Business Profile

Auto Manufacturers

Kia America Inc

This business is NOT BBB Accredited.

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Complaints

This profile includes complaints for Kia America Inc's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

2,033 total complaints in the last 3 years.
1,145 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

Initial Complaint
Date:04/10/2025
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
My 2018 *** ******** has been sitting at the ***********, CT *** dealership for a month. My engine is knocking and my car is shaking. I need an engine replacement. My vehicle is part of a action settlement. *** corporate technicians have denied my claim. Ive been without a vehicle without them approving this I did not get a rental. All I would like is for them to replace the engine at zero cost due to being a class action settlement. This happened to my 2016 *** ******** and they gave me the hardest time. After being fixed, I had traded it in due to still having issues. I was reassured by the salesman that my now 2018 does not have the same engine and I would not have these problems. The lied to me. It doesnt fact have the same engine now here I am again with the same issue and *** dragging me through the mud. All Im asking, is for them to do the right thing and replace the engine. I would also then like to trade in the vehicle and for *** to completely pay it off. I am worried that Im going to have the same issues again even after engine replacement. I get nowhere with their customer service. I call time and time again. They tell me the same thing that its pending or its been denied. I have now been one whole month without a vehicle. I am still paying car payments and car insurance on my vehicle that is sitting at the dealership and I have no rental. This has been very, very mentally stressful and I am losing sleep over the stress of this issue.
Business Response
Date: 04/13/2025
Hello,
Thank you for your inquiry. We have located your case, ********, and will have an associate follow up with you regarding your concern. Alternatively, if you would like to contact us at your convenience, you may speak directly to a customer care representative by contacting us directly at **************(4Kia). Our normal hours of operation are Monday through Friday from 5:00 am to 6:00 pm Pacific.

Customer Answer
Date: 04/14/2025

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

******** ******
Initial Complaint
Date:04/09/2025
Type:Service or Repair Issues
Status:
UnresolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
In January, my vehicle would not start because the battery had died. I submitted a warranty claim, which was denied and was told by a service technician at the certified dealership that the was because I hadn't started my vehicle often enough, specifically stating that vehicles "need to be started at least every 14 days, more often in cold weather." I requested information in writing to support this statement via the ******************** portal. I was initially provided with page numbers to review in my vehicle's manual, which I did, but did not find information to support what the tech had provided, so I requested more information. I didn't hear back from *** for a bit, so I followed-up and was told they had closed my ticket, because any technical information must come from the dealership. I called the dealership, spoke with a tech via phone, who told me he didn't think not starting a vehicle for 8 days would cause my vehicle to die, but wasn't sure and didn't have any written materials to share with me. I opened another ticket with ******************** letting them know the dealership was unable to provide information, so I was again requesting any written materials to support their denial of my warranty claim. I was again told dealerships have to provide technical information. I am submitting this complaint via the BBB, because I'm not getting anywhere with *** corporate or the dealership.
Business Response
Date: 04/13/2025
Hello,
Thank you for your inquiry. We have located your case, ********, and will have an associate follow up with you regarding your concern. Alternatively, if you would like to contact us at your convenience, you may speak directly to a customer care representative by contacting us directly at **************(4Kia). Our normal hours of operation are Monday through Friday from 5:00 am to 6:00 pm Pacific.
Customer Answer
Date: 04/16/2025
I have still not heard from the business by phone or email, so I'm rejecting their response that they'd be reaching out.
Initial Complaint
Date:04/08/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I purchased a used 2014 *** ****** 6/2014 with extended warranty. In 2/2025 the car broke down, needed to be towed. The engine needed to be replaced due to known issues and was replaced under warranty. During this time, *** had my car for 3 weeks and didn't offer a rental which had to be paid out of pocket. Less than 2 months later 3/2025 it broke down again and was towed back to ***. Riverside *** stated the battery and everything tested fine, and stated I needed to pay $355 for them to reset the hybrid system, which I did. Not even 12 hours later the car broke down once again, and was towed back to ************* where they stated the hybrid battery was bad and needed to be replaced for $15,000. The hybrid is still under the 150,000-mile warranty, but they claim it's out of warranty by age which is 6 months. A claim was filed directly with ***, which was declined. I haven't even owned this car a year, and it's a complete waste. Even when it was under warranty for their faulty engine, they refused to provide a rental car. Now they are trying to recuperate the cost of their faulty engine by not covering the battery. I think this was misdiagnosed the entire time, and the $355 was a complete scam.
Business Response
Date: 04/13/2025
Hello,
Thank you for your inquiry. We have located your case, ********, and will have an associate follow up with you regarding your concern. Alternatively, if you would like to contact us at your convenience, you may speak directly to a customer care representative by contacting us directly at **************(4Kia). Our normal hours of operation are Monday through Friday from 5:00 am to 6:00 pm Pacific.
Initial Complaint
Date:04/07/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I got a service for the airbags and other sensors in March, 2024. I paid ($1150.51) the for the service and service center person told me that they have done the service and it is all ******* March, 2025 I got into an accident in which my airbags did not deployed and my chest hit on the steering wheel. I have to wait for one week to get a case manager for my case (Case no. ********) and My first case manager ******, she asked me to wait for one to two week for the engineer to inspect the car and review my case but after two week next day I got an email that says my case manager has been changed to *** because she is not available.I was continuously emailing the *** case manager "***" but I am not getting any information from him. I called him many time but no response from him. I am facing lots of problem these days. My wife is pregnant and I have to drop her to her office but no having any vehicle she is going on foot.Please check into this matter as soon as possible.
Business Response
Date: 04/13/2025
Hello,
Thank you for your inquiry. We have located your case, ********, and will have an associate follow up with you regarding your concern. Alternatively, if you would like to contact us at your convenience, you may speak directly to a customer care representative by contacting us directly at **************(4Kia). Our normal hours of operation are Monday through Friday from 5:00 am to 6:00 pm Pacific.
Customer Answer
Date: 04/16/2025
Hi
I am not agreed with the response from ***'s case manager because he said that airbags did not deploy in every case but the condition of my car after accident was very bad and my insurance said it is total loss, it means that was a bad accident. I got the service for the airbags last year from ***** authorized service center (********************, **) and they charge me $1152 and few Cents. ************** told me airbag issue has been resolved but at time of accident it did not deployed. Is this is the service they gave to their customer. I asked for refund then they said there is no manufacture defect in the car and we cannot assist you. Really bad experience i am going through.
They assigned me a case manager for my case and she gave me 1-2 weeks and after 2nd week she was gone on a leave for sometime. Why? because she don't have any answer then they provide me next case manager and he said that it will take more time then expected. I asked ok if it is taking more time then provide me rental car so that I can commute but no reply from them and after two days when was asking question then the new case manager send me a letter of review of car inspection mentioned that "in every case car's airbags did not deployed" you wear seat belt that also protect you during accident something like that. My car condition was totally bad and in that case car airbags did not deployed then I really don't know what condition they deploy.
Bad customer service form Kia
Business Response
Date: 04/22/2025
Hello,
Thank you for your inquiry. We have located your case, ********, and will notify your case manager requesting they follow up with you regarding your concern. Alternatively, if you would like to contact us at your convenience, you may speak directly to a customer care representative by contacting us directly at **************(4Kia). Our normal hours of operation are Monday through Friday from 5:00 am to 6:00 pm Pacific.
Initial Complaint
Date:04/06/2025
Type:Customer Service Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I am not liable for this debt with *************. Final payment was taken care of by the insurance company. See prove attached.
Business Response
Date: 04/13/2025
Hello,
Thank you for your inquiry. Kia America is a separate entity from *********** America, and, as such, we do not have any access to your financial information. Your complaint is on file here at Kia America and we have forwarded a copy to the Kia ******* America ************* team so they can follow-up with you. You may also contact Kia ******* America directly by phone at ************ for any financial inquiries or concerns regarding your loan or lease.
Initial Complaint
Date:04/03/2025
Type:Service or Repair Issues
Status:
UnansweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Bought ,my car into *** ******* ********** 3 times . 1st time I was told they cand find nothing wrong with my car . 2nd time they changed my gas cap ... and finally the 3rd time my gas tank expanded and my car is not fixable . Im currently in a buy back situation with *** . They have had my car since Feb 17th today is April 3rd . I agreed to a settlement that they pay off my loan and give me a refund on my down payment and my back end products I purchased for my car . Ive been waiting 2 weeks for *** to send the checks to ****** so i can surrender my vehicle . Just got a email from the case worker tonight stating that there has been a mistake and the checks were never mailed out that its gonna be another week . I was forced to make a car payment on a car I haven't had . I'm also having to pay for insurance on a rental that *** gave to me so I'm unable to cancel my insurance . This is costing me money out of my pocket as I sit with no reimbursement thus far . I was sold a lemon (3x it was brought in for the same issue) This is not my fault . This has been a nightmare going through this process and a huge inconvenience financially, and mentally .
Initial Complaint
Date:04/03/2025
Type:Sales and Advertising Issues
Status:
UnansweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Kia USA sold more than ******* vehicles with defective piston oil rings, which can cause engine damage and fires. My vehicle is one of these that is sitting in the Longview Texas *** dealership WITH NO REMEDY. ********* Kia ******* were recalled in February 2025, but the fix offered by *** is inadequate as your company does not honor the warranties, and tries to tie it to faulty maintenance even though the litigation states: *** RESPONDED WITH REPLACING OR REPAIRING THE ENGINES REGARDLESS OF MAINTENANCE. I purchased a 2021 Kia ****** NEW in 2021, believing it to be a high-quality vehicle. However, I was never informed of any recalls by mail as it's supposed to be. My car defects ARE related to the oil ring system, and my engine failed. It had no oil in it although I had it changed in Nov. 2024.I would not have purchased the vehicle or would have paid less for it had I had known about the defect. I have been driving an unsafe vehicle due to the oil ring defect, resulting in diminished value even if repaired.
Initial Complaint
Date:04/02/2025
Type:Service or Repair Issues
Status:
UnresolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
*** has twice failed to honor its obligations regarding my vehicles known engine defect. Under ***s PI1802 Y/Z Engine R&R Warranty Extensioncovering known **** engine issues common in 2016 Sorentomy engine was tested upon my first visit to Hersons *** on February 25, 2025 after detecting DTC P1326. Harsons *** confirmed no harness issue and declined to replace the engine. Their report also showed no coolant system concerns, (1) including no coolant light activation and (2) recommending only windshield washer reservoir repairs. A synthetic oil change likewise (3) indicated no oil contamination or coolant problems, confirming a sound cooling system at that time.Shortly after leaving the dealershipabout 3.5 miles into my driveI noticed overheating symptoms without the coolant temperature gauge reaching maximum. I took photographs for proof and made multiple stops to prevent further damage before returning to Hersons ******* denied warranty coverage during my second visit, blaming a failed thermostat. However, it is apparent, that the P1326 defect was never correctly addressed in the first place (either because the protocols developed by *** failed to detect the engine failure accurately during my first visit or because the protocols were not followed duly during my first visit), leading to engine overheating and, subsequently, thermostat failure. Accordingly, the predominant cause of this engine failure was the known engine defect that *** identified and attempted to mitigate with the **** system during my first visit to ******* *** *********** Everything that followed including the head gasket and thermostat failure was either caused by or exacerbated by ***s failure to replace the engine at that juncture. Therefore, it should be covered under the *** warranty provisions. I am enclosing 2 visit summaries to Hersons *** and DTC P1326 code handling instructions (depending on the year of the *** engine production, which is not disclosed to me by ***).
Business Response
Date: 04/07/2025
Hello,
Thank you for your inquiry. We have located your case, ********, and will have an associate follow up with you regarding your concern. Alternatively, if you would like to contact us at your convenience, you may speak directly to a customer care representative by contacting us directly at **************(4Kia). Our normal hours of operation are Monday through Friday from 5:00 am to 6:00 pm Pacific.
Customer Answer
Date: 04/07/2025
The business is suggesting me to contact them at their ********************* call number. Meanwhile, this Center has failed to resolve my issue in the past, when I contacted them via email, regular mail, and phone.
Business Response
Date: 04/13/2025
Hello,
Thank you for your inquiry. We have located your case, ********, and will have an associate follow up with you regarding your concern. Alternatively, if you would like to contact us at your convenience, you may speak directly to a customer care representative by contacting us directly at **************(4Kia). Our normal hours of operation are Monday through Friday from 5:00 am to 6:00 pm Pacific.

Customer Answer
Date: 04/18/2025
I have contacted the business on the numbers they have referenced in their response, but they (1) refused to honor their warranty obligations (the core issues outlined in my complaint to BBB), (2) refused to provide a justification for the reason, (3) refuse to clarify what maintenance protocols have been applied on my car.
Customer Answer
Date: 05/13/2025
On 2 Apr 2025 I emailed Kia America ************* (attention: ********) requesting two specific pieces of information tied to the above-referenced vehicle: Production date of the factory-installed engine for VIN *****************. Confirmation of which Kia ********* ******* Bulletins (TSBs) were applied during the 25 Feb 2025 diagnostic/repair visit at *********** after the knock-sensor code P1326 was detected: PI1802W/X Oct 2018 (Engine Monitoring Logic Update) PI1802Y/Z **** 4) Mar 2020 (Bearing Clearance Inspection & Extended Warranty Guidance) Because I cannot physically inspect the internal engine stamp or dealership work-order codes, I rely on Kias records to verify that the correct TSB-mandated procedures were completed and to determine the engines production batch for any related warranty or safety recall relief. Kia America has not provided any written or verbal replydespite my follow-up phone calls of 16 Apr and 29 Apr 2025exceeding the 30-day response period generally expected for consumer information requests. Steps Already Taken 2 Apr 2025 Original email sent (full copy attached to this BBB filing). 16 Apr 2025 & 29 Apr 2025 Follow-up calls to *************; only cursory acknowledgments, no substantive information provided. Vehicle remains inoperative while I determine proper warranty remedy. Desired Resolution Written disclosure (email or letter) of the exact production date of the original engine installed in VIN *****************. Written confirmation indicating which, if any, of TSBs PI1802W/X and PI1802Y/Z **** 4) were performed on 25 Feb 2025, or a clear statement that none were applied. Delivery of this information within ten (10) business days of BBB notification so I can make an informed decision regarding safety, warranty, and possible further action. Prompt transmission of these records will resolve my information request and avoid unnecessary escalation.
Business Response
Date: 05/16/2025
Hello,
Thank you for your inquiry. We have located your case, ********, and will notify your case manager requesting they follow up with you regarding your concern. Alternatively, if you would like to contact us at your convenience, you may speak directly to a customer care representative by contacting us directly at **************(4Kia). Our normal hours of operation are Monday through Friday from 5:00 am to 6:00 pm Pacific.

Customer Answer
Date: 05/16/2025
I have emailed the same case manager - ******** - multiple time and they have never responded to me.See copies of my April 2, 2025 and May 1, 2025 below
---------- Forwarded message ---------
From: ****** Torosyan <****************************>
Date: Thu, May 1, 2025 at 4:05?PM
Subject: Re: *** ******** **** Case#********
To: <**********************************************************************>

Dear Dear ******** and Kia America ******** **** team: FYI, I forwarded the following complaint to Better Business Bureau.
=

On Wed, Apr 2, 2025 at 3:45?PM ****** ******** <****************************> wrote:

Dear ******** and Kia America ******** **** team,
I am writing to request the following information regarding my 2016 *** ******* LX:
The production date of the original engine that was factory-installed at the time of manufacture.
Confirmation of which of the following Technical Service Bulletins (TSBs) were applied during the diagnosis and repair of my vehicle on February 25, 2025 at ******* *** after DTC P1326 was detected:
PI1802W/X - October 2018 (enclosed)
PI1802Y/Z **** 4) - March 2020 (enclosed)
Background Information:
Vehicle: 2016 *** ******* LX
VIN: *****************
Date of Purchase: June 2015
I am the original owner, and my name is ****** ********
Since I do not have direct access to the engine, I rely on ***s production and service records to obtain this information.
I appreciate your attention to this matter and look forward to your response.
Sincerely,
****** ********
************
Initial Complaint
Date:03/31/2025
Type:Service or Repair Issues
Status:
UnresolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I am writing to get *** to honor the manufacturers warranty for my 2023 *** Sorento Hybrid vehicle, which sustained over $4,000.00 in damage caused by rodents attracted to the vehicles soy-based wiring insulationa defect that *** has known about for years and has been the subject of class action litigation in ********, et al. v. *** Motors America ***** et al., Case No. 8:************** vehicle has fewer than ****** miles and is covered under the manufacturers warranty. I had the car towed to an authorized *************** claim was denied. This is unacceptable and constitutes a breach of the express and implied warranties of sale of a new vehicle. I was informed repairs would require a replacement wiring harness costing over $4,000, which I could not afford. As a result, I was forced to pay $1,008.23 out of pocket for a limited repair to make the vehicle drivable. The ******** class action lawsuit alleged that *** knowingly used soy-based insulation for vehicle wiring that attracts rodents, leading to significant and foreseeable damage. The plaintiffs in that case alleged, and *** was fully aware, that using soy-based materials for wiring made the vehicles unreasonably vulnerable to rodent infestations. That case resulted in a settlementnot a dismissal based on lack of meritand therefore does not negate the existence of a known defect in your product.***s attempt to characterize this rodent damage as an external factor unrelated to a manufacturing defect is disingenuous and contrary to the findings and implications of the ******** litigation. The wiring materials used were not only defective by design but have been proven to pose a known and recurring risk. Your choice to settle the class action rather than face a court judgment does not absolve *** of its ongoing legal and ethical obligations to its customers.I demand that *** immediately reverse its denial and process a full repair of the damage (replacement harness) under the manufacturers warranty.
Business Response
Date: 04/07/2025
Hello,
Thank you for your inquiry. We have located your case, ********, and will have an associate follow up with you regarding your concern. Alternatively, if you would like to contact us at your convenience, you may speak directly to a customer care representative by contacting us directly at **************(4Kia). Our normal hours of operation are Monday through Friday from 5:00 am to 6:00 pm Pacific.
Customer Answer
Date: 04/09/2025

Business Response
Date: 04/13/2025
Hello,
Thank you for your inquiry. We have located your case, ********, and will notify your case manager requesting they follow up with you regarding your concern. Alternatively, if you would like to contact us at your convenience, you may speak directly to a customer care representative by contacting us directly at **************(4Kia). Our normal hours of operation are Monday through Friday from 5:00 am to 6:00 pm Pacific.

Customer Answer
Date: 04/18/2025
THis is not a response. This is a canned email pushing me off to make it look like they are addressing the issue. They refuse. They do not respond to emails or calls but to say they have my case number.
Initial Complaint
Date:03/28/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Since I bought my *** there has been nothing but problems took it to the dealer and they scratched it then denied it was them. Took it in for all the updates and the dealership still recuses to uphold the warranty I stopped paying the payments because why should I make payments on a car that doesnt work? Besides that it is stated in the engine recall they are covering if your car got reposseded because of this issue well now it has become a safety concern for me to drive this car but yet they wont do anything about it
Business Response
Date: 04/03/2025
Hello,
Thank you for your inquiry. We have created your case, 25123021, and will have an associate follow up with you regarding your concern. Alternatively, if you would like to contact us at your convenience, you may speak directly to a customer care representative by contacting us directly at **************(4Kia). Our normal hours of operation are Monday through Friday from 5:00 am to 6:00 pm Pacific.

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Kia America Inc is NOT a BBB Accredited Business.