Complaints

This profile includes complaints for Kia Mall of Georgia's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Kia Mall of Georgia

  4180 Buford Drive Buford, GA 30519

• 

  Kia Mall of Georgia

  4180 Buford Dr Buford, GA 30518-3460

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:03/28/2025

  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.

  I purchased a 2025 *** K5 from Kia Mall of Georgia at the beginning of September 2024. Starting in October I have had issues with cutting the car on and all the lights cutting on like something is wrong, but can cut the car off and right back on and it will go away. Around end of the year, beginning of January the car started cutting off on me while driving down the road. As of a month ago the *** has almost caused me to run off the road, jerking me around, and almost getting rear ended. I did contact the Kia Mall of Georgia however the do not have loaners so I was told to contact The Bulldog *** of Athens. I have taken the car to them and was told they want to keep the car to try and find the problem, however they can not give me a loaner because they can not duplicate any of my problems. This is my only means of transportation so I can not go without having a vehicle as an only parent with a child in daycare and a full time job. I have also reached out to their customer affairs department with no resolution either. At this point I just want to feel safe driving my car and make sure my son is safe when we are on the road and I no longer feel that way. *** has been no help no matter who I have talked to. All of the problems listed above are reoccurring and now have happened more times than I can count.

  Business Response

  Date: 03/29/2025

  Dear *** ****,

  Intermittent issues can be difficult to duplicate, and we have not yet seen this vehicle in our service department. If youd like us to take a look, wed be happy to help. However, in order to provide alternate transportation, we would need to replicate the issue.
  Were not sure who may have recommended taking it to another dealerperhaps due to its proximity to your homebut we truly want you to enjoy your **** We've had nothing but positive experiences with the K5 and are sorry to hear you're having trouble.
  If you bring the vehicle to us, we will gladly drive it, document your concerns, and do our best to replicate and diagnose the issue.
  
  

  Thank you,

  ***** ********

  Customer Answer

  Date: 03/31/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********. Can you give me a call so we can get this scheduled? Yes, I have taken it to the dealership here because it is closer, but I can figure things out to let yall take a look at it as well. 
  
  Sincerely,
  
  ***** ****

• Initial Complaint

  Date:03/16/2025

  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.

  The finance contract was not given to my husband in the finance office because, according to the finance person, the printer was not working. He stated that he would have to email the forms. While we were taking possession of the new car, he brought the forms outside for my husband to sign, so I did not get to review the final numbers until I got home. Once I looked over the forms, I saw we were not given the $31,000 pay-off. We were given the original offer of $29,000.When I talked to the salesperson on the phone, he stated it was tax savings and sometimes it does not show on the form. After our conversation, I calculated the numbers and realized that no savings were given to reach a $31,000 trade-in allowance. I emailed ***** to tell him my findings, and he never mentioned that the convenient number that would get us to the $31,000 was an imaginary number that the dealership calls a tax savings. We discussed the pay-off and what we were trying to do; however, the dealership uses tax savings as a tactic to make the buyer think they are getting savings. When I told ***** my concerns via email, he accused us, the buyer, of not holding up our end when we purchased a car under false pretense (the trade-in allowance). We purchased a 2025 Kia ********* SX-X line, which was a different vehicle than the first one we inquired about. If the dealership was not going to negotiate the trade-in, there was no need to put a number on a form that made us think we would be able to add less money from the old car to the new loan. We were trying to keep our car payment in range with what we wanted to pay.

  Business Response

  Date: 03/17/2025

  Mr. & Mrs. ****************** have reviewed all the pre-sale documents as well as the final contract and found that what was agreed to was $55,000 total after all taxes and fees in the pre negotiation process. The final paperwork does reflect we honored the $55,000 total price and rather than increasing your trade allowance we decreased our sales price, but either way the agreement was $55,000 total drive-out and we honored that. I am sorry for the confusion that this may have caused. The only additional money that was added was for additional products that you purchased from the finance department. We would be more than happy to go over this in detail via phone or in-person. For any additional concerns please feel free to call or email our GM **** **********: ******************************************  ************ 

   

  Thank you

   

  Customer Answer

  Date: 03/17/2025

   
  Complaint: 23074095
  
  Thank you for your response. We did agree on $55,000, however once we decided on the $55,000, we decided to apply a down payment to reduce the price in hopes this would lower our monthly payment. At this time, we are still under the impression that our trade-in allowance will be $31,000 leaving $308 difference for the pay-off. The added contracts have nothing to do with what we were told. When I brought it up to the salesmen in one of the many emails, he attacks me because we were trying to negotiate a deal that would fit our budget, During the negotiation with ***** we talked about him asking to have the trade in increased due to the Kia ******* upgrades that was installed on the 2023 Kia ******** Adding the net trade of $2,325 to the new car loan was misleading because we were under the impression that part was honored before the $55,000 was negotiated. The trade-in allowance and the car sale were separate in our calculations.

  Sincerely,
  
  **** And ******* ********

• Initial Complaint

  Date:12/14/2024

  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.

  I have a Kia **** Plug-In-Hybrid 2019 Model. 12V battery went bad so I went to the Kia Mall of Georgia on 11/25/2024 and replaced 12V battery. After the service, I asked for help on changing the drive mode from ECO to STANDARD, since I wasn't able to do so even before replacing 12V battery. Technician tried and failed to change the mode. Then he took my car to the service area and asked me to wait. After some time, the service manager came to me and said my car has a defected main battery (not 12V battery) and only 15% of capacity was remaining which needed to be replaced. It was covered under warranty but they need approval from main Kia ******** It's been 20 days and I called multiple times to get the status but couldn't get any update. They didn't provide me any loaner car or rental car reimbursement as well. Every time I called, they promised me to provide updates shortly but have yet to hear of any updates. I think the bad 12V battery was also related to the main battery issue. I'd like to fix the car ASAP, get a refund for 12V battery repair cost, and compensation for the inconvenience of not having a replacement car for 20 days a of now.

• Initial Complaint

  Date:06/05/2024

  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.

  My 2014 Kia **** engine is covered under the class action lawsuit, but the dealer is refusing to replace my engine and provide me with a rental while I wait for my car to be repaired. My car has been to the dealer 6 times since 02/10/2023 when my Mileage was ****** and since then Ive barely been able to drive my car due to it constantly braking down from poor patch jobs that the dealer charged me almost $2,000 for, when a new engine from the class action lawsuit is the only thing they should have done. Now my car is again in their shop with a new problem caused from the last time they worked over my car. I want the replacement engine and the rental car while I wait. *** repeatedly spoke directly with *** and Im being given the run around and I cant get anyone to return my call. Please help.

  Business Response

  Date: 06/06/2024

  I will reach out to *** and escalate this case to push for engine replacement.  I will call *************** and give her the update.

• Initial Complaint

  Date:04/18/2024

  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.

  I purchased a Kia ****** from Mall of Georgia *** in November 2020, for ****** dollars and it had around ****** miles. I paid with a cashier check. Around ****** miles I noticed that my car was using more oil than usual. Because when I would go and get my oil change it would be lower than it was common. My husband called back to the ******* department at mall of Georgia ***, he was told that the engine using that much oil was common and stop putting the oil to fill it back up and just let the engine blow up and *** would replace it. Of, course I didn't do that and kept add the oil until, I called *** corporate and let them know of the oil usage. Because it had gotten up to 2.5 quarts low. It also, gotten to the point my spark plugs are filing out because of the oil getting on them. Which is happening about every 2 weeks.*** corporate let me know that I would have to do an oil consumption test and an overnight soak. So I have had 2 oil consumption test, which showed the excessive oil usage and the overnight soak which cost $650. The 2nd oil consumption test was checked on October 31st of last year, in which the *** ******* center let me know it was using excessive oil, and the would start a warranty ticket. I have called in January 2024, , February 2024. I finally got someone on the phone, they took all of information, the stated that they would get a warranty ticket started.. I have left several messages and no one will call me back. Today April 18th i called *** corporate to see if they could help me. Because my car is at the mechanic yet again, for the spark plugs. The corporate person was able to speak with someone about the matter, and they stated that the *** ******* department said i had to do another oil consumption test, because the other 2 were 100 miles over. In which, I responded to the corporate person, no one ever mentioned that to.me. just kept saying they would get the warranty claim started.

• Initial Complaint

  Date:04/19/2023

  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.

  The *** has had 3 windows fail within a years time. I tried to resolve with the dealer but they will not help out. This is a lemon law and I would like to see if you all can help us get reimbursement or have them fix the last window for us at no charge.

  Business Response

  Date: 04/20/2023

  *****************,

  We did attempt to get the rear two windows covered under warranty even though your vehicle was out of manufacture warranty. The request was denied unfortunately and that is completely out of our control as a dealer. As far as Lemon law is concerned, to fit the scope of lemon law you need to have had the same part fail with 3 attempts to fix that were unsuccessful. This situation doesn't meet any type of the Georgia Lemon law criteria. However, If you would like to reach out to Kia ******** care and plead your case again you are welcome to do so, that number is ************. We are very sorry you have had to go through this and wish there was more we could do to help. 

• Initial Complaint

  Date:02/02/2023

  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.

  I purchased a 2023 Kia ********* I Was charged $1,405 for an after market warranty without my consent. This was predatory. Salesman ******* aka ***** said the CAPJEN Registration line item was part of the required fees when I asked for clarification. In the finance ************************* mention "this is a paint warranty provided at no extra cost to you" and "this is a car theft warranty provided at no extra cost to you" and that she needed me to sign the forms so they could transfer that warranty into your name" However when reading over the warranties at home I realized they were issued by CAPJEN. Called ******* to clarify that the paint, car car theft warranty, and CAPJEN Registration were all the same thing and she assured me I wasn't charged extra for it except when I told her it was listed as I $1405 on my sales paper she changed her story and said SHE didn't add anything extra it would have been added in by ***** and agreed to before I made it into her office. As explained ***** didn't offer to sale me the after market warranty he misrepresented it as a required fee. He also already added prepaid maintenance at $999 without asking. He insisted it was required and only removed it after I pushed back. Had I of been provided the truth about what CAPJEN Registration line item was referring to I would have been able to decline that after market warranty. I was scammed and don't want this to happen to others. I read another ****** review that mentioned ******* saying the same thing to them in regard to the prepaid maintenance and realized later they were charged for it. I don't think it is a coincendence. ***** knew I was paying by check. He asked for information claiming he needed it to verify my identity but used it to run my credit without my consent. When I saw the hard inquiry I called and ******* said it was necessary in order to take my check or else I would have had to go and get a certified check at the bank. I should have been informed and given the option.

  Business Response

  Date: 02/06/2023

  I apologize for any confusion with the purchase of your new car.  I have gathered that this deal was negotiated after you left the dealership and the focus was on a out the door price.  Once the agreement was made, everyone was ******* to prepare your paperwork before your arrival because it was new years eve and we typically close early.  Please contact ***************************** @ ************ if you wish to cancel your products and he will get the process started.

  Customer Answer

  Date: 02/11/2023

  I spoke to ***************************** Tuesday 2/7/23  who said that a church would be mailed to me in the amount of $1405 however I have still not received it and would like to keep this case open until I have actually received the check. 

  Business Response

  Date: 02/20/2023

  The check was mailed last week please let us know if you dont receive it by weeks end. 

  Customer Answer

  Date: 02/22/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. I have received the refund check and it has cleared. Thank you to everyone for helping me with this issue. 

  Sincerely,
  
  *******************************

• Initial Complaint

  Date:12/30/2022

  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 purchases a new 2014 *** **** from Kia Mall of Georgia on 7-28-14. I have maintained the car according to *** recommendations, and had an overall good experience as a owner for the first 6 years or so, in spite of several problems with the air conditioning, seat heaters, and tire pressure lights. However, the car began experiencing engine problems in 2021. In January of 2022, I took the car to an independent service station, where diagnostic testing revealed metal shavings in the engine. I was told I needed a new engine, and the car had about ****** miles on it. Kia Mall of Georgia did not agree, however, and insisted I just needed an oil change, they said. Since then, every couple thousand miles, the engine light comes on and I take it back to the dealership only to have them say there is no oil in the engine and it needs an oil change. Finally, on November 21, 2022, Kia Mall of Georgia agreed to replace my engine. They said *** would reimburse me for a rental car, but I would have to pay for the rental meanwhile. They said it would probably only take a few weeks to get the new engine in my *** ****. At this point, they have had my car for over 40 days, and they have not received the engine from *****. *** will not reimburse me for the rental until repairs are complete, and the dealership supposedly does not have any loaner cars. I have already spent $1800 on car rental fees. No one at *** seems to know what is going on, or when my car will be fixed. What I really want is a loaner car, or more timely reimbursement for my rental.

  Business Response

  Date: 12/31/2022

  When we are seeking approval for a repair that will be covered by the manufacturer, we are required to follow their process and guidance throughout the claim.  We have done everything in a timely manner and escalated this case to the highest level.  We have yet to receive all the parts to complete the repair.  Waiting for parts is very frustrating for us and consumers, but is a variable that is out of our control.  We are very motivated to get the parts and complete the repair so we can return your vehicle to you.  We do not have loaner vehicles and ***'s rental car policy is also out of our control.  We will continue to update you with information we get from *** regarding the estimated time of arrival for the parts we have ordered.  I hope you understand our position and realize that the source of frustration is not with Kia Mall of Georgia.

• Initial Complaint

  Date:11/03/2022

  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.

  On 10/12/2022 I had the oil changed at KIA **** of GA ****************** under a previously pre-purchased oil service plan included in my vehicle purchase (2010 Lexus RX 350). They stripped the plug in my oil pan resulting in oil leak (identified by their personnel). Service Manager verbally agreed to replace the pan and promised to order part and contact. After regular contact for several weeks no return contact. General Manager and Service manger do not return calls.

  Business Response

  Date: 11/03/2022

  We are very sorry you haven't been able to reach our Service Manager or General Manager. It seems there was a miscommunication in ordering the parts and they have now done so, we will be in-touch as soon as the parts arrive. We will call soon to schedule a day to have the work done. 

  Customer Answer

  Date: 11/03/2022

  This is the same excuse they have given to me for three weeks.  This response will be satisfactory if they follow through, however I am sure it will take more than seven days to determine if they follow through.

  Business Response

  Date: 11/21/2022

  Since this complaint was filed all work promised has been completed. 

  Customer Answer

  Date: 11/22/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *******************

• Initial Complaint

  Date:09/11/2022

  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.

  1 year ago, August of 2021, my check engine light came on. I purchased the car through this dealership, at this time was still under full warranty and they have been the only ones to touch it. The car has been looked at by them over 6 times in the last year, most recently 2 weeks ago it stayed at the dealership for over a week because I was told the turbo had gone out on it ( I had to have the car towed in on my dime and time), picked it up, was made to get my own rental car, had to pay Uber to return me to my car, was assured the car was GREAT, as I had informed them I was going out of town the next day. Next daycheck engine light back on, car will barely crank and I am getting nowhere! 1 year I have had to deal with this awful dealership and service and the car is still not fixed, all on my time and my dime. I am a single mother, I must have a working vehicle!!! I have filed a complaint, more than once, with *** Corporate, their response was, we will try to contact them and then, have you tried another Kia ************ Are you freakin kidding me? I bought the car in good faith, I pay my payments and insurance, I got a piece of c*** that I am wasting my hard earned time and money on and NO ONE WANTS TO HELP ME!! If the manufacturer/dealers cant even figure out how to fix it, what am I supposed to do? This is my last hope for help! This is a serious matter! PLEASE HELP!!!*********************

  Business Response

  Date: 09/14/2022

  ***************,

  ***************************** is going to reach out to you today to schedule an appointment.  We will need to get the vehicle to the dealership so we can determine the reason for the check engine light to come back on and determine a plan from there.

   

  Customer Answer

  Date: 09/14/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *********************

  Customer Answer

  Date: 10/10/2022

  n regards to complaint ********, I once again did EVERYTHING ask of me. Took yet another day off from work and took my car back to the dealership where the dealership manager made it known that there was definitely something wrong. My car was checked and he told me parts were going to be ordered and that he would personally pick my car up at my work and have it fixed, while providing me with alternative transportation. I was to leave my keys at work and he would notify me when he was in his way. That has been 1 month! The car will now barely crank, emits horrible black smoke, smells of fuel and the engine is knocking. I have once again been duped. I am a single mother!!! This is my ONLY mode of transportation! This car has been in complete chaos for over a year. I have been duped and used by what is supposed to be a reputable company!! No one wants to listen to me or help me! At this point, after driving it for over a year with major problems under the hood, I do not feel safe! At this point I need a new car, because when the manufacturer cant figure out whats wrong or doesnt care and lets it go on and on, no one would feel safe or want to drive a patched up piece of c*** I am utterly appalled at the lack of service and communication and frankly not very impressed with your lack of care in checking back in. You just dismissed the complaint on the word of a dealership that had obviously already been jerking a customer around for over a year. Sincerely, *********************

  Business Response

  Date: 10/21/2022

  Mr. *************************** spoke with *************** this morning and we have a plan in place to get everything taken care of asap. 

  Customer Answer

  Date: 10/22/2022

  This is on ongoing issue and I have been promised resolutions for well over a year now.  I will not say I am satisfied until the car is completely fixed with no issues.  I feel very justified in my response as this has been promised to me multiple times.  In fact, ****, the dealership manager responded to you in September that he would personally take care of this and then blew me off.  So, here we are another month and a half later, Im still attempting to drive a car with issues which Im sure is only causIng more problems by continuing to drive an impaired vehicle.  
  

  I will not say I am satisfied with more words easily typed.  When the car is truly fixed, then, I will be satisfied.

  Business Response

  Date: 10/24/2022

  ******************* car is here now and we are trying to resolve these issues once and for all.....

  Customer Answer

  Date: 10/25/2022

  My car was picked up by *** on Monday, October 25 and returned to me the same day.  I was told it was fixed.  On Tuesday morning, October 25, I got in my car to come to work and the check engine light was back on and the car struggled to crank.  I called *** and my car was picked up again.  It is now 5:30pm.  Im finished with work and cant get anyone to respond to me about my car or a ride.  
  

  Long story short, the issue/s are NOT solved.

   

  Sincerely,

  *********************

  Business Response

  Date: 10/27/2022

  it is my understanding that you have the car as of Tuesday night and everything should be good to go. Please let me know if there is anything else we can do. 

  Customer Answer

  Date: 10/27/2022

  Car was returned to me Tuesday night, not fixed.  *****, the service manager informed me they ordered more parts for something different and will be in contact when the parts arrive.  Check engine light is still on and it still struggling to crank.  Issue is NOT resolved.

   

  *********************