Complaints

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:06/29/2025

  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.

  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. 
  
  
  
  Regards,
  
  
  
  ****** *********
  
  
  
  
  
  
  
  
  y 8th 2025. They also looked into the recall for the doors. Today is June 29th 2025. We still do not have our carnival back. We call the dealership almost daily for updates and are unable to get ahold of anyone. Marshall, or Jim who are the service managers do not answer or call us back. When I call the service center I am told they the person who answered the phone cannot get ahold of them either and all she can do is email them or transfer me. Last time we have heard from either of them was the beginning of June. We were told something else was wrong with the doors, and it would take 2-3 days for the parts. And another 2 days to put on. We have been driving a rental vehicle for almost 2 months now. This is completely unacceptable. A complete lack of communication from anyone at the dealer ship.

  Business Response

  Date: 07/29/2025

  The repairs to Ms. ********* vehicle did take an extraordinary amount of time, even with the rental provided it is the position of Destination that compensation in the amount of $300.00 is justified for customer satisfaction. We will be issuing a check for amount Ms. ********* is requesting to setting this customer complaint.

   

  Sincerely,

  Jim A******

  Service director

  Destination Kia

  760 Central Ave

  Albany, NY 12206

  ###-###-####

  ja******@destinationkia,com

• Initial Complaint

  Date:05/01/2025

  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.

  In January of 2025 my wife's **** *** ****** broke down. Although the car was purchased from *********** Kia in Albany, we had it towed to Romeo Kia in Lake Katrine, NY, because they said that they could look at it sooner than ***********. After inspecting the vehicle, Romeo said that the engine and transmission had to be replaced. Kia agreed to do the transmission, but refused to change the engine. They refused to do the work because they said our maintenance records were not sufficient to prove that we had changed the oil in timely fashion. Although we did provide our service records, which were up to date, they relied on erroneous ***** **** receipts which showed the Vin # of a leased *** ****** that we had replaced in March of 2024 at ***********.
  Since that time, Kia has changed the transmission but is still insisting that we purchase a new engine-despite the fact that Kia has sent a recall notice about faulty piston rings that were the real cause of the engine failure. We have gone around and around with Kia for four months and have had difficulty getting anyone to help us with our problem. We have hired a lawyer but would rather if Kia could do the right thing before having to find redress in court.
  .
  This week we had the car towed from Romeo to *********** but I am still having difficulty getting information from them. I was told by a receptionist that Kia is no longer accepting appointments to fix the recall problems. My wife has made a monthly payment for four months for a car which has not been in her possession-it is beyond frustrating.

  Business Response

  Date: 05/01/2025

  *********** Kia received the vehicle on 4/29/25 as an emergence tow in, spoke with Mr. ****** at approximately 11AM 5/1/25 and informed him *********** Kia will evaluate the concern and use all means possible to repair the vehicle in a timely manner.

   

  Thank you

   

  Jim Almindo

  Service director

  *********** Kia

  760 Central Ave

  Albany NY 12206

  518-482-0500 x2202

  jalmindo@***********kia.com

• Initial Complaint

  Date:01/14/2025

  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 have a 2020 kia forte for almost 2 years. I had ***** and *** **** give me new tires, breaks, rotors. I asked them to do oil changes but they always told me it didn’t need an oil change. On December 29th the red oil light came on. I added oil and the indicator light went off. On december 30th the red oil light came back on and the engine red light came on and the car stalled I called Kia’s road side service to come and tow the vehicle to destination Kia. I checked in and the representative said he would get me an appointment. This was at 830 am in the morning. I waited all day and the representative Ben then came to me and said that I can’t get an appointment to have the car looked at for 5 to 6 weeks. He said I would have to wait. I called my mom and we asked to speak to the manager. The manager said the car was towed in so I should have had an appointment. He asked about if the oil had been changed and I said I had asked ***** and *** **** to change it but they said I didn’t need it. He said he would look at it and see if my Kia warranty would fix it. The manager said he would call me witht the status on 1/2 I got no call from the manager on Thursday or Friday So I called and left messages. I called destination kia on Saturday and could not get a hold of anyone. I then went on on Saturday. They said that the technician had not had a chance to look at car. He said the manager would call me back on January 6th. The manager didn’t not call me back. I had to take a bus to Kia. I talked to the manager and he said the warranty can’t fix the engine and It would cost 7,300 to fix it. I went on 1/13 for an appointment to do a trade in to get a new car. I found out on 1/14 that the banks would not give me a new car. I still owe 3 years of payments for my car that won’t work. I would like Kia to fix the engine because it should have a feature to warn you the oil is low. Because now I have a car to pay for for 3 more years and I can’t drive it

  Business Response

  Date: 01/29/2025

  The vehicle was purchased at Destination Kia on 2/27/2023 and returned two times for service. On 5/5/23 for a seat belt concern and an open recall for anti-theft update then on 6/9/23 to have the seat belt buckle replaced. Mr. ******* have never returned for routine maintenance and had other outside facilities perform the routine maintenance. The customer does have an extended warranty and we contacted them for coverage, but the coverage was denied due to lack of maintenance. Destination Kia never maintained the vehicle and accepts no responsibility for the engine failure. Destination Kia attempted to accept the vehicle on trade but we are not able to secure financing for Mr. *******. Although we do sympathize with Mr. ******* for the predicament we have made all attempts to assist in rectifying the current situation and feel we are not responsible for any failures with the vehicle at this time

  Sincerly Jim A******

  Service director

  Destination Kia

  760 Central Ave

  Albany, NY 12206

• Initial Complaint

  Date:12/03/2024

  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.

  We dropped our 2017 Kia off on 11/13 for numerous repairs that needed to be done at a Kia Dealership. It wasn't until Friday 11/15 where the service tech called and gave us our estimate and stated that he would call us back to find out if we could get a loaner as it would potentially take 2 weeks. When we called him on Tuesday 11/19 as he didn't call us back, we were informed that we'd get a 10% discount but no loaner and we would need to put in a deposit for all the parts. Not once were we informed that we needed to go to the dealership to do this deposit. After a week of calling to even talk to anyone about this deposit, we were finally able to get ahold of our service tech on Monday 11/25 where he then informed us of this deposit which my husband went and did at the site. He also informed that us we could potentially have our car back by Wednesday. Wednesday 11/27 came by and nothing. We couldn't even get ahold of anyone until we sent a ******** message on Saturday asking for any assistance. Lynsey told us that she would have Brandon call us back on Monday at 8am which didn't happen. We had to call them at 9:30 and wait till about 10 for a response of be patient essentially. We then called back later in the day to ask for an eta and no one answered. It wasn't until calling at 5pm when Sam answered and said that she had no information. We then got a call back on 12/3, we were informed that our car hadn't even been brought into the bay. We called back and requested a call from the supervisor which we've asked for multiple times.

  Business Response

  Date: 12/06/2024

  The vehicle was completed on 12/3/24 and customer picked up. 

• Initial Complaint

  Date:11/25/2024

  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.

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
  I see no offer or true facts presented here from the dealership. The car and myself have had issues with the service department on each visit. I can provide both email and text evidence. The car was not issue free from the start, a wiring harness is a mechanic issue that is based in the functioning component's of the car. I am asking for the dealership to buy the car at a fair market price, after falsifying their own records of the last repair from their department to their own customers care department. I’ve been speaking with customer care and asking for a number on my car since September. Please request Kia customer care records. I want the equity I have in this car out of it and out of Kia. Please provide a fair business number on this car. I was never given this by the dealer even after weeks of asking via email and by phone calls, even after receiving a buy back your car flyer on the mail. Feels like Kia doesn’t want to own their issue or give true information about the cars repair. 
  
  Regards, ******* *****

  Business Response

  Date: 11/27/2024

  We are disappointed that the customer has not had a positive experience. We have our trouble shooting team evaluating the condition and as of 1 45 pm on 11/27 we feel we have identified the problem. Our committment is to honor the Factory warranty as is our responsibility and as we have always agreed to do. We also have provided the owner of the vehicle with courtesy loaner car at no expense to her. As far as KIA "buying the car back" that clearly falls outside of the dealership's jurisdiction. And even though this customer has every right to pursue that remedy, it should be noted that the purchase date is nearly 3 years ago and approximately 40,000 miles ago--both of which are well outside of the Lemon Law parameters established both in New York and in Vermont. In fact, this car had been to our dealership frequently for non-repair visits in the past with no record of a single complaint...A maintenance visit on 5/11 2022, another maintenance visit on 10/19 of 2022 and another in November of 2023 (the last of which was with about 27000 miles) So it would appear that there were no faulty manufacturer issues during any of that period. And we are confident that, once we complete this repair, the same trouble free experience of the first 39000 miles will continue. We will, however, as a management team, review the situation upon completion of the repairs, do an extensive quality check and offer the owner of the vehicle some options. 

• Initial Complaint

  Date:11/17/2024

  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.

  On 11/07/2024 I brought my 2023 ********* to Destination Kia in Albany NY for a 24k mile service as well as several recalls. At the completion of the service while driving home I noticed noise and vibrations from the rear of my car and on pulling over found the 3 of the lug nuts on my driver's rear tire were loose and had evidently not been tightened by the technician during the tire rotation. I tightened these roadside on my own and then have attempted to resolve this with the dealership continuously with no success.
  
  Immediately I called the dealership several times and was only able to get voicemail. I submitted a message on the website portal and eventually received a call back several hours later which left a voicemail for me. I continually attempted calling back and was unsuccessful in ever reaching anyone. On 11/08 I called KIA USA customer care and the service representative indicated this was a dealership issue and that I would have to resolve this with the dealership. They then attempted calling the dealership on my behalf, also could not reach anyone and indicated they would email the service manager.
  
  On 11/11 I received a call from service advisor Ben Irving who I explained the situation to. He indicated he would have to follow up with a manager and would get back to me. I still have not received any call back or effort to address my concern. In addition I have since noticed that the technician had also not reset my service interval message in my car.
  
  While I realize mistakes happen, this was a potentially dangerous oversight. In addition the complete lack of customer service from the dealership including the inability to reach anyone via phone and their failure to follow up are incredibly frustrating. Both my wife and I drive Kia vehicles and my opinion of the brand is greatly diminished now. I find it unlikely we will continue purchasing Kia vehicles if this is how the brand treats us.
  My invoice RO# was ******* and customer #*******.

  Business Response

  Date: 11/18/2024

  I invited the customer back to inspect the vehicle and I have ordered a new wheel due to slight damage to 3 of the lug nut holes. The customer is currently in a loaner vehicle and the vehicle should be ready by Tuesday November 19th based on parts ordering  Sincerely,  Jim A******Service directorDestination Kia760 Central Ave Albany NY 12206***************************###-###-####

• Initial Complaint

  Date:11/02/2024

  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.

  Destination Kia has had my car for 9 weeks. They are uncommunicative regarding the required repairs covered by recall, warranty, or service plan...all of which cover this repair. The vehicle is a 2018 Kia soul EV and the drive battery was determined to be defective...they do not answer phone text or email. They are aware that my wife has a condition that requires her to drive to treatment for a rare blood disorder on a regular basis. She is trying to move her appointments to a local destination but without much luck. She has missed 3 appointments. I have been walking to work, making car and insurance payments and have super patient but I have no more patience for a company that sells cars but refuses to fix them...

  Business Response

  Date: 11/04/2024

  We are providing the customer with alternate transportation until the vehicle is completed. This is at no charge to the customerThank youJim A******Service directorDestination Kia760 Central AveAlbany NY

• Initial Complaint

  Date:10/09/2024

  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 bought supposably a certified 2022 Kia Soul.
  The tires on the car measure 3/32 or .110-.130 thousand. The rears are worse than front. I never received anything that shows the inspection that was performed to put the car on the lot as certified.
  
  Now I could go on and on about the lies but it won’t help a bit because it was verbal.
  
  I was promised a full tank of gas only got 1/2-3/4. The salesmen said he would take care of it. When I picked the car up it wasn’t full. The salesman then told me that the dealership only allowed 1/2 tank. He should have said that the two times I asked about a tank! Just another lie.
  
  He said it was owned by Elder People. I highly doubt It I have my reasons. Please give me a phone number of previous owners. I never received a number.
  
  I reported this problem on 9/30/2024 well before the time you people have to take it back.
  I haven’t received any communications from David R**** since 10/06/2024. It was a Sunday I received a single email that I responded but no response back.

  Business Response

  Date: 10/11/2024

  Good morning,

  This customer has been resolved, see attached response to the attorney general claim that he also filed.

  Regards,

  Maureen K****

   

• Initial Complaint

  Date:10/09/2024

  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 car was towed up here on Saturday 9/28 for engine issues. From the moment I made my first call there I knew it was going to be an issue. No one ever answers the phone, I called the first week AT LEAST 50 times and was either transferred to a voicemail or no one answered. All I wanted was an update on my vehicle. I kept getting pushed around every time I called. Fast forward to picking my car up on 10/9, when I arrived no one knew where any of my paperwork was or had anything ready even though I was told I could come. Everyone from the cashier to the service manager had horrible customer service. I had asked that my oil be changed and tires rotated and they said yes that could be while it was there. I paid for those services separately as everything else was covered under my warranty. They ensured me that everything was done. When I got the car home I realized that my back tire had in fact not been rotated, I know this because I’m missing the cap to where I would put air in. So I called up there immediately and someone answered and when I told him what was going on he transferred me to a voicemail yet again. I have never in my life dealt with such HORRIBLE customer service . Not to mention, lying about working on someone’s vehicle is beyond horrible. Now I’m also questioning if they actually did my oil change or just said they did and charged me for it .

  Business Response

  Date: 10/10/2024

  we are going to refund the customer as per goodwill, I viewed the camera and found the oil change was done but the tire rotation was not done. I have offered the customer return to have the tire rotation done at no charge on the next service

• Initial Complaint

  Date:09/10/2024

  Type:Product 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.

  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. 
  
  
  
  Regards,
  
  
  
  ***** ******
  
  
  
  
  
  
  
  
  g me from getting reimbursement for the rental they had told me to get myself, so now I am seeking the total amount of the rental, payments made to the card, and interest accrued totaling 5,168.30

  Business Response

  Date: 09/26/2024

  Regarding the complaint filed by Mr. ******, we advised the customer the process at the time his vehicle was towed in. His extended warranty company would consider alternate transportation after a complete diagnosis was completed. Mr. ***** decided to rent a vehicle before the diagnosis was performed. Mr. ****** was advised of the time frame the repairs could possibly take based on the dealership work schedule. Once the vehicle was able to be diagnosed, our service advisor was able to obtain rental coverage in the amount allowed by the extended warranty company in which time we submitted with the repairs for the coverage of the rental bill as approved by the contract. Please feel free to contact me with any further questions regarding this complaint

  Sincerely, 
  

  Jim A******

  Service director

  Destination Kia

  760 Central Ave

  Albany, NY 12206

  ********@destinationkia.com

  518-482-0500 x2202

  Business Response

  Date: 10/01/2024

  As a gesture of goodwill Destination Kia will reimburse $2000.00 towards the cost of rental charges