Revdex.com Case # ***
At Pence KIA, we make a commitment to provide exceptional customer service for all of our customers It comes as no coincidence that Pence KIA has the highest customer satisfaction rating in the Southeast region We understand that vehicle repair
can be a stressful time and try to make the repair process as easy and as quickly as possible.
A *** *** was dropped off on Friday night in our afterhour’s night drop box The night drop box is utilized when our Service department is closed Service employees are not present afterhours to acknowledge the vehicle is there, or to give any estimated time of repairOur KIA service advisor returned the customers call on Saturday morning as soon as he became availableHe informed her that we would try our best to get her vehicle repaired that day, but gave no guarantees.
Pence KIA is open for service on Saturdays as a courtesy to our customersWe understand that it may be difficult to schedule service for your vehicle during the work week and provide Saturday hours to help our customers with limited availability Many of our customers take advantage of our Saturday hours and our schedule is booked very tight
Vehicles that come in for service, especially those with “no start” issues, are diagnosed and serviced by our highly trained, KIA certified techniciansVehicles to be serviced are either scheduled ahead of time, or put in queue based on their arrival time Due to our busy appointment calendar, with many appointments scheduled ahead of this customer’s vehicle, we were unable to complete the service on the *** on Saturday
The complainant called into our Service Department on our customer’s behalf on Saturday evening He was informed by our service advisor that we were unable to complete the service on the vehicle, and that it would be one of the first vehicles to be serviced on Monday morning
Unfortunately, neither *** *** *** *** nor Pence KIA provides alternative transportation for vehicles in which we were unable to diagnose due to time and availabilityHowever, we do have rental vehicles available at a reduced daily rate for those that must have alternative transportation
We hope that our customer was able to have service work completed on her vehicle by another dealership in a time frame that better suited her situationThe Pence KIA service department strives to provide excellent customer relations, competitive pricing, and superior vehicle service repairsWe urge you to compare our pricing and read our reviews
Sincerely,
*** * ***, Operations Director, Pence Automotive
We started so great with our car salesmanHe was so awesome and helpful and believe it or not...not pushy at allThe great service unfortunately ended thereWe had to move on to the person who handled the financing side and while nice at first turns out he did not follow any of the directions given by the credit union whom already activated my preapproval and from then on service and attitudes got worse and worseFinance manager was absolutely useless and had no common courtesy for the customerAfter days of dragging me through the mud because of THEIR mistakes....all he could say is "I don't know what you want me to do about it." Then as he made one last mistake on my second go round signing all the papers, we had to turn around and do it a third timeTo top it all I had to return later to get the car cleaned because it was to late the date of purchaseI was given a voucher "supposedly "worth $of detail service for the carI waited an hour with my almost year old to find that only a basic wash was doneSeats were still visibly dirty, dash and cupholders dirty etcso I have to call them back to complete my car cleaningAs I'm leaving I realize that my gas had gone down miles when it only was pulled around for cleaningMy AC which I had off and was using windows and sunroof was blasting at and the seats were laid back with my radio station changedI assume a party went on during all that time my car was supposed to be cleanedI can not stress how awful of a car buying experience I had which is very sad when spending so much money at a businessI would not recommend a dog I hated to buy a car there
October 17,
Revdex.com case # ***
To whom it may concern:
My name is *** ***; I am the General Manager for Pence Nissan Subaru KiaI received the Revdex.com email and fully understand the customer’s concerns
I
have conducted a thorough review of the issues raised by the customers regarding the text message conversations between the customer and my salespersonI returned a phone message left by the customer on the 14th of this month and personally apologized for the salespersons text communications and in no way justified his actionsI did tell her that the salesperson had been counseled and no further contact would be made from that salespersonI also offered to be available if any of the other family members needed to speak directly with myself seeing they were involved in the negotiations
We thank the customer for bringing this issue to our attention so it could be responded to in the appropriate manner
Sincerely,
*** ** ***
General Manager
Pence Nissan Subaru Kia
[A default letter is provided here which indicates your acceptance of the business's offer. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the offer made by the business in reference to complaint ID***, and find that this resolution would be satisfactory to meI will wait for the business to perform this action and, if it does, will consider this complaint resolvedIf the company does not perform as promised I can get back to you at: *** of the letter they wrote you that I did disagreeThey let me signed documents that they did not explain it to me and when I complain to Revdex.com they immediately took an action to settle my complains and they did said they will give us the extra accessory to the car if we will give them a good review
Regards,
*** ***
I am the [redacted] of Pence and personally spoke with
[redacted]r involved in this transaction. It was
/>
determined the customer went through the buying process and agreed to purchase
the vehicle. She was then introduced to the [redacted] to complete the transaction.
While in the finance office, items were offered for the car such as an extended
warranty, guaranteed auto protection, oil change plan, and a paint and interior
protection package. The customer signed for each product separately as well as
a menu page that explained all the different items purchased at that time. The
customer thanked all parties involved and left with her new car.
The next day the client’s husband had questions about the
agreement of which the [redacted] went over line by line and explained all
the features and benefits of all items purchased and asked if he wanted his
wife to cancel those products as we would be more than happy to do so. At that
point he said no, all those items would be important to have. He did ask about
the price of a tow package, at which point we offered at no charge to him. He
was extremely happy with the deal. He
then shook hands with all parties involved, said thank you and left.
I have recently called the customer to see what happened and
to see if I could offer any assistance. The customer said she did not understand the
items she purchased had a cost value. I asked if she wanted to cancel these items
and apply the refunds to her loan and customer said yes. Customer has since come
in, signed documents to cancel products.
All agreed upon products will be cancelled at the client’s request.
Revdex.com:
I have reviewed the offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
This letter serves as a CYA to the complaint made to [redacted] and much of the information is correct (ie., the availability of the a rental--I asked, and the service advisor saying that it would be looked at first thing Monday; In fact, his response was "hopefully Monday or Tuesday--but once again, no guarantees". As stated in the original complaint, the receptionist verified receipt of the vehicle and the battery could have been replaced in less than 1 hour, had employees not left early for the day. There is no corrective action or apology in the company's response and for that reason, I am rejecting Pence's response.
Regards,
[redacted]
Revdex.com Case # ***
At Pence KIA, we make a commitment to provide exceptional customer service for all of our customers It comes as no coincidence that Pence KIA has the highest customer satisfaction rating in the Southeast region We understand that vehicle repair
can be a stressful time and try to make the repair process as easy and as quickly as possible.
A *** *** was dropped off on Friday night in our afterhour’s night drop box The night drop box is utilized when our Service department is closed Service employees are not present afterhours to acknowledge the vehicle is there, or to give any estimated time of repairOur KIA service advisor returned the customers call on Saturday morning as soon as he became availableHe informed her that we would try our best to get her vehicle repaired that day, but gave no guarantees.
Pence KIA is open for service on Saturdays as a courtesy to our customersWe understand that it may be difficult to schedule service for your vehicle during the work week and provide Saturday hours to help our customers with limited availability Many of our customers take advantage of our Saturday hours and our schedule is booked very tight
Vehicles that come in for service, especially those with “no start” issues, are diagnosed and serviced by our highly trained, KIA certified techniciansVehicles to be serviced are either scheduled ahead of time, or put in queue based on their arrival time Due to our busy appointment calendar, with many appointments scheduled ahead of this customer’s vehicle, we were unable to complete the service on the *** on Saturday
The complainant called into our Service Department on our customer’s behalf on Saturday evening He was informed by our service advisor that we were unable to complete the service on the vehicle, and that it would be one of the first vehicles to be serviced on Monday morning
Unfortunately, neither *** *** *** *** nor Pence KIA provides alternative transportation for vehicles in which we were unable to diagnose due to time and availabilityHowever, we do have rental vehicles available at a reduced daily rate for those that must have alternative transportation
We hope that our customer was able to have service work completed on her vehicle by another dealership in a time frame that better suited her situationThe Pence KIA service department strives to provide excellent customer relations, competitive pricing, and superior vehicle service repairsWe urge you to compare our pricing and read our reviews
Sincerely,
*** * ***, Operations Director, Pence Automotive
We started so great with our car salesmanHe was so awesome and helpful and believe it or not...not pushy at allThe great service unfortunately ended thereWe had to move on to the person who handled the financing side and while nice at first turns out he did not follow any of the directions given by the credit union whom already activated my preapproval and from then on service and attitudes got worse and worseFinance manager was absolutely useless and had no common courtesy for the customerAfter days of dragging me through the mud because of THEIR mistakes....all he could say is "I don't know what you want me to do about it." Then as he made one last mistake on my second go round signing all the papers, we had to turn around and do it a third timeTo top it all I had to return later to get the car cleaned because it was to late the date of purchaseI was given a voucher "supposedly "worth $of detail service for the carI waited an hour with my almost year old to find that only a basic wash was doneSeats were still visibly dirty, dash and cupholders dirty etcso I have to call them back to complete my car cleaningAs I'm leaving I realize that my gas had gone down miles when it only was pulled around for cleaningMy AC which I had off and was using windows and sunroof was blasting at and the seats were laid back with my radio station changedI assume a party went on during all that time my car was supposed to be cleanedI can not stress how awful of a car buying experience I had which is very sad when spending so much money at a businessI would not recommend a dog I hated to buy a car there
October 17,
Revdex.com case # ***
To whom it may concern:
My name is *** ***; I am the General Manager for Pence Nissan Subaru KiaI received the Revdex.com email and fully understand the customer’s concerns
I
have conducted a thorough review of the issues raised by the customers regarding the text message conversations between the customer and my salespersonI returned a phone message left by the customer on the 14th of this month and personally apologized for the salespersons text communications and in no way justified his actionsI did tell her that the salesperson had been counseled and no further contact would be made from that salespersonI also offered to be available if any of the other family members needed to speak directly with myself seeing they were involved in the negotiations
We thank the customer for bringing this issue to our attention so it could be responded to in the appropriate manner
Sincerely,
*** ** ***
General Manager
Pence Nissan Subaru Kia
[A default letter is provided here which indicates your acceptance of the business's offer. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the offer made by the business in reference to complaint ID***, and find that this resolution would be satisfactory to meI will wait for the business to perform this action and, if it does, will consider this complaint resolvedIf the company does not perform as promised I can get back to you at: *** of the letter they wrote you that I did disagreeThey let me signed documents that they did not explain it to me and when I complain to Revdex.com they immediately took an action to settle my complains and they did said they will give us the extra accessory to the car if we will give them a good review
Regards,
*** ***
Case #[redacted] Pence Nissan Subaru Kia
To whom it may concern,
I am the [redacted] of Pence and personally spoke with
[redacted]r involved in this transaction. It was
/>
determined the customer went through the buying process and agreed to purchase
the vehicle. She was then introduced to the [redacted] to complete the transaction.
While in the finance office, items were offered for the car such as an extended
warranty, guaranteed auto protection, oil change plan, and a paint and interior
protection package. The customer signed for each product separately as well as
a menu page that explained all the different items purchased at that time. The
customer thanked all parties involved and left with her new car.
The next day the client’s husband had questions about the
agreement of which the [redacted] went over line by line and explained all
the features and benefits of all items purchased and asked if he wanted his
wife to cancel those products as we would be more than happy to do so. At that
point he said no, all those items would be important to have. He did ask about
the price of a tow package, at which point we offered at no charge to him. He
was extremely happy with the deal. He
then shook hands with all parties involved, said thank you and left.
I have recently called the customer to see what happened and
to see if I could offer any assistance. The customer said she did not understand the
items she purchased had a cost value. I asked if she wanted to cancel these items
and apply the refunds to her loan and customer said yes. Customer has since come
in, signed documents to cancel products.
All agreed upon products will be cancelled at the client’s request.
Signed,
[redacted]
[redacted] for Pence Nissan Subaru Kia
Revdex.com:
I have reviewed the offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
This letter serves as a CYA to the complaint made to [redacted] and much of the information is correct (ie., the availability of the a rental--I asked, and the service advisor saying that it would be looked at first thing Monday; In fact, his response was "hopefully Monday or Tuesday--but once again, no guarantees". As stated in the original complaint, the receptionist verified receipt of the vehicle and the battery could have been replaced in less than 1 hour, had employees not left early for the day. There is no corrective action or apology in the company's response and for that reason, I am rejecting Pence's response.
Regards,
[redacted]