Aloha Auto Group, Ltd.

I appreciate the opportunity to respond to this complaint We understand that our processes must be customer driven in order for us to consummate a sale and make sure that the purchase experience exceeds expectations Based on the description provided by the consumer, our staff failed to meet the expectations that we have established at our company for the purchase process I have interviewed staff members and provided counseling to the staff members identified Our team is expected to disclose and explain all documents that they want the consumer to execute Since we are not a credit reporting agency we are not able to provide consumers any information about the credit reports that we obtain Information obtained is limited to specific purposes related to obtaining financing for the vehicle purchase or lease The consumer should have received a risk based pricing notice that provides them with information on how to obtain a copy of their credit report I would like the consumer to contact me directly if they did not receive this notice and I will provide it to them.No consumer should experience treatment that has been described in this complaint and I apologize for the sales experience he received I would appreciate an opportunity to directly speak with the consumer so that I can get specific information about his experience if he is willing to give me a call My direct line is 792-***.Mahalo,Russell W***, COO

Thank you for giving us the opportunity to respond to complaint # [redacted] We agree that the consumer came into repair and service her [redacted] Soul on December 3rd, While at the store, our sales person started a conversation with the customer and discussed trading in her Kia Soul for a [redacted] Optima Ultimately the customer agreed to trade in the Soul and purchase the Optima on that date To protect both the consumer and the dealership, the purchase process requires the execution of a significant number of documents and many disclosures After reviewing all of our documentation, it is clear all parties freely executed the agreements Shortly after the sale our store General Manager received a call from the customer's son wanting to terminate the transaction We advised the son that we had a valid sales contract but would agree to meet with our customer On December 17th we called to confirm a meeting time and left a message on voicemail On December 18th, the son called and indicated on a voicemail message that his mother was on an outer island On December 19th, or Director of Operations spoke with the son and they agreed for all parties to meet on December 20th at 11:00am The customer and her son showed up at 12:25pm on December 20th and the son expressed that our customer couldn't afford the car and that she was coerced into buying it Our customer indicated that she was uncomfortable with the car she traded in and was interested in trading the car The son suggested that our customer was not of sound mind to make a decision regarding a major purchase We advised the son that it was our opinion that our customer spoke very intelligently and seemed fully capable of making decisions We did advise the son that if a doctor certifies that she is not capable of making decisions, we would work with the lender to terminate the transaction The son's desire was that our customer just be allowed to walk away from the loan We advised both our customer and her son that we are not accepting responsibility for the car's welfare and they should not leave it at our lot In the interest of goodwill and because the customer indicated the payment was too high, we pointed out that she had purchased optional after market products (GAP Coverage, Maintenance Care, Theft Deterrent) that were cancellable and could further reduce her payment Our Director of Operations also indicated that he was willing to re-assess her travehicle to further assist in getting her to a payment of $ Both our customer and her son seemed appreciative of our desire to keep a valued customer happy and they agreed to get back to our Director of Operations by Monday 12/ We advised them that time was of the essence as any modifications to the contract also required involvement and approval from [redacted] Finance On December 22nd, our Director of Operations called and left a message on voicemail On December 23rd at 9:45am our Director of Operations called the son and he indicated that they decided they did not want the vehicle and would just leave it at that We reiterated all of the prior discussions and told him that any return of the vehicle was between him and the lender We are unable to agree to the consumer's desired settlement but are willing to work with the customer to honor the agreement we offered on December 20th, subject to the lender agreeing to the same Thank you again for allowing me to respond to this complaint

Complaint: I am rejecting this response because: The written rejection is attached as a Word document Sincerely, [redacted]

Complaint: [redacted] I am rejecting this response because it was never made clear, as they claimed, that I was choosing a different vehicle than the one I was offered (not chosen) I only ever drove one vehicle, I was only given one vehicle to driveSince that vehicle was offered AFTER the cost was discussed it should have been made very, very clear that I was being OFFERED a vehicle that DID NOT match the cost I was given.Why would they give me one price, then offer me a vehicle that cost more without explaining that it was a more expensive vehicle? They had three days to explain that they had offered me a vehicle that was more expensive than the quote they gave meOn the third day, they still swore to honor the quoteAt no time did they EVER state that the vehicle they were offering was a more expensive model than the one they quotedOnly at the last second did they change the price, and still they said nothing about the vehicle being a more expensive model, only that the GSM had "made a mistake" in the quote.This is so obviously a bait and switch that went badTo then try an blame me for not knowing that I had been tricked is outrageous.I have bought another vehicle and want nothing more to do with the sleazy business and sales tactics of Aloha Kia and will be certain to steer anyone I know away from them Sincerely,

Complaint: ***
I am rejecting this response because: It has not been resolved yet, we have met the Director Allen to discuss options and have currently agreed to allow *** to attempt to repair the vehicleHowever we are skeptical that this will resolve the issue since we have attempted to fix it times by different mechanic shops in the whole days we owned it, one them being a specialist in *** *** repair and am worried this is only a delay on ***'s part in order to end the Revdex.com's involvement, which they were responding to, although we had also sent a formal complaint via certified mail of which they did not respond to at all, nor acknowledged that they received it
Sincerely,
*** ***

Following is a summary of the timeline of events relating to
this complaint:
The consumer was looking for a used SUV on 8/13/15. We had a clean *** on a recent tra
that she was interested in. Our General
Manager in Hilo disclosed to her that the vehicle needed a
complete brake job
before we could authorize the vehicle for Sale.
He made an appointment for the consumer to come back on 8/
On 8/14/we
completed our Used Car Inspection that included a brake job, oil change, and
wiper blades. That RO was closed on
8/14/a copy is attached.
On 8/15/the consumer returned to the dealership reviewed
the completed work, test drove the vehicle, agreed on a price, and purchased an
extended service contract. She was
provided all paperwork including (see attached) “Get Ready Authorization” form which
states “vehicle sold as equipped” and “nothing promised or implied”
09/01/the consumer returned to *** *** and said that
her vehicle brake light was on and wanted to know what was wr*** with her
vehicleWe performed a free scan of her automobile and determined that it
would need a ABS module and quoted a price to her of $2,209. She had purchased an extended service
contract so we also filed a claim on that policy
On 9/the consumer dropped off her vehicle and was
provided a loan car free of charge because we were concerned that the process
was taking l***er than we expected.
On 10/13/the extended service contract provider requested
additional information and needed additional downloads of the codes from the
diagnostic equipment. The claim was
approved on 10/14/15, and the parts were ordered from the ***/***
dealer. On 10/15/the consumer
returned our loaner vehicle and picked up her *** *** ***. On 11/11/the part arrived, we provided the
consumer a loan car and an appointment was made with the *** Dealer to
calibrate the part
On 11/25/the *** Dealer determined the part was
faulted, and a new part was ordered. On
12/28/the 2nd replacement part arrived and the vehicle returned
to ***/*** to complete the repair.
On 1/6/the repair was completed and the consumer was notified that
her vehicle was available for pick up
On 1/11/the customer picked up her vehicle and returned
our loan car
Our Position on this dispute:
We value all of our customers and it is our goal to exceed
customer expectations of their sales and service experience when they do
business with us. In this instance, we
provided all disclosures regarding the vehicle and advised the customer of
repair work that we needed to complete prior to selling this vehicle. We have attached several disclosure forms
where the consumer understood that this vehicle was being sold “As-Is” with
limited warranties. She agreed to
purchase an extended service contract to be covered from unforeseen issues with
the vehicle. Based on my review of the
efforts made by the General Manager of our Hilo store, we attempted to do
everything possible to work through a situation where an unanticipated problem
came up on the vehicle after it was purchased by the consumer
Throughout the process, the customer was provided
transportation through a loaner vehicle provided by our Hilo store. Whether the customer was in their ***
*** *** or our *** *** Loaner, they would have had to pay for the
gas that they utilized while driving the vehicle. Additionally, the customer would have been
required by their lender to continue making payments. While there was no requirement for our store
to provide a loaner vehicle, because of the situation we provided one and the
consumer did not have to endure the additional expense of renting a vehicle
We do not understand the consumer’s comments regarding a
mile discrepancy as our records indicate the vehicle had 49,miles on it
when the RO was opened on 9/24/15, and the vehicle had 49,miles on it on
1/7/based on the Big Island *** RO that was attached to this complaint
We have complied with all regulatory rules and made efforts
to provide additional goodwill because we were frustrated by the length of time
this repair was taking. Our goodwill
efforts were not well received by the consumer and I have attached a social
media posting made by the consumer about our company
We are not willing to provide any further goodwill with
respect to this situation and we are not willing to agree to her desired
settlement.Sincerely,Russell W***Chief Operating Officer

It is always our desire to provide a purchase experience that exceeds customer expectations. Obviously we did not meet that standard with this consumer. When we sell a vehicle of this age, it is important for us that we determine the vehicle is mechanically sound and we always offer an
extended service contract that the consumer can purchase that covers the mechanical operation of the vehicle. We were aware of the recalls and disclosed them to the consumer prior to purchase. We are glad that the recalls have been completed. Vehicles of this age have ongoing maintenance and repair issues. The extended service contract purchased by the consumer will cover mechanical breakdown repairs but does not cover ongoing maintenance so we advised the consumer that the seals on the windshield would need to be paid by the consumer. We are willing to agree to provide a complete detail of the car that the consumer has requested once the leaks have been repaired as an offer of goodwill and with the desire to try to regain the consumers confidence in our company

Complaint: ***
I am rejecting this response because:There are several misstatements in business reply, and even their own documents contradict what they are now claiming My car was in their continuos possession for several monthsA corporate representative was in my car at their business during the time the company now says the car was in my possessionThey are making up stories and are not providing any documentationI want a copy of the log from corporate that documents the help the corporate help desk provided in trying to diagnose the problems with my carThis dispute is in no way connected to warrantyThey violated several areas of the vehicle code which I learned after I received my car backThey did not provide me with estimates, verbally told me they performed work which they did not document, put in parts without my knowledge or permission, and told me they put in a part from another car in my carThey did not notate mileage in or outI have written communication during time they say they did not have my car, and text messages about the check engine light being on when I got my car back..I was told to keep driving it and the engine light should go off..It never didI am willing to have past and present employees deposed to get the truth.
Sincerely,
*** ***

The preworkorder on RO *** is signed by the customer and we did not provided an estimate because it was a comeback from a prior repair RO#*** so we were not going to charge her the diagnostic fee. At the time she brought the car in, we had no idea what was wroteAfter diagnosing the vehicle an estimate of for parts and $466.00 was needed to repair the vehicle. The vehicle sat and was not worked on until we received verbal approval to move forward and complete the repair. There was a gap of several months before the customer authorized the repair. The work on the vehicle was not completed until June 7th of and the customer signed her credit card slip and did not dispute the fact that she provided approval to do the workIn speaking with the customer she indicated that she did pick up the vehicle a couple of times but brought it back and it primarily sat at our lot. The Service Manager that worked with Ms*** is no longer with our company so I can not dispute the customers claims that she brought the vehicle back and it sat on our lot. We have comments in the file that the customer lives part time in the islands, and on November 3oth, we have a not in file that she, “Request to pick car up and take as is. Repairs not completed.” I do not have documentation in file on the date the car was brought back to our lot. On March 18th, there is a note that the work to repair the vehicle was approved and the technician completed the work and the repair order has the following documented, “TEST DROVE VEHCILE FOUND ALL IN WORKING ORDER. VEHICLE RUNS SMOOTHLY WITH NO ISSUES.” From March 18th until the customer picked up and paid for the repairs on June 7th, the vehicle sat on our lotIt is my understanding that a majority of the miles that were put on the vehicle were done by the consumer however I do not have records of the mileage at the date she picked it up on 11/20/2015, and I do not have records of the date the vehicle was brought back or the miles when it returned. I do believe that the number on the technician copy of the repair order handwritten *** is the number of miles that were on the vehicle when it was released back to the consumer on 11/30/with the repairs not completedI would also like to mention that the consumer indicated that she took her vehicle to repair facilities prior to bringing the vehicle to us to repair. Both repair facilities indicated that they were unable to repair her vehicle. When I asked the consumer what is currently wrote with the car, she indicated that the repairs that we made had corrected the problem however we damaged her car as it now has oil leaks. I advised her that she has a year old car that had multiple repair issues and that we are not responsible for her oil leak

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meHowever I do differ with a few things. When I went to find out how much id have to pay for my speakers, I was not quoted $i was quoted $to get that checked and fixed, I was never quoted $He told me the $was for them to open up the dash and see if its a loose wire or if the speakers would need to be replacedSince I was quoted the $for the speakers I said I would make an appt for that because I hadn't had the money at the timeAbout a week later my engine light and my track light came on so I called to get that checked and made an apptYes I did cancel and reschedule the appts that I made to check the sensor lights but asked if I could get that checked when I bring it in for my appt to check my speakers, she said yes they could do it all on that dayWhen I went down to check my engine and track light I dropped off my car at 9amSoon after I left, I get a call from the service department to see if I also want to do a multi vehicle inspection, oil change or a complimentary car wash as wellSince she said it was free, I said yesI also asked the woman if they can let me know if I need to pay for anything and she said yes they will definitely let me knowWhen they called me back to pick up my car they told me that of my oxygen sensors were out and I needed to change it but they dont have it in stock, they would have to order and wait for the warranty company to get back to them to see if its covered and if not I'd have to pay for itThey also told me that I had a balance to be paid for the diagnostic test (for my engine and track light) and the oil change (even though I was offered services and not explained that I would need to pay for it and even after asking them to let me know if I needed to pay anything)I was not told that my warranty didnt cover the diagnostic test or the oil change until the service was done so I wasn't aware that I had to pay for anythingSince I didnt have the money for all of that, the woman told me they would leave the account or balance open and when I come in to fix my speakers and sensors I could pay for everythingA few days later the woman called me back and said my warranty covers for the diagnostic test and for the sensors to be replaced, and that I would only be responsible for my deductible of $as well as the oil change of about $that I hadn't paid yetI told her that was fine and when I bring in my car to fix my speakers and sensors I would pay the oil change, the deductible for my sensors and the quote to fix my speakersWhen she confirmed my next appt she confirmed with me that they would be fixing my speakers and sensors, and id need to pay my oil change I agreed to that with her and said yesThe next day I took my car in at am 10/31/to fix the sensors and speakers but the woman I spoke with about my case was off so another woman handled my caseThe woman wasnt to clear as to what my appt was for so I explained to her that I was there to fix my sensors, speakers and to pay my oil change from my last visit and that I have the money to pay for all of thatShe understood and said she will let me know when my car is doneThey call me back around 1:45pm and tell me my car is done but they couldnt fix my speakers and that the shuttle would be picking me up by 2pmI waited from 2pm to about 4:30pm for the shuttle and then had to meet a guy who was driving my car to meet us half way so I didnt have to wait any longer in trafficI was already frustrated because my speakers were not fixed and thats what my original appt was for, plus id have to come back and use my mileage, gas and timeNow, if they needed to replace the speakers wouldnt they have to open up the dash board(like the manager had told me) to see if it was actually the speakers that needed to be replaced or if it was the wireing(which is what it sounded like to me)So since I had the money I don't understand why they didnt even check what was wrong with it? After waiting for almost hours and not getting my speakers done, I had finally gotten my carWhen I got out of the shuttle I asked the woman if I should pay the person who drove my car to me and she said no dont pay him, the manager will take care of the bill for what had happened and to call him the next dayI didnt get a chance to call him the next day but I did have the money and was told I dont need to pay for anythingI didnt even receive a follow up call from the company to see if everything waa doing ok with my sensors, or if they did the multi vehicle inspection or found anything I should know about(since they didnt check it that last time it was offered for free), if they did the complimentary car wash( like they also offered at the previous appt but never got done)Whatever the case is, I feel like I havent been getting all the information I needed to know about my warranty as far as covergae, I feel like I been told things that were not explained to me correctly, and I feel like I have been getting run arounds from this company as far as services from the very first day I called to find out if my warranty would cover for my speaker problemI hope we can find a resolutionfor this situationThank you for your time
Sincerely,
*** ***

*** *** *** ***
*** *** *** *** *** *** **
*** *** ***
*** ***I received a message that the business "has addressed the issues in my complaint"This is not correctThe business merely submitted a letter yet did not address the many issuesMy understanding is the business is supposed to address the complaints and Revdex.com is supposed to report accuratelyYou closed the case and say the complaints were addressedThis is not true.Who can I speak with about this?Thank you*** ***Sent from my ***

Thank you for the opportunity to respond to this complaint. It is always our desire that we meet the expectations of our consumers and provide a positive selling experience. We acknowledge that there was miscommunication between our sales associate and our sales manager on this
transaction. Our General Manager, Troy Chong, apologized to the consumer and was able to share the process that we went through with their transaction. Our forms disclose to the consumer that we may send the application to multiple lenders in an effort to obtain the best financing options available. When a consumer requests that we limit the transmittals of his application, we generally indicate that on the signed document. The consumer's application that our sales management team was working with did not have those notations. We have counseled the Sales Associate involved and provided further training on our process relating to this issue to prevent this from occurring in the future

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
The *** chief operating officer for Hawaii called me and apologized times since my Revdex.com complaintI called him back- he authorized this refund by check which he put in mail and which I received and cashed today thanks to the Revdex.com process- the *** chief operating officer for Hawaii also has granted to me on the phone the reverse charge refund to my bank card in amount of $345.22- both refunds totaling close to $which I get to keep while various *** offices figure out why there are discrepencies - if I am owed $or both refunds close to $This is because *** also found my auto payment prior to trading in car “may“ not have been applied to loan balance at trade inThis has been frustrating confusion but the chief operating officer was very polite, professional, and apologetic and made it right with meTo ensure the provisional refund through my bank card dated 12-20-becomes permanent, I had to go today to my bank to sign my original phone bank complaint from 11/22/17- on the refund paperwork I wrote the chief operating officers contact info - the man who authorized both refunds- because he told me on the phone if I have further problems to contact him directly
Sincerely,
*** ***

While we never like to hear of a dissatisfied customer, we appreciate the opportunity to respond to this consumer’s complaint about their sales experience with our company. We agree that the consumer leased a car from us in August of 2014. I have reviewed our documentation from the
lease transaction and all executed documents clearly disclose the lease turn in requirements and conditions. We have no record of any agreement that would modify the contractual obligations signed by all parties. We agree with the consumer that purchasing or leasing a vehicle is a lengthy process and do not dispute that it could have taken six hours. Although we have no record of any verbal discussions between the parties, we do believe it is possible that a discussion relating to the Soldiers and Sailors relief act could have occurred during that time. We disagree with the consumer that any fraud occurred. The vehicle sales process is time consuming and requires significant disclosures and signatures to protect all parties, the consumer, the lender, and the seller. All of the records in our possession clearly document each parties responsibilitiesWe are unable to accept the consumer’s desired settlement of Aloha Kia shipping the vehicle to Alabama unless they have documentation that is different than the executed documents we have in fileWe do not have any agreement in file that indicates Aloha Kia would ship their vehicle during the term of their lease. If the consumer would like to sell the vehicle prior to their departure, we are willing to appraise the vehicle and offer them a value around Kelley Blue Book Trade In value less any reconditioningIf the consumer would like to speak directly with me, I can be reached at (808) ***-***Mahalo,Russell W*** COO

We appreciate the opportunity to respond to the complaint received from Mr*** ***We agree that Mr*** came in to take a test drive on a Kia Forte and subsequently purchased a Honda CivicMr*** is entitled to receive our $test drive guaranty and the gas card is
being mailed to his home address today
We had a breakdown in internal processes that I will cover with all staff involvedThe initial delay occurred because our General Manager in Hilo wanted an opportunity to speak with the customer prior to transmitting the gas card request to our Honolulu payables officeOnce the request was sent to our Honolulu business office, we failed to match it up with two internal forms that we use to control the issuance of the cardsWe did not have the test drive log or the copy of the invoice on the Honda purchase so the request was held in the Honolulu business office
I would like to apologize to the customer for the delay in our processing and I will agree with his desired resolution that he rightfully deserves the $gas card
Please have the customer contact me directly at *** *** or by email at *** if he does not have the gas card in hand by this Friday August

I appreciate the Revdex.com for giving us the opportunity to address this complaint.
Based on my review of the complaint, our Service team followed clearly established processes to address her concerns. With all repairs, we must first diagnose the problem to determine how we will be paid for
the repair. Generally we look to three potential providers of payment; 1) the manufacturer if the vehicle is still covered by warranty, 2) any potential extended service contract providers that the consumer has purchased, or 3) the consumer that currently owns the vehicle. Until one of the three approves the work to be done, we are unable to proceed with the repairs
In this instance, the vehicle is a Toyota and is out of the manufacturer’s warranty so the consumer did not take it to Toyota for coverage. The consumer purchased an extended service contract and we were able to get specific repairs approved by the extended service contract provider subject to the $deductible per the terms of her contract with her provider. She acknowledge the deductible and we scheduled the covered repairs. At that time we provided her a quote of approximately $to replace her speakers and advised her that the extended service contract would not cover that repair. Our records indicate that she declined that repair so we did not purchase the speakers from Toyota
Our records also indicate that we scheduled, received cancellation, rescheduled, and had difficulty in reaching a mutually convenient time to conduct the repairs. The consumer states the same thing in her complaint. We apologize to the consumer because of our misunderstanding of the repairs she was requesting. It is always our desire to complete any approved repair and we would gladly replace her speakers as long as we collect a deposit for the purchase of the speakers from Toyota since this is a non-covered repair
We are unable to agree with her desired settlement. Her current repair order remains open with a balance due for her deductible of $which she clearly acknowledges in her complaint plus an oil change that she authorized. We do not have unlimited resources and limit loaner cars to warranty repairs that qualify for loan car reimbursement and extended service contract repairs that have loaner coverage. We do offer a free shuttle service but those pick ups and drop offs are scheduled and on a specific route and subject to traffic delays. We never like to inconvenience any of our customers and provide the best available options that we can subject to the resources that we have
As soon as the customer pays us for the remaining amount due on the work we have already completed, and provides a deposit for us to acquire the speakers, we will schedule the repair
Thank you for the opportunity to address this concern
Sincerely,
*** ***
COO

Hello, My name is *** ***My case number is #***I had a case against Aloha Kia in Hilo, Hawaii I wanted to write to cancel my complaint against them as they are helping me resolve the issue that we have with them Thank you, *** ***

I spoke with Ms*** today 7/over the phone and reiterated our position on this complaint We have responded to the issues in the complaint and provided documentation to multiple parties including the merchant service provider when she disputed her charge card payment, the *** *** *** ***, and the Revdex.com We believe the Revdex.com accurately reported that we have addressed the consumers complaint and she is not satisfied with our response Her statement that we have not addressed the issues is completely inaccurate A more accurate statement would be that we have responded and she is not satisfied with the response Russell W***Chief Operating Officer | *** Office: *** *** | Fax: *** *** | *** *** ***
*** * *** *** * *** ** *** * ***

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

Thank you for the opportunity to address this complaint. We have been in contact with the consumer and requested the opportunity to inspect the vehicle. On May 17th the customer brought the vehicle to our service department and we were able to verify the customer's complaint. Our
diagnosis was that the right front wheel bearing/hub was defective and it was replaced and covered under a parts warranty. Our technician drove the vehicle after completing the repair and determined that the replaced, "wheel bearing/hub assembly has no play at this time operation ok".We apologize for the confusion and not identifying the sound the first time they brought it back