Aloha Auto Group, Ltd.

I apologize for our the confusion regarding this transactionWe had a Hyundai Accent that was purchased at Aloha Kia on 1/26/subsequently in an accident and recovered from a tow yard. I incorrectly assumed this was the transaction that the consumer was referring to. We
appreciate the follprovided by the consumer and after speaking with Brad our Assistant Manager at Aloha Kia Airport I was able to identify the transaction this consumer was referring to. We withheld $from the consumer for use and damage to the vehicle while it was in his possession. At this point, I will agree with the consumer's desired settlement of a refund of the $we withheld on the transaction. I have processed a check request and will be sending it to the consumer named and address identified in this complaint.If the consumer would like to discuss this matter further, I can be reached on my direct line 792-8904.Sincerely,Russell W***Chief Operating Officer

We agree with the customer that the price of the vehicle negotiated was $23,318.00 Kia Finance provided a rebate if the consumer agreed to finance through them. The purchase price less the rebate was $21,318. All of the documentation executed by the consumer and validate those
facts. The consumer received the benefit of the rebate even though he immediately paid off the Finance company. The reason for the amount of the payoff is that in addition to the agreed upon purchase price, the consumer paid for the following items:GAP protection$697.00Documentation Fee $245.00License Fee $142.00Safety Inspection $19.19State of Hawaii GET Taxes $1,011.47Total fees and optional items in payoff = $2,114.66The only item above that can be cancelled by the consumer is the GAP protection. This policy provides coverage in the event that the vehicle is wrecked and the payoff on the vehicle is greater than the value of the vehicle. Obviously since the consumer paid off the vehicle, this benefit is no l***er applicable and he can request a cancellation of that policy. I will have the General Manager of our Hilo store, Andrew Bergstrom, contact him to assist with the cancellation of the GAP protection. The remaining items associated with this purchase are fees and taxes that are not refundable.I will also ask our General Manager to go over the documentation and provide a better explanation of the amounts associated with this transaction. It is very important to our company that all consumers are provided a clear explanation of the amounts paid with respect to any purchase transaction. All of the documentation executed by both parties clearly shows that the consumer received the benefit of the $2,rebate and the amount of the payoff was a result of the items described above.We appreciate the opportunity to explain the documentation to the consumer so that we can regain their confidence in our company.Mahalo,Russell W***Chief Operating Officer

The consumer contacted me yesterday regarding their issue relating to their vehicle purchase experience.  I apologized to the consumer and indicated that we should have done a better job with the transfer of the vehicle from Oahu to Hilo.  We also did not meet the standards we have set...

regarding the transfer of title into the consumer's name.  Our staff in Hilo was able to get the title converted yesterday and complete the safety inspection this morning.Thank you for bringing this issue to our attention.  While I never like to hear of a dissatisfied consumer, this situation has provided us an opportunity to look at our processes and identify required improvements.Mahalo,Russ W[redacted]

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

Complaint: [redacted]
I am rejecting this response because:The information that was provided by Chief Operating Officer, Russel W[redacted] is not accurate under false circumstances and data.I went to [redacted] in Hilo on 8/13 with the intent to purchase a BRAND NEW [redacted] but I was told from the Sales Rep and General Manager, that I did not qualify for any of the newer vehicles. I was then brought the [redacted] that I have now, and was offered a test drive. Upon sitting in the vehicle, I made note of the dashboard because it looked like a lit Christmas tree. I notified the sales rep and made known my concern about the ABS light, emergency brake light, check engine light, tire sensor light, air bag light, oil light, and ESP light. She did tell me that they had the parts on back order and would be receiving them by the end of the week, latest the following week. After being reassured by the Sales rep, General Manager, and Service Manager that they were going to replace the parts and have the labor done for free, I told them that I would have to come back on another day because I did have to go to work. On 8/15 I returned to the dealership with my witness who also can verify that all three employees did tell me that the parts were on back order and that they were going to fix the parts and have the labor done for free, paid by [redacted]. I again, made known my concern about the varies lights on the dashboard of the vehicle and was told by the General Manager even with all the lights on the dashboard, the vehicle could pass a safety check and that it was safe to drive. Out of good faith, I had believed that the information that was provided by the employees of [redacted] in Hilo was going to be honored. As for the warranty, the GM told me that if anything else  disregarding the lights on the dashboard and parts that were on order, shall go wr[redacted] with the vehicle and the limited warranty is up by then, I would be responsible for the labor and cost. I declined the extended warranty off because I told him that I would not be able to afford it with the cost of the loan at a 24.99% APR. He reassured me that he would be able to work out the cost of the loan so that I would be protected if anything else again disregarding the dashlights and parts shall come up in the near future. I had agreed for the extended warranty only because of any issues that may come up in the future NOT regarding the issues that were already happening with the vehicle prior to me purchasing it.  I signed the vehicle and gap insurance warranty on 8/15 and not 9/01. The documents that were provided only during the contract part of this whole ordeal does state there is no promises or guarantees but it does not state SOLD AS IS, it states that there is a limited warranty that is covered by the dealership for 100% of parts and labors which all three employees verified and pointed out. As for the car fax and used vehicle inspection, I did not receive a copy of either at any point in time, only when I last picked up my vehicle I requested what work had been done on my vehicle. The used vehicle inspection was provided. I also request for ALL paperwork from the time that my vehicle was inspected by a warranty inspector up until the day I last picked up my car, I was denied and told multiple times that the two pieces of paper were all that I was getting. I also told the GM that it is illegal to with hold any paperwork regarding the multiple times that they received as well as released my vehicle. I never signed any paperwork  pertaining to the consent, labor, diagnostics. estimate, etc.  that was completed on my vehicle during the times that they've had my car in their possession. The only time that I did sign or receive  some type of paperwork was again, the last day I picked up my vehicle. I also did take a picture of my vehicle to boast about purchasing my first vehicle from a dealership. In those pictures and videos of my car includes all the lights there were on.Now back to the incorrect timeline that you have provided, I had received several phone calls from the three employees that week 8/15 , as well as me calling the dealership to follow up on the progress of the parts on order. I also expressed the urgency to have these parts fixed because of th and when I was able to make an appointment with them to get my car fixed. I was told that they would call me by the end of that week 8/21 to update me on the status of the parts. I received no phone call, I called back and was again reassured by all three employees that they were trying their best to get the parts in and that they should already have it by the following week, by the 28th of August . I received a phone call from the sales rep who followed up on the condition of the car and if I was happy with the vehicle. I again told her my concern about the vehicle and that I was worried about the vehicle failing. She had transferred me over to the Service Manager who again stated that he doesn't know why the parts are taking so l[redacted] and that he would contact me as soon as they arrived. On 9/1 I did go to the dealership to get answers as to why no parts were received. As soon as I walked in the door, the General Manager greeted me just like this " I know you hate us" which is highly unprofessional. I was then told by the General Manager and the Service manager that they were doing the best that they could and would contact me as soon as the parts come in. I again tried to make  an appointment to have my vehicle fixed but was told that they couldn't make an appointment because they had no parts for me. [redacted] NEVER SCANNED MY VEHICLE and I never gave them the keys to my car, the information that was provided to you was from prior to me purchasing the vehicle. For about two weeks, we played phone tag with the info for the parts which I finally got fed up with. I finally received a phone call from the service manager who told me to bring my vehicle in because they were going to fix it and the appointment was set between the 24th and 25th of September.  This was when I found out that the Sales rep who originally sold me my vehicle, had no l[redacted]er worked for [redacted]. I was also told by the General Manager that a loaner vehicle with a full tank of gas would be provided for the servicing.  When I arrived, I was told by the Service manger and General manager  that there were no parts that were ordered and that the investigator would have to scan the vehicle. The loaner car was a hyundai elantra which had no registration, safety, or gas when it was given to me on 9/24. I did make it known that two weekend in October, I would be off island and I wanted my vehicle to be fixed prior to me leaving.  I also returned the vehicle the following week sometime between 9/28 and 10/03 because I was leaving off island that weekend. I also returned the vehicle with a full tank of gas.  I was then told that the parts were ordered and as soon as they were in that they would make another appointment with me to have my vehicle fixed.  As for the claims mentioned in your statement, I never received any statements or copies from the dealership about the additional information needed for the vehicle warranty. I even requested them from the dealership's Service Manager and General Manager and was told that I would not be getting them.  I was told the parts were going to take 7 to 14 business days to come in and again they would call me. From 10/3 all the way up until 11/10, I had my vehicle in my possession and no loaner car was given to me because on 10/15, I was off island again. There was no contact from [redacted] during this time, only me constantly calling them to get more information about the part. I contacted [redacted] after the two weeks, the Service Manager was on Vacation and was told that the parts weren't in yet and that they would have them in by Oct 23 at the latest. Same thing, no call from [redacted] during the that week. I then drove out to [redacted] on 10/28  and received the order number which was ordered on 10/27 at 4:14pm, a much later date than you specified in your statement. I had found out that the Service Manager had ordered my parts after he had returned from vacation. I had [redacted] contact me when the parts arrived because I felt they were more reliable then [redacted]. [redacted] contacted me on 11/10 to inform me that the parts had arrived and that they were going to contact [redacted] to inform them about the parts also. I then received a call from [redacted] the following day 11/25  to bring my car in to get serviced. Again, I was promised and given a loaner car with no gas. Prior to handing [redacted] my keys, I took a picture of the dashboard for reference of the lights that were on, this included the odometer reading.  From 11/11 to the 11/25, [redacted] had my vehicle in their possession to fix, which they admit they were backed up and could not get to my vehicle till the following week. I was then contacted by [redacted] to inform me that they had my vehicle and that the part they installed was defaulted after attempting to program it. As for the replacement part for the vehicle, I was told by the Service Manager that the part would take 7 to 14 business days. At the end of the 14 days, I called and was told that the part has to come from Japan which would take another 2 weeks, a whole month total, which was a lie because the [redacted] parts warehouse is in California. In December, I was called to bring back the loaner vehicle which I had just filled up another full tank of gas to switch it with another loaner. I did speak to the service manager who said he will see what he can do as for the tanks that I did fill upon returning the loaner vehicle two other loaner vehicles. The Service Manager called me to inform me through voicemail that the part came in during the first week on January 2016 but I could not answer my phone at the time and he left a voicemail stating exactly that. I then returned his phone call at a later time to be told that he will be working on my car this week (no exact date given) and he will have it sent over to [redacted]. [redacted] received my vehicle on 01/07 which, [redacted] never called me to inform me that my vehicle was finished and completed for pick up.  [redacted] had yet to program my vehicle, so how could it be done? They had also sent me back a diagnostics of my vehicle which contradicts the Used Car Inspection that [redacted] did back in August. Frustrated with the new information that I have received from [redacted] of the condition of my vehicle. I wanted all the work information from [redacted]. As for 1/11. I personally went to [redacted] to retrieve ALL paperworks from prior to me purchasing my vehicle up until that day. Again, I was told that I would not be receiving any paperwork regarding my car, which is illegal. I did make that known to the General Manager and Service manager.  The General Manager also stated that the odometer reading they had on file was from [redacted] which I also have all paperwork from them. There was no accurate information provided from [redacted] of their own odometer reading from the multiple times that I brought in my vehicle as well as them having my vehicle in their possession. during those stated times. I did not go to [redacted] to pick up my car because I was never told that my vehicle was complete! I was told by the Service Manager that it was finished and they would be getting it from [redacted]. I also returned my loaner car with half a tank of gas as well.  The General Manager had brought in my vehicle and I told him I wanted my paperwork for my car. He kept questioning why I wanted it and I told him it was for personal reasons. I told him and the Service manager that I did not have time to argue or discuss the matter  because I was late for school and told them I would be back after 11pm.  I had forgotten my garage controller in the loaner, and the GM came out to unlock the vehicle. HE approached me alone at my vehicle about why I needed the paperwork. I told him again that I did not have time to discuss or argue because I was late for school. I then stated that I made a complaint with the Revdex.com about the servicing problems. He then replied about posting about the situation in 808 rants and raves on Facebook. I told him I did post it on there and I told him I would be back for my paperwork. He told me to take my business somewhere else and that it was welcomed there.  Later that day, I received a call from the Service manager at 2pm that he had all my paperwork ready. When I arrived he called the GM down and there was a heated discussion and repetitiveness about me wanting the paperwork for my vehicle and he kept stating that he wasn't going to give it to me and that he was only giving me two pieces of paper which was a general TYPED info sheet about my car.  I also confronted the GM about my in 808 Rants and Raves which I clearly stated it wasn't a rant or rave but asking for advice in my situation. I left it at that. After leaving the dealership, the tire sensor light came right back on.I made an appointment with another auto shop that again confirmed the condition of my vehicle was similar to that of [redacted]'s inspection which stated the vehicles brakes are bad, oil wasn't changed, air filter wasn't changed, and maintenence needs to be completed. As for settlement, what I am asking is nothing compared to what I've been through with the company, the General Manager, and Service Manager.I respectfully decline your response with not fixing this problem. Sincerely,
[redacted]

Sorry for the delay in my response.  I have been traveling and away from the office and just returned on 10/27. 
 It is always our desire to provide a sales experience that exceeds our customer’s expectations.  I appreciate the fact that our Sales Manager clearly explained how...

the $98/ month lease worked and that other options were provided.  Based on my research, there was confusion regarding the price quote that you received.  According to our Sales Manager, he clearly explained the Soul Lease advertisement that was on a standard shift base model Soul.  He further provided additional pricing based on that vehicle with less money down.  We are still prepared to honor that pricing on the advertised Soul. 
 According to the staff at our Waipahu dealership you decided that you did not want the base model standard shift vehicle that was advertised and preferred an automatic with additional options.  The Sales Manager has indicated that he should have made it clearer that the numbers he was presenting was in response to your question on the advertised special.  The vehicle that you chose had a price that was greater than the price of the advertised special but you were still being offered a substantial discount from our Retail Selling Price.
 We would like to earn your business and feel that if given the opportunity to show you the difference between the two vehicles we can show you the value of the upgrades.
 Please contact me directly if you would like to discuss the matter further.

I appreciate the opportunity to respond to this complaint regarding the refund owed to the customer.  The customer currently has a credit of $354.22 on our books.  We normally do not send credit balances back to the consumer until we receive the title on the trade in and convert that title...

into the dealerships name.  I left a message for the consumer to advise her of our standard process and to apologize for the responses that our staff provided to her that were contradictory.  We cut check #[redacted] in the amount of $354.22 that we sent to the consumer today.I hope to speak to the consumer soon as it is my desire to re-earn her confidence in our company.Mahalo

Thank you for giving us the opportunity to respond to complaint #[redacted].  We agree that the consumer came into repair and service her 2013 [redacted] Soul on December 3rd, 2014.  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 trade-in vehicle to further assist in getting her to a payment of $397.00.  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 12/22.  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.

The preworkorder on RO [redacted] is signed by the customer.  We did not provided an estimate because it was a comeback from a prior repair RO#[redacted] so we decided we were not going to charge her the diagnostic fee.  It was always our intention to charge her for work that we diagnosed.  At the time she brought the car in, we had no idea what was wr[redacted].  After diagnosing the vehicle an estimate of 865.00 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 Repair Order was not closed until June 7th of 2016 when the customer signed her credit card slip.  At that time, she did not dispute the fact that she provided approval to do the work and took the vehicle.In speaking with the customer she indicated that she picked 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. [redacted] is no longer with our company so I can not dispute the customer’s claim 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 30th, 2015 we have a note 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, 2016 there is a note from the Service Manager to the Technician 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, 2016 the vehicle sat on our lot.It 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 actual 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 69,898 is the number of miles that were on the vehicle when it was released back to the consumer on 11/30/15 with the repairs not completed.I would also like to mention that the consumer indicated that she took her vehicle to 2 repair facilities prior to bringing the vehicle to us to repair.  Both repair facilities indicated that they were unable to repair her vehicle.  Finally, 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 12 year old car that had multiple repair issues and that we are not responsible for her oil leaks.Please let me know if any additional information is needed regarding this complaint.Mahalo,Russell W[redacted]Chief Operating Officer | [redacted] Office: [redacted] | Fax: [redacted] | [redacted] 2841 N Nimitz Hwy. | Honolulu, HI 96819 | [redacted]

We are very concerned when consumers experience life changing events.  Our customer leased a vehicle from [redacted] on 2/17/2014.  The term of the lease was 48 months and was assigned to [redacted] which is a financial lender that is not directly related or controlled by our...

dealership.  Based on the customer's personal situation, that lease ended prior to the contractual obligation.  I have forwarded this complaint to the [redacted] Company and am awaiting a response from them.  Based on Financial disclosure requirements, I am not sure what [redacted] will be able to share with me but if a settlement was reached between this consumer and the [redacted] company, I think that the credit bureau should reflect whatever agreement was made between the two parties.We value this consumers long term loyalty to our company and will assist in anyway we can to put the two parties in touch with each other in order to reach a mutually agreeable resolution.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 10772734, and find that this resolution is satisfactory to me.
Sincerely,
Beth I[redacted]

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-[redacted].Mahalo,Russell W[redacted], COO

Complaint: [redacted]
I am rejecting this response because:I, [redacted], age 74, went into [redacted] Kia-Leeward by myself on 12/03/2014, for minor repairs such as the persistent tire pressure light, locking of the steering wheel, broken windshield wiper, and upholstery discoloration for my leased 2013 [redacted] Soul that was under full warranty.  I was coerced through high pressure sales tactics into trading in my leased 2013 [redacted] Soul and purchasing a 2015 [redacted] Optima.  [redacted] was the sales person and [redacted] was the loan officer who did not qualify my income, using only my current credit score to okay my purchase.  My existing debt is $30,000.00 and my fixed income is only $1.481.00 a month.The balanced owed on the leased 2013 [redacted] Soul of approximately $9000.00 was added to the sale price of the 2015 [redacted] Optima, bringing the total purchase price of the 2015 [redacted] Optima price to approximately $35,000.00.  At the time the monthly lease payment of the [redacted] Soul was $306.16 a month.  [redacted] did not explain to me that the monthly payment for the 2013 Soul would be added to the new contract for the new Optima before asking me to sign it.  Together with the payment for the Soul plus the Optima, my children pointed out to me that I would now be responsible to pay $498.00 a month, and I realized I had been taken advantage of and asked my daughter to go back to the dealership.  We were there on the 3rd business day after I drove off with the Optima.  Since [redacted], the loan officer, was the only one who could authorize cancellation of the purchase contract, [redacted] scheduled an appointment for us to meet with [redacted] the next day, but [redacted] was not there when we returned the following day.  My daughter gave [redacted] a handwritten letter to acknowledge our December 8th visit.  [redacted] and the loan officer did not bother to explain to me that my Soul had negative equity and by trading it in and buying the Optima I was purchasing a $23,000.00 car for $35,000.00.  I am now responsible for a car that's worth $20,000.00 or less but have a loan in excess of $35,000.00.  I believe that as a 74 year old senior citizen alone in a car dealership I was fully and unethically taken advantage of.  [redacted] told me I had 3 business day to return the 2015 [redacted] Optima if I changed my mind.  However, he was not honest because we did return it on the 3rd business day but now the dealership is not allowing me to return my car and restore my original lease of the 2013 [redacted] Soul.  I was told at the time I signed the contract that it was considered a door to door sale when purchasing the Optima and I had 3 business days to return it if I was not fully satisfied with the car.  It was a door to door purchase because I did not go to the dealership that day to by a new car I went their to repair my leased 2013 [redacted] Soul. However, when I tried to return the Optima on the 3rd business day the dealership would not accept the return.    My daughter [redacted] and son [redacted] met with [redacted], General Manager of the [redacted] Leeward on December 9, 2014 but he was unable to help me.  Then on December 20, 2014, we met with [redacted] Manager of [redacted] who also could not help.  [redacted] was misinformed and clueless as to what happen at the [redacted] site since his office is located on Nimitz Highway near the airport and it wasn't fully explained to him what had happen to me.  He too was trying to convince me to stick with the purchase of the Optima but I feel the Optima was illegally sold to me. Since meeting with [redacted] on December  20th my son [redacted] has called [redacted] and [redacted] on numerous occasions but his calls are rarely if ever returned. Because of my diagnosis of dementia by my doctor over a year ago, my doctor asked my children to help me return the 2015 Optima and resolve this problem for me.  This problem has caused me great stress and ill health causing me to reschedule my breast cancer surgery that was originally scheduled on January 3 to February 2. Now I plan to reschedule again, as my doctor just diagnosed me as suffering from bronchial pneumonia.  Since this incident I've averaged 1 to 2 weekly visits with my doctor.The [redacted] dealership should not have pressured me by sweet talking me into upgrading to a 2015 [redacted] Optima, especially without explaining that I would continue to pay the balance of the 2013 [redacted] Souls lease and have a new higher monthly payment of $498.02 which I cannot afford.  This company took full advantage of me as a 74 year old senior citizen in ill health.  I am also aware that this [redacted] Leeward has had 13 or more complaints in the last year and there is a reason for it. Its because they are unethical and never have the customers best interest in mind.  They are a profit driven big business that could care less about their customers.  Ultimately I don't want what happen to me to happen to someone else especially another senior citizen. Mahalo.
Sincerely,
[redacted]

Complaint: 12064095
I am rejecting this response because: The written rejection is attached as a Word document.
Sincerely,
[redacted]

We appreciate the opportunity to respond to the complaint received from Beth H[redacted]. 
We agree with the following statements in her complaint
·         The Consumer purchased a Used 2007 Saturn Aura with 87,098...

miles.
·         Shortly after the purchase of the vehicle, the consumer brought the vehicle back complaining about various items.
We dispute the following statements presented in the complaint:
·         The actual contract date of the purchase is 10/30/2014 in her complaint she lists the date as 11/10/2014.
·         The actual purchase price of the vehicle was $10,425.00 per the contract executed by all parties.  In her complaint she lists the purchase price as $21,000.
·         We did not terminate any employee as a result of this transaction as she indicates in her complaint.
We also dispute the consumer’s inference that we advised her that this was the only vehicle she qualified for.  We submitted the loan application to several lenders and we received qualifications that needed to be met in order to obtain approval.  We did advised the consumer that based on the loan approval, she could qualify for this vehicle if she were able to provide additional down payment.   
The consumer agreed to purchase this vehicle and she executed documentation indicating her understanding that based on the year and mileage of the vehicle she was purchasing, the sale was being made AS IS with No Warranty.  A copy of the executed Buyers Guide is attached in the exhibits.
We agreed to sell the consumer this vehicle and she agreed to make an additional $925 in down payment.  On 11/8/14 she paid $200.00 of that promissory note and on 11/14 she paid an additional $150.00 of that promissory note and currently has a balance due of $575.00. 
 
Shortly after her purchase she complained of various items relating to this vehicle.  I have attached as an exhibit the 5 repair orders on this vehicle since the time of her purchase.  She claimed at one point that she was withholding the remainder of her down payment until the concerns with the car were addressed.  We advised her that she purchased the vehicle AS IS – NO Warranty but because we valued our customer relationship, we would address the issue that she brought to our attention shortly after purchase.  As you can see from the repair orders, all of the work performed was charged internally and the consumer did not pay for any of those repairs.  Additionally as further good will we provided the consumer a loaner vehicle during those repairs.  The dealership incurred $994.07 in repairs in order to satisfy the concerns expressed by the consumer.  On repair order 51091 dated 27May15, we replaced the right front wheel bearing and retested the vehicle and verified that the sound she was complaining about had been resolved.  The vehicle has not been brought in for service since that date.
 
Subsequent to completing the goodwill repairs, we attempted to collect the remainder of the contractual down payment that was owed.  The consumer continued to refuse payment so we sent the obligation to collections. 
 
We are owed the amount due from the sale of the vehicle.  Even though the vehicle was sold AS IS- No Warranty, we offered goodwill and resolved the issues that were brought to our attention.  From 30Oct 15 through the last visit on 27May15 a period of 8 months the car was driven 13,778 miles or an average of over 1,700 miles per month which is above average usage for a Hawaii vehicle indicating that the vehicle is operating as it was designed.
 
We have gone above and beyond in fulfilling the obligations of the purchase agreement and expect the consumer to fulfill their remaining obligation and pay the balance of their down payment.
 
Sincerely,
 
Russell W[redacted]

Our Director of Operations has been in direct contact with the consumer.  It is always our desire to resolve issues to the mutual benefit of both parties.  We believe that we have reached a mutually satisfactory resolution to the complaint and that the consumer is now satisfied with the results of working together to resolve the issue.
I would like to thank the Revdex.com for their assistance in getting both parties together.  With your assistance we have been able to retain a valued customer.
Mahalo,
[redacted]
COO

We appreciate the opportunity to respond to the complaint received from [redacted].   I am concerned that our staff did not escalate this situation to senior management when the issue was first discovered.  We definitely stand behind the vehicles we sell and would like to...

work with this consumer to reach a settlement. We acquired the vehicle on trade from another consumer, pulled a [redacted] which was clean, ran the vehicle through our shop and determined that we were confident that we could put the vehicle on our front line to sell.  We disagree that we knowingly sold the consumer a lemon and dispute that the history on the car was easy to obtain since we do not have access to other dealer repair records.  Additionally, the consumer indicates that they thought the problem was minor and two attempts to repair the vehicle were made by other shops. Our reputation for selling quality products is important to us and we would like the opportunity to further discuss the situation with the consumer.  I have asked our Director of Operations, Alan U[redacted], to reach out to the consumer tomorrow in an attempt to resolve this situation. Please provide the consumer my contact information ###-###-#### or by email at [redacted]. Tell us why here...

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 drive. Since 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 me. On the third day, they still swore to honor the quote. At no time did they EVER state that the vehicle they were offering was a more expensive model than the one they quoted. Only 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 bad. To 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,

This consumer is the owner of a 12 year old 70,000 mile vehicle that is not covered by any existing manufacturer’s warranty.  After paying for recommended repairs, the consumer disputed the work that was performed and initiated a chargeback on her credit card that we disputed.  She has since filed a complaint with [redacted].  The consumer is aware of our position as she has been provided all of the documentation that I have attached to this email.As a dealership repair facility, we are committed to servicing and repairing vehicles. We expect to be compensated for the work we perform from either the manufacturer of the vehicle if it has a remaining warranty, or the owner of the vehicle if the repair is not covered under warranty. In this case, the 2005 [redacted] had operational concerns that needed to be addressed and paid for by the owner of the vehicle. Thanks for adding the above to my Revdex.com complaint response.Russell W[redacted]Chief Operating Officer | [redacted] 
[redacted]

(The consumer indicated he/she ACCEPTED the response from the business.)
I have received the $250 gas card from Kia as requested. Thank you for your assistance in this matter. Please close my file.
[redacted] 8/21/14