I just called and left *** a voicemail at ###-###-#### I wanted to discuss everything with her, as this is the first time I've heard about her situation Unfortunatly I am not able to refund wages for having to go to the BMV I can be reached at [redacted] ***- Brian F*
I reviewed the response made by the business in reference to complaint ID [redacted] , and find the resolution is satisfactory to me I am currently awaiting the refund which I have not received as of 11/25/
YesThe original complaint has not been rectified therefore I filed a second complaintThe check for $was my refund for the GAP insurance on 8/5/I cancelled the GAP policy in JulyI did not cancel the service contract until 8/9/therefore the $is not part of a refund for the Service contract but a refund for the GAP policyI believe my GAP refund was deducted from my Service contract refund Thanks
In response to this complaint Hatfield kia would like to offer this guest helpIn order to do this lets review what happened with this vehicleWhen the vehicle was first diagnosed the fuel pump had no pressure and was malfunctioning, Kia parts sent us "bad fuel pumps" that was paid for under warranty by kia proving that they were bad partsOnce we started work on this vehicle the under body was extremely rusty and corroded causing the fuel tank to need replaced as wellOnce we replaced the bad fuel pump the purge valve also needed replaced ultimately all three parts needed to be replaced in order to repair this vehicleHatfield kia would like to offer the following solutionWe would like to schedule a time to have the vehicle in house to diagnose why the fuel cut off and gauges are malfunctioning and repair themWe also would like to diagnose why disconnecting the battery caused the cd player to malfunction as this doesn't seem to have a direct correlation and the dealer did not operate the cd player while performing the repairFinally we also would like to diagnose the loud exhaust sound that she is experiencingWe will make good on any repair that we performed but we will not be offering a refund as the work provided was authorized and needed by the guest.thanksLuke B [redacted] Gm Hatfield Kia
Hatfield Kia will gladly help Mrs [redacted] receive her refund asapWe have been in contact with her and Advised her that the refund typically comes from the lender I did not reply to her last email because of the phone conversation I had with her about the refund processIf the lender did indeed take a payment that was not included in our payoff amt that was utilized for her transaction once the payoff check is cashed by the lender any surplus money will be refunded by the lender not the dealerI am happy to assist in any way Mrs [redacted] would prefer thanksLuke B [redacted]
My name is Luke B [redacted] and I am the general manager of Hatfield KiaI will personally call you with an update and hopefully a check for you today 11/3/The turnover in the accounting office is no reason for poor customer service and I will take care of this as soon as possiblethanks
I received your voicemail regarding my case with Hatfield Kia I never received the refund and spoke with the GM at Hatfield whom stated finally that I wasn’t getting one It was a case of bad customer service in that I was told times by the sales associate that I worked with I was getting the monies back because I double paid in August There is nothing else that I can do about it as they have refused to accommodate me.You can close the case though as I’m done fighting it.Thank you, [redacted] E [redacted] Senior Registered Service AssociateBio | Facebook | LinkedIn | Twitter
Unfortantley an associate inadvertenly damaged the gas tank during removal and installationWe replace the gas tank after uncessfully locating a used one with a new gas tankWe definaltey recognize the fact this was a unpleasant experience for the guest and we apologized for the incident, and even gave the guest $gas card do to the poor guest experienceHatfield Kia tries very hard to insure all guest experience's are favorable and when a mistake is made our team is instructed to recognize it, own it and fix itThis did not happen in this case and to the guest and others reading this, we apologize and will use this as a learning experience going forward when training our team
After review of this situation the dealer states that the vehicle in question was repaired under warranty in timely manner, when we contacted the customer she had decided to leave town on vacation and continue to use the rental vehicleThe dealer does not see the need to pay for the rental bill for
time after the repairs were completed
Heather my Lane Manager spoke with this guest after we performed our diagnosis and informed her that the connecting rods were knocking that indicating the engine is going badShe asked if there was any temporary fixes and we informed her there was notWe also informed her that there is no way
of knowing how long the engine will last due do the loud knocking and damage done to the engineThe only fix unfortunately is to replace the engineTodd G*** the Service Director took $off to help but customer still declined repairsThere was some oil registering in vehicle when it leftI understand that she is upset that she needs an engine and if I can help a little more on the price I willHowever we performed a diag, informed guest of issue and gave quoteWe did our due diligence and stand by our work
In response to the *** Greene complaint Hatfield Kia acknowledges that *** Greene should not have to pay the disposition fee of $It was agreed that the fee would be waived due to her staying with Kia, however Hatfield Kia in no way suggested that we would cover her last few payments
The day that this guest was in the showroom for hours we showed them many different options from trading the lease in or turning the lease back in to KiaThe fact that the guest even suggests that the day deferral was set up so they would only have a few months of "double payments" suggests we spoke of thisI did tell the guest that I would check to see if Kia had any pull ahead programs available and warned them that Kia DID NOT have any type program available at the timeAny mileage, excess wear and tear, or leftover payments will be the responsibility of the guest but Hatfield Kia will cover the $disposition fee that Kia will not waive because Kia changed the program and you have to finance your new car through Kia motor finance in order to get it waivedMsGreene financed through another lender.sincerelyLuke B***General Manager Hatfield Kia
Hatfield Kia will offer a rental to *** assuming the repair is scheduled ahead of time at her leisureHatfield Kia stands behind our diagnosis of the vehicle and will not reimburse any money for repairs that were performed and neededPlease reach out to Todd G*** our service manager to schedule the work that needs to be corrected###-###-####thanksLuke B*** gm Hatfield kia
We have a policy in place to refund all customers that need to purchase a hardship tag or replacement memo title. We just need a copy of the receipts and we will reimburse the funds
After bringing our Spectra in for recall work on the gas
tank straps the service dept damaged out gas tankThen refused to replace it,
and left us without a vehicle for daysAfter the third day I finally told
the GM and SM that we need this car back for work purposes since I work first
shift and my husband works third shiftWe were then told that they are finally
ordering a new tank and will install and gave us a rental car for the rest of
the timeThat was fineNow two weeks later the engine starts running rough
and loudMy husband checks the oil to find none in the engine at allWe find
it hard to believe due to the paperwork we were given less then two weeks ago
when we pick the car up that the fluids had all been checked and they topped
the oil off for usThere is no way the entire quarts of oil evaporated in
two weeksWe don't have an oil leak, there is no oil in our driveway on the
underside of the car or on the motor, my husband is a mechanic we know where to
lookI find it suspicious that now less then two weeks later a vehicle that
had all the oil it needed now has none, this sounds very shady to meThere was
no reason they needed to be in the engine to do the work that need done on the
recall but they volunteered the info on topping off the fluidsEither they
lied and never checked them, but we did an oil change and tune up on the car
within the last months, or someone thinks they are funny and trying to get
back at us and drained the oilI hope its not the case that someone in this
service dept would be so devious but its been known to happen in shops when
they are upset with a customerI am disgusted and appalled by this and will be
contacting an attorney to get to the bottom of what happenedNo one can make
me believe, due to it being impossible, that in two weeks an entire engine
worth of oil has evaporated out of our engine
I would like the dealership to pay for another shop to look
at the engine and advise if we have damage and if so pay for the cost of the
repairsThere is no way this is our fault as the vehicle gets regular oil
changes and maint by us and there are no oil leaks at all
Luke has not followed through with my previous requestsHe never once informed me that the lender refused to wave the fee! How am I supposed to know this when NO ONE is communicating with me? He has failed to contact me despite leaving multiple voicemails and messages on his personal work linesThis shows an ongoing problem that Luke has, and not it is negatively affecting me and my credit scoreI am demanding that Hatfield Kia send me a $check to my address WITHIN CALENDAR DAYS so that I can use this money towards the disposition fee and ultimately, allow me to pay my bill that has been sent to collectionsAs a Kia dealership who uses their product and financing company, Luke should also work with Kia Motor Finance to get this bill removed from collections and my credit reportAs a general manager who has failed to be professional, timely, and responsible, this is the LEAST he can do for meAdditionally, he should also call me in order to discuss the plan of how it will be removed from the collection bureau and my credit report.In order to recap, here is what I need from Luke and Hatfield Kia:1) I need a $check sent to the address listed below within calendar daysSawmill Road, Apt 1Fort Loramie, OH 458452) I need Luke and Hatfield Kia to reverse and remove this bill from collections and my credit report.3) I need Luke to call me directly in order to discuss this plan of actionI can be reached at 419-271-
The KIA Optima does have a warranty extension on the MDPS CouplingHowever when any vehicle out of warranty comes in for a diag there is an initial charge of $This charge will be waved in the case we find that the coupling is in fact faulty and can get KIA to cover it under
the extensionHowever there are multiple items that can cause that noiseIf in fact one of those items outside of the coupler is bad the diag charge will apply for those parts are out of the warrantyI do apologize for any issue they may have with my advisor Heather but she was doing her job in informing them of said chargeI will waive the fee and diag the car at no charge for the guest to help them outHowever if a part is bad that is not the coupler that has the warranty extension the guest will be responsible for the repair of said partI am willing to look at the car at no cost but will not repair something for free that is not under warrantyI believe this is more than fairThe guest can call me personally to set appointment and I will make sure it is looked at by one of my top techniciansThe guest also has the option of taking it to any other dealer that they pleaseWe hope the guest chooses Hatfield KIA so we can redeem their initial feelings towards our wonderful dealershipMy direct line is ###-###-#### and I am Todd G*** the Hatfield KIA Service Director
As we spoke of today on the phone I have spoken with *** *** and resolved the extra payment issue*** had made a payment to her lender a few days before leasing a vehicle with usThis payment lowered her payoff that we pulled a few days later and when she leased her new vehicle she had to make her first paymentShe was confused because she thought she had made two payments to the same account but unfortunately she had notHad she not made the first payment on her original car her lease payment would have been higherI explained all of this to her and it was a big misunderstanding.ThanksLuke B***General Manager, Hatfield Kia
The fact that I was given different answers as to what the dealer would pay for. First I was told they would pay for the rental that I had to use, then I was told they would pay for days, and finally I was told they would only pay for days. I wasn't told about the days until I was there to pick up the car. The car was not even ready to be picked up after days. I was stuck with a smaller rental because the rental car company said Hatfield would only pay the rate for the smaller car. I would have had to pay extra to get the same size car as the one I had to have repairedThey never gave me the date as to when the car was going to be finished. They called me the day it was done and said "oh you can come get it now"
I have contacted the warranty manufacturer to see what warranty he has signed up forOur guests have many options in the finance office and the dealership uses a full disclosure of all productsThis seems to be a misunderstanding on the guests behalf
I just called and left *** a voicemail at ###-###-#### I wanted to discuss everything with her, as this is the first time I've heard about her situation Unfortunatly I am not able to refund wages for having to go to the BMV I can be reached at [redacted] ***- Brian F
*
I reviewed the response made by the business in reference to complaint ID [redacted] , and find the resolution is satisfactory to me I am currently awaiting the refund which I have not received as of 11/25/
YesThe original complaint has not been rectified therefore I filed a second complaintThe check for $was my refund for the GAP insurance on 8/5/I cancelled the GAP policy in JulyI did not cancel the service contract until 8/9/therefore the $is not part of a refund for the Service contract but a refund for the GAP policyI believe my GAP refund was deducted from my Service contract refund Thanks
In response to this complaint Hatfield kia would like to offer this guest helpIn order to do this lets review what happened with this vehicleWhen the vehicle was first diagnosed the fuel pump had no pressure and was malfunctioning, Kia parts sent us "bad fuel pumps" that was paid for under warranty by kia proving that they were bad partsOnce we started work on this vehicle the under body was extremely rusty and corroded causing the fuel tank to need replaced as wellOnce we replaced the bad fuel pump the purge valve also needed replaced ultimately all three parts needed to be replaced in order to repair this vehicleHatfield kia would like to offer the following solutionWe would like to schedule a time to have the vehicle in house to diagnose why the fuel cut off and gauges are malfunctioning and repair themWe also would like to diagnose why disconnecting the battery caused the cd player to malfunction as this doesn't seem to have a direct correlation and the dealer did not operate the cd player while performing the repairFinally we also would like to diagnose the loud exhaust sound that she is experiencingWe will make good on any repair that we performed but we will not be offering a refund as the work provided was authorized and needed by the guest.thanksLuke B [redacted] Gm Hatfield Kia
Hatfield Kia will gladly help Mrs [redacted] receive her refund asapWe have been in contact with her and Advised her that the refund typically comes from the lender I did not reply to her last email because of the phone conversation I had with her about the refund processIf the lender did indeed take a payment that was not included in our payoff amt that was utilized for her transaction once the payoff check is cashed by the lender any surplus money will be refunded by the lender not the dealerI am happy to assist in any way Mrs [redacted] would prefer thanksLuke B [redacted]
My name is Luke B [redacted] and I am the general manager of Hatfield KiaI will personally call you with an update and hopefully a check for you today 11/3/The turnover in the accounting office is no reason for poor customer service and I will take care of this as soon as possiblethanks
I received your voicemail regarding my case with Hatfield Kia I never received the refund and spoke with the GM at Hatfield whom stated finally that I wasn’t getting one It was a case of bad customer service in that I was told times by the sales associate that I worked with I was getting the monies back because I double paid in August There is nothing else that I can do about it as they have refused to accommodate me.You can close the case though as I’m done fighting it.Thank you, [redacted] E [redacted] Senior Registered Service AssociateBio | Facebook | LinkedIn | Twitter
Unfortantley an associate inadvertenly damaged the gas tank during removal and installationWe replace the gas tank after uncessfully locating a used one with a new gas tankWe definaltey recognize the fact this was a unpleasant experience for the guest and we apologized for the incident, and even gave the guest $gas card do to the poor guest experienceHatfield Kia tries very hard to insure all guest experience's are favorable and when a mistake is made our team is instructed to recognize it, own it and fix itThis did not happen in this case and to the guest and others reading this, we apologize and will use this as a learning experience going forward when training our team
The consumer did not have GAP protection on the final signed contractPlease check your final document, dated 4/11/16. Brian F
*
After review of this situation the dealer states that the vehicle in question was repaired under warranty in timely manner, when we contacted the customer she had decided to leave town on vacation and continue to use the rental vehicleThe dealer does not see the need to pay for the rental bill for
time after the repairs were completed
Heather my Lane Manager spoke with this guest after we performed our diagnosis and informed her that the connecting rods were knocking that indicating the engine is going badShe asked if there was any temporary fixes and we informed her there was notWe also informed her that there is no way
of knowing how long the engine will last due do the loud knocking and damage done to the engineThe only fix unfortunately is to replace the engineTodd G*** the Service Director took $off to help but customer still declined repairsThere was some oil registering in vehicle when it leftI understand that she is upset that she needs an engine and if I can help a little more on the price I willHowever we performed a diag, informed guest of issue and gave quoteWe did our due diligence and stand by our work
In response to the *** Greene complaint Hatfield Kia acknowledges that *** Greene should not have to pay the disposition fee of $It was agreed that the fee would be waived due to her staying with Kia, however Hatfield Kia in no way suggested that we would cover her last few payments
The day that this guest was in the showroom for hours we showed them many different options from trading the lease in or turning the lease back in to KiaThe fact that the guest even suggests that the day deferral was set up so they would only have a few months of "double payments" suggests we spoke of thisI did tell the guest that I would check to see if Kia had any pull ahead programs available and warned them that Kia DID NOT have any type program available at the timeAny mileage, excess wear and tear, or leftover payments will be the responsibility of the guest but Hatfield Kia will cover the $disposition fee that Kia will not waive because Kia changed the program and you have to finance your new car through Kia motor finance in order to get it waivedMsGreene financed through another lender.sincerelyLuke B***General Manager Hatfield Kia
Hatfield Kia will offer a rental to *** assuming the repair is scheduled ahead of time at her leisureHatfield Kia stands behind our diagnosis of the vehicle and will not reimburse any money for repairs that were performed and neededPlease reach out to Todd G*** our service manager to schedule the work that needs to be corrected###-###-####thanksLuke B*** gm Hatfield kia
We have a policy in place to refund all customers that need to purchase a hardship tag or replacement memo title. We just need a copy of the receipts and we will reimburse the funds
After bringing our Spectra in for recall work on the gas
tank straps the service dept damaged out gas tankThen refused to replace it,
and left us without a vehicle for daysAfter the third day I finally told
the GM and SM that we need this car back for work purposes since I work first
shift and my husband works third shiftWe were then told that they are finally
ordering a new tank and will install and gave us a rental car for the rest of
the timeThat was fineNow two weeks later the engine starts running rough
and loudMy husband checks the oil to find none in the engine at allWe find
it hard to believe due to the paperwork we were given less then two weeks ago
when we pick the car up that the fluids had all been checked and they topped
the oil off for usThere is no way the entire quarts of oil evaporated in
two weeksWe don't have an oil leak, there is no oil in our driveway on the
underside of the car or on the motor, my husband is a mechanic we know where to
lookI find it suspicious that now less then two weeks later a vehicle that
had all the oil it needed now has none, this sounds very shady to meThere was
no reason they needed to be in the engine to do the work that need done on the
recall but they volunteered the info on topping off the fluidsEither they
lied and never checked them, but we did an oil change and tune up on the car
within the last months, or someone thinks they are funny and trying to get
back at us and drained the oilI hope its not the case that someone in this
service dept would be so devious but its been known to happen in shops when
they are upset with a customerI am disgusted and appalled by this and will be
contacting an attorney to get to the bottom of what happenedNo one can make
me believe, due to it being impossible, that in two weeks an entire engine
worth of oil has evaporated out of our engine
I would like the dealership to pay for another shop to look
at the engine and advise if we have damage and if so pay for the cost of the
repairsThere is no way this is our fault as the vehicle gets regular oil
changes and maint by us and there are no oil leaks at all
Luke has not followed through with my previous requestsHe never once informed me that the lender refused to wave the fee! How am I supposed to know this when NO ONE is communicating with me? He has failed to contact me despite leaving multiple voicemails and messages on his personal work linesThis shows an ongoing problem that Luke has, and not it is negatively affecting me and my credit scoreI am demanding that Hatfield Kia send me a $check to my address WITHIN CALENDAR DAYS so that I can use this money towards the disposition fee and ultimately, allow me to pay my bill that has been sent to collectionsAs a Kia dealership who uses their product and financing company, Luke should also work with Kia Motor Finance to get this bill removed from collections and my credit reportAs a general manager who has failed to be professional, timely, and responsible, this is the LEAST he can do for meAdditionally, he should also call me in order to discuss the plan of how it will be removed from the collection bureau and my credit report.In order to recap, here is what I need from Luke and Hatfield Kia:1) I need a $check sent to the address listed below within calendar daysSawmill Road, Apt 1Fort Loramie, OH 458452) I need Luke and Hatfield Kia to reverse and remove this bill from collections and my credit report.3) I need Luke to call me directly in order to discuss this plan of actionI can be reached at 419-271-
The KIA Optima does have a warranty extension on the MDPS CouplingHowever when any vehicle out of warranty comes in for a diag there is an initial charge of $This charge will be waved in the case we find that the coupling is in fact faulty and can get KIA to cover it under
the extensionHowever there are multiple items that can cause that noiseIf in fact one of those items outside of the coupler is bad the diag charge will apply for those parts are out of the warrantyI do apologize for any issue they may have with my advisor Heather but she was doing her job in informing them of said chargeI will waive the fee and diag the car at no charge for the guest to help them outHowever if a part is bad that is not the coupler that has the warranty extension the guest will be responsible for the repair of said partI am willing to look at the car at no cost but will not repair something for free that is not under warrantyI believe this is more than fairThe guest can call me personally to set appointment and I will make sure it is looked at by one of my top techniciansThe guest also has the option of taking it to any other dealer that they pleaseWe hope the guest chooses Hatfield KIA so we can redeem their initial feelings towards our wonderful dealershipMy direct line is ###-###-#### and I am Todd G*** the Hatfield KIA Service Director
As we spoke of today on the phone I have spoken with *** *** and resolved the extra payment issue*** had made a payment to her lender a few days before leasing a vehicle with usThis payment lowered her payoff that we pulled a few days later and when she leased her new vehicle she had to make her first paymentShe was confused because she thought she had made two payments to the same account but unfortunately she had notHad she not made the first payment on her original car her lease payment would have been higherI explained all of this to her and it was a big misunderstanding.ThanksLuke B***General Manager, Hatfield Kia
The fact that I was given different answers as to what the dealer would pay for. First I was told they would pay for the rental that I had to use, then I was told they would pay for days, and finally I was told they would only pay for days. I wasn't told about the days until I was there to pick up the car. The car was not even ready to be picked up after days. I was stuck with a smaller rental because the rental car company said Hatfield would only pay the rate for the smaller car. I would have had to pay extra to get the same size car as the one I had to have repairedThey never gave me the date as to when the car was going to be finished. They called me the day it was done and said "oh you can come get it now"
I have contacted the warranty manufacturer to see what warranty he has signed up forOur guests have many options in the finance office and the dealership uses a full disclosure of all productsThis seems to be a misunderstanding on the guests behalf