We have spoken to this guest about the issueAll forms have been filedAll service contracts and gap cancellations take 4-weeks to reach the guestThey were notified of this time frame the day they came in and canceledThey think the time frame is unresonable and we respect there opinion but
it takes 4-weeksThey mentioned multiple times they would like the $ for vacation they where going on
I just called and left [redacted] 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[redacted]
against Hatfield Kia about an Extended Warranty that I bought. As of today it is not resolved other than they want me to buy it again. They messed up the first on that cost me 3500$ why should I buy it again. I have it in writing it was there mistake. I have waited long enough, can you help me.
In response to this complaint Hatfield kia would like to offer this guest help. In order to do this lets review what happened with this vehicle. When the vehicle was first diagnosed the fuel pump had no pressure and was malfunctioning, Kia parts sent us 2 "bad fuel pumps" that was paid for under...
warranty by kia proving that they were bad parts. Once we started work on this vehicle the under body was extremely rusty and corroded causing the fuel tank to need replaced as well. Once 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 vehicle. Hatfield kia would like to offer the following solution. We 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 them. We 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 repair. Finally we also would like to diagnose the loud exhaust sound that she is experiencing. We 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
We have been in contact with Mr [redacted] on a weekly basis to keep him informed on his title. It is very unfortunate that it has taken this long but Chase Bank lost the initial payoff check we sent them. We do have a tracking number and a copy of the cancelled check. Upon finding out...
that was the initial hold up, we sent a second payoff check to Chase bank, which they have received and they are currently processing the payoff. The second that is completed we will switch the title to the dealerships name and then into Mr [redacted] name. I completely understand his frustration, as I would be frustrated as well. We will cover the cost of a 2nd 45 day tag as well as the first. Also we told Mr [redacted] we would cover the cost of the battery (which isn't under warranty) as well as doing additional paint work ($300-$500 value) to the forester for his inconvenience.
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I reviewed the response made by the business in reference to complaint ID 12535716, and find the resolution is satisfactory to me. I would however like to add the funds were not for use for a vacation. We advised the dealership we would be traveling and did not want the funds sitting in our mail based on the amount. Surely you can see and understand our complaint based on their in apologetic response. The main concern was also the extreme lack of call backs - as I stated in the complaint we made multiple calls left many messages and it wasn’t until I complained to you and messaged them on Facebook that we were acknowledged. Lastly- there was conflicting information between Hatfield Kia and easycare as easycare advised the transaction time was 72 hours and the dealer issued the refund at their leisure! When we bought the coverage the 4-6 week timeframe was never ever mentioned.
Regards,
Tricia Dean
My name is Luke B[redacted] and I am the general manager of Hatfield Kia. I will personally call you with an update and hopefully a check for you today 11/3/2015. The turnover in the accounting office is no reason for poor customer service and I will take care of this as soon as possible. thanks
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 11/25/2015.
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 3 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
Follow-up email sent yesterday and viewed this morning regarding complaint ID [redacted].Thank you for your assistance.Good Morning Ms. [redacted], I am following up to insure you received my email and response letter I sent to you last Wednesday regarding the above referenced matter. We look forward to your response. Sincerely, [redacted]Customer Relations ManagerSonic Automotive, Inc.4401 Colwick RoadCharlotte, NC 28211Phone: ###-###-####e-Fax: ###-###-#### Visit us at www.sonicautomotive.com___________________________________________________ From...⇄ [redacted] [mailto:[redacted]] Sent: Friday, May 26, 2017 1:13 PMTo: Subject: Kia Complaint You are the recipient of this email because you, or a business entity that you are connected with, are named in in the attached complaint. The attachment contains the full text of the complaint made to the Ohio Attorney General's office with an additional follow-up that has been sent to the Revdex.com. If the last AutoCap offer is indeed the final one, neither I, nor anyone I know will ever do business with Hyundai or Kia Motor Corporation, Sonic Automotive Dealerships of any brand, or the Hatfield Kia dealership again! I would advise anyone considering any of the business entities named above to reconsider! This complaint and follow up will be posted on social media and review sites from Angie's List to Cars.com in hopes of warning others of the dangers of dealing with any of the named business entities. BUYER BEWARE!! The failure by the dealership and their management as well as Kia Corporate to handle this matter appropriately will eventually cost them much, much more than the cost of replacing the motor in my vehicle or settling this matter equitably and amicably. Word of mouth travels fast and I intend to share my experience with everyone I encounter - from the local librarian to our physicians and everyone in between. Copies of the photos and video of the vehicle coupled with the recordings of the phone conversations and solicitation emails can be made available upon request. Please note: Additional copies have been sent via USPS to: Kia Consumer Affairs - Irvine, CA Sonic Automotive - Charlotte, NC Copies have been uploaded to: Revdex.com (ID [redacted]), Kia Consumer Complaints (case#[redacted]) SonicAutomotive.com customer feedback Good Afternoon Ms. [redacted], Please review the attached response relating to your complaint against Hatfield Kia. Sincerely, [redacted]Customer Relations ManagerSonic Automotive, Inc.4401 Colwick RoadCharlotte, NC 28211Phone: ###-###-####e-Fax: ###-###-####Email: [redacted].[redacted]@sonicautomotive.com Visit us at www.sonicautomotive.com
After speaking with [redacted] we agreed that hatfield kia would pay 450 for the dispo fee and assist her in getting kia to reverse the collection. thanks
original complaint has not been rectified therefore I filed a second complaint. The check for $707.13 was my refund for the GAP insurance on 8/5/15. I cancelled the GAP policy in July. I did not cancel the service contract until 8/9/15 therefore the $707.13 is not part of a refund for the Service contract but a refund for the GAP policy. I believe my GAP refund was deducted from my Service contract refund. Thanks
Hatfield Kia will gladly help Mrs. [redacted] receive her refund asap. We 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 process. If 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 dealer. I am happy to assist in any way Mrs. [redacted] would prefer. thanksLuke B[redacted]
I am rejecting this response because: The fuel pump did not need to be replaced. They replaced it only guessing that might fix the problem I brought it in for, but it did not. They openly admitted they didn't know if that would fix the problem. After they replaced it, then they realized that wasn't the problem. They can continue to say it needed to be replaced to cover their mistake, but if they were honest they know that wasn't the problem. After they replaced the fuel pump it was still doing the exact same thing as when I brought it in. If they hadn't of replaced the fuel pump, they wouldn't have ruined the fuel tank. It's a pity that a large company like that would take advantage of a single woman with limited income. I did not ask for the full amount, because they did do a tune up for $500, which I deducted from the amount I requested back. I only asked for the portion that they replaced in error. I would also be willing to pay for the purge valve that fixed the initial problem.Originally, I took it to another shop (Midas) who told me they thought it might be the Purge Valve. I decided to take it to the dealer, because I thought they would know what they were doing. They didn't. Why should I have to pay $2300 for their mistakes? I would like them to fix the fuel gage that they broke and the kink that's in the hose causing gas to overflow that they broke, but it's very difficult for me to leave my car in their shop when I have to work every day. I'm getting to the point I'm afraid to have them work on it, considering all the additional problems that have occurred every time I bring it there. The car started with one small problem and now has many problems. As mentioned previously, I would like to be reimbursed for their errors and lack of knowledge and have the issues fixed that they caused. Plus I would need a rental car to drive while my car is being repaired. I only want the master tech to touch my car, since I don't trust any of the other mechanics there.Thank you in advance for being ethical and hopefully doing the right thing.
Regards,
[redacted]
I am rejecting this response because: Since my name is not [redacted], I have to assume this response was not meant for me. Therefore, I must reject the communication. Th[redacted] you.
Regards,
[redacted]
First, Luke has failed to waive the disposition fee that he has promised and now the bill has been sent to collections. Second, I left a message with the secretary for Luke to call me on Monday, August 8th. I also left a voicemail on his personal work line and called him a total of four times on Tuesday, August 9. These attempts to get ahold of him were in order to let him know that the disposition fee has not been waived despite his promised that it would be back when we bought the vehicle, as well as back on July 7th. I also sent him an e-mail on Tuesday, August 9 so that he would have written communication with myself regarding this issue. He has YET to return my calls or respond to my e-mail. His lack of communication and professionalism has led me to reporting him to the Revdex.com. I have documentation that dates back to January of every attempt to communicate and resolve this issue.Overall, I am finished complaining about the last two payments that need to be paid. This will be paid by myself. However, I am complaining about Luke's REFUSAL to do what he said he was going to do from the beginning. The disposition fee should have been waived back in January when I purchased the Kia Sportage. When I received the bill in May, it showed that this had not been waived. Now the bill is sent to collections with the disposition fee still on there despite Luke telling us on July 7th that this would be waived. This negligence on Luke's part is ridiculous and I am sad to see that people actual run a business like this. My fiance and I have spent hours upon hours trying to find a way to fix this situation, and have had little to no success due to the lack of of communication on Luke's part. I have been nothing but a great customer to Hatfield Kia! This ongoing issue has led me to tell our family, friends, and social media about Hatfield Kia's shady business. We will NEVER buy another vehicle from them. As a person who is working full time, going to school full time, and planning a wedding, I have empathy for times when people are too busy to return a phone all. However, this entire situation is unacceptable and the only way my fiance and I have heard from Luke was because we went above him to communicate our frustrations. In order for me to be satisfied, Luke B[redacted] will need to do the following:1) Waive the disposition fee of $450 that he has promised not only in his previous response, but also over the phone and in e-mail when we spoke back on July 7, 2016. 2) Send me a new written bill invoice in the mail that shows that the $450 disposition fee has been waived, as well as the remaining balance that I owe. This remaining balance will be paid for once I know that Luke has fulfilled his promise of waiving the disposition fee. 3) Send me a communication in the mail that shows this bill has been reversed and removed from collections. SRA Associates, Inc. is responsible for dealing with this and I will need communication from them as well. SRA Associates, Inc. can be reached at 888-991-1011. 4) He needs to call my personal line (419) 271-4138 by Thursday, August 11th at 2:00 PM to let me know that all of this has been resolved and that I will be expecting a new invoice and communications that the bill has been reversed and removed from collections.
Unfortantley an associate inadvertenly damaged the gas tank during removal and installation. We replace the gas tank after uncessfully locating a used one with a new gas tank. We definaltey recognize the fact this was a unpleasant experience for the guest and we apologized for the incident, and even...
gave the guest $100 gas card do to the poor guest experience. Hatfield 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 it. This 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.
We have spoken to this guest about the issueAll forms have been filedAll service contracts and gap cancellations take 4-weeks to reach the guestThey were notified of this time frame the day they came in and canceledThey think the time frame is unresonable and we respect there opinion but
it takes 4-weeksThey mentioned multiple times they would like the $ for vacation they where going on
The consumer will pick up her car tomorrow at no charge to her
I just called and left [redacted] 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[redacted]
Back here a while ago I filed a complaint...
against Hatfield Kia about an Extended Warranty that I bought. As of today it is not resolved other than they want me to buy it again. They messed up the first on that cost me 3500$ why should I buy it again. I have it in writing it was there mistake. I have waited long enough, can you help me.
In response to this complaint Hatfield kia would like to offer this guest help. In order to do this lets review what happened with this vehicle. When the vehicle was first diagnosed the fuel pump had no pressure and was malfunctioning, Kia parts sent us 2 "bad fuel pumps" that was paid for under...
warranty by kia proving that they were bad parts. Once we started work on this vehicle the under body was extremely rusty and corroded causing the fuel tank to need replaced as well. Once 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 vehicle. Hatfield kia would like to offer the following solution. We 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 them. We 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 repair. Finally we also would like to diagnose the loud exhaust sound that she is experiencing. We 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
We have been in contact with Mr [redacted] on a weekly basis to keep him informed on his title. It is very unfortunate that it has taken this long but Chase Bank lost the initial payoff check we sent them. We do have a tracking number and a copy of the cancelled check. Upon finding out...
that was the initial hold up, we sent a second payoff check to Chase bank, which they have received and they are currently processing the payoff. The second that is completed we will switch the title to the dealerships name and then into Mr [redacted] name. I completely understand his frustration, as I would be frustrated as well. We will cover the cost of a 2nd 45 day tag as well as the first. Also we told Mr [redacted] we would cover the cost of the battery (which isn't under warranty) as well as doing additional paint work ($300-$500 value) to the forester for his inconvenience.
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I reviewed the response made by the business in reference to complaint ID 12535716, and find the resolution is satisfactory to me. I would however like to add the funds were not for use for a vacation. We advised the dealership we would be traveling and did not want the funds sitting in our mail based on the amount. Surely you can see and understand our complaint based on their in apologetic response. The main concern was also the extreme lack of call backs - as I stated in the complaint we made multiple calls left many messages and it wasn’t until I complained to you and messaged them on Facebook that we were acknowledged. Lastly- there was conflicting information between Hatfield Kia and easycare as easycare advised the transaction time was 72 hours and the dealer issued the refund at their leisure! When we bought the coverage the 4-6 week timeframe was never ever mentioned.
Regards,
Tricia Dean
My name is Luke B[redacted] and I am the general manager of Hatfield Kia. I will personally call you with an update and hopefully a check for you today 11/3/2015. The turnover in the accounting office is no reason for poor customer service and I will take care of this as soon as possible. thanks
Hi [redacted] I would like to discuss this with you if at all possible, my direct number is ###-###-####. Thank you. -- Todd G[redacted]
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 11/25/2015.
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 3 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
Follow-up email sent yesterday and viewed this morning regarding complaint ID [redacted].Thank you for your assistance.Good Morning Ms. [redacted], I am following up to insure you received my email and response letter I sent to you last Wednesday regarding the above referenced matter. We look forward to your response. Sincerely, [redacted]Customer Relations ManagerSonic Automotive, Inc.4401 Colwick RoadCharlotte, NC 28211Phone: ###-###-####e-Fax: ###-###-#### Visit us at www.sonicautomotive.com___________________________________________________ From...⇄ [redacted] [mailto:[redacted]] Sent: Friday, May 26, 2017 1:13 PMTo: Subject: Kia Complaint You are the recipient of this email because you, or a business entity that you are connected with, are named in in the attached complaint. The attachment contains the full text of the complaint made to the Ohio Attorney General's office with an additional follow-up that has been sent to the Revdex.com. If the last AutoCap offer is indeed the final one, neither I, nor anyone I know will ever do business with Hyundai or Kia Motor Corporation, Sonic Automotive Dealerships of any brand, or the Hatfield Kia dealership again! I would advise anyone considering any of the business entities named above to reconsider! This complaint and follow up will be posted on social media and review sites from Angie's List to Cars.com in hopes of warning others of the dangers of dealing with any of the named business entities. BUYER BEWARE!! The failure by the dealership and their management as well as Kia Corporate to handle this matter appropriately will eventually cost them much, much more than the cost of replacing the motor in my vehicle or settling this matter equitably and amicably. Word of mouth travels fast and I intend to share my experience with everyone I encounter - from the local librarian to our physicians and everyone in between. Copies of the photos and video of the vehicle coupled with the recordings of the phone conversations and solicitation emails can be made available upon request. Please note: Additional copies have been sent via USPS to: Kia Consumer Affairs - Irvine, CA Sonic Automotive - Charlotte, NC Copies have been uploaded to: Revdex.com (ID [redacted]), Kia Consumer Complaints (case#[redacted]) SonicAutomotive.com customer feedback Good Afternoon Ms. [redacted], Please review the attached response relating to your complaint against Hatfield Kia. Sincerely, [redacted]Customer Relations ManagerSonic Automotive, Inc.4401 Colwick RoadCharlotte, NC 28211Phone: ###-###-####e-Fax: ###-###-####Email: [redacted].[redacted]@sonicautomotive.com Visit us at www.sonicautomotive.com
After speaking with [redacted] we agreed that hatfield kia would pay 450 for the dispo fee and assist her in getting kia to reverse the collection. thanks
Yes. The...
original complaint has not been rectified therefore I filed a second complaint. The check for $707.13 was my refund for the GAP insurance on 8/5/15. I cancelled the GAP policy in July. I did not cancel the service contract until 8/9/15 therefore the $707.13 is not part of a refund for the Service contract but a refund for the GAP policy. I believe my GAP refund was deducted from my Service contract refund. Thanks
Hatfield Kia will gladly help Mrs. [redacted] receive her refund asap. We 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 process. If 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 dealer. I am happy to assist in any way Mrs. [redacted] would prefer. thanksLuke B[redacted]
I am rejecting this response because: The fuel pump did not need to be replaced. They replaced it only guessing that might fix the problem I brought it in for, but it did not. They openly admitted they didn't know if that would fix the problem. After they replaced it, then they realized that wasn't the problem. They can continue to say it needed to be replaced to cover their mistake, but if they were honest they know that wasn't the problem. After they replaced the fuel pump it was still doing the exact same thing as when I brought it in. If they hadn't of replaced the fuel pump, they wouldn't have ruined the fuel tank. It's a pity that a large company like that would take advantage of a single woman with limited income. I did not ask for the full amount, because they did do a tune up for $500, which I deducted from the amount I requested back. I only asked for the portion that they replaced in error. I would also be willing to pay for the purge valve that fixed the initial problem.Originally, I took it to another shop (Midas) who told me they thought it might be the Purge Valve. I decided to take it to the dealer, because I thought they would know what they were doing. They didn't. Why should I have to pay $2300 for their mistakes? I would like them to fix the fuel gage that they broke and the kink that's in the hose causing gas to overflow that they broke, but it's very difficult for me to leave my car in their shop when I have to work every day. I'm getting to the point I'm afraid to have them work on it, considering all the additional problems that have occurred every time I bring it there. The car started with one small problem and now has many problems. As mentioned previously, I would like to be reimbursed for their errors and lack of knowledge and have the issues fixed that they caused. Plus I would need a rental car to drive while my car is being repaired. I only want the master tech to touch my car, since I don't trust any of the other mechanics there.Thank you in advance for being ethical and hopefully doing the right thing.
Regards,
[redacted]
I am rejecting this response because: Since my name is not [redacted], I have to assume this response was not meant for me. Therefore, I must reject the communication. Th[redacted] you.
Regards,
[redacted]
upon further review of this deal Hatfield Kia owes this client an additional refund of $707.13 that is being processed 11/20/2015
First, Luke has failed to waive the disposition fee that he has promised and now the bill has been sent to collections. Second, I left a message with the secretary for Luke to call me on Monday, August 8th. I also left a voicemail on his personal work line and called him a total of four times on Tuesday, August 9. These attempts to get ahold of him were in order to let him know that the disposition fee has not been waived despite his promised that it would be back when we bought the vehicle, as well as back on July 7th. I also sent him an e-mail on Tuesday, August 9 so that he would have written communication with myself regarding this issue. He has YET to return my calls or respond to my e-mail. His lack of communication and professionalism has led me to reporting him to the Revdex.com. I have documentation that dates back to January of every attempt to communicate and resolve this issue.Overall, I am finished complaining about the last two payments that need to be paid. This will be paid by myself. However, I am complaining about Luke's REFUSAL to do what he said he was going to do from the beginning. The disposition fee should have been waived back in January when I purchased the Kia Sportage. When I received the bill in May, it showed that this had not been waived. Now the bill is sent to collections with the disposition fee still on there despite Luke telling us on July 7th that this would be waived. This negligence on Luke's part is ridiculous and I am sad to see that people actual run a business like this. My fiance and I have spent hours upon hours trying to find a way to fix this situation, and have had little to no success due to the lack of of communication on Luke's part. I have been nothing but a great customer to Hatfield Kia! This ongoing issue has led me to tell our family, friends, and social media about Hatfield Kia's shady business. We will NEVER buy another vehicle from them. As a person who is working full time, going to school full time, and planning a wedding, I have empathy for times when people are too busy to return a phone all. However, this entire situation is unacceptable and the only way my fiance and I have heard from Luke was because we went above him to communicate our frustrations. In order for me to be satisfied, Luke B[redacted] will need to do the following:1) Waive the disposition fee of $450 that he has promised not only in his previous response, but also over the phone and in e-mail when we spoke back on July 7, 2016. 2) Send me a new written bill invoice in the mail that shows that the $450 disposition fee has been waived, as well as the remaining balance that I owe. This remaining balance will be paid for once I know that Luke has fulfilled his promise of waiving the disposition fee. 3) Send me a communication in the mail that shows this bill has been reversed and removed from collections. SRA Associates, Inc. is responsible for dealing with this and I will need communication from them as well. SRA Associates, Inc. can be reached at 888-991-1011. 4) He needs to call my personal line (419) 271-4138 by Thursday, August 11th at 2:00 PM to let me know that all of this has been resolved and that I will be expecting a new invoice and communications that the bill has been reversed and removed from collections.
Unfortantley an associate inadvertenly damaged the gas tank during removal and installation. We replace the gas tank after uncessfully locating a used one with a new gas tank. We definaltey recognize the fact this was a unpleasant experience for the guest and we apologized for the incident, and even...
gave the guest $100 gas card do to the poor guest experience. Hatfield 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 it. This 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.