Burlington KIA

[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 have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Regards,
*** ***

Complaint: ***
I am rejecting this response because:
No customers are required to pay for a service prior to the service being performed, I should not be an exceptionUpon completion of the service I will pay the service fee minus the discount agreed to by *** and myself on 12/12/
Regards,
*** ***

I am rejecting this response because: the dealership did not address the lack of an alarm systemThe only feature that I said was not necessary was the bafeature that tells how close you are to the car behind you Also, I failed to mention that the car did not a key alert that will let you know where the car is locatedSome call it a 'clicker' This should have been mentionedEvery time I have to unlock the car, my hand tremblesIt seems as if they wanted to 'unload' the car on an unsuspecting customerThis is not sincere customer serviceThey did not respond to the loud sales person who has you sign all of the documentsI am just livid that I was told about the spare tire feature after I signed the documentsTelling me that I can get a spare tire for 75% off is ludriciousStating that most cars do not have a spare tire is not acceptableThis is an important feature to mention to all clients, because we are used to having spare tires in the trunk of a car
Just an all-around bad experience!
*** ***

The customer came to the Dealership and completed the work utilizing the 10% discount on the labor.This case is now closed.

The "Tires for Life" Agreement is clear cut and concise.  The customer will receive "Tires for Life" for as long as they own the vehicle.  This Program is available to the first owner of the car and ALL the scheduled maintenance should be performed per the Agreement within a 1000 miles...

window.  [redacted] already was given an EXCEPTION to the "Tires for Life" policy for missing required services previously on 7/27/2013.  At that time, Burlington Kia made the exception and as a token of "Good Will" took care of the mounting and balancing for the 2 tires as well.  This was a ONE TIME EXCEPTION to the Policy that the Owner [redacted] had made for this customer.  At this time, the Sportage that [redacted] owns is due for another 2 tires under the "Tires for Life" program.  Burlington Kia will be happy to honor the Agreement.  The mounting and balancing as well as any taxes and disposal fees are the responsibility of the customer and must be paid prior to the work being performed.  These are standard fees associated with any tire purchase from any vendor Statewide. Burlington Kia will be happy to schedule the appointment to have the work performed.  The Service Department can be reached at [redacted] to schedule this appointment and the mounting and balancing costs will need to be paid prior to the work being completed.  This is the same costs that ALL customers pay who take advantage and follow the "Tires for Life" Program.Thanks for your attention to this matter![redacted]Burlington KiaGeneral Manager

Hello Ms. [redacted], I am very sorry you had a less than perfect experience at Burlington Kia. I thoroughly apologize that your vehicle did not come equipped with a spare tire but many of our models have moved away from this option and instead have come with the inflator kit that your new vehicle has....

In an effort to make you a happy customer of Burlington Kia once again, I am extending the offer of paying for 75% of the cost to have the spare tire as well as the appropriate tool kit installed for your new vehicle. Please accept my sincerest apologies for dropping the ball and hopefully we can garner your trust back in our Dealership.Thank you for bringing this to my attention and please feel free to contact me at your earliest convenience to have your spare tire and tool kit installed.Marcus D[redacted]General ManagerBurlington Kia

Dear [redacted]I would like to take this opportunity to apologize for the miscues by one of our Sales staff.  It seems as though there was a lack of professionalism exhibited by one of our Salespeople in regards to Ms. [redacted] keys.  The Salesperson who dealt with Ms. [redacted] is no...

longer a Team member here at Burlington Kia.  We pride ourselves on giving our Customers the highest levels of customer service and expect nothing less from any of our Employees.  In recognition of our miscues, I would like to replace the broken key as a gesture of "Good Will" to Ms. [redacted]  Unfortunately, I was not present at Burlington Kia when this situation arose but I would have been more than happy to help Ms. [redacted] with this unfortunate incident.I can be reached at [redacted] or email me directly [redacted] to get the key replaced ASAP.Thanks again for reaching out and bringing this incident to my attention.We will strive to change your opinions of Burlington Kia and deliver you a tremendous customer experience in the future.[redacted]
[redacted]
[redacted]
[redacted]

Review: I purchased a car from the dealership on or about January 10 2015. After the paper work was completed, the sales man took me to the car and began to explain the following: "The car does not have a spare tire." He opened the trunk, pulled out a square item, wrapped in cellophane, and said, "Just use this (nozzle) and put it on this (pointed to the tire) and you are good to go!" Also, he did not tell me that the car did not have an alarm system. He suggested that I go to a place which was one-hour away. "I have been there myself," he said. I traveled to three different businesses requesting if I could purchase a spare tire. One said, "I don't know why cars are made without spare tires." Another stated, "We don't carry spare tires for that type of car." The third business rcommended that I not get a spare tire. He stated that the spare tire would weigh down the back of the car, which may be dangerous when turning corners. Also, I did not notice that the car had black stains on both sides under each door. When I pointed this out,, the salsman's reply was, "Oh, you must have driven through mud." BUT IT HAD NOT BEEN RAINING!" I called the dealership and was told that I could purchase a spare tire for $225.00 (!!) The person that has you sign all of the papers was very loud. I asked him to tone it down. So he asked the salesman to close the door. He was still loud! "that's just how I talk." When I went back to the dealership, I was told that the car that was traded was at an auction. How could this be since they had not received the title?? The final straw was when the man who has you sign the papers, said, "He (the salesman) only made $1.54...(yeah, that's right...$1.54) from the sale." What am I to do if I am caught far home without a spare tire? I am livid with the tatics used to sell me a car. I drive the car to work, the market and back...about 16 miles a day, if that many miles.Desired Settlement: The dealership have the sales people change their selling tactics and present ALL information pertaining to cars sold. Also, I do not need to hear about your daughter, who did not come to you for a better deal than one given at another delearship. Just not happy with the car!

Business

Response:

Hello Ms. [redacted], I am very sorry you had a less than perfect experience at Burlington Kia. I thoroughly apologize that your vehicle did not come equipped with a spare tire but many of our models have moved away from this option and instead have come with the inflator kit that your new vehicle has. In an effort to make you a happy customer of Burlington Kia once again, I am extending the offer of paying for 75% of the cost to have the spare tire as well as the appropriate tool kit installed for your new vehicle. Please accept my sincerest apologies for dropping the ball and hopefully we can garner your trust back in our Dealership.Thank you for bringing this to my attention and please feel free to contact me at your earliest convenience to have your spare tire and tool kit installed.Marcus D[redacted]General ManagerBurlington Kia

Consumer

Response:

I am rejecting this response because: the dealership did not address the lack of an alarm system. The only feature that I said was not necessary was the back-up feature that tells how close you are to the car behind you. Also, I failed to mention that the car did not a key alert that will let you know where the car is located. Some call it a 'clicker' This should have been mentioned. Every time I have to unlock the car, my hand trembles. It seems as if they wanted to 'unload' the car on an unsuspecting customer. This is not sincere customer service. They did not respond to the loud sales person who has you sign all of the documents. I am just livid that I was told about the spare tire feature after I signed the documents. Telling me that I can get a spare tire for 75% off is ludricious. Stating that most cars do not have a spare tire is not acceptable. This is an important feature to mention to all clients, because we are used to having spare tires in the trunk of a car.

Just an all-around bad experience!

Review: I purchased a car (kia sportage) at the Burlington Kia dealer in Burlington NJ because they had a "Tires for Life" program that replaced the tires on my car when the tread ware was down to 2/32". The first two tires were worn and they replaced them after a lengthy process of calling the owner of the dealership and filing a complaint with the Revdex.com. Their reluctance was because my car did not have enough service don on it at the dealership (program requires all service work to be done at the dealer). The issue, however, was not that required service was not completed at the dealer, the issue was the car has very few miles on it and the amount of service (based on manufacturer recommendations) was not what they would have liked.

I took the car in for scheduled oil change service and they said the two older tires now have less than 2/32" tread left and require replacement. I scheduled an appointment and brought the car in for tires replacement as per the "Tires for Life " agreement. Once I was there the dealer said I would need to pay many extra fees for the service and it was standard practice. I requested they pull the paperwork from the last "Tires for Life" tire replacement and it showed their was no charge for replacement of tires within the "Tires for Life" program. Their response was " well that was probably an error and this time you need to pay additional service fees or we will not replace the tires.

The agreement with the car purchase clearly states they will "replace with like tires by Burlington Kia when tire tread depth reaches 2/32" as per State Safety Standards".

Now I am driving with UNSAFE tires because the dealer will not honor the agreement unless I pay them service fees for replacing the tires.Desired Settlement: Replace the tires per the car original purchase agreement with "Tires for Life" at no cost to me like they did when the first two tires were worn to 2/32".

Business

Response:

The "Tires for Life" Agreement is clear cut and concise. The customer will receive "Tires for Life" for as long as they own the vehicle. This Program is available to the first owner of the car and ALL the scheduled maintenance should be performed per the Agreement within a 1000 miles window. [redacted] already was given an EXCEPTION to the "Tires for Life" policy for missing required services previously on 7/27/2013. At that time, Burlington Kia made the exception and as a token of "Good Will" took care of the mounting and balancing for the 2 tires as well. This was a ONE TIME EXCEPTION to the Policy that the Owner [redacted] had made for this customer. At this time, the Sportage that [redacted] owns is due for another 2 tires under the "Tires for Life" program. Burlington Kia will be happy to honor the Agreement. The mounting and balancing as well as any taxes and disposal fees are the responsibility of the customer and must be paid prior to the work being performed. These are standard fees associated with any tire purchase from any vendor Statewide. Burlington Kia will be happy to schedule the appointment to have the work performed. The Service Department can be reached at [redacted] to schedule this appointment and the mounting and balancing costs will need to be paid prior to the work being completed. This is the same costs that ALL customers pay who take advantage and follow the "Tires for Life" Program.Thanks for your attention to this matter![redacted]Burlington KiaGeneral Manager

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

No customers are required to pay for a service prior to the service being performed, I should not be an exception. Upon completion of the service I will pay the service fee minus the discount agreed to by [redacted] and myself on 12/12/15.

Regards,

Business

Response:

The customer came to the Dealership and completed the work utilizing the 10% discount on the labor.This case is now closed.

Consumer

Response:

[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.]

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

Regards,

Review: I went into Burlington Kia the last week of December to purchase a vehicle. the salesman took my remote car key that I drove there with and had in my ignition. He took my car keys for approximately 30 minutes to take my mileage and then him and the sales manager had my car keys when he came back with my car key it was in two pieces. It was broken and will not work on the car. I could not driveven out of there. I asked to speak to the owner of the property and they would not allow me to. they were belligerent and obnoxious. I asked to speak to the owner of the property and they would not allow me to in turn had to file a police report.I would like reimbursement for my remote case that they broke while it was in their hands. both General Manager Sales Manager and salesman a young [redacted] named Rick I believe I have his business card we're extremely extremely extremely rudeDesired Settlement: I want the money for the broken remote that they should have repaired. as well, the cop stated it was in their hands he tried to negotiate with them and tell them that they are in the wrong. it broke while they had it and that they should replace it with the general manager and the sales manager. but both still refused. these remote keys with kia are known to break it broke at another dealership during service, McCafferty Kia and they replaced it immediately because it broke while they had it. its [redacted] pretty simple but these men were bullies and tried to bully their way and make me leave. they owe me a remote key it broke while they had it I gave it to him in one piece and he handed it back to me until I have a friend who will testify on this as well she was there.

Business

Response:

Dear [redacted]I would like to take this opportunity to apologize for the miscues by one of our Sales staff. It seems as though there was a lack of professionalism exhibited by one of our Salespeople in regards to Ms. [redacted] keys. The Salesperson who dealt with Ms. [redacted] is no longer a Team member here at Burlington Kia. We pride ourselves on giving our Customers the highest levels of customer service and expect nothing less from any of our Employees. In recognition of our miscues, I would like to replace the broken key as a gesture of "Good Will" to Ms. [redacted] Unfortunately, I was not present at Burlington Kia when this situation arose but I would have been more than happy to help Ms. [redacted] with this unfortunate incident.I can be reached at [redacted] or email me directly [redacted] to get the key replaced ASAP.Thanks again for reaching out and bringing this incident to my attention.We will strive to change your opinions of Burlington Kia and deliver you a tremendous customer experience in the future.[redacted]