Bye Real Estate and Developmen

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]This company only touched on one of the several issues I had with them.  I feel we were a victim to the "Bait and Switch" Ads.  We pulled up the website the day we were at the Dealership on December 27, 2016.  It showed several cars which were the Kia Forte for $16, 900 and some odd dollars.  And the ad said it was 0% financing with 5 months deferred payment.  We confronted the salesperson (Jasper) and showed him the website via her phone.  He had no clue about the sale and said "we probably don't have any left" with that he took her phone inside to ask his sales manager.  After more than 5 minutes he came out and said "we have just one left" "would you like to drive it?" We said "sure" and during the test drive we talked about leasing but found out when we returned that leasing wasn't an option.  And two, we were never offered the 0% financing even though this car qualified.  Yes, monthly payments were important but we ended up with a monthly payment of $299.00, which if you do the math would mean over a course of 60 months we would have paid just shy of $18,000.  I also did put a down payment of $1000.00.  I have no paperwork here on the loan at all, I spoke with [redacted] on March 1st and he told me he would send that to me, I have not received anything.  I can not tell you if we received any discount for this car that we purchased with 2100 miles on it.  My other main issue too is the lack of customer service once you sign for the car.  I purchased the "protection package" which I stated before included the clear coat on he paint job, scotch guarding the interior and undercoating.  We had issues with that, follow-thru was terrible.  We dropped it off on a Friday morning at 10am and we returned at 2pm and it wasn't even touched.  We had to take rental car back home and come again the next day and again nothing done!  We were told this kind of package takes about 6 hours to perform but with lightning speed this car was washed and all items completes within 3 1/2 hrs? Once again, I can see the undercoating was performed but to prove the others were done.  I did test the interior by dropping small amounts of water on the seats and it does soak in.  Yes, I feel I paid for a protection package that was not performed to top standards.  We had issues with the registration and when we came back the second time to pick up car from getting the protection package I brought in the messed up registration and asked to get it fixed.  We waited almost 3 weeks and never received anything so my daughter had to send the original off to get fixed.  So she drove her car around with no registration or proof of purchase for over 3 weeks.  I understand they can't change any of these things that happened, but if your in the business of customer service, this failed miserably.  I 'm just curious how many people actually purchased the cars that were advertised for this great December sale or did they all get the same runaround we did.  I would still like my paperwork that shows proof of purchase. Regards,
[redacted]

I am very sorry to hear that this was not resolved back in feb '17 when it was first brought to the dealerships attention . We submitted all required paperwork and dates to Kia Motors Of America to have them removed because everything was done correctly . We have reached out to them again this...

morning after we spoke to [redacted] . We are doing everything we can to help in this situation and it is unfortunate Kia Motors has reported late payments despite all required documents being submitted . We will keep you posted and do our best to help remedy this situation between you and KMF . Thank You

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
This is not a matter of "how I feel".  The paint defect was pointed out before purchase and documented as such.  [redacted] stated that this would be easier to deal with from a warranty standpoint after the purchase was made.  The sales person, [redacted] and I both went to Metro Ford and watched a man polish on the engine hood and he could not get the spots to polish out and feared that he could polish too much and damage the paint.  The outline of the defects remained and as weeks went by they grew to the top of the surface.  There is documentation by way of pictures, on vehicle purchase paper work, and letters I have sent both hard copy and email.  These are facts, not "feelings".  When I spoke with [redacted] about the ordeal he had recently replaced a former service managers position and was new to the problem.  He called for the district representative to look at the problems.  After she looked at them she determined not to claim them as a warranty issue but gave no explanation that I was told.  I wanted to know why and wished to communicate with her but she refused to let [redacted] give me any contact information of hers.The DOT person, James [redacted], gave me a two day response time to [redacted] statement.  I responded but James [redacted]'s email would not allow my response to go through.  I called him and informed him of this and all he said was "paint issues are difficult to deal with and was closing the case".  I had absolutely no rebuttal allowance because of an email block and he closed the case before the two days were even ended.  That all seemed very odd.The defect still exists, even after repainting.  I showed them to [redacted] and he saw them too, even took pictures.  The only absolute solution is to replace the panels.  Over time the same type of spots develop on the glass top also, however they don't require a machine to buff them down but do require more than a car wash mitt.What I don't understand is why a new vehicle sales dealership can have all the facts presented, can see the defects, can see that the prescribed solution did not solve the problem, and state that they are not willing to work on a solution anymore even though the defect existed prior to the purchase.Metro Kia of Madison has not fulfilled their responsibility.
Regards,
[redacted]

I am not sure how to have given any response to the response from Metro Kia of Madison and somehow sent the only statement of not accepting their response.  What I intended to state is the following in response to what Drake [redacted] has stated...([redacted]) I personally spoke to Mr . [redacted] last fall shortly after I arrived at the dealership . He explained to me that he had some paint issues and needed my help to correct them . He said he had spoken with Kia Corporate (Kia motors not our dealer) and was upset because they would not warranty it for him  . We scheduled an appointment for our District Service Manager of Kia motors ( [redacted]) to come out and see if they could help .1.      Fact check: I spoke with you on December 28, 2015 after you received my email.  Here is your emailed response, “This is the first it has been brought to my attention . Please call me at your earliest convenience”.  This is after the [redacted] visit.  She had already looked at my Optima before you were contacted by me.  [redacted] made the call to her, according to him.([redacted]) After looking at the vehicle they determined it was not a factory default in paint but that they believed Mr [redacted] was personally cleaning and buffing his vehicle and got too close and went through the clear coat .2.      Fact check: No person has ever said this to me, including [redacted].  I was told by [redacted] that [redacted] would not claim this as a paint defect.  Never was there a mention that I as the owner personally did any buffing on this vehicle at the time of this reporting of the issue.  The truth of the matter is that the surfaces of the car were never buffed by me until after I purchased a buffer (November 30, 2015).  I loaned the buffer to my son in Michigan for a few months before I had ever used it. The first time I used the buffer was on June 19, 2016, after I picked up the Optima from the 2-3 month stay at your dealership this past spring.  The car was filled with buffing swirl marks (I have pictures) and I thought I better just take the car home and do it myself rather than take the chance of Kia detail employees messing it up again or more.  During my buffing time I burned through one spot on the right front fender.  This was covered by my insurance and I had [redacted] repaint it in July 2016. Your statement above is entirely false because any work performed on the engine hood and trunk lid by this time were only performed by Metro Ford as witnessed by myself and the sales person [redacted].  At that time the defects were only noticed on the engine hood and a Metro Ford detailer attempted to polish the engine hood defects and could not get them out. This was before I ever took the car home.  [redacted] said the issue would be easier to deal with after I owned it because the KIA company would be able to address it as a warranty item.([redacted])  I then  spoke to [redacted] and [redacted] whom he said he has had previous conversations with  and spoke to our dealer groups body shop and asked them for assistance in this matter. We scheduled a time and he dropped his vehicle off and we performed what he had asked and was happy and went on his way .3.      Fact check: The engine hood was supposed to be repainted by Metro Ford.  Later it was noticed that the defects were again “growing” through the paint so it was doubted by me that any repainting had been performed.  In fact Metro Ford did not even supply a receipt of the work performed.  At this time the paint sealant coat still had not been applied from the original purchase.  The paint sealant subject was discussed with [redacted] and it was decided to wait until the paint defect was solved.([redacted]) This spring it came about that he had a similar issue with the paint but now noticed some additional things . We again schedule an appointment  with our District service  manager of Kia Motors ([redacted])and asked for her to come out and once again see if this new issue he claims would be covered under his paint warranty . She again determined it to be “self damaged” and again would not warranty it . We talked again to our body shop and asked for their help and they once again did the work to satisfy Mr [redacted] . He again does not seem to be happy and we have explained that we cannot continue to do this and have done our best to keep him happy but we have now occurred nearly $2,000 in repairs to try and help out but cannot keep remedying his mistakes being nothing is wrong or defected by the manufacturer.  Our body shop manager has since gone to [redacted] across the street and he is now there trying to get his issues fixed with his insurance company .4.      Fact check: It was not this spring.  The topic was battered back and forth all of last year when finally [redacted] said the engine hood and trunk lid would be repainted at dealer expense and I reluctantly agreed to comply to the arrangement that Metro Ford would do the work (I was given no other option for a body shop).  By this time the same defects were noticed on the trunk lid as were on the engine hood so both areas were scheduled to be repainted.  No work on any of the surfaces mentioned was ever performed by me other than hand washing with car wash soap so the “self damaged” statement has absolutely no fact to it.  Why and how [redacted] could ever come to this judgmental conclusion is beyond me. The defects are spots that show as bumps like a wart and when polished leave a spot stain under the clear coat surface finish.  [redacted] was not using any logic but appears to simply refuse to follow through with warranty coverage to keep her personal employee performance looking strong.  She absolutely refused to meet or discuss with me over this matter.5.      Fact check: After the paint job by Metro Ford was performed I was called in.  When looking at the car I immediately saw a tremendous amount of scratches all over the car on many surfaces, that had never existed before because the car had been scratch free.  I was shocked and asked how this could have happened.  The only logical explanation was that the car was run through a brush type of car wash after the paint job.  Scratches were even on the newly painted engine hood and trunk lid.  [redacted] saw them and agreed with me that something had scratched the car even on the new paint but did not know how they had gotten there.  Shortly after that [redacted] decided to have the repair work performed at [redacted] Auto Body.  From there on there were scratch issues to deal with and repeatedly there were mistakes made, missed or not addressed, and unapproved changes made to some surfaces.  I brought the Optima in as a new car with an original or dealer defect and it should leave as a new car with no defect.([redacted])  I want to keep every customer happy but in this case he seems unreasonable beyond a doubt. I have even offered trading him out of that one and into a new one . He has declined all options . He has now posted this all over his vehicle and is driving around (attached)6.      Fact check: I am not unreasonable and am quite flexible but not tolerant of obvious faults and flaws in workmanship.  Do you really try to solve the problem to completion to make a customer happy?  If one or more attempts fail does that mean the customer should be happy?7.      Fact check: When you offered a trade it was very late in this stage of dealing with the defect.  Your trade statement was, “I would be willing to trade you for around $8,700 plus TTL  (including the $500 finance incentive) .  If you have not had the opportunity to drive a new 2016 I think without a doubt you will notice a major change in driving, style and over comfort . Rich of course can be your point of contact if you choose . Let me know how you would like to proceed and I look forward to hearing from you in the near future”.I responded, “At about 73 cents per mile of car value loss that is quite a loss to me.  I would only be trading because of the flawed factory paint and that seems like a loss on my part since the paint is Kia original paint.  Seems to me that Kia should be taking the loss, not me”.Why would I want a trade that costs me money when the problem in the paint is from your dealership, the original dealership (Harms Kia of Janesville), or from the factory?Yes, I have posted a sticker on my car because Kia has failed me as a customer.  The defect still exists and it appears the defect is in or under the original paint and new panels seems to be the only viable solution.  If you would like the sticker removed then please replace the engine hood and trunk lid.

We have had almost a month long worth of attempts with Ms [redacted] . We have had every single manager in both sales and service at out store as well as the service manager , advisor , and techs from Subaru look into her concern . Every person from every store has explained her roof is working...

properly even after viewing her videos she has taken . Mr [redacted] has also been involved since the very beginning and met with myself and Subaru (without the presence of Ms Knuth) she did not attend despite being invited . Please refer to Mr [redacted] who has already closed this case . 
We have spent time , money and even offered full trade in amount (what she paid for the vehicle) to purchase something else on the lot and she cannot find anything that meets her needs.