Citrus Motors Ontario, Inc.

To Whom it May Concern,
This is *** *** - General Sales Manager of Citrus KiaI am responding for *** *** to help put closure to this issue
The day we found out the their vehicle was a total loss I
personally spoke with our finance department letting them know not to collect the $that was owed to us in the transactionThe message did not get to the right person and it was run by accidentWhen the customer contacted us about a refund I let our finance department know to handle it asapI was there when they called and left a message for the son because we need the card number to do the refundWe did not hear back from himThen a few days, maybe a week later *** emailed saying he tried to call us times and could reach no one in our finance departmentI find this very difficult to believe but I'll give her the benefit of the doubtI spoke with our finance department again and they once again tried to reach the customer to no availA few days later we received a threatening emailThe customer said her son was available to be reachedI personally stood by the finance assitant while they called the son and this time he answeredThey were able to get his card number (unlike what his mother says about running the card without it) this time and did the refundI attached a copy of the receipt for the refund
In summation the problem was we should have never run the card in the first place but had we been able to reach the customer immediatley this would have been resolved the first day it happened
Best regards,
*** ***
*** ***

Initial Business Response /* (1000, 5, 2016/03/30) */
the reason we contacted the customer was because we were unable to get the payoff the same from Nissan (his previous lender)the used the amount of $which was agreed by the customer to be the amount owed on the trade inOur process here
at Citrus is to go ahead and payoff the trade and contact the customer in regards to the difference of the payoffthe Trade will be paid off completely not just a portion of the payoffWe will contact the customer and explain the process again, which after reading his complaint I believe it was not understoodthis matter will be resolved and the trade will be paid off completely

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

Initial Business Response /* (1000, 5, 2016/06/15) */
Contact Name and Title: *** *** GSM
Contact Phone: XXX-XXX-XXXX
Contact Email: ***@citrusmotors.com
First off, Mrs *** is mistaken in who helped herIt was ***, ***, and the sales manager ***
Secondly, after speaking with
everyone involved at no time did she ask specifically for a power liftgate or we would have located a vehicle with that equipmentAs she herself states we actually dealer traded for the specific vehicle for her so we could & would have gotten the power liftgate for her without question
She also states that she has called several times and no one has returned her callsI am the General Sales Manager and have not received a call or message to call her ever
I did receive a call from Kia Corporate (which was the first I heard of the situation)and researched the issueIt's unfortunate because we want all of our customers to be thrilled with their new cars and our serviceThe fact is she never at any time requested a power liftgateShe in her own words says she ask for fully loadedThat is a very subjective termThe items that she specifically requested she got
Here are the notes from our system dating back to March 2016:
5/27/2:45:PM; *** ***
called customer and asked her what was wrong with the car, she said the hatch was too hard to open and close that the other one was smootherwe had never talked about or looked at a power lift gate but now claims she requested itboth *** and myself asked her multiple times what features she wanted in the car and she said that she wanted leather, a sunroof, and it needed to be rednothing else was ever mentioned in our conversations and she was never told she got a power lift gate
5/27/2:37:PM;
AN OUTBOUND CALL WAS MADE BY *** *** ON XXXX-
CALL DURATION: 0hrs2mins40secs
STATUS OF CALL: COMPLETED
LISTEN TO CALL: DEALERSOCKET CALL MANAGEMENT
5/17/1:00:PM; *** ***
SMS Received
Call me if available thanks
5/16/9:52:AM; *** ***
SMS Received
I will get back with you on that thanks
5/16/9:22:AM; *** ***
SMS Sent
Hi ***, it's ***When would you like to schedule?
5/16/8:49:AM; *** ***
SMS Sent
Citrus Motors Ford and Kia: Welcome! Freq of msgs based on profileReply HELP for help, STOP cancelMsg & data rates may apply
5/16/8:49:AM; *** ***
SMS Received
Customer has opted in
5/16/8:33:AM; *** ***
SMS Sent
Citrus Motors Ford and Kia is confirming request to send a message, reply YES to allowReply HELP for helpMsg & data rates may apply
5/16/8:33:AM; *** ***
lvm - trying to scheduled edgeguards
5/16/8:31:AM;
AN OUTBOUND CALL WAS MADE BY *** *** ON XXXX-
CALL DURATION: 0hrs0mins52secs
STATUS OF CALL: COMPLETED
5/14/2:27:PM;
AN OUTBOUND CALL WAS MADE BY *** *** ON XXXX-
CALL DURATION: 0hrs1mins0secs
STATUS OF CALL: COMPLETED
5/13/4:31:PM;
AN OUTBOUND CALL WAS MADE BY *** *** ON XXXX-
CALL DURATION: 0hrs1mins15secs
STATUS OF CALL: COMPLETED
5/13/2:19:PM;
AN OUTBOUND CALL WAS MADE BY *** *** ON XXXX-
CALL DURATION: 0hrs1mins38secs
STATUS OF CALL: COMPLETED
5/12/7:53:PM; *** ***
She will be in here in about an hour
5/12/7:49:PM; *** ***
AN OUTBOUND CALL WAS MADE BY *** *** FROM Mobile CRM ON 05/12/
CALL DURATION: hrsminssecs
STATUS OF CALL: COMPLETED
5/12/1:51:PM;
AN OUTBOUND CALL WAS MADE BY *** *** ON XXXX-
CALL DURATION: 0hrs1mins56secs
STATUS OF CALL: COMPLETED
5/12/1:13:PM;
AN OUTBOUND CALL WAS MADE BY *** *** ON XXXX-
CALL DURATION: 0hrs0mins49secs
STATUS OF CALL: COMPLETED
5/12/10:56:AM; *** ***
Appraisal sent successfullyVIN KNAFZ4A83EXXXXXXX Mileage XXXXX
5/12/10:23:AM; *** ***
customer called in asking for ***she said that she wanted to come in to go ahead and get the deal donecalled *** and let him know that she is planning on coming inhe told me to set the appt and let him now what time she is planning on coming inshe wants to come in at 11am
5/12/10:20:AM;
AN OUTBOUND CALL WAS MADE BY *** *** ON XXXX-
CALL DURATION: 0hrs0mins53secs
STATUS OF CALL: COMPLETED
5/11/5:20:PM;
AN OUTBOUND CALL WAS MADE BY *** *** ON XXXX-
CALL DURATION: 0hrs2mins25secs
STATUS OF CALL: COMPLETED
5/10/5:11:PM; *** ***
called her back and tried to schedule apptshe said it would be better for *** to call her back tomorrow and they can arrange a time- I let her know 8:30-would be good tomorrow but she wouldn't commit
5/10/5:08:PM;
AN OUTBOUND CALL WAS MADE BY *** *** ON XXXX-
CALL DURATION: 0hrs1mins23secs
STATUS OF CALL: COMPLETED
5/10/4:36:PM; *** ***
called and got info from her, she likes the sunroof but doesnt want a turbo engine, told her the ex would fit perfect but then also asked about payment and said she'd like to stay around the same with no money down if possibletold her i'd get with *** *** and get a few options together for hershe is about 4k upside down right now due to over mileage, she would like more miles next time or to just finance the next vehicle
5/10/4:23:PM; *** ***
AN OUTBOUND CALL WAS MADE BY *** *** FROM Mobile CRM ON 05/10/
CALL DURATION: hrsminssecs
STATUS OF CALL: COMPLETED
5/10/3:45:PM; *** ***
Event XXXXXX merged into XXXXXX by CM0SWatson
5/10/1:12:PM; *** ***
she called me to check if we got any red Sportage SX'sShe is anxious and wants to make a decision very soonWe have 7Kon order with ETA 5/She wants quote on payment After reading ***'s notes from march on the Escape Titanium, the payments are likely to be a lot higher on the Sportage SX than she is expectingWill get with *** to review & get back to her
4/29/12:21:PM; *** ***
she called me in response to emailLikes the idea of red Sportage SXWe do not have red and none on orderShe says she drove a Sportage when she was here in MarchI will watch inventory and stay in touch with her
4/29/12:18:PM; *** ***
Email Sent New Reply Forward View
To: (***@gmail.com)
Subject: 7K- red Sportage EX
4/29/9:10:AM; *** ***
Email Sent New Reply Forward View
To: (***@gmail.com)
Subject: Sportages - new design!
4/24/10:12:PM; Buck ***
This event was reassigned (BDC Assigned) from CM0JWalter to CM0SWatson by CM0BMaggar using the Customer Reassignment Admin Tool
3/31/11:20:AM; Buck ***
Email Sent View
To: (Jason Verkler)
Subject: Sent From List Builder :We Need Your Help TODAY!!!
3/12/1:58:PM; *** ***
Left vm
3/12/1:56:PM;
AN OUTBOUND CALL WAS MADE BY *** *** ON XXXX-
CALL DURATION: 0hrs0mins57secs
STATUS OF CALL: COMPLETED
3/10/11:06:AM; *** ***
customer was over on the ford side getting her car appraised and wanted to come look at the sportageshe test drove the sportage and loved the carshe is currently leasing a kia forte that will be up in july, she is over mileage already by 20k miles and counting
3/8/8:15:PM; *** ***
customer came in to look at the escape, test drove the Titanium escape we have and liked it a lot, had trade appraised while she was here and she is about $7k upsideGave her rough numbers of were she would be in payment, she wants to be the same as her forte which is $a month, we will more the likely be around $on the escapeSaid she will also be looking at the Kia Sportage and will make her decision....***
Initial Consumer Rebuttal /* (3000, 7, 2016/06/15) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This is the first time I know who the sales manager is, since I was sent twice to different employees voicemails
Lets be clear, I am the consumer and you are the car salesman
How do I supposed to know something that never explained in the first place?
Fully loaded means I want ALL there is to offer
Another word I used was I want "all the bells and whissles", since these are the only methaforic words I know regarding car selling
How can a vehicle have 3/of new technology and the back is manual??
Does it make sense to you??
It does not make sense to me at all
All I want and request is for that back to open like the rest of the vehicle, ellectronically
Is this too much to ask??

Initial Business Response /* (1000, 5, 2016/06/23) */
Contact Name and Title: [redacted] Mgr
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@citrusmotors.com
This is one of our loyal customer, we apologized for the occurrence. I'll contact customer to arrange for refund. Thank You

Please see attached copy to repair refund instructions & phone number

the complaint from the customer was in regards to a scratch on the bumper that the customer came in and showed us several days after he took delivery of the vehicle, even though the scratch was never noticed at the time of delivery and we don't know if it happened after the delivery, we offered to...

fix the scratch at no expense to the customer. the customer refused and he wanted to return the vehicle.