Kia Sales Manager, [redacted], has been in communication with the customer as well as Kia Motor Finance to get the fee taken care of. As soon as I have confirmation that the fee has been taken off the customer's account I will send and update.And I would also like to take this opportunity...
once again to apologize for the misinformation provided to Ms. [redacted] regarding her lease trade in and want to ensure the customer that this fee will be taken care of.Thank you,[redacted]Customer Relations Manager
Our Sales Manager, Andy P[redacted], has reached out to the customer to try and resolve this issue. Please have the customer call into ###-###-#### and ask for Andy so we may resolve this issue for Mr. [redacted] as quickly as possible.Thank you,Trisha K N[redacted]Assistant Controller
I apologize for the delay in my response to this complaint. Ms. [redacted] brought her vehicle in for an estimate of repair stating that it was going to be customer pay. Our original estimates for body work are initial estimates that may be subject to change upon tear down of the...
vehicle and possible discovery of hidden damage.
The customer then stated that her insurance company had provided an estimate for repairs. It is our obligation to go off of the insurance company's estimate for repairs when it is an insurance claim. Based on the repairs they stated were needed and supplement required would be submitted directly to the insurance company for payment. Our Collision Center contacted Ms. [redacted]'s insurance company that stated this was our correct approach and the funds sent to the customer were to pay for the repair of the vehicle.
We followed proper procedure when dealing with an insurance company and their estimate provided to the customer.
Thank you,
Trisha N[redacted]
Customer Relations Manager
I am rejecting this response because: The business response does not tell me any information I do not already know. I am aware of the email chain between myself and [redacted] They did not resolve anything except copy and paste our small email chain into the response. They mislead us to leasing a Kia, by telling us there was an Early Termination Fee to return the car. Nothing has been resolved, and I also have a copy of the video where the finance manager talks about the items needed to return the car, and DOES NOT mention paying the remaining balance on the car or anything of this nature. This is a low effort attempt to close this Revdex.com complaint on the part of Dennis Kia.
I reviewed the response made by the business in reference to complaint ID [redacted], and find the resolution is satisfactory to me.
Regards,
[redacted]
Below is the email correspondence between Mr. [redacted] and our owner [redacted] Upon reviewing the recording of the transaction between Mr. and Mrs. [redacted] with [redacted], there were discrepancies in what the customer had stated. The email was closed...
with the offer to discuss the matter directly with Mr. [redacted] but the customer has yet to contact him.
The offer for a meeting or discussion via phone is still open to Mr. [redacted] if he would like to further discuss the situation.
Sent: Tue, Feb 3, 2015 3:36 pm Hope all is well. Due to the unfortunate misleading by [redacted] to get my wife and I to lease the Kia vehicle, I am furthering the pursuit of the original offer we were given to opt out of our lease at any time. Just to refresh your memory, [redacted] promised us we could pay the $400 ‘Early Termination Fee’ that was on the lease agreement, and get out of this lease anytime, whether it was 1-47 months, of the 48 month lease. Yes I am completely aware this was a 48 month maximum lease, but what was represented by your company was the opting out at ANY given time during that period for $400. I even had gone on to tell co-workers what an amazing deal Dennis Kia had, that you could pay extra and get out of your lease. I came back in to Dennis Kia a few months back to write you guys a check for $400 and was told your company could not offer that.
We have sent all the information and video to an attorney, and now are working with a Consumer Protection attorney in Columbus. Due to the lack of help from any one over at Dennis Kia to hear us out, we have filed complaints with Kia, the Federal Trade Commission’s Consumer Protection Bureau, the Consumer Protection Agency of the Ohio Attorney General’s office, the Revdex.com, Yelp, ABC 6 On Your Side and others.
My wife is furious, because under no circumstances did she want a KIA for 4 years. The only reason we even entertained the offer is because [redacted] (who no longer is employed) told us on and off the camera we could get out, after I asked for a shorter lease term. When we came in and were told of the 48 month lease my wife said no, and the only reason we picked KIA initially was because of the warranty and we just had a past car issue and wanted a new car. We did say we would probably keep it 2-2.5 years, and whether or not it was shorten or longer than that, we were told we just paid $400 Early Termination Fee. He completely skipped around the fact that you have to pay all of the remaining months, which was over $10,000. In my opinion, this is on the contract to mislead people, because why would anyone pay an additional $400 to terminate their lease if they had to pay the remaining balance down to $0 any ways? Makes no sense.
Since I do mortgages, you used an analogy in your below email of buying a home and just leaving before the 30 years was up , and not being responsible for the remaining balance. The analogy is incorrect, as this would be compared to signing a 4 year maximum lease/rent on a house, but being told by your landlord you could drop out of your lease agreement at ANY time if you paid the owner the extra $400 and any extra damages etc. At this point, we were mislead and is the reason we still have the Kia, and would like to be honored the initial deal of paying $400 Early Termination Fee and return the car to Kia. If you have another option to settle this please let me know at your earliest convenience, thanks!
From: [redacted] Sent: Friday, December 05, 2014 4:22 PMTo: [redacted]Subject: Re: Deal #43660 - 11/23/13 via [redacted]
Thank you for your recent email. Unfortunately, we believe your characterizations of the dialogue to be inaccurate and a mischaracterization of what actually occurred. One thing that is not uncertain is that at no time during the delivery did you or your wife clearly and unambiguously state that you would be keeping the car for “ONLY” two and a half years. That time frame was mentioned by your wife in an offhand, hypothetical way that was understandably not interpreted by [redacted] as an absolute. Immediately after this time period was mentioned, [redacted] explained the wear and tear provisions of the lease “if you drive the car, two year, three years, four, whatever the case may be…” That doesn’t sound to us like there was a clear understanding among all of you as to what your intentions were. At no time when [redacted] mentioned a longer or an unclear date as to when the vehicle might be traded in did you stop him and again clarify this supposedly unalterable 2 to 2 ½ year time frame. Maybe you weren’t even sure about what your intentions were at that time.
It is possible [redacted] assumed too much about your level of understanding of the nature of the transaction you were entering into based on your profession in the consumer financial services world. The three of you spent a lot of time talking about your job. If he assumed too much, that was an error on his part. What was not an error on his part was that he clearly stated to you that the term of your lease was four years and you made no effort to again question that in light of the supposed 2 to 2 ½ year time table. If someone buys a house and only pays 15 years on a 30 year mortgage, do the other 15 year just vanish? Can one of your customers walk away from such a situation with no liability? You clearly understood you were entering into a four year commitment.
Even if we were to assume everything took place as you would like to characterize it and that we had made a mistake, there would be no obligation on our part to do anything until November 2015 to April 2016. So all this dialogue seems a little premature. We would hope you would be very happy with your decisions in this transaction and want to keep your Kia for longer than you originally estimated.
While we certainly try to follow all contractualy identified avenues whenever necessary, we are still in the customer satisfaction business.
If you'd like to give me a call, I would be more than happy to make some time to discuss this with you face to face.
I spoke with you both a month or 2 ago in regards to the lease deal I did last November through Dennis Kia. [redacted] was the [redacted] who had told us up and down, we could get out of our lease any time and pay the $400 early termination fee. I did receive the video, and appreciate you sending it to me via mail.
We reviewed the tape, as well as others and [redacted] is clearly in the understanding we are ONLY keeping the vehicle maybe 2-2.5 years at most, and he states that timeframe a minimum of 3-5 times during the conversation. He also tells us multiple times we can pay the $400 early termination fee (which he points to on the front of the contract to show me), a fee for an extra mileage which we wouldn’t have, and any damages. He even says ‘that’s it’ at the end of it, never once mentioning we would have to pay the rest of the lease off or anything of that nature. My wife and I only got this vehicle under that condition, and would have chosen to NOT lease the vehicle has we known this was not true. Now we are locked in a 4 year lease which we never wanted, I put $2,000 down on the vehicle, and what we had been told multiple times on tape is not true.
My wife and I would like to be able to return the vehicle in the next few months with the $400 early termination fee that was originally offered to us. We would obviously pay for any extras, but the mileage is low, the car is in perfect shape and we got the warranty as well. I am in the banking industry, and if I did falsely tell my client something like this, my District Manager would fix it and it makes it hard because [redacted] is no longer an employee of Dennis Kia.
Please get back to me at your earliest convenience, as we would like to get what we were originally offered. Thanks for your help in this matter!
I had our Controller reach out again to Mr. [redacted] with our insurance company. Ms. [redacted] has been calling him directly and he told her to proceed she needs to submit a claim to her insurance company who would then subrogate the claim to our insurance company. Ms. [redacted] has been asking our representative to open a claim on our behalf because she doesn’t want to go through her insurance company.Our feeling is that this matter needs to be dealt with through our insurance companies for a resolution. Please inform Ms. [redacted] there is no need to contact Mr. [redacted] regarding this matter, her insurance company needs to be the one contacting [redacted] Insurance Company.Thank you,Trisha N[redacted]Assistant Office ManagerDennis Automotive
I reviewed the response made by the business in reference to complaint ID [redacted], and find the resolution is satisfactory to me.
Regards,
[redacted]
THEY NEED TO FILE A CLAIM for my property damages WITH THEIR INSURANCE --[redacted] INSURANCE. [redacted], the insurance agent Dennis Hyundai told Revdex.com I needed to contact called me yesterday and said he would love to help me but there is nothing he can do at this time. Dennis Automotive has not and refuses to take responsibility for their actions and file a property damage claim for the damages to my vehicle that happened at their business. But their PR person keeps telling the Revdex.com and their insurance agent at [redacted] Insurance they will get back with them. Please close my complaint with the Revdex.com. I am going to explore other options.
Our Collision Center Manager, Todd B[redacted], has contacted Mr. [redacted] concerning this issue. The customer is bringing his vehicle in on Monday January 2, 2017 to be corrected and will be provided a rental vehicle. I apologize for the delay in the customer being contacted to resolve this...
issue and can assure Mr. [redacted] that his vehicle will be completed to his satisfaction.Thank you,Trisha K. N[redacted]Assistant Controller
In light of the false information provided by Dennis Hyundai concerning my bank loan and interest rate and the fact that the owner manual of the vehicle states that the timing belt/water pump must be replaced before 60,000 miles, but never was before sold, I believe the offer of a few free oil changes is a grossly insufficient resolution to this issue.
James [redacted]
Ms. [redacted]'s vehicle was towed from Nelson's Body Shop location to our service department for repairs. We do not believe or have any evidence that the damage to Ms. [redacted]'s vehicle happened on our property. Ms. [redacted] may have her insurance company contact our insurance company (Ally...
Insurance) to handle this matter.
Thank you,
Trisha N[redacted]
Customer Relations Manager
Attached
is a copy of the repair order history for
Mr[redacted] Brown. The first
page is the estimate signed by the customer showing the charges for each
diagnostic charge. There was a $diag charge for the complaint that
the vehicle was hard to start after filling up with gas, a $diag charge
for the A/C not working, and a $charge for the transmission concern
Also
attached is the recommended services to fix the issues as well as the
inspection and alignment performed at no cost to the customer. MrBrown
declined all repairs and paid for the diagnostic fees that he had agreed
to. Thank you,[redacted]Customer Relations Manager
Kia Sales Manager, [redacted], has been in communication with the customer as well as Kia Motor Finance to get the fee taken care of. As soon as I have confirmation that the fee has been taken off the customer's account I will send and update.And I would also like to take this opportunity...
once again to apologize for the misinformation provided to Ms. [redacted] regarding her lease trade in and want to ensure the customer that this fee will be taken care of.Thank you,[redacted]Customer Relations Manager
Our Sales Manager, Andy P[redacted], has reached out to the customer to try and resolve this issue. Please have the customer call into ###-###-#### and ask for Andy so we may resolve this issue for Mr. [redacted] as quickly as possible.Thank you,Trisha K N[redacted]Assistant Controller
I apologize for the delay in my response to this complaint. Ms. [redacted] brought her vehicle in for an estimate of repair stating that it was going to be customer pay. Our original estimates for body work are initial estimates that may be subject to change upon tear down of the...
vehicle and possible discovery of hidden damage.
The customer then stated that her insurance company had provided an estimate for repairs. It is our obligation to go off of the insurance company's estimate for repairs when it is an insurance claim. Based on the repairs they stated were needed and supplement required would be submitted directly to the insurance company for payment. Our Collision Center contacted Ms. [redacted]'s insurance company that stated this was our correct approach and the funds sent to the customer were to pay for the repair of the vehicle.
We followed proper procedure when dealing with an insurance company and their estimate provided to the customer.
Thank you,
Trisha N[redacted]
Customer Relations Manager
I am rejecting this response because: The business response does not tell me any information I do not already know. I am aware of the email chain between myself and [redacted] They did not resolve anything except copy and paste our small email chain into the response. They mislead us to leasing a Kia, by telling us there was an Early Termination Fee to return the car. Nothing has been resolved, and I also have a copy of the video where the finance manager talks about the items needed to return the car, and DOES NOT mention paying the remaining balance on the car or anything of this nature. This is a low effort attempt to close this Revdex.com complaint on the part of Dennis Kia.
I reviewed the response made by the business in reference to complaint ID [redacted], and find the resolution is satisfactory to me.
Regards,
[redacted]
Below is the email correspondence between Mr. [redacted] and our owner [redacted] Upon reviewing the recording of the transaction between Mr. and Mrs. [redacted] with [redacted], there were discrepancies in what the customer had stated. The email was closed...
with the offer to discuss the matter directly with Mr. [redacted] but the customer has yet to contact him.
The offer for a meeting or discussion via phone is still open to Mr. [redacted] if he would like to further discuss the situation.
Sent: Tue, Feb 3, 2015 3:36 pm Hope all is well. Due to the unfortunate misleading by [redacted] to get my wife and I to lease the Kia vehicle, I am furthering the pursuit of the original offer we were given to opt out of our lease at any time. Just to refresh your memory, [redacted] promised us we could pay the $400 ‘Early Termination Fee’ that was on the lease agreement, and get out of this lease anytime, whether it was 1-47 months, of the 48 month lease. Yes I am completely aware this was a 48 month maximum lease, but what was represented by your company was the opting out at ANY given time during that period for $400. I even had gone on to tell co-workers what an amazing deal Dennis Kia had, that you could pay extra and get out of your lease. I came back in to Dennis Kia a few months back to write you guys a check for $400 and was told your company could not offer that.
We have sent all the information and video to an attorney, and now are working with a Consumer Protection attorney in Columbus. Due to the lack of help from any one over at Dennis Kia to hear us out, we have filed complaints with Kia, the Federal Trade Commission’s Consumer Protection Bureau, the Consumer Protection Agency of the Ohio Attorney General’s office, the Revdex.com, Yelp, ABC 6 On Your Side and others.
My wife is furious, because under no circumstances did she want a KIA for 4 years. The only reason we even entertained the offer is because [redacted] (who no longer is employed) told us on and off the camera we could get out, after I asked for a shorter lease term. When we came in and were told of the 48 month lease my wife said no, and the only reason we picked KIA initially was because of the warranty and we just had a past car issue and wanted a new car. We did say we would probably keep it 2-2.5 years, and whether or not it was shorten or longer than that, we were told we just paid $400 Early Termination Fee. He completely skipped around the fact that you have to pay all of the remaining months, which was over $10,000. In my opinion, this is on the contract to mislead people, because why would anyone pay an additional $400 to terminate their lease if they had to pay the remaining balance down to $0 any ways? Makes no sense.
Since I do mortgages, you used an analogy in your below email of buying a home and just leaving before the 30 years was up , and not being responsible for the remaining balance. The analogy is incorrect, as this would be compared to signing a 4 year maximum lease/rent on a house, but being told by your landlord you could drop out of your lease agreement at ANY time if you paid the owner the extra $400 and any extra damages etc. At this point, we were mislead and is the reason we still have the Kia, and would like to be honored the initial deal of paying $400 Early Termination Fee and return the car to Kia. If you have another option to settle this please let me know at your earliest convenience, thanks!
From: [redacted] Sent: Friday, December 05, 2014 4:22 PMTo: [redacted]Subject: Re: Deal #43660 - 11/23/13 via [redacted]
Thank you for your recent email. Unfortunately, we believe your characterizations of the dialogue to be inaccurate and a mischaracterization of what actually occurred. One thing that is not uncertain is that at no time during the delivery did you or your wife clearly and unambiguously state that you would be keeping the car for “ONLY” two and a half years. That time frame was mentioned by your wife in an offhand, hypothetical way that was understandably not interpreted by [redacted] as an absolute. Immediately after this time period was mentioned, [redacted] explained the wear and tear provisions of the lease “if you drive the car, two year, three years, four, whatever the case may be…” That doesn’t sound to us like there was a clear understanding among all of you as to what your intentions were. At no time when [redacted] mentioned a longer or an unclear date as to when the vehicle might be traded in did you stop him and again clarify this supposedly unalterable 2 to 2 ½ year time frame. Maybe you weren’t even sure about what your intentions were at that time.
It is possible [redacted] assumed too much about your level of understanding of the nature of the transaction you were entering into based on your profession in the consumer financial services world. The three of you spent a lot of time talking about your job. If he assumed too much, that was an error on his part. What was not an error on his part was that he clearly stated to you that the term of your lease was four years and you made no effort to again question that in light of the supposed 2 to 2 ½ year time table. If someone buys a house and only pays 15 years on a 30 year mortgage, do the other 15 year just vanish? Can one of your customers walk away from such a situation with no liability? You clearly understood you were entering into a four year commitment.
Even if we were to assume everything took place as you would like to characterize it and that we had made a mistake, there would be no obligation on our part to do anything until November 2015 to April 2016. So all this dialogue seems a little premature. We would hope you would be very happy with your decisions in this transaction and want to keep your Kia for longer than you originally estimated.
While we certainly try to follow all contractualy identified avenues whenever necessary, we are still in the customer satisfaction business.
If you'd like to give me a call, I would be more than happy to make some time to discuss this with you face to face.
Thank you
-----Original Message-----From: [redacted]To: [redacted]Cc: [redacted]Sent: Thu, Dec 4, 2014 10:49 amSubject: Deal #[redacted] [redacted]
I spoke with you both a month or 2 ago in regards to the lease deal I did last November through Dennis Kia. [redacted] was the [redacted] who had told us up and down, we could get out of our lease any time and pay the $400 early termination fee. I did receive the video, and appreciate you sending it to me via mail.
We reviewed the tape, as well as others and [redacted] is clearly in the understanding we are ONLY keeping the vehicle maybe 2-2.5 years at most, and he states that timeframe a minimum of 3-5 times during the conversation. He also tells us multiple times we can pay the $400 early termination fee (which he points to on the front of the contract to show me), a fee for an extra mileage which we wouldn’t have, and any damages. He even says ‘that’s it’ at the end of it, never once mentioning we would have to pay the rest of the lease off or anything of that nature. My wife and I only got this vehicle under that condition, and would have chosen to NOT lease the vehicle has we known this was not true. Now we are locked in a 4 year lease which we never wanted, I put $2,000 down on the vehicle, and what we had been told multiple times on tape is not true.
My wife and I would like to be able to return the vehicle in the next few months with the $400 early termination fee that was originally offered to us. We would obviously pay for any extras, but the mileage is low, the car is in perfect shape and we got the warranty as well. I am in the banking industry, and if I did falsely tell my client something like this, my District Manager would fix it and it makes it hard because [redacted] is no longer an employee of Dennis Kia.
Please get back to me at your earliest convenience, as we would like to get what we were originally offered. Thanks for your help in this matter!
I had our Controller reach out again to Mr. [redacted] with our insurance company. Ms. [redacted] has been calling him directly and he told her to proceed she needs to submit a claim to her insurance company who would then subrogate the claim to our insurance company. Ms. [redacted] has been asking our representative to open a claim on our behalf because she doesn’t want to go through her insurance company.Our feeling is that this matter needs to be dealt with through our insurance companies for a resolution. Please inform Ms. [redacted] there is no need to contact Mr. [redacted] regarding this matter, her insurance company needs to be the one contacting [redacted] Insurance Company.Thank you,Trisha N[redacted]Assistant Office ManagerDennis Automotive
I reviewed the response made by the business in reference to complaint ID [redacted], and find the resolution is satisfactory to me.
Regards,
[redacted]
THEY NEED TO FILE A CLAIM for my property damages WITH THEIR INSURANCE --[redacted] INSURANCE. [redacted], the insurance agent Dennis Hyundai told Revdex.com I needed to contact called me yesterday and said he would love to help me but there is nothing he can do at this time. Dennis Automotive has not and refuses to take responsibility for their actions and file a property damage claim for the damages to my vehicle that happened at their business. But their PR person keeps telling the Revdex.com and their insurance agent at [redacted] Insurance they will get back with them. Please close my complaint with the Revdex.com. I am going to explore other options.
Our Collision Center Manager, Todd B[redacted], has contacted Mr. [redacted] concerning this issue. The customer is bringing his vehicle in on Monday January 2, 2017 to be corrected and will be provided a rental vehicle. I apologize for the delay in the customer being contacted to resolve this...
issue and can assure Mr. [redacted] that his vehicle will be completed to his satisfaction.Thank you,Trisha K. N[redacted]Assistant Controller
In light of the false information provided by Dennis Hyundai concerning my bank loan and interest rate and the fact that the owner manual of the vehicle states that the timing belt/water pump must be replaced before 60,000 miles, but never was before sold, I believe the offer of a few free oil changes is a grossly insufficient resolution to this issue.
James [redacted]
Ms. [redacted]'s vehicle was towed from Nelson's Body Shop location to our service department for repairs. We do not believe or have any evidence that the damage to Ms. [redacted]'s vehicle happened on our property. Ms. [redacted] may have her insurance company contact our insurance company (Ally...
Insurance) to handle this matter.
Thank you,
Trisha N[redacted]
Customer Relations Manager
All of [redacted] concerns were addressed and resolved to the customer's satisfaction.Thank you,Trisha N[redacted]
Attached
is a copy of the repair order history for
Mr[redacted] Brown. The first
page is the estimate signed by the customer showing the charges for each
diagnostic charge. There was a $diag charge for the complaint that
the vehicle was hard to start after filling up with gas, a $diag charge
for the A/C not working, and a $charge for the transmission concern
Also
attached is the recommended services to fix the issues as well as the
inspection and alignment performed at no cost to the customer. MrBrown
declined all repairs and paid for the diagnostic fees that he had agreed
to. Thank you,[redacted]Customer Relations Manager