Destination Kia

We apologize to Mr [redacted] for the confusion regarding this deal The customer had pre-paid his payments on the lease and unfortunately with the Kia pull ahead program they do not refund payments already made As per the meeting with Mr***, Destination Kia will send Mr [redacted] his two payments totaling $ We will also include a service gift certificate for $ We apologize again for the confusion and any miscommunication We also apologize for the delay in getting back to him - Mr [redacted] was out for a number of weeks for personal reasons after the meeting with Mr [redacted]

[redacted] ,This is an issue that is not covered under suzukis warranty.We sent pictures and appealed to MrBob M***, suzuki regional parts and service manager on customers behalf His, and therefore Suzukis position, is that it is not a warranty concern, it is environmental fall out that has been left on the paint with infrequent washes causing the rust spots.Furthermore it is not rusting from the inside out but from the outside inAnd therefore would not be coveredMetal particles in the road salt stick to the paint and that is what is rustingCustomer has to keep car clean in the winter to prevent that.We can do nothing further for the customer at this point.ThanksJamesSent from my iPhone

Confirmed that the Stpackage that [redacted] purchased was registered and active in her name with the [redacted] company Provided [redacted] with contact information to make a claim for the fabric cleaning that she needs Offered [redacted] a complimentary vehicle detail for her completely understandable frustration over our lack of execution in providing her with the phone number for [redacted] claims Apologize for her inconvenience

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 Regards, [redacted] I don't know who wrote this response, but it is filled with inaccuracy's and down right lies If you review the attached voicemail I was offered the opportunity to pick up my vehicle at my convenience, which was exercised When I picked up my LATE MODEL KIA which had only 23,miles on it and still under the manufactures warranty there was no profanity used on my part during the initial contact Destination Kia's employee Rick D [redacted] was the aggressor and confronted me confrontational and at that time yes I became confrontational myself I expect people of this establishment to carry themselves this way and cover for each other, Lets check the video cameras for the real truth Threats were made by the staff to hold the car thru the weekend and when Albany Police were mentioned and the threat of a law suit, the employee went and got my keys and paper work It is very nice for this company to offer to fix or reimburse me for the repair of a car under warranty but they know the car was turned in to there location as a lease turn in on 04/01/ This company is so bad I had to get Kia Motor Finance to talk to the Lease turn in employee Will to get him to understand his job (SCRA)

Would like to offer our response to the complaint from [redacted] .First and foremost, we place a priority on customer satisfactionWe understand that communication is a big key to satisfaction, and it is our continuing goal to improve the communications skills of our employeesBut we find it equally important to encourage our customers to be able to interact with us---and receive answersIt is also our goal to create a culture where that dialog is professional, civil and respectful--even when the parties disagree On the night in question, Mr [redacted] arrived on 3/16/to pick up his Kia which was in for some service work earlier that dayHe arrived after the close of our service hours and after our showroom hostess had left for the eveningA salesperson and one of our lot people were approached by Mr [redacted] about assistance with an after hours piof his late model KIAThey summoned Mr Rick D [redacted] , one of the sales managers on duty for assistanceHis questions were simple,"what is the name and do you have a balance?" ...The question was only asked as a formality since our cashier was gone for the day and MrD [redacted] would not only be responsible for assisting Mr [redacted] with the pick up but also for cashing him outMr [redacted] responded angrily and with profanity saying that he does not pay for warranty work When MrD [redacted] explained that he had to ask that question in order to move forward with the process, Mr [redacted] approached him aggressively and confrontationallyThat action was witnessed by three employees and customer--all of whom were interviewed separately MrD [redacted] , quite frustrated, did walk away from the transaction at that point and did leave the customer unattended--for a brief moment or twoWe apologize for that We do, however, state with certainty that MrD [redacted] made no verbal threats, no physical threats and certainly did not "assault" Mr [redacted] or anyone in his party [redacted] C [redacted] , the other manager on duty, tried to intervene at this point and give Mr [redacted] his keysWhen [redacted] reviewed the papers, there was no money due from Mr [redacted] In fact, when Mr [redacted] , apparently agitated and perhaps distracted, struggled to properly get his car started, [redacted] went out and started Mr [redacted] 's car effortlessly and immediatelyI also understand from 3/to today, there has been no subsequent report of any mechanical issue--here or elsewhere--with the [redacted] vehicle We certainly apologize if the impromptu nature of our "after hours" piprocess in service created some frustration for Mr [redacted] As far as any misdiagnosis, we would be happy to look at this problem again at no charge (his last repair was also "no charge") In the event that Mr [redacted] had to ( or chose to ) go to an independent repair facility to correct his mechanical concern, we would be happy to offer a reimbursementHe would simply have to provide a copy of his paid repair order to our dealership and we would be happy to process his reimbursement expeditiouslyWe also agree to re-train our evening staff on the most customer friendly pick up procedures for our many "after-hours" service customers

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, [redacted] ***

We were in contact with *** We sent the check to Kia Motors Finance that we had agreed to The bill from Kia Motors Finance was very unclear It was in the excess wear and tear item Dillon, the salesperson obtained an itemization of the bill for *** It was primarily for a key which he hadn't returned with the lease On the lease turn in form [redacted] had acknowledged that he was only returning one key At that point, [redacted] remember only turning in the one key Dillon is still in contact with [redacted] but we believe the situation is resolved on our end now that [redacted] understands what the bill was for

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, [redacted]

My complaint is that I went to the dealer with a rust issueThe service manager took pictures and said he would send them to Suzuki to see if they would pay for repairs I went back a week later and he said he was waiting for a response I called Suzuki a couple weeks later and found out that he never contacted them I am trying to sell the car and no one wants it because of the rustI have been very agitated with all of this and I have health problems that make all this stress a real issueNot doing what he said he did is a breach of contract He was obligated to forward my complaint to SuzukiI feel that they should pay for the repairs because they should have done what they said in the first place If they don't want to pay, they can buy the car and sell it to someone else

We are disappointed at the level of dissatisfaction that our client has expressed regarding their experience at DESTINATION KIAThere are some details that I would like to share to add relevance to the case.#1- We began a correspondence with the [redacted] that dates back to May=the correspondence clearly supports the fact that the [redacted] themselves performed much of the due diligence as to the attributes, characteristics and limitations of the Electric Vehicle #2--There were also multiple visits prior to the eventual purchaseWe are of the belief that not only was the customer well informed prior to their purchase but that they were not misinformed by our staff or managementThere is a correspondence from Matt G [redacted] and I quote " I KNOW THE MILES ON THE HIGHWAY WILL NOT GET YOU THE MAXIMUM BECAUSE THE BATTERY IS CHARGED BY THE BRAKING SYSTEM, I KNOW THAT YOU KNOW THAT ALREADY ...SO IT IS WEIRD TO ME"#3--As far as the eventual decision to attempt a trade in with us, the trade in discussion of the Soul EV being traded towards the Pre Owned Toyota took place on August 18thWe attempted to point out that as a component of the first transaction, the customer received a trade in allowance for a different KIA Soul that she traded in (A gas engine ) The Trade Allowance was for $The real value of the Older Soul was more like $5000, a fact which was pointed out to Ms [redacted] on 8/So she in effect received a price reduction on the newer Soul EV of $So in actuality the real price paid for the Soul EV was $minus $for a net price of $(That was actually less than the $12,she received as an eventual trade allowance from the next dealer) # 4---The illustration in #that discusses Real Value/ Actual Cash Value/ Real Price Paid is not a new concept nor is it Auto Industry insider languageIn fact, the SPECIAL NOTICE TO CONSUMER section references that very concept and has done so for over yearsThat section, the language used therein and the document itself (New York State Retail Automobile Purchase Agreement) all have NYS DMV and Attorney General approvalLemon Law cases in New York State have always used that formula--and the precedent that has stood for decades --the amount of the "loss " that the [redacted] claim is overstated in our professional opinion#5--Our attempts to offer Ms [redacted] the newer Hybrid vehicles she references in the complaint were not because we "had anyone in a corner'They were offered, in fact, because of the many advantages that the new Hybrids have to offer -( technologically as well as financially when you consider the sizable rebates and incentives)For example, the new Optima Plug In Hybrid offers comparable fuel economy as the fully electric vehicles but several hundred mile range (as well as Tax credits of over $6000) #6--That said, we would welcome an opportunity to make the peavce, put the disappointing experience behind us and move forward in the spirit of goodwill If Ms [redacted] calls us directly, we will consider a reasonable settlement She can contact David R [redacted] at any of the following

We apologize for any confusion that we may have caused you We are a full transparency dealership and always either show or offer to show the issues that customers have with their car so they aren't just listening to "words" We find that most customers appreciate actually seeing what is going on with their carsThe filters that you are referring to are normally the air filter and cabin filter If the filters get clogged we do take them out and show them to the customer It is the customer's decision whether to replace them or not In the case of the air filter, a clogged filter can reduce the fuel economy and performance of the vehicle In the case of the cabin filter, a clogged filter can affect the air pollutants that get in the cabin for the customer to breathe Some customers choose to continue to drive with clogged filters, however, it is our duty as a dealership to give customers the information that they need to make their own decisions When we have over a hundred cars coming through our service drive in the morning, a few people having either an air or cabin filter that may be recommended to be replaced is just a function of the total number of customersYou came in with a brake concern - a slight pulsation In your case, there was corrosion and pitting on the brakes themselves This doesn't mean the brakes won't stop the car It just means they won't stop the car absolutely smoothly This is because of the two surfaces coming together (the brake pads and rotors) aren't perfectly smooth It's inevitable that this occurs with brakes because of environmental factors These include standing water, road salt, sand, acidic rain and other environmental factors You had three options Continue to drive with the pulsating brakes Or the two options we presented you 1) a brake service - which smoothed the rotor surface to eliminate the natural aberrations that the environment causes to the rotor surface or 2) replacement of rotors and pads The second is considerably more expensive and wasn't necessary in your case because you still had life left in your brakes We did take you back to the shop and show you how the brake mechanism worked and what was causing the issue We can assure you that the vast majority of our customers are women We have many female employees including service writers That we have been in the auto business for our years We are in it for the long term and would never jeopardize our integrity or customer confidence by recommending something that wouldn't fix the problem presented In fact, we constantly monitor all our prices to be consistent with the aftermarket service providers and our labor rate is lower than other automotive dealerships and competitive with companies that don't have Kia certified technicians like Firestone etc I, myself, as an owner of the dealership, and my wife, don't understand much about cars or how they work They've gotten considerably more complicated and sensitive as the years have gone by But my wife and I always encourage our service writers and technicians to take the time to explain everything to customers Including those customers, like myself, that don't know much about cars We always tell them to treat and repair a car like it is your own mother's car And that's the way that we conduct our business Feel free to contact me with any other concernsThank youJames James M [redacted] Owner

Upon receipt of the original complaint from your office we immediately reached out to Ms *** and invited her inWe advised her that if she brought us the mileage and signed a couple of forms we could arrange the warranty cancellation immediatelyShe came to see us, as scheduled, on Saturday
March where we did as we agreedWhile she was here we addressed her concerns about the lack of power with the cylinder vs the cylinderWhile she was here we showed her several options including a Certified PreOwned *** which had the cylinder engine she preferred. We applied her cancellation refund to lower her payment on her Certified Pre Owned *** with the desired engine and arranged for satisfactory mutually agreeable finance termsShe returned on Monday March 5th to accept delivery of the new vehicleAnd she returned a few days after that where we installed a factory trailer hitch for her as part of the dealAs of my last correspondence with her salesperson she was extremely happy, both with the vehicle and with the manner in which it was handled by our sales team David R*** General Sales ManagerDESTINATION KIA

I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
Regards, *** ***

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. 
Regards,[redacted]  I don't know who wrote this response, but it is filled with inaccuracy's and down right lies.   If you review the attached voicemail I was offered the opportunity to pick up my vehicle at my convenience, which was exercised.  When I picked up my 2015 LATE MODEL KIA which had only 23,000 miles on it and still under the manufactures warranty there was no profanity used on my part during the initial contact.  Destination Kia's employee Rick D[redacted] was the aggressor and confronted me confrontational and at that time yes I became confrontational myself.  I expect people of this establishment to carry themselves this way and cover for each other, Lets check the video cameras for the real truth.  Threats were made by the staff to hold the car thru the weekend and when Albany Police were mentioned and the threat of a law suit, the employee went and got my keys and paper work.  It is very nice for this company to offer to fix or reimburse me for the repair of a car under warranty but they know the car was turned in to there location as a lease turn in on 04/01/2017.  This company is so bad I had to get Kia Motor Finance to talk to the Lease turn in employee Will to get him to understand his job.  (SCRA)

Would like to offer our response to the complaint from [redacted].First and foremost, we place a priority on customer satisfaction. We understand that communication is a big key to satisfaction, and it is our continuing goal to improve the communications skills of our employees. But...

we find it equally important to encourage our customers to be able to interact with us---and receive answers. It is also our goal to create a culture where that dialog is professional, civil and respectful--even when the parties disagree.      On the night in question, Mr [redacted] arrived on 3/16/17 to pick up his Kia which was in for some service work earlier that day. He arrived after the close of our normal service hours and after our showroom hostess had left for the evening. A salesperson and one of our lot people were approached by Mr. [redacted] about assistance with an after hours pick-up of his late model KIA. They summoned Mr Rick D[redacted], one of the sales managers on duty for assistance. His questions were simple,. "what is the name and do you have a balance?" ...The question was only asked as a formality since our cashier was gone for the day and Mr. D[redacted] would not only be responsible for assisting Mr. [redacted] with the pick up but also for cashing him out. Mr. [redacted] responded angrily and with profanity saying that he does not pay for warranty work.  When Mr. D[redacted] explained that he had to ask that question in order to move forward with the process, Mr. [redacted] approached him aggressively and confrontationally. That action was witnessed by three employees and 1 customer--all of whom were interviewed separately.  Mr. D[redacted], quite frustrated, did walk away from the transaction at that point and did leave the customer unattended--for a brief moment or two. We apologize for that.  We do, however, state with certainty that Mr. D[redacted] made no verbal threats, no physical threats and certainly did not "assault" Mr. [redacted] or anyone in his party.      [redacted] C[redacted], the other manager on duty, tried to intervene at this point and give Mr. [redacted] his keys. When [redacted] reviewed the papers, there was no money due from Mr. [redacted]. In fact, when Mr. [redacted], apparently agitated and perhaps distracted, struggled to properly get his car started, [redacted] went out and started Mr. [redacted]'s car effortlessly and immediately. I also understand from 3/16 to today, there has been no subsequent report of any mechanical issue--here or elsewhere--with the [redacted] vehicle.        We certainly apologize if the impromptu nature of our "after hours" pick-up process in service created some frustration for Mr. [redacted]. As far as any misdiagnosis, we would be happy to look at this problem again at no charge (his last repair was also "no charge") . In the event that Mr. [redacted] had to ( or chose to ) go to an independent repair facility to correct his mechanical concern, we would be happy to offer a reimbursement. He would simply have to provide a copy of his paid repair order to our dealership and we would be happy to process his reimbursement expeditiously. We also agree to re-train our evening staff on the most customer friendly pick up procedures for our many "after-hours" service customers.

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,   [redacted]

Business is fixing the vehicle and it should be ready today.

Confirmed that the Stay-Nu package that [redacted] purchased was registered and active in her name with the [redacted] company.  Provided [redacted] with contact information to make a claim for the fabric cleaning that she needs.  Offered [redacted] a complimentary vehicle detail for her...

completely understandable frustration over our lack of execution in providing her with the phone number for [redacted] claims.  Apologize for her inconvenience.

We were in contact with [redacted].  We sent the check to Kia Motors Finance that we had agreed to.  The bill from Kia Motors Finance was very unclear.  It was in the excess wear and tear item.  Dillon, the salesperson obtained an itemization of the bill for [redacted].  It...

was primarily for a key which he hadn't returned with the lease.  On the lease turn in form [redacted] had acknowledged that he was only returning one key.  At that point, [redacted] remember only turning in the one key.  Dillon is still in contact with [redacted] but we believe the situation is resolved on our end now that [redacted] understands what the bill was for.

Ms. [redacted] had signed a lease end responsibility statement acknowledging that she was responsible for disposition fee and excess wear and tear charges.  The dealership was responsible for remaining payments. We apologize for the confusion.  We met with Mr. James [redacted], who is the...

responsible party for the lease that was turned in.   We agreed to split the bill with him because of the confusion and because the [redacted]s have been good customers of ours for years.  He accepted and we cut him the check 10 days ago.