East Hartford Kia

Dear [redacted]:
 
Thank you for the opportunity to make our business better and to improve our customer satisfaction.  On Tuesday September 30, 2014 we received your letter about the dissatisfaction of one of our customers.  My only regret was that [redacted] did not bring this issue to my attention first.  As a new business we pride ourselves on our customer satisfaction and I would have certainly taken care of this matter right away.  But either way I’m glad it is now taken care of.  On Tuesday September 30, 2014 I contacted [redacted] and arranged to pick her vehicle up at her work leaving her with a free loaner while we took a look at her car.  Wednesday October 1, 2014 we diagnosed her vehicle to have another bad sensor.  As noted back on July 02, 2014 her vehicle had aftermarket chrome valve caps that with time had corroded and stuck themselves to the valve stem making it virtually impossible to remove the caps without damaging the stem and sensor.  Our service adviser at the time did not inform [redacted] of this issue, so when her tire pressure light came back on I do understand her frustration.  To fix this issue our technicians recommended the removal and replacement of the remaining three sensors and valve stems with factory OEM parts along with factory plastic valve stem caps.  We performed this service free of charge.  Our technician then drove the car to make sure the light did not come back on.  After the service we washed and vacuumed her vehicle and delivered it back to her work.  [redacted] was very happy with the service she received and let us know that we had earned her business again in the future.
 
Thank you again for the opportunity to for us to learn and become a better business.  Our goal is 100% satisfaction for our customers every time.  Without them we wouldn’t be here.
 
Jay Wanat
General Manager
KIA of East Hartford
860-291-7000

Complaint Information:

...


In September of 2014 we recieved notice of [redacted] complaint due to her having recieved a level of customer service that was less than acceptable. In reviewing the complaint it came to our attention that the experience [redacted] was referring to was not with [redacted] but with East Hartford Kia. The dealership had been purchased by East Hartford Kia prior to the incident. We have contacted [redacted] and asked her if there was anything we could do to help by contacting the new ownership and she replied she would never go back there again, so it wouldn’t matter. We would like to clarify that this complaint was never against [redacted] and that the experience the customer was referring to took place at East Hartford Kia.

This is a reply to Mr. [redacted] complaint submitted on 7/20/2015    ID# [redacted].   Mr. [redacted] brought his vehicle in for repair of a faulty door latch.  The door would not open from the inside of the vehicle or the outside do to a fault in the locking...

mechanism.  Our technicians had to gain access to the latch through the inside of the vehicle by removing the door panel and all of its window parts and locks.  Mr. [redacted] was made aware that the part needed to fix his vehicle was not in stock and would have to be overnighted.  With it being a Saturday and national KIA parts service closed on weekends, we wouldn’t receive his part until Tuesday morning with the rest of our Saturday and Monday overnight orders.  We then offered to have Mr. [redacted] drive one of our service loaner vehicles so as to not inconvenience him any further, but he let our service writer know that his driver’s license was not valid.  He was then made aware that the inside of his door was apart as to gain access to the problem latch, and that the window regulator had to be removed.  In order for him to drive the vehicle until Tuesday, we would have to tape the window up.  This is a common practice and is done so by looping the tape around the door pane so it holds the window up on both sides.  Mr. [redacted] was ok with waiting while we made his vehicle drivable for the next two days while he waited for his parts. Unfortunately our Tech was removing greased up window regulator parts through the other side of the vehicle which forced him to crawl through the vehicle every time he needed a tool or had to take a part in or out.  It’s not an excuse but the probability of grease spots on the seats were certainly much higher than normal circumstances.  Since Mr. [redacted] was waiting for his vehicle and since the fix was not complete, his car was not brought into our detail department where every service vehicle is given a complimentary wash and vacuuming of the interior.  I’m sure our detail department would have caught the grease spots if given the opportunity. Mr. [redacted] was then given back his vehicle after making a new appointment.  He quickly returned back into the service department to let the writer know of the grease spots on the rear seat.  The writer apologized and tried to assure Mr. [redacted] that the grease would come out.  He was told that our detail department would clean it on Tuesday.  Mr. [redacted] then left the store and called me to let me know of his experience in my service department.  Mr. [redacted] was obviously upset and began his conversation with me by telling me that I had to replace his seats, and repaint his car because I wasn’t going to get the stains out or remove the glue residue that would be left behind from the tape.  I told Mr. [redacted] that I wouldn’t be buying him new seats nor would I be painting his car before I was at least given the chance to clean his vehicle.  It was agreed that I would clean the seats myself and I assured him that he would be very happy and satisfied with the results. Tuesday came and as promised his part was installed and I cleaned his seats using a shampoo and grease extractor machine.  This returned the seats to a ‘Like New’ condition.  I then waxed and buffed the door and window trim that the tape was adhered too.  This completely removed all residue and brought the door back to a mirror shine.  I brought the vehicle out to Mr. [redacted] and handed him the keys.  I then asked him to please inspect my work and if there was any signs of defect to please let me know.  Mr. [redacted] could not find any issues with the seat or door and apologized for his outrage and distrust in us fixing his vehicle properly.  He said his seats were now ‘like new’ and he left our store happy and satisfied. A few days later I received this complaint.  Confused I called Mr. [redacted] to check on his seats.  He told me they were perfect and his was very satisfied, but while he was waiting for his car his wife wrote an e-mail to the Revdex.com without his knowledge.  He apologized for the confusion and told me he would write the Revdex.com to inform them that it was written in error.  As for some strange policy reason the Revdex.com would not remove the post even after Mr. [redacted] request.  The customer is very satisfied with his fix and considers this matter resolved.  All our customers are important and we try to make every one of them completely satisfied every time.  As always if there is any complaint or concern with any service at our store, I am always available to speak with.  Given the opportunity I promise we will not disappoint.  If you have-not already please give us a try.  Your satisfaction is our number one concern.   Thank you [redacted] General Manager Kia of [redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
HOPEFULLY THIS LETTER GETS TO THE RIGHT DEPT THAT HANDLED MY COMPLAINT. SEPT 30TH KIA OF EAST HARTFORD CONTACTED ME TO RECTIFY THE PROBLEM I COMPLAINED ABOUT AND TODAY OCT 1ST I AM SATISFIED WITH THE SERVICE AND REPAIRS.( I ORIGINALLY MADE THE COMPLAINT AGAINST [redacted] KIA IN EAST HARTFORD. UNBEKNOWNST TO ME THEY HAD SOLD IT TO EAST HARTFORD KIA.I APOLOGIZE FOR THAT. I'VE ALWAYS TRUSTED [redacted] KIA OF EAST HARTFORD.)I JUST WANTED THE Revdex.com KNOW THAT MY CONCERNS HAVE BEEN ADDRESSED AND RESOLVED. THANK YOU JAY AND JOE. SINCERELY [redacted].