Ennio's Pasta House

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

[Your Answer Here]Kia Eagle was referred to me through Costco.  Costco did not have 2017 pricing for the vehicle that was leased per the Costco resolution center.  NO Costco pricing was available for this vehicle at the time of lease.  I was at Eagle Kia with the advertisements for the purpose of negotiating with Eagle Kia.  Vahoo the salesman that I personally dealt with was aware of the advertisements offering early turn in of the Kia 2014 Sorento.  I was offered the same deal at Kia Eagle to be competitive with the other dealerships.  That is called negotiating.  I negotiated the deal with Vahoo and we agreed to the early return of my 2014 Kia Sorento and to lease a 2017 Kia Sorento.  I was offered early turn in at least 2 other dealerships and only leased through Kia Eagle because Vahoo stated they would match /include the 2 payments. I only agreed to Eagle Kia based on the negotiation with Vahoo.  My Kia Sorento had 10,000 miles under the lease agreement and I had no reason to turn in vehicle early. Kia Eagle is not a trustworthy dealership.  Unfortunately, they don't know how to treat a 3 x Kia buyer/lease customer.   Kia Eagle just wants to ignore the issue and hope I go away. Please do not let them do this to me.  Thank you for all your help in this matter.   
 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

Customer wanted us to find a rate to match his bank at 1.7% . Eagle followed strict guidelines to try to get the customer what they asked for. This rate isn't available to the dealer on car that age. We do not use tactics this customer is accusing of and three credit bureaus wouldn't drive an interest rate up 4 points so customer is misinformed. I suggested he use his own bank since they offer this low rate, even if he buys elsewhere. I have no other suggestions to satisfy customer.

I have looked over the solicitations sent in by the consumer but these ads are for other dealerships. Eagle did not solicit this customer and if there was any negotiations made with regards to the vehicle being turned in, they would have been included, in writing as is our policy. This consumer came into Eagle as a Costco referral and was given Costco pricing. Any remaining lease payments were not a part of the Costco pricing and would have had to be negotiated into the deal at the time of sale. There is nothing further, unless consumer can provide in writing that this was promised.

This refund request was handed in to the accounting office on 6/**. We normally do refunds on Wednesdays but since customer says they have been waiting it will be issued thru the credit card machine today. All refunds normally as processed by the credit card banks with 48-72 hours, depending on the...

bank.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because: 
 We did not want them to match our rate, what we were told was that in order to purchase the car for the agreed price we would have to finance through them. So we asked if we financed through them what the rate would be, they would not discuss it until we met with Jose. They called us the next day to tell us that we were approved for a really good rate but would not discuss it over the phone. When we asked if they could tell us the rate we were told they could match the rate that the bank gave us or at the very least come very close to matching it. Before we were able to go there and before we agreed on financing they were insisting on aquiring our insurance information to register the vehicle to us, we told them that since we did not get information about the interest rate for financing we did not agree to the terms and would not give them our insurance information. I found this to be bizarre since we did not purchase the vehicle yet.When we went in to meet with them we were unhappy to hear that the rate they came up with was 4.9%. Jose then told us that if we did not accept that rate through them and we used our own bank we would have to pay $6,000 more for the vehicle. We tried to speak to him and work something out but he was insistant on us financing through them, and told us that if we were unhappy with the rate then we could just refinance with our bank a few months later and that if we didn't finance through them that he would not sell us the car at the agreed price and there was nothing further for him to discuss with us. Since we could not come to an agreement, based on their inability to compromise and allow us to finance the agreed price of 30,500 through our own bank, Jose and Amanda both told us that we would be getting our $500 deposit back on Wednesday February [redacted] because they only do refunds on Wednesday's. We waited until Friday to call about the deposit since it still was not refunded and Amanda told us that they sent us a check in the mail and we should have it that day or Saturday. The check never came, so I went to the dealer to ask about my deposit, the manager Joe became very unprofessional and combative raising his voice at me and telling me he was "[redacted] [redacted] [redacted]". We still have not been refunded our deposit. They told us it would be refunded directly to our account and that it takes a few days. I do not understand why we got such a run around about this and why the refund was so delayed.I am extremely dissatisfied with the way that this dealer operates. They are very unprofessional and play a lot of games. My only intention here is to make the Revdex.com aware of this, I do not feel that the issue here can come to a resolution for me at this point in time, I would like my deposit back as soon as possible and for future customers to not have to deal with these tactics.
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

Without even getting into he said or she said, this type of agreement is made quite often, but in our stores this is always written onto the original purchase of the vehicle by way of the buyers order. If the customer has this agreement which the office may have overlooked, I am happy to take...

care of it. Please forward the written agreement to me and I'd be more then happy to take care of it. This type of agreement is never made verbally to protect both the customer and the dealership.

Tell us why here... Vehicle was dropped off with complaint of suspension light going on and off on 8/**/15 8:42amat 3:16pm [redacted] was called and told that the compressor was not running and the fuse was blown.  When the tech replaced the fuse it blew immediately.  [redacted] was told that...

we needed more time to diagnose the problem. He authorized three hours of labor time.  Further diagnosis found that the shocks and lines are leaking and would have to be replaced.  After that the compressor would need to be charged, where it can be determined whether the compressor is still good or would also have to be replaced.  He was given the estimate to repair the car and declined at that time of $1550 + tax.  He was charged 2.5 hours for labor + tax.

Initial Business Response /* (1000, 5, 2016/01/07) */
[redacted]
The ad in question has been removed. As previously explained to the client, the error was the result of a soft wear issue and incorrect manual input. The client's original...

Salesperson requested of his manager that he respond to the client due to their positive long term relationship. It then became evident the client wanted to talk to the sales manager and the manager in fact did have numerous email correspondence regarding this matter and finally attempted to contact the client by phone to no avail.
As to the client's service issue. He authorized only warranty repair on a transmission issue his vehicle was experiencing. A diagnostic inspection is required to 1st determine the problem and then to determine if the issue is warranty or simply a regular maintenance issue. Warranty issue would result in no cost to the client, maintenance issue would result in a cost to the client. During this inspection it was found the fluid level was below normal. In order to proceed with the inspection it required topping up of the fluid level followed by a road test to determine if this was indeed the only issue or if there was another fault with the system. In total there was 1.5 hours diagnostic time and various fluid top ups. It was determined there was no warranty issue and it was indeed simply a maintenance issue.
As the requirement for diagnostic repairs and associated costs if there was no warranty issue was not made clear to the client it was determined to give the client a service credit for the bill in question.
If the client would rather have a refund instead of credit then please advise and arrangements will be made.
Initial Consumer Rebuttal /* (3000, 7, 2016/01/08) */
(The consumer indicated he/she DID NOT accept the response from the business.)
My complaint, filed against Rallye Motors [redacted], has two elements. The first element pertains to one of their advertising techniques and the second pertains to charges I paid, for unwanted service.
The solution offered by Rallye Motors regarding the second element of my complaint is acceptable. I will accept a refund of my money, they have my address. I will also add that if one of the Service Advisors involved in my appointment, would have explained the situation regarding my transmission issue, as [redacted] has in his response, the service portion of this complaint could have been completely avoided.
Regarding the first element of my complaint, I find [redacted]'s response unacceptable, although I accept his indirect admission that the ad that I initially referred to was incorrect and therefore, at least, misleading. The initial ad that I complained about was "removed", but was quickly replaced with another incorrect and misleading ad. [redacted] It leads to customers becoming sold on a particular "used" vehicle, only to be surprised, when closing the deal, with a [redacted]. additional charge for shipping and PDI. These are charges typically included in the purchase price of new vehicles. [redacted].
I did have some e-mail correspondence with "the manager" during which I was told that the one ad that I reacted to was an error and "removed" but it was immediately replaced with another ad using the same technique, as referred to above. I was also offered a Rallye Motors credit which I stated was not satisfactory. I paid cash for my service and a credit only has value if I were to do business with Rallye Motors again.
Finally, if, the manage "attempted" to contact me by phone, he must have had the wrong numbers, because one of my two phones is always monitored, plus both have voice mail service.
Inital Business Response /* (4200, 11, 2016/01/14) */
I have had an enjoyable conversation with the client this afternoon. Some of his comments have some merit and we will endeavor to adjust our training process in order to avoid further communication issues with warranty service requests. We have agreed to send the client a cheque for the specified amount within the next 2 days. On the other issue. Although I respect the clients opinion on the matter we have agreed to disagree on this specific issue.
Final Consumer Response /* (4200, 11, 2016/01/14) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I did have a pleasant conversation with the manager from Rallye Motors and he did seem to agree with my concerns and complaint regarding the Service Department element of my complaint. I do accept their proposed resolution to that part of my complaint.
Regarding the advertising element of my complaint, we did not reach a resolution. We could not agree and I still believe that the technique of advertising new vehicles as "Pre-owned Vehicles" is, as a minimum, misleading [redacted]. The manager explained to me that the business is much more complex now than in the past and sometimes it is difficult to categorize a vehicle.[redacted]
[redacted]
Final Business Response /* (4000, 13, 2016/01/14) */
We appreciate the clients opinion and we will have discussions at a Corporate level regarding his concerns. At this time however our position has not changed from the last response given.

Initial Business Response /* (1000, 8, 2015/04/24) */
CASE ID # [redacted]
The clients visit was on January 9th of this year for a recommended service maintenance #4 which includes a visual inspection of ball joints links, wheel bearings and tire rod ends among other items. Our inspection of these...

items indicated they were within manufacturer specifications and did not require replacement consequently there was no recommendation to the client to replace any of these items. We did perform a quick alignment check in our drive thru which could not be completed properly due the oversized aftermarket tires on the clients vehicle. The tire bead and rim protector prevented an accurate measurement on both the quick alignment machine in the drive thru and the full alignment machine in our service bay. The tires on the truck are a very aggressive tread and will have excessive road noise due the very nature of that type of tire. There was no charge for the alignment tests.
The client indicates a test was done a "couple" of weeks later at a non factory facility and was told of safety issues relating to the same items we inspected prior. As we received a letter dated April 1st I can only assume this took place very near the end of March. I cannot attest to the necessity of the recommended repair at another facility 2 months later but I can assure you if we felt the client needed to make repairs, at their cost, we would certainly have recommended exactly that. It is the very reason for our repair facilities.
Unexpected repairs are a financial burden, unfortunate and a reality with mechanical items. Unneeded repairs is something our Company will not recommend to any client.
Should the client supply documentation from the other repair facility clearly showing instrument measurements of the replaced items I will have our service manager explore further possibilities.
Initial Consumer Rebuttal /* (3000, 10, 2015/04/27) */
(The consumer indicated he/she DID NOT accept the response from the business.)
When I picked up my vehicle, I was told my alignment was perfect and not the source of any issues with the tires. The business' response to this complaint is that they were not able to complete a proper alignment check. Those are two very different things. Further, I found stapled to the back of my receipt from [redacted], dated January 9th, that my front toe was at 39/9 and great big letters: FAILED. My [redacted] was unsafe for the road. What the business is replying is very inconsistent with the documentation I have.
Initial business rebuttal
The reading supplied was unreliable due to the fact the measuring heads did not fit properly on the non factory oem tires the client had on his vehicle. There was no charge to the client for this service as we could not adequately complete the measurement. This information was relayed to the client at the time.
If there was a misunderstanding of this on the clients part then we certainly apologize for not taking adequate time to explain the issue properly.
We stand by our policy and ethics of not making unnecessary and costly repairs to our clients vehicles.
As indicated previously, if the client would supply the documented instrument readings from the facility that completed the repairs I will have our Service manager and Director of Fixed Operations review that documentation.
Final Consumer Response /* (4200, 14, 2015/04/30) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Regarding unreliable reading due to heads not fitting: What actually happened is that I was initially told you couldn't find one that fit in order to perform the alignment. Then, I was called back and told the service manager found one that fit, but that it didn't matter because my alignment was perfect and NOT the cause of the uneven wear - hence no alignment necessary. There was no room for confusion here. [redacted] (I think his name is) was very, very clear on this. I was very specifically told that my vehicle was aligned and safe for the road. [redacted] Otherwise, you should present to me something that indicates I was told you were not able to get a proper reading. This sort of note would always be included right on the first page of the receipt you provide.
You also asked in your last response that I send you the instrument readings from the facility that completed the repairs. I will gladly comply. In the meantime, I can immediately send you YOUR readings from January 9th. [redacted]
[redacted]
Final Business Response /* (4000, 22, 2015/05/29) */
We stand by our initial statement that the vehicle did not need these repairs when the complainant visited us in January. We will assume no responsibility for repairs made several weeks later based upon a third parties verbal recommendation.

Respectfully


[redacted]

Initial Business Response /* (1000, 5, 2017/02/16) */
Contact Name and Title: [redacted]
Contact Phone: [redacted]
Contact Email: [redacted]
Multiple operating functions are operated and controlled by the U-Connect module on this type of vehicle. It is essentially a computer and like...

home computers the system requires updates. These updates are normally performed during the course of regular maintenance visits. This client has not returned for any regular maintenance service thus when a software problem occurs it presents an issue in operation of the vehicle. Many of these issues are intermittent in nature as is the case with this vehicle. There are multiple times when the clients service issue could not be duplicated when the vehicle was brought into service. Regardless, in every instance we performed the recommended Factory service for the complaint and would have continued with this service if not for the nature of the clients actions at the dealership on the last visit.
Contrary to his version of the events his language was loud,abusive, inflammatory and at times vulgar.
The staff and other clientele in the service area did not deserve to experience this conduct thus it was suggested he seek service at another local dealership.
As to escalating a complaint to a higher level of management it is a simple matter of requesting that opportunity with any member of our staff.
The client is welcome to reach out for a respectful conversation with myself about his experience.
Initial Consumer Rebuttal /* (3000, 7, 2017/02/16) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This is where I disagree:
We have never been informed, in writing nor verbally, that there are system updates done at every oil change. The oil changes, we go elsewhere to do, also covered by the warranty. We go to [redacted], and verified that we could do this before hand. We were never advised that there are "updates" every oil change.
My home computer, as you compare it to, doesn't have this many updates. It also, doesn't have bugs every other day. I beg of you to provide me evidence of the contrary.
My last visit, I was already angry that the car would not start, to then find out from the tow company that the battery was virtually dead. No lights were on, nothing was left running. It was shut down, as it is every time.
When I came into the store, the "foul / vulgar / inflammatory" remarks that were made, were to the extent of a clearly spoken "god damn", a silently mouthed "[redacted] car" and inflammatory, I'm assuming you're referring to when I said "we kept coming even if everyone tells us to avoid this brand, how about you own up to the repeat issues."
Your immediate response, after only asking me to "stop swearing" once, was to slide the keys over to me and tell me to leave. I walked out, with my keys, and quite clearly informed you from the door I would be calling Chrysler Corporate, again for this.
The irony in this story, is that when we arrived at [redacted], upon description of the issues, including "sceeching" from the engine, or "squealing", was more than likely rubbing metal or a bearing issue. Funny, how Rallye Chrysler told me "It's normal for any 3.6L engine." I'm quoting your service staff [redacted] on that one, who also tells me they aren't magicians.
The fact the car was in 4 times in January, the problem persisted, and booked a 1st visit in February... maybe the problem isn't entirely with the customer is it?
As I recall, our original purchase at your dealership was a [redacted], same car, different features and color. It went in 5 times in a month due to breaking down in traffic for no reason. Your service techs kept insisting they were fixing the issue "per the codes in the computer", including changing the entire front end computing system.
We found out later from [redacted], the former store manager (was still manager at the time) that it turned out to be a cracked air intake. A physical defect... your computer didn't tell you this. Yet we were being sent home over and over again, constantly relying on shuttles, and having to adjust to that schedule. Car availability wasn't always an option when your brand new car is always in the shop.
I mean add all of it up, combine it with the numerous people who have had issues with Rallye in the past, and I fail to see where this issue falls entirely on myself.
If I would have known that when I purchased this car, I had to commit to a lifetime agreement of maintenance, just in order to keep my computer system (it runs the car you say) up to date, I would have purchased my car elsewhere. This isn't proper at all for a company who prides themselves on superior customer service.
In terms of reaching out, I sent a [redacted] message to your main Rallye Motors page. It was seen, and never replied. The only reply we got was from a sales rep, asking us to revoke our complaint since it affected his reviews on his page.
[redacted]
Final Business Response /* (4000, 9, 2017/02/17) */
As mentioned in the 1st response. The offer of a respectful conversation remains on the table. To date, the client has not attempted to reach out directly to myself.
Final Consumer Response /* (2000, 11, 2017/02/19) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Oh, I was always willing to discuss this. You just never accepted the truth.
The problem with your offer, is you aren't addressing the 18 months of continuous repeat visits without addressing the problem.
[redacted]r has returned our vehicle to us.
It needed a new car battery. They also replaced the remote starter batteries, just in case, as they were able to see it failing to start, but couldn't find the problem specifically. They were, without having to find "diagnostic codes" able to physically verify that our battery was drained almost completely.
That "screeching / squealing" sound we had when starting the car? Turns out they had to order a tightener and they need to replace another part. Yep... that "absolutely normal for a 3.6L engine noise" turns out it's not absolutely normal.
My starter issues? So far were the battery that was dead.
The original car, you guys rebuilt the front end, when it was an air intake that was cracked.
I mean I took it ONE TIME to a different Chrysler dealership, and yet... they found more issues to fix than your store ever did in 18 months.
Let's add on to this. No, you're correct... I've not attempted to reach YOU directly. But I tried to reach out to Rallye Motors, the corporation that owns you, and they didn't even care enough to call me back. I have a [redacted] message saying the Director would call me, he never did.
We're not addressing your location in person, until someone who runs the corporation contacts us. We won't allow this to be swept under a rug, and we won't pretend you didn't tell us to go somewhere else for service, after my frustration of never getting proper service in the first place.
I'm noticing here, you're not addressing the corrections to the statements you first made. You're only addressing that I didn't call you, after presenting facts.
We bought our car from your location, you have all our personal details, and yet you didn't try to reach out to us after the 10 [redacted] posts and messages we left Rallye and a few employees who replied to us.
Again, great customer service. You throw us out of the store, and not a single employee, or company representative, cares to get in touch with the customers, that your website says you thrive to offer the best quality service for.
Again, if you wanted to discuss this in a civil manner and resolve this, you could have reached out yourself after throwing us out of the store because you didn't like me calling the quality of service out.
I stand by my ground, I want the Rallye Motors Director, as I was promised via [redacted], on friday (I have the messages) to contact me. They need to be aware of the abundant "I don't care" attitude their brand represents at this point.
I also want you to explain to me how doing my oil change elsewhere causes my computer system to fail, and why we weren't told we MUST do maintenance at YOUR shop or else our cars computer won't work. Because [redacted] disagreed with that statement. They also fixed our display / bluetooth issues, first try.

Initial Business Response /* (1000, 6, 2014/12/22) */
Contact Name and Title: [redacted] Director of Sal
Contact Email: [redacted]
We believed there was a satisfactory resolution with this individual prior to us receiving any notice of complaint from the Revdex.com. If this is not the case...

then please advise and we will submit a response.