Garvey Volkswagen Hyundai

Dear Revdex.com,On 8/7/Mrs [redacted] brought her Kia Soul with thousand miles on it to our dealership for a leak concern on the passenger side floor area and behind the passenger front seat floor areaThe vehicle is out of Kia’s limited warranty by both time and mileageThe customer was contacted prior to dispatching the vehicle and disclosed a potential for diagnosis charges if the concern was not found to be related to any prior workmanship or defects Repair order number [redacted] was then dispatched for diagnosisWe could visually see the concern and confirmed the vehicle had a leak present on its interiorWe noted the air conditioning was in the on position at the time of vehicle write upWe inspected the passenger side floor area and surrounding areas, peeled back the carpet on the passenger floor about inches back, could tell the water had been pooling for some time (based off the volume still present)We then inspected the air conditioning drain hose, found the hose not fully into position and was potentially blockedWe then blew compressed air through the hose to remove any potential blockage, reattached the hose fully onto the tube as per factory specificationsWe then turned the vehicle on and ran the air conditioningThis confirmed our findings that the AC drain hose was loose or blocked which lead to the water accumulation Normally on most vehicles, this water drains out the bottom through a hose, instead it continued to pool up in the interior of the vehicle on the passenger sideThe service the dealership performed previously on repair order [redacted] on 5/9/(the customer’s last visit to our facility) could not have caused her AC drain hose to loosen or become cloggedWe performed an engine cooling system flush (accessed via component under the hood), as well as a transmission fluid service, drive belt replacement, New York State inspection, oil change, brake fluid bleed out, and installed new shift cables as for customer complaintNone of these services are related to or performed in the same area as an AC drain hoseOur conclusion was that a blockage of the hose (which is a regular concern in our area) caused it to disconnectTypically, these are caused from outside influences such as spider webs, leafs, and other debrisHaving been explained our findings the customer opened a complaint through Kia Consumer AffairsWe have been in contact with our manufacturer’s team approximately three separate times over the course of the past thirty days to review the case notes from the technicianTo the best of our understanding the manufacturer supports the conclusion we reachedWe understand the customer was looking to the OEM to address some of their concerns as they believe this is a workmanship issue not an environmental issue despite our explanationsUnfortunately, we have no control over what sort of redress the Consumer Affairs Team might offerAfter days of having the vehicle on our lot, we contacted the customer and informed them that if a concern could not be reached within the next five business days, than we would need to begin charging them for storage or to place a mechanic’s lien on the vehicleWhile we are sympathetic to the customer’s concern or perhaps confusion, there is no relation between performing a service on the vehicle’s cooling system (which is related to the engine) and the vehicle’s air conditioning system (which is related to temperature control)We had not previously serviced their vehicle in that areaOur offer to the customer is that if they would please kindly pick up their vehicle in the near future and remit to us the balance due for the repair, we will waive our storage fees in order to bring this issue to a conclusion

[redacted] had many emails back and forth with our salesperson, asking us to price match a competitive dealer’s offer which included matching terms, payment and paying payments on her Optima leaseWe matched the deal as we promised and [redacted] left as a happy customerDuring signing [redacted] received a check back for the payments ($960) so she could apply it to her Optima leaseThe check was cashed 1/30/Months later, [redacted] contacted us because she received a bill from Kia for $When we tried to help her and contact Kia for information on her lease, we learned the check we cut her had never been applied to her Kia leaseWe were not aware of [redacted] ’s balance on her lease or the terms of it as she did not lease her Optima from GarveyWe learned through Kia that [redacted] ’s maturity date on her optima is 10/03/ [redacted] clearly had more payments remaining on her lease than payments As a dealer, we are not responsible for [redacted] ’s lease or remaining paymentsThe Sales Manager and I have reached out to her multiple times and left voicemail's to verbal speak about this matter but we have not received a call backCommunication has been through email She needs to take accountability for her lease and the contract she signed when leasingIn no way has Garvey Kia been deceitful or has lied during any of our interactionsWe did exactly what she asked and no mistake was made on our partHowever, [redacted] is a customer of ours and we try to take care of our customers as we do appreciate their businessFor any troubles, we would like to offer her a full detail on the house or a gift card to our service department

Hello again Revdex.com,Thank you for continuing to follow up on this issueIn our previous reply to the customer we indicated that we would be able to assist them canceling their extended warranty if they so desiredThe appropriate procedure for sure a request is to mail a signed odometer statement along with a letter to the dealership indicating their desire to cancel said warrantyWe are also able to facilitate cancelations in person.Regarding the emails sent by our service manager, Larry B***, there was not an explicit offer expressed in hisemails and we believe the customer is misconstruing the meaning of the word "replacement." As always, thank you kindly,- JP

Thank you for your letterWe are happy to have the Revdex.com as one of our valued partners and try to respond to all Revdex.com complaints with the utmost concernDue to the nature of the complaint I've tried to respond in such a way as to protect the customer's privacy while still providing a full
and through accounting. After reviewing the documentation available to us and consulting with both our finance manager, our sales manager, and the sales person involved with the transaction, the overwhelming conclusion is that the transition between co-signer and primary on the loan was well documented to the customer. Although we do understand that delivery can sometimes be a hectic process, in particular when there are time constraints in involved, there were no less than ten documents signed during the transition (in addition to a verbal explanation) that made it very clear who was the co-signer and who was the buyer in the vehicle purchaseThese include but are not limited to:The bank contract which has clearly labeled "buyer" and "co-signer" lines with four signatures required of eachThe "notice to co-signer" form, which is signed exclusively by the co-signer The bank's specialty incentive claim formed, signed and initialed by a clearly labeled "buyer" and "co-buyer"The bank's insurance verification form, signed once by a clearly labeled "buyer" and "co-buyer"The credit application, signed twice each by a clearly labeled "buyer" and "co-buyer"The GAP form, signed once by a clearly labeled "buyer" and "co-buyer"Our purchase agreement, which clearly lists the buyer and co-buyer at the top of the form, and is signed exclusively by the buyerThe dealership vigorously disputes the accusation that any fraud took placeAt the Garvey Automotive Group we pride ourselves on the upfront disclosure of all financing details relating to all transactions that occur within our store, and have numerous policies and procedures in place to ensure full compliance with all state and federal finance regulations. Additionally, the customer is incorrect in their assertion that being the principal on the loan would have any more impact on her Mother's credit than being the co-signerThe loan will appear on both the signer and co-signer's credit report equally and will show the same on each. While we usually look to resolve any Revdex.com complaint to the customer's satisfaction in this case our ability to meet their desired settlement is limitedBefore the customer's Mother was put on as primary, the lending institutions we work with had previously rejected financing the vehicle with the customer as primary and the Mother as the co-signerThey had also rejected financing a pre-owned vehicle with the customer as primary and the Mother as the co-signer as well. What we are able to offer the customer is that they are able to change the mailing address for their contract related documents, or choose to receive them via e-mailThey're also able to setup online billing and automatic payment via the bank's internet portal

Dear Revdex.com,My name is JP Garvey and I'm one of the sales mangers here at Garvey Volkswagen KiaAlthough I wasn't involved in this deal I've done some research to make sure the dealership's position was well informed and that we had stated the facts as they stoodI've attached the documentation which informed our original reply to help refresh the facts and perhaps bring some understanding to why we feel the way we do.Our first recorded contact with the customer was on 1/10/through their husbandOriginally the couple was looking to replace both of their vehicles, but at least on our end, wound up settling on replacing their existing Forte lease with a SorentoWe communicated with the customer through email, phone calls, and in person meeting, so our documentation is spread across several mediums, but the bulk of the discussion occurred over emailDuring the course of the negotiations, before we had sent any proposals or numbers to the customers they either visited or reached out to the dealer that originated the lease to get numbers on the vehicle they had reached out to us to express interest inBecause we were not the dealer that originated the lease we operated on the assumption that both the customer and the dealer that sold them the vehicle would be familiar with the length of the lease in questionAs such, when we matched the deal that our competitor offered, we matched it exactlyThe agreed upon figures were that the customer would receive a check for $at delivery to make four lease paymentsAt no point during the transaction did we check on the customer's remaining lease time, again operating on the assumption that the customer and originating dealer would be familiar with the terms of the lease they had purchased and sold respectivelyI've attached a screenshot showing our payoff system reflecting the lack of a quote pulled on the leased vehicle in question. While we understand the customer's dissatisfaction with the transaction given that if they had more complete information they made their decision withIf they had known the total balance of their remaining payments they may not have chosen to purchase a new vehicle at this time; however, as a dealership we operated on a good faith assumption that they were correct with the information they shared with us - after all they were the lessee of the vehicle, and every monthly statement they received from Kia Motor Finance would show their current balanceFor the dealership as well, we would not have been able to offer them the current payment they're receiving as well had this information been disclosed to us.For this reason, we would like to improve our original offer of a free detail with a complimentary oil change, tire rotation, and state inspection (in addition to the ones already included with their purchase) as a customer service gesture. As always thank you for taking the time to mediate our concern. - JP

Revdex.com:
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 ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
Regards,
*** ***
2/3/17- Kia Motors Finance has it noted that I called to place the $that was given to me at signing for the remaining balance on my Kia OptimaAt this time, I was told to wait until the car was inspected, the end of lease paperwork was finished & I would receive the remaining lease amount by bill in the mailI received that bill & a half months laterThis is when I called Kia Motors Finance again and they told me to hang on to the $until we found out why there was such a drastic differenceKia Motors Finance stated that in fact, Garvey Kia would know of the exact remaining lease amount when they pulled my credit report & when they looked through their system at Garvey KiaAs a stated previously, I thought my lease agreement with my Kia Optima was months when it was actually So that is me being "accountable"Lee G*** & Eric S*** should also hold themselves accountable with their customersWhen they tell someone they are going to check to make sure the remaining payments are what they customer believes, they should do soInstead of just worrying about the deal going through & money in their pocketKnowing full well that the remaining balance, after the check for $given at signing, would be $is deceitful & shadyAlso, Lee G*** never called meNot onceShannon Garvey called me once this Wednesday & left a voicemail while I was at work.(7/19/2017) This was after I emailed Lee G*** again for the 4th time without a responseIn the email I stated I would be going to the Revdex.comThis was the first & only time I had heard from ShannonFrom now on, I will only be using emailingThis way there is proof of our conversation or lack there of. I should've listened to everyone that told me to not do business with Garvey Kia when I was contemplating it & no one is shocked by this whole ordeal when I am discussing it nowThe reviews online are tellingI should have checked that before going to Garvey Kia as wellThis is me holding myself accountable. Regards,*** ***

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.
Regards,
*** ***
To the Revdex.com: Because of my mother's illness and the lack of time on my part to fight this in Court, my mother and I have decided we will not fight this matter any longer and although we know the truth of the actual sale of this Rio and know that there is nothing else we can do in this matterBut you can pass this message along to Garvey Kia, I will only do business with them as needed to keep this car's warranty intact, however I will never go to Garvey Dealership to buy a vehicleThey have lost my mother's and mine ability to trust them as salesmen any longerI will follow the warranty paperwork

[redacted] had many emails back and forth with our salesperson, asking us to price match a competitive dealer’s offer which included matching terms, payment and paying 4 payments on her Optima lease. We matched the deal as we promised and [redacted] left as a happy customer. During signing [redacted]...

received a check back for the 4 payments ($960) so she could apply it to her Optima lease. The check was cashed 1/30/17. Months later, [redacted] contacted us because she received a bill from Kia for $2160.49. When we tried to help her and contact Kia for information on her lease, we learned the check we cut her had never been applied to her Kia lease. We were not aware of [redacted]’s balance on her lease or the terms of it as she did not lease her Optima from Garvey. We learned through Kia that [redacted]’s maturity date on her optima is 10/03/17. [redacted] clearly had more payments remaining on her lease than 4 payments.  As a dealer, we are not responsible for [redacted]’s lease or remaining payments. The Sales Manager and I have reached out to her multiple times and left voicemail's to verbal speak about this matter but we have not received a call back. Communication has been through email.  She needs to take accountability for her lease and the contract she signed when leasing. In no way has Garvey Kia been deceitful or has lied during any of our interactions. We did exactly what she asked and no mistake was made on our part. However, [redacted] is a customer of ours and we try to take care of our customers as we do appreciate their business. For any troubles, we would like to offer her a full detail on the house or a gift card to our service department.

Good afternoon,Here are all of the emails between Larry B[redacted] and I regarding the replacement of my vehicle. Included are images I was sent of the vehicles he was offering. There was no speak of any payment for any vehicle, the word being used was replacement. Also, there was not an offer made regarding being reimbursed for the extended warranty that I previously purchased.If you need any more information please feel free to contact me.Regards,[redacted]

Dear Revdex.com,On 8/7/17 Mrs. [redacted] brought her 2010 Kia Soul with 65 thousand miles on it to our dealership for a leak concern on the passenger side floor area and behind the passenger front seat floor area. The vehicle is out of Kia’s limited warranty by both time and mileage. The customer was...

contacted prior to dispatching the vehicle and disclosed a potential for diagnosis charges if the concern was not found to be related to any prior workmanship or defects.  Repair order number [redacted] was then dispatched for diagnosis. We could visually see the concern and confirmed the vehicle had a leak present on its interior. We noted the air conditioning was in the on position at the time of vehicle write up. We inspected the passenger side floor area and surrounding areas, peeled back the carpet on the passenger floor about 24 inches back, could tell the water had been pooling for some time (based off the volume still present). We then inspected the air conditioning drain hose, found the hose not fully into position and was potentially blocked. We then blew compressed air through the hose to remove any potential blockage, reattached the hose fully onto the tube as per factory specifications. We then turned the vehicle on and ran the air conditioning. This confirmed our findings that the AC drain hose was loose or blocked which lead to the water accumulation.  Normally on most vehicles, this water drains out the bottom through a hose, instead it continued to pool up in the interior of the vehicle on the passenger side. The service the dealership performed previously on repair order [redacted] on 5/9/2017 (the customer’s last visit to our facility) could not have caused her AC drain hose to loosen or become clogged. We performed an engine cooling system flush (accessed via component under the hood), as well as a transmission fluid service, drive belt replacement, New York State inspection, oil change, brake fluid bleed out, and installed new shift cables as for customer complaint. None of these services are related to or performed in the same area as an AC drain hose. Our conclusion was that a blockage of the hose (which is a regular concern in our area) caused it to disconnect. Typically, these are caused from outside influences such as spider webs, leafs, and other debris. Having been explained our findings the customer opened a complaint through Kia Consumer Affairs. We have been in contact with our manufacturer’s team approximately three separate times over the course of the past thirty days to review the case notes from the technician. To the best of our understanding the manufacturer supports the conclusion we reached. We understand the customer was looking to the OEM to address some of their concerns as they believe this is a workmanship issue not an environmental issue despite our explanations. Unfortunately, we have no control over what sort of redress the Consumer Affairs Team might offer. After 55 days of having the vehicle on our lot, we contacted the customer and informed them that if a concern could not be reached within the next five business days, than we would need to begin charging them for storage or to place a mechanic’s lien on the vehicle. While we are sympathetic to the customer’s concern or perhaps confusion, there is no relation between performing a service on the vehicle’s cooling system (which is related to the engine) and the vehicle’s air conditioning system (which is related to temperature control). We had not previously serviced their vehicle in that area. Our offer to the customer is that if they would please kindly pick up their vehicle in the near future and remit to us the balance due for the repair, we will waive our storage fees in order to bring this issue to a conclusion.

Dear Revdex.com,Thank you for bringing this concern to our attention. At Garvey Volkswagen we strive treat all customer concerns with the highest level of concern. In this instance have already worked on the issue with the customer for several hours, and unfortunately have not been able to come...

to an acceptable agreement with the customer.In June of last year the customer purchased a 2015 Volkswagen Jetta from us. At the time of the sale the vehicle had approximately 26,753 miles on it. Before the vehicle left our dealership it was inspected by one of our technicians and also passed New York State inspection. As the customer states, a year later and with seven thousand more miles on the vehicle, the customer visited a non-make repair facility where they were told their brakes no longer passed New York State standards. While it would've been unusual for brakes to deteriorate that quickly, after significant pressure from the customer we agreed to replace their brake pads and rotors at no cost to them.During that visit one of our technicians mistakenly mis-installed one of their brake pads, putting it in backwards. The customer alerted us to this concern after they visited the same repair facility after hearing a noise while driving their vehicle. We expressed our sincere regret to the customer that an error of this calibre occurred, as it doesn't reflect the strict quality control standards we have at the dealership. We offered to have the vehicle towed from the repair facility back to our location and to put the customer in a loaner vehicle so they would still have a vehicle to drive. Due to the customer's time concerns, we instead arranged to have the Jetta towed from the customer's residence, and they declined to be provided with no cost alternative transportation.Regrettably, during the tow the customer's vehicle was damaged. The tow truck operator's insurance paid for said damage, which occurred primarily to parts on the front of the vehicle. The body repairs come with a lifetime guarantee. We also (again) replaced both the pad and the rotor on affected axel.During the repair of the vehicle and afterwards, the customer expressed concern about the devaluation of their vehicle as a result of the accident report that would appear on their CarFax due to the insurance claim on their VW.  After consulting various books and using our appraisal software, we offered them $2,000 over the book value of their vehicle, and likely over $4,000 more than the cash value of their vehicle, on a pre-owned Volkswagen Passat we had in our inventory. The prices we offered reflected a no-profit transaction for the dealership. The customer declined the offer and felt that they should not have to accept the loss of any value on the purchase price of their vehicle. We appreciate and understand their sentiment, but felt that we had made an extraordinarily generous offer to the customer.In order to make things easier for the customer, we arranged for their vehicle to be towed from our facility back to their residence this morning, at no charge to them. We are also happy to process the cancelation of their extended warranty, and will have a check mailed to them by the end of the week.As always, please let us know if there is any further information we can provide to the Revdex.com.King regards,- JP