Gateway Kia

I leased a Kia 2021 Forte on July 7th with the outstanding, personal assistance of your salesperson, Tucker Chaikin. I have never done this before in all my 80 years but Tucker walked me through this process professionally and patiently without embarrassing me. I did not have bad credit, I had no credit. He took as long as was needed to get me to a payment I could accept under these circumstances as well as delivering my new lease to my home, due to illness of my daughter. I hope everyone, especially seniors, will always go to Gateway Kia when needed due to my fantastic salesperson, Tucker. In addition, all of the sales force and manager there that day were encouraging to this senior who never bought or leased, alone anyway, a car-I'm retired and a widow-imagine my lucky stars that day-thank you all.
Joanne Merrick

I wanted to let you know that the dealer did in fact repaired everything they had promised to do at the time of purchaseThey also gave us a loaner just like they said they wouldWe just got the car on Friday evening 5/

Gateway never ran her daughter's credit information and the salesperson involved in the negotiations was making reference to any family member who could have acted as a co-signer to help secure a fresh loan In situations where a person's credit score is very low, it is commonplace for dealership employees to ask if a family member would be willing to help We had no information regarding Mrs [redacted] daughter's credit and could have never made an inquiry without that information and her written approval.I did offer Ms [redacted] to help when her lease gets close to it's end and will supervise our attempts to secure a lease or loan on her behalf using the strength and volume of deals we secure with the many lenders we utilize.We ended on a pleasant note and I am waiting for her call when she needs us to get involved

The facts are that the refund is being processed by [redacted] company and will be forwarded to MS [redacted] once received by our offices and a refund check can be cut from Gateway to her.Threats and name calling will not change the time frame the refund will be processed and sent If Ms [redacted] wishes to contact an attorney I have no power to stop her but I repeat that the refund process.has been initiated weeks ago and will be in her hands as soon as possible.If MS [redacted] wishes to contact me regarding this matter I am available to assist her with additional updating if necessary

In response to the complaint number [redacted] : The vehicle a [redacted] was purchased on 02/15/On 03/03/the customer complained of a coolant smell and we determined that the head gasket may have been leaking In an effort to completely satisfy the customer we sent the vehicle to the local [redacted] dealer for repair and provided the customer with a loaner vehicle at no charge so they would not be without transportation At this time there was also a complaint of a water leak in the vehicle and we brought a water leak specialist to the facility to find the leak and repair the vehicle The specialist had to return a 2nd time after stopping the first leak and made repair to the additional area that was leaking and was not noticeable during the first attemptThe purchase price of this vehicle was $not $or $as stated on the complaint I would also point out that the current retail value of this vehicle according to NADA is $and the suggestion that it's worth is only $is not accurateOn 06/23/in response to the Revdex.com complaint I called and spoke with Mrs [redacted] During our conversation she pointed out some out of pocket expenses she had incurred regarding the vehicle ie: brake repairs and also a current issue with an intermittent starting problem I offered to review the out of pocket expenses with her and asked her to provided me with receipts for those expenses I also offered to pick up the vehicle and have the starting problem checked at our shop Mrs [redacted] 's response was that she would speak with her husband and call me the next dayI did not receive a call from her again but I did call her on both 06/24/and 06/25/and left messagesWe remain willing to examine the vehicle for the starting issue and review any out of pocket expenses the customer may have incurred Barry K [redacted] General Manager

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved] Complaint: [redacted] I am rejecting this response because: Mr K [redacted] is incorrect on his findings - the vehicle that was shown to us was a 2014 with the complete package ( with the back up camera, heated front seats etc. by salesman Tom M. Tom showed us that the car was 28 thousand plus with the hole package deal. When we took it for the test drive, I drove because it was me that was buying the car. I commented while I was backing the car up ( Tom stated to use the camera ) I needed to use the old fashion way first. Tom stated it takes a little getting use to using that camera. I then stated in time. When we sat down to talk prices, my budget was around 350.00 a month. Jim M stated that about a 2015 instead. We teased back and forth because the other car I was looking at another dealer had all that plus electric seats and remote start and cheaper, I asked Tom to tell me why I should go for this car and not the other car dealer offer. Jim stated we can match that but without the electric seats and remote starter. (The [redacted] has manual seats and no remote start. ) He proceeded with the rest of the deal _ I stated that I already had preapproved financing from my credit union at 1.99 %. He also stated due to my husband is in the automotive industry that he would give us the family/employee discount ( invoice + a few hundred over ) He then came back and then stated that if we financed thru KIA I would get 2.9 % interest rate with a rebate of 500 dollars. He said let me make a phone call, I want you to have that 1.9 %. Jim then came back and said - with everything and the 1.9% how does a payment of I believe it was around $ 317.00 work for you. I then said I love it. Still at this point there was no statement that I was not getting the package that is in dispute. When we went to showroom the next day to complete the deal we then got Rob for our salesman. Tom was off. He said to us so you are getting the 2015 [redacted] with the package, we said yes. As we were taken into the office to start signing papers is when we first heard the car was coming from another lot. We completed the paperwork and while we waiting Jim came over to me to small talk . He started out by saying about his wife would not even need the back up camera because she doesn't back up at anytime. I then stated that it will take time to get use to , that old school will need to be overcome. My Husband stated that all the technology ( Bluetooth , satellite radio, backup camera, heated seats etc ) he didn't need that crap - BUT the car was not for him and that he stated many times in the two days that we were there. When I went back the following day I spoke with Tom M the original salesman - I told him I got the wrong car and also gave him the paperwork and asked him where the running special was on my finance sheet ( they were running a 5 - 5 - 5 ( $5000.00 ) deal ) the only 5000.00 on there was a $ 1000.00 for trade in and a $4000.00 down payment from us he looked at me and said oh - let me go fine out what happened. About 45 minutes later after watching men going in and out the office where the meeting was going on, one man looked at me when I went over to see what was going on he looked at me and said - we are trying to fix this Mrs , we are almost there. And about 15 minutes later that is when I thought his name was Paul ( manager ) came out and turned everything upside down. Tom couldn't even speak - his voice quivered terribly and very red faced when manager told him to tell me what he told manager. It was very clear to me at that point it was told to Tom what to say not what he knew. He included that Jim gave me everything that was offered even the promotion- I got the 1.9 % for that 5000.00and $ 5000.00 of the price and he just went off. I looked at him and asked why he was raising his voice at me , he said oh I am just trying to get me point across. To that my seven year granddaughter looked at him and said - You don't want to make my grans angry ( I tell her that when if she raises her voice at me, so she even notice his tone) I stated that I was so in disbelief that I believed that I should look into the 72 hrs cancel a contract obligation and was told that was not an option with this car dealer. He then went into the office to call Jim which was off and after a few minutes I was then called in- They told Jim to tell me what he told them about the deal which was nothing like it was, very oblivious this is what took so long before I was called in- they had to tell Jim what they were telling me. Manager quickly thanked him and apologized for bother him on his day off. At that point he hung up and I looked at the manager and stated how words are so twisted, he smirked and shrugged his shoulder then said to me if the camera is so important that he would except $2200.0 deal. I said I was not giving KIA another dime. I came home and then received a phone call from Rob the salesman that did all our paperwork and said that he was off but got a phone call and I was very upset, they said you thought you received that wrong car - what happened he asked. I told him what happened and he stated he remembers when he asked about the package that I said yes I was getting. He said to give him until the next day to call me back he was going to see what he could do. That never happened, because he needs his job and he cant go against them on what they want us to think At this time I feel I cant even trust them for my services on the car, if this is what they can do to get the car. Thank you Regards, [redacted]

Complaint: ***
I am rejecting this response because:
Even after they removed my name from the "deeply rooted" files, I received additional phone calls and once again had to call the KIA corporate office in California and ask them to intercede Today I received an email from the same dealership asking with a sales pitch for a KIA SOUL.
Regards,
*** ***

Second response to complaint:***
I think I clearly addressed the "package" issue from our perspectiveAS far as the delay when *** *** came to the dealership on the morning of the 28th, I was on a business call when she arrivedThe F and I manager and the floor manager were trying to help her with her complaintAs quickly as I finished the call I introduced myself and familiarized myself with the issues before speaking with herI feel that we, at Gateway, made a genuine effort to resolve ***'s issue, and I might mention that I was under a fair amount of verbal abuse from her that morningRegardless, she was treated with respect and a solution was offered and rejected
Once again I remain available to you if you have any further questions
Barry K*** GM

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved]
Complaint: ***
I am rejecting this response because:
I am on vacation, today is my wife's birthday so no I did not sit there waiting for his phone callWe planned this for monthsanyway he still wants us to pay for a car that is worth 4,900. I have prof with this pdf
Regards,
*** ***

February 13, Dear *** ***,I am responding to your letter of 2/12/regarding the above referenced complaint filed with your office by *** ***.On 2/4/*** *** made a purchase of a KIA ***This vehicle was traded to us, serviced, and
made ready for saleSubsequent to the purchase *** *** experienced a problem with the operation of the vehicle and we attended to this issue quickly and under the guidance of the KIA Motors Service HotlineThis is an information and authorization service that KIA offers to its dealers.After completion of the work and road testing the vehicle it was decided to replace the transmission in the vehicleOf course, during this repair process *** *** was placed in a loaner car and as the vehicle was covered under the Factory Warranty there was no cost to *** ***.During the repair process we received a complaint by *** *** to accept return of the vehicle and we decided to acknowledge her request and accept the return of the vehicleThis was done in an effort to display "Good Customer Relations" and have notified *** *** of this decision.This decision is in no way an admission of guilt or wrong doing on behalf of Gateway KIA of WarringtonPlease review the attached "Release from Contract" that *** *** signed.Regards,
Barry KGeneral Manager

Complaint: ***
I am rejecting this response because:
Although repairs to the fuel pump was indeed repaired, the air bags of the vehicle do not funcrion at allI have spoke to the service repJose which indicated it was no longer under warranteeDespite the fact that I had previously communicated with Jose ,service man, when the car was still under warrantee they should take it into consideration and repair this issue of the air bagsI was told it was a sensor that needed to be replaced while it was still covered under warrantee, then after the vehicle was diagnosed for the fuel pump, I was told it was no longer covered under warranteeThe air bag to what I was told was a sensor but once the diagnosis was complete he informed that it was not a sensor but the entire air bag systemMy vehicle has no functions of air bags and if an accident were to occur my family and myself will not be secured and safeI have been having issues with North Brunswick KIA since I got the vehicle January 10, My steering wheel pulls to the right and although KIA claim they have repaired it head on...it still pulls to the rightThey spoke about a trade out and replacing the vehicle with a new one but that has not been approvedKIA has made verbal promises that I have In text and also recorded in my phone's memory that I can provide as proof if needed KIA interests are to make sells to customers and once they make their sales commision they do not keep their verble agreement I will not do business or ever recommend anyone to go to Gateway KIA North Brunswick Dealership, for all my end results of car issues have ended up in a true disappoinmentsThey provide poor service and hopes
Regards,
*** ***

Spoke to Mr*** we agreed on appointment for 6/12/@ 6PM to help with the situation

I would not consider this complaint (ID No***) resolved until the actual refund has been received and applied to the principle of my car loan. Gateway had previously indicated they would issue a refund, however, that was never carried out. And just as a note, I never disputed the fact that I signed the paperwork, the issue was how these additional charges were incorporated into the loan amount, without any explanation. I discovered the additional charges upon going through the paperwork the next day and immediately contacted Gateway

Gateway responded to the vehicle "TOW IN" on 10/30. Our records indicate that we diagnosed thecause of the problem and ordered a fuel pump and replace it on the vehicle.A loaner car was offered and provided on Nov 2nd when it became available. The repair was completed on Nov the 5th at
which time the customer was notified and did in fact return the loaner vehicle.The repair was covered by the extended warranty that was purchased as part of the original transaction and customer paid the required deductible.If *** *** has any additional concerns she should contact me *** ***, I am the General Manager of the Gateway Group and she can call at the *** ** store at ***, and they will contact me at which ever location I will be visiting at that time

There was a "WE OWE" slip generated when the vehicle was purchased that stated Gateway would repair the "Dent" in the door of the vehicle Upon attempting to repair said dent it became apparent that the "paint-less repair" would not be sufficient to satisfy the customer, and a body shop repair
was needed Gerrit *** of our company has already made arrangements to provide a loaner vehicle and take the sold vehicle to the body shop and make the necessary repair While in our possession we will also attend to the seat tear.It appears that although we at Gateway were in process of effecting a proper repair,our timing was a little off in communicating with the customer WE have as of todayspoken with the customer and verified all scheduled appointments and loaner caravailability.Gerrit assures me he meant no disrespect when he was initially dealing with the customer and offers his heartfelt apology if his actions were misinterpreted as hostile or uncooperative As you can see we had already made the arrangements to repair the vehicle before we received this letter of complaint.If you have any further questions please feel free to e-mail me and I remain at theready to help resolve any issue that may arise.Barry *** GM

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved]
Complaint: ***
I am rejecting this response because: Once again - As I told them that morning and I will say it again How they twist their words to make themselves look and sound good & right are beyond beliefI heard so much from others already on don't do business with Quakertown Kia, go to *** or ***. What a shame that I cant even feel that I can trust this company to stay in my home town for scheduled maintenanceI gave them no verbal abuse, But they sure can give it out, to the point my seven year old granddaughter said something to him. I want nothing more from them, I cant handle any more of their lies - yes lies, not even twisted truth anymoreThe Lord will watch over KIA salesmen and their managers and I hope these people can sleep at night knowing what they do to their customers. How sad this has become
Regards,
*** ***

became aware of this complaint on 8/18/when our Finance Manager Sal *** showed me theletter your office sent to Gateway Kia of New Brunswick. I immediately placed a phone call to Mrs ***,to discuss her issues and after our initial conversation awaited for her final response
today on 8/19/2015as to what she wanted to accomplish regarding her dissatisfaction. I apologized to Mrs*** for those issues she had with her transaction, offered future assistancewith regard to her vehicle and shared that the refund for the extended warranty was processed and the refund check would be sent to the lender where she has an open loan for the vehicle, as is required by law. I also agreed to refund her for the etch product which she purchased, which is not a "cancellable item",but I would do so as a good faith gesture. I would like to point out that on all of our documents relating to the extended warranty, etch product and gap insurance,Mrs*** clearly signed an acknowledgment that they were optional items which she was choosing to purchase

In response to the complaint number [redacted]:  The vehicle a 2006 [redacted] was purchased on 02/15/2015. On 03/03/2015 the customer complained of a coolant smell and we determined that the head gasket may have been leaking.  In an effort to completely satisfy the customer...

we sent the vehicle to the local [redacted] dealer for repair and provided the customer with a loaner vehicle at no charge so they would not be without transportation.  At this time there was also a complaint of a water leak in the vehicle and we brought a water leak specialist to the facility to find the leak and repair the vehicle.  The specialist had to return a 2nd time after stopping the first leak and made repair to the additional area that was leaking and was not noticeable during the first attempt. The purchase price of this vehicle was $11090.00 not $14000.00 or $13330.00 as stated on the complaint.  I would also point out that the current retail value of this vehicle according to NADA is $9000.00 and the suggestion that it's worth is only $4500.00 is not accurate. On 06/23/2015 in response to the Revdex.com complaint I called and spoke with Mrs [redacted].  During our conversation she pointed out some out of pocket expenses she had incurred regarding the vehicle ie: brake repairs and also a current issue with an intermittent starting problem.  I offered to review the out of pocket expenses with her and asked her to provided me with receipts for those expenses.  I also offered to pick up the vehicle and have the starting problem checked at our shop.  Mrs. [redacted]'s response was that she would speak with her husband and call me the next day. I did not receive a call from her again but I did call her on both 06/24/2015 and 06/25/2015 and left messages. We remain willing to examine the vehicle for the starting issue and review any out of pocket expenses the customer may have  incurred.   Barry K[redacted]General Manager

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
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.
Regards,
[redacted]

Re:  Complaint  ID [redacted]My name is Barry K[redacted] and I am the General Manager of Gateway Kia of Quakertown.  I spoke with [redacted] when she came into the store to lodge her complaint regarding this matter.  I have also researched the...

facts of the situation by speaking with both [redacted] and the Gateway employee's involved.   The heart of this matter rests with the issue of whether the [redacted]'s negotiated for, and purchased a vehicle with a "convenience package" as an option when they consummated their purchase of the 2015 Kia [redacted].   During my investigation I discovered that a vehicle that included the "convenience package" was shown to the [redacted]'s the evening of the 26th of August.  That vehicle due to the cost of the package in question was over budget and during conversations with the [redacted]'s it became clear to the manager's and sales person involved that we should offer them the choice of purchasing a similar vehicle but "without" the "convenience package" as this approach would enable them to reach their payment target.  During those conversations **. [redacted] was heard by the Manager, salesman, and other employees in the showroom to have said "I don't need that [redacted] in the car".  [redacted] stated to our sales manager Jim, "I don't need a backup camera, I will do it the old fashion way, I'll turn around when I back up".  this reference to the backup camera feature in the convenience package. Having shared all of the information with the [redacted]'s regarding the vehicle, it's package choices and working with them to reach an acceptable payment level plus their comments regarding their lack of interest in the "convenience package", we went thru the paper process and ultimately delivered the car. Upon her return to the dealership on Thursday the 28th of August, I met with [redacted].[redacted].  In an effort to try to keep good customer relations with her, I offered to provide her with a new vehicle, equipped with the "convenience package" which has a cost difference of $2200.00 dollars for an increase in payments of only $12.00.  I was willing to absorb the balance of the cost of the package at Gateway's expense.  Thia was not acceptable to her and she left the store.   Of course this option is no longer available as the vehicle is a titled asset and the documents have all been processed with the proper agencies.   Thank you for your kind attention, feel free to contact me at any time if you have any questions regarding this matter. Barry K[redacted], GM