Gateway Kia

As a result of having purchased several vehicles from our company [redacted] phone number and addresswas placed in our Customer Relations Management System.   This system is a comprehensive and complex system that stores a customers information in several areas within its memory and...

immediately upon his request for relief from follow up calls we extracted his information from the system.  It appears that his phone information was deeply routed in one of the additional storage areas and we have again extracted this information from that area of the system as well. We apologize for any inconvience and hope that our actions have and will stop any further follow up callsto [redacted].

Complaint: [redacted]
I am rejecting this response because: this is an outright blatant lie!! Your own employees told me I'd have a check in my hand within the week- this was three weeks ago now!! LIAR I'm not surprised you and gateway are going to keep on lying- I will contact legal counsel because clearly nothing is going to get done
Regards,
[redacted]

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

I wanted to let you know that the dealer did in fact repaired everything they had promised to do at the time of purchase. They also gave us a loaner just like they said they would. We just got the car on Friday evening 5/19

In response to your request for refund for the canceled Gap and extended Warranty I have researched the situation and share the following information.The items that were canceled were submitted to the issuing agency ie:CNA insurance company. It takes 8 to 10 weeks for CNA to process the...

items and then cut a refund to Gateway wherebywe will identify the funds and foward the refundable portion to the consumer.This process is well underway for this cancellation.I am investigating the overdraft information but have been unable to identify the situation and request thatdocuments be sent to my e-mail: [redacted] or mailed to my attention at,[redacted].I am truly sorry that this customer was so disappointed with her purchase experience  but this is the first time I have been made aware of her discontent and would have assisted her sooner if advised.

[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]

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

Review: I went into Gateway Kia in Quakertown on 4/16/2013 looking for a car that was good on gas under $8,000.00. I told my salesman [redacted] that I had some credit issues and wanted to trade my suv and some cash the purchase a used car. so long story short he talked me into a new car and also told me he could get me approved for a loan. I said great and leaving more detail out I was ok with doing the deal as long as if my mind changed a few months later I would be able to sell the car and not owe over $2,000.00 to get out of the loan. [redacted] and the Lady that did my contract both agreed with me and said yes that is the most you would owe. so here we are a few months later and looking to get out out the loan and now the dealership tells me I will have to pay $5,000-$6,500 to get out of the car. I went to a few other car places and was told the same thing. then I started looking at the contract and one of the dealerships gave me a copy of the Vehicle Master Detail. I have been back the Quakertown Gateway Kia many times. they say they do not want the car and when I question them on the deal we had the Manager and salesmen, just walk away from me or tell me they will call me back and never do. The Vehicle Master Detail says the cars Invoice total is $18,025 and the MSRP total is $18,734 now my contract says I paid $23,138.70 for the car less $1,109.70 tax is $22,029.00. now my trade in was $3,534.00 with a total of $7,538 over invoice price paid. the car is a 2013 Kia Forte not in high demand and clearly they hosed me! also the interest rate is 18% with the total payments of $36,257.28. I was not asked for pay stubs or bank information. some how this does not seem legal in the state of pa. I put trust in this dealership. over the past ten years my family and self have been buying from both the [redacted] branch and the Quakertown branch. I also if buying new really wanted a Kia Soul but the salesman told me the price was to high and the car was the only one that would work with my credit. but since all of this, I looked up the price and found it to be was untrue.Desired Settlement: I would like them to buy the car back and refund the bank. I also would like something to be worked out with the trade they got from me. I put 6,700 miles on the car. but my trade was worth $3,000-$4,000.

Business

Response:

To Whom It May Concern,

I hope this message finds you well. I am sending you this message in a follow up to consumer complaint ID# [redacted] filed with your agency on or about September 19th, 2013. Thank you for bringing this

matter to our attention.

On or about April 17th, 2013, **. [redacted] of [redacted] Pennsylvania purchased a 2013 Kia Forte EX from our Quakertown location. Several months after the purchase, **. [redacted] returned to our Quakertown Dealership and wanted to sell the purchased vehicle back to us. This resulted into us making an offer which he felt was not acceptable and he left.

Several weeks later he returned saying that other dealers had offered similar dollars to buy the vehicle from him and he was disappointed at the amount he was offered for the car.

On September 20th, 2013 I attempted to contact **. [redacted] via telephone to address his concerns regarding his complaint and he has not returned any of my calls.

If you have any further questions regarding the aforementioned complaint, please contact me directly.

Respectfully,

General Manager

Gateway Kia Dealerships

###-###-####

Consumer

Response:

[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]

Review: [redacted]

I am rejecting this response because:

Review: I test drove a [redacted] 2014 w/ heated seats and the back up camera Tues evening 8/26 a additional package- Tom M was salesman and Jim M was manager, we said yes to the vehicle. Jim came out to smooth the deal with different price breaks and to say they had no more 2014 that he wanted to send me home in the 2015. We returned Wed 8/27 to finish the deal and with my car for a trade in.A few hours later we were told that my car would be there by the time we were done signing papers. I then asked where the car was that it would be there, I was then informed it was coming from another lot. I informed them that I had an appointment to go to that I needed to be out of there by 5 pm if that would not happen I would come back Thurs. to complete the deal. No no we will have everything wrapped up. Well rushing and still waited I was running out of the parking lot at 6 pm with the car. Getting to my destination I realized that I did not have the car that we thought we were to have. No back up camera, no heated seats etc. My husband and I went over the car and paperwork that evening and realized that we got not the car we thought we sign for.Not the price breaks that he spoke of - that was twisted also. I went back to the showroom Thurs 8/28 and explained that I got the wrong car - I went to no avail - everyone twisted the truth and informed me that is what I got and if I wanted the car with the package that I thought I signed for I needed to pay more. Tom M couldn't even talk without his voice quivering because he was fibbing. I cant believe that I was lied to so much by these men. I had Paul ( different manager ) Thurs. Between twisted things that were said and the lies to make us think that this was the vehicle that I knew I was signing for is outrages. I was told that I didn't have the right to cancel my contract Thurs by Paul, It was final. The more we talk about this, the more we realize that there was more lies about the contract. I cant understand how any company can do this to people and sleep at night. Please let me know how we fix this. Thank you -- Beth and EdwinDesired Settlement: The car that I thought I picked and told that I was signing for

Business

Response:

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

Consumer

Response:

[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]

Review: [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,

Business

Response:

Second response to complaint:[redacted]

I think I clearly addressed the "package" issue from our perspective. AS far as the delay when [redacted] came to the dealership on the morning of the 28th, I was on a business call when she arrived. The F and I manager and the floor manager were trying to help her with her complaint. As quickly as I finished the call I introduced myself and familiarized myself with the issues before speaking with her. I feel that we, at Gateway, made a genuine effort to resolve [redacted]. [redacted]'s issue, and I might mention that I was under a fair amount of verbal abuse from her that morning. Regardless, 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[redacted] GM

Consumer

Response:

[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]

Review: [redacted]

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 belief. I heard so much from others already on don't do business with Quakertown Kia, go to [redacted] or [redacted]. What a shame that I cant even feel that I can trust this company to stay in my home town for scheduled maintenance. I 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 anymore. The 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,