Halleen Kia

[redacted] should be all taken care of We got her radio replaced for her If there is still an issue please notify meThanks,Eric H [redacted]

I spoke with [redacted] regarding her complaint I asked her to bring the vehicle in tour shop as we had not seen it for any of these complaints She had been taking it to another dealer I gave her a loaner car while we diagnosed what was need to repair it After it was diagnosed it was going to need aproximately $in repairs The extended warranty that she has is powertrain only Nothing from the repairs was part of the powertrain so it was not covered I offered to cover half of the repairs for customer satisfaction [redacted] chose not to get the repairs completed at this time

Thank you for your notification of this complaint and I am sorry that it got routed to my spam folder I apologize for delayed response I have already spoken with Mr [redacted] regarding this situation and apologized for what seems to be a miscommunication regarding the end of his lease Ultimately upon him not trading his leased vehicle in and not being part of the KMF Pull Ahead program we would have not reason to contact KMF regarding a pay off of his vehicle Unfortunately I can't go back and hear what was said between Mr [redacted] and the salesperson, but I can say I have never had this happen before I came to an agreement already with Mr [redacted] and sent him a check in the amount of $for previous customer good will as I believe we had done nothing wrong That was sent out the day after we had spoke If he has not received the check I should be notified and I can looking into it

My response to the complaint listed below I didn’t see the original complaint from July and received the second complaint while on vacation We had also received a complaint through Ohio Attorney Generals AutoCAP complaint line and responded with the following I apologize for the late response.I have reviewed the complaint of Ms [redacted] , as well as her complete customer record we have on fileI do recall speaking to Ms [redacted] in January five months after her purchaseAt that time she did express frustration with her vehicle purchase.Ms [redacted] purchased a used Kia Soul with miles, it was sold as a Kia certified vehicle.The Kia certified inspection that we did in our service department August indicated that the tires had 7/of an inch of treadThe tire tread depth exceeded minimum specification of 5/of an inch and did not require replacementThe brakes were also inspected and the brake lining measured mmCertification requires a minimum 50% of wear left on the brake liningThe brake system met the requirement and did not need brakes replaced at this timePrior to purchase customers are given the opportunity to test drive and inspect the vehicleMs [redacted] would have been able, as well to do this diligence.In January five months after she took delivery of the vehicle she did complain to me that she felt that the tires were switched, and that a cargo cover was removed prior to her taking delivery, however the we-owe form that she signed indicated no extra work was agreed to or dueOn January 31st as a good will gesture while the vehicle was in our service department for its regular oil change I authorized replacement of one tire, and we would install a Kia OEM cargo coverThere is no concern recorded on this repair order about brakesMs [redacted] contacted me by phone on January 31st to inform me that we had charged her for the oil change that was supposed to be complimentaryI apologized for the error and assured her that I would issue her a refundShe had no other concerns at that time.Ms [redacted] has not contacted me with any concerns since our last phone call on January 2015.Considering the goodwill offered to her in January 2015, we do not feel any other assistance will be forthcoming.Feel free to contact me with any other comments or questionsThanks, [redacted] Halleen Kia [redacted]

Thank you for bringing this matter to my attention I do apologize for the confusion that has occurred here I spoke with my Service Director Marty H [redacted] regarding this and the first time he had heard about it was last week from Kia Consumer Affairs I am not sure if the customer reached out to someone else in the company, but we could have explained this a little bit quicker if she spoke with someone here at Halleen Kia I took a look at the copy of the repair order that the customer should have also It states that we did a oil change, multi point inspection, front brake service, and a rear brake clean and adjust Looking at the Multi-Point Inspection her front brake lining measured at mm and rear brake lining measured at mm Typically we do recommend brakes at anything under mm So this makes sense as to why we would have replaced the front brakes The rears were at mm so we recommended to clean and adjust them for proper maintenance If a person were not to to that it could lead to brakes hanging up, prematurely wearing out, and causing major damage to the brakes I have attached the repair order for your review Seeing as we did not charge her for replacing the rear brakes I don't feel that any refund is warranted Both Marty and myself are always available at anytime if someone needs some clarificationThank you,Eric H [redacted]

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 belowI took my car to a certified jeep dealrship to get an accurate diagnostics of what was wrong with the vehicle
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
*** ***

I would be more than happy to show the customer what work was performed and if at that time she still feels that we did not perform the work that was stated on the repair order I will be more than happy to perform the work over again in her presence

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
Unfortunately I continue to get these blanket responses from Halleen Kia and Kia in general I have a copy of the service documents I am the one who submitted them as a PDF after Halleen did not respond to my initial contact This was all very well documented in my complaint I submitted my concerns to Halleen Kia via the service satisfaction survey following my appointment When I received no response from Halleen I went directly to Kia Corporate It is very aggravating to read that all I needed to do was contact them when I, in fact, did.The main issue that is being skated over is that I believe work I was charged for WAS NOT completed As I mentioned before, the burden of proof lies on Halleen Kia to show that they have completed this work A piece of paper does not prove this I feel as though stating that Kia Corporate never contacted them is a way of avoiding the main issue They are not separate entities They are representatives of one another and therefore must both be held accountable This is an awful predicament we are in I have purchased my last vehicles from Halleen I have referred numerous people to their company But brutal scare tactics and charging for services not rendered are unacceptable I simply want them to right a wrong and cut ties with their company and brand
Regards,
*** ***

Thank you for bringing this matter to my attention.  I do apologize for the confusion that has occurred here.  I spoke with my Service Director Marty H[redacted] regarding this and the first time he had heard about it was last week from Kia Consumer Affairs.  I am not sure if the customer...

reached out to someone else in the company, but we could have explained this a little bit quicker if she spoke with someone here at Halleen Kia.  I took a look at the copy of the repair order that the customer should have also.  It states that we did a oil change, multi point inspection, front brake service, and a rear brake clean and adjust.  Looking at the Multi-Point Inspection her front brake lining measured at 4 mm and rear brake lining measured at 8 mm.  Typically we do recommend brakes at anything under 5 mm.  So this makes sense as to why we would have replaced the front brakes.  The rears were at 8 mm so we recommended to clean and adjust them for proper maintenance.  If a person were not to to that it could lead to brakes hanging up, prematurely wearing out, and causing major damage to the brakes.  I have attached the repair order for your review.  Seeing as we did not charge her for replacing the rear brakes I don't feel that any refund is warranted.  Both Marty and myself are always available at anytime if someone needs some clarification. Thank you,Eric H[redacted]

Thank you for your notification of this complaint and I am sorry that it got routed to my spam folder.  I apologize for delayed response.  I have already spoken with Mr. [redacted] regarding this situation and apologized for what seems to be a miscommunication regarding the end of his lease....

 Ultimately upon him not trading his leased vehicle in and not being part of the KMF Pull Ahead program we would have not reason to contact KMF regarding a pay off of his vehicle.  Unfortunately I can't go back and hear what was said between Mr. [redacted] and the salesperson, but I can say I have never had this happen before.  I came to an agreement already with Mr. [redacted] and sent him a check in the amount of $400 for previous customer good will as I believe we had done nothing wrong.  That was sent out the day after we had spoke.   If he has not received the check I should be notified and I can looking into it.

[redacted] should be all taken care of.  We got her radio replaced for her.  If there is still an issue please notify me. Thanks,Eric H[redacted]

My response to the complaint listed below.  I didn’t see the original complaint from July and received the second complaint while on vacation.  We had also received a complaint through Ohio Attorney Generals AutoCAP complaint line and responded with the following.  I apologize for the...

late response.I have reviewed the complaint of Ms. [redacted], as well as her complete customer record we have on file. I do recall speaking to Ms. [redacted] in January 2015 five months after her purchase. At that time she did express frustration with her vehicle purchase.Ms. [redacted] purchased a used 2011 Kia Soul with 29376 miles, it was sold as a Kia certified vehicle.The Kia certified inspection that we did in our service department August 1 2014 indicated that the tires had 7/32 of an inch of tread. The tire tread depth exceeded minimum specification of 5/32 of an inch and did not require replacement. The brakes were also inspected and the brake lining measured 6 mm. Certification requires a minimum 50% of wear left on the brake lining. The brake system met the requirement and did not need brakes replaced at this time. Prior to purchase customers are given the opportunity to test drive and inspect the vehicle. Ms. [redacted] would have been able, as well to do this diligence.In January five months after she took delivery of the vehicle she did complain to me that she felt that the tires were switched, and that a cargo cover was removed prior to her taking delivery, however the we-owe form that she signed indicated no extra work was agreed to or due. On January 31st 2015 as a good will gesture while the vehicle was in our service department for its regular oil change I authorized replacement of one tire, and we would install a Kia OEM cargo cover. There is no concern recorded on this repair order about brakes. Ms. [redacted] contacted me by phone on January 31st to inform me that we had charged her for the oil change that was supposed to be complimentary. I apologized for the error and assured her that I would issue her a refund. She had no other concerns at that time.Ms. [redacted] has not contacted me with any concerns since our last phone call on January 31 2015.Considering the goodwill offered to her in January 2015, we do not feel any other assistance will be forthcoming.Feel free to contact me with any other comments or questions. Thanks, [redacted]Halleen Kia[redacted]

I spoke with [redacted] regarding her complaint.  I asked her to bring the vehicle in tour shop as we had not seen it for any of these complaints.  She had been taking it to another dealer.  I gave her a loaner car while we diagnosed what was need to repair it.  After it was...

diagnosed it was going to need aproximately $837 in repairs.  The extended warranty that she has is powertrain only.  Nothing from the repairs was part of the powertrain so it was not covered.  I offered to cover half of the repairs for customer satisfaction.  [redacted] chose not to get the repairs completed at this time.