Hart Motor Company, Inc.

My employee who sold the car new called the original owner because he remembered that there were abrasions or something regarding this particular car and the steering wheelI heard him make the phone call (as his office is across the hall from mine) and ask the customer about her car, and proceeded to ask if she remembered any scrapes or abrasions on her steering wheel...she told him that it did have the abrasions, and that she was unaware of how they occurred.I do not know how I can make this any more clear that the imperfections existed prior to Mr*** taking ownership?If the customer really wishes to purchase a new steering wheel, he should be prepared to spend approximately $including taxes etcwhether he has our shop do the work or another KIA dealer of his choice.Sincerely, *** ***

Dear Mr. [redacted], I attempted to assist you with the "scratch" in your leather wrapped steering wheel Friday night by using a leather conditioner on the area and all around the steering wheel.As I was working on the steering wheel, you told me I "had no interest or concern for your...

problem..." I could not believe you genuinely felt that way!I shared with you that I thought the damage in question(located at 10 o'clock on the side of the steering wheel) was caused by a ring as the steering wheel rotated back to center after a turn.Then, you mentioned that the same thing happened to your parents on a car they had purchased from [redacted].The car you purchased was a 2012 used car, but was in excellent shape, and well cared for by the previous owner. The previous owner drove the car approximately 26,000 miles.After seeing the Revdex.com review and Google review posted from you over the internet, I am very disappointed you felt the need to try and slam our company for something like this.This morning after reading your reviews, Hart Motor Company called the previous owner of the car you've owned since June, 2014. The previous owner stated that the scratch WAS there, and that she was "not sure how it got there." I respectfully ask Mr. [redacted] to remove his negative rants on the internet regarding our company and this issue in particular.I truly believe Mr. [redacted] thought that we damaged his car while servicing the vehicle and that is why he is standing up for what he believes to be the truth.I applaud Mr. [redacted] for his conviction. Sincerely,  [redacted]Vice President[redacted] Motor Company, Inc.

I have reviewed the response offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
Mr [redacted]:     I do agree there were slight indentations in the leather on the steering wheel on the top and bottom when I purchased the vehicle. I accepted this as a used vehicle and that it was not perfect, however; there were no scrapes. When having my car serviced by "professionals", I expect to receive it back in the same condition or better, not damaged. After service there were noticeable scrapes along the left-hand side of the steering wheel which I immediately brought to the attention of  an adviser, [redacted]. It has been suggested by Mr. [redacted] that the scrapes were caused by a ring worn on the left hand. I do not and have not ever worn rings. I am the only person who drives the vehicle. If the service technician is innocent, I suggest starting with the service adviser, [redacted], who drove  my car into the garage for service. My car was damaged at some point from the time I left it in the care of Hart Motor Co. It did not have scrapes on the steering wheel when I dropped it off and it was damaged when I picked it up 30 of December of 2014. I stand behind my previous statement that the vehicle was not damaged before going into the shop, and when I picked it up, it was damaged. I am upset because of the blatant disrespect that was shown to me when I brought the problem to the attention of management.Thank you for your time.  
Sincerely,
[redacted]

Review: I purchased a 2014 GMC Acadia in November 2015. I asked the sales person,if the vehicle had any accidents or incidents and was provided with a Carfax. The report stated no accidents or incidents so I purchased the used Acadia. Within a few days I had issues at speeds of 45 and 65 MPG with vibrations in the steering wheel. I also noticed at night the headlights were shooting off in two different directions. I took it to the Service Dept. they adjusted the lights and rotated the tires. In April my airbag light kept coming on and the vibration was back in the steering wheel so I scheduled a service appt. Service had my car for 5 days. They informed me my driver side airbag had been tampered with and would not deploy if I had an accident. They showed me the part and appeared like it was cut with wire cutters so someone could reset the airbag light. They replaced the part & THINK my airbag should work now. No guarantees. I talked with management about this and was informed the car was purchased from a rental car company and they are not required by law to disclose accidents because rental companies are self-insured. After further discussion, I was told there was another report they could have provided called Auto Check that would have disclosed more detailed information about my vehicle than the Carfax (which they didn't provide at time of sale). Had I known about the prior accident, I wouldn't have bought the car. I picked up a copy of the Auto Check report today and it shows my car was in a major accident which did deploy the airbag.

Also, during the week the service department had my car, they took it on a test drive and had an accident in front of the dealership hitting a pedestrian with my car(April 8, 2016). I picked up my car the afternoon of April 8th. They didn't inform me of the accident. Two weeks later I received a letter from a personal injury attorney advising me of the accident and that I could be sued by the injured pedestrian. I took the letter to the owner of the dealership and asked for details on what happened. They thought it was a good idea not to tell me about the accident because I had already had so many with my car. They didn't think anything would happen even thought a police report was issued and the driver of my car was issued a ticket.Desired Settlement: Refund complete cost of my vehicle including my down payment, processing fee, taxes, etc. Refund all money I paid to the service department for repairs. The car was a Lemon!

I feel they should be required to provide both Carfax and Auto Check to any consumer buying a used car.

Business

Response:

Dear [redacted]While I could go into detail over the various points you have made regarding the 2014 Acadia you purchased from us November of 2015, I would like to state a few facts as I know them.-We supplied a vehicle for you to drive while repairs were performed in our mechanical shop.-We replaced all of your tires at our expense.-When you had an airbag light on, and we discovered the seat belt pre-tensioner had been tampered with, we informed you and showed you the old part.-After this discovery of the seat belt pre-tensioner, we pulled a current CARFAX report. We also pulled an AUTOCHECK report.-We use CARFAX on every car purchase we make, as well as supply every customer with one during the purchase/delivery process. The AUTOCHECK report is similar to CARFAX, but is not as recognizable to most consumers. Neither of these reportsclaim 100% accuracy, as the information is only as good as what is, (or is not) reported through police reports, insurance companies, service shops etc.We offered, (before the Revdex.com was notified) to replace the vehicle with a like model year and priced vehicle OR give you a full refund of all the monies you paid for this vehicle.We issued you a check for the amount of your total transaction, including any service charges paid on May 11, 2016. (Same date we received Revdex.com notice).Hart Motor Company has never experienced a situation like this as we embark on our 80th year in the Roanoke Valley. Once we realized the problem with the airbag system, and one of its components, we immediately took action with you to replace the vehicle, or refund your money for the vehicle. We did the latter and you have been made whole regarding this transaction.This situation was not “business as usual,” and for that, we respectfully apologize to you. We hope to earn your family’s trust in the future.Sincerely, Daniel L. Hart

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID 11442266, and find that this resolution would be satisfactory to me.

Regards,

Review: Hello,

My name is [redacted] and unfortunately, I am writing this to express my serious concerns with our local Kia dealer - Hart Motors.

I currently own a 2007 Kia Sedona, which I purchased used. I purchased the Sedona in 2012 and have had had no problems until recently. I have only had one minor issue in 2013when the air bag light came and I on took to Hart Kia in [redacted] to be fixed.

On August 23,2015, I realized that I had no brake lights. I thought maybe it was a fuse so I looked 0n line to see where the fuse to the brake lights was and I saw there was a recall. My wife called Hart Kia on August 24 the guy she talked ([redacted]) to looked it up and said it had two recalls that had not been fixed which was the stop lamp switch and lower control arm. He said bring it in they would fix it and do a 5 point inspection. We made appointment to be fixed on August 25 and dropped the car off the night before to be fixed. They kept it all day on the 25th to fix it. We picked the van up on August 25 around 5PM and went home about 5 minutes from Hart Kia. I left my house around 6:30PM to take my daughter to soccer practice on way there , the check engine light, brake light, esc light, abs light and oil light all came on. We left soccer practice and on the way to get gas the radio went out came back on and went back out. We stopped and got gas, then van wouldn't start so we had to get it jumped off, then could not get van to go in to drive with foot on brake took foot off brake and it went into drive. We took van across street to an auto parts store to get the battery tested, but the battery was too dead to test. We left the auto parts store once again took forever to get out of park and had to take my foot off brake to get out of gear. On the way home, we lost complete control of the van while driving down the road. The steering locked, and we lost break control. Then, we lost power and the van ran only about 5 mph the brake peddle was stiff and the steering wheel felt locked. I got it stopped and had to leave it in a store parking lot over night. The next day August 26, I went to Hart Kia and started explaining what happened to the van. The lady at service department ([redacted]) told me repeatedly that it sounds like your battery you got a bad battery. the battery will cause all of that - which I was fairly certain that it was NOT the battery. She would not hear anything that I had to say. So, I left Hart Kia went bought brand new $ 120 battery to put in van. While putting the battery in, my wife called and spoke to the manger [redacted]. He said same thing, that it sounded like battery or alternator so she asked wouldn’t the 5 point inspection check that? He said yes and said they tested good, he said the only thing he could do is check it out but we need to get the van to him - never offering to have it towed - we would have to have it towed at our expense. So I put the new battery in and started up and everything seemed fine so I drove it for a couple of days. On August 28th, the same thing happened to van. All lights in dash came on, the radio came on then off then on then off, I lost all power, steering and brakes in rush hour traffic with my 6 year old daughter. I got the van into a parking lot. Mind you my 6 year old daughter was in van both times that we lost steering and control of the van. We went back to Hart Kia again. This time the guy we spoke to ([redacted]) was very understanding and said he would have the van towed and check it out on Monday (today - August 31st). This was the second time we were there and the ONLY time that we were offered any assistance with our problem. This was also the only time we were offered a loner car OR the option of having it towed back to Kia. We certainly appreciate him taking the time to hear our concerns and offer assistance. We would like that to be acknowledged.

So today, they called and said they found the problem and it was the throttle position sensor was bad and there was a cut in air hose and the cost would be $350. My question is why did battery go completely dead a couple of hours after a 5 point inspection when we were told it tested good. I just don’t understand how a bad battery could turn into a $350 TPS .

Somehow, safety seems to be at the very bottom of the list. Somebody could have been killed driving this van especially on interstate, and luckily, I drove the van one more day. Had my wife been driving it from work, she would have been on a heavy traffic interstate at the very time I lost all control for the second time. How does a perfectly good running van with no problems end up like this after a recall is fixed?

My wife and I have some very big concerns with this whole situation. Initially, we were concerned about the battery being dead less than 3 hours after we picked it up from supposedly being "fixed". The battery was fried. We feel like this was absolutely known prior to us picking up the van and it was charged up enough to get us off the lot. Now, we are being told that there is a problem with the van that is going to cost us hundreds of dollars to fix after I just paid $120 for a brand new battery after Kia fried our other one (which by the way was less than 2 years old). We have both taken days off from work to have this “simple" issue fixed. We have lost time and money as well as going to have to shell out more money and who knows if this will even fix the problem. My wife is a nurse and has to have a dependable vehicle to get back and fourth to work and take our child to school and extracurricular activities. My child was scared to death when this happened. I’m quite serious when I say that someone could have been killed. We were very lucky that we were not injured when we lost all control of the car not once but TWICE after we picked it up from being serviced at your Kia dealer. Things like this don't just happen coincidentally the very day that it is picked up from service.

At this point, your customer service as well as service in general is completely lacking. I would certainly hope that your company makes some changes to its view on safety especially since Kia is advertised as family friendly vehicles. At this point, unless there are some big changes to our situation, I would not recommend a Kia vehicle to anyone and I most certainly would not recommend ANYONE get their vehicle serviced at Hart Motors in [redacted] We would appreciate any assistance that you can offer. Is this service or Kia?

Sincerely,

[redacted]Desired Settlement: Complete repair with guarantee of safety for my family. Reimbursement of the $120 spent on the battery. Reasoning as to what happened to kill the battery as well as why none of this came up on the 5 point inspection.

Business

Response:

Dear Mr and Mrs. [redacted], We are sorry you have had problems with your Sedona.The charging system obviously failed at some point causing the battery to run down.After you put the new battery in the vehicle, it soon became discharged as well. When the charging system fails and is not charging, it can and will "discharge" your battery. This is what happened to the Sedona, causing the power to go out, warning lights, etc. Without proper voltage, any vehicle and its computer controlled systems will fail and not perform as designed. The 2 recalls we performed on your automobile were not associated with the battery or charging systems. We do not know if the battery you replaced in the van was the original battery which came in the vehicle when it was new. If so, the battery could have been 8 to 9 years old and was probably in need of replacement anyway. We thank you for writing and sharing your concerns about your vehicle. We do not feel responsible for the maintenance costs associated with your Sedona. The recalls we performed were NOT associated with your battery or charging system. The 50 point inspection is a "check up" of the current status of your vehicle. It is no guarantee of what may come up in the future. Just as a physical exam by your doctor does not guarantee perfect health after the examination in the days and weeks that follow. Sincerely, Daniel Hart

Consumer

Response:

I have reviewed the response offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

Mr. Hart,

While

I certainly do appreciate you taking the time to respond to my complaint, I

have to say I find it a little strange that someone finally responded a week

and a half after my initial complaint. Very conveniently, the very day that we

agreed to have our car repaired and paid your company $346 out of our pocket

after bringing our car into your facility for only a recall repair. We had NO

problems whatsoever out of our car before we brought it there. The only reason

that we finally had our car repaired there was because our backs were against the

wall. We had a car that was not running and we could not afford to have it

towed to another dealer. Had we been able to do that, we certainly would have.

We had already paid $466 (including the $120 for the battery that was not

needed) out of pocket on our vehicle and absolutely would not be able to pay a

towing fee to have it moved to another dealer.

I do

not disagree that obviously there was a problem with the charging system or a

short somewhere (which there was not prior to us bringing our car in for the

recall repair). I don’t, however, appreciate you insinuating that I am being

dishonest about the age of the battery in our car. It was not the original

battery. The battery was less than two years old, which we reported to your

staff numerous times ([redacted] and [redacted]). After complaining about the

issue that we had to both [redacted] as well as [redacted], we were told by both that it

was the battery without them even looking at it. [redacted] did mention that he would

look at the car, but we would have to “get it there”, meaning having it towed

at our expense to your facility. He then told me that we should get a new

battery though, and that should fix our problem. No one offered to assist with

towing after our initial break down which happened to be less than two hours

after my wife pulled out of your parking lot.

I do

understand that you are not responsible for problems that may come up in the

“future”, however I don’t expect the “future” to be two hours after leaving

your facility. If an inspection of our vehicle was in fact done, as you say it

was and everything checked out fine. Please do explain to me how in less than 2

hours everything malfunctioned and my wife lost all control of the vehicle in

as well as steering (in the middle of traffic) just after it “passed” an

inspection? Did you do the inspection yourself? If not, I don’t understand how

you can say without a shadow of doubt that everything was done exactly as it

should have been.

After

our second incident (2 days later), we were told that it was our TPS switch and

the very next day were told that it was not our TPS switch but our alternator.

It went from being the battery to the TPS switch to the alternator. This makes

me question anything that is being done to my car at your facility.

I

also feel that your healthcare analogy was a bit condescending. It would be

more appropriate to compare this to visiting your family doctor and being

diagnosed with a broken arm, when it was in fact a heart attack.

After

our recent issues with your facility. We have spoken with quite a few people

who mentioned that they had problems there as well. One of which stated he had

the exact thing happen to his car after bringing it in for a recall repair.

My

wife and I will soon be in the market to purchase a new vehicle, however, at

this point I would not be inclined to purchase any vehicle from your dealership

and would certainly not have any work done to any vehicle there. We are

incredibly unhappy with how we have been treated by your company and feel that

your customer service is more than lacking. We are also unhappy that we were

not offered any resolution. I would hope that as a family owned company that

you would take pride in your customer service and try to do what is best for

your customers under your good name. Unfortunately, we feel that this has not

been accomplished. I would never refer any family or friends to your facility.

Sincerely,

[redacted] A

very unhappy customer

Business

Response:

Dear Mr. [redacted],We are sorry for your dissatisfaction with our service facility and our company in general.Each year we service thousands of our customers' cars and trucks. Our goal is 100% complete satisfaction. We realize 100% complete satisfaction is a lofty goal, and each year we sometimes have a customer that we cannot completely satisfy. Our performing a recall for under body corrosion on a northern state vehicle, and the brake light switch recall are not cause for any of the problems you have had with your vehicle.At the time of performing the 2 recalls, there was NO indication that the alternator would fail 2 hours after taking your vehicle home.Sincerely, Danny Hart P.S. Notes from my service manager regarding the repair and Hart's efforts to satisfy Mr. [redacted]

Mr. [redacted] bought this vehicle at [redacted]. The [redacted]'s had it at

another shop who advised to them to bring it to the dealer for the

recall. We did in fact offer

a resolution which they accepted.

1. We paid the towing

2. We participated in the labor $168.30 only charging them $49.95

for 1.7 hours labor for diagnostic and R&R the alternator.

3. We provided a brand new 2015 Kia Sportage with 3101 miles which

they kept for 12 days (at $40.00 per day equals $480.00) They

clocked 393 miles on our vehicle.

4. They stalled on authorizing the alternator because they had a

new car to ride. I told [redacted] to get our car back and then and

only then was their back to the wall.

Here is our expense in the vehicle we never saw before.

$75.00 tow bill

$168.30 labor

$480.00 rental fee.

$723.30 Total expense.

WE DID NOT CAUSE HIS ALTERNATOR TO FAIL.

I am truly sorry this man has had problems with his Sedona but

they are because of a lack of maintenance and 112020 miles not a

plug in brake light switch.

Consumer

Response:

I have reviewed the response offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

Mr. Hart,

While I

appreciate your second response, I feel that your customer service is completely

lacking and your service staff is unbelievably rude. Our car was towed after

the (SECOND incident), to YOUR facility when it broke down after leaving YOUR

facility. Yes, the tow bill was paid, as it absolutely should have been.

However, it was ONLY paid after we came to your facility for the SECOND time to

complain that our car had broken down yet again after leaving your facility. The

diagnostics were free, which absolutely should have been after my car broke

down after leaving YOUR facility. Do you routinely make your customers pay for diagnostics

to be done on their vehicles if they have a problem with them hours after

leaving? Most places would absolutely offer that service complimentary to keep

their good name if they stand behind the services that they offer. We were

offered a loaner car by YOUR staff on that Friday– we did not ask for one. We

were given the car, off of your lot (not a rental from an agency – a car off of

your car lot ) at 6pm on August 28th (Friday). We were told by [redacted]

that our car would be looked at on Monday or Tuesday of the following week. We

were called Monday afternoon and told that it was our TPS switch. I called back

on Tuesday and spoke with [redacted] ( I was not able to get back with him Monday

because I was at WORK and I didn’t get his message until after your office was

closed). I was told on Tuesday afternoon that they went back and looked at the

car again. I was told that they put it on the “computer” and were told that it

was the TPS switch. After looking into more depth, I was told by [redacted] that it

was NOT the TPS switch, it was the alternator.

[redacted] asked me if I wanted to have it fixed or not. I told him that I

would like to call around and get some quotes and advice from other facilities

before I had your service staff “repair” my vehicle. [redacted] stated it was perfectly fine for us to

call around and get quotes and just to let him know what we decide. After

calling a few places, we quickly learned that Hart is about the only place

around Roanoke that will work on Kias. So, rather than have our car towed to [redacted], we hesitantly agreed to have it fixed at Hart – My wife called

Friday morning at 8am to get a copy of everything that had been done to our car

from the beginning faxed to her at work for our records – 2 hours later, she received it. She then received

a call from [redacted] ( left a message – she is a nurse and is not readily available

to answer the telephone). He left a message on her voicemail stating he faxed

what she requested and that we needed to “figure something out because this

money was coming out of his pocket”. She attempted to call [redacted] back during

her lunch time – 1pm and was told that he had already left for the day and

would not return until Tuesday (he did not mention that he was leaving early in

his message). She was connected to his voicemail and left a message for him. We

had started this whole process with [redacted] – who knew the whole situation and

wanted to continue dealing with him. So, yes, we did have your car for another

few days because [redacted] was off and we were not able to get in touch with him. We had absolutely no control over that. It was

a holiday weekend and apparently, he took some time off. We were in contact

with [redacted] many times over that time period and he never once mentioned that

there was any fee or problem associated with us having your loaner while your

staff attempted to figure out what was wrong with our car. Only after my wife

requested a copy of the all of the paperwork and a rundown of everything that

was done to our vehicle did he mention anything about that. We most certainly

were not out joyriding in your vehicle. We needed a means to get back and forth

to work – which was offered to us, so we gladly accepted. We both have full

time jobs as well as have a child in school, daycare and extracurricular

activities that we need a vehicle to attend. My wife drove your vehicle back

and forth to work as well as used it to take our daughter to and from sports

practices and to and pick her up from daycare. We have a minivan for a reason.

The car we were LOANED was small and very inconvenient for us with children. To

insinuate that we stalled on having our vehicle fixed just because we had a “new

car to ride around in” is absurd. The fact that your car was newer than ours

makes no difference to us – again we were offered this loaner by YOUR staff. It

was returned in the exact same condition that it left your lot in as well as

had a full tank of gas. We wanted OUR car fixed, and to be treated RIGHT. We

were treated with an incredible amount of disrespect and greeted on many occasions

with a “that’s not our problem” attitude. To give us a run down and a tally of

all of the “hard work and money” you put into our vehicle is a joke and should not

be a factor in any of this. It is poor customer service. We are a hard working

family and feel like we have been treated poorly by YOUR facility and YOUR

staff. Also, your service manager is

incorrect with his facts. We did not purchase our vehicle from [redacted]. We

purchased it from [redacted] in [redacted] – not that it makes any

difference AT ALL where our vehicle was purchased. Is he saying that we would

have been treated differently had we purchased our car from your facility? I

would certainly hope not. We also did NOT take our vehicle to another shop

before coming in for the recall. We went to Autozone and purchased a new

battery – per the advice of your service manager and your staff member – [redacted]…

and of course this was incorrect information as we did not need a new battery.

The fact of

the matter is we had a problem with our vehicle after we left your facility,

not days or weeks later…. 2 hours. Had we been treated with respect from the

beginning, we would not be so upset. We were put off from the start. Had we

walked into your facility and been treated different the morning after the

first incident, we would not be so upset. I walked in the morning after the

initial breakdown – since your facility was closed 2 hours after we picked it

up the night before – and was immediately given incorrect information. Our

experience only went downhill from there. And unfortunately, continues to do

so.

I certainly

know now how you choose to run your business and treat your customers.

Sincerely,

Review: I went in to purchase a new vehicle for my wife. We was told that the credit was approved but needed 2 years of tax returns. I explained I was not willing to give that kind of information for a vehicle. I was willing to put money down and however much was needed I would do since it would help with overall price and payments. They said thats what was needed and it wouldnt work without. So we left.

1 week later we was told that if we could do $1000 down that the bank would do it without the taxes. So we went down the next day and signed paperwork, paid the $1000 and traded our vehicle in to complete the purchase. Then our paperwork gets lost in the mail or mailed to the wrong place depending on which person you get told by.

So we went back in resigned everything again, and now 2 and half weeks later we are being told that the same bank is needing the tax returns. I feel as I have been lied to so that a sale could be made. Now they have my wife worried to death she is going to loose her vehicle over an agreement they are breaking and blaming it on the bank. This vehicle is needed for Dr appointments, work and our 2 kids. One of which is 3.

This is my 3rd purchase and have sent numerous of people there to buy cars and I feel I am being walked on. All I am hearing is, its not our fault its the bank. But the issue I have is my agreement was with Hart Motors. I agreed with Hart Motors on this purchase, paid my downpayment to Hart Motors and agreed to terms with Hart Motors.

I understand financing. I work in financing and know how it works. But when my customers agree to terms with us we have to honor them. Not the bank. I need this resolved. Nothing bothers me more than to know my wife is 100% upset and worried over this and I am feeling lied to by a company I have been loyal to over the years. This has been the worst buying expierence in my life. Now I am the one scrambling to find financing weeks later on a car that we have already been in.

We can not afford to loose this car now because of Dr visits as I explained for my childrenDesired Settlement: All I want is for [redacted] Motor to honor the terms we agreed on and honor the financing I signed a contract for.

Business

Response:

Hart Motor Company is working towards a solution regarding suitable financing on the automobile for our customer.The information provided by the customer regarding income needs to be verified by the bank. To date, this has been the main issue before us.

Consumer

Response:

I have reviewed the response offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

I and my wife provided every bit of information that was asked of us. They then recently as of last week contacted me saying "hey great news we found a new lender that will take the loan as is with an additional $1100 down but your payments will be $10 higher" Being that from the beginning I said I was willing to put down what ever was going to be needed to help out on the monthly payments and overall. I paid the $1100 the same day and left work now for the 4th time to sign more paperwork. Friday I was called by this bank saying that they took the loan and was going to be sending me out info regarding payment books and such that would be needed to make sure I made the first payment due in July. Now this morning I get an email from my sales person stating that the bank now needs my landlords phone number and name. I faxed the bank a copy of my lease along with her name. I am not willing to go against her privacy and give her personal cell phone number out or house number out. That to me is to much information and if this is not resolved I would like all of my money back and wash my hands of this. I have already spoken to a different dealer that has gauranteed me that with all of the money Ive spent on downpayments that they will get me into the same car for the same money. Just to clarify over the last month or so I have now given the following information for a car. Not a house a car. $2100 in cash$925 in trade in value2 months of bank statements from 2 different accounts3 months worth of paystubsCopy of lease from move in date to the current that was just signed Copy of 3 different bills to verify where I liveI also now have over 50 credit inquiries on my credit report where it was ran multiple times on different dates I was told by [redacted] Motor company that everything was good this time. Again I feel I am being ran through the ringer and no one wants to admit it. All I hear is its not our fault. In my opinion the way I am being treated by this well known, well established, car dealer that my family has dealt with for years is acting like they just got into the business.

Regards,

Business

Response:

Dear Mr. [redacted], Occasionally we have information provided to us by consumers which the bank(s) must verify. When banks cannot verify, we are faced with finding alternative lending sources for consumer loans.We are sorry this particular loan process was slow, but we were faced with going to a different bank to procure the loan for the consumer.All stipulations for consumer loans are predicated by the bank and not the dealer.I apologize for this collectively frustrating experience for you and your family.Sincerely, [redacted]

Review: I purchased a 1997 Mercury Sable from the Hart Pre-Owned lot (Buy Here/Pay Here) the last part of last year (2013). It had some damage and a not-so-great CarFax report and was overpriced, but I had no choice if I wanted to be able to get to work. The very day I drove off the lot, I had to return it for repairs. I had to return it many times during the first few months and throughout the time I've had the car. I drove a Loaner vehicle more than my own car,That I was making payments on Faithfully . I thought Most issues had been resolved (with the exception of a repair they told me had been done but ,less than an hour later,a mechanic in my family said had not even been touched since there were no smudges or prints in the grease on a part that must be removed to reach the part supposedly "turned" and the service engine light staying on and a few other things they told us weren't a problem to worry about). Then, On Monday April 7, 2014, we had to take it in due to the driver door not shutting properly so the interior light remained on and it wouldn't lock, The horn, cruise control and Airbag wasn't working(airbag light on/blinking), And a horrible noise in the front when we went over a small bump. We were put in a loaner. Again. And we asked them to change the oil while they had it for Diagnostic and to tell us what it needed to fix it, and price quote for repairs, Before doing Anything. Then, days later, they called to tell us it was ready to pick up. Someone went to the lot to pick it up for me,and they had repaired the airbag,horn,and cruise and done the oil change/lube/filter. Without checking with us first on the repairs. And we were given a bill for over $150 for that repair and a quote for the door for Way too much; a notation on the paperwork said the tires were the problem causing the noise,And that the oil/lube/filter had been done. Just a few hours later, that evening, The oil light came on and the car lost power going up hills. I called but, of course service people had already left and the man who answered said he was sure they just didn't reset a sensor and there was probably nothing wrong. The car was taken back to the lot the next morning, where it was found that there was water in the oil, and Another Loaner was issued. We called a few days later to check on it and was told it would cost close to $2000 to fix. I let them know that I was already "upside down" in the car with just the purchase price of $4999 and that putting another $2000 into that car was even farther over the value of the car. *The sales man the day we got the car knew we were desperate for a vehicle because we lived where there was no bus service and I needed to be able to get to work. He gave two choices of cars, neither that great. The CarFax had a much lower value for the Sable. So he "lowered" the sale price from $5999 to $4999, which was still way over value.* Anyway, We did not pick up the Sable since it was having this big problem. The loaner they had given us This Time was returned,just as I had returned all the loaners previously. I had to get another mode of transportation to drive until I made a decision on what to do about the junk Sable. Today I got a voicemail from my insurance saying that my sable had been in a collision, which it never was while I had it. This place has No ethics. First they sell a worthless car(For far too much, to someone who they knew had no other options at the time); then even after tons of repairs, they do a repair before even checking with us, And do an oil change that ended up making things worse, ((which I didn't think was possible)). Now they are trying to convince my insurance that the Sable has been in a collision. This has to be illegal on so many levels. If it isn't, then the law only protects rich corporations, not the average American. No One should have to deal with dishonest business tactics such as these. Ever.Desired Settlement: Let me out of my sales contract (buy here pay here) and make sure this underhanded, dishonest tactic isn't used to cause damage to other people in the future. And the claim on my insurance is unjustified and should be withdrawn.

Business

Response:

Vehicle purchased on 9/12/2013. Vehicle was traded in by older gentleman in excellent condition. Before selling the vehicle we did: oil change, wipers, air filter, washer hose, brakes, coolant reservoir. Carfax and price were agreed on by customer. Customer had no other option at any other place to purchase a vehicle. We gave them a chance and reduced the price to help them out. The customers father, a mechanic, was with them when they bought the car and said it was a good car. The vehicle was purchased " AS IS".Returns:9/12- Cleared evap code because we assumed gas cap was loose. NO CHARGE9/17- Check engine light on and Brake noise. Gave loaner. Replaced Purge Solenoid and Checked brakes. Brakes were ok and New. NO CHARGE9/18- Vehicle brought back for SES light, Trans fluid leak and car would not steer. GAVE LOANER. Vehicle was towed in and obviously had been wrecked. Customer denied this, but the mud under the vehicle and the damage made it obvious that an accident had occurred. We replaced the steering column because it was broken. We replaced the trans lines that had been ripped out and we replaced the PCM in order to take care of the SES light. This bill was absorbed in the deferred gross profit of the deal and the customer was charged nothing. When they returned our loaner they had used the cup holder as an ashtray to put out their cigarettes and the car was extremely dirty.7 months later- 4/7Brought in because door would not lock, air bag light, horn and cruise not working and noise in front end going over bumps. No problem found with car going over bumps. Tech stated that the car had two bald tires on the front and needed to be replaced. This WAS NOT related to the noise going over bumps. Gave estimate on fixing the door locks and replaced the clock spring to take care of horn, airbag and cruise issues and did oil change. This charge was put on customers service account and they had no money out of pocket and we provided them with a loaner again. 4/16Vehicle came back in because oil light was on and customer stated that the oil was over full. We then checked checked and found that there was water in the oil. There was no indication of anything wrong at the time of the oil change. We feel that either something just went bad on the vehicle and it just coincided with the oil change, because an oil change is not going to cause an issue or we feel that the customer chose to sabotage the vehicle in order to get out of their obligation. We quoted them a price on fixing the vehicle and even discussed trading them out. The customer stated they would get with us Friday evening and discuss options and never did. They showed up early Saturday afternoon with Temp tags on another vehicle with our loaner car. They proceeded to go to their vehicle and told our representative they were looking for a piece of paper in their car. They stated that they were sorry they did not come in on Friday night to fill out credit application and would be back later that evening to take care of that. Our representative spoke to them a little longer and went back inside and five minutes later noticed them leaving in the vehicle with the 30 day tags on it. Our representative then noticed that our loaner was left with the keys on the seat and their plates had been removed. Upon them leaving our representative noticed a fair amount of fresh damage that had been done to the vehicle. He called the insurance company to see if a claim had been made. They informed him that one had not, so he put in a claim to have the vehicle fixed to protect our interest.The payoff on the vehicle is 4080.38 as of 4/22/14. The customer has a signed contract and is obligated to make the remaining payments. We are willing to release them of their remaining obligation pending approval from the insurance company to pay us for the damage done to our vehicle under the customer's care.We have worked with the customer on EVERY issue they have had. We have provided them with transportation each and every time they have come in. We have absorbed expenses on fixing the vehicle, even when we felt that they had done the damage. They have proven not to be truthful and not appreciative of ANYTHING we have done to help them out since the beginning.

Consumer

Response:

I have reviewed the response offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

Re: Dear Sirs,

Im filing this complaint because Hart Motors sold me the Mercury Sable in Sept 2013 after telling me / us that it was a good car. It has been trouble since the day I bought it. below is a list and dates as close as I can remember them. In September 2013, I was on the way home the first day I got the vehicle the check engine light came on , the brakes were squeeling and the wiper blades squeeled on the window because the wiper blades were old. so I took it back to the dealer and they turned off the light. and said it was a sensor. we were told the car was fine so we left. Day 2 We were having the same problems with the car, we took the car back to the dealership and were told that we didnt know how to drive the vehicle because we live on bent mt. and ride the brakes going down the mt. I know how to drive and everyone knows brakes dont go bad in 2 days. Day 3 while driving down the road the car started losing power and cutting off, so I safely got the car off the road and noticed it was leaking fluid and smoking from under the hood. that is why it was towed in. they asked about the mud underneath the car. we explained it was from a friends driveway. The dealership told us that there was more wrong with the car than theY knew about when they traded it. several things were replaced on the car while it was at the dealership. the loaner we got the check engine light came on and brakes squeeled the day we got it. we called the dealership and told them, they said they didnt check the car so they didnt know the loaner had problems. The loaner was sitting on the lot before we got it. The dealership lied to us from the begining and repeatly tried to act like we were is. The last time we took the car back due to issues it was having the horn didnt work light inside wouldnt go out, and airbag light stayed on. It also needed an oIL change. a week later when we got our car back, we noticed it was losing power, the oil light came on and the car was rattling a few hours after we picked it up, so the next morning we take it back to the dealership and were told there was water in the oil tank. Then the dealership tryed to say we sabotaged it. WE NEVER TRIED TO SABOTAGE THE VEHICLE. Now he is attempting to file a claim with my insurance for the last loaner we had ( A Taurus). We were told we could smoke in the car as long as we cleaned it up before we brought it back.when we first got in the Taurus, there were four cigarette butts in the ash tray which we cleaned out we did not smoke in the taurus. there was nothing at all wrong with the Taurus when we returned it we even cleaned up the mess that wasnt even ours. Are salesman and businesses allowed to file false claims on a customers insurance without notifing the customer first? Are lies and accepted tactic for sales people to use to make money? Signed, [redacted] Complaint ID [redacted] Re: Revdex.com Re: [redacted]

Review: My truck was not repaired correctly from an accident and now the vehicle has frame and appearance issues that were not there before the accident. Frame was not put back correctly and the bed of the truck does not line up with the cab, bodylines and bumper not in the same place as they were. Rear frame section was not welded in correctly, there is a height issue that was not checked or any attention paid to it. I even offered the service manager a G M shop manual to go by but he completely ignored me and had insinuations that I don't know anything about mechanical stuff. I had to make 3 trips to the dealership to get my vehicle back and it still is not right. Service manager admitted that he did not have enough time to look at the truck and had failed to do so because on my 2nd trip to the shop I crawled under the truck and started handing him bolts and nuts that were not even tightened up and pointed out other things that were wrong, good thing I did not take my truck and try to pull a trailer down the road because it would have came off. I want to talk to the owner of the company and have them look and see what kind of non quality work that their repair shop is turning out.Desired Settlement: I want my truck put back like it is supposed to be.

Business

Response:

We worked with the insurance company on this repair directly. Please see attached. Hart Motors followed the instructions given by the customer and the insurance company.

Customer came by with a copy of an estimate that he received from [redacted] in the amount of

$2297.79. We went over estimate with customer, setup appointment and ordered parts at that time.

Customer dropped vehicle off for repairs on May 27 around 4:30 pm. After disassembling the truck and

pulling the frame assembly, we decided to replace the rear section of the frame with an original

manufacture assembly.

After completing the repairs to the vehicle customer came by on June 16th to pickup truck, he

wasn't satisfied with the aftermarket trailer hitch that [redacted] requested that we install. He was also not

satisfied with a ding in the left bedside behind the wheel under the bottom of the bedside. Customer

also noticed that a bolt on the trailer hitch was loose. Customer request that ding be repair and to

replace the trailer hitch with an original General Motors hitch. We called and spoke with [redacted]

from [redacted] he authorized replacing hitch with General Motors part. We repaired ding in left bedside

and replaced trailer hitch. On June 19th Called customer advised that vehicle is ready he came by and

looked at vehicle, he request that his truck have alignment completed. He also wasn't very happy with

the floor of the bed assembly he stated that it looks worse than when he dropped vehicle off for repairs.

Customer stated that he wanted that replaced and he is concerned about the frame he believes the

damage on the bed floor is due to the frame assembly being installed wrong. [redacted] and Customer

requested a copy of the measurements on the frame assembly. [redacted] from [redacted] looked at

bed floor and advised if we replace the floor pan the vehicle will total loss. The total amount of the

repairs are up to $6311.44. We called customer and he doesn't wish to total his vehicle so he accepted

$1000.00 appearance allowance on the bed floor so he could retain his truck instead of totaling vehicle.

We had vehicle alignment complete everything was found to be in factory specs (copy is attached). We

also put truck back on the frame machine and re-measured frame assembly, which was found to be in

factory specs (copy is attached). We called customer and advised that everything is with in factory specs

and that we also have a print out of alignment and frame specs for him, also advised him that the

technician repairing vehicle stated that the floor reinforcements are bent and that is what is making the

bed and off to the cab and the bumper assembly. Customer came by and picked up vehicle of June 27.

Consumer

Response:

I have reviewed the response offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

The problem with my truck is that the new frame section that Hart welded in place to fix the damaged one was just slid in and welded to the front frame. When they reinstalled the bed it bent the supports under it causing it to bow up in the middle front to back and side to side. The body lines from the bed to the cab used to match up well even after the collision and now there is a very noticeable difference in them and the gap that is between the bed and cab is very noticeably different from top to bottom. All this is from the back of the frame not being leveled properly so the bed would fit as it did before Hart got it. I must also add that I felt pressured to hurry up and get the truck off the lot because they didn't have time to make it right, or didn't want to put the time into it. To quote Mr. [redacted] he said he hadn't really looked at it that close. My first 2 trips to get my truck and not accepting it and then having to point out things confirms this. When I picked up the truck it was take it or total it and not be able to buy it back and retitle it as a salvage title. That was pretty much what was stated in a phone conversation with Mr. [redacted] As I stated before Mr. [redacted] should take a look at the workmanship himself. I don't think he would accept this kind of work himself.

Business

Response:

Hart Motor Company would like to have an independent body shop measure the truck to determine what can be done for this customer.

We would like to have the customer schedule a time to bring in the truck with [redacted]. We would then get Mr. [redacted] a rental car to drive while the independent body shop does the prescribed measurements.

If this is acceptable, please call us at ###-###-#### and ask for [redacted] so we may make arrangements.

Sincerely,

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. This has been resolved.

Regards,

Review: I took my 2012 Kia Optima EX in for an oil change and when I went to pick up the vehicle, I found that the steering wheel was scratched. I contacted the service manager, [redacted], to see what could be done to repair the steering wheel. He expressed that he would not do any to fix/ repair steering wheel, due to the cost of the product damaged. In this conversation, the service manager, [redacted], was very disrespectful in the way he expressed his opinion, and also did not express any concern for the damage. Customer service not up to standard. I then contacted the Vice President, [redacted] expressed little to no concern and stated that he would not under any circumstances repair the damage due to it requiring a replacement of the steering wheel. I feel that the Service Department and the Vice President expressed very little customer service and concern for the issue at hand.Desired Settlement: I would like the damage on the steering wheel to be repaired to like it was before taking it in for the oil change, if that means replacing the steering wheel, then I would like [redacted] Motor Co. to replace my steering wheel.

Business

Response:

Dear Mr. [redacted], I attempted to assist you with the "scratch" in your leather wrapped steering wheel Friday night by using a leather conditioner on the area and all around the steering wheel.As I was working on the steering wheel, you told me I "had no interest or concern for your problem..." I could not believe you genuinely felt that way!I shared with you that I thought the damage in question(located at 10 o'clock on the side of the steering wheel) was caused by a ring as the steering wheel rotated back to center after a turn.Then, you mentioned that the same thing happened to your parents on a car they had purchased from [redacted].The car you purchased was a 2012 used car, but was in excellent shape, and well cared for by the previous owner. The previous owner drove the car approximately 26,000 miles.After seeing the Revdex.com review and Google review posted from you over the internet, I am very disappointed you felt the need to try and slam our company for something like this.This morning after reading your reviews, Hart Motor Company called the previous owner of the car you've owned since June, 2014. The previous owner stated that the scratch WAS there, and that she was "not sure how it got there." I respectfully ask Mr. [redacted] to remove his negative rants on the internet regarding our company and this issue in particular.I truly believe Mr. [redacted] thought that we damaged his car while servicing the vehicle and that is why he is standing up for what he believes to be the truth.I applaud Mr. [redacted] for his conviction. Sincerely, [redacted]Vice President[redacted] Motor Company, Inc.

Consumer

Response:

I have reviewed the response offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

Mr [redacted]: I do agree there were slight indentations in the leather on the steering wheel on the top and bottom when I purchased the vehicle. I accepted this as a used vehicle and that it was not perfect, however; there were no scrapes. When having my car serviced by "professionals", I expect to receive it back in the same condition or better, not damaged. After service there were noticeable scrapes along the left-hand side of the steering wheel which I immediately brought to the attention of an adviser, [redacted]. It has been suggested by Mr. [redacted] that the scrapes were caused by a ring worn on the left hand. I do not and have not ever worn rings. I am the only person who drives the vehicle. If the service technician is innocent, I suggest starting with the service adviser, [redacted], who drove my car into the garage for service. My car was damaged at some point from the time I left it in the care of Hart Motor Co. It did not have scrapes on the steering wheel when I dropped it off and it was damaged when I picked it up 30 of December of 2014. I stand behind my previous statement that the vehicle was not damaged before going into the shop, and when I picked it up, it was damaged. I am upset because of the blatant disrespect that was shown to me when I brought the problem to the attention of management.Thank you for your time.

Sincerely,

Business

Response:

My employee who sold the car new called the original owner because he remembered that there were abrasions or something regarding this particular car and the steering wheel. I heard him make the phone call (as his office is across the hall from mine) and ask the customer about her car, and proceeded to ask if she remembered any scrapes or abrasions on her steering wheel...she told him that it did have the abrasions, and that she was unaware of how they occurred.I do not know how I can make this any more clear that the imperfections existed prior to Mr. [redacted] taking ownership?If the customer really wishes to purchase a new steering wheel, he should be prepared to spend approximately $511.54 including taxes etc. whether he has our shop do the work or another KIA dealer of his choice.Sincerely, [redacted]

Review: on 5/21 I contacted hart for a quote on a transmission and installation on my 2012 kia sorento spoke with [redacted] in regard to the installation at that time he stated it was a 6 hr job and the transmission would arrive on wed the 28th and the car would be ready on the 29th for pick up my wife asked him if he could guarantee the total cost of the installation would be 750.00 or less [redacted] stated yes I picked up my car today 5/30 after finding out on the 29th at 2pm that they had not even begun the installation even though the transmission had arrived on wed the 28th before 11 am when I picked up the car the total bill was 2052.07 the transmission was the agreed price of 1083.35 however the total installation cost including the fluid was 889.82 when we questioned this they stated that the 750.00 price did not include the fluid they also never gave us any paperwork for the warranty on the transmission nor did they tell us what kind of warranty came with the transmission we are extremely dissatisfied and do not feel this matter was handled properly they were also suppose to have checked on an oil leak in the engine and a determination for what caused the transmission to lock up we were not given any information about either matter I have determined that 8 qts of transmission fluid from any auto parts store would costed between 40.00 and 56.00 that is a lot less than 206.72 which is what they charged for the fluidDesired Settlement: I would like an apology and a refund of the difference

the refund should be 150.62

Business

Response:

Hart Motor Company apologizes for any misunderstanding regarding the transmission work order performed on the 2011 KIA Sorento with 238,000 miles.

We have cut a check for $150.64 and the customer should receive this very soon.

The remanufactured KIA transmission carries a 12 month or 12,000 mile warranty.

My service advisor spoke with the customer regarding the oil leaks. The leaks were determined to be coming from the timing cover and oil pan gasket.

The determination of the failed part was not done because the manufacturer asks us to return the transmission core in its entirety.

I believe misunderstanding stemmed from the customer requesting the part from my parts counter, then getting a labor quote from my service advisor independently. I have asked my service advisor to give future quotes for jobs in their entirety and supply the customer with a printed written estimate so all parties are informed.

I have a very capable service manager who would have been happy to speak with the customer in private and answer any questions or attempt to work out any differences regarding our services.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.

Regards,