Herson's Used Cars

Hello [redacted],
This email is in regard to the Revdex.com Complaint ID: [redacted].We mailed a check in the amount of $400 to Mr. [redacted], please see attached copy. Our finance assistant, Donna M[redacted] is also in contact with Mr. [redacted] to ensure he receives the check. The manager he was...

attempting to contact was moved to a different position so he did not receive the messages from Mr. [redacted]. When I spoke to Mr. M[redacted] regarding this matter he said the bank took a long time to fund Mr. [redacted]'s loan and that contributed to the length of this delay. We will follow up and make sure that Mr. [redacted] received his check and is satisfied.Thank you and have a great day!Laura N[redacted]Marketing ManagerHerson's Auto Group###-###-####Attachments areaPreview attachment DOC063.pdfPDFDOC063.pdf

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. 
Regards,
[redacted]

November 10, 2015
Dear [redacted]:This letter is in response to the complaint filed by [redacted] concerning the 2008 [redacted] purchased from Herson's Used Car department on October 3rd, 2015. [redacted] purchased a used vehicle that is 7 years old and had 111,555 miles...

on it This vehicle was sold "AS-IS". Enclosed are copies of the Federal Buyer's Guide, MD Notice of Exclusive or Modification of Implied Warranty, and our own notice to customer of "AS-IS" vehicles, all signed and agreed to by [redacted].Herson's sold this vehicle in good faith with proper notification and disclosure to [redacted]. Herson's understands [redacted]'s frustrations, but will not be offering any kind of assistance with his vehicle.Very truly yours,
William A.
Executive Vice President

Review: Herson's Kia provides terrible service. Very unwilling to accommodate customer's needs and cooperate. Every time I went in for a service (oil change), they left oil stains on my seat, forgot to replace ALL the parts to the car and left all my stuff on the floor that fell on the floor when they were "checking" the filter on my AC that I never asked them to do. Also, I went in for an issue regarding the auxiliary audio port. There were scratches all over the interior. The service manager at the dealership told me to come in so that they could take a look at it-NOT fix it. I was late to work that day. The manager said he would have to order the parts and told me I would have to come back in to the dealership when they receive the parts. The parts arrived late. I scheduled an appointment for a Friday when I actually had a day off fro mwork and I received a call from the dealership saying I cannot come into the dealership since they are short staffed. I asked them if I could come in on Saturday and the dealership refused since they only have 2 technicians available so I wouldn't be able to. I asked the dealership if they could have another technician that Saturday to get my car fixed but the dealership refused again. I do not understand why I have to go out of MY way to get THEIR mistakes fixed. Why can't they go out of their way and schedule a technician for a Saturday so that it is not inconvenient for me for something they clearly messed up. I am very angry and do not ever want to go back to the dealership with their terrible service.Another issue is that my car has trouble with the push button. I came in twice for the issue and the dealership refused to fix since they couldn't the problem. They sent me home without resolving the issue every I went in and my car had trouble starting many times. THIS THE MOST UNPROFESSIONAL DEALERSHIP I HAVE EVER DEALT WITH. They need to train their employees for mechanical skills and their customer serviceDesired Settlement: All car parts and services should be free of charge for the remaining of the warranty.

Business

Response:

7/18/2014Dear Revdex.com,In response to complaint #[redacted] we will try to answer in order complaint vs resolution.1. We at Herson's Kia provide excellent service to customers. Our dealer rating is 945, which is the third highest rating in the Washington metropolitan area.2. In response to leaving oil on the seats. We can only apologize and offer to clean the vehicle at no cost to the customer. We take precautions against this but these things can occur.3. In response to things left out of the glove box. We check every vehicle for maintenance issues (cabin air filter). The cabin air filter is located behind the glove box. We have made many maintenance reccomendations to the customer in reference, one of the recomendations was the cabin air filter. All maintenance reccomendations to date have been declined by the customer.4. In response to damaged parts. During warranty replacement of the power outlet socket some very minor marks were left in the plastic trim. Some of these plastic parts are very difficult to remove without no trace of access. This is why we needed to see them first before replacement could be ordered. After inspection we ordered these parts even though minor marks occured. The parts were replaced at no charge to the customer at a later date. We also had the vehicle cleaned as a courtesy.5. In response to Saturday hours for installation. Our saturday hours are designated maintenance and quick lube with a limited staff on the schedule. Level c technicians are on duty. Also with already having a concern no management is on duty on Saturdays to resolve any issues.In response to the outcome/settlement, Herson's Kia will never agree to this outragous request. We feel we have properly handled all of the customers concerns at this time. A rental vehicle was provided to the customer on Friday july 18th and all of the concerns have been taken care of.Joshua K

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. Please see the attachment.

First and foremost, I would like to reject Joshua K[redacted]’s response to my concerns. Mr. K[redacted] purposefully neglects to mention one of my primary issues – my push button start. On multiple occasions, I brought in my vehicle to have this issue resolved to no avail and with less than courteous interactions. Additionally, when asked to find an alternative solution to my problem, Mr. K[redacted] stated “We can no longer help you.” Furthermore, last weekend, I visited another KIA dealership on Saturday to assist me with this matter and they identified the problem with my push button start within a few hours, which in turn forces me to question Mr. K[redacted]’s integrity.Next, with regards to the oil stains left on my leather seats. Yes, accidents due occur, however it is not my responsibility to pay for the damages left by a negligent employee. I understand that oil drops may accidently come into contact with my seats; nonetheless, I expect my car to be cleaned if such an incident does happen. Additionally, removing ones belongs from their glove box and not replacing them is unacceptable and unprofessional. I should not expect to find my personal items sprawled along the floor of my car.Finally, a dealership stating they cannot properly access part of my vehicle without “showing signs of access” is laughable. One should not find multiple marks on their vehicle in order to diagnose a small problem. This is further proof Mr. K[redacted] is not certified to service a vehicle at any level. This combination of incompetency and poor customer service cannot go undocumented.Presently, KIA has graciously washed the outside of my vehicle, which seems counter intuitive to an appropriate response since my complaint was for the removal of an interior stain. KIA has also replaced my center counsel; however the part was installed incorrectly and I was forced to utilize another dealership to resolve my push button start issue.In conclusion, Mr. K[redacted] did not resolve my problems and he was less than respectful during any follow up conversations. Our last interaction ended with Mr. K[redacted] stating, “Deal with the Revdex.com, I am done.” I would like KIA to pay for a complete interior detail of my car for the issues they have caused and I will not accept a detail from their dealership due to their continued inhospitality and incompetency. Also, I would like 3 free oil changes and 1 tune up to be compensated for my time.Regards