Import Motors of Old Saybrook

[redacted], came to the dealership Old Saybrook Kia Mazda requesting we help her get a vehicle. She stated she had poor credit and filled out a credit application and ask that we try and get financing for her. We submitted her application to lenders but were unable to get her financed....

she became very rude as was ask to leave. We were nothing professional with her. Unfortunately we were unable to help.  ThanksFran D[redacted]GMOld Saybrook Kia Mazda

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.
Sincerely,
[redacted]

In response to [redacted] complaint, It was explained to her that we have a ten day policy regarding personal checks. She has called every day screaming and demanding her money back. We did refund the $2000.00 she put on a credit card and have explained multiple times that the $3000.00 would be...

refunded after 10 business days. I explained to [redacted] that calling multiple time everyday to yell would not change our policy but she has chose to continue this action. The 10 day mark is Tuesday the 21st and her refund will be issued and mailed on the date. Fran D[redacted]GMOld Saybrook Kia Mazda.

Review: Car that was sold to us unsafe.

Financed 2007 Hyundai Azera with Kia of Old Saybrook in April 2012 and was present with my fiancee.He notice that the drums on the wheels of the car were rusted and the salesman told him it would be alright and back tire on the drivers side was flat.He took it to the back and put air in it.After 2 weeks of having the car he had to keep putting air in the tire once a week because of low pressure.February 28,2013,he took the car to get 4 new tires on it.The mechanic came out and told him that the front and rear brakes and the front and rear rotors are rusted out and falling apart.I emailed Kia of Old Saybrook 3 times since then and got no response.My fiancee contacted Kia on June 9,2013,the manager told him to contact the service dept.The service department basically told him that before I purchased the car a safety inspection was done on the car and he told my fiancee that we put 21,000 miles on the car in 15 months and that probably was the cause of it.A mechanic came to our home and checked everything,test drove it and found that the back is going metal to metal,grinding squeaking and smelling.The front are completely done.it is the mechanics belief that the car was given to us with the brakes and rotors on their way out the door because there is no way that you would buy a car,finance it and 10 months later the brakes and rotors are rusted and falling apart.I have 2 children and that is very unsafe,we cannot even drive the car and we are living on a one person income and cannot afford to get this car fixed.Desired Settlement: Would like for them to fix the car free of charge or give a replacement car in very good condition for the price that we owe on the 2007 Hyundai Azera.

Business

Response:

Business Response /* (1000, 10, 2013/07/11) */

Contact Name and Title: [redacted] Service Manage

Contact Phone: XXX-XXX-XXXX

Contact Email: [redacted]@saybrookkiamazda.com

Dear [redacted] My name is [redacted] and I am the service manager here at kia-mazda of old saybrook. My email is [redacted]@saybrookkiamazda.com my phone is XXX-XXX-XXXX. I would like to know the email address that the info was sent to. I have received the complaint and pulled the file and a Safety check was completed on the vehicle on 01/27/12 with 97,306 miles on it. In the safety check the technician noted the front pads had 8 mm left of pad and the rear brake pads 6 mm left. The rotors were in good condition. Also he noted that the tires were 7/32 in the front and 9/32 in the rear. Legal limit is 3/32 on tires. Also was noted that the valve cover gasket was leaking oil and was replaced by the dealership. Now on 3/15/2012 the vehicle would not start and sales authorized to have the battery replaced. The vehicle has not been back to our service department for any issues since the customer purchased the vehicle. I do not know how many miles are on the vehicle now at this point, we would gladly inspect the vehicle at no charge to the customer and let them know what needs to be done and give a Fair estimate for servicing the brakes and tires. As you know we live in New England and winters are rough and with the state of CT. using a liquid for the roads, metal is rusting out faster and damaging components. Typically new brake pads last between 35,000-45,000 miles depending on the driver, driving conditions and travel conditions, vehicle load Etc.

Review: I purchased a vehicle fro Kia of Old Saybrook on 7/27/2013. when I went to test drive the vehicle they said that they could not locate the key. apparently one of the sales guys took the key home without them knowing. they then told me that they would have to get the car towed to the [redacted] dealership to get a key made. well somewhere in between them getting a new key made the other original one showed up. when I purchased the vehicle I was given two keys of which one did not work. being that one key was mine and the other is my wife's, it took me a couple of months to realize that one key did not work. on 10/21/2013 I called kia to, let them know of what happened and then the called [redacted] in Hartford to find out that I still had some of the original manufacturers warranty left on the car. I bought the car in around 4:30 pm. they said that it seemed like both keys were not present when kia got the new key programed. [redacted] said that reprogramming is not covered under the manufacturers warranty. I feel as if Kia should cover the cost because I still have 3 month bumper to bumper left on my warranty and also I feel like it was Kia's responsibility to give me a key that worked instead of wiping their hands clean of the whole situation. the sales managers name is [redacted], and he is yet to return my call after the message I left on 10/21/2013.Desired Settlement: I will like to be reimbursed my $160.00

Business

Response:

In response to the issue with the key not being programmed, the sales manager will reimbusre the 160.00 to have it programmed to the customer. The customer needs to contact [redacted] on Monday 11/11/2013 for him to pick up a check from the dealership

Review: I filed an informational complaint against this business. After investigation I realized that Kia of Old saybrook actually did 8 hard pulls to my credit as well. I asked them politely several times to not check my credit more than once!.. they proceeded to complete 8 hard pulls to my credit!.Desired Settlement: I want the 7 extra unneeded credit pulls taken off my credit. They should be fined for doing things like this!!.. they really shouldn't be allowed to mess people's credit up and then refuse to help get them into a car!.

Business

Response:

[redacted], came to the dealership Old Saybrook Kia Mazda requesting we help her get a vehicle. She stated she had poor credit and filled out a credit application and ask that we try and get financing for her. We submitted her application to lenders but were unable to get her financed. she became very rude as was ask to leave. We were nothing professional with her. Unfortunately we were unable to help. ThanksFran D[redacted]GMOld Saybrook Kia Mazda

Consumer

Response:

Review: [redacted]

I am rejecting this response because: that is not how the experience went. I told them my credit was not the best they pushed me to run it anyways, I told them please just one hard pull because I've had dealerships do multiple pulls. They claimed they couldn't get me a loan but wanted to lease me the car for dbl the price. When I said they were not being completely helpful and said I wouldn't leave a review they refused to help me!. Then I got home and got an alert that they had checked my credit 8 hard pulls!. So because I have bad credit dealerships can do as many hard pulls as they want to my credit report??!!!!!... I was not rude, I was just not trying to get overcharged and scammed. They did worse and checked my credit 8 times!...how is this business Revdex.com accredited? The business needs to adjust the 8 hard pulls they did to my credit! They only had permission to do one!.

Sincerely,

Business

Response:

The Dealership does not pull credit 8 times per the customers request we tried to obtain a loan for her. When a loan application is submitted to a bank they look at credit. Even now reading the customers commits the story changes, We were very polite to the customer, and even after we ask her to leave she remained on the property for over 15 minutes saying she was going to file a complaint. That in its self shows the customers actions. As far as the double the price statement by the customer she did not feel she should pay interest, I explained if she was granted a loan it would be a high interest rate based oh her credit history. We did all we could in a professional manner and there is nothing else we can do for this customer. Thank YouFran D[redacted]GMOld Saybrook Kia

Review: While at work I called as per advertisement to get a price quote on an advertised vehicle. The difference between the price given to me by the salesman [redacted]was significantly higher, then the price given to my wife from [redacted], the sales Manager. At no time did either of us mention a trade-in. When I called back to ask [redacted] the sales Manager why there was a difference, he said the error was [redacted] and his quote was correct. I arranged to view the car later that day.During the test drive, the price now quoted by ** was the earlier price by [redacted].The contractual agreement progressed rather smoothly. My car was appraised for fair value and all was set. As the contract was being drawn, the loan manager came out to tell me that the price stated for the vehicle would need to be 2,500 higher as the price they were giving me was expected to have a trade-in equal to that value. I misunderstood and thought that somehow the paperwork was made right to reflect the loan price on which we agreed. I went home with the truck and going over the contract realized I had signed with a price for the truck we had not agreed upon. I called, but they were already closed.I returned upon opening the next morning. [redacted] said that the car quotes are priced as determined by a trade-in value of 2,500. When asked if I could have a paper stating that, they did not have one, but said it was noted on the site. [redacted] and I looked at the site together, there was no such statement. [redacted] said they had complaints and were in process of changing the policy. I asked if I came in a week later if this would still be what needed to be paid. [redacted] said that the situation would no longer be where the extra cost would be tacked on to the quote, then minus actual trade-in.They were polite in explanation.They were sorry for the confusion. They mentioned several times the price was fair for the vehicle. I agree that the vehicle is fine and the price I am paying is market value. But not the price stated.Their negotiations were misleading.Desired Settlement: That the contract be re-issued with the proper price as stated several time or cash payment back. Also for further consumers that their policy be clearly stated on their website and mentioned in negotiations well in advance of the contact being signed.

Business

Response:

To Whom It May Concern,

Regarding [redacted], I have since spoken to the customer regarding this misunderstanding, went over everything with him, and answered all of his questions. Mr. [redacted] conveyed his satisfaction with the explanation as well as the overall sales experience.

Sales Manager

Kia-Mazda of Old Saybrook

Consumer

Response:

This is a secondary complaint noted as Revdex.com#[redacted]An in depth note as well as a call has been placed to Revdex.com, but would like this noted on-line as well so other consumers may be aware.We recieved a letter dated Fri., Oct. 11 acknowleding our complaint had been recieved and there may be further contact. As we have not heard any more, we found the follow-up posted on-line on the Revdex.com website.To our outrage we read that Kia of Old Saybrook noted that they had spoken with us and we were now satisfied! This is a blatant lie! We are outraged that those representing the company can so casually mis-represent this and consider the matter solved.Following the previous complaint to Revdex.com, there was an engine issue that needed attention under warranty.I had need to return to the dealership due to an an engine issue.While in the waiting room, the manager approached me quite upset that the complaint had been filed. He noted that the acknowledgement of the added increase of price was noted on their website as added to the loan should trade-in not be up to the proper anticipated sum. We proceeded to look up the website (Which, by the way...I had copied and printed prior to this and had at home.) The sales manager could not locate it on the site. When I asked if there was ANY proof of such policy or documentation, he replied he had none.They asked if I liked the vehicle. I do like truck. But I still maintained the fact they mus-represented the contract.In addition to this I have called twice as I have yet to receive the loan paperwork . I have a separate account maintained for the sole purpose of automatic payments waiting. The bank advised I contact them again...and found my payment to be 6 days past due. No paperwork ever received!The comment in reply to inquiry by the Revdex.com compliant is completely false. We are attempting to be fair in assessment of this business. The workers (tech and so forth) are not at error here...this is management or corporate.

Consumer

Response:

On Monday, November 18, 2013 10:01 AM, [redacted] wrote:

Regarding this complaint...I had need to return to the dealership due to an an engine issue.

While in the waiting room, the manager approached me quite upset that the complaint had been filed. He noted that the acknowledgement of the added increase of price was noted on their website as added to the loan should trade-in not be up to the proper anticipated sum. We proceeded to look up the website (Which, by the way...I had copied and printed prior to this and had at home.) The sales manager could not locate it on the site. When I asked if there was ANY proof of such policy or documentation, he replied he had none.

They asked if I liked the vehicle. I do like truck. But I still maintained the fact they mus-represented the contract.

In addition to this I have called twice as I have yet to receive the loan paperwork . I have a separate account maintained for the sole purpose of automatic payments waiting. The bank advised I contact them again...and found my payment to be 6 days past due. No paperwork ever received!

The comment in reply to inquiry by the Revdex.com compliant is completely false.

We are attempting to be fair in assessment of this business. The workers (tech and so forth) are not at error here...this is management or corporate. We are hoping to get resolution from Revdex.com, not just for us, but for how they will manipulate other consumers.

This is absurd!

~ [redacted]

addendum: We were actually so upset by this, we made phone contact with Revdex.com this morning. It was thought we received the info on follow-up by mail. We recieved a letter dated Fri., Oct. 11 acknowleding our complaint had been recieved and there may be further contact. As we have not heard any more, we found the follow-up posted on-line on the Revdex.com website.

In addition, contact with Kia to figure out the loan issue this morning is yet unresolved as well.

PLEASE help us...and others!

Business

Response:

First, I would like to apologize that you feel the way that you do. Our sole purpose is to provide each and every customer with great customer satisfaction and I feel like we did. All of our customers have a right not to purchase a vehicle if the numbers do not work for them. We presented you with numbers and you did accept, plus you did state you like the vehicle. If any numbers at the time of purchase did not seem right, you did have full right to not go through with the transaction as we do not force any customers to sign paperwork if they feel uncomfortable. As for the paperwork that you didn't receive on time, that is from the lending institution that financed your vehicle. We have no control over their process about sending the documents to their customers. We deal with 20 lending institutions and all we do is facilitate the best financing for each customer. As for your repairs to your vehicle, We did fix your vehicle and I believe we went above and beyond in trying to make you a satisfied customer.

Review: I recently purchased a new car (not from this business) and traded in my old car. The old car was purchased along with a warranty from the dealership I filing this complaint about. After trading in the car, I was able to cancel the warranty on the old car to receive a refund for the time/miles remaining on it, so I contacted the warranty company and canceled it. A couple days later I received a letter and a cancellation notification from the Warranty company stating the warranty has been canceled and the money is in the dealer's account that I purchased the car from, and the dealer can cut me a check. I have contacted the dealer numerous times and they have been giving me the runaround. I spoke to the [redacted] numerous times, which got me nowhere. He once had me call someone in accounting and I did not get through, so I left a message and they never returned my call. I also obtained the owner's email and told him the situation, but he never responded. The [redacted] told me the Warranty company takes six to eight weeks in order for them to get the money in their dealer account. The Warranty company told me it takes 2-3 days, the money is in the dealer's account now, and there is no reason why they have not paid me yet. It's been 4 or 5 weeks ago since the last time I tried to contact the dealership. And it's been about 9 weeks since I canceled the warranty. Still no check or any type of recognition. I gave up trying, because I did not know what else to do.Desired Settlement: I would like my Warranty refunded and this complaint filed for other people to see.

Business

Response:

Re: Complaint Id - [redacted] - [redacted]/Kia of Old Saybrook

To whom it may concern,

Please be advised that the warranty for Mr. [redacted] has been cancelled. The check from the warranty cancellation reimbursement has been mailed to the customer on 10/14/13, in the amount of $ 491.27. We hope that this will resolve any issues Mr. [redacted] has. If you need any other information, I can be contacted at my direct line [redacted] - Controller

Please update you records with my email address [redacted] so that I can receive any emails or information regarding this Complaint. Thank you.

Consumer

Response:

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

Sincerely,

Review: I had purchased a new 2013 [redacted] 3 back in October of 2013 while I was stationed in [redacted] for training. I purchased the extra GAP insurance on the vehicle since I was upside down on the loan. The length of the loan was for 66 months. The month of April 2014, I had moved to [redacted] to [redacted] which is where I'm stationed now. In October of 2015, exactly two years from the day I had purchased the [redacted], I had traded it in for a brand new 2016 [redacted] GTI at [redacted] in [redacted]. In the following month, November 2015 right before Thanksgiving, I received a paper in the mail from [redacted]/Kia of Old Saybrook stating that the vehicle was paid off early and I may be eligible for a refund on the GAP insurance since the vehicle was paid in full. I contacted [redacted] of Old Saybrook about it, told the finance manager about receiving the paper in the mail, and got the information, including email, mailing address and phone number, he requested to be faxed in. I had mentioned that I had moved to [redacted] now and I wasn't able to visit the dealership anymore. So I faxed in a letter stating I would like to cancel the GAP insurance, a bill of sale, and the paperwork saying the [redacted] has been traded in and paid in full. Also, in the letter I stated I would like to be notified about the possible refund. I've called multiple times to speak with the finance manager but I'm only able to leave voicemails with my name and number and haven't been contacted.Desired Settlement: I would like for them to contact me to see if I'm eligible for a refund, and if I am, I would like a check mailed to me. But I'm not, I would still like to be notified and explained why.

Business

Response:

We informed with [redacted] That he had a refund coming and it was being processed by the company. He was also informed that it could take up to 6 -8 weeks. I am considering the matter closed.Fran DrakeGMOld Saybrook Kia [redacted]

Consumer

Response:

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

Sincerely,

Review: The sales representative [redacted] at [redacted] of [redacted] lied to me when purchasing my vehicle. The sales representative told me and my father whil test driving the car that I purchased that it came with navigation. One of the major reasons of me purchasing a new car was to have navigation in my car. The navigation did not work during my test drive and [redacted] told my father and I it was because I was in drive that it did not work. During the day I was going to pick up my car [redacted] told me over the phone that the car was going through a bpi inspection, and he was going to make sure the navigation worked because he knew how important it was to me. After signing the papers and driving off the lot I called [redacted] to let him know the navigation did not work. That's when he told me it did not come with navigation, I was upset and [redacted] practically hung up on me in front of my step mother. I then reached out to the general manager [redacted] with a e-mail and never recieved a response. It took my a few days arguing with the service guy ([redacted]) until someone named [redacted] called me back. I recorded the phone call where [redacted] lied and said I test drove many vehicles onsite and got confused which one came with navigation and which one did not. However if you look at film on the security camera, I only test drove one vehicle the one that I pruchased and lied to about having navigation. They refuse to fix the issue.Desired Settlement: I would like them to honor which was promised to me. Put navigation in my car.

Business

Response:

Mr. [redacted] came to the dealership and looked at several cars. We priced a [redacted] for him that had navigation and a [redacted] that did not. He drove the [redacted] because the [redacted] was out of his price range. After several calls to the dealership asking for a better price he came in and purchased the [redacted] drove the car, and was shown the features of the car again on delivery, he understood exactly what equipment the car had and did not have. Unfortunately when a customer focuses on price only they can make mistakes. I am willing to install the navigation in [redacted] car at dealer cost of $563.95. I consider the matter closed at this point. [redacted]General Sales Manager[redacted]

Review: I traded in my [redacted] and in doing so, a refund of my GAP coverage was due to me. [redacted] mailed a refund to [redacted] on November 5, 2014 for them to reimburse me. December 8, 2014 I called and spoke with a woman in finance to give her my new address just in case the check was mailed to my old address. Conversations with the Business Manager many different times over the last 2 months have been unsuccessful until I received a message from the Business Manager on January 21, 2015 indicating that a refund check would be mailed out before the end of that week. I have since received no check from them.Desired Settlement: I would like my refund in the amount of $694.44 due to me from [redacted] that [redacted] of [redacted] is holding for no reason.

Business

Response:

Hi [redacted], Thank you for calling me today and The customer was sent a check last month. The matter should be closed. Thanks Again[redacted]General Sales Manager[redacted]

Consumer

Response:

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

Sincerely,

Review: I inquired with [redacted] about the possibility of purchasing a new [redacted] on a tight timetable. He promised me that he could provide me with the car I wanted by Tuesday. My car was not ready until Friday. We were not even notified that there was a delay until Wednesday. We were then told it would be ready by Thursday, which was also inaccurate. We were also told that our insurance company would be notified by the dealership so that we would be ready to drive off. Upon arrival to pick up our car, we were notified that we would have to take care of that ourselves. A promise made is not a promise kept at [redacted] of Old Saybrook.Less than a week after driving off the lot, the mirror behind the visor dropped into my lap while driving. I also noticed that the stitching on the pouch behind the drivers seat was tearing. These types of issues should not happen with a brand new vehicle. With that in mind, we contacted [redacted], the sales manager, to ask if anything could be done. He told us that we could bring it back the following Wednesday to have the seat and mirror repaired. He also promised our vehicle would be cleaned inside and out to make up for the constant inconvenience. We felt that we were offered a fair settlement to the problem.Fast-forward to our appointment to have the issues repaired. We arrived to find [redacted], the sales manager, and [redacted], the general manager, completely unprepared for our appointment. They asked us to wait while they figured out their error. After about 10 minutes, I took a walk to find out what was going on, only to find the general manager taking a cigarette break. We spoke with the general manager in his office to explain the situation. He was arrogant, condescending, and not willing to work to make things better. He did guarantee that our vehicle would be serviced and ready four hours from the time we left the dealer. Three hours later, I received a phone call from [redacted] saying they would not be able to take care of my repair for at least a few days. When I asked to speak to the general manager, he hung up on me. They also refuse to honor their word to clean the car now. Once again, a promise made is not a promise kept at [redacted] of Old Saybrook. If you value integrity, honesty, and meaningful customer service in your car buying experience, do not even step foot on the premises at [redacted] of Old Saybrook. You might just be the next person to be taken advantage of. In our experience, a promise made was NEVER a promise kept at [redacted] of Old Saybrook.We are most appalled by the constant lying and misrepresentation of truth by everyone at this business. They then act like they never made the promises they made. Because of the fact that they already have our money, they no longer care about us and refuse to honor their word. They deserve some sort of repercussions for these wrong doings.Desired Settlement: We ask that the promises made to us that are still attainable be kept, but transferred to the [redacted] dealer in [redacted]).These promises include:- Complimentary repair of the stitching on the pouch behind the driver's seat- Inspect driver's visor mirror to ensure Old Saybrook [redacted] did the work correctly.- Complimentary cleaning, inside & out.- Complimentary first month's oil change (Guaranteed with purchase of new vehicle).

Business

Response:

When she purchased this vehicle, she purchased a vehicle that was not in our inventory. We located the vehicle for her and on Tuesday was notified that we had the vehicle but she wanted some things done to it first. She was communicated to about the delivery date of Thursday to have everything done she wanted. She was not happy so we gave her the option not to purchase the vehicle and we would refund her money or she can pick up on Thursday. She chose Thursday but wanted us to pay for the remote start in her vehicle valued at $499.00. We agreed to strictly out of goodwill. She couldn't come pick it up on Thursday so she delayed till Friday.

About a week goes by and she states to the Sales Manager that her mirror above the visor fell and that the pouch behind the drivers seat looks like its tearing. The Sales Manager tells her to drop it off and we can look at her concerns. We even offer her a loaner vehicle so she did not have to wait here. We had a vehicle pulled up and ready for her but the Sales Manager wanted to see the concerns before she left because the concerns that was told to him was over the phone. He saw the mirror which we had fixed in 30 minutes but his concern was the back seat. He gets the Service Manager to look at it and it appeared to have looked like an animal did the damage. I investigated that concern further and the day she picked up the vehicle she had her dog with her. We took pictures of the back seat but [redacted] will not cover it and it is noticeable to the point where she would have noticed the day she picked it up. We were still going to help her, so the Sales Manager calls her up and asked her to stay in the loaner car a few more days and then she started to verbally abuse my staff and myself. She came in about 30 minutes later using profanity in the showroom with children here and wouldn't stop so I asked her to leave the facility. She refused and we had to resort calling the Police Department to have her removed.

My position is we fixed the mirror under [redacted]'s Warranty but we are not doing anything with the backseat due to the damage being done by an animal or something. We do have pictures to prove our investigation. We are not doing anything else as we already went above and beyond to make her a satisfied customer. As for her free oil change, that is still in tact and if she would like to schedule her 1st service with my service department, she is entitled to that free service.

Regards,

General Manager

Consumer

Response:

Review: [redacted]

I am rejecting this response because: