Jake Sweeney Kia

Revdex.com,
 
We here at Jake Sweeney Kia are sorry this client has had an
issue with the lender we used to finance their van. 
 
We feel like this client has been misinformed and is very
wrong in most of what they claim. 
 
We are
not a...

lender.  We partner with lenders
as all dealers do to facilitate loans between lenders and consumers.
Lenders/banks
underwrite their own loans and put their own requirements and stipulations
on said loans.  The dealer just
helps collect the docs and required items for lender and client.
Spot
delivery is a method that all dealers use in order to get the client in
their new car the day they come in to purchase it even though the client
may not have all the documents required by the lender at this time.  This is a courtesy of the dealer to
provide the new vehicle with the promise that the client provides all
necessary stipulations that are required by the BANK.  What this person is referring to is a
dealer that has spot delivered a car and does not know if they can place
the client with one of its lending partners.  This is not the case here. 
We knew that this lender (one of the Biggest in the U.S.) had
approved the loan and it had been partially underwritten already.
One of
the stipulations was Proof of Residence. 
The client had a hard time providing a document proving her address
even though they claimed to be 1 year at that address on their
application.  The bank wouldn’t
accept the documents mentioned i.e. insurance bill.  The bank document was a print screen
from the Internet after the client changed their address and didn’t have
the clients name on it and was dated after the approval date.
This
lender does a “welcome call” or customer interview.  This is where they call to verify the
credit application so they can satisfy there own underwriting guidelines
and make sure that the dealer partner has taken the correct info from the
client.  In this case a red flag
was raised with the lender when the client explained that the living
situation was temporary for the co-signer.  Well this as it turns out is not an acceptable situation for
this lender.  They do not know who
will be driving the car and if one of the signers are going to be moving
and the bank doesn’t know where the car is, its added risk that the bank
does not want in the event they should default on payments and the bank
has to find the car.
After
the interview the bank was still willing to do the loan but they added a
requirement and that was to prove that the clients has lived together
prior to the approval date.  So this
meant that the customer needed a piece of mail dated prior to the approval
date with the name and address on it. 
This client was unable to provide the lender with that piece of
mail.
There
is no scam here.  A scam would have
had a winner.  We lose the
sale.  The client loses the
van.  The bank loses the loan. 
As for
the deposit.  If the dealer is
responsible for the return i.e. we could not complete transaction due to
something we had control over then the entire refund is due.  If the client has refused to cooperate
in getting the deal finalized or refuses to allow us to get another lender
as these folks have then the following takes place.  The dealer does an inspection on
returned vehicles.  The deposit is
refunded minus clean up charges including removing the cigarette stench
that is in it now, repairs of any damage, if any and difference of the
market value affected by the miles put on vehicle since delivery.  The customer receives that statement in
about 10 days. The client was explained this procedure.
 
I hope this explains this particular complaint.  We welcome this client to our store again to
get a loan from another lender especially now since they have gone through the
process of getting their address situation straightened out.  
 
 
 
With Warm Regards,
 
 
 
[redacted]

11.28.16Revdex.com, I appreciate your help in facilitating this matter. At Jake Sweeney we go to great lengths to provide quality vehicles to our clients.  That being said unforeseen problems can arise.  As for this client we are happy to say that as a goodwill gesture we have rectified and fixed...

this vehicle's issues.  We have repaired the vehicles drive train.  Again thanks for your concern and helping us facilitate this issue. With Warm Regards, Jesse ParksUsed Car ManagerJake Sweeney Kia/Fiat

We can cancel the warranty and gap products if you wish.  I will send you a cancellation form at the email address provided.  We will also get your keys/keyfob fixed for you.  There are many possible reasons the keyfob may not be working...we may have given you the wrong keyfob, the...

keyfob was not completely programmed, or the battery is dead(which sounds crazy but sometimes happens).  I will email you about this as well.

Revdex.com,
 
We are sorry to hear that this valued customer has had an
issue with the vehicle they purchased. 
 
We do go to great lengths to ensure the quality of the cars
we sell.  But on occasion there are
issues that pop up because they are machines and no one has a...

crystal
ball. 
 
In regard to this transaction, this customer chose to
purchase a vehicle that was offered as a “budget buy”.  These are cars and trucks that are older and
have very high miles.  They are offered
to the public prior to their being moved and sold at auction.  We make no representation of their condition
and ALL are sold totally AS-IS.  This is
a service we offer the public to have a chance to buy a car to fit their budget
and pay what is generally at or below wholesale price. 
 
Also we would like to add that the sales person mentioned
paid out of his own pocket to have the vehicle towed here to have our service
dept. check out the vehicle at our expense. 
Which we did and found that the vehicle had an issue that could have
been repaired at little expense, but the problem was ignored and caused the
engine to fail. 
 
When management reviewed the correspondence between the
salesperson and the customer our service dept’s claim was substantiated.  Turns out this client alerted the salesperson
to a problem in mid august.  His
response was to have the car looked at by a mechanic.  Then nearly 1 month later the client told us that her car had
finally broken down.
 
We have offered to aid in repair of this vehicle by giving
the client our internal rates on the repair. 
 
Attached is the Buyers Guide.  Clearly marked AS-IS and signed front and back.  This Client made an educated decision to purchase this vehicle as-is. 
 
Sincerely,
 
 
[redacted]
Used Car Manager
Jake Sweeney Kia

10.12.15[redacted] Director, Marketplace Resources [redacted] Phone: ###-###-####Revdex.com,To whom it may concern, We here at Jake Sweeney go to great lengths to ensure a positive experience for our clients.  It is never our intention to cause frustration for our customers....

 The Sweeney Family and I do apologise that this customer has had an experience with our staff that they felt was not up to par and in my opinion not in the norm for us and our goal to provide excellent service.  This issue of the key were an obvious miscommunication between the dealership and the consumer.  The document we use to make promises only has written on it a “manual” which the consumer signed.  Then after we had the vehicle for a while, completing a goodwill repair that did take awhile due to its complicated nature, we ordered the manual which I understand from our parts dept. is on backorder.  I have contacted this valued client myself and made arrangements for the extra key to be made by our 3rd party key supplier at our expense.  I understand from our Service Manager Brian L. that the service records were forwarded and I will forward these again today along with the Warranty paperwork.  I hope that this client will contact myself or Mr. Coby S. if any further assistance is required. Myself and Mr. S. would be glad to listen to any customer’s feedback so we can better train our sales staff members to ensure every customer gets quick and courteous service that we expect them to provide to every client.   With Very Warm Regards, Jesse P.Used Car ManagerJake Sweeney Kia/Fiat

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
The issue that we are having is not through the lender, it is specifically through the dealership whom we have been in contact with for the sale of the KIA sadona. We have been misinformed and lied to by the car salesman making the deal on numerous occasions, and had we been properly informed, would never have driven the car off the lot. First of all, when we signed the contract for the KIA sadona, we were told that all of the financing had been approved, when clearly it had not. My sister and boyfriend had both brought bank statements proving residency and were told by [redacted] that was all that was needed to complete the transaction. He also informed us that all the paperwork was included to put the van in our name, and that we had two months to do so. However when I went through the paperwork there was no title.       Secondly, I have purchased several vehicles and had never had to return the vehicle after the sale was complete, and when the dealership requested multiple pieces of mail to prove residency I became suspicious. I did a search online to find out the legalities of this, and hundreds of articles appeared about yoyo financing and spot delivery. None of these artles were positive, they outlined exactly what was happening to us, as well as included words such as "scam" and "fraud". The federal trade commission has a PDF file one can download with this information, as well as the consumer protection agency, [redacted] news has a report available for consumers as well as [redacted] news and [redacted]. In many states this practice is illegal. When I went into the dealership I asked [redacted] specifically if he had heard of spot delivery, and if that's what was happening, he lied to me and told me that he had not. I also asked him on two separate occasions if we would receive a full refund if they needed the vehicle returned and he assured me that we would. It wasn't until I asked him for it in writing that he informed me that they would keep the down payment, his reasoning being that they were working hard to get the deal approved and needed to get paid for their hard word. I also asked [redacted] during this same conversation if we should stop driving the van now if it wasn't financed,I was concerned that they may charge us for mileage. He assured me that they would not charge for mileage and that they never had in the past. And now,the dealership is stating we have to pay for mileage, something we were told by [redacted] we would not have to do. As for the concern with the cigarette smoke, we would never have smoked in a vehicle that didn't belong to us, we were told the financing was approved and the sale was final. We would not have accepted the vehicle had we known that the financing had not been approved, that they were responsible for paying the mileage as well as losing our down payment. If we wanted to rent a car, we would have gone to a car rental shop. At this point it would be more difficult to prove that we all lived separately rather than together. We have provided a [redacted] wireless statement with our address, health insurance bills, a print out of my sister's bank statement (which [redacted] had told us would work perfectly,as we were waiting for her statement to be mailed the following month), pay stubs and both drivers licenses. We had two pieces of mail dated prior to the signing of the contract, the others were after the contract was signed. If they needed to be dated prior to the sale of the vehicle, why did we sign the contract before they had all of the mail they needed? Why not after? The dealership stated that " if the dealer is responsible for the return I.e. we could not complete the transaction due to something we had control over then the entire refund is due.". We feel the dealership had complete control over this entire situation. They decided to lie to us and tell us the financing was approved and the sale was final, when it clearly was not. [redacted] specifically promised us a full refund on two separate occasions, which was also a lie as they are now telling us they will not refund us 100%. We were told the paperwork was included to put the van in our name, and the title was not included, another deceptive act on their part. I was assured that we would not be charged for mileage when I asked if we should stop driving the vehicle once I discovered that we had not in fact been approved, and now they are charging us for the mileage. Had they been honest we would never have driven off their lot until financing was approved. They are fully responsible for receiving us on numerous occasions, and they should be held %100 responsible for unethical sales practices. We also were not offered alternative financing, as their response states. Specifically we were told to bring the van back by a specific time or it would be reported stolen, and we had not stolen anything at all. We returned the van and demanded a statement stating we had not received a refund, and it took them an hour to comply. We received a receipt stating the above and that we would be contacted within ten days, but that we wouldD not receive a full refund and that is unacceptable. Once we began walking out of the dealership, another salesman offered to let us keep the van and try financing. At this point we had been mislead multiple times and felt uncomfortable doing business with this dealership as they have proven to be untrustworthy. We expect a full refund for our down payment due to Jake sweeney's dishonest and unethical sales practices and for them to accept responsibility for their mistakes. We will not be satisfied until they do so.
Regards,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
The reason why I reject the offer because of the confusion me and my niece have had with the business. I want the business to clearly state the agreement. This is not my first auto loan with Cinfed and I never had problems with them until now. Unfortunately with all the problems I have had with Jake Sweeney I have to fault Jake Sweeney. Banks are told the amount of the loan and work according to the information provided by the dealership. The original amount requested was $249 for  48 months without a 3 year warranty with at interest rate of 10.8% or $299 for $48 months with a 3 year warranty. The final negotiation was $215 for 53 months with a 10.8% interest with no 3 year warranty before we went to see [redacted]. The final signed agreement was $215 at 53 months with an interest rate of 3.71% and a 3 year warranty. You can not tell me and convince me that the price of the car was the same in both incidence. The only reason why I was the applicant is so that they could get the full price of the car. If they had me as the cosigner they would have to reduce the price of the car. I have cosigned for the same niece before with Cinfed and EVERYTHING down to the account number at Cinfed was in her name. I was the cosigner not the Applicant, not the co applicant just the cosigner so it makes me upset and disgusted that Jake Sweeney is still keeping to the same lies. My purpose of contacting the Revdex.com was because I had tried to resolve the issue and tried to get Jake Sweeney to explain and fix things but I could not.  The customer service down to the letter they wrote to Revdex.com shows their integrity and I am still extremely unhappy with them. Its a battle I am not [redacted]ing to continue to fight but I would like some clarification on the offer. [redacted] as part of the agreement to buy the car offered a free oil change, [redacted] as part of saying sorry for everything that we went through when the first sales rep lied to us that the car was not there and tried to up sale us to a different car and now Jake Sweeney is offering my niece another oil change plus tire rotation. In total with the previous 2 agreements it [redacted] be 3 free oil changes plus a tire rotation. I strongly believe that they should offer more oil changes considering I had to take time out of my work, drive far I do not live anywhere near Florence to resolve an issue that should have been clear from the beginning. This is a battle I do not feel like continuing to fight because I know I [redacted] be wasting my precious time. I want them clarify in writing their offer before I accept anything.
Regards,
[redacted]

[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.  If you and the business have reached an agreement and compliance is set for a future date, we trust the business will comply.  Please contact us after that time if the matter is not resolved as agreed and we will review the complaint and proceed accordingly.]
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]

Jake Sweeney Automotive has placed  Felicia Toliver of [redacted] on our DO NOT CONTACT LIST. We apologized for the situation and have reprimanded the sales person. [redacted], the internet sales director will contact [redacted] if she...

wishes  but, there will be no further contact from us per [redacted] request. Thank You. [redacted]

11.30.15Gary Kloepfer Marketplace Resource Consultant [email protected] Phone: 513-639-9129To whom it may concern:We here at Jake Sweeney are always very concerned about our clients experiences.  We strive to make every effort to make sure that we and our clients have an open avenue...

for direct and open conversation both before the deal happens and after.  We do understand that these deals can be very complicated and have lots of moving parts especially when special finance lenders are involved.  It seems that a lot of the confusion here lies in internal processes of all of the various parties involved.  I [redacted] attempt to explain the best I can each issue this client has raised. First.  The original preliminary approval was indeed with the lender mentioned (Ally) at the rate quoted.  We did not have Cinfed’s answer back until [redacted] had the Deal in his hand.Lending Institutions have a mountain of compliance law to operate under which is why this client received an adverse action notice from ALLY when Ally did not get the loan.  Second. “co-signer” The people that apply Jointly for an automotive loan apply as Co-applicants.  There is no tangible difference as far as credit responsibility goes.  Both parties get equal credit for timely payments and missed payments alike.  It shows on both parties credit reports as “J” for joint. The only difference is inside of the various institutions database.  Only one name (usually whoever has better credentials in general i.e. Job time, residence time, income etc…) appears on computer printouts and correspondence and account headers.  Same as if there are 2 people on a mortgage very often only the first name gets the mail and is on acct’s name.  Our system here only searches 1 name on the deal.  So we often have to search both parties names to find the customer. Third.  Our finance people (DJ) did in-fact communicate to Cinfed the needed order of names and correct mailing address.  What Cinfed did is totally up to them and their system which we really don’t know. In conclusion I would like to offer another free oil change and as the customer requested a free tire rotation for the perceived problem that we failed to explain.  I personally appreciate this client's business and hope that this explanation helps. With Warm Regards, [redacted]Used Car ManagerJake Sweeney Kia/Fiat

I am OK with the resolution but have yet to see anything.  Still waiting for balance to drop $5000. I have called and canceled the smart pay system.  And yes I would like to be reimbursed for the keys!  I should have never had to pay for them. It was $170 for 2 keys. I am still waiting on results to resolve this matter. 
Regards,
[redacted]

Revdex.com,  This client has spoken to our Finance Manager David M[redacted] about the Smart Payments program this client signed up for.  At that time he declined to cancel this program.  The program is cancelled at any time with a call from the customer to Smart Payments. Their number is [redacted]   With Warm Regards,  Jesse P[redacted]Sales Manager

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  I have already sent the receipt and received reimbursement.  As much as I would like to take advantage of the situation and claim I never received it,  I don' take advantage of people like sweeney kia! I would never do business with THESE people! 
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
[redacted]

Revdex.com:
I am still waiting for issues to be resolved...  It has been about 4 weeks now and I'm still waiting for $5,000 to come off the balance since I canceled the gap and warranty.  I never spoke to a Mr.  M[redacted] and if I did everyone one I spoke with told me it was going directly to the bank! It is not...  Waiting on confirmation that all issues are resolved! I don't trust this dealer! The keys never got resolved!  I had to find my own way to resolve by going to another dealer and getting 2 keys for the price they wanted! I should have never had to pay for those keys that should have come with the car!!!  
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
[redacted]

I am sorry that you are having problems with your [redacted]. Unfortunately, this vehicle is well beyond any lemon law statues with [redacted] due to its age and the fact that you did not purchase the vehicle new from a [redacted] dealer. This vehicle is also well beyond any warranty period that Jake Sweeney...

Kia would have provided you during the first 90 days and 3000 miles. It has been two years since your purchase and six months since you have had this problem. I am not sure where Jake Sweeney Kia has any responsibility in this matter.
We are not without empathy for your situation and would be willing to help repair the vehicle at a discount but it would be your responsibility to pay for the necessary repairs.
Thank you,
[redacted] Sweeney
General Manager Jake Sweeney Kia