Keys Rental Management LLC

I am rejecting this response because:It was functioning prior to taking it to Kia

Tell us why heThe customer came into the dealership on 6-21-and we found that the ac compressor and pressure switch were faulty The car came into the dealership with only pounds of freon in the vehicle which is a pound system So, the vehicle was pounds of freon empty It was evident that there was a loss of freon that had occurred , but there was no leak verified at the time After evacuating and recharging the ac system to full freon capacity, the vehicle went from blowing at degrees to degrees from the center vent We expected the system to blow colder on this day based on outside temperature We were then able to diagnose a faulty compressor and pressure switch These parts were special ordered for customer and installed on a later date which was 6-26- After the installation of the parts, the center vent temperature was blowing out at degrees at idle and degrees at RPM's There was an immediate change in the ability of the ac system to cool the vehicle after these parts were replaced and no leaks were evident, so the vehicle was released back to the customer The price paid by the customer for the parts & freon was $plus tax of $48.39, and there was an installation fee $The total paid for the repair was $ This fee was separate from diagnosis time of $and the freon replacement cost of $that was missing from the ac system The vehicle came back on 6-29-17, and it was found that the freon was leaking from vehicle enough to cause the vehicle to blow warm again, but it was not obvious where it was leaking Dye was added to the freon to assist technician in finding the leak with a black lightThe vehicle was driven and ran for a while to wait for a leak to become evident Eventually, the shop found that the evaporator was leaking freon Since this leak was not evident at the time of the initial diagnosis, the service manager decided to offer the customer a refund of $which was the full price paid for the ac compressor and pressure switch Even thought the ac compressor and pressure switch were needed on the vehicle and proved to make the ac system blow degrees cooler, we felt that it was appropriate to help the customer in this way The next recommended repair was to replace the evaporator along with the expansion valve The customer decided to take their refund money and apply it toward this repair which was made on 7-10-17, and a $rental van bill was paid for by Folsom Lake Kia so we could further help the customer during the time of the parts replacement After replacement of these parts, the ac temperature from the center vent was around degrees , which was ok since the outside temperature was extremely hot outside on this dayThe ac system cannot cool as much on an extremely hot day outside The evaporator and expansion valve repair costs were $1621.83, and the customer used their refund of $to help pay for this repair The customer had only the balance of $to pay on this visit for the continued repair The dash is required to be removed in order to replace the evaporator due to the location of the part The customer came into the dealership on 6-21-and we found that the ac compressor and pressure switch were faulty The car came into the dealership with only pounds of freon in the vehicle which is a pound system So, the vehicle was pounds of freon empty It was evident that there was a loss of freon that had occurred , but there was no leak verified at the time After evacuating and recharging the ac system to full freon capacity, the vehicle went from blowing at degrees to degrees from the center vent We expected the system to blow colder on this day based on outside temperature We were then able to diagnose a faulty compressor and pressure switch These parts were special ordered for customer and installed on a later date which was 6-26- After the installation of the parts, the center vent temperature was blowing out at degrees at idle and degrees at RPM's There was an immediate change in the ability of the ac system to cool the vehicle after these parts were replaced and no leaks were evident, so the vehicle was released back to the customer The price paid by the customer for the parts & freon was $plus tax of $48.39, and there was an installation fee $The total paid for the repair was $ This fee was separate from diagnosis time of $and the freon replacement cost of $that was missing from the ac system The vehicle came back on 6-29-17, and it was found that the freon was leaking from vehicle enough to cause the vehicle to blow warm again, but it was not obvious where it was leaking Dye was added to the freon to assist technician in finding the leak with a black lightThe vehicle was driven and ran for a while to wait for a leak to become evident Eventually, the shop found that the evaporator was leaking freon Since this leak was not evident at the time of the initial diagnosis, the service manager decided to offer the customer a refund of $which was the full price paid for the ac compressor and pressure switch Even thought the ac compressor and pressure switch were needed on the vehicle and proved to make the ac system blow degrees cooler, we felt that it was appropriate to help the customer in this way The next recommended repair was to replace the evaporator along with the expansion valve The customer decided to take their refund money and apply it toward this repair which was made on 7-10-17, and a $rental van bill was paid for by Folsom Lake Kia so we could further help the customer during the time of the parts replacement After replacement of these parts, the ac temperature from the center vent was around degrees , which was ok since the outside temperature was extremely hot outside on this dayThe ac system cannot cool as much on an extremely hot day outside The evaporator and expansion valve repair costs were $1621.83, and the customer used their refund of $to help pay for this repair The customer had only the balance of $to pay on this visit for the continued repair The dash is required to be removed in order to replace the evaporator due to the location of the part This is a procedure in order to replace certain parts since we sealed the ac system up over one week prior to this visit It was verified that the vehicle still had the exact same amount of freon in the car as before, and there was definitely no loss of freon So, the ac system was holding the freon inside the ac system at this time which confirmed that the repair to replace the leaking part did seal the ac system properly The customer was going to try to bring car back again on a later date, but we received a phone call a week later saying that the car was working fine So , the customer did not come in on their appointment date The appointment was cancelled by the customer for this reason, and the service manager was not given an opportunity to evaluate the ac system or inspect the cruise control concern as promised The service manager agreed already that the shop would do a complimentary diagnosis or inspection of any concern that they were experiencing We are not sure if the cruise control is working or is not working since we only saw the vehicle after regular business hours on the previous visit The ac system and road testing was the only item that we were addressing that night Several more weeks later, the customer called the service manager and told him that it is not convenient to bring the vehicle to Folsom Lake Kia again It was requested by the customer that money be given to the customer so that they can take the car to another shop for the inspection The service manager informed the customer that it is customary to diagnose the vehicle, and then the dealership can proceed in an appropriate manner regarding the discussion of asking for money However, the service manager did repeat multiple times on the phone that he is very interested in hearing about the findings of another shop so that he can evaluate if the dealership should provide financial assistance or if there is an ethical obligation to assist the customer in any way On the last time we had the vehicle in the shop, the ac system was working good and the ac system was sealed All the concerns from the customer are concerns that have not been verified at this time, and the concerns being stated by the customer may be unrelated to our repair The problems just need to be verified and diagnosed so that the situation or proper resolution can be understood better The customer mentioned that that certain gears were replaced, but no such parts related to gears were replaced and none of the invoices reflect this The prices paid by the customer for the ac system repairs are outlined with the accurate prices because the prices mentioned by the customer are not accurate Perhaps the customer is lumping in repair costs for a non ac system related job since a motor mount and labor for this were paid for in advance on one invoice The customer also mentioned that the service manager could no longer assist This is not accurate The customer was given the opportunity to come back again for further assistance, but the customer cancelled their appointment with us Furthermore, it was discussed by the service manager to the customer over the phone that he is happy to talk about the situation again when more information in brought to light and a diagnosis can take place for verifiable problems So at this point we are willing to help but they don't want to let us look into it This is a very old vehicle with high miles and is very difficult to deal with at times So if we can have vehicle we can try and see what is happening

Revdex.com: I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me

I am rejecting this response because:i will accept business days so by Tuesday of next week (2/23/16) as long as they will call me and notify me when it is left with the receptionist as I was told I can pick it up from the receptionist SO that is what I want to doI have not been harassing employees I've simply been trying to get help from people in the customer service industry who were so quick to take my money but now that I need customer assistant no body has time

So it looks like we fixed the problem that the vehicle was stranded for and took care of the issue that she had. To make sure we never lock keys in the car we roll down the drivers side window while the vehicle is in the shop, but unfortunately it wouldn't go back up which means there was
already a pre-existing problem with that window and we did not break the window. I see no reason why we would have to refund the customer money for fixing the issue at hand. While I feel bad the window wouldn't go up and she had to miss work I don't see any fault in our dealership in this matter. Thanks

This is the second complaint Ms*** has lodged with the Revdex.com. When we responded to the first you immediately found her concern unwarranted. This second one is the exact same situation. Ms*** calls our dealership on a daily basis and harasses our employees. She signed a form when cancelling her maintenance contract acknowledging that the process takes 6-weeks. She signed it and initialed it recognizing the time frame. She turned in her paperwork on February 19th. We are well within the time frame but still she calls daily to ask for a date. We already went through this process with her once when she cancelled her gap (see her first Revdex.com complaint). I personally have only spoken to her one time and she has never left me a voice mail. Because she has now requested two cancellations at two different times we have been dealing with Ms*** for months. The way she treats our employees is completely unacceptable. Even though we have done nothing wrong I will process her cancellation immediately and send her a check. We ask that Ms*** finds a new dealership to do any future business with. Thank you, *** ***Executive Assistant to Chuck PetersonFolsom Lake Ford & Folsom Lake KIA***

Revdex.com:
I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to meBut I want to be called to pick it up as it says on my paper work thank you

Revdex.com:
I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me.

I feel bad for the way [redacted] handled the situation and that [redacted] felt the way she did.  We don't approve of treating people this way and it is not acceptable here.   I also feel bad that the car broke down.  From what I can tell the car has been fixed and working properly and...

we gave [redacted] a loaner while it was being fixed.   I am not sure what type of store credit [redacted] would be referring to but I would have no problem giving her a 100 credit to our service department for future services but can not offer any type of cash credit.   I have also sat [redacted] down to make sure she doesn't treat anyone else in this manner in the future.   Thanks

I am rejecting this response because:It was functioning prior to taking it to Kia.

The claim that this vehicle is salvaged and a total loss is not true.  While [redacted] shows this, [redacted] is not what matters, in fact [redacted] got bad information from a body shop who initially on NMVTIS says to be determined on a total loss but was never totaled and was fixed. if this vehicle...

was totaled it would have been that way on the title.   All this happened prior to Folsom Lake Kia owning the vehicle.  Currently the title, dmv records and the government agency NMVTIS all show the title being clean and this vehicle is not totaled or salvaged as we don't sell salvaged vehicles.  [redacted] has had a history of records that are not true and that is why the DMV requires us to run the NMVTIS and does not regard [redacted] as anything important other than [redacted] has marketed itself so much that consumers think its the accurate truth.  We have offered MRS. [redacted] 4500-5000 for their Sedona even though its only worth 2500 if it was in excellent condition which it isn't.  I feel we have offered them well above and beyond what the vehicle is worth and the claim that the vehicle is salvaged is not true.  I attached the current dmv records of the vehicle.

Here is the front and back of RO.   Again we rolled down the window of her car and then it wouldn't come back up.  There was nothing we did to cause it to break.  I would assume it had a prior problem.

Tell us why heThe customer came into the dealership on 6-21-17 and we found that the ac compressor and pressure switch were faulty.  The car came into the dealership with only 1.25 pounds of freon in the vehicle which is a 2.03 pound system.  So, the vehicle was .78 pounds of freon...

empty.   It was evident that there was a loss of freon  that had occurred , but there was no leak verified at the time.  After evacuating and recharging the ac system to full freon capacity, the vehicle went from blowing at 70 degrees to 60 degrees from the center vent.   We expected the system to blow colder on this day based on outside temperature.  We were then able to diagnose a faulty compressor and pressure switch.  These parts were special ordered for customer and installed on a later date which was 6-26-17.  After the installation of the parts, the center vent temperature was blowing out at 46.4 degrees at idle and 44.4 degrees at 1800 RPM's.   There was an immediate change in the ability of the ac system to cool the vehicle after these parts were replaced and no leaks were evident,  so the vehicle was released back to the customer.  The  price paid by the customer for the parts & freon was $624.44 plus tax of $48.39, and there was an installation fee  $154.00. The total paid for the repair was $826.83.  This fee was separate from diagnosis time of $140.00 and the freon replacement  cost  of $43.68 that was missing from the ac system.  The vehicle came back on 6-29-17, and it was found that the freon was leaking from vehicle  enough to cause the vehicle to blow warm again, but it was not obvious where it was leaking.  Dye was added to the freon to assist technician in finding the leak with a black light. The vehicle was driven and ran for a while to wait for a leak to become evident .  Eventually, the shop found that the evaporator was leaking freon.  Since this leak was not evident at the time of the initial diagnosis, the service manager decided to offer the customer a refund of $826.83 which was the full price paid for the  ac compressor and pressure switch.  Even thought the ac compressor and pressure switch were needed on the vehicle and proved to make the ac system blow 15 degrees cooler, we felt that it was appropriate to help the customer in this way.   The next recommended repair was to replace the evaporator along with the expansion valve.  The customer decided to take their refund money and apply it toward this repair which was made on                      7-10-17, and  a $207.00 rental van bill was paid for by Folsom Lake Kia so we could further help the customer during the time of the parts replacement.   After replacement of these parts, the ac temperature from the center vent was around 50 degrees , which was ok since the outside temperature was extremely hot outside on this day. The ac system cannot  cool as much on an extremely hot day outside.  The evaporator and expansion valve repair costs were $1621.83, and the customer used their refund of $826.83 to help pay for this repair.  The customer had only the balance of $795.00 to pay on this visit for  the continued repair.  The dash is required to be removed in order to replace the evaporator due to the location of the part.  The customer came into the dealership on 6-21-17 and we found that the ac compressor and pressure switch were faulty.  The car came into the dealership with only 1.25 pounds of freon in the vehicle which is a 2.03 pound system.  So, the vehicle was .78 pounds of freon empty.   It was evident that there was a loss of freon  that had occurred , but there was no leak verified at the time.  After evacuating and recharging the ac system to full freon capacity, the vehicle went from blowing at 70 degrees to 60 degrees from the center vent.   We expected the system to blow colder on this day based on outside temperature.  We were then able to diagnose a faulty compressor and pressure switch.  These parts were special ordered for customer and installed on a later date which was 6-26-17.  After the installation of the parts, the center vent temperature was blowing out at 46.4 degrees at idle and 44.4 degrees at 1800 RPM's.   There was an immediate change in the ability of the ac system to cool the vehicle after these parts were replaced and no leaks were evident,  so the vehicle was released back to the customer.  The  price paid by the customer for the parts & freon was $624.44 plus tax of $48.39, and there was an installation fee  $154.00. The total paid for the repair was $826.83.  This fee was separate from diagnosis time of $140.00 and the freon replacement  cost  of $43.68 that was missing from the ac system.  The vehicle came back on 6-29-17, and it was found that the freon was leaking from vehicle  enough to cause the vehicle to blow warm again, but it was not obvious where it was leaking.  Dye was added to the freon to assist technician in finding the leak with a black light. The vehicle was driven and ran for a while to wait for a leak to become evident .  Eventually, the shop found that the evaporator was leaking freon.  Since this leak was not evident at the time of the initial diagnosis, the service manager decided to offer the customer a refund of $826.83 which was the full price paid for the  ac compressor and pressure switch.  Even thought the ac compressor and pressure switch were needed on the vehicle and proved to make the ac system blow 15 degrees cooler, we felt that it was appropriate to help the customer in this way.   The next recommended repair was to replace the evaporator along with the expansion valve.  The customer decided to take their refund money and apply it toward this repair which was made on                      7-10-17, and  a $207.00 rental van bill was paid for by Folsom Lake Kia so we could further help the customer during the time of the parts replacement.   After replacement of these parts, the ac temperature from the center vent was around 50 degrees , which was ok since the outside temperature was extremely hot outside on this day. The ac system cannot  cool as much on an extremely hot day outside.  The evaporator and expansion valve repair costs were $1621.83, and the customer used their refund of $826.83 to help pay for this repair.  The customer had only the balance of $795.00 to pay on this visit for  the continued repair.  The dash is required to be removed in order to replace the evaporator due to the location of the part.  This is a normal procedure in order to replace certain parts since we sealed the ac system up over one week prior to this visit.  It was verified that the vehicle still had the exact same amount of freon in the car as before, and there was definitely no loss of freon.  So, the ac system was holding the freon inside the ac system at this time which confirmed that the repair to replace the leaking part did seal the ac system properly.    The customer was going to try to bring car back again on a later date, but we received a phone call a week later saying that the car was working fine.  So , the customer did not come in on their appointment date.   The appointment was cancelled by the customer for this reason, and  the service manager was not given an opportunity to evaluate the ac system or inspect the cruise control concern as promised.   The service manager agreed already that the shop would do a complimentary diagnosis or inspection of any concern that they were experiencing.   We are not sure if the cruise control is working or is not working since  we only saw the vehicle after regular business hours on the previous visit.   The ac system  and road testing was the only item that we were addressing that night.  Several more weeks later, the customer called the service manager and told him that it is not convenient to bring the vehicle to Folsom Lake Kia again.   It was requested by the customer that money be given to the customer so that they can take the car to another shop for the inspection.   The service manager informed the customer that it is customary to diagnose the vehicle, and then the dealership can proceed in an appropriate manner regarding the discussion of asking for money .  However, the service manager did repeat multiple times on the phone that he is very interested in hearing about the findings of another shop so that he can evaluate if the dealership should provide financial assistance or if there is an ethical obligation to assist the customer in any way.    On the last time we had the vehicle in the shop, the ac system was working good and the ac system was sealed.  All the concerns from the customer are concerns that have not been verified at this time, and the concerns being stated by the customer may be unrelated to our repair.   The problems just need to be verified and diagnosed so that the situation or proper resolution can be understood better.  The customer mentioned that that certain gears were replaced, but no such parts related to gears were replaced and none of the invoices reflect this.   The prices paid by the customer for the ac system repairs are outlined with the accurate prices because the prices mentioned by the customer are not accurate.  Perhaps the customer is lumping in repair costs for a non ac system related job since a motor mount  and labor for this were paid for in advance on one invoice.   The customer also mentioned that the service manager could no longer assist.  This is not accurate.  The customer was given the opportunity to come back again for further assistance, but the customer cancelled their appointment with us.  Furthermore, it was discussed by the service manager to the customer over the phone that he is happy to talk about the situation again when more information in brought to light and a diagnosis can  take place for verifiable problems.  So at this point we are willing to help but they don't want to let us look into it.  This is a very old vehicle with high miles and is very difficult to deal with at times.  So if we can have vehicle we can try and see what is happening

[redacted] cancelled her gap insurance on January 19th and she signed a document that says she will receive her money within 6-8 weeks as that is our policy.  Her cancellation will be done in order that we receive it which looks to be in the next 5 business days which means she should...

have her check by late next week sometime.  This will be less than the 6-8 weeks than says on the cancelation form, and I don't know why this is a better business complaint as we have done nothing wrong.  I would appreciate [redacted] to stop calling and harassing my employees in the meantime.  Thanks