Kia of St. Cloud

Initial Business Response /* (1000, 8, 2014/03/31) */
customer and our finance manager worked it out

Attached are the documents showing they purchased the rust protection and knew it was not refundable.  The warranty is the bulk of what they are paying for and is not transferable to 2nd owner.  There will not be a refund issued. Joshua ###-###-####

Initial Business Response /* (1000, 5, 2015/07/14) */
They just need to bring back our car and we will give them their trade. We need our car back within 48 hours.
Initial Consumer Rebuttal /* (3000, 7, 2015/07/15) */
(The consumer indicated he/she DID NOT accept the response...

from the business.)
I have yet to recovered anything in writing stating that I am not responsible for anything that pertains to the car. Or proof that this will not affect my credit. Also did not revive any compensation for the point the vehicle we where trading was reported late on our credit because of this deal not going through
Final Business Response /* (1000, 11, 2015/07/29) */
Contact Name and Title: Joshua [redacted]
Contact Phone: [redacted]
Contact Email: [redacted]@kiaofstcloud.com
We have done everything[redacted] has requested except the compensation. Normally when we restock a car we charge the customer for running the car back to service, re-detail, and the fee we pay for new window stickers and listings. We did not charge her any of that but will not be issuing any compensation.
Final Consumer Response /* (2000, 13, 2015/07/30) */
(The consumer indicated he/she ACCEPTED the response from the business.)
you will not get any recommendation from us in the future. any one who wants to go the Kia I will strongly advise not to. The customer service that was received and the financing that was received was ridiculous. I will say that we are COMPLETELY satisfied with our NEW ford Fusion that we had NO issues getting.

Initial Business Response /* (1000, 11, 2014/03/14) */
When she bought the Nissan it was still covered by the factory warranty. She refuses to take the car to her local dealer to have it looked at and refuses to bring it to us to look at it. We will not be issuing any...

refunds.
Initial Consumer Rebuttal /* (3000, 13, 2014/03/17) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Actually, I have never refused to bring the vehicle in. With my conversations with Kia of St. Cloud, I told them I was willing to bring it in to a dealer (I live 800 miles away from Kia of St. Cloud) so that is a blatant lie. I requested the issues to be taken care of because of items that Kia of St. Cloud neglected to do, i.e. no coolant in the vehicle, no valve stem covers, flat tire because of faulty valve stem and no cover. Instead Kia of St. Cloud has LIED and stated that I refused to do anything and I hope that everyone who reads this will avoid doing business with them. They have HORRIBLE customer service and I wouldn't recommend them to anyone. All of these items happened within hours of purchasing the vehicle and I was charged for these things per conversations with employees there, but yet these things caused issues with the car. Charging someone for items that were never there is fraudulent and Kia of St. Cloud seems to think that its okay.

We will be happy to send her $30 for gas, for good will.  Please call Joshua at ###-###-#### to let me know where you would like it sent or if you would like to pick up cash.    As far as removing the inquiry she needs to contact the credit bureau.

Initial Business Response /* (1000, 7, 2015/12/07) */
Ms . [redacted] purchased the Sportage 02/14/2015. At that point we did verify there were no accidents that resulted in a salvage, junk, rebuilt, fire, flood, hail, or lemon title that we would need to disclose to a customer or the bank. I...

did pull a carfax and was able to see the Sportage last reported had 49,872 miles on it.
The carfax does show an accident, could have been as minor as a paintless dent repair. Even taking in to account the 21,646 miles that have been put on the Sportage in the last 10 months that Ms [redacted] has owned it, Carfax gives an add for $1,450 because of the great history report. We would love to have Ms [redacted]'s Sportage back and would give her top dollar for it if she wants to trade it in on a different car. She can come in and see me or call me and I will be happy to put something together for her. Attached is the carfax showing the accident, the clear title as well as the $1,450 add because of the great history.

Initial Business Response /* (1000, 7, 2015/12/07) */
Ms . [redacted] purchased the Sportage 02/14/2015. At that point we did verify there were no accidents that resulted in a salvage, junk, rebuilt, fire, flood, hail, or lemon title that we would need to disclose to a customer or the bank. I did...

pull a carfax and was able to see the Sportage last reported had 49,872 miles on it.
The carfax does show an accident, could have been as minor as a paintless dent repair. Even taking in to account the 21,646 miles that have been put on the Sportage in the last 10 months that Ms [redacted] has owned it, Carfax gives an add for $1,450 because of the great history report. We would love to have Ms [redacted]'s Sportage back and would give her top dollar for it if she wants to trade it in on a different car. She can come in and see me or call me and I will be happy to put something together for her. Attached is the carfax showing the accident, the clear title as well as the $1,450 add because of the great history.

Revdex.com spoke to Ms [redacted] by phone (5/24, 3:30 PM). Ms [redacted] says that yes, she is currently in possession of the 2011 Sorento, but that she has no idea who she's supposed to be...

making payments to at this point (dealership? bank?), as her bank would not re-write the loan or issue a new one due to the confusion surrounding the lien card. Says Kia of St Cloud will not call her back to sort this issue out.

I am rejecting this response because:
the strut tower doesn't just become dangerous in a few months

We will be happy to re-detail and buff her VW CC, however her friend that was kicked out of the dealership is not allowed back on our property.  I did attach the invoice from our paint guys,that painted the scratch.

Initial Business Response /* (1000, 6, 2014/06/23) */
The customers son called in the next day saying his parents already had one SUV and they came in to buy a van. I set an appointment with the parents and agreed to trade in Sorento on a Van that was newer than the Sorento and lower their...

payment. After much discussion with them they decided they wanted to keep the Sorento because the knew the previous owners and that they had taken goo care of it. We canceled the extended warranty and gap and ask their credit union to re-amortize the loan to lower the payment. We do not have a return policy.
Initial Consumer Rebuttal /* (3000, 8, 2014/06/24) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I was pushed into buying this vehicle and rushed through paperwork I didn't understand. The sales people would not let me leave unless I bought a vehicle from them. I'm on a fixed income and that didn't matter to them they just pushed and pushed. They wouldn't even let me get my old van back which they took as a trade-in. I can't afford the payment and I can't afford the loss I would incur if I tried selling this vehicle. There are many similar reviews against Kia of St Cloud and their sales practices need to be investigated or shut down.

Initial Business Response /* (1000, 10, 2015/06/17) */
Eerything is done, but the [redacted] will not honor the rustproof warranty and we can not make them.
Initial Consumer Rebuttal /* (3000, 12, 2015/06/17) */
(The consumer indicated he/she DID NOT accept the response...

from the business.)
Everything is done? Really? First of all, I still have not received any of the contract agreement paperwork I had to re-sign. Second, I have not received the panels for the cargo area of my car.
Also, since you never told me that I needed to have the car checked at your dealership nor how often--I only found that out when I looked at the warranty--either you find a dealership close to Minneapolis who will honor the warranty or refund my money.
Final Consumer Response /* (4200, 33, 2015/07/29) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I had hoped this would be the end of this, but I'm not surprised that isn't the case. I finally got copies of my purchase agreement (3 1/2 months late) after Kia "over knighted" (Josh's spelling) it to the Revdex.com upon their request and they sent it to me. Today I found out that I apparently "misunderstood" Josh's response to the Revdex.com which I am copying from the Revdex.com site: "We did apply the rust proofing on 04/28/2015. I have made arrangements so that she can have warranty work for the Rust Protection completed at a Body Shop in White Bear Lake. [redacted], White Bear Lake, MN 55110." I thought I should call [redacted] (which is the actual name, not the one that Josh wrote) to make sure they had all the info they needed to do the rust proofing checks every 2 years on my car that are required for the warranty to be valid. Upon reading "I have made arrangements" I thought that meant that Josh had talked with [redacted] and let them know that they would be working directly with me and that Kia would be paying for any warranty work that needed to be done. Normally, someone who understands and communicates in the English language would agree with me, such as Charles from [redacted]. But right there begins the "misunderstanding" because Josh had not in fact contacted [redacted] at all! Charles knew nothing about it when I read to him what Josh had written in his response to the Revdex.com. Charles had another guy call Josh and ask him what was going on with this and Charles reported back to me that I must have misunderstood what Josh had written and that I should give him a call--even though Charles didn't know what was unclear about Josh's statement. Charles just wanted to be assured by Kia that they would pay for any rust work done and time spent. [redacted] were not given that assurance from Kia, yet I am told that it is I who am confused. A while later, I received a phone call from Scott saying he was called by [redacted] and asked to give me a call about a rust proofing issue. Huh. Scott, it turns out, had zero information on my issues, even though he is the manager of the sales department, and didn't bother to find out anything before calling me. Scott was also unaware of this direct quote from Kia's policy: "You must have your vehicle inspected by your selling dealer every 24 months from the original date of treatment . . .Failure to comply with any of the above instructions will render the warranty VOID."
He thought you only need to bring it in if there's a problem. Nothing like knowing the products you sell and what is happening in your own department. . . I was hoping not to have to get the attorney general involved, but apparently I have no choice.
Final Business Response /* (4000, 36, 2015/08/05) */
Received following response from Josh [redacted] at Kia of St Cloud, via e-mail:
"If she talks to anyone at [redacted] that is not aware of the arrangement they can contact myself Joshua or our owner. They know how to contact all of us and we will pay them for performing our warranty work for us. They know before performing work to call and get authorization before performing any warranty work.
Joshua [redacted]"

I am rejecting this response because:  I am in a loaner car.  Fine but I have no timeline on when it will be done.  I was told by the manager that when they got the...

car tuesday afternoon that he would contact me tuesday evening with information.  I have emailed him twice, the used car manager once and the sales guy twice and the sales guy got back to me today and said we are waiting on parts to show up.  I have no other options but to wait for them to fix it.  The Manager pretty much said he will fix it or you can trade it back for what you paid for it towards a different vehicle.  The problem with that is there are no other vehicles on the lot that we want in our price range and i've already put 250 bucks into it since the battery needed to be replaced 2 days after getting home and I replaced the roof rack, which I said I would fix.  I was talking to another car dealership the other day as we bought a new van as well and told them the issues and stuff and the first thing they asked was did you take it back?  I said I tried but they have a no return at all cost policy apparently and dont care about customer satisfaction or customers after the sale.  They only car about making the buck and letting it be at that no matter what.  At this point it is what it is.  I wait for my car to come back, which I bought on the 4th of November and have only had it in my possession for about 4 days out of the last 2 weeks.  The rest of the time the dealership has had it.   Looks like some dealerships want to make customers happy at all cost and others dont care as long as they make a sale.

We are not sure what false information we provided.  In your complaint, you state that when you talk to someone in finance they talk you out of canceling, then you said you've been trying to cancel for 7 months, but want the warranty canceled back to...

when you bought the car?  I'm a little confused and would like clarification.  I also would be happy to cancel your warranty for you.

I am rejecting this response because:
You paid the amount that you say was the payoff amount and no you don't have the lien on the car that you got from us.  Kia Finance did not release the lien on the car so if you have a title it still has a lien on it. The other fact is I was told by Maik that the care was sold so if it was sold those people who purchased it should know that there is a lien on it.  That car is not paid off and nor will it unless you resolve this issue.  I can not believe how you treat your customers. Kia finance said that they gave you the full pay off amount and that the mistake was on your end.  They do not release the lien with even one penny owing.

Initial Business Response /* (1000, 5, 2015/11/12) */
I've never heard from Mr. [redacted] about wanting to cancel the protection. The protection package he purchased was $795 not $1700. But if he had contacted me I would have explained the protection package is not a cancelable product. No...

refund is being issued. We have multiple [redacted]s in our computer, if the refund is for something else Mr. [redacted] can contact me and I will verify his VIN number and get anything else canceled and a refund issued. The only purchase I could find for him was from July 16, 2014.
Initial Consumer Rebuttal /* (3000, 7, 2015/11/14) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The car purchased was in the name of [redacted] and [redacted]. We have called and went in personally many times. This is what I wrote in the initial complaint. We have been put off, put on hold, and hung up on. Nobody will address this issue. This is our only recourse. There is some type of a clear coat that was never done and also an undercoating that was never done.
Since they were not completed, but we are paying for them, I see no reason why they can not be refunded. Simply saying it can not be refunded is unnacceptable.
Final Business Response /* (4000, 15, 2015/12/01) */
We will be happy to cancel the extended warranty that was $1,680.00. We just need to know how many miles are on the car and a signed cancelation form for the warranty company. Mr. [redacted] can bring the car by so we can get the mile and he can sign the form or we can e-mail/text a picture of the odometer and I can e-mail/mail the cancelation form that he can sign and send back.
Final Consumer Response /* (2000, 17, 2015/12/03) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Please send your email address to [redacted]@gmail.com with the form and we will take a picture of the odometer, sign the form, and send it back to you.

We ordered the parts to fix the navigator properly and the customer is in a loaner car while we wait for the parts.

I am rejecting this response because: along with the detail and buff I would like the chrome trim on the windows fixed from the product that was put on it when it was apparently detailed. The back bumper needs to be sanded and then repainted professionally. It was simply sprayed over, not sanded, and has paint bubbling in it.

Initial Business Response /* (1000, 5, 2015/07/14) */
They just need to bring back our car and we will give them their trade. We need our car back within 48 hours.
Initial Consumer Rebuttal /* (3000, 7, 2015/07/15) */
(The consumer indicated he/she DID NOT accept the response from the...

business.)
I have yet to recovered anything in writing stating that I am not responsible for anything that pertains to the car. Or proof that this will not affect my credit. Also did not revive any compensation for the point the vehicle we where trading was reported late on our credit because of this deal not going through
Final Business Response /* (1000, 11, 2015/07/29) */
Contact Name and Title: Joshua [redacted]
Contact Phone: [redacted]
Contact Email: [redacted]@kiaofstcloud.com
We have done everything[redacted] has requested except the compensation. Normally when we restock a car we charge the customer for running the car back to service, re-detail, and the fee we pay for new window stickers and listings. We did not charge her any of that but will not be issuing any compensation.
Final Consumer Response /* (2000, 13, 2015/07/30) */
(The consumer indicated he/she ACCEPTED the response from the business.)
you will not get any recommendation from us in the future. any one who wants to go the Kia I will strongly advise not to. The customer service that was received and the financing that was received was ridiculous. I will say that we are COMPLETELY satisfied with our NEW ford Fusion that we had NO issues getting.

We have been working with the client and have made the repairs she requested.