Letter Date: 6/26/Dear *** ***:In response to the complaint made by *** *** on the date of 6/25/2017.I would like to provide a detailed description of the events that have taken place from the original corresponce between myself and Ms.***/Ms.R***I had first correspondence
with Ms*** ***s friend as an inbound phone call on the date of 6/08/Ms*** inquired as to what the least expensive vehicle on our lot currently wasI went on to mention that we had a very well taken care of Dodge Stratus that might interest the customerMs*** then went on to explain she suffers from ** and it would be a very difficult task to physically come to the dealership and take a look at our vehicleFeeling empathy for Ms*** I offered to bring the vehicle to the customers place of residence my next available day off (6-8-2017)Upon arriving at the customers place of residence that morning I was greeted warmly by Ms.***Ms*** looked the vehicle over and asked me a few questions pertaining to the vehicleAfterwards she introduced me to Ms***After talking for a brief period of time with Ms*** and Ms*** about the vehicle and the price of said vehicleThey agreed to fill out a joint credit application to attempt purchase of the vehicle in questionUpon my arrival back to the dealership I had my sales manager run credit to see if financing would be an option, the result of which did not bode wellAt this point Ms** ** and Ms*** were notified that our conventional retail outlets were not going to be an option and that the deal was going to be turned over to our special finance deptThe Original call back from CAC (our primary special finance bank) stated a loan approval with $2,down payment this information was relayed to the customer on the date of 6-13-at which time the customer (Ms***) informed me that there was no possible way of coming up with that amount of money and the maximum amount of money able to be put down was in the amount of $1000.00, at this point I asked the customer if $1,would be a feasable option in hopes of a loan officer giving us a counter offer however at no point in time was a guarenteed approval promised with said amount of money downOur special finance department then informed me that $1,was still not a sufficient amount and that the minimum amount possible for a down payment was $2,At this point I alerted Ms*** of the call back from the bank and she explained that this wasn't an optionThen on the date of 6-16-MrPat B*** (one of our new/pre-owned sales managers) recieved a call from Ms*** saying that the $2,down payment would be available and that MS.*** would be in the following day 6-17-to begin the paperwork process, upon my arrival to work the next buisness day (6-17-17) I was alerted of this information and promptly called Ms.*** and Ms*** to confirm Ms***'s arrival timeThe response I had recieved was quite shocking in that Ms*** explained that the conversation regarding the $2,being available had never taken placeGiving the Customer(Ms.R***) the benefit of the doubt thinking that perhaps Ms. *** had become confused and mi spokeAfter being informed that the down payment wasn’t actually available and still having empathy for the customers situation I recomended a meeting with a 3rd party lender that I have worked with in the past.Being that Ms*** and Ms*** had no form of transportationI personally drove Ms*** to the previously mentioned lender on the date of 6-19-Unfortunately both customers were denied any sort of loan from this establishment as wellAfter I had expended all possible routes on my end of things I informed the customer that I had no other options available for themThen a few days later on the date of 6-22-I was informed by Ms*** that she had recieved some sort of back payment settlement from a previous employer and that the $2,down payment would be available on the date of 6-26-At this point she had requested the vinnumber for the vehicle and asked what the monthly payment would be, at this point in time being later in the evening our special Finance department was not available and the next day (6-23-2017) was my schedeuled day offOn the date of 6-24-I provided Ms*** with the information she had requested and was informed that she would not be going forward with the purchase due to the monthly payments in her mind were too high for the previously mentioned Dodge StratusI then explained to Ms*** that we have no control over the interest rate that we are quoted from CAC and the reason for the payments being what they are is simply due to the fact that CAC is a subprime lender who’s rates are typically on the higher end of the spectrum due to the high risk nature of subprime lendingI was then informed by Ms*** that she was going to purcahse a vehicle elsewhere with cash and avoid financing all togetherI was then at that point thanked for my time and was under the impression that My experience with Ms*** and Ms*** were over until the morning of 6-26-when I was informed that a complaint to the Revdex.com had been issuedI regret that the outcome of this particular interaction however sometimes this is the nature of my buisnessI appreciate the time you have taken to review this rebutal and Only wish the issuer of the complaint my best wishes
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
Regards,
*** ***
Good Afternoon, We have pulled the Repair Order records on the Fusion referenced in the customers complaint and have reached out to the customer to discuss his issues with our service departmentWe have established that we had an internal communication errorManagement has reimbursed
the customer the desired amount for parts and labor for the repair, and counselled the employees involved on the importance of clear and timely communication. Thank You,David M***
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 complaint was not about the vehicle damage! And there was no damage, it was wear and tear on the tires and the charge was for tires and the disposition fee! The complaint was about the fact that we were told if we stayed with Kia we would not be charged for any of the wear and tear or a disposition fee under the Kia loyalty program! Obviously we would have replaced the tires at a much cheaper price ourselves had we known this information! We were told a lot of wrong information and that is why I was asking for at least the disposition fee to be paid for! I never got a response from CHarper when I emailed them and now it seems like they didn't even take the time to read the original complaint because I said nothing about disputing damage to the vehicle and I was not asking for the full about to be refunded, just the disposition fee of $400! Maybe Charper should take the time to educate their sells team on what the clear policy for the Kia loyalty program is instead of just trying to make a sell!
Regards,
[redacted]
The dispute for the damage on the vehicle is not between the customer and C. Harper, it is between the customer and Kia Motors Finance (###-###-####) as per pictures that are attached there was damage to the lease return which is in clear violation of the lease agreement signed at the time of...
purchase. Thank you for your consideration,David M[redacted]General Manager###-###-####
Letter Date: 6/26/Dear *** ***:In response to the complaint made by *** *** on the date of 6/25/2017.I would like to provide a detailed description of the events that have taken place from the original corresponce between myself and Ms.***/Ms.R***I had first correspondence
with Ms*** ***s friend as an inbound phone call on the date of 6/08/Ms*** inquired as to what the least expensive vehicle on our lot currently wasI went on to mention that we had a very well taken care of Dodge Stratus that might interest the customerMs*** then went on to explain she suffers from ** and it would be a very difficult task to physically come to the dealership and take a look at our vehicleFeeling empathy for Ms*** I offered to bring the vehicle to the customers place of residence my next available day off (6-8-2017)Upon arriving at the customers place of residence that morning I was greeted warmly by Ms.***Ms*** looked the vehicle over and asked me a few questions pertaining to the vehicleAfterwards she introduced me to Ms***After talking for a brief period of time with Ms*** and Ms*** about the vehicle and the price of said vehicleThey agreed to fill out a joint credit application to attempt purchase of the vehicle in questionUpon my arrival back to the dealership I had my sales manager run credit to see if financing would be an option, the result of which did not bode wellAt this point Ms** ** and Ms*** were notified that our conventional retail outlets were not going to be an option and that the deal was going to be turned over to our special finance deptThe Original call back from CAC (our primary special finance bank) stated a loan approval with $2,down payment this information was relayed to the customer on the date of 6-13-at which time the customer (Ms***) informed me that there was no possible way of coming up with that amount of money and the maximum amount of money able to be put down was in the amount of $1000.00, at this point I asked the customer if $1,would be a feasable option in hopes of a loan officer giving us a counter offer however at no point in time was a guarenteed approval promised with said amount of money downOur special finance department then informed me that $1,was still not a sufficient amount and that the minimum amount possible for a down payment was $2,At this point I alerted Ms*** of the call back from the bank and she explained that this wasn't an optionThen on the date of 6-16-MrPat B*** (one of our new/pre-owned sales managers) recieved a call from Ms*** saying that the $2,down payment would be available and that MS.*** would be in the following day 6-17-to begin the paperwork process, upon my arrival to work the next buisness day (6-17-17) I was alerted of this information and promptly called Ms.*** and Ms*** to confirm Ms***'s arrival timeThe response I had recieved was quite shocking in that Ms*** explained that the conversation regarding the $2,being available had never taken placeGiving the Customer(Ms.R***) the benefit of the doubt thinking that perhaps Ms. *** had become confused and mi spokeAfter being informed that the down payment wasn’t actually available and still having empathy for the customers situation I recomended a meeting with a 3rd party lender that I have worked with in the past.Being that Ms*** and Ms*** had no form of transportationI personally drove Ms*** to the previously mentioned lender on the date of 6-19-Unfortunately both customers were denied any sort of loan from this establishment as wellAfter I had expended all possible routes on my end of things I informed the customer that I had no other options available for themThen a few days later on the date of 6-22-I was informed by Ms*** that she had recieved some sort of back payment settlement from a previous employer and that the $2,down payment would be available on the date of 6-26-At this point she had requested the vinnumber for the vehicle and asked what the monthly payment would be, at this point in time being later in the evening our special Finance department was not available and the next day (6-23-2017) was my schedeuled day offOn the date of 6-24-I provided Ms*** with the information she had requested and was informed that she would not be going forward with the purchase due to the monthly payments in her mind were too high for the previously mentioned Dodge StratusI then explained to Ms*** that we have no control over the interest rate that we are quoted from CAC and the reason for the payments being what they are is simply due to the fact that CAC is a subprime lender who’s rates are typically on the higher end of the spectrum due to the high risk nature of subprime lendingI was then informed by Ms*** that she was going to purcahse a vehicle elsewhere with cash and avoid financing all togetherI was then at that point thanked for my time and was under the impression that My experience with Ms*** and Ms*** were over until the morning of 6-26-when I was informed that a complaint to the Revdex.com had been issuedI regret that the outcome of this particular interaction however sometimes this is the nature of my buisnessI appreciate the time you have taken to review this rebutal and Only wish the issuer of the complaint my best wishes
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
Regards,
*** ***
Good Afternoon, We have pulled the Repair Order records on the Fusion referenced in the customers complaint and have reached out to the customer to discuss his issues with our service departmentWe have established that we had an internal communication errorManagement has reimbursed
the customer the desired amount for parts and labor for the repair, and counselled the employees involved on the importance of clear and timely communication. Thank You,David M***
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 complaint was not about the vehicle damage! And there was no damage, it was wear and tear on the tires and the charge was for tires and the disposition fee! The complaint was about the fact that we were told if we stayed with Kia we would not be charged for any of the wear and tear or a disposition fee under the Kia loyalty program! Obviously we would have replaced the tires at a much cheaper price ourselves had we known this information! We were told a lot of wrong information and that is why I was asking for at least the disposition fee to be paid for! I never got a response from CHarper when I emailed them and now it seems like they didn't even take the time to read the original complaint because I said nothing about disputing damage to the vehicle and I was not asking for the full about to be refunded, just the disposition fee of $400! Maybe Charper should take the time to educate their sells team on what the clear policy for the Kia loyalty program is instead of just trying to make a sell!
Regards,
[redacted]
The dispute for the damage on the vehicle is not between the customer and C. Harper, it is between the customer and Kia Motors Finance (###-###-####) as per pictures that are attached there was damage to the lease return which is in clear violation of the lease agreement signed at the time of...
purchase. Thank you for your consideration,David M[redacted]General Manager###-###-####