Lowell Guitar & Sound

The Kia response does not have the facts rightWhen I first was told of the dent on the car, I was told it would take one day and I was NOT offered a replacement vehicle for purchase When I found out the next day that it would take much longer and called a manager to complain, the context of the conversation never would have led me to believe he was offering to sell me a permanent replacementIt went like this: I told him that I could not use the loaner, a Kia Soul, for my part-time job because it has to be registered and approved in advance"Do you want a instead?" he asked meBy the way he asked, I was led to believe he was asking me if I wanted a loaner When I found out a week later that a second dent had been discovered and I would not get the car for another week (or more), THAT'S when I asked for a permanent replacement and that's when I was told that it was too late because (1) they had offered me one previously, which I never understood, and (2) the bank now owned the carI have no doubt that if they truly cared about customer service and truly cared about ME, they would have found a way to make it happen.? It also is important, I think, to know why the dents occurredI can't prove this, of course, but one of the workers there told me that they were the result of neighborhood kids throwing rocks at the cars on the lotHe said the rocks have caused a lot of damage, including broken windowsThat makes much more sense than what one of the managers told me -- that it must have happened when the car was transportedI have no doubt that Earnhardt Kia is attempting to cover up this information because the last thing it wants is for potential customers to know that new cars on the lot could be damaged.I stand by my complaint: I was forced to take a damaged vehicle at the same priceTheir payment for half of the first month is woefully inadequate

The manager who offered MrV [redacted] a replacement Kia Soul made it clear that he was offering to sell him a different vehicle.? The manager told him he would need to sign new purchase documents and that the only? difference between the vehicle he initially purchased and the replacement vehicle would be the VIN.? MrV [redacted] declined, saying it was a "long story," but he had to have the initial vehicle.? The dealership only submitted? MrV***'s approved contract for final funding because he declined the ? replacement vehicle.The exact cause of the dents is unknown, but by far the most likely cause is superficial? damage in transit, as was asserted.? The material? aspects of the small dents are that they? are minor, superficial and repaired.? ? ? ? MrV [redacted] remains welcome to pick up the check for half of his first month's payment, as was agreed between MrV [redacted] and the manager? Mary L [redacted] /General Counsel ?

The dealership regrets Mr***' dissatisfaction with his vehicle.? It would be happy to cancel the products for him.? He can come to the dealership and ask for ? Rhonda H [redacted] to sign cancellation documents.Mr [redacted] indicates that the vehicle was traded to another dealer on January 29, 2017.? As of February 15, 2017,? MVD? records? still show a lien in favor of Kia Financial.? ? Until the lien is released, the refund for the products has to be sent to the lienholder to ? reduce the balance due on the loan.? If Mr [redacted] can demonstrate satisfaction of the Kia Financial lien, the payment can be made directly to Mr***.? ? Mr [redacted] should bring proof of payment in full of the loan? when he comes to the dealership if he would like to receive direct payment of the refunds.? ? ? Mary L [redacted] /General Counsel

The Kia response does not have the facts rightWhen I first was told of the dent on the car, I was told it would take one day and I was NOT offered a replacement vehicle for purchase When I found out the next day that it would take much longer and called a manager to complain, the context of the conversation never would have led me to believe he was offering to sell me a permanent replacementIt went like this: I told him that I could not use the loaner, a Kia Soul, for my part-time job because it has to be registered and approved in advance"Do you want a instead?" he asked meBy the way he asked, I was led to believe he was asking me if I wanted a loaner When I found out a week later that a second dent had been discovered and I would not get the car for another week (or more), THAT'S when I asked for a permanent replacement and that's when I was told that it was too late because (1) they had offered me one previously, which I never understood, and (2) the bank now owned the carI have no doubt that if they truly cared about customer service and truly cared about ME, they would have found a way to make it happen. It also is important, I think, to know why the dents occurredI can't prove this, of course, but one of the workers there told me that they were the result of neighborhood kids throwing rocks at the cars on the lotHe said the rocks have caused a lot of damage, including broken windowsThat makes much more sense than what one of the managers told me -- that it must have happened when the car was transportedI have no doubt that Earnhardt Kia is attempting to cover up this information because the last thing it wants is for potential customers to know that new cars on the lot could be damaged.I stand by my complaint: I was forced to take a damaged vehicle at the same priceTheir payment for half of the first month is woefully inadequate

When MrV*** was taking delivery of his new Kia Soul, a dent on the hood was noticed. The dealership offered to switch MrV*** to a different Kia Soul that did not have a dent. Mr. V*** declined, so the dealership agreed to his request to fix the dent. Mr
V*** was provided with a Kia Soul as courtesy loaner vehicle during the repair. The body shop found another small ding on the side of the vehicle, repair of which delayed the return of the vehicle, but MrV*** remained in the courtesy Kia Soul loaner. To accommodate the delay, the dealership offered to pay half of MrV***'s first payment, an offer MrV*** accepted. At MrV***'s request the check to cover half of his first payment has been left with the receptionist at the dealership, where it remains. Earnhardt Kia does not know the nature of MrV***'s employment, but it is hard to imagine that if the Kia Soul he purchased would work for his employment, the loaner Soul would not have worked on a temporary basis. Mary L*** ***/General Counsel

To Whom It May Concern:Mr*** contacted us this morning to inform us that he had filed a complaintwith your Agency. A few hours later, we received your email which wasforwarded to me for response as Mr***s purchase was handled by theSpecial Finance Department which I head. A
brief summary of ourconversations with Mr*** is outlined in below.Mr*** purchased a Ford Taurus at Rodeo Kia, an Earnhardt Dealership, onSeptember 28, 2015. Mr*** inquired about the door code at thetime of sale, and was informed by the salesman that we do not have access tothe door code, and since he has keys to operate the vehicle, the door code isnot required to operate the car. Mr*** contacted us on September29, 2015, raising the same issue, and was informed that this was not a safety issueand was not covered under the Implied Warranty. He called again thefollowing day to complain, and a work order was created for our Rodeo Fordstore to reprogram the door. Mr*** called on October 10, 2015. Rodeo Ford stated that the doorcould not be reprogrammed; it was inoperable and had to be replaced at the costof $619.00. MrBeck was informed that since it could not bereprogrammed, in an offer of customer good will, we would issue him a checkin the amount of $to assist him in the cost of the key pad. When Mr*** called this morning, he spoke to one of my Managers, Ryan Cruise,to state that he had filed a complaint with the Revdex.com. Ryan again explainedthe implied warranty coverage on the Taurus but Mr*** felt that when weagreed to reprogram the door pad, the key pad would work and it does not. MrCruise consulted me, and I agreed to have Rodeo Ford replace the key pad atour expense. Mr*** stated that this fully satisfies hiscomplaint. The Director of Service at Rodeo Ford will set up the appointmentfor the repair with Mr*** personally Thank you for your inquiry and please contact me if you have any questions relatingto this matter. Best wishes:Colleen M***Special Finance DirectorEarnhardt Auto Centers###-###-####***

The manager who offered MrV*** a replacement Kia Soul made it clear that he was offering to sell him a different vehicle. The manager told him he would need to sign new purchase documents and that the only difference between the vehicle he initially purchased and the replacement vehicle would be the VIN. MrV*** declined, saying it was a "long story," but he had to have the initial vehicle. The dealership only submitted MrV***'s approved contract for final funding because he declined the replacement vehicle.The exact cause of the dents is unknown, but by far the most likely cause is superficial damage in transit, as was asserted. The material aspects of the small dents are that they are minor, superficial and repaired. MrV*** remains welcome to pick up the check for half of his first month's payment, as was agreed between MrV*** and the manager Mary L*** ***/General Counsel

To Whom It May Concern:Please be advised that *** ***, the Senior Manager who oversaw Ms** *** purchase, contacted her today to address the complaint she filed with your agency.? He apologized to Ms** *** because the emails and messages she had sent did not reach him.? Mr
*** took the following action to resolve Ms** *** concerns:1.? He provided her, by email, a copy of the *** report on her vehicle.2.? He authorized our Kia Service Department to contact Ms** *** to schedule an appointment to bring the Sorrento to the dealership for diagnosis and repair of the issues listed in her submission.? A rental car will be provided at our expense for her use while the Sorrento is in the shopHe provided his contact information so that Ms** *** can reach him directly if she has any additional questions or concerns.Ms** *** informed Mr*** that the action he took today resolved her complaint.? She is being contacted directly by Kia Service and the appointment will be scheduled at her earliest convenience.? Thank you very much for forwarding this complaint as it allowed us the opportunity to contact Ms** *** and address her issues.? Kindly contact me if you have any additional questions or concerns.Best Wishes:*** ***, Special Finance DirectorEarnhardt Auto Centers

The dealership regrets Mr***' dissatisfaction with his vehicle.? It would be happy to cancel the products for him.? He can come to the dealership and ask for ? Rhonda H*** to sign cancellation documents.Mr*** indicates that the vehicle was traded to another dealer on
January 29, 2017.? As of February 15, 2017,? MVD? records? still show a lien in favor of Kia Financial.? ? Until the lien is released, the refund for the products has to be sent to the lienholder to ? reduce the balance due on the loan.? If Mr*** can demonstrate satisfaction of the Kia Financial lien, the payment can be made directly to Mr***.? ? Mr*** should bring proof of payment in full of the loan? when he comes to the dealership if he would like to receive direct payment of the refunds.? ? ? Mary L*** ***/General Counsel

This has been the typical treatmentThe work they have performed in the past met my expectationsSo to say they do not meet them is and simply a way to white wash this overIt does not relieve them of thier obligations under contract selling Kia Vehicles with regard to honoring warranty serviceEarnhardt is again slandering me saying there were issues at other dealers when there was notThis is only digging their hole deeperThere is not another dealer within a reasonable distanceBell Kia is it

There was a delay in communicating with? MrJ***.? The first time the manager called, MrJ*** was engaged in his fantasy football draft and unable to talk.? ? Although? MrJ***'s daughter had had the vehicle for months, the dealership rep*aced the tires on the
vehicle.? ? The matter should be resolved to the customer's satisfaction.? Mary *** W***/General Counsel?

Hello maam here is an update customer is here and I am trying to put them in another vehicle I will keep you updated

Mr*** has been asked to have his vehicle serviced at another Kia dealer because of the manner in which he repeatedly has interacted with? sales and service personnel.? After several? attempts to satisfy Mr***'s requests, Earnhardt Kia determined it was unable to fulfill his
expectations and would not be able to fulfill his expectations in the future.? ? ? Earnhardt Kia has communicated its inability to satisfy Mr*** ? to Kia Motors America and understands that Kia also has been challenged to respond to Mr***'s satisfaction.? Earnhardt Further understands that another Kia dealer in the metro area has had similar experiences with Mr***.? ? For obvious reasons, Earnhardt does not make such a determination lightly or without regret.? Mary L*** ***/General Counsel