Luther Kia of Bloomington

Initial Business Response / [redacted] (1000, 6, 2015/03/11) */ Although we understand the frustrations with this situation, we do not feel we have any obligation on thisWhen the customer had her oil changed with us, we did not remove any of her tiresOur standard brake inspection that is completed with an oil change is done through the rim of the tires; no lug nuts are touched for thisThis is what we performed on her vehicleThe more complete brake inspection involves an additional charge and does include removing the tires; this service was not performed for herHer tires were not loosened nor removed at the time of her oil changeI assure you if any of her tires were loose at the time or if any lugnuts were missing, we would have detected that at the time of our service inspection, and would not have let her leave until they were safe for driving We are also concerned that she did not notify us regarding any concerns with the standard oil change we performed until a week laterIf she heard an unsettling noise upon leaving and suspected it had to do with our oil change, we would expect at least a phone call to us immediately so we could minimize any damages and begin to correct it as neededHowever, with the week long delay, we feel many other things could be the cause in this situation Because we did not loosen or remove any tires on her vehicle and with the delay in contacting us, we do not feel we have any obligation with this incident

Initial Business Response / [redacted] (1000, 5, 2015/08/13) */ Good AfternoonWe have contacted Ms***, and have arranged to replace her windshield at our expenseThank you Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/08/17) */ (The consumer indicated he/she ACCEPTED the response from the business.) I accept and appreciate the offer to replace my windshieldNo further issues at this time

Initial Business Response / [redacted] (1000, 5, 2015/10/15) */ Mr[redacted] was contacted on 10/13/we set an appointment for him in on Thursday 10/15/ He arrived at our store as discussed at 3pm we issued and programed his spare key inspected his gas tank issue and decided to put himin a service rental so we would have more time to inspect second complaint.The key issue is handled and any Kia Motors will should pick up the warranty repair for the gas spillage

When we receive a signed credit application and a signed buyers order our process is to have our finance team go out and interview the customer to talk about purchase or lease options. We determine the best options that we may have and begin to negotiate with the lenders to find the best... possible rate. Sometimes it takes more than 3 lenders to get the terms we are looking for depending on credit, LTV, terms, and payment goals. We pull the initial credit report and then sent it to wings (2 pulls) then I'm guessing to another credit union like Matt had stated. I am unable to see where it was sent to because of privacy and time. We have never had this complaint brought up in the 4 years I have worked here and I can only assume that this was a basic misunderstanding between Matt and our guest and we do apologize for that. Matt was just looking out for our guest to see if he could save her some time and money

I am rejecting this response because:
There was no misunderstandingMy husband and I went in that day with a preapproval from our bank Affinity credit unionBoth the sales rep and the financial advisor were well aware of thatWe had started the credit app but didnt finish it because we already had the preapprovalWhen the car was selected and the sales rep had gone through estimated payments it was almost 4:30pmMy husband called Josh at affinity to let him know of our choice and the amount just as Josh asked us to doJosh said ok and he was going to cut the check but by the time we would get there the bank would be closed being that they close at 5pm but he told my husband he could pick it up first thing the next morningWe did it that way because affinity was giving us a interest rateWhile we were standing outside Matt came out and asked if he can try wings financial to save us time and not have to go back the next dayI was hesitant to agree because I already know from previous experiences car dealerships run credit numerous timesSo at first I said no and he said he wanted to see if they can match the interest we were getting using wings financialSo I said if its just that then I guess its ok but just that Matt also agreed to that I signed the credit app and waitedHe came out and said he wasnt able to match it but never mentioned that he ran it multiple times other than what was originally agreed uponI wasnt looking to get approved I already had a preapproval from Affinity credit unionIt wasnt until I began to receive denials in the mail from different lenders I have never heard of before and then I pulled my credit report and noticed the various amount of times my credit was run and thats when I made the complaint

Initial Business Response /* (1000, 6, 2014/03/04) */
On January 8th at 4:PM *** submitted an application for a Kia OptimaMs*** had requested a loan of $20,for a period of monthsThe application submitted is on our web site www.litherkiaofbloomington.com
under the finance tabThe customers are asked to read a credit disclosure and privacy notice and authorizeOn Jan 9th MS *** visted our showroomDuring the visit different vehicles, options, payment goals and interest rates were discussedMs*** stated she wanted a night review her options and she would get back to us the next dayMs*** submitted and signed an application for credt and authorized Luther Kia to submit this application to obtain financing for a vehicleI am sorry to hear Ms*** is upset and things did not work out, however there was NO wrong doing by Luther Kia of Bloomington
Final Consumer Response /* (3000, 8, 2014/03/05) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Payment goals and interest rates were NEVER discussed during my visit on 1/I specifically asked to discuss interest rates and monthly payment amounts and I was told by *** in Finance that he did not have this information and he would get back to meBut yet the next words out of his mouth were "What do I have to do to get you into a new vehicle today"? This seems to contradict his lack of knowledge of interest rates and monthly payment amountsI noticed the response from Luther Kia doesn't touch on Sheri's proposed contract she wanted me to sign stating that I would only buy a vehicle from herI find this very interesting and the MN Attorney General is also investigating this incident

Initial Business Response /* (1000, 5, 2015/10/15) */
Mr.*** was contacted on 10/13/we set an appointment for him in on Thursday 10/15/
He arrived at our store as discussed at 3pm we issued and programed his spare key inspected his gas tank issue and decided to put himin a service
rental so we would have more time to inspect second complaint.The key issue is handled and any Kia Motors will should pick up the warranty repair for the gas spillage

We certainly apologize for sending your application to more than Wings. Matt thought he could get the rate matched by another lender to save you the time and energy of running back and forth and allow you to drive off with the car that day. After speaking to our reps and credit bureau agencies I am being told that this will not impact your credit score because it is related to 1 transaction. I'm also being told that the inquiries cannot be removed. After you brought this to our attention we have a new policy in place that does not allow our finance team to submit to more than 3 lenders without the written approval from the customer. I have provided 2 phone numbers below to the different credit agencies that we use. I do apologize once again if you need anything else please contact me directly at ###-###-#### Dan [redacted]Transunion ###-###-####Equifax ###-###-####

Initial Business Response /* (1000, 5, 2015/08/13) */
Good Afternoon. We have contacted Ms. [redacted], and have arranged to replace her windshield at our expense. Thank you.
Initial Consumer Rebuttal /* (2000, 7, 2015/08/17) */
(The consumer indicated he/she ACCEPTED the response...

from the business.)
I accept and appreciate the offer to replace my windshield. No further issues at this time.

Initial Business Response /* (1000, 6, 2015/03/11) */
Although we understand the frustrations with this situation, we do not feel we have any obligation on this. When the customer had her oil changed with us, we did not remove any of her tires. Our standard brake inspection that is...

completed with an oil change is done through the rim of the tires; no lug nuts are touched for this. This is what we performed on her vehicle. The more complete brake inspection involves an additional charge and does include removing the tires; this service was not performed for her. Her tires were not loosened nor removed at the time of her oil change. I assure you if any of her tires were loose at the time or if any lugnuts were missing, we would have detected that at the time of our service inspection, and would not have let her leave until they were safe for driving.
We are also concerned that she did not notify us regarding any concerns with the standard oil change we performed until a week later. If she heard an unsettling noise upon leaving and suspected it had to do with our oil change, we would expect at least a phone call to us immediately so we could minimize any damages and begin to correct it as needed. However, with the week long delay, we feel many other things could be the cause in this situation.

Because we did not loosen or remove any tires on her vehicle and with the delay in contacting us, we do not feel we have any obligation with this incident.

Initial Business Response /* (1000, 5, 2014/05/16) */
Although we understand and apologize for the customer's frustrations regarding the vehicle repairs, I assure you we have done our best to exceed this customer's expectations. Although we have not always been able to duplicate the stated...

problems due to the intermittent nature of the issue, we have consistently followed the manufacturer's guidelines in diagnosing and repairing this vehicle. If the problem cannot be duplicated, the proper repair cannot be made. As soon as we were able to duplicate the problem with the driver's side seat heater, the seat element was replaced and this has worked correctly since.
We strive to be very clear with customers regarding repairs, and did specify to the customer regarding us ordering the part for the driver's side only. This was verified and authorized by the customer. At no time in the multiple visits have we been able to duplicate any problem with the passenger side seat heater, nor had a specific concern from the customer regarding the passenger seat. At this time, based on extensive attempts to duplicate the problem over a recent four day period, both seat heaters are working properly.
We apologize for the one unnecessary trip when we did not have the part for the sprayer nozzle repair on time as promised. This was out of our control as it was coming from another dealership who did not meet the promised time, and we apologize for that. We have tried to be very accommodating with this customer including providing a free rental car for every visit as well as delivering their car to them when needed.
Although we strive for complete customer satisfaction, we feel we have done everything we can for this customer at this point. I understand the frustrations due to the intermittent nature of his complaint, but we do feel both seat heaters are operating properly at this time.
Initial Consumer Rebuttal /* (3000, 7, 2014/05/19) */
(The consumer indicated he/she DID NOT accept the response from the business.)
There are false statements in the response. The driver's side heated seat has not worked correctly since the "repair." The problem remains the same since the day we purchased the vehicle with salesperson witnessing the problem. In no instance had only one side ever worked. If one side wasn't working, they both weren't working. I never specified driver or passenger side. I always said heated seats with an "S," and always used plural pronouns such as "they" indicating more than one. This is consistent with the language on the "We Owe" service form, and is also consistent with language in previous correspondence, both in verbal conversations and in written service requests. An example of such correspondence is as follows, "Investigate problem with heated seats. Heated seats are not working. They haven't worked properly since we purchased the vehicle and this was brought up to the dealer who sold it to us." The same problem still exists for both the driver's and passenger side. I would not have requested only the driver's side be fixed, especially since the repairs were supposed to be provided anyway. When they ordered the part, they said I needed a new heated seat element. They did not specify driver or passenger. The driver vs. passenger side issue didn't even enter the conversation until I brought the car back again after the "repair." I trusted they were competent in their trade of automobile repair and their assertion that this would fix the problem. It did not fix the problem, even for the driver side. The same symptoms are still present for both seats. I posted 4 videos of this occurring on February 16, May 17, and May 19. These videos can be viewed at https://www.youtube.com/channel/UCKcUAlmFXGA0bTrmKK0X4mg and show the problem we have been experiencing since December that is still occurring today. In the videos, both the driver and passenger side heated seats do not work. These are only a few examples of what has been happening frequently since December 7th. I have calculated that in total, I have driven 258 miles back and forth to the dealership. This is in addition to the normal miles I would have driven on those days. We would not have purchased this vehicle without the agreement to repair heated seats or if we had known they would be incapable of diagnosing and fixing the existing problem. As for the unnecessary trips, there were multiple unnecessary trips, including the trip to the dealership to pick up the vehicle after "repair" when the seatbelt was detached and we had to go home without our vehicle. In regards to the rental, all other dealerships I have purchased from have provided free loaners for customers who purchased the vehicle from the dealership. I wasn't aware they were providing me with an added service.

When we receive a signed credit application and a signed buyers order our process is to have our finance team go out and interview the customer to talk about purchase or lease options. We determine the best options that we may have and begin to negotiate with the lenders to find the best...

possible rate. Sometimes it takes more than 3 lenders to get the terms we are looking for depending on credit, LTV, terms, and payment goals. We pull the initial credit report and then sent it to wings (2 pulls) then I'm guessing to another credit union like Matt had stated. I am unable to see where it was sent to because of privacy and time. We have never had this complaint brought up in the 4 years I have worked here and I can only assume that this was a basic misunderstanding between Matt and our guest and we do apologize for that. Matt was just looking out for our guest to see if he could save her some time and money

Initial Business Response /* (1000, 5, 2015/08/13) */
Good Afternoon. We have contacted Ms. [redacted], and have arranged to replace her windshield at our expense. Thank you.
Initial Consumer Rebuttal /* (2000, 7, 2015/08/17) */
(The consumer indicated he/she ACCEPTED the response from the...

business.)
I accept and appreciate the offer to replace my windshield. No further issues at this time.

Initial Business Response /* (1000, 5, 2015/10/15) */
Mr.[redacted] was contacted on 10/13/2015 we set an appointment for him in on Thursday 10/15/15.
He arrived at our store as discussed at 3pm we issued and programed his spare key inspected his gas tank issue and decided to put himin a...

service rental so we would have more time to inspect second complaint.The key issue is handled and any Kia Motors will should pick up the warranty repair for the gas spillage