Metro Kia of Madison

Review: I purchased a vehicle from metro kia and from the very beginning they lied. My representative [redacted] asked if I had a vehicle that I could put up just for the lenders to give me a better deal I said yes at first, prior to leaving I saw he would be getting$250.00 for the car, and it was not mine. I asked mr.[redacted] is there any kind of way I Could pay for my car and take it off the deal(give up the $250.00)he said yes because the car wasn't thecreason why the deal went through, I came back on a Thursday with the money, he told me his boss said let us put the car in the deal and you can buy it right back, for the 250.00, 6hrs later, it was, we need to hold it for a week, I waited the week with emails and calls to no avail, I want to resend from the deal but my mother name is attached as a co-signer. The car is messed up as well, what do I do?Desired Settlement: I want my car back before I give them anything else.

Business

Response:

We have read the complaint from the customer regarding her trade in. Metro Kia of Madison has been completely honest with [redacted] about the situation regarding her financing, there was some negotiations regarding a trade in, and [redacted] agreed to trade her vehicle in and repurchase it after the transaction was complete. We have the transaction completed with her vehicle being traded in, and have agreed to sell her the vehicle back at the trade value of $250. We are waiting for [redacted] to come back in to the dealership and have full intentions of completing the agreement with her, however, she must come here to do so. [redacted] had an appointment to come in 3/17/15 and did not come in as was discussed with her sales person. Metro Kia has tried to keep a line of communication open with the customer,and we have made several attempts at contacting the customer over the past few days.The desired settlement of buying the trade in back is not a problem. I feel this matter is resolved other than [redacted] not coming back to our dealership to complete all necessary paperwork. We would ask that [redacted] come to the dealership as was previously agreed upon and allow us to take care of the matter.

After weeks of searching for a used truck, I found the one I wanted at Metro Ford and Kia of Madison.
I called and spoke with Kevin [redacted] and asked specific questions about the truck.
I was particularly concerned because I would be driving 5.5 hours one way to see it in person. I explained this to Kevin when I called back inquiring about financing.
I also spoke with Adam [redacted] who emailed me but had zero interest in the sale or even know he emailed me. What a joke this place is.
At no point did Kevin tell me the truck had damage to the body (on 3 sides!) which the pictures cleverly disguised, the truck was not detailed at all when I arrived - still smelled like an ashtray, and the tires had extreme wear which I specifically asked about.
All in all, the deceit and lies coming from this dealership caused me to walk away from the sale and write this review. I left the dealership extremely disappointed with Kia, Metro Ford, Kevin, and the entire sales staff.

Review: 2005 Ford Escape with extensive rust in right rear wheel well. Entire inner panel needs to be replaced. Metro Ford said they could do the work but would not warranty it because there may be hidden rust. A private shop would do the work but the estimate is $2000 due to extensive labor. That's a huge expense for a 10 year old vehicle.

Three repair body shops have told me this is a common problem with Ford Escapes starting in 2099 and continuing until the body change in the last few years.

I contacted Ford customer relations and was told it was not a known problem and there was nothing they could do to help me. There have been no recall notices.Desired Settlement: I believe Ford should stand behind their products. They should accept the fact that this is a common problem and should have some remedy other than a $2000 repair.

Business

Response:

Ford motor company makes the determination on that if it is warranty or not. There is nothing I can do about it. you would have to talk to them. Vehicle has been in a accident so I really don't know if they would cover it because of that

Consumer

Response:

Review: I went to Metro Ford to find a new 2014 Ford Escape - Titanium edition, I found a white Escape on the lot that had all the bells and whistles - everything that I was looking for but we could not come to an agreement on price. As a result, [redacted] advised he would bring in the vehicle that I was looking for. My prerequisites were that it was to have a minimum of 4WD, a towing package and a sun roof and be in the color of red in addition to other options that a Titanium package Escape will have (power seats, navigation, etc that the white vehicle had) - I wanted to stick to no more than $30,000. [redacted] agreed to find me a vehicle with my prerequisites. He gave me a few options 1) one in red which has fancy wheels and would be $600 more (which I declined) 2) sunset color 3) white in color. He said they were all the same vehicle just different in color.

I opted to select the sun set color since it was closest to red in color and did not require an additional $600 for wheels. That said, the vehicle arrived two days later and I went to pick it up at 3:30pm. I arrived and [redacted] the sales person I had been working with was with another customer. She handed me the keys and told me to take it for a spin. (As a side note, when I looked at the first white vehicle she had noted that none of them have an SD card for navigation in them as the SD card is $150 and it is not put in the vehicle until after the sale is complete). After I returned, I sat down with [redacted] negotiated a trade of my prior vehicle and we came to an agreement for the car of just under $31,000. That said, the time was nearing closing for them and she was still working with other customers. When all was said and done with financing Metro Ford was past closing time. [redacted] greeted me and my daughter, shook my hand and proceeded to tell me that my daughter would show me all the options on the vehicle because she also owns an Escape. She took no time to review the options of the vehicle before hand (no phone, trailer hook ups, navigation, radio functions etc. were discussed with me) or after it was "oh your daughter will show you, have a good one" and we were shoved out the door.

Once I got the vehicle home everything was fine but I realized in the haste of being shoved out the door that in looking at the SD slot in the center council that I was not given the SD card for navigation. Since I live 45 minutes from the dealership, my daughter went to get the SD card for me. [redacted] told her first that she would get her an SD card, then was told that it didn't require one, then was told that again it was 6pm and they were closing and that [redacted] would call her at 9:30 in the morning on Saturday the 31st. 9:30 came and went with no phone call so I drove to Madison with my daughter and again [redacted] was with another customer. She came to me and then told me that the vehicle is not equipped with navigation and that it is an $865 option that my vehicle did not come with. I was shocked since previous to the sale I was told multiple times that I would receive an SD card at the time of purchase. At no point in time did [redacted] or [redacted] advise that the vehicle did not come equipped with navigation nor did anyone at Metro Ford review the options of the vehicle prior to selling it to me. I put trust and confidence in them that they would tell me if any options the sunset colored vehicle had that I would be told. And if not, that they would have gone over all the options of the vehicle prior to the sale of the vehicle. None of which happened with the sale of this vehicle.

With good reason, I was upset after being told that the vehicle did not have the navigation feature despite there being a slot for the SD card and the screen saying "turn by turn directions" and "show me where I am". [redacted] was more than rude to me and told me that I was calling her a liar and dismissed the fact that she simply pushed me out the door with the assumption that my daughter would explain everything on the vehicle. She called me "honey" numerous times and told me "not to go there" after I brought up these topics. Her demeanor and tone were completely unacceptable.

All in all, she misrepresented the car, failed to show me any options, just took my check and pushed me out the door with the assumption that I would learn about the vehicles options elsewhere. She and [redacted] are unwilling to help me and have promised phone calls to both me and my daughter that they have failed to uphold. The latest conversation I had with [redacted] he advised that I am "punishing him for finding the exact vehicle that I wanted". He also explained to me that adding navigation is not a possibility.

After all is said and done I feel cheated, lied to, and sold a vehicle that was not correctly represented and what I thought would be a wonderful experience in buying a new car is now ruined by unprofessional people who do not stand behind sales that they make. Please bear in mind that my family and I have purchased three vehicles from Metro Ford in the past ten years. I expected more service and at the least, civil treatment and respect as a paying customer.Desired Settlement: I want to be compensated $865 for the feature as well as $150 for the SD card for a total of $1,050 so that I can take my new Ford to another Ford dealership so that they can install the navigation for me. I am not interested in receiving the service or doing any further business with Metro Ford.

Business

Response:

The customer was comparing a vehicle at another dealership with the exact MSRP that we located for her. We also took a copy of that window sticker and showed her it with the exact options that were on it. There was never anywhere on it the suggested that the vehicle had navigation. SHe didn't want the black one that the other dealer had so she came to us and said if you could find this exact vehicle in a different color we would purchase from you. To us she understood what she was buying

Business

Response:

That is not the way we understood it. Your daughter said that if you get an SD card and put it in it will work. She said that she did that on someone elses and that it work. We tried an SD Card in yours because of your daughters suggestion. We said it would not work because your vehicle does not have navigation. We also went over the window sticker with you and you knew it did not have navigation

Consumer

Response:

Review: 12/27/13 The day I went to the dealer to conduct a diagnosis for my Explorer, they told me it would take 2 hours, but they were delayed 4 hours. After that they gave me the report, the person I waited on me told me not to drive the truck because the transmission needed to be repaired. That day the truck delivered them without any leakage problem in the transmission, but to my surprise the next day (12/28/13) all transmission fluid was on the floor (I have pictures to prove it). When I went to complain to the dealer (12/30/13), they told me that this happens, that coincidence. To this day I could review below to find out what the problem was leaking and note that they took cover on the servo and not relocated properly, also I have picture to prove itDesired Settlement: I want them to return my truck as I deliver, without LEAK.

Business

Response:

In response to complaint Case # [redacted] regarding a 2002 Ford Explorer with [redacted] miles on it. The Customer brought it in to us on December 27, 2013 to have us diagnose a clunking noise when driving under 45 miles per hour when warm and the service engine soon light coming on. We road-tested, inspected and diagnosed the concern. Our transmission technician determined the clunking noise was coming from inside of the transmission and that 2nd gear in the transmission was not working. The clunking noise was coming from the 2nd gear servo piston which was worn-out and as a result was wearing a hole thru the side of the transmission thru the servo cover. Our service advisor explained the situation to the customer and told him that transmission failure was imminent and that the vehicle should not be driven any more that a short distance. The transmission was going to fail soon and could leave the customer stranded. Due to the high number of miles on the transmission and the wear in the transmission case we recommended that the lowest cost option would be to replace the transmission assembly with a used transmission assembly from an auto dismantler and provided an estimate of $2995.00 for parts and labor. Against our recommendation the customer continued to drive the vehicle without repairing it and the servo spring wore thru the side of the case and the cover broke which allowed fluid to leak transmission from the transmission. This fluid leak is what the customer is referring to in the complaint. Our diagnosis and advice were correct and what happened is exactly what we had warned the customer would happen if he continued to drive the vehicle.

There were other concerns with the vehicle as well that we made the customer aware of. The drive belt, drive belt tensioner and idler pulley were badly worn and needed to be replace. The left front wheel bearing was worn out and an evaporative emission hose was broken. There were diagnostic trouble codes stored in the vehicle computer for the transmission concern as well as the ABS/Wheel bearing concern and the evaporative concern. We also performed a manufacturer recall repair #[redacted] to the speed control circuit which was at no charge.

Attached you will find a copy of the invoice that was provided to the customer the day he was here for the diagnosis.

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.