Napleton's Mid Rivers Kia

Initial Business Response /* (1000, 5, 2016/01/14) */
The customer is satisfied at this time

Our response remains the sameMs*** is still welcome to her goodwill offer of $Thank you.

The dealership has taken care of the customer's issues.

While we can appreciate and understand the customer’s frustration, Mid River’s KIA has already covered a portion of the subject fee for this customer. This fee is required for Illinois residents. While we regret this fee was not included in the customer’s purchase at the time of the
transaction, our Missouri-based dealership was simply unaware of the existence of the fee. We acknowledged this mistake in an agreement to cover a portion the cost of the fee with the customer. *** *** *** *** were satisfied with this result at the time and it is surprising and disappointing to hear differently nowAgain, we apologize for any inconvenience and miscommunication that occurred, but Napleton has satisfied all obligations to this customer and owes them nothing more at this timeThank you

We apologize for any misunderstandings that have taken place regarding the two payments owed to the customerWe, as representatives of Napleton and not Kia, are not responsible for the two payments owed to the customer, and we have no control over when they are going to make those payments
We have attempted to clarify this and answer any of Mrs***'s questions, including calling Kia with the customer and them explaining the same information to the customerWe are willing to revisit her concerns and continue to assist the customer in any way that we are able to until she is satisfied with Kia and has received her paymentsIf Mrs*** wishes she can contact our General Manager, *** ***, with any additional questions

We apologize for any misunderstandings that have taken place regarding the two payments owed to the customerWe, as representatives of Napleton and not Kia, are not responsible for the two payments owed to the customer, and we have no control over when they are going to make those payments
We have attempted to clarify this and answer any of Mrs***'s questions, including calling Kia with the customer and them explaining the same information to the customerWe are willing to revisit her concerns and continue to assist the customer in any way that we are able to until she is satisfied with Kia and has received her paymentsIf Mrs*** wishes she can contact our General Manager, *** ***, with any additional questions

While we can appreciate and understand the customer’s frustration, Mid River’s KIA has already covered a portion of the subject fee for this customer. This fee is required for Illinois residents. While we regret this fee was not included in the customer’s purchase at the time of the
transaction, our Missouri-based dealership was simply unaware of the existence of the fee. We acknowledged this mistake in an agreement to cover a portion the cost of the fee with the customer. *** *** *** *** were satisfied with this result at the time and it is surprising and disappointing to hear differently nowAgain, we apologize for any inconvenience and miscommunication that occurred, but Napleton has satisfied all obligations to this customer and owes them nothing more at this timeThank you

Initial Business Response /* (1000, 5, 2015/12/04) */
The customer has been in touch with our general sales management and they have reached a resolution

Initial Business Response /* (1000, 5, 2015/06/12) */
The situation has been handledMs*** took deliver of her vehicle last nightThank you

Customer and general manager have spoken The customer plans to come back in after Christmas to purchase

Initial Business Response /* (1000, 5, 2015/09/30) */
I wish I knew about this prior My apologies Please allow me to personally involve myself in resolving this issue The last thing we want is to inconvenience anyone, particularly someone going through all of your personal circumstances I
will call you, today, to set up a time for you to come in and make this disappointment go away We will provide a Kia for you to drive while yours is here My name is *** ***, and I am the Corporate General Manager for the Napleton stores in Missouri I assure you I'll see this through to your satisfaction

We have a solution for Ms*** and have tried contacting her, but have had no luck in reaching herWe ask that she return our General Manager, *** ***'s calls so they can resolve her issuesShe can reach him directly at ***Thank you

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 The general manager stated that he would send
a check to reimburse us for the repair costs we incurred
Sincerely,
*** * *** ***

The customer has spoken with the General Manager and is satisfied at this time

Complaint:
***
I am rejecting this response because: Apparently my expectations of this dealership are too high. I expected them to stand on their publicly advertised words which clearly state on their website that the reason their dealership should be chosen over others is because there are "NO SURPRISES. The price you get from us over the phone or online is the price it will be when you get to the dealershipNO SURPRISES, NO APOLOGIES, NO DISAPPOINTMENTSYou will never go home wondering what just happened". I was definitely SURPRISED when I saw the vehicle advertised at $17,200. They have been true to their word by offering NO APOLOGIES and I am terribly DISAPPOINTED that they have not lived up to their error or deceit and offered me a good will in the amount that I am actually dueAs far as never going home wondering what just happened, that's exactly what I did. They should admit their deceit or correct their error and live up to their publicly advertised word. Honesty is the simple solution to this problem. The representatives of this dealership should be making the decisions based on the integrity of the dealership and not the stubbornness of an individual
Sincerely,
*** ***

Our General Manager will reach out to the customer directly to reach a resolution

Initial Business Response /* (1000, 5, 2015/09/30) */
I wish I knew about this priorMy apologiesPlease allow me to personally involve myself in resolving this issueThe last thing we want is to inconvenience anyone, particularly someone going through all of your personal circumstancesI
will call you, today, to set up a time for you to come in and make this disappointment go awayWe will provide a Kia for you to drive while yours is hereMy name is *** ***, and I am the Corporate General Manager for the Napleton stores in MissouriI assure you I'll see this through to your satisfaction

Complaint: ***
I am rejecting this response because: For one I haven't heard from anyone since I filed complaint and maybe that is because they are in contract with someone name Mr *** I am *** *** but in either case I haven't heard from no one from dealership since I called about receiving title of New Car I purchased from themNor have I received said title that I can legally license and registerIt
Sincerely,
*** ***

Our General Manager *** *** has made several attempts to contact Mrs*** as we are confident we will be able to resolve her complaintWe ask that Mrs*** reach out to him, his direct number is ***Thank you

The customer has spoken with the General Manager and is satisfied at this time