Peak Kia

We have made the customer [redacted] aware that the bank did initially approve her deal but they required additional stipulations from her and signatures from the co-signer We did not receive that from the customer and the approval expired from the bank We made the customer aware of this almost months ago and needed the car back because we do not have a current approval with all stipulations and signatures [redacted] would not return any of our calls and messages that we needed the car back.At this point the only option we have is for her to return the car and all paperwork will be shreddedWe did hire an investigator to locate and bring back the car but [redacted] did not cooperateWe had a Patrol Officer try and call the customer but she hung up on him(apparently [redacted] thought it was a bogus call--it was not)His is a patrol officer of [redacted] of the [redacted] Police Deptand you have his phone # He advised us to report the car stolen with the Investigations division of the police dept Please contact us as soon as possible to resolve this matter[redacted]

Initial Business Response / [redacted] (1000, 5, 2015/07/03) */ I reached out to [redacted] and had her bring the car back to resolve the issues she hadShe is aware the car is a front wheel drive and we decided after discussing it that it would be better to address the problems with the car instead of trading it in for a 4xvehicle I replaced the tires, the shocks and fixed the engine lightI just spoke with [redacted] and she is happy with this resolution Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/07/14) */ (The consumer indicated he/she DID NOT accept the response from the business.) I did not accept their response because I was lied to about the car I boughtYes they put new tires on the car and they said they fixed the shocks, but when I drive the car there is still a loud noise under the car, and they was unable to do anything about the fwd, when they lied and told me it was a 4wd, just so they could get a deal, they had no other 4wd vehicles that fit my family of six, so now I'm stuck paying for a car I would have never got if I new the truth Final Business Response / [redacted] (4000, 12, 2015/08/14) */ After talking to [redacted] when I first found out she was unhappy with the car she bought I told her to bring it back and we spent about $to fix the shocks and gave her brand new tires with no cost to herI have no evidence that anyone lied to her about her car being a FWD and not a 4xBut we tried to replace that car with a 4xbut it is difficult to meet all of her wants in a new car and keep her payment the sameWe will continue to try and find a vehicle that will work for her and make her happyI am confident we can accomplish this and make her happy and get her a new carI have kept in contact with her and will continue to talk to her until we can accomplish this goal

I was able to contact [redacted] to find out what the issue was and try to solve it She told me what the issue was and referred me to the mechanic that knows the problemand knows what to do to fix itShe lives very far from our dealership and [redacted] and I concluded that it might be best for her local shop to fix the problem.I have reached out to her mechanic and we are trying to come up with a solution that we all can be happy with to resolve this issue.I plan on calling [redacted] back once her local mechanic and myself come up with a solution with the intent for us at Peak Kia to pay for it.I will make [redacted] aware once this is done

I am spoke to the customer and apologized for the time and aggravation she had to endure during this whole process.I did explain to her some of this was out of our control when the warranty company sends us defective parts and/or the wrong parts.This was the main reason it took so long I explained to her that once we received the correct functioning part we installed it right awayand that it was a high priority issue with us I understand apologizes do not mean all that much when she is without her car for an extended period of time We did provide a loaner car to her to help her with transportation during this periodAlso I gave her a Check for $to compensate her for the money she spenttrying to resolve this issue.I spoke with the customer today and she appreciated what we were able to do for her Unfortunately we can't do much about the time it took for her carto get fixed but I feel we did the best we could under the circumstances

I reached out to the customer today and informed her that we wanted to apologize for her bad experience here and told her we would like to meet her more than half waywith her request for $from usI left her a message and said we would send her a check for $to help her pay for some of her out of pocket expenses.it is difficult at times for us to fix an issue with a vehicle when we are not able to duplicate the problem when the customer brings it to us.I hope that us paying the majority of the $to the customer helps and we can both move forward

Complaint: [redacted] I am rejecting this response because: I received the vehicle, but am still dissatisfied with the bait and switchThey said a small payment from to but that is not true, they advised payments over and they may think that is a small jump but they cannot decide financially for me in my situation what is small and what is a large difference in monthly paymentsAlso what they asked originally was a $1,down payment towards a vehicle which was listed at only $moreI want the credit inquiry removed that was initiated, I wouldn't have agreed to have my credit pulled if I would've known what they were going to add $to the price more than they originally listed the 2nd vehicleAgain I have a screenshot proving that they were trying to increase the price of a vehicle they were showing us Sincerely, [redacted]

[redacted] came in the our service depton May 3rd for an oil change and a factory recallWe moved her car from the service drive to the garage about feet)The car was in the bay and on the lift while the oil change and recall work was performedThere was no road test done for this visit, the service ticket that [redacted] received showed miles in and miles out reinforcing no road test took place There is no report of damage done to ***'s car when it was here for service which is procedure at Peak Kia ifanything wrong with a customer's car takes place.When [redacted] picked up her car she noticed no damage or made us aware of any damage to her car prior to leaving our lotShe called us about a week later(no way of knowing the time period between her picking up her car and calling us to discuss her damage to the car) on 5/based on her complaint We told her to bring in the car to look at it When she did we explained what took place when her car was here and placed the car on the lift( the same way we do with an oil change)The service director looked at the car on the lift and saw the damageHe explained to her the damage was not due to the lift because it was pretty significant(damage he noticed was on from bumper, rocker panels and undercarriage back to the back door)He surmised that it took place during driving at higher speeds and hitting something on the road or a curbShe got hostile, disagreed with him blamed on Peak and left.My guess is she hit something while driving and possible was not aware of it But based on the degree of damage it is highly unlikely to be caused by lifting it on a car lift for an oil change( no road test took place at Peak supported by the fact the car came in and leftwith the same milage of 18403.My proposal to her is to help her with the damage to her car by doing any work here at Peak Kia at our cothe extent that we are able to

we are working with the customer to resolve this issue.she is getting me some quotes for the navigation system that we agreed to pay

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meI truly appreciate Mike Byerly's efforts, understanding, and willingness to work with me and follow through with this case. Sincerely,
*** *** ***

Revdex.com:
communication has been initiated with Peak Kia and myself to resolve the navigation issue*** is the point of contact and asked to get an
estimate of what it would cost to install the navigationMy estimate was established from Drive in Autosound for the price of $I emailed a copy of the estimate and am waiting on a response from Peak Kia
Sincerely,
*** ***

I want to start by apologizing to Philip for his bad experience. After speaking with Philip on the phone, we collectively decided to compromise and Peak Kia will send him a check to offset some of his tax bill. We will mail out a check for $to Philip by the end of the week

We understand this customer's concerns. When we initially came across this issue with his mazda we sent his car to a mazda dealership to figure out the issueThey told us it needed a new transmission, so we ordered one and replaced itThe same codes came on in the car indicating the
transmission still was broke. We put transmissions in this mazda and still not fixing the problemWe then decided to send it to the mazda store that first diagnosed the problem and told them to put a new mazda transmission it the car and not a used one. The mazda store did that and the problem still came back. The mazda store then told us it need a wiring harness to fix the problem. Once that was installed the problem was finally fixed. We realize the customer was very upset and we understand why but we were at the mercy of the mazda store that gave us bad information at first but luckily analyzed and finally fixed the problemWe were able to call the customer on July 22nd and told them the car was fixed and ready. They asked us to deliver the car to them, which we did on Monday the 25th.We did not charge the customer any money at all and made sure all costs for the used and new transmissions and wiring harnesses were paid by the warranty company and us-Peak Kia.We tried getting the customer into a newer mazda with fewer miles--vs a with much fewer miles. We told the customer we would give him the full amount he paid as trade in value--which was $7999.There was some negative equity that he rolled into the new loan but we told him his payment would go up slightly from $to $but he did not feel that was reasonable so we did not pursue that and finished fixing his original Mazda. The customer has his car now and we fixed it with no cost to him. We apologized it took so long, but some of it was beyond our control

Final Consumer Response /* (2000, 5, 2015/06/08) */
From: *** (mailto:***@hotmail.com)
Sent: Monday, June 08, XXXX X:XX AM
To: *** ***
Subject: Withdraw complaint
At this time peak Kia is working with me to resolve the issueI would like to have complaint XXXXXXXX withdrawn
please
Sent from my iPhone

Initial Business Response /* (1000, 5, 2015/05/27) */
I spoke with the customer and apologized if there was any confusion about the car's conditionShe had several issues and we discussed them allHer main one was the money she was out for overnighting a phone back to us and the car not having
any gasI told her I would reimburse her the $she spent as well as sending her $she could use for gasShe seemed happy with this and I mailed her a check for $the next day
Initial Consumer Rebuttal /* (2000, 7, 2015/06/02) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I received my check in the mail todayThough it took a month to the day for me to get reimbursed and I had to file complaints to get anyone to do anything, I am glad that I finally received my money back and the $for the gas I was told I would get as wellI will also say that ***, the person who ended up calling me, was very nice, polite, and willing to listen and resolve my issuesI'm just glad this is over so I can move on!

Initial Business Response /* (1000, 5, 2015/06/08) */
The customer wanted to return the car and the car was returned with no further obligation to her. She did not want the car and we took it back. I tried talking to the customer and left her two messages-one on 6/3 and another on 6/8 and she has...

not returned any of my calls as of 6/8/15.

I am spoke to the customer and apologized for the time and aggravation she had to endure during this whole process.I did explain to her some of this was out of our control when the warranty company sends us defective parts and/or the wrong parts.This was the main reason it took so long.  I...

explained to her that once we received the correct functioning part we installed it right awayand that it was a high priority issue with us.  I understand apologizes do not mean all that much when she is without her car for an extended period of time.  We did provide a loaner car to her to help her with transportation during this period. Also I gave her a Check for $369.00 to compensate her for the money she spenttrying to resolve this issue.I spoke with the customer today and she appreciated what we were able to do for her.  Unfortunately we can't do much about the time it took for her carto get fixed but I feel we did the best we could under the circumstances.

We have made the customer [redacted] aware that the bank did initially approve her deal but they required additional stipulations from her and signatures from the co-signer.  We did not receive that from the customer and the approval expired from the bank.  We made the customer aware of this...

almost 2 months ago and needed the car back because we do not have a current approval with all stipulations and signatures. [redacted] would not return any of our calls and messages that we needed the car back.At this point the only option we have is for her to return the car and all paperwork will be shredded. We did hire an investigator to locate and bring back the car but [redacted] did not cooperate. We had a Patrol Officer try and call the customer but she hung up on him(apparently [redacted] thought it was a bogus call--it was not). His is a patrol officer of [redacted] of the [redacted] Police Dept. and you have his phone #.  He advised us to report the car stolen with the Investigations division of the police dept.  Please contact us as soon as possible to resolve this matter.[redacted]

Initial Business Response /* (1000, 5, 2015/07/03) */
I reached out to [redacted] and had her bring the car back to resolve the issues she had. She is aware the car is a front wheel drive and we decided after discussing it that it would be better to address the problems with the car instead of trading...

it in for a 4x4 vehicle.
I replaced the tires, the shocks and fixed the engine light. I just spoke with [redacted] and she is happy with this resolution.
Initial Consumer Rebuttal /* (3000, 7, 2015/07/14) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I did not accept their response because I was lied to about the car I bought. Yes they put new tires on the car and they said they fixed the shocks, but when I drive the car there is still a loud noise under the car, and they was unable to do anything about the fwd, when they lied and told me it was a 4wd, just so they could get a deal, they had no other 4wd vehicles that fit my family of six, so now I'm stuck paying for a car I would have never got if I new the truth.
Final Business Response /* (4000, 12, 2015/08/14) */
After talking to [redacted] when I first found out she was unhappy with the car she bought I told her to bring it back and we spent about $1500 to fix the shocks and gave her brand new tires with no cost to her. I have no evidence that anyone lied to her about her car being a FWD and not a 4x4. But we tried to replace that car with a 4x4 but it is difficult to meet all of her wants in a new car and keep her payment the same. We will continue to try and find a vehicle that will work for her and make her happy. I am confident we can accomplish this and make her happy and get her a new car. I have kept in contact with her and will continue to talk to her until we can accomplish this goal.

I was able to contact [redacted] to find out what the issue was and try to solve it.  She told me what the issue was and referred me to the mechanic that knows the problemand knows what to do to fix it. She lives very far from our dealership and [redacted] and I concluded that it might be best for her...

local shop to fix the problem.I have reached out to her mechanic and we are trying to come up with a solution that we all can be happy with to resolve this issue.I plan on calling [redacted] back once her local mechanic and myself come up with a solution with the intent for us at Peak Kia to pay for it.I will make [redacted] aware once this is done.

Revdex.com:
I have reviewed the response made by the business in reference to complaint [redacted], and find that this resolution is satisfactory to me. The Peak Kia team was very helpful and understanding of my problem.  After speaking with the General Manager, it was recognizable that customer satisfaction is a top priority for Peak Kia. 
Sincerely, 
[redacted]