Peak Kia

Initial Business Response /* (1000, 6, 2015/10/03) */
I did speak with the customer when this problem was brought to my attention. The main issue and most expensive was the engine issue. We paid to have this issue fixed-approx. $2700. At that time I agreed to fix the more expensive issue and the...

smaller and less expensive issueapprox. $400 would be handles by the customer. We feel that we were more that fair due to the fact that we paid the majority of the [redacted]$2700 of the $3100. I am sorry the customer feels differently now but I explained this all upfront and proceeded to resolve this issue as quickly as possible.
Initial Consumer Rebuttal /* (3000, 8, 2015/10/07) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The engine problem was 2500 dollars not 2700 dollars. And they tried to get me pay 1200 dollars out of my pocket. They have not been very truthful during this whole process and I would not trust ever buying a vehicle from this company again. I had to pay for the other repair 400.00 And we did not agree to this. I want to be refunded for my expense. I still have not received title paperwork yet and cannot get plates, the truck came from Canada.

[redacted] came in the our service dept. on May 3rd for an oil change and a factory recall. We moved her car from the service drive to the garage about 100 feet)The car was in the bay and on the lift while the oil change and recall work was performed. There was no road test done for this visit,...

the service ticket that [redacted] received showed 18403 miles in and 18403 miles out reinforcing no road test took place.  There is no report of damage done to [redacted]'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 lot. She 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 5/8 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 damage. He 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 curb. She 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 cost-to the extent that we are able to.

I spoke with the customer and apologized to him for the way he was treated. Customer service is important to us and poor service is never acceptable.During that conversation it became clear that we were already working on resolving the issues. Just yesterday the customer came in and picked up a...

check to pay for the dvd player.Customer appeared happy and satisfied with the resolution.

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 $450 from us. I left her a message and said we would send her a check for $300 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 $450 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 switch. They said a small payment from 150 to 180 but that is not true, they advised payments over 200 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 payments. Also what they asked originally was a $1,750 down payment towards a vehicle which was listed at only $801 more. I 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 $1700 to the price more than they originally listed the 2nd vehicle. Again I have a screenshot proving that they were trying to increase the price of a vehicle they were showing us.
Sincerely,
[redacted]

We always recommend to follow what the manufacturer states in the manual in regards to towing capacity.  The customer was unhappy with the tow hitch that was installed.  We uninstalled the tow hitchand refunded the approximately $700 back to the customer. We apologize for any...

miscommunication in regards to towing capacity and can only install [redacted] parts and hitches. Unfortunately [redacted] does not have a 7 pin kit and only has a 4 pin kit.The extended service contract cover many aspects of the vehicle and not just limited to the tow hitch.  We gave the customer back $700 and felt this was a fair compromise.