Premier Kia

As previously set forth, the vehicle was delivered to the customer with brakes at 8MM (2x the acceptable level) and brand new rear brakesThe customer has complained about a "bounce", which are brake rotors which, seemingly require resurfacingThis isn't a safety item and, is specifically a wear item based on the manner in which the vehicle is drivenAs a matter of customer satisfaction, we offered the customer a $service credit towards the repair, of which he rejectedWe have made best efforts to satisfy the client, who, is not being reasonable in his request on this wear item

The customers history with our company is as follows: Vehicle purchased 9/13/ Was given year maintenance program [redacted] 10/17/miles performed free oil change Gap --- according to [redacted] went to Kia of [redacted] for oil change and tire rotate ---- customer upset could not redeem free oil change at this location [redacted] 5/10/miles performed oil change tire rotate free [redacted] 7/11/miles performed free oil change [redacted] 8/25/miles customer states driver's side door is rubbing against fender linerordered part [redacted] 9/4/miles installed special order fender liner per warrantyRemoved adhesive from part but still marks from it rubbingAlso performed oil change tire rotate free [redacted] 4/15/miles performed free oil change and recall [redacted] 6/9/ [redacted] miles customer states when it rains there is water on passenger side floorcould not duplicate [redacted] 7/8/milescustomer states passenger side floor was wet againFound leak coming from aftermarket installed windshieldno charge found in minutes since there was water on floor this time Installed four special order goodyear tires buy get one $Performed free oil change Customer also had two mismatched tires installed from another repair facility at some point Customer called on 7/and said tires scratched where the lug nuts are installedadvised customer to stop by Customer stopped by 7/inspected rimsFound small scratches on rimsAlso noticed curb marks on rimsWhile taking photos of the vehicle, customer was talking to her friend about how much she hates this car and hates our dealershipShe can't wait till she never needs to come backexplained to the customer that we have no way of knowing when this marks happened, it has been serviced at other repair facilities who have also rotated tires and replaced tiresCustomer said she never noticed them before explained with the new tires on in sure they were looking very closely at themAdvised customer that we have specialized equipment designed specifically for Kia vehicles and our equipment is designed not to scratch the wheelsAlso advised the customer that we don't use the client's provided wheel lock setWe have a master key, provided by Kia, and use those to take off and reinstall lug nutsTherefore, customer must have misplaced their own wheel lock kit in the past 7/husband or boyfriend calls up yelling about two bubbles in the new tires while going to [redacted] on vacationThey noticed them in [redacted] and going to turn around to get free tires installedExplained to customer that the road hazard warranty only covers replacement of the same installed tireI would not be able to get the tire until Tuesday, as they are special orderCustomer said I needed to give them a loaner vehicleExplained all loaner vehicles are out and the warranty does not cover a loaner vehicle so if they got a vehicle from Enterprise it would be at their expenseAt this point with [redacted] yelling in the background said her mother is driving the car and is turning around and I need to put tires on the carWent over the same concern again since the tires they wanted us to install are special order tires and I wouldn’t be able to fix it till TuesdayWe were then summarily disconnectedminutes later her mother called about the tiresExplained to her a bubble in the sidewall is from a pothole or a road hazard it is covered but cannot be replaced till TuesdayShe demanded a car and said I need to talk to someone to authorize it if I couldn’tThis went on for more minutesThen [redacted] father got on the phoneWe were able to tell him at this point the best way to solve this issue is there was to go to [redacted] Kia in [redacted] They show that they stock the tiresThey would only be responsible for mounting and balancing of the tires as long as they provide their receipt from the other day from our dealershipHe said he did not have it I told him I would put a call in to them and fax over the receiptWe called [redacted] Kia and spoke to [redacted] explained what was going on and faxed over all the paper work he neededCalled customer back and left a message to let them know [redacted] Kia will get them in but it would be an extended waitI have not heard back from the customer since then and, until this complaint was filed We have attempted to help the customer - as the customer is now out of state and, placed them in contact with a local Kia dealer that could warranty the tires, subject to the provisions thereof We also continue to remind the customer that we didn't loose her wheel lock key, rather, we have a standard issue key that we own and use, allowing us to complete the repairs on the vehicle in a timely and efficient manner Does not perform any maintenance on vehicle and brake pads need to be replaced but took to [redacted] on vacation anyways [redacted] does not like this car and hasn’t for a very long time, every time she comes in she lets us all know

As is always the policy of *** ***, we are attempting to work with this client to achieve a resolutionThe customer purchased a vehicle in April, The vehicle was a *** *** ***, and pursuant to the laws of the State of ***, said vehicle was sold "as-is"The vehicle has a
safety inspection completed, pursuant to State of *** safety standardsThe vehicle's history was display, via a public view *** report, on the company's website
The customer is a resident of the State of *** *** and, indicated that, the vehicle failed *** *** inspection for permanent registrationWe indicated to the customer that, notwithstanding, the vehicle was completed pursuant to the standards of the State of *** and, the customer acknowledged that the vehicle sale transaction was "as is" in writingWe are not a dealer in the State of *** ***, and, therefore, are unable to opine to the standards of *** ***The customer had the option, completely, to undertake this due diligence prior to sale consummation
The customer contacted *** ***As a matter of client satisfaction, the owner of *** *** has indicated that, if the customer brought the vehicle back to *** ***, we would examine the strut issue in which the customer has complained and consider repairing same at no charge, based on the severity of the repairThe customer indicated that they didn't want to drive all the way back to *** ***As an additional accommodation, *** *** requested that the client submit paperwork regarding the needed repair and, the tire issue, to the owner of *** *** for a possible policy adjustment requestAt this time, we are awaiting that information

Customer purchased car on 09/04/2015. Pursuant to the laws of the State of Connecticut, the vehicle was sold as-is, due to the year of the vehicle. Premier Kia provided the customer, at no additional charge, with a 6 month/6,000 mile nationwide limited powertrain warranty for client confidence...

purposes. Prior to the sale of the vehicle, Premier Kia completed a full safety inspection, which included oil change service, replaced the rear brakes (front brakes measured 8MM). Tires were measured at 9/32nds. On 09/29/2015, customer dropped off vehicle with concerns being (a) a "bounce" when braking and (b) vehicle runs rough. Our technicians identified that the "bounce" was due to a pulsation from the front and rear brakes. This wasn't a matter of warranty, as the vehicle was sold as-is, nor, did it qualify under the powertrain warranty which was provided with the compliments of Premier Kia. As a matter of customer goodwill, Premier Kia offered a one time credit of $150 towards the service of this matter. Our technicians were not able to duplicate the rough operation of the vehicle claimed by the customer. Premier Kia didn't charge the client for the diagnosis or technician time. The customer was advised that we would provide him with a $150 credit towards the repair, if we wanted to make it. He declined indicating that he wanted the job covered completely.
As indicated, the vehicle was fully safety inspected and delivered to the vehicle on 09/04/2015. There was no warranty with the vehicle, nor, are the matters brought by the customer a matter of safety concern. Premier Kia did provide the client with a complimentary powertrain warranty, but, these items are not related to the powertrain. Premier Kia offered a $150 discount on the cost of the repair, should the customer decide to do same. The client declined and we closed the paperwork in this matter with no charge to the client.

As previously set forth, the vehicle was delivered to the customer with brakes at 8MM (2x the acceptable level) and brand new rear brakes. The customer has complained about a "bounce", which are brake rotors which, seemingly require resurfacing. This isn't a safety item and, is specifically a wear item based on the manner in which the vehicle is driven. As a matter of customer satisfaction, we offered the customer a $150 service credit towards the repair, of which he rejected. We have made best efforts to satisfy the client, who, is not being reasonable in his request on this wear item.

The customers history with our company is as follows:
Vehicle purchased 9/13/13
Was given 2 year maintenance program
[redacted] 10/17/13 3879 miles performed free oil change
Gap --- according to [redacted] went to Kia of [redacted] for oil change and tire rotate ---- customer upset could not redeem...

free oil change at this location
[redacted] 5/10/14 20647 miles performed oil change tire rotate free
[redacted] 7/11/14 25153 miles performed free oil change
[redacted] 8/25/14 28311 miles customer states driver's side door is rubbing against fender liner... ordered part
[redacted] 9/4/14 29267 miles installed special order fender liner per warranty. Removed adhesive from part but still marks from it rubbing. Also performed oil change tire rotate free
[redacted] 4/15/15 36357 miles performed free oil change and recall
[redacted] 6/9/15 [redacted] miles customer states when it rains there is water on passenger side floor... could not duplicate
[redacted] 7/8/15 38463 miles... customer states passenger side floor was wet again. Found leak coming from aftermarket installed windshield.... no charge found in 5 minutes since there was water on floor this time Installed four special order goodyear tires buy 3 get one $1 Performed free oil change
Customer also had two mismatched tires installed from another repair facility at some point
Customer called on 7/8 and said tires scratched where the lug nuts are installed. advised customer to stop by
Customer stopped by 7/10 inspected rims. Found small scratches on rims. Also noticed curb marks on rims. While taking photos of the vehicle, customer was talking to her friend about how much she hates this car and hates our dealership. She can't wait till she never needs to come back. explained to the customer that we have no way of knowing when this marks happened, it has been serviced at other repair facilities who have also rotated tires and replaced tires. Customer said she never noticed them before explained with the new tires on in sure they were looking very closely at them. Advised customer that we have specialized equipment designed specifically for Kia vehicles and our equipment is designed not to scratch the wheels. Also advised the customer that we don't use the client's provided wheel lock set. We have a master key, provided by Kia, and use those to take off and reinstall lug nuts. Therefore, customer must have misplaced their own wheel lock kit in the past.
7/11 husband or boyfriend calls up yelling about two bubbles in the new tires while going to ** on vacation. They noticed them in ** and going to turn around to get free tires installed. Explained to customer that the road hazard warranty only covers replacement of the same installed tire. I would not be able to get the tire until Tuesday, as they are special order. Customer said I needed to give them a loaner vehicle. Explained all loaner vehicles are out and the warranty does not cover a loaner vehicle so if they got a vehicle from Enterprise it would be at their expense. At this point with [redacted] yelling in the background said her mother is driving the car and is turning around and I need to put tires on the car. Went over the same concern again since the tires they wanted us to install are special order tires and I wouldn’t be able to fix it till Tuesday. We were then summarily disconnected. 10 minutes later her mother called about the tires. Explained to her a bubble in the sidewall is from a pothole or a road hazard it is covered but cannot be replaced till Tuesday. She demanded a car and said I need to talk to someone to authorize it if I couldn’t. This went on for 5 more minutes. Then [redacted] father got on the phone. We were able to tell him at this point the best way to solve this issue is there was to go to [redacted] Kia in [redacted]. They show that they stock the tires. They would only be responsible for mounting and balancing of the tires as long as they provide their receipt from the other day from our dealership. He said he did not have it I told him I would put a call in to them and fax over the receipt. We called [redacted] Kia and spoke to [redacted] explained what was going on and faxed over all the paper work he needed. Called customer back and left a message to let them know [redacted] Kia will get them in but it would be an extended wait. I have not heard back from the customer since then and, until this complaint was filed.
We have attempted to help the customer - as the customer is now out of state and, placed them in contact with a local Kia dealer that could warranty the tires, subject to the provisions thereof.
We also continue to remind the customer that we didn't loose her wheel lock key, rather, we have a standard issue key that we own and use, allowing us to complete the repairs on the vehicle in a timely and efficient manner.
Does not perform any maintenance on vehicle and brake pads need to be replaced but took to ** on vacation anyways [redacted] does not like this car and hasn’t for a very long time, every time she comes in she lets us all know.

Complaint: [redacted]
I am rejecting this response because: I was told the brakes in the rear were new and the brakes in the front were good. Certainly not the case.
Sincerely,
[redacted]

Review: I purchased a 2007 Toyota RAV4 from Premier on 9/4/201, and also purchased a 3yr/36k extended warranty.. During the test drive my sales person Cindy told me that the vehicle had brand new rear brakes and the that the front brakes were good.

After a week or so of driving the vehicle started bouncing upon braking. I called for a service appointment and was given the date of 9/29. The dealer called and said all four brakes need rotors, they would turn the existing rotors. The cost would be $300.00, and they would cover half of the repair.

I feel as if I should not have to pay anything, I drove the car for about a week before this issue.Desired Settlement: Would like a refund of the repair cost. The brakes were not good as stated by my sales person.

Business

Response:

Customer purchased car on 09/04/2015. Pursuant to the laws of the State of Connecticut, the vehicle was sold as-is, due to the year of the vehicle. Premier Kia provided the customer, at no additional charge, with a 6 month/6,000 mile nationwide limited powertrain warranty for client confidence purposes. Prior to the sale of the vehicle, Premier Kia completed a full safety inspection, which included oil change service, replaced the rear brakes (front brakes measured 8MM). Tires were measured at 9/32nds. On 09/29/2015, customer dropped off vehicle with concerns being (a) a "bounce" when braking and (b) vehicle runs rough. Our technicians identified that the "bounce" was due to a pulsation from the front and rear brakes. This wasn't a matter of warranty, as the vehicle was sold as-is, nor, did it qualify under the powertrain warranty which was provided with the compliments of Premier Kia. As a matter of customer goodwill, Premier Kia offered a one time credit of $150 towards the service of this matter. Our technicians were not able to duplicate the rough operation of the vehicle claimed by the customer. Premier Kia didn't charge the client for the diagnosis or technician time. The customer was advised that we would provide him with a $150 credit towards the repair, if we wanted to make it. He declined indicating that he wanted the job covered completely.

As indicated, the vehicle was fully safety inspected and delivered to the vehicle on 09/04/2015. There was no warranty with the vehicle, nor, are the matters brought by the customer a matter of safety concern. Premier Kia did provide the client with a complimentary powertrain warranty, but, these items are not related to the powertrain. Premier Kia offered a $150 discount on the cost of the repair, should the customer decide to do same. The client declined and we closed the paperwork in this matter with no charge to the client.

Consumer

Response:

Review: [redacted]

I am rejecting this response because: I was told the brakes in the rear were new and the brakes in the front were good. Certainly not the case.

Sincerely,

Business

Response:

As previously set forth, the vehicle was delivered to the customer with brakes at 8MM (2x the acceptable level) and brand new rear brakes. The customer has complained about a "bounce", which are brake rotors which, seemingly require resurfacing. This isn't a safety item and, is specifically a wear item based on the manner in which the vehicle is driven. As a matter of customer satisfaction, we offered the customer a $150 service credit towards the repair, of which he rejected. We have made best efforts to satisfy the client, who, is not being reasonable in his request on this wear item.

Review: Ive purched a 2014 [redacted] in 2013. I went to KIA of [redacted]. I've had many issues with my car. The inside door jam was defected KIA fixed it then left the glue on my vehicle. Then ive also received scratches on my door from a worked wearing keys or a belt. On 7-8-15 I had purchased 4 brand new tires ([redacted]) it was raining I looked at the tires quick at the dealer then I went home . when I got home it had stopped raining and I inspected the tires and rims as I'm looking I find all scratches around where the lug but inserts into the the rim all 4 rims! I called kia of [redacted] and the sales manager asked me what I would like him to do about it . I explained he should have to replace the rims due to improper tools used to take lug nuts off my car and proceeded its a new car and why should I have to replace or fix something one of there workers have caused. On 7-11-15 we are going on vacation and we stop at a rest stop in new York and I have spotted 2 huge bubbles on 2 of my brand new tires I call KIA of [redacted] and now speak to the manager of the service department and he said we need to wait until Tuesday because the tires are special order. I've explained how I was on my way for vacation and I was in ** and can't wait until then he proceeded to say I can purchase 2 new tires when I've just purchased 4. He kept saying there is nothing he can do for me until the tires came in. I was very persistent that he needed to replace my 3 day old tires. Finally he agreed he can send me to a KIA dealer near my vacation location in [redacted]. As I get to the new jersey KIA I am told I need to pay for my mounting and balanceing 85.00. When I go in my glove box to search for my wheel locks for my rims I notice I can not find them ! KIA of [redacted] had never but my wheel locks back in my car . I wish I could give this car back and get my down payment back . I've had nothing but a headache I don't know what else to do or where else to turn. The service manager is very unprofessional.Desired Settlement: I would like my down payment of 12,000 back and I will return the car with no problem!

Business

Response:

The customers history with our company is as follows:

Vehicle purchased 9/13/13

Was given 2 year maintenance program

[redacted] 10/17/13 3879 miles performed free oil change

Gap --- according to [redacted] went to Kia of [redacted] for oil change and tire rotate ---- customer upset could not redeem free oil change at this location

[redacted] 5/10/14 20647 miles performed oil change tire rotate free

[redacted] 7/11/14 25153 miles performed free oil change

[redacted] 8/25/14 28311 miles customer states driver's side door is rubbing against fender liner... ordered part

[redacted] 9/4/14 29267 miles installed special order fender liner per warranty. Removed adhesive from part but still marks from it rubbing. Also performed oil change tire rotate free

[redacted] 4/15/15 36357 miles performed free oil change and recall

[redacted] 6/9/15 [redacted] miles customer states when it rains there is water on passenger side floor... could not duplicate

[redacted] 7/8/15 38463 miles... customer states passenger side floor was wet again. Found leak coming from aftermarket installed windshield.... no charge found in 5 minutes since there was water on floor this time Installed four special order goodyear tires buy 3 get one $1 Performed free oil change

Customer also had two mismatched tires installed from another repair facility at some point

Customer called on 7/8 and said tires scratched where the lug nuts are installed. advised customer to stop by

Customer stopped by 7/10 inspected rims. Found small scratches on rims. Also noticed curb marks on rims. While taking photos of the vehicle, customer was talking to her friend about how much she hates this car and hates our dealership. She can't wait till she never needs to come back. explained to the customer that we have no way of knowing when this marks happened, it has been serviced at other repair facilities who have also rotated tires and replaced tires. Customer said she never noticed them before explained with the new tires on in sure they were looking very closely at them. Advised customer that we have specialized equipment designed specifically for Kia vehicles and our equipment is designed not to scratch the wheels. Also advised the customer that we don't use the client's provided wheel lock set. We have a master key, provided by Kia, and use those to take off and reinstall lug nuts. Therefore, customer must have misplaced their own wheel lock kit in the past.

7/11 husband or boyfriend calls up yelling about two bubbles in the new tires while going to ** on vacation. They noticed them in ** and going to turn around to get free tires installed. Explained to customer that the road hazard warranty only covers replacement of the same installed tire. I would not be able to get the tire until Tuesday, as they are special order. Customer said I needed to give them a loaner vehicle. Explained all loaner vehicles are out and the warranty does not cover a loaner vehicle so if they got a vehicle from Enterprise it would be at their expense. At this point with [redacted] yelling in the background said her mother is driving the car and is turning around and I need to put tires on the car. Went over the same concern again since the tires they wanted us to install are special order tires and I wouldn’t be able to fix it till Tuesday. We were then summarily disconnected. 10 minutes later her mother called about the tires. Explained to her a bubble in the sidewall is from a pothole or a road hazard it is covered but cannot be replaced till Tuesday. She demanded a car and said I need to talk to someone to authorize it if I couldn’t. This went on for 5 more minutes. Then [redacted] father got on the phone. We were able to tell him at this point the best way to solve this issue is there was to go to [redacted] Kia in [redacted]. They show that they stock the tires. They would only be responsible for mounting and balancing of the tires as long as they provide their receipt from the other day from our dealership. He said he did not have it I told him I would put a call in to them and fax over the receipt. We called [redacted] Kia and spoke to [redacted] explained what was going on and faxed over all the paper work he needed. Called customer back and left a message to let them know [redacted] Kia will get them in but it would be an extended wait. I have not heard back from the customer since then and, until this complaint was filed.

We have attempted to help the customer - as the customer is now out of state and, placed them in contact with a local Kia dealer that could warranty the tires, subject to the provisions thereof.

We also continue to remind the customer that we didn't loose her wheel lock key, rather, we have a standard issue key that we own and use, allowing us to complete the repairs on the vehicle in a timely and efficient manner.

Does not perform any maintenance on vehicle and brake pads need to be replaced but took to ** on vacation anyways [redacted] does not like this car and hasn’t for a very long time, every time she comes in she lets us all know.

Review: I purchased a used car on April 25, 2015, when I took the car for the inspection the car failed due to the ware on the tires. We were also missing two bolts that hold the hood on, and two of the tail lights were burnt out. The steal belts were coming through on the inside of the tire which would have been visible IF the car was put on a lift and inspected, there is also significant dry rot on the tires. We were told by the dealer that the car had a 27 point inspection. I have two mechanics from different shops state that there is no way we could have caused this damage in the short time we owned the car. It was obvious to the mechanics the dealer did not put the car on the lift and look at the tires. Once the tires were removed to be replaced at my expense instead of the dealers, he noticed the Manufactures date on the tire, [redacted]. The tires were 9 years old, tires are to be replaced at 6 years. Upon further investigation the mechanic noted the front right strut was not installed properly. The salesman did tell my husband when he went to look at the car and test drive it that they have had the car for close to a year, which would explain why the battery was dead and needed to be replaced. This was done before we picked up the car. I have contacted the dealer's Manager of Used Cars, [redacted], who refuses to help in this matter. I have left a message for the General Manager, [redacted] on 6/9/15 at 10:00am and have yet to hear from him.Desired Settlement: I want a refund for all the work we have to do to the strut as well as the tires we replaced. This should have been done by the dealer before he delivered the car. I also want reimbursement for the parts and labor for the tail lights and missing bolts on the hood. The tires alone were $1,200.00. We have not gotten an estimate on the front strut as of yet.

Business

Response:

As is always the policy of [redacted], we are attempting to work with this client to achieve a resolution. The customer purchased a vehicle in April, 2015. The vehicle was a [redacted], and pursuant to the laws of the State of [redacted], said vehicle was sold "as-is". The vehicle has a safety inspection completed, pursuant to State of [redacted] safety standards. The vehicle's history was display, via a public view [redacted] report, on the company's website.

The customer is a resident of the State of [redacted] and, indicated that, the vehicle failed [redacted] inspection for permanent registration. We indicated to the customer that, notwithstanding, the vehicle was completed pursuant to the standards of the State of [redacted] and, the customer acknowledged that the vehicle sale transaction was "as is" in writing. We are not a dealer in the State of [redacted], and, therefore, are unable to opine to the standards of [redacted]. The customer had the option, completely, to undertake this due diligence prior to sale consummation.

The customer contacted [redacted]. As a matter of client satisfaction, the owner of [redacted] has indicated that, if the customer brought the vehicle back to [redacted], we would examine the strut issue in which the customer has complained and consider repairing same at no charge, based on the severity of the repair. The customer indicated that they didn't want to drive all the way back to [redacted]. As an additional accommodation, [redacted] requested that the client submit paperwork regarding the needed repair and, the tire issue, to the owner of [redacted] for a possible policy adjustment request. At this time, we are awaiting that information.