Rosen, Nissan and Kia

[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.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.  Thank you for handling complaint #[redacted]. I was in contact with the dealership and they did resolve the issue to my satisfaction. In the end they apologized for the way I was talked to and treated and I did get a new lease with the terms I originally wanted. Thank you very much for your help with this matter. I apologize for not responding sooner but time has been an issue lately. Have a great weekend.
Regards,
[redacted]

As the compliance consultant for the [redacted] Group,  I am writing to respond to the recent complaint that was filed with your office by [redacted]  In reviewing the complaint, we are concerned that Ms. [redacted] had such an unpleasurable experience during her visit to [redacted] Nissan / [redacted] Kia.  We understand that Ms. [redacted] visited the dealership as a result of phone calls initiated by the dealership, and that Ms. [redacted] shared a mutual interest in possibly purchasing a vehicle from the dealership.  Unfortunately, it appears that Ms. [redacted] was made to feel as though she was not valued during her customer experience.The [redacted] brand has been built on trust and loyalty from a strong customer base over the years.  We strive to provide superior customer service to all of the dealership's customers, regardless of race, sex or religious beliefs.  We do not believe that Ms. [redacted] poor experience had anything to do with race, as was mentioned in her complaint.  Simply put, we are very disappointed that we missed the mark when it came to satisfying the customer during her visit to the dealership.As a result, Jeff [redacted] would like to discuss the matter further with Ms. [redacted].  The customer can either contact Mr. [redacted] by telephone, or schedule an appointment with him to meet with him in person.  Mr. [redacted] takes these concerns to heart and wants to find out what the dealership can do to improve their customer service.  We want all customers to find comfort when visiting any [redacted] dealership to purchase or lease a vehicle.Please have Ms. [redacted] contact [redacted]  If Mr. [redacted] cannot be reached, she can also feel free to contact me at [redacted] to discuss her concerns.  Thank you.[redacted]

I am writing on behalf of Rosen Kia to respond to the complaint filed by Mr. [redacted].   The dealership reports that Mr. [redacted] had expressed to his salesperson that he wanted to keep his payments in the $400.00 per month range.  The dealership presented the customer with options of...

purchasing a selection of used vehicles, or leasing a new vehicle in order to keep the payments in the suggested price range. Any other programs such as the special financing that the customer mentioned in his complaint would have created a higher vehicle payment and longer payment term.  Rosen Kia sympathizes with the customer, but does not believe they did anything to mislead the customer regarding vehicle pricing and payment options.If the customer has any questions, they can contact me at
###-###-#### or the dealership directly at ###-###-####.  Thank you.
Ruben [redacted]
[redacted] 
[redacted] P - ###-###-#### F - ###-###-####[redacted]"No One Does What We Do For Dealers"

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
[I applied for credit on July 28 like a normal person buying a car. On the 30 the sales person by the name of [redacted] called to see if I still wanted them to look across the street at they cars for bad credit to see if they have options in my budget because I made the good faith down payment in the amount of 700.00. I asked if my credit would get pulled again and he assured me that it would not. So to my attention that next week they called me and said they did not have any cars that fit my budget. I left upset and angry because I came all the way back there and still no car. So took the advice of my mom and started fixing my credit and came to realize that it was pulled 6 different times as the car salesman told me that they would not pull my credit again. I have enclosed a screenshot of my credit as proof.]
Regards,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
[You mean to tell me that running my credit again with out my consent and actually indicating to me that my credit will not be ran is practically your policy? This is not apart of your policy. I only wanted my inquiries removed because you did not have my permission to do so that next the next week and now your saying this is what your company does behind consumer backs? I would not have have noticed this if I did not see it on my credit which I found out when a copy was mailed to me. Not only will I still try to have these inquiries remove, I will have an attorney at Look into this as well as send this exact copy to Fix 6 news because it isn’t right at all.  You did not have my permission to run my credit a second time. The first time I totally understand but six other times a after that with other companies?!? No this is not right at all and everyone needs to know how you operate your business. Sorry for the typos but I’m highly mad right about now. Thank you for taking the time to respond but I’m taking this further to someone else’s hands. I had to do investigations and pull up my old cellphone to actually print out [redacted]’s response to not pulling my credit a second time. Thank you and have a great one.  Thank you as well Revdex.com for looking into this matter.]
Regards,
[redacted]

Jeff R[redacted] of Rosen Nissan has offered to speak directly with the customer by telephone, and we believe that Mr. R[redacted]'s offer is more than reasonable.   The customer can contact Mr. R[redacted] directly regarding the matter from 9am - 9 pm, Monday thru Saturday.  Unfortunately, the continuous back and forth of emails is not an efficient way for either party to discuss a remedy to the customer's complaint.Therefore, we are once again requesting that Ms. [redacted] contact Mr. R[redacted] at ###-###-####, or at ###-###-####.  If the customer cannot accommodate talking with Mr. R[redacted] by telephone, then we believe the customer is being unreasonable and the complaint should be closed.We believe the dealership has attempted to resolve the customer's concerns in a fair manner.Thank you,[redacted], [redacted]

Review: I have a lease with rosen I got a 2013 nissan maxima from nissan on 10-16-2013 [redacted] the used car finance guy told me that the two extended service contracts that they were offering was included no cost because I told the used car finance [redacted] that I did not want them so when I got home and looked over contract I paid for both warranties [redacted] lied to me so I called [redacted] to tell him I wanted to cancel my warranties he told me to stop by so on 1-20-14 I stoped by to see [redacted] he was rude and keep asking why I wanted to cancel he took down my miles and said he will fax the cancellation form over to the warranty co than it will take 6 to 8 weeks to get your refund than the 7th week I called the warranty co myself and asked them where was my refund and they said [redacted] never canceled the policy so I called [redacted] back 3 times left messages on his voice mail left messages with the operator at rosen for [redacted] to call me back never called me back so I called faith

with customer service at rosen on 3-14-14 and told her my story and she said she was going to talk to [redacted] and call me back that day never did so I called her back on 3-21-14 and she than told me that she was going to talk this over with Jeff rosen and call me back that day never did as of 3-27-14 still never called me back I am so tired of rosen the way they treat me when I just leased a brand new maxima from themDesired Settlement: I will never do business with rosen nissian again I am just sad that I have a lease with them for 5 years I get to look forward of poor customer care

Business

Response:

As the compliance consultant for Rosen Nissan, I am responding to the complaint filed with your office by [redacted]. The dealership has reviewed the matter, and at the customer's request has issued a refund of $1543.15 for the cancellation of the contracts. The refund will be issued to Nissan as the lessor since the vehicle is leased, and should reduce the amount owed by the customer for the lease. The dealership takes all complaints seriously, and tries to assist customers when issues arise. We hope the refund shows Rosen Nissan's intentions to remedy the customers concerns.

If you have any questions, please feel free to contact me at ###-###-####. Thank you.

Review: Our family of 6 (4 very small children) drove an hour an a half to look at a vehicle at Rosen Nissan. The vehicle they 1st advertised was not the vehicle they had on the lot, but we were in contact with the salesman and still wanted to take a look at what they had. There are no dealers in our area that sell the Nissan NV passenger van and we had been searching for months. Our salesman was mediocre and we found ourselves being pushed to the side and waiting often. Other salesmen were less than professional- in fact having inappropriate conversations and swearing, all within hearing distance to our 4 small children. The salesman really promoted the factory warranty and one of our deals prior to purchasing was making sure that we could have warranty work done closer to home, he assured us that would not be any problem. It sealed the deal. We settled on a trade in price and we paid FULL MSRP for the new vehicle. We paid cash difference and was a very clean deal. They stated they were going to wash and wax the van while we cleaned out our traded in vehicle. It was during lunch hour and we waited in the parking lot for nearly 2 hours. Every time we asked what was taking so long we got the same response "give us 5 more minutes". Our children were starving and beyond ready to go after being at the car dealership for more than 4 hours at this point. Turns out they locked the keys in the van while they were washing and waxing, nobody ever mentioned they were waiting on a locksmith. Once the van was done we loaded up 4 very tired and hungry kids and got on the road fast. Once we got home we found the van to have a defect in the glass on the back doors, numerous scratches on the top of the van and they never gave us the registration for the vehicle. We have tried to make contact with them and we do not get fast correspondence and now we have to take the vehicle either back there or 3 hours away for the warranty work. Which we were promised that we could have done at our local Nissan dealer. So we were sold a damaged vehicle, lied to about the warranty and had less than stellar customer service. Buyer beware.Desired Settlement: We would like our vehicle repaired locally. If not possible we would like compensation for our time and fuel.

Business

Response:

As the compliance consultant for Rosen Nissan, I am responding to Ms. [redacted]'s complaint on their behalf. The dealership is concerned about the customer's experience while purchasing the Nissan NV, and would like to personally reach out to the customer to see if they can offer her assistance. The dealership wants to discuss her service concerns and see how they can remedy her complaint. Jeff Rosen has called the customer and left a message to find out how they can assist her. He has not received a return call as of yet.

Our daughter took her car, a 2006 Kia spectra, to Rosen Kia at 5505 south 27th Street to have her oil changed and her tires rotated. We are not sure if the oil was changed but we know for a fact the tires were not rotated. We wondered if the work was being done, so we marked the tires so we could tell. She sat and waited for her car, approximately 30 minutes, they charged her for a oil change and the tire rotation, which was not done. We called to complain and the service advisor, [redacted] was very rude and said if you don't believe we did it bring it back in. My thought was why bring it back in if I can't trust you to do it right the first time, then told me to call the service manager. Called back and the service manager was not in, called again and still not in. Finally called the owner [redacted] and was told he won't be in until Monday. Called Monday and was told he won't be In all week. I called several times, nobody offered to take a message or nothing. My wife called and left a message with [redacted] on voice mail and never received a call back either. Called back again on 12-12-2013 left a message with [redacted] on her voice mail. Never received any phone calls back, never. My wife called back again on 12-13-2013, finally got thru to [redacted], in customer service, told her the situation, then got put on hold to talk to Tom in service. Tom said it was the first time he heard of this and could not believe [redacted] never called us back...yeah well we were quite shocked too. How can you run a business like that. How can they not do work they are charging you for. Our daughter has been taking her car here for many years and now we are wondering if they are taking advantage of others too. She trusted them to do the work and they did not. I think it's terrible that Rosen Kia can get away with this and then has the nerve to ask my wife why we waited so long to take care of this. Really???? Rosen Kia you should be ashamed of yourselves!!!! You won't be getting our business anymore.

Review: I purchased a KIA back in 2009, I have been into Rosen over a few dozen times. Each time I am going in there with the same complaint. The complaint that I am continuously going in for is; noise in the front and rear of the car while driving, and the heating cooling system seems faulty. I asked for a copy of my repairs and times that I have been in there, there were a few pages of work and a few pages of oil changes. There are MANY times that I have been in there that have not been properly documented, when asked why there are times that I have come in that are not documented I was told " If the adviser didn't write it up then there is no documents" I feel as if this is a way to get out of a problem vehicle that has just been sold. When my car is looked at they keep it for a few hours, sometimes day's depending how busy they are. They come back with the same answer, nothing is wrong with your car, it's just the way "SOME OF THE KIA'S ARE MADE", and "YOU GOT WHAT YOU PAID FOR" My tires sound as if they are going to come off while I am driving. When I brought my car back after the 60,000 mile warranty was up they FINALLY said that my back shocks are going and the front strut and strut mounts were bad. While my extended warranty covered the front struts it does not cover the shocks. [redacted] took care of the $100 dollar deductible after I complained to him about my car and how many times I have been in there. I expressed to him that my car has been doing this since I bought it and I brought my car in two months after purchasing it with this same issues I AM STILL HAVING. He told me " If there was something wrong with your car, we would have fixed it." Even after the car has been "repaired" I still hear rattling and more noise that you should hear on a 1-5 year old vehicle. I have had the front end worked on several different times, and each time it sounds no different. Whether this is a Rosen issue or a KIA manufacturer issue I want my car to be safe, and it does not feel safe. I've had a technician drive my 09 KIA spectra and my friends 09 KIA spectra, he told me he DOES notice a difference while driving the cars desperately. Yet I am being told SOME KIA's are made this way, those are called lemons. I take excellent care of my car and get the recommend repairs done to it when it is needed. I do go elsewhere for my repairs because Rosen does no seem to fix my issue's. The heating and cooling system was brought to their attention a few times while I am in there, and when they take it back to look at it, they tell me nothing is wrong. Now I need to drain my cooling system and have a air bubble removed to power up the heating and cooling to the way it should be. Which is NOT covered under my extended warranty, but would have been covered when I was bringing it in during my 60,000 mile limited warranty. I understand that there is maintenance that needs to be done on a car, I do the recommended maintenance needed for my car. But when I need maintenance on my car a two months after I purchased it frequently, it's not considered maintenance, it's considered faulty. I have been dealing with this issues for 5 years now. I just want something done.Desired Settlement: I have been to Rosen KIA far to many times to go back and try and get the car fixed for the same issues. If my car was "made" this way, I think a different car should be considered. I have taken time out of work, personal life, family time, etc. I can not continue to go back for the same thing over and over again and be told the same thing.

Business

Response:

To whom it may concern,

Review: I was looking into leasing a new vehicle. During my sales interactions with the dealership, I was lead to believe that I was getting a car with an adjustable seat in it so I'd be able to drive it. The car they delivered to me did not have the 6 way adjustable seat in it. When I brought this to the attention of the salesperson and [redacted], they offered to have me return this car and look at others(Sentra or?) When I went to look at others, they wanted me to purchase another car at 80.00 more per month and trade in the newly leased vehicle with 19 miles on it (They stated it was a "used" vehicle. When they delivered the car and I asked about the seat not adjusting the salesman stated to just use a pillow. My son and I talked to [redacted] and [redacted] and they offered no other alternatives. They thought it was just fine to do what they had done. I WAS confused and they took advantage of me. [redacted] all my questions were glossed over to sell me this car.Desired Settlement: Whichever is best would be a full refund nullification of lease and return of my car I traded in. That was another item. I did not receive the full 750.00 trade in as agreed upon in emails.(only 500) I at least want this car to be returned for one with the proper seat in it, (6way) or it placed into this car I will not pay for 3000.00 to put seat in it.Or I can choose another to lease that is within the price range I can afford and this lease is nulled.Or legal pursuit(court)

Business

Response:

I am writing on behalf of [redacted] Nissan to respond to the complaint filed by [redacted] concerning the Nissan Versa Note that she leased from the dealership. After my internal investigation into this matter with the dealership, there was no information found that shows the dealership deceived Ms. [redacted] about the seat in her vehicle. Ms. [redacted]'s claim that the dealership failed to give her $750.00 for her trade also could not be substantiated because the trade-in vehicle needed to be appraised subject to a manager's approval. The dealership informed me that based on the poor condition of the trade-in vehicle, it was only appraised at $500.00.

As a customer satisfaction gesture, the dealership was willing to assist the customer with getting into another vehicle that had the 6 way adjustable seat that she mentioned in her complaint. However, it appears that the price adjustment was not agreeable to the customer. The dealership has informed me they were also able to work with Ms. [redacted] in regards to reducing her payment on the vehicle, but have not heard back from her regarding this matter.

The dealership believes their efforts to assist the customer have been reasonable. They do not believe that they misrepresented the vehicle the customer is complaining about, or that they did anything to try and take advantage of the customer. [redacted] Nissan is still willing to assist the customer as long as they come to an agreeable solution. If you any questions regarding this response, please feel free to contact me at ###-###-####. Thank you.

Consumer

Response:

Review: Called Rosen Nissan Inc regarding issues was having with 2005 Nissan Xterra - driver side front window inoperable (will not go up and down) and heater/air conditioning setting only work on high. I spoke with [redacted] to discuss having repairs done. He stated what parts needed to make repairs and they are not in stock so will need to order them before can make appointment for repairs. Approximately 1 week later received call from [redacted] from Rosen Nissan Inc to schedule service of Nissan Xterra and make repairs. I drove my 2005 Nissan Xterra to Rosen Nissan Inc service department and left in car of [redacted]. Several hours after dropping off vehicle got a call from [redacted] stating recommend have certain services performed on my 2005 Nissan Xterra including driver front window motor for $363.97. At no time during the conversation did he state driver front window will not operate if do not have drive front window motor installed. Stated to him to just make repairs previously discussed and will look at recommendations when pick up vehicle. After several more hours received call from [redacted] stating vehicle ready and all repairs completed. [redacted] also made a statement about driver side front window operating but slowly (going up and down slowly and again did not state need to have a motor installed in the driver side front window. I made way to Rosen Nissan service department as quickly as possible only to discover [redacted] nowhere to be found so when to cashiers window to pay for repairs and pick up car keys. Went to where vehicle parked outside service department to try out driver side front window only to discover it still is not operable and still will not go up and down. Took vehicle home and called [redacted] from Rosen Nissan service department to let him know driver front window still won't go up and down and he started arguing with me about how repairs discussed were done and how I don't trust him. All I wanted was to get my driver front window working before it start getting warm so I can drive with window down. I was charged $395.34 for so called repairs made and still do not have an operable driver front window, sad can no longer get decent auto repair service anymore.Desired Settlement: Refund of charge to repair driver front window, unnecessary repairs done. Window still not operable so whatever they stated repaired was not what was needed to make window operable.

Business

Response:

As the compliance consultant for the dealership, I am responding to the complaint that was filed by [redacted] against Rosen Nissan. I have reviewed the complaint and discussed the matter with [redacted]. Mr. [redacted] agrees that Mr. [redacted] made an appointment to bring his vehicle into Rosen Nissan for repairs. Mr. [redacted] informed me that after inspecting the customer's vehicle regarding his repair concerns, he recommended that the dealership install a new window actuator and window motor to resolve his window problem. At that time, the customer opted to have only the window actuator installed and not a new window motor. The dealership reports that the customer stated that he didn't think the window motor needed to be replaced. Therefore, Rosen Nissan performed only the requested repairs while informing the customer that without both of the items being replaced, the problem may not be fully resolved.

After reviewing the complaint and the information on file with the dealership, there is no information which shows that the dealership neglected the customer's repair concerns. There is also no information found showing the dealership failed to comply with the customer's requests after they informed him of the recommended repairs. Therefore, we believe that Rosen Nissan handled the customer's repair concerns in a responsible manner. We do not believe the dealership is responsible for the current window problem due to the customer declining the recommended installation of a new window motor.

If you have any questions, please feel free to contact me at ###-###-####. Thank you for contacting us regarding the customer's complaint with your agency.

Business

Response:

We believe that Rosen Nissan and its Service Department handled the customer's repair concerns in a responsible manner per the customer's request. As a final good will gesture, the dealership has offered to assist the customer with his repairs by covering the labor if the customer covers the costs of the parts. If the customer wants to accept the offer, he should contact the dealership's Service Department immediately to make an appointment to get the repairs performed. If the customer rejects the gesture, then no additional offer will be forthcoming. The good will offer expires 6/30/2014.

Rosen Nissan has been more than fair in the manner in which they have assisted the customer with his repairs. At this time, we would like to request that the matter be closed.

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.

I drove all the way from the northern part of the Upper Peninsula of Michigan to look at a 2012 Honda Odyssey. While I appreciate the fact that cars are quickly posted on the web, the information was incomplete (photos were not available and the price went up because of the work they did). Franco ended up emailing me pics because they had not yet been taken. When I arrived at the dealership, I took the car for a test drive and asked what work had been done since they got the car. I was told that it had been detailed and cleaned. I was not told that new tires had been installed or any of the other work that was done. On the way home, I noticed a slight vibration in the front end while going at highway speed and called to find out if new tires had been installed (I thought they looked new). Joe [redacted] called me back to say that the tires were new. I asked if a front end alignment had been done and he said that it had not been done, but I could stop by Service if I wanted them to look at it. I stayed overnight in Green Bay and took it to the Honda dealership there and they said that an alignment should have been done when new tires were installed (and with the number of miles on the car - 53,000) and let me know where the issues were. Cost me $80. I also noticed that there is no oil change sticker so I don't know if they changed the oil or when the next oil change is due. Who knows what else they did... Why couldn't they have given me a record of what work was done?
The business person who did the paperwork with me seemed in a hurry to get me to sign everything and get out the door.
It would be great to have photos of the sales staff on the website, along with contact information, so you have an idea of who you are speaking with and how to contact them.
I'm not sure if I would drive all the way to Milwaukee to deal with these folks again.
UPDATE ON MY REVIEW ABOVE - Change the rating to 0 (zero) stars!!!!
I contacted Faith, the customer relations manager who looked into my complaint. She was able to get me a check (for $95) and indicated that she hoped that would be enough to change my rating to 5 stars.
Now, five days and 400 miles after purchasing my Honda Odyssey, the battery died. Replacing it cost me $165 plus the cost of getting the car jumped so I could get it to the repair shop. I sent Faith a message this morning with my latest issue. She called me and told me she would look into the new issue.
I just got off the phone with Faith. She indicated that she had looked into the problem. She was told by the service folks that if the battery had been that bad, I wouldn't have made it as far as I did. The service folks wondered if I had left something like on and told her that the battery could have been drained overnight. I told her that nothing had been left on and that Hondas have a shut off mechanism in the car and that the lights shut off after a specific period of time.
She kept telling me how she has worked at Rosen for 8 years and hasn't encountered this kind of an issue before. I asked if she thought I was trying to take advantage of Rosen and she said no, that I sound like a nice lady and that maybe there was a slim chance I had left something on, causing the battery to die.
Bottom line is that they will do NOTHING!!!! Do NOT buy a used car from these folks. They do not stand behind the customer.

I have trusted Nissan to take care of any of my cars for over 15 years. And I recently learned that there service department charges you for an inspection to check everything under the hood. And that's false. They don't check trani fluid, air filters, oil filters. batteries or even for tire rotation. My tires were shot after 6 months. My battery had acid all over. I blew a transmission on the count of them never checking the fluids and they would not back any of there services up. Nor. talk about it. I would be at Nissan every four months for these type of checks. Then two months later they offer to fix the issue but I had already fixed it somewhere else. Then they said sorry they wouldn't. Myself and family will not be returning here again.

Review: After purchasing a 2012 kia sportage 3 months earlier I was in a crash that totaled the vehicle. I went back to rosen and asked to be get another vehicle with the best deal possible. I was offered a couple of used vehicles so I could buy the extra warranties that I purchased before ,I declined then was put in a 4 year lease. The next day I found they had special financing. When I went back to ask why no one mentioned the option to purchase and special financing I was told "I don't Know'. I tried to talk to the salesman Todd he told me nothing he could do "come in at 3 and talk to my manager which I did. He said he didn't know why and he was sorry he only worked with what was given to him. My stance is if I had given the proper information I would purchased the vehicle saving me thousands of dollars.This a dishonest practice. I relied and trusted the dealership to give all information so I could make an informed decision not only was that not done but when asked about the situation I got these answers,"oh well,..sorry,...I don't know" I had already signed the lease so I got no answers and no one seemed to care no customer service I guess you only get that before you sign a bad dealDesired Settlement: The leased vehicle contract terminated and be able to purchase with the special financing rate

Business

Response:

I am writing on behalf of Rosen Kia to respond to the complaint filed by Mr. [redacted]. The dealership reports that Mr. [redacted] had expressed to his salesperson that he wanted to keep his payments in the $400.00 per month range. The dealership presented the customer with options of purchasing a selection of used vehicles, or leasing a new vehicle in order to keep the payments in the suggested price range. Any other programs such as the special financing that the customer mentioned in his complaint would have created a higher vehicle payment and longer payment term. Rosen Kia sympathizes with the customer, but does not believe they did anything to mislead the customer regarding vehicle pricing and payment options.If the customer has any questions, they can contact me at

###-###-#### or the dealership directly at ###-###-####. Thank you.

Ruben

I recently ( a couple days ago) went to the Rosen Used Dealership to trade my old vehicle for a newer, bigger vehicle to accommodate my family size. I do have poor credit but nothing major outstanding than my student loans. Anyway. I was interested in a 2013 dodge caravan with a listed price of $16,495. After the sales man "worked his magic" to make sure I got the vehicle with my 2004 saturn ion trade (that I was told was only worth $100) I was able to drive off the lot and return the following day to finish paperwork. The payments were not disgussed due to it being late in the evening and the finance manager was not available until the next day. So I go into the dealership to finish paperwork, still asking about the payments and what my interest rate will be, then the salesman tells me, the payments will be $560/month with a 26% interest rate and the interest total is $20,000 over a course of 72 months. I felt like I was taken advantage of. I let the salesman know that I was not happy with the amount. He stated that if a make a few months of payments that the rate could be reconsidered. As naïve as I was, I did unfortunately sign the papers. Im a single mother of 3 children and really needed a reliable vehicle. I woke up the next day and was very uneasy already stressed about these payments so I called the dealership and spoke with the salesman and asked if the payments could be lowered at all, he told me no. I asked if they still had my saturn ion because I am returning the van and I would like to be out of the contract. He states that I can not return it, I can not cancel the contract, my vehicle was already sent off to auction.

In November of 2011 we leased a 2012 KIA Sorento from Rosen KIA in Milwaukee. Recently our lease came due and we again went to Rosen, finding that our salesperson had left the dealership. We were assigned to a salesman that was taking over the clients of our former salesperson. We told him that we were looking for a similar 2016 KIA Sorento with options. The salesman's initial pricing was way higher and the numbers did not make sense as to the difference between the sticker price and the residual value. I indicated this to him and he went back to the finance manager to review the numbers, but again he indicated that they were correct. We shopped the Milwaukee KIA dealers through an internet service and received the deal we wanted. The difference between the money put down ($5,500 vs $7,700 (Rosen))and the reduced monthly payment ($581/mo - Rosen) vs $349/mo.)amounted to $10,552 over 36 months that Rosen KIA presented to us. Sorry Rosen....We will never be back!

Review: July 7, 2014 my sister ([redacted]) was in search of a car which she had been over the past several months and was called this morning by the dealership and informed that they might be able to get her in to a car with a 1000.00 down payment. The car that she wanted was a 2014 Kia Optium however [redacted] (salesman) felt that a 2012 Nissan Versa would be in a better pay range for her so was trying to get her approved for that. Around 1430 in the afternoon me and my 8 year old daughter joined her to watch the joyful moment. After sitting for a several of hours in the waiting area for banks to send in their results (per [redacted] the sales person) he came back to [redacted] and informed her that they were trying to find her a car 10,000/ less . We sat for an additional hour when [redacted] came back to us and informed [redacted] that indeed she would need a cosigner in order to get a car. At that moment [redacted] looked at me and asked if I would cosign for her and I told [redacted] and her that I needed to think about this. After some thought I decided to cosign but I informed [redacted] that I have credit established and only wanted my name and ssn sent to one bank and if she is not approved to come back and inform me before sending my ssn/ name to multiple banks. [redacted] looked me in my face and stated "ok" I will do that. About an hour later [redacted] comes and states everything is ok and approved but I think we should get you in another car. [redacted] stated we have a 2012 Nissan Sentra and 2012 Kia Soul that you can test drive and let us know which one you like. I asked what is the price range of theses car and [redacted] stated between 14,000-15,000 but we can take a look at them. [redacted] test drove the Nissan Sentra and liked it . Once we got out of the car I asked [redacted] how much is the car because there was no sales tag in the window, he stated " I dont know" after asking multiple times about the price he went into the glove department and pulled out the sales tag and 21,995 was on the sales tag I than stated " We are not going to pay that much for this car." [redacted] stated " we can get you a discount but you wont be paying that much for sure." I than inquired about the Kia Soul that he stated that she should test drive and [redacted] stated " those are not good cars, the Nissan Sentra will be much better." [redacted] took us back to the waiting area and for the another hour I kept asking [redacted] if he found out the exact cost of the car because if its a price that is not reasonable that we are not getting it and leaving. [redacted] reply the whole time was " our financial guy does the paperwork and he knows the exact cost of the car." At this time [redacted] brought us a contract and informed us that we needed to sign when I saw the cost of the car indeed in fact was 21,995 I immediately informed him that we will not be paying that for a car. He stated ok when you guys talk to the financial guy and you don't like the cost this contract will be voided I will write " pending financial" here which will release you from this contract." At this time we also gave him the $1000.00 for the down payment. We sat for additional hour and [redacted] came to me and asked for my insurance car and it didn't make since to me because my sister was the one applying but I figured they would not expect her to have insurance because she did not have a car. About this time it has been going on 7 hours and we dont' have the exact cost of the car, and still waiting to see the financial guy who have all the answers to my questions according to [redacted]. My daughter and I became hungry and started to become agitated so I decided to leave and get food however when we got five minutes away [redacted] called [redacted] on her cell phone and informed her that the financial guy would be ready for us when we return at this time it was going on 2030 and the dealership close at 2100. [redacted] asked me to go back. Once we returned back to the dealership we sat outside and for the first time we met [redacted](unsure of spelling). He informed us that [redacted] needed to get insurance in her own name. So over the next couple minutes we call Am[redacted]n Family and they informed us the [redacted] could not get insurance on her own because her licenses was coming back suspended. We decided that the next day we would put [redacted] on my insurance so that the cost would be cheaper for her. At this time we informed [redacted] of the results and he informed us that they would be ok. Once we got into the financial person office ([redacted]) it was already [redacted]. The first contract that was signed with [redacted] was pulled out and indeed there was no discount and we were charged 21,995 at this time I informed [redacted] what [redacted] had promised us and he called [redacted] into the office and asked him if this was true he stated "yes, I told them I would give them a discount." So the price that we decided on was 19,995 because [redacted] stated that was all he could do. So he took the first contract and started a second one. The next think we discussed was the "Gap insurance, scratch/dent, and warranty. I told [redacted] the only think she really needed was gap insurance, and a warranty. I did most of the talking because [redacted] has only brought one car in her life years ago and did not remember much about the process. She declined the scratch and dent. Next informed me that " I was denied for the car and he got [redacted] approved by herself." I ask why because my credit was much better than [redacted]'s he stated " because the creditors know that [redacted] will have car." He than turned the computer around and showed me the denials at this time I stated so you guys sent my name to many creditor which is what I told [redacted] I did not want to happen. We than discussed the monthly payments which was $402.00 for 60 months. By this time my 8year old daughter keeps telling me that she is hungry and has become agitated. The next thing [redacted] gave me this pad and inform me that I needed to sign. He stated at this time " [redacted] your name will go first on the paperwork." I stated "ok" although I have brought cars before I have never cosigned or needed a cosigner before so I did not know what that meant. He told me to write my initials and sign next he told me to give [redacted] the pad and she did the same thing, we signed on this pad but he never turned the computer around to show us what we were signing. By this time we all were hungry and frustrated at this entire process it was going on 2230 at night and the last time my eight year old daughter and I had consumed a meal was at 1300 in the afternoon. We than discussed how the payments would be made and [redacted] was informed to call back tomorrow and leaved bank information on his voicemail. Once we were done [redacted] printed the paperwork and never went over the information with us it was handed to us and we left. By the 4th day of having the car I felt something was not right and had the paperwork looked over by another bank. At this time they informed me that I was the owner of the loan and [redacted] was the cosigner and we were charged for the scratch/ dent services that we indeed in fact had declined. [redacted] and I went back to the dealership after having the car for 3 full days and inquiring about the contract and stating that this was not what we had agreed to although we signed it they misrepresented the information. [redacted] the manger spoke with us and told us that [redacted] was not in yet and would be scheduled in at 1500 that day and it would be discussed and they will call us back. 1500 came and went I made it back to the dealership around 1630 Friday and was informed that [redacted] was still not in and would be in at 1900. I became upset and asked to speak with a manager and at this time was directed to Jim. We listened and asked what is it that I would like them to do I informed them that I want the loan/ contract wrote the correct way and I want [redacted] the primary owner of the loan/ car the way it should have been in the first place. At this time he informed me that [redacted] would have to do all that because he could not help. I left the dealership again with no help and with the same problem. I left around 1720 and still no [redacted] however I did get a voice mail from [redacted] informing me that [redacted] called in sick and would be in the next day at 0940. The next day I arrived at 0900 because that's what I was informed to do however there was still no [redacted] at this time they told me to come back at 1100 because that is the time he comes in. At 1145 I spoke with [redacted]g had I informed him that they misrepresented the contract and they had lied to us the whole time. [redacted] stated " you seem financial smart, I thought you knew what I meant when I said your name going to go first." We sat and went back and forth and the only outcome was that they would buy the car back from me on Monday 11, 2014. Sunday 13, 2014 I took the car back to the lot and parked it on the dealership lot. Monday I around the time [redacted] had informed me, however when I got there [redacted] was not there so me and my daughter waited additional 10-15 minutes. Our total loan for the car was 22,286.72. They bought the car back and they only gave us 12,500 for the car and I had to give them 9,786 however [redacted] stated because I promised you that he only had to pay 8,500 that is the only thing I will charge you. I gave them $8,500 out of pocket and was never given anything releasing my name from the car/ loan. As of this day I called the corporate office and they informed me that I am still on the loan and to keep track so that this will not have a negative impact on my credit. We drove this car for less than a week and I cannot believe the practices/ performance of the employees of this dealership. This was the worst experience that I have ever been through. I would like my money back and a apology from the staff. Also I would like them exposed and change their practices so that this will not happen to anyone else. The owner is also aware of the issue and he has never apologize for the situation so this makes me think that this is acceptable of his staff and what this company represent.Desired Settlement: I would like a full refund in the amount of 8,500 and 1,000 for down payment and additional 200.00 for financial charges for credit cards. A letter stating a apology and a letter showing that this loan/ car is released from our name. Also changes in the practice of the sales rep, financial reps.

Business

Response:

As the compliance consultant for Rosen Nissan, I am responding to the complaint that was filed by [redacted] with your office. Review of the documents related to the purchase of the 2012 Nissan Sentra reflect that [redacted] was the primary signer on the documents.

There was no information found to show that the dealership misrepresented the initial sale of the vehicle to Ms. [redacted] or her sister, [redacted]. The purchase documents also reflect [redacted] as the secondary signer/co-signer.

We believe the allegations made in the complaint are unsupported. It appears that Ms. [redacted]' purchase and subsequent sale of the vehicle were on her own free will. Therefore, the dealership is not prepared to issue any refund to the customer. We hope this complaint will now be closed.

If you have any questions, please feel free to contact me at ###-###-####. Thank you. [redacted]

Consumer

Response:

A refund in monies owe was never issued.

Thanks