Suntrup Kia of West County

I do empathize when this situation happensNo one can anticipate when a used vehicle with 106,will start having issues.Mr [redacted] purchased the vehicle in October of we do a point check of safety and maintenance and the vehicle must pass the inspections required to be sold the vehicle did.We do offer a 3month 3000mile warranty free of charge should something come up., but beyond that the customer would have needed to purchase an extended warrantyI do not see that this customer did.When he came to service and needed a new engine the vehicle had thousand miles on it since purchaseThe repair warranty is months or twelve thousand miles.The vehicle had exceeded that when it failed We can give him a quote on another repair or maybe get him into another vehicleBut we have honored our warranty and contract on this vehicleOur service director is [redacted] you can contact him on question for service [redacted] or [redacted] is our preowned sales manager at [redacted] Executive AssistantSuntrup Automotive group [redacted] @suntrup.comP [redacted] ***C [redacted]

We are sorry the deal did not work out for the [redacted] family We originally quoted you a Lx 4xand beat every other dealer out there that you shopped us to You decided to go up the Ex model that was more expensiveOnce [redacted] realized that you thought the quote was for a Ex model she got with her manager and received a new price quote I told [redacted] that the price would be $26,and [redacted] and family decided to come in to purchase the vehicle I'm not sure why you did not return our vehicle to our dealership if you did not intend to purchase the vehicle Your family became hostile to my female salesperson and raised your voice to her I asked you to bring our vehicle back and you told us to come get it ourselves This is not how things work in our business If you pick up a vehicle from us, you are supposed to return it to us I'm sorry the deal did not work out and we are sorry if your daughter was upset and hope she gets better [redacted] ***Kia West General ManagerSuntrup Automotive Group

Initial Business Response / [redacted] (1000, 10, 2015/07/30) */ Suntrup Kia of West County looked at the vehicle and contacted a Kia RepresentativeThe Kia Rep asked us to send it to two different body shops to have the body panels worked onThe customer was still not satisfied with the alignment of the panelsSuntrup Kia of West County has turned the matter over to Kia Corporate

I am so sorry this has gotten to this point.Customer purchased 8/26/Our records indicated that the paperwork was sent/with title to their home address 9/6/17.The customer called 12/5/asking for a late fee and a late registration ticket to be paidThis vehicle need to be registered by
9/26/We sent them check for both even though at that time it was not mentioned that the tile was not received and a duplicate needed to be applied forWe did not know that until I received a letter from the lawyerImmediately I responded to the letter and the Office manager contacted the customer about the steps to apply for a duplicate title. This is the first I am hearing about the vehicle having mechanical issuesPlease contact *** *** or *** *** at Kia West to get this resolveHope this has been helpful.*** ***Executive AssistantSuntrup Automotive*** ext.***

Initial Business Response /* (1000, 5, 2015/08/28) */
Suntrup Kia of West County promised to touch up the hood of the vehicleThe customer came in to have the touch up done and was upset because he was under the impression that Suntrup was going to pay for a professional to repaint the entire
hoodThe customer would have to pay more for a professional to repaint the hood

I am sorry it has taken so long to respondI wanted to make sure I gave the customer every advantage of getting assistance in this matterWe value this customer she has been a very good loyal customerThe power train warranty the customer is referring to was given to her free of chargeIt is a
loyalty warranty the underwriting is very specific on not only doing the service at the dealership but doing them at the correct intervalsI truly believe that this customer made every effort to keep to that scheduleWe believe that the reason she did not do the 90at was due to the fact that other issues were going on with the vehicle and there for she was unawareThat being said the warranty is void Here is what we would like to doWe need to get *** to schedule the 90k service (transmission flush) as soon as possible we would also like to take another look at fixing the initial problemShe will receive all benefits of the loyalty powertrain program as a good will from the companyThis is provided she from this time forward keeps up with said services on time.I have called *** If she does call service just ask for *** ***(service Director)I hope the will resolve her disappointment in our service in order to maintain her has a customer.*** ***Executive AssistantSuntrup Automotive group***@suntrup.comP *** *** ***C***

The service manager at kia South will be contacting Jennifer to schedule and apptto obtain and program a 2nd key at no cost to herthis will take 1/hours sooner the better .I am sorry for the delay this vehicle was purchased months ago and I have attached the document signed by the
customer that nothing was owed.The salesman is no longer here so I needed to take it one step further to get authorizationWe value them as customers is the reason we are taking it at their wordthere was only one keyThey were certainly entitled to twoThis should resolve this matter and hopefully restore some faith

Initial Business Response /* (1000, 5, 2015/07/24) */
We have sent her paperwork out over night along with a check for her sales tax penalty

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Sincerely,
*** ***

I am so sorry the customer feels this way. I have talked to the [redacted](her boyfriend) then [redacted](her father). I have not spoken to her.Each one did seem to need clarification of the sale.It can be an overwhelming experience when the customer signs the paperwork we just assume they understood it.The...

clarification  of co-signer it is more cobuyer both parties are equally responsible for the loan and the vehicle.If the customer felt rushed I also apologize for this we encourage all our customers to read thru all the documents they are signing. Buying a vehicle is probably the second largest purchase you will make and we understand that. We disclose the term the interest rate the monthly payment and when it is due. It is not unusual for bank to ask for additional documents in order to fund the loan.We do not payoff the customer trade until the new vehicle has been funded.Travis(Finance) was not fired.The ball was not dropped. We will not make the payment for the customer.Has a goodwill gesture for any inconvenience they felt [redacted] (the manager) gave them a courtesy card for 3 oil changes and 2 tire rotations. [redacted]'s credit would not be negatively effected it should improve thou out  the life of the loan. [redacted] spoke to [redacted] (boyfriend) on 5/11 he felt that after the conversation he understood.To direct the question of the deal going on now with Kia finance  that is offered by Kia their deals change constantly over that we have no control.So to sum it up [redacted] at Kia of West County very much wants to retain this customer.However he feels he has filled any obligations. Please feel free to call him .

We are sorry the deal did not work out for the [redacted] family.  We originally quoted you a Lx 4x4 and beat every other dealer out there that you shopped us to.  You decided to go up the Ex model that was more expensive. Once [redacted] realized that you thought the quote was for a Ex model she...

got with her manager and received a new price quote.  I told [redacted] that the price would be $26,500 and [redacted] and family decided to come in to purchase the vehicle.  I'm not sure why you did not return our vehicle to our dealership if you did not intend to purchase the vehicle.  Your family became hostile to my female salesperson and raised your voice to her.  I asked you to bring our vehicle back and you told us to come get it ourselves.  This is not how things work in our business.  If you pick up a vehicle from us, you are supposed to return it to us.  I'm sorry the deal did not work out and we are sorry if your daughter was upset and hope she gets better. [redacted]Kia West General ManagerSuntrup Automotive Group

I do empathize when this situation happens. No one can anticipate when a used vehicle with 106,198 will start having issues.Mr . [redacted] purchased the vehicle in October of 2014 we do a 30 point check of safety  and maintenance and the vehicle must pass the inspections required to be...

sold the vehicle did.We do offer a 3month 3000mile  warranty free of charge should something come up., but beyond that the customer would have needed to purchase an extended warranty. I do not see that this customer did.When he came to service and needed a new engine the vehicle had 12 thousand miles on it since purchase. The repair warranty is 12 months or twelve thousand miles.The vehicle had exceeded that when it failed . We can give him a quote on another repair or maybe get him into another vehicle. But we have honored our warranty and contract on this vehicle. Our service director is [redacted] you can contact him on question for service [redacted] or [redacted] is our preowned sales manager at [redacted]Executive AssistantSuntrup Automotive group[redacted]@suntrup.comP [redacted]

Complaint: [redacted]
I am rejecting this response because: This respose does not include all issues that I had listed in the claim. I have not recieved a call from [redacted], but instead a female names [redacted]. I have played phone tag with her. I also have attempted to contact [redacted] with all of the concerns about my vehicle. [redacted] left an email to schedule the 90 thousand mile transmission. Flush in which I had previously done and was told that they wouldn't complete it because my fluid wad to dirty and it would probably cause my transmission to lock up totally. The issues with my car that all need to be fixed were not listed in this response and I had a message from [redacted] about having them look at the car during the flush. There has been nothing about the cost of all being taken care of since they gave me false verbal information about the flushes and let me drive off without fixing all issues even though I told them my warranty would no longer be good by the time I reached my home due to mileage. I feel like every bit of my car issues should be covered in cost by them as well as putting me back on the power rain warranty, or they should refund me or the total beginning purchase cost of my loan and should refund all money I have put into this vehicle since purchasing it. I am not satisfied with their response or their services at this point.Thanks,[redacted]

Initial Business Response /* (1000, 10, 2015/07/30) */
Suntrup Kia of West County looked at the vehicle and contacted a Kia Representative. The Kia Rep asked us to send it to two different body shops to have the body panels worked on. The customer was still not satisfied with the alignment of the...

panels. Suntrup Kia of West County has turned the matter over to Kia Corporate.

Initial Business Response /* (1000, 14, 2016/03/04) */
[redacted] sales manager has been actively attending to Mr.[redacted]' s concerns seams the final
detail was a wind noise. After first sending the vehicle to an authorized Infiniti dealership who replaced the weather strip but did not fix the...

concern. We took the vehicle to a body shop who has
taken care of the issue to the best of anyone's ability.
Mr [redacted] is now in possession once again of his vehicle so we believe this case is resolved.
I am sending body shop info back up.
Thanks
[redacted]

Mr [redacted],          I am sorry to hear about your experience, we have looked over your file and given that you purchased a used vehicle from us in october of 2015 and that it has taken over a year to reach out to us we do not have a policy in place that we can use to help...

you. While all of our used cars go thru a very thorough inspection there is no way for us to warranty or replace a part on a car that we sold over a year ago. Since you were told that it was due to water damage there is no way that it could have been pre existing, I would like to walk you through a few of our processes.  When we sell a vehicle we wash it and when we washed yours the vehicle had no leaks as they would be easy to notice, when we first got the car in our inventory we detailed the car again having it washed and no leaks were present. We can not stand behind something that could have happened while the vehicle was in your possession. I have to imagine owning the car for a year you had to have washed it, multiple times as it is a very nice car. The day we got your phone call, we took the matter very seriously and looked at many different ways we could do to help but unfortunately we can not.[redacted], Sales  Manager Suntrup Kia West.