Suntrup Kia South

Complaint: [redacted] I am rejecting this response because:I paid for this warranty because of the voluntary information expressed to me by the sales personnel I understand the miscommunication and would like for you to cover anything that can be covered by the warranty Sincerely, [redacted] ***

Complaint: [redacted] I am rejecting this response because:As previously mentioned in my aforementioned complaint, I took the vehicle to an outside repair shop for an alignment and a leak I was given documentation on the needed repairs and I returned to Suntrup Kia for Warranty on 12/27/ The Kia inspector stated the brakes are in good shape, no issues Also stated there was no alignment issues so why does the vehicle pull to the right? The fact is I took this vehicle in under warranty within the given time frame and mileage limits only to be returned to me with no repairs completed It has a bent right wheel hub, caliper is moving back and forth which is the source for brake pulsation when depressed, the rack and pinion is leaking and they tried to cover it up by replacing the right boot/bellow while not even addressing the left boot/bellow that was not attached and the right front control arm bushing needs replaced, all of which fall within the days/3000-mile warrantyIf indeed there was an inspection of the vehicle by the service shop, these issues would have been discoveredWhen I bought the vehicle it had 87,XXX miles, my daughter has put miles on it driving back and forth to school While it does have approximately 90,XXX on it, the repairs were not completed as the Service Manager states Actually, the repairs were not addressed at all when brought to their attention by inspections from two separate sources but instead a Band-Aid placed or simply just dismissed I want the vehicle repairs done as indicated at no charge: Rack and pinion leak fixed, right front wheel hub, right front caliper and the right front control arm bushing They need to make this right, then I will not contact this business again Sincerely, [redacted]

The service director a Suntrup Automotive has gone to Kia Corporate on the customer's behalf and as we speak the customer is working with Our service director to get this issue resolved

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 As long as there is documentation that I wrote a check for $ Sincerely, [redacted] ***

Initial Business Response / [redacted] (1000, 6, 2015/05/27) */ Miss [redacted] came in on the last day of the month, and brought her father with her to look over the vehicleHer father looked over the vehicle prior to the purchase, mentioned he worked in back of a shop and has friends who are mechanics, and did not make an issue of the brakes at the time of purchaseDuring her conversation with our staff, never did they discuss new brakes nor did they indicate there were new brakes on the vehicleThey did, however, disclose to her that it had new tires and showed paperwork to prove itThis paperwork would have been they work order disclosing any repairs or installations on this used vehicle in our shop, and Miss [redacted] therefore had full disclosure that there were not, in fact, newly installed brakes on the Armada before she committed to buying it from us as well as before she signed any paperwork for the saleIt is unclear to us why she would buy a vehicle if she thought she was lied to about the brakes because all this information was made transparent prior to her commitment The Armada in question passed the state and safety inspection on April 30, Unfortunately, lights do sometimes go out, but as a courtesy we did replace the bulb at no charge to the customer, though this would normally be considered a maintenance itemWith regard to the brakes as they are, our service department is reporting they do not need to be replaced at this time, and Miss [redacted] received a document showing that they passed state and safety inspectionsAs of 4/28/2015, they measured 6/32" in the front and 4/32" in the rearAs a good faith resolution, if Miss [redacted] were to contact the General Manager of our store, [redacted] we will arrange and pay for another state and safety inspection to prove the car and the brakes are up to the appropriate standardsIf the inspection finds the brakes need to be replaced, we will put them on at no cost

This concern has been resolvedThere was a communication issueThe service director has been in contact with [redacted] and his concerns were taken care ofIf there are any further questions please feel free to contact [redacted] or myself[redacted]

Complaint: [redacted] I am rejecting this response because: I am rejecting this response until everything is resolved My experience with Suntrup, is they tell me one thing but then do not follow through I have contacted the dealership, specifically [redacted] to schedule an appointment for installing the [redacted] mirror yesterday He told me he would reserve a car so we could arrange the swap I have not heard back from him as of yet Sincerely, [redacted]

RevDex.com:Received phone call from [redacted] (service Manager) on 1/24/2018. He asked if I would take the vehicle to Suntrup Kia in Ballwin, I agreed. Delivered vehicle at noon to ***. Received phone call morning of 1/25/2018. [redacted] stated I was correct in the repairs that were needed. He also stated the repairs would be made at no charge to me including rack and pinion, right wheel hub and the control arm bushing. He said he was very angry in that the needed repairs were not discovered in the South County location and that he was headed back there to address. I requested the warranty maintenance service and he also stated he would take care of everything that I would have nothing to worry about. Stated I should have car back no later, Monday, 1/29/2018. I received the vehicle back on Friday 1/26/2018 all repairs completed, vehicle drives amazing. I am hoping this location is better than the South County location as far as listening to the customer and doing their job correctly as I will need to take the vehicle there for maintenance. Thanks [redacted] and [redacted] for repairing 2007 Caliber the way it should be.I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me. Sincerely, [redacted]

We have contacted [redacted] We have made sure she has a good contact #At her convenience she will make an appointment to have her [redacted] installed.At this visit we will provide her something to drive we will also detail her vehicle and fill her gas tank for her previous trips to the dealership.We had hoped to have this accomplished but due to other appointments Ms [redacted] has been unable to commit to a day as of yet.I feel confident that this issue will be resolved positively [redacted] Executive AssistantSuntrup Automotive group [redacted] @suntrup.comP [redacted] Ext ***C [redacted]

I completely understandWe only had days to respond to this complaintYou have not been able to pin down a time to complete the items you are requesting be done [redacted] has offered to meet you at one of your appointments to get the necessary documents signed and pick up your vehicle to install the [redacted] ***Please call at your earliest convenience the paperwork is time sensitiveTell us why here

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 Sincerely, [redacted]

[redacted] , I'm sorry if there was some confusion on the pricing you received My customer care representative was getting some offers confused that cannot be combined No one meant to mislead you or your family [redacted] reached out to me so that I could call you and explain the different offers before you made the trip to the dealership since she was over whelmed by your questions and was confused I tried calling you on 3/at 3:pm to go over your options of purchase We sent a email out to select customers with offers of % discounts that applied to the customers receiving the email coupon This offer is not to be used in conjunction with our online pricingThis offer does have the rebates included in the % discount We have to verify that you qualify for the offers when you come in and I was going to verify with you by phone that you qualify before you made the trip out to the dealership I could have explained all of the offers to you by phone if you would have returned my call If you have more questions or would like to discuss the matter further, I can be reached at [redacted] *** sincerely, [redacted] ***General Sales Manager Suntrup Kia Stores

Home address is [redacted] **, [redacted] , Mo***

I have attached some more documentationI hope it helpsThe deal was not redone that was not needed it was just done with a payoff off and actual was 9922.00so the check was for the difference owed.(attached also)The appt for her key was today 5/24/we picked her vehicle up at her employment and returned it back to herI do believe all her concerns have been metlook forward to working with her in the future

We are terribly sorry that we did not have the starter available The part was on back order with NissanWe submit that we need one and have to wait our turn to get oneThe customer did not feel that was acceptable so we simply gave her the option to call Nissan thinking as a customer asking
maybe Nissan would be able to expedite it.The service manager was able to locate one at another Nissan dealer we went and picked it upIt has already been fixed and she is on her way.We are at the mercy of Nissan when parts are on back orderHopefully we have restored her faith in us that we do what we can to assist.*** ***Executive AssistantSuntrup Automotive group***@suntrup.comP *** *** ***C***

I am sorry for how *** *** is feelingI only had her contact service because she had not yet gotten the issue diagnosed here, that is where we would have to start.I have no idea if and how we can help till our service department knows what they need to dothe initial diagnostic will be
89.95.The warranty's that the customer is referring to were given to her free of charge and yes it is a loyalty type warranty and the company who underwrites it has very specific requirement to keep it valid.( I am attaching the copy's received at the time of sale.)This being said I have passed all the information on to our service director.*** *** his phone # is ***We value her as a customer and we will try to help if we can.*** ***Executive AssistantSuntrup Automotive group***@suntrup.comP *** *** ***C***

Thanks so much for providing me with the requested information.I forwarded it to *** ***, the service directorHe has meet with the customer and is correcting all errors on our part.He has apologized for the errors on our partI feel this will end with a positive resolution. I again apologize that it took so many attempts to get the director to completely understand what had happened so that we could make this right

Complaint: ***
I am rejecting this response because:There was no accident. It is the same problem it has had since I bought the vehicle. It has a problem on the right side of the vehicle causing the brakes to pulsate and the vehicle to pull rightI have said this every time I have taken the vehicle in, including 12/27/with the leaking rack and pinion. I am not the expert on vehicles but I can tell something is wrong when it is driven. After I left Kia on 12/29/and was I told only the bellow/boot was replaced on rack and pinion and that there was no leak, I took the vehicle back to the garage I go to and they performed a thorough inspection confirming there is indeed a leak along with the brake and alignment issue.
Sincerely,
*** ***

I am addressing the concerns *** *** had with the purchase of her vehicle*** *** the salesman's manager has spoken to *** and I believe they have worked out any feelings of harassment and has a courtesy gesture he is giving her three free oil changesThe key just needed a
programming apptthat has been madeThe $I am attaching documentation showing that originally we were told that *** *** credit was the lien holder so we called them got they payoff amount and put that amount into the deal.At some point in the process of the deal the customer refinanced the loan on the vehicle she had traded to us for an additional to another companyThat is why the additional money was needed to payoff her new loan on the vehicle she had traded .I am very sorry for any inconvenience this customer experienced as a result of the misunderstanding.Thanks *** ***Executive AssistantSuntrup Automotive group***P *** *** ***C***

Complaint: ***
I am rejecting this response because: I will accept the response once all work is complete. *** did not offer to meet me to pick up my vehicle. I asked him to meet me or overnight the contact to me. I solved that problem. Don't turn this around to make it appear that Suntrup is doing a stellar job because that is definitely not the case. I don't understand why, when I contacted *** *** and *** on February regarding the bill I received from Kia Finance that was due on March 10, even though I specifically said on January when I purchased the vehicle, that I wanted the days no payments, this has become a time sensitive issue now. Why wasn't it a time issue sensitive when I first contacted you all? This is the way Suntrup's employees does business. It's ridiculous!!! They should not be allowed to conduct business!!!!!
Sincerely,
*** ***