Suntrup Kia South

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]

Complaint: [redacted]
I am rejecting this response because:  [redacted] had the salesman [redacted] return my call who told me he had all the information and it all looked good. I never received an email offer on a vehicle. I simply asked a question about a 2011 Vehicle you have listed on your website as "new". [redacted] returned my call the next day and in discussing things, she is the one who informed me about the 25% off MSRP. There was no confusion about this because I asked several times and when she checked with someone and came back with a different price - and I explained to her that the discount she gave was not 25% off the MSRP and we went step by step taking the MSRP and multiplying it by 25%.  The issue here is the fact that AFTER we made the trek over there and test drove the vehicles - we were repeatedly being told that the MSRP price included all rebates and incentives - which would be FRAUD if that were true. The printout of the vehicles shows the MSRP price, discount amounts, a net total after that, rebates (incentive) amounts (which you have a dash marked there), then a new net total amount (which if you deduct from the previous net total amount is equal to any rebates being offered). The rebates and incentives are also listed on the printout, in the details of the vehicle on your web site. The bottom line here is that your dealership was insisting that the MSRP price was NOT the MSRP price when it was the same price as the window sticker of the vehicle, the same price that was on the Dealer Invoice we were shown. Your dealership had NO intention of honoring the 25% off of MSRP price...your dealership would take the 25% off but insist they had to add back in all these different rebates, which had not even been deducted from the MSRP price. Your dealership's insistence that the MSRP price is NOT the real price is WHY I am making this complaint....because if that is the case, you are committing fraud by advertising an MSRP price that is not true. Furthermore, I have contacted KIA corporate who did verify that the MSRP price is put on the car before being shipped to dealers. There may be dealer added items that increase the price of the car and I explained to them that, yes, there were a few items such as pin-striping and scotch guarding, etc. that increased the price to a little over $30,000. They assured me that the rebates and incentives are something that comes off the MSRP price - and NOT something that is included in the MSRP price. You should be hearing from them as well as from the Revdex.com. Your response above, is nothing more than another attempt to cover up the actions of your dealership. [redacted] had told me to call her the next day if any shenanigans were pulled. I tried to call her and got someone else who said she wasn't in. I've not received a call back from [redacted] yet who assured me she had a strait line to the head of the dealership if any shenanigans were pulled. I can see that apparently the entire conversation was all a lot of lies as well. If you are having someone from your dealership tell people that they received a flash email telling them to cut the price of the 2016 models by 25% off the MSRP and it is not true - that is FRAUD. 
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 [redacted]

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

I am sorry the customer felt this way. The code that was pulled when first reading the check engine light was an old code for possible loose gap cap. The engine light was reset and the customer was to monitor the vehicle. This was in April. When he returned recently there was a different code. We...

repaired it at no charge has a goodwill gesture.The customer told us the issue was resolved . I f there is anything further please contact me. Thanks[redacted]Executive AssistantSuntrup Automotive group[redacted]@suntrup.comP [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 12/27/2017.  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 90 days/3000-mile warranty. If indeed there was an inspection of the vehicle by the service shop, these issues would have been discovered. When I bought the vehicle it had 87,XXX miles, my daughter has put 1400 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]

First of all  Mr. [redacted],I am so sorry about the lack of communication.The extender service contract as well as the multi-shield service contracts to not cover body damage.  If you hit something in a accident that would be covered by your car insurance not the extended service...

contract.  I'm sorry if there was some confusion but that is why it is not covered.   Best practice on that would be to notify your insurance company for direction on their process.I hope this helps to resolve your issue but if not . Please do not hesitate to contact me and I will try to assist you in getting the right person to help. [redacted]Executive AssistantSuntrup Automotive group[redacted]@suntrup.comP [redacted] Ext [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 .

Initial Business Response /* (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 vehicle. Her 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 purchase. During her conversation with our staff, never did they discuss new brakes nor did they indicate there were new brakes on the vehicle. They did, however, disclose to her that it had new tires and showed paperwork to prove it. This 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 sale. It 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, 2015. 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 item. With 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 inspections. As of 4/28/2015, they measured 6/32" in the front and 4/32" in the rear. As 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 standards. If the inspection finds the brakes need to be replaced, we will put them on at no cost.

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 $2062.
Sincerely,
[redacted]

This has taken over the usual amount of time to complete this GAP claim. I am sorry for the frustration of Ms. [redacted].The delay was due to CNA (The company for the Gap coverage),  They could not locate the policy, and the fact that she did not tell her insurance company she had gap till after...

the fact. That has been resolved. We even ,due to the delay, sent a payment to [redacted] Credit on Behalf of Ms. [redacted].(see Attached).Ms. [redacted] needs to call [redacted] and get a copy of her payment history to submit to the insurance company to finalize her claim.Please e-mail it to [redacted]@suntrup.com or take it into BJ. We can get it to her insurance company for her but we can not get it from the bank .She has to do that.

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 3/29 at 3:39 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 pricing. This 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

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 [redacted].  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]

I have attached some more documentation. I hope it helps. The deal was not redone that was  not needed it was just done with a payoff off 7850.00 and actual was 9922.00so the check was for the difference owed.(attached also). The appt for her key was today 5/24/16 we picked her vehicle up at her employment and returned it back to her. I do believe all her concerns have been met. look forward to working with her in the future.