York Kia, Inc

Dear *** ***,I am very sorry to read that *** is unhappy with our service departmentAs far as her concern over the new tire that was put on her car goes there was certainly nothing wrong with itIt was a brand new tire and a perfectly good tireI know she does not drive
often but many miles were driven and in a thirty day period it is very possible that she could have gotten a puncture in the tireAlso, to have a puncture in the tire and nothing in the hole is not uncommon.I do want to address her next visit back in our shop to replace the tireIt was agreed with her that she would only pay half of the cost of the tire and half of the labor involvedJames did indeed give her the 10% discount on the job but he did not bill the tire and the labor properlyIn this case, since we arranged for her to only pay half, I do feel we owe her a refund and an apology for the mistakeThe tire was $and the labor was $so I would like to issue her a refund of half or $66.30.So the fact that the tire got a puncture is not our faultWe knew that but since she was a customer we wanted to offer some form of a discountJames did not bill it out properly and that is why I apologize and offer the refundAs for the tire not being kept and thrown away by accidentIt was just plain that, an accidentOur advisor Steve mentioned to our tech Tristan to keep it, figured he did and Tristan just plain goofed up and tossed ittimes out of the technicians dispose of the tire and that is what he did.All that being said, I would like to point out that despite making an honest mistake our service department has amazing customer satisfactionOur satisfaction rating is currently is a which places me at or right near the top of all the dealers in the entire districtWe are well above regional and national average and have VERY few complaints ariseI listen to my advisors talk to my customers day after day and they go above and beyondThey strive towards customer satisfaction and they want them to come back as repeat customers but most of all...they care about their customersThe idea of them thinking a woman is stupid or the thought of them taking advantage of a woman or any customer forthat matter is insulting.In a day period and over many miles we can't control a tire getting a puncture but when *** came back in to get it replaced she did not get her proper discount that we agreed upon so for that we were wrong and I apologize and offer the discountThe tire being disposed of was an honest mistake by a technician but very obvlously it was not on purpose and we apologize for thatAll other work was completed properly and billed properlyI think this is a very fair resolution.Sincerely,Derek MGeneral ManagerMike S.Service Director

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed as Answered]
Complaint: ***
Good afternoon Revdex.com,I am rejecting this response because I do not accept the offer and explanation givenHowever, I would like to conclude this by stating that at this point, it is evident that no resolution will come about between both parties in which it is favorableThat being said, with the current offer, we will have to agree to disagreeAgain, I'm not accepting the offer, but, I also find it futile to go back and forth on an issue where there won't be a true resolutionFor future endeavors and sales, I will be searching elsewhere and suggest to friends and family to follow suitPlease close this case out as "unsatisfied, unaccepted offer, closed, etc ".
Regards,
*** ***

[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 ***, and find that this resolution is satisfactory to me.
Regards,
*** ***

Dear *** ***,We made a mistake with the printing error in our mailer showing that the car was a *** Premium We have admitted that It is unfortunate and we apologize.That being said, the idea of us being "misleading", or the idea of us using "deception" is not only incorrect but offensive.We have a new *** Base, a new *** Premium, and yes even a certified pre-owned *** Premium all on the lot and for sale All three are an option for customers I can only assume that any miscommunication stemmed frome the fact that there were multiple options all being offered. Jason our salesperson is not at all in any way pushy I have countless referral letters and messages from customers stating quite the opposite He would in no way sway a customer He may have offered another option, and yes the manager may have been willing to offer a deal to hit a bonus but the idea that the mailer was sent to "purposefully draw in" a customer is simply not true I spoke to my manager and he is still willing to honor the previous offers given to the customer but very obviously he can not do what is being asked. Sincerely,Derek M Jeff S.General Manager Sales Manager

Dear *** ***,I am very sorry to hear that the customer had a bad experience with us regarding the Kia ***The mailer that was sent to our customers did in fact have an advertisement in it for a Kia *** "Premium" that was a typographical errorThe mailer says "Premium" when in fact
the car is a regular model*** (see attached).That word is incorrect and is an error however, the stock # listed as being the specific example for sale was #*** and that is correctThe MSRP of 34,is correct and the price we can sell that car for $24,is correctIn fact, the price to *** *** ($24,700) is even lower than the advertised priceThe car he drove was the same stock number vehicle advertised.The savings are real and the MSRP is a true genuine factory MSRP (see attached) it is not an inflated addendum sticker that you may see in some markets.I apologize that the printer has the incorrect mode! associated with the adI admit it is incorrect and I am sorry.The mailer states that we are not responsible for typographical errors made at the punter (which this is)It is not at ail a "'bait and switch" tactic.Ail pricing and stock numbers match and honestly we are already offering an amazing deal of saving $9,we obviously can't do moreThis is a great deal on a car that still has lots of equipment arid features,Sincerely,Derek M. Genera) Manager

[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 ***, and find that this resolution is satisfactory to me.
Regards,
*** ***

York [redacted] Kia has been more than reasonable with our responses on this matter. We have acknowledged that we did make a mistake and did not bill out the proper discount that was discussed with the customer. That is why I felt offering the original plan of half off on the tire and labor was fair. The tire that was changed was supposed to go back to the customer as well. It did not and we admit that. The advisor told the technician to keep it and put it in the trunk. That is why he stuck to his comment that it was in there. As far he knew... it was. the technician, who by the way is an excellent tech, simply made a mistake and threw it away (as they do 9 times out of 10). Our tires get picked up by a licensed disposal company from time to time and they came and picked up some tires and when we went back to try and get it it was gone. Steve was correct in saying that it should be there, bad timing, the disposal people took it away. Again, a tire that was punctured and was no good. Again, the idea that anything was said or done by our people that was sneaky or dishonest is insulting. I have respectable people who work for me and we have wonderful customer satisfaction scores. Humans make mistakes. I am not calling the customer a liar and never have. She did not get what was promised to her and that is why I feel bad and have offered a discount.I do agree, being fair... and knowing that despite it being an honest mistake, the tire that was supposed to be returned was not. I will offer the customer a full refund on the tire of $102.60 and the full labor of $30.00 for a total of $132.60. I am doing this not because we did anything underhanded or sneaky but out of continuing to uphold our excellent customer service.

[redacted] This has been an ongoing issue for the customer and we apologize. I do feel bad that about the situation, it is frustrating for both her and us. She requested to be removed. We did our part. She received another mail piece somehow.I apologize for the slight delay in responding to...

the concern with the Revdex.com. I was waiting for a return response from the company who assists us in sending out our mailer/coupons. We did our part in the past and contacted them asking to have the customer removed. We certainly did our part and are doing it again. You can see below that they once again will be removing her. I am not intentionally doing this or mailing to her. Objectively I don't want to mail something to someone who doesn't want it so obviously it is an accident or error.In return however. To be fair. We are not a dishonest company. I take offense to that and for nearly 40 years we have been doing business in a professional manner. I understand [redacted] does not want to receive this mail (which again is a professional clean cut advertisement that often times includes money saving coupons) and I am taking every attempt to respect that and oblige. That being said, I am upset that we made an attempt to not mail to her in the past and it happened again. I contacted my direct mail/coupon company and demanded that they get in touch with who they use to enforce the do not mail list. I asked them for a response (see below).I really feel that this shows we are not intentionally doing this and we are doing what we can to stop it from happening again. In attempting to get an answer for the customer I have learned that do not mail lists are very specific. Right down to the letter. [redacted] can be placed on the list but if there is a record of [redacted] he will get one. Even down to if there is two spaces between the first and last name compared to just one. We are taking every effort to make sure it does not happen again.  -Derek M[redacted]
[redacted]
[redacted]  To Whom It May Concern,This email is to verify that [redacted] who resides at [redacted] has been place on all of our "Do Not Mail' lists.We sincerely apologize for the oversight of [redacted] receiving mailers for the dealership, [redacted]  Moving forward [redacted] will no longer receive any mailings printed by us for this car dealer.Again, we apologize for any inconvenience.  Thank you in advance for your patience and understanding.List Demographic StaffYour Preferred Printer-----------The mail company for [redacted] is who I use.

[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.  However, please note as I previously stated in the complaint I have received several not one additional advertisements in the mail since I was told I would be removed from the mailing list. I have attached a copy of the most recent mailing received. Perhaps the codes on it will help for me not to receive any additional mail from York Kia.
Regards,
[redacted]

I am very sorry to hear that Lisa does not want to do business with ous or even be contacted by us ever again.  I completely respect her wishes and have gone into our database and made sure that any and all points of contact  have been erased (address, phone number, email, etc.) In our...

system we had selected to not include her in future communications so I am not sure how it happened and I apologize.  I have done everything I can do on my part to the best of my ability to make sure that it does not happen again.I also notified the company who prints our mailers that they are not to ever include her in any mailing that we might send out in the future.Sincerely,Derek M[redacted]General ManagerYork Kia

[redacted]  [redacted]
[redacted]
I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution is satisfactory to me. 
Regards,
[redacted]

[redacted], We apologize. After previously receiving a complaint over this in the past we removed the customer and her information from our internal company database. We did send out an informative clean cut professional looking mailer that is endorsed by Kia Motors of America. The company who...

produces the mailer for me, even though we removed her info from our internal database still mailed one to her by accident. I have already called them and they have taken an extra step to make sure that Lisa was added to a list of people to not mail to and override even if the address gets selected by accident. I do apologize, the customer had asked in the past that we not send to her again and something did get mailed to her by accident. Sincerly, Derek M[redacted] GM and Jeff S[redacted] Sales Manager