This dealership can't stop lying.
My original complaint was related specifically to the extended warranty. I was repeatedly told my interest rate was higher than it actually was. Based on that information and the high pressure sales of the finance managers, I eventually agreed to an extended warranty. When I got to the final document, where I could finally see my interest rate, I saw it was significantly lower than what I was repeatedly told. Because of this, I was paying a lot more for the extended warranty than I thought I was. I was so upset, I could barely speak and decided to go ahead and sign, knowing that I could just cancel it later.
I bought the car on Monday, still way too upset to talk to them on Tuesday, I finally called them on Wednesday. I spoke to the finance manager that I dealt with during the sale, ******* ******* I explained that I wanted to cancel it. I also explained that I was canceling it because I felt that I was deceived about the price. He told me that they thought my interest rate was actually higher, but then they got it lower in the end. Two problems with that story. The monthly payment didn't go down, like it would if everything stayed the same, but the interest rate suddenly got better. If it got better, I should benefit with a lower payment, not them with a higher selling price. The second problem with the story, is that I continued asking what my interest rate was while signing because I was trying to make sure what I was paying for and was still told the same higher interest rate. He eventually pulled that final document with the lower interest rate off a stack on his desk, not fresh from the printer, so the interest rate didn't change, it always was the lower rate.
After we both had our chance to talk about it, I told him that I still wanted to cancel the warranty. He told me that was fine, but I would have to wait 90 days before I could cancel it. I told him that I knew that wasn't correct, that I could cancel it immediately and asked again what I need to do to make it happen. He repeated that I'd have to wait 90 days. I asked him what was the name of their general manager. He told me it was "****". I tried one last time to get him to cancel the warranty and he told me he couldn't.
I was on a break at school during the call above. I wanted to verify my information about canceling the warranty. After I got home, I confirmed the warranty can be canceled from several different websites. In fact, one of them said you couldn't cancel it after 60 days. Which is possibly why he tried to get me to wait for 90 days to cancel.
I called the dealership and asked to speak to the general manager. The guy that answered the phone introduced himself as ****. I told him I'm a little confused and asked if he was the general manager. He confirmed that he was the GM. I told him that I asked one of his finance managers who the GM was and he told me the guys name was ****. **** told me that **** was their COO.
So believing him to be the GM, I explained my story to ****. He told me that he would have to check into it, but that either himself or his finance manager would call me back. I can understand that since I caught him off guard. That was around 4pm on Wednesday. I waited two days and got no response from anyone. I tried calling him around 4pm on Friday and was told he was off by the receptionist. She got my name and said she would leave my message on his desk. She also told me he would be in at 10am today. I waited a few hours past 10am, to give him time to call me from my second message to him. At 1pm, I finally called him again. I was sent to his voice mail where I learned his actual title is the sales manager, not the general manager. Once again, I felt completely deceived by this dealership. I hung up, rather than leave a message because I really can't take any more of their lies.
I'm completely disgusted with this dealership. They can't seem to stop lying to me about anything.
What ****** me off the most about this dealership is that I tried to pay them. I paid the full sticker price of the car and took their first offer on my car. I didn't even try to negotiate one dollar off their initial offer on this deal. My reward from them, for being what I would think is the perfect customer, is to be lied to over and over to try and get even more money out of me.
The only way I'll be truly satisfied at this point is for them to take this car back and cancel this deal completely. I'll even pay a reasonable restocking fee to get away from this dealership. It was a used car and I haven't put many miles on it. So this request isn't completely unreasonable and is the only way I'll be completely satisfied at this point.
I will be willing mark this complaint as resolved to my satisfaction if they cancel all of the things forced on me by the high pressure sales tactics of the finance managers. That is both the warranty that I've been trying to cancel as well as the gap insurance. Those are both very reasonable requests and commonly done.
I also hope the BBB will reconsider their rating on this dealership. Treating people like this is about as far away from that rating as you can get. Allowing them to only fix the people that are willing to take the time to file a complaint isn't fair to the majority that won't go this far. This dealership has proven to me they don't care about their customers at all.
Central Kia team want to apologies for the inconvenience caused at the purchase of the vehicle. We are very serious about our customer's satisfaction and we work hard to get to the bottom of any customer complaints. ******* ******* the Finance Manager who helped Mr. ******* during the purchase process, contacted and let Mr. ******* know he will be able to cancel the extended service warranty at his convenience. Mr. ******* sent the cancellation letter to the dealership and it's being process at this moment. We are very sorry for the inconvenience.
(The consumer indicated he/she DID NOT accept the response from the business.)
I said I would be satisfied if this sale was completely cancelled, allowing me to buy from another dealership that has integrity. I also said I would be willing to close out this complaint if they got the service contract and GAP insurance cancelled. This business took the minimum path, rather than trying to satisfy a customer. They also did this with the employee that gave me the wrong information in the first place. Their "interest" in satisfying a customer didn't even warrant contact from one of the managers there. Just a one sentence email from their employee with their "standard" cancellation form attached, which that employee "didn't know anything about".
The paperwork is being processed for my request. Even though I asked to be informed of the progress, the only reason I found out that they even got my response was by calling them. I only have their word, not even a piece of paper showing that something is being done. After my dealings with this business, I'm sorry, but I can't mark this complete until the refund is completed. They have proven their word means nothing and at this point, even paperwork from this business wouldn't put my mind at ease. In addition to ensuring this actually happens, I also want to make sure it is for the correct amount. It shouldn't be prorated by their efforts to delay or stop this from happening.
The other part of my complaint deals with their accreditation with the BBB. They Broke several of your accreditation standards. I'm not saying I won't close this out because of this, but surely all these violations aren't going to be disregarded?
What started this mess is the fact that I asked repeatedly what my interest rate was and was repeatedly given the wrong one. That breaks your standards principle 3. A. "Make known all material facts in both written and verbal representations, remembering that misrepresentation may result not only from direct statements but by omitting or obscuring relevant facts."
When they said I couldn't cancel the service contract, they broke your standards principle 4. B. "the business' return/refund policy". In their reply, the finance manager claims that he wasn't aware of the policy, but that doesn't excuse the Sales Manager that falsely acted like he was the General Manager from knowing the policy. Am I to believe that no one there knew this policy? I believe that also breaks another of your standards principles, 5. B. "Honor representations by correcting mistakes as quickly as possible". Why didn't the Sales Manager correct this after I talked to him? Or even call me back like he said he would? Or return my second call to him where I left a message?
Now that you are involved, they are abiding by your standards principle 6. "Be Responsive - Address marketplace disputes quickly, professionally, and in good faith". Didn't they break this rule when they basically just ignored me hoping I'd just go away? They are being responsive to you, but they wouldn't even return my calls.
With all of this, doesn't their actions also break your standards principle 8. "Embody Integrity - Approach all business dealings, marketplace transactions and commitments with integrity."
I really hope you take all of this into consideration. I do appreciate your help in this matter. It is obvious to me, that it wouldn't be happening without you.
Final Business Response
After reviewing the customer's response, our Finance Director, ****** ******* contacted Mr. ******* and informed him about the status on his cancellation letter. Our accounting department has processed the cancellation form and will send a check which will cover the full amount to Mr. *******'s lender in the next couple of days as Mr. *******'s situation is a priority for our store. It is our mission to help and cater for our customer's needs and we apologize for the inconvenience created once more.
Final Consumer Response
(The consumer indicated he/she ACCEPTED the response from the business.)
Part of the refund has been made as the dealership said it would. So at this time, I'm accepting their resolution with the expectation that there is still another part of the refund coming in several weeks. If that doesn't happen, I will request to open this back up and complete what was promised.
Still hope the BBB downgrades this dealership's rating. No reputable business should be allowed to ignore customers and only respond to the ones that file complaints with the BBB.