Business ProfileforConcord Kia Mitsubishi

I had a terrible experience at the *** ********** recently. Despite purchasing a 6-year, 90,000-mile premium maintenance plan, every visit felt like they were trying to upsell me on additional packages. During my last visit, they were unwelcoming, insisting I needed to purchase a $499 plan for 30K maintenance despite my existing coverage. I told them my maintain plan includes all big maintenance and I can provide my contract if they want to check. Then they said "No! I don't need to see it, I need to verify from the ********** where you bought the car. You can come next time to do 30K maintenance".Okay, then I waited 2.5 hours only for oil change and tire rotation. Really waist my time! After the visit, I received a survey from **** and I didn't hold back in expressing my dissatisfaction. Within 30 minutes of submitting the survey, I received a call from *****, the customer service manager. However, her approach was far from apologetic or understanding. Instead, she confronted me in a rude and aggressive manner, challenging me about the low scores and showing no empathy for my grievances. When my husband intervened to try to resolve the situation, *****'s behavior only worsened. She was disrespectful and even implied that we shouldn't come back to Concord *** cause it's her decision for us to come back or not! Despite our request to speak to her supervisor(*********), ***** claimed he wasn't in the office. However, when we called *** directly, we found out he was. ********* said he needs to talk to ***** first and call back tomorrow, but we heard nothing for two days. Frustrated, we escalated the issue to *** corporate and are now awaiting a formal apology from the region.Got a morning call from *****, told us that because we wrote a very low review, we are banned at Concord ***. Confirmed with the general manager, *********.

We are very sorry that this customer's experience at ******************** *** was not up to expectations. We will take steps to make sure our staff understands that customers are important and that regardless of the circumstances they will remain patient and explain things better. The customer in this case did not purchase a vehicle or the maintenance product from our dealership. The customer purchased a particular type of maintenance coverage from the other dealership that provides for maintenance only. The product purchased does not cover repairs to the vehicle out of warranty but only maintenance items (e.g., oil changes, tire rotation, etc.). Many customers do not understand the difference between a maintenance product (like purchased at the other dealerships) and an extended service contract covering repairs and defects. They are different products. While we did not sell that product to this customer, we understand the frustration of not understanding that maintenance coverage was purchased, not an extended service contract. Even though this dealership had nothing to do with that purchase, we still strive to explain the difference when customers bring their vehicles in for repairs that are not covered by the maintenance product. The simple fact is that there is nothing more our dealership can do to assist in this regard other than to repair the vehicle at the customer's expense since it is not covered by warranty or the maintenance plan. Customers may be dissatisfied about that, but they should address the issue with the dealership that sold them the product that the customer believed paid for more. Most of those types of products can be cancelled and some portion of the cost reimbursed. Finally, we don't ban people from our dealership, but we do tell them there is nothing we can do to repair their vehicle when they don't want to pay for it, and it is not covered by a warranty or extended service contract. Much like health insurance, if the insurance won't pay for the procedure, it is not the doctor's ****** It is the coverage that causes the issue, and that coverage has nothing to do with Concord ***, but instead is related to a purchase the customer made at a different dealership.