Sands Kia

Our General Manager, *** *** contacted *** approximately three weeks agoShe is getting us the bill from her vehicle for the air conditioning repairWe will reimburse her for that repair once a copy of the billing is receivedMs*** will then be responsible for any other repairsMy
apologizes for the delay in response Mr*** was hoping to have the copy of the billing and have Ms*** reimbursed before replying, however we are still waiting for the copy of the billing

Our Service Manager, Ron M[redacted], contacted [redacted] regarding this complaint that was filed. Below is a letter sent in on [redacted] behalf to our Kia representative.
 

"Calibri",sans-serif; font-size: 11pt;">Tom
 
We have received a Revdex.com complaint on this Kia Case# [redacted] from our customer [redacted]. After speaking with Mr. [redacted] on Saturday July 2nd it is clear that the customer’s issue is not with Sands Kia but with Kia Consumer Affairs and his vehicle.
 
He was clear that the service department has repaired his  issues in the past and he does not have a vehicle problem at this time. In his words “ I do not have a problem with the service department.” He expressed his displeasure in the vehicle and his dealings with Kia Motor CO.
 
You will find attached his letter of complaint and timeline in dealing with this.
 
Hopefully you can forward this to  the right personnel to address his concerns.
 
Thanks
 
Ron M[redacted]
Service Director
Sands Kia

this reply from business...is not even me

Our General Manager, [redacted] contacted [redacted] approximately three weeks ago. She is getting us the bill from her vehicle for the air conditioning repair. We will reimburse her for that repair once a copy of the billing is received. Ms. [redacted] will then be responsible for any other repairs. My...

apologizes for the delay in response Mr. [redacted] was hoping to have the copy of the billing and have Ms. [redacted] reimbursed before replying, however we are still waiting for the copy of the billing.

Attached is the complaint, as well as a detailed explanation of the series of events that led up to the complaint by Mr. [redacted] on his 2015 Kia K900 ([redacted]).As described, Mr. [redacted] complaint is with Kia Motors of America, not Sands Kia. We have performed one repair to his vehicle on 04/18/2016 and escalated his complaint from previous problems thru the Kia Customer Network. Kia in turn made a goodwill gesutre, which was unacceptable to Mr. [redacted]. After receiving this complaint, we have again notified Kia Motors of America of Mr. [redacted]'s dissatisfaction.  We are trying to help Mr. [redacted] resolve his complaint with Kia Motors; however it is in their hands to resolve their differences.
 
Sincerely,
 
Jerry M[redacted]Sands KiaDealer Operator

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

[redacted], In regards to [redacted] complaint. It is company policy that a customer’s payoff for a trade in is not released until we are funded on the purchasing vehicle. We were funded on [redacted] vehicle on April 30, 2014; we mailed the payoff check # [redacted] to [redacted] on...

May 1, 2014. The banks have 30 days to produce a title to release the liens. On June 2, we learn that [redacted] did not show receiving the payoff check. We then verified that the check had not cleared our account and stopped payment on check # [redacted]  re-issued check # [redacted] and [redacted] this check to [redacted]. [redacted] posted the check to [redacted] account on June 4 as stated by [redacted]. We apologize for the delayed processing of the payoff for [redacted], unfortunately there are times that a check is lost and/or misapplied by the receiving parties. These instances are out of our control. We tried to rectify the problem as soon as we learned that [redacted] had not received the original check sent. Due to the customer confidentiality laws in place we do come across situations where the banks are notifying the customer’s of payments not received and/or balances not paid in full. The customer’s sometimes assume that there is just a delay in process and it will be handled. We apologize for the manner in which [redacted] feels that her concerns were handled and have addressed these instances with our managers to avoid future problems. Thank you,  [redacted]Office Manager[redacted].[redacted]  [redacted]Phone [redacted]Fax  [redacted]

Hi Marie,
Sorry about not explaining myself. 
I did go into sands kia to go and look at a car. Two different salesman assured me that they could get me into a car. So I go and they tell me both times they can't help me. I explained my situation to them and told they I did not want my credit ran. Unless they were sure that I could get. I told them my credit score as well as my Co signers. They insisted that they could make it work. So I told them go ahead and run the credit. Then they say to me I'm too backwords on my car no bank will finance me. But I bought my car they 1 year ago. I put $4,500 down because I traded in my truck that was already paid off. I was suppose to get rebates as well. I never got the rebates it my fault for not knowing what to look at when I was signing my contract.
I pay $420.00 a month with an Apr of 4.9% for 72 months. They said I would even out if I kept my car for another year. I calculated it and I will never even out. I will end up paying  a little over $34,000 for my car after all said and done. I should of only be paying around $30,000 for it. All I wanted was for them todo was do what they had todo on there end. To help me out. But they only wanted to give me $17,500 for my car. If they would of gave me at least $20,000 for my car and got me the car I wanted for a little under black book value. They could of got me financed but they did not want to help me. I asked to speak to the GM multiple times they said that he was busy. I asked them if they could pass him on the message and call me so I could discuss my situation to him. And maybe he could help me out a little more than every one that I talked to. But till this day still no call or email from the GM. What Is the deal with that? I can't go anywhere to trade in my car because I to backwords on my car and that ain't right.Mr.[redacted]

Our Service Manager, Ron M[redacted], contacted [redacted] regarding this complaint that was filed. Below is a letter sent in on [redacted] behalf to our Kia representative.
 

"Calibri",sans-serif; font-size: 11pt;">Tom
 
We have received a Revdex.com complaint on this Kia Case# [redacted] from our customer [redacted]. After speaking with Mr. [redacted] on Saturday July 2nd it is clear that the customer’s issue is not with Sands Kia but with Kia Consumer Affairs and his vehicle.
 
He was clear that the service department has repaired his  issues in the past and he does not have a vehicle problem at this time. In his words “ I do not have a problem with the service department.” He expressed his displeasure in the vehicle and his dealings with Kia Motor CO.
 
You will find attached his letter of complaint and timeline in dealing with this.
 
Hopefully you can forward this to  the right personnel to address his concerns.
 
Thanks
 
Ron M[redacted]
Service Director
Sands Kia

Our Sales Manager, Kyle V[redacted], spoke with Mr. O[redacted] earlier this week. Mr. V[redacted] explained to Mr. O[redacted] that the incorrect contract was sent to the bank, however we have...

repurchased that contract and sent the correct contract in. We will have to wait a few weeks and then, we can pull a payoff for him when the new contract has had enough time to process..  Mr. V[redacted] told Mr. O[redacted] he would follow up when completed.  Mr. V[redacted] explained 5 days would not be enough time to have this processed,. Mr. O[redacted] appeared satisfied at that time. 
 
Cherie V[redacted]
Sands KiaOffice Manager

Our Service Director, Derek H[redacted], has reached out to Ms. [redacted] to apologize for the lack of communication during her recent visit to our service department. Mr. H[redacted] has left 2 voicemail messages with no response yet.
 
 
 
Sincerely,
 
Cherie V[redacted]Sands Motor Company
Office Manager

One of our Sales Managers, [redacted], has been trying to reach Ms. [redacted]. We are not looking to collect the $500.00 for the vehicle that was traded in, we are simply trying to get a letter signed stating that the vehcle was not traded in and that Ms. [redacted] is respsonsible for the vehicle in it's...

entirety. Sands has no interest and/or liability on this vehicle. Our attempts to speak with the customer has been unsucessfull. Sincerely,[redacted]Sands KiaOffice Manager

Tell us why here...Mr.[redacted] came in to the dealership last week to trade in his 14 Optima. for a pre-owned Camaro.  Unfortunately, Mr. [redacted] owes more than his vehicle is currently worth (which is typical during the first year of ownership). It is extremely rare to trade...

in that soon for a pre-owned vehicle with $0 money down and lower your payment.[redacted]Sands KiaGeneral Sales Manager

Our Service Director, Derek H[redacted], has reached out to Ms. [redacted] to apologize for the lack of communication during her recent visit...

to our service department. Mr. H[redacted] has left 2 voicemail messages with no response yet.
 
 
 
Sincerely,
 
Cherie V[redacted]Sands Motor Company
Office Manager

My apoliogzes for the incorrect response on Ms[redacted]riginal complaint.  Our General Sales Manager, Kyle Von T[redacted] spoke with Ms. [redacted] today. Sands has agreed to issue a check  (#[redacted]) for $110.00 for reimbursement of expenses. This should resolve Ms. [redacted] complaint. If any additional informaton is needed, please contact me at ###-###-####.
 
Sincerely,
 
Cherie V[redacted]
Sands Kia Office Manager

My sincnere apologizes for the confusion on who Mr. O[redacted] actualy spoke with. I have done further research myself and found that we actually did not send in a new contract, we sent in a payment of $2033.93 for cancellation of all products. The check was written on 05/11/2016, sent Fed-ex 05/12/2016, received on 05/13/2016 by a C. W[redacted] at Kia Motor Finance. I have attached a copy of the check that was written and the Fed-ex tracking information. As of this morning the check has not cleared our account. It is out of our control as to how long it will take for Kia Motor Finance to process the payment and show it credited to Mr. O[redacted]'s account. We have asked for it to be placed on a rush, however again that portion is out of our hands. I wouild suggest to allow at least a week, if the payment has not been credited to Mr. O[redacted]'s account (which we would not receive any information to acknowledge this), I can check to see if the check has cleared our account and obtain a copy of the check from our bank. Due to customer confidentiality, we would not be able to request information as to whether the payment has been credited or not, we would only be able to obtain a payoff and see if the check cleared our account. Hopefully, this will resolve Mr. O[redacted]'s concerns. Again, I apologzie for all of the confusion with the purchase of Mr. O[redacted]'s new vehicle. Please let me know if there is anything else that I may be able to assist with.
 
Sincerely,
 
 
Cherie V[redacted]
Sands Imports, LLC
Office Manager

my 19 yr. old Son Bought what he thought was a 2016 Kia rio from Sands kia. He put $1500.00 down, 22% interest and payments of $459.00 a month. I told him this was all way too much, but he was ok with it. He test drove a 2015 demo, and asked about purchasing it? They said he could not get the incentives/rebates so no... When he got home he realized he got a 2015 with 998 miles on it!!! 1.5 weeks later they told him to come back in there were changes to be made to contract. They wanted another $2200 down and to raise his payment. WHAT. they were surprised when we told them he was given a demo 2015 as well. He did not have the extra money, he is 19, so they said they had to take the car back. He went back to Sands kia on 3 occasions( a 25 mile drive) to get his $1500. deposit back always with a reason why they did not have it, finance is closed, its the end of the month and finance is too busy etc. My husband had to finally call the owner at Sands Chevrolet and finally within 30 minutes my son had his deposit waiting for him.. I think the way they handled the entire deal with my son was shady, wrong and a terrible experience for his first time buying!!! be very weary of the sales and finance team here, they will call you afterward and try to redo the contract with you having to come up with more money, higher interest, payment etc!!!!!!! BEWARE

In Ron's response, he attempts to quote me by stating "In his words, 'I do not have a problem with the Service department.'"  That is not accurate.  As I explained the entire situation, including the lack of response or assistance from Sands Kia Sales Managers, he said "So, our service department has fixed the car and the issue isn't with them, correct?"  To which I said "No, the car seems to be repaired at this point."  The issue with the level of customer service from Sands Kia is not resolved.
 

[redacted],

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We have requested to have Ms. [redacted]’s information removed from our system. This process may take 3-4 business days to complete. If calls should continue after this point, please contact me directly so that I can address it immediately. Our apologizes for the inconvenience this has caused Ms. [redacted].

 

Thank you,

 

 

Office Manager

Sands Motor Company, Inc.

Sands Chevrolet, LLC

Sands Imports, LLC  DBA Sands Kia

[redacted], AZ [redacted]

Phone ###-###-####

Fax  ###-###-####

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,