Situation Update**
This is the General Manager's response:
Good afternoon. I understand your spoke with Kirk Preiss the store manager last night in regards to your incoming pre-held Telluride. It has been brought to my attention that the vehicle identification # to the Telluride we had coming in assigned to you has been re-routed to DCH Temecula. This is completely out of our control. I apologize for any inconvenience this has caused. With that said Kia Motor America has re-routed a different vehicle that we have assigned to you. # 5XYP64HC3LG075678. I understand you are very upset but unfortunately there is nothing we can do. For the inconvenience we can offer you a loaner vehicle at no additional charge for you to drive while your vehicle is in transit. This vehicle is slated to arrive in 3 weeks (2 weeks after the previous vehicle).
Again we apologize for any inconvenience. If you would like to make a formal complaint please call 866-331-5632
Here is my response:
Danielle,
This is a disappointing response to say the least. My message was not about being upset about a car but about the complete incompetence on the part of your dealership. I am attaching the back and forth between myself and your salesperson Troy.
Here are some highlights:
While buying the car I was told multiple times that the
VIN already existed and the car was already built,
it would be here no later than January 30th but could very easily come sooner than that. I was told there was a huge price increase coming in 2020 (it was less than $300), so I needed to order now. I was allowed to test drive a vehicle without having a license on my persons. I told him my license was in my car and he said it didn't matter...check the records, my license is not anywhere and was never seen or checked. I should have known then the caliber of dealership I was dealing with.
Bought a car on the 28th and asked what color interior was...
no response ever.
Texted on January 15th, was told I would be gotten back to immediately,
was not texted back until 24 hours later. Also was told it would be in no later by Monday (January 20th). Asked for clarification if that was correct...
was never respond to.
Was texted January 18th if I wanted to come in and make a deal.
Clearly has no idea who I am, complete ineptitude. When I then asked if my car was still coming Monday he said, this upcoming Monday (January 20th..again)..in fairness he said it wasn't 100%
Texted him on January 27th and asked for an update would told I would be contacted the next day.
Was never contacted and had to reach out. Given no information, expressed how unhappy I was and was told I would be contacted by a manager.
Never contacted by a manager, never given an update, and was told all orders have been delayed.
1/28 I then went on a forum to talk to a different dealer to find out what was actually happening to my car. I found out it was being shipped to Temecula and called in immediately. I was told by Kirk Preiss he would call me no later than noon.
By one o'clock he still had not called and I had to call him. He then basically told me oh well the car is gone, and said at one point 'it is just a car'. Mind you I have been calm and civil at all times to your employees.
The only reason this was even brought to my attention is because I found the information from another dealer! Your salesperson was asked for information yesterday (that was clearly available!) and said nothing. He either A. knew the car was being shipped somewhere else and did not tell me...or B. Never checked! I can't say for certain which one is more absurd. I have to imagine you guys, who have the same version of the Telluride I want coming in march, would have just kept dangling me on the line until March and just switched VINs and hope I didn't notice. How unethical is this? Then I get an email from you saying basically I know you're upset here is a fleet vehicle for 3 weeks? How much time, effort, and frustration have I had to endure over your dealership's complete incompetence?? That is how you make it right?
Unfortunately I do not have a lot of power as a consumer, I will be sharing all of this information on every review site and the BBB. I will share it everywhere and anywhere to hopefully hurt your business, even if it is only slightly. You do not deserve anyone's business with practices such as the ones I have outlined in great detail. I have cancelled my order with you guys and have no interest in giving you one dollar of my money. The least you can do is cut me a check for the down payment I placed so I do not have to go through the credit card company to have them do it. I am sure you will protect your own and no one will have any consequences dulled out, I am disappointed in myself for believing that the people there were honest and cared about their customers.
Thank you,
.
