Worse case scenario has happened

[Edirullet]

Yeah, then why are they still assigning several window stickers to cars with it today...right?

Yep, when I go in to get my deposit back, I'll show it to his face.

 

[Lucas & Craig]

Okay so I'm still heated as I just received the news within the last hour and needed all you people to help me sort this out. Here's my story:

I ordered my Telluride back in December 19, 2019 with one of my local dealership. White exterior with butterscotch interior. SX non- prestige with tow package, illuminated scoff plates, and rear applique. Put $500 down and walked out with a copy of the build and order number.

Received an update from the dealership about a month ago that my Telluride would be arriving toward the end of March.

Fast forward to today and the sales guy called me in an excited state saying that my Telluride had arrived this morning. While still talki g with excited exuberance, he says there has been a change to my interior. I snap out of my own excitement and tells him to back up the conversation.

He tells me that Kia has discontinued the butterscotch interior and instead gave me espresso, which I find it ugly (brown everywhere).

I asked him why he didn't call me when they found out butterscotch was discontinued. He didn't have an answer. I was steaming red and couldn't stand one more second with that inept sales guy.

After calming down, I decided to do my own little investigation as I did not believe that Kia just suddenly discontinued butterscotch. I went to Kia's website and did my Telluride build and lo and behold, there's my butterscotch interior with exactly the same build as I did with the dealership.

I called Kia and spoke with consumer affair and opened a case file. The nice lady told me as far as she knows, the butterscotch was not discontinued and she also did the same build while I was on the phone with her. The nice lady told me she would be calling the dealership to find out what actually happened.

This was supposed to be a surprise for my wife's birthday, which was next week. I planned it out so it would be delivered as close as possible to her birthday. So now I'll have to wait another 3 to 4 months because someone couldn't figure out how to put in an order. What's worse was that the sales guy lied about the whole thing and tried pawing it off on Kia.

I go get my $500 back and never going back to that dealership.

Getting heated again just thinking about it.

This happens everyday. They want to sell what KIA sends them. #Lies

 

[SC300ES]

Okay so I'm still heated as I just received the news within the last hour and needed all you people to help me sort this out. Here's my story:

I ordered my Telluride back in December 19, 2019 with one of my local dealership. White exterior with butterscotch interior. SX non- prestige with tow package, illuminated scoff plates, and rear applique. Put $500 down and walked out with a copy of the build and order number.

Received an update from the dealership about a month ago that my Telluride would be arriving toward the end of March.

Fast forward to today and the sales guy called me in an excited state saying that my Telluride had arrived this morning. While still talki g with excited exuberance, he says there has been a change to my interior. I snap out of my own excitement and tells him to back up the conversation.

He tells me that Kia has discontinued the butterscotch interior and instead gave me espresso, which I find it ugly (brown everywhere).

I asked him why he didn't call me when they found out butterscotch was discontinued. He didn't have an answer. I was steaming red and couldn't stand one more second with that inept sales guy.

After calming down, I decided to do my own little investigation as I did not believe that Kia just suddenly discontinued butterscotch. I went to Kia's website and did my Telluride build and lo and behold, there's my butterscotch interior with exactly the same build as I did with the dealership.

I called Kia and spoke with consumer affair and opened a case file. The nice lady told me as far as she knows, the butterscotch was not discontinued and she also did the same build while I was on the phone with her. The nice lady told me she would be calling the dealership to find out what actually happened.

This was supposed to be a surprise for my wife's birthday, which was next week. I planned it out so it would be delivered as close as possible to her birthday. So now I'll have to wait another 3 to 4 months because someone couldn't figure out how to put in an order. What's worse was that the sales guy lied about the whole thing and tried pawing it off on Kia.

I go get my $500 back and never going back to that dealership.

Getting heated again just thinking about it.

Sorry to hear about your misfortune but is this the color you want or what you think your wife does?

 

[emj123]

Wow, that's the WORST case scenario?

______________________________

 

[Edirullet]

This happens everyday. They want to sell what KIA sends them. #Lies

Wow, that's the WORST case scenario?

Yes, pertaining to the order of my car. Obviously not in life but the delivery of my car that I ordered 3 months ago and was meant as a birthday surprise for my wife. Don't patronize me if you don't have anything worth mentioning. This is a car forum is it not?

 

[PaulD]

This is far from unheard of. In fact it happened with my wife's current car, which is a 2008 Highlander. We ordered it and at the time, they were made in Japan. Now, I've worked in software development my whole adult life and originally worked at a company doing large systems for manufacturing. I know how this stuff works. Anyway, we placed an order with a specific set of options which were a valid config per Toyota. The dealer said it would take 6mo to arrive which made sense given they were made in Japan.

About 12 weeks later, I get a call from the excited salesman that the car is in. My immediate reply was "how did they get it built and shipped from Japan in half the time? Are you sure it's mine?". Him "yes, definitely sure but there one additional option, it has a sunroof that you'll have to pay for".

BZZZZZZZZZT

Lots of arguing ensued, calls from manager, etc. I ended up getting the car with the sunroof for the original negotiated price. It also wasn't my car but the config became one the standard builds dealers were getting.

In your case, I'd tell him I'd take it at a discount but I don't blame you if you tell him to FO.

 

[Edirullet]

This is far from unheard of. In fact it happened with my wife's current car, which is a 2008 Highlander. We ordered it and at the time, they were made in Japan. Now, I've worked in software development my whole adult life and originally worked at a company doing large systems for manufacturing. I know how this stuff works. Anyway, we placed an order with a specific set of options which were a valid config per Toyota. The dealer said it would take 6mo to arrive which made sense given they were made in Japan.

About 12 weeks later, I get a call from the excited salesman that the car is in. My immediate reply was "how did they get it built and shipped from Japan in half the time? Are you sure it's mine?". Him "yes, definitely sure but there one additional option, it has a sunroof that you'll have to pay for".

BZZZZZZZZZT

Lots of arguing ensued, calls from manager, etc. I ended up getting the car with the sunroof for the original negotiated price. It also wasn't my car but the config became one the standard builds dealers were getting.

In your case, I'd tell him I'd take it at a discount but I don't blame you if you tell him to FO.

Yep I would have taken the route of negotiating for a heavy discount if the color wasn't Espresso. I plan on going in tomorrow to get my refund and ask them to show me the paper trail of my order from start to finish. Regardless, I already placed an order for the EXACT same build with a different dealership this morning. I'm thinking of doing the same with another dealership just in case this happens again.

 

[kapl1mac]

Yep I would have taken the route of negotiating for a heavy discount if the color wasn't Espresso. I plan on going in tomorrow to get my refund and ask them to show me the paper trail of my order from start to finish. Regardless, I already placed an order for the EXACT same build with a different dealership this morning. I'm thinking of doing the same with another dealership just in case this happens again.

Dealer members of this forum can give you peace of mind regarding your new order so that you don't add a duplicate order to an already bogged down system. Make sure you get a print out or screen shot of your submitted new order in Kdealer. Block out your personal info and post here for one of them to review the codes. They can confirm your order is correct. @StephenCantrelle just did this for another member.

______________________________

 

[Edirullet]

Dealer members of this forum can give you peace of mind regarding your new order so that you don't add a duplicate order to an already bogged down system. Make sure you get a print out or screen shot of your submitted new order in Kdealer. Block out your personal info and post here for one of them to review the codes. They can confirm your order is correct. @StephenCantrelle just did this for another member.

Thx for the advice. I will do that

 

[jeffo65]

I have been told by a KIA dealer that they really do not put "orders" in for cars. That are turning in "want" sheets that may or may not be delivered to said dealer. It is possible that the car offered you had everything you asked for, minus the interior color, and the dealer figured you would jump on it as you have been waiting awhile for it to come in.

 

[Edirullet]

I have been told by a KIA dealer that they really do not put "orders" in for cars. That are turning in "want" sheets that may or may not be delivered to said dealer. It is possible that the car offered you had everything you asked for, minus the interior color, and the dealer figured you would jump on it as you have been waiting awhile for it to come in.

If that's the case then Kia should be ashamed of their misleading practices. If it's not Kia and only a handful of bad dealerships then Kia should at least provide some best practices policies. It's a good way to lose customers.

 

[PaulD]

I have been told by a KIA dealer that they really do not put "orders" in for cars. That are turning in "want" sheets that may or may not be delivered to said dealer. It is possible that the car offered you had everything you asked for, minus the interior color, and the dealer figured you would jump on it as you have been waiting awhile for it to come in.

From what I can observe, different manufacturers handle this different ways, and maybe differently by model.

For the German luxury brands, when you order a car, it has your name on it from the time the order is accepted until it's delivered. Some even let you track it through the build process. At the opposite end of the spectrum is a company like Subaru. Subaru has a set of configuration/builds and that's it. You pick from one of those. VW in the US is largely like this though some models can be special ordered (like the Golf R).

Toyota is somewhere in the middle. They divide the country into 6 regional distributorships and those order a certain mix of builds from the factory, largely suited to the region. You generally won't find AWD versions with heated seats in FL and won't find FWD SUVs in New England. They pay some lip service to ordering but the process is vague at best.

When I ordered the Telluride, I specifically asked three dealers and they all gave the same answer. The ordering model is like those German luxury brands. The specific car has your name on it as it goes through the process. It's quite possible all three were FoS, but they all gave the exact same answer.

______________________________

 

[Edirullet]

From what I can observe, different manufacturers handle this different ways, and maybe differently by model.

For the German luxury brands, when you order a car, it has your name on it from the time the order is accepted until it's delivered. Some even let you track it through the build process. At the opposite end of the spectrum is a company like Subaru. Subaru has a set of configuration/builds and that's it. You pick from one of those. VW in the US is largely like this though some models can be special ordered (like the Golf R).

Toyota is somewhere in the middle. They divide the country into 6 regional distributorships and those order a certain mix of builds from the factory, largely suited to the region. You generally won't find AWD versions with heated seats in FL and won't find FWD SUVs in New England. They pay some lip service to ordering but the process is vague at best.

When I ordered the Telluride, I specifically asked three dealers and they all gave the same answer. The ordering model is like those German luxury brands. The specific car has your name on it as it goes through the process. It's quite possible all three were FoS, but they all gave the exact same answer.

Yes, I was told that to by this pathetic excuse of a dealership and one other. I have also seen members on this forum talking about tracking their Vin when it's created to the delivery date. I can't believe I waited three months and have nothing to show for it.

 

[jmoore2718]

I can tell you this, I had a customer call me today about the same thing happening to them! So I went to the builder for the dealership, different than what the public sees, and I can confirm that there is NOT an option for the butterscotch interior. I do believe that this is a temporary issue. Also, the reason why your salesperson didn't call is because we typically don't know if anything has changed until they get here, as black interior and butterscotch use the same code(sometimes even the brown) Sorry for the frustration but it does happen sometimes!

 

[StephenCantrelle]

I can tell you this, I had a customer call me today about the same thing happening to them! So I went to the builder for the dealership, different than what the public sees, and I can confirm that there is NOT an option for the butterscotch interior. I do believe that this is a temporary issue. Also, the reason why your salesperson didn't call is because we typically don't know if anything has changed until they get here, as black interior and butterscotch use the same code(sometimes even the brown) Sorry for the frustration but it does happen sometimes!

Butterscotch is still available it is option group 12 on the SX trim. or option group 17 with Tow Package. Still showing available to order

 

[StephenCantrelle]

Yes, I was told that to by this pathetic excuse of a dealership and one other. I have also seen members on this forum talking about tracking their Vin when it's created to the delivery date. I can't believe I waited three months and have nothing to show for it.

Yes when ordering once the order gets filled your name is attached to the vin number in our internal system. Kia has not stopped butterscotch. they probably entered your order wrong when placing or they are trying to sell you a different color combo to sell something quickly. If you have your order sheet post it here and I can check if they ordered correctly

______________________________

 

[StephenCantrelle]

I have been told by a KIA dealer that they really do not put "orders" in for cars. That are turning in "want" sheets that may or may not be delivered to said dealer. It is possible that the car offered you had everything you asked for, minus the interior color, and the dealer figured you would jump on it as you have been waiting awhile for it to come in.

When the Telluride first came out and was only being put into Kdealer is when Kia would "fill" order units with like color combo trims.

That all went away when they rolled out KFOS.

your order is 100% a custom order built to your exact specs and accessories. Wait times differ due to store location, allocation and how many people have orders infront of you

 

[emj123]

Yes, pertaining to the order of my car. Obviously not in life but the delivery of my car that I ordered 3 months ago and was meant as a birthday surprise for my wife. Don't patronize me if you don't have anything worth mentioning. This is a car forum is it not?

LOL

 

[Tim Cap]

Call Muncie. Even if you don't want to order another, I guarantee you'll at least get an honest answer.

 

[Edirullet]

Yes when ordering once the order gets filled your name is attached to the vin number in our internal system. Kia has not stopped butterscotch. they probably entered your order wrong when placing or they are trying to sell you a different color combo to sell something quickly. If you have your order sheet post it here and I can check if they ordered correctly

Here is all the paperwork that was given to me along with a copy of my $500 receipt. I asked Marcus (sales guy) if there was anything more and he said no. Mid way through I called for a Vin and he also said nothing was in the chute yet.