Ann Henson | Page 2

2020 KIA SOUL Shawn Cooley was the salesman that I worked with and he was GREAT. I would recommend him to other people I know lookin g for a new car. Shawn Cooley was the salesman that I worked with and he was GREAT. I would recommend him to other people I know lookin g for a new car. More

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Poor customer service The lack of follow-through with the outstanding "we owe" on my newly purchased vehicle (5/2018) has completely changed my perspective of this dealersh The lack of follow-through with the outstanding "we owe" on my newly purchased vehicle (5/2018) has completely changed my perspective of this dealership. I have experienced difficulty in all areas of service. I was told on 3 different occasions that I was only able to get the spare key for my vehicle on Tuesdays from 10am through 2pm. When we drove off of the dealership, we were missing a spare key, floor mats, inner console organizing units, and there were 4 star cracks on the windshield. All of which were emphatically promised to be remedied by out dealer Mark. The floor mats given to us were not customized and we were expected to cut them ourselves. The windshield stars remains untouched after several attempts to schedule an appointment. When I took off work to go get the key made, I was told that the maintenance department has "filled in" the stars and the windshield would look as if it has cracks, but " it would be fine". Since then, one of the stars has begun to spread. So much for filling it in. Furthermore, I took the vehicle in for routine maintenance, IE the free oil change with the family plan. The initial price quote was around $170. When I asked why the "free" oil change would be so costly, tire rotation, tire balance, and fuel line cleaning had been added to the cost. I asked if any of the so-called routine maintenance could be held off, the service agent was visibly annoyed and he took off the unnecessary fuel line charge. After the services were rendered, my vehicle sat in the front of the service department for 30 minutes with no sign of the technician to update me on the status. Finally, I inquired about the status of my car and was told that it was indeed ready. The technician was annoyed that I apparently could not wait for the individual that had assisted me initially, but he kindly and slowly checked me out. When returning to my home, I noticed that a $9.95 miscellaneous fee had also been added to the invoice. It is unclear what this fee is and no employee was available to provide additional explanation for the charge. I was told that due to an error in the sales contract on the part of the finance manager delaying the registration for the vehicle, driving the vehicle with fictitious tags was "no big deal". When the dealership was informed that the vehicle I had traded in had been sold and registered to a new owner, but the vehicle that we had purchased was still registered to the previous owner, I was asked how I knew that? Instead of trying to get to the bottom of the error, I was blamed for the blunder and made to feel as if my concerns were ridiculous and unfounded. Unfortunately, I am well versed with local, state, and federal law and directly affiliated with state and federal enforcement and was all too aware that driving a vehicle registered to someone else falls under driving with fictitious tags and is punishable as per NC General Statutes § 20-111. Violation of registration provisions, which is generally a class 2 misdemeanor. The finance manager seemed more annoyed that I was able to verify that we had not been registered as the owner of the vehicle almost two months later. The past 3 months dealing with this dealership have consisted of aggravation, undue charges, and broken promises. My next steps include prompting the dealership to purchase the vehicle back or taking my business elsewhere for trade-in. I have never been treated with such inconsideration by individuals in the customer service industry. This dealership has gone above and beyond to make certain I understand that my questions are unwanted, unwarranted, and are currently unanswered regarding the outstanding "we owe" and standard customer service practices. More

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