Burlington KIA

Burlington KIA responded

We do appreciate when we receive honest feedback on review sites like DealerRater, Yelp and via our social media accounts on Facebook and Twitter. We value each of our customers and strive to give them outstanding customer service. Kia customers have plenty of options and dealerships to purchase their new or used Kia, and we thank them for choosing us. We sell hundreds of Kia’s each month, many to returning customers, and we take pride in establishing a relationship with them to meet their automotive goals. While our goal is to exceed each of our customers expectations, sometimes we do fall short. A customers perception is their reality and if we do fall short , we take it personally. In the situation involving “Snookie”, the customer had agreed to the additional charges for the wheel locks and the extra key. Those charges were not hidden in any way and were itemized on the guest sheet and contract signed by the customer. When the customer returned to dealership, and was given the invoice for those accessories, she chose to conduct herself in a fashion that required our General Manager Marcus DeAngelis to ask her to leave the dealership. Continuing to scream foul language on our show room floor with small children present is not how we do business. To defuse the situation we gave the customer the accessories at no charge. Burlington Kia uses the reviews that customers submit as a barometer of customer satisfaction, but it certainly doesn’t paint a complete picture of our dealership. Since 2002, Burlington Kia has helped thousands of Kia owners with the purchase and service of their vehicles and we hope to continue that tradition for many more years.

snookey responded

The response from Burlington Kia is a total lie. I never use foul language unless they believe despicable, unethical and dishonest are foul language. It also contradicts their response to the Better Business Bureau by the Vice President, Gus, which agreed that the accessories are stated in the WE OWE Statement and they would provide an additional remote. Here is the email from the VP to the Better Business Bureau three days before the "foul language" response: BBB Processing 07/20/2010 web BBB Case Received by BBB 07/21/2010 nanc BBB Case Reviewed by BBB - Member 07/21/2010 Otto EMAIL Send Acknowledgement to Consumer 07/21/2010 Otto MAIL Notify Business of Dispute - Member 07/26/2010 WEB BBB RECEIVE BUSINESS RESPONSE : Contact Name and Title: Gus Staino, VP Contact Phone: 6093860084 Contact Email: gstaino@burlingtonvw.com Burlington Kia owes Shirley a keyless remote for her Kia Soul. It is clearly stated on the ''WE OWE'' slip which she and our F&I Manager both signed. I am very sorry to hear about the verbal confrontation which took place in our Kia Showroom. Shirley purchased a new car and it should be delivered whole and complete. Our Parts Manager informs me that the remote for the Soul is on order and not in our possession. When we receive the remote Eric Sanderson will call Ms. Anthony. At that time she can make an appointment to come to our service department to have it programmed. If she would rather not come to our service department, we will ship the remote to her and she can get it programmed at her local dealer. Burlington Kia will reimburse her for any related fee. I hope our business relationship will grow beyond this bump in the road. We have very hard working and well meaning employees. On occasion, passions run amuck. 07/27/2010 nanc EMAIL Forward Business response to Consumer 07/28/2010 WEB BBB DISPUTE RESOLVED- WITH LETTER : (The consumer indicated he/she ACCEPTED the response from the business.)