My Review Of Citrus Motors Ford and Kia:
I sent the email below and NOTHING:
I’m writing to you in an effort to resolve a horrific experience that I’ve had at your dealership. Below is a summary of the events that took place leading to the problem at hand.
On Friday July 6th, 2012 I contacted your dealership due to an advertisement on Auto Trader for a 2004 Kia Rio. After spending 2 weeks prior searching for a reliable vehicle and driving 2 -3 hours only to discover the vehicles didn’t met the requirements of the Schools First credit union that was financing the vehicle, I was very clear and specific on what questions to ask when I called.
I spoke to a sales rep and explained the following:
This is a cash deal.
I needed to clarify what the warranty covers.
Lastly, I need to verify the dealership was a franchise dealership, due to this being a stipulation of the credit union.
The sales rep was very short and boarder line rude.
Once we established that the car was available the next question was about the warranty. I specifically asked if the clutch was covered. She said I’m sure it is.. I asked if she could put me on hold and check with a manager to make sure. She came back and said YES, it’s a power-train warranty and the clutch is covered!
Her response to my third question which was in regards to the dealership being a franchised dealership was “Yea, I’m sure we are”...I asked if she could check with a manger if she wasn’t positive and she snapped back with well I guess we’d have to be since we a have a bunch of cars sitting out here.” I immediately stopped the conversation and asked if there was a better time to call back because she seemed pressed for time and a bit irriatated. She again snapped back that she’s fine and that she’s getting off soon. I explained that her tone was making me feel as if I was bothering her and due to the previous challenges we just have to be certain there won’t be any challenges so clarity for us is key.
I further explained that I’m sure she has lots of people that are just looking but we are serious buyers and are ready to buy the car out right and close the deal we just need to make sure we don’t drive 2 hours and have ANY issues based on not clarifying these key things.
She snapped back well I already answered your questions so you can do what ever you need to do. Shocked at her lack of customer service, I politely, said it sounds like you’ve had a long day and though I can appreciate that I don’t want to be made to feel as if I’m irritating or bothering you when I’m asking 3 simple questions that I need in order to make a decision. So, I’m going to let you go so that you can end your day.
I value customer service and relationships and felt clearly I needed to take my business else where. I continued my search and 2 days later I received a message from Andrew, her manager advising me that he had heard of the poor service we received and wanted to know what he could do to win our business. I told him I appreciated the call but didn’t want to spend money with a dealership that had so little regard to serving it’s clients. He apologized and said he would do what ever he could to make this right and win our business. I decided to give him and Citrus another shot.
I re-explained the situation that this is a cash deal and that I would be using a bank check. I pulled up the add and verified everything the ad stated: car is a 4cyl, 70K miles, power everything and has a power-train warranty. I then told Andrew that based on him confirming all of those facts we would have a deal with one stipulation. I stated that I know sales people work on commission and I would only be willing to make this deal if the commission didn’t go to the original sales rep that we spoke with. He assured me, and we left within 30 minutes and drove from Oceanside to Ontario.
Once we got there Andrew met us and went over the paperwork and verified ONCE more exactly what was covered. I then explained that I coach 3 different sports and have 4 children all avid athletes and this is why having a reliable vehicle is so important. I went on to explain that I drive a lot and would put more miles on the car than the average person so having the warranty is truly what made this vehicle worth our drive. Andrew began explaining that Kia’s warranty is what makes them so popular and that I could feel safe knowing I was covered. He went on to run down the list of all the things that are done to make the car a certified vehicle.
After the paperwork was signed and the car was brought around I noticed that the car in front of me didn’t have “power-everything” as it was listed on the auto-trader. Andrew apologized after looking for himself and realizing that the car clearly didn’t have power ANYTHING. After driving so far and going through so much I didn’t want to make this a deal breaker. I felt I could live with out power.
On July 10th, 2013 I looked at the car in the sunlight and could tell that spray paint had been used on the rear end and over sprayed hitting the license plate. I could also see several areas where touch up paint had been poorly applied by hand. (I felt a little disappointed but again felt like this was something I could live with..as my major concern was having a safe, economical vehicle that was covered if there were any major issues.)
On July 23rd, 2013 I came home on lunch and was stranded the car wouldn’t start. I had to purchased a battery. I called Andrew and advised him that I was shocked that less than 30 days the battery on this car would need to be replaced on a “certified vehicle” that was suppose to be thoroughly checked. He told me he would check with a manager and get me reimbursed for the battery and asked me send him the receipt.
On August 28th, 2013 I contacted Andrew advising that we never received the reimbursement check for the battery. I resent him the receipt and address for the check.
On August 29th, 2013 I contacted him again hoping for a update or reply. - NO RESPONSE!
On Sept 4th, 2013 I contacted him via phone asking if this was resolved and texted him. I resent him the receipt and address for the check, once more!
On Sept 9th, 2013 I contacted him via phone and texted him asking if this was resolved and he asked for the mailing info and receipt once more.
On Sept 10th, 2013 I contacted him via phone asking if this was resolved and texted him. He stated he needed the receipt again. I resent it.
On Sept 24th, 2013 I contacted him via phone asking if this was resolved and texted him. He stated he needed the receipt again. I resent it.
After several more phone calls he finally called back stating that the finance department was mailing a check but needed my address before they could do so. I was very frustrated as this information was texted to him several times. After providing the info to the the finance department via phone I was told it would take about 30 days.
On October 2nd - 2013 I noticed the speedometer dropped to zero on the fwy and stayed there for a few minutes then went back up to 65. I thought it was a bit of a fluke until it happen a few more times over the next few weeks.
On November 2nd, 2013 I got in the car to drive to work and it wouldn’t go into gear. Here I was stranded yet again, I ended up having to get a ride.
On November 6th, 2013 - I contacted Caesar in the Citrus Motors service department. He advised me that the system shows that there isn’t an extended warranty on the car, since I’m the second owner the warranty voids at 60K miles.
*This doesn’t make any sense due to the fact the care was purchased at 70K miles.
November 8th, 2013 I contacted John the sales manager and gave him the short version of this situation. He said he would look into it and call me right back. I waited for an hour and 1/2 and then followed up with him, leaving a message. NO REPLY
November 9th, 2013 I contacted John again, leaving him a message. NO REPLY.
November 11th, 2013 I contacted John again, leaving him a message and then asked called back and was told him was in a meeting. I waited an hour and called back and asked for him I was then hung up on.
November 11th, 2013 I contacted Andrew and told him that it appears as if the clutch had gone out and that Caesar was now telling me the car isn’t under warranty. He quickly rushed me off the phone and said he would have to look into it and call me back.
When he called me back he said, he doesn’t show that we had a warranty at all. ( I reminded him that that was the only reason we drove from Oceanside to buy this car.) He never recommended that we bring the car in, nor did he ask for us describe the mechanical issue. He simply said even if you had a warranty the clutch wouldn’t be covered....I don’t know what else to tell you.
Completely, discussed, frustrated and disappointed we decided to contact a mobile mechanic as today is now Monday and tomorrow is the start of another work week that will leave me without a vehicle yet again.
After the mechanic asked several questions he had me start the car, looked under the hood, looked at the clutch petal he said he was very concerned.
His assessment was:
1. There may be problems with the clutch cable and bearings.
The transmission due to the speedometer malfunction.
*The starter he said, is going out for sure, as it failed to start 2 out of the 3 times I tried.
He suggested that Citrus Motors look at the car and wasn’t comfortable working on the car. He stated there clearly are several issues going on with this car, from;
The sound he heard when we tried to start it
The speedometer issue.
The fact that it won’t go into first gear
The play in the clutch petal.
It is my hope that contacting the Owners of Citrus Motors will result in a resolution and hopefully shed some light on the poor service standards that have out shined the blood, sweat and tears that must have gone into building your dealership.
I appreciate your immediate attention and look forward to restored faith in old fashion customer service.
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