On 2/20, around 7am, I was on USAA.com looking up used cars in my area. I came across a 2014 Chevrolet Spark LS Auto Hatchback (VIN: KL8CB6S97EC561235) priced at $9,893, not counting the additional $300 off I would get as a USAA member. I researched this model; found that it would work fine for what I needed. I then researched Mark Kia, and was worried by the mixed reviews on Face Book, Yelp, and Cars.com; it was either 5 star wonder or 1-star blunder. However, Mark Kia does have a high rating on Cars.com, DealerRater, and Google+. At first my wife & I were going to wait until the coming weekend to go to Mark Kia, we later decided to go that evening. After waking up from sleeping during the day, I work 3rd shift, I printed out my pricing certificate from USAA.com, Bryce Young was listed as the point of contact, and our $25 Target gift card voucher for a test drive, and then my wife & I were on our way.
Along the way to Mark Kia, at 5:29pm, Bryce Young called me on my cell. He had been emailing back and forth with my wife regarding the Chevy Spark and wanted to make sure we had a shared interest in the vehicle and were not two different people. We arrived around 5:50pm, walked in, spoke to Bryce, and took the Chevy Spark for a test drive. Prior to the test drive it was made known to us that the Chevy Spark had not gone through the multi-point inspection by a Mark Kia technician (unsure how many points, but over 100 for sure). During the test drive the airbag light was on and the message center displayed a Code 95, the Code95 being related to the airbag system. After returning to Mark Kia my wife and I briefly discussed purchasing the Chevy Spark, we decided to go for it.
At some point Mike, the dealership manager, came over with the Carfax. The Chevy Spark has a salvage title due to having been stolen off of a dealership lot between the two known owners, though it had not been reported to have been in an accident of any kind. Mike reduced the price of the Chevy Spark to $8,000. After another brief discussion between my wife and me we decided we still wanted this vehicle. Due to the salvage title we were limited to our financing options, Navy Federal and USAA would not finance the Chevy Spark unless the title was changed from a salvage one to a regular one; this would not be possible. With limited options Bryce Young took our information to the finance department and we were approved for $13,000+ (included license, fees, & taxes) at 8.99% for 60 months, with $1,000 down. Our Dodge Caravan is currently financed at 3.4% for 72 months. Papers were signed, hands were shaken, and Bryce told us he would get the Chevy Spark in first thing Monday morning (2/23) to go through the multi-point inspection so that we can take it home.
On Monday (2/23), at 4:53pm, I emailed Bryce to see if my Chevy Spark was ready, no response from Bryce. On Tuesday (2/24), at 8:09am, I responded to an email from Bryce that was sent on 2/23 at 1:57pm. It appeared to be an auto-generated email checking in on me, seeing if there was anything he could do to make sure I was 100% confident in referring him to family and friends. I responded to him, admitting I had missed that email. Later that day (2/24), at 3:59pm, Bryce responded to me saying he had been with customers all day and that the inspection should be done by tomorrow morning (Wednesday, 2/25); I did not view this email until after 4:39pm. On Monday (2/23), at 3:26pm, I had called 480-425-5300 and left a message for Bryce to call me back. At 3:35pm I received a call from that same number, though the call disconnected after 3 seconds. At 4:23pm I called that number once more and left a message on Bryce’s voicemail.
On Wednesday (2/25) morning I boarded a city bus at Thomas rd. & I-17, traveled a total of 90 minutes with 1 transfer, to arrive at Mark Kia just as the sales floor was opening. Bryce was not in yet, but Mike was. Mike sat me down in his office and proceeded to tell me that the Chevy Spark did not have any airbags; apparently when the vehicle was stolen off of a dealership lot the airbags were stripped; this would explain the error 95 code that was observed during the test drive. Mike further stated that “we” (I assume either himself and/or Bryce) had been trying to contact me yesterday (2/24) regarding this. I showed Mike my emails, phone logs, and visual voicemail to show no such contact regarding the airbags. Mike said his general manger would be in later today and would see about installing new airbags at no cost to me. Currently there were no loaners available for me to use to get home, but Mike assure me that as soon as one became available he would have it dropped off at my house, in the meantime a service tech gave me a ride home. At 7:32pm, several hours after I had woken up and no contact from anyone at Mark Kia, I called 480-425-5300, spoke with Bryce, he said he was going to get with Mike and would call me back. At 8:11pm, having not heard back from Bryce, I called 480-425-5300 again and asked for Mike. Mike was in a meeting with Bryce but the gal who answered said that either Mike or Bryce would call me back. At 8:36pm, I received a call from a Jake/Jacob; they could not sell me the Chevy Spark due to the absence of airbags. I requested my down payment back, I was asked if they could help me look for another car, I declined and requested to be refunded my down payment again. I was told it would be refunded, and the refund would be processed in the morning (2/26). At 8:39pm and 8:40pm I had missed two calls from Mark Kia, I was one the phone with my wife, their 3rd call at 8:40pm I was able to answer. They confirmed my CCV code on my card and processed the transaction, at 8:43pm I received a receipt for the refund via email.
On 2/26, at 8:20am, I received a call from the bank that mark Kia used to finance the Chevy Spark under a salvaged title. I informed them that the sale did not go through due to the absence of airbags. On 2/27 the refund finally posted to my account. That same day, my wife and I went to Bill Luke in the evening, purchased a 2013 Chevrolet Sonic with 20k miles, and I was able to drive off with it that night. On 3/2, in the mail I received a card from Mark Kia. Within it was not my $25 Target gift card, but a reloadable Visa card that Mark Kia loads when there is a successful referral.
Where did Mark Kia fail?
• They bought a vehicle at auction, either unaware or ignoring the fact it had a salvaged title
• They put said vehicle up for sale without it going through their multi-point inspection
• They did not print a Carfax until just before the paperwork was being started
• They did not complete the mutli-point inspection for at least four days after the sale
• They said they tried to contact me about the absence of airbags, yet they clearly did not despite having successfully contact me before this
• They took over 11 hours to get back to me that they could not sell me the vehicle due to the absence of airbags
• As of 3/6 I have yet to receive my $25 Target gift card for the test drive
The above have been posted to the following sites:
• Mark Kia’s Facebook page
• Google reviews
I Recommend This Dealer:
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