This is the letter I wrote to Mr, Case...
Dear Mr. Case,
Sometimes it is hard for me to believe that a negative experience can be turned into a positive. I have rarely seen it happen, especially when it comes to customer service, but from the moment that I walked into your Kia dealership and spoke with Robert and Manny, I knew I was going to walk away happy.
My husband and I purchased a vehicle at Kia Carland in February of this year. The dealership is within walking distance to my house so it seemed logical for us to go there. Without going into every detail of the story, we encountered a pushy salesperson who made it seem that we had no choices. My husband was over mileage on his lease, he wanted to stay in an SUV but the salesperson was adamant that he was not able to get the payment he wanted and have an SUV. He pushed us into purchasing a program car, a 2014 Kia Cadenza. Although not exactly what we had wanted, we felt that this was our best choice.
As time went on we realized that we were told lie after lie. Whether it had to do with the original in service date, or the fact that the navigation was updated, these lies all came to light in a very short period of time. We tried to get out of this vehicle. We wrote letters, contacted Kia Corporate, spoke to the plethora of General Managers that rolled in and out to no avail. It seemed that we were stuck with this car and the lies for 6 years of payments.
We were recently in Florida and rented a Kia Sportage while we were there. My husband loved it and we could not understand why we couldn’t have gone into this to begin with. Like I said, we weren’t given choices and were told that we had to take a sedan.
As soon as we got back from Florida I told my husband that we should go to Rick Case Kia in Duluth (which is not around the corner from us since we live in Roswell) and see if maybe another dealership can help us. Mr. Case, there is something you should know. I have worked in the accounting office of dealerships for years. I have worked for the best and the worst. I know what happens behind the scenes and know that dealerships do not make a huge profit on the sales of new cars. I have seen it first-hand. But I do know that as a dealer you can make someone happy or make them feel that they never want to go to your dealership again. I know that surveys mean a lot.
As soon as I walked into your dealership and your General Manager Ivy approached me, I knew things would be good. I have never seen a GM on the floor the way his was. He introduced us to Robert and Manny and I cannot tell you enough the kindness, straightforwardness and sympathetic people they were. We told our story, Rob was shocked that we could be treated the way we were. He couldn’t make promises that he could help but told us that he would do everything in his power to try.
And try he did. He worked so hard and for so many hours to make sure that we were happy with a vehicle and also, happy with a payment. He gave us advice that was so good. He called us and kept us in the loop, I mean he could not do enough to make this wrong into a right. He succeeded. We walked out with a brand new 2017 Kia Sportage for a comfortable payment and big smiles on our faces. That is how you do business sir. You make sure that you have wonderful people working for you who care about customers and not just another notch on the board.
Even Terry, your F&I Manager was just a joy to be around. He asked if we wanted certain additional items, we understood, that is where you all make the money, and we declined but I did not feel pushed or pressured into anything. He was a pleasure to deal with. I have worked with many F&I managers in my career and some are not so pleasant.
Manny, well I cannot say enough how patient and sweet he was. He made everything go so seamless. I have never had someone go over a car with us that way he did. Usually we get a piece of paper with checkmarks on everything meanwhile nothing was explained to us. Manny made sure we knew the ins and outs of the vehicle and was very helpful to us.
Needless to say, when we left your dealership Mr. Case, we were happy. Robert and his team were amazing and I only wish other dealerships were as much of a pleasure to deal with. I can tell you for sure, you have gained a customer for as long as I live in GA. I will recommend your dealership all over social media and by word of mouth (the old fashioned way ha-ha).
I thank you Mr. Case for making me and my husband believe that a negative experience doesn’t have to be the final experience. It was a pleasure.
I Recommend This Dealer:
Robert Baptiste, Manny Thomas
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