Purchased vehicle on 5-28-2021. They offered their “protection package” that they told me they would install and would take a day or so, but that they couldn’t do it that day or (a Friday) and that their service department was off until Tuesday, June 1 (earliest they could do it). Explained we lived 2.5 hrs away and so didn’t see how that would work. They offered to come and pick up the car and leave me a loaner and bring it back. I agreed and said we actually were due to be out of town and they could pick it up before we left and not have to leave me a loaner. They agreed to this. After driving the car home I realized that many of the advertised features did not work properly, told them about it and said I was unhappy and wanted to return the vehicle (June 4). My sales person Nate told me that the vehicle could be returned and asked me to talk to his sales manager Jim. Jim said they could do that but asked if I would give them a chance to fix the issues (windshield wiper, passenger talk, Rear Entertainment System not mirroring with IOS as advertised) and if I still was unhappy they would “unwind the deal”. They picked the vehicle up on June 7. I told them I needed the vehicle back no later than June 28. On June 22 I messaged Nate (sales person) and reminded him I needed vehicle back no later than June 28 and was told that would be set up. On June 24 I got a phone call from Kia corporate and was very confused and messaged Nate, he wasn’t sure what was going on and would check. On June 25 Nate informed me that they were waiting on a part for my vehicle that they had just ordered a few days before. I asked why they had left my vehicle sitting for close to 3 weeks with no work done on it and said I would need a loaner if they were keeping it. On June 28th I expressed my frustration that I didn’t have my car, didn’t have a loaner and they had no clue when I would get it back. Nate stated that “Jim said we could unwind the deal”. I said I wanted to speak to the GM, was told “Chuck” would call me. Chuck called and promised to fix everything and admitted that they had “dropped the ball” and apologized profusely and asked for an opportunity to make it right. He assured me that at that time the windshield wiper issue had been fixed and they were only working on the passenger talk issue, and that the Rear Entertainment System issue was not something they could fix. He asked me to work with the head of his service department Tony Loser. I agreed and they brought me a loaner car on or about June 30. On or about July 5 Tony contacted me and said they still didn’t know how much longer it would take and they wanted to get the loaner back and get me a rental van. On or about July 6th they came to pick up loaner and drop off rental SUV from Hertz, Hertz called and said they needed my credit card number for a deposit but assured me Edwards Kia was paying for the rental and the deposit would be returned to me. On July 8 Tony contacted me and said my vehicle was fixed and that they would arrange for it to be returned to me. It was returned to me the morning of July 9 (over a month from date they first took it). The Vehicle was returned disgusting inside and out, the windshield wipers weren’t fixed, the Rear Entertainment system was somehow worse. I expressed my frustration and was told by Tony that he would check with the Technician and get back to me Monday (July 12). I told Chuck same and said I wanted to unwind the deal on Saturday, July 10, and he ignored me. Monday, July 12, I discovered that Hertz had billed me for the entire rental, plus the deposit, $179.82, and contacted Chuck, Tony and Nate. On or about Tursday, July 13, Chuck verbally promised to fix it and thanked me for my patience and understanding. He offered to send me a check for my first car payment and said Tony would figure out how to get the technical issues fixed ASAP and that they would also pay for the vehicle to be detailed. I saw a pending credit from Hertz for the two charges at that time. On Wednesday, July 14, Tony told me that I should contact Oakes Kia in Kansas City and that he had already discussed with them. On Thursday, July 15, I checked my bank account and the pending credits were gone and the charges against me had gone through. I contacted Tony and Chuck again and said I was done, that I had given them every chance to fix it and this was the straw that broke the camels back. I was not responded to. On Friday, July 16 I called Chuck and said I wanted the deal unwound as I had been promised on multiple occasions if I remained unhappy and at this point and for the first time Chuck told me he would not unwind the deal. I told him I had relied on their promises or I would have unwound at the beginning, he said again reiterated that he would not unwind the deal because it had already been titled. I said titles can transfer and he said he wouldn’t do it because the car would then be used. I told him that he was engaged in unfair and deceptive trade practices. The title to the vehicle was issued on
June 11, 2021 and I was told after this date that I could unwind the deal.
Also came to find out that while they had my vehicle for over a month they used it to make sales videos, probably used as a demo too which explains why it came back disgusting on the inside.