Greenway Kia of Franklin

This past Saturday 12/05/2020 my wife and I purchased our first KIA vehicle (2019 KIA Sorrento) from the above referenced location. We were pre-qualified through Capital One to purchase this vehicle prior to first KIA vehicle (2019 KIA Sorrento) from the above referenced location. We were pre-qualified through Capital One to purchase this vehicle prior to us visiting the location. Initially everything was fine, then when it came time to talk about the purchase the conversation took a turn. The advertised on-line price for the vehicle was 18,496. I assumed beforehand this amount would increase slightly to cover the Tax, Tag & Title cost. But this was not the case. Management increased the advertised price not only to cover the tax, tags and title cost but also some additional cost he described as a RECON charge. His explanation for this was where the vehicle had new tires installed and the entire vehicle was gone over to insure all features worked properly and as designed. “Should this not have been included in the advertised on-line price for this vehicle”??? The monthly payment amount ($388.00) term duration (60 months) that Capital One had us show the dealership was based on the advertised amount that we were pre-qualified for. Though I did not agree with the additional drummed up RECON charge, I negotiated with the dealer because my wife really liked and wanted the vehicle. So, we agreed on $404.00 monthly for 60 months. Here is where things really begin to sour with this dealership. We left the dealership and headed home after being there for approximately 5-hours due the dealerships inadequate staffing. We noticed that a lights on the A/C, Heater Controls would not turn off completely. When we arrived home, approximately an hour and half after leaving the dealership I contacted my sales person (Mr. Marcus) and he went to another vehicle that was at the dealership, face-timed me on my mobile device so he could understand exactly what I was talking about. After a few minutes Mr. Marcus said the controls did shut off when pressed on the vehicle he was in and that ours should operate the same. Mr. Marcus stated that he would get with management and call me back, which he did. He advised that the dealership would bring me a loaner vehicle and pick up the vehicle and deliver to their service department so the car could be completely gone through to check all features. Mmmmmm……Is this not what I had already been charged for when purchasing the vehicle “RECON” charge. Lie #1 – Mr. Marcus stated that it may be a couple of days before they brought the loaner vehicle due to they had dealer tags ordered that had to be placed on the loaner before it was brought. The following day Mr. Marcus contacted me and stated that his management is now saying I would have to bring the vehicle back in and they were not going to bring me a loaner vehicle. The following day 12/06 after purchasing the vehicle I retrieved the information packet from the vehicle that was given to me at the dealership and noticed all that was in it was the title transfer information, no copy of my purchase contract. I again contacted my salesman Mr. Marcus. Lie-#2 – Mr. Marcus advised that he would get a copy and hand deliver it to me the following day, 12/07/2020. On this day he contacted me and said management told him that he would not be allowed to bring it to me, that I would have to personally come to the dealership to get it. Summary: *The advertised on-line price for a vehicle from this or any dealership should be what a customer should be expecting to pay. This cost and finance approval is what I fit into my budget prior to visiting the dealership. It is now day #5 since we purchased this vehicle. * Still have not been supplied with a copy of my purchase contract. This was negligence on their part so I feel I should not have to take time off from work to go by and get the paperwork. They should deliver it to me. “TN state law, I should have been supplied with a copy the day of purchase”. Given the continued refusal to provide me this documentation, are they attempting to alter the contract by some means!!! *The inoperable heater control lighting still hasn’t been corrected. “After reviewing KIA’ mission & Vision statement, I do not feel our treatment from this dealership performs day-to-day operations and is in-line with KIA’ values. Also, I have filed a formal complaint through KIA about the negative experience my wife and I are currently enduring”. More

UPDATE: I called the Nissan dealership that has our car and told them to start repairs because Greenway Kia of Franklin has yet to return my call and follow through. He told me that he called them too an and told them to start repairs because Greenway Kia of Franklin has yet to return my call and follow through. He told me that he called them too and was promised a call back and didn't get one! Now, a dealer that goes out of their way to call another dealer in order to help a customer...THAT is great customer service!! Take note Kia!! Also, if this doesn't tell you that Nissan believes the other dealership masked a problem I don't know what does. Do not do business with this dealership! They mask problems and then lie when they tell you they will be handled. We purchased a used vehicle and on the 3rd drive noticed a strong exhaust fume coming in the cabin. It took the 3rd drive because it was the 1st time we'd needed to run the heat and had the windows closed. It was nauseating, nose burning, & causing us headaches. I immediately drove it to the nearest Nissan dealership. Bottom line, there is a valve that needs replaced and Nissan says it is obvious someone tried to clean up the mess so you couldn't see the problem. However, that obviously didn't fix the problem and just hid it. Nissan also said the engine filter was dirty & needed replaced. We were told, and they claim on their website in the vehicle description, that the vehicle had a 165 point inspection and had just had a fresh oil change and maintenance. Apparently none of that was done and instead they masked a problem. I immediately contacted them after getting the info from Nissan that Tuesday. Our salesman promised they'd take care of everything. He told me his sales mgr, Mike, would call us the next day. The next day we had no call so I called back. The salesman tried to get his sales mgr on the phone right then, but he was too busy for us and said he'd call us back later that day or Fri. Fri at 3 they still hadn't called so I called back. Denny, who stated he was the sales manager, answered and asked me to explain everything to him. He was quite rude. Told me that none of "those things" (referring to the165 pt inspection or oil change) would have been done on that car because it is sold as is. I pointed out to him it is in the vehicle description on the website. He seemed to have an attitude change when I told him that the day we purchased the car we also left our name and # with someone (I think he was a sales mgr too) who was going to look at auction for Suburbans for us. He and my husband looked at some online together & he took my husband's name & # and said he'd call when he saw a good deal at auction. Yes, because they refused to do the right thing and provide the excellent customer service they claim to have, they lost out on a $40K sale. That doesn't make good business sense to me. Dennis promised to get my file and call me back in 10 mins because, in his words, his biggest concern was that they let us leave there with a car with a problem like that. That was going on 4 days ago. I also emailed him in detail and he hasn't replied to that either. My husband called today and asked for Dennis. Dennis was with a customer and advised he'd call us back. You probably have guessed by now that we haven't received his call. Long story short...they don't strive for great service as claimed and they mask issues. Don't fall for their xx in their listings. There more lies and discrepancies, but this post is already too long. Spend your money elsewhere. There are too many other dealerships in the Nashville area to risk this one. More