Greenway Kia of Hickory Hollow

Greenway Kia of Hickory Hollow responded

Melissa, I'm sorry that you had a bad experience with Wayne and our dealership. My Dealership participates in the DealerRater.com Certified Dealer Program. We are committed to providing high quality customer service, but based on your DealerRater.com review, you obviously did not share that experience. That is very disappointing to us, and through this program we have the opportunity to work with you to resolve the issues with your experience at Hickory Hollow Carnival Kia. I wanted to let you know that another sales consultant, Joseph Attigliato will be contacting you to assist you in purchasing a vehicle. I have enclosed his contact information as well. I trust that Joseph will treat you with the utmost respect and help you find the car that best meets your needs. Thank you for giving us the opportunity to earn your business. I apologize that your experience with Wayne was not pleasant. If you have any questions or concerns, please feel free to contact me directly. Sincerely, Adam Thrasher | eCommerce Director Carnival Kia Automotive Group carnivalkiasales@gmail.com

Greenway Kia of Hickory Hollow responded

Beth, I wanted to reach out to you to make sure that you had been taken care of. I understand your frustration and hope that our Sales Manager, Al Bourgeois, was able to explain what happened with your deal on the phone today. I apologize that the vehicle that we originally tried to get you into is no longer available. We are currently searching to find a van for you and appreciate your patience. With your new job and increased income, we should be able to find a vehicle that meets all of your needs very soon. I sincerely hope that you don't feel taken advantage of now. We are doing our best to find a vehicle, but with the supply of used vehicles at an all time low, it has been difficult to find something that meets all the requirements. If you would consider revising your review, we would be very appreciative. We want to make sure that all of our customers have a positive experience when they come to Carnival Kia. Unfortunately we had a few obstacles that came in the way of getting you into a vehicle and for that I am truly sorry. If you have any questions or concerns, please feel free to call Al at (615) 731-0099 and he will be happy to help. Thanks again for your understanding. Sincerely, Adam Thrasher | eCommerce Director Carnival Kia Automotive Group carnivalkiasales@gmail.com

Greenway Kia of Hickory Hollow responded

Beth, I wanted to write to you to apologize for the way you were treated while at our Dealership. The salesperson that you dealt with, Shawn is no longer employed with the company. Unfortunately in your case, several things went wrong. I'll take a few moments to explain exactly what happened. The vehicle that we found to fit your needs was a used Sedona van that was traded in. The customer who traded the van in was unable to secure financing on the new vehicle they wished to purchase. When their financing fell through due to their poor credit, they got back into the Sedona. When we agreed to sell the Sedona to you, we let you drive one of our Kia Rondo's for no charge until the Sedona became available. When we realized the Sedona was not going to be available to sell, we instructed our Used car director to find a vehicle that would meet your needs. Due to the very limited supply of used vehicles on the open market, we were unable to find a vehicle that meet your needs (price, size of vehicle, features, etc.) I realize that you are very frustrated with the entire situation, as am I. We never should have agreed to sell the Sedona to you until we knew that it was truly available for sale. I would hope that you appreciate the fact that we provided an alternative vehicle for no charge for an extended amount of time. I saw on facebook that you purchased an Excursion the other day with ice cold air conditioning. I'm glad that you were able to find a vehicle that met your needs. I am truly sorry that you had a bad experience at our dealership. Shawn was let go because of the way he treated customers. We do our best to treat each and every customer with the utmost respect and honesty and we do not want anyone on our staff who does not display those qualities. I hope that someone who drove one of our vehicles for free while we did our best to find them the exact vehicle they wanted would not feel "raped". We are not in business to take advantage of our customers. We simply made a mistake and did our best to rectify the situation. I hope that this clarifies what happened. Please feel free to contact me at your earliest convenience if you have any questions. Sincerely, Jason Henderson | Director of Sales Carnival Kia Automotive Group hickoryhollowcarnivalkia@gmail.com (615) 731-0099

disgustedwithkia responded

No, Jason, I do not feel that the situation was handled correctly, politely, or professionally. I find it impossible to believe that you could not find a vehicle with a 3rd row seat around 10k on any of your Carnival lots. I have many friends who know of the situation and are quite irked that I was taken advantage of. One phone call to a neighboring dealer and I had approved financing, a car that I purchased at 6k under KBB, I had a larger down payment at the time and more income, thus the car was financed for only 3 years, took only a few hours after I drove off of your lot. With my new employment and no attempt to allow me to drive the Rondo (which is the exact vehicle that I was lured in by Shawn to purchase) until you could find something. I received messages from Shawn that the vehicle HAD to be returned that day. I could have kept the van. After all, it was paid for, drove like a charm but I just wanted something more comfortable and fuel efficient for my children. After all, as a parent that's our job, to make things great for our kids. I had my heart set on a Kia due to their mechanical reputation, warranty and gas mileage. I did my homework and chose you. You lost in the deal. It was truly fubared. Fubared really, really bad. You know, my friend asked me when we were getting ready to leave if I wanted anything else from the dealership and I told him that an apology would be nice. An apology face to face, which I never got. I said my peace in front of your customers which was not meant to cause detriment to your business and on my exit from the building was told "congratulations" by one of your salesman. WTF??? As a single mother of quadruplets +1, life has always been a struggle and a new car was something that I have been trying to achieve for several years. Thanks for your help- and yeah, the Rondo was returned with almost a half tank of gas. No credit or thanks there. I will not change my rating of your dealership. I will continue to tell people what I think of your business practices. Nothing about this transaction or lack thereof is credible on your behalf. Beth Moore

Greenway Kia of Hickory Hollow responded

Connie, Thank you so much for the kind words! We really appreciate your business and I'm glad that you were pleased with me and the rest of the staff at Hickory Hollow Carnival Kia. I realize that you purchased your first Kia from the Rivergate store and that you did not have a pleasant experience, but that was before the store was owned by Carnival. The way the review reads, it sounds like our store in Rivergate mistreated you. Is there any way that you could revise your review and leave out the part about Rivergate? All 3 of the Kia dealerships in Nashville are owned by Carnival Kia and we are trying to let the online world know that we do treat our customers right. It would really help us out if you could amend your review. Thanks again for your kind words. I look forward to strengthening our relationship and taking care of you for all of your future vehicle needs. Please feel free to contact me directly if you have any questions or concerns. Sincerely, Wayne Upshur | Sales Consultant Hickory Hollow Carnival Kia (615) 731-0099