Lawrence Kia

jlwright77 responded

I still have the text messages saved. It was never mentioned that the vehicles you were offering were weeks away. You knowingly led me to drive from KC to your dealership to show me a different vehicle that was not what I was looking for.

Lawrence Kia responded

Jonathan, we have tried to call you several times to get this resolved for you, and you refuse our calls. However, since you keep bringing up these text messages, let's air those out. You - "Primary interest is a Sorento. I can't tell from your website what vehicles you actually have on your lot" Brandon - "It's hard to tell what is here and available because they come and go so fast. Have you been able to test drive a Sorento during your search?" You - "Interested in an SX Prestige AWD" Brandon - "We have 4 of the X-Line SX Prestige available at the moment. Any color you're looking for?" Let us clarify the word "AVAILABLE" That means we have four ready for you to purchase, meaning they are either here or will be here within the next week or so. In which case, they are here right this very minute. You would be driving a Sorento SX Prestige AWD today had you come in and listened to your options; instead, you chose to get upset at our sales staff. Regardless, another message went out to you BEFORE you entered the dealership. "Sounds good. I'll give you a call around 9 after I confirm with my managers that there is still a Sorento to check out. How does that sound?" To which you responded, "That should be fine I do have a chiropractor appointment at 9 so if you don't get me just leave a message and I'll call you back" Brandon responds, "Got it. I just want to make sure I don't bring you out for no reason." Later Brandon tried to call you to confirm those details, and the both of you played phone tag for a while, and we were unable to speak to you on the phone before you arrived. He then texts you again, "Sorry about that. I tried picking it up and it hung up the call. We do have a X-Line SX Prestige to demo and a new Sorento as well but I don't know which trim it is. What time are you thinking later?" At that point, we were very transparent about what we had on the lot minus the trim level of that second unit mentioned. Brandon clearly stated he had one for you to test drive and the other ready to purchase. You are the one that chose to come in, and we didn't force you or mislead you into coming into the dealership. Even still, Brandon tried to apologize to you since the one we had ready to buy was FWD and admitted he should have done more looking into that unit for you. We never mentioned that we had four units on the lot. We are sorry for any confusion you felt. We feel we were transparent from the start that inventory is tight and changes by the hour. We wish you well in your search.

Lawrence Kia responded

Dmitry, I feel as if there was some miscommunication. Jason had a little bit of a hard time understanding you with the language barrier between you two. After Madison spoke with you, everything seemed cleared up, and you asked to check out the vehicle. At that point, we were under the impression you were happy, and we had cleared up any confusion. You abruptly left after looking at the vehicle before we could try and achieve the payment you were looking for. If you would like to give us a call or schedule a time to come back out so we can fully try and achieve what you are looking for and the payments you want. Thank you.

Lawrence Kia responded

Leishae, thank you for reviewing Lawrence Kia. We apologize you had a less than great experience with us. Upon review of the prior transactions and trade values, it was brought to our attention that there was an error made. It was our error 100% and as soon as we found the error you were contacted. There were two similar vehicles being appraised at the same time when you were here. There was an $8000 actual cash value difference between the two. Obviously, we or any other business cannot just wipe that money away. You became very irrational understandably so; but then began to yell and curse which we will not tolerate. At this point in the conversation, you mentioned how you used to be in the car business, so it doesn’t make sense for you to bash the profession. Then you began to yell about a Louis Vuitton belt or something. We have not received the vehicle and you did not sign a contract or take delivery. However, since you committed to purchase the vehicle on a proposal, we offered to help you as much as makes business sense to try and still make the deal for you. Unfortunately, we could not get to that point because of your inability to act calm. The sales manager offered to have the general manager call you and requested for you not to continue yelling or it would not go very far for either of us. When he called back, you and Leishae were both yelling and irrational. It is near impossible to assist someone in that state of mind. We will not be doing business with you. We will be mailing you your deposit before the end of business today. Have a great day.

Lawrence Kia responded

Hello Cecil, I apologize that you feel that way; it is not our intention between our three dealerships. We carry roughly 250-300 preowned vehicles, and our staff does not have the ability nor the luxury of knowing each of the preowned vehicles' conditions. Most of our customers, like you, who travel multiple hours from Topeka to Lawrence, will request a virtual walk-around or condition report before arriving. In this case, the 2012 Toyota Camry that you came to see was a new unit to us and was scheduled to have the hail fixed, but you did see it before our reconditioning process was started. Due to market conditions, most of our pre-owned vehicles are sold before they even arrive or finish the reconditioning process. We got the Camry's hail fixed, which was sold a few days after your visit. So we are sorry that you missed out on the low, low-mileage car. We sincerely hope that you find your perfect preowned vehicle.

Lawrence Kia responded

Elena, We certainly appreciate your input. We apologize you experienced less than exceptional customer service from our dealership. We certainly try our best to accommodate our customers as best as possible. When a customer calls in to set up an appointment, it is set by one of our customer relations specialists, who can also provide you with any information that you would have for us before you arrive at the dealership. Once you arrive, you will be greeted by one of our product specialists to show you the vehicle and answer any questions or concerns you might have. We apologize that the expectation was not met on our end when it came to having the car pulled up for you to easily view the vehicle and make it more convenient to move car seats in and out of the vehicle. We will take your feedback seriously and move towards continuous growth by providing excellent customer service. Please feel free to contact us if you are still interested in the Odyssey if it meets your needs.