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Financing and Customer Appreciation - Fitchburg2012
The general manager Dario Gutierrez force me to use a lender of his choice or I would not be sold the vehicle.
I worked a deal with the dealership over the phone with Trevor the salesman. I told them I was driving 208 miles to do deal. The entire deal was worked out over phone prior to driving to Kentucky from Tennessee. It was approved by general manager. Trevor called me as I was driving and said they could probably beat my bank I was going to use for financing. He wanted to do a credit application and have everything ready when I got to dealership. I told him I didn't want my credit report pulled multiple times by various banks. He assured me that wouldn't happen. As I was driving to the dealership I got two emails stating that two different banks had accessed my credit report. I called Trevor immediately and advised him and he said he would tell the GM and finance guy. I arrived and the 2019 outlander I was going to purchase was sitting in front with a tag on it registered to me. I had not signed any papers yet just a verbal agreement on the deal. When the salesman brought paperwork over he said the best the GM could get was 5.75 at 72 months. He said no banks they deal with go longer. In the earlier phone conversation when giving him my information to pull credit I advised him I wanted between 78-84 because that is what I could get with my bank and it would put me at 342 per month at 84 months and 4.25 rate. He did tell me that they showed me 10000 for trade on the deal but changed it to a "structured" format for the banks bill of sale that showed 18000 for my trade. This is important because taxes would be paid on 14800 at 10k for my trade versus 6800 at 18000 for my trade. I got charged taxes on 14k. So they did two different deal sheets one for buyer and one for bank and the buyer pays the higher taxes. So when I didn't want to the 5.75% rate the GM came and spoke with me and I told him what I could get with my bank and he said he could not get those terms. I told him I had almost 800 credit score and can get better terms than what he offered. He said there was two ways to take delivery of car. He said I could have a preapproval letter faxed from my lender to him or I could leave a personal check as collateral and exchange the check with a check from my lender when I got it financed since most banks are closed on Saturday. I told him I would call my lender. While on phone with them, my lender said they would need the window sticker and I told salesman and he peaked it off to fax to my lender. While I was on hold with lender, the salesman came and told me that they had Wells Fargo offering 4.5 @72 months. As I was on hold the salesman said they needed to hurry the deal along because they had a lot backing up and I observed two other families in the dealership and not all were buying. He said Wells Fargo is giving 72 months at 4.25 so just do that. I said that is what my lender is going to do so I want to go with my lender to save on another credit pull and since my lender has already pulled my credit which makes the total pulls 3 for the deal. Trevor said it is just easier to use our lender it saves sending us a check and we can do everything in house. When I expressed wanting to stay with my lender to prevent more credit pulls he got the GM. I explained to GM about the number of pulls and showed him the emails. I showed him each bank. He said he already pulled Wells Fargo (without my consent) and he also admitted to pulling Bank of America and the dealership pulled for themselves. I said so you have pulled it 4 times and he said yes. He said the pulls consolidate into 1 pull. I told him I disagreed. I told him again I would go with my lender and he got visibly upset and said since he found a bank that could do same terms and my bank did not get 84 like I told him they could then I have to use well Fargo or I don't get to take delivery of vehicle after driving 208 miles. He said Wells Fargo has already pulled it anyway. He tried to explain multiple pulls on count as one pull. I said I disagree with that explaination. I walked outside to call another dealership connected to the auto group that owned the mitsuibishi. I spoke To a very nice lady and she said she would relay it to the corporate guy (Eddie??) he would be to her dealership on Thursday. I said I would like to speak with him. She took down details of my experience and while I was sharing with her the GM came out of the dealership and got in my face and ask, "are you calling the cops? And then said "illegal!" I said no I am not. He said he didn't do anything illegal. I said you can't force a consumer to use a dealers pick of lender or refuse delivery of a car. He became more agitated and waved his arms through air and said,"I tell you what let's undo the whole deal and forget it!" He said,"I am giving you the car!" I said go and do the financing so I can leave. He said that is what I am trying to do and her turned and walked away. Mitsuibishi will also be contacted that does the surveys. I have demanded a letter regarding numerous inquiries from GM to file with all three bureaus. The inquiries removed would be better given they did not get authorization but for one and it was verbal consent not written until I got to finance. The GM did not even shake my hand, thank me for buying a car. I guess 25k purchase doesn’t get you even a thank you come again from the GM. At least at Walmart they have associate thanking you for shopping even if you don’t buy anything. FYI- Trevor was a very good salesman. He only was doing what he was told to do from the GM. I guess financial lender kickbacks is worth creating the experience above. This was my 35th car of all makes and never have had this type of experience.
Never available in parts department - Damian Lynch
I own 2 Mitsubishi vehicles and love them, however whenever I need a part I cannot get through to anyone in the parts department without spending hours on the phone being mis routed to various voicemails or departments in the Dodge division. When I finally get to the guy that says he can help me I find that they never have it in stock and are unable to get it next day air because it was almost 1:00.
It wasn't almost 1:00 when I first called , it was 11:20! Seriously? I was also informed that next day air if ordered at the time would be $20 per part ( bolt,nut,washer) and would not be here till Monday because it's Thursday . I called Hallmark in Tennessee and was only charged $20 shipping for all the parts and will see them by noon tomorrow. Also told I had till 2:30 to order? I have been in this situation many times with this dealership but being a hour away from Hallmark, I keep trying, and they keep failing. Last trip to Hallmark was for dia queen a\t fluid that this parts department was out of????
Also , don't hold your breath for a promised call back!
easiest vehicle I have ever bought - gumpnky
Willie worked very hard to find the financing . He was always available to answer all my questions and concerns. I would definitely go back should I need additional vehicles.
No good experience - Raymond Mayfield
Poor service after buying used truck. They don't return your calls or keep you updated. Don't do as they say they will. Liars
Customer Service and Quality Vehicles - phidler
I have bought 3 cars from Mike Smith Kia. A 2000 Kia Spectra, a 2006 Kia Spectra and a 2017 Kia Niro. All three great buying experiences. I believe that's because the Mike Smith brand has some core components including customer service and quality vehicles.
Two out of the three times I have purchased from Mike Smith Kia, I lived out of town. I called ahead, became familiar with my sales representative and began a relationship through extensive communication. No question was left unanswered and not once did the sales representative feel pushy or misleading. When I came to the dealership to pick up my vehicle, the staff were well-organized and thoughtful to my family. The atmosphere was fun and inviting and made the buying process feel like I was making a wise investment.
I loved my experience with the Mike Smith dealership family because that's how they made me feel...like family.