"My experience with Rick Case Kia in Sunrise is the worst..."
My experience with Rick Case Kia in Sunrise is the worst experience I have ever had in buying a new car. We live in Cape Coral, Florida. We were looking for a 2021 Kia Telluride which was white with a grey interior. After looking locally and finding nothing suitable for our needs, we searched around the state and found that Rick Case had a car close to what we wanted in Sunrise. We checked their website ad and it appeared to fit our bill – including the advertised price.
My first mistake was to misunderstand that the MSRP price quoted on their website was not their actual price. When I relayed that I was serious about buying this vehicle, I was told that the actual price was $3000 higher. Initially, I said in that case I was no longer interested. I later learned that almost all Kia dealers were charging significantly higher prices than the MSRP for 2021 Tellurides. I understand supply and demand. After further looking, I contacted Rick Case again and said that I was willing to pay to pay their new asking price. I consider the failure to specify the real price on their internet site to be modestly deceptive advertising, but that is true for the majority of Kia dealers as well.
I now was talking by phone to Kim Gonzales regarding my decision to buy the specific vehicle that they had in stock (a fairly unique exterior/interior color combination that was hard to find elsewhere). I told her that we were coming from the other side of the state and would be trading in our vehicle to pick up the new Kia. We wanted two options installed including a tow package and HomeLink module and she noted that those should be no problem. We told her that we would come to Sunrise to purchase the car by 11:00 am the next day. At 8:47 am the next day, while on the road to Rick Case, we received a call from Kim saying that they couldn’t install our requested options until we got there. We told her that would be no problem and that the slight delay for installation was acceptable.
We arrived promptly at 11:00 am and sat down and were told that we would be dealing with a different salesperson, Caroll Gil. After a few minutes Caroll told us that the vehicle that we had thought we were purchasing was just sold “a few minutes ago”. I believe that Caroll had no idea as to what had transpired prior to our arrival. Anthony Larson, General Sales Manager, confirmed that, indeed, the car we were expecting to drive away was just sold. Naturally, we were devastated. I asked to speak with Kim to discuss the situation but was not allowed. Knowing that we were on our way from the other side of the state, having agreed to all of their terms, and even specifying options to install, the dealership completely screwed us to make another sale. I cannot fully express how this poor customer service affected us!
We were then introduced to Jimy Contreras, General Manager of Rick Case Kia. Anthony and Jimy both said that they were sorry but that their policy was to sell a vehicle to whoever showed up first willing to buy it. First come first serve. Never mind that the dealership knew we were on our way across the state to buy the car when they sold it, even calling us while on the road to discuss the vehicle’s options. Would it not have been possible to tell the prospective buyers that showed up that morning that we were on our way to buy the car and that that the car was spoken for? If for some reason the purchase did not go through by 11:00 am, the car would be theirs. Jimy Contreras said that he could possibly order a vehicle like we thought we were there to buy but it would take 6+ weeks to become available – not acceptable to us
Carroll then offered to show us other vehicles they had in stock and we found one that wasn’t close to our first choice, but now desperate and having travelled across the state with our trade in, we decided, to purchase it anyway. That’s when we received our third major surprise.
We knew that we wanted to trade in our current vehicle for the new one. Prior to coming to Sunrise Kia for our purchase we had checked the Rick Case Sunrise website and found their link to evaluate the value of trade-ins. Following the prompts on their own site, including entering our correct odometer miles, we determined that their site valued our 2012 Volkswagon Touareg at approximately $8600. This sounded reasonable to us as the market value of the 2012 models with similar or more miles on Autotrader was $9,500-11,000. Now, all set to finalize the purchase of a new Kia, the dealership trade-in appraiser approached us and said that, although he agreed that the car was in very good condition, he would give us only $5,500 for our car because it had so many miles on it that he couldn’t sell it. After we vociferously objected, he raised his offer to $6,500. My objection is that I supplied all of my information correctly on the website, yet still received a dramatically lower value for my trade-in than I was expecting. I consider that extremely deceptive advertising.
Admittedly, we were mentally exhausted at this point and, against our better judgement, we ended up buying the other car on the lot – a decision we regret today.
To summarize, we were asked to pay $3,000 more than what was advertised on the website, the car we were expecting to buy was sold while we were on our way across the state to buy the car, we were given $2,000 less for our trade in than the car’s value as documented on Case’s own website and we wound up with a substitute car that was far from our first choice. I would never recommend Rick Case Kia to anyone looking to buy a new car. Whoever is ultimately responsible for doing business this way should be embarrassed. My wife and I couldn’t be more disappointed in this company!