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My wife and I bought a Black 2012 Kia Sedona from the salesperson, Brandon Wiley on July 11th. We visited the dealership on July 4th when you were closed and my wife loved that van and wanted it. I notified Brandon on July 7th we would take the vehicle under the stipulation that the right tail light lens be replaced that had a crack in it. He agreed and said he was going to have it ordered then. I told him to get the final numbers together for me so I could get them to our loan officer as we were leaving for vacation on 7/11/14. If he needed anything to let us know. He assured me the vehicle would be cleaned and ready to go on the 11th.
Here comes the frustrating part. I still have all the emails as well. It took from 7/7/14 and until 7/10 at 5:45pm for us to have him get the information to our loan officer. Our loan officer had to call me 3 times at work on 7/10/14 saying still hadn’t heard from Brandon. She stated this was one of the most unusual situations she had to deal with from a dealership. On 7/7 she had the VIN, we were pre approved, all she was waiting for those 3 days was the breakdown of the costs so she could draw up the paper work. Brandon had our insurance information he requested on 7/9. Why this took so long is beside me.
When we got down to pick up the Van on 7/7/14 it was still wet from just being washed and the quality of the clean up looked like it was run through a $4 car wash. There were two nest of dead fish flies in the back tailgate area and dust on the dashboard. At that time I wanted to pull the plug and walk but my wife didn’t want to make a scene.
I was informed that he had not even ordered the tail lamp yet. I informed him this was a lot more difficult than it had to be. We agreed the lamp would be mailed to us and I would just pay to have the damn thing installed at our dealership as we live up in Flint. Brandon put our temporary tag on which was good until 7/26/14 and we drove away, across the street, because we were almost out of gas. Seriously? $19,000 for a vehicle and it is running on fumes. We got home and we cleaned the vehicle out and packed and went on vacation on 7/12 a day later than we wanted to depart.
While on vacation on July 22nd, I sent Brandon an email asking him for the tracking number for the taillight lens so I could call and get an appointment with our dealership up here. I also placed a call to him the following day and left a message asking for a call back. I still have not heard from Brandon to this day.
We got home from vacation Friday 7/25/14 the day our tag was expiring. The mail went, and guess what…no plate. I called Brandon again left a message asking if the dealership had the plate and to let me know and I would come down and pick it up. Guess what…no return call. Saturday July 26th came and so did the mail. Still no plate.
Monday morning July 29th, I contacted the dealership and asked for the used car manager. I explained our train wreck of an experience with him. Mind you my wife now has to drive back and forth to work on an expired tag. The used car manager apologized and said he would look into it. He called us back and informed us the plate had just been mailed out Saturday the 27th (It arrived on Jul 31st…5 days after the temp tag expired). I informed him that the Sec of State informed us the dealership had the plate on 7/15/14. So they held it for 12 days before mailing it? He also told me the tail light was there and Brandon told him we were coming to pick it up. Which is another lie from Brandon as the last thing he assured us as we left on 7/11/14 that we would make sure it was sent to us.
I was informed by the used car sales manager the light was being shipped to us that morning 7/29, and here it is August 2nd, 4 days later…and still no package and another cancelled appointment today with our dealership.
I am 56 years old and have bought a lot of vehicles in my life. This by far, has been thee worst experience ever. We have done everything to close this deal ourselves except draw up the dealership paperwork and mail the plate to ourselves. We don’t complain about things and know sometimes there can be set backs in life. But this is a bit much.
The sad thing is my son just bought a new Jeep last week. I was going to refer him down to your dealership but as this unfolded, I advised him not to look elsewhere. He may have paid a few hundred bucks more, but at least he didn’t have to go through the head ache we did. Had I known it would have been this bad, we would have also paid a few hundred bucks more ourselves.
We love the vehicle, but the experience is one I will inform people of for the last days on earth. I still have not heard anything from Brandon after the calls and emails. Not even as much as “Gosh, I sorry it took so long for your plate to arrive.” Wait I take that back…we did receive a letter in the mail from him on July31st, thanking us for the purchase and that he would be in touch in case we needed anything….seriously? I just laughed.
My wife says, maybe he is the owner’s son or nephew because neither of us can see anyone treating and disrespecting customers like this and hearing nothing back. This story could be used in training and titled…”How not to treat a customer” it was that bad. So here we are almost 30 days from the July 7th commitment to buy the vehicle and it really isn’t over…yet. We still do not have the taillight lens.
Lesson learned…the lowest prices and a little bit of a drive, isn’t always the best deal!