Associate
- Joined
- 18 Oct 2012
- Posts
- 465
Ok guys,
So my mum recently purchased a used 2016 Kia Sportage from a very large, nationwide, car dealer. She went for a Kia based on the 7-year manufacturer's warranty. The car has 21,000 miles on it and was sold as having a FSH and 4 years manufacturer warranty remaining. She purchased the vehicle and took delivery on Saturday. When she went through the manual and the service book, the service stamp and documentation for year 1 (2017) and year 2 (2018) were missing. Only the service stamp fro 2019 was present. She immediately went to the garage and told the salesperson who sold her the vehicle wasn't in and not to worry, it will all be resolved Monday. She went back on Monday and was told the salesperson wasn't in and it would be best to phone KIA direct and get the service history from them. My mum phoned KIA who had no record other than the 2019 service and couldn't help anymore. The paperwork was documentation from the previous owner - it was a personal lease vehicle. My mum phoned the leasing company who said all their information, including service history, was passed wit the vehicle to British Car Auctions at the end of the lease. This is where the dealer purchased the vehicle before selling it to my mum. My mum relayed this information onto the dealer, who said they would look into it and get back to her. She then received a phone call on Tuesday from the original salesperson who re-assured my mum it would be sorted and they would phone her back ASAP. My mum came to visit me today and this was the first I heard of the issue. I told her to get back on the phone to the dealer and ask to speak to a manager. All three managers were unavailable/too busy and the salesperson was out delivering a vehicle to a customer. I told my mum to phone the dealer's central customer service department and raise a complaint. She was dealt with very professionally and was advised to phone the dealer back, explain how she had spoken to the customer service department and if the managers were still available, then proceed wit the complaint. The manager immediately answered, however, would not speak to my mum. My mum and dad bought the car but the car is in my dad's name. The manager then phoned my dad who gave permission for my mum to deal with the problem on his behalf. The manager phoned back and was very arrogant and rude. He told my mum that he was going to sort it, however, if she raised a complaint with head office, he would purposely slow down the investigation into the missing service history. He then kept speaking over her saying "but you didn't buy the car, your husband did" and contradicted himself several times. My mum left the call very upset, stressed and tearful. She immediately phoned customer services and raised the complaint. She was dealt with very fairly and treated like a human. Almost immediately after raising the complaint she received a call from the dealer, apologising for how things had been handled and re-assuring her they would get to the bottom of it. 20 minutes later, she received another call from the dealer offering her an extended 2-year warranty with their network rather than the KIA one... I told her to not accept anything and let the customer complaints department conduct their investigation and reach a formal resolution. The minimum she should be accepting is a 4-year warranty with KIA and nothing from the third party dealership.
Any thoughts or advice on this would be greatly appreciated.
Many thanks.
So my mum recently purchased a used 2016 Kia Sportage from a very large, nationwide, car dealer. She went for a Kia based on the 7-year manufacturer's warranty. The car has 21,000 miles on it and was sold as having a FSH and 4 years manufacturer warranty remaining. She purchased the vehicle and took delivery on Saturday. When she went through the manual and the service book, the service stamp and documentation for year 1 (2017) and year 2 (2018) were missing. Only the service stamp fro 2019 was present. She immediately went to the garage and told the salesperson who sold her the vehicle wasn't in and not to worry, it will all be resolved Monday. She went back on Monday and was told the salesperson wasn't in and it would be best to phone KIA direct and get the service history from them. My mum phoned KIA who had no record other than the 2019 service and couldn't help anymore. The paperwork was documentation from the previous owner - it was a personal lease vehicle. My mum phoned the leasing company who said all their information, including service history, was passed wit the vehicle to British Car Auctions at the end of the lease. This is where the dealer purchased the vehicle before selling it to my mum. My mum relayed this information onto the dealer, who said they would look into it and get back to her. She then received a phone call on Tuesday from the original salesperson who re-assured my mum it would be sorted and they would phone her back ASAP. My mum came to visit me today and this was the first I heard of the issue. I told her to get back on the phone to the dealer and ask to speak to a manager. All three managers were unavailable/too busy and the salesperson was out delivering a vehicle to a customer. I told my mum to phone the dealer's central customer service department and raise a complaint. She was dealt with very professionally and was advised to phone the dealer back, explain how she had spoken to the customer service department and if the managers were still available, then proceed wit the complaint. The manager immediately answered, however, would not speak to my mum. My mum and dad bought the car but the car is in my dad's name. The manager then phoned my dad who gave permission for my mum to deal with the problem on his behalf. The manager phoned back and was very arrogant and rude. He told my mum that he was going to sort it, however, if she raised a complaint with head office, he would purposely slow down the investigation into the missing service history. He then kept speaking over her saying "but you didn't buy the car, your husband did" and contradicted himself several times. My mum left the call very upset, stressed and tearful. She immediately phoned customer services and raised the complaint. She was dealt with very fairly and treated like a human. Almost immediately after raising the complaint she received a call from the dealer, apologising for how things had been handled and re-assuring her they would get to the bottom of it. 20 minutes later, she received another call from the dealer offering her an extended 2-year warranty with their network rather than the KIA one... I told her to not accept anything and let the customer complaints department conduct their investigation and reach a formal resolution. The minimum she should be accepting is a 4-year warranty with KIA and nothing from the third party dealership.
Any thoughts or advice on this would be greatly appreciated.
Many thanks.
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I bought a Nissan Navara - late model D40 Outlaw and when I was looking at it (main dealer) enquired about whether the chassis had been inspected and was told most assuredly it had... cue on Monday a letter turning up from Nissan that the free chassis inspection/treatment program will be coming to an end in 2020 and my vehicle hasn't been looked at yet - checked with Nissan and it isn't a generic letter/mistake and if I have the letter it is because it hasn't been looked at.
