Kia of St. Catharines

Kia of St. Catharines responded

Hello Jules, We've looked over our files very thoroughly. We have a record that there is a manual transmission sold under 2016 Soul LX+. If that is correct, can you please give us a call? We hope to resolve this matter with you if possible. Our Sales Manager has been in Kia business well over 15 years and he prides in providing you with complete information and customer satisfaction. Everyone in our dealership understands that manual Kia Soul does not come with 2.0L and we find it puzzling that he would have mentioned about Kia Soul EX coming with same engine as LX+ MT. He could have mentioned that it rides very similar and won't be any much difference. However, if there was a misunderstanding, we hope to resolve it to your satisfaction. Please give us a call by (905) 684-4542 and ask for Cam Sacco or Sam. Give us an opportunity to address this problem and we will make sure you are serviced right.

PurplePanda responded

I reviewed your response to my complaint and found several things that were misleading with your response. 1. I was not maxed out on my kilometres. I was UNDER the allowed 72,000 kilometre allowance at the time that the vehicle was returned to you. 2. Because all requirements of the lease agreement were MET, the fee that is charged is ridiculous. As I stated in my review, the car was UNDER the kilometre allowance, I put BRAND NEW tires on the car an hour before returning it, and every single monthly payment was made up to and including December of 2017. Regardless of whether Kia Canada or the third party leasing company issues this $400 fee, the dealership should have covered it. This is how you do good business and retain customers. 3. I know that your dealership was not able to sell us an electric vehicle, but we worked with Sam who set us up with the Burlington contacts in order to purchase the electric Kia Soul. Sam was kind enough to provide us with pricing to keep us as Kia customers. Furthermore, since my original review, I received an email from the St. Catharines dealership reminding me that my lease comes due in December 2017 and wanting me to come in to sign up for a new lease. The dealership should consider putting in some time and effort to tailoring their emails instead of sending out mass/blanket emails. Or at least take note of the customers that have already come in to sign up for a new lease instead of emailing them to remind them of the poor customer service they experienced at your dealership. If you want to respond to a negative review I encourage you to be factual in your statements. Being honest with your customers and not hiding fees is a great place to start.

Kia of St. Catharines responded

Hello PurplePanda, Again, I would like to reiterate the situation regarding your lease return. What Kia charges us we carry over to our clients just as if the government would charge taxes on products and services. It is no different than cost carry over as part of the business transaction. If we were to make exception to your case, it would not be fair to other clients who have paid the fee. If you like to make a special case for yourself, you are more than welcome to contact Kia Canada. Again, as stipulated in your contract, you were obligated to pay the fee as per the agreement. This is not something extraordinary including having to put new tires in order to pass safety. This is how lease operates and I am sure that you are aware of how lease returns operate. We would like to recommend these websites for you to read. This shows that it is industry common knowledge that early lease return will incur penalties. http://www.jdpower.com/cars/articles/tips-advice/how-end-your-lease-early http://www.360financialliteracy.org/Topics/Insurance/Cars-Auto-Insurance/Is-there-any-way-to-get-out-of-a-car-lease There were other motivating factors behind the early lease return which I cannot state for the purpose of your privacy, including your mileage restrictions and allowance. We only ask that you put out truthful review about situation pertaining to this matter. As a dealership, we have provided you with full detail and have been transparent in the entire process. It is great to hear that Sam has provided you with great service. He is truly an amazing person and he will go above and beyond to accomplish customer's expectation. Again, it is regrettable that you feel this way. We only hope for the best.

Kia of St. Catharines responded

Hello cargirl8905, June was our best month ever and with staff changes in the service department, they made extensive prioritization to delivery of the vehicle. For that, we apologize for whatever delay you may have had to face. We would like to make it right for you and hope to resolve your experience to a positive. Can you please give a call to Sam Adam or Mark to make an arrangement for a resolution? Thank you so much and we look forward to hear from you!

Kia of St. Catharines responded

Thank you so much for your compliment! It was truly a pleasure working with you. I hope that your Grand Caravan is all good and your dog is not messing up your carpet again. Thank you so much!