Courtesy Kia of Brandon

Jeremy, We appreciate you sharing your review with us. I regret to hear that you had a negative experience with us and apologize for any rudeness on our behalf. I would like to speak with you further about this issue. Please contact me at your convenience. Best Wishes, Brendan O’Brien, General Manager, 813-580-5250

We appreciate your feedback of our sales experience. It is our company mission that our customers view us as trusted, high integrity professionals who consistently deliver an exceptional guest experience and genuinely care about the needs of their customers. I regret to hear that you were unsatisfied with your experience overall. I would like to speak with you further about this experience, if you would please contact me at your convenience. Brendan O’Brien, General Manager, 813-580-5250

Never Give Up Updated 3/4/20 On Tuesday, March 3rd, Brendan O’Brien, the General Manager of Courtesy Kia of Brandon returned my phone call, but I was at lunch. He then called again on Wednesday, March 4th and we spoke. I explained my situation to him, which I mentioned to you in my previous review, and here is what he said: 1. He was sorry to hear of my experience and asked me to explain further, which I did. 2. He said that although he cannot totally remove the “negotiation” part of the deal, he was working with his staff to make it a better experience. 3. With regard to my financing scenario with the refund due to the cancellation of the extended warranty and maintenance plans, he said that he would get with the warranty department staff and ask them to expedite the return of the funds to the lender so I would be able to do an early payoff on my loan. I thought that was a very nice offer from him, so I will see if he follows through, which I believe he will do, and I will let you know what happens. so I upgraded my rating to a 3, because of his call. Now let's see if he is a man of his word! To be continued… Thank you for your response Mr. O'Brien! I will take you up on your offer to speak with you, and will call you at the number you indicated. Perhaps after speaking with you, I can amend my feedback regarding my overall experience. Courtesy Kia of Brandon Follow-up to my Story The Saga Continues… As I mentioned prior, I received a “boilerplate” response from the dealership, and based on the General Manager’s suggestion that I call him to discuss my experience, I called his office on February 26th to speak with him, but he was not available, so I left a message. It has now been 3 days since then, with no follow-call…not surprising. Based on my experience with his staff, perhaps this way of doing business comes from the top down! Since it is now apparent to me that this dealership is not overly concerned about having me as a satisfied customer, I thought I would share with you my findings when I thoroughly reviewed the dealership’s Care Plus Coverage Plan and their Platinum Mechanical Failure Service Plan, so you will be better prepared than I was in dealing with them. Kia Care Plus Coverage Plan I discussed my current yearly mileage with both the sales person and the finance person when signing the finance papers. After that, I assumed (evidently in error) that the maintenance plan selected would be compatible with my yearly mileage. The finance officer then gave me the application to sign, and did not go over any of the information with me. Since my wife was not feeling well, I did not review the plan, and relied on what the finance officer told me, which was two oil changes and 1 tire rotation per year. After I left and had the opportunity to review the plan, here is what I found that the plan actually covered. 1. The plan that the finance officer selected was for 6000 miles and 60 months or 60000 miles (even though I said I only drive about 4400 miles per year and do an oil change every 6 months instead). 2. The plan only allows the oil change and tire rotation based on the plan mileage selected (you are given a coupon for each service), and does not allow the option for bi-annual oil changes, which is what I was told would happen. 3. So under these conditions, I would pay $739 ($147.80/year) that would only allow 1 oil change and 1 tire rotation every 16 months (1-1/3 years), based on my driving mileage, whereas I could, with Kia service coupons, get two oil changes and 1 tire rotation per year for a lesser cost, using the service coupons from the service department. Mechanical Failure Service Plan Platinum I was told by the finance officer that Kia vehicles bumper to bumper warranty that covered everything on the vehicle only applied to the first 36 months or 36000 miles, but I could get a bumper to bumper extended warranty for an additional two years to give me a 5-year bumper to bumper plan. Again, I assumed (evidently in error), that the plan would extend the 36-month, 36000-mile bumper to bumper warranty to 5 years. After I left and had the opportunity to review the plan, here is what I found. 1. The contract that we signed only indicated that it was a platinum contract and did not list any of the coverages. 2. It ALSO stated that there is a standard $100 deductible on the repairs. 3. It ALSO stated that the plan “may provide certain coverages which already may be included in any applicable manufacturer’s warranty”. After visiting the warranty services website, here is what I found: 1. The “bumper to bumper” additional coverage actually did NOT cover all of the items included in the 3 year “bumper to bumper” plan. 2. The plan listed 40 exclusions, that are not covered by the extended warranty plan, and excluded many of the items listed in the Kia 5-year basic warranty. 3. In reading the Kia 5-year basic limited warranty, I found that all of the items listed in the platinum coverage plan were already included in the Kia 5-year basic limited warranty, which is one of the caveats stated in the extended warranty application. Moral of the Story: 1. You are at a great disadvantage when you sign one of these contracts because you are not given all of the plan information, and are basically at the discretion of the agent with whom you are dealing. 2. You need to ask for the manufacturer’s warranty booklet and read through it before you go to the finance office to complete the transaction. You also need to thoroughly review the maintenance plan as well. If you don’t, you will succumb to the warning “CAVEAT EMPTOR-BUYER BEWARE”.

We appreciate you taking the time to leave your review. We appreciate your loyalty, therefore I apologize for the frustration and inconvenience on our behalf with your recent trade in experience. I would like to earn your trust back and will be contacting you to discuss this experience in further detail, however you may also contact me at your convenience. Best Wishes, Brendan O’Brien, General Manager, 813-580-5250

Well, in addition to all of the above - you also managed to screw up my address with the DMV so that they had my address misspelled. Which means I couldn't look up my registration and renew it online with my REAL address, I had to find out how you misspelled it and enter it in that way. Then I had to change it back. Then, because it was a change of address I had to order and pay for a new drivers' license! I never heard from you and I don't think it's my job to chase you down, but I will definitely be sending in a written request for you to pay the cost of my having to fix your mistake.

Thank you for sharing your feedback with us. I apologize for any delay that you had during the sales process and I regret that you feel this way about your overall experience with us. Please contact me at your convenience to discuss this matter further. Best Wishes, Brendan O’Brien, General Manager, 813-580-5250

Thank you so much for your positive comments about Courtesy Kia of Brandon.

We are glad you enjoyed your customer experience with us, which led to this great rating! Please don't hesitate to reach out if we can assist you further.

Thank you for sharing your experience!

Thank you for taking the time to share your experience with me and the rest of our team here at Courtesy Kia of Brandon. Providing outstanding service to all of our customers is our top priority so I am thrilled to hear Jim was helpful. Please don't hesitate to reach out if you have any questions or need anything else. Best Wishes, Brendan O'Brien, General Manager

Hi Christopher Rodriguez, thanks so much for rating us so high! Be safe on the road!

Bonnie, We appreciate you sharing your review with us. I understand the frustration you’ve experienced and I apologize for any lack of communication that has occurred on our behalf. I will be contacting you to discuss this further, however you may also contact me at your convenience, as well. Best Wishes, Brendan O’Brien, General Manager, 813-580-5250

Thank you for your positive review of Courtesy Kia of Brandon. I am very pleased to hear that our team provided a great buying experience. Thank you for your business and we look forward to working with you again in the future. Best Wishes, Brendan O'Brien, General Manager

We really appreciate this positive review! Thanks so much!

Thank you for taking the time to share your review. I apologize for any miscommunication that occurred during the purchase process and for any unhappiness you’ve experienced. I would like to speak with you further about these issues, if you would please contact me at your convenience. Best Wishes, Brendan O’Brien, General Manager, 813-580-5250