Lawrence Kia

Thank you for the great review!

Thank you for bringing this to our attention. After reviewing your transaction, here are the facts. We offered you $3000 for your Prius. You wanted mo...re for your vehicle because vehicles similar to yours are selling for around $6000 in the retail market. As discussed during the transaction, we cannot purchase a vehicle from customers closer to retail value. You insisted you wanted more for your car. As we explained to you before the transaction, since the vehicle shows an accident on the vehicle history report, it will be challenging to sell it for top dollar. So, therefore, we cannot pay top dollar. However, you negotiated with the owner and were able to sell the vehicle to us for $3500. You were very happy with the transaction. Also, you were pleased with how we made sure your vehicle was sanitized properly during the vehicle appraisal process. You were also satisfied with us regarding how we accommodated your request and safety requirements due to COVID-19. (IE. We sanitized all touchpoints of your vehicle during the appraisal process and completed the entire transaction on the parking lot because you did not want to set foot in the dealership). You were thrilled with the entire process, to where you wanted to buy your next car from the dealership. However, a few weeks later, you saw that your vehicle was priced for $6900 on our website. We understand that you felt that we should have paid you more for your car. Unfortunately, we have to price our vehicles according to current market demands. As all dealerships, we price "FRESH" inventory at the highest margin possible; this does NOT mean we will sell it for that. Most customers just like you would want to negotiate and get a better price. When pricing our cars, we have to consider things like reconditioning cost, carrying cost, marketing cost, employee commissions, dealership overhead, titling cost, insurance cost, and various other costs. We also have to disclose to our buyers the fact that your vehicle has an accident, which will reduce the vehicle's value. Therefore it would be challenging to sell the vehicle for the asking price. We sincerely apologize that you felt you were misled. Clearly, that is not our intention.

Hi again, Ryan, we received your review on DealerRater, here is our response again: Ryan, I am so sorry that you had such a bad visit with us here. I...t looks like you were going to be financing with us so you did receive the $850 discount and as to the interest rate part of things that is fully dependent on ones personal credit and your credit does have some bumps and bruises which makes it difficult to secure a more aggressive rate. None the less we still fought hard with the lender to get them to help us out so we could secure the deal for you. Unfortunately, we were not successful in doing so and when we parted ways you were going to speak with a family member about co-signing with you so you can get a lower rate. And yes we offer to all of our customers certain protection packages that they can elect to keep in the deal or they can declines these protection packages just like you chose to do so yourself. We want to make sure we are doing everything we can to give everyone of our clients the opportunity to protect their investment. Now as to us selling the Jeep to another client we did sell it because you refused the offer that we could get secured for you.

Todd, we apologize for any confusion with the numbers. We have reviewed the emails between you and Madison. We can see where she stated, "If I'm able ...to secure the price of $5,000, are you prepared to leave a non-refundable deposit?". According to our records, the asking price of the vehicle you were interested in was $7,300. She never promised that we would take thousands off the price. She did mention that we will try and work with you. We certainly understand "if I am able to" could be misconstrued as a guarantee. We have discussed this with Madison as well as the rest of our customer service staff. This was a great training opportunity. We do appreciate you bringing this to our attention. Upon further review of your file, we don't see where we worked numbers with you while you were here. We also know that we tried to show you options that would fit your budget. Again we apologize for any confusion, that was not our intent, we wish we would have had the opportunity to present you the figures so we could have at least shown you what we were willing to do to help out. Anyone that is reading this, we work extremely hard to make sure our customers are fully aware of our pricing. Our prices are based on current market conditions. Unfortunately, we are not able to discount vehicles for thousands of dollars. However, we will consider any reasonable offer on any of our vehicles. Also, Lawrence Kia is one of the few dealerships that offer a TRUE LIFETIME WARRANTY. We are looking forward to taking care of your automotive needs.

We apologize that the experience with our dealership left a bad taste in your mouth. We have a third party company that prices our vehicles, and somet...imes the information transferred from the manufacturer doesn't always line up. Based on the price of the vehicle you chose, and the lack of rebates, we assumed it was an error on their part and raised the price accordingly as there are more rebates and discounts on HEV than on PHEV. As soon as we discussed our pricing with the inventory manager, the price was changed according to the current market and rebates. You also made an offer that was considerably lower than the online price that we rejected. If we can do anything further to earn your business on this vehicle at the true market value, please reach out and let us know.

Christopher, we completely understand your frustration regarding this matter and would like to apologize for the inconvenience that may have caused yo...u. Warranty Cancellations due to a total loss naturally have a longer than normal turnaround time due to verifications that are made by the warranty company, the lender, and the dealership. We sent the cancellation check to your Lender on March 19th of 2019, and we see that the check has not been cashed yet. Typically it takes about three weeks from the mailing date for us to see the funds being processed. However, we understand entirely from a customer standpoint how it can be very frustrating not having access to your money in one way or another. We are currently working daily with Christopher to resolve this issue. Due to the current state we are in, we are waiting 30-45 minutes on hold with the lender each day and not having any results. We will continue to have daily contact with Christopher until this matter has been resolved since we do not want to conduct business poorly after a sale has been made. We want our customers to feel comfortable making us their dealership for life. At the current moment, we are waiting on Christopher to provide us with proof of pay-off for the total loss vehicle so we can expedite the process and cut a check back directly to Christopher so he would not have to wait until US bank sends the money back to him. Christopher, we hope you understand that we are working as hard as we can to get this resolved for you and that you are welcome to call us anytime if you have any questions or concerns.

Sorry, we are not able to locate any information regarding you in any of our systems. Research shows there are three reasons why someone will submit a... review without an explanation. 1- If you are an individual that is working for another dealer, and you are submitting bad reviews due to jealousy and frustration of lack of sales or lost sales, (we truly wish you all the best, just work harder). 2- If you are an individual that happens to be a friend of a customer that might have had a bad experience, and you are trying to support your friend by submitting more bad reviews, we truly wish you would find another form of entertainment. 3-You, happen to be an angry former employee that might have quit or got terminated due to lack of performance. If you are not any of the three mentioned individuals, please call our customer relations department and submit a written complaint. We would love to hear where we failed you. Good luck.

Thank you for the great feedback! We are happy to hear that everything worked out for you with your purchase. We hope you are enjoying your vehicle, a...nd welcome to the family!

Aaron, we want to apologize to you, we dropped the ball. The vehicle you came into see was one that another customer had placed a deposit on and was o...n an extended test drive. Moreover, we did not give you the correct information about the remote start option. Because the vehicle is a Hybrid, the remote start is not an option on that particular vehicle. We did offer to sell the Fusion to you at the online price and install the remote start at no charge. This is a teaching moment for our staff, and we have addressed this situation with the appropriate team members. We sell over 300 cars a month because of our customer service, aggressive pricing, and free Lifetime Warranty and try to provide outstanding service before and after the sale. In your case, we failed, and that is not the way we do business. Again we apologize and hope to earn your business in the future.

Thank you for the wonderful review! We are happy to hear that Scott was able to take care of you! We cannot wait to see you again!