Boomer Kia

Boomer Kia responded

As the GM of Boomer Kia I take pride in the level of effort my service department provides to every customer. We always welcome any customer's feedback and will try our best to make every customer happy. It doesn't benefit us at all to not fix a car. The complaint has a couple issues I need to address: First-We don't approve or decline anything related to the engine or transmission when it comes to a warranty claim. That is up to either the factory or extended warranty company. All we can do is provide information about the condition of the vehicle along with any service records the customer provides. I'm sorry the transmission had issues, but I'm thankful the warranty paid for the replacement. Second-Sludge in the engine---We submitted to Kia for warranty to pay for all the repairs, but because there was sludge in the motor they requested the service records proving the customer properly maintained the vehicle. The customer stated her son did the oil changes and couldn't provide documented evidence of the oil being changed. So, KIA declined it. Not us. Why did they decline it; because the customer was unable to prove the oil had been changed in accordance with the factory recommended schedule. This is precisely why we encourage every customer to either have their oil changes documented by a Kia dealership or maintenance facility that can provide records if requested. Third--The $3550+ repair referenced was not what we said would completely fix the issues. When the initial inspection was completed we recommended the engine be replaced due to the existence of sludge in the engine. The $3550 was to clean out the engine and basically put a "band-aid" on the problem. The service advisor even typed on the repair order that we recommend engine replacement at that time (not the patch approach). But, the customer stated they could not pay the $7500 for a new engine. We then provided an option of only replacing / repairing the parts that sludge affected. As I stated before, we want to make every customer happy and we want to fix every car, but sometimes customers choose a less expensive avenue. I'm more than willing to discuss this further if needed. James Wade

Boomer Kia responded

Mr. Henning-As I communicated to you yesterday; this type of behavior is not encouraged, trained, or condoned. As the GM of Boomer Kia everything that happens here is my responsibility. I truly apologize for your experience. It's embarrassing and it is being addressed. I appreciate you emailing with me and I do hope my offer of resolution is accepted. Congratulations on your new vehicle and if I can help in any way in the future please contact me directly. James Wade

Boomer Kia responded

Good Morning-First, my name is James Wade and as the GM I want every customer to be happy. Situations like this are extremely rare. Dealer rater is not a site we or any of our customers utilize very often. We have been open almost 10 years and this is the 214th post overall. Most of the initial posts are from the prior dealer. Now, on Google we have over 3,000 5-Star reviews because this is not how we do business. We want happy customers. Also, I really wish the review had a little more context. We don't just "decide" to not pay a customer's loan off. It doesn't benefit Boomer Kia at all to put a customer in a vehicle only to pull them out of it a few weeks later. Every day, customers are approved pending a few stipulations set by the lender. If those stipulations are not met, then the financing will not be finalized. In those rare occasions the customer has to bring the vehicle back to the dealership. I feel terrible this. I genuinely do. If you would like to visit further my direct line is 405-724-7285 and my email address is james@boomerkia.net.