Kipo Cars of Lockport

Kipo Cars of Lockport responded

We have reviewed your response and have addressed your concerns with the staff involved in this matter. After reading your concern and listening to the staff I feel I can address the situation. Please do not take this as an excuse because we take the proper professional treatment of our customers very seriously. When trying to obtain credit for our customers there are many variables including the individual’s credit payment history. In some cases the customer has premium credit and the process is quicker and other times we have restrictions put on by the bank based on that customers payment history. If the later of the two is the case for any customer this can include dealing with several banks, requesting and receiving documentation as requested by each of the banks, vehicle selection that fits into the banks parameters, customers needs and price range. So, the process can take days sometimes a week or more to put all these variables together and get a proper approval that fits customer, bank and dealership. However, we do understand your frustration and it appears that you were not informed on a daily basis of where your deal was in the process. I apologize for that not happening. Sometimes we take for granite that the customer is aware of how long this process can take. As far as the day that you spoke with Rich, the reason he wasn’t given any information is that we value the privacy of our customers and didn’t want to share the details with any of the staff that is not directly involved with obtaining finance. That information is only shared between the business manager and the customer. When you came in on Saturday and requested your refund in cash, unfortunately we do not keep cash at the dealership and even if we did have it on hand in order to keep our refunds recorded we issue a company check as our verification of your refund and only issue it to the customer on the bill of sale which comes from our accounting dept. That needs to be requested by the business manager and processed by our accounting dept. If we were informed that you would be in for a refund on Saturday we would have processed the request and been prepared with your refund check promptly. Please accept our apology for the lack of updates and your regretful experience we hope you better understand the process we must go through sometimes to get an auto loan for our customers. It is sometimes daunting task and frustrating for our staff but we try to do our best to get all parties on the same page. We are sorry that we could not obtain a loan for you at this time, however we appreciate you bringing this lack of communication and professionalism from our staff to our attention and addressed it promptly, so that we can better serve our customers in the future. Sincerely, Keith Lucas Vice President KI PO Automotive Group.

Kipo Cars of Lockport responded

Kipo Cars of Lockport wrote on 11/1/2013 2:59:27 PM: Dear Sir, Miss, Please accept my apology for the confusion. We have tried to work on the advertisement equipment issue on this type of vehicle for sometime however, our software company continues to tell us that because it pulls the information based on vin from the manufacture it is not possible to change. We have however, added a disclaimer to these types of vehicles with Tech packages. I did speak with Ron who is a new sales person in the auto business and all sales staff about the importance of verifying equipment by going out to the vehicle and researching it ourselves to avoid errors such as this. Then calling the customer back with most current information. I am very sorry that your final comment had to be that we are crooks, quite the contrary we have been in business since 1967 and I assure you that we did not lasted this long by being deceptive. I also think that based on our score over the net it speaks for itself. Our goal is to make customers, not loose them. Unfortunately we can make mistakes, but try our best to limit them. Please feel free to contact me at anytime to discuss this further if you would like. I do thank you for taking the time to look at our vehicles and I would be willing to personally handle any future needs if you would like. However, I think knowing Ron he feels terrible that he did not meet your expectations and would like the chance to redeem himself. I wish you the best in your search for a new vehicle. Sincerely, Wayne Wilhelm President KI PO Automotive Group.(Reviewer has read this message) sosolly wrote on 11/2/2013 7:53:40 AM: Dear Wayne, Thank you for your correspondence and I accept your apology. I was very upset coming all the way from Orchard Park to see a specific vehicle that was described incorrectly both in print and verbally by your salesperson. I explained to Ron that I needed accurate information before coming for a test drive. As you know that information was not correct and after it was discovered to be incorrect by Ron nothing else was done. A good representative of your dealership could have offered to show us different vehicles, offered incentives, etc. but nothing was forthcoming. Sincerely,