Cable Dahmer Kia of Lawrence

Cable Dahmer Kia of Lawrence responded

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 more 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.

Cable Dahmer Kia of Lawrence responded

Christopher, we completely understand your frustration regarding this matter and would like to apologize for the inconvenience that may have caused you. 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.

Cable Dahmer Kia of Lawrence responded

We want to apologize that your experience with us was not up to your expectations. We have been taking measures to keep everyone safe at our dealership. We have a sheet that is signed every hour showing that someone has sanitized the dealership, which is being done, we do not leave the items out for the public to see as not to make the lobby look cluttered. We also have been limiting people in the dealership at a time, but we, unfortunately, might have just gotten a little sidetracked with both service and sales customers in one spot. As with our used cars, we try to do our best to avoid imperfections as much as possible, but keep in mind that they are pre-owned vehicles so they will not be perfect. Our number priority is our customer's safety. We value your input, and we will take these concerns into serious consideration, and we will continue to further adapt during these challenging times. Again, we apologize for your less than stellar experience and wish you the best in the future with your car buying process.

Cable Dahmer Kia of Lawrence responded

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 on 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.

Cable Dahmer Kia of Lawrence responded

Thank you for the wonderful review! We understand that buying a car can be stressful and we want to make sure that your purchase is as stress free as possible! Nick is fantastic to work with and will make the entire process easy and fun! Welcome to the family!