Gateway Kia of Denville

Bought a 2011 Optima 4-20-2011. I was impressed with Frank my sales person and Orlando the manager.No high pressure. I had a buy price and they made it happen, and this was with less than perfect credit Frank my sales person and Orlando the manager.No high pressure. I had a buy price and they made it happen, and this was with less than perfect credit and some issues with my trade in. I will buy again. I give them 10's all through out the process. More

The car was purchased on july 31st with leather and heated seats at Towne Kia in Denville, New Jersey. -The car delivered had cloth seats. - Instead of finding the car th heated seats at Towne Kia in Denville, New Jersey. -The car delivered had cloth seats. - Instead of finding the car that I ordered and paid for, they guaranteed a better than stock, custom leather job and after market heated seats -The car was sent out for the leather work and heated seats but was returned with the leather only and a ripped passenger side head rest. With in the first month of having the car, the leather was ripping and pulling at the seams. - We sent the car in to restitch the head rest, install heated seats, and restitch the seams. *Spoke to the service manager (Duane) about my concerns with sub-par leather work, unsatisfactory leather quality, which is below factory standards, and warranty concerns. -Car was returned one week later with: *heated seats * leather not fixed * broken driver side seat * broken passenger side seat * broken shifter knob The same day the car was returned, after noticing all of the issues with the car, I taped over all of the leather seams that were ripped and the car was sent out again for additional work. Around this time I called to file an official complaint with Corporate Kia against the Town Kia in Denville. That same day, corporate called the dealership to express my concerns to them although I personally explained everything through numerous phone calls and visits to the dealership. I received a call from Orlando, the sales manager, promising a brand new leather job that would be finished in a timely manner and given certificates for additional oil changes to be done at the dealership. The car was sent out again for an additional 2 weeks for the new leather job and to fix the damage that was done to the car. - Returned with broken driver side seat, passenger side seat, and shifter knob. - All parts were put on back order. New problems arose when the heated seats physically hurt on the high setting, and was undetectable on the low setting. The heated seats began working intermittently turning off while they were supposed to be on. The leather began melting on both the driver and passenger side seats due to the heating elements which began sticking out through the leather. On top of all of this, the passenger side air bag sensor would turn on when there was no one sitting in the seat, as well as turn off while someone was. A meeting was held with both Duane (service manager) and Orlando (sales manager) to express all of our concerns about the car. Nothing was resolved or accomplished other than being told they would try to fix the vehicle. We asked for all work orders, which they told us were non existent, and a signed letter stating what they would be fixing with a date the car would be returned. They would not oblige with our requests. Through this entire process I have called the dealership to speak to both Duane and Orlando as well as try to get into contact with Renee who had not returned my calls. I also visited the dealership on numerous occasions to discuss the status of my car, what could be done, how to fix the problems, and discuss my concerns. Another meeting was then had with the general manager of the dealership, Renee, to express all of our issues and concerns with our experience and vehicle. He guaranteed that he would personally take over the vehicle and speak to the leather shop (Eastern Sun) and assured our happiness with the final product. To deal with the broken driver side seat, he would take out a seat from another vehicle and install it into my car, which I was concerned about its safety. Eighteen days after I dropped off my car, and more than 5 phone calls to the dealership later, I finally received a call from Orlando. He left a voice mail explaining that he had a question about the color of the stitching I wanted. When I called the dealership back, Renee answered explaining Orlando was out for the day. He explained they told the shop to switch the stitching from red to black and grey. I explained I had always wanted red stitching, as it was agreed upon when we discussed the custom job, and wanted that put into the car. When I asked about the status of my vehicle, Renee raised his voice and said "that is none of your concern. The details are none of your concern. Leave it to me. I got what I wanted, that is all." He explained to me that the car was just being sent out for the leather job and it will be returned in two days. He was extremely rude and dismissive of all of the concerns I had for the vehicle. On February 14th I called corporate Kia to open a new complaint against the dealership and was told it was like "calling McDonalds because I have a problem with Burger King burgers". I tried to explain the entire process from beginning to end about the problems that I have had with the car and was told that he only wanted to hear about the present. The only thing they were willing to do was call the dealership to hurry the process along. I have not heard back from corporate even though I was told I would receive a call back from them. My car was sent in 28 days ago and I just received a on February 15th explaining that all of the work has been done. My concerns at this point are that the integrity, safety, and value of my car has been seriously compromised. I have tried calling Renee to pick up my car, but he has not answered his phone or returned after I left a voice mail. I went to the dealership on February 16th to check on the status of my vehicle and found that, although being told my car was completely fixed, the passenger side seat was still broken and the leather was already pulling at the seams. After waiting for Renee to talk to me for 10 minutes, he walked passed me, ignoring my presence, and straight to the car. I followed him out, handed him the keys and told him that since the car was not completely fixed, I would not be taking it back. He said to me that he would not be dealing with my stupidity and walked back into his office. Upon walking into his office, Renee and a few of his colleagues laughed at me until his colleagues walked out. He blamed me for the damage done to the car, told me I never called or left any voice messages, laughed in my face, yelled at me, belittled me, and told me he no longer wants to see my face and wouldn't be speaking to me any longer. After walking out of his office I spoke to a car salesman who told me that even though I was told Renee was the owner of the dealership, it is a lie they tell every customer. He explained he would not tell me the actual name of the owner because they did not want me contacting her. He explained that the dealership would not take the vehicle back because they spent too much time and money on it. More