Keffer Hyundai

Keffer Hyundai responded

She was informed by a friend who was a technician that the airbag light could have been from a seat sensor that costs 2k to replace. We are not able to shut off airbag lights. All we can do is to reset the sensor and allow it to reprogram itself. If it didn't reprogram than we would have had to replace it. We held the vehicle for a week driving the vehicle to get the airbag light issue to duplicate itself and also the parking issue she referred to in her complaint. Neither issue could be duplicated. During this time we provided her with a loaner vehicle and asked her to return the vehicle on Thursday. She refused to return calls and showed up at the dealership on Monday wanting us to unwind the deal. Furthermore she came with a friend and left our loaner car at home even though she knew we had been asking for its return. After talking with the customer and assuring her that we had reason to put her in an unsafe vehicle I offered her a gesture of goodwill of a 3 month or 3,000 miles warranty at no cost.

integrity responded

First, I would like to explain that I am a single, retired woman living on a fixed income. Other than a friend going with me when I purchased the car and the meeting I had with Mr. Faria and Mr. Ashad, all information gathered, and steps taken in an attempt to work my way out of this mess have been by me by myself. There have been kind and honest people at other dealerships who have given me information and tried to help as much as they can. What I have found out is this vehicle should never have been put on Keffer's lot for sale in its current condition. It should have either been repaired before selling or sent out to auction or wholesale, or whatever dealers do when they get a trade in. Now, these are the facts. I purchased the 2011 Kia Sorento from Keffer Hyundai on the afternoon of 12/5/15. That evening I noticed the airbag light was on. I looked it up in the owner's manual and it said to take it to the dealership to get it fixed immediately. Researching the internet I found that an airbag light was common for this vehicle and would cost about $2,000.00 to fix. The NHTSA (National Highway Safety) had several reports of airbags not deploying in the 2011 Sorento when involved in accidents. I have a job picking up children from school and I need a vehicle that is safe. At 9 AM Monday (12/7) I went to Keffer and talked to Bob Ernsberger who sold me the car, told him about the airbag issue, that I wanted my old car returned and my money back. All he would agree to do was to reset the sensor so that airbag light did not show, told me to come back if it came back on and he would talk to his manager about getting my money and car back. On Tuesday (12/6), while pulling in to my doctor's office, the car would not go into park or reverse. It did the same thing when I pulled into a shopping center that afternoon. I took the car back to Keffer, told them I had kids to pick up at 3 PM, again asked for my money and car back. Mr. Ashad said he would look at my car, gave me a loaner, and that he would check with his manager about getting my old car back. In the meantime, I talked to the mechanic at Kia Gastonia, who last serviced the Sorento about the problems I was having. He could not give me information without seeing the car but He said the vehicle not going into park or reverse was a common problem with this model and knew how to fix it. When I told him about the airbag light and that the code coming up as a seat sensor he said that was about $2,000 to fix and I needed to ask for my money back. I told him Keffer was not cooperating and he said that showed a lack on integrity. I did not hear back from Keffer until Saturday night. I stayed with a friend Thursday and Friday nights and did not get home until Saturday evening. When I got home there was a message on my home voicemail (left Thursday night) and an email (left Saturday) from Bob Ernsberger that the problems with my car had been taken care of an I could come get my car. I had my cell (Keffer has the number) Thursday and Friday and was not contacted by them on that number. I called Keffer's service department first thing Monday morning (12/14) to ask what work had been done on the Sorento. They said the only work done was resetting the sensor on 12/7. I asked for a face to face meeting with Mr. Faria. The friend who was with me when I purchased the car drove me to the meeting. My intention for the meeting was to let Mr. Faria know what the service department at Kia Gastonia had told me, ask again form money and old car back, and hopefully, they would let me keep the loaner until this was worked out. Obviously, at that point, I still had faith and trust in Keffer Hyundai. What transpired during that meeting left my friend and I in tears. I will be describing the meeting in a much nicer tone than what Mr. Faria used. Basically, he told me there was no problem with the Sorento and they could not fix a problem that was not there and they could not see. He said the service department at Kia Gastonia were lying. He said the car had passed a state inspection done at their dealership and that if the airbag light was on it never would have passed (NC inspections DO pass cars with airbag lights on), that all his cars have warranties, that I was trying to con and bully him when I told him that the loaner was not with me. After the meeting I told the person who processed the car paperwork, Mr. Myrick, that he had not given me a copy of the warranty. Mr Myrick said there was none. Mr. Myrick then went to Mr. Faria to tell him there was no warranty, Mr. Faria told him to write one up. There was absolutely no good faith in this gesture and when I went to pick up the warranty on 12/15/15 Mr. Faria had written on the warranty that the start date was 12/5/15. On 12/17 I took the car to CarMax to see if they would buy it. When the salesman looked at the sales invoice from Keffer he shook his head and said they way oversold me the car. He said he could not take it, advised me to keep it and when I told him about the airbag light he said that is a safety issue and I needed to get rid of the car. Subaru of South Blvd offered me about $6,000 less than I paid for the Sorento as a trade in. I went to Hendrick Kia and had a diagnostic done on the Sorento, below are the results: Range Sensor (codes) Fail Cost $ 168.82 Brake Switch (codes) Fail 121.47 OCS Mat/ECU (airbag light) Fail 1,890.00 Two TPMS sensors Fail 274.22 Perform Brake Fluid Exchange Fail 105.32 The car also needs power fluid exchange service and cooling system service...around $250.00 The 3,000 mile, 3 month warranty I was given covers none of this. The only warranty I would qualify for at this point is over $3,000 and that does not cover the approximate $2,000 seat sensor. The hole continues to get deeper.

Keffer Hyundai responded

Thank you so very much for choosing us! We appreciate your business and hope to work with you again in the future!

Keffer Hyundai responded

We're so happy you are enjoying your new vehicle! Thank you so very much for your kind review and for choosing us!

Keffer Hyundai responded

Thank you for your feedback. We appreciate you taking the time to come to our dealership and hope to work with you again in the future.

Keffer Hyundai responded

Thank you for your kind words and recommendation! We are truly grateful for your business!

Keffer Hyundai responded

It was our pleasure to assist you in finding the right vehicle for you! Your experience matters to us and so does your business! Thank you for choosing us!

Keffer Hyundai responded

How exciting! We look forward to working with you again and thank you for choosing us!

Keffer Hyundai responded

Thank you for continuing to come back to us! We appreciate you!

Keffer Hyundai responded

We look forward to working with you again! Thank you so much for sharing your experience and we truly appreciate your business!

Keffer Hyundai responded

Your experience really matters to us! Thank you for your kind review, recommendation and for your business! We hope to work with you again in the future!