Monroeville Kia

Monroeville Kia responded

Good morning Mr and Mrs Kauffman, My name is Jeffrey Iwanowski and I'm the General Manager at Monroeville Kia. I received a complaint/review from you in regards to the purchase of your 2022 K5. The only problem I have is I've never met either one of you and I did not work on the day that you were in, Saturday the 11th, . I just finished meeting with Rich Basile (sales manager) and Kyle McIntyre (business manager) who you both met and worked with to purchase your vehicle. It appears you started the transaction online at 10:17 am on 12/11/2021 and then called in at 11:13 am on 12/11/2021 spoke with a team member by the name of Sydney Horvatic in which you stated you were coming in on the K5 we had in stock and took delivery in less than 2.4 hours. During you and your wife's visit I was told by all managers and Sydney you all were very happy during the entire process. It's further my understanding this was a gift for your wife and a surprise. I was told she was outside in the car and then you brought her in and everything went along perfectly. Sydney stated you both were looking for the car for 6 months. It was your dream car and just loved it. Sydney set all your features online and helped move your personal items to the new car. Rich even gave an extra tank of gas to show our appreciation. I guess something happened on your end because on Monday the 13th you spoke with the Finance Director Irvin Krueger. He said you wanted to return the K5 that you bought on Saturday. He told me. He told you no, because the bank has already paid us electronically and your trade was already being certified in our service department. On the contract it states there is NO cooling off period and I reviewed the video recording in the finance office where the paperwork was completed and I'm happy to share with you where Kyle went over everything. The reason we do these things is to make sure everything is legally compliant and for training. I also reviewed the phone calls and at no time was anyone unprofessional or rude. To address the staffing of my store. My team has a 4 day work week for family life balance. I keep people off on various days also to protect our customers and team in the event of a Covid 19 outbreak as well. Other than the bad storms where the store lost power at 4:30 pm, I had proper staffing for sales and service. I'm more than happy to discuss what issues you are having and help find a solution to whatever the issue is. I've CC'd all parties involved in the event I missed something. Thanks, Jeffrey Iwanowski

Pittsburghe responded

Jeff I am sorry you are not holding the unprofessional one responsible for their phone interactions! Sydney and Rich are awesome sales people very respectable! Did the job hired to do! But I was trying not to say name is person in review who was unprofessional. But I am glad I keep that person off here for your dealerships sake. Sales people Rush and Sydney at your location are great people and handled every step they were supposed to with us! But when a customer is not happy and get no response from either person because off days I called back. The person I talked with was supposed to put Jeff on phone but seemed waited a few minutes got back on and just said nothing we could do to fix our disagreement on taking car back or getting old car even after asking to get car back by buying it back! Got a lot of magic step a ways like slight of hand type talk. To put vehicle online the same day I offered to buy back was not how it should have happened! Jeff general manager should have talked on phone and calmed the problem a little before just letting some with a puffy chest give information or anything. I found this unprofessional in every way. Nothing bad happened from Sydney nor Rich! Unprofessional comment was for the after phone calls made to dealership!

Monroeville Kia responded

Thank you! You made a great choice with the Kia Sportage! We appreciate you choosing Monroeville Kia and for the great feedback. Happy New year!!

Monroeville Kia responded

Thank you Penny. Happy to hear that we are with the extra drive! We appreciate your business.

Monroeville Kia responded

We are so happy that you enjoyed your experience with us! We appreciate the great review and look forward to working with you again soon. Safe travels in your new Kia Sorento!

Monroeville Kia responded

Cyndee, it is unfortunate that you are having alignment issues with your 2012 Kia Sorento. However, as you stated to our General Manager on the phone, you recently had struts added to your Sorento by someone that did not work for our dealership,…nor did they work for a Kia dealership. In your comments, you referenced that you would expect and should get better service when taking your vehicle to a dealership that sold and serviced that make and model. Yes, we agree, perhaps in hindsight, it would have been best to have the struts added by a Kia certified technician at a Kia dealership and not an independent. We stand behind our Kia-trained and certified mechanics, however, we cannot be responsible for services that were not performed in our service center. In the future, our recommendation is to not have an independent mechanic service your vehicle. Manufacturer-certified technicians are trained to service their vehicles, and to add OEM parts and accessories to meet the exact specifications of that make and model.

Cyndee responded

It really isn’t worth a response. I would expect for you to blame qualified and may I say certified mechanics that work outside of your establishment. I just never have experienced such disrespect to a “paying” customer, I never experienced condescending remarks from someone that should be more “people” oriented, sharpen your people skills and you may be a better person, and manager.

Monroeville Kia responded

Thank you so much for the 5-star rating and kind words!

J.Rose responded

Welcome!

Monroeville Kia responded

We are disappointed that you perceived our staff to be unprofessional. Our goal is to provide service to every customer and treat each and every customer in a professional manner.