Ourisman Chantilly Kia

I visited Ourisman Chantilly Kia on Aug 12, 2012 and traded in my 2005 Jeep for a used 2011 GMC. During the time of purchase, it was explained to me I had to pay a non-negotiable $389 “processing fee f traded in my 2005 Jeep for a used 2011 GMC. During the time of purchase, it was explained to me I had to pay a non-negotiable $389 “processing fee for consumer services” which covered Ourisman Chantilly Kia (Ourisman Chantilly Kia) processing the taxing, titling and license plates tied to each vehicle. There was confusion on the part of Ourisman Chantilly Kia’s Business Manager (BM) because I wanted to register the vehicle in West Virginia (at the time, I had dual-residency) because they didn’t commonly register vehicles in WV and were unfamiliar with the process. Regardless, I paid all fees associated with a WV registration. When I left, the BM was to follow up with me on my vehicle registration so I could be assured things were being processed as required. After three weeks, I hadn’t heard from the BM nor did he return any of my numerous phone calls. As it happened, I ended up selling my home in WV and, because my car still hadn’t been registered in WV (and my temporary VA license plates were due to expire in another week), I decided it might be easier for us to register the vehicle in VA. Approx Sep 1-2, I called Ourisman Chantilly Kia and spoke with a manager who was able to get the BM to finally return my call. The BM informed me I would likely be receiving a small refund because of the difference in sales tax but he would get me specifics when I came in to sign the VA Title application. When I went back to Ourisman Chantilly Kia (approx Sep 8-9), the BM wasn’t there, so another person processed my transaction. He told me I actually owed the dealership approx $20. We both agreed, because of the circumstances, they would cover the difference. On approx Oct 10, I received a call from an Ourisman Chantilly Kia Tax and Titling Clerk (TTC). Over the course of a few conversations, she explained they hadn’t received the title for the Jeep yet. I told the TTC the vehicle had a lien held by Suntrust Bank which was discussed and validated at the time of purchase and I recently received a letter from Suntrust Bank letting me know the balance had been paid (as agreed during the trade). I was then asked to contact Suntrust Bank to see if I could acquire the title and then send it to Ourisman Chantilly Kia. Between conversations, I also learned from my new lender they hadn’t received the titling info for the GMC. I was told if the titling info wasn’t received by my lender within 60 days from the date of purchase (Aug 12), I was at risk of having my loan changed from an auto loan to a personal loan (with a 12-20% rate increase). When I brought this up, the TTC told me my titling info was processed on Oct 3 with WV! After explaining why this was incorrect (and unauthorized), the TTC informed me the BM told her he had spoken with me and I approved the registration of the GMC in WV; I hadn’t spoken with the BM since Sep 5 and, at that time, it was crystal clear my vehicle was to be registered in VA. Worse still, I discovered the registration I was given for the vehicle had expired on Sep 30, 2012; meaning my car didn’t even appear to be legal to operate on the roadways. After conveying the critical nature of the situation, the TTC was able to coax the BM into calling me back. The BM explained to me because the cost difference of registering my vehicle in VA was actually $50, he (unilaterally) processed my registration in WV. At that point, the BM and I agreed he would retrieve the paperwork (from WV) and process my registration with the VA DMV by the close of business on Oct 12. As part of this plan, the BM was to call and update me throughout the process. The BM didn’t contact me again. Over the next two days, OKC continued to commit to calling me back with updates and they continually failed. In our last discussion, I asked the BM to have the GM call me after this was resolved. Again, I received no phone call and, even after I sent an email to the BM, never received confirmation the registration had been processed (as agreed). On Monday, Oct 15, (65 days from my purchase and almost 40 days from Ourisman Chantilly Kia “registering my vehicle in VA”) I called my lender who confirmed the titling info had been processed. Ourisman Chantilly Kia failed to deliver services, follow through with oral and written promises and misused my personal info. I was required to pay a substantial fee to have the hassle of processing my taxes, titling and license plates handled (in a timely manner). However I still spent countless hours to manage the process and chase down a VERY unresponsive Ourisman Chantilly Kia. I had a vehicle which wasn’t legal to drive because of Ourisman Chantilly Kia’s decision to unethically/improperly register the new vehicle to a state in which I was no longer living. Update: I found out last week that my info is incorrect with VA DMV (I am listed as having a WV address). The saga continues… More