Spitzer Kia Cleveland

(Zero Stars if able)BUCKLE UP, IT’S A LONG ONE. Visited on 7/11/22. My search started off on a bad foot as I just purchased a Santa Cruz in December but due to me moving, and it not being set up Visited on 7/11/22. My search started off on a bad foot as I just purchased a Santa Cruz in December but due to me moving, and it not being set up to tow lead me to need a new vehicle with a AWD and a Tow Hitch before I left the lot. I am fully understanding of the stock issues with new vehicles currently. That is why I wanted to make sure they could help prior to spending my afternoon at their dealership. As I arrived at Spitzer, I was greeted by Crystal/Krystal. Prior to me walking into the show room, I explained to her my needs and asked is she was able to help. She said she could so, we proceeded to go in and sit down. When Crystal explained the process we filled out paperwork that said everything that I was looking for and needed in a vehicle. Like the above, that I needed AWD and I need a tow hitch as I am moving cross country on Sunday. Obviously, we all know how car dealers are so, the sales manager John/Jon told Crystal that I would need a co-signer. I said something along the lines of “I just sold my house I have cash and money isn’t an issue. I have enough to buy a Telluride flat out and money talks so why don’t we let Jon know that and tell him to reconsider the co-signer.” This was all said with smiles, jokes, and laughter. Crystal came back and was laughing she liked the old school phrases I used we laughed and moved forward in viewing cars. The first car Crystal wanted to show us had unfortunately sold online overnight. So she brought over a Telluride. I was told it had all the “nonnegotiables”. Test drove it liked it, it’s a really cool car for the techy parent. It was just WAY more than I need. We went around looking for other vehicles equipped with the tow hitch already we found a few so we went to check on them or I had suggested what if you install the tow hitch (they agreed they would install a tow hitch on whatever vehicle I chose during the 2 hour New Vehicle Inspection, Crystal told me about during the last test drive.) I test drove a Sorento, so much fun, I fell in love with it. I wasn’t too thrilled about the numbers as I wasn’t really wanting to get a new vehicle. We test drove some used vehicles as options as well. Ultimately after some internal debate, and coming up with a solution to lower the payments in the near future, I agreed to go forward with what was told to me was the “top of the line” model had AWD, and then asked about the tow hitch. When that happened, Crystal said I would need to schedule service for that. I was obviously a little perplexed and told her no. It is important that it is on there and I have the ability to attach a ball mount and the trailer and go before I leave the lot with it. This sent them into a scramble as Finance was just about ready and I ended up getting called back while they were still trying to figure it out. Jeremy, Finance Manager, the only good person in this story, calls me back to do paperwork. I told him that they were still trying to figure out the tow hitch. He suggested we wait and see what they said. Jeremy and I start talking about why I’m trading in my brand new Santa Cruz with less than 6k miles on it. After hearing my situation Jeremy was empathetic of my situation and we started small talking. Into the doorway peers the first person I suggest Spitzer fire, and I suggest no other customer service based industries ever hire, Sales Manager Jon. Jon and I had spoke a couple of times briefly throughout the day. And mind you, I had never raised my voice at any point, I hadn’t even cussed other than while talking to Crystal and Jeremy. Jon had created this whole narrative in his head about who I was and how I had been acting all day that couldn’t have been further from the truth. Jon then says he was able to “call in a favor” to have a mechanic they sold vehicles to install my tow hitch. He told me that they were going to be able to install it tomorrow. Since I live an hour away I really didn’t want to drive back up there. I can’t find where I left off but Jon agreed to deliver Tuesday and said Wednesday the moment my agreement left my lips. Jon started turning red and his voice started shaking. He pause and apologized and said “I’m getting heated” I replied “I can tell Jon.” I ended up telling Jeremy we are good I just don’t want to speak to Jon anymore. As I’m sitting there Jon’s behavior kept telling me to just walk away. I voiced that to Jeremy and he said “you want to kill him right now.” I replied “oh I want is fn job”. We sign anyway. All is well we go to leave ring a gong I bought a new car! I’m excited. Thinking I got everything I wanted back in December. I wasn’t given my paperwork or my debit card back so we turn around to go get it. Here my debit card isn’t attached to the folder they made me when I first arrived, no, it’s in Jon’s personal wallet. They run my card. Offered to bring my paperwork when the drop off the car. Missing out on the joy of my new car, I hop online to look at photos. As I’m scrolling through admiring all the cool features, I notice it says FWD. I emailed Jeremy, simply expecting him to email me when he got to the shop today. He emailed me back to let me know he got the email and would look into this. (Give Jeremy a raise). Morning arrives. I text Crystal to let her know what I discovered she said she would look into this when she get to work. I called in and they discovered they lied. They sold me something that wasn’t what I was told it was. Crystal then told me that the Telluride I test drove first wasn’t even AWD. After telling them I just want the down payment overnighted as a check to me, because I didn’t want to have to wait as I wasn’t going to be in the state and wanted it resolved before I left. Several hours went by and just before I got home to call them, I received a call from the second person I think Spitzer should fire, and no other customer service industry should hire, Sales Manager Mel. Mel, calls me and just says he’s from Spitzer and he doesn’t run the store. I tried telling him I just want to cancel the sale and get my money back. He demanded I let him speak, offered me a lower model trim. I said no that’s not the option. I told him “the option is to cancel the sale and have the money overnighted or ret-“ he cut me off and said “oh, you’re going to be a tough guy all demanding behind the phone” I replied “I’ll come be a tough guy to your face too mfr” and hung up. I called Jeremy I told him I only wanted to communicate with him or the GM. They ended up not communicating with me and just refunding me. Don’t shop here. Terrible customer service. And they acted like this because their GM is out of town. More