Andrew Vela

Gerald Kia of Matteson responded

Issiah N. - Thank you once again for your feedback. You state that the Lifetime Warranty was discussed verbally. I have no evidence of that but I will talk to all parties involved. Our Lifetime Warranty is not something you are charged for. It is complimentary for vehicles that it applies to. There is no reason for us to not allow you to have it. It is a Lifetime Warranty with no mileage or year restrictions. No one else that I know of offers this kind of warranty. The negotiated price has nothing to do with the carfax. In fact the ONLINE price reflects the condition of the car and the carfax - which is VERY CLEARLY and TRANSPARENTLY posted on our website for every customer to see prior to coming into the store and is free for all customers. You state the carfax shows moderate damage. Once again - it would be accurate to state the carfax shows "minor to moderate" - and that is factored into the price displayed online. We then agreed to lower the price to $10,710.54 to make the vehicle affordable for you. That is less than the wholesale value of the vehicle according to JD Power and KBB. We agreed to correct an issue that ended up to be very minor on the vehicle and held the vehicle. We could have not promised you to have the vehicle fixed by Monday February 11th because Monday was the 10th - and visiting on Saturday the 8th - there is no way we could guarantee to have the vehicle fixed the next business day - or the 11th - which was a Tuesday. Then you state the car was ready Wednesday - the 13th. However Wednesday was the 12th - so it seems you have a lot of information incorrect. I can agree it sounds like a lot of confusion - on your end and possibly a mistake on ours if you were verbally told that there was a Lifetime Warranty on the vehicle. But there is absolutely no reason for us to promise something and then purposefully not give it to you. It is a warranty that comes on all vehicles that it is applicable for - complimentary. It sounds like we did everything we said we would - give an outstanding price and take care of a needed repair and later presented the exact number we spoke about. We did not change our numbers. And when it was apparent a miscommunication occurred my employee graciously took money out of his pocket to provide a your uber ride home and an additional amount to grab food. The only delay on your down payment return is because you now are preventing us from returning that deposit to the card it was placed on - which is a standard policy. Best of luck in your shopping. Thanks again.

Gerald Kia of Matteson responded

Thank you for correcting yourself in your some of your previous inaccuracies - with regard to the date - we have been open every day this week and so the "snowstorm" had no bearing on our ability to sell you a vehicle. And whereas the date corrections in your words "do not change the facts" - they do bear to the significant issue at hand. You are one hundred percent inaccurate in your account of how you were treated. We would have absolutely loved to sell you the vehicle you wanted, at the price you wanted and with the warranty you wanted. The warranty is not available on that year vehicle. Regardless of want - we could not add the warranty to the transaction because it was not possible. If there was a miscommunication - which I am able to reasonably comprehend could happen... it certainly would not have occurred purposefully to in order to obtain any deal - let alone your deal - basically a wholesale transaction. We could literally have the vehicle wholesaled for the amount you agreed to. The carfax - you said was a moderate damage that significantly effected the price of the vehicle. Yet that actual carfax shows minor to moderate - and was posted on the website and visible to you or anyone weeks before you came to the store. The price was negotiated based on the generosity of the manager working the deal and nothing less. What was once priced at $15,285 we were willing to sell you for $10,710.54. I took the liberty of plugging that number into our software that scrubs the internet and all the major car websites to compare and contrast the price, miles and equipment. Based on the $10,710.54 price and today's market - the vehicle is not only the very best priced of it's kind within 1000 miles - it is the very best priced of it's kind with miles as a factor. So - your analysis of the pricing we gave you is completely without base. One thing you are correct on is the true loss - time. Time for everyone involved. Our extensive efforts to help you and your time in negotiating and trying to push an outstanding deal to one that was not possible. If there was a miscommunication at some point - which happens from time to time - we can do one of two things . We can apologize and try to move forward in a productive manner - or we can begin making baseless accusations and place intent where there is none - which accomplishes nothing. I am writing this response so that those reading these reviews can see we are a dealership that offers a complimentary free product to try to help bring value to our customers - never to mislead someone for no other purpose other than to waste time for all parties on what otherwise would be only a transaction based on a relationship gained and void of any profit motive Thank you once again for your feedback and best to you in your search -

Gerald Kia of Matteson responded

Isaiah - Let's be clear. I am addressing all the issues YOU are bringing up. No one is deflecting anything because it is completely unnecessary. You came in on a vehicle priced aggressively online and negotiated the price down well over 2,000... $4000 under average retail value. You are correct - we never questioned the price. We held a vehicle for you with several other buyers interested and a signed commitment from you on file with no Lifetime Warranty stamp. We reviewed the entire transaction before you went into the business office which you signed again. You went into the business office and brought up the Lifetime Warranty. You agreed you wouldn't buy the vehicle without something you said you were verbally told five days earlier and we agreed that we couldn't add the warranty because it was physically impossible. We graciously gave you money for transportation and food for the ride home and apologized for the miscommunication. You went home and recreated your version of what happened, with incorrect dates, inaccurate carfax data - hidden away yet posted publicly on the very website you visited before coming to see us, verbal commitments and other inconsistencies. We are and have been very sorry for whatever miscommunication you feel was malicious on the part of the salesman that spent hours going over the vehicle with you, arranging the additional service, working to get you the very best deal, having the vehicle ready cleaned and gassed for you, and the business manager that took money out of his very own pocket while apologizing for the miscommunication so that you could get back home without additional expense. We truly hope you find that perfect vehicle - with a Lifetime Warranty, low miles and at a wholesale price which will make you a fully satisfied buyer. Once again thank you for the opportunity and best fortune to you going forward. Hopefully reasonable buyers can see for themselves there is a big difference between an honest dealership trying to do everything within their power that they have in order to assist and make a fully satisfied customer happy - yet falling short, and a dealership that is portrayed as misleading, malicious and operating with bad intent.

Gerald Kia of Matteson responded

After all the communication the customer would not allow us to return his $3,000 deposit to the credit card he had used - as is our policy. He demanded to get a check or cash. As we were in the process of mailing the check to the customer we found out he had disputed the charge to his card. Fortunately - we were able to cancel the check, Otherwise the customer would have had a $3,000 check from us and we wouldn't have had the money from the card. There was no further communication that this was being done on his end after all the pressure to provide a check. Very dishonest, misleading and unprofessional. It speaks volumes about this customer.

Gerald Kia of Matteson responded

In an effort to make everything clear and transparent. The customer has been in communication every day since the transaction was cancelled. Our office is not open to cut checks on the weekend but Monday morning a check request was issued and a check was cut. Being a corporation, we need a signer present at our location before the check can be mailed. It was communicated through multiple means that the we would be cutting the check Monday which was as fast as humanly possible. The check was signed on Tuesday and in the mail for pickup Wednesday when we by chance noticed the deposit was disputed. Between the multiple forms of communication it would be impossible to be confused about this. We absolutely have no intentions on disputing the credit card refund. We have since sold the vehicle the customer was interested in and our only wish is nothing more than to finalize our business with Isaiah!!

Isaiahjazz01 responded

I am disappointed that your response misrepresents key details of my experience. I want to set the record straight. The Lifetime Warranty Was Confirmed Multiple Times One of the first questions I asked was whether the vehicle qualified for your Lifetime Warranty. Shaun checked with the sales manager and confirmed that it did. This was not a misunderstanding—I asked about it directly and received verbal confirmation. Additionally, the price agreement letter I received had the warranty written on it. The Negotiated Price Had Nothing to Do with Goodwill The vehicle was listed online for $12,994, and we agreed on $12,500 out the door because: The vehicle had a Carfax report showing moderate damage, which was not initially disclosed—this was clearly not a "clean" sedan. The vehicle had a check engine light on during the test drive, which was also not disclosed. The Dealership Delayed the Sale Multiple Times After agreeing on a price, you stated that the check engine light would be fixed by Monday, February 11th. I arranged an Uber to pick up the car that day, only to be told while en route that the repair hadn’t been done. The car wasn’t actually ready until Wednesday, February 13th—two days later than promised. You Changed the Terms of the Sale at the Last Minute When I arrived to complete the purchase, I was suddenly presented with paperwork stating the car had no warranty. I immediately questioned this and called Shaun, who once again confirmed that it did come with the warranty. The finance manager told me to sign, saying he would "get me the warranty" afterward. Why would I sign paperwork stating there was no warranty if it had been promised to me all along? When I refused to sign until I saw confirmation, Andrew finally admitted there was no warranty. I Refused to Purchase the Car Due to These Misrepresentations At that point, I requested my $3,000 down payment refund. I was told there was no cashier available and that I would have to come back another day to get my money back. I Have No Reason to Fabricate This Issue I have a full-time job, a family, and other responsibilities. I wouldn’t waste my time leaving a negative review unless I had a genuine reason to warn others. My frustration isn’t about the price—it’s about the dealership’s dishonest tactics and failure to honor its agreements. This experience was defined by misleading claims, repeated delays, and a refusal to provide an immediate refund. I walked away because I refuse to do business under those conditions, and I am sharing my experience so others can make informed decisions.

Isaiahjazz01 responded

Below is my response

Isaiahjazz01 responded

Hello, I appreciate the opportunity to clarify a few key points once again: The pickup date was indeed scheduled for Monday, February 10th, as confirmed by Shaun on Saturday, February 8th. On Monday, while en route, I was informed the car would not be ready until Wednesday, February 12th. Due to a snowstorm, I could not pick it up until Thursday, February 13th. These small date corrections do not change the fact that I was misled multiple times. The Lifetime Warranty was not just a verbal agreement—it was explicitly written on the offer letter alongside the agreed-upon price and the check engine light repair. This was not a misunderstanding; it was confirmed again by the salesperson on the day of signing. The price was negotiated based on the condition of the vehicle, which included a check engine light and an accident history. The KBB Fair Market Value in good condition ranged from $11,500 to $13,400. At the time of the deal, I did not know the exact cause of the check engine light, which is a legitimate concern. The idea that I somehow took advantage of professional salespeople is misleading. Upon arriving to complete the purchase, I was presented with paperwork that excluded the warranty, despite it being part of our agreement. When I questioned this, I was pressured to sign documents that directly contradicted what was promised. The true loss here is my time and the unnecessary costs incurred due to your dealership’s last-minute changes. Your response suggests that this was a simple misunderstanding, but the facts remain: I was promised a warranty, that warranty was removed at the last moment, and I refused to sign under misleading terms. I also find it telling that while you were quick to correct minor date discrepancies, you are using that as a way to cast doubt on the entire experience—when we both know that the core issue remains unchanged. That, in itself, speaks volumes. I’m sharing my experience so other customers can be aware and make informed decisions. Thank you.

Isaiahjazz01 responded

Let’s be clear: I was explicitly told—multiple times—that the car came with a Lifetime Warranty. That was a major factor in my decision. Only after committing to the purchase was I informed it wouldn’t apply. Trying to shift the focus to pricing and transportation is just deflection. I never questioned the price YOU agreed to—that was your decision. Once that agreement was made, I expected it to be honored. I received both written and verbal confirmation of that agreement, only for it to be reneged at the last minute. The bottom line? I was misled. Prospective buyers can decide for themselves what that says about this dealership.

Isaiahjazz01 responded

For clarification here - the card that the transaction was placed on was lost - therefore I was not able to use said card for the refund. From there i contacted the business multiple times on early in the week to see if i could get a check and was told i would get a call back. I disputed the transaction for two reasons 1) Confusion as to when/ if i would be issued a refund 2) No clear communication from the business. I was never informed of anything involving a check through the mail, and would have happily canceled my dispute had this been communicated to me. I have purchased another vehicle and am happy with my deal/ purchase, and am sure the dispute will work out as well.