Mikul Brown

I am writing to formally express my frustration with the service I received regarding a replacement key for my Kia Telluride. Last Thursday, I called and spoke with a representative who quoted me $279.99 service I received regarding a replacement key for my Kia Telluride. Last Thursday, I called and spoke with a representative who quoted me $279.99 for a key fob (without the physical key insert). At no point during that conversation was I informed of any additional “maintenance” or service fees. The following day, after my vehicle was dropped off, I received a call from Mariah stating there would be an additional $250 charge described as a maintenance fee. While this significantly increased the total, I accepted it since I needed the key and understood the situation would likely be more expensive than initially quoted. However, when I arrived to pick up my vehicle, I was told my total was $618. This was far beyond what I had been led to expect. When I reviewed the receipt, I noticed questionable charges, including: * $6.99 for “lube, gloves, eye protection” * $89.99 listed simply as “miscellaneous” When I asked staff to explain these charges, no one could provide a clear answer. I then requested to speak with a manager, as the pricing was inconsistent with what I had been told and lacked transparency. The manager approached me in an abrasive manner and asked, “What is it that you want?!” I calmly explained that I expected to pay the price quoted to me or, at minimum, receive a clear explanation of the added charges. Instead of addressing my concerns professionally, he instructed the front desk employee to “just give her what she wants.” Ultimately, my total was reduced to $540 after taxes, but the experience was unacceptable. The lack of transparency, unexplained charges, and unprofessional behavior made it feel as though I was being taken advantage of. As a customer—and a military service member—I expect honesty, clear communication, and respect. None of those expectations were met during this interaction. I am requesting: 1. A clear, written breakdown of all charges associated with my service 2. An explanation of the “miscellaneous” fee 3. Assurance that pricing practices will be communicated transparently to future customers I hope this issue will be taken seriously and addressed appropriately so that other customers do not have a similar experience. More

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