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| - On 7/15/15 I traded in a 2013 Kia Optima which I had previously leased from Mark Kia. I returned to this dealer because I was leaving my lease a few months early and since it was my first lease I did not want any surprises. I contacted the sales person through their website and followed up by stopping in a few days later. They found me a 2009 Kia Borrego which fit my towing needs much better. I was asked what my payoff was on my Optima. I logged into my account via my phone and requested a pay off for my lease. This lease is through Kia Motors Finance. I was quoted a payoff of $20818.24. This number was relayed to my sales person as he was standing in the doorway to the mangers office. With that trade-in amount we were able to negotiate a deal and an acceptable payment. In finance I noted they did not have my address correct on their forms. The finance manager insured me they would correct this issue and we proceeded. I then questioned the payoff as they were showing it to be $19,150. He said at that point that he had just called and that was the "correct payoff". All my paperwork shows my Optima as being a "trade-in" vehicle. We signed papers and were out the door with our Borrego. Around 8/10/15 I received a bill in the mail from Kia Motors Finance for a remaining balance on my Optima for $890.99. I called KMF and spoke to them. I was upset that the payoff was $20818.24 yet they had released the title after accepting $19, 259. I was told Mark Kia did NOT take my vehicle in on trade but took it back as a "early return". Basically that I forfeited the vehicle, and then it was placed on the auction site where Mark Kia bid on it for $19,259. I was told since they did not take the vehicle in on trade it is sold the highest bidder. They even said Mark Kia may not have purchased it and I verified my Optima is listed on their website for sale. On 8/10/15 I called Mark Kia and spoke to the finance manager, Juan Rodriguez. Juan said he would look into it and after several calls back to him without any answers I was finally transferred to Jack (unknown last) who was identified as Juan's boss. I explained what happened to Jack and he said my trade was NOT handled correctly. Jack said it should not have been "parked" as an early return and should have been a trade in and the full $20,818.24 paid. Jack explained it was "just a mistake" and they would either "re-park" the vehicle with a higher bid amount or pay my balance of $890.99. On 8/24/15 I called KMF and they had a note in their system that they were waiting on paperwork from Mark Kia to show the vehicle as a trade in instead of an early return and then the balance would be paid by Mark Kia. I then contacted Jack with Mark Kia again and he said he was currently sitting next to his manager and said they had contacted KMF and thought it was taken care of. He said he would follow up and reassured me they would handle it and I would not have to pay this balance. Jack said he would call me when it was taken care of. I never heard from him. On 9/1/15 I called KMF and found nothing had changed since my last contact with them on 8/24/15 and they showed I still owed the balance. I then called Jack again and was put through to voice mail which I left a message and have not heard back again. Also, as part of this transaction I was issued a 45 day temporary plate for my Borrego. As of 8/24/15 I had not received my new registration and had not received anything from my new lender. Juan assured me there was a mix up at MVD and that my new tags would be in within a few days. He said they called MVD and it was being sent expedited. On 8/29/15 my temporary registration expired and I had yet to receive new tags. On 9/1/15 I called and left a message for Juan that I had still not received my registration. I had not gotten a return call from Juan. On 9/2/15 I called AZ MVD to see if they could help. They ran the VIN on my Borrego and said they don't have any paperwork on that vehicle at all. She said Mark Kia would need to send in the paperwork. On 9/2/15 I attempted to call Juan who was not in and then attempted to call Jack. I was told he was not available. At this point I could not reach anyone, had an outstanding balance of $891, and had been pulled over for expired registration. To resolve filed a complaint with the BBB which did no good. I proved to Kia Finance that I traded the vehicle and they finally waived the charges, no thanks to Mark Kia. I had to threaten legal action to finally speak to someone at Mark Kia and did receive my registration 2.5 months after purchase. And not to be picky but they promised two $25 gift cards which were never received yet they told the BBB that I received them. Don't do business with this company. Look up reviews. Don't trust the BBB rating, research it yourself. I lost close over 30 hours on the phone resolving these issues and Mark Kia blamed Kia Finance, MVD, and lied about the gift cards. Just buy elsewhere.
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