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| - We had come to Mark Kia many times before, both for sales and service, and always had a very positive experience. That's what makes our most recent experience so shocking. When we met the sales rep to talk about a car in which we were very interested (2015 Kia K900), he showed us an initial set of numbers that included over $1,000 in additional charges for window tinting and certifying the car as a CPO vehicle. Since the Mark Kia web sites says "no unwanted add-ons," we were surprised. We made an offer that did not include those additional charges, and the sales rep took us into the "employees only" sales office to talk with two sales managers. We could not reach an agreement (and the two sales managers were very unfriendly, bordering on rude), so we left. During the next 48 hours we continued to communicate with the sales rep, who was very nice, and thought we had an agreement, so we went in on Sunday 2/27 intending to buy the car.
When we arrived, the sales rep presented us with a sheet saying we would agree to pay the full asking price, plus $495 for the certification. Although we had gone in expecting to pay less, we wanted the car and so agreed to pay full price, but not the additional $495; we wanted certification included (as the CarFax report on the car said it was, although the Mark Kia web site said the vehicle was CPO "eligible"). The sales rep took our offer into the sales office, and several minutes later one of the two sales managers we had met two days earlier came back to us, without the sales rep (who had been very pleasant, by the way). That's when things got ugly.
The manager didn't introduce himself; he just said "Hi guys, nice to see you again." He sat down and said "I wanted to explain to you where we are on this deal. We can't drop the price on the car, but we have dropped the price of the certification by $300, to $495. If that's not good, I understand and we just can't make a deal. " We said "No, I'm not going to pay that." Then the sales manager (he never revealed his name) said, "Then I guess we don't have a deal." Since we wanted the car to be CPO but felt that should be included in the price, we got up to leave. I started to turn around and argue that the web site says "no add-ons," but decided against it and said "Never mind." We headed down the hallway toward the showroom to leave.
The sales manager chased after us, nearly yelling: "Do you guys have any idea what you get when you buy a car from us, besides the car?" His tone was incredibly condescending and angry. My wife turned and said "Look, we are in our late 60's and have bought countless cars. We don't have to be "sold" like that and your tone is offensive to me." He said "I'm just trying to tell you what you get from us -- have you done your research, seen how competitive we are on our pricing?" She said, "Of course we have and It's not WHAT you are saying, it is the tone you are using with us. It's offensive." He said "I can be as offensive as I want; you just blew me off" (although he was the one who had said "I guess we can't work out a deal.") He added "YOU are the one who is being offensive to ME." At this point, my wife was getting really angry. I said "Ok, let's just talk about the car," but my wife had enough and said to me, "YOU talk to him about the car. I'm not talking to him about anything. I'll be outside." She turned and left, and as she walked away, the manager raised his voice and said "Are you just going to walk out?"
I stayed a little longer and said I was sorry if I had offended him by the way we had gotten up to leave. Instead of accepting or even acknowledging the apology, he continued to rant about how offended HE was. I said, "That's it; I'm done" and walked out.
We had come wanting and intending to buy the car. We didn't because of the sales manager's insistence on our paying an "add-on" of $495, but more important was how he talked to us. If he had been even a little bit nice, we probably would have paid the additional amount too; we really liked the car. Instead, we drove up to BMW North Scottsdale and bought a very similar K900 with more miles but a lower price - and had a very pleasant experience with their very professional sales staff. We'll still take our Kias to Mark Kia for service, but in the future we'll avoid their sales managers.
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