ComplaintsforVictoria Motors, Inc.

• Initial Complaint

  10/04/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Transaction was done Friday September 29, 2023 noticed the vehicle didnt have cruise control, no key fob, arm rest called Monday October 2,2023 for a resolution Tried talking to the General Manager and have been having nothing but the run around. Emails sent, messages left with the front desk lady. asked to see if we could work some kind of agreement out to get me out of the contract Called my finance company and was told that they have no information on the vehicle, hasnt been funded, they dont get contracts for 2 weeks. Sales Manager at Victory Kia tells me there is nothing that can be done since its been fully funded, but that the gm could possibly do something about it. But then I get a call back and hour later that he said no I am a single mother of two girls and I thought I was going to be able to financially be ok but with how work has been and then now no child support as expected I tried to get in contact with the dealership to help me some type of way. I was told I could surrender the car and I had left it there yesterday October 2,2023. They at first told me to go park it across the street since they cant legally have it left at the store but then said they will make an expecting this time. They did a full walk around the vehicle and I asked to have a paper stating that I left it there. I do have pictures as well of the vehicle parked there. none of this is making sense to me and I do not understand why the General Manager isnt replying back to me in general when I have wanted to speak to him. I didnt want to talk with the Sales person anymore, but yet he had to be included in my conversation and have his say so in it. Victory Kia has failed me and they say they are all about customer service! I still have my contract, and the paper that I signed when I left the vehicle

  

  Business response

  10/04/2023

  I am the General Manager of Victory Kia. My name is *************. I have not been available because I had Covid and then my children and wife got sick as well. This is the first day I have been back. Nonetheless that is no ones business but I am stating it for the record. **************** signed contracts after having looked at the vehicle and KNOWING it did not have cruise control and keyless entry on the 2023 Kia **** Victory Kia has done absolutely nothing wrong in this case. **************** made numerous reasons why she didn't want the car between cruise control and then letting the sales person know the real reason that she was desperate to bring it back was that she had lost her job. At various times there was also someone named "***************" or "*******************" calling the dealership either demanding to speak with me or acitng like he was trying to by a car and asking salespeople about myself and where my office was etc... For the safety of my employees and because we elected to we have reversed the contract and have the vehicle back in our possession. WE DID NOT HAVE TO DO THAT BUT AFTER GETTING A CALL AT MY HOME ABOUT THE UNEASE OF OUTSIDERS CALLING ACTING LIKE THEY WERE TRYING TO FIND INFORMATION ON MANAGERS OR MYSELF we decided to do it. This matter is resolved. And this complaint is completely frivolous. We will contact the authorities if there is any other calls from a "***************" that make employees feel at unease. Please Close This Case. 

   

  Thank You,

  *************

  Customer response

  10/04/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Regards,
  
  *****************************

• Initial Complaint

  11/21/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased my vehicle on 4/27 from Victory Buick GMC. The sales agent told me about a paint warranty that cost $1,332. I paid for paint warranty but did not receive any supporting documentation.On May 5th (1 week after) I left a message and no answer. I called the dealer various times and no one returned my call. My last attempt was - sending a text message to the sales agent requesting more detail.This dealer is an hour and thirty minutes away from home - I considered driving to the dealer but decided to dispute the charge with **** instead.On July 21 - I finally received the information requested when **** bank provided dealer documents on my **** mobile app. During the past months, I thought I paid for something for nothing in return - since I had no documentation to support the warranty.I want to continue submit my dispute to shed light on my experience - as I feel the dealer violated delivering for the services I was charged for. I want to get a refund for my payment. Thank you,********************* ********

  

  Business response

  12/01/2022

   

  ********************** was shown and disclosed all documents during the transaction. The amount he refers to is the Aftermarket Products we offer and charge for on vehicle transactions. ********************** had agreed to all the elements of the transaction and then asked us if he could charge the amount of $1332 on his credit card instead of including it in his check for the vehicle. We agreed. The next day or so ********************** immediately called his credit card company and tried to block the transaction. We considered that to be the same manner as paying for services or goods with a check and then purposely canceling check. We turned the manner over to the ** and were instructed to let his credit card company know the circumstances and then refer it to them. Citibank is currently looking at the matter. We believe we have done nothing wrong nor will we allow our reputation to be slandered because someone agreed to buy products and then tried to just cancel the charge on his credit card. I consider the matter fraud. He has brought up attorneys etc.. So I cannot have any contact with him. I appreciate your neutral position at looking at this matter.

   

  Thank You,

   

  *************

  General Manager

  Victory Buick GMC 

  Victory Kia

  Customer response

  12/28/2022

  Complaint: 18437908
  
  I am rejecting this response because:
  
  

  As previously mentioned, the dealer failed to provide supporting documentation for my $1,332 purchase. This information was not given to me on 4/27/22. I pursued the effort of obtaining the documentation up until I exhausted all my options. Since I was unable to connect with the dealer, I disputed the transaction with **** bank on 6/15/22. Moving forward with the dispute was my best course of action as I felt the dealer was deceptive and irresponsible.
  
  Mr. **** claims I disputed the transactions the next day or so but that is a false statement. To put things into perspective, the transaction took place on 4/27/22 (vehicle purchase date). I disputed the transaction with **** Bank on 6/15/22 (49 days after the authorization). Please keep in mind, I waited 49 days before disputing the transaction. This is more than adequate time to get the information via mail or email. On 7/21/22 the dealer provided **** bank the documentation (85 days after authorization date of 4/27). Up until this date, I had no proof of the respective warranty.

  
  Regards,
  
  ********************* *********

  

  Business response

  01/11/2023

  I have attached the Declination of coverage document that all customers are shown when they are purchasing a vehcle from us. It clearly shows the date of purchase and ************************** signature on declining *************** Agreement, ********************** and Gap Coverage. The other lines are not signed because they were not declined. This is what we sent to the credit card company after the accusal made against Victory. The credit card company has made their decision on this. When other products are offered and then paid for separately within a cash transaction the only way that could happen is the products were elected to be bought. I appreciate the BBB on all matters. This matter has been decided by the credit card company. Thank you.

  Customer response

  01/17/2023

  Complaint: 18437908
  
  I am rejecting this response because: I do not accept the response by the business to resolve this complaint. 
  
  Regards,
  
  ********************* *********

• Initial Complaint

  11/30/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  My vehicle was left in the service department of this dealership 8 days ago November 22nd. I was told I'd have a diagnosis by end of the first day 6pm. Never received any calls so I called by end of day the second day to get no answers and no promised return calls. Third day I was finally contacted after 2pm and told it was nothing on the service departments end but the warranty department that would not respond or approve the claim. I asked for the warranty **** number 3 times by this conversation and still got nothing. I was on foot and **** or ******* from service refused to supply a loaner. I tried again before closing on the third day to get any information I could being that the next day was a holiday. Again, no answers and no returned calls. Still on foot for Thanksgiving! I called and left several messages with the front desk on Friday and Saturday and not a single call was returned. She would always put my calls through then pick back up saying, they're busy, would you like to leave your name and number for a call back? **** called Monday morning stating the claim was BARELY approved, parts were ordered and they'd be in and vehicle ready for pickup by end of day Nov. 30th! I call today the 30th to see what time I can pick up my truck and of course now it's tomorrow! I did get the warranty **** number and called to check everything on their end. They received the claim at 11am on the 23rd and approved it within 1 hours. They also stated this person from the service **** should have had my truck ready within 2 days with waiting on parts and the repair was only 2.5 hours of work. I've been calling repeatedly since speaking with warranty knowing they still have 2.5 hours left before closing to complete my truck and they refuse to answer in service or put manager **** or ************* on the phone!

  

  Business response

  12/22/2021

   

  We apologize that *************** was upset. There have been massive shortages in parts available and extended times longer than expected to get parts. We are doing our best facilitate all customers in light of these circumstances. I was out of town the day she called and *********************** our service manager did get with her initially and tried to explain the situation to her and my people here at Victory are instructed to alway try to whatever they can within our means to help every customer. I know the first conversation ****** had with her was not productive because he was trying to explain the situation. I understand the frustration. When she came to pick up the vehicle ****** again talked with her and we feel the matter is resolved now.

   

  Thank You,

   

  **** York

  Executive Manager

  Victory Buick GMC

  Victory Kia

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