Jim Marsh Kia review: unethical behavior and poor customer service

I leased a Kia Forte in 2014 and my lease ends on April 10, 2018. Over the last few weeks I have been speaking with Kelly, Internet Sales, at Jim Marsh Kia in Las Vegas, NV regarding my lease end options and expressed interest in purchasing a used vehicle. Kelly has been wonderful in assisting and has been very helpful. In order to determine what my actual options are, Kelly made an appointment for me with Cash Twist for 6:00pm on Monday, March 19, 2018.

At this point I want to share with you how incredibly awful my experience with Jim Marsh Kia ended up. My husband and I arrived at the dealership at 5:50pm with the Kia prepared to turn it in and make a deal on another vehicle. We asked for Cash stating we had an appointment at 6:00 pm. Cash walked toward us and explained that he had an "Executive" he was working with and he was the only Sales person "at this level" to deal with this customer and he had to turn us over to "Arsenio." Mind you, this was not a good first impression as aren't all customers treated equally as important?

Although Arsenio was very pleasant, he obviously was very young and new in his job. Let's just say he did his best. We explained to him why we were there - to determine how much was going to be owed on the lease end and see if we could make a deal on another used vehicle, and he said, okay let me get the paperwork. He asked for my keys and then came back to our table with an odometer reading and asked me to sign it. I did sign the original and a copy. At this point, we went out to the lot to look at the used vehicles. We did not see anything that we liked and Arsenio pressed the fact of us buying a new Kia. We told him we were not interested in any KIA and did not want anything brand new. At this point, I said, "we have about 3 weeks left on the lease, this gives you all time to try to find us another vehicle and us time to look at our options." Arsenio said "No problem - let's go in and I'll get your key."

Once back in the showroom, Arsenio brought Sal with him to our table. Sal basically reprimanded me for not wanting to purchase a new Kia and told me all the fees I was going to be charged for the lease end of my current Kia. I told him I was completely aware of and prepared to pay the fees for the lease end. He told me I was crazy for wanting to spend about $2, 000 for nothing when I could use that money toward a new Kia. I again reiterated that I was not interested in a new Kia and wanted to just keep the car until the actual lease end date and make a decision then.

At this point, Sal's voice and temperament became unacceptable and he said I already turned the car in, it was in the system and I couldn't have it back. I asked him if he was kidding? He said "You turned it in didn't you?" I said, I came here to try and make a deal on another vehicle. How can you keep my car when I have 3 weeks left on the lease? He said, "You signed the paperwork." I was flabbergasted. I honestly did not know that signing the odometer was releasing the vehicle before we made a deal on another car. Sal's behavior and conduct was completely unacceptable.

I was so upset I asked him for a courtesy shuttle home (since I have no car now) and he said "it's after hours, there is no shuttle." My husband and I walked out and called for an Uber ride home.

Once we arrived home, I called Kelly and let her know what had happened. She was extremely sympathetic and apologized as I was clearly emotionally upset. She said she would contact her Director and let her know what happened. About 20 minutes later, Kelly called me back to let me know she couldn't get a hold of the Director (as it was now just before 7pm) and that she would speak to her first thing in the morning and give me a call. This was excellent customer service and Kelly should be recognized for this.

As I write this letter, I am still astonished at how we were treated. I could have never expected this scenario to occur and I am demanding some type of apology and retribution. I will contact not only you, the General Manager, but also Kia Corporate to make them aware of this situation and the poor customer service we received, in addition to Kia Finance USA regarding the final payment of a vehicle no longer in my possession.