Complaint Review: Suntrup Kia St. Louis MO - St. Louis Missouri

Jan. 29, 2010 I suspected the deal was shady when the finance manager, Carlos, refused to let me see the numbers on paper. He fiddled around with paperwork trying to distract me. When I did see the contract I saw the price of the vehicle had actually increased AFTER my down payment and friends/family discount had been applied. A $19,900 SUV after a 2K down payment ends up being $20,500 BEFORE the finance charges!! Carlos tried to sell me GAP insurance, stating the finance co. requires it, which I refused. He told me I had to have the 100K mile warranty as well or the finance co. would turn us down. I was also told it costs Suntrup 2 grand to "sell" this loan to us and they can't come down on the price of the SUV or they would lose money. So that "fee" is passed on to us, the customer. Feb. 10, 2010 Drive Financial calls to verify my info. I asked the rep about this so called 2k fee they supposedly charged Suntrup to sell us this loan. She said the finance manager was NOT supposed to tell us that & they could no longer finance our loan. I asked if they required us to purchase the 100K extended warranty & she said absolutely not. She said she was going to call Carlos immediately to terminate our contract. I talked to the salesman & Carlos that day & they said for me to bring the SUV back immediately. I said thats fine & asked about the 2K we put down on it. They said they'd send it to me in the mail. Umm.... I'm supposed to trust these liars to get my money back to me after the lies I was just told? My husband then called the Carlos later that day & told them they will get their car back when we get our money back. The car is in the garage safe & when they get our 2K check ready for us we'd be more than happy to give the car back. Carlos told my husband he was calling the police on us & hung up on my husband! Now THATS customer service. Feb. 12,2010, I drove the car to the dealership & returned it. I asked the salesman for our check & he said they don't cut checks there & I'd get it in the mail in a week. I said that's not good enough because I need our money back so we can find another vehicle. He refused to budge so I asked for the accounting dept. He said they didnt have one. He referred me to BJ in the finance dept. I started to ask BJ if there was any way he could do me a huge favor & work on getting the check to me that day & before I could even open my mouth he began to tell me in a very loud, ignorant matter "You heard what the salesman said, we don't deal with checks here. I'll call the office later and request it." I said I really need my check and I can't wait a week. He replied in an even nastier tone "Look, you are getting your check next week and thats it" At that point I interrupted him by asking him who in the F he was talking to like that. He stated loudly "You are lucky you have a relative working here or your butt woulda been outta here a long time ago!" I was shocked & asked to speak to his supervisor immediately. He said his supervisor was Carlos who is the one who gave us this bogus deal to start with!!! I asked to speak with Carlos's manager. He brought out Jeremy to speak to me. Jeremy was way more concerned with his new cell phone than to speaking to me. I told him I really needed my down payment that day. He said "ok no prob I'll see what I can do." I said I appreciate it because I really need to work on getting another car fast. To this Jeremy replied "Well you had a car" . I said yes but I was lied to & the finance co. refused the loan. At that point Carlos and Jeremy BOTH became very agitated & said "we dont lie to our customers" & turned & walked away from me. I said hey, we are still talking here. Carlos told me to leave immediately or they were calling the police on me. So I left. Still no refund on my down payment as of Feb 18th 2010.