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Worst customer service experience with RK Auto

Complaint
Review by 162324 on 2012-02-09
Rating: StarEmpty StarEmpty StarEmpty StarEmpty Star
VIRGINIA BEACH, VIRGINIA -- I had a terrible customer service experience with RK Auto and will never buy a car from them again, nor will anyone I know. After being made to stay there for over 4 hours, and them not letting us leave- it was an overall a very negative experience. The primary issue I have is that the salesperson promised to throw in roof racks, and said it was a secret so not to say anything...she kept making the selling point that the roof racks were worth $300 and she would have them put on by the guys in the shop (another $70). After we waited for over an hour for the paperwork to be drawn up, I signed to buy the car, returned home to clean out my car and came back to pay. When I came back to the office, the sales person said she wanted to call me, but didn't, and let me know that the roof racks would not fit my car. Then the only thing they would do for me was give me the roof racks so I could sell them myself...which by the way, when I looked online there were many racks that were not selling, and they were only going for $165. There were a few other complaints I have that I do not want to get into online.

I called the dealership to address my complaints, and give them the benefit of the doubt instead of writing a complaint. The manager I spoke to said he would call me back in one day yet never has.
Comments:2 Replies - Latest reply on 2012-02-13
Posted by TomKline on 2012-02-10:
Dear mlubas2,

Thank you for your comments.

I agree with you that one of our managers should have returned your phone call. I am sorry that it happened. I apologize.

I hope you will call me, so that I can fix the issues that you reference in your comments. I want to help you and we pride ourselves in having helped customers in this area since 1925.

Please call 431-6507 so I can begin to work on your situation.

Thank you for your consideration.

Sincerely,

Tom Kline
Controller
Posted by mlubas2 on 2012-02-13:
Within a day of my comment being posted I was contacted by one of the sales members I worked with, and offered a meeting with the sales member and a manager. I was skeptical about the meeting, but I am extremely pleased to report that I was treated very kindly and respectfully and my issue was 100% resolved. I greatly appreciate the care and value RK auto places on customer service. Thank you.

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