Customer support and complaint resolution: KEI Utility USA provides a documented process for questions, concerns and transaction disputes. Last updated: November 2, 2026.

KEI Utility USA is committed to clear communication, accurate vehicle information and a fair process for addressing buyer questions or concerns. This policy explains how customers may request support, submit a complaint and work with us toward an appropriate resolution before, during or after a vehicle purchase.

This policy should be read together with our applicable vehicle listing, written purchase documents, Returns & Refunds Policy, Payment & Deposit Policy, Vehicle Condition & Import Disclosure, Vehicle Warranty Policy and Shipping & Vehicle Delivery Policy.

How to Contact Customer Support

Customers may contact KEI Utility USA using the following official channels:

Our regular customer-service hours are Monday through Friday, 9:00 AM–6:00 PM; Saturday, 10:00 AM–4:00 PM; and Sunday by appointment. Holiday hours may vary. Online inquiries may be submitted at any time, although review and response normally occur during business hours.

Information to Include With a Support Request

Providing complete and accurate information helps us review a concern efficiently. When applicable, include:

  • Your full name, telephone number and email address.
  • The vehicle year, make, model, stock number, VIN or listing URL.
  • The order, invoice, deposit or transaction reference.
  • A concise description of the question or concern and when it occurred.
  • Relevant photographs, videos, inspection reports, delivery records or written communications.
  • The resolution you are requesting.

Please do not send sensitive financial-account information, full payment-card details, Social Security numbers or identity documents through an unsecured message unless an authorized representative specifically provides a secure method.

Support and Complaint Categories

We review support requests according to the facts and the documents governing the transaction. Common categories include:

Vehicle Listing or Availability Questions

If a vehicle’s availability, specifications, equipment or displayed information appears incorrect, contact us with the relevant listing. Inventory may be sold, reserved or updated without immediate synchronization across every page or advertising channel. We will verify the current information and correct confirmed errors where appropriate.

Vehicle Condition Concerns

Used and imported vehicles may show age-related wear, prior repairs, cosmetic imperfections or mechanical characteristics consistent with their age and use. A condition concern will be compared with the listing, available photographs, inspection or grading notes, disclosures, purchase documents and delivery records. Normal wear or a condition disclosed before purchase is treated differently from a material condition that was represented inaccurately.

Deposits, Payments and Pricing

Questions involving a deposit, payment, tax, fee, delivery charge or advertised price will be reviewed against the written invoice, deposit terms and applicable policy. Deposits do not automatically create an unlimited hold or a right of cancellation; the written terms accepted for the specific transaction control. Never send payment to a person or account that has not been verified through an official KEI Utility USA channel.

Delivery, Pickup or Documentation

For delivery or pickup concerns, provide the delivery date, destination, carrier information and photographs when relevant. Timing estimates may be affected by distance, weather, carrier scheduling, mechanical safety, permitting or circumstances outside our reasonable control. Title, import and vehicle records are handled according to the documents and timeline applicable to the individual vehicle.

Warranty or Post-Purchase Questions

Unless a separate written warranty is expressly provided, used vehicles may be sold as-is to the extent permitted by law. A post-purchase concern does not by itself establish warranty coverage. We will nevertheless review the transaction documents and explain any written coverage, third-party protection or support option that applies.

Our Review and Resolution Process

  1. Initial acknowledgment. We record the support request and may ask for additional identifying information or evidence.
  2. Document review. We review the vehicle listing, communications, inspection records, payment or delivery documents and applicable policies.
  3. Investigation. When necessary, we may consult the sales representative, carrier, inspector, service provider or other party connected with the transaction.
  4. Proposed response. We explain our findings and, when warranted, propose a reasonable corrective action.
  5. Escalation. If the customer believes important information was overlooked, the customer may request a management review and identify the specific disputed facts.
  6. Written closure. Material complaints should be concluded or summarized in writing so both parties have a clear record.

We aim to acknowledge routine requests within two business days. Complex complaints involving inspections, carriers, title records, third parties or technical evidence may require additional time. A response-time target is not a guarantee, but we will communicate material delays when practicable.

Possible Resolutions

The appropriate resolution depends on the applicable law, written agreement, timing, available evidence and nature of the concern. Where justified, a resolution may include:

  • Clarification or correction of listing or transaction information.
  • Additional documents, photographs or condition details.
  • Rescheduling an inspection, pickup or delivery appointment.
  • Coordination with a carrier, inspector or service provider.
  • A repair referral, parts guidance or other practical assistance.
  • A cancellation, refund, credit or other remedy when required by the governing agreement or applicable law.

No employee or representative may promise a refund, reimbursement, repair or other financial remedy unless the commitment is confirmed through an authorized written communication.

Customer Responsibilities During Review

Customers should preserve the vehicle and relevant evidence while a material condition complaint is under review. Unless immediate action is reasonably necessary for safety or to prevent further damage, contact us before authorizing major repairs, alterations, disassembly, transport or disposal of affected parts. Keep invoices, photographs and diagnostic findings. Unauthorized work may make it more difficult to determine the original condition or responsibility.

Customers must communicate truthfully and respectfully. Threats, harassment, fraudulent chargeback claims, fabricated evidence or abusive conduct may result in communication being limited to written channels, without affecting any non-waivable legal rights.

Independent Inspections and Third Parties

Buyers are encouraged to inspect a vehicle carefully and may request permission to arrange an independent pre-purchase inspection. Third-party inspectors, carriers, mechanics and service providers are independent unless expressly identified otherwise in writing. Their opinions, schedules and services are not automatically controlled or guaranteed by KEI Utility USA.

Chargebacks and Payment Disputes

If you believe a charge is incorrect, contact us promptly so we can review the transaction and supporting records. Initiating a payment dispute does not replace the applicable purchase, cancellation or return terms. We may provide transaction records, signed documents, communications, delivery evidence and disclosures to the payment provider as part of a legitimate dispute review.

No Waiver of Applicable Rights

This policy establishes a practical customer-service process and does not eliminate rights or remedies that cannot legally be waived. If a specific signed agreement conflicts with this general policy, the specific agreement controls to the extent permitted by applicable law.

Fraud Prevention and Communication Verification

Customers should communicate through the official contact details published on our Business Identity & Dealership Information page. If a payment instruction, invoice, social-media message or email appears inconsistent, stop and call (737) 225-3298 before sending money or personal information.

KEI Utility USA may verify identity or transaction details before discussing nonpublic order information. This protects customers from impersonation, unauthorized account access and altered payment instructions. Never send passwords, one-time security codes, full payment-card details or Social Security numbers through ordinary email.

Accessibility and Communication Assistance

If a disability, language barrier or technical problem makes it difficult to submit a support request, tell us what reasonable communication format would help. We may provide information by phone, organized email, accessible web text or another practical method when available. Accessibility assistance does not change vehicle availability, payment obligations or transaction terms.

Frequently Asked Questions

How quickly will KEI Utility USA respond?

We aim to acknowledge routine support requests within two business days. A complete investigation may take longer when a carrier, inspector, service provider or title record must be reviewed.

What should I do if my vehicle arrives with visible damage?

Photograph the vehicle and the affected area before moving, repairing or altering it when safely possible. Note the delivery time, carrier and condition on available delivery paperwork, then contact us promptly with the evidence.

Can I request management review?

Yes. Explain which fact, document or part of the initial response you believe was overlooked and request management review in writing.

Does submitting a complaint guarantee a refund?

No. A remedy depends on the governing agreement, applicable policy, law, timing and evidence. We will review the request fairly and explain the resulting decision.

Submit a Complaint or Request Management Review

Email info@keiutilityusa.com with the subject line Customer Resolution Request, or call (737) 225-3298 during business hours. Written submissions are recommended for material concerns because they allow us to review the facts and supporting documents accurately.