AutoNation Nissan Tempe

We did have this call however, they had waited months to finally decide to try and "fix" the issue and anytime prior to attempt to fix have not fixed the issueThey had sold us a vehicle and any time we had asked to talk to ken D [redacted] in the first place, he had never responded until I finally got ahold of corporate and he chose his last day as general manager to finally call me and tell me he isn't the guy to contact anymoreThey didn't want to talk about other issues the only option was to "fix" the airbag light or get me into a new carIf I wanted or could afford a new car I would've gotten oneI want a reliable car which when they sold me the vehicle claimed was reliableThere is an inconsistent odometer that says I drove 3,miles in daysWhich makes no sense, unless it was tampered withThis company has been almost no help to us with our safetyAnd it would make sense for them to tamper with the vehicle considering my warranty would end soonerThey don't want to do business with us, only service and we have a contractThey are a huge corporation and should be willing to help more than just trying to get more money out of us by getting us to buy a new carFixing the vehicle is one thingThe day we tried returning the vehicle we wanted to speak to Ken and if his employees would have allowed this to happen instead of claiming they were all the general manager, maybe we wouldn't be this far with this issue

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below I would like a refund for the $documentation fees they charged meIt took a Revdex.com complaint to get any response out of this business! Nearly a month driving with an expired plate, multiple unreturned phone calls and emails and a fruitless face to face visit, I should get this fee refunded Regards, [redacted]

On Thursday January 5, Ken D [redacted] had a conference call with Ms [redacted] , Corey W [redacted] and Sara B [redacted] were present for, they had agreed to fix the last complaint/issue for Ms [redacted] , which is the air bag light

Spoke with [redacted] this morningHe had his plate by noon

Thank you for opening up the communication remarks back to usI’m sorry that you had to get back in touch with us; my initial response appears to have been unsuccessful using the link that was sent Regarding the case open involving Ms [redacted] I have compiled our response using the documents that were presented to Ms [redacted] during her visits and when she picked up her vehicleAs you will notice I added dollar amounts and datesI can also copy and email or fax your office any documents that correspond to Ms [redacted] caseThe only thing I can not respond to was the claim of two diagnostic feesOur record only show one visit with a single diagnostic fee of $ On March 10, [redacted] brought her Nissan Altima, Vin# [redacted] , had some front end damage that was not completely fixed, with 120,miles with a complaint of “check engine light is on and engine sounds loud” adviseWe had her sign off on an initial Diagnosis of $when she dropped off RO#The vehicle had the following codes, P(multi-cylinder misfire), P(catalytic converter sys-B1), P(ASCD SW cruise control inop), PH02SHTR osensor We found that that the spark plugs that were installed at another shop, were in fact the wrong size and lengthThey were too short to extend into the combustion chamber to be properly ignitedThis is one of multiple issues that are a possibly a direct cause of the list of problems and codesTheses were noted on the Multi-point inspection sheetHere is the following list Spark plugs $ Replace Catalytic converter and Osensor $ Spiral cable open circuit $ Missing intake resonator $ Right side motor mount broken and well as the front motor mount $ Both lower control arms bushings are split and will require replacement and alignment $ Alternator is noisy (internal bearings) $ Left inner CV boot is split and leaking $ Low side A/C line is leaking (A/C is under performing) $ Oil is dark and needs replacement$ While test driving the vehicle the hood popped up, causing damage to the hood and structure of the hingesThis is possibly occurred from the prior damage with a damaged latch from the accident priorWe notified the customer and told them we would get the body damage fixed$later and rental car of days that we provided at our expenseIt looked better than it when it came inWe also replaced the missing intake resonator at no charge to the customer The customer declined any repairs and or further diagnosis to the vehicle and paid the diagnosis fee of $ Please feel free to call me or E-mail me with anything else needed for this case Thank you, [redacted] AutoNation Nissan Tempe Service Director

Spoke with customer and found out that right after he subitted this complaint, that he was able to speak to Michael [redacted] one of our managersMichael received Mr [redacted] bank statement and was able to submit a check request for Mr [redacted] full refundWe have his full $check refund with our receptionist and Mr [redacted] is going to be picking his check up today

First of all, no manager spoke to my husband A message was left frim a woman regarding the incidentNeither one of of have spoken to a manager about this There have been messages left and no call backs ***, the main service manager called and left me two messagesI called him back indicating the best time to reach me......no follow up Left him a second message......again no return call Again, I repeat, neithet my husband nor myself have spoken to anyone by phone or otherwise about this If an apology was made, it was left in the first message from the woman that called and is not an appropriate response to the situation

It is an unfortunate circumstance that [redacted] is inI spoke with the warranty company to confirm the reason they did not cover this claim, the denial states they would not cover this because of continued use after a problem occurredAs far as the vehicle being towed before contacting him I cannot comment as Tempe Nissan was not part of that

[redacted] came in last night and spoke with ***They came to an agreement and [redacted] now has the truck [redacted] sent [redacted] and Email thanking him

To whom it may concern: In Response to Complaint ID: for Mr [redacted] Mr [redacted] purchased four separate warranties at the time of purchaseAppearance Protection, Nissan Maintenance (Lube, oil and filter changes), Tire and Wheel Protection as well as Vehicle Protection Plan (this would be the only "extra or extended warranty").Cost breakdown are as followed: Appearance Protection- $299Nissan Maintenance- $500Tire and Wheel- $ 299Vehicle Protection plan- $400Totaling: $1498Shown on page two of the attached documents.When Mr [redacted] canceled the warranty, the only one that was spoken about canceling was the extended contract, which in this case is the Vehicle Protection Plan as it provides mechanical breakdown protection, covers brake pads, wheel alignment, battery and other wear items not covered by Nissan’s manufacturer warrantyThe Vehicle Protection Plan (Extended Warranty) was canceled (please see page one of attached documents) and refunded back to the lien holder for the full $400.We would be more than happy to cancel the Nissan Maintenance and Tire and Wheel protection for Mr [redacted] , however, the vehicle appearance protection is a non-cancellable itemWe sincerely apologize for the miscommunication on what contracts had been canceled and look forward to working with Mr [redacted] to cancel the remaining Nissan Maintenance and Tire and wheel for him

Probably the worst customer service that starts from their customer service phone representatives, to their service advisors, to their service advisor management, all the way up to upper managementI haven't gone as far as reaching out to the general manager of Nissan, but after all my exhausting attempts to have issues addressed on a vehicle I have had serviced there and spent a large amount of money, I need to put a time side and get myself in the mindsetI have made near to different phone calls, attempting to have questions answered about service and as to why I have service lights going off, when prior to having the vehicle serviced at AutoNation Nissan Tempe I never had service engine light warningsThe service advisor named [redacted] misquoted us on one of the many services I was receiving, and said that he was going to give me a specific discount for itIn the end, I received less that half of the discount he promisedWhen after several phone messages left I finally got him on the phone, he claimed that he didn't say that and that he said something elseConsidering I was there with someone, and we both heard the same exact price and wrote the discount down after talking with him, it doesn't look good when you tell a customer one thing and change it laterAlso, coming from many years in customer service, over a small discount, I would choose to go with the customer is rightThe biggest mistake, is that I have more work to get done on the car, and now I am choosing to bring my business elsewhereIn addition to the many other services, I had also had paid for a motor mount that costed me about $and aced customer service to have [redacted] put the old mount to the side for me to see after the service, and when I picked up the car he said that he threw it awayIt's a common, and important practice to have the parts for customers that request them, so they can validate that the service was actually doneA close friend of mine in California owns several dealerships and stresses on the importance of validation, especially when paying a lot for the serviceAfter that episode, the service light has gone off after all my service trips to this dealershipI've tried to get the service advisor manager on the phone to talk with him about this issue because our service advisor is very difficult to get a hold of, unprofessional, and not very helpfulIt turns out after three attempts and leaving messages every time, there service advisor manager is a flake as wellIn fact, when I was specific about speaking with him, he finally just pushed my phone call back on to our service advisor instead of addressing my concernsAt this point, I am finished and might just have to give up on them all together because I am now under the impression that any more time I put into trying to contact management (no matter how high up I go), nothing will get resolved in the endMy advice is don't even for a second consider purchasing or getting any kind of service with this company, no matter how good the deal is! Go somewhere credited with good ratings that pays for Revdex.com servicesIt makes perfect sense now that I know they are not accredited by the Revdex.com, why AutoNation Nissan Tempe has such horrible rating, customer service, poor mechanics, and employees all together

Called at 9am to schedule a service appointment(We have purchased new cars in the last years here)Prompted to press for service on the phoneNo answerPhone returned us to the original messagePressed again, no answerRepeated this xPressed for operatorShe (Kelly) took our information and said service would call usNever didCalled back more times later hour apartTalked to Kelly again who said she would personally go to service and have them call usNo callCalled again and asked to speak to service managerLeft a voice message for Ryan J [redacted] to call usHe never didCalled more time hrs later and expressed my disappointment to KellyWE WILL NEVER BUY ANOTHER CAR FROM AUTONATION NISSANTERRIBLE TERRIBLE CUTOMER SERVICE

MY FIRST INITIAL HEARING OF THIS SITUATION WAS LAST WEEK ON TUESDAY [redacted] LEFT ME A VOICEMAIL AT MY DIRECT EXTENSION (###-###-####) EXPLAINING THAT HE WAS INQUIRING ABOUT HIS GAP CANCELLATIONWE CHECKED THROUGH THE FORMS AND GAP QUEUE AND DID NOT SEE THAT HE CAME IN AT ANY POINT TO DO THE CANCELLATION PAPERWORKWE VERIFIED THAT HE DID BY GAP LAST DECEMBER FOR THE QUESTWE CALLED AND LEFT MR [redacted] TWO MESSAGES, ONCE ON TUESDAY AND ONCE ON WEDNESDAY, EXPLAINING THAT WE DID NOT SEE A CANCELLATION FOR HIM AND THAT IF HE WOULD LIKE TO COME IN AND PROVIDE A PAID-IN-FULL LETTER WE COULD START THE CANCELLATION PROCESS FOR HIMWE ARE UNABLE TO PROCESS CANCELLATIONS WITHOUT A SIGNATURE AND PROOF OF PAID IN FULL LOAN/OWNERSHIP FROM THE CUSTOMERWE LEFT OUR CONTACT INFORMATION AND EVEN CONFIRMED IN THE VOICEMAIL THAT WE WERE RESPONDING TO HIS INQUIRY

[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it.] Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution would be satisfactory to me I will wait until for the business to perform this action and, if it does, will consider this complaint resolved Regards, [redacted]

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below.Since we owned the vehicle, we took it to be serviced only at this Nissan dealer.Each time we had requested to have a multi-point inspection performedThe mechanic completes a service form and checks "ok" at the fluid inspections Nissan is claiming this vehicle had the "incorrect fluid" in it based on a wrong coloringI asked the Nissan tech directly if there was a different color in there, why didn't they notice and say something then The Nissan Tech agreed - they should have seen it and said somethingThey never directly told us they found a wrong incorrect fluid colorIf they did we would have had it fixedInstead they claim to have said on two occasions that they recommended a coolant flushOur receipts show they only recommended the coolant flush the last time the vehicle was in for an oil changeThat was on August 4, 2014; the car was serviced at 44,milesAgain they never said anything about a wrong or different color fluid being visibleLess than one year later, at 46,miles (only 1,miles added), the vehicle had to be towedThe vehicle is years old; with low mileage and garage keptEach service we asked for a multi-point inspection and each time they checked "ok" at all the fluidsIt's suspicious that they recommend a coolant flush at the 44,miles oil change and not notice anything wrong with the fluid color thenIt's suspicious that the vehicle needed a coolant flush at only 44,miles when the manufacturer recommends a radiator flush every 36,miles for gently used low mileage vehiclesWe purchased the car at 37,milesWhether the flush was done by the previous owner or not, Nissan should have told us directly the wrong color fluid was there and they didn't until the car was towed thereThey have been servicing the vehicle since MAY of How long does the incorrect fluid color stay in there? Over three years? If so why didn't Nissan tech's notice it and tell us directly? If not, then Nissan is the one who put the wrong fluid in there and that's why they "discounted" the bill$is a lot of money when you paid $1,for a warranty that states the radiator is a covered part.We don't believe we should have been charged for this repairWe didn't mess with any fluidsWe took the vehicle to be serviced at the Nissan dealerWe kept the service recordsThe warranty should have covered this - why do you have a warranty then? Something is wrong here - there's a lack of professionalism, INTEGRITY and the golden rule to treat others the way you would like to be treated.Nissan admits they made a mistake reporting the mileage on the receipt and to the warranty companyThey didn't do THEIR DUE-DILIGANCE and verify the mileage; they just took what the tow driver said and used thatIf they can't get the mileage right; how confident can we be they didn't put the wrong fluid in the car Maybe Three on Your Side needs to investigate,Regards, [redacted]

To whom it may concern:
In Response to Complaint ID: for Mr*** ***
Mr*** purchased four separate
warranties at the time of purchaseAppearance Protection, Nissan Maintenance (Lube, oil and filter changes), Tire and Wheel Protection as well as Vehicle Protection Plan (this would be the only "extra or extended warranty").Cost breakdown are as followed:
Appearance Protection- $Nissan Maintenance- $Tire and Wheel- $ Vehicle Protection plan- $Totaling: $Shown on page two of the attached documentsWhen Mr*** canceled the warranty, the only one that was spoken about canceling was the extended contract, which in this case is the Vehicle Protection Plan as it provides mechanical breakdown protection, covers brake pads, wheel alignment, battery and other wear items not covered by Nissan’s manufacturer warranty
The Vehicle Protection Plan (Extended Warranty) was canceled (please see page one of attached documents) and refunded back to the lien holder for the full $We would be more than happy to cancel the Nissan Maintenance and Tire and Wheel protection for Mr***, however, the vehicle appearance protection is a non-cancellable itemWe sincerely apologize for the miscommunication on what contracts had been canceled and look forward to working with Mr*** to cancel the remaining Nissan Maintenance and Tire and wheel for him

The dealership has tried to help in numerous situations and has spent $4,after the point of sale to fix the vehicleEven after many confrontations with Ms***s boyfriend, that consequently lead to them being escorted off another AutoNation dealership’s property by the police, our dealership has still tried to help Ms***We would like to fix the remaining issue of the air bag light

There was no mentioning that any of these plans are non-cancellable!!! and when I called to cancel the deal was to cancel everything that I added the day beforeThere was no writing says thatI am not allowed to cancel anyIt only says that I can cancel everything within days with no fee (and I already within that time frame)The only way to get satisfied is cancelling all without any cancellation fee and refunding the full amount to me immediately!
and BTW, this is the first time I get that responsethere were no responses to my messages during teh past weeks!

Well I was so excited because on Sunday My wife surprised me with a new car for my birthday...YAY!!! It was awesome! We got so lucky to find a used car that had everything we wanted and more! But Monday night we realized that it was smoking when it was started so on Tuesday we took it back into Autonation Nissan in ***We got there after my wife was done with work, so it was later in the day, and we asked if someone could briefly look over the car to see if they noticed any issues right awayThey had someone look (well...they say they did...after this week I don't know if I believe them)I spoke with the manager over the service department and he told me that it would get looked at first thing in the morning and we would get a callI explained that I was working in the afternoon so I needed someone to contact me before 12...at 1:we still didn't hear anything so I called and got transferred to a service reps voicemailAbout an hour later, still nothing so I called again and tried to speak to the person who sold My wife the car...he was busy but told me he would give me an update soonNow it's around 4pm and still not a peep...you would think someone would call and give us an update right?!? I called again and was told the sales manager wanted to talk to me but he was busy so he would have to call me backSo I waited...now its 5:30pm so I called AGAIN...this time I call the service department and they tell me I need to speak to the Sales Manager, Frank C***I was transferred to sales only to find out that Frank had left for the day...SERIOUSLY?!? They finally put me in touch with Ivan again (*** ***) and he informed me my car had a mechanical issue with the engineSo not only do they have crappy customer service, (minus Ivwas great!), they also sold me a car with MAJOR problemsLuckily we were under the day grace period so we could return the carWe went in to look at other cars on Friday evening (we had to return the car this day because it was the fifth day)Now I am squeezing this in on Friday night before I have to go to work and after my wife was done with workWe found a car that we liked, though definitely not as much as the originalIt had a few features we wanted but we told them if we could get the same payment with adding leather seats we would take the carIt was newer with less miles but had nowhere near the extras that the original one hadThis Murano was an S and we original bought an SL...for those who don't know the Muranos, they come in S, SV, SL, and platinumSo we were basically going from top of the line to the basic modelYes it was newer with less miles, but not really what we wanted...but we figured if they would work with us we would take itThe best they could do was extend my loan to make my payments what they were for my other car and throw in window tint 'for our trouble'Hey AUTONATION NISSAN IN ***..I am not that dumbWindow tint costs you practically nothing! If you wanted to do us a solid 'for our trouble' you would've thrown in the leather seatsYour customer service is horrible, especially after you sell someone a car with a major engine issueBeware people...they are nice up front but don't expect much from the managers or service department

To whom it may concern: In Response to Complaint ID: for Mr*** *** We do apologize for the miscommunication and not canceling all warranties that Mr*** purchased and requested to cancel, we are more than happy to cancel the warranties for him and refund the lien holder.Unfortunately, the Appearance Protection is a Non-Cancellable/Non-Refundable product as stated on the back of the Appearance Protection contract that Mr*** signedThe documents have been attached for customer’s review, the first is the front of the contract signed, and the second document which is the back of the contract; underlined in section "8" stating "The Appearance and/or Windshield Protection products are permanently applied to the vehicle; therefore this Protection Product Guarantee is NON-CANCELLABLE and NON-REFUNDABLE.".Again, we apologize for this miscommunication and invite Mr*** to our dealership to meet with MrGeoff Lewelling, our finance Director, to get the Nissan Maintenance and Tire and Wheel Protection cancelled as we need Mr***’s signature so we may issue a full refund and send it to the lien holder on behalf of Mr***