Pacific Nissan

Dear Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
there is an ongoing claim filed with the Federal Trade Commission of the United States ( FTC on FTC.gov ) against this dealer for the same subject and the same complaint and for misleading consumers on many other levels and subjects related , and they are many customers as they did the same to themalso the $they owe me as a refund on my extended warranty and other insurance I cancelled with them I never received yet from them all what this dealer is doing is wasting the Revdex.com time and my time by draging and draging to answer Using silky words and deviated ways to avoid paying what they owe to consumers and customers as myself , Like Mark Twain said :" Don't use big words always , one day will be out of these words " , soon this dealer will be out of execuses and soon Somone will take them to court with class action or law suit as already some are very disappointed customers as they filed a claim with the Federal Trade commission . based these facts et and all the facts I reject in total the misleading message from this dealer and I request my full money reimbursed to me witching days of this letter in total , I reserve the right to go to the Department of Transportation in California , the court of law and any agencies or department I/we might deem useful to Handel my claim with my lawyer , we live in state of law under the law of the United States Of America.Best Regards,
*** *** *** MBA , CLBB

I will be in contact with customer today to respond to the complaintIt seems like there was miscommunication at the very beginningI will get this resolved and speak to ***.Thank you,*** ***Owner Loyalty Manager

Thank you for notifying us of this issue. After investigating this deal, the agreement was to pay the remaining lease payments due. The amount totaled $1,which Pacific Nissan paid. Before consummating the deal the customer was informed by Pacific Nissan that they were still
responsible for any excess wear and tear and mileage penalties. As a result, Nissan Motor Acceptance charged them for the excess mileage they incurred while in their prior lease. We apologize for any misunderstanding this may have caused

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
Our sales person made it very clear that all owes expenses on the lease would be taken care ofI remember this specifically because he used the wear and tear and mileage as a sales tactic to justify the monthly paymentPacific Nissan is responsible for this debt.
Regards,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my
complaint. For your reference, details of the offer I reviewed appear below
I appreciate their quick response and agreeing to refund the Security Plus warranty to the principal loan with Nissan FinancialI would like them to do soHowever, there is the Titanium Warranty offered through the dealership that is also pending a refund that they did not mention refundingI would appreciate it if both the Security Plus AND the Titanium warranty were refunded as requestedThank you
Regards,
*** ***

We Appreciate the feedback. As a dealer trying to improve on all fronts, it is also eye opening to know exactly how we fail. Although there is no room for negative comments or "tactics" we believe that there was nothing of the sort. There is a fine line on what is deemed
acceptable and unacceptable when a car deal is being made. Usually it comes down to finances and what a consumer will and will not do. As a dealer, it is part of the territory to accept and not take personal when the client says "no" to the deal. However, in this case, we as a dealer chose to say no to the offer. That did not fair well with the client obviously; and understandably, our approach may have been taken out of context since we could not fulfill exactly what they wanted. We also failed to communicate that effectively. While every effort is made to accommodate the wants and needs of a client, sometimes a compromise is in orderWe would like to reach that compromise, if given the chance: Especially since factory incentives and deals are constantly changing and improving. Unfortunately, the likelihood of that outcome seems far-reaching. Nonetheless, we will strive to make it right if the clients are willing. We apologize for any misunderstanding this experience has caused

This issue is currently being resolvedThank you

Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.Per our conversation with the Bureau of Automotive Repairs Case Manager, Pacific Nissan is being written up for violations that will be documented in their final report. The BAR Rep also stated that it was Pacific Nissan's stance that they did not cause the damage to the vehicle, not his own opinion, and that Pacific Nissan was unable to furnish proper documentation or show the damage in question on vehicle to the representative so that he could make a definitive judgement. I called the BAR Rep today and confirmed that 1) Pacific Nissan is being written up and 2) He did not nor does he agree with Pacific Nissans claim to the Revdex.com that they were not responsible for the damage in question
Clearly this is an unresolved complaint. The BAR recommendation is to move forward with legal action
Regards,*** ***

CUSTOMER: *** *** ***According to the business office he received refund for warranty and gap--check was cut June AND MAILED JUNE 25TH

I am in contact with customer, helping him resolve issues that have occurred back in June and July. He has been advised of the "Gap Ins" refund that was sent to his address, customer stated he never received. We will need to do a stop and reissue another, in which it will not be...

mailed but customer will come in to pick up.Also, customer and I discussed  the "Maintenance Plan" I am communicating with the necessary resources to gain information needed on our end to resolve thisService Maintenance Contract was signed by customer and cannot  be refunded as stated on the contract. Customer was given a copy of the contract.Gap refund check is still awaiting customer to pick up.

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 was never contacted by the business and I gave them 3 days after they stated they would call me the day they responded to the complaint 
Regards,
[redacted]

Dear [redacted],On behalf of the dealership we apologize for your experience and will do what we can to offer a resolution. We would first like to address the mailer from 2014. You did not qualify for the cash back promotion as you did not meet the terms of the promotion. You would need to have...

qualified for tier 1 financing through NMAC and it would be in lieu of all other rebate offers. Since you did not finance through NMAC this is not something that you would qualify for. If you would have qualified it would have been $4000 off the cost of your vehicle, not $4000 cash. As far as the refund for your GAP insurance,  our accounting department , controller and Wells Fargo rep show that you have received the refund.  You can see the chain of emails below. If there is anything else we can help you with please let us know. Good Afternoon,I am forwarding this email from Wells Fargo Bank regarding the Revdex.com Case #[redacted] for [redacted].They opened a case for me and found the matter to be resolved with the money being deposited into the customer’s account.Hope this will suffice. Thank You. Sincerely,[redacted]Accounts ReceivablePACIFIC NISSAN

Customer left a message on my voicemail today including a phone call be returned by 4pm otherwise he'd contact Revdex.com? I personally contacted him at 3:35pm and had him transferred to our service director, not because a threat was made but to resolve the issue because that is what I...

do on a daily basis.I will follow up with service director, [redacted] tomorrow to see what the outcome was. As far as making contact with customer that was done.

Upon being informed that he needed engine repairs to correct his vehicles condition, our customer questioned why the vehicle could not be covered under factory warranty since he "complained about it on several occasions" while it was still within the warranty period. Upon review of his service...

repair order history, we only found 3 documented visits to our service department during this time period. Each of these repair orders only requested Lube, oil and filter changes, with no additional  instructions or complaints noted by the customer. Based on these findings, it was then explained to him that without this critical information being actually notated on any of the repair orders, we lacked the sufficient documentation that would allow us to proceed with a request to the Manufacturer to consider goodwill warranty assistance to repair the vehicle.  According to the customers statement in this complaint letter, he opted to instead have it repaired at an independent repair shop. This leads us to assume he most likely did not contact the Manufacturer Consumer Affairs line himself to have his case reviewed or it was denied. Nor are we aware of him following up with us to see if an agreeable cost could be reached for us to repair his vehicle after doing his research.We believe that we followed standard protocol and guidelines outlined for Factory warranty goodwill consideration and clearly explained this to the customer, we do not feel we have any obligation to offer reimbursement as requested by the customer to repair his vehicle.

Pacific Nissan acknowledges the issues of the client.  After further investigation,  disciplinary steps have been executed  in the form of a verbal warning to the employee(s) involved.  Even though the employees have a different version of what transpired, we simply cannot allow this type of culture to exist in a professional environment.  Therefore it makes no difference what the employee(s) feels what really happened.  The only thing that should truly make a difference is how we make the client feel.  Pacific Nissan does not condone or promote or even train on doing these types of sales tactics;and if there is another incident whether true or implied, it will result in a suspension, and or termination.  Please accept our apology for the shortcomings of the employee(s) who will now be placed under a probationary period.  Thank you again for your feedback.
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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.
The "in-service" date issue came about due to a flagrant dealership error in the fact that they delivered us a vehicle with a VIN number that did not match the paperwork.Finding the mistake four months later and attempting to correct the issue by delivering us the correct vehicle instead of just fixing the paperwork does not resolve an in-service date issue. The in-service date should reflect the date we received our vehicle, in this case a completely different one than the one we originally purchased.Someone needs to step up and resolve this issue.
Regards,
[redacted]

CUSTOMER: [redacted]WE COULD NOT CHANGE THE "IN SERVICE" DATE PER NISSAN AND A LETTER FROM THE GENERAL MANAGER AT THE TIME WAS SENT TO CUSTOMER 01/2016.

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 for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]

Unfortunately, this was done in 2014 and we did not own the dealership at the time consumer purchased. What I can do is offer the consumer 2 free oil changes on current Nissan.

CUSTOMER; [redacted]POTENTIAL CONSUMER WAS ADVISED THAT ALL PRIZES ARE "WHILE SUPPLIES LAST" HE WAS ADVISED OF THIS BY THE GENERAL SALES MANAGER, GSM OFFERED MOVIE TICKETS IN WHICH THOSE WHERE MAILED OUT TO CONSUMER IN 06/2016