Complaint: [redacted]I am rejecting this response because: I understand how the contract worked out in the end. The problem I have with it is that it is deceptive and that their demands to have the Xterra signed off again were suspect. I too, have also looked up the VIN number and have mentioned that there is no record of it being in an accident. However, upon closer inspection, it became quite clear that this car was in an accident and that this accident had gone unreported. Furthermore, as I mentioned earlier, [redacted] referred to it having been a "salvage". Even if they were initially unaware that it had been in an accident, I highly doubt their mechanics would have missed it.My main problem with them is that they have terrible customer service and utilize deceptive practices. I remember that when I was originally doing the trade-in, I asked them whether they would be re-selling the car with a clean title(clearly not possible). They told us that there was no way they would do that for they were a "reputable business". Yeah, right. They skirt the law as much as possible. Finally, why would they refuse to tell us what was wrong with the original release of interest form? Beating around the bush when you need cooperation from your customer to solve a problem is not the way a business is run.Sincerely,[redacted]
The contract was approved as written. No additional signatures or stipulations were required. Based on the pictures attached by the customer, the contract was identical to the one already signed by her. If the customer had made a request for a copy of the contract, it would have been mailed as happened in this case.
We would be happy to give her a fair trade value if she would like to return and purchase a vehicle.
We appreciate Mr. [redacted]’s business and are sorry to learn that he is dissatisfied with the cost to repair is his vehicle. Our established labor rate was $120 per hour at the time of his repair, which is the labor rate we quoted at the time of repair. Alldata is utilized to bill...
labor times, which is an industry standard method for establishing labor on vehicle repairs. Athough we do utilize this guide when estimating repair costs, repairs may incur an additional charge should the condition of the vehicle warrant this. A repair estimate was given to Mr. [redacted] at the time of repair, to which he agreed.
The established rate to replace both Valve Cover Gaskets is 3.5 hours. In the case of Mr. [redacted]’s vehicle, it was found that the seal had been leaking for quite some time, which resulted in additional work being necessary. As a result, the job was billed an additional 1.5 hours.
The Rear Main seal repair with an Upper Oil Pan Lip Seal is a 13.7 hour repair as established in Alldata. In this case, Mr. [redacted] was charged for only 10 hours.
When the Water Pump was replaced, the Tensioner, Drive Belts, Timing Belt, Thermostat, and Cam Seals were replaced. The established labor time for these repairs is 11.8 hours. In this case, Mr. [redacted] was charged for 8.
Overall, the job performed for Mr. [redacted] was billed at 23 hours rather than 29, saving Mr. [redacted] $720. In addition, we waived the $120 diagnostic fee and 6 days of rental totaling $168. This reduced Mr. [redacted]’s out of pocket costs by over one thousand dollars. We do sincerely appreciate Mr. [redacted]’s business, and apologize if these savings were not more accurately explained to him.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]
The vehicle Ms. [redacted] received a quote on from the [redacted] website was not a vehicle in our inventory. It was an example vehicle which was built by the customer on the [redacted] website. The vehicles presented by our dealership to the customer were presented with the [redacted] price, with...
different options than the example on the [redacted] website.
Complaint: [redacted]From: [redacted] Date: Thu, Jul 20, 2017 10:29 AMTo: [redacted]Cc: Subject:REFUND [redacted],I feel like you are still not satisfied.What I would like to do is refund you all of your money back.I do not feel we have started a customer relationship that is up to your standard.Please let me know when you have the time we can refund the money on your card i went there to get my money put back on my car like I was promised and I was denied the refund. you want to make this right stop lie to customers and honor a refund with out them bribing them of a good review. that is not good business and I hope every one in the bribery of customers is fired. do not even know what else to see but I hope no one ever buy anything from this place any place that asks for a good review and pay for good reviews should not be able be a business.
I am rejecting this response because: it is more then that you are dishonest you not only installed parts with out my permission when I brought it that I was not happy you told me I could get my refund witch you still have not giving me because I didnt give you a good review. this company is the most dishonest and corrupt management I have ever dealt with. even if it was a miss understand the secound you offered me a full refund there should of never been anything farther I had do but come back and get it. but you want to play games and lie. not only about the services you do to cars but to people.
Sincerely,
[redacted]
Complaint: [redacted]I am rejecting this response because: Rairdon's "as-is" documentation is based on the assumption that a vehicle is fit for "ordinary purposes." A vehicle with a faulty transmission is not fit for ordinary purposes. Their customer promise States they will only sell products that "meet customers needs," and a faulty transmission does not meet any customer's needs.
Furthermore the "32 point inspection that they attached was a document I have never seen before. This was never provided to me. Much later after the sale they provided me a brief summary form of the inspection but it was not the same as the one they attached.. I have included a picture of this document.
Lastly, although Rairdon is claiming none of their employees sent me a blank copy of my original contract in early December, I am attaching photos of this document in its original packaging with the return envelope they expected me to mail it back in.
In conclusion, I do appreciate the offer to trade my car in for another on the lot. However this has not been upheld on part of Rairdons. I have kept up my end of the conversation regarding searching their inventory and the last message sent was from me to John T[redacted] asking for more information on the cars they are offering. I received no response.
The ball is in Rairdons court and I am expecting a response from them. It takes me hours to drive back and forth to their location and I expect clear communication about the vehicles they have on the lot PRIOR to my arrival out of respect for my time. They have not given this to me, as they keep requesting I simply " come on down" to check out their inventory.
I need two things from Rairdons:
1) an explanation of the blank contract that was mailed to me
2) a response regarding my trade in and an offer of a fair trade
Dear Sir or Madame, As you are aware, customer satisfaction is of paramount importance to Nissan of Auburn and we take great pains to ensure that each customer gets no less than everything they bargained for. Accordingly, we were especially disheartened to learn that Mr. [redacted]...
(“[redacted]”) is not entirely satisfied with his experience. Having now had the opportunity to review the complaint and speak with our service staff, I desire to bring the following facts to your attention: 1) [redacted] brought his vehicle in for service and executed a repair order authorizing diagnostic work to be done. 2) Vehicles, particularly vehicle engines as was at issue here, are highly technical devices that often require different diagnostic tests to isolate the cause of trouble. 3) We believe the that each diagnostic test performed were prudent and useful in assessing the issue presented by [redacted] and that [redacted] agreed to such testing. Despite the foregoing, our commitment to customer service resulted in us refunding the diagnostic fees to Mr. [redacted] and it is my understanding that this matter is now resolved to Mr. [redacted]'s satisfaction. Thank you for bringing this matter to our attention.
Complaint: [redacted]I am rejecting this response because: Unsatisfactory. Once again where is the written estimate that I asked for exactly three times and did not received? Your Service Rep quoted $98 hrs labor rate. A written estimate in WA STATE is the Law, George H[redacted] failed to do so. There was no Consumer Rights posted in the Service Dept no sign displaying the hourly rate. Do the dealership determined the labor rate base on who come through the door? Charged what your Service Rep quoted $98 labor rate. Valve Cover Gasket $98x5hrs =$490. Rear Main Seal $98x10hrs=$980. Water Pump $98x8hrs=$784. Total labor cost $2254. I was charged $2994. The difference is $740. Now I understand what George H[redacted] meant when he said "You get it at the end once repairs are done." Service Dept appears to be base on commission.Sincerely,[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]
Customer satisfaction is of paramount
importance to Nissan of Auburn and we take great pains to ensure that each
customer gets no less than everything they bargained for. ...
Accordingly, we
were disheartened to learn that Mr. [redacted] was not entirely satisfied with
his service experience.
Upon receiving the complaint, we spoke with Mr. [redacted] and
were able to determine that a simple misunderstanding gave rise to the
complaint. We were able to show Mr. [redacted] a copy of the service invoice
(enclosed) that clearly shows his signature pre-approving the repair at the
quoted cost of $164.43 plus sales tax. We even allowed Mr. [redacted] to bring in his
own oil for the service appointment in order to save him money. At the time of
check-out Mr. [redacted] thanked us and appeared happy. He brought no issues to our
attention at the time of his service visit. Only after leaving the dealership
did he start to express dissatisfaction with the price.
We sincerely apologize for the confusion and will strive to
communicate more clearly in the future. We thank Mr. [redacted] for bringing this to
our attention.
Jay
L**
General
Manager
Nissan
of Auburn
Complaint: [redacted]I am rejecting this response because: The labor rate at the time of my repairs 17NOV16 was $98. A Nissan Corp Email came down 2DEC16 increasing the labor rate. This $120 labor rate is a LIE. There was no written estimate given to me at no time even after I asked for one. George H[redacted] said " You get one after repairs are done." So where is this estimate? Is there a copy you can show? Valve Cover Gasket you say 5.0 hrs at $120, I was charged $640 labor, $120x5=$600. Rear Main Seal I was charged $1280 labor, $120x10=$1200. Water Pump I was charged $1024 labor, $120x8=$960. This additional work done on water pump I did not request. The $120 diagnostic fee waived because I told George H[redacted] what was wrong with my truck there was no need for diagnostic. George H[redacted] voluntary the rental car because he saw a opportunity to run up the cost for repairs. George H[redacted] is a CON MAN and DISHONEST. I will PICKET Auburn Nissan to let everyone know to BEWARE OF THE SERVICE DEPT.Sincerely,[redacted]
Complaint: [redacted]I am rejecting this response because: We made no secret of the fact that the Nissan Xterra was a salvage. As a matter of fact, 2-3 weeks ago when I was talking to their manager [redacted], he brought up the same point and said "We sold you a car with a salvage title and you sold us a car with a salvage title". I responded that we did mention that our car had a salvage title, whereas they did not. [redacted] acknowledged this, but refused to admit that they had done any wrong in selling us a bad car. This was the only time they acknowledged that they sold us a car that had been in an accident. Furthermore, we did tell them that the car was in another person's name. We even had that person come in and they talked with them. They are lying through their teeth about this entire ordeal with pieces of truth sprinkled in. We told them we wanted to return the Impreza, they did not want to. We decided to exchange it for another car, which they agreed to. I regret doing that as it's created more problems, should have just gotten a lawyer right then. We did this with the agreement that the Nissan trade-in value + the down payment would be included in the new sales contract. They moved over the down payment but did not do so for the Nissan trade-in value. Clearly this was a deceptive move on their part to pull the wool over our eyes.Also, they did not want to tell us what was wrong with the original release of interest form that they had us sign until the "last day to sign". I don't understand why it was that hard to tell me what was going on. Furthermore, their excuse for it was not very believable, so when I asked to see the problem with the form, they came up with excuses to not have me see it. If this was a legitimate mistake I don't see why it would be an issue to tell me what the problem was and possibly provide proof. This dealership is so shady I'm shocked it's allowed to operate.Finally, they told me that they would tow my Nissan Xterra back to the house on this "last day to sign", but I haven't gotten it back yet. Don't know if I ever will, but I will never recommend this place to anyone, I will do the opposite in fact. Hopefully they lose a few customers over this.Sincerely,[redacted]
Contrary to her assertions, a safety inspection was indeed performed on the vehicle Ms. [redacted] purchased prior to her visit. No issues were noted at that time relating to the vehicle’s performance. Approximately one week after her purchase, Ms. [redacted] expressed concerns about the vehicle...
despite declining the vehicle service contract and accepting the vehicle “AS-IS”. Although the issues she reported following her purchase were not present prior to her purchase, we did not hesitate to have the vehicle again inspected at our facility and sent to a qualified repair facility to address her concerns.
Both of the Ford authorized repair facilities which Ms. [redacted] interacted with determined that the sounds she had been concerned with were considered normal. As she no longer desired the vehicle, we offered to assist her in finding a replacement vehicle which was acceptable to her, and offered a full trade value. Unfortunately, none of the vehicles in our stock were desirable to her. We are still open to assisting her in finding a vehicle which she would like to own, and would be happy to offer a favorable trade value.
To address her concerns about the treatment she had received at the time of her purchase, we have spoken with the parties involved about a more sensitive approach in their interactions with our customers. I have personally spoken will the employees at our dealership, and am not aware of any member of our staff mailing any copies Ms. [redacted] contract to her. Her purchase was approved as written, with no further signatures being necessary.
Complaint: [redacted]I am rejecting this response because: I understand how the contract worked out in the end. The problem I have with it is that it is deceptive and that their demands to have the Xterra signed off again were suspect. I too, have also looked up the VIN number and have mentioned that there is no record of it being in an accident. However, upon closer inspection, it became quite clear that this car was in an accident and that this accident had gone unreported. Furthermore, as I mentioned earlier, [redacted] referred to it having been a "salvage". Even if they were initially unaware that it had been in an accident, I highly doubt their mechanics would have missed it.My main problem with them is that they have terrible customer service and utilize deceptive practices. I remember that when I was originally doing the trade-in, I asked them whether they would be re-selling the car with a clean title(clearly not possible). They told us that there was no way they would do that for they were a "reputable business". Yeah, right. They skirt the law as much as possible. Finally, why would they refuse to tell us what was wrong with the original release of interest form? Beating around the bush when you need cooperation from your customer to solve a problem is not the way a business is run.Sincerely,[redacted]
The contract was approved as written. No additional signatures or stipulations were required. Based on the pictures attached by the customer, the contract was identical to the one already signed by her. If the customer had made a request for a copy of the contract, it would have been mailed as happened in this case.
We would be happy to give her a fair trade value if she would like to return and purchase a vehicle.
We appreciate Mr. [redacted]’s business and are sorry to learn that he is dissatisfied with the cost to repair is his vehicle. Our established labor rate was $120 per hour at the time of his repair, which is the labor rate we quoted at the time of repair. Alldata is utilized to bill...
labor times, which is an industry standard method for establishing labor on vehicle repairs. Athough we do utilize this guide when estimating repair costs, repairs may incur an additional charge should the condition of the vehicle warrant this. A repair estimate was given to Mr. [redacted] at the time of repair, to which he agreed.
The established rate to replace both Valve Cover Gaskets is 3.5 hours. In the case of Mr. [redacted]’s vehicle, it was found that the seal had been leaking for quite some time, which resulted in additional work being necessary. As a result, the job was billed an additional 1.5 hours.
The Rear Main seal repair with an Upper Oil Pan Lip Seal is a 13.7 hour repair as established in Alldata. In this case, Mr. [redacted] was charged for only 10 hours.
When the Water Pump was replaced, the Tensioner, Drive Belts, Timing Belt, Thermostat, and Cam Seals were replaced. The established labor time for these repairs is 11.8 hours. In this case, Mr. [redacted] was charged for 8.
Overall, the job performed for Mr. [redacted] was billed at 23 hours rather than 29, saving Mr. [redacted] $720. In addition, we waived the $120 diagnostic fee and 6 days of rental totaling $168. This reduced Mr. [redacted]’s out of pocket costs by over one thousand dollars. We do sincerely appreciate Mr. [redacted]’s business, and apologize if these savings were not more accurately explained to him.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]
The vehicle Ms. [redacted] received a quote on from the [redacted] website was not a vehicle in our inventory. It was an example vehicle which was built by the customer on the [redacted] website. The vehicles presented by our dealership to the customer were presented with the [redacted] price, with...
different options than the example on the [redacted] website.
Complaint: [redacted]From: [redacted] Date: Thu, Jul 20, 2017 10:29 AMTo: [redacted]Cc: Subject:REFUND [redacted],I feel like you are still not satisfied.What I would like to do is refund you all of your money back.I do not feel we have started a customer relationship that is up to your standard.Please let me know when you have the time we can refund the money on your card i went there to get my money put back on my car like I was promised and I was denied the refund. you want to make this right stop lie to customers and honor a refund with out them bribing them of a good review. that is not good business and I hope every one in the bribery of customers is fired. do not even know what else to see but I hope no one ever buy anything from this place any place that asks for a good review and pay for good reviews should not be able be a business.
I am rejecting this response because: it is more then that you are dishonest you not only installed parts with out my permission when I brought it that I was not happy you told me I could get my refund witch you still have not giving me because I didnt give you a good review. this company is the most dishonest and corrupt management I have ever dealt with. even if it was a miss understand the secound you offered me a full refund there should of never been anything farther I had do but come back and get it. but you want to play games and lie. not only about the services you do to cars but to people.
Sincerely,
[redacted]
Complaint: [redacted]I am rejecting this response because: Rairdon's "as-is" documentation is based on the assumption that a vehicle is fit for "ordinary purposes." A vehicle with a faulty transmission is not fit for ordinary purposes. Their customer promise States they will only sell products that "meet customers needs," and a faulty transmission does not meet any customer's needs.
Furthermore the "32 point inspection that they attached was a document I have never seen before. This was never provided to me. Much later after the sale they provided me a brief summary form of the inspection but it was not the same as the one they attached.. I have included a picture of this document.
Lastly, although Rairdon is claiming none of their employees sent me a blank copy of my original contract in early December, I am attaching photos of this document in its original packaging with the return envelope they expected me to mail it back in.
In conclusion, I do appreciate the offer to trade my car in for another on the lot. However this has not been upheld on part of Rairdons. I have kept up my end of the conversation regarding searching their inventory and the last message sent was from me to John T[redacted] asking for more information on the cars they are offering. I received no response.
The ball is in Rairdons court and I am expecting a response from them. It takes me hours to drive back and forth to their location and I expect clear communication about the vehicles they have on the lot PRIOR to my arrival out of respect for my time. They have not given this to me, as they keep requesting I simply " come on down" to check out their inventory.
I need two things from Rairdons:
1) an explanation of the blank contract that was mailed to me
2) a response regarding my trade in and an offer of a fair trade
Thank you,
[redacted]
Sincerely,[redacted]
We have a check here for Mr. [redacted] in the amount he requested ($180.80), he needs to stop by and see George H[redacted].
Dear Sir or Madame, As you are aware, customer satisfaction is of paramount importance to Nissan of Auburn and we take great pains to ensure that each customer gets no less than everything they bargained for. Accordingly, we were especially disheartened to learn that Mr. [redacted]...
(“[redacted]”) is not entirely satisfied with his experience. Having now had the opportunity to review the complaint and speak with our service staff, I desire to bring the following facts to your attention: 1) [redacted] brought his vehicle in for service and executed a repair order authorizing diagnostic work to be done. 2) Vehicles, particularly vehicle engines as was at issue here, are highly technical devices that often require different diagnostic tests to isolate the cause of trouble. 3) We believe the that each diagnostic test performed were prudent and useful in assessing the issue presented by [redacted] and that [redacted] agreed to such testing. Despite the foregoing, our commitment to customer service resulted in us refunding the diagnostic fees to Mr. [redacted] and it is my understanding that this matter is now resolved to Mr. [redacted]'s satisfaction. Thank you for bringing this matter to our attention.
Complaint: [redacted]I am rejecting this response because: Unsatisfactory. Once again where is the written estimate that I asked for exactly three times and did not received? Your Service Rep quoted $98 hrs labor rate. A written estimate in WA STATE is the Law, George H[redacted] failed to do so. There was no Consumer Rights posted in the Service Dept no sign displaying the hourly rate. Do the dealership determined the labor rate base on who come through the door? Charged what your Service Rep quoted $98 labor rate. Valve Cover Gasket $98x5hrs =$490. Rear Main Seal $98x10hrs=$980. Water Pump $98x8hrs=$784. Total labor cost $2254. I was charged $2994. The difference is $740. Now I understand what George H[redacted] meant when he said "You get it at the end once repairs are done." Service Dept appears to be base on commission.Sincerely,[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]
Customer satisfaction is of paramount
importance to Nissan of Auburn and we take great pains to ensure that each
customer gets no less than everything they bargained for. ...
Accordingly, we
were disheartened to learn that Mr. [redacted] was not entirely satisfied with
his service experience.
Upon receiving the complaint, we spoke with Mr. [redacted] and
were able to determine that a simple misunderstanding gave rise to the
complaint. We were able to show Mr. [redacted] a copy of the service invoice
(enclosed) that clearly shows his signature pre-approving the repair at the
quoted cost of $164.43 plus sales tax. We even allowed Mr. [redacted] to bring in his
own oil for the service appointment in order to save him money. At the time of
check-out Mr. [redacted] thanked us and appeared happy. He brought no issues to our
attention at the time of his service visit. Only after leaving the dealership
did he start to express dissatisfaction with the price.
We sincerely apologize for the confusion and will strive to
communicate more clearly in the future. We thank Mr. [redacted] for bringing this to
our attention.
Jay
L**
General
Manager
Nissan
of Auburn
Complaint: [redacted]I am rejecting this response because: The labor rate at the time of my repairs 17NOV16 was $98. A Nissan Corp Email came down 2DEC16 increasing the labor rate. This $120 labor rate is a LIE. There was no written estimate given to me at no time even after I asked for one. George H[redacted] said " You get one after repairs are done." So where is this estimate? Is there a copy you can show? Valve Cover Gasket you say 5.0 hrs at $120, I was charged $640 labor, $120x5=$600. Rear Main Seal I was charged $1280 labor, $120x10=$1200. Water Pump I was charged $1024 labor, $120x8=$960. This additional work done on water pump I did not request. The $120 diagnostic fee waived because I told George H[redacted] what was wrong with my truck there was no need for diagnostic. George H[redacted] voluntary the rental car because he saw a opportunity to run up the cost for repairs. George H[redacted] is a CON MAN and DISHONEST. I will PICKET Auburn Nissan to let everyone know to BEWARE OF THE SERVICE DEPT.Sincerely,[redacted]
Complaint: [redacted]I am rejecting this response because: We made no secret of the fact that the Nissan Xterra was a salvage. As a matter of fact, 2-3 weeks ago when I was talking to their manager [redacted], he brought up the same point and said "We sold you a car with a salvage title and you sold us a car with a salvage title". I responded that we did mention that our car had a salvage title, whereas they did not. [redacted] acknowledged this, but refused to admit that they had done any wrong in selling us a bad car. This was the only time they acknowledged that they sold us a car that had been in an accident. Furthermore, we did tell them that the car was in another person's name. We even had that person come in and they talked with them. They are lying through their teeth about this entire ordeal with pieces of truth sprinkled in. We told them we wanted to return the Impreza, they did not want to. We decided to exchange it for another car, which they agreed to. I regret doing that as it's created more problems, should have just gotten a lawyer right then. We did this with the agreement that the Nissan trade-in value + the down payment would be included in the new sales contract. They moved over the down payment but did not do so for the Nissan trade-in value. Clearly this was a deceptive move on their part to pull the wool over our eyes.Also, they did not want to tell us what was wrong with the original release of interest form that they had us sign until the "last day to sign". I don't understand why it was that hard to tell me what was going on. Furthermore, their excuse for it was not very believable, so when I asked to see the problem with the form, they came up with excuses to not have me see it. If this was a legitimate mistake I don't see why it would be an issue to tell me what the problem was and possibly provide proof. This dealership is so shady I'm shocked it's allowed to operate.Finally, they told me that they would tow my Nissan Xterra back to the house on this "last day to sign", but I haven't gotten it back yet. Don't know if I ever will, but I will never recommend this place to anyone, I will do the opposite in fact. Hopefully they lose a few customers over this.Sincerely,[redacted]
Contrary to her assertions, a safety inspection was indeed performed on the vehicle Ms. [redacted] purchased prior to her visit. No issues were noted at that time relating to the vehicle’s performance. Approximately one week after her purchase, Ms. [redacted] expressed concerns about the vehicle...
despite declining the vehicle service contract and accepting the vehicle “AS-IS”. Although the issues she reported following her purchase were not present prior to her purchase, we did not hesitate to have the vehicle again inspected at our facility and sent to a qualified repair facility to address her concerns.
Both of the Ford authorized repair facilities which Ms. [redacted] interacted with determined that the sounds she had been concerned with were considered normal. As she no longer desired the vehicle, we offered to assist her in finding a replacement vehicle which was acceptable to her, and offered a full trade value. Unfortunately, none of the vehicles in our stock were desirable to her. We are still open to assisting her in finding a vehicle which she would like to own, and would be happy to offer a favorable trade value.
To address her concerns about the treatment she had received at the time of her purchase, we have spoken with the parties involved about a more sensitive approach in their interactions with our customers. I have personally spoken will the employees at our dealership, and am not aware of any member of our staff mailing any copies Ms. [redacted] contract to her. Her purchase was approved as written, with no further signatures being necessary.