Responded by email to Mr [redacted] (copy below)Mr [redacted] responded and agreed to a partial refund on the laborA check request was filled out and forwarded to our accounting office todayI thank him for responding to verify the address.Tue 3/28/7:PM Thank you for responding, I will get with Mario in the morning and generate a check requestI was not sure if the address was correct, but I received your voice mailLet the Revdex.com know we have made contactFrom: [redacted] [mailto: [redacted] ] Sent: Tuesday, March 28, 7:PM To: David [redacted] Subject: Re: Refund David,I received your messageI accept your refund offer of $I called you back today and left a message to confirm this and that my address information that you have is correct: [redacted] When should I expect the check to be issued and delivered?Thanks, [redacted] On Tuesday, March 28, 9:AM, David [redacted] wrote: Hello ***, after reading your last response I have met with our service director MarioWe have been waiting on your callI have left another recorded voice mail on one of the numbers we have on file [redacted] Please contact me at [redacted] to complete the check request for $Your other number on file [redacted] indicates it has been disconnectedI need to verify your mailing address or you can come in to pick up refundThe refund is based on the work performed on your vehicleThe address we have on file is [redacted] If you are not in agreement with the refund we are offering, please contact Mario (service director) on his direct line at [redacted] Your action is requested to finalize the refundDavid [redacted] – Owner Loyalty Manager Clear Lake Nissan [redacted] David [redacted] Owner Loyalty ManagerClear Lake NissanDirect [redacted] www.clearlakenissan.com
[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 been able to verify with both [redacted] and with [redacted] that both accounts have been updated and closed out I also verified with my bank that the funds have been reversed and sent back to Nissan I also want to reiterate that my efforts to get this resolved only became extreme when the GM of Clearlake Nissan failed to resolve the same within a timely manner My overall impression Of The company is forever less than professional!As such, 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
First and foremost I would like to apologize for any inconvenience that this situation has caused the [redacted] familyI spoke to Mrs [redacted] on Friday January 22nd at 9:AM and I explained to her that I had been out for about seven days on vacationI had a message from both Mrs [redacted] and [redacted] upon my return to the dealershipI returned both calls by 10:and apologized that I was unavailable and explained that I had been out on vacationI processed all of the information to close out the [redacted] account and to get the [redacted] s everything they needed to resume the process of paying out the trade in truthfully I was out for a week and was not able to follow up with our accounting office to ensure that the task was completedAs far as the payoff going up $5,on the trade in I explained to Mr [redacted] that someone either at his bank or here at the dealership made a mistake but the [redacted] s had two vehicles that were both [redacted] that were both financed at [redacted] bank and we somehow received the wrong payoffWhen we realized the mistake we never once asked the [redacted] s to pay the full $5,difference which would have been well within our right based on the fact that we had a signed payoff agreement that stated if the payoff was higher that the customer would be responsible for the differenceI adjusted the price of the car and adjusted trade in value to absorb the bulk of the difference and the [redacted] s were only asked to pay roughly $When Mr [redacted] asked for his Avalon back based on an agreement that he made with [redacted] Bank I did not hesitate to return his vehicleWe made an honest mistake, the mistake could have been made by [redacted] bankWe attempted to absorb the bulk of the mistake although we had a signed agreement stating that the customer was responsible for any differenceAs of now we have mailed the payoff and started the process of closing out the accountI have also called [redacted] to inform them that we were mailing the payoffI spoke to Mr [redacted] in person on numerous occasions and he and his wife are great peopleI apologize that I was out for a week and did not get this taken care of sooner but this was not an every day occurrenceIf there is anything that I our the dealership can do in the future we would not hesitateIt would have been a pleasure to call the [redacted] s a Clearlake Nissan customer but unfortunately a clerical error led to the deal being reversed
From: John [redacted] Sent: Saturday, November 12, 9:AM To: [redacted] Cole Subject: Re: Request for Assistance [redacted] , sorry you are having problems with your carUnfortunately this sometimes happens when purchasing a new or pre-owned vehicle, especially pre-ownedWe do our best to inspect these vehicles before we offer them for saleWe visually inspect as well as running computer scans to make sure or vehicles are in good conditionEven if you purchased a brand new vehicle with the full factory warranty, when driving if the engine stopped running and the car stopped in the road the manufactures warranty would only cover the engine repair and not any damage from someone running into the rear of the vehicleI'm sorry for any damage the vehicle sustained but that damage would be reported to the insurance companies of both vehicles involvedIf the insurance companies thought it was the cars fault the would surrogate against the manufacturerI instructed Mr [redacted] to do the mechanical repair as a measure of good will, unfortunately any damage due to collision will have to be reported to your insuranceBest Regards, John [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. I appreciate the response, but my concern was with regard to the time charges for the work that were excessive, meaning the number of hours for this. Contrary to the reply from Clear Lake Nissan, a review of my email or phone records does not show any records or voice mails that show any attempts to contact me with any documentation or proposal from the business to resolve this. Also, I have not received any kind of a refund via mail or credit card that I asked for. Since they state that they agree to reduce the charges, I would like to see it implemented in an action.I am waiting for the business to send me a specific proposal and to provide a remedial action for this to be resolved.Regards, [redacted]
Clearlake Nissan has made several attempts to rectify this issue to the customers satisfactionUnfortunately we have been unsuccessful in having the late payment removed from the customers credit bureauWe paid off the vehicle days after Mrs*** traded in her vehicle therefore basic math would prove that in order to get a day late payment that the account for the trade in would have had to be at least days past due at the time taht it was tradedIn the past we have had customers make payments that would later result in a refund from the lender upon final payoffIt is not feasible that we could get the late payment removed from a customers bureau because a late payment is not added to a consumers bureau based on fault of another intentity but based simply on whether the payment was actually late or notWhile we are sincerely apologetic that there was a late payment reported to the credit bureau we do not feel responsible. The customers request for a letter with us claiming fault for this late payment would still not result in the late payment being removed because the credit bureau is not concerned with whose fault it is but only whether the payment is late or notWe are a very reputable company that operates our business first and foremost with the customer in mindWe would never want a customer in a compromising situtation based on any fault of oursHowever the best way to prevent an issue with any credit bureau is before it happens, not afterIf there is any other resolution other than writing a letter that would not accomplish the customers desired result any way we would definitely entertain itIf there are any further questions please contact me directly at *** *** thanks. Oc B***General Manager Clearlake Nissan
[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 ***, and find that this resolution would be satisfactory to me
Date 1/22/
Revdex.com of Metropolitan Houston (Houston and Weslaco, Texas)
Complaint ID# ***
Date Filed: 1/18/1:PM
Mrs*** ** ***
Hello Mrs***, my name is David S*** (Owner
Loyalty Manager) at Clear Lake NissanMy sincere apologies for
any
inconvenience this may have caused youOur records indicate the cancellation
was signed on 11/24/The process normally takes to weeks, not to as
indicated in the complaint by PeteWe are slightly over that and again I apologize
You should be receiving the check
next week for the full amount of $The pro-rated amount less the
purchase date through 11/24/would have been $If you have not
received the amount listed above by the end of next week (11/29/16), please
contact me directly at *** ***
Thank You
David S***
Owner Loyalty Manager
ds***
First and foremost I would like to apologize for any inconvenience that this situation has caused the *** familyI spoke to Mrs*** on Friday January 22nd at 9:AM and I explained to her that I had been out for about seven days on vacationI had a message from both Mrs*** and
*** *** *** *** upon my return to the dealershipI returned both calls by 10:and apologized that I was unavailable and explained that I had been out on vacationI processed all of the information to close out the *** account and to get the ***s everything they needed to resume the process of paying out the trade in truthfully I was out for a week and was not able to follow up with our accounting office to ensure that the task was completedAs far as the payoff going up $5,on the trade in I explained to Mr*** that someone either at his bank or here at the dealership made a mistake but the ***s had two vehicles that were both *** that were both financed at *** bank and we somehow received the wrong payoffWhen we realized the mistake we never once asked the ***s to pay the full $5,difference which would have been well within our right based on the fact that we had a signed payoff agreement that stated if the payoff was higher that the customer would be responsible for the differenceI adjusted the price of the car and adjusted trade in value to absorb the bulk of the difference and the ***s were only asked to pay roughly $When Mr*** asked for his Avalon back based on an agreement that he made with *** Bank I did not hesitate to return his vehicleWe made an honest mistake, the mistake could have been made by *** bankWe attempted to absorb the bulk of the mistake although we had a signed agreement stating that the customer was responsible for any differenceAs of now we have mailed the payoff and started the process of closing out the accountI have also called *** to inform them that we were mailing the payoff. I spoke to Mr*** in person on numerous occasions and he and his wife are great peopleI apologize that I was out for a week and did not get this taken care of sooner but this was not an every day occurrenceIf there is anything that I our the dealership can do in the future we would not hesitateIt would have been a pleasure to call the ***s a Clearlake Nissan customer but unfortunately a clerical error led to the deal being reversed
Hello Mr***, please call me at *** *** I have left you a voice mailAs per our discussion on your last visit, we have agreed to put you in a loaner to send it to a General Motors dealerWe have the ability to check and install Freon which we have doneThe equipment we were referring too
that may be necessary to read the on board computer if only available a ** dealersThe A/C is checking out OK using A/C gauges and we have not been able to duplicate your concernAfter we charged the system the first time, our tech and adviser did drive the truck and it did not act upThe second visit my intentions were to provide you with a loaner and get it to a ** dealer to let them check it outWe did not have a loaner that day you dropped in, but were able to get our tech look at it again, an check the Freon level, which had not changed and the vent temperature was registering degreesI did offer to put you in a loaner as soon as one became available, and we will take it to a ** dealer which will not cost you any out of pocket expensesYou indicated in our phone conversation after you left upset that you would get back in touch with meWe are still waiting for your verbal responseWe are not trying to tell you it is fine, we simply stated we cannot replace parts unless we find a failed componentThe offer still stands on Clear Lake Nissan sending it out for youWe are sorry we cannot duplicate your concern, but do want to help resolve your issueI am surprised it has escalated to contacting Nissan and the Revdex.comWe have offered you a solution at our expenseHopefully you will take us up on the offer and they will be able to duplicate your concernDavid *** Owner Loyalty Manager
On November 16th the vehicle passed a state and Certified Pre-owned inspectionAll our used vehicle have a CarFax print out indicating any damage list from the previous ownersThis is standard with all trade in appraisalsAs of today April 23rd the CarFax history report shows no issues
reported for total loss, structural damage, air bag deployment, odometer check, accident/damage, manufacturer recall and basic warrantyIf the Carfax report would have indicated prior damage the potential buyer would have been notified prior to purchasing the vehicle to decide if they still want to purchaseAt time of sale no incidents were reported on the CarFaxCustomer is welcome to the report if needed
We met with Mr.Pumpetch and reach an agreement to purchase back the vehicle in questionOur records indicate he has received our checkHopefully this will close out this caseMrPumpetch has my contact information if any additional information is needed.*** ***
*** *** ***
*** ***
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
I would have been more than happy to have paid the payment when buying the car, however, I was told by the salesperson to not pay it that Clearlake Nissan wouldIt's good to know that you don't feel it's your responsibility OCI have asked for your number directly from Marc and Issac before I made a compliant with Revdex.com and neither would give it to meThe reason the car was paid late because a clerical error made about the Vin number which delayed my car even being registeredI had to come and get extended paper plates and didn't even get my permanent plates until July! I was having my payment auto drafted, and never was reported late until I did business with ClearlakeThis has been the most horrible customer service I have gotten ever from a companyAnyway that your try to turn it, it's clear lakes fault why I received a late pay on my credit, and your business isn't able to do anything aboutI would like the corporate number at this point to complain, because officially no one in the office canThanks.
Regards,
From: John *** Sent: Saturday, November 12, 9:AM To: *** Cole Subject: Re: Request for Assistance ***, sorry you are having problems with your carUnfortunately this sometimes happens when purchasing a new or pre-owned vehicle, especially pre-ownedWe do our best to inspect
these vehicles before we offer them for saleWe visually inspect as well as running computer scans to make sure or vehicles are in good conditionEven if you purchased a brand new vehicle with the full factory warranty, when driving if the engine stopped running and the car stopped in the road the manufactures warranty would only cover the engine repair and not any damage from someone running into the rear of the vehicleI'm sorry for any damage the vehicle sustained but that damage would be reported to the insurance companies of both vehicles involvedIf the insurance companies thought it was the cars fault the would surrogate against the manufacturerI instructed Mr*** to do the mechanical repair as a measure of good will, unfortunately any damage due to collision will have to be reported to your insuranceBest Regards, John ***
The Dispute Resolution Team [email protected]
In response to Concern filed 10/8/at 3:21:PM
assigned ID#***
*** * *** *** did contact our dealership multiple times
trying to get resolution, she spoke with Issac our financial director at the
time as well as Mark our
General Sales ManagerIn the conversation with Mark,
she indicated her payments were due on the 10th of each month and
had worked an arrangement out with her lender to pay on the 26th of
each monthShe contracted with Clear Lake Nissan to purchase her new vehicle
on the 20th of MarchOur records indicate we paid the vehicle in
question off on April 10thWith the overnight service this should
have only been one to two days past dueWe did generate a letter and forwarded
to *** ***, apologizing for any inconvenience this may have causedMark also
let *** know that she has the right to respond with a note on her consumer
statement explaining on her bureau what the circumstance were for the late
paymentDue to privacy acts, we are not allowed to contact the lender and try
to resolve the issueThe letter we generated was at the request of ***,
and was for her to forward as neededBelow is the information on the check we
cut and sent to her lien holder which included any late feesI do not see
where we can do anything to further resolve this issue
David S***
Owner Loyalty Manager
Clear Lake Nissan
557-
Check# *** Date 04/10/2015 Stock# ***Name *** *** *** *** ***Address *** *** *** ** VIN# ***City, State *** ** Year 11ZP/PC *** Phone *** Make ***Loan# *** Car Line ***Account# *** Check Amount $16,717.44Line Account Number Amount Controll# Description1. 301C $16,435.22 *** *** * ***2. 300A $282.22 *** Short Payoff ***
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
I had another appointment with CarMax for re inspection and they suggested to keep the complaint until issue has been resolved. They stood by their initial report
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 I appreciate the response, but my concern was with regard to the time charges for the work that were excessive, meaning the number of hours for thisContrary to the reply from Clear Lake Nissan, a review of my email or phone records does not show any records or voice mails that show any attempts to contact me with any documentation or proposal from the business to resolve thisAlso, I have not received any kind of a refund via mail or credit card that I asked for Since they state that they agree to reduce the charges, I would like to see it implemented in an action.I am waiting for the business to send me a specific proposal and to provide a remedial action for this to be resolved.Regards,*** ***
[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 been able to verify with both *** *** *** *** and with *** *** *** that both accounts have been updated and closed out I also verified with my bank that the funds have been reversed and sent back to Nissan I also want to reiterate that my efforts to get this resolved only became extreme when the GM of Clearlake Nissan failed to resolve the same within a timely manner My overall impression Of The company is forever less than professional!As such, I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution would be satisfactory to me
Responded by email to Mr [redacted] (copy below)Mr [redacted] responded and agreed to a partial refund on the laborA check request was filled out and forwarded to our accounting office todayI thank him for responding to verify the address.Tue 3/28/7:PM Thank you for responding, I will get with Mario in the morning and generate a check requestI was not sure if the address was correct, but I received your voice mailLet the Revdex.com know we have made contactFrom: [redacted] [mailto: [redacted] ] Sent: Tuesday, March 28, 7:PM To: David [redacted] Subject: Re: Refund David,I received your messageI accept your refund offer of $I called you back today and left a message to confirm this and that my address information that you have is correct: [redacted] When should I expect the check to be issued and delivered?Thanks, [redacted] On Tuesday, March 28, 9:AM, David [redacted] wrote: Hello ***, after reading your last response I have met with our service director MarioWe have been waiting on your callI have left another recorded voice mail on one of the numbers we have on file [redacted] Please contact me at [redacted] to complete the check request for $Your other number on file [redacted] indicates it has been disconnectedI need to verify your mailing address or you can come in to pick up refundThe refund is based on the work performed on your vehicleThe address we have on file is [redacted] If you are not in agreement with the refund we are offering, please contact Mario (service director) on his direct line at [redacted] Your action is requested to finalize the refundDavid [redacted] – Owner Loyalty Manager Clear Lake Nissan [redacted] David [redacted] Owner Loyalty ManagerClear Lake NissanDirect [redacted] www.clearlakenissan.com
[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 been able to verify with both [redacted] and with [redacted] that both accounts have been updated and closed out I also verified with my bank that the funds have been reversed and sent back to Nissan I also want to reiterate that my efforts to get this resolved only became extreme when the GM of Clearlake Nissan failed to resolve the same within a timely manner My overall impression Of The company is forever less than professional!As such, 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
First and foremost I would like to apologize for any inconvenience that this situation has caused the [redacted] familyI spoke to Mrs [redacted] on Friday January 22nd at 9:AM and I explained to her that I had been out for about seven days on vacationI had a message from both Mrs [redacted] and [redacted] upon my return to the dealershipI returned both calls by 10:and apologized that I was unavailable and explained that I had been out on vacationI processed all of the information to close out the [redacted] account and to get the [redacted] s everything they needed to resume the process of paying out the trade in truthfully I was out for a week and was not able to follow up with our accounting office to ensure that the task was completedAs far as the payoff going up $5,on the trade in I explained to Mr [redacted] that someone either at his bank or here at the dealership made a mistake but the [redacted] s had two vehicles that were both [redacted] that were both financed at [redacted] bank and we somehow received the wrong payoffWhen we realized the mistake we never once asked the [redacted] s to pay the full $5,difference which would have been well within our right based on the fact that we had a signed payoff agreement that stated if the payoff was higher that the customer would be responsible for the differenceI adjusted the price of the car and adjusted trade in value to absorb the bulk of the difference and the [redacted] s were only asked to pay roughly $When Mr [redacted] asked for his Avalon back based on an agreement that he made with [redacted] Bank I did not hesitate to return his vehicleWe made an honest mistake, the mistake could have been made by [redacted] bankWe attempted to absorb the bulk of the mistake although we had a signed agreement stating that the customer was responsible for any differenceAs of now we have mailed the payoff and started the process of closing out the accountI have also called [redacted] to inform them that we were mailing the payoffI spoke to Mr [redacted] in person on numerous occasions and he and his wife are great peopleI apologize that I was out for a week and did not get this taken care of sooner but this was not an every day occurrenceIf there is anything that I our the dealership can do in the future we would not hesitateIt would have been a pleasure to call the [redacted] s a Clearlake Nissan customer but unfortunately a clerical error led to the deal being reversed
From: John [redacted] Sent: Saturday, November 12, 9:AM To: [redacted] Cole Subject: Re: Request for Assistance [redacted] , sorry you are having problems with your carUnfortunately this sometimes happens when purchasing a new or pre-owned vehicle, especially pre-ownedWe do our best to inspect these vehicles before we offer them for saleWe visually inspect as well as running computer scans to make sure or vehicles are in good conditionEven if you purchased a brand new vehicle with the full factory warranty, when driving if the engine stopped running and the car stopped in the road the manufactures warranty would only cover the engine repair and not any damage from someone running into the rear of the vehicleI'm sorry for any damage the vehicle sustained but that damage would be reported to the insurance companies of both vehicles involvedIf the insurance companies thought it was the cars fault the would surrogate against the manufacturerI instructed Mr [redacted] to do the mechanical repair as a measure of good will, unfortunately any damage due to collision will have to be reported to your insuranceBest Regards, John [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. I appreciate the response, but my concern was with regard to the time charges for the work that were excessive, meaning the number of hours for this. Contrary to the reply from Clear Lake Nissan, a review of my email or phone records does not show any records or voice mails that show any attempts to contact me with any documentation or proposal from the business to resolve this. Also, I have not received any kind of a refund via mail or credit card that I asked for. Since they state that they agree to reduce the charges, I would like to see it implemented in an action.I am waiting for the business to send me a specific proposal and to provide a remedial action for this to be resolved.Regards, [redacted]
Clearlake Nissan has made several attempts to rectify this issue to the customers satisfactionUnfortunately we have been unsuccessful in having the late payment removed from the customers credit bureauWe paid off the vehicle days after Mrs*** traded in her vehicle therefore basic math would prove that in order to get a day late payment that the account for the trade in would have had to be at least days past due at the time taht it was tradedIn the past we have had customers make payments that would later result in a refund from the lender upon final payoffIt is not feasible that we could get the late payment removed from a customers bureau because a late payment is not added to a consumers bureau based on fault of another intentity but based simply on whether the payment was actually late or notWhile we are sincerely apologetic that there was a late payment reported to the credit bureau we do not feel responsible. The customers request for a letter with us claiming fault for this late payment would still not result in the late payment being removed because the credit bureau is not concerned with whose fault it is but only whether the payment is late or notWe are a very reputable company that operates our business first and foremost with the customer in mindWe would never want a customer in a compromising situtation based on any fault of oursHowever the best way to prevent an issue with any credit bureau is before it happens, not afterIf there is any other resolution other than writing a letter that would not accomplish the customers desired result any way we would definitely entertain itIf there are any further questions please contact me directly at *** *** thanks. Oc B***General Manager Clearlake Nissan
[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 ***, and find that this resolution would be satisfactory to me
Date 1/22/
Revdex.com of Metropolitan Houston (Houston and Weslaco, Texas)
Complaint ID# ***
Date Filed: 1/18/1:PM
Mrs*** ** ***
Hello Mrs***, my name is David S*** (Owner
Loyalty Manager) at Clear Lake NissanMy sincere apologies for
any
inconvenience this may have caused youOur records indicate the cancellation
was signed on 11/24/The process normally takes to weeks, not to as
indicated in the complaint by PeteWe are slightly over that and again I apologize
You should be receiving the check
next week for the full amount of $The pro-rated amount less the
purchase date through 11/24/would have been $If you have not
received the amount listed above by the end of next week (11/29/16), please
contact me directly at *** ***
Thank You
David S***
Owner Loyalty Manager
ds***
First and foremost I would like to apologize for any inconvenience that this situation has caused the *** familyI spoke to Mrs*** on Friday January 22nd at 9:AM and I explained to her that I had been out for about seven days on vacationI had a message from both Mrs*** and
*** *** *** *** upon my return to the dealershipI returned both calls by 10:and apologized that I was unavailable and explained that I had been out on vacationI processed all of the information to close out the *** account and to get the ***s everything they needed to resume the process of paying out the trade in truthfully I was out for a week and was not able to follow up with our accounting office to ensure that the task was completedAs far as the payoff going up $5,on the trade in I explained to Mr*** that someone either at his bank or here at the dealership made a mistake but the ***s had two vehicles that were both *** that were both financed at *** bank and we somehow received the wrong payoffWhen we realized the mistake we never once asked the ***s to pay the full $5,difference which would have been well within our right based on the fact that we had a signed payoff agreement that stated if the payoff was higher that the customer would be responsible for the differenceI adjusted the price of the car and adjusted trade in value to absorb the bulk of the difference and the ***s were only asked to pay roughly $When Mr*** asked for his Avalon back based on an agreement that he made with *** Bank I did not hesitate to return his vehicleWe made an honest mistake, the mistake could have been made by *** bankWe attempted to absorb the bulk of the mistake although we had a signed agreement stating that the customer was responsible for any differenceAs of now we have mailed the payoff and started the process of closing out the accountI have also called *** to inform them that we were mailing the payoff. I spoke to Mr*** in person on numerous occasions and he and his wife are great peopleI apologize that I was out for a week and did not get this taken care of sooner but this was not an every day occurrenceIf there is anything that I our the dealership can do in the future we would not hesitateIt would have been a pleasure to call the ***s a Clearlake Nissan customer but unfortunately a clerical error led to the deal being reversed
Hello Mr***, please call me at *** *** I have left you a voice mailAs per our discussion on your last visit, we have agreed to put you in a loaner to send it to a General Motors dealerWe have the ability to check and install Freon which we have doneThe equipment we were referring too
that may be necessary to read the on board computer if only available a ** dealersThe A/C is checking out OK using A/C gauges and we have not been able to duplicate your concernAfter we charged the system the first time, our tech and adviser did drive the truck and it did not act upThe second visit my intentions were to provide you with a loaner and get it to a ** dealer to let them check it outWe did not have a loaner that day you dropped in, but were able to get our tech look at it again, an check the Freon level, which had not changed and the vent temperature was registering degreesI did offer to put you in a loaner as soon as one became available, and we will take it to a ** dealer which will not cost you any out of pocket expensesYou indicated in our phone conversation after you left upset that you would get back in touch with meWe are still waiting for your verbal responseWe are not trying to tell you it is fine, we simply stated we cannot replace parts unless we find a failed componentThe offer still stands on Clear Lake Nissan sending it out for youWe are sorry we cannot duplicate your concern, but do want to help resolve your issueI am surprised it has escalated to contacting Nissan and the Revdex.comWe have offered you a solution at our expenseHopefully you will take us up on the offer and they will be able to duplicate your concernDavid *** Owner Loyalty Manager
On November 16th the vehicle passed a state and Certified Pre-owned inspectionAll our used vehicle have a CarFax print out indicating any damage list from the previous ownersThis is standard with all trade in appraisalsAs of today April 23rd the CarFax history report shows no issues
reported for total loss, structural damage, air bag deployment, odometer check, accident/damage, manufacturer recall and basic warrantyIf the Carfax report would have indicated prior damage the potential buyer would have been notified prior to purchasing the vehicle to decide if they still want to purchaseAt time of sale no incidents were reported on the CarFaxCustomer is welcome to the report if needed
We met with Mr.Pumpetch and reach an agreement to purchase back the vehicle in questionOur records indicate he has received our checkHopefully this will close out this caseMrPumpetch has my contact information if any additional information is needed.*** ***
*** *** ***
*** ***
We checked into the complaint and the issue has been resolvedThank you for bringing to our attention. *** *** *** ***
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
I would have been more than happy to have paid the payment when buying the car, however, I was told by the salesperson to not pay it that Clearlake Nissan wouldIt's good to know that you don't feel it's your responsibility OCI have asked for your number directly from Marc and Issac before I made a compliant with Revdex.com and neither would give it to meThe reason the car was paid late because a clerical error made about the Vin number which delayed my car even being registeredI had to come and get extended paper plates and didn't even get my permanent plates until July! I was having my payment auto drafted, and never was reported late until I did business with ClearlakeThis has been the most horrible customer service I have gotten ever from a companyAnyway that your try to turn it, it's clear lakes fault why I received a late pay on my credit, and your business isn't able to do anything aboutI would like the corporate number at this point to complain, because officially no one in the office canThanks.
Regards,
From: John *** Sent: Saturday, November 12, 9:AM To: *** Cole Subject: Re: Request for Assistance ***, sorry you are having problems with your carUnfortunately this sometimes happens when purchasing a new or pre-owned vehicle, especially pre-ownedWe do our best to inspect
these vehicles before we offer them for saleWe visually inspect as well as running computer scans to make sure or vehicles are in good conditionEven if you purchased a brand new vehicle with the full factory warranty, when driving if the engine stopped running and the car stopped in the road the manufactures warranty would only cover the engine repair and not any damage from someone running into the rear of the vehicleI'm sorry for any damage the vehicle sustained but that damage would be reported to the insurance companies of both vehicles involvedIf the insurance companies thought it was the cars fault the would surrogate against the manufacturerI instructed Mr*** to do the mechanical repair as a measure of good will, unfortunately any damage due to collision will have to be reported to your insuranceBest Regards, John ***
The Dispute Resolution Team
[email protected]
In response to Concern filed 10/8/at 3:21:PM
assigned ID#***
*** * *** *** did contact our dealership multiple times
trying to get resolution, she spoke with Issac our financial director at the
time as well as Mark our
General Sales ManagerIn the conversation with Mark,
she indicated her payments were due on the 10th of each month and
had worked an arrangement out with her lender to pay on the 26th of
each monthShe contracted with Clear Lake Nissan to purchase her new vehicle
on the 20th of MarchOur records indicate we paid the vehicle in
question off on April 10thWith the overnight service this should
have only been one to two days past dueWe did generate a letter and forwarded
to *** ***, apologizing for any inconvenience this may have causedMark also
let *** know that she has the right to respond with a note on her consumer
statement explaining on her bureau what the circumstance were for the late
paymentDue to privacy acts, we are not allowed to contact the lender and try
to resolve the issueThe letter we generated was at the request of ***,
and was for her to forward as neededBelow is the information on the check we
cut and sent to her lien holder which included any late feesI do not see
where we can do anything to further resolve this issue
David S***
Owner Loyalty Manager
Clear Lake Nissan
557-
Check# *** Date 04/10/2015 Stock# ***Name *** *** *** *** ***Address *** *** *** ** VIN# ***City, State *** ** Year 11ZP/PC *** Phone *** Make ***Loan# *** Car Line ***Account# *** Check Amount $16,717.44Line Account Number Amount Controll# Description1. 301C $16,435.22 *** *** * ***2. 300A $282.22 *** Short Payoff ***
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
I had another appointment with CarMax for re inspection and they suggested to keep the complaint until issue has been resolved. They stood by their initial report
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 I appreciate the response, but my concern was with regard to the time charges for the work that were excessive, meaning the number of hours for thisContrary to the reply from Clear Lake Nissan, a review of my email or phone records does not show any records or voice mails that show any attempts to contact me with any documentation or proposal from the business to resolve thisAlso, I have not received any kind of a refund via mail or credit card that I asked for Since they state that they agree to reduce the charges, I would like to see it implemented in an action.I am waiting for the business to send me a specific proposal and to provide a remedial action for this to be resolved.Regards,*** ***
[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 been able to verify with both *** *** *** *** and with *** *** *** that both accounts have been updated and closed out I also verified with my bank that the funds have been reversed and sent back to Nissan I also want to reiterate that my efforts to get this resolved only became extreme when the GM of Clearlake Nissan failed to resolve the same within a timely manner My overall impression Of The company is forever less than professional!As such, I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution would be satisfactory to me