Antique Alcove

attached are copies of the pre-delivery inspection and the delivery checklist.  Vehicle has been repaired by Nissan technicians and all mechanical problems have been resolved.

CUST PRE APPROVED PARTS TO BE ORDERED AND TEAR DOWN OF VEHICLE BEFORE INSURANCE ADJUSTER INSPECTED VEHICLE. CUST WAS AWARE HE WOULD HAVE TO PAY THESE CHARGES IF COVERED  OR NOT BY INSURANCE CO. CUST WAS AWARE AND HAS LEFT VOICEMAILS AGREEING HE WAS AWARE OF THESE CHARGES IN REGARDS TO COST...

OF PARTS AND LABOR, PARTS DEPARTMENT MANAGER SOLD THE PART TO CUSTOMER AT REDUCED RATE TO HELP CUSTOMER OUT. PART WAS A SPECIAL ORDER AND NON RETURNABLE. CUST WAS ALSO AWARE OF THIS. INSURANCE CO WAS NOT RESPONSIVE TO SUPPPLEMENTTAL REQUEST FOR ADDITIONAL LABOR TO CLEAN BIO HAZARD DASH COMPONENTS. CUSTOMER SIGNED AND PAID BILL AND HAD VEHICLE REMOVED.

Complaint: [redacted]
I am rejecting this response because:The response here is disappointing for multiple reasons.First, the conversation that Mr. [redacted] referenced here did not happen as he said, a fact he knows too well. The idea that I drove the car with the cap off was his construct, not my statement. In fact, I tried to correct him several times on the phone, but he obviously felt his version of events gave his dealership a convenient excuse to blame me for the damage.Second, the version of events he described did not happen. When the heater did not work properly, I researched the symptoms and the most common cause in a Mazda 3 was an air bubble in the heater due to improper bleeding of the cooling system. The solution was simple – run the engine in the driveway for a short time with the radiator cap off and the heater on full blast and the air works its way out. I did this, replaced the cap, drove the car around the block and there was no improvement. It was at that time I decided it was beyond my capabilities and I had it towed to a reputable mechanic. The third reason really makes this almost comical. It seems the qualified mechanics at Town North have decided that driving around with the radiator cap off for a short time will overheat the engine and cause the head gasket to be damaged. I refer to my original complaint where I stated that the coolant reservoir was found to have a crack in it in addition to a blown head gasket. The coolant system would not hold pressure due to the crack and this would result in the exact same behavior as a case of the cap being left off. If the inability to hold pressure would cause the car to overheat and damage the head gasket, then this would first have happened when the Town North mechanics were test driving the car BEFORE I purchased it. In fact as I reviewed some pictures of the car I took when I first looked at it before it had gone into the shop for repairs, detailing, etc., I now see the engine photo I took pretty clearly shows that there is no coolant in the reservoir. When I did the test drive, later, the reservoir was full. This leads credence to the scenario that the car had overheated and blown a head gasket due to a failed coolant reservoir before I purchased it. The Town North shop must have filled the empty tank with coolant and looked no more or said nothing about it.Town North Nissan could be honest and plainly state that while the car had a major defect, I bought the car as-is, and they are not liable for anything once I drive off the lot, or Town North could apologize that the vehicle they sold to me has problems, and while they do not have liability, they are willing to help by doing X because they care about their customers, but instead they continue to insist that the condition of the vehicle is the fault of their customer. This is a pretty interesting, and sad, position to take for a customer oriented business.
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because: No documents were provided still. Only the vehicle is repaired and handed over.Awaiting for PIDelivery report, Mileage history, Safety Inspection records.
Regards,
[redacted]

Mr. [redacted],  Attached is a copy of the DMV report that was pulled today, March 11, 2016.  As you can see there is no lien attached to your vehicle.  Who informed you that there was a lien?  To address the aircheck program offered by the state- yes we do participate in that...

program, the paperwork has been turned in and we are still awaiting our payment from the state.  This does not have any effect on your balance that was due with us- our transaction is complete.  Please let me know if you have additional questions or concerns. [redacted]

We had to escalate the issue for this particular customer because the product that they purchased is non-cancellable. I now have approval to process the refund.

Titles are sent by the state to the customer.  If you do not receive the title to your vehicle within the next three weeks please reach out to me directly at [redacted] and I will have our title clerk reach out to the state DMV and see what the holdup is. [redacted]

Mr. & Mrs. [redacted],We have already taken steps to get this warranty cancelled for you. We needed your signature on the cancellation form and this was sent back to us on Friday May 29th. It has already been submitted to our cancellation department as of 11am on Tuesday June 2nd. It can take up...

to 6 weeks before the funds post to your vehicle loan. Thank you

Mr. [redacted] ,           I have read your concerns and have reviewed your file as well as questioned all parties involved in order to have a clear understanding of your concerns. I was not privy to the conversation that your wife had with the...

finance manager and apparently neither were you so I will speculate as to what was or was not said, I will stick to the facts. I have attached three documents all signed by your wife, Mrs. [redacted]. The first document fully discloses exactly what she is choosing to purchase, what her payment would be with those options and what it would be without those options. The Nissan Security Plus Service Contract states that it will "pay for part and labor  on covered repairs." This document does not state that anything is bumper to bumper. The Nissan Security Plus vehicle service contract covers mechanical breakdowns that may occur during the selected time period of coverage, not just manufacturer defects. The second document re-affirms her understanding of what options she is choosing to purchase and what options are being declined. The third document is a delivery checklist signed by Mrs. [redacted] stating that the information about the vehicle including what the factory warranty is (3 years,/36,000 miles), was explained to her.  The cancellation process can take 4-6 weeks. The funds will be credited to your account within the next few weeks.

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.
Regards,
[redacted]

Repeat of the e-mail sent 3/14/17. [redacted], It’s been 5 weeks since the first e-mail I show and this process can take up to 8 weeks. Your cancellation had been rejected by Nissan and required additional documentation that I provided for my accounting department. Last time I spoke with them,...

they were going to be handling checks this week. I will check on the status of your check tomorrow if it isn’t handled today.  -Per this e-mail, I have sent a request for an update on checks to my accounting department. I have not received a response but anticipate the check will be issued before the end of the week and will be mailed from Houston to the customer.

We had a bad phone number for her, so we were calling the wrong number when her parts arrived.  Then when she called we were trying to look up her info by phone number because she has a very common last name.  With the wrong phone number we weren't able to look her up her info successfully...

when she called.  We have now contacted the customer and we were able to fix her vehicle.

Mr. [redacted], Any issues with the refund amount should be taken up with Nissan directly. I show you only actually paid $2,800 for your extended warranty and have attached your contract showing this amount so you refund of $2,526 is an accurate refund based on the date and mileage at the time you...

cancelled. Thanks,

[redacted],
We have searched our system and not found any car purchase under your name. We are unable to discuss car deal information with outside parties not associated with the vehicle purchase. Thank you.

Mr. [redacted], It is unfortunate to hear that your experience with the NMAC customer service department has not met your expectations. NMAC has several options available for payment method. You have the option to set up recurring monthly payments in order to prevent having to call in every 30 days....

Also I am not sure what number you have used in the past but [redacted] has been a number that several customers have used to pay their monthly bill and have had positive experiences. You also have the option to send in the payment by mail in  the form of a check or cashiers check. As far as returning your lease, I am not at liberty to say what NMAC/NILT will find as a resolution for that. This issue would have to be discussed with NMAC/NILT directly.  Thank You

Complaint: [redacted]
I am rejecting this response because:The business has delayed my refund multiple times.  I no longer believe they actually intend to issue my refund.
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because:Yes, because I had no choice and because I need my truck, I paid and removed the truck to another Nissan dealership who agreed to do the work for far less than $4,000 which is extremely excessive.  They dragged this out, caused me great inconvenience and stress, and all the while I assumed this would get resolved with my insurance and come to a fair resolution. As it turns out, the hvac system parts were completely unnecessary and now I am stuck with them.  I personally was never told that the parts would not be returnable, and was under the impression they were necessary.  They might have communicated this information to my husband, but it was never made clear to me in any of the conversations I had with these people. I do not understand why, like any other good or product, I cannot return it and simply be charged a restocking fee. The other dealership has already completed the work after receiving my truck around noon on 6-21-17 and for $1,400, far less money than $4,000.  The other dealership also did not claim this condition is a “bio-hazard,” and I have never heard of anyone else making such a claim. This happens a lot in Texas, where there are lots of varmints that for some strange reason like to crawl into vehicles. Frankly, if I had the tools and know-how to take a truck apart, I would have done it myself. I am not afraid of a dead mouse.
Regards,
[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.  
Regards,
[redacted]

We cancelled the sale and gave the customer back his trade.

The sales price of a vehicle is different than the price of any warranties purchased by customers. the sales price was 8400, we can give you trade value for the car and cancel the service contract.