A's Communications

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 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 would. It's good to know that you don't feel it's your responsibility OC. I have asked for your number directly from Marc and Issac before I made a compliant with Revdex.com and neither would give it to me. The reason the car was paid late because a clerical error made about the Vin number which delayed my car even being registered. I 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 Clearlake. This has been the most horrible customer service I have gotten ever from a company. Anyway 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 about. I would like the corporate number at this point to complain, because officially no one in the office can. Thanks. 
Regards,

Hello Mr. [redacted], please call me at [redacted] I have left you a voice mail. As per our discussion on your last visit, we have agreed to put you in a loaner to send it to a General Motors dealer. We have the ability to check and install Freon which we have done. The equipment we were referring too...

that may be necessary to read the on board computer if only available a ** dealers. The A/C is checking out OK using A/C gauges and we have not been able to duplicate your concern. After we charged the system the first time, our tech and adviser did drive the truck and it did not act up. The second visit my intentions were to provide you with a loaner and get it to a ** dealer to let them check it out. We 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 40 degrees. I 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 expenses. You indicated in our phone conversation after you left upset that you would get back in touch with me. We are still waiting for your verbal response. We are not trying to tell you it is fine, we simply stated we cannot replace parts unless we find a failed component. The offer still stands on Clear Lake Nissan sending it out for you. We are sorry we cannot duplicate your concern, but do want to help resolve your issue. I am surprised it has escalated to contacting Nissan and the Revdex.com. We have offered you a solution at our expense. Hopefully you will take us up on the offer and they will be able to duplicate your concern. David [redacted] Owner Loyalty Manager.

The Dispute Resolution Team
[email protected]
In response to Concern filed 10/8/2015 at 3:21:52 PM
assigned ID#[redacted].
[redacted] 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 Manager. In 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 month. She contracted with Clear Lake Nissan to purchase her new vehicle
on the 20th of March. Our records indicate we paid the vehicle in
question off on April 10th. With the overnight service this should
have only been one to two days past due. We did generate a letter and forwarded
to [redacted], apologizing for any inconvenience this may have caused. Mark also
let [redacted] 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
payment. Due to privacy acts, we are not allowed to contact the lender and try
to resolve the issue. The letter we generated was at the request of [redacted],
and was for her to forward as needed. Below is the information on the check we
cut and sent to her lien holder which included any late fees. I do not see
where we can do anything to further resolve this issue.
David S[redacted]
Owner Loyalty Manager
Clear Lake Nissan
281 557-5339
Check# [redacted]      Date 04/10/2015                           Stock# [redacted]Name     [redacted]                         [redacted]Address  [redacted]                                   ...⇄ VIN# [redacted]City, State [redacted]                                   ...⇄ 11ZP/PC    [redacted]       Phone  [redacted]                    Make [redacted]Loan# [redacted]                                   ...⇄ Car Line  [redacted]Account# [redacted]                                   ...⇄ Amount $16,717.44Line Account Number                      Amount                  Controll#                      Description1.  301C                                      ...⇄ $16,435.22              [redacted]                       [redacted]2.  300A                                      ...⇄ [redacted]               Short Payoff [redacted]

We checked into the complaint and the issue has been resolved. Thank you for bringing to our attention. [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 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,

[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.

Responded by email to Mr. [redacted] (copy below). Mr. [redacted] responded and agreed to a partial refund on the labor. A check request was filled out and forwarded to our accounting office today. I thank him for responding to verify the address.Tue 3/28/2017 7:27 PM Thank you for responding, I will get with Mario in the morning and generate a check request. I was not sure if the address was correct, but I received your voice mail. Let the Revdex.com know we have made contact. From: [redacted] [mailto:[redacted]] Sent: Tuesday, March 28, 2017 7:10 PM To: David [redacted] <D[redacted]@clearlakenissan.com> Subject: Re: Refund David,I received your message. I accept your refund offer of $160.00. 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, 2017 9:00 AM, David [redacted] <D[redacted]@clearlakenissan.com> wrote: Hello [redacted], after reading your last response I have met with our service director Mario. We have been waiting on your call. I 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 $160.00. Your other number on file [redacted] indicates it has been disconnected. I need to verify your mailing address or you can come in to pick up refund. The refund is based on the work performed on your vehicle. The 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 refund. David [redacted] – Owner Loyalty Manager Clear Lake Nissan [redacted]. David [redacted]Owner Loyalty ManagerClear Lake NissanDirect [redacted]www.clearlakenissan.com

From: John [redacted] Sent: Saturday, November 12, 2016 9:19 AM To: [redacted] Cole Subject: Re: Request for Assistance [redacted], sorry you are having problems with your car. Unfortunately this sometimes happens when purchasing a new or pre-owned vehicle, especially pre-owned. We do our best to inspect...

these vehicles before we offer them for sale. We visually inspect as well as running computer scans to make sure or vehicles are in good condition. Even 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 vehicle. I'm sorry for any damage the vehicle sustained but that damage would be reported to the insurance companies of both vehicles involved. If the insurance companies thought it was the cars fault the would surrogate against the manufacturer. I 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 insurance. Best Regards, John [redacted]

First and foremost I would like to apologize for any inconvenience that this situation has caused the [redacted] family. I spoke to Mrs. [redacted] on Friday January 22nd at 9:45 AM and I explained to her that I had been out for about seven days on vacation. I had a message from both Mrs. [redacted] and...

[redacted] upon my return to the dealership. I returned both calls by 10:15 and apologized that I was unavailable and explained that I had been out on vacation. I 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 completed. As far as the payoff going up $5,000 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 payoff. When we realized the mistake we never once asked the [redacted]s to pay the full $5,000 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 difference. I 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 $800. 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 vehicle. We made an honest mistake, the mistake could have been made by [redacted] bank. We attempted to absorb the bulk of the mistake although we had a signed agreement stating that the customer was responsible for any difference. As of now we have mailed the payoff and started the process of closing out the account. I have also called [redacted] to inform them that we were mailing the payoff. I spoke to Mr. [redacted] in person on numerous occasions and he and his wife are great people. I apologize that I was out for a week and did not get this taken care of sooner but this was not an every day occurrence. If there is anything that I our the dealership can do in the future we would not hesitate. It 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.

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]

We met with Mr.Pumpetch and reach an agreement to purchase back the vehicle in question. Our records indicate he has received our check. Hopefully this will close out this case. Mr. Pumpetch has my contact information if any additional information is needed.[redacted]