Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below Regards, [redacted] ***
Revdex.com: Good afternoon, I was referred by [redacted] ***, I have had trouble trying to respond online, nothing has been resolved, the dealer has not tried to contact me at all, I'm enclosing an email from Nissan USA in which they interviewed the people at Buena Park and they admitted, they never provided me with a disclosure of the driving range, so they concealed the information that that type of car did not have the driving range that I was promised with (miles per charge)Please advise Regards, [redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below. I will be waiting on a call from them but I rather not deal with that dealership againI want to know if it's possible that I get the services that I need done to my vehicle at another dealership one that I have gone to already and am comfortable at.
Regards,
*** ***
I have communicated with the customer via email and phone conversationI reassured the customer all our Sales Consultants go through not only training from Nissan but also continuous in-house training, not to mention we always go over our delivery checklist which includes covering the owner manuals and main features of the vehicle. She stated you spoke with Nissan USA and they confirmed that her LEAF was working efficiently to their standards however, after speaking with the customer it seems she was not satisfied with the manufacturer and the LEAF itselfUnfortunately the Dealership is not able to provide compensation for sense of regret post-purchase however, I explained to Ms*** if this was a true manufacturer issue, she, the consumer is able to seek a resolution from Nissan North America another case can be reopened by calling 1-800-NISSAN-option The customer then expressed she would like me to open the complaint on her behalf as the Dealership, in which case I did attempt but was denied due to they required the customer to call herselfI apologized to the customer and forwarded the emails I had between NNA to show her they required her to open a case complaintNo further action available from the Dealership, I gave the customer my contact information for future references
Dealer has reviewed the case with Nissan North America to alert them the case is still outstandingCustomer satisfaction is our top priority and we will contact customer as soon as we receive response in order to find best resolution possible
Hello [redacted],
I want to thank you for the opportunity of speaking with you earlier today 11/22/14 unfortunately, the complimentary oil changes given to you were a thank you for purchasing here with us at Buena Park Nissan in which they can only be used here. Since the Dealerships are a franchise we can only transfer credit to one of our connecting stores, so another option we discussed would be our sister tore but you confirmed that location would be out of your range. I apologize we were not able to meet your expectations on your last visit however, we look forward to assisting you in the future if you choose to give us another chance and want to let you know we are here for you seven days a week if you should need any assistance.
Respectfully,
[redacted]
Owner Loyalty Manager
[redacted][email protected]
714-739-0800 Ext. [redacted]
Hello Ms. [redacted], I am responding the complaint filed by Ms. [redacted]. In which she claimed her trade vehicle was not paid off. The vehicle was paid off on December 10th, two days after her new vehicle loan was funded. We also had offered her a substantial...
discount, re-wrote the contract resulting in a lower payment. However, she still not completely satisfied, she wants additional discount, but we already have given her the lowest price we could. We have given her better than an employee price. If you have any questions please let me know. Thanks you
[redacted]Business ManagerBuena Park Nissan(714) 690-3186
To Whom It May Concern: We have tried to explain to [redacted] and have apologized for the breakage of his TV. We also have explained to him; he choose to move his house hold goods under basic liability. The customer is given a choice at the time of the estimate how they would...
like to release there household items. The liability would be an extra cost to the customer. [redacted] choose to move his house hold goods with basic liability at no cost to him. Once again [redacted] we apologize for the inconveniences you may have suffered, but hope that you come to understand our position in this matter. We also thank you for using and allowing Astro Moving & Storage to be of service to you.Sincerely, Jean S[redacted]Claims Manager
Puente Hills Nissan is a Nissan dealership but the lease is with Nissan Motor Acceptance Corporation, therefore we have no authority to waive the penalty on early termination. We are just a middle person who takes your lease return and notifies NMAC to come and pick up the vehicle. ...
Then they inspect the vehicle and bill you for any billable items which in this case are remaining payments, wear and tear and the disposition fee which are all stipulated on the lease contract you signed.We are sorry that you were mislead by one of our employees. If you could provide us with a name of that person, we will talk to him/her.Thank you.
Good afternoon, I have received a phone call from Nissan Buena Park, I explained again my situation, the person who spoke with me, suggested me to transfer the claim to Nissan USA since the Dealer does not take care of situations like mine, seems like the person I spoke with understood my situation but regardless cannot do anything. Nissan Buena Park is sending me back to square one. I think that this situation is becoming a football game, in which I do not want to be playing, if Nissan USA is the one I have to do a complaint, I think Nissan Buena Park has to direct the complain to Nissan USA not me. The way I see it, is I purchased the car from Nissan Buena Park and they were the ones did not tell me the specifics of the car included but not limited about the range of miles, driving on hills and long rides. Thank you so much I will be waiting for your response, [redacted] ###-###-####
Mr. [redacted],
I have emailed you the documents you requested please let me know if you fail to receive them.
You are correct that you returned the rental car on 5/9. I apologize for the mistake as I thought you returned it when you picked up your vehicle on 5/13. I also am aware that the certified letter we sent you was not received until after the original deadline to return the car due to “No Authorized Recipient Available” when the USPS tried to deliver the letter. Since I had previously stated that I was offering to waive the rental car ($35/day) and storage charges ($25/day) anyway, none of this really matters to the situation.
As for your vehicle not being ready for your pick up on 5/9 this was solely due to no one at the dealership being aware that you were going to pick it up that day. Had we been informed the vehicle most certainly would have been ready for you.
This brings us to your proposition that you get 3 months of payments for the time we had your vehicle. During this time you were provided with at minimum comparable vehicles to your Sentra. As such, the dealership was not obligated to offer to make any monthly payments. We did however offer the 2 payments due to the inconvenience we caused you.
Mr. [redacted], this whole situation has been unfortunate and I would like to once again express my apologies. This being said, I believe the 2 payments to be more than fair compensation for your inconvenience. I will not be able to offer anything more than the 2 payments in exchange for the mutual waiver of liability.
Sincerely,
___________________________________________________________
Dallas Ford
Vice President
The Brown Auto Group
Mrs. [redacted],
We value your business and in an attempt to remedy this situation we would like to offer you a $500 refund for the Guardian Shield products on your vehicle since there is an internal cost to the products that we have to pay.
Furthermore, as discussed we can remove the Protech alarm and refund you the amount that you paid.
If you would like to move forward with this please let me know I'll be more than happy to schedule an appointment to have this taken care of as quickly as possible.
[redacted]
Brown Automotive Group
Owner Loyalty Director
Office: (626)626-2659
Office 2: (714)690-3100 ext [redacted]
We have no knowledge of the allegations we are being accused of. The customer should have a copy of his contract, and he can check his information himself with his finance lender. We recently spoke with the customer and he did not mention any of this when he called to check his options for a new vehicle. The customer has not returned our calls on trading in his vehicle for a new loan, therefore there is nothing else the Dealer can do at this moment. If Mr. [redacted] has any more concerns we must refer him to NNA Consumer Affairs 1-800-NISSAN- 5 option 7 for any buy backs request or lemon claims.Thank you,[redacted]Owner Loyalty ManagerBuena Park Nissan
Tell us why here...Our corporate office has settled [redacted] claim. Her claim was settled with a basic liability. There was no paper work showing payment for extra coverage for [redacted] move. This was explained to the customer. We regret we could not settle the claim as [redacted]...
requested; but hoped that she would understand our position in this matter. The coverage was not paid for; there for the claim was settled at a basic liability.
Thank You
Jean S[redacted]
Astro Moving & Storage
The Dealership apologizes for his poor experience, we do not tolerate business like this and we will address the situation in order to ensure our customers are understanding what they are accepting on their contracts. Although the contract clearly states optional next to where the customer...
signed for the add-on, as a goodwill gesture the Dealership will be issuing a refund check for the Protech 1000 to the lender (Wells.) The amount refunded is $1618.34 (taxes included) it should reflect on the customer's account within 30-60 days. Our aim is to create lifelong customers and hope Mr. [redacted] will give us another chance to deliver truly exceptional service when he comes in for his first complimentary oil change in a few months.
Good afternoon, I have been waiting and waiting for any contact, reference, note, letter anything regarding my claim, seems like Nissan Dealer of Buena Park are just ignoring my messages as well as the Revdex.com messages. So far I have not received any contact or information regarding the handling of my complaint by Nissan Buena Park. Would you please let me know the legal steps to take against Nissan Buena Park?Thank you so muchI will be waiting for your response,[redacted]###-###-####
I am so sorry for the late response on this. I did speak with the customer in a timely matter but must have forgotten to respond via email to you.Nevertheless, Since the filing of this complaint we have reached out to Mr. [redacted] and informed him that we are refusing to do business with him due to...
his inappropriate behavior towards our receptionist during his last visit. We have checked with corporate and they have let us know that he can move forward at any other Nissan dealership his transaction does not need to be processed through Buena Park Nissan (this as well was disclosed to him).Please let me know if you have any further questions regarding this matter.
Hello Ms. [redacted], I want to inform you that we have contract Mr. [redacted]. As per his request, we had cancelled the additional items on the contract. The cancelled items were, Maintenance and Gap. He has decided to keep the vehicle Service Contract at time. The refund will be...
submitted the appropriated lender in approximately two to three weeks. If you have any questions, please feel free to contact me . Thank you very much. [redacted]Business ManagerBuena Park Nissan[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 For your reference, details of the offer I reviewed appear below Regards, [redacted] ***
Revdex.com: Good afternoon, I was referred by [redacted] ***, I have had trouble trying to respond online, nothing has been resolved, the dealer has not tried to contact me at all, I'm enclosing an email from Nissan USA in which they interviewed the people at Buena Park and they admitted, they never provided me with a disclosure of the driving range, so they concealed the information that that type of car did not have the driving range that I was promised with (miles per charge)Please advise Regards, [redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below. I will be waiting on a call from them but I rather not deal with that dealership againI want to know if it's possible that I get the services that I need done to my vehicle at another dealership one that I have gone to already and am comfortable at.
Regards,
*** ***
I have communicated with the customer via email and phone conversationI reassured the customer all our Sales Consultants go through not only training from Nissan but also continuous in-house training, not to mention we always go over our delivery checklist which includes covering the owner manuals and main features of the vehicle. She stated you spoke with Nissan USA and they confirmed that her LEAF was working efficiently to their standards however, after speaking with the customer it seems she was not satisfied with the manufacturer and the LEAF itselfUnfortunately the Dealership is not able to provide compensation for sense of regret post-purchase however, I explained to Ms*** if this was a true manufacturer issue, she, the consumer is able to seek a resolution from Nissan North America another case can be reopened by calling 1-800-NISSAN-option The customer then expressed she would like me to open the complaint on her behalf as the Dealership, in which case I did attempt but was denied due to they required the customer to call herselfI apologized to the customer and forwarded the emails I had between NNA to show her they required her to open a case complaintNo further action available from the Dealership, I gave the customer my contact information for future references
Dealer has reviewed the case with Nissan North America to alert them the case is still outstandingCustomer satisfaction is our top priority and we will contact customer as soon as we receive response in order to find best resolution possible
Hello [redacted],
I want to thank you for the opportunity of speaking with you earlier today 11/22/14 unfortunately, the complimentary oil changes given to you were a thank you for purchasing here with us at Buena Park Nissan in which they can only be used here. Since the Dealerships are a franchise we can only transfer credit to one of our connecting stores, so another option we discussed would be our sister tore but you confirmed that location would be out of your range. I apologize we were not able to meet your expectations on your last visit however, we look forward to assisting you in the future if you choose to give us another chance and want to let you know we are here for you seven days a week if you should need any assistance.
Respectfully,
[redacted]
Owner Loyalty Manager
[redacted][email protected]
714-739-0800 Ext. [redacted]
Hello Ms. [redacted], I am responding the complaint filed by Ms. [redacted]. In which she claimed her trade vehicle was not paid off. The vehicle was paid off on December 10th, two days after her new vehicle loan was funded. We also had offered her a substantial...
discount, re-wrote the contract resulting in a lower payment. However, she still not completely satisfied, she wants additional discount, but we already have given her the lowest price we could. We have given her better than an employee price. If you have any questions please let me know. Thanks you
[redacted]Business ManagerBuena Park Nissan(714) 690-3186
To Whom It May Concern: We have tried to explain to [redacted] and have apologized for the breakage of his TV. We also have explained to him; he choose to move his house hold goods under basic liability. The customer is given a choice at the time of the estimate how they would...
like to release there household items. The liability would be an extra cost to the customer. [redacted] choose to move his house hold goods with basic liability at no cost to him. Once again [redacted] we apologize for the inconveniences you may have suffered, but hope that you come to understand our position in this matter. We also thank you for using and allowing Astro Moving & Storage to be of service to you.Sincerely, Jean S[redacted]Claims Manager
Puente Hills Nissan is a Nissan dealership but the lease is with Nissan Motor Acceptance Corporation, therefore we have no authority to waive the penalty on early termination. We are just a middle person who takes your lease return and notifies NMAC to come and pick up the vehicle. ...
Then they inspect the vehicle and bill you for any billable items which in this case are remaining payments, wear and tear and the disposition fee which are all stipulated on the lease contract you signed.We are sorry that you were mislead by one of our employees. If you could provide us with a name of that person, we will talk to him/her.Thank you.
Good afternoon, I have received a phone call from Nissan Buena Park, I explained again my situation, the person who spoke with me, suggested me to transfer the claim to Nissan USA since the Dealer does not take care of situations like mine, seems like the person I spoke with understood my situation but regardless cannot do anything. Nissan Buena Park is sending me back to square one. I think that this situation is becoming a football game, in which I do not want to be playing, if Nissan USA is the one I have to do a complaint, I think Nissan Buena Park has to direct the complain to Nissan USA not me. The way I see it, is I purchased the car from Nissan Buena Park and they were the ones did not tell me the specifics of the car included but not limited about the range of miles, driving on hills and long rides. Thank you so much I will be waiting for your response, [redacted] ###-###-####
The location I purchased my vehicle from was Buena Park Nissan.Thank you, [redacted]
Mr. [redacted],
I have emailed you the documents you requested please let me know if you fail to receive them.
You are correct that you returned the rental car on 5/9. I apologize for the mistake as I thought you returned it when you picked up your vehicle on 5/13. I also am aware that the certified letter we sent you was not received until after the original deadline to return the car due to “No Authorized Recipient Available” when the USPS tried to deliver the letter. Since I had previously stated that I was offering to waive the rental car ($35/day) and storage charges ($25/day) anyway, none of this really matters to the situation.
As for your vehicle not being ready for your pick up on 5/9 this was solely due to no one at the dealership being aware that you were going to pick it up that day. Had we been informed the vehicle most certainly would have been ready for you.
This brings us to your proposition that you get 3 months of payments for the time we had your vehicle. During this time you were provided with at minimum comparable vehicles to your Sentra. As such, the dealership was not obligated to offer to make any monthly payments. We did however offer the 2 payments due to the inconvenience we caused you.
Mr. [redacted], this whole situation has been unfortunate and I would like to once again express my apologies. This being said, I believe the 2 payments to be more than fair compensation for your inconvenience. I will not be able to offer anything more than the 2 payments in exchange for the mutual waiver of liability.
Sincerely,
___________________________________________________________
Dallas Ford
Vice President
The Brown Auto Group
Since the filing of this complaint we have accepted the return of this vehicle from Ms. [redacted].
Mrs. [redacted],
We value your business and in an attempt to remedy this situation we would like to offer you a $500 refund for the Guardian Shield products on your vehicle since there is an internal cost to the products that we have to pay.
Furthermore, as discussed we can remove the Protech alarm and refund you the amount that you paid.
If you would like to move forward with this please let me know I'll be more than happy to schedule an appointment to have this taken care of as quickly as possible.
[redacted]
Brown Automotive Group
Owner Loyalty Director
Office: (626)626-2659
Office 2: (714)690-3100 ext [redacted]
We have no knowledge of the allegations we are being accused of. The customer should have a copy of his contract, and he can check his information himself with his finance lender. We recently spoke with the customer and he did not mention any of this when he called to check his options for a new vehicle. The customer has not returned our calls on trading in his vehicle for a new loan, therefore there is nothing else the Dealer can do at this moment. If Mr. [redacted] has any more concerns we must refer him to NNA Consumer Affairs 1-800-NISSAN- 5 option 7 for any buy backs request or lemon claims.Thank you,[redacted]Owner Loyalty ManagerBuena Park Nissan
Tell us why here...Our corporate office has settled [redacted] claim. Her claim was settled with a basic liability. There was no paper work showing payment for extra coverage for [redacted] move. This was explained to the customer. We regret we could not settle the claim as [redacted]...
requested; but hoped that she would understand our position in this matter. The coverage was not paid for; there for the claim was settled at a basic liability.
Thank You
Jean S[redacted]
Astro Moving & Storage
The Dealership apologizes for his poor experience, we do not tolerate business like this and we will address the situation in order to ensure our customers are understanding what they are accepting on their contracts. Although the contract clearly states optional next to where the customer...
signed for the add-on, as a goodwill gesture the Dealership will be issuing a refund check for the Protech 1000 to the lender (Wells.) The amount refunded is $1618.34 (taxes included) it should reflect on the customer's account within 30-60 days. Our aim is to create lifelong customers and hope Mr. [redacted] will give us another chance to deliver truly exceptional service when he comes in for his first complimentary oil change in a few months.
Good afternoon, I have been waiting and waiting for any contact, reference, note, letter anything regarding my claim, seems like Nissan Dealer of Buena Park are just ignoring my messages as well as the Revdex.com messages. So far I have not received any contact or information regarding the handling of my complaint by Nissan Buena Park. Would you please let me know the legal steps to take against Nissan Buena Park?Thank you so muchI will be waiting for your response,[redacted]###-###-####
I am so sorry for the late response on this. I did speak with the customer in a timely matter but must have forgotten to respond via email to you.Nevertheless, Since the filing of this complaint we have reached out to Mr. [redacted] and informed him that we are refusing to do business with him due to...
his inappropriate behavior towards our receptionist during his last visit. We have checked with corporate and they have let us know that he can move forward at any other Nissan dealership his transaction does not need to be processed through Buena Park Nissan (this as well was disclosed to him).Please let me know if you have any further questions regarding this matter.
Hello Ms. [redacted], I want to inform you that we have contract Mr. [redacted]. As per his request, we had cancelled the additional items on the contract. The cancelled items were, Maintenance and Gap. He has decided to keep the vehicle Service Contract at time. The refund will be...
submitted the appropriated lender in approximately two to three weeks. If you have any questions, please feel free to contact me . Thank you very much. [redacted]Business ManagerBuena Park Nissan[redacted]