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]
I do not accept this proposal, first I tried to solve the problem by going personally they should solve my problem instead of accusing me of being LYFT etc ...That does not matter I bought the car with two different types of mileage. I want the CARFAX with the correct mileage.This car is giving me many problems, I bought another car at 8 months and I never had to change the brakes are in perfect condition.I'm not going to pay anything at all, besides having a very poor service they accuse me.I want it solved without paying a penny.I looked for a NISSAN store because I thought it would be well attended and would not give me problems, my mistake.Still say the car is CERTIFIED?Mileage DEALER = 44,416Mileage CARFAX = 36,714I do not indicate this store to anyone, they promise but they do not comply.Thank you
This is in response to [redacted] complaint concerning charges. [redacted] was advise prior to the move of our minimum charges. The sales person and appointment setter both have been with our agency many years. I believe there was a miss communication; however we did speak with both persons...
who spoke with [redacted] prior to the move and they both said they explained this very clearly to [redacted].
We did not over charge [redacted] for his move and regret we cannot make an adjustment to the charges. We hope you understand our position in the matter. We thank you for allowing Astro Moving & Storage to be of service to you.
Thank You
Astro Moving & Storage
We would like to assist the customer as best as possible if this is something the Dealership has control over. If the customer has a manufacturer concern of how the vehicle is equipped or running, we will also assist customer to the right direction, in this case it seems like it would be Nissan...
North America if the customer is requesting a buyback. We will be reaching out to customer in order to provide them the information necessary to move forward.
The Dealership apologizes to the customer due to we recently have had personnel changes and the person handling this case is no longer here. We need more time to look into this, our records are kept at another location. There is no one on our side that states the disclosure was not included and "[redacted]" no longer works for NNA Consumer Affairs so we have not been able to speak with her to find out where she received such confirmation. We have put in a request for the 2011 contract to be pulled from our other location and will continue to look into this for the customer. Thank you for your patience.
Dear Ms. [redacted],
I would like to sincerely apologize on behalf of our Dealership in regards to your recent service experience. We have addressed your concern and after speaking with all parties involved I was able to gather all the information needed. When you purchase a vehicle here...
with us we pre-schedule your first complimentary oil change appointment, which serves as a service reminder three months later to let you know your first service is going to be needed soon. However, it seems you were not explained that during your reminder call and our representative treated it as an appointment confirmation, and for that I apologize [redacted] it was our mistake. We understand our customer's have a busy schedule and if they take time to come visit us it can be frustrating to learn based on your own specific driving habits your vehicle was not ready to be serviced. We weren't able to service your vehicle but we went ahead and performed the complimentary wash all our service vehicles receive, unfortunately it was rightfully not to your satisfaction so we had a detail team member come dry off any spots that were dripping. Then from my understanding, you spoke with our Internal Service Assistant [redacted] and she was able to speak with the Service Manager within 5-10 minutes to explain all the inconveniences you had gone through. For the inconvenience of you having to come prematurely and the wash not being to your satisfaction we filled up your gas tank. Once again [redacted], we are regretful to read of your satisfaction and will be reaching out to you once again today in order to see if there is anything more the Dealer can do for you at this point. Looking forward to assisting you, and have a pleasant weekend.
Best Regards,
[redacted]
Owner Loyalty Manager
714-739-0800 Ext. [redacted]
Buena Park Nissan
6501 Auto Center Drive
Buena Park, CA 90631
Mr. [redacted],Our offer stands and is our best and final offer. We feel we have done the best we can to repair your car and rectify our mistakes and as of now, we are choosing to no longer engage nor enable any future repairs here nor elsewhere. We are still willing to make two of your payments. If you would like to move forward with this please let us know otherwise please feel free to take whichever other action you feel suits you best. [redacted] Lucia [redacted]Brown Auto GroupOwner Loyalty DirectorOffice: [redacted]Office2: [redacted] ext. [redacted]
The Guardian Shield Protection Plan is optional and therefore, we will refund you the full amount which is $1495 plus tax. But the refund needs to go back to the lender which is NMAC and it will be applied toward your loan.Also the rebate of $500 was already applied on the contract under...
manufactures rebate in the down payment section of the contract. Our General Manager, [redacted] has left you a message to discuss this matter with you but has not heard back from you.We will be glad to refund your lender the $1495 plus tax as we value your business and we are sorry that you felt deceived.Let us know. Thank you.
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.
The business in question was the cause of this action and not being transparent and having good customer service practices that will enhance customer trust and confidence. They refused to take/respond to repeated requests to deal with the issue on a timely matter. This business is negligent in the way that they handle customers and their issues. They are not responsive on resolving disputes quickly professional and in good faith. Like I said before it took them four weeks to respond to my complaint and it's been almost three months for them to repair or try to repair the poor quality work done. For the past three months all they have done is apologize over and over but not tried to rectify the problem due to the negligence at there dealership. I notified the GM and owner via email that I or wife will be picking up my still damaged vehicle on 5/9...but after arriving at the dealership we noticed the front passenger side tire with a flat and car dirty and after bringing it to there attention of course they again try to throw the blame on us. I called [redacted],[redacted] and [redacted] and no answer so I left them all a voice message to call me and again I have not received a call back from either of them to discuss when my car will be ready to be picked up?. I feel I'm being forced to accept my car in the poor condition its in. Again I been very reasonable and patient with them and yet I been treated unfairly as a customer and as a person all I did was bring my car in for an oil change, this is not my fault in any way shape or form. I don't understand why the consumer is getting punished cause the quality of work done. They have failed to answer numerous questions I have requested and have not tried to make a good faith effort to resolve my dispute. And per Ana's previous conversations she has proposed the option of reimbursing two months of payments totaling $ 1,042.50- this does not resolve the damage not being fixed on my car and they have had possession of my vehicle for about three months. I waited patiently for them to come to a resolution and at the end I'm getting treated unfairly. One thing I want done is all optional goods and services to be fully cancelled. Since I will no longer feel comfortable taking my car to them for any further services.
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 (130 miles per charge). Please advise
Regards,
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID* [redacted], and have determined that my complaint has NOT been resolved because:
We walked through our entire 3 BEDROOM APARTMENT, GARAGE AND EXPLAINED WE HAD A 5X8 STORAGE UNIT. At no time, did the agent tell us the price was for "40 pieces". Nor would I have agreed to that, as I would clearly have more items than that with that amount of space to be transported. Also, we broke down all of the bed frames, bunk beds, and the dining room table so the movers would not have to do this when they arrived, the inventory sheets list each of the broken down pieces individually including each chair. That hardly is acceptable to me. Please explain how 1 dining room table and 6 chairs became well over 10 pieces alone.
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[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.
The business in question was the cause of this action. They refused to take/respond to repeated requests to deal with the issue. There was no inappropriate behavior caused towards the receptionist. This business is negligent in the way that they handle customers and their issues. Their late response is indicative of the systemic problems that plague this business. In fact, they have never responded to the inquiry made by Nissan USA's request for information regarding the matter.This business should issue an apology immediately.
Regards,
[redacted]
To Whom it may Concern:We have spoke with the customer [redacted] 3/**/16 again and explained to the customer; the driver is working on getting the items back to the customer. We did apologize to the customer concerning the miss delivery. The driver is working with the...
customer to resolve this issue. Our customer satisfaction is very important to our company. Thank YouJean S[redacted]Claims Manager
I would like to apologize for any inconvenience you may have experienced. We always aim to meet our customer's expectations, we apologize if we failed to meet your expectations. We will continue to work with our staff on improving the customer experience. I see that the down payment was agreed to be paid within 14 days and you paid the down payment on the 11th day, thank you. For purchasing your vehicle here at our dealership we do provide two complimentary oil changes for the inconvenience you may have experienced will are willing to provide an additional two oil changes. Thank you for taking the time share your concerns as stated will we work with our staff. Thank you.
The response that we received from the company does not offers a solution for the problem that resulted from [redacted] having incompetent staff working there. We were told we had 2 weeks to give the $1000 for the car. And since our complaints weren't being heard that was the only way we had to talk to somebody that could explain to us what was going on. The staff at [redacted] are so unprofessional. We are very disappointed of the way they conduct bussiness.
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:
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.
Please post this reply on the Revdex.com website.
BUYER BEWARE
I would advise all car buyers to do research on the Brown Auto Group
(Puente Hills Nissan) prior to purchasing a vehicle. If the check the vehicles
before putting up for sale these items should be found. I have never in my life
had to put this much time and effort in any vehicle I have purchased.
The sold me a vehicle with
Faulty front hub bearing
Faulty scalloped front tires
faulty fuel sending unit
(notifying the bureau of automotive repair)
Order of events:
1. 5/16/15 Went in on a Saturday to purchase a vehicle. A employee took the
keys home so the vehicle was unavailable for purchase.
2. 5/17/15 Returned Sunday to purchase the vehicle. The vehicle was
advertised at $3988. The finance manager tried to sell me multiple add on's so
the vehicle was 1500-2000 dollars more than the advertised price. I walked away
from the deal. I email the General Manager and he said it should have been sold
at the advertised price.
3. 5/18/15 Returned Monday and purchased the vehicle. The vehicle was
advertised at $3988. I was charged $3998. (will notify weights and measures)
4. 5/18/15 Drove the vehicle home and noticed a noise coming from the front
end. Checked the tires and found that they were scalloped. I thought, no big
deal, its just the tires.
5. 5/30/15 Purchased 2 new front tires and realize the noise was not the
tires.
6. I remembered the vehicle came with a 3 month/ 3000 mile warranty.
EXACT Wording on warranty:
Front Wheel Drive
All internal lubricated parts,axle shafts,constant velocity joints, front
hub bearing
7. 6/13/15 Returned to dealership to have warranty covered item replaced. I
was told the warranty only covers internal lubricated items.
8. On 6/15/15 the dealership offered to replace the bearing for free and a
50% discount on the sending unit.
9. 6/19/15 Returned to the dealership to have the hub bearing
replaced.]
Regards,
[redacted]
Hello Ms. [redacted] Our Customer Service Manager have contacted Ms. [redacted] and came to a mutual agreement. Ms. [redacted] requested a discount of $647.00 for the alarm and in our continues effort to keep customer happy, our General Manager has agreed to grant her the request. We will...
process a refund check to the appropriate lender no later than next Monday. If you have any questions please feel free to call me. [redacted]
We have settled this claim the customer has received there check. We apologize for any inconveniences this may have caused. Thank YouJean S[redacted]Astro Moving & Storage
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]
I do not accept this proposal, first I tried to solve the problem by going personally they should solve my problem instead of accusing me of being LYFT etc ...That does not matter I bought the car with two different types of mileage. I want the CARFAX with the correct mileage.This car is giving me many problems, I bought another car at 8 months and I never had to change the brakes are in perfect condition.I'm not going to pay anything at all, besides having a very poor service they accuse me.I want it solved without paying a penny.I looked for a NISSAN store because I thought it would be well attended and would not give me problems, my mistake.Still say the car is CERTIFIED?Mileage DEALER = 44,416Mileage CARFAX = 36,714I do not indicate this store to anyone, they promise but they do not comply.Thank you
This is in response to [redacted] complaint concerning charges. [redacted] was advise prior to the move of our minimum charges. The sales person and appointment setter both have been with our agency many years. I believe there was a miss communication; however we did speak with both persons...
who spoke with [redacted] prior to the move and they both said they explained this very clearly to [redacted].
We did not over charge [redacted] for his move and regret we cannot make an adjustment to the charges. We hope you understand our position in the matter. We thank you for allowing Astro Moving & Storage to be of service to you.
Thank You
Astro Moving & Storage
We would like to assist the customer as best as possible if this is something the Dealership has control over. If the customer has a manufacturer concern of how the vehicle is equipped or running, we will also assist customer to the right direction, in this case it seems like it would be Nissan...
North America if the customer is requesting a buyback. We will be reaching out to customer in order to provide them the information necessary to move forward.
The Dealership apologizes to the customer due to we recently have had personnel changes and the person handling this case is no longer here. We need more time to look into this, our records are kept at another location. There is no one on our side that states the disclosure was not included and "[redacted]" no longer works for NNA Consumer Affairs so we have not been able to speak with her to find out where she received such confirmation. We have put in a request for the 2011 contract to be pulled from our other location and will continue to look into this for the customer. Thank you for your patience.
Dear Ms. [redacted],
I would like to sincerely apologize on behalf of our Dealership in regards to your recent service experience. We have addressed your concern and after speaking with all parties involved I was able to gather all the information needed. When you purchase a vehicle here...
with us we pre-schedule your first complimentary oil change appointment, which serves as a service reminder three months later to let you know your first service is going to be needed soon. However, it seems you were not explained that during your reminder call and our representative treated it as an appointment confirmation, and for that I apologize [redacted] it was our mistake. We understand our customer's have a busy schedule and if they take time to come visit us it can be frustrating to learn based on your own specific driving habits your vehicle was not ready to be serviced. We weren't able to service your vehicle but we went ahead and performed the complimentary wash all our service vehicles receive, unfortunately it was rightfully not to your satisfaction so we had a detail team member come dry off any spots that were dripping. Then from my understanding, you spoke with our Internal Service Assistant [redacted] and she was able to speak with the Service Manager within 5-10 minutes to explain all the inconveniences you had gone through. For the inconvenience of you having to come prematurely and the wash not being to your satisfaction we filled up your gas tank. Once again [redacted], we are regretful to read of your satisfaction and will be reaching out to you once again today in order to see if there is anything more the Dealer can do for you at this point. Looking forward to assisting you, and have a pleasant weekend.
Best Regards,
[redacted]
Owner Loyalty Manager
714-739-0800 Ext. [redacted]
Buena Park Nissan
6501 Auto Center Drive
Buena Park, CA 90631
[redacted]Our company policy mandates that we do not pay off the trade until the loan is funded
Mr. [redacted],Our offer stands and is our best and final offer. We feel we have done the best we can to repair your car and rectify our mistakes and as of now, we are choosing to no longer engage nor enable any future repairs here nor elsewhere. We are still willing to make two of your payments. If you would like to move forward with this please let us know otherwise please feel free to take whichever other action you feel suits you best. [redacted] Lucia [redacted]Brown Auto GroupOwner Loyalty DirectorOffice: [redacted]Office2: [redacted] ext. [redacted]
The Guardian Shield Protection Plan is optional and therefore, we will refund you the full amount which is $1495 plus tax. But the refund needs to go back to the lender which is NMAC and it will be applied toward your loan.Also the rebate of $500 was already applied on the contract under...
manufactures rebate in the down payment section of the contract. Our General Manager, [redacted] has left you a message to discuss this matter with you but has not heard back from you.We will be glad to refund your lender the $1495 plus tax as we value your business and we are sorry that you felt deceived.Let us know. Thank you.
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.
The business in question was the cause of this action and not being transparent and having good customer service practices that will enhance customer trust and confidence. They refused to take/respond to repeated requests to deal with the issue on a timely matter. This business is negligent in the way that they handle customers and their issues. They are not responsive on resolving disputes quickly professional and in good faith. Like I said before it took them four weeks to respond to my complaint and it's been almost three months for them to repair or try to repair the poor quality work done. For the past three months all they have done is apologize over and over but not tried to rectify the problem due to the negligence at there dealership. I notified the GM and owner via email that I or wife will be picking up my still damaged vehicle on 5/9...but after arriving at the dealership we noticed the front passenger side tire with a flat and car dirty and after bringing it to there attention of course they again try to throw the blame on us. I called [redacted],[redacted] and [redacted] and no answer so I left them all a voice message to call me and again I have not received a call back from either of them to discuss when my car will be ready to be picked up?. I feel I'm being forced to accept my car in the poor condition its in. Again I been very reasonable and patient with them and yet I been treated unfairly as a customer and as a person all I did was bring my car in for an oil change, this is not my fault in any way shape or form. I don't understand why the consumer is getting punished cause the quality of work done. They have failed to answer numerous questions I have requested and have not tried to make a good faith effort to resolve my dispute. And per Ana's previous conversations she has proposed the option of reimbursing two months of payments totaling $ 1,042.50- this does not resolve the damage not being fixed on my car and they have had possession of my vehicle for about three months. I waited patiently for them to come to a resolution and at the end I'm getting treated unfairly. One thing I want done is all optional goods and services to be fully cancelled. Since I will no longer feel comfortable taking my car to them for any further services.
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 (130 miles per charge). Please advise
Regards,
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID* [redacted], and have determined that my complaint has NOT been resolved because:
We walked through our entire 3 BEDROOM APARTMENT, GARAGE AND EXPLAINED WE HAD A 5X8 STORAGE UNIT. At no time, did the agent tell us the price was for "40 pieces". Nor would I have agreed to that, as I would clearly have more items than that with that amount of space to be transported. Also, we broke down all of the bed frames, bunk beds, and the dining room table so the movers would not have to do this when they arrived, the inventory sheets list each of the broken down pieces individually including each chair. That hardly is acceptable to me. Please explain how 1 dining room table and 6 chairs became well over 10 pieces alone.
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[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.
The business in question was the cause of this action. They refused to take/respond to repeated requests to deal with the issue. There was no inappropriate behavior caused towards the receptionist. This business is negligent in the way that they handle customers and their issues. Their late response is indicative of the systemic problems that plague this business. In fact, they have never responded to the inquiry made by Nissan USA's request for information regarding the matter.This business should issue an apology immediately.
Regards,
[redacted]
To Whom it may Concern:We have spoke with the customer [redacted] 3/**/16 again and explained to the customer; the driver is working on getting the items back to the customer. We did apologize to the customer concerning the miss delivery. The driver is working with the...
customer to resolve this issue. Our customer satisfaction is very important to our company. Thank YouJean S[redacted]Claims Manager
I would like to apologize for any inconvenience you may have experienced. We always aim to meet our customer's expectations, we apologize if we failed to meet your expectations. We will continue to work with our staff on improving the customer experience. I see that the down payment was agreed to be paid within 14 days and you paid the down payment on the 11th day, thank you. For purchasing your vehicle here at our dealership we do provide two complimentary oil changes for the inconvenience you may have experienced will are willing to provide an additional two oil changes. Thank you for taking the time share your concerns as stated will we work with our staff. Thank you.
The response that we received from the company does not offers a solution for the problem that resulted from [redacted] having incompetent staff working there. We were told we had 2 weeks to give the $1000 for the car. And since our complaints weren't being heard that was the only way we had to talk to somebody that could explain to us what was going on. The staff at [redacted] are so unprofessional. We are very disappointed of the way they conduct bussiness.
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:
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.
Please post this reply on the Revdex.com website.
BUYER BEWARE
I would advise all car buyers to do research on the Brown Auto Group
(Puente Hills Nissan) prior to purchasing a vehicle. If the check the vehicles
before putting up for sale these items should be found. I have never in my life
had to put this much time and effort in any vehicle I have purchased.
The sold me a vehicle with
Faulty front hub bearing
Faulty scalloped front tires
faulty fuel sending unit
(notifying the bureau of automotive repair)
Order of events:
1. 5/16/15 Went in on a Saturday to purchase a vehicle. A employee took the
keys home so the vehicle was unavailable for purchase.
2. 5/17/15 Returned Sunday to purchase the vehicle. The vehicle was
advertised at $3988. The finance manager tried to sell me multiple add on's so
the vehicle was 1500-2000 dollars more than the advertised price. I walked away
from the deal. I email the General Manager and he said it should have been sold
at the advertised price.
3. 5/18/15 Returned Monday and purchased the vehicle. The vehicle was
advertised at $3988. I was charged $3998. (will notify weights and measures)
4. 5/18/15 Drove the vehicle home and noticed a noise coming from the front
end. Checked the tires and found that they were scalloped. I thought, no big
deal, its just the tires.
5. 5/30/15 Purchased 2 new front tires and realize the noise was not the
tires.
6. I remembered the vehicle came with a 3 month/ 3000 mile warranty.
EXACT Wording on warranty:
Front Wheel Drive
All internal lubricated parts,axle shafts,constant velocity joints, front
hub bearing
7. 6/13/15 Returned to dealership to have warranty covered item replaced. I
was told the warranty only covers internal lubricated items.
8. On 6/15/15 the dealership offered to replace the bearing for free and a
50% discount on the sending unit.
9. 6/19/15 Returned to the dealership to have the hub bearing
replaced.]
Regards,
[redacted]
Hello Ms. [redacted] Our Customer Service Manager have contacted Ms. [redacted] and came to a mutual agreement. Ms. [redacted] requested a discount of $647.00 for the alarm and in our continues effort to keep customer happy, our General Manager has agreed to grant her the request. We will...
process a refund check to the appropriate lender no later than next Monday. If you have any questions please feel free to call me. [redacted]
[redacted]Business Manager[redacted]
[redacted]
We have settled this claim the customer has received there check. We apologize for any inconveniences this may have caused. Thank YouJean S[redacted]Astro Moving & Storage