AutoNation Nissan Arapahoe

Complaint: [redacted] I am rejecting this response because: The response provided from the dealer is incorrect on multiple points 1) When I purchased this vehicle I was persuaded from purchasing a vehicle that I'd physically observed at a lot in Denver, to purchasing a vehicle I had not seen from a different lot/location of the dealers choice The dealer informed me that the vehicle I'd wanted had hail damage, and suggested a vehicle from a different lot to the one in Denver that they could move to the Arapahoe location The vehicle I eventually purchased was not on the Arapahoe lot when I purchased it It took more than hours for this car to arrive and when it did arrive I was told the car was detailed prior to arrival By the time the car showed up it was past PM; in other words it was dark outside The reason the car was accepted at the time it arrived is because the brand new detail that was conducted (that I by the way did not request) covered up the scratches, and as it was nighttime they were not readily apparent So nothing was mentioned about the scratches because we didn't see them at the time the car arrived I therefore did not accept any scratches or swirls at the time of delivery As soon as the detail on the car faded and in daylight hours, the scratches were very apparent at which time I contacted the dealer immediately After this issue developed, I contacted the dealer in Denver with the vehicle I originally wanted to purchase and they had no record of that vehicle having any hail damage Having physically observed the vehicle, I didn't see any either The only reason I went back to Arapahoe is because it's a closer dealership in terms of distance for servicing, and I had already had a deal secured on a vehicle.2) When I contacted the manager I was very specific about what I wanted I informed him that I felt the clear coat on the vehicle was defective, I did not request a full paint job As my original complaint documented, I even informed the manager of the cost associated to repair the clear coat and informed the manager of my specialist of choice to perform the repair The dealer response makes me wonder if the dealer has even looked into this complaint properly because my vehicle has not been worked on multiple times or detailed multiple times at Arapahoe Nissan, which brings me to three.3) A rear spoiler was fitted to this vehicle soon after purchase Soon after that, the vehicle was brought back to repair scratches and swirls Days after the car was taken back to the dealer, the scratches and swirls re-appeared because all they did was apply a rotary buffer to the paint, which actually took off more of the clear coat in certain areas This makes the appearance of the defect even worse, because the repair that was attempted was a spot repair rather than an attempt to do a full repair on the vehicle This means my car has only been in ONCE for the scratch/swirl repair After that, the manager told me to take my complaint elsewhere and there was nothing they were going to do for me I have a black Ford that has no scratches or swirls in the paint like this Nissan doesAdditionally the pictures and video I took of the lot showed numerous Jukes with the same issue from Arapahoe Nissan Additionally, Nissan Corporate has NOT agreed that there is nothing wrong with this vehicle Nissan Customer Affairs has instead stated that it is a dealer issue and that the dealer rather than Nissan Corporate needs to resolve it If the dealer is telling me and everyone else reading this that scratches and swirls in Nissan Juke cars is "normal" and "common", I doubt many would be customers would be satisfied to hear that they're going to pay 20K+ dollars for scratches and swirls that are apparently nominal to the Nissan brand (according to this dealer).4) The first response from the business stated someone from corporate was to be contacting me to take care of this issue and that the complaint should be closed Now they come back with this response, which basically is a complete reversal This demonstrates the disorganization of Arapahoe Nissan, and solidifies the fact that all they want is to make a quick sale It makes me wonder if they even have the correct file under review The dealer response is unfortunate on many levels, especially considering that this is my first experience with Nissan Arapahoe made attempt at a "spot" repair and that is it I do not accept this is a professional way to do business, and do not accept their response Sincerely, [redacted]

Regarding Complaint ID: [redacted] - [redacted] It appears after the customer “unwound the car deal” and took her Honda CR-V back, after a week she decided to come back to the store, trade that vehicle in and purchase the Nissan Pathfinder she was presented as a replacement for the original car she boughtI have spoken to Ms [redacted] , she is very happy with the new vehicle, and in fact they purchased a new Jeep for her husband at our Chrysler Jeep Dodge Ram Southwest store, and were very pleased with the service and experience thereThanks,***

We have addressed this lack of responsiveness with the Service Director, his team, and the various sales associatesThe GM also apologizes for his lack of response, he had a family emergency that pulled him out of the store for an extended period of time at the time the customer was in the dealershipIt is always our desire to provide every customer the highest quality service possible, and we appreciate this customer bringing this incident to our attention, so we may address it with the staff and prevent this type of service from happening again

Initial Business Response / [redacted] (1000, 17, 2015/09/15) */ Mr [redacted] came to the dealership complaining that the vehicle was still sputteringAfter we had just repaired the issue on a previous visit to include new plugs and wiresOne our technicians quickly diagnosed the problemThe entire engine compartment was covered in mudTo include the bottom side of the hood! This is impossible under driving conditionsAt this point my used vehicle director contacted Mr [redacted] and asked if he had gone mudding or if the vehicle had been flooded? Mr [redacted] said no, but had no explanation for all the mud or how it got thereHe was shown the evidence by the used car managerThis is clearly outside the scope of any service contractIt is my understanding he also went to one of our sister stores and was told the same thingIn the spirit of customer service Mr [redacted] was offered a significant discount on the work which he declinedWe consider this consider this matter closed Regards, [redacted] GM

Initial Business Response / [redacted] (1000, 9, 2015/11/06) */ According to my staff client has indicated he was rescinding his complaint and this matter has been resolved and closed. If that is not the case please call the store and ask for [redacted] CFS Director. [redacted] GM

Complaint: [redacted] I am rejecting this response because:The company obviously is spinning and fabricating the events that took place I did eventually receive a new vehicle which is what I intended to buy from the beginning It's unfortunate that it takes social media and days of arguing to satisfy a customer I never spoke to a female employee and I challenge Auto Nation to produce an audio recorded phone call showing a conversation with a female employee since their calls are recorded This companies sale tactics are unethical and illegal They failed to allow the customer to fully inspect the vehicle before completing the purchase Therefore once my wife and I complained about the condition of the vehicle they offered to repaint the "brand new" carThe sale price was a Black Friday pricing until we returned the vehicle and they then changed position to say it was because the vehicle was used I will never step foot in a dealership without audio recording the "deal" they make.Auto Nation replaced the used that needed to be repainted because they were fully aware of what the outcome of a court proceeding would do to their already poor reputation I'm satisfied with the product I received however I will never do business nor would I recommend anyone else do business with these crooks and now liars!This complaint need not go any further, as I have no desire to entertain these felons!! Sincerely, [redacted] ***

We are sorry to hear that Mr [redacted] changed his mindI will paste his response below, this was after the catalytic converter concern was addressed at lengthMr [redacted] was 100% clear on the proposal and I am more than happy to share the entire fileMr [redacted] ,Sounds fair to meGlad we were able to work this outIn looking at my schedule, looks like either Thursday, May 12th, or Friday, May 13th would work best for those repairsPlease let me know if either of those days will work.It would appear he forgot he sent it, or is vindictiveAfter a through review it would appear to be the latterAutoNation agreed to give Mr [redacted] more that $in good will adjustmentsPlease keep in mind this was over and above what he was promisedMr***s had all the agreed to work completed at ZERO cost to himMr [redacted] thanked my staff, and left by all accounts happyMr*** then proceeded to eviscerate the dealership online and with the Revdex.comI find the timing unfortunate as Mr [redacted] didn't have any complaints until after he took full advantage of our generosityAutoNation considers the matter closed, however in the spirit of customer service Mr [redacted] is more than welcome to come see, or email me at anytime Sincerely, [redacted] GM

WE HAVE STEVE LINGER CORPORATE RESOLUTIONS INVOLVED WITH THIS CUSTOMER TO MAKE SURE WE ARE TAKING CARE OF HIM WE HAVE OFFERED TO TAKE CARE OF HIS CAR AND THIS CASE SHOULD BE CLOSED

Initial Business Response /* (1000, 6, 2015/11/14) */
I am more than happy to help resolve this issues please contact me directlyI have a business trip but will be back on TuesdayWe appreciate your business
*** *** GM XXX-XXX-XXXX
Initial Consumer Rebuttal /* (3000, 8,
2015/11/19) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Why must I call? I would think somebody should reach out to a customer if he wants to resolve any issuesThis is not a customer's problemAlso I have already made enough unnecessary calls to the dealership
Final Consumer Response /* (4200, 12, 2015/11/27) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I am not sure what you mean by filing a complaint on behalf of another customerI am the one sitting in front of you and *** negotiating on my white FrontierIf you can provide your email address, I will forward the email thread having the other customer information that he was supposed to send the check toIf you prefer, I can copy and paste the entire email thread in this complaint
Final Business Response /* (4000, 14, 2015/12/01) */
Yes sir all I need is the customer name address and phone # I will send him a referral check
Thank You,
*** ***

Revdex.com:
I would like to reject the offer of Mediation for complaint ID ***
Regards,
*** ***

I understand completely and like I said
previously, once we have the warranty cancellation resolved I will make an additional adjustment for our error, your time and expenseI need to resolve the cancellation firstI assure you I am more than fair and will resolve this to your satisfaction. Sincerely, *** *** GM

Complaint: ***
I am rejecting this response because: I was not offered discounted tires I am attaching the last email received I have already been to the dealership once I do not need to go back for them to make this right There are notes that there is damage to the sidewall from the initial inspection They are not honoring the warranty that was sold as "if we can't repair it we will replace it." I would like the entirety of the money back because I was oversold the warranty and they are not doing what was promised Please stop adding things like we offer discounted tires when you did not That is the reason we are in this predicament.***, Can you please bring your vehicle to our Nissan Arapahoe store, located East of *** on Arapahoe Road, and have them take a look at your vehicleI would like you to ask for *** *** *** *** *** who I have also included in this email. ***, Please assist Mr*** when he comes into your storePlease take a look at the specific tire he will point out to you that has a sidewall issuePlease contact me once you have examined the vehicle to determine the next course of action. Thanks,***
Sincerely,
*** ***

As you know AutoNation Nissan number one goal is customer satisfactionIn this particular instance the customer, was made fully aware of the condition of the vehicle at the time of purchase, and thus the very large discount he received on the price of the vehicleThe store did allow Mr*** to
return the vehicle for a new at the same price he paid for the 2016, that was heavy discountedIt is important to not this customer was extremely rude to one of the female employees, using very vulgar language when referring to her. We are hoping after he received this new vehicle he would help the store by updating the very negative reviews he posted on the various social media web sites

Complaint:
I am rejecting this response because:
Please notify me when AutoNation has forwarded the $refund to my SunTrust account.Sincerely,
*** ***

This customer *** and *** *** purchased a Nissan Juke on June 4th, The customers allege the
paint on the vehicle is ruined and needs a complete repaint due to "swirls and scratches" I have spoken with the Delivery Person who assisted Mr.&Mrs*** with not only the delivery, but with the install of the "spoiler' on the back of the vehicleShe verified the paint on this car, due to the metallic in the paint appears to have swirls, but that is the way the car came from the factoryAdditionally any dark painted vehicle, especially a black one, is susceptible to have every paint flaw amplifiedMr*** examined the vehicle at the time of delivery and agreed to take delivery at the time of sale, and made no mention of any defects in the paintAdditionally Mr*** contacted the manufacturer, as he initially indicated is was a defect in the paint, and the manufacturer indicated there was nothing wrong with the paintAll metallic black Jukes look like the vehicle Mr*** purchasedWe always strive to provide customer satisfaction, and in the case of Mr***, had the vehicle in our service department several times and "detailed the vehicle" several times, and he was never satisfied with the outcome of the work performedWe feel we have done all we can to satisfy this customer

We have invited the customer to come to our Nissan Arapahoe store and have his tire re-evaluated, and either refund the pro-rated balance of his contract, or sell him new tires at a discounted cost

Initial Business Response /* (1000, 6, 2015/10/12) */
This matter was resolved with Ms*** in person on10/10/and we consider the matter closed

What are the current issues you are having with the vehicle - Being over months ago returning the vehicle would not be an option but would love to try to help with any issues you may have - *** ***

Initial Business Response /* (1000, 16, 2015/09/17) */
I am the new general manager and am happy to assist with your warranty cancellationContact me at your earliest conveniencePlease note that if there is a payoff on the vehicle the product cancellations would be applied towards the
outstanding balance, not as a direct payment to you
Regards,
*** ***
Initial Consumer Rebuttal /* (3000, 18, 2015/09/23) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I tried contacting *** on 9/23/I tried calling at 11:AMto the number on the website XXX-XXX-XXXX I called times and selected option for sales and no one picked up then called another time to get someone who said they were going to transfer me and the phone got disconnected
All I want is my money back for the warranty that we started in MarchI have documentation from March which I attachedAs well as communication from June and July with associates from your organizationPlease get me my refund
Final Business Response /* (4000, 24, 2015/11/06) */
I have my Director of Finance working on thisIt shows that the policy is cancelled in the system pending prorated refundWe are researching the delay, and do apologizeIts important to note that these are not processed at a store level and we've sent the cancellation requestPlease have client contact Bruno Vitale directly for additional information as it becomes availableWe want this matter resolved also
*** *** GM

I have researched this customer complaintThe customer was told the damaged tire did not have sufficient tread to replace one new tire and not the other threeWhen replacing tires you can not mix new and old if the tread depth between them causes the vehicle to be unsafe.We will gladly
refund the customer his "pro rated" balance based on time of ownershipAs of today the pro rated balance he would receive is $This amount changes dailyI will reach out to the customer, provide him the contact information to directly speak with the warranty company, as the dealership that sold him the warranty is no longer owned by Autonation