AutoNation Nissan Arapahoe

Initial Business Response /* (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

Mr [redacted] did bring the vehicle back to the dealership, we resolved his issues with the vehicle...

running "rough" and corrected the other items he was concerned about. He elected to keep the vehicle. He appears to be satisfied with the resolutions we provided and have not hear back from him with any complaints. We did a follow-up phone call about 3 weeks ago to ensure he was happy with the vehicle, left a voice mail message, and have heard nothing back from him indicating otherwise.

We have addressed this lack of responsiveness with the Service Director, his team, and the various sales associates. The 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...

dealership. It 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.

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

Customer [redacted], purchased a [redacted]  from Nissan Arapahoe. I spoke with the General Manager regarding what Mr. [redacted] purchased in addition to the vehicle.He purchased the best Service Contract Nissan offered at the time, the "Gold Preferred Plan" which provides...

coverage for 72 months or 75,000 miles, whichever comes first. ( everything is covered that is shown in the brochure he was provided at the time of sale ). He also has Tire & Wheel coverage, windshield coverage, and "Perma-Plate coverage, which provides protection for the exterior and interior of his vehicle.He additionally upgraded his "Maintaince Package, that provides 8 oil [redacted]ges and tire rotations. Basically, most everything is covered so we are confused why he thinks he only has just the oil change provided.If Mr. [redacted] has any questions what is or is not covered, under all these plans he can contact me and I will clarify for him.

I am more than happy to look into the issue and apologize for any inconvenience. Please call or email me at the above email address with any additional details you can provide and I will speak with Mr. [redacted]  Regards, [redacted] GM

Regarding Complaint ID: [redacted]- [redacted]   It appears after the customer “unwound the car deal” and took her 2014 Honda CR-V back, after a week she decided to come back to the store, trade that vehicle in and purchase the 2016 Nissan Pathfinder she was presented as a replacement for the...

original car she bought. I 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 there. Thanks,[redacted]

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 4 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 8 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 2007 Ford that has no scratches or swirls in the paint like this Nissan does. Additionally 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 1 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]

I sincerely apologize for any miscommunication and will follow up with my staff. We appreciate your business and would like the opportunity to serve you in the future. I am sending you a check for the $48.65. This should arrive at the address we have on file within 10-14 days. If you have any...

additional concerns please feel free to contact me directly. [redacted]

Complaint: [redacted]
I am rejecting this response because: I was told that I could swap the rouge out for another car, they had to see what they had that was comparable and would  get back to me. I followed up the next day, and I left a voice mail and have not heard anything from the dealership since. I did however just get the voice mail from the dealership as I have been out of the country for a few weeks and I plan to return that call.
Sincerely,
[redacted]

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" car. The 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 2016 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]

Initial Business Response /* (1000, 11, 2015/09/19) */
I have looked into this transaction and the customers statements outlined here, don't match up with his signed contract. I think there is some confusion with the difference between an extended service contract a theft protection product. An...

extended service contract in a cancellable item and the anti theft product he chose to purchase is not. Due to the confusion we will make a goodwill adjustment in the amount of $100
Initial Consumer Rebuttal /* (3000, 13, 2015/09/22) */
(The consumer indicated he/she DID NOT accept the response from the business.)
there is no confusion "extended service contract a theft protection" is not requirement for purchase for the car as their own document. there is not goodwill gesture here this is fraud to sell unwanted product mixed with legitimate transaction. the sells person lied about as requirement but their own document that is a lie. I need every cents of 399$ need to be return. I need the company to answer publicly here "extended service contract a theft protection " is a requirement to purchase the car.
Final Business Response /* (4000, 19, 2015/10/14) */
As I have previously stated some products can be cancelled and some cannot. The contract, clearly signed by the customer does not match up with his statements here. Is he implying the contract was forged and its not his signature? The customer clearly chose to purchase the additional products and had buyers remorse after the fact. I offered the customer a goodwill adjustment even though we were under no obligation to do so. We consider this matter closed. If customer would like to come to the store and review his signed contract we are more than happy to pull the file.

Initial Business Response /* (1000, 17, 2015/09/15) */
Mr. [redacted] came to the dealership complaining that the vehicle was still sputtering. After we had just repaired the issue on a previous visit to include new plugs and wires. One our technicians quickly diagnosed the problem. The entire engine...

compartment was covered in mud. To include the bottom side of the hood! This is impossible under normal driving conditions. At 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 there. He was shown the evidence by the used car manager. This is clearly outside the scope of any service contract. It is my understanding he also went to one of our sister stores and was told the same thing. In the spirit of customer service Mr. [redacted] was offered a significant discount on the work which he declined. We consider this consider this matter closed.
Regards,
[redacted] GM

We are sorry to hear that Mr. [redacted] changed his mind. I will paste his response below, this was after the catalytic converter concern was addressed at length. Mr. [redacted] was 100% clear on the proposal and I am more than happy to share the entire fileMr. [redacted],Sounds fair to me. Glad we were able to work this out. In looking at my schedule, looks like either Thursday, May 12th, or Friday, May 13th would work best for those repairs. Please let me know if either of those days will work.It would appear he forgot he sent it, or is vindictive. After a through review it would appear to be the latter. AutoNation agreed to give Mr. [redacted] more that $2000 in good will adjustments. Please keep in mind this was over and above what he was promised. Mr. [redacted]s had all the agreed to work completed at ZERO cost to him. Mr. [redacted] thanked my staff, and left by all accounts happy. Mr. [redacted] then proceeded to eviscerate the dealership online and with the Revdex.com. I find the timing unfortunate as Mr. [redacted] didn't have any complaints until after he took full advantage of our generosity. AutoNation 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

To the best of my knowledge we have addressed all of this customers concerns and have made adjustments accordingly. I cant tell when this was actually filed with the information provided, but I would imagine they just crossed. We consider this matter closed. We have completed, or scheduled the...

remaining agreed upon items to be repaired.  Sincerely, [redacted]