I am sorry that you feel this wayWe will refund the $dollarsI'm sorry that the contract that you signed in multiple places and the outline of the cancellation (printed in many places) wasn't explained well enough to your satisfactionI also apologize that I have not received your letterI will request that a check is cut and should be ready for you by the end of next weekWe will call you and email you when the check is ready.ThanksRick [redacted] General Manager
[redacted] , We are very sorry for your experience Rudy A [redacted] the service manager, would like to resolve this for youPlease come to the dealership to meet with him or contact him by phone directly at [redacted] Rudy's email is [redacted]
I received the check today, so this can be marked as closed
I would like to note that the original check never showed up, making me question if it was ever even sent in the first placeAutoNation was awful fast to "stop payment" on it rather than suggest I wait another day or two to see if it arrivedSecondly, the check that was sent to me via FedEx was sent from the dealership in Katy, not the location in Dallas where I was told the check was createdThis once again shows a lack of competence at AutoNation, as they had committed to sending the check direct to me from Dallas and I was to have received it days ago
I was unaware of this customer's complaint, but will reach out to him today to get him a detail, and some new wiper blades. If he has already purchased the wiper blades, then I will reimburse him for them. This is an easy fix, and I'm sorry that he had to call you guys to get it
resolved.Sincerely,Michael C*** *** ***
*** *** ***
Dispute Resolution Team, We provide each and every customer the option to purchase financial products such as extended service
agreement, GAP, maintenance, etc. We present these options with a menu that discloses each product and their costs. In addition, we review the contract with each customer before they take delivery of their vehicle. We fully disclose all figures as part of our commitment to customer servicePer the customer’s request, we immediately initiated the cancellation of the products that were purchased at time of vehicle delivery. The full refund amount would be sent to the lienholder to reduce the amount financed since the loan has been funded. The interest for the vehicle purchased would only be calculated on the current amount owed which would be the total amount financed at time of original purchase less the total cancellation amount once the cancellation is fully processed. We explained this to the customer via phone and in person. After all efforts, the customer was still not satisfied with the standard cancellation process pertaining to his decision to add these products to his original loanTo further our commitment to customer service, we have initiated the process to pay off the current loan for the customer and initiate a replacement loan with no financial products. This is not common practice but we are doing so to provide exceptional customer service and retain the customer for life
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 Sent: Thursday, July 20, 11:AM Subject: Ref ID *** The Auto Nation Nissan in Katy called me on 7/7/17, he said you will cut a check of $plus interest charge right away and I should received it the following week. Today is 7/20, I have yet received that check. I don't know if he just telling me this or is going to sent me the check. I called him agin, of course I never able to get through him on the phone before, all I can do is left him the messages. It is really up to him to contact him, because there is no way for me to contact him. Please relate this message to Auto Nation Nissan Katy.Thank you very much for your help. Have a great day!
The check has been sentAs discussed we received your letter long after your complaintI'm sorry you have had a difficult time reaching meMy direct # is *** *** ***I am not showing to have any voicemails or messages from you eitherYou should receive the check in the next few days.ThanksRick ***
We appologize for the delay. At this point we are simply waiting for the stop payment confirmation and a new check to be issued so that we can fto the address you provided
The cancellation was completed by the dealership. The policy provider must complete the cancellation and forward the money to the dealership. This normally takes 4-weeks but we've asked them the expedite the process and will cut a check as soon as it's doneThe finance department
needed proof of payoff to avoid the cancellation money being sent directly to the lender and not the customerFinance will update customer as more information is given. Marc M*** can be contacted directly at 281-644-***
Revdex.com:
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. Sent: Tuesday, July 25, 2017 3:30 PMSubject: Re: Ref ID [redacted]Dear Revdex.com Rep,Thank you for all your help. A check from AutoNation arrived yesterday for $220. I am happy with the result. I am grateful that Revdex.com has done a good job to resolve my issue efficiently. Thank you so much and have a great day!KIN [redacted]Master Tax Advisor
[redacted], We are very sorry for your experience. Rudy A[redacted] the service manager, would like to resolve this for you. Please come to the dealership to meet with him or contact him by phone directly at [redacted]. Rudy's email is [redacted].
I am sorry that you feel this way. We will refund the $195 dollars. I'm sorry that the contract that you signed in multiple places and the outline of the cancellation (printed in many places) wasn't explained well enough to your satisfaction. I also apologize that I have not received your...
letter. I will request that a check is cut and should be ready for you by the end of next week. We will call you and email you when the check is ready.ThanksRick [redacted]General Manager
My finance manager, [redacted] M[redacted] checked and all cancellations were completed per customers request on December 3rd. See the email communication below. From: [redacted] Date: December 3, 2014 at 6:33:01 PM CST To: "[redacted] Subject:...
SD[redacted] [redacted] Hi [redacted], Ck# [redacted] was cut to NMAC last night for the maintenance cancellation. Sent in the mail today. Thank you, Danielle S[redacted] CFS Cancellation Team Lead Jeffrey B[redacted] General Manager AutoNation Nissan Katy [redacted] [redacted] [redacted]
The vehicle purchased by Ms. [redacted] was in good working condition with no issues when she took delivery. Ms. [redacted] returned the vehicle 3 days later complaining about a mechanical issue. We had the vehicle inspected and the only issue was the battery which the service department...
stated that it needs to be replaced. The issue with the battery was probably due to leaving the lights on overnight or something similar which drained the battery. The refund check has been issued and Ms. [redacted] has been contacted to pick up her refund check which she will do so after 4 pm today.
I am sorry that you feel this wayWe will refund the $dollarsI'm sorry that the contract that you signed in multiple places and the outline of the cancellation (printed in many places) wasn't explained well enough to your satisfactionI also apologize that I have not received your letterI will request that a check is cut and should be ready for you by the end of next weekWe will call you and email you when the check is ready.ThanksRick [redacted] General Manager
[redacted] , We are very sorry for your experience Rudy A [redacted] the service manager, would like to resolve this for youPlease come to the dealership to meet with him or contact him by phone directly at [redacted] Rudy's email is [redacted]
I received the check today, so this can be marked as closed
I would like to note that the original check never showed up, making me question if it was ever even sent in the first placeAutoNation was awful fast to "stop payment" on it rather than suggest I wait another day or two to see if it arrivedSecondly, the check that was sent to me via FedEx was sent from the dealership in Katy, not the location in Dallas where I was told the check was createdThis once again shows a lack of competence at AutoNation, as they had committed to sending the check direct to me from Dallas and I was to have received it days ago
I was unaware of this customer's complaint, but will reach out to him today to get him a detail, and some new wiper blades. If he has already purchased the wiper blades, then I will reimburse him for them. This is an easy fix, and I'm sorry that he had to call you guys to get it
resolved.Sincerely,Michael C*** *** ***
*** *** ***
Dispute Resolution Team, We provide each and every customer the option to purchase financial products such as extended service
agreement, GAP, maintenance, etc. We present these options with a menu that discloses each product and their costs. In addition, we review the contract with each customer before they take delivery of their vehicle. We fully disclose all figures as part of our commitment to customer servicePer the customer’s request, we immediately initiated the cancellation of the products that were purchased at time of vehicle delivery. The full refund amount would be sent to the lienholder to reduce the amount financed since the loan has been funded. The interest for the vehicle purchased would only be calculated on the current amount owed which would be the total amount financed at time of original purchase less the total cancellation amount once the cancellation is fully processed. We explained this to the customer via phone and in person. After all efforts, the customer was still not satisfied with the standard cancellation process pertaining to his decision to add these products to his original loanTo further our commitment to customer service, we have initiated the process to pay off the current loan for the customer and initiate a replacement loan with no financial products. This is not common practice but we are doing so to provide exceptional customer service and retain the customer for life
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 Sent: Thursday, July 20, 11:AM Subject: Ref ID *** The Auto Nation Nissan in Katy called me on 7/7/17, he said you will cut a check of $plus interest charge right away and I should received it the following week. Today is 7/20, I have yet received that check. I don't know if he just telling me this or is going to sent me the check. I called him agin, of course I never able to get through him on the phone before, all I can do is left him the messages. It is really up to him to contact him, because there is no way for me to contact him. Please relate this message to Auto Nation Nissan Katy.Thank you very much for your help. Have a great day!
The check has been sentAs discussed we received your letter long after your complaintI'm sorry you have had a difficult time reaching meMy direct # is *** *** ***I am not showing to have any voicemails or messages from you eitherYou should receive the check in the next few days.ThanksRick ***
We appologize for the delay. At this point we are simply waiting for the stop payment confirmation and a new check to be issued so that we can fto the address you provided
The cancellation was completed by the dealership. The policy provider must complete the cancellation and forward the money to the dealership. This normally takes 4-weeks but we've asked them the expedite the process and will cut a check as soon as it's doneThe finance department
needed proof of payoff to avoid the cancellation money being sent directly to the lender and not the customerFinance will update customer as more information is given. Marc M*** can be contacted directly at 281-644-***
Revdex.com:
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. Sent: Tuesday, July 25, 2017 3:30 PMSubject: Re: Ref ID [redacted]Dear Revdex.com Rep,Thank you for all your help. A check from AutoNation arrived yesterday for $220. I am happy with the result. I am grateful that Revdex.com has done a good job to resolve my issue efficiently. Thank you so much and have a great day!KIN [redacted]Master Tax Advisor
[redacted], We are very sorry for your experience. Rudy A[redacted] the service manager, would like to resolve this for you. Please come to the dealership to meet with him or contact him by phone directly at [redacted]. Rudy's email is [redacted].
I am sorry that you feel this way. We will refund the $195 dollars. I'm sorry that the contract that you signed in multiple places and the outline of the cancellation (printed in many places) wasn't explained well enough to your satisfaction. I also apologize that I have not received your...
letter. I will request that a check is cut and should be ready for you by the end of next week. We will call you and email you when the check is ready.ThanksRick [redacted]General Manager
The $400 refund has been issued and the customer has already picked up the refund.
My finance manager, [redacted] M[redacted] checked and all cancellations were completed per customers request on December 3rd. See the email communication below. From: [redacted] Date: December 3, 2014 at 6:33:01 PM CST To: "[redacted] Subject:...
SD[redacted] [redacted] Hi [redacted], Ck# [redacted] was cut to NMAC last night for the maintenance cancellation. Sent in the mail today. Thank you, Danielle S[redacted] CFS Cancellation Team Lead Jeffrey B[redacted] General Manager AutoNation Nissan Katy [redacted] [redacted] [redacted]
The vehicle purchased by Ms. [redacted] was in good working condition with no issues when she took delivery. Ms. [redacted] returned the vehicle 3 days later complaining about a mechanical issue. We had the vehicle inspected and the only issue was the battery which the service department...
stated that it needs to be replaced. The issue with the battery was probably due to leaving the lights on overnight or something similar which drained the battery. The refund check has been issued and Ms. [redacted] has been contacted to pick up her refund check which she will do so after 4 pm today.