AutoNation Nissan Tempe

Spoke with customer and found out that right after he subitted this complaint, that he was able to speak to Michael *** one of our managersMichael received Mr*** bank statement and was able to submit a check request for Mr*** full refundWe have his full $
check refund with our receptionist and Mr** is going to be picking his check up today

*** did purchase his vehicle here on 7/15/2012. The reason the warranty company denied *** claim is due to abuseThe inspector noticed that the radiator was melted and if he would of stopped it would not have heated up enough to melt the radiatorDue to the excessive heat the car now needs
an engineAccording to *** Service Drive Manager at Subaru of North Scottsdale he stated that when *** 1st dropped the vehicle off, *** stated that he saw smoke but kept drivingHe had communication in the beginning with *** but after he realized the claim was being denied due to abuse *** came in and removed his amplifier from the car*** from Subaru tried multple times of contacting *** but he would not respondFinally *** had the vehicle towed due *** unresponsiveness

In response to the letter against AutoNation Nissan we did contact the Husband and appoligizedWas not aware to follow up with *** ***We have tried calling *** *** several times at the number listed on the Revdex.com complaint in the last couple of days to discuss the events and to
extend our most sincere appoligies for the experienceBut were not able to contact herWe wish to offer a Full Detail on her Nissan Maxima for the inconvenience

Mr. [redacted] towed his 2003 Nissan 350z in on June 22nd, 2015 for overheating. This was almost 2000 miles and 10 months after his last service. The automobile is also 12 years old. On both his prior visits, Aug. 4th 2014 or May 9th 2015, overheating had never been a concern or an issue from Mr. [redacted]. However, Tempe Nissan explained to Mr. [redacted], on two separate visits at the dealership( pleased see documents attached) and was given documents stating that it his automobile’s Cooling system and air filters needed service Mr. [redacted] declined these services. Dealer recommend services on the cooling system is on an average every 3-5 years or 36k to 60k miles depending on manufacturer. Mr. [redacted] again is the third owner of this vehicle and purchased it in early 2012. According to our records the cooling system was never serviced with us, nor with the 1st owner, who also serviced the car at Tempe Nissan. Further, we see no record of any coolant services nor the required 30k service. Mr. [redacted] was given the option after our findings to have these services completed. Again, Mr. [redacted] declined. Further, after Mr. [redacted] towed his car in and we explained what was required to repair the damage he contacted his atermarket warranty to send a 3rd party inspector to evaluate. Mr. [redacted]’s 3rd party warranty also declined to cover the damage. Mr. [redacted] was given the option to fix it with us and or to tow it out. Mr. [redacted] decided he wanted us to repair the vehicle for no more than $1300 with OEM parts. AutoNation Nissan Tempe went out of their way to assist Mr. [redacted] by Discounting the parts, and Labor, to only $764.26. He did not dispute the bill in any way from that point. We feel this is a fair resolution. Concerning the 2003 Nissan 350z, Mr. [redacted] is the third owner of this auto which was purchased from another car dealer.

[redacted], customer # [redacted], the second owner, brought his vehicle VIN#[redacted], on June 26th 2015, RO# [redacted] for leaking on the passenger’s side. We confirmed that the vehicle was overheating due to a plug in the radiator resulting in spilling into the overflow bottle.  Upon...

inspection we found that it had the wrong coolant in the system which plugged the radiator. We had previously, on the last 2 visits, recommended a coolant flush and marked it in the need attention area on the MPI (multi point inspection).  This was declined on both prior visits on Aug. 4th 2014, RO# [redacted] at 44k miles , and on May 9th 2013RO# [redacted]with 41k miles which the customer reviewed with  us upon his return. The Mileage discrepancy was due to a miscommunication from the tow truck driver who had read the wrong mileage off the vehicle’s odometer. While the car was here for service for the overheating on RO# [redacted] we made the recommendation of replacing the Radiator, Radiator Hoses, Thermostat, and radiator cap. Mr. [redacted] claimed he had an extended warranty; we called it in to the extended warranty. They declined the claim due to the contamination or wrong fluid found in the Radiator. The customer was not happy with the answer given to him and the estimate of $1300.00 for all work to be completed. He called the extended warranty and insisted on an inspector from a 3rd party company come to inspect his auto. Same results were conveyed to Mr. [redacted] by the 3rd party inspector.   The claim was declined due to the wrong coolant clogging the Radiator and causing it to overheat.  Again we talked to Mr. [redacted] and told him the results. He claimed he could get the work done cheaper at his mechanic for $900.00. I said that was his option to do but he is responsible for the technicians time for inspecting and diagnosis of the problem which was $115.00.  Further, Mr. [redacted] would be responsible for towing expenses that he would incur.  We also warned him about driving the auto without coolant which could result in further damage. He elected to fix it here with a verbal confirmation at $1200 out the door with OEM parts. However, even after we quoted him $1200, Tempe Nissan substantially discounted Mr. [redacted]’s bill by 36% down to $764.26 simply for good customer service and in hope of customer retention.  Sincerely, [redacted]AutoNation Nissan Tempe

I just called Mr. [redacted] and left him a voicemail. Upon further investigation on our part, Mr. [redacted] cancelation was waiting in our queue. Mr. C** had processed all documentation but at the very end rather than hitting submit he continued on to writing a deal. Mr. [redacted] cancelation has been...

waiting in queue as if we needed to incorporate more documentation, which was not the case. Mr. C** hit the submit button and now it will take about 3-4 weeks for Mr. S[redacted] to receive his refund on his canceled Gap Insurance. I apologized sincerely and left my contact information if he had any questions or concerns.

Called at 9am to schedule a service appointment. (We have purchased 2 new cars in the last 3 years here). Prompted to press 1 for service on the phone. No answer. Phone returned us to the original message. Pressed 1 again, no answer. Repeated this 3 x. Pressed 1 for operator. She (Kelly) took our information and said service would call us. Never did. Called back 2 more times later 1 hour apart. Talked to Kelly again who said she would personally go to service and have them call us. No call. Called again and asked to speak to service manager. Left a voice message for Ryan J[redacted] to call us. He never did. Called 1 more time 6 hrs later and expressed my disappointment to Kelly. WE WILL NEVER BUY ANOTHER CAR FROM AUTONATION NISSAN. TERRIBLE TERRIBLE CUTOMER SERVICE.

First of all, no manager spoke to my husband.  A message was left frim a woman regarding the incident. Neither one of of have spoken to a manager about this.  There have been messages left and no call backs.  [redacted], the main service manager called and left me two messages. I called him back indicating the best time to reach me......no follow up.  Left him a second message......again no return call.  Again, I  repeat, neithet my husband nor myself have spoken to anyone by phone or otherwise about this.  If an apology was made, it was left in the first message from the woman that called and is not an appropriate response to the situation.

To whom it may concern: In Response to Complaint ID: 11797592 for Mr. [redacted] Mr. [redacted] purchased four separate warranties at the time of purchase. Appearance Protection, Nissan Maintenance (Lube, oil and filter changes), Tire and Wheel Protection as well as Vehicle Protection Plan...

(this would be the only "extra or extended warranty").Cost breakdown are as followed: Appearance Protection- $299Nissan Maintenance- $500Tire and Wheel- $ 299Vehicle Protection plan- $400Totaling: $1498Shown on page two of the attached documents.When Mr. [redacted] canceled the warranty, the only one that was spoken about canceling was the extended contract, which in this case is the Vehicle Protection Plan as it provides mechanical breakdown protection, covers brake pads, wheel alignment, battery and other wear items not covered by Nissan’s manufacturer warranty. The Vehicle Protection Plan (Extended Warranty) was canceled (please see page one of attached documents) and refunded back to the lien holder for the full $400.We would be more than happy to cancel the Nissan Maintenance and Tire and Wheel protection for Mr. [redacted], however, the vehicle appearance protection is a non-cancellable item. We sincerely apologize for the miscommunication on what contracts had been canceled and look forward to working with Mr. [redacted] to cancel the remaining Nissan Maintenance and Tire and wheel for him.

Spoke with customer and found out that right after he subitted this complaint, that he was able to speak to Michael [redacted] one of our managers. Michael received Mr. [redacted] bank statement and was able to submit a check request for Mr. [redacted] full refund. We have his full $4700 check refund...

with our receptionist and Mr. ** is going to be picking his check up today.

There was no mentioning that any of these plans are non-cancellable!!! and when I called to cancel the deal was to cancel everything that I added the day before.There was no writing says thatI am not allowed to cancel any. It only says that I can cancel everything within 30 days with no fee (and I already within that time frame).The only way to get satisfied is cancelling all without any cancellation fee and refunding the full amount to me immediately!and BTW, this is the first time I get that response. there were no responses to my messages during teh past weeks!

Cancellations typically take 8 to 10 weeks to process and while we do understand that the accident happened back in February Mr. [redacted] came in to our dealership on the 2nd of April to do the cancellation for the maintenance and service contracts on the totaled vehicle. His lien, [redacted] Credit...

Union, followed up on the 4th of April by faxing their request in (as standard protocal dictates). Our dealership has done the appropriate paperwork and has scanned it in to the proper authorities for the Shared Servicing Center to process. While he may have purchased it here unfortunately with Autonation the dealership does not control or physically process cancellations- we were responsible for getting the proper paper with signatures from the customer. We have done so. The Shared Servicing Center has been working with Nissan Extended Services on getting the service contract canceled with the refunds remitted to [redacted]. We are able to submit the cancellation date for the total loss date which was recorded as February 17th, 2014- but unfortunately we are not able to process cancellations immediately. Attached you will see a copy of both sets of cancellation paperwork for Mr. [redacted]'s refunds. The section circled shows when the paperwork was printed to be signed and submitted for cancellation, also the times he came to visit our dealership/ when we received the fax. Between Mr.[redacted] and [redacted]'s paperwork they have provided the cancellation process will not need to the halted for lack of paperwork for records. We are able to open a service ticket to hopefully expedite the process but it is not guaranteed- once again because the dealership does not physically process them.  I was informed by Mrs. [redacted] that she spoke with [redacted] late last week, when they called and all request a status update on the cancellation. Mrs. [redacted] informed [redacted] of the same statements I have provided above.

On Thursday January 5, 2017 Ken D[redacted] had a conference call with Ms. [redacted], Corey W[redacted] and Sara B[redacted] were present for, they had agreed to fix the last complaint/issue for Ms. [redacted], which is the air bag light.

Spoke with [redacted] this morning. He had his plate by noon.

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]
All the documentation says it was denied due to a hose busting not abuse. I have a hand written letter from [redacted] the service adviser that this type of failure is common on that engine. It is not stated anywhere that a radiator melted. I told [redacted] I was trying to find a lawyer to deal with the situation and he said it would be fine for it to sit in the back lot for the time being. [redacted] never told me to just come pick up the vehicle. If so I would of done so. They called in the car abandoned without notifying me or giving me the chance to pick it up. I am attaching the documentation.

[redacted] our Customer Relations Manager has been in contact with [redacted] via email and has scheduled a meeting for after 4pm Wednesday November 11, 2015. We are hoping to resolve all complaints filed against AutoNation Nissan Tempe and move beyond this incident and continue to have a positive relationship with [redacted]

Probably the worst customer service that starts from their customer service phone representatives, to their service advisors, to their service advisor management, all the way up to upper management. I haven't gone as far as reaching out to the general manager of Nissan, but after all my exhausting attempts to have issues addressed on a vehicle I have had serviced there and spent a large amount of money, I need to put a time side and get myself in the mindset.
I have made near 10 to 15 different phone calls, attempting to have questions answered about service and as to why I have service lights going off, when prior to having the vehicle serviced at AutoNation Nissan Tempe I never had service engine light warnings.
The service advisor named [redacted] misquoted us on one of the many services I was receiving, and said that he was going to give me a specific discount for it. In the end, I received less that half of the discount he promised. When after several phone messages left I finally got him on the phone, he claimed that he didn't say that and that he said something else. Considering I was there with someone, and we both heard the same exact price and wrote the discount down after talking with him, it doesn't look good when you tell a customer one thing and change it later. Also, coming from many years in customer service, over a small discount, I would choose to go with the customer is right. The biggest mistake, is that I have more work to get done on the car, and now I am choosing to bring my business elsewhere. In addition to the many other services, I had also had paid for a motor mount that costed me about $600 and aced customer service to have [redacted] put the old mount to the side for me to see after the service, and when I picked up the car he said that he threw it away. It's a common, and important practice to have the parts for customers that request them, so they can validate that the service was actually done. A close friend of mine in California owns several dealerships and stresses on the importance of validation, especially when paying a lot for the service.
After that episode, the service light has gone off after all my service trips to this dealership. I've tried to get the service advisor manager on the phone to talk with him about this issue because our service advisor is very difficult to get a hold of, unprofessional, and not very helpful. It turns out after three attempts and leaving messages every time, there service advisor manager is a flake as well. In fact, when I was specific about speaking with him, he finally just pushed my phone call back on to our service advisor instead of addressing my concerns.
At this point, I am finished and might just have to give up on them all together because I am now under the impression that any more time I put into trying to contact management (no matter how high up I go), nothing will get resolved in the end. My advice is don't even for a second consider purchasing or getting any kind of service with this company, no matter how good the deal is! Go somewhere credited with good ratings that pays for Revdex.com services. It makes perfect sense now that I know they are not accredited by the Revdex.com, why AutoNation Nissan Tempe has such horrible rating, customer service, poor mechanics, and employees all together.

It is an unfortunate circumstance that [redacted] is in. I spoke with the warranty company to confirm the reason they did not cover this claim, the denial states they would not cover this because of continued use after a problem occurred. As far as the vehicle being towed before contacting him I cannot comment as Tempe Nissan was not part of that.

We did have this call however, they had waited 9 months to...

finally decide to try and "fix" the issue and anytime prior to attempt to fix have not fixed the issue. They had sold us a vehicle and any time we had asked to talk to ken D[redacted] in the first place, he had never responded until I finally got ahold of corporate and he chose his last day as general manager to finally call me and tell me he isn't the guy to contact anymore. They didn't want to talk about other issues the only option was to "fix" the airbag light or get me into a new car. If I wanted or could afford a new car I would've gotten one. I want a reliable car which when they sold me the vehicle claimed was reliable. There is an inconsistent odometer that says I drove 3,000 miles in 3 days. Which makes no sense, unless it was tampered with. This company has been almost no help to us with our safety. And it would make sense for them to tamper with the vehicle considering my warranty would end sooner. They don't want to do business with us, only service and we have a contract. They are a huge corporation and should be willing to help more than just trying to get more money out of us by getting us to buy a new car. Fixing the vehicle is one thing. The day we tried returning the vehicle we wanted to speak to Ken and if his employees would have allowed this to happen instead of claiming they were all the general manager, maybe we wouldn't be this far with this issue.

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
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.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]