AutoNation Nissan Tempe

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.
I would like a refund for the $399 documentation fees they charged me. It took a Revdex.com complaint to get any response out of this business! Nearly a month driving with an expired plate, multiple unreturned phone calls and emails and a fruitless face to face visit, I should get this fee refunded.
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.Since we owned the vehicle, we took it to be serviced only at this Nissan dealer.Each time we had requested to have a multi-point inspection performed. The mechanic completes a service form and checks "ok" at the fluid inspections.  Nissan is claiming this vehicle had the "incorrect fluid" in it based on a wrong coloring. I asked the Nissan tech directly if there was a different color in there, why didn't they notice and say something then.  The Nissan Tech agreed - they should have seen it and said something. They never directly told us they found a wrong incorrect fluid color. If they did we would have had it fixed. Instead they claim to have said on two occasions that they recommended a coolant flush. Our receipts show they only recommended the coolant flush the last time the vehicle was in for an oil change. That was on August 4, 2014; the car was serviced at 44,354 miles. Again they never said anything about a wrong or different color fluid being visible. Less than one year later, at 46,000 miles (only 1,646 miles added), the vehicle had to be towed. The vehicle is 13 years old; with low mileage and garage kept. Each service we asked for a multi-point inspection and each time they checked "ok" at all the fluids. It's suspicious that they recommend a coolant flush at the 44,354 miles oil change and not notice anything wrong with the fluid color then. It's suspicious that the vehicle needed a coolant flush at only 44,354 miles when the manufacturer recommends a radiator flush every 36,000 miles for gently used low mileage vehicles. We purchased the car at 37,210 miles. Whether the flush was done by the previous owner or not, Nissan should have told us directly the wrong color fluid was there and they didn't until the car was towed there. They have been servicing the vehicle since MAY of 2012. How long does the incorrect fluid color stay in there? Over three years? If so why didn't Nissan tech's notice it and tell us directly? If not, then Nissan is the one who put the wrong fluid in there and that's why they "discounted" the bill. $764.26 is a lot of money when you paid $1,543.00 for a warranty that states the radiator is a covered part.We don't believe we should have been charged for this repair. We didn't mess with any fluids. We took the vehicle to be serviced at the Nissan dealer. We kept the service records. The warranty should have covered this - why do you have a warranty then?  Something is wrong here - there's a lack of professionalism, INTEGRITY and the golden rule to treat others the way you would like to be treated.Nissan admits they made a mistake reporting the mileage on the receipt and to the warranty company. They didn't do THEIR DUE-DILIGANCE and verify the mileage; they just took what the tow driver said and used that. If they can't get the mileage right; how confident can we be they didn't put the wrong fluid in the car.  Maybe Three on Your Side needs to investigate,Regards,[redacted]

MY FIRST INITIAL HEARING OF THIS SITUATION WAS LAST WEEK ON TUESDAY. [redacted] LEFT ME A VOICEMAIL AT MY DIRECT EXTENSION (###-###-####) EXPLAINING THAT HE WAS INQUIRING ABOUT HIS GAP CANCELLATION. WE CHECKED THROUGH THE FORMS AND GAP QUEUE AND DID NOT SEE THAT HE CAME IN AT ANY POINT TO DO THE...

CANCELLATION PAPERWORK. WE VERIFIED THAT HE DID BY GAP LAST DECEMBER FOR THE QUEST. WE CALLED AND LEFT MR. [redacted] TWO MESSAGES, ONCE ON TUESDAY AND ONCE ON WEDNESDAY, EXPLAINING THAT WE DID NOT SEE A CANCELLATION FOR HIM AND THAT IF HE WOULD LIKE TO COME IN AND PROVIDE A PAID-IN-FULL LETTER WE COULD START THE CANCELLATION PROCESS FOR HIM. WE ARE UNABLE TO PROCESS CANCELLATIONS WITHOUT A SIGNATURE AND PROOF OF PAID IN FULL LOAN/OWNERSHIP FROM THE CUSTOMER. WE LEFT OUR CONTACT INFORMATION AND EVEN CONFIRMED IN THE VOICEMAIL THAT WE WERE RESPONDING TO HIS INQUIRY.

Thank you for opening up the communication remarks back to us. I’m sorry that you had to get back in touch with us; my initial response appears to have been unsuccessful using the link that was sent. 
Regarding the case open involving Ms. [redacted] I have compiled our response using...

the documents that were presented to Ms. [redacted] during her visits and when she picked up her vehicle. As you will notice I added dollar amounts and dates. I can also copy and email or fax your office any documents that correspond to Ms. [redacted] case. The only thing I can not respond to was the claim of two diagnostic fees. Our record only show one visit with a single diagnostic fee of $89.95
On March 10, 2014 [redacted] brought her 2002 Nissan Altima, Vin#[redacted], had some front end damage that was not completely fixed,  with 120,617 miles with a complaint of “check engine light is on and engine sounds loud” advise. We had her sign off on an initial Diagnosis of $89.95 when she dropped off RO#864540. The vehicle had the following codes, P0300 (multi-cylinder misfire), P0420 (catalytic converter sys-B1), P1564 (ASCD SW cruise control inop), P0031 H02S1 HTR o2 sensor.  We found that that the spark plugs that were installed at another shop, were in fact the wrong size and length. They were too short to extend into the combustion chamber to be properly ignited. This is one of multiple issues that are a possibly a direct cause of the list of problems and codes. Theses were noted on the Multi-point inspection sheet. Here is the following list. 
Spark plugs $150.00
Replace Catalytic converter and O2 sensor $1900.00
Spiral cable open circuit $489.00
Missing intake resonator $190.00
Right side motor mount broken and well as the front motor mount $770.00
Both lower control arms bushings are split and will require replacement and alignment $1000.00
Alternator is noisy (internal bearings) $692.00
Left inner CV boot is split and leaking $290.00
Low side A/C line is leaking (A/C is under performing) $497.00
Oil is dark and needs replacement. $42.00
While test driving the vehicle the hood popped up, causing damage to the hood and structure of the hinges. This is possibly occurred from the prior damage with a damaged latch from the accident prior. We notified the customer and told them we would get the body damage fixed. $1380.00 later and rental car of 7 days that we provided at our expense. It looked better than it when it came in. We also replaced the missing intake resonator at no charge to the customer. 
The customer declined any repairs and or further diagnosis to the vehicle and paid the diagnosis fee of $89.95. 
Please feel free to call me or E-mail me with anything else needed for this case. 
Thank you, [redacted]
AutoNation Nissan Tempe Service Director

[redacted] came in last night and spoke with [redacted]. They came to an agreement and [redacted] now has the truck. [redacted] sent [redacted] and Email thanking him.

See attached document RE: Complaint  ID # [redacted]Mr. S[redacted] and the Intelligent key for his 2015 [redacted]At  AutoNationNissan Tempe, We strive to provide truly exceptional experience to all of our customers
and in order to providethat for Mr. S[redacted] we are
directly working  with...

him as well as Nissan Corporate to have the Nissan store in [redacted] supply, cut  and reprogram  a new key so Mr. S[redacted]does not have to come to Tempe for the spare key. AutoNation Nissan Tempe will cover those costs.Thank you,Dar            Tass
General Manager AutoNation Nissan Tempe

To whom it may concern:
 
In Response to Complaint ID: 11797592 for Mr. [redacted]
 
We do apologize for the miscommunication and not canceling all warranties that Mr. [redacted] purchased and requested to cancel, we are more than happy to cancel the warranties for him and refund the lien holder.
Unfortunately, the Appearance Protection is a Non-Cancellable/Non-Refundable product as stated on the back of the Appearance Protection contract that Mr. [redacted] signed.
The documents have been attached for customer’s review, the first is the front of the contract signed, and the second document which is the back of the contract; underlined in section "8" stating "The Appearance and/or Windshield Protection products are permanently applied to the vehicle; therefore this Protection Product Guarantee is NON-CANCELLABLE and NON-REFUNDABLE.".
Again, we apologize for this miscommunication and invite Mr. [redacted] to our dealership to meet with Mr. Geoff Lewelling, our finance Director, to get the Nissan Maintenance and Tire and Wheel Protection cancelled as we need Mr. [redacted]’s signature so we may issue a full refund and send it to the lien holder on behalf of Mr. [redacted].

all issues have been adderessed and resolved.

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.Since we owned the vehicle, we took it to be serviced only at this Nissan dealer.Each time we had requested to have a multi-point inspection performed. The mechanic completes a service form and checks "ok" at the fluid inspections.  Nissan is claiming this vehicle had the "incorrect fluid" in it based on a wrong coloring. I asked the Nissan tech directly if there was a different color in there, why didn't they notice and say something then.  The Nissan Tech agreed - they should have seen it and said something. They never directly told us they found a wrong incorrect fluid color. If they did we would have had it fixed. Instead they claim to have said on two occasions that they recommended a coolant flush. Our receipts show they only recommended the coolant flush the last time the vehicle was in for an oil change. That was on August 4, 2014; the car was serviced at 44,354 miles. Again they never said anything about a wrong or different color fluid being visible. Less than one year later, at 46,000 miles (only 1,646 miles added), the vehicle had to be towed. The vehicle is 13 years old; with low mileage and garage kept. Each service we asked for a multi-point inspection and each time they checked "ok" at all the fluids. It's suspicious that they recommend a coolant flush at the 44,354 miles oil change and not notice anything wrong with the fluid color then. It's suspicious that the vehicle needed a coolant flush at only 44,354 miles when the manufacturer recommends a radiator flush every 36,000 miles for gently used low mileage vehicles. We purchased the car at 37,210 miles. Whether the flush was done by the previous owner or not, Nissan should have told us directly the wrong color fluid was there and they didn't until the car was towed there. They have been servicing the vehicle since MAY of 2012. How long does the incorrect fluid color stay in there? Over three years? If so why didn't Nissan tech's notice it and tell us directly? If not, then Nissan is the one who put the wrong fluid in there and that's why they "discounted" the bill. $764.26 is a lot of money when you paid $1,543.00 for a warranty that states the radiator is a covered part.We don't believe we should have been charged for this repair. We didn't mess with any fluids. We took the vehicle to be serviced at the Nissan dealer. We kept the service records. The warranty should have covered this - why do you have a warranty then?  Something is wrong here - there's a lack of professionalism, INTEGRITY and the golden rule to treat others the way you would like to be treated.Nissan admits they made a mistake reporting the mileage on the receipt and to the warranty company. They didn't do THEIR DUE-DILIGANCE and verify the mileage; they just took what the tow driver said and used that. If they can't get the mileage right; how confident can we be they didn't put the wrong fluid in the car.  Maybe Three on Your Side needs to investigate,Regards,[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.

Thank you for opening up the communication remarks back to us. I’m sorry that you had to get back in touch with us; my initial response appears to have been unsuccessful using the link that was sent. 

Regarding the case open involving Ms. [redacted] I have compiled our response using...

the documents that were presented to Ms. [redacted] during her visits and when she picked up her vehicle. As you will notice I added dollar amounts and dates. I can also copy and email or fax your office any documents that correspond to Ms. [redacted] case. The only thing I can not respond to was the claim of two diagnostic fees. Our record only show one visit with a single diagnostic fee of $89.95

On March 10, 2014 [redacted] brought her 2002 Nissan Altima, Vin#[redacted], had some front end damage that was not completely fixed,  with 120,617 miles with a complaint of “check engine light is on and engine sounds loud” advise. We had her sign off on an initial Diagnosis of $89.95 when she dropped off RO#864540. The vehicle had the following codes, P0300 (multi-cylinder misfire), P0420 (catalytic converter sys-B1), P1564 (ASCD SW cruise control inop), P0031 H02S1 HTR o2 sensor.  We found that that the spark plugs that were installed at another shop, were in fact the wrong size and length. They were too short to extend into the combustion chamber to be properly ignited. This is one of multiple issues that are a possibly a direct cause of the list of problems and codes. Theses were noted on the Multi-point inspection sheet. Here is the following list. 

Spark plugs $150.00

Replace Catalytic converter and O2 sensor $1900.00

Spiral cable open circuit $489.00

Missing intake resonator $190.00

Right side motor mount broken and well as the front motor mount $770.00

Both lower control arms bushings are split and will require replacement and alignment $1000.00

Alternator is noisy (internal bearings) $692.00

Left inner CV boot is split and leaking $290.00

Low side A/C line is leaking (A/C is under performing) $497.00

Oil is dark and needs replacement. $42.00

While test driving the vehicle the hood popped up, causing damage to the hood and structure of the hinges. This is possibly occurred from the prior damage with a damaged latch from the accident prior. We notified the customer and told them we would get the body damage fixed. $1380.00 later and rental car of 7 days that we provided at our expense. It looked better than it when it came in. We also replaced the missing intake resonator at no charge to the customer. 

The customer declined any repairs and or further diagnosis to the vehicle and paid the diagnosis fee of $89.95. 

Please feel free to call me or E-mail me with anything else needed for this case. 

Thank you, [redacted]

AutoNation Nissan Tempe Service Director

In response to the letter against AutoNation Nissan we did contact the Husband and appoligized. Was not aware to follow up with [redacted]. We have tried calling [redacted] 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 experience. But were not able to contact her. We wish to offer a Full Detail on her 2010 Nissan Maxima for the inconvenience.

[redacted] did purchase his vehicle here on 7/15/2012. The reason the warranty company denied [redacted] claim is due to abuse. The inspector noticed that the radiator was melted and if he would of stopped it would not have heated up enough to melt the radiator. Due to the excessive heat the car now needs...

an engine. According to [redacted] Service Drive Manager at Subaru of North Scottsdale he stated that when [redacted] 1st dropped the vehicle off, [redacted] stated that he saw smoke but kept driving. He had communication in the beginning with [redacted] but after he realized the claim was being denied due to abuse [redacted] came in and removed his amplifier from the car. [redacted] from Subaru tried multple times of contacting [redacted] but he would not respond. Finally [redacted] had the vehicle towed due [redacted] unresponsiveness.

[redacted] came in last night and spoke with [redacted]. They came to an agreement and [redacted] now has the truck. [redacted] sent [redacted] and Email thanking him.

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.

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.

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.

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.

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.

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,

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.