AutoNation Nissan Tempe

[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]

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.

[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.]

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,

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.

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

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.

[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 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,