Avondale Nissan

To whom it may concern, We have read the complaint and are currently working with the consumer to resolve the issueI personally spoke with the consumer and have made arraignments for them to bring the vehicle in for a fresh inspecting and we will advise at that pointBecause the issue involves the repair of leather on a pre-owned vehicle sold over months ago, the process may be delayed as we work through the eventual and equitable solution As always we appreciate the Revdex.com and the proactive help in servicing our customers [redacted] ***General Manager Avondale Nissan

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, 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,
*** ***

To whom it may concern,  We have read the complaint and are currently working with the consumer to resolve the issue. I personally spoke with the consumer and have made arraignments for them to bring the vehicle in for a fresh inspecting and we will advise at that point. Because the issue...

involves the repair of leather on a pre-owned vehicle sold over 16 months ago, the process may be delayed as we work through the eventual and equitable solution.  As always we appreciate the Revdex.com and the proactive help in servicing our customers. [redacted]General Manager Avondale Nissan

I am disappointed to hear of Ms. [redacted]’s experience.  I have left multiple voicemails and an email to discuss her complaint, but have yet to...

receive a returned call or email.  At this point, we will await a response and hope to have another opportunity at creating a favorable outcome.

Sincerely,

Tony V[redacted]
Service Manager

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,

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.

Avondale Nissan has dealt with my interlock device company on several occasions (well prior to my service appointment). Instead, [redacted] failed to mention in his rebuttal that Avondale Nissan has in fact had to not only dealt with interlock devices before, they have dealt with the same company that my interlock device comes from. So, [redacted] response to the Revdex.com is completely inaccurate and unacceptable. Saying that I am asking them to 'alter' the interlock device is misleading and false. I wanted my vehicle serviced - I STILL NEED MY VEHICLE SERVICED. Not only do I have two service trips already paid for, but I also have a Platinum Warranty.

 

[redacted], the service tech, failed to contact the company when I brought my vehicle in for service. To save time and hassle, [redacted] burdened me with activating my device - in a most unprofessional manner. 

 

I dropped my car off for an appointment to get my oil changed. I did not ask them to do anything with my interlock device - [redacted] asked me to 'blow in the device' and went on in front of several customers. He wanted me to activate the device to bypass calling the interlock company to get it removed. THIS IS PURE LAZINESS AND ALSO POOR CUSTOMER SERVICE. I was asked to also go into the service area by [redacted]. He said, 'when your vehicle is done, we will need you to blow into the device to remove the vehicle from the stall.' This is a OSHA violation to ask customers to go into the service area at all. 

 

I should have simply been asked for the phone number of the interlock company if the service tech or [redacted] did not recognize the company name of the interlock device. Know, [redacted] is correct in his response the the Revdex.com; to alter the interlock device is against the law. 

 

However, Avondale Nissan can and should have called the interlock device company and get the info from them to safely remove the interlock device. I have proof that Avondale Nissan has made several requests to this interlock company for assistance in removing the device. FYI: AZ MVD requires all interlock company's to save phone records of legitimate service repair facilities who have called to remove their devices during repairs.

 

I made it very clear to [redacted] when we spoke on the phone a few weeks ago that I want to CONTINUE TO TAKE MY VEHICLE IN TO AVONDALE NISSAN, it is the most convenient location. On October 7th, [redacted] told me he was going to 'look into company policy and get back to me'. Apparently, he remembered our conversation much differently. I made it clear on the 7th, I need to get my car serviced and I wanted to continue with Avondale Nissan. 

 

However, [redacted] did not call me back about my service warranty/resolving my Revdex.com complaint. I called him today to ask why he did not call me back, and he said, he was not going to and did not think he needed to.

After [redacted] said that he had no intention of calling me back, I do not want to talk to this General Manager again, as he has misrepresented both his company and overlooked many details and issues that took place during my service appointment. 

 

I STILL have no explanation as to why [redacted] made a scene and asked me out loud in front of many other customers to activate my interlock device. I have no apology from [redacted] or [redacted] over the treatment I received when I came to get my oil changed. I have no explanation from [redacted] as to why he did not call me back after the 7th. I also have no idea what to expect the next time I take my vehicle in to get serviced and I WILL NOT TAKE MY VEHICLE IN TO AVONDALE NISSAN UNTIL THIS GETS RESOLVED.

 

Since this was not resolved with the General Manager and I am convinced he misrepresented his company's knowledge of interlock devices, the owner, [redacted], is the person I would like to speak to next. I am also going to contact Nissan Consumer Affairs once again. 

 

I am not getting my questions answered. So far, the people who I have dealt with regarding my complaint have proved unfit and unprofessional in resolving my complaint.

Regards,

We were able to put [redacted] into a new vehicle and he had traded in his car on Monday, June 29. Nathan is satisfied with the results.Thank you,[redacted]

To whom it may concern,  We have read the complaint and are currently working with the consumer to resolve the issue. I personally spoke with the consumer and have made arraignments for them to bring the vehicle in for a fresh inspecting and we will advise at that point. Because...

the issue involves the repair of leather on a pre-owned vehicle sold over 16 months ago, the process may be delayed as we work through the eventual and equitable solution.  As always we appreciate the Revdex.com and the proactive help in servicing our customers. [redacted]General Manager Avondale Nissan

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]

To whom it may concern,  We have read the complaint and are currently working with the consumer to resolve the issue. I personally spoke with the consumer and have made arraignments for them to bring the vehicle in for a fresh inspecting and we will advise at that point. Because...

the issue involves the repair of leather on a pre-owned vehicle sold over 16 months ago, the process may be delayed as we work through the eventual and equitable solution.  As always we appreciate the Revdex.com and the proactive help in servicing our customers. [redacted]General Manager Avondale Nissan

We hired another company [redacted] to steam clean and pressure wash remove the garage stain from [redacted] home. Our service director, [redacted] received a phone call from [redacted] this morning; June 18th to let us know he was satified with the job the new company had done....

[redacted] also mentioned he will update his response with Revdex.com as the issue has been resolved.[redacted]Controller[redacted]

We hired another company [redacted] to steam clean and pressure wash remove the garage stain from [redacted] home. Our service director, [redacted] received a phone call from [redacted] this morning; June 18th to let us know he was satified with the job the new company had done....

[redacted] also mentioned he will update his response with Revdex.com as the issue has been resolved.[redacted]Controller[redacted]

I have read the complaint and reviewed it in detail with the consumer over the phone. I apologized on behalf of the dealership to the consumer if she at anytime felt as if the advisor had put her in an embarrassing or compromising positions. It isn’t our intent to deliberately...

infringe on the right to privacy of our customers. In an environment that is extremely contained, fast paced and typically very busy we have counseled our advisors on better ways to communicate in close quarter situations regarding delicate conversation.  The customer had a state mandated ignition interlocking device on her vehicle; the alteration of which without permission from the state and/or authorized vendor is illegal.  We sought assistance from the consumer in order to perform the requested maintenance on her vehicle.   We will review our current written policy regarding state mandated ignition interlocking devices and our ability to properly service those customers.  The consumer has requested a copy of our policy after any revisions, and I explained we would be happy to forward a copy.

As always we appreciate the opportunity to enhance our customers experience at all levels, and will continue to consistently work at overall improvements of our processes.

To whom it may concern,

After review it is clear our service advisor in attempt to expedite the service as requested by the consumer, did ask the consumer to blow into the device to speed the process along.  After further consideration this is not indicative of how we would want our employees to handle these situations. We have reviewed and revised our current policy regarding interlocking devices and posted below. Should you or the consumer have any further concerns or questions please do not hesitate to contact me personally. I belive this is what the consumer was requesting clarity on.

In order to best serve our customers needs, while maintaining a level of confidentiality and the lawful compliance in the disabling of an interlocking breathalyzer device, we request that you read and acknowledge the following policy. We appreciate and value your business.  

The temporary disabling of an interlocking breathalyzer device as mandated by the State of Arizona, must be conducted in conjunction with the assigned installing vendor in order to avoid recording erroneous violations that may trigger an extension of your interlock requirement. 

It is Avondale Nissans position that all State requirements in the disabling will be conducted within the law and at no time will an employee of Avondale Nissan violate such laws. This includes but not limited to an employee of Avondale Nissan blowing into the device on the customers’ behalf, in order to move the vehicle and/or disable. Furthermore a charge of 1.0 hours of labor will be assessed on the original repair order in addition to any regular charges for the repair or maintenance of the vehicle. This additional charge is to cover expenses related to contacting the vendor and the act of disabling the system.

Due to safety concerns it is not an option for the consumer to blow into the device while in the shop in order to avoid the charges. We appreciate your business and understanding regarding this manner.

To whom it may concern,

After speaking with the consumer and reviewing his concerns

and the complete case file, we believe the customer had a valid concern and we have

resolved the issue to his complete satisfaction.  

This was clearly a manufacture...

issue that was covered by warranty but opened the

door to some interpretation regarding the diminishing value of the client’s

vehicle. After attempting to have the manufacture warranty/reimburse for the perceived

lost value or buy the vehicle back in a collateral exchange, we were unfortunately

unable to accomplish either scenario.  After

personally speaking with the customer (and Nissan) and certainly empathizing

with his situation, Avondale Nissan agreed to pay a fair market cash value to

reduce the consumers future exposure to loss or buy the car back for the entire payoff. The consumer chose to

keep the vehicle and take the cash amount to help with any and all future diminished

value. The customers warranty is still valid and this has zero effect on any

future warranty claims.

At this point we consider this to be closed, and we

appreciate the opportunity to resolve the issue.

Executive Manager

On Monday 9/5/2016 my family and I went into Avondale Nissan looking to make a purchase. When we got there we were not greeted, or even aknowledged, by any of the employees at the dealership, they simply stared. We looked around the lot ourselves at the cars we were interested in. After now being able to locate what we were looking for we went inside. Once again we weren't acknowledged. Finally a guy, who seemed to be upper management came over and introduced us to Cesar H. We told him what we were looking for and he uninterestingly showed us a car for less than five minutes. He then told us he had to go finish a transaction and that he would be back in less than five minutes. Five minutes go by, we go inside, he is not at his desk. We keep waiting, and waiting, upper management notices and comes by to ask why we aren't being helped. We tell him what happened and he says "oh yeah he should be back soon". A slap to the face if you ask me. We were customers who were ready to buy and all they had to do was show us what we were looking for! We kept wanting and he never came back. Honestly we felt insulted that there were so many associates standing around and nobody helped us, we ended up leaving. We went to Toyota next door and the experience was completely different, they greeted us immediately and the sales representative gave us undivided attention! Unfortunately, we did not make a purchase because we really like the Altimas and that is what we are hoping to buy. The customer service cost this Nissan dealership the sale! We will not be coming back or recommending them!

We assisted the customer the day before receiving your email, successfully placing Ms. [redacted] in a replacement vehicle.  The customer is happy with the transaction and the customer is satifisfied with outcome.Thank you,[redacted]

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.

Avondale Nissan has dealt with my interlock device company on several occasions (well prior to my service appointment). Instead, [redacted] failed to mention in his rebuttal that Avondale Nissan has in fact had to not only dealt with interlock devices before, they have dealt with the same company that my interlock device comes from. So, [redacted] response to the Revdex.com is completely inaccurate and unacceptable. Saying that I am asking them to 'alter' the interlock device is misleading and false. I wanted my vehicle serviced - I STILL NEED MY VEHICLE SERVICED. Not only do I have two service trips already paid for, but I also have a Platinum Warranty.

 

[redacted], the service tech, failed to contact the company when I brought my vehicle in for service. To save time and hassle, [redacted] burdened me with activating my device - in a most unprofessional manner. 

 

I dropped my car off for an appointment to get my oil changed. I did not ask them to do anything with my interlock device - [redacted] asked me to 'blow in the device' and went on in front of several customers. He wanted me to activate the device to bypass calling the interlock company to get it removed. THIS IS PURE LAZINESS AND ALSO POOR CUSTOMER SERVICE. I was asked to also go into the service area by [redacted]. He said, 'when your vehicle is done, we will need you to blow into the device to remove the vehicle from the stall.' This is a OSHA violation to ask customers to go into the service area at all. 

 

I should have simply been asked for the phone number of the interlock company if the service tech or [redacted] did not recognize the company name of the interlock device. Know, [redacted] is correct in his response the the Revdex.com; to alter the interlock device is against the law. 

 

However, Avondale Nissan can and should have called the interlock device company and get the info from them to safely remove the interlock device. I have proof that Avondale Nissan has made several requests to this interlock company for assistance in removing the device. FYI: AZ MVD requires all interlock company's to save phone records of legitimate service repair facilities who have called to remove their devices during repairs.

 

I made it very clear to [redacted] when we spoke on the phone a few weeks ago that I want to CONTINUE TO TAKE MY VEHICLE IN TO AVONDALE NISSAN, it is the most convenient location. On October 7th, [redacted] told me he was going to 'look into company policy and get back to me'. Apparently, he remembered our conversation much differently. I made it clear on the 7th, I need to get my car serviced and I wanted to continue with Avondale Nissan. 

 

However, [redacted] did not call me back about my service warranty/resolving my Revdex.com complaint. I called him today to ask why he did not call me back, and he said, he was not going to and did not think he needed to.

After [redacted] said that he had no intention of calling me back, I do not want to talk to this General Manager again, as he has misrepresented both his company and overlooked many details and issues that took place during my service appointment. 

 

I STILL have no explanation as to why [redacted] made a scene and asked me out loud in front of many other customers to activate my interlock device. I have no apology from [redacted] or [redacted] over the treatment I received when I came to get my oil changed. I have no explanation from [redacted] as to why he did not call me back after the 7th. I also have no idea what to expect the next time I take my vehicle in to get serviced and I WILL NOT TAKE MY VEHICLE IN TO AVONDALE NISSAN UNTIL THIS GETS RESOLVED.

 

Since this was not resolved with the General Manager and I am convinced he misrepresented his company's knowledge of interlock devices, the owner, [redacted], is the person I would like to speak to next. I am also going to contact Nissan Consumer Affairs once again. 

 

I am not getting my questions answered. So far, the people who I have dealt with regarding my complaint have proved unfit and unprofessional in resolving my complaint.

Regards,

Review: In order for my vehicle to be serviced, I was openly asked to go into the service area and activate a device in order to move the vehicle into the service area and again to remove the vehicle from the service area.

I have put in a complaint over the privacy violation I experienced as well as being put at safety risk. The device can be removed - which the service technician knows. If I had to drop off the vehicle by myself or by tow truck, they would have to remove the device in order to operate the ignition of my vehicle.

Instead of asking how to remove the device, he put my safety at risk. I have had dealing with this service technician before. His name is [redacted] - he had previously parked my vehicle in a high risk area and it was damaged. Although it was ultimately fixed, [redacted] was the tech who moved my truck and also who tried to deny the incident. After refusing his request, I specifically asked for his business card - he gave me someone else's.

The incident of being asked to move my vehicle instead of the service tech/mechanic doing it, was over two weeks ago. I made two attempt to contact [redacted], the service manager, and he did not return my message. I had left a message with a floor salesman once I realized that [redacted] had deliberately given me the wrong business card. He confirmed his name and it did not match the business card he gave me. I also called and left a message for Mr. [redacted], about an hour after I had left the dealership on that same day.

Next, I filed a complaint with the national customer service center.

I have had to call the Regional Manager, [redacted], to whom the case was assigned, twice. He never followed through with 'bumping up' my complaint.

Next, I had to file a second, written complaint. I have left a time to be contacted and this company refuses to contact me.

I left times to be called and was ignored, once again. M-T after 3pm W-Th - after 6pm F- after 2:30pm Weekends - unsureDesired Settlement: I expect to be called - I have waited a very long time for someone to explain their business and safety practices.

I have also gathered other customer complaints where similar service tech requests were made involving moving a vehicle that had a special operational device that required removal before service work could be performed. Instead of removing the device, the customer privacy is violated and the customer's safety is at risk by being asked to go into the service area and remove their own vehicle after service is completed.

I want to discuss company policy and procedure on special devices put in vehicles that Nissan promises a service warranty. I have contractual questions relating to exclusions on warranty or package services, as I am not finding any legal language to support [redacted] request made of me at Avondale Nissan.

Most sincerely,

Business

Response:

I have read the complaint and reviewed it in detail with the consumer over the phone. I apologized on behalf of the dealership to the consumer if she at anytime felt as if the advisor had put her in an embarrassing or compromising positions. It isn’t our intent to deliberately infringe on the right to privacy of our customers. In an environment that is extremely contained, fast paced and typically very busy we have counseled our advisors on better ways to communicate in close quarter situations regarding delicate conversation. The customer had a state mandated ignition interlocking device on her vehicle; the alteration of which without permission from the state and/or authorized vendor is illegal. We sought assistance from the consumer in order to perform the requested maintenance on her vehicle. We will review our current written policy regarding state mandated ignition interlocking devices and our ability to properly service those customers. The consumer has requested a copy of our policy after any revisions, and I explained we would be happy to forward a copy.

As always we appreciate the opportunity to enhance our customers experience at all levels, and will continue to consistently work at overall improvements of our processes.

Consumer

Response:

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.

Avondale Nissan has dealt with my interlock device company on several occasions (well prior to my service appointment). Instead, [redacted] failed to mention in his rebuttal that Avondale Nissan has in fact had to not only dealt with interlock devices before, they have dealt with the same company that my interlock device comes from. So, [redacted] response to the Revdex.com is completely inaccurate and unacceptable. Saying that I am asking them to 'alter' the interlock device is misleading and false. I wanted my vehicle serviced - I STILL NEED MY VEHICLE SERVICED. Not only do I have two service trips already paid for, but I also have a Platinum Warranty.

[redacted], the service tech, failed to contact the company when I brought my vehicle in for service. To save time and hassle, [redacted] burdened me with activating my device - in a most unprofessional manner.

I dropped my car off for an appointment to get my oil changed. I did not ask them to do anything with my interlock device - [redacted] asked me to 'blow in the device' and went on in front of several customers. He wanted me to activate the device to bypass calling the interlock company to get it removed. THIS IS PURE LAZINESS AND ALSO POOR CUSTOMER SERVICE. I was asked to also go into the service area by [redacted]. He said, 'when your vehicle is done, we will need you to blow into the device to remove the vehicle from the stall.' This is a OSHA violation to ask customers to go into the service area at all.

I should have simply been asked for the phone number of the interlock company if the service tech or [redacted] did not recognize the company name of the interlock device. Know, [redacted] is correct in his response the the Revdex.com; to alter the interlock device is against the law.

However, Avondale Nissan can and should have called the interlock device company and get the info from them to safely remove the interlock device. I have proof that Avondale Nissan has made several requests to this interlock company for assistance in removing the device. FYI: AZ MVD requires all interlock company's to save phone records of legitimate service repair facilities who have called to remove their devices during repairs.

I made it very clear to [redacted] when we spoke on the phone a few weeks ago that I want to CONTINUE TO TAKE MY VEHICLE IN TO AVONDALE NISSAN, it is the most convenient location. On October 7th, [redacted] told me he was going to 'look into company policy and get back to me'. Apparently, he remembered our conversation much differently. I made it clear on the 7th, I need to get my car serviced and I wanted to continue with Avondale Nissan.

However, [redacted] did not call me back about my service warranty/resolving my Revdex.com complaint. I called him today to ask why he did not call me back, and he said, he was not going to and did not think he needed to.

After [redacted] said that he had no intention of calling me back, I do not want to talk to this General Manager again, as he has misrepresented both his company and overlooked many details and issues that took place during my service appointment.

I STILL have no explanation as to why [redacted] made a scene and asked me out loud in front of many other customers to activate my interlock device. I have no apology from [redacted] or [redacted] over the treatment I received when I came to get my oil changed. I have no explanation from [redacted] as to why he did not call me back after the 7th. I also have no idea what to expect the next time I take my vehicle in to get serviced and I WILL NOT TAKE MY VEHICLE IN TO AVONDALE NISSAN UNTIL THIS GETS RESOLVED.

Since this was not resolved with the General Manager and I am convinced he misrepresented his company's knowledge of interlock devices, the owner, [redacted], is the person I would like to speak to next. I am also going to contact Nissan Consumer Affairs once again.

I am not getting my questions answered. So far, the people who I have dealt with regarding my complaint have proved unfit and unprofessional in resolving my complaint.

Regards,

Business

Response:

To whom it may concern,

After review it is clear our service advisor in attempt to expedite the service as requested by the consumer, did ask the consumer to blow into the device to speed the process along. After further consideration this is not indicative of how we would want our employees to handle these situations. We have reviewed and revised our current policy regarding interlocking devices and posted below. Should you or the consumer have any further concerns or questions please do not hesitate to contact me personally. I belive this is what the consumer was requesting clarity on.

In order to best serve our customers needs, while maintaining a level of confidentiality and the lawful compliance in the disabling of an interlocking breathalyzer device, we request that you read and acknowledge the following policy. We appreciate and value your business.

The temporary disabling of an interlocking breathalyzer device as mandated by the State of Arizona, must be conducted in conjunction with the assigned installing vendor in order to avoid recording erroneous violations that may trigger an extension of your interlock requirement.

It is Avondale Nissans position that all State requirements in the disabling will be conducted within the law and at no time will an employee of Avondale Nissan violate such laws. This includes but not limited to an employee of Avondale Nissan blowing into the device on the customers’ behalf, in order to move the vehicle and/or disable. Furthermore a charge of 1.0 hours of labor will be assessed on the original repair order in addition to any regular charges for the repair or maintenance of the vehicle. This additional charge is to cover expenses related to contacting the vendor and the act of disabling the system.

Due to safety concerns it is not an option for the consumer to blow into the device while in the shop in order to avoid the charges. We appreciate your business and understanding regarding this manner.

BE CAREFUL THIS DEALERSHIP OFFERS FINANCING ON THE SPOT "SPOT DELIVERY SCAM" THEN CALLS THE BUYER 12 DAYS LATER TO TELL THEM THAT THEY ARE NOT APPROVED FOR THE FINANCING AND NEED ADDITIONAL MONIES DOWN AND OR A COSIGNER. AFTER GUARANTEEING THAT THEY CAN GET YOU FINANCED!!