I was in the process of rejecting the latest complaint from nourse when my power flickered. when I got back to it it said response sent.but there is no reason written for the rejection because of this. but there was no reason for an estimation payoff cause when the whole thing started we were looking to possibly trade my car & that vehicle in on a new truck. that was on saturday oct 22nd. my husband and I was setting right there with paul and he picked up the phone and called the bank that has my car and was able to get a 10 day payoff. so if he could do that then there was no reason he couldnt have done the same on the payoff for the truck.at that same time. it is just sad to see them treat repeat customers this way by wanting to admit to his error. I would appreciate this being passed along to them.
Please find attached the buyers order you requested on the above case. If you need any further information, please let me know.Sincerely,Kathryn C[redacted]Nourse Chillicothe Automall
Mr. [redacted] was at our dealership today with his Dakota. We diagnosed his check engine light and it seems that the part we replaced has failed. He has agreed to come in Monday so we can install a new part, and hopefully that takes care of it. If you have any questions, please feel free to contact me.
Ms. [redacted] had her oil changed and tires rotated 6/3/17 @ 57,461 miles. We received an email from her on 8/2/17 indicating that that her oil light had not been reset and a new maintenance sticker was not placed in the windshield. She was also questioning some clips that were missing...
after body work back in 2015. Our BDM immediately reached out to her, offering assistance . Since her salesperson was no longer employed at the dealership, she was put in the hands of our retention manager, Jeff B[redacted]. In addition I reached out to her as well, explaining that Toyota would prefer dealers not put reminder stickers in the windshield, but if a customer asks, we do. I apologized and mailed her a new sticker. Jeff also reached out to her and asked that she swing by anytime and it would take a few minutes to reset and she would be on her way. She reached out again 9/1 and again was apologized to, and offered to come in and we would reset the light and make a new sticker (she stated she did not receive it via mail). We did not hear anything until several days ago when she posted that a Revdex.com case had been opened. We in no way are ignoring her, and have tried multiple times to take care of the maintenance light and give her a sticker. The maintenance was done, and her cost was $67.94. If you need any documents, ie repair order copy, correspondence, maintenance records, etc, please do not hesitate to ask.
Since the vehicle was sold "As Is", the only thing I can offer them at this time is for our Body Shop Manger to look at their 2010 Hyundai Santa Fe's paint issue and give his opinion. If you need any documentation, please feel free to contact me.
After going over the email that Ms. [redacted] sent the Revdex.com from June 2017, Ms. [redacted] replied to a "do not reply" email. We were not aware of an issue with the maintenance light and sticker until she sent a email to our nourse.com address on August 2, 2017. It was immediately addressed by our Business Development Manager, and after a call to her that same day, and a followup call, we were able to speak w/her August 8, 2017. Jeff B[redacted] reached out to her and asked that she swing by anytime and it would only take a few minutes to reset her light and she would be on her way. We heard nothing else from her until 9/1/17, when she gave our business a poor rating.We stand behind the fact that her oil was indeed changed, but the technician forgot to reset her maintenance light. As I explained in our earlier response, Toyota would prefer dealers not put reminder stickers in the windshield because they want the customer to rely on the vehicle to let them know when they need maintenance. After speaking with her today, she refused to bring her vehicle in and has requested a refund of her oil change. At this point, we feel we have done everything correctly and if you need any documents or correspondence from us, please feel free to contact me.
I am rejecting this response because: This vehicle should have never been put up for sale. I have not been able to drive this vehicle since purchasing it. It is at a dodge dealership now, they are replacing the engine. Nourse stated that I brought the truck back to them, on Feb. 8, saying there was a knock in the engine, I actually brought the truck back the following week after it was purchased. They said they would take care of the problem. Next thing I know, it was my responsibility, to have it repaired? When they offered me $2000.00 less than I paid for the vehicle, I could not believe they even said that. I know that I will never get any satisfaction from them, I just hope this helps others from going through this. They are the most dishonest people I have ever tried to deal with. Thanks for your time. [redacted]
Regards,
[redacted]
Mr. [redacted] came into our service department and stated that he had lost a set of keys to his vehicle. There was also a conversation about the possibility they were lost while kayaking . He said that he wanted a new key cut and programmed, and so we cut a...
new key and programmed it. Several days later, he came in and said he had found his key, and it worked in the car including starting the vehicle, which he thought should not happen. We did not reprogram the key, that is a separate service. We only programmed and cut a new key. That is why he was still able to use his key he thought was lost.We apologize for any misunderstanding or lack of communication that transpired between the service advisor and Mr. [redacted].
When we send a vehicle to auction, it stays on our system until it is sold and payment has been received. At the time Mr. [redacted] came in to purchase the vehicle was at the auction and was sold according to the information that was given to us. Almost 2 weeks after Mr. [redacted] purchased the new Rav4 he was called in error by a salesperson stating that the price had been lowered on the used Rav4. It was then discovered that the used Rav4 had not been sold at auction . We agreed to bring the vehicle back from the auction, and we did. He came in and wanted to trade the Rav 4 he had purchased 10 days prior, even for the used Unfortunately, that was not a possibility because the original car deal had been completely processed. Mr. [redacted] would have to finance an additional amount, which he declined to do. If you have any further questions, please feel free to contact me.
I need to add to the response I submitted that the response from the dealership does NOT address the issues with the satellite radio add-on that they paid to have installed does not work correctly and they did not address doing anything to resolve that issue either.
I am rejecting this response because, of course, I asked for a new key because I had lost them. And of course, why would I keep the lock programming the same on the vehicle, when it would be very easy for whomever finds the keys to find it, access my car, and possibly steal it.
I asked for the car to be "reprogrammed". I was verbally assured the old keys would NOT work anymore...when I took the car in that day, and also when I returned to report my keys found. The documentation does not say "reprogramming", but the fact I was given the dealerships word the work I asked for would be done, and it
wasn't...that's their error.
We can go back and forth on this forever. I've never spoken to, or met [redacted]. She's relating the story from a dishonest representative I worked with.
I was told a service would be done for me, and it wasn't. I paid for a service that I would not have otherwise gotten, if I would have know that's what would be done. Fact is, they messed up and will not accept responsibility for their mistake.
Complaint: [redacted]
I am rejecting this response because:This does not address the issue as to why I have not have my text messages or phone calls returned. I still want the contact information to the business' insurance company so that I can file a claim. Also, I made myself very clear that the attempted glue fix on the unit was unacceptable due to the fact that it did not work. The molding was still hanging down 1 inch from the ceiling when I picked the vehicle up from the service department.
They know that they sold this car to us with a major problem because I notified them right away that there was a problem, they took my $6,500 and the salesman Rhett B[redacted] assured me at the time we took possession that we had bought a great car, and as they advertised that this car was in such good condition that we do not have any worries about having problems with it as soon as we bought it, all we are asking is that they either fix the car or trade us out of it for another car worth $6,500 and we would be happy, they did have there mechanic look at our car but they would not pay him for the time he was looking at our car, they made him volunteer his time so he was in a hurry to get it done, all we are asking is that they make it right, it would have been different if we would have had this problem a month down the road but we had problems the same day!! Please help us.This is what the description said on page 4 of the ad online for this car, I also sent the whole ad to you as an attachment so you cold look it over.Description
[redacted]2-OWNER[redacted], CLEAN CARFAX, and LOCAL TRADE. Talk about a deal! Ready to roll! Are you interested in a simply outstanding
car? Then take a look at this superb 2006 Chevrolet Malibu. This Malibu will save you money by keeping you on the road and out of
the mechanic's garage. It scored the top rating in the IIHS frontal offset test. New Car Test Drive said, ...the solid body structure and
supple suspension result in a quiet cabin and comfortable ride yet allow spirited driving. We were impressed with the power... Stop
out to see over 450 Vehicles at Nourse Automall, Ross County's Volume Leader where every used vehicle comes with a
complementary GOLD ASSURED 2 month 2000 mile limited warranty. (Excludes AS-IS units) BUY WITH CONFIDENCE!!!!!
Here is the email I had first sent them. This was after I had left several voice mails and didn’t get any response. I really think they charged me for a oil change and did not change it at all. They also stated in their response back that a window sticker was not their policy but they have always put one on when they changed the oil. I never did request a window sticker I just commented that the maintenance light had not been reset, the window sticker had not been changed and the windshield fluid lid was off and never filled. I also have text messages that was sent to a Jeff B[redacted] in August when after several months I couldn’t get anyone to help me. I will send those also.
After going thru the whole sales process with the salesperson and the sales manager, I can see where all the confusion with the down payment came from. There were several changes of vehicle over the course of the deal, and ultimately, Ms. [redacted] did get the vehicle she really wanted . As...
the deal was being negotiated , there was several different down payment amounts that were discussed on the vehicles. Each were unique to the options of the vehicle, payoff amount, and the payment that she wanted to be at. The final vehicle was exactly what she wanted, and she was willing to pay a little extra on the monthly payment.We purchased the vehicle from another dealer and she came in and signed paperwork, and took delivery of a new 2015 Toyota RAv4 Limited. We have been working with them since that time to help in any way we can. As a goodwill gesture, we extended their Toyota maintenance package on both the vehicles they purchased from us. This includes an additional 20,000 miles on each vehicle, and covers all maintenance up to 50,000 miles. This is a $699.00 value. If she would like the $699.00 in the form of a check instead of the extension of the maintenance packages, that would be fineI do apologize that her total car experience, other than getting the car she wanted, was not a completely wonderful experience. Sincerely,Kathryn C[redacted] Nourse Chillicothe Automall
Due to a clerical error, the mileage was incorrectly stated when the extended warranty was submitted. We have corrected the contract, and Mr. [redacted] has been informed. We are in the process of repairing his vehicle and all is good.
I tried to contact Ms. [redacted] to get some additional information from her. She immediately hung up when I told her who I was. In going thru our sales system, credit was pulled and when that happens, it will pull from each credit bureau (3) so that is why there are 3 inquires. In...
trying to save the customer money, we do shop for the best bank rate. I tried to verify with her the exact banks that she had received letters from, but was unable to get that information. After I have received that information, and am able to verify the banks that we submitted to, I can answer this complaint with correct information. If there is any discrepancies, we will be more than happy to try and correct them.Please let me know if you have any further questions. Thank you.
Ms. [redacted] contacted me stating that her salesman called to ask her when she was going to pay her payoff difference. I did verify that when she came to take delivery it was later in the evening, and we estimated the payoff of her trade as $18,500.00. When the deal went thru our...
office, the exact payoff was able to be obtained, which was $470.16 higher than what was estimated. Nourse paid off Ms. [redacted]'s loan completely, which left her owing us the additional amount. The payoff, if lower than estimated, would have been refunded to the customer, but in this case the opposite happened.The [redacted]'s are valued customers, and we apologize for the inconvenience this has caused them .
When we do a Xzilon treatment, regardless of the age of the vehicle, we do a complete detail before applying. It still holds the same warranty as if it had been done at delivery or shortly after. I spoke with Ms. Walburn about this, and also apologized that she has not had a response...
from our dealership concerning the Xzilon application appointment. We have agreed to refund the amount that she was charged for the Xzilon treatment. The purchase price was 699.00 on the signed buyers order, not 800.00. She did purchase GAP Insurance for a premium of 800.00, which I assume that she just looked at the wrong amount.Since she has a lien on the vehicle, and the Xzilon was included in the financed price, the refund must go directly to the lender. This will not change her monthly payment amount, but will decrease her payoff on the vehicle. We apologize that there was such a delay in scheduling the treatment. Perhaps some of that was due to the salesperson transferring to one of our satellite stores shortly after delivery. If you need a copy of the buyers order, I would be happy to sent that to you. It will take 2-3 weeks for the check to be processed, and if she has any questions she is more than welcome to contact me directly.SincerelyKathryn C[redacted]Nourse Chillicothe Automall###-###-####
We understand Ms. [redacted] situation, and have tried to assist her. Her salesperson is no longer with Nourse, and we have found nothing in writing that states what she was promised. As a goodwill gesture, we have her scheduled for the second remote to be programmed as well as a new...
key. The appointment is Monday, December 19th @ 9:00 am. I have spoken with her, and she indicated that this would be a satisfactory resolution.
I was in the process of rejecting the latest complaint from nourse when my power flickered. when I got back to it it said response sent.but there is no reason written for the rejection because of this. but there was no reason for an estimation payoff cause when the whole thing started we were looking to possibly trade my car & that vehicle in on a new truck. that was on saturday oct 22nd. my husband and I was setting right there with paul and he picked up the phone and called the bank that has my car and was able to get a 10 day payoff. so if he could do that then there was no reason he couldnt have done the same on the payoff for the truck.at that same time. it is just sad to see them treat repeat customers this way by wanting to admit to his error. I would appreciate this being passed along to them.
Please find attached the buyers order you requested on the above case. If you need any further information, please let me know.Sincerely,Kathryn C[redacted]Nourse Chillicothe Automall
Mr. [redacted] was at our dealership today with his Dakota. We diagnosed his check engine light and it seems that the part we replaced has failed. He has agreed to come in Monday so we can install a new part, and hopefully that takes care of it. If you have any questions, please feel free to contact me.
Ms. [redacted] had her oil changed and tires rotated 6/3/17 @ 57,461 miles. We received an email from her on 8/2/17 indicating that that her oil light had not been reset and a new maintenance sticker was not placed in the windshield. She was also questioning some clips that were missing...
after body work back in 2015. Our BDM immediately reached out to her, offering assistance . Since her salesperson was no longer employed at the dealership, she was put in the hands of our retention manager, Jeff B[redacted]. In addition I reached out to her as well, explaining that Toyota would prefer dealers not put reminder stickers in the windshield, but if a customer asks, we do. I apologized and mailed her a new sticker. Jeff also reached out to her and asked that she swing by anytime and it would take a few minutes to reset and she would be on her way. She reached out again 9/1 and again was apologized to, and offered to come in and we would reset the light and make a new sticker (she stated she did not receive it via mail). We did not hear anything until several days ago when she posted that a Revdex.com case had been opened. We in no way are ignoring her, and have tried multiple times to take care of the maintenance light and give her a sticker. The maintenance was done, and her cost was $67.94. If you need any documents, ie repair order copy, correspondence, maintenance records, etc, please do not hesitate to ask.
Since the vehicle was sold "As Is", the only thing I can offer them at this time is for our Body Shop Manger to look at their 2010 Hyundai Santa Fe's paint issue and give his opinion. If you need any documentation, please feel free to contact me.
After going over the email that Ms. [redacted] sent the Revdex.com from June 2017, Ms. [redacted] replied to a "do not reply" email. We were not aware of an issue with the maintenance light and sticker until she sent a email to our nourse.com address on August 2, 2017. It was immediately addressed by our Business Development Manager, and after a call to her that same day, and a followup call, we were able to speak w/her August 8, 2017. Jeff B[redacted] reached out to her and asked that she swing by anytime and it would only take a few minutes to reset her light and she would be on her way. We heard nothing else from her until 9/1/17, when she gave our business a poor rating.We stand behind the fact that her oil was indeed changed, but the technician forgot to reset her maintenance light. As I explained in our earlier response, Toyota would prefer dealers not put reminder stickers in the windshield because they want the customer to rely on the vehicle to let them know when they need maintenance. After speaking with her today, she refused to bring her vehicle in and has requested a refund of her oil change. At this point, we feel we have done everything correctly and if you need any documents or correspondence from us, please feel free to contact me.
I am rejecting this response because: This vehicle should have never been put up for sale. I have not been able to drive this vehicle since purchasing it. It is at a dodge dealership now, they are replacing the engine. Nourse stated that I brought the truck back to them, on Feb. 8, saying there was a knock in the engine, I actually brought the truck back the following week after it was purchased. They said they would take care of the problem. Next thing I know, it was my responsibility, to have it repaired? When they offered me $2000.00 less than I paid for the vehicle, I could not believe they even said that. I know that I will never get any satisfaction from them, I just hope this helps others from going through this. They are the most dishonest people I have ever tried to deal with. Thanks for your time. [redacted]
Regards,
[redacted]
Mr. [redacted] came into our service department and stated that he had lost a set of keys to his vehicle. There was also a conversation about the possibility they were lost while kayaking . He said that he wanted a new key cut and programmed, and so we cut a...
new key and programmed it. Several days later, he came in and said he had found his key, and it worked in the car including starting the vehicle, which he thought should not happen. We did not reprogram the key, that is a separate service. We only programmed and cut a new key. That is why he was still able to use his key he thought was lost.We apologize for any misunderstanding or lack of communication that transpired between the service advisor and Mr. [redacted].
When we send a vehicle to auction, it stays on our system until it is sold and payment has been received. At the time Mr. [redacted] came in to purchase the vehicle was at the auction and was sold according to the information that was given to us. Almost 2 weeks after Mr. [redacted] purchased the new Rav4 he was called in error by a salesperson stating that the price had been lowered on the used Rav4. It was then discovered that the used Rav4 had not been sold at auction . We agreed to bring the vehicle back from the auction, and we did. He came in and wanted to trade the Rav 4 he had purchased 10 days prior, even for the used Unfortunately, that was not a possibility because the original car deal had been completely processed. Mr. [redacted] would have to finance an additional amount, which he declined to do. If you have any further questions, please feel free to contact me.
I need to add to the response I submitted that the response from the dealership does NOT address the issues with the satellite radio add-on that they paid to have installed does not work correctly and they did not address doing anything to resolve that issue either.
I am rejecting this response because, of course, I asked for a new key because I had lost them. And of course, why would I keep the lock programming the same on the vehicle, when it would be very easy for whomever finds the keys to find it, access my car, and possibly steal it.
I asked for the car to be "reprogrammed". I was verbally assured the old keys would NOT work anymore...when I took the car in that day, and also when I returned to report my keys found. The documentation does not say "reprogramming", but the fact I was given the dealerships word the work I asked for would be done, and it
wasn't...that's their error.
We can go back and forth on this forever. I've never spoken to, or met [redacted]. She's relating the story from a dishonest representative I worked with.
I was told a service would be done for me, and it wasn't. I paid for a service that I would not have otherwise gotten, if I would have know that's what would be done. Fact is, they messed up and will not accept responsibility for their mistake.
Complaint: [redacted]
I am rejecting this response because:This does not address the issue as to why I have not have my text messages or phone calls returned. I still want the contact information to the business' insurance company so that I can file a claim. Also, I made myself very clear that the attempted glue fix on the unit was unacceptable due to the fact that it did not work. The molding was still hanging down 1 inch from the ceiling when I picked the vehicle up from the service department.
They know that they sold this car to us with a major problem because I notified them right away that there was a problem, they took my $6,500 and the salesman Rhett B[redacted] assured me at the time we took possession that we had bought a great car, and as they advertised that this car was in such good condition that we do not have any worries about having problems with it as soon as we bought it, all we are asking is that they either fix the car or trade us out of it for another car worth $6,500 and we would be happy, they did have there mechanic look at our car but they would not pay him for the time he was looking at our car, they made him volunteer his time so he was in a hurry to get it done, all we are asking is that they make it right, it would have been different if we would have had this problem a month down the road but we had problems the same day!! Please help us.This is what the description said on page 4 of the ad online for this car, I also sent the whole ad to you as an attachment so you cold look it over.Description
[redacted]2-OWNER[redacted], CLEAN CARFAX, and LOCAL TRADE. Talk about a deal! Ready to roll! Are you interested in a simply outstanding
car? Then take a look at this superb 2006 Chevrolet Malibu. This Malibu will save you money by keeping you on the road and out of
the mechanic's garage. It scored the top rating in the IIHS frontal offset test. New Car Test Drive said, ...the solid body structure and
supple suspension result in a quiet cabin and comfortable ride yet allow spirited driving. We were impressed with the power... Stop
out to see over 450 Vehicles at Nourse Automall, Ross County's Volume Leader where every used vehicle comes with a
complementary GOLD ASSURED 2 month 2000 mile limited warranty. (Excludes AS-IS units) BUY WITH CONFIDENCE!!!!!
Here is the email I had first sent them. This was after I had left several voice mails and didn’t get any response. I really think they charged me for a oil change and did not change it at all. They also stated in their response back that a window sticker was not their policy but they have always put one on when they changed the oil. I never did request a window sticker I just commented that the maintenance light had not been reset, the window sticker had not been changed and the windshield fluid lid was off and never filled. I also have text messages that was sent to a Jeff B[redacted] in August when after several months I couldn’t get anyone to help me. I will send those also.
After going thru the whole sales process with the salesperson and the sales manager, I can see where all the confusion with the down payment came from. There were several changes of vehicle over the course of the deal, and ultimately, Ms. [redacted] did get the vehicle she really wanted . As...
the deal was being negotiated , there was several different down payment amounts that were discussed on the vehicles. Each were unique to the options of the vehicle, payoff amount, and the payment that she wanted to be at. The final vehicle was exactly what she wanted, and she was willing to pay a little extra on the monthly payment.We purchased the vehicle from another dealer and she came in and signed paperwork, and took delivery of a new 2015 Toyota RAv4 Limited. We have been working with them since that time to help in any way we can. As a goodwill gesture, we extended their Toyota maintenance package on both the vehicles they purchased from us. This includes an additional 20,000 miles on each vehicle, and covers all maintenance up to 50,000 miles. This is a $699.00 value. If she would like the $699.00 in the form of a check instead of the extension of the maintenance packages, that would be fineI do apologize that her total car experience, other than getting the car she wanted, was not a completely wonderful experience. Sincerely,Kathryn C[redacted] Nourse Chillicothe Automall
Due to a clerical error, the mileage was incorrectly stated when the extended warranty was submitted. We have corrected the contract, and Mr. [redacted] has been informed. We are in the process of repairing his vehicle and all is good.
I tried to contact Ms. [redacted] to get some additional information from her. She immediately hung up when I told her who I was. In going thru our sales system, credit was pulled and when that happens, it will pull from each credit bureau (3) so that is why there are 3 inquires. In...
trying to save the customer money, we do shop for the best bank rate. I tried to verify with her the exact banks that she had received letters from, but was unable to get that information. After I have received that information, and am able to verify the banks that we submitted to, I can answer this complaint with correct information. If there is any discrepancies, we will be more than happy to try and correct them.Please let me know if you have any further questions. Thank you.
Ms. [redacted] contacted me stating that her salesman called to ask her when she was going to pay her payoff difference. I did verify that when she came to take delivery it was later in the evening, and we estimated the payoff of her trade as $18,500.00. When the deal went thru our...
office, the exact payoff was able to be obtained, which was $470.16 higher than what was estimated. Nourse paid off Ms. [redacted]'s loan completely, which left her owing us the additional amount. The payoff, if lower than estimated, would have been refunded to the customer, but in this case the opposite happened.The [redacted]'s are valued customers, and we apologize for the inconvenience this has caused them .
When we do a Xzilon treatment, regardless of the age of the vehicle, we do a complete detail before applying. It still holds the same warranty as if it had been done at delivery or shortly after. I spoke with Ms. Walburn about this, and also apologized that she has not had a response...
from our dealership concerning the Xzilon application appointment. We have agreed to refund the amount that she was charged for the Xzilon treatment. The purchase price was 699.00 on the signed buyers order, not 800.00. She did purchase GAP Insurance for a premium of 800.00, which I assume that she just looked at the wrong amount.Since she has a lien on the vehicle, and the Xzilon was included in the financed price, the refund must go directly to the lender. This will not change her monthly payment amount, but will decrease her payoff on the vehicle. We apologize that there was such a delay in scheduling the treatment. Perhaps some of that was due to the salesperson transferring to one of our satellite stores shortly after delivery. If you need a copy of the buyers order, I would be happy to sent that to you. It will take 2-3 weeks for the check to be processed, and if she has any questions she is more than welcome to contact me directly.SincerelyKathryn C[redacted]Nourse Chillicothe Automall###-###-####
We understand Ms. [redacted] situation, and have tried to assist her. Her salesperson is no longer with Nourse, and we have found nothing in writing that states what she was promised. As a goodwill gesture, we have her scheduled for the second remote to be programmed as well as a new...
key. The appointment is Monday, December 19th @ 9:00 am. I have spoken with her, and she indicated that this would be a satisfactory resolution.