Revdex.com: To whom it may concerni will be delighted to share with you all the paper work that I have obtained stating that this vehicle was unsafe and should have not been soldi will love to bring it in to you at your earliest conveniencei don't think the repairs that's need has anything to do with the mileage on the car that's not what my concern is my concern is I was sold a car that needed some work that may have been overlooked but I was told by the adjuster that this was a problem before I purchased the vehicle due to the rust and the missing bolt on the car along with Bill Kay [redacted] I have reviewed the response made by the business in reference to complaint ID 11664919, and find that this resolution is satisfactory to me Sincerely, Latasha [redacted]
To Whom it may Concern:I responded to this customer's review yesterdayWe are sorry he is dissatisfied with our service or anything elseFirst of all, Mr [redacted] did not respond to his e mail immediately because he was on vacationSecondly, all we were provided was an e mailed picture of where the missing part was with no descriptionThe picture indicated that the part which we do not even know what it is must have been there because it showed residue of whatever material that secured itWe have never been provided the opportunity to examine the cause of this which is a requirement of our manufactuer for any warranty claim along with other proceduresHad the customer returned to our dealership with the vehicle, this could easily have been taken care of but we have no choice but to follow the policies and procedures our manufacturer sets forth which is what I am sure the other dealer didIt is impossible to satisfy a customer when we are not given the opportunity to do soAgain, we apologize for this incident but the solution was beyond our control
Complaint: [redacted] I am rejecting this response because:First of all, the business says that the service manager, Rick, did not reply because he was on vacationI believe that is a lie because he did reply to me....just a day later Secondly, Bill Kay Nissan is saying all that I emailed was a picture of the missing part and no description That is also a lie as I have copies of the email correspondence to both the sales person and the service manager, [redacted] I even forwarded all email correspondence to the general manager and didn't even get a response from him Bill Kay Nissan's response also says they were never provided the opportunity to examine the cause to file a warranty claim That is also a lie The service manager did reply to me, but he says that he couldn't file a warranty claim without the missing part mailed to him Does that make any sense to you? How can I mail back a missing part when it is missing????? Bill Kay Nissan also states that it is impossible to satisfy a customer when they were not given an opportunity That is a big lie as well I gave them all opportunity to reply back to me or even call me and ask me to come in Did they????? No, they just flat out said it was not covered (when I just bought the vehicle months ago brand new) and then said, ok, they will cover it under warranty if I mailed the part back Well again, how can I mail a piece back that is missing? Never did they ask me to come in and they would assist.So I went to the Thomas Nissan dealership in Joliet and they did NOT ask any questions whatsoever Just ordered the part and replaced free of charge! Now that is great service They replied to me and took care of the issue in one request Sincerely, Kenneth Wong
To Whom it May Concern:Please be advised that this account was paid to [redacted] on7/13/on our check number [redacted] and sent via regular mail which is our common practiceFor whatever reason, the check was either delayed in the mail or mishandled by [redacted] and was not processedWhen the customer notified us that he had been contacted by [redacted] informing him that the loan had not been paid, we immediately issued a replacement check, number and sent it overnight to ***At that time we placed a stop payment on the original check as a precaution which is a common business practiceThat check was processed to the accountIt is also very odd because [redacted] will normally not fund a new loan until the old one is paidSomewhere during this timeframe the original check showed up and was also processed so it was subsequently returned for stop paymentAt this point, the loan should be satisfied and we will verify that today.We are extremely sorry for the confusion but I hope the information provided her will show that this was out of our control and we acted extremely expediently to rectify it once we were made aware of itShould you have any other questions or need any documentation, please do not hesitate to contact me.Sincerely;Lee [redacted] Executive Manager
To Whom it may Concern:It is very difficult to comment on a conversation that I was not part of, however the possibility exists that there was some type of miscommunication or lack of the salesperson's ability to completely understand the customers requestFrank was a very experienced salesperson so the entire situation is difficult to understand.In any event, we have researched the situation and our new car manager, Nick Z(He has worked here for years) was able to offer a viable solution for which we also offered to cover the cost of the item and the installationThere is however an annual subscription charge of $which the customer refuses to payHad the vehicle been equipped as the customer preferred, the subscription fee from Nissan would be $per month or $annually.Again, we believe this is a very fair offer to rectify the situationOur employees and Nissan North America have tried to explain this but the customer refuses to listen and hangs up the phoneThe customer visited us on Saturday and the only conversation regarding a lawyer came from themWe have been more than willing to discuss this with them.Sincerely; Lee A [redacted] Executive ManagerBill Kay Nissan
Initial Business Response / [redacted] (1000, 5, 2015/04/06) */ Dear Ms***: Given that this compaintant did not elaborate we investigated the basis of his complaint from the invoice number providedWe have detailed notes regarding this alleged instance so we will be happy to provide the details as they actually occurred even though a serious allegation has been made here without the presentation of any facts On March 15,2015, the vehicle was brought into our service departmentA repair order was preparedLine A of the repair order says "Customer states has noise from engine area"Line B requested an oil and filter changeSubsequent lines call for a free battery test and quick alignment check as well as performance of a complimentary multi point inspection.Several reccomendations were made as to the condition of some of the inspected items which the customer declined Based on feedback we received on a manufacturer survey, we beleive the customer's major concern is the reccomendation made referring to Line A of the repair order, noise from the engine areaUpon inspection by our factory trained journeyman union technician, who incidentally has been employed here for over years, the following was noted in writing by him: "Loud knocking noise when "COLD", dims down when warmed up due to heat expansionFound noise coming from center piston rodsSlight noise from belt tensioner and wide belt deflection exceeding spec causing loose belt.Head gasket and front cover have minor oil leaks"The technician reccomended a short block, belt tensioner and serpentine beltThis is the Nissan reccomended repair for this conditionIt should also be noted that this is not an uncommon condition for this model with 73,milesUnfortunately that makes the vehicle ineligible for any warranty coverage The service advisor conveyed the reccomended repairs which of course the customer declined and the advisor even told him that he did not want to sell him just the tensioner and belt because he would still get the knock in colder conditions Again, this is not an uncommon conditionWe are sorry that we had to deliver this news to the customer but is was done because we are an honest, reputable and well qualified dealer as evidenced by our A+ rating with the Revdex.com as well as the extensive sales and service history this customer has had with us since at least We are very sorry that he now feels we have tried to take advantage of him but based on the history of this model vehicle and the qualifications of our technician, we must stand behind our diagnosisWith the facts now presented, I hope you close this file with the confidence that no "scam" has taken place Sincerely: [redacted] Executive Manager Bill Kay Nissan
Initial Business Response /* (1000, 5, 2015/04/06) */
Dear Ms***:
Given that this compaintant did not elaborate we investigated the basis of his complaint from the invoice number providedWe have detailed notes regarding this alleged instance so we will be happy to provide the details as they
actually occurred even though a serious allegation has been made here without the presentation of any facts
On March 15,2015, the vehicle was brought into our service departmentA repair order was preparedLine A of the repair order says "Customer states has noise from engine area"Line B requested an oil and filter changeSubsequent lines call for a free battery test and quick alignment check as well as performance of a complimentary multi point inspection.Several reccomendations were made as to the condition of some of the inspected items which the customer declined
Based on feedback we received on a manufacturer survey, we beleive the customer's major concern is the reccomendation made referring to Line A of the repair order, noise from the engine areaUpon inspection by our factory trained journeyman union technician, who incidentally has been employed here for over years, the following was noted in writing by him: "Loud knocking noise when "COLD", dims down when warmed up due to heat expansionFound noise coming from center piston rodsSlight noise from belt tensioner and wide belt deflection exceeding spec causing loose belt.Head gasket and front cover have minor oil leaks"The technician reccomended a short block, belt tensioner and serpentine beltThis is the Nissan reccomended repair for this conditionIt should also be noted that this is not an uncommon condition for this model with 73,milesUnfortunately that makes the vehicle ineligible for any warranty coverage
The service advisor conveyed the reccomended repairs which of course the customer declined and the advisor even told him that he did not want to sell him just the tensioner and belt because he would still get the knock in colder conditions
Again, this is not an uncommon conditionWe are sorry that we had to deliver this news to the customer but is was done because we are an honest, reputable and well qualified dealer as evidenced by our A+ rating with the Revdex.com as well as the extensive sales and service history this customer has had with us since at least We are very sorry that he now feels we have tried to take advantage of him but based on the history of this model vehicle and the qualifications of our technician, we must stand behind our diagnosisWith the facts now presented, I hope you close this file with the confidence that no "scam" has taken place
Sincerely:
*** ***
Executive Manager
Bill Kay Nissan
To Whom it May Concern:Ms*** purchased this vehicle on March 12th, over and one half months ago with over 85,miles on the odometer on an "AS IS" basis. If there were any safety concerns with the vehicle they would have been evident prior to now, yet no complaintWe believe she was
told about this condition by another dealer, possibly in an attempt to sell her another car.We are not in the practice of selling unsafe cars and the information provided to me by my management staff is that the entire vehicle history was reviewed with her at the time of purchase and she knew exactly what she was buyingWe have no knowledge of how much this car has been driven in the lengthy amount of time since the purchase or under what conditionsIf she encountered a problem in that time frame, that would be as no one can predict what or when something will go wrong with a car, especially one of that age and mileage.We will be happy to work with Ms*** towards a possible trade in but we will need to know what these alleged conditions are as she has not provided any specific information hereAs you know, we are a Revdex.com Accredited Business with an A+ rating so it should be clear that we will work to resolve any reasonable complaintIf you have any additional information about this case, we will be glad to review it.Sincerely;Lee A***, Executive Manager
To Whom it may Concern:In approximately August of this customer brought the vehicle in for a diagnoses of a noiseThis vehicle was no longer under any factory warranty and has nearly 90,miles at this pointGiven that we have to pay a technician to diagnose a problem, it is standard policy
to charge the customer for that time and if the customer chooses to have us complete the repair, we will credit that diagnosis fee back to the customer.It was determined that the vehicle needed a new transmissionThe customer complained to the Consumer Affairs Department at Nissan North America and was able to get Nissan to participate in the cost of the transmission on a "goodwill" basis and the replacement was completedWhen the customer returned last week complaining of a noise, the same policies appliedThe technician did hear the noise but said until he got into it he could not determine what the cause wasAgain, he would need to be paid for his timeThe customer does have some sort of aftermarket extended warranty but refused to supply us any information and told *** she would not pay the diagnostic feeAt this point she was told by *** that he did not feel comfortable working on her car if we weren't going to be paid to do so.The customer again contacted consumer affairs who suggested she take it to another dealer which we have been advised she will doWe are very sorry about this but the fact remains that no business can work for freeShould you have any other questions or feedback, please do not hesitate to contact us.Sincerely;*** A***Bill Kay's Downers Grove Nissan
To Whom it May Concern:Please be advised that this account was paid to *** on7/13/on our check number *** and sent via regular mail which is our common practiceFor whatever reason, the check was either delayed in the mail or mishandled by *** and was not processedWhen the customer
notified us that he had been contacted by *** informing him that the loan had not been paid, we immediately issued a replacement check, number and sent it overnight to ***At that time we placed a stop payment on the original check as a precaution which is a common business practiceThat check was processed to the accountIt is also very odd because *** will normally not fund a new loan until the old one is paidSomewhere during this timeframe the original check showed up and was also processed so it was subsequently returned for stop paymentAt this point, the loan should be satisfied and we will verify that today.We are extremely sorry for the confusion but I hope the information provided her will show that this was out of our control and we acted extremely expediently to rectify it once we were made aware of itShould you have any other questions or need any documentation, please do not hesitate to contact me.Sincerely;Lee ***Executive Manager
To Whom it May Concern:Again, we have not been provided with any specifics as to why this vehicle is deemed unsafePlease provide complete details of any necessary repairs and we will look further into the matterWe would also like to see the current mileage on the vehicle as the time frame between the purchase and this complaint is quite lengthy.Lee A***, Executive Manager
Initial Business Response /* (1000, 5, 2015/01/26) */
Dear Ms***:
First of all, I would like to offer our sincere apology for the issue Ms*** experiencedIt should be noted that the cause of the issue was a faulty oil filter supplied to us by Nissan North AmericaAll
genuine Nissan replacement parts are warranted by Nissan for months or 12,miles, whichever comes firstUnfortunately, the failure of the part occurred after the vehicle left our facility and it is my understanding that the impending failure could not be detected at the time the service was completedI can assure you that because we do hundreds of oil changes per month that this was an isolated incident and was not a situation the technician overlookedWe have forwarded a copy of this complaint to Nissan North America so in the event of any future problems, this will be documented
As for the manner in which Ms*** felt she was treated, I again offer our apologiesHer description of the events that took place are certainly not the way we want to be perceivedWe strive to take all of our customer's business seriously and treat them as they would expectObviously, I will address this incident with all involved
As was previously agreed, the next oil change will be on us but further, I will issue a store credit for $for any additional services that need to be performed at any timeAlso, at the time of the next visit, please have the customer feel free to contact me personally and I will be glad to oversee the entire transaction to insure that all expectations are met
Sincerely;
*** ***
V.P& Executive Manager
Bill Kay Nissan
Initial Business Response /* (1000, 5, 2015/08/06) */
To Whom it may Concern:
We are very sorry for the delay in getting this refund processedWe have now received the money from Nissan and a check has been preparedIt will be mailed to the customer today, 8/6/We also hope that the customer
is willing to acceot our apologyfor a variety of reasons this was not handled in an efficient mannerthose issues will be dealt with and this should never happen again
To Whom it may Concern:I responded to this customer's review yesterdayWe are sorry he is dissatisfied with our service or anything elseFirst of all, Mr*** did not respond to his e mail immediately because he was on vacationSecondly, all we were provided was an e mailed picture of
where the missing part was with no descriptionThe picture indicated that the part which we do not even know what it is must have been there because it showed residue of whatever material that secured itWe have never been provided the opportunity to examine the cause of this which is a requirement of our manufactuer for any warranty claim along with other proceduresHad the customer returned to our dealership with the vehicle, this could easily have been taken care of but we have no choice but to follow the policies and procedures our manufacturer sets forth which is what I am sure the other dealer didIt is impossible to satisfy a customer when we are not given the opportunity to do soAgain, we apologize for this incident but the solution was beyond our control
Complaint: ***
I am rejecting this response because:First of all, the business says that the service manager, Rick, did not reply because he was on vacationI believe that is a lie because he did reply to me....just a day later Secondly, Bill Kay Nissan is saying all that I emailed was a picture of the missing part and no description That is also a lie as I have copies of the email correspondence to both the sales person and the service manager, *** *** I even forwarded all email correspondence to the general manager and didn't even get a response from him Bill Kay Nissan's response also says they were never provided the opportunity to examine the cause to file a warranty claim That is also a lie The service manager did reply to me, but he says that he couldn't file a warranty claim without the missing part mailed to him Does that make any sense to you? How can I mail back a missing part when it is missing????? Bill Kay Nissan also states that it is impossible to satisfy a customer when they were not given an opportunity That is a big lie as well I gave them all opportunity to reply back to me or even call me and ask me to come in Did they????? No, they just flat out said it was not covered (when I just bought the vehicle months ago brand new) and then said, ok, they will cover it under warranty if I mailed the part back Well again, how can I mail a piece back that is missing? Never did they ask me to come in and they would assist.So I went to the Thomas Nissan dealership in Joliet and they did NOT ask any questions whatsoever Just ordered the part and replaced free of charge! Now that is great service They replied to me and took care of the issue in one request
Sincerely,
Kenneth Wong
Revdex.com: To whom it may concerni will be delighted to share with you all the paper work that I have obtained stating that this vehicle was unsafe and should have not been soldi will love to bring it in to you at your earliest conveniencei don't think the repairs that's need has anything to do with the mileage on the car that's not what my concern is my concern is I was sold a car that needed some work that may have been overlooked but I was told by the adjuster that this was a problem before I purchased the vehicle due to the rust and the missing bolt on the car along with Bill Kay ***
I have reviewed the response made by the business in reference to complaint ID 11664919, and find that this resolution is satisfactory to me
Sincerely,
Latasha ***
Initial Business Response /* (1000, 9, 2015/03/24) */
Ms***:
I did in fact respond to this complaint on the day it was receivedI apologize that you did not receive itI will repeat our response to you
After discussing this issue with all of our employees involved and in examining the
damage to the vehicle, we were able to determine that the damage to the vehicle is completely inconsistent with any kind of damage our car wash machine could have causedOur manager even took the customer back to the machine to demonstrate this to himOur machine is a state of the art top of the line machine and we have never encountered any damage of this type to any vehiclesIt should also be noted that we have a long standing policy that in the event any employee causes any damage to a vehicle, it should be reported immediately and no punitive action would be taken
I have been advised that the severity of this damage is not to the extent that it would diminish the value of the vehicleContrary to the customer's comments that we have not taken this issue seriously, we take all customer issues seriously as is evidenced by our A+ rating with the Revdex.com but there is simply no evidence here to support his claimIn the event he would like to have this damage repaired, we would certainly be willing to offer a steeply discounted rate for the service
Should you need any other information or would like to discuss the matter further, please do not hesitate to contact me
Sincerely;
*** ***
Executive Manager
Bill Kay Nissan
Initial Consumer Rebuttal /* (3000, 11, 2015/03/25) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I never said the washi macine was the cause of damage, I parked the car in the customer parking area and I told the manager that damage might happen when the car was driven to the wash machine then out of the wash machine to the customer parking area again
I requested to view the surveilance cctv cameras and one of the managers confirms they have those cameras but the other manager said noAnd after a long argument he said they have cameras but to the other side of parking lotThis what makes me uncertain if they are telling the truth or they dont want me to see what really happened
I also showed the manager some signs on the paint which I removed with swiping my fingers the same area, if it was an old damage then there will not be any removable signs after wash and only by swiping finger over that
Final Business Response /* (4000, 17, 2015/04/13) */
Dear Ms***:
I apologize for the delay in responding but I was out of the office last weekAs promised, we re-evaluated the minor damage to the vehicleWe are anxious to have this matter resolved so as a goodwill gesture with no admission that this damage was caused by us, we will agree to have the vehicle repaired for himObviously, we will require a release from him in order to do this
As for his claim of decreased value of the vehicle, this is hardly a valid claim in that the damage sustained can be categorized as minor cosmetic damageIt is in no way major collision damage which we agree could diminish the vehicle value to some extentAs I am sure you are aware, Illinois law even provides that damage to a brand new vehicle must exceed 6% of the original M.S.R.P of the vehicle to require any type of disclosureThis case is not even close to that type of situation and we beleive this is a very fair resolution
The customer can contact Mr*** at XXX-XXX-XXXX *** to set an appointment to repair the vehicle
Thank you for your assistance with this file
Sincerely;
*** ***
Executive Manager
Bill Kay Nissan
Final Consumer Response /* (4200, 19, 2015/04/16) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I never expected this answer from a professional company like Bill Kay, wether it is a minor damage or a major damage but this will cause to repaint the door and this what will diminish the vehicle value
Bill Kay still claiming that damage wasn't caused by them, my answer to that again and again: show me the footage and prove it then I would cancel the whole complain
it is not only a car repair which will satisfy a customer who wanted to wash his car and then find his car has damage (wether it is minor or major)and if they are talking about Illinois law and about the 6% MSRP of the vehicle value this is a point against Bill Kay and I kept saying from the beginning that my vehicle value decreased by at least $when the 6% is $
moreover Bill Kay themselves will never accept to purchase or trade in a car with any kind of accidents or previously painted car, I got this message when I was looking for a used car when the sales person confirmed that no used car in their inventory was involved in any kind of body repair or paint
To Whom it may Concern:It is very difficult to comment on a conversation that I was not part of, however the possibility exists that there was some type of miscommunication or lack of the salesperson's ability to completely understand the customers requestFrank was a very experienced salesperson
so the entire situation is difficult to understand.In any event, we have researched the situation and our new car manager, Nick Z(He has worked here for years) was able to offer a viable solution for which we also offered to cover the cost of the item and the installationThere is however an annual subscription charge of $which the customer refuses to payHad the vehicle been equipped as the customer preferred, the subscription fee from Nissan would be $per month or $annually.Again, we believe this is a very fair offer to rectify the situationOur employees and Nissan North America have tried to explain this but the customer refuses to listen and hangs up the phoneThe customer visited us on Saturday and the only conversation regarding a lawyer came from themWe have been more than willing to discuss this with them.Sincerely; Lee A***Executive ManagerBill Kay Nissan
Revdex.com: To whom it may concerni will be delighted to share with you all the paper work that I have obtained stating that this vehicle was unsafe and should have not been soldi will love to bring it in to you at your earliest conveniencei don't think the repairs that's need has anything to do with the mileage on the car that's not what my concern is my concern is I was sold a car that needed some work that may have been overlooked but I was told by the adjuster that this was a problem before I purchased the vehicle due to the rust and the missing bolt on the car along with Bill Kay [redacted] I have reviewed the response made by the business in reference to complaint ID 11664919, and find that this resolution is satisfactory to me Sincerely, Latasha [redacted]
To Whom it may Concern:I responded to this customer's review yesterdayWe are sorry he is dissatisfied with our service or anything elseFirst of all, Mr [redacted] did not respond to his e mail immediately because he was on vacationSecondly, all we were provided was an e mailed picture of where the missing part was with no descriptionThe picture indicated that the part which we do not even know what it is must have been there because it showed residue of whatever material that secured itWe have never been provided the opportunity to examine the cause of this which is a requirement of our manufactuer for any warranty claim along with other proceduresHad the customer returned to our dealership with the vehicle, this could easily have been taken care of but we have no choice but to follow the policies and procedures our manufacturer sets forth which is what I am sure the other dealer didIt is impossible to satisfy a customer when we are not given the opportunity to do soAgain, we apologize for this incident but the solution was beyond our control
Complaint: [redacted] I am rejecting this response because:First of all, the business says that the service manager, Rick, did not reply because he was on vacationI believe that is a lie because he did reply to me....just a day later Secondly, Bill Kay Nissan is saying all that I emailed was a picture of the missing part and no description That is also a lie as I have copies of the email correspondence to both the sales person and the service manager, [redacted] I even forwarded all email correspondence to the general manager and didn't even get a response from him Bill Kay Nissan's response also says they were never provided the opportunity to examine the cause to file a warranty claim That is also a lie The service manager did reply to me, but he says that he couldn't file a warranty claim without the missing part mailed to him Does that make any sense to you? How can I mail back a missing part when it is missing????? Bill Kay Nissan also states that it is impossible to satisfy a customer when they were not given an opportunity That is a big lie as well I gave them all opportunity to reply back to me or even call me and ask me to come in Did they????? No, they just flat out said it was not covered (when I just bought the vehicle months ago brand new) and then said, ok, they will cover it under warranty if I mailed the part back Well again, how can I mail a piece back that is missing? Never did they ask me to come in and they would assist.So I went to the Thomas Nissan dealership in Joliet and they did NOT ask any questions whatsoever Just ordered the part and replaced free of charge! Now that is great service They replied to me and took care of the issue in one request Sincerely, Kenneth Wong
To Whom it May Concern:Please be advised that this account was paid to [redacted] on7/13/on our check number [redacted] and sent via regular mail which is our common practiceFor whatever reason, the check was either delayed in the mail or mishandled by [redacted] and was not processedWhen the customer notified us that he had been contacted by [redacted] informing him that the loan had not been paid, we immediately issued a replacement check, number and sent it overnight to ***At that time we placed a stop payment on the original check as a precaution which is a common business practiceThat check was processed to the accountIt is also very odd because [redacted] will normally not fund a new loan until the old one is paidSomewhere during this timeframe the original check showed up and was also processed so it was subsequently returned for stop paymentAt this point, the loan should be satisfied and we will verify that today.We are extremely sorry for the confusion but I hope the information provided her will show that this was out of our control and we acted extremely expediently to rectify it once we were made aware of itShould you have any other questions or need any documentation, please do not hesitate to contact me.Sincerely;Lee [redacted] Executive Manager
To Whom it may Concern:It is very difficult to comment on a conversation that I was not part of, however the possibility exists that there was some type of miscommunication or lack of the salesperson's ability to completely understand the customers requestFrank was a very experienced salesperson so the entire situation is difficult to understand.In any event, we have researched the situation and our new car manager, Nick Z(He has worked here for years) was able to offer a viable solution for which we also offered to cover the cost of the item and the installationThere is however an annual subscription charge of $which the customer refuses to payHad the vehicle been equipped as the customer preferred, the subscription fee from Nissan would be $per month or $annually.Again, we believe this is a very fair offer to rectify the situationOur employees and Nissan North America have tried to explain this but the customer refuses to listen and hangs up the phoneThe customer visited us on Saturday and the only conversation regarding a lawyer came from themWe have been more than willing to discuss this with them.Sincerely; Lee A [redacted] Executive ManagerBill Kay Nissan
Initial Business Response / [redacted] (1000, 5, 2015/04/06) */ Dear Ms***: Given that this compaintant did not elaborate we investigated the basis of his complaint from the invoice number providedWe have detailed notes regarding this alleged instance so we will be happy to provide the details as they actually occurred even though a serious allegation has been made here without the presentation of any facts On March 15,2015, the vehicle was brought into our service departmentA repair order was preparedLine A of the repair order says "Customer states has noise from engine area"Line B requested an oil and filter changeSubsequent lines call for a free battery test and quick alignment check as well as performance of a complimentary multi point inspection.Several reccomendations were made as to the condition of some of the inspected items which the customer declined Based on feedback we received on a manufacturer survey, we beleive the customer's major concern is the reccomendation made referring to Line A of the repair order, noise from the engine areaUpon inspection by our factory trained journeyman union technician, who incidentally has been employed here for over years, the following was noted in writing by him: "Loud knocking noise when "COLD", dims down when warmed up due to heat expansionFound noise coming from center piston rodsSlight noise from belt tensioner and wide belt deflection exceeding spec causing loose belt.Head gasket and front cover have minor oil leaks"The technician reccomended a short block, belt tensioner and serpentine beltThis is the Nissan reccomended repair for this conditionIt should also be noted that this is not an uncommon condition for this model with 73,milesUnfortunately that makes the vehicle ineligible for any warranty coverage The service advisor conveyed the reccomended repairs which of course the customer declined and the advisor even told him that he did not want to sell him just the tensioner and belt because he would still get the knock in colder conditions Again, this is not an uncommon conditionWe are sorry that we had to deliver this news to the customer but is was done because we are an honest, reputable and well qualified dealer as evidenced by our A+ rating with the Revdex.com as well as the extensive sales and service history this customer has had with us since at least We are very sorry that he now feels we have tried to take advantage of him but based on the history of this model vehicle and the qualifications of our technician, we must stand behind our diagnosisWith the facts now presented, I hope you close this file with the confidence that no "scam" has taken place Sincerely: [redacted] Executive Manager Bill Kay Nissan
Initial Business Response /* (1000, 5, 2015/04/06) */
Dear Ms***:
Given that this compaintant did not elaborate we investigated the basis of his complaint from the invoice number providedWe have detailed notes regarding this alleged instance so we will be happy to provide the details as they
actually occurred even though a serious allegation has been made here without the presentation of any facts
On March 15,2015, the vehicle was brought into our service departmentA repair order was preparedLine A of the repair order says "Customer states has noise from engine area"Line B requested an oil and filter changeSubsequent lines call for a free battery test and quick alignment check as well as performance of a complimentary multi point inspection.Several reccomendations were made as to the condition of some of the inspected items which the customer declined
Based on feedback we received on a manufacturer survey, we beleive the customer's major concern is the reccomendation made referring to Line A of the repair order, noise from the engine areaUpon inspection by our factory trained journeyman union technician, who incidentally has been employed here for over years, the following was noted in writing by him: "Loud knocking noise when "COLD", dims down when warmed up due to heat expansionFound noise coming from center piston rodsSlight noise from belt tensioner and wide belt deflection exceeding spec causing loose belt.Head gasket and front cover have minor oil leaks"The technician reccomended a short block, belt tensioner and serpentine beltThis is the Nissan reccomended repair for this conditionIt should also be noted that this is not an uncommon condition for this model with 73,milesUnfortunately that makes the vehicle ineligible for any warranty coverage
The service advisor conveyed the reccomended repairs which of course the customer declined and the advisor even told him that he did not want to sell him just the tensioner and belt because he would still get the knock in colder conditions
Again, this is not an uncommon conditionWe are sorry that we had to deliver this news to the customer but is was done because we are an honest, reputable and well qualified dealer as evidenced by our A+ rating with the Revdex.com as well as the extensive sales and service history this customer has had with us since at least We are very sorry that he now feels we have tried to take advantage of him but based on the history of this model vehicle and the qualifications of our technician, we must stand behind our diagnosisWith the facts now presented, I hope you close this file with the confidence that no "scam" has taken place
Sincerely:
*** ***
Executive Manager
Bill Kay Nissan
To Whom it May Concern:Ms*** purchased this vehicle on March 12th, over and one half months ago with over 85,miles on the odometer on an "AS IS" basis. If there were any safety concerns with the vehicle they would have been evident prior to now, yet no complaintWe believe she was
told about this condition by another dealer, possibly in an attempt to sell her another car.We are not in the practice of selling unsafe cars and the information provided to me by my management staff is that the entire vehicle history was reviewed with her at the time of purchase and she knew exactly what she was buyingWe have no knowledge of how much this car has been driven in the lengthy amount of time since the purchase or under what conditionsIf she encountered a problem in that time frame, that would be as no one can predict what or when something will go wrong with a car, especially one of that age and mileage.We will be happy to work with Ms*** towards a possible trade in but we will need to know what these alleged conditions are as she has not provided any specific information hereAs you know, we are a Revdex.com Accredited Business with an A+ rating so it should be clear that we will work to resolve any reasonable complaintIf you have any additional information about this case, we will be glad to review it.Sincerely;Lee A***, Executive Manager
To Whom it may Concern:In approximately August of this customer brought the vehicle in for a diagnoses of a noiseThis vehicle was no longer under any factory warranty and has nearly 90,miles at this pointGiven that we have to pay a technician to diagnose a problem, it is standard policy
to charge the customer for that time and if the customer chooses to have us complete the repair, we will credit that diagnosis fee back to the customer.It was determined that the vehicle needed a new transmissionThe customer complained to the Consumer Affairs Department at Nissan North America and was able to get Nissan to participate in the cost of the transmission on a "goodwill" basis and the replacement was completedWhen the customer returned last week complaining of a noise, the same policies appliedThe technician did hear the noise but said until he got into it he could not determine what the cause wasAgain, he would need to be paid for his timeThe customer does have some sort of aftermarket extended warranty but refused to supply us any information and told *** she would not pay the diagnostic feeAt this point she was told by *** that he did not feel comfortable working on her car if we weren't going to be paid to do so.The customer again contacted consumer affairs who suggested she take it to another dealer which we have been advised she will doWe are very sorry about this but the fact remains that no business can work for freeShould you have any other questions or feedback, please do not hesitate to contact us.Sincerely;*** A***Bill Kay's Downers Grove Nissan
To Whom it May Concern:Please be advised that this account was paid to *** on7/13/on our check number *** and sent via regular mail which is our common practiceFor whatever reason, the check was either delayed in the mail or mishandled by *** and was not processedWhen the customer
notified us that he had been contacted by *** informing him that the loan had not been paid, we immediately issued a replacement check, number and sent it overnight to ***At that time we placed a stop payment on the original check as a precaution which is a common business practiceThat check was processed to the accountIt is also very odd because *** will normally not fund a new loan until the old one is paidSomewhere during this timeframe the original check showed up and was also processed so it was subsequently returned for stop paymentAt this point, the loan should be satisfied and we will verify that today.We are extremely sorry for the confusion but I hope the information provided her will show that this was out of our control and we acted extremely expediently to rectify it once we were made aware of itShould you have any other questions or need any documentation, please do not hesitate to contact me.Sincerely;Lee ***Executive Manager
To Whom it May Concern:Again, we have not been provided with any specifics as to why this vehicle is deemed unsafePlease provide complete details of any necessary repairs and we will look further into the matterWe would also like to see the current mileage on the vehicle as the time frame between the purchase and this complaint is quite lengthy.Lee A***, Executive Manager
Initial Business Response /* (1000, 5, 2015/01/26) */
Dear Ms***:
First of all, I would like to offer our sincere apology for the issue Ms*** experiencedIt should be noted that the cause of the issue was a faulty oil filter supplied to us by Nissan North AmericaAll
genuine Nissan replacement parts are warranted by Nissan for months or 12,miles, whichever comes firstUnfortunately, the failure of the part occurred after the vehicle left our facility and it is my understanding that the impending failure could not be detected at the time the service was completedI can assure you that because we do hundreds of oil changes per month that this was an isolated incident and was not a situation the technician overlookedWe have forwarded a copy of this complaint to Nissan North America so in the event of any future problems, this will be documented
As for the manner in which Ms*** felt she was treated, I again offer our apologiesHer description of the events that took place are certainly not the way we want to be perceivedWe strive to take all of our customer's business seriously and treat them as they would expectObviously, I will address this incident with all involved
As was previously agreed, the next oil change will be on us but further, I will issue a store credit for $for any additional services that need to be performed at any timeAlso, at the time of the next visit, please have the customer feel free to contact me personally and I will be glad to oversee the entire transaction to insure that all expectations are met
Sincerely;
*** ***
V.P& Executive Manager
Bill Kay Nissan
Initial Business Response /* (1000, 5, 2015/08/06) */
To Whom it may Concern:
We are very sorry for the delay in getting this refund processedWe have now received the money from Nissan and a check has been preparedIt will be mailed to the customer today, 8/6/We also hope that the customer
is willing to acceot our apologyfor a variety of reasons this was not handled in an efficient mannerthose issues will be dealt with and this should never happen again
To Whom it may Concern:I responded to this customer's review yesterdayWe are sorry he is dissatisfied with our service or anything elseFirst of all, Mr*** did not respond to his e mail immediately because he was on vacationSecondly, all we were provided was an e mailed picture of
where the missing part was with no descriptionThe picture indicated that the part which we do not even know what it is must have been there because it showed residue of whatever material that secured itWe have never been provided the opportunity to examine the cause of this which is a requirement of our manufactuer for any warranty claim along with other proceduresHad the customer returned to our dealership with the vehicle, this could easily have been taken care of but we have no choice but to follow the policies and procedures our manufacturer sets forth which is what I am sure the other dealer didIt is impossible to satisfy a customer when we are not given the opportunity to do soAgain, we apologize for this incident but the solution was beyond our control
Complaint: ***
I am rejecting this response because:First of all, the business says that the service manager, Rick, did not reply because he was on vacationI believe that is a lie because he did reply to me....just a day later Secondly, Bill Kay Nissan is saying all that I emailed was a picture of the missing part and no description That is also a lie as I have copies of the email correspondence to both the sales person and the service manager, *** *** I even forwarded all email correspondence to the general manager and didn't even get a response from him Bill Kay Nissan's response also says they were never provided the opportunity to examine the cause to file a warranty claim That is also a lie The service manager did reply to me, but he says that he couldn't file a warranty claim without the missing part mailed to him Does that make any sense to you? How can I mail back a missing part when it is missing????? Bill Kay Nissan also states that it is impossible to satisfy a customer when they were not given an opportunity That is a big lie as well I gave them all opportunity to reply back to me or even call me and ask me to come in Did they????? No, they just flat out said it was not covered (when I just bought the vehicle months ago brand new) and then said, ok, they will cover it under warranty if I mailed the part back Well again, how can I mail a piece back that is missing? Never did they ask me to come in and they would assist.So I went to the Thomas Nissan dealership in Joliet and they did NOT ask any questions whatsoever Just ordered the part and replaced free of charge! Now that is great service They replied to me and took care of the issue in one request
Sincerely,
Kenneth Wong
Revdex.com: To whom it may concerni will be delighted to share with you all the paper work that I have obtained stating that this vehicle was unsafe and should have not been soldi will love to bring it in to you at your earliest conveniencei don't think the repairs that's need has anything to do with the mileage on the car that's not what my concern is my concern is I was sold a car that needed some work that may have been overlooked but I was told by the adjuster that this was a problem before I purchased the vehicle due to the rust and the missing bolt on the car along with Bill Kay ***
I have reviewed the response made by the business in reference to complaint ID 11664919, and find that this resolution is satisfactory to me
Sincerely,
Latasha ***
Initial Business Response /* (1000, 9, 2015/03/24) */
Ms***:
I did in fact respond to this complaint on the day it was receivedI apologize that you did not receive itI will repeat our response to you
After discussing this issue with all of our employees involved and in examining the
damage to the vehicle, we were able to determine that the damage to the vehicle is completely inconsistent with any kind of damage our car wash machine could have causedOur manager even took the customer back to the machine to demonstrate this to himOur machine is a state of the art top of the line machine and we have never encountered any damage of this type to any vehiclesIt should also be noted that we have a long standing policy that in the event any employee causes any damage to a vehicle, it should be reported immediately and no punitive action would be taken
I have been advised that the severity of this damage is not to the extent that it would diminish the value of the vehicleContrary to the customer's comments that we have not taken this issue seriously, we take all customer issues seriously as is evidenced by our A+ rating with the Revdex.com but there is simply no evidence here to support his claimIn the event he would like to have this damage repaired, we would certainly be willing to offer a steeply discounted rate for the service
Should you need any other information or would like to discuss the matter further, please do not hesitate to contact me
Sincerely;
*** ***
Executive Manager
Bill Kay Nissan
Initial Consumer Rebuttal /* (3000, 11, 2015/03/25) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I never said the washi macine was the cause of damage, I parked the car in the customer parking area and I told the manager that damage might happen when the car was driven to the wash machine then out of the wash machine to the customer parking area again
I requested to view the surveilance cctv cameras and one of the managers confirms they have those cameras but the other manager said noAnd after a long argument he said they have cameras but to the other side of parking lotThis what makes me uncertain if they are telling the truth or they dont want me to see what really happened
I also showed the manager some signs on the paint which I removed with swiping my fingers the same area, if it was an old damage then there will not be any removable signs after wash and only by swiping finger over that
Final Business Response /* (4000, 17, 2015/04/13) */
Dear Ms***:
I apologize for the delay in responding but I was out of the office last weekAs promised, we re-evaluated the minor damage to the vehicleWe are anxious to have this matter resolved so as a goodwill gesture with no admission that this damage was caused by us, we will agree to have the vehicle repaired for himObviously, we will require a release from him in order to do this
As for his claim of decreased value of the vehicle, this is hardly a valid claim in that the damage sustained can be categorized as minor cosmetic damageIt is in no way major collision damage which we agree could diminish the vehicle value to some extentAs I am sure you are aware, Illinois law even provides that damage to a brand new vehicle must exceed 6% of the original M.S.R.P of the vehicle to require any type of disclosureThis case is not even close to that type of situation and we beleive this is a very fair resolution
The customer can contact Mr*** at XXX-XXX-XXXX *** to set an appointment to repair the vehicle
Thank you for your assistance with this file
Sincerely;
*** ***
Executive Manager
Bill Kay Nissan
Final Consumer Response /* (4200, 19, 2015/04/16) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I never expected this answer from a professional company like Bill Kay, wether it is a minor damage or a major damage but this will cause to repaint the door and this what will diminish the vehicle value
Bill Kay still claiming that damage wasn't caused by them, my answer to that again and again: show me the footage and prove it then I would cancel the whole complain
it is not only a car repair which will satisfy a customer who wanted to wash his car and then find his car has damage (wether it is minor or major)and if they are talking about Illinois law and about the 6% MSRP of the vehicle value this is a point against Bill Kay and I kept saying from the beginning that my vehicle value decreased by at least $when the 6% is $
moreover Bill Kay themselves will never accept to purchase or trade in a car with any kind of accidents or previously painted car, I got this message when I was looking for a used car when the sales person confirmed that no used car in their inventory was involved in any kind of body repair or paint
To Whom it may Concern:It is very difficult to comment on a conversation that I was not part of, however the possibility exists that there was some type of miscommunication or lack of the salesperson's ability to completely understand the customers requestFrank was a very experienced salesperson
so the entire situation is difficult to understand.In any event, we have researched the situation and our new car manager, Nick Z(He has worked here for years) was able to offer a viable solution for which we also offered to cover the cost of the item and the installationThere is however an annual subscription charge of $which the customer refuses to payHad the vehicle been equipped as the customer preferred, the subscription fee from Nissan would be $per month or $annually.Again, we believe this is a very fair offer to rectify the situationOur employees and Nissan North America have tried to explain this but the customer refuses to listen and hangs up the phoneThe customer visited us on Saturday and the only conversation regarding a lawyer came from themWe have been more than willing to discuss this with them.Sincerely; Lee A***Executive ManagerBill Kay Nissan