Blue Ridge Nissan

I have reviewed the response offer made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below Regards, ** [redacted] Due to the negligence of the service dept of Jim Mills [redacted] of the "past" code and the "aftermarket" service contract that was purchased from [redacted] that still should have been vaildSomeone there should have known being a [redacted] dealership that the transmission was still under the factory WarrantyBut no one wanted to take the time to accurately check the altimaThe car ended up needing a transmission replacementSo why would I want to take my car to a dealership for an oil change and an point inspection when they could not diagnose a faulty transmission that [redacted] extended the warranty because they knew they was having problems out of itSo there is no way I want to take my car to Jim mills [redacted] for anythingI just want the public to know before they go to them for a repair or to buy a car they should think twice about it

We would be, and have been, willing to help Ms*** find a car that suits her needs We have tried over and over to find a vehicle that works for her and makes her feel comfortable The Murano she traded in is not available, as it has been sold Like I mentioned in the first response, we strive to make all of our customers happy--that's not just a sales pitch! Whether its *** ***, *** ***, or any other person she deals with in the store, we all will do what we can to make any customer happy It makes no sense for us not to do that If Ms*** would like to visit the store to see what options she has then we will be more than happy to try help If we are able to help lower her payment on the Rogue, we will, and, if not, we sill see if there is a used car that would work for her. *** ***

My name is Ryan Mathesius and I am the owner of Blue Ridge Nissan We received an email from Mr*** September 1, 2017, stating that his credit had been pulled by our store He asked how we would have pulled his credit since he stated he was never in our store I informed Mr
*** that if he felt this was done in error then it appeared someone may have stolen his personal information and was attempting to use it for purchasing a car or other items I explained to Mr*** the processes in place and what information would be needed to pull ones credit bureau If Mr*** wasn't in our store then someone would have had his drivers license number, his name, address, social security number, and job information The information that we were presented matched Mr***'s information because it also passed the red flag rule put in place to help protect against identity theft. I also tried to reassure Mr*** that we did, in fact, pull his information, but we did not send it to any banks to try to further the process I also tried to explain that us pulling his bureau would have a negligible effect, if any, on his credit score because we did not send it to banks I informed Mr*** that if he felt this was in error then he needed to contact the bureaus to let them know his identity had been stolen I am not sure what Mr*** is looking for us to do I have responded to every email he has sent trying to explain the steps he needs to take to make sure that his identity is protected All we receive back from his are one to two line emails asking how we pulled his credit.I have attempted to attach the email string between Mr*** and myself Please let me know if there is an issue opening the attachment.Thank you,Ryan Mathesius

I have read the concern stated by Mr.*** I reviewed the Repair Order produced during his visit and spoke with our service personnel I understand time is very valuable and communication can certainly help with understanding viewpoints
In conclusion, due to the "past" code,
limited time and aftermarket service contract, a accurate diagnosis was unable to be performed by our technician In most cases, a diagnosis can be completed in 30-minutes
I apologize for our lack of communication We strive to take care of every customer in a timely manner, but not every vehicle repair is the same and working with aftermarket service plans can be challenging Jim Mills *** will extend a complimentary oil change and point inspection for Mr***' ***
*** ***
Executive Manager

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 for the business to perform this action and, if it does, will consider this complaint resolved
Regards,
*** ***I am willing to work with the staff at Blue Ridge Nissan toward solving this problemI hope a decent used vehicle can be found for me with a payment that I am comfortable payingI would like to get this resolved and put it behind meI will be touch with someone at Blue Ridge to see if this can be resolved to my satisfaction

I have reviewed the response offer made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
Regards,
*** ***
All of the comments in Mr***'s response are not trueI did go to the dealership for the reason he statedI did not mention a Juke at allI wanted to discuss a used vehicleMs***, finance manager, pushed the idea of the JukeShe went on about how fast it could go and other thingsShe was very enthusiastic and I got caught up in her spirit of itShe also mentioned the insurance lady having oneWhen I was in the insurance office, I asked about her JukeShe told me she had wrecked it but she did like itNo with the enthusiasm as Ms*** I might addI finally gave in after several hrs,signed the documents and leftMs*** hugged me, I hugged back, I did not instigate it at allI did not call the next dayI went back to the dealershipI do not recall using the word "small" about the JukeI just told them I did not like itI did ask for the Murano back and was told it was gone; which was not trueI did not test drive a couple of other vehiclesI just wanted to get the Murano back and get out of thereThey told me all they could do to help me was put me in a AltimaThis was after sitting there all dayAs I previously stated I was exhausted by thenI signed and leftI did call next day and told them I was not happyThey did not tell me anything about trying to get the Murano approved at a bankYes, the negative equity was building up, they talked about rebates ,etc taking care of some of this. I was embarrassed and I may have used the word"crazy" as he saidHowever, I am definitely not crazy no matter if I used that wordI have never done anything like this in my life and I have purchased a good many vehicles successfully without changing my mindMaybe because I was not pressured into itI most certainly did not ask the finance manager to deliver a Rogue to me personallyI also do not recall being told while I had the Altima that they were working up the numbers on a RogueI do remember being told in a phone call with the salesman that Ms*** was working on a used vehicle dealI did not, at any time request them to contact a particular bank. A lady from Nissan did bring up the idea of buying back the Rogue and letting me purchase the Murano back; I would not have thought of doing this otherwiseShe also sent me to another Nissan general manager who did tell me I had been taken advantage ofSo I don't know if Nissan Corp's call or recorded or not but I do know what she told mePerhaps they need to recheck the callsIf I have to give her name and number, I will do so. Yes, I know each dealer is independently owned and operated, therefore, they can do as they wishThis includes taking a loss which I'm sure they do not wish to doMr*** did tell me they suffer losses all the time (of course he meant extremely small ones). Mr*** thinks this is a lack of understanding on my partI do understand that I would never have put myself in such as financial hardship as this if I had not been pressuredIf Mr*** looked at the complete picture, he would see that this should never have happened and he would also see that this Rogue is definitely not anywhere close to being worth what I owe on itI would like for him to ask how this got so out of hand without his staff not being responsible for it happeningIf he doesn't want to admit any wrong doing on the part of his staff that's ok with me as long as he,as the boss, does what's right and corrects itHis staff told me several times they would make it right, I'm asking him to do that! If the Murano is not for sale anymore, than I will be willing to discuss another used vehicle

To Whom It May Concern:
I understand Mrs*** issue with us not communicating clearly, unfortunately, sometimes it does take time to fit the parameters for a loan through Credit Acceptance; the bank that gave the customer a conditional approval. I apologize that we haven't
been quicker in finding her an automobile, but we haven't forgotten about her and her vehicle needs. The customer's name and information is in our system and we will be prompted when we trade or buy a car that will work for the customer. We do not set the approval parameters. The bank does. They tell us what is required of the customer and what kind of car will work best in order to allow the customer to make their payments. In situations similar to this, it is not common for it to take two months, but it is also not uncommon for it to take longer than normal. We will continue working to try to find the customer a vehicle if that is still their desire and notify them of anything that comes along that may work for them
Sincerely,
*** ***

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 for the business to perform this action and, if it does, will consider this complaint resolved
Regards,
*** ***

I have reviewed the response offer 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.
Policy and procedures sound good on paper but unlikely followed. DO you have a copy of the license and what have you done or prepared to do to remove this illegal credit intrusion from my report?
Regards,
[redacted]

I have reviewed the response offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
Regards,
** [redacted]
Due to the negligence of the service dept of Jim Mills [redacted] of the "past" code and the "aftermarket" service contract that was purchased from [redacted] that still should have been vaild. Someone there should have known being a [redacted] dealership that the transmission was still under the factory Warranty. But no one wanted to take the time to accurately check the altima. The car ended up needing a transmission replacement. So why would I want to take my car to a dealership for an oil change and an 27 point inspection when they could not diagnose a faulty transmission that [redacted] extended the warranty because they knew they was having problems out of it. So there is no way I want to take my car to Jim mills [redacted] for anything. I just want the public to know before they go to them for a repair or to buy a car they should think twice about it.

I have reviewed the response offer 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.Nissan to take the necessary steps to remove the inquiry from my credit reports. The question I asked Ryan still has not been answered. What form of ID was presented to ensure that a fraud was not being committed. 
Regards,
[redacted]

The ID that we required is listed in the emails and the original response.  We require drivers license number, name, address, social security number, and job information.  If there is a red flag, meaning something that doesn’t match within the credit bureau, then we are prompted by the particular bureau to seek other identification, ask security questions, etc..  If Mr. [redacted] was not in our store then he needs to contact the bureaus and they will inform him on how to proceed.  Or, if he would like to bring proof to us that he wasn’t in the store, we will work with him to contact the credit bureaus.

While I am sorry that the customer in question feels like she was taken advantage of, I feel that there is a lack of understanding that plays into her feelings.  The customer came to our dealership to trade a Nissan Murano that she had purchased at another dealership in [redacted]. ...

Her main reason for wanting to trade was because she felt it was too large for her and her needs.  She talked with several of our employees as well as employees at the local insurance office regarding a Nissan Juke--asking them how they liked theirs since two of the employees owned them as their personal vehicle.  Once deciding to trade her Murano for the Juke, the customer signed electronic documents and left the dealership happy; even hugging employees on her way out!
The next day we received a call from the customer stating that the Juke was too small and that she wished to purchase a Nissan Rogue because it was larger, but still smaller than her previous Murano.  Once she was shown payments on the Rogue, she stated that it was too much payment.  She test drove a couple of other vehicles and decided to purchase a Nissan Altima.  As aforementioned, the documents that the customer had signed the previous day were electronic, not paper, and sent immediately to the bank.  We cancelled the extended service contract and the gap insurance for her, and again had her sign electronic documents for her new purchase.
The customer once again contacted us 24 hours later stating that she didn't like the Altima either.  At this point, she made the comment that she would like to get her old vehicle back.  We attempted to see if we could get her old vehicle approved by a bank for her, but due to the negative equity that she carried from now three trades (Murano, Juke, Altima) the banks would not approve the amount and requested a large amount of money down which the customer stated she couldn't/wouldn't do.  We then encouraged her to drive the Altima for a few days to try to get used to the feel of a car versus a SUV.  The customer did this, but then called us again the following Monday.  She stated that she was embarrassed and said that she didn't want to return to the dealership because she was worried that we may think she "was crazy"--her words, not ours.  She asked our finance manager if she would personally deliver a new Nissan Rogue to the customer.  We worked up the numbers on the Rogue and called the customer with them to review.  She then stated that she needed some time to think about it, but still requested that she get her old vehicle back.  A few days later--9 days after the Altima purchase--the customer returned to the dealership and worked with a different finance manager and the sales manager and settled on the lease of a new Nissan Rogue. 
The customer's issue lies in the fact that she is trying to get a car back that was originally traded in three vehicles ago (Juke, Altima, Rogue).  Liens have been paid off over and over again based on her trades, and a new lien is in place on her current lease.  All of our paperwork is done electronically and funded almost immediately by the bank.  This is an unfortunate incident, but to just hand back over a car like that is not possible. 
The customer also claims that there is a "cooling off" period, but it clearly states on a contract for the state of Virginia that there is no cooling off period.  Also, she claims that Nissan Corporate agreed with her and said we would return her original Murano.  After speaking with Nissan, they record all of their calls and never told the customer that we would return her car, but did tell her that each dealer is independently owned and operated.
We have tried to explain to the customer that requesting her car back is not possible.  It was traded in originally on the Juke and the amount she needed to borrow on the car could not get approved by the banks she requested we try.
Our store prides itself in customer service and has worked hard to keep a A+ Revdex.com rating, as well as national recognition from Nissan and others.  We have tried over and over to satisfy the customer, but, again, feel that it is a lack of understanding on her part.
I hope this email has helped to explain the situation better.  Please let us know if you need anything else.
Sincerely,
[redacted]

Review: On Mar.15,2016 I drove onto the Blue Ridge Nissan car lot in a 2013 Murano thinking a little about trading for a smaller SUV about the same year. I told the salesman up front what I needed my payment to be. Before I knew it a 2016 Juke was being pushed at me. This went on for about seven (7) hrs. I was getting tired so signed papers and drove the Juke home with a payment of $79 more than I was paying and owing more money. When I got home I realized what I had let myself be talked into and was physically ill. Was back at dealership early next morning very upset as they could see. Asked if there was a 72 hr return policy, no response. Was told they would help me,however, the paperwork on the Juke was sent to the bank the evening before (how convenient for them) and I could not get out of the deal. I asked to have the Murano back, was told it was gone, not true. Spend another entire day waiting around for an answer of how they were going to help me. Toward the end of the day I was told all they could put me in was a 2016 Altima. I was exhausted, therefore signed the papers and left. Same payment as Juke but owing even more money. Called back the next day and told them I was very dissatisfied. Was told to keep car until Monday and call if still not happy. Monday I called and talked to the finance manager who told me she would work something out. Said she would be in touch with me. She was not. I did receive a call from the salesman mid week who said the finance manager was working on a deal for a used vehicle, which I wanted in the first place. I had some hope. I left several messages for the finance manager, she did not return my calls. I went back to the dealership on Friday, Mar. 25th and again was told they would help me. After several hours of sitting there, They told me they could put me in a 2016 basic Rogue (I think it is the cheapest one made). Payments over $500 a month. I knew the vehicle was not nowhere worth the over $35,0000 I would owe on it. Leasing was brought up. I could lease the Rogue for $572.14 a month for three (3) years. I was so fed up by then and felt that there was nothing else I could do. I signed lease, paid money out of pocket and left. Several days later after my head was cleared, I realized I had been taken advantage of. I contacted several departments of the Nissan Corporation. I didn't contact Blue Ridge because I knew I would be even worst off. Nissan Corp. told me that each dealership is independently owned and only they could make this right. Each person I spoke with did agree that I was taken advantage of by this dealership. My case was turned over to one lady at Nissan who has been extremely helpful. She has tried several things to resolve this but no positive results. She told me they could buy the vehicle back and start over. I wrote the president, owner of Blue Ridge and also a follow-up letter. No response from him at all. Also talked to another Nissan general manager and he told me if he or his staff treated a customer as I was treated he would be fired. The lady from Nissan turned it over to the district manager hoping he could do something. Finally on May 20th I received a call from [redacted] the general manager of Blue Ridge. Again told me he wanted to help me. I asked him about buying the vehicle back. He said the lady from Nissan was false when she told me that. I've done some checking and I know they can do that and anything else they want to do. They have their money so I can only assume they don't want to do anything. He did tell me he could terminate the lease and finance this vehicle if I could pay more out of pocket. I said I couldn't do that. Also mentioned putting me in a little car. Said no to that as well. He became a bit condescending and told me I had to take what I could afford. I told him I was in what I could afford when I drove into the dealership lot. Said think about his offer and call on Monday if I wanted to agree to either option. I didn't call. I did write him a letter the next week stating what I would like for him to do. No response, but I didn't expect one from him. They told me I had good credit, which could be damaged if they don't make this right. I feel as if I've been ripped off. I know they have told me several falsehoods. The last time I spoke with the lady from Nissan she told me they said they would not do anything for me. I can't believe this is how they operate their business and then say customer satisfaction is their top priority. I cannot begin to express the disappointment and dissatisfaction I have for Blue Ridge Nissan.Desired Settlement: First I would like to have the lease on the 2016 Rogue terminated. I will discuss purchasing it if the price is lowered considerably to what I can afford. If not, I may be willing to buy the Murano back or a vehicle comparable to it in price and equipment. I am willing to negotiate the over $5,000 that I have paid out of pocket at this date toward credit on another vehicle.

Business

Response:

While I am sorry that the customer in question feels like she was taken advantage of, I feel that there is a lack of understanding that plays into her feelings. The customer came to our dealership to trade a Nissan Murano that she had purchased at another dealership in [redacted]. Her main reason for wanting to trade was because she felt it was too large for her and her needs. She talked with several of our employees as well as employees at the local insurance office regarding a Nissan Juke--asking them how they liked theirs since two of the employees owned them as their personal vehicle. Once deciding to trade her Murano for the Juke, the customer signed electronic documents and left the dealership happy; even hugging employees on her way out!

The next day we received a call from the customer stating that the Juke was too small and that she wished to purchase a Nissan Rogue because it was larger, but still smaller than her previous Murano. Once she was shown payments on the Rogue, she stated that it was too much payment. She test drove a couple of other vehicles and decided to purchase a Nissan Altima. As aforementioned, the documents that the customer had signed the previous day were electronic, not paper, and sent immediately to the bank. We cancelled the extended service contract and the gap insurance for her, and again had her sign electronic documents for her new purchase.

The customer once again contacted us 24 hours later stating that she didn't like the Altima either. At this point, she made the comment that she would like to get her old vehicle back. We attempted to see if we could get her old vehicle approved by a bank for her, but due to the negative equity that she carried from now three trades (Murano, Juke, Altima) the banks would not approve the amount and requested a large amount of money down which the customer stated she couldn't/wouldn't do. We then encouraged her to drive the Altima for a few days to try to get used to the feel of a car versus a SUV. The customer did this, but then called us again the following Monday. She stated that she was embarrassed and said that she didn't want to return to the dealership because she was worried that we may think she "was crazy"--her words, not ours. She asked our finance manager if she would personally deliver a new Nissan Rogue to the customer. We worked up the numbers on the Rogue and called the customer with them to review. She then stated that she needed some time to think about it, but still requested that she get her old vehicle back. A few days later--9 days after the Altima purchase--the customer returned to the dealership and worked with a different finance manager and the sales manager and settled on the lease of a new Nissan Rogue.

The customer's issue lies in the fact that she is trying to get a car back that was originally traded in three vehicles ago (Juke, Altima, Rogue). Liens have been paid off over and over again based on her trades, and a new lien is in place on her current lease. All of our paperwork is done electronically and funded almost immediately by the bank. This is an unfortunate incident, but to just hand back over a car like that is not possible.

The customer also claims that there is a "cooling off" period, but it clearly states on a contract for the state of Virginia that there is no cooling off period. Also, she claims that Nissan Corporate agreed with her and said we would return her original Murano. After speaking with Nissan, they record all of their calls and never told the customer that we would return her car, but did tell her that each dealer is independently owned and operated.

We have tried to explain to the customer that requesting her car back is not possible. It was traded in originally on the Juke and the amount she needed to borrow on the car could not get approved by the banks she requested we try.

Our store prides itself in customer service and has worked hard to keep a A+ Revdex.com rating, as well as national recognition from Nissan and others. We have tried over and over to satisfy the customer, but, again, feel that it is a lack of understanding on her part.

I hope this email has helped to explain the situation better. Please let us know if you need anything else.

Sincerely,

Consumer

Response:

I have reviewed the response offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

Regards,

All of the comments in Mr. [redacted]'s response are not true. I did go to the dealership for the reason he stated. I did not mention a Juke at all. I wanted to discuss a used vehicle. Ms. [redacted], finance manager, pushed the idea of the Juke. She went on about how fast it could go and other things. She was very enthusiastic and I got caught up in her spirit of it. She also mentioned the insurance lady having one. When I was in the insurance office, I asked about her Juke. She told me she had wrecked it but she did like it. No with the enthusiasm as Ms. [redacted] I might add. I finally gave in after several hrs,. signed the documents and left. Ms. [redacted] hugged me, I hugged back, I did not instigate it at all. I did not call the next day. I went back to the dealership. I do not recall using the word "small" about the Juke. I just told them I did not like it. I did ask for the Murano back and was told it was gone; which was not true. I did not test drive a couple of other vehicles. I just wanted to get the Murano back and get out of there. They told me all they could do to help me was put me in a Altima. This was after sitting there all day. As I previously stated I was exhausted by then. I signed and left. I did call next day and told them I was not happy. They did not tell me anything about trying to get the Murano approved at a bank. Yes, the negative equity was building up, they talked about rebates ,etc taking care of some of this. I was embarrassed and I may have used the word"crazy" as he said. However, I am definitely not crazy no matter if I used that word. I have never done anything like this in my life and I have purchased a good many vehicles successfully without changing my mind. Maybe because I was not pressured into it. I most certainly did not ask the finance manager to deliver a Rogue to me personally. I also do not recall being told while I had the Altima that they were working up the numbers on a Rogue. I do remember being told in a phone call with the salesman that Ms. [redacted] was working on a used vehicle deal. I did not, at any time request them to contact a particular bank. A lady from Nissan did bring up the idea of buying back the Rogue and letting me purchase the Murano back; I would not have thought of doing this otherwise. She also sent me to another Nissan general manager who did tell me I had been taken advantage of. So I don't know if Nissan Corp's call or recorded or not but I do know what she told me. Perhaps they need to recheck the calls. If I have to give her name and number, I will do so. Yes, I know each dealer is independently owned and operated, therefore, they can do as they wish. This includes taking a loss which I'm sure they do not wish to do. Mr. [redacted] did tell me they suffer losses all the time (of course he meant extremely small ones). Mr. [redacted] thinks this is a lack of understanding on my part. I do understand that I would never have put myself in such as financial hardship as this if I had not been pressured. If Mr. [redacted] looked at the complete picture, he would see that this should never have happened and he would also see that this Rogue is definitely not anywhere close to being worth what I owe on it. I would like for him to ask how this got so out of hand without his staff not being responsible for it happening. If he doesn't want to admit any wrong doing on the part of his staff that's ok with me as long as he,as the boss, does what's right and corrects it. His staff told me several times they would make it right, I'm asking him to do that! If the Murano is not for sale anymore, than I will be willing to discuss another used vehicle.

Business

Response:

We would be, and have been, willing to help Ms. [redacted] find a car that suits her needs. We have tried over and over to find a vehicle that works for her and makes her feel comfortable. The Murano she traded in is not available, as it has been sold. Like I mentioned in the first response, we strive to make all of our customers happy--that's not just a sales pitch! Whether its [redacted], [redacted], or any other person she deals with in the store, we all will do what we can to make any customer happy. It makes no sense for us not to do that. If Ms. [redacted] would like to visit the store to see what options she has then we will be more than happy to try help. If we are able to help lower her payment on the Rogue, we will, and, if not, we sill see if there is a used car that would work for her. [redacted]

Consumer

Response:

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 for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

[redacted]I am willing to work with the staff at Blue Ridge Nissan toward solving this problem. I hope a decent used vehicle can be found for me with a payment that I am comfortable paying. I would like to get this resolved and put it behind me. I will be touch with someone at Blue Ridge to see if this can be resolved to my satisfaction.

Review: Called Jim Mills 4/29/14 about a service engine light on my wife's car told them what was going on and that I needed them to preform a diagnosis on the car. We set up an appointment for 10am on 4/29. I showed up for the appointment around 10 mins early. We talked again about the issue and how long it was going to take, I was told it should be around 30 mins. Also he had told me there was a recall on the car that needed to be taken care of,and said it wouldnt take to long to do so I agreed to it. At around an hour and a half later I ask how much long he thought it would be he said there was a few cars ahead of me. So after 2 hours he comes back to tell me that the service engine light was nothing to worry about that it was a "past" code and that if it came back I would need to bring the car back for diagnosis. When I was told that I was a little angry for the fact I had ask them to do that in the first place and he assured me that it was nothing. I had forgot to ask them about the recall so I called back after I had left and they said that they didn't do it and I could bring it back over there for them to do.I see non point in having to take the car back there for them to do something I had asked them to do in the first place. After about 30 mins the service engine light was back on in the car, so I called back to speak to the manger told the girl who I was and what the problem was she told men that he was a lunch and had gotten rude with me. At that point I asked to speak with his boss she told me to hold, after 15 mins I hung up and called [redacted] corporate and placed a complaint with them and they referred me to another [redacted] dealer [redacted]. In told them of my situation with Jim mills and asked the to look at the car. They told me they could but due to the not dealing with my warranty co that I would have to pay for.the repair and the warranty co maybe would reimburse me maybe. That shouldn't have been and issue. So I ended up having to drive down to Greensboro where I bought the car. After explaining everything again the took the car back and said I need to take it to a [redacted] dealer so it wouldn't void the warranty. They got me in with [redacted] that has helped me tremendously so after having to deal with this issue for almost 8 hours I have the car at a place I feel they will do me right.Desired Settlement: I would like to have the own for the place to apologize for the neglected by numerous employees and would like something for my time and trouble. For this to be happening there something has to be done.

Business

Response:

I have read the concern stated by Mr.[redacted]. I reviewed the Repair Order produced during his visit and spoke with our service personnel. I understand time is very valuable and communication can certainly help with understanding viewpoints.

In conclusion, due to the "past" code, limited time and aftermarket service contract, a accurate diagnosis was unable to be performed by our technician. In most cases, a diagnosis can be completed in 30-60 minutes.

I apologize for our lack of communication. We strive to take care of every customer in a timely manner, but not every vehicle repair is the same and working with aftermarket service plans can be challenging. Jim Mills [redacted] will extend a complimentary oil change and 27 point inspection for Mr. [redacted]' [redacted].

Executive Manager

Consumer

Response:

I have reviewed the response offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

Regards,

Due to the negligence of the service dept of Jim Mills [redacted] of the "past" code and the "aftermarket" service contract that was purchased from [redacted] that still should have been vaild. Someone there should have known being a [redacted] dealership that the transmission was still under the factory Warranty. But no one wanted to take the time to accurately check the altima. The car ended up needing a transmission replacement. So why would I want to take my car to a dealership for an oil change and an 27 point inspection when they could not diagnose a faulty transmission that [redacted] extended the warranty because they knew they was having problems out of it. So there is no way I want to take my car to Jim mills [redacted] for anything. I just want the public to know before they go to them for a repair or to buy a car they should think twice about it.

I bought a 2013 X-terra from this dealership and I have never in my life been treated so rude by [redacted]. I paid 23,000 for this vehicle and it was messed up on the luggage rack and we have had it there 3 times for repairs and it still isn't fixed. If you people know what I no you will never go there. As far as [redacted] he is good. [redacted] thinks that people should pay this kind of money for a vehicle and not have it fixed. He even said if it was his he would ride it, He can lie to some people but not me. He is the most rudest man that I have ever known. I have worked with the public for 50 yrs and I would never have treated anyone like [redacted] and I have been treated. So please everyone BEWARE of this man.