Bob Johnson Nissan

Mr [redacted] had failed to cancel his auto deduct from his old account with Nissan I assisted Mr [redacted] with reaching out to Nissan and they are mailing him the two payments that they took out of his account

To whom it may concern, In response to complaint I.D# *** Mr*** *** of *** *** *** *** *** ** *** In speaking to Mr*** regarding the model year Nissan Versa he purchased this year in June of Mr*** received a title from the state of New York as a
used vehicleIn addition to the title stating the vehicle is used which is verified by the state of New York Mr*** signed a bank contract and a credit application which was submitted to the bank stating the vehicle was used, in addition also signed was a used vehicle lemon law warranty he signed at the point of sale I had explained to Mr*** via a phone conversation in mid November that from time to time cosmetic damage does happen on vehicles and it was cosmetically repaired at our body shopFor a third party body shop to insinuate an estimated amount of charges for repairs or anything else is ridiculous having not seen the damage first handIn further conversation with Mr*** in effort to assist him because he is our customer and wanting to help him out in any way we couldI offered to Mr*** once the vehicle was repaired by ** at no cost to him we would perform a multipoint inspection and provided him with an extended service agreement so that he could have peace of mind up to 100,milesMr*** stated that was unacceptable and said he would proceed with legal counselThe conversation abruptly endedI have since attempted to contact Mr*** on three separate occasions to offer some alternative solutions regarding this situationTo this point I have not received any return callWe would like to help the customer but we cannot if doesn't respond to my callsDirector of Variable Operations Steve *** ***

On behalf of Bob Johnson Nissan please review my rebuttal in response to the aforementionedcomplaint number.• On 6/10/Service customer *** *** presented a Nissan Altima to Bob Johnson Nissan with miles on the odometer for the following concern to be examinedThe complaint
recorded on the repair order was that the vehicle is bucking and has a loss of power.• Our Nissan certified Master Technician, who in addition is a ASE Master technician made a diagnosis of a crankshaft position sensor internal intermittent short.I have inserted the customers' complaints and will offer a rebuttal to line by line in red italicized writing.I will then offer an opinion, and finally I will conclude with what I think needs to be done going forwardI had a part (crankshaft sensor) fixed on my vehicle by a local car shop, however the part was not registering with the computer in my vehicle or possibly cou ld have been faulty (check enginelight was on)The part had not been previously replaced as per the outcome of the diagnostic testing performed by our certified technicianMy mechanic told me to go to the dealer (my dealer transferred me to Bob Johnson) in order tohave diagnostics and ultimately a reset of my "computer" and go from thereOur diagnostics were quite simpleThe vehicle was presented to the shop with a diagnostic trouble code of PIn most cases this is indicative of a sensor f ailure, but a proper diagnosis is necessary tomake sure there aren't any contributing factors that are setting a reading of this code.There isn't a reset or relearn of this part it simply plugs in and operatesThe crankshaft position sensor is a Hall Effect sensor, which is used to time the speed of the crankshaft .It, does this by detecting the position of the permanent magnet and then calculates ignition timingIt all started with being told the wrong location to go for the service by Bob Johnson(understandable), what should have been fairly quick assessment turned into an all day diagnostics, stranding me in the area (minutes from my home) from 9am to about 5pm.Those makes sense and for this please accept a formal apology for this mishapAn assessment of a concern is quick because it is nothing more than validation of a complaint, a diagnosis requires skill set and product knowledge, something the customers personal mechanic didn't haveI had to call Bob Johnson during that day in order to get an update on my car, despite being told they'd call by a certain time (they never did)They called me back and told me they needed tokeep running diagnostics on it and ultimately gave me a dealer car to drive in the meantime.Performing diagnostic testing sometimes is cumbersome and takes more time than anticipated.Appointment times aren't for the repairs but rather for the time to meet with the staff regarding the concernThis concern required a highly skilled technician, which is supported by the fact that the customers mechanic was unable to effectively diagnose and repair the vehicle without our shops diagnosisI am glad the staff provided a no charge rental for your convenienceI ended up having this car for an entire weekend, was told during the weekend that the verypart I was going to them for (to have diagnostics ran) was an original part and never had beenreplacedFact; I had that part replaced 6/24/and 6/3/The technician made a definitive diagnosis on Sat June 11th and an estimate for repair was presented and not authorizedThe time delay from this point forward was the decision of the customer not the repair shopThe crankshaft sensor we removed from the engine was not recently replaced(picture attached)They told me they would send me a picture of the original, that it was corroded and rusted out(they never did)The service advisor stated that sending a picture was mentioned in the conversation but not committed toMonday 6/ 13, I spoke with Bob Johnson around 8/8:regarding my car, to put the part back inand that I would be there at 4:00pm to pick up my car, and to send me a fax with their"findings"The request seems reasonable; I don't know why we wouldn't have compliedI wait over hours for the fax, left Bob Johnson a voicemail, then called and finally I they faxfindings over to my local car shopI also gave them my local shops number to discuss the findings, to ensure there was no miscommunicationThey never called, didn't surprise me.There is no reason for us to call them, we made a definitive diagnosis and the customer declinedour repairThe shop mentioned wasn't able to fix the car themselvesAbout quarter to 4:I get a call"Hey, uh, ***, uh, your car is not ready to be picked up,the part has to be put back in." Mind you, they should have already had my part back in after claiming it was corroded on 6/and I told them I would have work done elsewhereI toldthem I said I would get my vehicle at 4:00pm, and to have it ready as I live far away and do nothave availability to pick it up another timeWe should have honored the previous time commitment made earlier in the amWhen I came to pick up my vehicle I asked to see the photoI took a screenshot, returned my" rental" and then waited for them to put my sensor back inThe photo did indeed show acorroded, rusted, sensor with a brand new sensor to the right to comparatively show the differencesBob Johnson never physically showed me the rusted one that they supposedly tookout and claimed was mineThe customer's sensor was the rusted one that she took a photo ofIn the duration of this mess, I had been communication with my local shop and they ordered anew sensor for me and planned to remove the recently replaced from 6/and go from theretoday (6/14)I find it very compelling the shop believes our diagnosis but the customer doesn'tInterestingly, when I go back to pick up my car and I was standing in the garage they showedme the sensor that they replaced 6/3/that was "supposedly" corroded, rusted and theoriginal ACCORDING to Bob Johnson NissanThe sensor in fact looked BRAND NEW {itshould've, I had it replaced 6/3), it was never rusted, it was never corroded BOB JOHNSONHAD FABRICATED the need for a new sensorThe customer's previous statement contradictsthisI took pictures of this to go alongside the "corroded" picture of the sensor that was "mine" perBob JohnsonWhat gets me, is that I spent a WHOLE day waiting for my car, to end up with arental that had JUST enough gas to make it to the gas station, and a weekend driving this dealercar (all stickered up to promote Bob Johnson), full of questions regarding my car with an updatetelling me the part was never replaced by my shopThe rental car was a complimentary loaner;the customer is responsible for fuel used during the rental duration, which is a reasonable andcustomary business practice in the rental industryAll of our rentals come with 1/tank of fuelI find this to be a BIG deal: abecause I had JUST spent close to $3,on car repairs (first everafter owning it for at least years) bI was lied to and cpaid $to be lied to! This is notokayThe Charges paid to Bob Johnson were for a diagnostic evaluationThe results of thatevaluation were used by another shop for repair of the vehicle according to the customer'scomplaintI called Bob Johnson and asked for a refund, bringing up the fact they had cla imed my part to bebad, rusted and corroded when in fact it was notI will NEVER go back to Bob Johnson Nissanfor service or a future purchaseAs previously stated, the customer paid for a diagnosis of aconcern her shop couldn't identifyThe customer left our shop and had the repair we identifiedperformed at another facility.Summary of events simplifiedThe customer brought her car to us with a concern that wasn't rectified by another repairfacility after paying an inordinate amount of money to have it fixed without resolutionOurfacility identified the concern, made a recommendation for repair, in which the customerdeclined repairThe customer had our recommended repair performed at another facilityThecar must be fixed now as there aren't any accusations of a misdiagnosisWe provided a loanercar which retails for $per day for a period of three days at no charge to the customer,which wasn't appreciatedThe only things we are guilty of in my opinion are;• Not following through with sending a text message• Not meeting the expectation set of a complete diagnosis.In closing Bob Johnson Nissan is an established dealer in the market with a commitment tosatisfying customersFrom time to time we have issues and concerns throughout the repairprocessAt this juncture we will not be offering a reimbursement of the diagnostic charges asthey were accurate, or any other goodwill, as we have already assumed financial absorption ofrental charges on the customer's behalfPresently the customer's vehicle is repaired.Please close this case out as the business has addressed the complaint.Thank you for your help.Robert * *** **.Corporate Director of Fixed Operations

Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.[To assist us in bringing this matter to a close, we would like to know your view on the matter.]Regards,*** ***
I believe the explanation is not exactly correctThe idea that the diagnosis is only charged where actual work was performed and not just a visual inspection was not explained to me and I do not believe that if the diagnosis of my issues did not require any disassembly that Bob Johnson would have not charged me I also would think that if the only way to repair a bad flange is to replace an entire exhaust system, the dealer would have explained this as policy and suggested I take the car to a muffler shop for a much more reasonably priced repairAlso, the fact that there was absolutely nothing wrong with the boots or axles was not explained in the rebuttleI did not agree to return for the shop for a review because Mr*** had already told me he would not refund any of my money and it's over a one hour round tripWhat would be the pointAlso, I explained that I would decline the free oil change because I would not trust bringing my car into their shop againHowever, I consider the issue resolved because Nissan USA refunded my money as a sign of good faith and apologized for the behavior of Bob Johnson Nissan

Mr*** has acted in a manner that prevents him from returning to our storeHe has demonstrated hostility and instability when speaking to our staffFor the safety of our staff he was asked not to returnMR*** did not qualify for a military discountMr*** does have a copy of the lease
he signed or he wouldn't know its a yr 12k mile per year leaseI have attached a copy of his signed buyers order before he took delivery and his signed contract at the time of deliveryMr*** was informed he could send a copy of his alleged recording to us and if in fact it showed that he was told his lease was 15,miles, the dealership would gladly and immediately take corrective action - to date he has failed to provide the alleged recording of his dealings with us. Nissan USA has also created a file on Mr*** and also refuses any further assistanceGiven the tone of past conversations we have nothing further to offer nor do we wish to speak to Mr*** any further.Johanna *** * ***Owner Bob Johnson Nissan

the dealership in question states that its not possible to tell the previous damage to the car without seeing the damage as it was repaired. this is not true. based on the after market parts that were used to repair the car and the know published times and costs to do the job, a minimum cost can be figured. the front bumper was replaced with an aftermarket, cheap replacement instead of a factory part. I am in possession of the actual part if evidence is needed and I also have a cell pic from the repair shop showing the aftermarket tags. the front left fender also had been repaired as fiberglass fill was evident upon inspection of my insurance estimator. based solely on just the items visibly repaired, the cost for parts and stated times for base coat /clear coat and prep and remove and install clearly puts the previous damage at more than 1500 dollars. since the likely hood of other parts being damaged is highly probable, I can only assume that further parts and damage were concealed. but, based only on the damage and aftermarket parts alone, it is over 1500 dollars in damage. the dealer also states that the title came through from NYS as used. that is true as they deceptively passed the car through the system as used. bottom line, some of my paperwork says used, some says new. my retail certificate of sale clearly says new. on the web site it was listed as a new vehicle and represented to me as such. when I picked up the car on sat. it was not ready as the dealer screwed up the pick up time schedule. in the rush and commotion, I did not pay attention to all of the paperwork I signed as it was voluminous. further more, in my dealings with the dealership I find them to be condescending and patronizing. the complete lack of willingness to admit that they should have told me of the damage and clearly stated the car was being sold as used only reinforces that they arenot dealing in good faith. had I known of the damage the value of the car would clearly have been less. somewhere in the 3k range. my offer for settlement is more than fair. they are clearly in the deny until it goes away mode.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. 
Regards,
[redacted]

On behalf of Bob Johnson Nissan please review my rebuttle in response to the
aforementioned complaint number.
The customer came in on 01/16/2017 with a request to evaluate several items on his vehicle. I
will itemize them as follows:
1. The vehicle cannot be locked.
2. The vehicle has an...

exhaust leak of some sort.
3. The tire pressure light is on.
4. One of the key fobs is not starting the vehicle.
5. When putting the vehicle in park the vehicle doesn’t think it is in park and beeps loudly.
Additionally the shifter moves into each gear when the vehicle is off.
The customer was advised there would be a diagnostic fee of $105.00 to evaluate the concern if
he elected to not have the vehicle repaired. Below is an explanation for each complaint that the
customer asked us to address.
1. The vehicle cannot be locked. Diagnosis of this concern was that the shifter assembly
housing was fatigued. This conclusion was made by the technician disassembling the
shifter assembly to evaluate the cause of failure. The diagnostic charges for this repair
were $105.00 dollars. The customer was advised a new shifter assembly was required to
repair this concern and given an estimate of $797.69 to repair. The customer declined to
have the repairs performed at our repair facility.
2. The vehicle has an exhaust leak of some sort. Evaluation of this concern was that there
was a broken exhaust flange on the rear of the catalytic converter and the front of the
rear exhaust pipe. The recommendation was to replace the exhaust system. This is how
this type of repair is performed –meaning a franchised new car dealership doesn’t
patchwork exhaust systems that are 9 years old that have been exposed to 108000 miles
of travel. The customer declined to have the repairs performed at our repair facility.
3. The tire pressure light is on. Evaluation of this concern is that the tire pressure monitor
system needed recalibration. For this repair the customer was given an estimate of
$30.00 dollars. The customer declined to have the repairs performed at our repair
facility.
4. One of the key fobs is not starting the vehicle. This concern was caused by the shifter.
5. When putting the vehicle in park the vehicle doesn’t think it is in park and beeps loudly.
Additionally the shifter moves into each gear when the vehicle is off. This concern was
caused by the shifter.
6. While not a customer complaint, Every vehicle that is serviced in any of our facilities
always has a multipoint vehicle inspection performed on it. A multipoint is a high level
overview of any potential safety concerns. During our multipoint inspection the tech
identified axle shaft boots leaking and did in fact make a recommendation to repair. The
customer declined to have the repairs performed at our repair facility.
The facts of this case are as follows:
1. The diagnostic charges of $105.00 were only assessed for line B of the customers
repair order numbered [redacted] The customer hasn’t refuted the diagnosis was
incorrect, and fixed the car himself.
2. The exhaust system was evaluated for him and an estimate of proper repairs as per
our franchise polices was recommended. Nissan doesn’t sell exhaust flange repair
kits. In fact, a repair technique of that caliber is a temporary type of solution. A
franchised new car dealer repairs a vehicle with the mindset of it won’t break again
after we repair it. The customer wasn’t assessed any charges for this repair
recommendation, (line C repair order numbered 454713).
3. The customer never mentioned in the complaint the issue of the tire pressure light.
4. As for the axle shaft repair recommendation, it was an item that was identified as a
problem that was developing on the vehicle. The customer wasn’t assessed any
charges for this repair recommendation. The notes articulated on the repair receipt
show it is a technician recommended item only.
5. The customer stated in his desired settlement that we charge a flat diagnosis
regardless of the number of problems. That is incorrect, our policy is to charge for
any item that we need to perform diagnostic repair. Something such as exhaust where
it is a visual observation doesn’t justify diagnostic charges. As per the customer
invoice you will see that is in fact how we operate. We also never charge for an
observation we made that is unknown to the customer.
6. I have spoken with the customer on two occasions and reviewed theses items and
repair techniques with the customer. I have offered to have the customer come to our
facility and review the concerns as he has stated. He refused to do that, and omitted
this fact in the complaint. In addition I offered the customer a complimentary oil
change to be used in the future as a gesture of goodwill to enhance a strained
customer relationship. Again, he refused, and omitted this in the complaint.
In closing, the customer seeks a desired settlement of a billing adjustment of $130.00. At this
juncture we will not be offering a reimbursement of the actual diagnostic charge paid of
$113.40. The customer came to our shop, had his vehicle diagnosed correctly. The real issue
at hand is twofold, the first being he disagrees with our repair recommendation for the
exhaust system, and the second issue is he disagrees with a repair recommendation that we
identified. I have offered the customer goodwill, as he refused it. Please close this case out as
business made a reasonable attempt to satisfy customer.
Thank you for your help.
Sincerely,
Robert [redacted].
Director of Fixed Operations [redacted]

Mr. [redacted] had failed to cancel his auto deduct from his old account with Nissan.  I assisted Mr. [redacted] with reaching out to Nissan and they are mailing him the two payments that they took out of his account.