On Fri, Dec 4, at 4:PM, Gary S [redacted] < [redacted] > wrote:Not sure on how to respond to this, Mr [redacted] has a valid point.Bowser Nissan is a franchise of Nissan North America, we the dealer and all our personnel do not dictate what is or is not warrantableWe simply follow Nissan North America’s warranty policy’s and procedure as well as all guidelines that follow.In this case with Mr [redacted] , Bowser Nissan was under the understanding that any repairs warranty or not holda parts and labor warranty for months or 12,miles from the date of installation or purchase, whichever is earlierNot the date in witch vehicle arrived at dealerHowever we as the dealer have to follow Nissan North America’s decision.We are sorry for Mr [redacted] ’s situation.I do hope I was able to be of help in this matterThank YouGary S [redacted] Director of salesBowser AutomotiveC ###-###-####
Mrs [redacted] concern with her vehicle was with the radio and back up camera and was diagnosed to be an internal malfunction in the radio unitAs Nissan standard procedure, we ordered a replacement radio unit by the vehicles specific part numberIt is standard procedure for Nissan to ship a refurbished unit for replacementThe radio unit was replaced and Mrs [redacted] concern was corrected to Nissan standards, Unfortunately it is out of the dealers control to what Nissan considers a replacement part, how ever weather it is a new or refurbished replacement part, we made sure that Mrs [redacted] original concern was corrected and addressed
To whom it may concern:My name is [redacted] Sales Manager at Bowser I am responding to Mr [redacted] complaint in which he disputes that Bowser owes him $due to the repairs that were needed on his Chevy Silverado Mr [redacted] ’s complaint reads to me like this should be a dispute between the manufacturer and himself instead of with this dealership He states in his complaint with you, that the tuner and full exhaust was installed by this dealership My response to that claim is that this is a statementThere were no aftermarket accessories installed on this vehicle at any time while this vehicle was in our possession He also makes a claim in his statement to you, that the installed accessories on this vehicle had NO bearing on the issue that he had with the engine but that the claim was denied because it was a component on the vehicle This vehicle was service and reconditioned as all pre-owned vehicles are here at Bowser prior to all sales and at no time was there any indications that there were any mechanical problems with this vehicle We also do not know that nature of use that Mr [redacted] used this vehicle during the time between his purchase and the time of the incident There are many circumstances that could have contributed to the mechanical failure of this vehicle In conclusion, as stated earlier, this seems to be an issue that GM needs to address with Mr [redacted] not Bowser Automotive[redacted] Sales Manager
My name is [redacted] *** I am the General /Pre-Owned Sales Manager here at Bowser Automotive IncThis letter is In response to l.D [redacted] In December of when Mr [redacted] came to the dealership to have maintenance performed on his Sierra he was informed that the service was not covered by the maintenance agreement that was provided to him as part of the Certified Pre-Owned program with the purchase of his vehicleI was called to the Service Department to talk to Mr [redacted] in regards to his concernAt that point, Mr [redacted] showed me the card that Mr [redacted] provided to him that did state that the vehicle came with a year Maintenance Plan with the vehicle purchase[ went into further discussion with Mr [redacted] , that like all warranties and service plans, there are both time and mileage limitations associated with these agreementsHis comment to me when he showed me the business card was that he "assumed" it was an unlimited mileage agreement since all the card said was a year Maintenance Plan and wouldn't I read it the same wayMy response to him was "No"I have provided you with the contract for the year Maintenance Plan that was provided to Mr [redacted] that I presume Mr [redacted] read when he signed and initialed it upon delivery of the vehicle to him on July 5, 2013, along with the Buyers Agreement and Service Contract Disclosure forms that were also signed and dated at time of deliveryI offered, at the time of the incident, to go and retrieve Mr [redacted] 's file and show him the parameters of the Certified Pre-Owned Program but he declined and got in his truck and leftAs noted on the Customer Acknowledgement Form, there is an Oil Life Monitor system in the vehicleThe maintenance intervals are based on when that reminder comes on or based on the service/maintenance schedule as noted in the customer's owner's manualThe routine maintenance is based on an every 6,mile interval or every months whichever would come firstMr [redacted] purchased the vehicle on July 5,with 4,miles on itHe returned to the dealership in September of with 7,miles on the vehicle for an oil changeThen again in November of with 10,miles on the vehicle, January of with 13,miles on the vehicle, April of with 16,miles on the vehicle, June of with 19,miles on the vehicle, September of with 22,miles on the vehicle, and then in December of with 24,miles, all for routine maintenance to be performed onlyAs you can see, this is not in conjunction with the maintenance schedule as recommended by GMBut to try to maintain good customer relations with Mr [redacted] , he was never charged for any of these services that were rendered
On Fri, Dec 4, at 4:PM, Gary S [redacted] < [redacted] > wrote:Not sure on how to respond to this, Mr [redacted] has a valid point.Bowser Nissan is a franchise of Nissan North America, we the dealer and all our personnel do not dictate what is or is not warrantableWe simply follow Nissan North America’s warranty policy’s and procedure as well as all guidelines that follow.In this case with Mr [redacted] , Bowser Nissan was under the understanding that any repairs warranty or not holda parts and labor warranty for months or 12,miles from the date of installation or purchase, whichever is earlierNot the date in witch vehicle arrived at dealerHowever we as the dealer have to follow Nissan North America’s decision.We are sorry for Mr [redacted] ’s situation.I do hope I was able to be of help in this matterThank YouGary S [redacted] Director of salesBowser AutomotiveC ###-###-####
Mrs [redacted] concern with her vehicle was with the radio and back up camera and was diagnosed to be an internal malfunction in the radio unitAs Nissan standard procedure, we ordered a replacement radio unit by the vehicles specific part numberIt is standard procedure for Nissan to ship a refurbished unit for replacementThe radio unit was replaced and Mrs [redacted] concern was corrected to Nissan standards, Unfortunately it is out of the dealers control to what Nissan considers a replacement part, how ever weather it is a new or refurbished replacement part, we made sure that Mrs [redacted] original concern was corrected and addressed
To whom it may concern:My name is [redacted] Sales Manager at Bowser I am responding to Mr [redacted] complaint in which he disputes that Bowser owes him $due to the repairs that were needed on his Chevy Silverado Mr [redacted] ’s complaint reads to me like this should be a dispute between the manufacturer and himself instead of with this dealership He states in his complaint with you, that the tuner and full exhaust was installed by this dealership My response to that claim is that this is a statementThere were no aftermarket accessories installed on this vehicle at any time while this vehicle was in our possession He also makes a claim in his statement to you, that the installed accessories on this vehicle had NO bearing on the issue that he had with the engine but that the claim was denied because it was a component on the vehicle This vehicle was service and reconditioned as all pre-owned vehicles are here at Bowser prior to all sales and at no time was there any indications that there were any mechanical problems with this vehicle We also do not know that nature of use that Mr [redacted] used this vehicle during the time between his purchase and the time of the incident There are many circumstances that could have contributed to the mechanical failure of this vehicle In conclusion, as stated earlier, this seems to be an issue that GM needs to address with Mr [redacted] not Bowser Automotive[redacted] Sales Manager
My name is [redacted] *** I am the General /Pre-Owned Sales Manager here at Bowser Automotive IncThis letter is In response to l.D [redacted] In December of when Mr [redacted] came to the dealership to have maintenance performed on his Sierra he was informed that the service was not covered by the maintenance agreement that was provided to him as part of the Certified Pre-Owned program with the purchase of his vehicleI was called to the Service Department to talk to Mr [redacted] in regards to his concernAt that point, Mr [redacted] showed me the card that Mr [redacted] provided to him that did state that the vehicle came with a year Maintenance Plan with the vehicle purchase[ went into further discussion with Mr [redacted] , that like all warranties and service plans, there are both time and mileage limitations associated with these agreementsHis comment to me when he showed me the business card was that he "assumed" it was an unlimited mileage agreement since all the card said was a year Maintenance Plan and wouldn't I read it the same wayMy response to him was "No"I have provided you with the contract for the year Maintenance Plan that was provided to Mr [redacted] that I presume Mr [redacted] read when he signed and initialed it upon delivery of the vehicle to him on July 5, 2013, along with the Buyers Agreement and Service Contract Disclosure forms that were also signed and dated at time of deliveryI offered, at the time of the incident, to go and retrieve Mr [redacted] 's file and show him the parameters of the Certified Pre-Owned Program but he declined and got in his truck and leftAs noted on the Customer Acknowledgement Form, there is an Oil Life Monitor system in the vehicleThe maintenance intervals are based on when that reminder comes on or based on the service/maintenance schedule as noted in the customer's owner's manualThe routine maintenance is based on an every 6,mile interval or every months whichever would come firstMr [redacted] purchased the vehicle on July 5,with 4,miles on itHe returned to the dealership in September of with 7,miles on the vehicle for an oil changeThen again in November of with 10,miles on the vehicle, January of with 13,miles on the vehicle, April of with 16,miles on the vehicle, June of with 19,miles on the vehicle, September of with 22,miles on the vehicle, and then in December of with 24,miles, all for routine maintenance to be performed onlyAs you can see, this is not in conjunction with the maintenance schedule as recommended by GMBut to try to maintain good customer relations with Mr [redacted] , he was never charged for any of these services that were rendered