Brenner Family Of Dealerships

Attached you will find the documents that pertain to the repair in questionAs you can see, the customer had the vehicle diagnosed somewhere else and he states on the night drop envelope for us to replace the valve body in the transmissionOur repair order clearly states that we are not liable if
the part in question does not fix the vehicle because we never diagnosed the vehicle.This is a special order part that cannot be returned therefore we cannot send the part backIf we would have diagnosed this vehicle and suggested a replacement of a part and if that part did not fix the issue we would stand behind our repairs, however we never performed a diagnoses because the customer took it someplace else.We are unable to credit the customer for the part.Abdul M***

----- Forwarded message ----------From: Ray D***Date: Tue, Dec 29, at 10:AMSubject: #*** *** ***To: ***@myRevdex.com.orgCc: Abdul M***
Good Morning! I have sent *** *** an E-mail this Morning in hopes to address her ConcernRay D***
Sales Manager
Brenner Pre-Owned
*** *** **
Harrisburg, Pa ***
###-###-####
-------- Forwarded message ----------From: Ray D***Date: Tue, Dec 29, at 10:AMSubject: *** ***To: ***@***.netCc: Abdul M*** , ***@myRevdex.com.org
Good Morning ***! Please give me a call in regards to your TPMS light issue ###-###-####
Ray D***
Sales Manager
Brenner Pre-Owned
*** *** **
Harrisburg, Pa ***
###-###-####

I have researched this complaint and this is what I have found out. In regards to [redacted]’s letter there was nothing brought to my attention or the sales persons attention in regards to the TPMS light being on in the vehicle when purchased. We were notified around 11/5 when she returned to the...

dealership with her rim and tire destroyed. She demanded a new tire and rim at the time. I informed her letting her know that this was not covered under her warranty. I offered to assist her by referring her to our service department at our [redacted] location. She did not take me up on the offer to refer her to our [redacted] location. We later found out that she posted derogatory statements on our [redacted] page. I then reached out to her again with no response from [redacted]. Please let me know if you have any additional questions. I look forward to working with you to get this resolved.Ray D[redacted]

You are absolutely subtracting the amount of you trade twice.Once from your payoff amount.Again from your amount financed.The numbers on the contract are correct.Scott F[redacted]

To Whom it May Concern,We are aware of the paper work concerns the customer had. We have been in touch with the customer and she has received her paperwork. We strive very hard to maintain a high level of Customer Satisfaction.Scott F.General Manager

Good...

morning,Thank you for giving us the opportunity to resolve this complaint.  The file was pull and reviewed. The service manager called and spoke to the customer on 2-3-2016 reviewed repair history. Customer stated happy with conversation with manager. Ordered parts needed for the recall and waiting for customer to let us know when they can bring their vehicle in for a road test and repair. We will provide a rental for that day.Thank you

To whom it may concern,This letter is in reference to Revdex.com complaint ID [redacted] and all subsequent letters sentto our dealership. The customer and his vehicle have been to our repair facility as indicated onthe supplied invoices stated by the customer. The customer supplied all of the aftermarketparts for work that was performed on his vehicle, this included the brake and clutch parts. Toprovide excellent customer service, our service department will install aftermarket parts at therequest of our customers, however, this customer has been informed on numerous occasionsthat Brenner Nissan CANNOT guarantee or warranty the use of such aftermarket supplied partsor the labor to install these parts. The parts that were supplied, especially the clutch andclutch parts, were aftermarket performance parts of an unknown manufacture and failedprematurely due to the low quality of these parts and now have been determined wereINCORRECT for the customer's own vehicle by another repair facility. This responsibility totallyfalls on the customer. In addition, the vehicle is abused and used as a race vehicle which alsocontributes greatly to the failure of these parts. As a goodwill gesture, Brenner Nissan providedthe customer with a $100 labor discount and a complimentary FREE vehicle detail on 9/23/14RO [redacted]. On 10/3/14-[redacted] Brenner Nissan performed a front end alignment andbuffed scratches off of the hood as a goodwill gesture and at NO CHARGE to the customer. Onbuffed scratches off of the hood as a goodwill gesture and at NO CHARGE to the customer. On10/24/14-RO6286739, Brenner Nissan made adjustments to the customer's aftermarket clutchslave cylinder and again bled the clutch hydraulic system with different clutch fluid supplied bythe customer, again, this was performed at NO CHARGE to the customer. On 11/4/14RO6287369, the customer returned with another problem diagnosed as an internaltransmission problem. The customer declined any further repairs. As stated before, BrennerNissan cannot guarantee or warranty the use of any aftermarket parts. If the customer hadselected to use Genuine Nissan Parts purchased through our parts department, Brenner Nissanwould have guaranteed and warrantied 100% of the parts and labor for the repairs. BrennerNissan is willing to work with the customer and replace these faulty aftermarket parts to ensurethe vehicle is operating properly. Brenner Nissan cannot and will not reimburse the customerany prior labor paid to install these aftermarket parts or reimburse the cost for replacing thesefailed aftermarket parts by another facility.Service ManagerBrenner Nissan

[redacted],
The customer has been attended to in the service department. To date we have not been able to reproduce the issue, we have been in touch with [redacted] to make sure the latest computer updates have been installed in the vehicle. We are aware she has taken the car to other dealers and they...

have yet to find or reproduce the complaint. We will continue to honor the manufacturer warranty and will service the car as necessary..
Scott F[redacted]
General Manager
Brenner [redacted]

The contract is correct. The customer was in today and I explained numerous times how the numbers were arrived at. It is 100% accurate and the customer is misinformed about the numbers.  Scott F[redacted]

To whom it may concern,
This letter is in reference to Revdex.com complaint ID [redacted]. The customer and his vehiclehave been to our repair facility as indicated on the supplied invoices stated by the customer.The customer supplied all of the aftermarket parts for work that was performed...

on his vehicle,this included the brake and clutch parts. To provide excellent customer service, our servicedepartment will install aftermarket parts at the request of our customers, however, thiscustomer has been informed on numerous occasions that Brenner Nissan cannot guarantee orwarranty the use of such aftermarket supplied parts or the labor to install these parts. Theparts that were supplied, especially the clutch and clutch parts, were aftermarket performanceparts of an unknown manufacture and failed prematurely due to the low quality of these parts.in addition, the vehicle is abused and used as a race vehicle which also contributes greatly tothe failure of these parts. As a goodwill gesture, Brenner Nissan provided the customer with a$100 labor discount and a complimentary FREE vehicle detail on 9/23/14-[redacted]. On10/3/14-[redacted] Brenner Nissan performed a front end alignment and buffed scratches offof the hood as a goodwill gesture and at NO CHARGE to the customer. On 10/24/14–RO6286739, Brenner Nissan made adjustments to the customer's aftermarket clutch slavecylinder and again bled the clutch hydraulic system with different clutch fluid supplied by thecustomer, again, this was performed at NO CHARGE to the customer. On 11/4/14-[redacted],the customer returned with another problem diagnosed as an internal transmission problem.The customer declined any further repairs. As stated before, Brenner Nissan cannot guaranteeor warranty the use of any aftermarket parts. If the customer had selected to use GenuineNissan Parts purchased through our parts department, Brenner Nissan would have guaranteedand warrantied 100% of the parts and labor for the repairs. Brenner Nissan is willing to workwith the customer and replace these faulty aftermarket parts to ensure the vehicle is operatingproperly. Brenner Nissan cannot and will not reimburse the customer any prior labor paid toinstall these aftermarket parts or reimburse the cost for replacing these failed aftermarketparts.Sincerely,Kristopher K[redacted]Service ManagerBrenner Nissan

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution...

is unsatisfactory to me. 
They business had somehow used my credit information from a 2014 application and attached ithe credit information to the November 2015 loan pplication for [redacted] , without my consent,  they have checked my credit thru several banks  for her loan ,  they had no right to do so as she is no longer married to my son or my daughter in law . I am not happy with that and will send to my attorney . 
Regards,
[redacted]

To whom it may concern,This letter is a response in reference to Revdex.com complaint ID#[redacted] on behalf of myself ([redacted]). In this response I will be addressing discrepancies found in Brenner Nissan's apposing statement. I feel I was lied to by the maintenance dept. at dealership (Brenner Nissan) about the issues I was and am still having with my vehicle. I was told that the coils were bad which was causing a misfire in the engine. After the car was tested, I was told the bill would be $474 for parts and labor because my warranty would only cover "transmission" problems. I was not in agreance with this, so I refused to bring my vehicle back until further notice. During the waiting period, the dealer had ordered parts to fix the car still under the same conditions of $474 parts/labor. This left a $103 "outstanding" bill for just the cost of parts because no labor was performed. After re-reading my Buyer's Edge warranty during this same waiting period, I discovered that not only does it cover transmission issues, but engine issues are covered as well. After doing some research of my own, I discovered that the issue is with my transmission. My car will not drive past 1st gear and I am now stuck with a car that will only go 20 mph. I have had the car for only a year and feel I should not be having transmission issues this soon. I then contacted the dealer again asking them to honor my warranty. They told me because I never brought my car back, missed maintenance dates, and had an outstanding bill, that the warranty was invalid. To try and level with them, I even agreed to pay the "outstanding" bill of $103 for parts ordered if they honored my warranty. As a result I got no cooperation. Just stuck with a lemon car and a fabricated diagnosis. I believe an improper diagnosis was intentionally performed in order to persuade me the customer not to enforce the dealership to honor it's Buyer's Edge warranty which covers engine and transmission problems (see attached Buyers Edge doc for further details).
DISCREPANCIES:1. The dealer argues that I missed dates in which the vehicle must be "serviced as recommended by your manufacturer in the owner's manual." This must happen in order to "keep this contract valid." The dealer told me to bring the car in for servicing every 7,500 miles while the owner's manual states every 10,000 miles. According to the service invoice sent from the dealer, I brought my car in at an estimated 88,000 miles. However, the letter they sent says 81,000 miles.  In my opinion, this spells "FAULTY." The odometer on my car now reads over 90,000 miles, which if we judge based on what the invoice says, would still make my Buyer's Edge warranty valid. (for details view attached documents)
2. believe Brenner Nissan sold me a lemon car. The owners's manual shows time stamped service maintenance dates in which we now know it recommends service every 10,000 miles. The first four (10,000-40,000 miles) services are free. Looking closely at the time stamps, the owner's manual shows that at 30,000 miles, and 50,000 miles- 70,000 miles service dates were skipped. I purchased the vehicle with about 74,000 miles on it. It's safe to assume that my transmission is now giving me major trouble in such a short time frame because the dealer sold me a vehicle that had not been properly serviced. This gradually grew into a bigger problem. Which is now a problem the dealer refuses to fix. (for details view attached documents) As a result of this whole ordeal, I have trouble getting to work and my stress level is high. I reside in Harrisburg, PA, but work all the way in York, PA. As I mentioned before I am new to Pennsylvania and do not know too many people who can consistently accommodate me with transportation. I just want Brenner Nissan to honor my warranty by fixing my vehicle so that I can get to work accordingly.
Thank You.

[redacted]...

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

9/11/14Dear [redacted],
This letter is in response to Revdex.com claim ID [redacted] concerning one of our customers by the name of [redacted], The customer is correct in that we replaced the CVT transmission assembly under warranty on his [redacted]. On the same visit, we also...

performed three open recalls on his vehicle. The vehicle also had numerous mechanical problems that were noted and recommended to the customer. The customer did call in and state that his A/C was not working after we repaired his vehicle. We immediately diagnosed the concern and the problem was that the A/C compressor clutch had failed. The customer sent an email to our dealership on 8/17/14 and I responded to him on 8/19/14 (enclosed). The vehicle was originally towed in and I stated to him that we were unsure if the A/C worked at that time and that I believe that the problem was purely coincidental and that we did not remove any air conditioning components to replace the transmission. In my email to the customer, I apologized for the coincidental problem and immediately offered free labor to replace the A/C compressor, the customer would be responsible for the price of the part. I did not receive any response from the customer to my email on 8/19/14.On 9/4/14 the customer showed up with no appointment requesting that the A/C compressor be replaced and that the vehicle was not starting due to the compressor. We diagnosed the concern and found that the compressor clutch hub locked up causing the no start condition. I called the customer for approval and still honored the offer of free labor to replace the compressor. We also diagnosed the check engine light and low tire pressure light for him at no charge. The customer authorized us to replace the compressor and serpentine belt and declined the other repairs. The A/C system was repaired and the vehicle was road tested by my technician and quality control checked by myself. The customer paid for the parts and his total was $738.52. The customer picked his vehicle up and soon after called and stated that his vehicle was not starting properly. I offered him to bring the vehicle back for us to check as soon as possible. The customer declined and said he would call. The customer returned on 9/6/14 and we diagnosed the starting problem and found the starter had failed. This problem was a result of the locked up A/C compressor, this in turn caused excessive stress on the starter motor and resulted in failure.
The customer wanted the starter replaced at no charge blaming us for the failure. The customer drove the vehicle for over 2 weeks knowing that the compressor needed to be replaced and I believe this caused the damage to the starter. I will offer a 10% discount on parts and labor to replace the starter assembly,
If you have any further questions, please contact me directly.Sincerely,
Kris K
Service Manager

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
 Complaint: [redacted]
I am rejecting this response because:I do not accept their response as I am the one driving a vehicle that randomly will not get out of first gear.
Regards,
[redacted]

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because: There is no internal transmission issue.  As stated earlier, the transmission is fine.  Brenner technician destroyed a new clutch with INFERIOR install method as outlined by [redacted].  The incorrect rotors that should never have been installed last Feb by Brenner have now so deteriorated the brake pads their stopping action has been compromised and my dash board is lighting up with error lights and the Anti Lock Braking pump continued to run after the car was turned off.  Had I not disconnected the battery on Jan 16th, the ABS motor would have continued to run and the battery would be dead.   Brenner continues to side step issue and make FALSE statements regarding my character, a critical flaw in the debate arena.  Their activity is FRAUDULENT and NEGLIGENT.  Luckily I have just enough knowledge to know that what they did is UNETHICAL and DESPICABLE.  I truly feel sorrow for the others that would not have known enough to recognize these HORRIBLE service and business practices. 
Regards,
[redacted]

I have been in communication with [redacted] and we have come to an agreement that is satisfactory with her.Scott F[redacted]
*

----- Forwarded message ----------From: Ray D[redacted]<[redacted]@brennerfamily.com>Date: Tue, Dec 29, 2015 at 10:09 AMSubject: #[redacted]To: [redacted]@myRevdex.com.orgCc: Abdul M[redacted] <[redacted]@brennerfamily.com> Good Morning! I have sent [redacted] an E-mail this Morning in hopes to address her Concern.Ray D[redacted]Sales ManagerBrenner Pre-Owned[redacted]Harrisburg, Pa [redacted]###-###-####-------- Forwarded message ----------From: Ray D[redacted]<[redacted]@brennerfamily.com>Date: Tue, Dec 29, 2015 at 10:00 AMSubject: 2010 [redacted]To: [redacted].netCc: Abdul M[redacted] <[redacted]@brennerfamily.com>, [redacted]@myRevdex.com.orgGood Morning [redacted]!  Please give me a call in regards to your TPMS light issue ###-###-#### Ray D[redacted]Sales ManagerBrenner Pre-Owned[redacted]Harrisburg, Pa [redacted]###-###-####

Complaint: [redacted]
I am rejecting this response because:
------ Forwarded message ----------From: Revdex.com of Metro Washington DC<[email protected]>Date: Fri, May 29, 2015 at 10:39 AMSubject: Fwd: You have a new message from the Revdex.com of Metro Washington DC & Eastern Pennsylvania in regards to your complaint #[redacted].To: [redacted] <[redacted]@myRevdex.com.org>
---------- Forwarded message ----------From: [redacted] <[redacted].com>Date: Wed, May 27, 2015 at 5:45 PMSubject: Re: You have a new message from the Revdex.com of Metro Washington DC & Eastern Pennsylvania in regards to your complaint #[redacted].To: [email protected] I stated previously, I am willing to pay the balance of $103 with an agreement that my warranty will be honored.  My car has been down for a significant portion of time now.  I just need it fixed under the warranty I was promised.  
Regards,
[redacted]

I have researched this complaint and this is what I have found out. In regards to [redacted]’s letter there was nothing brought to my attention or the sales persons attention in regards to the TPMS light being on in the vehicle when purchased. We were notified around 11/5 when she returned to...

the dealership with her rim and tire destroyed. She demanded a new tire and rim at the time. I informed her letting her know that this was not covered under her warranty. I offered to assist her by referring her to our service department at our [redacted] location. She did not take me up on the offer to refer her to our [redacted] location. We later found out that she posted derogatory statements on our [redacted] page. I then reached out to her again with no response from [redacted]. Please let me know if you have any additional questions. I look forward to working with you to get this resolved.Ray D[redacted]