Brower Brothers Nissan

Complaint: [redacted] I am rejecting this response because: Regards, [redacted]

Tell us why here August I purchased a vehicle from brower brothers in Rock Springs on April 20, [redacted] At the time I picked up the vehicle I was never told that they did not get the title when they gave [redacted] the checkThree weeks later when I called Arizona DMV to cancel my plates on my [redacted] , and they informed me that they had no paper work on the [redacted] I called brower’s as soon as I got off the phone and was told the title was lost and that a duplicate had been applied forThis story went on for a couple weeksThe week of June 13-17, I contacted browers and said my permit is going to expire, at first they told me I needed to go to Green River and pay for an extensionI said no this is not my problemI then talked to Christine at browers and on Friday the of June she brought me a dealer plate, in which I used for about two weeksI then called Christine and told her this plate expires on Thursday June 30, 2016, and she told me she would bring me another one, which she didI did not know that it was against the law for me to have that dealer plate on my vehicleThe middle of July I talked to [redacted] the detective in Utah at that time I found out the complete story about [redacted] ***( [redacted] ) [redacted] told me I could report this to the Consumer Protection BureauAfter talking to him I called Christine at brower brothers and told her they needed to bring me a vehicle before pm that dayShe said she would talk to Chance and about minutes later Chance called me, I told him the same thing and he said they would bring me a vehicleAt that time I told Chance that he had days to get me my title and that this had gone on long enoughI also said to Chance if you would have told me when you brought the car back from Utah, [redacted] legally I cannot let you take this vehicle until I get the title, I would have said okay, and I would still have my [redacted] In about minutes later I received the [redacted] Truck and the lady who delivered it asked me for the dealer plate, I said I was not going to give them the dealer plate until I had my title, and she said ok and went to her pick up vehicle, used her phone and leftI waited until the 4th of August to contact the Revdex.com and the State of WyomingOn August 8, I called brower brothers to speak to Chance, he was not there so I asked to talk to Christine and told her the days was up and I needed a refund or the title by August at 12pmShe told me that she would talk to chris and she would have him call meOn August 9th later in the afternoon, chris left a message on the answering machine stating that [redacted] the detective in Utah was going to give me the title within to daysI called [redacted] and asked if he was giving them the title within to days and he said no, that brower brothers could get the title if they paid the flooring company and that he did not tell them that he was going to give them the titleThe morning of August 10th chris called me and asked me if I had gotten his message and I said yes, but that they weren’t going to get the title from [redacted] and because of being lied to from the beginning that I wouldn’t believe anything until I had the title in my handAt that time chris asked me if I was going to give back the [redacted] and I said no not until I have a clear title and he hung upA little while later a Rock Springs city police officer was knocking at the door and said they needed to pick up the [redacted] chris brower was outside with them even though I had a rental agreementSo I took my belongings out of the pickup and told them to get of the propertyA few minutes later the police officer knocked on the door again and said if I didn’t give them back the dealer plate they could arrest me for stolen dealer plate, I told her to do whatever they needed to do because I am not giving the plate to anyone but Mr [redacted] from the state of Wyoming as he instructed me to doI came in called Mr [redacted] and told him that they had said they were going to arrest me for a stolen dealer plate, and he said he would contact the Rock Springs police department and let them know that I didn’t steal the plateAt this time I am waiting for Mr [redacted] to arrive in Rock Springs on August 22nd and see what transpires from that point

I followed up on the issue of the missing title everyday since my last update The finance company did release the title, though there were a few days delay from the original timeline due to an error in the paperwork sent to us by the finance company We received the title and sent it to the state of Arizona, as was requested by the customer on the date of purchase There should be no issue with the customer licencing her vehicle and title will be sent to her bank by the State of Arizona.Regarding the police visit to the customer I only requested police assistance because the customer had stated that she refused to return the vehicle we had loaned her and I wanted the situation to be peaceful When the customer refused to return the dealer plate, the police officer insisted that she turn it over I certainly did not make any threats, nor request the police officer to threaten the customer We did recover the vehicle from the customer without incident

Complaint: [redacted] I am rejecting this response because: the information stated by nissan is incorrect, nothing has been done to resolve the issue Regards, [redacted]

I wish we could do more, but, as stated previously, we already made nearly $2,in repairs at the customer's request We clearly cannot abide by his requested resolution to close the business

We purchased a specific car for the customer from a dealer in UtahWe purchased the vehicle from the dealer and sold and delivered it to the customer The dealer falsely stated to us that he had requested a duplicate title from the state of Utah, which we would have within days Shortly
thereafter, the dealer was shut down by the state of Utah and his flooring company It turned out that the dealer had dealt falsely with his flooring company and many dealers Many titles are thus held up, and this customer's title is one of those.We have been working with the dealer to get the title, then when he was shut down, we began working with the state of Utah We and the customer have been in contact with the Utah investigator who works for the Utah DMV to resolve this title issue The customer, through the investigator has filed a request to formally get the title The State of Utah has informed us and the customer that she will receive the title as soon as the case get before a judge Unfortunately he has been unable to provide us with a precise time frame.In an attempt to make the customer whole, we gave her the use of one of our new model trucks to drive while the title situation is worked out, because her temporary registration had expired A few weeks ago, the State of Utah issued the customer a temporary registration, allowing to her to legally drive her pickup t*** The state of Utah has assured us and the customer that they will extend that registration for as long as needed, until the title issue is resolved As customer can now drive her purchased vehicle with the new registration, she no longer has use of our loaner vehicle, which we retrieved yesterday.We have also pursued other avenues to get the customer title to her vehicle As of the morning of 8-9-2016, prior to receipt of this complaint, I informed the customer that the flooring company that currently possesses the title (or the lien to the title) has agreed to release the lien and title to the customer in 7-business days We continue to work towards that resolution and hope that it resolves on that timeline.We continue to work with, and customer is in contact with the Wyoming Department of Transportation and the Utah DMV to resolve this issue

Complaint: ***
I am rejecting this response because:nothing has been done to resolve the issue.
Regards,
*** ***

Complaint: ***
I am rejecting this response because: The Nissan dealership did give me the T.Vas promised so that part of my complaint has been taken care ofAs for the headrest DVD players that were promised
I do have them in my possession but the Nissan mechanics were unable to install themAnd now I will have to find someone to install them at my own cost and i'll also have to take more time away from work in order to do thisWhich also will cost me more moneyAt this point I am extremely frustrated with this whole situationthe only way I feel I will truly have my complaints resolved is if they can fully compensate me for my time and the money I will have to spend on getting theses DVD headrest installedit has already been over a months since these things were promised to me so I hope they understand my level of frustration
Regards,
*** ***

Tell us why here
August I purchased a vehicle from brower brothers in Rock Springs on April 20, *** ***At the time I picked up the vehicle I was never told that they did not get the title when they gave *** *** the checkThree weeks later when I called Arizona DMV to cancel my plates on my ***, and they informed me that they had no paper work on the ***I called brower’s as soon as I got off the phone and was told the title was lost and that a duplicate had been applied forThis story went on for a couple weeksThe week of June 13-17, I contacted browers and said my permit is going to expire, at first they told me I needed to go to Green River and pay for an extensionI said no this is not my problemI then talked to Christine at browers and on Friday the of June she brought me a dealer plate, in which I used for about two weeksI then called Christine and told her this plate expires on Thursday June 30, 2016, and she told me she would bring me another one, which she didI did not know that it was against the law for me to have that dealer plate on my vehicleThe middle of July I talked to *** the detective in Utah at that time I found out the complete story about *** ***(*** ***)*** told me I could report this to the Consumer Protection BureauAfter talking to him I called Christine at brower brothers and told her they needed to bring me a vehicle before pm that dayShe said she would talk to Chance and about minutes later Chance called me, I told him the same thing and he said they would bring me a vehicleAt that time I told Chance that he had days to get me my title and that this had gone on long enoughI also said to Chance if you would have told me when you brought the car back from Utah, *** legally I cannot let you take this vehicle until I get the title, I would have said okay, and I would still have my *** ***In about minutes later I received the *** Truck and the lady who delivered it asked me for the dealer plate, I said I was not going to give them the dealer plate until I had my title, and she said ok and went to her pick up vehicle, used her phone and leftI waited until the 4th of August to contact the Revdex.com and the State of WyomingOn August 8, I called brower brothers to speak to Chance, he was not there so I asked to talk to Christine and told her the days was up and I needed a refund or the title by August at 12pmShe told me that she would talk to chris and she would have him call meOn August 9th later in the afternoon, chris left a message on the answering machine stating that *** the detective in Utah was going to give me the title within to daysI called *** and asked if he was giving them the title within to days and he said no, that brower brothers could get the title if they paid the flooring company and that he did not tell them that he was going to give them the titleThe morning of August 10th chris called me and asked me if I had gotten his message and I said yes, but that they weren’t going to get the title from *** and because of being lied to from the beginning that I wouldn’t believe anything until I had the title in my handAt that time chris asked me if I was going to give back the *** and I said no not until I have a clear title and he hung upA little while later a Rock Springs city police officer was knocking at the door and said they needed to pick up the *** chris brower was outside with them even though I had a rental agreementSo I took my belongings out of the pickup and told them to get of the propertyA few minutes later the police officer knocked on the door again and said if I didn’t give them back the dealer plate they could arrest me for stolen dealer plate, I told her to do whatever they needed to do because I am not giving the plate to anyone but Mr*** from the state of Wyoming as he instructed me to doI came in called Mr*** and told him that they had said they were going to arrest me for a stolen dealer plate, and he said he would contact the Rock Springs police department and let them know that I didn’t steal the plateAt this time I am waiting for Mr*** to arrive in Rock Springs on August 22nd and see what transpires from that point

We have already repaired the vehicle at customer's request even though he purchased the used vehicle AS-IS

We have been in contact with the customer. Prior to receiving this complaint, we offered to give the customer a full refund upon their return of the vehicle to us. This offer for return will not be valid unless the vehicle is returned in a timely manner and will not be offered if the
customer drives more than 1,miles in the vehicle. The offer to return the vehicle is still in effect

All complaints have been resolved as per the customer's request.

Complaint: [redacted]
I am rejecting this response because:
Regards,
[redacted]

I wish we could do more, but, as stated previously, we already made nearly $2,000 in repairs at the customer's request.  We clearly cannot abide by his requested resolution to close the business.

I followed up on the issue of the missing title everyday since my last update.  The finance company did release the title, though there were a few days delay from the original timeline due to an error in the paperwork sent to us by the finance company.  We received the title and sent it to the state of Arizona, as was requested by the customer on the date of purchase.  There should be no issue with the customer licencing her vehicle and title will be sent to her bank by the State of Arizona.
Regarding the police visit to the customer.  I only requested police assistance because the customer had stated that she refused to return the vehicle we had loaned her and I wanted the situation to be peaceful.  When the customer refused to return the dealer plate, the police officer insisted that she turn it over.  I certainly did not make any threats, nor request the police officer to threaten the customer.  We did recover the vehicle from the customer without incident.

Complaint: [redacted]
I am rejecting this response because: the information stated by nissan is incorrect, nothing has been done to resolve the issue
Regards,
[redacted]

We take this and all complaints very seriously as it is our policy to try to make every customer completely satisfied.  In this case, the customer purchased a high mileage used vehicle with well over 100,000 miles.  The customer purchased the vehicle AS-IS and signed multiple documents...

clearly disclosing this.  The customer falsely states that he was given a "bumper-to-bumper" warranty on the purchase of his used vehicle.  No used vehicle is sold here, or anywhere I am aware of, with a "bumper-to-bumper" warranty.Despite the fact that this customer purchased a high mileage vehicle "AS-IS" we did our best to take care of him.  He requested a specific repair after his purchase.  We made all requested repairs which cost nearly $2,000.  After those repairs were completed, the customer requested further repairs that he had not requested previously.  We offered to perform any further work at standard rates, but he declined.  We wish we could have made the customer happy and assumed that we had, having performed so much extra work that we were not obligated to do.

We purchased a specific car for the customer from a dealer in Utah. We purchased the vehicle from the dealer and sold and delivered it to the customer.  The dealer falsely stated to us that he had requested a duplicate title from the state of Utah, which we would have within days....

 Shortly thereafter, the dealer was shut down by the state of Utah and his flooring company.  It turned out that the dealer had dealt falsely with his flooring company and many dealers.  Many titles are thus held up, and this customer's title is one of those.We have been working with the dealer to get the title, then when he was shut down, we began working with the state of Utah.  We and the customer have been in contact with the Utah investigator who works for the Utah DMV to resolve this title issue.  The customer, through the investigator has filed a request to formally get the title.  The State of Utah has informed us and the customer that she will receive the title as soon as the case get before a judge.  Unfortunately he has been unable to provide us with a precise time frame.
In an attempt to make the customer whole, we gave her the use of one of our new model trucks to drive while the title situation is worked out, because her temporary registration had expired.  A few weeks ago, the State of Utah issued the customer a temporary registration, allowing to her to legally drive her 2008 pickup t[redacted].  The state of Utah has assured us and the customer that they will extend that registration for as long as needed, until the title issue is resolved.  As customer can now drive her purchased vehicle with the new registration, she no longer has use of our loaner vehicle, which we retrieved yesterday.
We have also pursued other avenues to get the customer title to her vehicle.  As of the morning of 8-9-2016, prior to receipt of this complaint, I informed the customer that the flooring company that currently possesses the title (or the lien to the title) has agreed to release the lien and title to the customer in 7-10 business days.  We continue to work towards that resolution and hope that it resolves on that timeline.
We continue to work with, and customer is in contact with the Wyoming Department of Transportation and the Utah DMV to resolve this issue.

Tell us why here...                                         ...⇄ 15 August 2016      I purchased a vehicle from brower brothers in Rock Springs on April 20, 2016 2008 [redacted]. At the time I picked up the vehicle I was never told that they did not get the title when they gave [redacted] the check. Three weeks later when I called Arizona DMV to cancel my plates on my 2002 [redacted], and they informed me that they had no paper work on the 2008 [redacted]. I called brower’s as soon as I got off the phone and was told the title was lost and that a duplicate had been applied for. This story went on for a couple weeks. The week of June 13-17, 2016 I contacted browers and said my permit is going to expire, at first they told me I needed to go to Green River and pay for an extension. I said no this is not my problem. I then talked to Christine at browers and on Friday the 18 of June she brought me a dealer plate, in which I used for about two weeks. I then called Christine and told her this plate expires on Thursday June 30, 2016, and she told me she would bring me another one, which she did. I did not know that it was against the law for me to have that dealer plate on my vehicle. The middle of July I talked to [redacted] the detective in Utah at that time I found out the complete story about [redacted]. ([redacted]). [redacted] told me I could report this to the Consumer Protection Bureau. After talking to him I called Christine at brower brothers and told her they needed to bring me a vehicle before 3 pm that day. She said she would talk to Chance and about 15 minutes later Chance called me, I told him the same thing and he said they would bring me a vehicle. At that time I told Chance that he had 30 days to get me my title and that this had gone on long enough. I also said to Chance if you would have told me when you brought the car back from Utah, [redacted] legally I cannot let you take this vehicle until I get the title, I would have said okay, and I would still have my 2002 [redacted]. In about 30 minutes later I received the [redacted] Truck and the lady who delivered it asked me for the dealer plate, I said I was not going to give them the dealer plate until I had my title, and she said ok and went to her pick up vehicle, used her phone and left. I waited until the 4th of August to contact the Revdex.com and the State of Wyoming. On August 8, 2016 I called brower brothers to speak to Chance, he was not there so I asked to talk to Christine and told her the 30 days was up and I needed a refund or the title by August 10 at 12pm. She told me that she would talk to chris and she would have him call me. On August 9th later in the afternoon, chris left a message on the answering machine stating that [redacted] the detective in Utah was going to give me the title within 7 to 10 days. I called [redacted] and asked if he was giving them the title within 7 to 10 days and he said no, that brower brothers could get the title if they paid the flooring company and that he did not tell them that he was going to give them the title. The morning of August 10th chris called me and asked me if I had gotten his message and I said yes, but that they weren’t going to get the title from [redacted] and because of being lied to from the beginning that I wouldn’t believe anything until I had the title in my hand. At that time chris asked me if I was going to give back the [redacted] and I said no not until I have a clear title and he hung up. A little while later a Rock Springs city police officer was knocking at the door and said they needed to pick up the [redacted] chris brower was outside with them even though I had a rental agreement. So I took my belongings out of the pickup and told them to get of the property. A few minutes later the police officer knocked on the door again and said if I didn’t give them back the dealer plate they could arrest me for stolen dealer plate, I told her to do whatever they needed to do because I am not giving the plate to anyone but Mr. [redacted] from the state of Wyoming as he instructed me to do. I came in called Mr. [redacted] and told him that they had said they were going to arrest me for a stolen dealer plate, and he said he would contact the Rock Springs police department and let them know that I didn’t steal the plate. At this time I am waiting for Mr. [redacted] to arrive in Rock Springs on August 22nd and see what transpires from that point.

I followed up on the issue of the missing title everyday since my last update.  The finance company did release the title, though there were a few days delay from the original timeline due to an error in the paperwork sent to us by the finance company.  We received the title and sent it to the state of Arizona, as was requested by the customer on the date of purchase.  There should be no issue with the customer licencing her vehicle and title will be sent to her bank by the State of Arizona.Regarding the police visit to the customer.  I only requested police assistance because the customer had stated that she refused to return the vehicle we had loaned her and I wanted the situation to be peaceful.  When the customer refused to return the dealer plate, the police officer insisted that she turn it over.  I certainly did not make any threats, nor request the police officer to threaten the customer.  We did recover the vehicle from the customer without incident.