Brown's Fairfax Nissan

The terms of the transaction were explained to the client in writing at the time of the sale which is evident on the documentation which he read and signed. The terms were then explained and documentation reviewed with the customer post sale.
Since this occurred the customer sent this email to...

our employees:
From: [redacted] [mailto:[redacted].com]
Sent: Monday, March 23, 2015 7:10 PM
To: Monir H[redacted]
Subject: How to [redacted] your customer without explaining them
Monir,
Did you parent send you to school so you can [redacted] people without explaining them how you gonna [redacted] them?
You did not explain me my credit terms!
Remember, you just told me that my monthly payments were going to be $325!
an Interest based credit that took me a while to understand!
Monir, I wish you and that sm manager of yours the worst in life, I hope you will loose parents, kids or anybody you love in the worst way possible! [redacted] you, Mustafa and your dealer ship!
[redacted] account below:
Based on the tone of this email from the customer and in the interest of the safety of the employees we would prefer not to have further communications or contact with him.

[redacted] is no longer with us. We would like to inspect the product that was installed. Mustafa N[redacted], General Sales Manager is reaching out to the customer to see if we can resolve their concerns.
Aaron S[redacted]
General Manager

It does not seem that we will agree regarding reimbursement on the part. We are not inclined to oblige this request to reimburse him for the part in question.
We have spent time reviewing state inspection guidelines and are focused on ensuring every vehicle that is inspected is done so with the safety of the owner in mind. We are focused on providing the best possible customer service we can and hope to continue to improve.

I have responded to this complaint through another agency already. Our position has not changed. Although the experience was not desirable for the customer and it has prompted me to focus on continued efforts to improve customer service as always we do not feel anything happened during the visit...

to our store that would have caused the rotors to fail inspection. We do not feel we are responsible for the failure of the part or the cost of the replacement.

Review: Car came in for Regular Mileage Routine Points Check, informed the Service Engine Light came on after getting gas.

They did maintenance we paid for services and left, light came back on; this happened more than several times each time we paid for what they said it was to fix it.

We were assured by the service representative it would be fixed easily because the car had been serviced on time by them all the time I'd had it.

We began to become suspect when we had to keep bring it back and the service representative told us it was a Fuel Sensor of which they had repaired before, and wanted to charge us again, we reminded them you replaced that already. We came, paid and returned and was inconvenienced so much, my husband when to the manager of the facility, and explained our dilemma that the service was not as we were told, and unsatisfactory. The 3rd or 4th time there after paying. Mr. S[redacted] was called on for a remedy; he consulted with us we paid and additional $500 plus dollars, and he guaranteed the vehicle would be fixed properly. The service representative back it and stated we have the best mechanics; Master Mechanics and diagnostics equipment and they know what they are doing, rest assured we will get it fixed this time, trust us, we followed through did not hear anything for a while to the point we called, the representative said you can come pick your car up, I was happy, I said so the light is off for good this time he said "well no", my husband said let the manger know that the light is still on you have not fixed it and get back with us, we paid as agreed with Mr. S[redacted], and was guaranteed it would be fixed this time. My husband instructed me to pick it up, then he said leave no leave it so they can fix it properly. Steve said no you have to have an appointment, my husband said can't you fix it while you have it; he said no we have to give you an appointment, my husband said we will bring it tomorrow; he said I will have to give you a call when we can get it back in, that is the last we heard, they never contacted us.Desired Settlement: Brown Nissan ignores us, we have followed through on their instructions, even the facility manager's agreement and we paid again. It is felt that it is evident that Brown Nissan has not provided satisfactory service, or follow through on their agreement and fail to be compliant to their own company's goal and mission. If is felt that they should repair the my vehicle the one they have serviced every since I have had it. See the billing statements we have paid from Brown's Nissan, it states and I Quote "Our Service Department has 3 priorites" they list them 1., 2, and 3. Number 2. is "To fix your Nissan right the right the first time, every time!" They did not, and we should not be held financial accountable this time for their failure, we patiently gave them more then several times to get it right, and we paid each time. My husband and I have served every individual in the U.S. in the Military and Government Services, we were and are not allowed to fail over and over again on our jobs in serving Brown's Nissan of [redacted] when we serve and defend their families, they get the best as a result of our training and we would appreciate the same. We need an Alternative Dispute Resolution; a non-bias party; we are willing to do Mediation if this fails then we want 1st Stage Informal Arbitration, if this fails then Formal Arbitration for remedy. Brown's thinks we should pay again, which is highly illogical and and are not trying to negotiate anything opposite their view.

Business

Response:

To Whom It May Concern,

The vehicle is a 2004 Nissan [redacted] with 120,000 miles. They have been in for a total of five times regarding the check engine light based on service history. Three of the five visits were just diagnosis as the customer declined repair. On the other visits we have replaced the air fuel ratio sensor on 03/14/14 and the Engine control module on 03/28/1. On the last visit for the check engine light on 04/02/14 we diagnosed and found the fuel injectors faulty. The customer declined repair We offered, out of good will, to only charge parts, and we would cover the labor. Steve P[redacted] will continue to honor that offer.

The check engine light is connected to thousands of parts in the car. Each time it has come on the diagnostic computer has read a different code and a different part. The repairs are not connected. The car is aging and growing in miles. It is not uncommon for repairs to mount up after 10 years and over 100,000 miles. We will continue to try and reduce the cost of repairs as needed for the customer.

Consumer

Response:

I am rejecting this response because: I will have to fax the service reports and payment records. Brown has serviced this auto for the whole time of ownership, all service checks kept at the time due. We compromised before, and did what they asked and it still did not work, when will they? Steve P[redacted] said due to this whatever was causing the service light should not be anything much cause I always maintain all service and performance checks as they were due. I have maintained all service records of the complaint incident, and "there was no history of the service light being on continuously on until now", and after Nissan servicing what they said it was each time, and we paid, it went out the first time and before we got home it came back on we called them and returned the vehicle, and again and again, it stayed on each time after they serviced it cannot be explained away, you are expected to service the product(s) you sell and service. I simply want my vehicle serviced satisfactorily. We fixed everything they cited at our expense several times, it seems they should not with the Master Mechanics and diagnostics equipment he assured us of should not have to go through guess work time after time and this time expect us to pay. It is in writing on Brown's own service agreement to "Fix your car right the first time, everytime." We were patient and have been there several or more times, and have been valued customers, it is felt it is Nissans time to assume the finances this time, after we will continue maintenance just as before. I have not had problems with them before this time they did not give the best service, face it it happens but should not be at our expense. [redacted]

I am rejecting this response because: Brown has serviced this auto for the whole time of ownership, all service checks kept at the time due. Steve P[redacted] said due to this whatever was causing the service light should not be anything much cause I always maintain all service and performance checks as they were due. I have maintained all service records of the complaint incident, and there was no history of the service light being on continuously until now; and after them servicing what they said it was each time and it staying on each time after they serviced it cannot be explained away. We trusted them as they ask us, it appears we need a non-bias mediator or arbitration this time. They did not call for a while so I did, he said your car is ready, I asked is the light off; he said no. When I picked the auto up and the light was still on I asked could I leave it there while it was there. Mr. P[redacted] said no you will need an appointment, I ask for the next day, he said it does not work like that you will need an appointment, my husband said put it up, Steve said he would call after he checked for availability and never did, so I am seeking a non-bias party to intervene. We are a Military family and give or all for everyone's defense, we could not performed hit or miss in our duties.

Regards,

Claude And Gracie Davis

Business

Response:

---------- Forwarded message ----------

From: [redacted]<[redacted]>

Date: Thu, Nov 6, 2014 at 10:30 AM

Subject: Fwd: Complaint ID [redacted] Trying To Settle With Nissan Service and Costs

To: [redacted] <[redacted]>

I wanted to make sure your received the email from me explaining the last time I spoke with the business, they declined to participate in any mediation/arbitration with this consumer. See Nov. 4th email below.

Review: Brown's Nissan Fairfax is advertising multiple 2012 vehicles on their website that they do not have and have not had in their inventory for quite a long time. They will not honor those prices on 2013 models.Desired Settlement: Honor pricing for the 2013 models

Business

Response:

I will look into this straight away! normally the website updates happen daily but there are circumstances when for one reason or another a vehicle can remain on the site a week or so afterward. I would love to hear from the customer regarding specifics.

General Manager

###-###-####

Review: Travelled from connecticut to virginia to buy vehicle at browns fairfax nissan. Part of the sales deal.

1. 4 oil changes (2 of them include tire rotations) - package comes with the warranty from the dealership.

2. 1 year of free oil changes after that to be valid at any nissan dealership in the country.

Immediately after the purchase, the 4 oil changes in the nissan system were cancelled and was informed that the 1 year free oil change was only valid at their location in fairfax and not anywhere else.Desired Settlement: 1. Enable the 4 oil changes (including the tire rotation) back into the nissan system and make them valid for 1 year from now (tried many times to contact them and they never responded in the last 6 months).

2. Provide a 1 year free oil change after that at Nissan dealership in [redacted], CT.

Business

Response:

We are giving the customer what he is requesting. We have been in contact with him already.

Review: I purchased a vehicle from Brown's Fairfax Nissian on 9/27, along with the Carefree Car Protection, GAP, and [redacted] protection plans. On 10/14, I sent an email(through their website) to the dealership asking to cancel the protection plans. I sent another email on 10/15. I visited the dealership on 10/16 and spoke with [redacted], who informed me that [redacted], finance director, as on vacation and would return on 10/19. I sent another email on 10/22 (3rd attempt) and still no response. Emails below: __________________________________________________________________________Subjec...⇄ Need to Cancel Protection Plan (s)-([redacted])------------------------From: [redacted]Date: Tue, Oct 15, 2013 at 1:27 PMTo: [redacted]Cc: [redacted]Hello [redacted], I purchased a 2005 BMW 525i ([redacted]) from Brown's Nissian in Fairfax on 9/27. I also purchased the Carefree Car Protection, GAP, and [redacted] protection plans. I need to have these three plans canceled as soon as possible. I have spoken with [redacted] and [redacted], who both informed me that the dealership has to cancel them and issue me a check. I sent an email (via Brown's website) on yesterday 10/14 to inquire about the process to have the protection plans canceled and have not received a response. Can someone please let me know what I need to do to ensure that these plans are canceled?_______________________________________________________________________...⇄ Email sent on 10/14 via Brown's Nissian websiteHello,I need to have the following protection plans canceled as soon as possible on my vehicle I purchased from Brown on 9/27. (VIN-[redacted]). I have lost my job and will need to try to sell the car. Please let me know the process to have the following protection plans canceledDesired Settlement: I would like for Brown's Nissian to cancel the Carefree Car Protection, GAP, and [redacted] protection plans I purchased for the car and send the refund/check back to [redacted] financing company.

Business

Response:

My understanding is that this has been resolved. The customer signed a new contract without the items she wanted to cancel and that new contract replaced the original. If this is not the case please let me know and I will investigate further.

Consumer

Response:

[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.]

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

I was able to sign a new contract under new terms by removing the items I did not want. The company was nice enough to send a representative to my home to have the new contract signed and I really appreciated them going out of their way.

Regards,