Bruce Titus Automotive Group Inc

Mr***,Thank you for returning my call the other day. I have talked with our Corporate office and your refund check was mailed out 09/10/I apologize for the delay.Check number *** for $2,653.63.Please call me if you have any other concerns.John (JB) B***General ManagerBruce
Titus Olympia Nissan*** *** ***

Dear *** ***:
In response to Mr***’s Revdex.com complaint dated 12/04/2016, Olympia Nissan would like to provide the following informationMr*** came in for an oil change and filter service on 06/01/At this time Olympia Nissan had a technician remove the oil filter and oil
drain plug, replace the oil filter and drain plug and install new engine oil. When this service is performed, it is our shop policy to start the vehicle and let the engine run for - seconds before rechecking the engine oil and inspecting for any engine oil leaking from the new filter or drain plugIf no leaks are found and the oil is set at the required proper factory level, the car is then sent out for a car wash and returned to the customer
This is the process for every oil change service we perform at Olympia NissanThis is the process that was performed on Mr***’s Nissan 300ZX on 06/01/
In the complaint, Mr*** states that either “The oil filter must have been left loose and fallen off”. Based on our experience if that were the case, one of the following would have occurred:
1. If the oil filter was left off of the vehicle as Mr*** is stating, qts of oil would have runout on the shop floor before the vehicle could have left the service shop
2. If the oil filter was left loose as Mr*** is also stating, then oil would have sprayed out from the between the oil filter and the oil filter housing on vehicle start up causing quite a mess, oil smell and smoking from the oil spraying onto the exhaust and engine assemblyThis would have also happened while the 300zx was still in the service shop
3. If the oil filter was left loose and worked its way off while Mr*** was driving his Nissan 300zx, then his oil light or oil gauge would indicate that there was some type of an issue and Mr*** would have had more than enough time to pull over and turn the vehicle off to prevent further engine damage. The oil would have also sprayed out under high pressure and this would have caused a burning oil smell, smoke and quite a mess from the spraying oil both under the 300zx and in the engine compartment
We have advised Mr*** months ago that he needed to contact his insurance company and file a claim with them if he was unsure how the oil filter was missing from his Nissan 300zxAs of today we have had no contact from Mr***’s insurance company
As for Mr***’s statement that we agreed to replace his engine in the Nissan 300zx, Olympia Nissan will always stand behind the automotive repairs and services performed in our shop if we feel that we are at fault with the work performedIn this case, we feel that the missing oil filter and the damage to Mr***’s Nissan 300zx is not the responsibility of Olympia NissanIf Mr*** would like his automotive insurance company to contact me, I would be more than happy to meet with them and review our findings
Sincerely,
Kirk S***
Service Director, Olympia Nissan

While customer satisfaction is one of our top priorities, we also do not believe in creating a hostile work environment for our employees. Ms*** has called our employees inappropriate names and many have asked not to be forced to work with her. She has also made false
accusations that we were violent to her car as retaliation for bringing her car in for repairs. We sincerely tried to help Ms***, but based on how she has treated our employees we’ve decided it is best if she were to choose another service center. At this point, we’d recommend Ms*** tries one of the following dealerships for her future repairs Tacoma Dodge STacoma Way Tacoma, WA I-Chrysler Jeep Dodge Ram Fiat NW State Ave Chehalis, WA Gillis Auto Center W Hulbert Rd Shelton, WA Larson Dodge NMeridian Ave Puyallup, WA If Ms***’s car is still under warranty, then she can go to any Chrysler, Jeep, Dodge, Ram dealership in the country and have the vehicle repaired. Daniel R*** / CFOBruce Titus Automotive Group

ID: ***We have set up two appointments with Mr*** to meet and discuss the issue and he did not show up for either one.We are happy to discuss this matter and come to an agreeable solution.Mary B*** / GMOlympia Chrysler JeepBruce Titus Automotive Group

I am sorry that the customer feels this way.
*** spoke to us over the phone about the vehicle before coming to the dealership. The paint issues were disclosed to *** at this time. We did not hide anything and gave her all the time to review the vehicle upon
arrival at the dealership
The vehicle was aggressively priced due to the paint issues and the customer understood that
We consummated the dealWe will not rescind the contract
Due to the aggressive pricing of the vehicle, we will not pay to have it repainted
John (JB) B***
General Manager
Bruce Titus Olympia Nissan

Complaint: [redacted]I am sorry, but during my conversation withMr B[redacted] I did not hear anything that sounded like an apology; I’m sorry but Ineed to ask at which point an apology came.During our phone conversation Mr B[redacted] saidhe “went over the tapes” and so was going to refund the money for the handcontrols that was promised to me. I am curious which tapes those were. The onlytime I was told I was being taped was in Mr A[redacted] office, where I sat tosign the contract for the car. Mr A[redacted] said that since the salesman and I hadworked something out about the hand controls, and nothing about the hand controlswas going into the contract, he had nothing to do with it.Before my dad and I went into Mr A[redacted]office, waiting for whatever we were waiting for, we were seated at a table inthe middle of the floor. Were we being taped there, without our knowledge? At the conclusion of my phone conversationwith Mr B[redacted], I learned that I was going to be paid the money for the handcontrols that I was promised, and that I could bring my car to the dealershipto be washed (the salesman had promised detailing). The salesman had promised a full tank of gas, I said I’d let the half-tank of gas I was owed go. When we hung up, I assumed Mr B[redacted] was still working on the following concerns about/promisesmade by Olympia Nissan. But since I did not hear from him again, and based onhis reply to my Revdex.com complaint, it appears he either didn’t read my letter &Revdex.com complaint or he is perhaps ignoring them.I have asked Olympia Nissan several times 1) why my car wasn’tat [redacted]) when it was supposed to be (on Tuesday am& then pm), 2) why there were an extra 60-plus miles on it, and 3) why wasmy car driven somewhere without my consent or knowledge. Accordingly, becausemy car was not at [redacted] on Monday or Tuesday morning and afternoon, [redacted] was unableto finish my car until Friday. As I was without transportation from Tuesday-late Friday and Olympia Nissan promised that I would be compensated for this. Localcar rentals run between $50-150/day. Until I have an explanation and the promised compensation, Iwill not consider our business concluded.Sincerely,[redacted]

Our service manager Kirk S[redacted], is currently out of town and will return on Friday the 19th. Upon his return he will look into this and send his response.

We have been in contact with Mr. [redacted]. The credit card authorization hold was voided on 7/5/2016. The voiding of the authorization should release the hold on the customers account within a couple of days. If the hold is not released we suggest that the customer contacts their bank that the credit...

card is through and find out their rules on hold releases.
Sincerely,
[redacted]

Good Afternoon [redacted],
Olympia Mitsubishi considers this issue between Mr. [redacted] and Fed EX. The bumper cover was ·shipped from Olympia Mltsubishi in good condition with no damage noted at the time of pick up fromthe Federal Express Driver. If the bumper was delivered damaged to Mr. [redacted], it...

needed to bedocumented at that time to the Fed EX driver. Mr. [redacted] could have refused to accept the bumperdue to this damage. At this time a replacement bumper could have been shipped to Mr. [redacted] andthe damaged bumper would have been returned to Olympia Mitsubishi. This is referred to as a freightclaim. Mr. [redacted] also sent our internet Manager a repair estimate for the bumper damage. We havecontacted the Body Shop and they informed us that there has never been a written estimate for adamaged bumper for Mr. [redacted].
We would like to consider this matter closed as of today.
Thank you,Kirk S[redacted]Director of Fixed OperationsOlympia Mitsubishi

Complaint: [redacted]Mr B[redacted],I’m just going to jump in and reply to your reply.“I’m sorry if you feel that I didn’t apologize to you but I did.”I was listening closely, but since I don’t know you or how you communicate, I’ll take you at your word. “I cannot explain the mileage issue.”I keep bothering you with this because 1) it bothers me and 2) your salesman didn’t know. Thus, since you are the manager, I am assuming that the manager wouldhave sent the drivers and known what they were doing, or could ask them what went on that day. But since no one at Olympia Nissan can explain the mileage issue,I called [redacted]) and asked if they had talked with either of the drivers about why the Prius was missing on that Tuesday. [redacted] said the driverstold them they were sent out on some deliveries. As they were using my car to do Olympia Nissan business, it seems like I should get paid for mileage (60+ miles).Of course I'm kidding, but I do think it's really uncool and rather presumptuous that customers' cars are used in this manner.“Your car was already detailed.”The mats back & front were scuffed up and dirty, the floors and seats needed vacuuming and the exterior was really dirty. So if that is Olympia Nissan’sidea of detailed, I’ll just do it myself.“Your check has been mailed.”Thank you, I received the check for the hand controls.And finally, since this keeps getting left out,  I'll bring it up again. Olympia Nissan promised that I would be compensated for the days (Wednesday-Friday) I waswithout a car due to Olympia Nissan’s time management by providing what it would have cost to rent a car ($50-$150/day). While this wasn't writtendown or taped somewhere, isn't a person or company only as good as their word?  Thank you,[redacted]

ID: [redacted]I have contacted Mr. [redacted] and apologized for any miss communication.  After discussing the matter with Mr. [redacted], we are sending him a check for 860.28 for the hand control cost and have offered to re-clean his vehicle.John B[redacted]Bruce Titus Automotive GroupOlympia Nissan / GM

After reveiwing Ms. [redacted] complaint, we agree that since she was unable to utilize the maintenance plan, that she should be refunded the difference between the prorated refund and the origianl purchase price.  As for the GAP contract, it clearly states on the contract signed by Ms. [redacted]...

that it could be cancelled at any time and for a full refund if cancelled within 30 days.  If the car had been totaled in an accident during the time she had the contract in place, she would have been entitled to a payout.  Thankfully Ms. [redacted] never needed to make a claim with her GAP coverage, but like other insurance coverages there is a cost even if you don't make a claim and that is why she received a prorated refund.  We will process a check for the difference on the maintenance plan and send it to Ms. [redacted] immediately.
 
Daniel R[redacted], CFO
Bruce Titus Automotive Group

Complaint: [redacted]I am rejecting this response because: The salesman stated in front of me and the two people I brought that it was only the hood and roof with damage. The same goes for the previous phone call where one other person heard him say, only the hood and roof. He may have disclosed SOME damage, but was dishonest about the fact that every single panel had paint damage. Surely, also, the previous owner was given a pittance for his trade in, considering the damage, so even with the vehicle aggressively priced, Bruce Titus Nissan surely did not hurt on the deal we made. Bruce Titus was also the original dealer where the previous owner purchased the car, so undoubtedly when the original owner was having paint issues, he brought the car to the dealership and requested their help, so there is no question in my mind that the extent of the damage was known about.
Lastly, I appreciate the General Managers time in looking into my issue, however I requested that Bruce Titus be the one to research this, as he has a much more vested interest in honest sales and customer happiness. His pride would not prevent him from making an $8,000 mistake right as it may when working with the location that sold the car by dishonest means. 
Sincerely,[redacted]

Mr. [redacted],Thank you for the comments on [redacted], I will investigate more to use for our education here. Again, Iapologize ifthere were extra miles.I did agree to clean the car again, that still stands.I am happy you got the check for the controls.If you can provide me with a bill for the rental car for those days, I will reimburse you. It was not on aDue Bill like you stated, therefore we will not pay anymore money out.Thank you for your business.John (JB) B[redacted]General ManagerBruce Titus Olympia Nissan
[redacted]

Complaint: [redacted]I am rejecting...

this response because: This is absolutely ridiculous in so many ways, first to setup an appointment you have to inform someone of the appointment by letter or phone. And this didn't happen because I have a caller ID and there has been nothing from Bruce Titus, since this whole ordeal started. Second I have not received any type of communications from them by mail, so here again this did not happen as well.Sincerely,[redacted]

To Whom It May Concern,We have verified that we received the customer's emails regarding the incorrect vehicle part that wasordered and shipped to him. Unfortunately the em ails were sent to an email address that is notmonitored regularly.
The customer was contacted today through email requesting...

that he ship the part back to us and uponreceipt of the part we will issue a credit refund to the customer.
Due to a parts cataloging error, the correct part is not available at this time. Upon receipt ofthe wrongpart, we will refund the customer in full and we will reimburse for any additional shipping fees that mayoccur for returning the wrong part.
Sincerely,Kirk S[redacted]Director of Fixed Operations

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. Mr. B[redacted]'s was very prompt to rectify the problem.  Thank you!Sincerely, [redacted]

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted]. Sincerely, [redacted]