Burien Nissan Inc

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me According to John H***, the sales manager, the check for the warranty refund is in the mail to my credit union where the car is financed John even agreed to remove the Skylink system and provide a refund for it.
Sincerely,
*** ***

Dear [redacted],
Thank you for the letter and concern about Mr. [redacted].  I am truly sorry that he is disappointed with the resolution we have offered him.  
Mr. [redacted] purchased a tracking device for his vehicle, which we put in all of our cars and is an option for our...

customers.  When we offered it to him he agreed to purchase it so we left the device in the vehicle and registered it with Skylink.  
Yes, there was a human error when registering his car with Skylink and someone accidently typed a wrong digit on his VIN which caused him trouble with registering it.  
We quickly called Skylink and asked for their assistance.  We reached out to Mr. [redacted] numerous times.  We were up front about the issue and that we could not refund his money but Skylink was going to give him an upgraded package for free.  This package equals roughly $600.  Cliff S[redacted] from Skylink reported back to me on two different occasions on his visits to my dealership that his team had tried reaching out but Mr. [redacted] was none responsive.  We have tried to help him personally set everything up but he is not taking our assistance at this point.  
Here are some of the emails to prove correspondence:
RE: Skylink- Burien NissanClifford S[redacted]@spireon.com]Sent:  Thu 6/23/2016 8:28 AMTo: Jon H[redacted]
Contacted our Dealer Support, Dillon, he is going to call Mr. [redacted], go through Protect, how to set it up walk him though the App, answer any questions he may have, he has 3 years of Protect. Let me know if you need any anything, thank you Sir.
 
Cliff S[redacted] | Regional Sales Manager | Spireon-Skylink | 16802 Aston Street Irvine, CA. 92606
Work:253-651-9609| EMAIL:[redacted]spireon.com
 
From: Jon H[redacted] [mailto:[redacted]@buriennissan.com] Sent: Thursday, June 23, 2016 7:45 AMTo: [redacted] <[redacted].[redacted]@comcast.net>Cc: Lance D[redacted] <[redacted]@buriennissan.com>; Clifford S[redacted] <[redacted]@spireon.com>Subject: Re: Skylink
 
Good morning Cliff. Can you please make sure [redacted] gets a call from someone today to assist him with setting up his account. Thank you so much. Jon H[redacted] 
General Sales Manager
Burien Nissan
 
Sent from my iPhone
On Jun 23, 2016, at 7:40 AM, [redacted] <[redacted].[redacted]@comcast.net> wrote:
Can I get an update? I have not been contacted by anyone from Skylink so far this week.
 
[redacted]Sent from my iPhone
On Jun 21, 2016, at 1:18 PM, Lance D[redacted] <[redacted]@buriennissan.com> wrote:
The install tech did?
 
From: Jon H[redacted] Sent: Tuesday, June 21, 2016 1:08 PMTo: Lance D[redacted]Subject: RE: Skylink
 
I just spoke to Cliff and when we registered the car with Skylink we entered the vin wrong accidently. That is why [redacted] was unable to complete his registration.  
 
<image001.jpg>
Jon H[redacted]
General Sales Manager
206-242-7070
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From: Lance D[redacted] Sent: Tuesday, June 21, 2016 12:43 PMTo: [redacted]; Jon H[redacted]Subject: RE: Skylink
 
I’m sorry, I’m just trying to catch up. Jon, was this an issue with Skylink or did we not install something correctly?
 
From: [redacted] [mailto:[redacted].[redacted]@comcast.net] Sent: Tuesday, June 21, 2016 12:37 PMTo: Jon H[redacted]Cc: Lance D[redacted]Subject: Re: Skylink
 
Hi John,
 
I'm disappointed to hear that you cannot do a refund on this. I feel your staff really dropped the ball on this by not contacting Skylink in a timely manner after I made my purchase. And it sounds like you're not offering any sort of compensation for the inconvenience this has caused me. I had emailed Lance over the weekend about this so I have copied him in so he is in the loop. I did get contacted by Skylink at some point over the weekend but it was after I had emailed Lance and I didn't want to do anything until I heard back from him on this issue.
 
[redacted]
 
From: "Jon H[redacted]" <[redacted]@buriennissan.com>To: "[redacted]" <[redacted].[redacted]@comcast.net>, "Andrea A[redacted]" <[redacted]@buriennissan.com>Cc: "Melissa M[redacted]" <[redacted]@buriennissan.com>Sent: Tuesday, June 21, 2016 10:37:33 AMSubject: RE: Skylink
 
Good Morning [redacted],
 
I’m so sorry for any confusion. We have been in talks with Cliff from Skylink and their team and it sounds like they are trying to help you complete your account. Unfortunately we cannot refund anything because everything has been completed and finalized.  
 
I will let Cliff know to reach out to you again to help you complete your account. Thank you again [redacted] and I hope you are enjoying your new car! 
 
<image001.jpg>
Jon H[redacted]
General Sales Manager
206-242-7070
<image002.jpg>
 
From: [redacted] [mailto:[redacted].[redacted]@comcast.net] Sent: Wednesday, June 15, 2016 12:03 PMTo: Andrea A[redacted]Cc: Jon H[redacted]Subject: Re: Skylink
 
Ok. If I can get refunded that would be great. So don't have anybody from the dealer send info off to them.
 
[redacted]
 
Sent from my iPhone
On Jun 15, 2016, at 8:38 AM, Andrea A[redacted] <[redacted]@buriennissan.com> wrote:
Hi Mr. [redacted],
I apologize but I'm not in the showroom today. I will be back in the showroom Thursday at noon and I will figure this out.
-Andrea A[redacted]
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From: [redacted]Sent: Wednesday, June 15, 8:10 AMSubject: SkylinkTo: Andrea A[redacted]
Good morning Andrea,
 
I made another attempt at getting signed up for Skylink this morning and they told me that the dealer has not sent in the information they need yet to get registered. It's been over 3 weeks since I bought the car so I would think this would have been done already. If I'm not receiving the benefit of the service, then I should not have to pay for it. At this point, I would prefer to get the $695 that was added on to the purchase price refunded back to me.
Thank you.
 
Sincerely,
 
[redacted]

This is in reference to File Number [redacted], Mrs. [redacted]. I am really sorry to hear the [redacted]'s have fallen on tough times and they think they were overcharged for their vehicles last summer. I don't know who gave them the information that they paid $15,000 and $10,000 over book value for...

their vehicles but they were incorrect. I have attached the purchase agreements and the Kelly Blue Book sheets from the time of purchase for your review. In regard to the Ford Mustang purchased on 6/17/15: The purchase price was $32,000 Kelley Blue Book Lending was $31,554 and retail was $32,776. We sold them the car for between KBB Wholesale and KBB Retail. They put $1500 down but had $3136 in sales tax so with the doc fee they financed $34,026. Exeter's approval for the loan was based on 103.81% loan to value on the vehicle at an interest rate of 20.75% which is why the payment is so high. This rate was not marked up by us at all. Regarding the purchase of the Camaro on 7/15/15: The purchase price was $28,000 Kelley Blue Book Lending was $28,207 and retail was $30,775. We sold them this car for UNDER KBB Wholesale. They did put another $1500 down but they had $2484.73 in negative equity in their Scion XB and another $1764 in sales tax added to their loan so they financed $31,138.73 in total. Exeter's approval on this loan was $110.9% loan to value INCLUDING all taxes and negative equity, the interest rate of this loan is 18.52%, again it was not marked up by us either. Please let me know if we can be of any help, the [redacted]'s have not contacted us regarding this situation or had us try to refinance the loans for them.
[redacted]SUPPORTING DOCUMENTS REDACTED BY Revdex.com[redacted]

We have processed the cancelation for Mr. [redacted]'s warranty.  That total was $2,500 plus tax of $237.50.  We apologize for any confusion but we have never received a request about Skylink.  Skylink is a non cancelable item because the vehicle is equipped with an anti theft device that...

has been installed.  I would be more then happy to speak with the customer and recently left him a message to hopefully get this sorted out.