Mrs. [redacted] We diagnosed your drivability concern and determined there was a problem with the transmission and cooling system. We diagnosed an oil leak from your timing cover that we repaired and was covered by your extended warranty. We also found that the oil pressure switch was leaking and we...
replaced it. You then brought your vehicle to your mechanic to complete the repairs on your transmission and cooling system and he diagnosed a low oil pressure condition. When you brought the vehicle back we performed diagnosis at no charge, contacted your extended warranty company and was advised that any internal engine components would be covered under your warranty. They require that you authorize teardown and inspection costs up front before they will authorize the claim which you declined. We will be more than happy to complete the repairs under the guidelines of your aftermarket warranty. Please call me at [redacted]1 at your earliest convenience to arrange repairs. Respectfully,[redacted]
Complaint: [redacted]
I am rejecting this response because:I am POTENTIALLY accepting County Line's response, provided they reimburse me IN FULL for the Extended Service Contract I cancelled within 1 day of purchase of the vehicle. At the time of purchase, their Finance person, Chris, informed me I could cancel at any time in any manner. I clearly received inaccurate information. When I called him the next day, Chris assured me it would be taken care of. In the mean time, I have left numerous messages with Mr. David B[redacted] regarding the status of this situation, who has yet to return a call. He did contact me once initially after the Revdex.com complaint, at which time I followed up to find out what needed to happen next. Due to my receiving inaccurate information as well as no information, I should be reimbursed in full. I understand the reimbursement will be submitted directly to the lienholder, which is fine. I faxed a written copy of the cancellation request as well as the registration and mileage, per their request, this morning. Below is a copy of the faxed information. Again, if they reimburse me in full, the [redacted]er will be considered closed.
Sincerely,
[redacted] INFORMATION SENT VIA FAX TO EDITH C.- COUNTY LINE WARRANTY:Hello,
As requested, I am submitting this request in writing to
cancel my extended service contract. Of
note, this contract was cancelled via phone on July 9, 1 day after
purchase. Chris in Finance told me that
I may cancel AT ANY TIME IN ANY MANNER, INCLUDING A PHONE CALL! Again, this was done 1 day after purchase of
the vehicle.
In addition, it has taken WEEKS for me to hear from County
Line regarding this ongoing issue. I
have left numerous messages with David B[redacted], who has yet to return a phone
call. I expect FULL REIMBURSEMENT be sent
to the lienholder due to the inaccurate information I received initially from
Chris, as well as no response from Mr. B[redacted].
As requested, following this written letter is a copy of
the registration. Also, the vehicle
mileage currently reads 5474.
Sincerely,
[redacted]
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.
Sincerely,
[redacted]
Once all proper paperwork was received both the request to the insurance company and the bank could be made. A refund in the amount of $1,460 was issued on September 28,2015 (check number [redacted]). That check was mailed to the consumer at their [redacted] address and has been processed. County Line now...
County Line is aware of the [redacted] concern and they are correct that we had not properly updated their records. Service advisor Gary H[redacted] worked with Department head Greg P[redacted] to correct the issue and the [redacted] were informed while they were here for the visit that all notations are now...
correctly in the system at County Line. This issue is resolved moving forward.Tell us why here...
Complaint: [redacted]
I am rejecting this response because:1. No voicemails have been left so that is not factual, however I did temporarily block [redacted] from my phone, as I didn't want to be further bothered by the finance manager. It is now unblocked.2. I provided the information [redacted] is requesting in the initial complaint. I dealt with the finance manager by phone only.3. While I had no doubt the business would defend its ad as legal & compliant, my issue is with what I was told by the finance manager (that in order to be eligible for the price in the ad, I would need have received 2 letters directly from the dealership and have had a recent graduate. I am a reasonably intelligent person and nowhere did the ad inform me of that, either on the radio on on the internet). I was quoted quoted a monthly payment of at least double the ad (over $200 vs. $93 advertised price) and told the amount required at purchase would be at least $1,000 more than the ad.4. I received an email from [redacted]n 5/26, which I responded to today, conceding their dealership advertises aggressively to maintain a level playing field. I would say that is an understatement, as I reviewed competing dealerships and none were advertising anywhere as aggressively. He is basically conceding to bait & switch tactics to get people in the door, which is what the Revdex.com should be protecting against.
Sincerely,
[redacted]
I have personally responded to [redacted]; 37,000 miles prior to this complaint County Line replaced Valerie's A/C compressor under warranty. At that time, County Line installed used parts to stay withing the insurance companies guidelines which is not an unusual practice. That said, what should...
have happened was more communication with the customer informing her of what was being done and allowing her different options. Now that the problem has returned, County Line has offered to reimburse the [redacted] for the compressor they have since purchased and installed to affect the new repair. Additionally, County Line is refunding the cost of the old compressor and the warranty deductible paid by Valerie.The [redacted] have been long time and wonderful County Line customers - so, as an additional gesture of goodwill, County Line has put $250 on account for them to use as they wish in our parts and service department. I personally believe the [redacted] are satisfied and we look forward to continuing a good relationship with them..
From [redacted]> To [redacted]> Subject Re: Date Mon, 08 Aug 2016 11:31:37 -0400 Date: Thu, 21 Jul 2016 09:20:17 -0400 From: [redacted] To: "Ma[redacted] Subject: Re: please close this file Thank you very much [redacted], Regretfully, County Line has done all it can for this customer. Extended service contracts are strictly governed and all refunds must be compliant with insurance and banking laws. This refund was issued and those calculations and refund policies were followed. I regret that Ms[redacted] had to spend personal time to help in this process, but she was provided coverage and her demands for additional monies are inappropriate. County Line is closing this file and has deemed the customer's requests unreasonable. Sincerely, [redacted] President County Line Middlebury, CT
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.
Sincerely,
[redacted]
[redacted] obviously has an extremely colorful imagination and memory. County Line typically does not entertain revisiting any scenario where an adult behaves in as disruptive a fashion as [redacted] or slanders a company with such a solid history of quality performance. Today's access to media...
is not license to spread misinformation or illegally create liabilities. We are happy that [redacted] now has time on is hands and must assume he is either now retired or has been terminated from his employment - we imagine that is the most likely reason for his anger fueled rant. County Line has no interest in retaining [redacted]'s money and clearly want him to have it available for whatever counseling may best serve him. We are sorry about your dog and will mail proof of the refunded credit card to the Shelton address on file immediately.
County Line is aware of the [redacted] concern and they are correct that we had not properly updated their records. Service advisor Gary H[redacted] worked with Department head Greg P[redacted] to correct the issue and the [redacted] were informed while they were here for the visit that all notations are now correctly in the system at County Line. This issue is resolved moving forward.Tell us why here...
County Line understands [redacted] concerns regarding being contacted by a non County Line employee. County Line holds to strict company and consumer privacy laws in all of our dealings. In this particular case however, the concern is of a personal nature and does not involve the company. [redacted]...
[redacted] provided her personal information (cell phone number only) to an employee not involved with her transaction. That exchange of information was of personal nature and the resulting contact that concerns [redacted] was a result of her providing that information and the contact was not from a County Line employee. While County Line completely agrees that the nature of the contact was 100% inappropriate and exceedingly unfortunate, we take no responsibility as a company for personal exchanges between consenting adults. In an effort to protect all parties involved, County Line provided all information to the Middlebury police department as to make the exchange of official record. The interaction between [redacted] and anyone else not involved directly with her transaction is unfortunate but not under any legal provision. County Line provided excellent service and lawful documentation. We hope [redacted] sees this situation for what it truly is and not as a system flaw by the company.
Mr. [redacted] legally executed paperwork for an extended service contract with his [redacted] bank contract. He is correct that those contracts are both optional and eligible to be cancelled with the proper IN WRITING request for cancellation. Because these policies bind insurance coverage, no verbal request...
can be processed. If Mr. [redacted] will fax a letter requesting cancellation of the policy and include a copy of his registration and the vehicles current mileage, the cancellation will be expedited. It is important to note that refunds on financed vehicles are remitted to the lien holder and not to the consumer. Please fax attention Edith C at County Line Warranty ###-###-####.
Complaint: [redacted]
I am rejecting this response because: The original contract was a Gold service maintenance policy for mileage to 82,112 or to December 4, 2017 - whatever comes first. This was done by David D[redacted] originally. They did not speak to me, nor did they speak to my husband yesterday. He was just handed a form, attached. It does appear that they are trying to resolve this, as demonstrated by the attached - which is the first time I am seeing this. I do appreciate their attempts to resolve. But, these three contracts are all bits and pieces of the original contract which is still not being honored. To resolve this situation, we want, on their letterhead, a statement reviewing the contract as a Gold Contract good until 82,112 miles or December 4, 2017. Once I receive this on their letterhead, it will be resolved.
Sincerely,
[redacted]
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.
Sincerely,
[redacted]
As was explained in detail, credit decisions are not made by the dealership. If a customer has poor credit due to their failure to pay debts on time or at all, their credit score may not allow them to obtain credit approval. That was the case here. Furthermore, the credit decision was made on...
5/20/15 and the refund of $500 was issued on 05/22/15 (acct ending [redacted]). [redacted] can not control the time lag with each bank on the time for those funds to be placed back into a customers account. We apologize for the frustration revolving around this delay, but [redacted] followed the refund process in a timely manner.
County Line Nissan's Managing Director [redacted] has made several attempts to reach [redacted] (left voice messages and emailed). We are disappointed at his experience and are willing to address his specific concerns if detail can be provided: to whom did he speak? was it in person or simply over...
the phone - etc? County Line Nissan submits each customer facing advertisement to Nissan North America for accuracy and approval. The goal of advertising is to generate sales and County Line would not simply say "no" to a customer wanting to make a purchase. We kindly ask for more information so we may either correct poor information that was provided or clarify details that may have inadvertently been omitted.
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.
Sincerely,
[redacted]
County Line has NOW received the written request from Mr. [redacted] and will process the refund back to the original purchase date. The refund will be processed timely and the refund amount once received from the warranty company will be sent to the lienholder. We apologize for the untimely delay.
Revdex.com:
Finally after complaint was filed I heard from Countyline Nissan and refund was received. Complaint was not made because Countyline Nissan could not get credit approval, complaint was made due to terrible customer service and outrageous disrespect received by dealership employees.Thank you for your help!
Sincerely,
[redacted]
Mrs. [redacted] We diagnosed your drivability concern and determined there was a problem with the transmission and cooling system. We diagnosed an oil leak from your timing cover that we repaired and was covered by your extended warranty. We also found that the oil pressure switch was leaking and we...
replaced it. You then brought your vehicle to your mechanic to complete the repairs on your transmission and cooling system and he diagnosed a low oil pressure condition. When you brought the vehicle back we performed diagnosis at no charge, contacted your extended warranty company and was advised that any internal engine components would be covered under your warranty. They require that you authorize teardown and inspection costs up front before they will authorize the claim which you declined. We will be more than happy to complete the repairs under the guidelines of your aftermarket warranty. Please call me at [redacted]1 at your earliest convenience to arrange repairs. Respectfully,[redacted]
Complaint: [redacted]
I am rejecting this response because:I am POTENTIALLY accepting County Line's response, provided they reimburse me IN FULL for the Extended Service Contract I cancelled within 1 day of purchase of the vehicle. At the time of purchase, their Finance person, Chris, informed me I could cancel at any time in any manner. I clearly received inaccurate information. When I called him the next day, Chris assured me it would be taken care of. In the mean time, I have left numerous messages with Mr. David B[redacted] regarding the status of this situation, who has yet to return a call. He did contact me once initially after the Revdex.com complaint, at which time I followed up to find out what needed to happen next. Due to my receiving inaccurate information as well as no information, I should be reimbursed in full. I understand the reimbursement will be submitted directly to the lienholder, which is fine. I faxed a written copy of the cancellation request as well as the registration and mileage, per their request, this morning. Below is a copy of the faxed information. Again, if they reimburse me in full, the [redacted]er will be considered closed.
Sincerely,
[redacted] INFORMATION SENT VIA FAX TO EDITH C.- COUNTY LINE WARRANTY:Hello,
As requested, I am submitting this request in writing to
cancel my extended service contract. Of
note, this contract was cancelled via phone on July 9, 1 day after
purchase. Chris in Finance told me that
I may cancel AT ANY TIME IN ANY MANNER, INCLUDING A PHONE CALL! Again, this was done 1 day after purchase of
the vehicle.
In addition, it has taken WEEKS for me to hear from County
Line regarding this ongoing issue. I
have left numerous messages with David B[redacted], who has yet to return a phone
call. I expect FULL REIMBURSEMENT be sent
to the lienholder due to the inaccurate information I received initially from
Chris, as well as no response from Mr. B[redacted].
As requested, following this written letter is a copy of
the registration. Also, the vehicle
mileage currently reads 5474.
Sincerely,
[redacted]
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.
Sincerely,
[redacted]
Once all proper paperwork was received both the request to the insurance company and the bank could be made. A refund in the amount of $1,460 was issued on September 28,2015 (check number [redacted]). That check was mailed to the consumer at their [redacted] address and has been processed. County Line now...
considers this matter closed.
County Line is aware of the [redacted] concern and they are correct that we had not properly updated their records. Service advisor Gary H[redacted] worked with Department head Greg P[redacted] to correct the issue and the [redacted] were informed while they were here for the visit that all notations are now...
correctly in the system at County Line. This issue is resolved moving forward.Tell us why here...
Complaint: [redacted]
I am rejecting this response because:1. No voicemails have been left so that is not factual, however I did temporarily block [redacted] from my phone, as I didn't want to be further bothered by the finance manager. It is now unblocked.2. I provided the information [redacted] is requesting in the initial complaint. I dealt with the finance manager by phone only.3. While I had no doubt the business would defend its ad as legal & compliant, my issue is with what I was told by the finance manager (that in order to be eligible for the price in the ad, I would need have received 2 letters directly from the dealership and have had a recent graduate. I am a reasonably intelligent person and nowhere did the ad inform me of that, either on the radio on on the internet). I was quoted quoted a monthly payment of at least double the ad (over $200 vs. $93 advertised price) and told the amount required at purchase would be at least $1,000 more than the ad.4. I received an email from [redacted]n 5/26, which I responded to today, conceding their dealership advertises aggressively to maintain a level playing field. I would say that is an understatement, as I reviewed competing dealerships and none were advertising anywhere as aggressively. He is basically conceding to bait & switch tactics to get people in the door, which is what the Revdex.com should be protecting against.
Sincerely,
[redacted]
I have personally responded to [redacted]; 37,000 miles prior to this complaint County Line replaced Valerie's A/C compressor under warranty. At that time, County Line installed used parts to stay withing the insurance companies guidelines which is not an unusual practice. That said, what should...
have happened was more communication with the customer informing her of what was being done and allowing her different options. Now that the problem has returned, County Line has offered to reimburse the [redacted] for the compressor they have since purchased and installed to affect the new repair. Additionally, County Line is refunding the cost of the old compressor and the warranty deductible paid by Valerie.The [redacted] have been long time and wonderful County Line customers - so, as an additional gesture of goodwill, County Line has put $250 on account for them to use as they wish in our parts and service department. I personally believe the [redacted] are satisfied and we look forward to continuing a good relationship with them..
From [redacted]> To [redacted]> Subject Re: Date Mon, 08 Aug 2016 11:31:37 -0400 Date: Thu, 21 Jul 2016 09:20:17 -0400 From: [redacted] To: "Ma[redacted] Subject: Re: please close this file Thank you very much [redacted], Regretfully, County Line has done all it can for this customer. Extended service contracts are strictly governed and all refunds must be compliant with insurance and banking laws. This refund was issued and those calculations and refund policies were followed. I regret that Ms[redacted] had to spend personal time to help in this process, but she was provided coverage and her demands for additional monies are inappropriate. County Line is closing this file and has deemed the customer's requests unreasonable. Sincerely, [redacted] President County Line Middlebury, CT
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.
Sincerely,
[redacted]
[redacted] obviously has an extremely colorful imagination and memory. County Line typically does not entertain revisiting any scenario where an adult behaves in as disruptive a fashion as [redacted] or slanders a company with such a solid history of quality performance. Today's access to media...
is not license to spread misinformation or illegally create liabilities. We are happy that [redacted] now has time on is hands and must assume he is either now retired or has been terminated from his employment - we imagine that is the most likely reason for his anger fueled rant. County Line has no interest in retaining [redacted]'s money and clearly want him to have it available for whatever counseling may best serve him. We are sorry about your dog and will mail proof of the refunded credit card to the Shelton address on file immediately.
County Line is aware of the [redacted] concern and they are correct that we had not properly updated their records. Service advisor Gary H[redacted] worked with Department head Greg P[redacted] to correct the issue and the [redacted] were informed while they were here for the visit that all notations are now correctly in the system at County Line. This issue is resolved moving forward.Tell us why here...
County Line understands [redacted] concerns regarding being contacted by a non County Line employee. County Line holds to strict company and consumer privacy laws in all of our dealings. In this particular case however, the concern is of a personal nature and does not involve the company. [redacted]...
[redacted] provided her personal information (cell phone number only) to an employee not involved with her transaction. That exchange of information was of personal nature and the resulting contact that concerns [redacted] was a result of her providing that information and the contact was not from a County Line employee. While County Line completely agrees that the nature of the contact was 100% inappropriate and exceedingly unfortunate, we take no responsibility as a company for personal exchanges between consenting adults. In an effort to protect all parties involved, County Line provided all information to the Middlebury police department as to make the exchange of official record. The interaction between [redacted] and anyone else not involved directly with her transaction is unfortunate but not under any legal provision. County Line provided excellent service and lawful documentation. We hope [redacted] sees this situation for what it truly is and not as a system flaw by the company.
Mr. [redacted] legally executed paperwork for an extended service contract with his [redacted] bank contract. He is correct that those contracts are both optional and eligible to be cancelled with the proper IN WRITING request for cancellation. Because these policies bind insurance coverage, no verbal request...
can be processed. If Mr. [redacted] will fax a letter requesting cancellation of the policy and include a copy of his registration and the vehicles current mileage, the cancellation will be expedited. It is important to note that refunds on financed vehicles are remitted to the lien holder and not to the consumer. Please fax attention Edith C at County Line Warranty ###-###-####.
Complaint: [redacted]
I am rejecting this response because: The original contract was a Gold service maintenance policy for mileage to 82,112 or to December 4, 2017 - whatever comes first. This was done by David D[redacted] originally. They did not speak to me, nor did they speak to my husband yesterday. He was just handed a form, attached. It does appear that they are trying to resolve this, as demonstrated by the attached - which is the first time I am seeing this. I do appreciate their attempts to resolve. But, these three contracts are all bits and pieces of the original contract which is still not being honored. To resolve this situation, we want, on their letterhead, a statement reviewing the contract as a Gold Contract good until 82,112 miles or December 4, 2017. Once I receive this on their letterhead, it will be resolved.
Sincerely,
[redacted]
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.
Sincerely,
[redacted]
As was explained in detail, credit decisions are not made by the dealership. If a customer has poor credit due to their failure to pay debts on time or at all, their credit score may not allow them to obtain credit approval. That was the case here. Furthermore, the credit decision was made on...
5/20/15 and the refund of $500 was issued on 05/22/15 (acct ending [redacted]). [redacted] can not control the time lag with each bank on the time for those funds to be placed back into a customers account. We apologize for the frustration revolving around this delay, but [redacted] followed the refund process in a timely manner.
County Line Nissan's Managing Director [redacted] has made several attempts to reach [redacted] (left voice messages and emailed). We are disappointed at his experience and are willing to address his specific concerns if detail can be provided: to whom did he speak? was it in person or simply over...
the phone - etc? County Line Nissan submits each customer facing advertisement to Nissan North America for accuracy and approval. The goal of advertising is to generate sales and County Line would not simply say "no" to a customer wanting to make a purchase. We kindly ask for more information so we may either correct poor information that was provided or clarify details that may have inadvertently been omitted.
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.
Sincerely,
[redacted]
County Line has NOW received the written request from Mr. [redacted] and will process the refund back to the original purchase date. The refund will be processed timely and the refund amount once received from the warranty company will be sent to the lienholder. We apologize for the untimely delay.
Revdex.com:
Finally after complaint was filed I heard from Countyline Nissan and refund was received. Complaint was not made because Countyline Nissan could not get credit approval, complaint was made due to terrible customer service and outrageous disrespect received by dealership employees.Thank you for your help!
Sincerely,
[redacted]