Dedham Nissan, Inc.

Business submitted documentation

The funds received from the insurance company were already transferred to the body shop

We would like to help resolve the miscommunicationI have left a message with our customerThanks

Chris H*** Director of Fixed Operations at Buckeye Nissan contacted *** *** and explained that there was no indication that the vehicle has an aftermarket remote start systemI explained that the system was not damaged by programming/reprogramming new keysWhen new keys are programmed,
as a security feature in the case of missing or stolen keys, the digital existence of any previous keys have to be removed to reprogram existing or new keysAftermarket remote starts use one of two methods to allow this processOne method is there is an additional key that is programmed and is hidden within the vehicle to allow remote starting without a key being present in the ignition and the second method is a component on the aftermarket remote is programmed to mimic the key and its programmingI asked Mr*** to bring the vehicle back to me and we would determine what is needed and reprogram as necessary at no charge to himHe is going to contact his son and schedule a time to bring the vehicle in for us to do this

[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.]
Revdex.com:
I reviewed the response made by the business in reference to complaint ID ***, and find the resolution is satisfactory to me

This is irrelevant.  Ohio law requires that the consumer's approval must be received if overages exceed 10% of the estimate.  I want even informed until 2 months after I picked up my vehicle.

Mr. [redacted] received an original estimate from Allstate, 1704.93.  Mr. [redacted] signed a direction to repair and pay form on 12/10/15 for buckeye Nissan to do the repairs.  On 12/18/16, [redacted] approved 1375.56 additional.  On 1/18/16 [redacted] approved 258.08 additional.   THE...

TOTAL REPAIR COST OF THE COLLISION REPAIRS ARE  3338.57.  Buckeye Nissan released the vehicle back to the owner on 12/24/16 in good faith that the insurance company had approved the total cost and payment would be issued to our shop as normal.    However, the customer received the payment of 852.47, from Allstate, verified by the owner in an email dated 3/16/16, stating that he cashed the check for repair payment which was to come to Buckeye Nissan.  The owner has stated he will not turn those funds over to Buckeye Nissan.
The owner has ignored all contact from Buckeye Nissan.  Buckeye Nissan did email Mr [redacted], on 2/9/16, a letter stating that he cashed and owed he money to Buckeye Nissan on 2/9/16 from [redacted] Insurance, [redacted] - ###-###-####.
The attached document shows the total amount of the repair cost.  The amount of 852.47 is still due from the insurance check cashed by the owner.
It would be acceptable if [redacted] stepped up and contacted the owner. 
Thanks Joe Federer  ###-###-####  ext. [redacted]

I left a message for Mr [redacted]. I would like to come to a resolution that will satisfy our customer. It is not our intention to deceive our customers when purchasing an extended warranty. Miscommunications can happen and this deserves our full attention.
 
Thank you,

First and foremost,
I want to apologize for your experience at Buckeye Nissan.  Our goal has always been to provide excellent customer service in every area of the dealership.  We've built our business on CFL "customers for life".  The dealership associates account of what...

happened that day differ considerably from what I read in the complaint. 
Instead of getting into a debate of who's right and who's wrong, I would like to take a more positive approach and invite you back to Buckeye Nissan.  I am offering to sit down with you and take the time to break down all the numbers, so we can both understand this deal.  Sometimes, when these things happen, we all learn from the incident.  You might even find yourself joining the Buckeye family as a CFL.
Again, I apologize for the perception you got of our dealership that day.  I hope you give me the opportunity to change that perception. If you would like to set an appointment with me, please call me at the dealership at your earliest convenience.
Sincerely,
Steve I[redacted]
General Manager
Buckeye Nissan
614-771-2345

Mr [redacted],Thank you for taking the time to contact us through the Revdex.com.  Our goal with all of our customer interactions is to exchange knowledge, and offer our vehicles for purchase with the utmost integrity and exceeding our customer’s standards and expectations.  We sincerely apologize...

that it has taken a Revdex.com complaint for us to reach out to you.When we have guests that are interested in purchasing a vehicle from us, we have a very thorough process for vetting the customer’s wants and needs.  During this process we will obtain an application for credit.  This allows us to check our customers credit scores and allow us as the customers’ ability to borrow money.  Once we have this information, we can accurately project payments in relation to the vehicle the customer has selected for purchase.  Mr [redacted]Thank you for taking the time to contact us through the Revdex.com. I do apologize if members of our staff didn't return your messages. I spoke with Kevin L** about the interaction. He felt that you understood that when he inquired about your social security number that he did need that to obtain your payoff. After the test drive and before receiving payment options Kevin requested additional personal information such as date of birth, work history, income. etc... He feels that he clearly relayed after obtaining this information that he would be pulling your credit score to get an accurate idea of interest rate range. He felt that he relayed that we wouldn't submit your application to any lenders unless you agreed to move forward with the proposal. Again , I apologize for any feeling of misrepresentation. This was not the intent.I'm sorry if you feel we did not properly disclose that we were going to check your credit.  It is never our intention to pursue steps in a purchase process without all parties being on the same page, including checking credit.You are asking us to send information to Transunion stating we did so in error.  This is unchartered territory for us. We did some research to find out what the effect of a hard inquiry would be to your score.  I can share with you, that according to FICO, customer may rate shop for loans related to autos, homes and student loans within a 45 day period and have multiple pulls of their credit without it affecting their score.  Please refer to www.myfico.com and click on ‘LEARN ABOUT SCORES’ tab, FICO has some great information on this topic.Please reach out to me directly if you have any additional questions or concerns, [redacted]@buckeyecars.com I hope this explanation is helpful.

I feel I was deceived by Kevin. He asked me if I knew my credit score and I gave him an estimate which he told me what good enough to provide me with an payment quote. I have emailed the dealership the information I received from Transunion in order to have the hard inquiry removed from my credit report. I will not be happy with a resolution until I receive a letter from the dealership stating they ran my credit in error or they work directly with Transunion to correct this mistake. It's unfortunate that I have had to file a complaint with the Revdex.com in order to get a response from the dealer.