Don Davis Auto Group, Inc.

To whom it may concern: Ms*** requested a refund due to an ongoing issue with her vehicle after a repair was completed on 11/17/17. She did stop by on approximately 2/15/to speak with us about the Mass air flow sensor repair. After inspecting her vehicle, our shop
foreman did find the replaces MAFS on the cowling on the vehicle. We explained to her that while leaving the old part on the cowling is unacceptable, it did not affect the quality of the repair. And quite simply illustrates that the MAFS had been replaced. Also on 12/5/17, Ms*** brought her vehicle in agai for a window issue and never complained on a continued "vehicle lag." Our service director spoke with Ms*** today and offered her the opportunity to bring the vehicle in for a follow up at no charge to her. She declined by responding"it only does it occasionally." We then offered to put a data recorder on the vehicle to assist in finding any issue she is having which she also declined. Due to the explanation above, we don't find her request for a refund to be reasonable. We will honor our offer of a free diagnosis and would provide her a rental car at no expense. If you have any other questions, feel free to contact me at ***. *** ***General Manager

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
Regards,
*** ***

September 29,
Dear Mr***;
First and foremost; thank you very much for responding
I was never given the chance to decline the diagnosis
because I wasn’t informed about the code until after the diagnosis was doneI received
a call from *** *** on 9/3/at 9:10am telling me the car was readyAt
11:19am I received another call from Mr*** informing me they found a code
and that through the approval of his manager Mr*** it was diagnosed and it
was the instrument clusterHe also said that it was all open and ready to be
repaired if I approvedThis is when I had a lot of questions and indicated it
was all working when I dropped it off initiallyI asked how much would the
repair be and he quoted me approximately $at which time I declined the
repair not the diagnosis
No one advised me to contact Chrysler; I took it upon myself
to do soWhen they told me I had to leave the car so the part and ONLY then will
the part be orderedI was totally puzzled by that and no one could explain
why, the only answer I got was “because Mr*** at Don Davis said it had to
be that way”That was the professional answer I received from Chrysler
headquartersIndeed they offered to possibly reimburse for the rental but it
was not a guarantee and it would only be after the day mark
I got a second opinion I wasn’t wrong when I said it was all
working when I brought it in; turns out the instrument cluster wasn’t the
actual issue, it was a faulty wire connected to itIn the repair of the recalled
ignition switch the mechanic has to go in where the instrument cluster isIn
doing so when it was moved the wires touched therefore causing the short and
the blowing of the fuses
I will decline the repairs

I still disagree with Don Davis Nissan this truck that was trade in wasn't my mom or anyone in my familyMy mom has problem seeing and the salesmen and the buyer knew she was having problems they didn't go over the contract with her just told her were to signShe has two witness that the salesmen didn't go over the contract and didn't tell her about the trade inShe is planning on hiring Attorney to sue Don Davis Nissan and the owner of the truck

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
Regards,
*** ***

I received a telephone call from Service Manager *** on the morning of August 26, *** stated the growling noise being made by my vehicle, which I had paid over $-$to be exact- to be repaired was the operation and sound of the leveling compressorHe stated that the vehicle was ready for pickupI explained to him that I paid Don Davis more than $to repair the growling noise and requested that some financial resolution be made and discussed before I arrived*** then read from the original invoice #465087, “Customer says air compressor making to much noise, Customer request to replace it.” I responded that is not trueI explained to him that when I brought my vehicle in for the repair I spoke with Service Advisor *** ***I told Mr*** that I suspected the problem was with the vehicles automatic leveling system which was part of the suspension system and it could be the system’s compressorMr*** said that the mechanic would check it outAt some point Mr*** confirmed that it was the compressorMy interpretation of the inference from ***’s reading of the invoice was that it was my faultDuring the conversation *** said multiple times that there was nothing wrong with the vehicle and the growling noise was normalHe asked for my address and approximately an hour later the Don Davis shuttle van picked me up, took me to the dealership and I retrieved my vehicleAt the Don Davis Service Department I was neither met by any service person for a face-to-face to resolve the pending issue of repairing my vehicle, nor reimbursement for the auto group’s inability to properly repair the vehicle
This was the 2nd time that the vehicle had been in for observation and repair (see Revdex.com Complaint)After being notified of my Revdex.com complaint, I received a telephone call from Don Davis’ *** *** in response to the Revdex.com ComplaintI was encouraged by my discussion with Mr*** and brought the vehicle back for repair (2nd time)During the conversation he insisted that I be present when the vehicle is started after having an appropriate amount of time to sit in order to recreate the problemI agreed to thatThe purpose was so that we both could hear the noise and identify it to him togetherI took the vehicle in for the 2nd repair on Thursday, August 20, Even though Mr*** and I had made the agreement for me to bring the vehicle in, the service advisors were not awareThis time Mr*** was also unavailable and in the “truck shop” (1st attempt) I was instructed to park my vehicle in the parking lot adjacent to the service department and a ride was provided by their “Courtesy Van.” The van was leaving and I needed a rideThere was one (1) other riderThe courtesy van driver dropped off the first rider at a location near Don DavisI was concerned about the vehicle intake process, specifically the way no service ticket was written for my vehicle and seemingly no service advisor was aware of my discussion with Mr***The courtesy van had to pass by the dealership so he took me back to attempt to talk with Mr*** it was not possible (2nd attempt)Later that afternoon I emailed Mr*** the original service advisor (attached)He never contacted meI called and left a message on Mr***’ voice mail and he never returned my callTherefore, at approximately 4:00PM it was necessary for me to drive from my home in Mansfield, TX to attempt for the third (3rd) time to talk with Mr***When I arrived I told the Service advisor that this was the third time today that I had attempted to talk with Mr*** about repairs to my vehicleI waited and he appearedI explained to him face-to-face about the growling noise after the vehicle satHe stated that he would take care of it, but first they had to hear itHe seemed sincereWe went to the vehicle but of course it hadn’t sat long enough for the growling noise to occurThe vehicle must sit for a while to hear the growling noiseThe vehicle would not make the growling noise on that day
On August 24, after the vehicle had sat in the car lot for 4-days my wife and I arrived with the expectation of Mr*** being present to hear the growling noise himselfAlthough Mr*** was there, I was assisted by Service Advisor *** ***I requested Mr***’ presenceI was told by Service Advisor *** that Mr*** was not available and working in the “Truck Shop.” Mr*** assured me that he and Mr*** are both qualified service advisorsThen I requested a mechanic be presentHis response was that he would hear the noise and report itI cranked up the vehicle and drove it forward about feet and then turned the ignition offThe growling noise was loud and longI myself, my wife and Service Advisor *** heard the growling noiseWith that he asked me to pull the vehicle into the service area where a service ticket was written and the vehicle was left for repair again
Unlike what had occurred previously, this was the first time the abgrowling noise made by my vehicle was heard and confirmed by a Don Davis service advisor, *** ***The growling noise is loud and undeniable and this time it was heard by a service advisorAfter hearing the abgrowl himself, Mr*** completed a new service ticket and signed in my vehicle for repairIt is also important to note that my vehicle sat on the Don Davis’ Auto Group car lot exposed to the elements and with no service ticket from Thursday, August 20, through Monday, August 24, 2015, which is when Mr*** heard the growl and created a service ticket and properly took possession of my vehicle
It was further explained to me by *** that Don Davis Auto Group assumed no liability for any damages, as my vehicle set waiting for repair without a service ticket, which increased my anxiety about leaving my vehicleI was quite relieved on Monday, August 24, 2015, when Mr*** heard the abgrowling noise; confirmed the problem; and took my vehicle in for repairs
The vehicle has been in for repair 3-times and continues to make the abgrowling noise that I paid Don Davis’s Auto Group $to repairI request a full refund of the $942.80, which I paid in good faith under the assumption that my vehicle had been repaired
Regards,

Mr*** purchased a Nissan Murano from our Nissan location and wanted to bring it back two days later because he decided it wasn’t right for him. I returned his check and took the Murano back. He returned two weeks later and purchased a used Altima with 133,miles. He
had a couple concerns about the vehicle that he wanted repaired. We agreed to repair them. He was not satisfied with the repairs. I offered to check the car again and he said he just wanted to return it. When I asked him if he was just looking to return the car again, he became angry. Once he became aggressive we asked him to leave. I have spoken to his wife several times, and we agreed to take the car back and refund their money. They are coming in today to return the vehicle and pick up a check.*** ***Used Car ManagerDon Davis Nissan

Mr*** called in on August 8th to inquire about a
new Ford Escape At this time, we
gave approximate trade figures over the phone and set up an appointment to look
at an Escape On August 15th he came in and contracted on the new Escape (pending proof of income and
employment
verification with the lender) The next day he stated that he wanted to
return the Escape and purchase two used cars in a certain payment range At this point the finance department and used
car department gave him some options on used cars It took him until August 23rd to
actually bring back the new Escape (no charge to Mr*** for the use of the
new car for two weeks) and start looking at other options On August 26th we were still
working on two options for the customer On August 27th we were able to put
two deals together, subject to job verification He traded his Chevy Truck on a
Hyundai Accent and traded his Corolla in on a Nissan Juke The paper work shows $14,trade
allowance on the truck with a payoff of $14, The actual payoff on the truck was $14,
of which excess payoff was absorbed by the dealership This contract was okay and was funded by the
lender on September 5th.The other deal on the Nissan Juke was financed through Capital
One and required verification of employment (this is standard procedure with
this particular lender) Mr*** was
contacted several times attempting to get the proof of income and to have him
help in getting both employers to call in and do the employment verification. After several weeks and no cooperation by the
customer, the lender sent the contract back to us. At this point we called the customer to
return the Nissan Juke as we were unable to secure financing. He did finally return the Nissan Juke after
several attempts and almost thirty days (at no charge for use of the vehicle) Upon receiving the Nissan Juke from Mr***
we returned his Corolla to him

Complaint: ***
I am rejecting this response because:I understand that if the parts were order from an after market vendor but the part numbers and parts are coming from the MOPAR website and the convenience for the service technicians training and equipment I feel is part of the labor chargeIf possible I would like a copy of and invoice of price the dealer actually paid for the replacement parts.The vehicle was Dodge Avenger (Serviced under the name *** ***)
Regards,
*** ***

To whom it may concern:Mr*** requested we provide a second key for a car he purchased almost years after his purchase. After receiving this complaint, both I and our Service manager *** ***, have reached out to Mr*** through both telephone and email to provide a
solution. While we are under no obligation to provide this key, we would happy to provide another key at no cost to Mr*** due to goodwill. If he will contact me at *** or Mr*** *** at ***, we can have him taken care of at his convenience. We hope to hear from him soon. If you there are any other questions, feel free to call.Best regards- *** ***General Manager

Our response to Mr***’s complaint was not an offer, but merely a statement of our business practices as related to his complaint. Many factors go into the retail pricing of our products. Like most retail businesses, we do not provide our purchase invoices to customers. While we are sorry Mr*** doesn’t agree with our pricing policy, we strive to be competitive in our local market area. Although Mr*** can purchase the parts online at a lower price, he still would have to make arrangements to find someone to install the parts and provide a warranty on the parts and labor. I am not aware of any firms that provide such a service

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11301864, and find that this resolution as the best this company can do The nissan regional denied me a loner car on the bases of they bare fixing my car for freeI live minutes away from the dealershipThey advised me it would at least take 3/4's of the day to complete putting in a new carpetI have kids that live in dallas and will be in school in dallasI have a son who has feberal seizures and who has strep right now that will be in dallas tomorrowAll my kids will be in dallas while mommy is at the dearlership for 3/of the day with no car to get to them in case of an emergency and Nissans response is well we are doing it for free so no loaner carWell if nissan would have checked my car the numerous times I tried to get their attention to the fact there was water in the car there would be no free carpet replacementAfter they fixed the drain replacement the tried to charge me dollars to have my carpet cleaned because they were not liablewhen I asked them to lift up carpet were the water was to see if there was any mold growing they offered me a free shampoo and detaili must admit the inside and outside was detailed very nice, however my car was starting to develop a horrible smell to the point it was unbearablei brought the car back to don davis and they decided to do a carpet replacementNow they are making it out to look like they are doing me a favorlets talk about when my car was under warranty there were no real repairs made on my carI found out at my last visit to nissan that there was a body seam defect on the car and thats why my carpet was replacedon previous reports that their service advisor Karen gave me it saiud they replaced it just to be niceSo while I had my warranty no real repairs were madeNow that I am out of my warranty I better thank my lucky stars don davis fixed a problem I complained to them about for years for freeSo I guess my drain was clogged every since they put the new carpet in my car? all of my floor boards were wet at all timesThank you Don Davis for acknowledging the problem three years laterAt this point I would like for don davis to fix my carpet as promisedStop sending me service surveys.
Regards,
*** ***

*** *** brought his daughter *** *** in the latter part of August to buy a car from our salesman *** ***. Mr*** had bought cars previously from *** and wanted to help his daughter get a car on the Ford AXZD plan with 0% financing. Ms***
selected a Ford Explorer that she liked, and *** worked with his sales manager *** *** to make a deal with her. They agreed on a price for the Explorer, and *** took her and her father to the finance department Ms*** completed a credit application and the deal was submitted to multiple financial institutions. Ms*** was denied credit by all financial institutions her application was submitted to. Ms*** was asked if she had a cosigner. Her father, Mr***, would not cosign for her due to credit problems, but indicated that his mother-in-law might be willing to cosign for the purchase The next day Mr*** and Ms*** returned to see *** ***. They had a cosigner, Ms*** ***, Ms***’s grandmother. *** ***, our F&I director, called Ms*** to confirm that she would cosign for Ms*** *** explained the responsibilities of a cosigner to Ms***, including the fact that the cosigner would be responsible for payment on the contract in the event of default by the buyer He had Ms*** submit her credit application through the DealerTrack secure online system, and he submitted the deal to multiple financial institutions The only financial institution that approved the purchase was *** *** *** at 8.00% APR After the financing terms were discussed with Ms*** and Ms*** they didn’t agree to the rate that was available and Ms*** said she had never paid a rate as high as what was available. Later Mr*** stopped me and asked me if we could have Ms*** go on the contract alone at which point I told him I could not do the deal in just hername He asked Ms*** on the phone if she would do the deal in her name alone. I told the all three customers again I could not do the deal in just Ms***’s name Then the three made a huge ordeal about why she couldn’t buy the vehicle in just her name and carried on about how Ms*** could buy anything she wanted A day or two later Ms*** and her dad returned to buy the car and said that Ms*** was moving here and would be driving and paying for the car. *** talked to Ms***, who explained that she was going to be relocating to ***, Texas and would be the one paying for the vehicle and driving it herself most of the time and that it would be a family vehicle. After the explanation of who was going to pay for the vehicle the general manager, *** ***, approved the sale in just Ms***’s name. *** submitted the deal in Ms***’s name only to multiple financial institutions. The purchase was approved by *** ***, and Ms***’s paperwork was prepared at a 3.29% APR. *** explained the terms of the contract to Ms*** on the phone to make sure she approved of the financing arrangements in just her name All finance terms were discussed and agreed to by Ms*** completed all the purchase paperwork and sent it by overnight mail to Ms***. The signed contracts were retuned by Ms***, and the car was delivered to Ms*** as directed by Ms***Sincerely, *** *** General Manager

We have been in communication with Mr*** to help resolve the issues concerning his Accord He visited the dealership June 4th, 2015, and together we are working to resolve the issue Mr*** would like to trade his vehicle in and purchase an extended cab truck Thursday
when he visited we didn’t have a vehicle he was interested in, but have agreed to help find him on, and as soon as we have a vehicle that will work for him we will proceed with the transaction

Mr. [redacted] purchased on 3/19/2018.  The transaction took place late at night and Mr. [redacted] was told by [redacted] that the paperwork would be mailed the following day.  The paperwork never made it to Mr. [redacted] as told to us by him on 3/31/2018.  [redacted]...

[redacted] took his call and e-mailed him our Car-Research paperwork to him.  [redacted] let Mr. [redacted] know that it would be a couple of days to get the signed copies because they are stored off site.  [redacted] made copies and mailed them off.  On 4/7/18 Mr. [redacted] called and told [redacted] he had not received the package.  [redacted] made copies of all the signed copies and this time scanned and e-mailed them to Mr. [redacted] and confirmed with the customer that they were received.

We understand that parts can be found on the internet at a lower price.  Most internet companies do not incur the overhead that we do as a Dealer.  They do not offer the convenience and support if an issue were to arise, nor incur training and personnel costs required to provide...

manufacturer certified technicians and equipment to install those parts.  We strive to make sure we are competitive with other brick and mortar stores in our market.   You can rest assured we will be here for you if an issue does arise and stand behind all of our products and services provided.   [redacted], Service Director [redacted], Parts Manager

I am familiar with Mrs. [redacted] and her concerns. We resolved her concerns and returned her vehicle on 10/03/2017. We replaced the radio and satellite antenna to correct her concern at no charge.       Sincerely, [redacted] Service Director Don Davis Dodge

Please enter your reason(s) for rejecting the business response below.
Our vehicle began making a very loud, long growling noise, which resulted in us taking it to the “Don Davis Auto Group’s (DDAG)” service department for repair.
Unfortunately our vehicle has been to Don Davis on three (3) occasions for the same repair and continues to make the same abnormal, loud growling noise as it did when we first took it in and paid DDAG the $942.80 for the repair.
The inference made by DDAG in their most recent response seems to be that it is somehow our fault.
On Wednesday, September 2, 2015, I received a telephonic response from Mr. [redacted] in reference to our recent Revdex.com response, during which I requested a full refund of the $942.80, which Mr. [redacted] refused.
At any rate, I am a disabled veteran on a fixed income and I can’t afford to pay for the needed automotive repairs twice and I’ve lost confidence in DDAG.

To whom it may concern: Our Service Director, [redacted] did speak with Ms. [redacted] about her concerns after our response to her compliant.  He once again offered to have her car inspected at no charge.  She told us she would let us know.  We still stand by our prior response to this complaint.  And the request to repair the vehicle at no charge regardless of the diagnosis is not acceptable to us.  We will attempt to diagnose the issue at no charge but reserve the right to make a decision on our level of responsibility following that diagnosis.  And again, we will provide a free rental vehicle if Ms. [redacted] desires.  We are available any day this week to assist Ms. [redacted].  Feel free to call me directly to schedule a time or with any questions, [redacted]. [redacted]General Manager

We have made our final offer. The damage was already on the wheel prior to work being performed