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 $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
I am familiar with Mrs [redacted] and her concernsWe resolved her concerns and returned her vehicle on 10/03/We replaced the radio and satellite antenna to correct her concern at no charge Sincerely, [redacted] Service Director Don Davis Dodge
To whom it may concern: Our Service Director, [redacted] did speak with Ms*** 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*** desires We are available any day this week to assist Ms*** Feel free to call me directly to schedule a time or with any questions, [redacted] [redacted] General Manager
Ms [redacted] ’s initial complaint stated that when she picked up her vehicle on September 4, that the check tires light was on She stated that when she asked about this she was told it was nothing and all repairs had been completed The estimator that she spoke with when she picked up her vehicle advised her that her tires need to be inflated to the pressure indicated by the manufacturer and that should correct this problem Ms [redacted] contacted Don Davis Body Shop sometime before September 11, and spoke with my estimator, [redacted] , to let him know that she wanted to bring the vehicle back in to have the right front wheel and trunk weather strip looked at She stated that the right front wheel was losing air pressure On September 11, the vehicle was brought back and left at the shop for the insurance company (Geico) to re-inspect these two items Geico was notified, and their re-inspector was sent out to address her concerns The re-inspector authorized the replacement of the weather strip, as it had a cut in it that he deemed accident related, but he denied the wheel as he said the damage he was responsible for was at the rear of the vehicle and the wheel was on the front He was solely responsible for this decision We are only able to repair damages approved by the insurance company We replaced the weather strip and informed Ms [redacted] of his decision to deny the front wheel, as it was not part of the accident damage to the rear of her vehicle.At this point and until over a year later on October 31, I had not had contact with Ms [redacted] When I spoke with Ms [redacted] on October 31, she indicated that the car had been brought to Don Davis Body Shop for re-inspection on September 11, She also said that when she was notified that the wheel had been denied by Geico that she was tired of dealing with the situation and she took the car to Discount Tire to replace the wheel She said that the factory wheel was not available and that she purchased a set of aftermarket wheels (4) from themOver a year had passed since the repair had been completed before there was any question regarding the rear suspension Had Geico Insurance deemed either one of the items in question to be accident related they would have accepted responsibility Until Geico Insurance denied the wheel in September and the rear suspension damage in October 2015, Ms [redacted] had made no mention that she expected Don Davis to take responsibility for either of these items However, when it was determined that Geico Insurance would not pay she insisted that since we had “missed” these items during the course of repair that Don Davis Body Shop should pay for them I denied this request on the grounds that “missed” items that were accident related were not the responsibility of the shop She then said that if the items were not part of the accident that they had to be damaged while in our possession During this conversation I indicated that the items we were discussing were not damaged while the vehicle was in our possession, and I would not pay for the repair to these items Don Davis Auto Group carries garage keepers’ liability insurance that covers instances when damage occurs to a customer’s vehicle while in the shop Had I thought that the personnel at Don Davis Body Shop damaged this vehicle, our customer would have been notified of the damage, and it would have been corrected before she picked up her vehicle As stated in the initial response I feel this claim is unfounded and Don Davis has no responsibility for the component in question
I was reviewing the letter from Revdex.com on Versa recall for Mr [redacted] wife car [redacted] had sent us over an e-mail with his concerns as well on Saturday,.10-14- [redacted] called and left messages for him 805-816-(times noted in Car Research)I also left a message for him this morning @11:00am.We would never disconnect any part of a vehicle’s safety featuresOur customer’s wellbeing is one of our top prioritiesNissan does state that “ There are no known incidents related to this concern Nissan is conducting this recall out of an abundance of cautionNissan recommends that if vehicle is confirmed to be affected, the owner have this safety recall repair performed as soon as parts become availableIf a customer requests alternative transportation, dealers are authorized to provide a complimentary long term rental to affected customers until parts are available.” We have already placed several customers into long term rentalsI am sure this is just a misunderstanding between Thomas and the customer My message to Mr [redacted] stated that we would be able to place them into a long term rental and apologized for the miscommunication on our part [redacted] Service Manager
I have finally been contacted by Mr [redacted] at Don Davis and was told that someone had put my number in there system wrongThey have informed me that they would try to resolve the issue by trading in the vehicle for anotherThis solution has the possibility of being satisfactory because I am in the market for a truckWe are working together to resolve the issue but have yet to find a vehicle that is going to suit me needsThere are still a lot of unknown factors at this point but I am looking everyday to find a satisfactory vehicle that can resolve this issue
To whom it may concern: [redacted] came to Don Davis Nissan on June 18th and looked at some new vehicles It was late in the evening and we were unable to secure financing for him due to being after hours The next day we were able to speak with the banks and were able to secure a lone for him The approval required him to be able to prove his income that we submitted based on what he told us He came in late in the night again and provided us with income much less than he stated We told him that he would have to look at a pre owned vehicle because it is less money and the bank might approve him for that The next morning we did get an approval on a used Nissan Juke but it was sold before he got to the store We apologized for the situation I continued to follow up with Mr [redacted] and looked for a Juke that fit his budget and conditions of his approval Later that week we trade for one and I called him immediately On June 24th Mr [redacted] came in and purchased a Nissan Juke He happy with the Juke and the end result If you have any further questions, feel feel to contact me at [redacted] [redacted] General ManagerDon Davis Nissan
Complaint: [redacted] I am rejecting this response because: As you can see, Mr [redacted] has lied and this case is no where near to be closed.As I stated in my complaint, I was never granted true facts and this issue will be addressed by the court Regards, [redacted] ***
Revdex.com Our Service Manager, [redacted] , made the below offer to Mr [redacted] in the interest of customer goodwill Mr [redacted] declined the offer and said that he would take it somewhere else Thank you, ed contrary to Mr [redacted] ’ claim(As documented by two repair orders on two attempts Ref RO#8/18/and RO#8/26/15.) Mr [redacted] has failed to reproduce the noise on numerous attemptsFord WILL allow us to replace the pump if the pump fails during the warranty periodHowever, we must duplicate a concern to make the repair With that said, we will be happy to replace the pump under the parts warranty as a one-time goodwill gesture for customer satisfaction
Ms [redacted] came into our dealership on 6/14/to purchase a Nissan Murano while trading her Maxima During the transaction, we attempted to obtain a digital payoff from Nissan Motor Acceptance but their online system was not operational We proceeded to obtain a payoff from the phone system of MNAC During this we obtained a payoff of 36,which was used during her transactionMs [redacted] proceeded to sign a minimum of documents using this payoff amount Including a payoff form that clearly states “should the actual payoff be more than the above amount, I understand I am responsible for the immediate payment of the difference to the Don Davis Auto Group.” On 6/we obtained a payoff from NMAC online system and it was exactly 10,more than the amount used We immediately called Ms [redacted] to inform her of our issue and apologize for the inconvenience We do not know how they mistake was made Unfortunately, we could not roll that amount into her new loan so she would have to pay that amount She informed us that would not be possible so we requested she return the Murano which she did While this is an unfortunate situation for all involved, we know that Ms [redacted] was informed immediately of the difference Her claim that she did not sign this paperwork is completely which can be proven through multiple signatures on more than one document during this process Obviously both Ms [redacted] along with ourselves regret this situation and wish the payoff was the amount used as we never want to have a vehicle returned for any reason If you have any further questions, fell free to contact me at [redacted] General ManagerDon Davis Nissan
Complaint: [redacted] I am rejecting this response because: The dealership is attempting to dismiss the concerns I have with my vehicle by using quotation marks, by lying and saying I denied an offer for a diagnostic at no costNeither a free diagnostic nor a rental were offered to me- in my correspondence with [redacted] on today, [redacted] spoke to me in hypothetical terms and fleetingly made suggestionsHe ended the call as if he would follow up with a plausible resolutionThe dealerships focus on the fact that I didn't mention the very real vehicle lag is laughable- I was already returning to the dealership for a problem with my windows that wasn't fully rectified! One mistake at a time! The dealership lost my key fob and key fob cover during this second trip as wellIf I take the vehicle BACK, I want to watch shoulder-to-shoulder while the technician runs the diagnosticIf the MAFS is found to be defective, or any other mechanical part deemed defective, I want to see all parts once taken out and have them provided to me after being replacedAnd, I want [redacted] to cover the cost of any replacement deemed necessary- which is a tricky request; Don Davis has shown they are the type of dealership to make sure a problem is NOT found to avoid a request like covering the cost of the job Regards, [redacted] ***
I called the [redacted] the day we received the complaint which was Friday January the 13th I told her to come in as soon as she could to get a second key She came in that day and I met her while she was here and apologized again and made sure everything went smoothly while she was here getting her key cut I followed up with her morning of the 19th just to make sure everything was good and we had handled all her concerns and she said yes everything was good with her car[redacted] Used Car ManagerTell us why here
This is the response to the rebuttal from Ms [redacted] regarding our response to her complaintI have to reiterate that we are a full disclosure dealershipOnce again, both the contract and buyer's agreement disclosed the trade in on the paperworkAnd yes a trade in and be accepted from anyone on any contract as long as it is disclosed and signedIf you have any further questions, feel free to contact me at ###-###-#### [redacted] General Manager Don Davis Nissan
I have attached the original reply; I don’t know what else to say, the warranty company denied the claim We did not make the decision to deny coverage of the repair [redacted] called the warranty company with the customer present and they denied coverage The customer can seek reimbursement from the extended warranty company if they feel it is a warranted repair
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
To whom it may concern: During our inspection of Ms [redacted] 's Altima, we found that the evaporator drain tube was full of debris(leaves, etc.) This is caused by the environment, not a mechanical failureAlthough the was not covered under her factory warranty from Nissan, Don Davis repaired her vehicle along with a carpet cleaning at no charge to herWe believe this continues to demonstrate the quality of service that we provideIf you have any questions, feel free to contact me at ###-###-#### [redacted] General Manager Don Davis Nissan
Mr [redacted] purchased on 3/19/ 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/ [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/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
Our service manager at the Dodge store, [redacted] ***, informed me Friday that they are getting Mr [redacted] vehicle towed into the shop to determine what happened We will get an update once we know more about this.Thank you, [redacted] ***, CFODon Davis Auto Group
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 $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
I am familiar with Mrs [redacted] and her concernsWe resolved her concerns and returned her vehicle on 10/03/We replaced the radio and satellite antenna to correct her concern at no charge Sincerely, [redacted] Service Director Don Davis Dodge
To whom it may concern: Our Service Director, [redacted] did speak with Ms*** 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*** desires We are available any day this week to assist Ms*** Feel free to call me directly to schedule a time or with any questions, [redacted] [redacted] General Manager
Ms [redacted] ’s initial complaint stated that when she picked up her vehicle on September 4, that the check tires light was on She stated that when she asked about this she was told it was nothing and all repairs had been completed The estimator that she spoke with when she picked up her vehicle advised her that her tires need to be inflated to the pressure indicated by the manufacturer and that should correct this problem Ms [redacted] contacted Don Davis Body Shop sometime before September 11, and spoke with my estimator, [redacted] , to let him know that she wanted to bring the vehicle back in to have the right front wheel and trunk weather strip looked at She stated that the right front wheel was losing air pressure On September 11, the vehicle was brought back and left at the shop for the insurance company (Geico) to re-inspect these two items Geico was notified, and their re-inspector was sent out to address her concerns The re-inspector authorized the replacement of the weather strip, as it had a cut in it that he deemed accident related, but he denied the wheel as he said the damage he was responsible for was at the rear of the vehicle and the wheel was on the front He was solely responsible for this decision We are only able to repair damages approved by the insurance company We replaced the weather strip and informed Ms [redacted] of his decision to deny the front wheel, as it was not part of the accident damage to the rear of her vehicle.At this point and until over a year later on October 31, I had not had contact with Ms [redacted] When I spoke with Ms [redacted] on October 31, she indicated that the car had been brought to Don Davis Body Shop for re-inspection on September 11, She also said that when she was notified that the wheel had been denied by Geico that she was tired of dealing with the situation and she took the car to Discount Tire to replace the wheel She said that the factory wheel was not available and that she purchased a set of aftermarket wheels (4) from themOver a year had passed since the repair had been completed before there was any question regarding the rear suspension Had Geico Insurance deemed either one of the items in question to be accident related they would have accepted responsibility Until Geico Insurance denied the wheel in September and the rear suspension damage in October 2015, Ms [redacted] had made no mention that she expected Don Davis to take responsibility for either of these items However, when it was determined that Geico Insurance would not pay she insisted that since we had “missed” these items during the course of repair that Don Davis Body Shop should pay for them I denied this request on the grounds that “missed” items that were accident related were not the responsibility of the shop She then said that if the items were not part of the accident that they had to be damaged while in our possession During this conversation I indicated that the items we were discussing were not damaged while the vehicle was in our possession, and I would not pay for the repair to these items Don Davis Auto Group carries garage keepers’ liability insurance that covers instances when damage occurs to a customer’s vehicle while in the shop Had I thought that the personnel at Don Davis Body Shop damaged this vehicle, our customer would have been notified of the damage, and it would have been corrected before she picked up her vehicle As stated in the initial response I feel this claim is unfounded and Don Davis has no responsibility for the component in question
I was reviewing the letter from Revdex.com on Versa recall for Mr [redacted] wife car [redacted] had sent us over an e-mail with his concerns as well on Saturday,.10-14- [redacted] called and left messages for him 805-816-(times noted in Car Research)I also left a message for him this morning @11:00am.We would never disconnect any part of a vehicle’s safety featuresOur customer’s wellbeing is one of our top prioritiesNissan does state that “ There are no known incidents related to this concern Nissan is conducting this recall out of an abundance of cautionNissan recommends that if vehicle is confirmed to be affected, the owner have this safety recall repair performed as soon as parts become availableIf a customer requests alternative transportation, dealers are authorized to provide a complimentary long term rental to affected customers until parts are available.” We have already placed several customers into long term rentalsI am sure this is just a misunderstanding between Thomas and the customer My message to Mr [redacted] stated that we would be able to place them into a long term rental and apologized for the miscommunication on our part [redacted] Service Manager
I have finally been contacted by Mr [redacted] at Don Davis and was told that someone had put my number in there system wrongThey have informed me that they would try to resolve the issue by trading in the vehicle for anotherThis solution has the possibility of being satisfactory because I am in the market for a truckWe are working together to resolve the issue but have yet to find a vehicle that is going to suit me needsThere are still a lot of unknown factors at this point but I am looking everyday to find a satisfactory vehicle that can resolve this issue
To whom it may concern: [redacted] came to Don Davis Nissan on June 18th and looked at some new vehicles It was late in the evening and we were unable to secure financing for him due to being after hours The next day we were able to speak with the banks and were able to secure a lone for him The approval required him to be able to prove his income that we submitted based on what he told us He came in late in the night again and provided us with income much less than he stated We told him that he would have to look at a pre owned vehicle because it is less money and the bank might approve him for that The next morning we did get an approval on a used Nissan Juke but it was sold before he got to the store We apologized for the situation I continued to follow up with Mr [redacted] and looked for a Juke that fit his budget and conditions of his approval Later that week we trade for one and I called him immediately On June 24th Mr [redacted] came in and purchased a Nissan Juke He happy with the Juke and the end result If you have any further questions, feel feel to contact me at [redacted] [redacted] General ManagerDon Davis Nissan
Complaint: [redacted] I am rejecting this response because: As you can see, Mr [redacted] has lied and this case is no where near to be closed.As I stated in my complaint, I was never granted true facts and this issue will be addressed by the court Regards, [redacted] ***
Revdex.com Our Service Manager, [redacted] , made the below offer to Mr [redacted] in the interest of customer goodwill Mr [redacted] declined the offer and said that he would take it somewhere else Thank you, ed contrary to Mr [redacted] ’ claim(As documented by two repair orders on two attempts Ref RO#8/18/and RO#8/26/15.) Mr [redacted] has failed to reproduce the noise on numerous attemptsFord WILL allow us to replace the pump if the pump fails during the warranty periodHowever, we must duplicate a concern to make the repair With that said, we will be happy to replace the pump under the parts warranty as a one-time goodwill gesture for customer satisfaction
Ms [redacted] came into our dealership on 6/14/to purchase a Nissan Murano while trading her Maxima During the transaction, we attempted to obtain a digital payoff from Nissan Motor Acceptance but their online system was not operational We proceeded to obtain a payoff from the phone system of MNAC During this we obtained a payoff of 36,which was used during her transactionMs [redacted] proceeded to sign a minimum of documents using this payoff amount Including a payoff form that clearly states “should the actual payoff be more than the above amount, I understand I am responsible for the immediate payment of the difference to the Don Davis Auto Group.” On 6/we obtained a payoff from NMAC online system and it was exactly 10,more than the amount used We immediately called Ms [redacted] to inform her of our issue and apologize for the inconvenience We do not know how they mistake was made Unfortunately, we could not roll that amount into her new loan so she would have to pay that amount She informed us that would not be possible so we requested she return the Murano which she did While this is an unfortunate situation for all involved, we know that Ms [redacted] was informed immediately of the difference Her claim that she did not sign this paperwork is completely which can be proven through multiple signatures on more than one document during this process Obviously both Ms [redacted] along with ourselves regret this situation and wish the payoff was the amount used as we never want to have a vehicle returned for any reason If you have any further questions, fell free to contact me at [redacted] General ManagerDon Davis Nissan
Complaint: [redacted] I am rejecting this response because: The dealership is attempting to dismiss the concerns I have with my vehicle by using quotation marks, by lying and saying I denied an offer for a diagnostic at no costNeither a free diagnostic nor a rental were offered to me- in my correspondence with [redacted] on today, [redacted] spoke to me in hypothetical terms and fleetingly made suggestionsHe ended the call as if he would follow up with a plausible resolutionThe dealerships focus on the fact that I didn't mention the very real vehicle lag is laughable- I was already returning to the dealership for a problem with my windows that wasn't fully rectified! One mistake at a time! The dealership lost my key fob and key fob cover during this second trip as wellIf I take the vehicle BACK, I want to watch shoulder-to-shoulder while the technician runs the diagnosticIf the MAFS is found to be defective, or any other mechanical part deemed defective, I want to see all parts once taken out and have them provided to me after being replacedAnd, I want [redacted] to cover the cost of any replacement deemed necessary- which is a tricky request; Don Davis has shown they are the type of dealership to make sure a problem is NOT found to avoid a request like covering the cost of the job Regards, [redacted] ***
We have made our final offerThe damage was already on the wheel prior to work being performed
I called the [redacted] the day we received the complaint which was Friday January the 13th I told her to come in as soon as she could to get a second key She came in that day and I met her while she was here and apologized again and made sure everything went smoothly while she was here getting her key cut I followed up with her morning of the 19th just to make sure everything was good and we had handled all her concerns and she said yes everything was good with her car[redacted] Used Car ManagerTell us why here
This is the response to the rebuttal from Ms [redacted] regarding our response to her complaintI have to reiterate that we are a full disclosure dealershipOnce again, both the contract and buyer's agreement disclosed the trade in on the paperworkAnd yes a trade in and be accepted from anyone on any contract as long as it is disclosed and signedIf you have any further questions, feel free to contact me at ###-###-#### [redacted] General Manager Don Davis Nissan
I have attached the original reply; I don’t know what else to say, the warranty company denied the claim We did not make the decision to deny coverage of the repair [redacted] called the warranty company with the customer present and they denied coverage The customer can seek reimbursement from the extended warranty company if they feel it is a warranted repair
Complaint: [redacted] I am rejecting this response because: Regards, [redacted]
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
To whom it may concern: During our inspection of Ms [redacted] 's Altima, we found that the evaporator drain tube was full of debris(leaves, etc.) This is caused by the environment, not a mechanical failureAlthough the was not covered under her factory warranty from Nissan, Don Davis repaired her vehicle along with a carpet cleaning at no charge to herWe believe this continues to demonstrate the quality of service that we provideIf you have any questions, feel free to contact me at ###-###-#### [redacted] General Manager Don Davis Nissan
Mr [redacted] purchased on 3/19/ 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/ [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/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
Our service manager at the Dodge store, [redacted] ***, informed me Friday that they are getting Mr [redacted] vehicle towed into the shop to determine what happened We will get an update once we know more about this.Thank you, [redacted] ***, CFODon Davis Auto Group