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Don Moore Nissan

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Don Moore Nissan Reviews (9)

I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved
Regards,
*** ***
I appreciate the finality of this issue. It is a coincidence that the refund amount got credited to my "closed account" (closed on August 21, 2014) on Monday, September 29, 2014. I guess that's what the Revdex.com is for: to keep businesses honest to an extent. Toyota has verified the amount and the check will be in my hands in to business days. No thanks to *** Moore Toyota! Thank you Revdex.com for helping me resolve this issue. Same answers should have been given weeks ago. Thanks again Revdex.com!

I am very sorry that Mrs*** has had this problem with her debit. Mrs*** used her PIN number with her debit card on October at the Chevrolet StoreBecause she only had available $on the debit card that transaction was voided and she wrote us a check for the total of
$1,We voided the transaction completely. However, when a customer uses their PIN, funds are taken from their account right then, but when that same transaction is voided the funds go into a suspense account involving a banking process that takes time to resolveOnce ***, our credit card transaction bank, lets *** know all is complete. *** should then release the funds back into Mrs*** accountI had our Accounts Receivable clerk review all deposits for October and we never received the $337.42. *** never drafted the money from *** Bank, but *** has apparently not released the funds from her account. Don Moore Chevrolet never received the $337.42.
This situation occurred once before involving a *** *** Bank customer. It is not a good situation for the customer or us because it is in the hands of the banking process. It frustrates us and the customer. When the banking process runs its course the funds must be deposited back to the customer’s account not by us, but by her own BankWe cannot reimburse the customer because we have never received the funds. That is why we do not reimburse the customer. The banking process will run its course and the funds will be deposited back in her bank account by her bank.
Again, I am very sorry that Mrs*** is having this problem. I certainly sympathize with her. In the event that she cannot resolve this with her bank, I would be happy to call in her behalf
*** ***

We had previously contacted the [redacted] service and parts representative and based upon the vehicle service history and for the purposes of good will, we made a parts warranty exception and offered the customer 50% participation of his new battery pack cost.  The customer then chose to...

file the Revdex.com complaint.  Upon receipt of this complaint the General Manager ([redacted] contacted management at [redacted] to make sure that there were no special service campaigns or if there were any other offers that have been made to other customers with similar issues. They assured me that what he was offed was equivalent to other customers.

Revdex.com:
I have reviewed the response made by the business in reference to [redacted] and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
4/11/17 [redacted] I do appreciate you taking the time to discuss the Honda Insight issue with me in person on April 5th, 2017, but I think you have missed the whole point I am trying to make regarding the matter of replacing this battery at no cost to me. September, 2013 I acquired a 2002 Honda Insight, with a bad battery pack, located in Louisville, Ky. Before deciding to pay to have the car towed to Owensboro, I inquired as to the cost of replacing a new battery pack at Don Moore. During my conversation with the Don Moore service dept., I was told cost but was NEVER told this would not be a new battery pack; in fact I was never told this information until April, 2017, when I brought the car in for its regular oil change, and to check why the IMA battery light was on.  I dropped the car off at Don Moore service dept. with the understanding that the IMA battery was under full new battery warranty of 8yr/80,000 miles, but to my astonishment I received a phone call telling me that the battery was indeed bad and not under warranty, that this was a refurbished battery with only 3yr/36,000 mile warranty.  Wait! What? I was never told this information ever, either verbally or in writing! I had only driven 18,000 miles and believed this was a new battery pack with full warranty, because NOBODY had told me otherwise!  I would have never paid to have the car towed 120 miles, nor would I have paid $2500 to have the IMA battery replaced if I would have known this information up front.  $2500 may not be a lot of money for a large corporation like Honda or Don Moore, but I work hard for my money. I do expect this battery to be replaced at zero cost to me, because of the sure fact that this very important information was never told to me, and I would never have spent this money in the first place.                    
Regards,
[redacted]

I was able to meet with [redacted] yesterday in person. In summary, the customer was given a Hybrid Honda that had a battery pack that had expired. After investigating the price to replace the battery pack the customer called and asked if we could do the job and we agreed to. As a Honda dealer we used the Honda replacement battery. The only option on this particular HONDA is a refurbished battery that is sold through Honda and warrantied by Honda. The warranty on this battery is 3 years or 36,000 miles. 43 months later the customer brought the car back with battery problems. I was told that they expected me to replace it. In an effort to make them happy I got with Honda and they offered to pay 50% of the replacement battery. When I presented this to the customer I was told that they we're not going to pay one penny. I then offered that the dealership would pay 25% of the repair leaving them to pay only 25%. From Hondas stand point, this offer is consistent with prorateted batery offers they would make to other customers. The dealership chipped in to go above and beyond that. After 3 1/2 years of use we think it is unreasonable to expect a 100% replacement at zero cost.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
I left a message for [redacted] to call me back.
Regards,
[redacted]

Complaint ID: [redacted]
 
I am very sorry that [redacted] and my staff did not communicate with the customer better.  Mr. [redacted] is correct, we received his request for the cancellation of his warranty on August 15, 2014.  The actual amount of the...

refund was $1,823.45.  On September 12, 2014 we wired the money to Toyota Motor Credit.  They are the lien holder on the vehicle.  When a warranty is cancelled, the Banks require that the cancellation refund be used to pay down the loan since the amount of the loan included the cost of the warranty. 
The refund has been paid to Toyota Motor Credit and the balance on his loan has been reduced by $1,823.45 as of September 12, 2014. 
Again, I apologize to Mr. [redacted] for our poor communication. 
[redacted] Moore Automotive Group
Owensboro, KY

Hi [redacted] this is [redacted] from Don Moore's. I've tried to call you a couple different times today. Both on the number from the Revdex.com and additionally  on [redacted]. I wanted to talk to you before making another response on this form. You can reach me on my cell at [redacted]. I currently am in a national on the meeting and have talk to my regional parts and service manager

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.I do appreciate the 50% off  but as I stated on orginal complaint I am requesting battery pack replaced at no cost due to it was not explained or was I giving written warranty stating that battery was refurbished and only had 3yr/36mile warranty. I would have never agreed to pay $2500 in this regard. On the battery its self it states 100 month/8 yr warranty. I would have never known it was only 3yr/36 month warranty and a refurbished battery.
Regards,
[redacted]

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