EMotorsWest.com

I bought an 05 Dodge 2500 Cummings in July. The truck looked fantastic and came with a warranty. Before finishing the deal I asked to take it on a freeway drive since the initial test drive was right around 5 miles on back roads. I also caught a burnt oil smell and wanted to investigate further. The smell turned out to be the transmission. The sales person told me that he had another customer coming and that he didn't have time. Since the truck looked so good and had the warranty I closed the deal and paid cash. On the way home I experienced what I would call a significant vibration at freeway speed. I took it back the next day and was told it was the new tires. This went on 3 separate occasions. With the same answer. I even took the truck in a 4th time and offered to pay just to get the issue resolved and was never called back by the mechanic. I took it to my mechanic and found the transfer case to be bad. (I paid for this out of my own pocket since the warranty had lapsed) I lost an axle universal and was told the drive train warranty would not cover it when clearly it did. They finally fixed it but took 3 days. The automatic transmission went bad and it took 2 weeks to fix. Again the mechanic would not keep me informed of where he was with the repair. When I called he always had an excuse and never a reason. I finally had to call and let him know I had had enough and wanted my truck back. I got the truck back the next morning.

I did go back to the manager, and a guy who said he was the owner to let them know I was not satisfied. I have to say that the manager acted like he was listening but the owner was full of excuses and tried to turn what happened around on me. I can go on but I'm sure if this gets read you will get the drift.

In the end, VERY POOR service after the sale. No communication. Lot's of excuses

Review: We bought a used 2011 Nissan Sentra SR and we paid in cash 14k plus but a couple days later the car died on me, I brought the car and they kept the car for 2 days and "fix" the car but next day after I picked the car up, it started doing the same. Today we are bringing the car back to eMotors west and they are being so rude, Carl the sales person was really rude and barely talked to us. I would like to know how can we get this issue fix and I also want reimburse for the last rental I had cause the first time I paid for it...Desired Settlement: I need to get my money refund for the entire transaction or give me credit for a different car

Business

Response:

Customer brought in vehicle with an intermittent problem that was difficult to duplicate. Needs to be noted that it was purchased without a warranty and we told them to bring it in so we could look at any issues since it was a recent purchase. We could not get the vehicle to duplicate the problem. For a second opinion, we took it to the Nissan dealer. They also could not get any check engine lights or codes to come up. They did recommend replacement of one coil, which we paid for at zero cost to the customer. They apparently had the same issue with the vehicle and we asked them to again drop it off for a look. We again could not duplicate and sent it back to the Nissan dealer to again verify. Nissan reset the computer and we asked Nissan to drive the vehicle various times over a couple of days to make sure all was well. After getting it back, we also did both cold start and warm starts and drove in the vehicle over 2 to 3 days trying to make absolutely sure it was fixed. This by the way, was done while the customer was in a rental vehicle at our expense. Remember, the vehicle was pre-owned and purchased without a warranty, but we still covered ALL costs and a rental car expense for the customer both times. I have no concept of how that was rude. We are sorry they were inconvenienced, but certainly went above and beyond a normal dealer response to handle their concerns. Customer is back in their vehicle and both the Nissan dealer and our service department state the vehicle operates correctly. In a perfect world, every car works perfectly and there are never issues. Since we are dealing with cars, with electronics and mechanical components that are not always easy to diagnose, things don’t always go perfectly. We did our best to handle them promptly and with concern for both their time and inconvenience by getting a second opinion and putting them in a rental vehicle at NO COST to them. We certainly try to do more and be better than others dealers, new and used, but there is obviously no way to please everyone. To be clear, all of our expenses, rental cars and money spent at Nissan for a second opinion was at ZERO cost to the customer on a pre-owned vehicle purchased without a warranty. We are very comfortable with how this customer was handled both during the transaction and when they notified us about their concern.