Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Sincerely, [redacted]
I understand the frustration with this situation, we as a Nissan dealership only make money when we are fixing and repairing vehicles, and when completing repairs under Nissan warranty there are guidelines that we must adhere toOnce we completed the diagnosis on this vehicle we are required to put together the estimate for Nissan, then call them to get approval for the repairs before starting anythingOnce we called the Nissan extended warranty we answered the questions they had, and they then determined that the repair was not covered under the contract due to the likely possibility that the aftermarket shop that completed the oil change completed it incorrectlyThe oil level being within the 'safe' zone is correct, but as these engines hold only quarts of oil with a hole in the side of the block and oil leaking out causing the problem that it did, the most likely cause is that the engine was overfilled when the oil was changedIt is not a common occurrence for any Nissan engine with 31k miles to have an engine come apart without outside influence or an incorrect repairThere was never any mention of no oil being in the vehicle, we stated that the oil level was low due to the hole in the engineOnce the Nissan extended warranty declined the repair, we went through another step to attempt to take care of our customer and we called our Nissan rep to see if there was a possibility of any assistance from Nissan for the repair, this was also declined for the same reasonAt this point our hands are tied as Nissan is the one paying the bill, so we need authorization to complete the repairs in order for our dealership to be paid from the Nissan extended warrantyWe did offer to work with the customer on pricing for the repairs to help out where we can at the dealership levelCustomer was recommended to call the customer concerns hotline for Nissan
I have attached a copy of the repair order for this service visit, the first line is for a vehicle recall, the second line states: customer states there is a thumping type noise that is rotational, guest replaced his rear brakes and it started right after, please adviseThe third line states:
Customer states he wants to do his own rear brakes can we break the bolts loose so he can do the brakes, he tried but could not get them looseThe fourth line states: customer states please inspect for oil leak.The customer drove down from the mountains after attempting to repair their own vehicle with the rear wheels extremely loose and all the customer approved to be done is to tighten the lug nuts, which we noted on the inspection report that they were only hand tightSo we torqued the wheels to specThe problem is, once a wheel is loose and driven on for any period of time it can potentially damage the hub, lug studs, lug nuts and wheelsSo in the end, we only tightened the wheel lug nuts, we never removed them, nor removed the wheels to inspect or replace any components. If one lug nut had been over-torqued they would have all been over-torquedFor the rear brake concern, we are able to remove the requested bolts from the inside of the wheel without removing the wheels at all, so the technician removed the bolts that the customer requested, applied anti-seize to them and reinstalled them also to factory torque specsEveryone of our technicians use factory torque settings with the proper tools as required per job
Complaint: ***
The purpose of this correspondence is to respond to my complaint. The primary dx that we all agree on is the Piston Rod blew through my EngineWithout tearing down the Engine there is no proof of what really happened to my Car. I have receipts, and documents from my prior Oil Change as well as video showing my oil change was done properly. Blaming an aftermarket shop for over filling my oil is irresponsible, dishonest, and convenient for the Dealership, as well as Nissan North American, and my Nissan Extended Warranty. It is important to note that NO one at Empire Nissan was privy to a complete evaluation of the Car after the Piston Rod penetrated through my Core of my EngineI intend to pursue this Mechanical Failure, and expect my Extended Warranty to cover this obvious defect. I have had all major work completed my Car through Nissan Dealerships, and it does not state anywhere in my Extended Warranty that all my Oil Changes have to be completed by NissanOnly that I have records proofing that my Car is maintained properly. I have provided all documents showing that, and I feel Nissan needs to find out what really went wrong with the Mechanical Failure of my Engine. Again, I have documents, and taped video of my last oil change, and further correspondence will be provided by my legal counsel.
Respectfully submitted,
*** ***
We had been working with Nissan corporate to acquire coverage for Mr*** repairs for a couple monthsWe diagnosed it as needing a engine replacement due to being overheated from a radiator that failedUnfortunately, with the extended warranty that Mr*** purchased at a Nissan dealer in New
Jersey there was a clause that voided any repair coverage that resulted from an overheating concern of any kindWe proceeded to go up the ladder with the extended warranty company and got nowhereWith the vehicle being out of powertrain warranty by 14,miles I attempted to acquire goodwill repair for the engine from Nissan directly, they along with us at the dealership level covered $of the repair and Mr*** only had to pay $for a brand new Nissan engine parts and laborWe did this strictly because we were doing the right thing and taking care of OUR customer, even though the vehicle, and the warranty and the maintenance had all been completed at another dealershipNissan and Empire Lakewood Nissan stepped up to attempt to retain the loyalty and satisfaction of our customer here and for others that are deservingMr*** was appreciative and understood the situation was out of our complete control and the issue was with the extended warranty, not with our dealershipWe did not get notice for this Revdex.com concern until after his vehicle was repaired and back on the road
We were working with the customers extended warranty company to get the repairs approved for her MuranoWe were at the mercy of the extended warranty company for a couple days and once they came out and inspected the vehicle, it took another day for them to approve the repair, then we ordered the
parts that were needed for the repairOnce the parts arrived (transmission) we started working on the repairs, the car being badly rusted caused us many extra hours of labor to fix and repair properly, which we took care of internally and did not charge the customer forWe did take longer than expected to complete the entire job and once the customer came in and talked with us the vehicle was almost completed so it was too late to remedy the situationWe do apologize for the lack of proper communication, it is also unfortunate to be at the mercy of a secondary company for setting completion times
Final Consumer Response /* (2000, 7, 2015/11/12) */
This issue is resolved. The business refunded the money owed in the form of a check picked up on Monday November 9, 2015
Initial Business Response /* (1000, 5, 2015/08/26) */
Revdex.com & [redacted] ,
Hello and thank you for the opportunity to respond back. My name is Azar Safi, Used Car Sales Manager with Empire Lakewood Nissan since 10/2014. I personally tried to contact [redacted] via telephone on Monday August 25...
2015 Phone # XXX-XXX-XXXX to no avail. Left a voicemail. [redacted] returned my call, I was busy at the time, called back, voicemail again. Back to the issue here. Our client purchased the 2010 KIA Soul for $17,995, not $20k as stated. Our client also at the time had a vehicle traded in. Due to the credit situation at the time, its considered a high risk loan. Empire Lakewood Nissan is not the one who carries the loan/note on the vehicle, the bank does. [redacted] was approved thru Capital One Auto Finance for 72 Months at a 21% Interest rate. Few issues here I would like to address that is being misrepresented and fabricated to make us look unethical. 1) Capital One is the lender whom is charging 21% due to the credit situation, not us 2) Banks will not finance a vehicle for "double" the amount of its retail value(it would not make sense) 3) 1 year later, after paying 21%, including the taxes, trades, warranty purchase, having negative equity is common. Banks do not finance a loan of $20k for a vehicle valued at $12k, we cannot send over book value for a 2014/2015 VS a 2010 as stated. These fabricated facts such as these stated are the reason why its so hard to finance high risk customers. We as a dealership send over all the customers information, the price breakdown, the NADA & KBB Book value to the bank, they [redacted] the situation and in return set the rate and term. We are willing to help trade [redacted] out of the vehicle but based off the complaint, that step is already too late. We are in no wrong doing, no position to have to succumb to the 3 "DEMANDS" listed above. We can help TRADE the vehicle back in for its value but will not credit back money. When you buy ANY vehicle, you automatically lose TAX money, extra items purchased and loss of value for year/miles/condition. Therefore making no sense as to what's being demanded. We cannot force NOR pressure customers into SIGNING all documents as needed, not one or two, but a handful. [redacted] signed all these documents at her own will, saw the numbers, knew the fact the credit situation isn't good and we did our part and helped her get financed thru a respectful bank in CAPITAL ONE AAUTO FINANCE. Just like our client can show "documents", so can we. credibility is lost when the complaint comes 1-year after purchase, fabricated numbers are thrown around and facts are made up. To recap, vehicle was purchased for $17995, not "$20k", vehicle is financed thru CAP-1 therefor rate/term is set by the bank, not us. Banks use book values in which they call a LOAN TO VALUE RATIO(LTV), vehicle wouldn't have gotten financed if price was "double" its worth. Revdex.com please see the facts and lets see what we can do.
Even though its 1-Yera later, We are willing to help her TRADE the vehicle. Nothing more.
Thank You
Initial Consumer Rebuttal /* (3000, 7, 2015/09/01) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I agree that [redacted] and I did play phone tag, that was not the issue, Nor was the issue that I had a poor credit rating from going through a hellacious divorce and custody issues. Going through that made me very vulnerable and in heighten distraught state. In hindsight yes I should have had someone with me who could have thought clearly and who would have noticed that the price for the used [redacted] was more than even [redacted] were selling for.
I have also launched an investigation within [redacted] in regards to this loan and who approved it. Ultimately they say that they do not assess the value of the car, but rather my financial capability. The value and the price is purely within my and the dealerships realm of assessment.
The issue remains that this car sold for far above the value. The information that I was given regarding the value was not accurate and again in my emotional state I was not thinking clearly enough to launch my own investigation on the value of the vehicle before I signed. I took them at their word which was very naïve of me.
It is unfortunate that they have lived up to the stereo type of used car sales. Some actually want to help their customers get the best deal possible while still making money, so they have return business. This does not seem to be the case for Empire Nissan.
Unfortunately for Empire Nissan I have been advised by not only other dealerships who have looked at the deal that was made, but also my credit union to report this unethical deal/practice to the Revdex.com. As I am in a corner unable to resale the vehicle, refinance the vehicle, or trade the vehicle in because the vehicle value is only half of what the loan is, Unless Empire Nissan can somehow right this wrong they have done. I highly doubt they would be okay with this deal if it had been their wife, daughter, or Mother in this situation.
Yes I signed the papers despite my concern about the payment amount. Again I thought they were on the up and up, again my mistake. So my mistake was being emotionally susceptible to their sales practices in which I was completely taken advantage for. I have to live with this mistake as it appears that I have not options, again unless Empire Nissan can rectify this wrong deal. I have tried for the last 9 months to rectify, but it was unknown to me until recently as to why I was unable to refinance or trade in the car, which has spurred me to contact them and then I contacted the Revdex.com for when I did not initially receive return phone calls.
Final Consumer Response /* (4200, 13, 2015/10/03) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Despite the ongoing confusion and attempts to redirect the attention to things that are not the point. The point is that a mentally and emotionally walked in to the car dealership and was bamboozled by the stereo typical car salesman. The bottom line I was sold a car for $18,000 that is only worth half that. It was only recently brought to my attention WHY I could not refinance or trade it in...which is when I tried reaching out to empire Nissan and then the Revdex.com to get assisustance in righting this wrong.
Final Business Response /* (4000, 15, 2015/10/07) */
As the consumer has stated, despite the confusion, we are simply replying back to all her concerns and backing it with facts. We as a business will not be thrown fictional statements without having the right to back it up. There is no wrong doing here. She owes money on a vehicle which is worth the value it is in todays market due to her specific situation. We as the business do not know where else to go, we are repeating the same facts OVER and OVER again on these replies. We can help trade her out, that's all, as stated three times. If at the time the consumer had excellent credit, her rate/term/equity would differ which in return would make her situation today differ. You cannot have bad credit, negative equity on trade, taxes/fee's, rate(determined by bank) AND expect to have EQUITY. The fact that we have to repeat the same facts again and again baffles us. One year later there's emotion distress and we are stereo-typical salesmen? Thank you for typical rebuttal.
Foot note; We are willing to help trade the car, if not, thank you. Read above.
Initial Business Response /* (1000, 6, 2015/09/10) */
Customer came in to our dealership with a check engine light on, we diagnosed it being caused by a failure in the VVT solenoid caused by the engine being very low of engine oil. The transmission control module had an available update for the...
software that would fix the secondary code for the vehicle speed sensor, so the customer approved that repair after we adjusted the price for the diag/reprogram from $125 to $75 to help the customer. The other recomendation with the TCM reprogram was to change the oil and add BG MOA to aid the lubrication of the engine since it had been run so low on oil. So that when the vehicle left it had the right amount of oil and no check engine light. The total paid by the customer was $136.57 which included the oil change, BG MOA additive, and labor time for the technician to update the software of the TCM. Customer originally signed for $125 diagnosis charge that comes to $137 after shop supplies and tax. We did what we could to satisfy the customer and worked on the price. Customer stated that since his computer company does free software updates for their customers, we should also do the same.
Hello, I have some new information regarding my complaint referenced above against Empire Lakewood Nissan. I called [redacted] this morning to find out the status of my case. The rep that I spoke to said that [redacted] isn't covering the repair of my vehicle because Empire Lakewood Nissan sold me...
an [redacted] contract for a vehicle that is supposed to be for a certified pre owned vehicle which mine is not. So Empire Lakewood Nissan sold me an [redacted] contract at the cost of $1976 which is useless to me. [redacted] will only cover repairs that a certified pre owned vehicle warranty does not cover, which again my vehicle is not. In light of this I want to be refunded the $1976 for this worthless [redacted] contract that I have. I have also reported this to the [redacted]. Can you please send this message to Empire Lakewood Nissan also, so they'll know that I know what they did to me. Thank you. [redacted]
I understand the frustration with this situation, we as a Nissan dealership only make money when we are fixing and repairing vehicles, and when completing repairs under Nissan warranty there are guidelines that we must adhere to. Once we completed the diagnosis on this vehicle we are required to put...
together the estimate for Nissan, then call them to get approval for the repairs before starting anything. Once we called the Nissan extended warranty we answered the questions they had, and they then determined that the repair was not covered under the contract due to the likely possibility that the aftermarket shop that completed the oil change completed it incorrectly. The oil level being within the 'safe' zone is correct, but as these engines hold only 4.1 quarts of oil with a hole in the side of the block and oil leaking out causing the problem that it did, the most likely cause is that the engine was overfilled when the oil was changed. It is not a common occurrence for any Nissan engine with 31k miles to have an engine come apart without outside influence or an incorrect repair. There was never any mention of no oil being in the vehicle, we stated that the oil level was low due to the hole in the engine. Once the Nissan extended warranty declined the repair, we went through another step to attempt to take care of our customer and we called our Nissan rep to see if there was a possibility of any assistance from Nissan for the repair, this was also declined for the same reason. At this point our hands are tied as Nissan is the one paying the bill, so we need authorization to complete the repairs in order for our dealership to be paid from the Nissan extended warranty. We did offer to work with the customer on pricing for the repairs to help out where we can at the dealership level. Customer was recommended to call the customer concerns hotline for Nissan.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Sincerely, [redacted]
I understand the frustration with this situation, we as a Nissan dealership only make money when we are fixing and repairing vehicles, and when completing repairs under Nissan warranty there are guidelines that we must adhere toOnce we completed the diagnosis on this vehicle we are required to put together the estimate for Nissan, then call them to get approval for the repairs before starting anythingOnce we called the Nissan extended warranty we answered the questions they had, and they then determined that the repair was not covered under the contract due to the likely possibility that the aftermarket shop that completed the oil change completed it incorrectlyThe oil level being within the 'safe' zone is correct, but as these engines hold only quarts of oil with a hole in the side of the block and oil leaking out causing the problem that it did, the most likely cause is that the engine was overfilled when the oil was changedIt is not a common occurrence for any Nissan engine with 31k miles to have an engine come apart without outside influence or an incorrect repairThere was never any mention of no oil being in the vehicle, we stated that the oil level was low due to the hole in the engineOnce the Nissan extended warranty declined the repair, we went through another step to attempt to take care of our customer and we called our Nissan rep to see if there was a possibility of any assistance from Nissan for the repair, this was also declined for the same reasonAt this point our hands are tied as Nissan is the one paying the bill, so we need authorization to complete the repairs in order for our dealership to be paid from the Nissan extended warrantyWe did offer to work with the customer on pricing for the repairs to help out where we can at the dealership levelCustomer was recommended to call the customer concerns hotline for Nissan
I have attached a copy of the repair order for this service visit, the first line is for a vehicle recall, the second line states: customer states there is a thumping type noise that is rotational, guest replaced his rear brakes and it started right after, please adviseThe third line states:
Customer states he wants to do his own rear brakes can we break the bolts loose so he can do the brakes, he tried but could not get them looseThe fourth line states: customer states please inspect for oil leak.The customer drove down from the mountains after attempting to repair their own vehicle with the rear wheels extremely loose and all the customer approved to be done is to tighten the lug nuts, which we noted on the inspection report that they were only hand tightSo we torqued the wheels to specThe problem is, once a wheel is loose and driven on for any period of time it can potentially damage the hub, lug studs, lug nuts and wheelsSo in the end, we only tightened the wheel lug nuts, we never removed them, nor removed the wheels to inspect or replace any components. If one lug nut had been over-torqued they would have all been over-torquedFor the rear brake concern, we are able to remove the requested bolts from the inside of the wheel without removing the wheels at all, so the technician removed the bolts that the customer requested, applied anti-seize to them and reinstalled them also to factory torque specsEveryone of our technicians use factory torque settings with the proper tools as required per job
Complaint: ***
The purpose of this correspondence is to respond to my complaint. The primary dx that we all agree on is the Piston Rod blew through my EngineWithout tearing down the Engine there is no proof of what really happened to my Car. I have receipts, and documents from my prior Oil Change as well as video showing my oil change was done properly. Blaming an aftermarket shop for over filling my oil is irresponsible, dishonest, and convenient for the Dealership, as well as Nissan North American, and my Nissan Extended Warranty. It is important to note that NO one at Empire Nissan was privy to a complete evaluation of the Car after the Piston Rod penetrated through my Core of my EngineI intend to pursue this Mechanical Failure, and expect my Extended Warranty to cover this obvious defect. I have had all major work completed my Car through Nissan Dealerships, and it does not state anywhere in my Extended Warranty that all my Oil Changes have to be completed by NissanOnly that I have records proofing that my Car is maintained properly. I have provided all documents showing that, and I feel Nissan needs to find out what really went wrong with the Mechanical Failure of my Engine. Again, I have documents, and taped video of my last oil change, and further correspondence will be provided by my legal counsel.
Respectfully submitted,
*** ***
Please close out the complaint as this was taken care of several weeks ago!
We had been working with Nissan corporate to acquire coverage for Mr*** repairs for a couple monthsWe diagnosed it as needing a engine replacement due to being overheated from a radiator that failedUnfortunately, with the extended warranty that Mr*** purchased at a Nissan dealer in New
Jersey there was a clause that voided any repair coverage that resulted from an overheating concern of any kindWe proceeded to go up the ladder with the extended warranty company and got nowhereWith the vehicle being out of powertrain warranty by 14,miles I attempted to acquire goodwill repair for the engine from Nissan directly, they along with us at the dealership level covered $of the repair and Mr*** only had to pay $for a brand new Nissan engine parts and laborWe did this strictly because we were doing the right thing and taking care of OUR customer, even though the vehicle, and the warranty and the maintenance had all been completed at another dealershipNissan and Empire Lakewood Nissan stepped up to attempt to retain the loyalty and satisfaction of our customer here and for others that are deservingMr*** was appreciative and understood the situation was out of our complete control and the issue was with the extended warranty, not with our dealershipWe did not get notice for this Revdex.com concern until after his vehicle was repaired and back on the road
We were working with the customers extended warranty company to get the repairs approved for her MuranoWe were at the mercy of the extended warranty company for a couple days and once they came out and inspected the vehicle, it took another day for them to approve the repair, then we ordered the
parts that were needed for the repairOnce the parts arrived (transmission) we started working on the repairs, the car being badly rusted caused us many extra hours of labor to fix and repair properly, which we took care of internally and did not charge the customer forWe did take longer than expected to complete the entire job and once the customer came in and talked with us the vehicle was almost completed so it was too late to remedy the situationWe do apologize for the lack of proper communication, it is also unfortunate to be at the mercy of a secondary company for setting completion times
Final Consumer Response /* (2000, 7, 2015/11/12) */
This issue is resolved. The business refunded the money owed in the form of a check picked up on Monday November 9, 2015
Initial Business Response /* (1000, 5, 2015/08/26) */
Revdex.com & [redacted] ,
Hello and thank you for the opportunity to respond back. My name is Azar Safi, Used Car Sales Manager with Empire Lakewood Nissan since 10/2014. I personally tried to contact [redacted] via telephone on Monday August 25...
2015 Phone # XXX-XXX-XXXX to no avail. Left a voicemail. [redacted] returned my call, I was busy at the time, called back, voicemail again. Back to the issue here. Our client purchased the 2010 KIA Soul for $17,995, not $20k as stated. Our client also at the time had a vehicle traded in. Due to the credit situation at the time, its considered a high risk loan. Empire Lakewood Nissan is not the one who carries the loan/note on the vehicle, the bank does. [redacted] was approved thru Capital One Auto Finance for 72 Months at a 21% Interest rate. Few issues here I would like to address that is being misrepresented and fabricated to make us look unethical. 1) Capital One is the lender whom is charging 21% due to the credit situation, not us 2) Banks will not finance a vehicle for "double" the amount of its retail value(it would not make sense) 3) 1 year later, after paying 21%, including the taxes, trades, warranty purchase, having negative equity is common. Banks do not finance a loan of $20k for a vehicle valued at $12k, we cannot send over book value for a 2014/2015 VS a 2010 as stated. These fabricated facts such as these stated are the reason why its so hard to finance high risk customers. We as a dealership send over all the customers information, the price breakdown, the NADA & KBB Book value to the bank, they [redacted] the situation and in return set the rate and term. We are willing to help trade [redacted] out of the vehicle but based off the complaint, that step is already too late. We are in no wrong doing, no position to have to succumb to the 3 "DEMANDS" listed above. We can help TRADE the vehicle back in for its value but will not credit back money. When you buy ANY vehicle, you automatically lose TAX money, extra items purchased and loss of value for year/miles/condition. Therefore making no sense as to what's being demanded. We cannot force NOR pressure customers into SIGNING all documents as needed, not one or two, but a handful. [redacted] signed all these documents at her own will, saw the numbers, knew the fact the credit situation isn't good and we did our part and helped her get financed thru a respectful bank in CAPITAL ONE AAUTO FINANCE. Just like our client can show "documents", so can we. credibility is lost when the complaint comes 1-year after purchase, fabricated numbers are thrown around and facts are made up. To recap, vehicle was purchased for $17995, not "$20k", vehicle is financed thru CAP-1 therefor rate/term is set by the bank, not us. Banks use book values in which they call a LOAN TO VALUE RATIO(LTV), vehicle wouldn't have gotten financed if price was "double" its worth. Revdex.com please see the facts and lets see what we can do.
Even though its 1-Yera later, We are willing to help her TRADE the vehicle. Nothing more.
Thank You
Initial Consumer Rebuttal /* (3000, 7, 2015/09/01) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I agree that [redacted] and I did play phone tag, that was not the issue, Nor was the issue that I had a poor credit rating from going through a hellacious divorce and custody issues. Going through that made me very vulnerable and in heighten distraught state. In hindsight yes I should have had someone with me who could have thought clearly and who would have noticed that the price for the used [redacted] was more than even [redacted] were selling for.
I have also launched an investigation within [redacted] in regards to this loan and who approved it. Ultimately they say that they do not assess the value of the car, but rather my financial capability. The value and the price is purely within my and the dealerships realm of assessment.
The issue remains that this car sold for far above the value. The information that I was given regarding the value was not accurate and again in my emotional state I was not thinking clearly enough to launch my own investigation on the value of the vehicle before I signed. I took them at their word which was very naïve of me.
It is unfortunate that they have lived up to the stereo type of used car sales. Some actually want to help their customers get the best deal possible while still making money, so they have return business. This does not seem to be the case for Empire Nissan.
Unfortunately for Empire Nissan I have been advised by not only other dealerships who have looked at the deal that was made, but also my credit union to report this unethical deal/practice to the Revdex.com. As I am in a corner unable to resale the vehicle, refinance the vehicle, or trade the vehicle in because the vehicle value is only half of what the loan is, Unless Empire Nissan can somehow right this wrong they have done. I highly doubt they would be okay with this deal if it had been their wife, daughter, or Mother in this situation.
Yes I signed the papers despite my concern about the payment amount. Again I thought they were on the up and up, again my mistake. So my mistake was being emotionally susceptible to their sales practices in which I was completely taken advantage for. I have to live with this mistake as it appears that I have not options, again unless Empire Nissan can rectify this wrong deal. I have tried for the last 9 months to rectify, but it was unknown to me until recently as to why I was unable to refinance or trade in the car, which has spurred me to contact them and then I contacted the Revdex.com for when I did not initially receive return phone calls.
Final Consumer Response /* (4200, 13, 2015/10/03) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Despite the ongoing confusion and attempts to redirect the attention to things that are not the point. The point is that a mentally and emotionally walked in to the car dealership and was bamboozled by the stereo typical car salesman. The bottom line I was sold a car for $18,000 that is only worth half that. It was only recently brought to my attention WHY I could not refinance or trade it in...which is when I tried reaching out to empire Nissan and then the Revdex.com to get assisustance in righting this wrong.
Final Business Response /* (4000, 15, 2015/10/07) */
As the consumer has stated, despite the confusion, we are simply replying back to all her concerns and backing it with facts. We as a business will not be thrown fictional statements without having the right to back it up. There is no wrong doing here. She owes money on a vehicle which is worth the value it is in todays market due to her specific situation. We as the business do not know where else to go, we are repeating the same facts OVER and OVER again on these replies. We can help trade her out, that's all, as stated three times. If at the time the consumer had excellent credit, her rate/term/equity would differ which in return would make her situation today differ. You cannot have bad credit, negative equity on trade, taxes/fee's, rate(determined by bank) AND expect to have EQUITY. The fact that we have to repeat the same facts again and again baffles us. One year later there's emotion distress and we are stereo-typical salesmen? Thank you for typical rebuttal.
Foot note; We are willing to help trade the car, if not, thank you. Read above.
Initial Business Response /* (1000, 6, 2015/09/10) */
Customer came in to our dealership with a check engine light on, we diagnosed it being caused by a failure in the VVT solenoid caused by the engine being very low of engine oil. The transmission control module had an available update for the...
software that would fix the secondary code for the vehicle speed sensor, so the customer approved that repair after we adjusted the price for the diag/reprogram from $125 to $75 to help the customer. The other recomendation with the TCM reprogram was to change the oil and add BG MOA to aid the lubrication of the engine since it had been run so low on oil. So that when the vehicle left it had the right amount of oil and no check engine light. The total paid by the customer was $136.57 which included the oil change, BG MOA additive, and labor time for the technician to update the software of the TCM. Customer originally signed for $125 diagnosis charge that comes to $137 after shop supplies and tax. We did what we could to satisfy the customer and worked on the price. Customer stated that since his computer company does free software updates for their customers, we should also do the same.
Hello, I have some new information regarding my complaint referenced above against Empire Lakewood Nissan. I called [redacted] this morning to find out the status of my case. The rep that I spoke to said that [redacted] isn't covering the repair of my vehicle because Empire Lakewood Nissan sold me...
an [redacted] contract for a vehicle that is supposed to be for a certified pre owned vehicle which mine is not. So Empire Lakewood Nissan sold me an [redacted] contract at the cost of $1976 which is useless to me. [redacted] will only cover repairs that a certified pre owned vehicle warranty does not cover, which again my vehicle is not. In light of this I want to be refunded the $1976 for this worthless [redacted] contract that I have. I have also reported this to the [redacted]. Can you please send this message to Empire Lakewood Nissan also, so they'll know that I know what they did to me. Thank you. [redacted]
I understand the frustration with this situation, we as a Nissan dealership only make money when we are fixing and repairing vehicles, and when completing repairs under Nissan warranty there are guidelines that we must adhere to. Once we completed the diagnosis on this vehicle we are required to put...
together the estimate for Nissan, then call them to get approval for the repairs before starting anything. Once we called the Nissan extended warranty we answered the questions they had, and they then determined that the repair was not covered under the contract due to the likely possibility that the aftermarket shop that completed the oil change completed it incorrectly. The oil level being within the 'safe' zone is correct, but as these engines hold only 4.1 quarts of oil with a hole in the side of the block and oil leaking out causing the problem that it did, the most likely cause is that the engine was overfilled when the oil was changed. It is not a common occurrence for any Nissan engine with 31k miles to have an engine come apart without outside influence or an incorrect repair. There was never any mention of no oil being in the vehicle, we stated that the oil level was low due to the hole in the engine. Once the Nissan extended warranty declined the repair, we went through another step to attempt to take care of our customer and we called our Nissan rep to see if there was a possibility of any assistance from Nissan for the repair, this was also declined for the same reason. At this point our hands are tied as Nissan is the one paying the bill, so we need authorization to complete the repairs in order for our dealership to be paid from the Nissan extended warranty. We did offer to work with the customer on pricing for the repairs to help out where we can at the dealership level. Customer was recommended to call the customer concerns hotline for Nissan.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]