Empire Nissan

Ms [redacted] 's vehicle was repaired and the vehicle is in working orderThe vendor canceled the appointment to remove the dent without enough notice to make other accommodationsWe made an attempt to notify Ms [redacted] but were unsuccessfulWhen the guest arrived for delivery we offered three reasonable solutionsLeave the vehicle and remain in the free loaner vehicle provided, have it repaired at her home or business at a time the best fits her schedule, or remove the dent during the free routine maintenance we provide for our customers when it becomes due She opted to have the dent removed from our vendor at her home and she would contact us when she is ready to do soWe consider this case to be closed, and we do not understand the context of the customer's response We have no further action to be taken at this time

This is our formal written response to case # received from your office on July 10, We did not have any contact with Ms [redacted] regarding an ongoing issue until the customer posted a review on the Yelp website July 07, We contacted the customer on July 10, at approximately 11:amWe discussed the customer concern regarding the sunroof repair in questionThe customer expressed a concern that the sunroof issue was not resolved on her new Nissan MaximaWe apologized for the issue and made arrangements to drop off her new vehicle here at Empire Nissan on Saturday, July 15, between the hours of 8:am and 12:pmWe are providing a comparable rental vehicle at our expense and promised the customer that we will not re-exchange vehicles until the repairs are complete, and to the customers satisfaction We would appreciate a resolution and closure of this case from the Revdex.com due to the swift response and resolution provided by Empire Nissan to accommodate the consumerThank you in advance for your prompt attention to this matter / [redacted] Style Definitions */

I am rejecting this response because:
Firstly, I sincerely thank you for your interest and intervention in this matterNever before have I contacted Revdex.com, nor have I felt it necessary to file a complaintYou've been most helpful in prompting resolution. On July at 12pm I received a call from *** *** at NissanHe apologized to me, and stated that that this has never happened beforeHe also states that no parts have been ordered for my car, aside from one part (with a viarbage I'm not familiar with)*** was unable to explain what had happened previous to todayHe stated that I should bring my car in for repair of the sunroof and agreed to repair the dent in the doorAlso, that both items would be fixed prior to me picking it back upLastly, he mentions that I should go to Enterprise for a rental car comparable to my ($42,000) Nissan Maxima PlatinumWe planned for me to arrive Saturday July between 8am-12pm and that I should see "***."On Saturday July, I met with ***I summarized what I knew about the sunroof when asked what was wrong with itI was given with a ride to Enterprise where I was provided with a Nissan JukeNobody I've discussed this exchange with considers this a comparable vehicle, but I suppose "comparable" is subjective. On Monday July I received a call that my vehicle was fixed & ready to be picked upIt was late in the evening when I arrived, so I did not speak with ***An ops check on the sun roof was not conducted in my presence, but I was a bit anxious about being there, and simply wanted to be on my way regardlessI glanced at my car door, and noticed the dent was not repairedThe gentleman I spoke with wasn't aware of the issue, so I was advised to speak with *** who I believe is Customers Relations? I explained to her what *** & I discussedSince *** had left for the day, she called him regardless*** relayed to me from *** that they didn't have enough time to fix the dent, and that I can keep the rental, and they'll fix it the next day, or I can just bring it back another timeI said something in reference to me working fulltime, etcand it not being easy for me to travel here, plus the rental will not fit the individuals I needed to travel withI asked if I could have it repaired at the Nissan closer to my homeI accepted the offer for someone to come to my home or work to do the repairI will contact them this week to establish a new date. I would like to believe that the next encounter will be the last, and that this ongoing issue will be put to restFor over years I've lived by the following core values: Integrity First - Service Before Self - Excellence in all we doPerhaps I have unrealistic expectations, but this is by far the most challenged establishment I've ever encounteredAside from poor communication overall, I don't know why I'm allegedly the only one to ever have these issues at Empire NissanAny guidance or advice you may have to offer, I will graciously accept.Thank you for your time,*** ***

Management contacted the guest by phone on 06/13/and discussed this written concernThe customer stated that the promise
of free service was for two yearsWe have a standard policy for all
customers to receive four free services during the first year of
ownershipThis policy is
consistent, only offered by us, and has never
been two years as stated in the concernThe customer did not receive
any contractual agreement for a two year plan and we intend to honor the
one year plan that was provided

Initial Business Response /* (1000, 5, 2015/12/23) */
Dealership came to an agreement with the customerCustomer is completely happy and satisfied with his transaction with Empire NissanCustomer stated he would provide a positive review on social media
Initial Consumer Rebuttal /* (3000, 7,
2016/01/05) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Contract was renegotiated and signedI am satisfied with the new contractI was told the old contract would not go through once the new contract was signedUpon looking at my credit report (dated 1/4/16) I see that the original contract hasn't been rescinded as it still shows the amount that I did not agree toI will be satisfied with Empire Nissan once my credit report reflects the appropriate amount
Final Business Response /* (4000, 9, 2016/01/15) */
The new contract took effect with Nissan on Jan 8, The old contract has been completely canceledDealership advised customer that it will take up to a month for this change to reflect on the credit reporting bureau agency

This is our formal written response to case #
received from your office on July 10, We did not have any contact with Ms[redacted] regarding an ongoing issue until the customer posted a review on
the Yelp website July 07,
We contacted the customer on July 10,
at approximately
11:amWe discussed the customer concern regarding the sunroof repair in
questionThe customer expressed a concern that the sunroof issue was not
resolved on her new Nissan MaximaWe apologized for the issue and made
arrangements to drop off her new vehicle here at Empire Nissan on Saturday,
July 15, between the hours of 8:am and 12:pmWe are providing a
comparable rental vehicle at our expense and promised the customer that we will
not re-exchange vehicles until the repairs are complete, and to the customers
satisfaction
We would appreciate a resolution and closure of this
case from the Revdex.com due to the swift response and resolution
provided by Empire Nissan to accommodate the consumerThank you in advance for
your prompt attention to this matter

Ms. [redacted]'s vehicle was repaired and the vehicle is in working order. The vendor
canceled the appointment to remove the dent without enough notice to
make other accommodations. We made an attempt to notify Ms. [redacted] but
were unsuccessful. When the guest arrived for delivery we offered
three reasonable solutions. Leave the vehicle and remain in the free
loaner vehicle provided, have it repaired at her home or business at a
time the best fits her schedule, or remove the dent during the free
routine maintenance we provide for our customers when it becomes due.
She opted to have the dent removed from our vendor at her home and she
would contact us when she is ready to do so. We consider this case to be
closed, and we do not understand the context of the customer's response.
We have no further action to be taken at this time.