Executive Jeep/Nissan

Mrs*** had her *** *** with miles serviced on August 29th2014. She came in with the concern that the traction control, *** and *** lights were onThe vehicle was diagnosis as needing a steering angle sensorThe price of the part and labor was
quoted to Mrs*** and she authorized the repair, she was advised at the same time that the part was on back orderWe have recieved a number of dates from the manufacture as to when that part is going to ship but each time the date comes and goes and the part is push back to a later dateThe manufacture is aware of the part being on back order and the district representative is aware of the part being on back order and they are doing everything they can to get the part to Executive so we can install it for the customerMrs***'s calls are not being ignoredThis is a manufacture issue not an Executive Jeep issue, we can not be held responsible for parts delays by the manufactureI have spoken to the manufactures representative and he has said he would consider a rental vehicle if a major snow storm was hitting the area but the vehicle would only be a or day rental and then Mrs*** would have to return the vehicle once the roads were clear, she would not be able to stay in the vehicle for a prolong periord of timeMrs*** can contact the manufacture and I believe she already has contacted them and they declined a rental/loaner vehicle while the part is on back orderI respectfully recommend that this case be closed because Executive Jeep has made every attempt to secure this part but we do not control the vendor or the manufactures processes to secure such items
Thank you
*** ***

Good afternoon,
 
 
I checked our 2 computers systems by then name and phone number and can not locate anyone under this name is it possible  it was form another one of our stores if she could double check that I can check.
 
 
Thank...

you, 
Scott O[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]

The customer took delivery on APRIL 7th they were from [redacted] and any car that come from out of state form [redacted] needs a out of state inspection  done form the state of [redacted] we used a out side service to do the regs for us out of state and they told us they need the inspection form and...

the customer need to bring the car to a inspection station we tried calling Mr. [redacted] and left numerous messages for him over a 2 week period then we sent out certified mail to him stating this  and then we had a phone number in the deal that was his sister and we got a hold of her and said she would have him call us another week went by then final he called us and we told  what he need to do and the car needed a few things and then the inspection was final done on  5.13.15 Mr. [redacted] was on a 30 day temp plate which was expired  all the paper work has been sent to [redacted] and we are waiting for it to return I will have my  office call to follow-up to see were they are in the process as reb ursment  for the  work that need to be performed is no problem as far a payment rebursment I can not do that, I will have the sale salesperson give him a call as soon as we here from [redacted]   Scott

July 1st. 2014
[redacted] did bring her vehicle in with a concern of a no start condition after sitting for a while after driving it. when the vehicle arive the technician inspected the vehicle and determined that the vehicle needed a starter and trigger wire see techs. notes ( scan...

tested has list of codes air bag ,radio , amp, light out , tipm ,so
drove the truck and it has no gas so a short trip then started 25 times 7
out of 25 wont start. tested the trigger wire and have voltage there 24 out of
25 times so replaced the starter and spliced in new trigger wire and
started 25 out of 25 time also did an update to the tipm. The signal to
start the truck come from the tipm. It  seems to be fine now but if any problems
in the future the tipm must be replaced also.)
 
July 7th. 2014
[redacted] bring the vehicle back and states the vehicle is still having the same issue, We advised that on the last repair the TIPM should be replaced and she ageed. We replaced the TIPM and start vehiclle though out the day and it started every time. Tech notes from this visit ( PREV-DIAG AS A BAD TIPM NOTE THE AIR BAG LIGHT IS ON ORC IS OFF LINE SOP
TIPM ITS ON BACK ORDER INSTALLED AND PRO-GRAMED THE TIPM TO THE TRUCK NOW
STARTS JUST FINE )
 
July 21st. 2014
[redacted] bring the vehicle back and said it was still not starting at times, we provided her with a free rental car and I drove her vehicle for the next 5 days, I took it everywhere I go during a normal day. I took it home every night I took it to lunch, to the store, to my doctors appointment and also just drove around and performed well over 50 starts and stops and could not duplicate her concern of an intermitting no start. I let it sit with the radio on and the radio of still could not duplicate the no start. I told [redacted] that if I could fine anything wrong with the vehicle I would repair it at no charge to her. She stated that people were telling her a tune up would fix the vehicles issue, I said I did not feel this was the issue, but if she wanted a tune up I would do it, but if she comes back again and still tells me it did not fix the issue and I can't duplicate the issue I would not continue to replace parts just as a guess because somebody she knows says so. If I can get the vehicle to not start I will be more than willing to do what needs to be done at no charge to [redacted] but I have to have it happen before just throwing parts at it.
 
Thank You
[redacted]
Service Manager

If the customer wishes we will make an attempt to reinstall the cover, this is an aftermarket cover, (non nissan) we do not have instructions for installation. however if customer can provide the instructions and we will reinstall for him.
 
[redacted]

Tell us why here...after reviewing the customer compliant about the transaction we are going to be sending out the customer the rebursment for $390 we have out the request in our accounting office and the refund check will go out  next week. [redacted]
*

[redacted] came in on June 29th. with the concern of the vehicle stalls out while driving. upon diagnosis we found a cracked spark plug so we recommended to replaced the plugs first. upon further investigation we also found she had water in her gas tank after taking a fuel sample. we recommended...

to remove the tank and clean the tank out. we also recommended to replace the fuel pump. [redacted] authorized the cleaning of the gas tank but did not authorize the replacement of the fuel pump. this is clearly stated on her repair order. [redacted] came into the service department on July 11th. and was extremely upset and was using language that was borderline abuse to myself and my employees. after I finally got [redacted]alm enough to have a conversation. I ask her what was the reason why you brought your vehicle in the first time and she agreed because it stalled while driving. I then ask her are you still having a problem with stalling while driving. she stated no I'm not. I ask her to be clear the problem ou are now having is at times the gas gauge is not reading correctly. she said yes. I tried to explain this is 2 different concerns but she was not willing to listen and just continued to cuss, the general manager was also in the office while these conversations were taking place. I offer to look at the issue for no charge and told [redacted] that if it had anything to do with what we did I would take care of it, but if not then we would have to have a conversation on the repair and the cost involved. [redacted] is just not willing to understand what water can do to a fuel system, the fuel pump has 2 parts to it and one is the fuel level sender which sends a message to the fuel gauge. as I mention we recommended the fuel pump on the original repair. I and Executive request that the customers claim against Executive Jeep Nissan be dismissed. We followed procedure and the customer ignored are request to replace the fuel pump on the original repair.  
Thank you
Frank G[redacted]

I would first like to apologize to [redacted]. I would first like to address the repair procedure that may be in question. [redacted]s [redacted] came in with the issue of gas splashing back when trying to fill the tank with gas. After careful diagnosis it was determined that the fuel tank...

needed replacement. after replacing the fuel tank and resecuring the lines associated with the tank the vehicle was test drive and determined that the repair was completed. The vehicle was towed back in on the 21st. with a fuel leak. [redacted] is correct that we gave her the tow companies number and they said they could not come out until the next day. [redacted] did us her [redacted] membership for the tow. I know that [redacted] feels that Mr. E[redacted] was trying to do something illegal with the date for the rental. We don't participate in the [redacted] rental program, however we do with the [redacted] program. The program rules is no renters under the age of **. As we know [redacted] is under the age of **. Anthony to see that [redacted] was very upset and needed to try and help. ( side note I as a manager I have the ability to override the age but it is only done on a case by case basis. ) in this case he knew he needed to just say yes due to the circumstance. He was just trying to make the situation better. I apologize if [redacted] thought that he was attempting to do something illegal. Mr. E[redacted] has been a long time employee with strong moral character and always tries to remove the road blocks for customers. [redacted] mention that the tow driver had advised her if she didn't have [redacted] the tow would have cost her $300.00, the fortunate thing is she did, I know she said she only gets 4 tows per year before she would have to pay for the 5th. one. I did check into a [redacted] membership and it is $74.95 for 1 person. I'm not aware of how many tows [redacted] has used in the past year. If this was her 4th. tow of the year I would be willing to offer the $74.95 so she could renew her membership and have and additional 4 tows. We did offer [redacted] a $100.00 service and parts credit, she mention she does all her own work. She can use the credit to purchase the parts she would need to perform her own work from our parts department with the credit. we sincerely regret this incident. This one incident doesn't reflect the thousands of repairs performed and satisfied customer at Executive Jeep Nissan.  Sincerely,Frank G[redacted] Service Manager Tell us why here...

Customer stated to service advisor on two occasions that he experience the noise prior to the minor collision, but was waiting for the upcoming oil change to bring in the vehicle for service. The autobody shop, affiliated with the dealership, conducted a structural inspection of the vehicle and stated that there was no structural damage to the vehicle and no reports of broken welds or any other items as previously stated by service manager’s previous claim. No rear tail light was replaced as part of the minor collision repair, only a rear bumper, a mud flap, and a decal. Customer has a print out from autobody shop that itemizes replaced items and work conducted. After the second attempt to install the tonneau cover onto customer’s vehicle, the tail gate operated correctly, however the tracks that run parallel to the truck bed were not installed correctly. On both tracks, on side of each track it higher than the other. The high points on the tracks are at direct opposite ends of the truck bed, in an “X” configuration, causing the tonneau cover to not properly tighten when closed and water to puddle in low ends . Prior to tonneau cover being removed by Nissan, customer never had an issue with the operation of the tonneau cover. During all history of service with this issue, customer dealt directly with service advisor, and only met with service manager on two occasions. All communication with customer conducted with service advisor, not service manager. As mentioned, mechanic from Nissan, who installed tonnaeu cover twice, stated to customer that he had little experience with installing tonnaeu covers. Customer is seeking tonneau cover to be reinstalled by shop were previously purchased to ensure proper installation that would not hinder the performance and warranty of tonneau cover. No false rumors are made to bolster concerns, it’s what the customer heard.

Im not good at these kind of things but felt the NEED to share my beyond amazing experience. I came in looking for a bigger vehicle that was safe, reliable, and most importantly could tow my horse. After a horse back riding accident a few years ago, I needed something that was comfortable and safe on the road, and being a girl, obviously stylish. Luckily I met Lauren, a young, savvy sales associate, and together we narrowed my search down to basically the best car in the show room (not surprising at all). With a budget in mind, Lauren and Steve the financing guru, helped me get my payments down to my comfort level and gave me exactly what I was looking for for my trade in ([redacted]. I walked out that night with my keys and new car and went straight to the barn. I never thought I'd get rid of my [redacted]s since it was my dream car, but I handed those keys over so fast and walked away easily.
When people say hassle free, no gimmicks, I never believe them, and even to me I still can't believe it, BUT its true at this dealership....they truly made buying this car as quick, easy, and fun as possible (even playing my favorite songs during the process). If you are looking for a jeep or nissan, you would be foolish not to come here first....trust me HAPPY HOLIDAYS!!

[redacted] did bring her vehicle in on May 8th. 2017 and indeed had what we call a complimentary multiple point visual inspection on her vehicle. We do this for each customer that comes into the service department. During this inspection is when it was noted that the rear shocks were recommended...

to be replaced. [redacted] was quoted at that time $389.88 plus tax. Like any business we run specials based on our ability to purchase items from the manufacture at a discounted rate. At the time she was quoted the price was reduced for that reason. Just like when you go to any retail business they advertise a price based on purchasing power and discounts from the supplier. [redacted] at the time didn't take advantage of the special discounted price. When she came back into the dealership for her next oil and filter change, again a complimentary visual  multi point inspection was perform and again the rear shocks were recommended. The new price which did not have a discount due to no special purchasing was $533.54 plus tax. However I did offer [redacted] a discount off the $533.54 in and e-mail that was sent to her on 07.25.17 that I did not get a response to. here is the e-mail Thank You Frank G[redacted] I’m writing to you about the rear shocks. You are correct that you were offered the rear shocks in May 2017 for $389.88 plus tax. At that time we were able to offer a better price on the shocks due to our purchases that we had made with the manufacturer and had received discounts on our purchases and we lowered our prices to the consumer. However just like a coupon used at a store the pricing expired. I can still offer you a great price, just not the price from the May quote. I can replace the rear shocks for $453.51 plus tax. If you would like to take advantage of this pricing please let me know. The normal price for these shocks installed is $533.54 plus tax. I’m sorry for any misunderstanding regarding this matter. Please present this e-mail to the service advisor if you choose to have the work perform so the correct pricing will be applied.  Thank you  Frank G[redacted] Service Manager

The Tonneau cover does not fit tightly when everything is snapped in due to the second improper installation from the dealership. The attached photos display the installation by the dealership that is causing the issue of the tonneau cover not properly securing tightly when in the closed position. The cover bed rails, that run parallel to the truck bed, are installed at different heights above the truck bed. The left front side is higher than the left rear side. The Right front side is lower than the right rear side. The height above the front left corner of the truck bed is approximately the same condition as the opposite corner at the right rear tail gate, which causes the cover to not close securely, causing wrinkles or low spots in the cover. When it rains, small pools of water collect along the sides of the bed rails causing the cover to stretch more. The internal knobs that balance the cover's elasticity can not set to the correct setting due to the cross height configuration as a part of the dealerships improper installation. When the customer purchased the cover from an authorized cover installer, it took the shop a little over two hours to install. It took the dealership twenty minutes to install the cover, on both instances.

Good afternoon,  I checked our 2 computers systems by then name and phone number and can not locate anyone under this name is it possible  it was form another one of our stores if she could double check that I can check.  Thank you, Scott O[redacted]

On December 11th. 2015 Mrs. [redacted] brought her 2010 [redacted] in for a recall and a full vehicle detail and alignment and drive belt replacement.  The only reason why the vehicle was not ready that day was due to the full detail, we performed a complete detail on the vehicle including hand...

wax and buff along with carpets cleaned and shampoo, tires and windows etc. As Mrs. [redacted] states we provided her with a loaner so as not to inconvenience her. Mrs. [redacted] did report to the General Manager that her radio was not working, and he ask me to have it looked at, which we did and found the radio was internally shorted. The wiring going to the back of the radio had power and ground but the radio itself was not turning on. Mrs. [redacted] felt that we caused the radio to stop working. I explain to her that the work we performed had nothing to do with the radio, we did and alignment, and drive belts both which have no connection with the radio, and the recall that had to do with checking a connector in the left front kick panel. I explain that no work was performed behind the dash where all the wiring is for the radio. I spoke with Mrs. [redacted] and I told her I would try to help the best that I could but it could just be a coincidence that the radio shorted out, I was confident that nothing we did could have caused this problem. I told her if I get in another [redacted] that would be a wholesale vehicle that we are not going to keep for sale I would remove the radio and put in it her vehicle for no charge. a number of weeks had past and we did not get one in. Mrs. [redacted] called me and said she was leaving for Florida and wanted something done , so I made a call to a company that installs radio's and accessories the companies name is [redacted] out of Wallingford ct. I provided them with the make and model and year and ask how much to install a radio. they gave me a price of $240.00 I called Mrs. [redacted] and told her the price and told her I would split the price $120.00 each and she agreed. so I contacted [redacted] and scheduled an appointment. The part that Mrs. [redacted] is not understanding is I do not get the radio for cost from another business. that may have been [redacted] cost but not mine, and I have to pay for them to install it. I do not set the price for a company that Executive Auto Group does not own. The price for the radio and installation was $240.00 and that is what I was charged by [redacted]. We both agreed to pay for half. Executive did pay for half. I have attached a copy of the bill from [redacted] along with the internal po showing we paid [redacted] $240.00We respectfully hope that the Revdex.com see's that Executive Jeep [redacted] acted in a professional manner to rectify Mrs. [redacted]s concern. Thank youFrank [redacted]Service Manager

To whom it may concern:
 
On June 8th. 2015 Mrs. *** *** was traveling through Connecticut and had her 2008 *** Armada towed to Executive Jeep Nissan. The vehicle was towed in for leaking gas. We verified that indeed it was leaking fuel. We had to remove the fuel...

tank in order to access where the leak was coming from. We locted the leak and it was coming from the main fuel pump pressure line. It is held on with a clip that is built into the line. We could not see why it came off but it had become un clipped . We check on the availiblity of a new line but it was 3 to 5 business days out. We advised the customer that to get a new line the vehicle would be down for 3 to 5 days. They ask if there was anything else we could do. We advised we could put the old line back on and see if it would hold but that if it came back off they would surely ned to replace the line. The customer agreed and we reinstalled the old line. We pulled on the line after it was installed a number of times trying to see if it was secure and it seem to be. We reinstalled the gas tank and related parts and advised the customer verbally that again if the line comes off again it should be replaced. I have attached a copy of the repair order and you can see clearly everything is noted on the repair order. We respectfully ask that this cased be dropped because we did everything we could to help the customer get back on the road and attempt to get back home. They were fully aware that this may be a temporary fix until they could get home.
Thank you
*** ***
Service Manager

Complaint: [redacted]
I am rejecting this response because:
When the truck was brought in on March 31st due
to the 4x4 not be able to disengage and an oil change. Customer also made
comment of a squeaking/chirping sound when driving over bumps and turning. A
diagnosis was also completed at the customer’s expense, in order to correct the
noise issue with the truck. The front sway bar end links were replaced without notifying
the customer prior to the repair, allowing the customer to authorize the repair.  On April 7th, a road test was conducted
by the customer and a mechanic, which was an estimated 5 mile trip and did not
last an hour as reported previously reported by the service manager, and no
noise was heard.  Service advisor stated to
customer when he came to pick up his truck that a mechanic conducted a separate
road test without the customer and stated the mechanic did heard a noise which he
then proceeded to lube the truck bed bushings. 
Another diagnosis and 27 point inspection was conducted by the mechanic
and did not find any damaged/deteriorated parts on the vehicle or any further
issue.   
On April 16th, customer returned to
dealership with the same noise issue and stated that the over the weekend
noticed that the hood prop holder head was sheared off, not allowing for the
hood of the vehicle to stay open.  Customer
has not opened the hood since the two previous visits to the dealership in
which an oil change and a 27 point inspection were both completed.  Customer asked if 27 point inspection previously
performed covers checking engine bay, service advisor stated it did.  Customer asked how the hood of the vehicle
could stay open during the 27 inspection if the hood prop was damaged.  Service manager stated it could have fell off
during normal driving.  Customer
requested a different mechanic to work on vehicle in an effort to correct noise
issue.  When customer came back that evening
to pick up vehicle, service advisor stated to customer that the driver side
rear shock was leaking and needed to be replaced.  Service manager correct in that he stated
that the shock was on back order from both Nissan and the one company that the
customer researched and was unable to determine when the shock was to be
delivered.  Service manager stated to
customer that the leaking shock was the rear driver side shock, not the rear
passenger side shock.  Customer agreed to
have leaking shock replaced by Nissan, and would replace the passenger side
shock at own cost at a later time.  Nissan
ordered the driver side rear shock, not the customer, because Nissan would only
warranty the part if it was ordered by them. 
Time of delivery for the shock was unsure by the dealership due to the
back order.  A road test was conducted that
evening by the customer and the mechanic who diagnosed the leaking shock for 20
minutes at which time both, the customer and mechanic, heard the noise. Customer
stated to service advisor that truck was taken to body shop for minor repairs,
but noise had been occurring before body work and that the body shop had issues
in receiving parts on time which did not allow the customer to bring in the
truck earlier.  Customer stated that body
shop that truck was taken to was chosen because it was affiliated with Nissan,
being that it was Nissan’s body shop.  Customer
felt that if service manager felt that the issue was body shop related, that
service manager should contact body shop, not customer since it is affiliated
with the dealership.  
On April 18th,
customer called service advisor and asked if a rear passenger speaker could be
ordered and if it was covered by easy car warrant due to cracking noise when
operating.  Service advisor confirmed
that easy car warranty covers speaker replacement and told customer that speaker
would arrive by the 22nd of April. 
Service advisor called customer on April 24th, stating that
the shock had arrived but the rear passenger speaker did not.  Customer asked if speaker was backed ordered
and service advisor stated that it wasn’t. 
Speaker did not arrive until April 30th.  On May 1st, customer dropped off
truck for rear driver side shock replacement, rear passenger side speaker
replacement and to leave it overnight so that Nissan could drive truck all day
to ensure that noise issue was corrected. 
Service advisor called customer same day stating that the parts have
been replaced and that the mechanic conducting the repairs, the same one who
lubed the truck bed bushings and missed the rear leaking driver side shock, had
removed the tonneau cover off and conducted a road test and no noise was
heard.  Customer came that evening to pick
up vehicle and was asked to conduct a road test with the mechanic.  Drove with mechanic for 6 miles without the
tonneau cover and did not hear noise. 
When returned back to shop, mechanic asked customer if he wanted tonneau
covered reinstalled and customer agreed. 
When customer tried to open tail gate, tail gate was rubbing against
snap end cap from tonneau cover. When customer tried to close tail gate, tail
gate would not close properly due to improper installation. Customer showed
improper installation to service advisor who stated that mechanic could
reinstall tonneau cover properly.  Second
attempt made was incorrect. Tonneau cover tracks, which run parallel to truck
bed were not level and plum with finished height of bed trim, causing the
tonneau cover to sag at the sides.  Mechanic
who installed tonneau cover stated he did not have experience with tonneau
cover model.  Tonneau cover was purchased
specifically for make, model, and year of truck.  Tonneau cover not installed same way as it
was previously that morning when customer dropped off truck for repairs.  Tonneau cover was not sagging nor did it
hinder the operation of opening and closing the tail gate as it did when the
Nissan mechanic reinstalled the tonneau cover. Service manager muttered
obscenity about customer under his breath on his way out to inspect tonneau
cover.   Service manager stated that issue was costing
him time and money.  Service manager told
customer to leave and that in his opinion the tonneau cover was properly
installed.  Customer stated that truck
was purchased through Nissan with a warranty and that he is in the right to have
issue corrected.  Squeaking nise
continues to be an issue with the truck. 
If service manager could not correct noise issue, he should have made it
clear to customer.  Customer felt the
dealership could not properly determine the cause of the noise and were chasing
parts.  Customer had conducted three road
tests with Nissan mechanics, not 6 as previously stated by service
manager.  A rental car, covered by easy
care, was given to customer on two occasions, after customer stated he needed a
vehicle due to work travel. Two of the three road tests conducted by the
mechanics and the customer had the tonneau cover installed during the
drive.  The squeaking noise was heard
twice when Nissan had the truck. Once with the mechanic by himself on April 7th
in which he later lubed the truck bed bushings, and the other with the mechanic
on April 16th.  Customer has
service repair invoices from Nissan dealership document the discrepancies in
the dealership’s account.  Tonneau cover
continues to sag at the edges due from improper installation by the
dealership. 
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 was actively involved with this client who was working with our service advisor at Executive Nissan.  I was informed that this client had taken delivery of his vehicle and had later noticed that there were some surface scratched on the hood and trunk lid of his new vehicle.  I had a...

meeting with my in house detail department and decided that because it was a black car I would call in a professional.  I contacted a world class detailer who specifically specializes in high speed buffing and wet sanding for scratch repair.  He worked on the vehicle for a few hours and then had me inspect the vehicle.  All the areas that the client had pointed out to the service advisor had been 100% corrected.  The detailer also walked around the car with me and pointed out that the vehicle had multiple areas with tree sap that was on the vehicle.  We do not have any trees on our property where the vehicles are stored that would have caused this, nor would our in house detail department allow a vehicle to leave in that condition.   Upon pick of his vehicle the client then pointed out additional areas of concern that were not discussed at all prior to the detailer arriving.  We pride ourselves in operating a reputable dealership and as an act of good business, I will reach out to this client and set up a second appointment with our specialty detailer to address his additional areas of concern. [redacted]General Sales ManagerExecutive Jeep Nissan

We did have a technician go for a ride with [redacted] the other day, the technician stated that 1 time the vehicle did not start but it was after [redacted] attempted to start it time after time in  succession. The technician felt in his opinion that maybe by accident she may not have...

turn the key completely. I drove [redacted]'s vehicle for many days and had no issue with the vehicle starting. However I did not just sit one place and kept trying to start the vehicle over and over. It is unusual that while at the dealership we have had 3 different people go out and start [redacted]'s vehicle and no one has had it not start for them. As stated in the last respone we do not feel there is an issue with the vehcile, however we will continue to try and see if it doesn't start while in our possesion. Maybe another test drive could be done but with our technician driving and starting the vehicle.
 
Thank you
 
[redacted]