Faulkner Nissan Jenkintown

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed as Answered] Complaint: [redacted] I am rejecting this response because: This response fails to resolve my issue concerning my broken window regulator Let me be clear, I would like to be reimbursed for the repairs and lost of time of work, for having to come back to have my car cleaned and inspectedMr S [redacted] is still very dismissive towards my concerns, as he was the minute I brought them to him initiallyMr S [redacted] states the matter concerning my friend [redacted] being falsely arrested is unrelatedWhen in fact it reflects how business is conducted at this establishmentChecking why my window was broke free of charge was appreciated but not a gigantic courtesy when it was broke while in their possessionNot even reported to me when I made payment and got my keys backI'm sorry he finds the facts are offensive, however this is businessI am dealing only with facts and have no time to manage emotional responses on this matterI am the only individual at a lost here Clearly Mr S [redacted] is incompetent in handling this issue I kindly ask that this matter be addressed to someone in a higher position with more expertiseMr Vic L [redacted] is the general managerHis number is ###-###-#### and email address [redacted] I can meet them halfway and put my lost of time to the side, however the repairs cost affects me greatly and I will not stop pursuing action until this is resolvedIf Mr S [redacted] didn't brush me off completely or met me halfway with a cheaper repair priceThis matter might have been resolvedThat's what a competent business man would have doneEspecially one in a position of leadershipAgain I deeply thank you Revdex.com for your assistance on this matter Regards, [redacted] ***

[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it.] 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 I'd like to extend my additional thanks to Vic L [redacted] for providing great customer service and resolving the issue promptly Regards, [redacted]

Dear [redacted] My name is Mercedes V [redacted] I am an employee of Faulkner [redacted] and the service advisor who was handling [redacted] I'm writing in reference to case ID [redacted] s [redacted] *** [redacted] original issue was that the radio cut on and off after we contacted [redacted] Technical Support we were advised that it was due to a software issue in [redacted] 's phoneThe customer was advised to unpair the phone and let us know if the issue occurred againHe immediately returned to the shop saying the issue was still present so we ordered him a radioAfter said radio was installed customer returned with the complaint that the satellite radio signal was weak at times causing Service disruptionThe vehicle was then tested by a certified [redacted] technician who did not duplicate the issueWe are able to see while test driving the vehicle when the signal gets weak from the satellite in the vehicle information systemThe only time that the satellite radio was not clear was when signal from satellite showed weakVehicle was also inspected by [redacted] Engineers for issue and they also found no problem with the vehicleAs a certified repair facility from [redacted] we are expected to follow certain guidelines and proceduresIf the manufacturer says there is no issue and we continue to repair the vehicle without authorization from [redacted] we are responsible for the cost of said repairsAs far as a dealership standpoint we have done everything possible that we can for [redacted] If the customer wishes to receive a refund from [redacted] he must file a complaint with the customer care line 1-[redacted] If you have anf further questions please fom thesitate to call or email.Thank youMercedes V

To whom it may concern,Mr*** had his vehicle in for service on 8/31/for replacement of the driverside front axle due to a separated bootThe condition of the interior of the vehicle was poorWe replaced the driver side front axle and called Mr*** to let him know the vehicle was
completedWhen Mr*** picked up the vehicle, he stated that the driverside front carpet and driverside front interior armrest was dirtyWe immediately cleaned the driverfront carpet and driverside front armrestHe then stated that his passenger front window was stuck open approximately Winch and not operatingWe took a brieflook at the operation of the passenger front window and confirmedWe explained to Mr*** that the failure of the passenger front window has no relation to the replacement of the driver front axleMr*** then stated that the cleaning of the driverside front carpet and armrest was not satisfactory to himI explained to him that I would be more than happy to diagnose the failure of the passenger front window at no charge to him but unfortunately there was not enough time left in our working day to do itMr*** picked up his vehicle at 5:08pm on 8/31/We did not finish discussions about these concerns until 5:40pm on 8/31/This would only allow hour and minutes diagnosing his window concern and we close at 7pm on WednesdayWe Continued Conversation about when Mr*** could return his vehicle so we may have the detailer clean the driverfront carpet and armrestWe would also have a certified technician diagnose his passenger front window concernThese concerns would be no charge to the customerMr*** agreed upon bringing the vehicle in on 9/2/16.Mr*** returned on 9/2/at 10:22amWe immediately got his vehicle into the service repair shop to start his FREE diagnosis of the passenger front window failureWe removed the passenger front inner door panel and performed our electrical diagnosisWe found that the passenger front window regulator has an internal failureWe reinstalled the passenger front inner door panelWe Secured the window as best as possible and also put the window up as far as we couldThe vehicle then went to my detailerThe detailer steam cleaned the driver front carpet and inner armrestThe detailer finished a spoke to Mr*** about the failure of the passenger front window regulatorSupplied him an estimate for repairI explained to Mr*** again that the replacement of the driverside axle has nothing to do with the failure of the year old passenger front window regulatorThe total time spent on Mr***s' visit on 9/2/was hour and mins.Faulkner Nissan is not liable for failure of an year old window regulator that had nothing to do with the replacement of the driver front axleWe were at fault for the dirty carpet and armrest which we took care ofWe also performed diagnosis of the passenger front window concern at No cost to the customerWe normally charge $124.95+tax for diagnosisI also supplied computer Scanned copies of the repair ordersThank you for your time

To Whom It May Concern,Faulkner Nissan is not taking any further action in relation to ID#***We have assumed responsibility for the dirty driver inner door panel and driver floor mat and have already taken Corrective action at no cost to the customerWe do not hold responsibility for the passenger front window regulator failing internallyIf this had happened as a direct result of work we had done on the vehicle, and not regular Wear-and-tear, We Would of Course fix the issueSince this was unrelated to any work we had done, we cannot assume responsibility for the cost.With regard to the treatment of the customer, Faulkner strictly enforces a non-discriminatory harassment policy and we have a zero tolerance drug and alcohol policyThis is enforced at the point of hire with a drug test and is enforced throughout the term of employment with the CompanyIf any employee was suspected to be under the influence of any substance, we would submit them for testingWe have no reason to believe any employee at Faulkner Nissan has been under the influence of drugs or alcohol and therefore will not be testing any employees at this timeWe also feel confident that all of our employees understand our non-discriminatory harassment policy and do not engage in discriminatory practices toward other employees or customers.At this time, the matter with Mr*** ***'s insurance company is still ongoing and we will not comment on the situation to parties who are not involvedThis incident is entirely unrelated to the aforementioned customer's experience at Faulkner Nissan and we do not appreciate allegations of discrimination toward any customer.We sincerely apologize that the Customer feels So strongly about his experience at Faulkner Nissan, but we have gone above and beyond our responsibilities to take a look at the car free of charge when the Customer was dissatisfied with the cleanliness of the vehicleWe had a Technician inspect the passenger front window concern free of charge as well, but as it is impossible that it was broken while in our possession, we cannot assume responsibility for fixing it at no Cost to the CustomerFaulkner is a family company, committed to serving the needs of our customers for over years in the Philadelphia areaWe will continue to strive for excellent customer service and appreciate every one of our customers equallyAs far as we are concerned, this matter is now closed.Sincerely,James S*Service Manager

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved]
Complaint: ***
I am rejecting this response because: *** has not diagnosed the problem All they did was replace parts without trying to find out what is causing the weak signal No *** engineer has looked at my car and I know this because the day the engineer was scheduled to be at the dealership I was not informed and therefore the car was not there for an inspection I have asked *** to find out the antenna frequency range and is it omni-directional or something else, I was also told to take my questions to customer care as they are the ones to answer technical questions I called customer care and was told that the experts at the dealership were the only ones with that kind of expertise to answer technical questions I expect *** to stand behind their product and deliver a satisfactory solution to this problem
Regards,
*** ***

To whom it may concern,My name is James S*** I am the Service Manager at Faulkner Nissan of JenkintownFaulkner Nissan has replaced the windshield glass for this customer on 5/14/at no charge to the customer We have spoken to the customer and have apologized for any
inconvenience it may have caused him. James S*Service Manager at Faulkner Nissan

Dear [redacted]My name is Mercedes V[redacted] I am an employee of Faulkner [redacted] and the service advisor who was handling [redacted]. I'm writing in reference to case ID [redacted]s 2015 [redacted]. [redacted] original issue was that the radio cut on and off after we contacted...

[redacted] Technical Support we were advised that it was due to a software issue in [redacted]'s phone. The customer was advised to unpair the phone and let us know if the issue occurred again. He immediately returned to the shop saying the issue was still present so we ordered him a radio. After said radio was installed customer returned with the complaint that the satellite radio signal was weak at times causing Service disruption. The vehicle was then tested by a certified [redacted] technician who did not duplicate the issue. We are able to see while test driving the vehicle when the signal gets weak from the satellite in the vehicle information system. The only time that the satellite radio was not clear was when signal from satellite showed weak. Vehicle was also inspected by [redacted] Engineers for issue and they also found no problem with the vehicle. As a certified repair facility from [redacted] we are expected to follow certain guidelines and procedures. If the manufacturer says there is no issue and we continue to repair the vehicle without authorization from [redacted] we are responsible for the cost of said repairs. As far as a dealership standpoint we have done everything possible that we can for [redacted]. If the customer wishes to receive a refund from [redacted] he must file a complaint with the customer care line 1-800[redacted]1. If you have anf further questions please fom thesitate to call or email.Thank youMercedes V

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
 Complaint: [redacted]
I am rejecting this response because:     This response fails to resolve my issue concerning my broken window regulator.  Let me be clear, I would like to be reimbursed for the repairs and lost of time of work, for having to come back to have my car cleaned and inspected. Mr S[redacted] is still very dismissive towards my concerns, as he was the minute I brought them to him initially. Mr S[redacted] states the matter concerning my friend [redacted] being falsely arrested is unrelated. When in fact it reflects how business is conducted at this establishment. Checking why my window was broke free of charge was appreciated but not a gigantic courtesy when it was broke while in their possession. Not even reported to me when I made payment and got my keys back. I'm sorry he finds the facts are offensive, however this is business. I am dealing only with facts and have no time to manage emotional responses on this matter. I am the only individual at a lost here.  Clearly Mr S[redacted] is incompetent in handling this issue.  I kindly ask that this matter be addressed to someone in a higher position with more expertise. Mr Vic L[redacted] is the general manager. His number is ###-###-#### and email address [redacted].  I can meet them halfway and put my lost of time to the side, however the repairs cost affects me greatly and I will not stop pursuing action until this is resolved. If Mr S[redacted] didn't brush me off completely or met me halfway with a cheaper repair price. This matter might have been resolved. That's what a competent business man would have done. Especially one in a position of leadership. Again I deeply thank you Revdex.com for your assistance on this matter.
Regards,
[redacted]

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
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.  I'd like to extend my additional thanks to Vic L[redacted] for providing great customer service and resolving the issue promptly. 
Regards,
[redacted]