First Choice Insurance Agency, Inc.

[redacted]This correspondence is in response to a complaint made by Mr. [redacted] (ID #: [redacted].  Mr. [redacted] is stating that his vehicle was hit while he was at the [redacted] in Latham, NY.  The person operating the 2005 Pontiac Bonneville represented himself as [redacted]...

[redacted].  Mr. [redacted] was not operating the 2005 Pontiac Bonneville when it was scratched in the [redacted] parking lot.  After the Bonneville was scratched, our driver Robert O[redacted] went in the Credit Union to seek out the owner of the Bonneville to tell them that he scratched their vehicle.  Mr. [redacted] insisted that the police not be involved.  They agreed that the damage was just a few hundred repair and that he would handle getting the scratch fixed.  Since Mr. [redacted] represented himself as the owner of the vehicle, Mr. O[redacted] shared his contact information expecting a low cost expense to fix a scratch.  Mr. [redacted] took this opportunity to intimidate Mr. O[redacted] for cash.  The demand started at approximately $2,000.00.  When Mr. O[redacted] refused he continued to pursue him asking for cash.  It got down to just $250 in cash for settlement.  Mr. O[redacted] became suspicious and decided to go to the police and discovered that Mr. [redacted] wasn't the owner of the 2005 Pontiac Bonneville.   We are disappointed that this situation occurred.  Mr. O[redacted] was fearful of Mr. [redacted] and wants this situation to be over.  In an effort to settle this matter, we will pay the $250.00 to the owner of the Bonneville.  Please let us know if this is satisfactory and will be prepare a release and give the owner a check.  I appreciate your assistance with this matter. If you have questions, please contact me.Sincerely,Michael H[redacted], GM

This letter is in response to a complaint made by Mr. Zach Fromm (ID #: 11463510).  After taking delivery of a used Nissan Xterra, Mr. Fromm stated that he discovered the spare tire and wheel was missing from the vehicle.  We purchased a used wheel and ordered a new tire to fulfill his request.  Unfortunately, the tire and wheel did not arrive at the same time.  Mr. Fromm is now in possession of the wheel and new tire that he requested. I appreciate your assistance with this matter.  If you have any questions, please contact me. Sincerely,Michael H[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11867016, and find that this resolution is satisfactory to me. 
Regards,
[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.  [redacted]           the staff at destinastion nissan stepped up and reimbursed me for a portion of my out of pocket cost.....to be quite honest   I am still in the red for approx $64 before tax  but it is  what it is   and to me a reimbursement of more than 1/2 the out of pocket cost is better than a total loss   so at this time I will call it   done and put a mark  in the agree to disagree column  and learn from my mistakes ...please bring this matter to a close  and enjoy your day my friend 
Regards,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.While the General Manager did contact me and was kind enough to say that I seemed like a pretty educated person and asked why I signed the papers?  If he had taken the time to review the complaint and read my letter I did explain my reasoning behind my decision.Unfortunately, the General Manager did offer to look into having the extended warranty that we were FORCED into purchasing cancelled and refunded however, to date, we have not had a response from him indicating whether or not he had been able to do that so that is one point of our complaint that is not resolved.As to his offer for $200 in service credit, we respectfully decline.  Again, as explained in my complaint, we live an hour away from the dealership.  It does not work to our advantage to accept this offer as it is more of a hassle to bring the vehicle to the city to have it serviced when we can do it right here in our area.The General Manager also did not mention the fact that we were not allowed the opportunity to take advantage of the employee discount offered by Nissan Corporation nor did they offer to compensate us for that loss.
Regards,
[redacted]

Spare tire was missing. Received a bald tire after 2 weeks of trying to contact the dealer. Tire has zero tread left on it and is in NO shape to be put on a car. Expecting a new tire with appropriate tread life other wise will continue to push issue through Nissan corporate or move to a law suit if...

need be

I was not offered a warranty. It has been less than 30 days since I bought the car.

This message is in response to a complaint made by Ms. [redacted] (ID#: [redacted]).  I had a nice conversation with her and agreed to her request.  I appreciate your assistance with this matter.   Sincerely,  Michael [redacted], GMDestination Nissan

We are always sorry to hear about any customer dissatisfaction. In this particular case, Mr. [redacted] bought a pre-owned vehicle that we located for him from hundreds of miles away in Pennsylvania. Mr. [redacted] was specific on the type of vehicle he wanted and we tried to accommodate him. Mr. [redacted]...

understandably was anxious to get the car and stopped in quite often to follow up on the vehicle. It did take a few days because of transportation and our extensive reconditioning process. There was a delay in Mr. [redacted] being able to pick up the vehicle because we do not deliver vehicles with open recalls and there was substantial reconditioning that we needed to complete on the vehicle. In Mr. [redacted]'s complaint he claims that recalls were not completed. However, when the vehicle was in our mechanical shop getting reconditioned on June 21st and June 22nd we completed both open recalls/service actions on the 2014 Nissan Pathfinder (Rl607 ICS Reca1I/PC500 CVT Inspection Recall). In addition Mr. [redacted] claims that no oil change was done, however we did do an oil change on June 21st. (Perhaps a new oil change reminder sticker was not added or replaced?). Mr. [redacted] actually stopped by a number of times when the vehicle was on the lift and looked through the garage door at the vehicle. Plus on top of that we did the following reconditioning work: Replaced Rear Brake Pads and Resurfaced Rear Brake Rotors Recharged A/C with Freon Mount and Balanced Two Brand New Trres Replaced Front Brake Pads and Resurfaced Front Brake Rotors. Replaced Engine Air Filter Refilled Washer Fluid Replaced Rear Tailgate Handle that was broken. In Mr. [redacted]'s complaint he says that he did not receive a second key. Normally used vehicles only come with the number of keys that we receive when a customer trades them in or what we buy them with. However, in this particular case, we had not received the second key because it was getting mailed from where we had purchased the vehicle from. After the second key came in, Mr. [redacted] stopped in and picked it up from Roberto on 6/28/2017. We apologize that Mr. [redacted] was not happy with the cleanliness of the vehicle when he picked it up. We would be happy to give Mr. [redacted] a complimentary detail when he has time to leave the vehicle with us for a couple of hours. He can contact Randy W[redacted]- sales manager- at [redacted] xl 114 to set up an appointment. Furthermore, we apologize for any errors in communication. For most of the conversations when Mr. [redacted] was here talking to a sales manager there was another employee involved or nearby. I have been unable to find any employee that heard anything about telling him not to ask his wife. In contrast, more than 94% of car purchases are made or influenced by women and we review this statistic with all our employees. I could understand Mr. [redacted]'s :frustration if that is what he heard, I certainly would never buy anything from a place that said that to me, let alone a $22,000 vehicle. In summary, the recalls and oil change were completed prior to delivery of the vehicle in addition to extensive reconditioning. Mr. [redacted] was notified and received his second key after we received it. We apologize for his :frustration and the cleanliness of the vehicle and offer a complimentary detail to rectify it.

[redacted] This letter is in response to a complaint made by [redacted] (ID #: [redacted].  In the complaint, it is clear that [redacted] is not happy with the tread depth of the vehicle that she purchased back in October of 2015.  As a gesture of good will, we would like to offer...

a $250.00 credit in our Service Department that can be used towards the purchase of new tires.  I appreciate your assistance with this matter.  If you have any questions, please do not hesitate to call me. Sincerely,[redacted], GMDestination Nissan

I do not have the offer in writing.  All I have is a receipt for my $1000 down payment.  Just like every other time in my life that I have negotiated with a car dealer, it is done verbally with possibly an figure or two scratched on a piece of paper.  At the time of my lease deal Destination Nissan had an advertised Nissan Rogue Lease deal of $259 per month.  That is the deal we were negotiating for and ultimately the deal I thought I received.   I would have waited until the end of my current lease if I knew I was going to owe additional money and I made that clear to the salesman.You asked if I was willing to accept the partial refund offered by the business.  They offered a $200 credit towards future repairs not at $200 refund.  If that is my only option then yes I will accept it but I would prefer it to be an actual refund and not a credit.I am truly disappointed with William J[redacted] and Destination Nissan. I believe that William J[redacted] intentionally mislead my husband and I to get us to make a deal before leaving the dealership that day.

Jessica,I apologize for the delay.  I am disappointed that [redacted] is unhappy with us.  The scratch off rules required that the recipient check the winning numbers at the dealership.  [redacted] did not have the winning number.  However, as a...

gesture of good will, We would like to offer [redacted] a $200.00 gas card.  He may call anytime and we will make his gas card ready for him to pick up. I appreciate your help with this matter.  If you have any questions, please contact me.Sincerely,[redacted]General Manager

We maid a deal with the consumer and traded him into another vehicle.  Consumer is satisfied.

This message is in response to a complaint made by [redacted] (ID #: [redacted]).  [redacted] is not pleased with the way the Bluetooth connectivity works in her 2013...

Nissan Murano.  She can Bluetooth connect a compatible phone but can't stream music using the Bluetooth connection.  Her salesperson explained how she can stream music by wire using a USB connection.   As a gesture of goodwill, we will install an aftermarket device that will steam music wirelessly or offer [redacted] a $200.00 Destination Nissan service credit that she can use towards any future service or accessory purchase.  All she has to do is call our Service Manager, Tony W[redacted] with her decision.   I appreciate your assistance with this matter.  If you have any questions, please call me. Sincerely,Michael H[redacted]

This letter is in response to a complaint made by [redacted] J. [redacted] (ID #: [redacted]).  [redacted] J. [redacted] requested a replacement handle as a desired settlement.  We will be happy to provide the requested handle and as a gesture of goodwill we will include a $50 service credit that...

can be used in our Service Department or Collision Center.  To retrieve the handle, please have [redacted] J. [redacted] contact our Service Manager, Mr. W[redacted].  His extension is #1206 and he is available any weekday.  I appreciate your assistance with this matter.  If you have any questions, please contact me. Sincerely, Michael H[redacted], GM  Destination Nissan

I have reviewed the response...

made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.  However I am disappointed that it took as long as it did to resolve.  I had not heard from  Destination Nissan until I went to small claims court and filed a claim to recover the money that was owed to me. Despite having filed the claim with the Revdex.com on January 5th, 2016, I received no follow up from anyone at the company until February 17th. Payment arrangement was negotiated and I did accept a check from the company, however not once was Mr [redacted] apologetic for the lack of follow through on a signed contract. Although this matter is now resolved, it required hours of my time. (since  October 16th 2015) to get Destination Nissan to honor the contract that was signed when I leased my vehicle.  Sincerely, [redacted]

[redacted]We will convert the $250.00 d[redacted]rship credit to a refund for [redacted].  We will mail the $250.00 check to the address that we have on file for [redacted].  We appreciate your assistance with this matter.Sincerely,Michael H[redacted], GMDestination Nissan

This correspondence is in response to a complaint made by [redacted].  I was disappointed when I read her complaint.  Her patronage is very important to us and I would like to apologize to her for our lack of response.  Since her visit we have made a management change...

that I am confident will eliminate any problem like this in the future.  As a gesture of good will, we would like to offer Ms. Brabazon a $100.00 credit in our Service Department that can she can use towards future service or the purchase of accessories.I appreciate your assistance with this matter.  If you have any questions, please do not hesitate to contact me.Sincerely,Michael H[redacted], GMDestination Nissan

Business called Revdex.com and advised:We would like to offer an apology and offer to pay for the next three oil changes for you, simply bring a copy of this letter with you when you come in for the oil changes.

[redacted]This email is in response to a complaint made by [redacted]  She has had several conversations with one of our Managers, [redacted].  He agreed to pay for certain repairs to settle this issue even though the vehicle that [redacted] purchased was out of...

warranty.  He chose to pay for certain repairs as a gesture of good will.  He made payment with a credit card directly to the repair shop that [redacted] chose. I appreciate your help with this matter.  If you have any question, please do not hesitate to contact me.Sincerely,Michael H[redacted], GMDestination Nissan