First Team Auto Mall

On your last visit you asked me about the advisor giving you an estimate to replace head light After reviewing the information I agree that what we did was not acceptableI do not believe it was an intentional attempt to take your moneyWhen I reviewed the repair order the repair order was written up incorrectly The repair order does not ask the tech to determine what the problem is with the light being out, it states to provide estimate for headlight replacementThis is where we look stupidThat is all that was doneThere is no notes from the technician that they looked at anything or checked anythingIt appears that the technician went to parts counter and asked for a price for headlightThat’s where the crazy estimate and price came from The advisor is not here anymore so I could not get his versionThe tech said he was told by the advisor to get price and when tech said it may need light or ballast he just priced both and the advisor told you the price Now as I said this was a stupid way for my guys to handle thisThe fact is I accept responsibility for this but I really sincerely think this was a lack of communication and lack of thought going into what they didI know we do not have to oversell anything for First Team to be successful After many years of being a Service Director here I know we makes mistakesI would not allow an advisor to work here if they lied or mislead a customer just for the monetary gain Please accept my apology for the way we handled thisIt was totally incorrectYou deserve to receive quality service and correct accurate information I told you the day we met that I would investigate this and get back to youIt may have taken me time to get to the bottom of this but I did indeed get back to you once I got the facts Please let me know if in the future there is anything I can do to assist you [redacted] Service Director

In response to case # [redacted] I spoke with the customer todayWe both agreed that his purchase was made on a vehicle that was sold “As Is” with no warrantyWhile his problem exists he has yet to bring the vehicle to us to diagnose ,so we can determine what assistance we will offerIt is always our intention to take care of our customersThe vehicle is scheduled to be brought to our shop on March 26, I will update you once the vehicle has been diagnosed and to what level of assistance we are offering

I have reviewed the response offer made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below I understand Mr [redacted] 's offer of allowing me to trade the vehicle in for something better, unfortunately it would require me spending more money in which I had already spent more money to buy the CRV as opposed to buying the Honda accord.The problem is Mr [redacted] will tell Mr [redacted] and Mr [redacted] that he messaged me during the snow that we got and asked how my new vehicle was doing in the bad weatheri iMessage to Mr [redacted] back and told him that we did not want to get the vehicle nasty during the snow we would try it out in the next snowMr [redacted] then responded and said well if you're not going to drive it how about you let me drive it ha ha I am stuck at home with Front Wheel drive vehicles and it's hard to get aroundIf Mr [redacted] thought my vehicle was not all-wheel-drive why did he follow up to see if I was enjoying it in the bad snow that we had Again I would have never purchased this vehicle unless it was all wheel driveThis vehicle has over spray on part of the roof where it was touched up and the pinstripe doesn't match from one side to the other Very disappointed with First Team Regards, [redacted] ***

Like we stated in our first response, Mr. [redacted] and Mr. [redacted] are not strangers to each other and Mr. [redacted] has been clear that he never told Mr. [redacted] that this vehicle was All Wheel Drive and Mr. [redacted] has never claimed that Mr. [redacted] told him that it was All Wheel Drive. In fact at least two different documents that Mr. [redacted] received during the buying process indicated that this was Front Wheel Drive. Many Sport Utility Vehicles do not have the All Wheel Drive option and in fact nationally more are sold without, than with All Wheel Drive so it is not rare to find one with Front Wheel Drive and in fact it’s quite popular. Now we have new claims of pinstripes not matching and overspray on the roof it is clear that he does not like this vehicle and regrets purchasing it and as we offered the first time we stand ready to make him a great offer to trade, an offer that he would be hard pressed to find elsewhere. Also we would be glad to look at the pinstripe concern which should be easy to fix and see what we may do to address.It is clear that Mr. [redacted] just does not like this vehicle and we truly want to help him find a vehicle that he does like and as offered repeatedly, we stand ready to assist in that effort. He just needs to come in and find something in stock that he likes better and we will make him a great trade in offer as we have always said that we would. Sincerely, [redacted] , President/General ManagerFirst Team Auto Mall

I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution would acceptable, but not completely satisfactory to meThe business asserts that I failed to leave a proper message that included my phone number, name, and the reason for my callThis is absolutely untrue, as well as insulting, but I will take the matter up with the business separately from this complaint I will wait for the business to perform this action and, if it does, will consider this complaint resolved
Regards,
*** ***

On July 10, *** and *** *** purchased a Hyundai Mechanical Failure ContractWhile this is a Hyundai product and not in any way controlled by the broker, First Team, we certainly may assist in acquiring the cancellation from HyundaiAll Mr*** would have to do is contact the
store, ask for who handles the cancellations, which is *** *** and he would have this taken care of. Since he mentioned *** ***, who would not be the person to handle this but would certainly help him when possible… I contacted Mr*** and he reports that Mr*** left a message several days ago stating “call me back” with no name, number or what this was about*** did get a subsequent message yesterday but unfortunately he was booked with appointments all day and would not have been able to return any calls until his next business day which is tomorrow, SaturdayIf Mr*** had called and asked who could help with a cancellation since Mr*** was not able to respond, he would have been given to *** *** and this would all be in processWhile we work hard to return all calls, there are rare times when one person will not be able to get to all in one day, that is why we have over other team members here in Roanoke to serve! A quick call by him asking for help since he had not heard back and our Receptionists would have gladly assisted him and making sure that we found someone that was available.To help him get this started we have enclosed the Cancellation Form which needs to be completely filled out and executed by all purchasers and as the form indicates a refund would be processed no sooner than at least business days.Please ask Mr*** to complete the form and return it to ***.Thank you,*** ***, President/General ManagerFirst Team Auto Mall

Thank you for forwarding the concern from Mr*** *** ***I am aware of his transaction, was partially involved and I did meet Mr*** when he purchased this vehicleAt that brief encounter with him and the Salesperson I was given the strong indication that Mr*** and *** ***,
the salesperson, were acquainted and had actually gone camping together so there is a friendly relationship between these two gentlemen that existed before this purchaseThis is also the reason Mr*** chose Mr*** as his salesperson and Mr*** actually connected to *** through Facebook about this purchase. These two gentlemen did know each other before so there is some background between the two and I am sure that there was a familiar approach to this sale… as it would be between any salesperson and someone they knew versus someone they had never met beforeMr*** has not said that Mr*** told him that this vehicle was All Wheel Drive and Mr*** also says that he did notThe accusation in this claim is that Mr*** believes that the salesperson is “under the impression” that this vehicle was All Wheel Drive and from this complaint and the conversations between Mr*** and our Sales Director, *** ***… there is no claim that Mr*** ever told Mr*** that it was All Wheel DriveMr*** started out looking at a Front Wheel Drive sedan and moved to a larger Front Wheel Drive vehicle, that is not unusual. Please find attached a copy of the CarFax report, that Mr*** also has that does show that this Honda CR-V is not only clearly marked Front Wheel Drive, but also shows two minor accidentsBoth indicate either “none or minor” damage or that the vehicle was functional and did not require towing which also indicates very minor damageCarFax also indicates that considering all of this vehicles history… that this particular vehicle is worth $above Retail Book ValueThis would indicate the opposite of a “dirty” CarFax and in fact show that this car is worth more than the average! This CarFax was not only given to Mr***, it was also posted on our website with this car for the world to access… clearly we did not hide anything.Also attached is a copy of a report that I personally pulled the evening of his purchase and gave to both parties to show how this FWD CR-V was priced at 92% of the market and a very good deal at the price we were askingThere were at least two documents used in the transaction that clearly indicated that this vehicle was not AWD.Mr*** has repeatedly offered to help Mr*** trade into something else that we would have in stock that he would like betterHe told Mr*** that once he found the right vehicle in our inventory that he would then appraise the Honda for trade and make him an incredible deal that he would be hard to find elsewhere just because we do not want any guest to be dissatisfied with their purchase and that we would helpThat offer still stands.If Mr*** would like to bring his Honda in and explore trading for something he likes better, we will do exactly as promised and work with him to find a vehicle that he likes better and make him a really good trade offer… one that he would be very hard for him to find better elsewhere.Again, thank you for forwarding this concernPlease let me know if we may answer any further questions.*** ***, President/General ManagerFirst Team Auto Mall

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. 
Regards,
[redacted]

Like we stated in our first response, Mr. [redacted] and Mr. [redacted] are not strangers to each other and Mr. [redacted] has been clear that he never told Mr. [redacted] that this vehicle was All Wheel Drive and Mr. [redacted] has never claimed that Mr. [redacted] told him that it was All Wheel Drive. In fact at least two different documents that Mr. [redacted] received during the buying process indicated that this was Front Wheel Drive. Many Sport Utility Vehicles do not have the All Wheel Drive option and in fact nationally more are sold without, than with All Wheel Drive so it is not rare to find one with Front Wheel Drive… and in fact it’s quite popular. Now we have new claims of pinstripes not matching and overspray on the roof… it is clear that he does not like this vehicle and regrets purchasing it and as we offered the first time we stand ready to make him a great offer to trade, an offer that he would be hard pressed to find elsewhere. Also we would be glad to look at the pinstripe concern which should be easy to fix and see what we may do to address.It is clear that Mr. [redacted] just does not like this vehicle and we truly want to help him find a vehicle that he does like and as offered repeatedly, we stand ready to assist in that effort. He just needs to come in and find something in stock that he likes better and we will make him a great trade in offer… as we have always said that we would. Sincerely,[redacted], President/General ManagerFirst Team Auto Mall

The transmission was replaced for Ms. [redacted] 2006 Nissan Murano in March15, 2016 at 98927 miles. We also replaced a door handle, oil and filter change, both lower control arms, fuel sending units and oil cooler o-rings. She came back on June 17, 2016 at 103006 miles and stated there was a...

grinding noise. We checked it out and noted that the wheel bearing and hub was making the noise and was not related to the transmission.  The vehicle came in a year after the transmission on June , 2017 with 113496 miles and stated they were getting a vibration from the transmission. We checked it out and recommend replacing all 3 of the engine motor mounts and to replace the axle boot on the left front – it was torn and throwing grease. The Service Advisor quoted the customer the price for all the repairs.  A day or two after that a gentleman named [redacted] came in and asked to speak to me. He stated that he was Ms. [redacted]'s boyfriend and he would be discussing the vehicle for  Ms. [redacted],  He felt we should have replaced the mounts when we did the transmission. I told him I needed a couple of days to research it and get back to him. Since there were some misunderstandings or confusion  with what he told me from what that of the technician and service advisor -- I thought it best to get Mr. [redacted] in and have meeting with all of us at one time. Within a couple of days I called Mr. [redacted] at [redacted] to set up a time to meet. I got a voice mail for his business “[redacted] Services” I never heard back from Mr. [redacted] - so some time later a week or so I called again and got the same business voice mail and left a message for a second. FYI called at 1:35 today and got the same voice mail. We have been trying to reconnect and review these concerns, but we keep getting voicemail, and no return phone calls.  There is confusion here obviously with two different people calling us on this issue and we have been calling and not getting any response. We need to meet with the owner of the vehicle to explain where we are... and review what the options are.  Thank you. David DillonFirst Team Nissan

In response to case #[redacted]. I spoke with the customer today. We both agreed that his purchase was made on a vehicle that was sold “As Is” with no warranty. While his problem exists he has yet to bring the vehicle to us to diagnose ,so we can determine what assistance we will offer. It is always...

our intention to take care of our customers. The vehicle is scheduled to be brought to our shop on March 26, 2015. I will update you once the vehicle has been diagnosed and to what level of assistance we are offering.

We have already replied to this concern with the only answers available.Mr. [redacted] provided his information to us asking for car credit. We could not have accessed his credit without him providing his Social Security Number nor could we have sent in an application without his providing his employment and income information. His intention was to see if car credit was available, and we performed the service requested.Thank you for the opportunity to respond.

I have reviewed the response offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
here is my response to Mr. David Dillon's response-Yes, I understand the process of the insurance and the parameters that your company has to meet. When I took my subaru to First Team for an initial estimate, I was told by [redacted]- "that this is a preliminary look, and when we get in there we will find out all the damage that has been done." when I dropped my car off for repairs, I was told the same thing by [redacted]- that theses pieces of paper were estimates, and when the crew was able to pull everything apart they would then assess the full amount of the damage and if anything over what the Insurance Co. estimate was needed, they would call the ins. co. and ask about an addition to the estimate. This actually happened but it was again, something cosmetic with the bumper.(another $200) I picked up my car late on a friday night and it was still screwy driving and still making noises. I had pushed for an alignment because(?? I dont know? I was hit and it wasn't acting this way before) so if I don't know whats wrong with it, I trusted the Experts to tell me. Subaru only looked as far as the aesthetic damage even though I had asked several times about the noises and alignment, not knowing what was going on with the car. I understand that the insurance estimate guy is not a car expert, he is not a car mechanic, nor is he someone who is in and out of cars like the guys at First Team. I was trusting First Team to do their job, not just follow some piece of paper. I was trusting them to find all that was wrong with this car and take it up with the insurance so I could have my car fixed. Now, because I drove away from your lot, the insurance is not going to pay for the transmission crack, which should have been assessed(by subaru collision) long before any external repairs were made, and addressed to the customer, and the insurance company. I was not told about further additions to the estimate until I paid the bill. Subaru Collision missed the major damage from this accident,  but I was trusting Subaru to be thorough and complete, as they have been with my vehicle in the past.  Now I am paying out of pocket to repair my car.  Subaru can vouch for all the maintenance on this car, there was no crack before the accident.I am still driving a rental car, and I still don't have my car repaired to satisfactory condition.Everything is still out of pocket and very unsatisfactory.

On your last visit you asked me about the advisor giving you an estimate to replace head light.
After reviewing the information I agree that what we did was not acceptable. I do not believe it was an intentional attempt to take your money. When I reviewed the repair order the repair order...

was written up incorrectly.  The repair order does not ask the tech to determine what the problem is with the light being out, it states to provide estimate for headlight replacement. This is where we look stupid. That is all that was done. There is no notes from the technician that they looked at anything or checked anything. It appears that the technician went to parts counter and asked for a price for headlight. That’s where the crazy estimate and price came from.
The advisor is not here anymore so I could not get his version. The tech said he was told by the advisor to get price and when tech said it may need light or ballast he just priced both and the advisor told you the price.
 
Now as I said this was a stupid way for my guys to handle this. The fact is I accept responsibility for this but I really sincerely think this was a lack of communication and lack of thought going into what they did. I know we do not have to oversell anything for First Team to be successful.
 
After many years of being a Service Director here I know we makes mistakes. I would not allow an advisor to work here if they lied or mislead a customer just for the monetary gain.
 
Please accept my apology for the way we handled this. It was totally incorrect. You deserve to receive quality service and correct accurate information.
 
I told you the day we met that I would investigate this and get back to you. It may have taken me time to get to the bottom of this but I did indeed get back to you once I got the facts.
 
Please let me know if in the future there is anything I can do to assist you.
 
[redacted]
Service Director

I have reviewed the response offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
I bought the vehicle in good faith with first team and Mr. [redacted] and feel like if the salesman and Mr. [redacted] and myself were to sit down and talk about the misunderstanding of the vehicle being only front-wheel-drive I would hope that Mr. [redacted] would be honest and it made it to this mistake made by him.
Regards,
[redacted]

I have reviewed the response offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
I understand Mr. [redacted]'s offer of allowing me to trade the vehicle in for something better,  unfortunately it would require me spending more money in which I had already spent more money to buy the CRV as opposed to buying the Honda accord.The problem is Mr. [redacted] will tell Mr. [redacted] and Mr. [redacted] that he messaged me during the snow that we got and asked how my new vehicle was doing in the bad weather. I iMessage to Mr. [redacted] back and told him that we did not want to get the vehicle nasty during the snow we would try it out in the next snow. Mr. [redacted] then responded and said well if you're not going to drive it how about you let me drive it ha ha I am stuck at home with 2 Front Wheel drive  vehicles and it's hard to get around. If Mr. [redacted] thought  my vehicle was not all-wheel-drive why did he follow up to see if I was enjoying it in the bad snow that we had.  Again I would have never purchased this vehicle unless it was all wheel drive. This vehicle has over spray on part of the roof where it was touched up and the pinstripe doesn't match from one side to the other.  Very disappointed with First Team.
Regards,
[redacted]

Thank you for the opportunity to respond. While we do understand Ms. [redacted] frustration and concern with her transmission failing after a Collision Repair, the two issues are separate and completely the area of responsibility of her insurance company.The entire collision damage...

repair estimate process is tightly controlled by the insurance industry. They have specific policies and procedures that must be followed and that is what the Collision Repair Center at First Team Auto Mall has done. It is truly unfortunate and understandably frustrating for Ms. [redacted] that in her own words "the insurance adjuster missed the crack", but that is where this issue is... totally and completely in the hands of her insurance company. Mechanical issues with a car that has had collision damage are not easily diagnosed through the Collision estimating process especially with less extensive damage such as bumpers. Again frustrating, but this does happen and her insurance is the correct party to pursue.We do understand Ms. [redacted] wanting to hold First Team responsible for the subsequent failure, however this is not under our control in any way. The insurance company responsible for the repair dictated the extent of those initial repairs and they must now address this concern. Sincerely, David DillonFirst Team Auto Mall

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. 
Regards,
[redacted]

Review: I took my 2010 Hyundai Elantra (purchased from [redacted] in [redacted]) to First Team Auto Mall to have some work done related to an EPS recall that Hyundai put out on the car because [redacted] said a certified Hyundai dealer would need to do the recall work. First I was told it would take a day for the work to be done. Two days later, my car was returned to me. Second, a week later I had to return to the Hyundai dealership because the recall work was not completely done. Now, my EPS light is on again and my steering wheel needs a new U-boot because one of the original ones has gone bad. I have spoken to the service department regarding this and they tell me the U-boot has nothing to do with the recall. This was never an issue until the recall work was done. The car, while 6 years old, only has approximately 25,000 miles on it. I have read online that MANY other people who had to have this recall work done on their Hyundais have had the same issue I am now having. I have been told by the Hyundai service department that they are not responsible as all they did was a software update. Again, I had not one issue with the steering wheel making ANY noise until they did the recall work.Desired Settlement: Hyundai wants to charge me $350 to replace the part causing the issue with my steering wheel because they state it has nothing to do with the recall. I disagree as I had not one issue with the steering wheel or any noise coming from it until the recall work was done. The part to fix the issue is only about $100, which means they are charging $250 for labor. I think it is absolutely ridiculous that they charge this amount for labor. I would like my steering wheel fixed at no charge since this did not occur until they did the recall work.

Business

Response:

Thank you for the opportunity to respond. The recall and the needed repair are clearly separate issues and in no way related. The failed part is not covered under any factory warranty or recall. This issue started when [redacted] brought this car into First Team Hyundai on April 16, 2016 with clear instructions to only perform Recall work, which we did complete. Two weeks later, a EPS light did comeback on due to a calibration issue... which is not unusual with these computer components. We took care of this at no charge.At that time we did notice a noise in the Steering Shaft and told Ms. [redacted] on April 30, 2016 about the concern and quoted a repair price. She told us that she would have her dealer, [redacted] take care of this under her warranty.She returned on May 18, 2016 asking about the noise again, the same issue that we brought to her attention on April 30, 2016. She repeated the same claim that she would have her dealer, [redacted] take care of this under her warranty.Since Ms. [redacted] purchased this car from another dealer just a few months ago and this issue came up within weeks of her purchase, we would suggest checking with her dealer for any assistance. First Team was not the selling dealer nor the warrantor and has no responsibility whatsoever for Ms. [redacted]'s concern. Her issue is completely with her selling dealer.Thank you again for the opportunity for respond, however this issue is not the responsibility of First Team in any way. Again, we are not the Selling Dealer or the warrantor. We are a third party that in good faith pointed out a possible safety concern that most probably should have been caught before she purchased this car.

Consumer

Response:

I have reviewed the response offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

I NEVER ONCE told them that I would have [redacted] take care of it under warranty. I told them I would check with them to find out if it was covered under warranty. As of today, and several times trying to contact [redacted], I have not been able to have resolution from them either. I find it VERY SUSPICIOUS that this issue did not arise until they did the recall work on my vehicle, especially with the low mileage on the car.

Regards,

Review: On the First Team Nissan dealership website, the Nissan Rouge I was going to buy was advertised for around $23,500, I found this to be a great deal, I went to the dealership, test drive a few cars and told my dealer [redacted], that the car I want to purchase in the 2013 Nissan Rouge advertised on the website. I pointed it out and he saw the price. MY wife and I came back and she test drove it and we decided we were going to buy it. They gave us the total price at around $30,000 and before taxes and the like it was $26,000 and we asked the sells manager on duty why it was so much higher. He told us that it was transportation and processing charges of 500 and $800 or thereabouts. My wife and I scratched our heads and we went on. WE had to leave and come back because of work. We both thought it out and we didn't know how the math worked out to reach $2000 extra it only added up to $1300. When we came back the finance manager started his work and my wife asked him again why the price was $2000 higher and she told him that we were told that it was because of the processing and transport fees. He said he would ask and he came back. He pulled up the car on the website and it clearly pointed out that it was $23,500. He then said that it was miss labeled and that he was sorry. So my wife asked so what now? He said well you are going to pay $26,500 for this car. And we said uhh no we are not, your website clearly says the price we told you. He then pulls up the website again and he said well it clearly says that why we try to make sure that the price is correct we can not be held liable for it. He said another company had done it and it was their fault. And he keep repeating it about 3 times. Then he got condescending to me and my wife and said, "Here i'll let you read it because your obviously not...." and he stopped." My wife said can we talk to a manger and he said in a condescending voice that he was a manger and my wife said can I see a sells manager. The sales manager came over and gave my wife the same story. She then became condescending and said well as you can see the other prices on our website for the 2013 Nissan Rouge is $2,000 more then this and is obviously not correct. It was not obvious it may be to her that looks at it everyday, but its not to us and we are not satisfied. We also pointed it out that we pointed out the price to the dealer. She said well you all singed the $2600ish one and I can not loose $2000 on this car. We then also pointed out that we were told or lied to by the other sales manager and the other dealers in that the $26000 had the transportation and processing fee included in it but that the processing fee had another line on the page later on. She then said later that well we must have misunderstood them. We did not miss understanding anything we were lied to. She then said that she could take $2000 off my trade value and was very rude.

We are very unsatisfied with our experience. The price was fixed the next day by $1000 more then what was advertised and one of our friends looked into the car as well and as still had over $1000 more then what we were going to pay for it. So it seems that bait and switch pricing is the norm for First Team Auto.Desired Settlement: Apology

Business

Response:

See Attached

Consumer

Response:

I have reviewed the response offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

Mr. [redacted] did not ofer us $300 plus $500 to solve the price difference, he as well as ourselves did not know the price on the website and the price we had agreed upon existed. In fact we didn't realize the issue till later that day as we were TOLD that the price increase wrong what we saw on the web and what was in the store was because of processing and delivery, when infant one of the two was stated later on on the form. We were told a lie, and now we are told Mr. [redacted] "obvious" miss pricing. In fact we believed you wanted to get rid of the cars and priced that one lower not because it was obviously miss priced, your sales associate [redacted] even saw the price as I pointed out to him that's the one I wanted, and he oh yeah we can get you that one and he and the other associate saw it, so how dare you accuses us sir of trying to cheat your company. Furthermore Mr. [redacted] is a lier for saying he attempted to rectify the problem, before their was a bloody problem. furthermore thank you and your company for wasting our time. No one accuses me of cheating No one, good day to you sir.

Regards,

Business

Response:

Thank you so much for forwarding the letter from Mr. [redacted]. While we respect their opinion, we must disagree with their conclusion and allegation of "bait and switch". ln this particular situation we had two

exactly the same Rogues, different colors but same sticker price, in stock on the 19th of November and both were on the website. lf this was "bait and switch" why was one priced differently than the other?

The answer is simple, one had been posted correctly and the other was not. Does that happen often? Absolutely not... but it does from time to time especially when you have to process over 10,000 price

changes a year. This is why we post on our website a disclaimer, posted below, that lets our guests know that if it looks too good to be true...then there is probably a mistake.

As our reputation over twenty five years shows, we always go above and beyond to assist our guests and resolve their concerns however in this situation our store manager, [redacted], could not find a

solution that the [redacted] would agree to. Her assistant, [redacted], had already offered a $300 price reduction from the correct price and an additional $500 in the trade to try and help make up the

difference for them and Ms. [redacted] even offered another $500. However even after moving a total of $1,300 the [redacted] wanted another $1,597 discount... which was just not possible at all.

These two 2013 Nissan Rogues have a M.S.R.P of $29,375 and the correct price for both was $24,777 after rebates and plus $860 freight which would be a top line sales price of $26,637 before the two $500

rebates are deducted for $25,637 if you finance at NMAC plus TT&L and our $597 Processing Fee. On the one in question we not only lowered the price another $300 to $26,337 but also offered another $1,000

in the trade above what we initially offered to try and find an amicable solution. Bottom Line is that we offered another $1,300 in bottom line reductions above what the correct price should have been and

that was not acceptable to the [redacted]'.

lf we had started at the correct price the deal structure would have been:

M.S.R.P. $29,375

First Team Discount - $2,738

Sales Price $26,637

Rebate - $500

NMAC Finance Rebate - $500

After Rebates $25,637

Trade - $6,500

Difference $19,737 plus TT&L and $597 Processing Fee

What we offered to do to assist:

M.S.R.P. $29,375

First Team Discount - $3,038

Sales Price $26,337

Rebate - $500

NMAC Finance Rebate - $500

After Rebates $25,337

trade - $7,500

Difference $17,837 plus TT&L and 5597 Processing Fee

What we offered in total was to lower the correct price by $300 and also a total of $1,000 more in the trade value. Ms. [redacted] tried her best to explain that this was an incredible deal on an almost $30,000

vehicle and that she was trying to help... but the [redacted]' did not respond well to her attempts at making this right for them at all. No matter what [redacted] was trying to do to help, they wanted $1,597 more and

it was just not possible since the super low actual price of $24,700 +++ was below cost already. In fact because of the huge First Team discount of slightly over $2,700 plus the factory rebates... both of these

units sold in just a few days after their visit.

It is clear that we did not meet the expectations of Mr. and Mrs. [redacted] and while we try hard to meet everyone's needs, we just could not make this offer any less. [redacted] tried so hard to meet them as close

to the middle as possible and did all that she could to come to a solution that worked for both, unfortunately that did not happen. Again, there were two exactly the same Rogues on the website, so

why would one be correct and the other not... One was right, one was wrong and the [redacted] saw both and asked for the wrong priced one in hopes of getting an even better deal and while we understand

that wish, it was clearly an error and one that we corrected quickly and then sold soon after.

Ms. [redacted] has asked me to send her personal apology that she did not catch this error in pricing before it posted and we all are sorry that we could not meet the [redacted] request.

Sincerely,

David Dillon, President/General Manager

First Team Auto Mall