First Team Nissan of New River Valley

We understand this guests disappointment in these continued issues with this nine year old vehicle, however nothing has changedOur New River team has done everything possible to assistThank you!

Thank you for the opportunity to respondUnfortunately this issue needs to be addressed by the Manufacturer of the Vehicle, Nissan North AmericaThe Manufacturer has complete responsibility for all vehicle concerns and the factories prohibit dealers from getting involvedThis will be
completely between the owner of the vehicle and Nissan North America (NNA). We can ask NNA to look into this, and we have done so, but that is all that we are allowed to doAny Buy Back is 100% the responsibility of the manufacturer.We have forwarded this concern to the District Operations Manager for NNA and we have asked him to investigate this issue with this Nissan Pathfinder and also Ms*** experience with Nissan's Consumer AffairsNNA Consumer Affairs (CA) has 100% responsibility for responding to the *** concerns and its is certainly unusual that any calls would have been made to our store by CAprocedure would be for Consumer Affairs to contact the District Manager for NNA and then the District Manager would contact us for any information that they need.We do encourage the ***' to stay in contact with Nissan Consumer Affairs and make their request for assistance clear to NissanIf NNA attempts to direct them back to the dealer again, they should state that they know that all responsibility for product issues are completely in the hands of Nissan and not the dealer.Again, thank you for the opportunity to respond. *** ***First Team Nissan of Christiansburg

Initial Business Response /* (1000, 8, 2016/01/27) */
I have provided an itemization of both scope of work we performed and pricing for each individual item to the homeownerSince scope of work commonly changes on insurance jobs our contracts state that we are to be paid the amount paid by the
insurance company to include revised claim reports and supplements for the work we performThe final amount due when claims are revised and supplements are approved by the insurance company are going to be more than the original contract amountAny additional amount invoiced to the homeowner has been approved and paid to the homeowner by the insurance companyThe additional amounts do not therefore come out of the homeowners pocketAgain, this is stated in our contractsThere were a couple items that did not get doneI have revised the scope of work and invoice to reflect only those items that were in fact completedThere is an outstanding balance of $1,and I have informed the homeowner I expect that balance to be paid in fullI did send a revision to the homeowner on January 21st on some items she brought to my attentionI believe the homeowner filed this complaint prior to receiving the revisions thus it's possible most of the issues have already been resolved

I have reviewed the response offer made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
I did let Mr*** and Mr*** explain to me what was going on with my car but when I questioned them, Mr*** began to talk loudly and over me as if I were a child or a stupid woman…neither of which describe me! I did mention contacting the Revdex.com, and Mr*** sarcastically replied, “…do you want the direct phone number? I used to work with them.” I stand by my statement, that he was the most unpleasant and unprofessional person I have ever spoken toI do understand the hose is a wearable part but it was not ripped like that when I took my car in and when I asked the technician about that, he even said it may have torn when taking it out because it was in such a small spotBut let me remind Mr*** that when I was told my car was running lean, your team wanted me to pay $150+ to replace that very hose but I believe that because I refused and then had to bring it back and question it, they replaced it at no cost…that is not the definition of a “goodwill” fix, owning up to breaking something and making it right isAs for the Osensor, I was never asked about it and they did replace that…they offered that service on their own and I do appreciate itThe alternator did turn out to be bad but after the week I had had with this dealership, I needed peace of mind and a 2nd opinion from someone that I trusted. That has been fixed nowBut the sway bar being bent and the cover and the grill being broken when I picked up my car, just seems careless on their part and I truly believe they know it happened there but they will continue saying otherwiseThey even said that the cover was broken and that there was a bolt missing…I doubt that but how am I supposed to believe anything they tell me at this point?
Regards,
*** ***

Thank you for forwarding Ms*** concernAs I tried to discuss with her by phone call, our New River team had complete decision making authority and had already extended around $in Goodwill assistance to assist her in getting her Murano Transmission repair completedThe one part that Ms
*** believes was damaged by our team is a wearable hoseone that is replaced so often on a almost nine year old vehicle that we actually keep that part in stock! Our team in New River as well as myself during our call have tried to explain this to Ms*** but she did not seem to want to allow us to discuss that this was quite for the age and mileage of her vehicleWe also tried, both myself and our service team, that our New River teams decision to assist her with that hose as well as the new Oxygen Sensor was Goodwill and that we did not have to do this, but they did so trying very hard to help and be of assistance. Our conversation was brief, and I did convey that we had complete faith in *** ***, our New River Service Director, and his team in their decisions on her behalf and it was at that point Ms*** brought up the Revdex.comI did tell her that we had been involved with the Revdex.com for a long time and we would gladly refer her directly to the Revdex.com to get assistance and that is when she ended the call.Our team has tried diligently to assist Ms*** and has made every good faith effort to do what is rightThe team we are so fortunate to have inherited when we purchased this store almost two years ago is still there, fully empowered and charged with responsibility to take care of our guests in the same exact way as they would have beforeand they believe strongly that they have done everything possible in this situationThe goodwill we have already allowed on the hose and Oxygen Sensor is all that we can do and we do not have any further responsibility for Ms*** vehicles latest issuesWe never removed the cover in question since the transmission work was underneath the vehicle and our team in New River has told her that they would not have done anything that would have caused the broken grill, broken engine cover or Alternator issues.The news I delivered to Ms*** by phone is the same here and not what she wanted at allOur team has done everything possible and beyond to help and they are not responsible for the current issuesI did tell her that we have complete faith in the decisions of our New River Service team and we stand behind them in their decision to give the $goodwill as well as their determination that we had no further obligations to her and that is all we can do. Respectfully, David M.DillonPresidentFirst Team Nissan of New River Valley

Initial Business Response /* (1000, 17, 2015/10/09) */
We went to his home to install the Leaf Free gutter topper systemThe gutters that had been installed years ago were too high and would not allow enough of a pitch to be effectiveWe would normally lower the gutters however there were nails
thru the back of the gutters into the fascia boardThe only way the Leaf Proof product could be installed properly would be to replace all the guttersWe have another product that would work with the existing guttersWe installed the Valor gutter guard systemWe were very busy at the time and my production manager neglected to contact the homeowner explain the situation and options and get the homeowners approval for the product we installedMy production manager is very experienced and knew better however it did happenI both apologized and admitted our mistake to the homeownerI gave him the option to keep the product we installed for a substantial discountThe homeowner has decided to remove our product and replace it with something elseI am refunding the entire down payment back to the homeowner
Initial Consumer Rebuttal /* (2000, 20, 2015/10/16) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Builders and Remodelers owner spoke to me by phone on 10/8/After he confirmed with me that I removed the product his company installed on my gutters and replaced with a version I purchased from Menards, he told me he was refunding the $down payment that I had given Builders and Remodelers when I originally contracted with them to do the gutter cover workI received the check on 10/15/and cashed it on 10/16/Although I am disappointed with Builders & Remodelers Inc(and will never use them again), they did return the down payment to me 4-months after they performed the unauthorized workI believe this complaint has now been resolved

I have reviewed the response offer made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
Clearly, we will never agree but I know the truth and the damage was done thereIt is up to them to own up to it and do the right thing. My vehicle may be years old but it is well maintained and by another dealership was classified as being in excellent conditionI will never, ever recommend First Team to others for anything!
Regards,
*** ***

The customer loves the window and is very pleased with the interiorThe homeowner has a concern regarding the exterior appearanceAdam (sales rep) spoke with the homeowner and took exterior picturesI spoke with the homeowner today ( 5/2/16) and we have come to a resolutionThe complaint is
satisfied and the homeowner can be contacted to confirm

Initial Business Response /* (1000, 8, 2016/01/21) */
I spoke with the homeowner on 1/21/2016. We are in the process of working together towards a mutual satisfactory solution. It may take a couple weeks to gather additional info. We are optimistic we will resolve this.

We have completed the deck. I spoke to the homeowner and she is very pleased with the deck. There is one item she would like us to look at which we will. There were delays and I did discount the project.

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.

The job was completed except the installation of a new storm door. We inadvertently sent an invoice prior to the door installation. The storm door has been installed and the job has been paid in full by our customer. I did speak to the homeowner on 11/28/17 and apologized.

We understand this guests disappointment in these continued issues with this nine year old vehicle, however nothing has changed. Our New River team has done everything possible to assist. Thank you!