Revdex.com: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 belowThank you for your good faith effort to have Nelson Toyota Scion fix the issues with the Jeep Grand CherokeeI have learned a valuable lesson about buying used cars from this dealershipI have ran into other dissatisfied customers who have had problems with the Nelson GroupThey were unaware of reporting complaints to the Revdex.comThey know now and are spreading the word of the possibility of filing complaints with you when issues arise, whether through Nelson or other businessesWhile I still have had no resolution to my problem, and doubt that I will, I will use your agency with other consumer issues in the futureThank you againSincerely, [redacted]
Revdex.com: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. First of all, I do not accept this resolution because of the lack of compassion of the DealerI returned this vehicle within hours of purchase asking that they void this transaction because of the issues I found on the way home from the dealerThere is no way to know that a gas gauge is not working until gas in placed in the vehicle and the gauge does not move at all from EmptyI gave up a vehicle for a vehicle that turned out to be in worse shape than the one I traded despite having more miles on itThat is why I asked that the gauge be fixedThis is a safety issue for a woman who may run out of gas in a bad areaI was told that I could figure out how much gas the tank holds and figure out the mileage I get from a tank of gas, thus knowing when it needs a fill up! Is this any way to treat a customer? What if this was their mother, wife, girlfriend...etc? Regarding the wheel drive: I was given a We Owe You paper that states if the repairs are not done within days, the We Owe You is null and voidI was told the "part is on back order for days." This is after the days so I would guess that this repair will not be done eitherI was told that the Dealership has already spent $on parts and repairI feel this is not my problemThe repairman who diagnosed the gas gauge problem and supposedly fixed it is to blame for a misdiagnosisThe gas gauge still does not workI have driven the vehicle for a week now and it has cut off on me twice when having to put the brakes on abruptlyI feel this vehicle could be a death trap and money pitSincerely, *** ***
Revdex.com: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. Thank you for your good faith effort to have Nelson Toyota Scion fix the issues with the 2005 Jeep Grand Cherokee. I have learned a valuable lesson about buying used cars from this dealership. I have ran into other dissatisfied customers who have had problems with the Nelson Group. They were unaware of reporting complaints to the Revdex.com. They know now and are spreading the word of the possibility of filing complaints with you when issues arise, whether through Nelson or other businesses. While I still have had no resolution to my problem, and doubt that I will, I will use your agency with other consumer issues in the future. Thank you again. Sincerely,[redacted]
We are very
sorry to hear that Ms. [redacted] was dissatisfied with her shopping experience at
our recent sale event. We additionally feel sincerely disappointed that we were
unable to reach a satisfactory agreement on the vehicle that she was interested
in. We...
submit the following facts as the
basis for our position:
As a standard and usual practice, we change the
displayed prices on our vehicles based on available models, auction
pricing, retail market prices, days in stock, and other factors. Our
online pricing can change as often as daily or as infrequently as
monthly. We use a number of tools
including Dealertrack’s AAX software program to provide daily pricing at
major national and regional auctions as well as retail market data.
Although Jeep liberty models are available broadly,
across most markets, the CRD or diesel model is very rare and thus we have
no intention of selling the vehicle at a loss.
It can be complicated to work with customers with
negative equity as the balance above the actual value of the trade vehicle
must be applied to the financed amount and can seem confusing to the
buyer. When the buyer reviews the
amount financed the total includes purchase price, negative equity, state
sales taxes, sometimes local taxes, as well as processing fees. Only down payments are subtracted from
the total. Finally, loan documents
also display the total of all of the payments including total interest
paid. Either of these totals will
likely be a far larger number than the purchase price of the vehicle.
Although we have not been able to verify that a
staff member had “ become hostile” or “yelled” at Ms. [redacted], a number of
staff members stated that Ms. [redacted] had become so loud in the busy
showroom as to attract the attention of many shoppers and employees
attempting to conduct business.
We, along with all retail businesses, reserve the right
to price our vehicles at whatever we elect is appropriate for our
market. We spend considerable time
every month in making sure that our vehicles are appropriately priced for
our market. We also respect all of
our shopper’s right to peacefully reject any price or trade in allowance
offered. This balance of sellers
and buyers rights has served our nation as well as our community for more
than 238 years.
Our offer to attempt to find Ms. [redacted] a vehicle
where we can overcome her negative equity and discount the vehicle an
additional $2000 below market value still stands, and if there is anything
at all that we can do to resolve this matter to Ms. [redacted]’s satisfaction,
we will do our very best.
Today I checked and there are at least eighty 2006
Jeep Liberty vehicles available within 200 miles of our dealership,
however there are only 4 diesel models and we have the only one with less
than 100,000 miles.
At Nelson
Automotive Group, we have served our community for more than 40 years and
tirelessly work to satisfy all of our customers. We have more than 1000 vehicles currently in
stock and we feel comfortable that we can find a great deal on a vehicle for
Ms. [redacted], however, as in all of the free market, should she choose a rare or
exceptional vehicle, we will have less latitude particularly when a negative
balance must be factored into the equation.
Sincerely
yours,
[redacted] *. [redacted]
Director of Operations
Nelson Automotive Group
[redacted] - Nelson Toyota Scion Dear [redacted], With regard to Mrs. [redacted]’s response to our statement regarding her 2005 Jeep Grand Cherokee, we are completely committed to repairing the four wheel drive issue, as we have agreed to do. Furthermore we replaced the fuel tank sending unit as a goodwill gesture, but we acknowledge that further diagnosis needs to be done by a Chrysler dealer to determine why the gauge still reads incorrectly. As we stated in our first statement, Ms. [redacted] purchased the vehicle without any warranty from Nelson Toyota expressed or implied, and as a result, we are not willing to repair any further issues at our expense. I have contacted the Chrysler dealer where the part for the four wheel drive system is on order and they stated today that the part is on national backorder and that they are contacting area dealers to see if the part can be procured faster. Due to the delay from the manufacturer, we will honor the “WE OWE” without any time limitation. In response to Ms. [redacted]’s new concern, I submit that she should take the vehicle to a repair facility and have the vehicle diagnosed. Most issues that could cause the vehicle to stall are not major repairs and all preowned vehicles can, and do require attention from time to time. Sincerely yours, Tony Albanese Director of Operations Nelson Automotive Group
RE: [redacted] - Nelson Toyota Scion Dear [redacted], With regard to Mrs. [redacted]’s concerns after having purchased a 2005 Jeep Grand Cherokee from our Toyota store, I have spoken to the sales manager, [redacted], and I have reviewed the transaction documents. No warranty was expressed or...
implied beyond having agreed to repair the four wheel drive issue and recondition the headlamps. A part is on back order from the manufacturer and when the part arrives, we will cheerfully meet our commitment to the customer. After purchasing the vehicle, Mrs. [redacted] returned and asked us to also repair the fuel gauge. As a goodwill gesture, we had our technician check out the fuel gauge concern in order to see if it could be something simple. Apparently the repair will be fairly involved and we, having made no promise to repair this concern, have elected not to participate in the repair. Lastly, we sell new vehicles, Preowned vehicles with warranties, and we sell Preowned vehicles without warranties. We sell these vehicles where our customers have budgetary restrictions limiting their ability to purchase newer vehicles with some protections against mechanical issues. Most of our customers understand that the price of the vehicle they are buying is related to their assumption of some risk of repair expenses going forward. I am truly disappointed that Mrs. [redacted] does not accept this reality. Nelson Automotive Group has been serving our area for more than 38 years with compassion and integrity. We are saddened whenever there is a concern with one of our customers, and what we have agreed to repair, we will, no matter what it costs. Sincerely yours, Tony Albanese Director of Operations Nelson Automotive Group
Revdex.com: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 belowThank you for your good faith effort to have Nelson Toyota Scion fix the issues with the Jeep Grand CherokeeI have learned a valuable lesson about buying used cars from this dealershipI have ran into other dissatisfied customers who have had problems with the Nelson GroupThey were unaware of reporting complaints to the Revdex.comThey know now and are spreading the word of the possibility of filing complaints with you when issues arise, whether through Nelson or other businessesWhile I still have had no resolution to my problem, and doubt that I will, I will use your agency with other consumer issues in the futureThank you againSincerely, [redacted]
Revdex.com: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. First of all, I do not accept this resolution because of the lack of compassion of the DealerI returned this vehicle within hours of purchase asking that they void this transaction because of the issues I found on the way home from the dealerThere is no way to know that a gas gauge is not working until gas in placed in the vehicle and the gauge does not move at all from EmptyI gave up a vehicle for a vehicle that turned out to be in worse shape than the one I traded despite having more miles on itThat is why I asked that the gauge be fixedThis is a safety issue for a woman who may run out of gas in a bad areaI was told that I could figure out how much gas the tank holds and figure out the mileage I get from a tank of gas, thus knowing when it needs a fill up! Is this any way to treat a customer? What if this was their mother, wife, girlfriend...etc? Regarding the wheel drive: I was given a We Owe You paper that states if the repairs are not done within days, the We Owe You is null and voidI was told the "part is on back order for days." This is after the days so I would guess that this repair will not be done eitherI was told that the Dealership has already spent $on parts and repairI feel this is not my problemThe repairman who diagnosed the gas gauge problem and supposedly fixed it is to blame for a misdiagnosisThe gas gauge still does not workI have driven the vehicle for a week now and it has cut off on me twice when having to put the brakes on abruptlyI feel this vehicle could be a death trap and money pitSincerely, *** ***
Revdex.com: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. Thank you for your good faith effort to have Nelson Toyota Scion fix the issues with the 2005 Jeep Grand Cherokee. I have learned a valuable lesson about buying used cars from this dealership. I have ran into other dissatisfied customers who have had problems with the Nelson Group. They were unaware of reporting complaints to the Revdex.com. They know now and are spreading the word of the possibility of filing complaints with you when issues arise, whether through Nelson or other businesses. While I still have had no resolution to my problem, and doubt that I will, I will use your agency with other consumer issues in the future. Thank you again. Sincerely,[redacted]
We are very
sorry to hear that Ms. [redacted] was dissatisfied with her shopping experience at
our recent sale event. We additionally feel sincerely disappointed that we were
unable to reach a satisfactory agreement on the vehicle that she was interested
in. We...
submit the following facts as the
basis for our position:
As a standard and usual practice, we change the
displayed prices on our vehicles based on available models, auction
pricing, retail market prices, days in stock, and other factors. Our
online pricing can change as often as daily or as infrequently as
monthly. We use a number of tools
including Dealertrack’s AAX software program to provide daily pricing at
major national and regional auctions as well as retail market data.
Although Jeep liberty models are available broadly,
across most markets, the CRD or diesel model is very rare and thus we have
no intention of selling the vehicle at a loss.
It can be complicated to work with customers with
negative equity as the balance above the actual value of the trade vehicle
must be applied to the financed amount and can seem confusing to the
buyer. When the buyer reviews the
amount financed the total includes purchase price, negative equity, state
sales taxes, sometimes local taxes, as well as processing fees. Only down payments are subtracted from
the total. Finally, loan documents
also display the total of all of the payments including total interest
paid. Either of these totals will
likely be a far larger number than the purchase price of the vehicle.
Although we have not been able to verify that a
staff member had “ become hostile” or “yelled” at Ms. [redacted], a number of
staff members stated that Ms. [redacted] had become so loud in the busy
showroom as to attract the attention of many shoppers and employees
attempting to conduct business.
We, along with all retail businesses, reserve the right
to price our vehicles at whatever we elect is appropriate for our
market. We spend considerable time
every month in making sure that our vehicles are appropriately priced for
our market. We also respect all of
our shopper’s right to peacefully reject any price or trade in allowance
offered. This balance of sellers
and buyers rights has served our nation as well as our community for more
than 238 years.
Our offer to attempt to find Ms. [redacted] a vehicle
where we can overcome her negative equity and discount the vehicle an
additional $2000 below market value still stands, and if there is anything
at all that we can do to resolve this matter to Ms. [redacted]’s satisfaction,
we will do our very best.
Today I checked and there are at least eighty 2006
Jeep Liberty vehicles available within 200 miles of our dealership,
however there are only 4 diesel models and we have the only one with less
than 100,000 miles.
At Nelson
Automotive Group, we have served our community for more than 40 years and
tirelessly work to satisfy all of our customers. We have more than 1000 vehicles currently in
stock and we feel comfortable that we can find a great deal on a vehicle for
Ms. [redacted], however, as in all of the free market, should she choose a rare or
exceptional vehicle, we will have less latitude particularly when a negative
balance must be factored into the equation.
Sincerely
yours,
[redacted] *. [redacted]
Director of Operations
Nelson Automotive Group
[redacted] - Nelson Toyota Scion Dear [redacted], With regard to Mrs. [redacted]’s response to our statement regarding her 2005 Jeep Grand Cherokee, we are completely committed to repairing the four wheel drive issue, as we have agreed to do. Furthermore we replaced the fuel tank sending unit as a goodwill gesture, but we acknowledge that further diagnosis needs to be done by a Chrysler dealer to determine why the gauge still reads incorrectly. As we stated in our first statement, Ms. [redacted] purchased the vehicle without any warranty from Nelson Toyota expressed or implied, and as a result, we are not willing to repair any further issues at our expense. I have contacted the Chrysler dealer where the part for the four wheel drive system is on order and they stated today that the part is on national backorder and that they are contacting area dealers to see if the part can be procured faster. Due to the delay from the manufacturer, we will honor the “WE OWE” without any time limitation. In response to Ms. [redacted]’s new concern, I submit that she should take the vehicle to a repair facility and have the vehicle diagnosed. Most issues that could cause the vehicle to stall are not major repairs and all preowned vehicles can, and do require attention from time to time. Sincerely yours, Tony Albanese Director of Operations Nelson Automotive Group
RE: [redacted] - Nelson Toyota Scion Dear [redacted], With regard to Mrs. [redacted]’s concerns after having purchased a 2005 Jeep Grand Cherokee from our Toyota store, I have spoken to the sales manager, [redacted], and I have reviewed the transaction documents. No warranty was expressed or...
implied beyond having agreed to repair the four wheel drive issue and recondition the headlamps. A part is on back order from the manufacturer and when the part arrives, we will cheerfully meet our commitment to the customer. After purchasing the vehicle, Mrs. [redacted] returned and asked us to also repair the fuel gauge. As a goodwill gesture, we had our technician check out the fuel gauge concern in order to see if it could be something simple. Apparently the repair will be fairly involved and we, having made no promise to repair this concern, have elected not to participate in the repair. Lastly, we sell new vehicles, Preowned vehicles with warranties, and we sell Preowned vehicles without warranties. We sell these vehicles where our customers have budgetary restrictions limiting their ability to purchase newer vehicles with some protections against mechanical issues. Most of our customers understand that the price of the vehicle they are buying is related to their assumption of some risk of repair expenses going forward. I am truly disappointed that Mrs. [redacted] does not accept this reality. Nelson Automotive Group has been serving our area for more than 38 years with compassion and integrity. We are saddened whenever there is a concern with one of our customers, and what we have agreed to repair, we will, no matter what it costs. Sincerely yours, Tony Albanese Director of Operations Nelson Automotive Group