George Harte Nissan, Inc.

Complaint: ***
Once this matter is fully resolved then we can close this case, it is currently in progress to be solved
Sincerely,
*** ***

George Harte Nissan is extremely sorry for the confusion in reimbursing Mr*** his money owedThe Holidays and vacation time caused Mr*** paperwork to be delayedThe check has been cut and placed in the mail this morning
We strive to provide a totally exceptional customer
experience and we are very, very sorry that we missed that standard with regards to Mr***
Mr*** can feel free to reach out to me directly should he experience any further issues or have any additional concerns
Thank you, *** *** *** ** *** *** *** *** ***

The lease referred to in this complaint was grounded at George Harte Nissan yesterdayThe customer who returned the lease, *** ***, expressed his satisfaction with the dealership at the time of return
The inspection of the leased vehicle is performed by a 3rd party- AIMAny additional
charges incurred due to this inspection are between AIM and Mr.***
Feel free to contact me should you require additional information
Sincerely, *** ***
Director of Communications
*** *** ***

Complaint: ***
I am rejecting this response because: I like to make a correction to the response made by *** Harte Nissan where they stated I returned year later Everything was done this summer i.e06/23/and then I returned 07/10/(month later) I'm attaching the screenshots of the invoices to clarify thatHow many times does a problem for a particular issue have to be diagnosed and repaired? I had to go back there times for them to repair the ABS problem and less than months after the last repair still summer I'm experiencing the ABS indicator light on again I shouldn't have to pay for another repair and not sure what they mean by when they say to bring it back in to diagnoseI will not return to *** Harte Nissan for them to take more money from me on this issue I rather take the car somewhere else
Sincerely,
*** ***

George Harte Nissan is more than happy to discuss options to assist [redacted]  We need him to schedule a time to bring his vehicle to our store and sit with our General Manager, [redacted], at his earliest convenience.  [redacted] can be reached at the store, [redacted] or via...

email [redacted] 
Thank you,
[redacted]

From: [redacted] Sent: Wednesday, March 25, 2015 1:56 PMTo: [redacted]Subject: [redacted]   Hi [redacted],   I wanted to reach out to you regarding the complaint filed by [redacted].  The actual customer involved in the transaction was [redacted].  I personally spoke with [redacted] today and he has informed me that he is completely satisfied with the resolution.   I would like to see if we can get this removed as it was not from the customer directly involved?  I am sure [redacted] would be happy to speak with you directly as well- I can provide you with his information should you require it.   Thank you, [redacted]   Director of Communications [redacted]

The Service Manager at George Harte Nissan has been in touch with [redacted].  We have agreed to order and install a new oil drain plug and new front brake pads.  George Harte Nissan will also order a new in-cabin filter that [redacted] will install himself.
Please feel free...

to contact me should you require additional information.
Sincerely,
[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.
Sincerely, [redacted]

George Harte Nissan spoke with Mr. [redacted] yesterday regarding his lease return to [redacted].  We expressed our sincerest apologies for the miscommunication that occurred between our  dealership and Mr. [redacted].  [redacted] is very strict about who they will accept lease returns from; however, we...

worked it out so that we will be taking care of the [redacted] lease return on Friday for him.George Harte Nissan strives to provide all our customers with a totally exceptional experience and we are very sorry that we missed that standard.  We value Mr. [redacted]'s business and will be sure to expedite this lease return for him first thing Friday.
Please feel free to contact me should you require additional information.
 
Sincerely,[redacted]

[redacted]s warranty had just expired when she inquired about extending it.  At the time, Nissan allowed us to sell the warranty and process it through the Nissan system.  We were under the impression at time of sale that she would qualify.  Nissan has since come back and said that...

since there was a lapse in coverage she would not be able to qualify for the warranty benefits.  Nissan has stated that they will reimburse [redacted] for the two payments she had already made.  We are working with Nissan to understand why they will not allow [redacted] to qualify for the extended warranty and we are trying to find other options to assist [redacted].  This is not a dealership decision, it is the manufacturer, and we are trying everything we can do assist. 
Thank you
Erin Touponse

[redacted] returned to the dealership yesterday. The Service Manager personally re-did the services and also provided him with a complimentary one-year maintenance agreement. [redacted] has indicated that he is satisfied with this outcome.

Review: I went in to the dealer with a 701 credit score the sales person [redacted] said because I had no credit history I cannot finance a vehicle I would have to lease. He told me although it is a 3 year lease after one year he can get me out no problem. At the time of contract the monthly payments would be 497.00 I told him that was too expense he said come on you work at a bank. I said no it is too high he said stay in the car for 1 year and come back he would get me out after making 12 payments. It is now 1 year I went back and he said I cannot get out the lease unless I take a hit to my credit for a voluntary repo or lease another car, or get another car financed and add the value of the old car to the new loan. He lied to me about the terms of the lease and never told me if I turned in the car their will be a fee nor a hit to my credit. He has not tried to help me after me being so calm and patient with his antics for a year. He told me to call consumer affairs at Nissan and they said they cannot help unless the car was damaged. I called Nissan they said sorry dealers are independently owned and they cannot help either. I have a signed contract but I was tricked into thinking that I can get out my lease safely. He even tried to see me another new 2014 car at higher value after I asked repeatedly for a used car. My husband is my witness. I think he gets a higher sale amount from new cars. I feel cheated, used and misinformed. I have been a Nissan customer for over 11 years and I have never been lied to as much as I have been by dealer. I call managers and none have returned my calls. The dealer says they cant help me and gives me a number to call. Then Nissan says they cant help me and I should go to another dealer. This dealership is unfair, and unprofessional. I need help reporting this issue some one please help me get to the bottom of this so that no other customer us cheated.Desired Settlement: I need to get my car replaced and refinanced. If this is not possible I want the dealer to face a penalty. I am sure I am not the only one who was cheated by George Hart Nissan. I have been unhappy since the wek after I purchased this vehicle and waited a year for relief and still no relief. I want to be able to beak my lease as I was told and finance my car.Thank you so much.

Business

Response:

Ms. [redacted] leased a [redacted] from George Harte Nissan in 2012 with an agreed-to term of three years. Ms. [redacted] came back to the dealership last week requesting that we provide her with some options of getting out of her [redacted]- as she expressed the fact that she did not like the vehicle. George Harte Nissan appraised her situation and found that there was a deficit of about $7500 that needed to be reconciled before we could get her out of her lease and into a different vehicle. This deficit was due to the need to fulfill the terms of the lease that she agree to back in 2012.

George Harte Nissan showed Ms. [redacted] an option of financing a new [redacted]. We showed her a new car because of the programs that are available through Nissan that can assist in offsetting her deficit. Ms. [redacted] could have chosen a used car, but would have needed to come up with cash down to make this happen as there are no programs provided by the OEM on a used car.

George Harte Nissan provided her with the option of financing a new [redacted] and were able to lower her monthly payment by about $40/month. She is currently pre-approved for this option.

We can also help her finance the remainder of her lease on her [redacted] which would also help her to lower her payments. We did not provide her with that option because she expressed the fact that she did not like the [redacted].

When she left the dealership, she said that she wanted to think about her options, but did not express any concerns about what was presented. We are more than willing to assist Ms. [redacted] in getting into a different vehicle, but we can only do so under the guidelines and terms of her current agreement.

Please feel free to contact me should you require additional information.

Business

Response:

Ms. [redacted] will be meeting with George Harte Nissan General Manager, [redacted], on Monday to discuss these issues personally and to hopefully come to a satisfactory resolution.

Consumer

Response:

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

Sincerely,

Review: On 01/21/2015 I brought my vehicle in for service a Nissan [redacted], I had a coupon for 79.99 for an oil change,coolant drain and fill, tire rotation and a 40 point inspection. [redacted] the service advisor called me over and said everything was fine breaks fluids etc. but the vehicle called for a synthetic oil that would cost extra, so the bill will be 151.18 instead of the 79.99, no problem I told him it had to be done. [redacted] called me again and stated the car was ready and was in good shape, I paid the bill before I picked up the vehicle, when I went to look at vehicle I noticed that the wheel that had a scratch on the rim was in the same place, so I naturally checked the other work to make sure they didn't forget anything major, upon my inspection of the vehicle I noticed there was no antifreeze visible in the coolant reservoir or in the radiator itself, so now I checked the oil and i've had many oil changes performed on my vehicles through the years and I have never had oil looking this dirty after an oil change, I went inside to speak to Service manager [redacted] I explained what just happened and he said I will have the pull it in and do it all over for you, the vehicle was brought back in and my confidence in the work done on my vehicle is not there, I feel I was lied to and cheated, they asked for extra money to do the job I said ok! and the job was not done correctly therefore I am asking for a refund so I can have it done elsewhere again I do not feel that even the 40 point inspection was doneDesired Settlement: I am asking for a refund so I can have it done elsewhere again I do not feel that even the 40 point inspection was done not confident in this service dept.

Business

Response:

[redacted] returned to the dealership yesterday. The Service Manager personally re-did the services and also provided him with a complimentary one-year maintenance agreement. [redacted] has indicated that he is satisfied with this outcome.

Review: My [redacted] ABS indicator light was illuminated for weeks and in addition was experiencing a loud grinding noise that triggered randomly. I brought the car in to [redacted] Harte Nissan sometime in June to diagnose and they told me the rear sensor wire had to be replaced. After the work was performed as soon as I drove off the lot the ABS light turned back on and I heard the grinding noise again. After I paid $700 or so for the wire repair. So I called them back and scheduled another appt. The next time they told me it was the ABS pump malfunctioning. They allowed me to purchase a used pump online for $150. The car was there for 1 week and they were having difficulties pinpointing the problem as it seemed the ABS pump module was not the issue. I called them for an update and they told me another wire sensor from the front of the car was severed. After being upset they told me they were able to repair the front sensor wire by splicing the wire. I asked them why that wasn't detected the first time they inspected the ABS system and they were not able to give me a clear reason as they just didn't know. After 1 week they said the ABS issue was finally resolved. I paid an additional $300. They told me the reason was the front hub locks were malfunctioning and one of them had an extra part. The hub lock was slipping and making the noise and triggering the ABS light to turn on. About 3 weeks later and to present day the ABS light has been randomly turning on and off every now and then but not every day. So that must imply there is still something wrong.Desired Settlement: I would like this fixed so I do not see the ABS light illuminate anymore or partially refund me if they cannot fix this completely.

Business

Response:

On June 23, 2014 [redacted] brought his [redacted] to [redacted] Harte Nissan with a complaint that his ABS light was going on and off and he heard a buzzing noise from the front of the car. At the time, he stated that he had his front brakes and wheel bearings replaced at a different facility; which resulted in the noise going way for a few months. Upon inspection of the vehicle, the tech was able to isolate the issue to a code C1105- indicating issues with the right rear sensor 2. The tech tested the wiring and connector and found intermittent internal malfunction. The tech also found the positive wire for the right rear sensor was corroded. The technician removed and replaced the right rear ABS sensor and road tested the vehicle. After this repair, the tech could no longer duplicate the noise concern, but did document and advise customer that due to the short in the sensor, internal damage may have occurred to the ABS module. Customer indicated that he understood and picked up his vehicle. Parts total was $385.67, labor total was $319.88- grand total $679.79.

[redacted] returned on 6/25/14 stating that the ABS light came back on in his vehicle and intermittent noise of the ABS pump activating. Technician found code C1113, G-Sensor, stored. The technician inspected the harness and the connector and both checked out okay. The tech removed the center console and tested the voltage at the terminal connector; which also checked out okay. The technician also tested the terminals for continuity and found that to be okay as well. The technician finally isolated the code to an internal failure of the ABS actuator. [redacted] declined repairs and was not charged for this visit. He was also advised that if he wanted to supply his own part, we would install it for him; but we could not offer any warranty for the repairs should he chose this route.

On 7/20/15 (a year later), [redacted] returned to [redacted] Harte Nissan stating that the ABS light was on and the pump activates while he is driving. Per his previous diagnostic customer requested that we replace the pump with an ABS actuator/pump that he would supply.

After installing the pump, our technician still indicated he heard a noise and was able to pull a code that was stored for a left front ABS sensor. Tech replaced the left front ABS sensor wire harness. During this repair, the tech found a left front aftermarket locking hub was slipping and therefore causing the noise. The tech replaced both front hubs with known good hubs and notated that he found extra washers installed on the left side when he was removing the aftermarket hubs. After this repair, there were no lights or noises present. [redacted] was only charged for the ABS installation and [redacted] Harte Nissan honored a coupon for 15% off. All other diagnostics and repairs, including the wire repair and installing known good hubs, was completed at no additional charge to [redacted]. This visit resulted in a total charge of $316.40. We have not heard from [redacted] since this repair.

[redacted] Harte Nissan strives to provide a totally exceptional experience to all our customers and we feel that we went above and beyond to assist [redacted] with his repairs. Unfortunately when a vehicle gets older and over 200k miles, issues arise. As the dealership did not know, until this complaint was processed, that [redacted] was still having an issue, we were unable to address why his concerns continue. We are more than happy to perform additional diagnostics for [redacted] at any time.

Consumer

Response:

Review: [redacted]

I am rejecting this response because: I like to make a correction to the response made by [redacted] Harte Nissan where they stated I returned 1 year later. Everything was done this summer 2015. i.e. 06/23/2015 and then I returned 07/10/2015 (1 month later). I'm attaching the screenshots of the invoices to clarify that.How many times does a problem for a particular issue have to be diagnosed and repaired? I had to go back there 2 times for them to repair the ABS problem and less than 2 months after the last repair still summer 2015 I'm experiencing the ABS indicator light on again. I shouldn't have to pay for another repair and not sure what they mean by when they say to bring it back in to diagnose.

Review: I spoke to a customer representative/dealer at Harte Nissan in [redacted], the dealership from which I leased my car three years ago. I told them that the term of my auto lease was ended and I wished to return the car on 3/23/2015. The dealer on the phone agreed and I arranged a time to drop off the car and close out my lease. When I arrived at the dealership the Sales Manager, [redacted], harassed me and insisted that I should lease a new vehicle with their dealership. When I said that I was not interested and was considering a lease from a competitor, he refused to allow me to return my vehicle. Even though I had previously arranged to come in to the dealership to return my car, he now claimed that the lot was full and that I could not return my vehicle and "ground" my lease until they had space on the lot. They also threatened to charge me $500 for any issues found on my car during an "AIM inspection". They tried to claim that I was responsible to schedule an inspection prior to returning the vehicle, and that they could refuse to accept my returned vehicle even though the term of my lease had elapsed and all payments had been made. The Sales Manager, [redacted], was rude and aggressive. Out of nowhere, he brought up my financial situation and the fact that my credit was low as a tactic to intimidate me. There is absolutely no connection between my financial situation and my ability to end a lease at the end of a lease term with all charges paid and everything in good standing. Because he did not want to have another vehicle on his lot, he continued to pressure me into keeping the car or starting a new lease. He was unprofessional and spoke to me and my friend disrespectfully. He even asked my friend to mind his own business when he tried to intervene on my behalf. In the end, the dealership agreed to store my leased vehicle, but still would not accept the vehicle or close out my lease.Desired Settlement: The dealership need to accept my returned vehicle and close out the lease without fraudulently tacking on inspection charges or other conditions.

The Sales Manager, [redacted], needs to apologize for his treatment of me and my friend and for his high-pressure sales tactics.

Business

Response:

The lease referred to in this complaint was grounded at George Harte Nissan yesterday. The customer who returned the lease, [redacted], expressed his satisfaction with the dealership at the time of return.

The inspection of the leased vehicle is performed by a 3rd party- AIM. Any additional charges incurred due to this inspection are between AIM and Mr.[redacted].

Feel free to contact me should you require additional information.

Sincerely, [redacted]

Director of Communications

Business

Response:

From: [redacted] Sent: Wednesday, March 25, 2015 1:56 PM To: [redacted] Subject: [redacted] Hi [redacted], I wanted to reach out to you regarding the complaint filed by [redacted]. The actual customer involved in the transaction was [redacted]. I personally spoke with [redacted] today and he has informed me that he is completely satisfied with the resolution. I would like to see if we can get this removed as it was not from the customer directly involved? I am sure [redacted] would be happy to speak with you directly as well- I can provide you with his information should you require it. Thank you, [redacted] Director of Communications [redacted]

Review: I purchased a [redacted] used from George Hart on July 3 2014. My car has reached 37500 miles and was due for an oil change as per the sticker from george hart and [redacted] manual. So I go to drain the oil (as I have done with every car I have ever owned) and the drain plug is on there so tight that it can not be even taken off with a impact gun (which should never have to be used to take off a drain plug). After spending hours trying to get this plug off I gave up and lowered my car off the ramps. I am very concerned by this because if they over tightened this while completing the oil change before the sale it could need the drain plug drill out and possible the oil pan replaced. Since now it was close to dark I wanted to change the cabin air filter and engine air filter to get them on a schedule to be done every year at this time. Now I open up the engine air filter and it looks still perfect and new (which shows they probably replaced it during their inspection) but when I went to replace the cabin air filter, it was black. It was absolutely disgusting which would never look like this after 3500 miles. Now in their inspection sheet they claimed they inspected the filters and they were fine. They obviously never checked the cabin air filter. They also claimed to have replaced the front brake pads which are now squealing after 3500 miles.Desired Settlement: My desired outcome is first they provide me with a new cabin air filter because this should have been replaced originally with the sale (I will install this myself). As well as they remove the drain plug and replace it, as well as complete the oil change with my oil and filter. And finally replace the front brake pads and resurface or replace the rotors. I must also be there watching them the entire time to ensure this is actually done properly.

Business

Response:

The Service Manager at George Harte Nissan has been in touch with [redacted]. We have agreed to order and install a new oil drain plug and new front brake pads. George Harte Nissan will also order a new in-cabin filter that [redacted] will install himself.

Please feel free to contact me should you require additional information.

Sincerely,

Consumer

Response:

Review: [redacted]

Once this matter is fully resolved then we can close this case, it is currently in progress to be solved

Sincerely,

Review: I purchased a new Nissan from George Harte Nissan. As part of the agreement they bought me out of my current [redacted] lease. They took the plates of my old car and advised me to bring them back to DMV. I drove away in our new car and left our [redacted]. Now at least a week later they called and told me they can not return my lease to [redacted] that I have to. Then why did they make the deal? Why did they keep the [redacted]? They advised me that I would be responsible for any extra fee's when I turn the lease into [redacted]. None of this was part of the deal. They sell cars everyday so I'm sure they knew they couldn't bring the lease back. They were very deceptive and just wanted to get me into their car.Desired Settlement: They should honor the deal and return the car to [redacted]. It should not be my responsibility. They shouldn't lie to customers or use deceptive tactics.

Business

Response:

George Harte Nissan spoke with Mr. [redacted] yesterday regarding his lease return to [redacted]. We expressed our sincerest apologies for the miscommunication that occurred between our dealership and Mr. [redacted] is very strict about who they will accept lease returns from; however, we worked it out so that we will be taking care of the [redacted] lease return on Friday for him.George Harte Nissan strives to provide all our customers with a totally exceptional experience and we are very sorry that we missed that standard. We value Mr. [redacted]'s business and will be sure to expedite this lease return for him first thing Friday.Please feel free to contact me should you require additional information. Sincerely,[redacted]

Review: There is two problems that occurred.The first issue was the company failed to cover repairs under my warranty coverage. When I went back in for additional repairs on the exact same problem they had "fixed" in my prior visit, I had them take a look into the details of what was and wasn't supposed to be under warranty for the previous repair. It turns out that some of the parts that I had paid out of pocket were under warranty. I asked for a refund and was told that a portion would be refunded. I called on December 9th and was told that my check was being mailed; as they were waiting for me to call them back letting them know if I was getting a new car and wanted a refund. I was specifically told that it would be in the mail and I should have it shortly. I can give the service representatives name that told me this if necessary. Since December 9th, I have waited very patiently for the check in the mail. I called for an update because the refund check was taking an awfully long time considering I live around the corner. When I spoke to a service representative on December 30th, they were unaware of the status and are in the process of giving me an "update". I called again today, December 31st, and they were unable to provide a manger to speak to me personally after I made that request.Desired Settlement: I would like a refund check for $600.00 for the parts that were covered under warranty.

Business

Response:

George Harte Nissan is extremely sorry for the confusion in reimbursing Mr. [redacted] his money owed. The Holidays and vacation time caused Mr. [redacted] paperwork to be delayed. The check has been cut and placed in the mail this morning.

We strive to provide a totally exceptional customer experience and we are very, very sorry that we missed that standard with regards to Mr. [redacted].

Mr. [redacted] can feel free to reach out to me directly should he experience any further issues or have any additional concerns.

Thank you, [redacted]

Consumer

Response:

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

Sincerely,