Gunn Nissan Ltd.

Complaint: [redacted] I am rejecting this response because: I just got off of the phone with my bank [redacted] They have provided me with a TEMPORARY Credit of $285.00, pending a resolution to the dispute I have spoken with Gunn Nissan Mgmt They did advise me that they were not going to dispute my complaint against them However, they have not contacted my bank to advise them that they are not going to dispute my complaint against them and they have NOT refunded me the $ Therefore, it will take days from the date of my dispute 11-05-to close the case and Gunn Nissan still has days to respond to my bank The $Temporary credit will remain a temporary credit until Gunn Nissan credits me the initial $or after months, if Gunn Nissan does not respond to the dispute Regards, [redacted]

I feel we have provided every piece of documentation to disprove every allegation in the registered complaintsWe are one of the most reputable award winning Dealers in Texas with a proven track record for honest, integrity and customer serviceIt is unfortunate that Mr [redacted] cannot understand the process of purchasing and registering a new vehicleWe cannot help him any further

I completely understand the complaintI met with our Service Team and we all agreed that though we were following standard protocol for warranty repair, we should help the customer in this caseWe discovered during our attempt to reimburse the customer, he had already disputed the credit card charges with his credit card company and was refunded from themWe were debited accordinglyWe have since made contact with customer and let him know we are all squared on payment refund

We always regret having any customer feel they were not treated well or not getting the service they deserveWe really try to base our decisions on facts when it comes to warranty as the warranty companies hold us to the highest integrity when approving or suggesting repairs and the fact is the warranyty isnt covering said itemsOur responses in order of the received complaints are this: The rear window bumbers can only be replaced with the purchase of the entire rear glass that warranty will not cover nor is the customer willing to paySo we installed foam blocks to minimize the rattle at no charge We are looking into the repair performed that would cause the center console to get scratchedIf determined that we could have caused this we will be happy to repair it On Mr [redacted] original A/C concern last year, we evacuated the A/C system and refilled to factory specs to determine if there were any leaksWe used the tools we have always used and could not detect any freon leaksThis can happen if the leak is small enoughHis A/C was cooling well once we recharged it with freon and we did not charge him for any repairHe came in on Jun 3rd of this year with the same A/C concern as last yearWe performed the same procedure only this time we could detect the leak in the rear A/C linesWe gave him the estimate as warranty does not cover the repair nor would it have covered it last yearHe is welcome to get an estiamte elsewhere but we cannot repair this at no charge Sincerely, [redacted] Executive Manager Gunn Nissan

Complaint: [redacted] I am rejecting this response because:it was not told to me during the check out process that the brake inspection while on the inspection sheet, is not included in the point inspectionAlso when I called to complain and explain why I was upset it was never mentioned that the brake inspection was not includedAll of a sudden since I've gone to Revdex.com with proof they were negligent and purposely at that, they are saying "brake inspections are not included during express oil changes!" Why have it on the inspection sheet and why not indicate or explain that it wasn't suppose to be done?? Regards, [redacted] ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Regards,
*** ***

Complaint: ***
I am rejecting this response because:
Will await Gunn Nissan's review of all service workTo include all inputs made on initial Complaint
Regards,
*** ***

Complaint: ***
I am rejecting this response because: I just got off of the phone with my bank. ***. They have provided me with a TEMPORARY Credit of $285.00, pending a resolution to the dispute. I have spoken with Gunn Nissan Mgmt. They did advise me that they were not going to dispute my complaint against them. However, they have not contacted my bank to advise them that they are not going to dispute my complaint against them and they have NOT refunded me the $285.00. Therefore, it will take days from the date of my dispute 11-05-to close the case and Gunn Nissan still has days to respond to my bank. The $Temporary credit will remain a temporary credit until Gunn Nissan credits me the initial $or after months, if Gunn Nissan does not respond to the dispute.
Regards,
*** ***

Complaint: ***
I am rejecting this response because: I have never received any offer up to this point
Regards,
*** ***

Complaint: ***
I am rejecting this response because:
This is incorrect information in their part of Gunn Nissan, I had to contact the Texas Department of Motor vehicle so this Texas agency would force Gunn Nissan to release my sticker, meaning my window sticker, without this sticker I could not drive my truck, they sent them just recently, yes they sent the cost of the plates of what they charged me, and not what the DMV Disabled Veteran plate actual costAs I stated before, this is deceptive Business if there is ever oneThey stole my rebate, and trade-in, with deceptive pricing
Regards,
*** ***

I completely understand the complaintI met with our Service Team and we all agreed that though we were following standard protocol for warranty repair, we should help the customer in this caseWe discovered during our attempt to reimburse the customer, he had already disputed the credit card
charges with his credit card company and was refunded from themWe were debited accordinglyWe have since made contact with customer and let him know we are all squared on payment refund

We are pulling the service history on this vehicle and will respond with options next week

Date Sent: 6/24/4:35:PMComplaint: ***I am rejecting this response because: 1) The Rear Windowswas 1st taking to Gunn Nissan on Nov@ 26,miles, if the *** required new glass why wasn’t it installed onthat date????? The *** was under FULLY FACTORY WARRANTY why did I have to bringit back more times only to get foam tape for the repair??? And if under fullyfactory warranty ////Why did your service team try to back charge the repair toMaster Tech? Keep in mind that it was never fixed The FOAM IS FALLING OFF.??????? Replacing theWindows or the correct fix will be accepted. 2) On the same date listed above the Tech replace the GearShifter and On-board Display system, instead of using the correct OEM Toolhe/she used a flat head screw driver causing damage to my front cover thisneeds to be replaced with a new OEM CoverReplacing the cover to a NEW OEMcover will be accepted. 3) On the AC, any Master Tech knows the a AC system isClosed and if low on Freon a LEAK is Present that’s why MY AC was Blowing HOTand is still blowing HOT, Gunn Nissan and your Tech took on the repair why Ihave no idea, if not under warranty you should have told me and I would havetaking it for repairBut by YOUR TECH and Gunn Nissan taking on the REPAIRTHIS MAKES YOU 100% Responsible for the repair, as for the leak is stillpresent I have no idea what kind of damage is done to the systemAnd at nopoint in time did I pay off someone and or request for compensation for my ***as suggested by your Service Team 4) This complaint is and has nothing to do with be treatedunfair, this complaint is based upon the wrong repair being done to my ***My*** should follow Nissan Standards espsince it was under fully warranty whenthe repairs took place to line item #& 2. Regards,*** ***

Tell us why here..We truly do appreciate all feedback on our customer's experienceWe have built a Nationally ranked top performing Sales and Service team in Customer Satisfaction year over year by listening to our customers and modifying our processes and behaviors to do what is
right and fairThat said, I went into this investigation with the intention of discovering a breakdown in our Express Service processesHere are the discoveriesWe do not pull tires on an Express oil change to inspect for brake wear unless a tire rotation is due or requestedThis customer has never been in to our dealership, his mileage is not consistent with the time brakes would be worn and there were no requests or concerns mentioned at time of servicein order to keep the Express lane operating at a speed customers will accept, we cannot pull wheels and tires on every vehicle.2.We do perform a Multi point inspection on every vehicle on all visual wear and tear itemsMost models do not allow for accurate brake inspections without removing the wheelIn cases that there is no brake inspection performed, that section of the Multi Point Inspection is left blank by the technicianA copy of this is given to the customer for review3.We don't understand the request for reimbursementIf what the customer states is accurate and the brakes were worn at the time of service here, he would have had to pay for them at that time costing him approximately the same. The miles at time of service (23,805) are not consistent with brake replacement except in extreme driving conditions(Trailering, Hill Country driving, performance driving, etc..) To further assist us in gathering all the information to make an accurate assessment, we will need to see a detailed receipt with mechanics notes and the pads that we said to be wornA lot of repair facilities will sell services not necessarily dueOur opportunity exists in improving our communication with new customersWe should have informed him of our inspection process and asked specifically if he would like us to take a little more time and remove the wheels for the brake inspection

I am sorry we can't seem to explain the charges to Mr. [redacted] to his satisfaction. I have attached the documents that will show the charges for his plates. He was not over charged. The tax office charges for his DV plates matched the amounts we charged him. We actually under charged him by...

$7.50.  I included a copy of the envelope with his plate and registration which includes the sticker on the same page plus the UPS label showing when it was sent and received. I am not responded to his allegations of us keeping his rebate and trade in allowance. We covered that in his last complaint.

Complaint: [redacted]
I am rejecting this response because: I would like to know what they have helped me with? As everything else, they say this and that but yet say nothing. I see they praise themselves for high standards regarding their dealings with the public, How many people are aware of the false trade practices and utter disregard for trade laws, in price changes, false statements, and utter false advertisement. deceiving the public. I would like also them to  note;  I understand perfectly well of what they do to those who seek transportation, dishonesty is not honest, and awards for cheating the public is only seen as padding them selves in the back for deceiving the public. 
Regards,
[redacted]

Tell us why here...I am very sorry to hear that the customer is still experiencing mechanical issues with their Quest. I spent a great deal of time researching the repair history to determine how we could have eliminated some of these issues. From the original " No Start" repair, our...

recommendations have been consistent to get the vehicle in proper running condition. With the customer taking the vehicle to a third party for multiple repairs during this time to include timing chain replacement and trans flush, we in no way can guarantee or make proper suggestions on work we  did not perform.  In an attempt to resolve some of the customers complaints we found multiple errors in the repair they had done on the timing chain replacement to include a loose drive belt tensioner, did not replace a faulty intake valve timing control solenoid, and multiple leaks. All were a result from repairs they had done elsewhere. The customer accused us of causing the leaks so we cleaned the areas in question and added a dye to the oil to help identify the source of the leak. It was easily determined the leaks were coming from Timing chain cover and lower oil pan. Both of which were removed to install the timing chain. We called the customer to come in to verify the leaks and he refused the offer. In reference to the cooling fan repair, there was a screw driver was found by our technician and obviously had been there from the timing chain repair. In an attempt to help these customers out of a bad situation we offered to repair the cooling fans at no charge as they have spent money here on prior repairs. (Goodwill). Our last repair on their vehicle required no use of a screwdriver. We have made enough attempts to help them get the vehicle in better running condition but we cannot accept responsibility for repairs they are having done outside of Gunn Nissan.

[redacted] has a valid complaint. We are experiencing a lot of growth in our Express business and are diligently working on staffing and processes to better facilitate our commitments to our customers. We will consult with Nissan North America on altering the message on our website until we can...

better streamline the process. This in no way is an excuse but rather an explanation and an apology for inconveniencing [redacted]. In the mean time we will contact [redacted] to be sure he gets his complimentary oil service.
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because:
 
1) The Rear  Windows
was 1st  taking to Gunn Nissan on 29 Nov
12 @ 26,165 miles, if the [redacted] required new glass why wasn’t it installed on
that date????? The [redacted] was under FULLY FACTORY WARRANTY why did I have to bring
it back 2 more times only to get foam tape for the repair??? And if under fully
factory warranty ////Why did your service team try to back charge the repair to
Master Tech? Keep in mind that it was never fixed.  The FOAM IS FALLING OFF.??????? Replacing the
Windows or the correct fix will be accepted. 
 
2) On the same date listed above the Tech replace the Gear
Shifter and On-board Display system, instead of using the correct OEM Tool
he/she used a flat head screw driver causing damage to my front cover this
needs to be replaced with a new OEM Cover. Replacing the cover to a NEW OEM
cover will be accepted.
 
3) On the AC, any Master Tech knows the a AC system is
Closed and if low on Freon a LEAK is Present that’s why MY AC was Blowing HOT
and is still blowing HOT, Gunn Nissan and your Tech took on the repair why I
have no idea, if not under warranty you should have told me and I would have
taking it for repair. But by YOUR TECH and Gunn Nissan taking on the REPAIR
THIS MAKES YOU 100% Responsible for the repair, as for the leak is still
present I have no idea what kind of damage is done to the system. And at no
point in time did I pay off someone and or request for compensation for my [redacted]
as suggested by your Service Team
 
4) This complaint is and has nothing to do with be treated
unfair, this complaint is based upon the wrong repair being done to my [redacted]. My
[redacted] should follow Nissan Standards esp. since it was under fully warranty when
the repairs took place to line item #1 & 2.
 
Regards,
 
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
  My work phone is [redacted] and my work email address is [redacted].  I can pick up the check from the Gunn Nissan Office and call my bank to cancel the dispute against Gunn Nissan from the Nissan Office. 
Regards,
[redacted]