Gunn Nissan Ltd.

We always regret having any customer feel they were not treated well or not getting the service they deserve. We 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 items. Our responses in order of the received complaints are this:
1. 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 pay. So we installed foam blocks to minimize the rattle at no charge.
2. We are looking into the repair performed that would cause the center console to get scratched. If determined that we could have caused this we will be happy to repair it.
3. 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 leaks. We used the tools we have always used and could not detect any freon leaks. This can happen if the leak is small enough. His A/C was cooling well once we recharged it with freon and we did not charge him for any repair. He came in on Jun 3rd of this year with the same A/C concern as last year. We performed the same procedure only this time we could detect the leak in the rear A/C lines. We gave him the estimate as warranty does not cover the repair nor would it have covered it last year. He is welcome to get an estiamte elsewhere but we cannot repair this at no charge.
Sincerely,
[redacted]
Executive Manager
Gunn Nissan

The dispute process seems to be lengthy and cumbersome. It seems it would be easier for the customer if we wrote him  a check for the disputed amount and he can then cancel the dispute with his credit card company. I will have our Service Director contact the customer once he has the check in hand. We ask that the customer picks it up during business hours and cancels the dispute from our office in case the credit card company needs information from us.

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.

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 $285.00.  Therefore, it will take 90 days from the date of my dispute 11-05-15 to close the case and Gunn Nissan still has 90 days to respond to my bank.  The $285.00 Temporary credit will remain a temporary credit until Gunn Nissan credits me the initial $285 or after 3 months, if Gunn Nissan does not respond to the dispute.
 
 
 
 
 
Regards,
[redacted]

Thank you Mr. [redacted] for taking the time to communicate to us why you are disappointed with your service experiences here at Gunn Nissan. First and foremost, I would like to apologize for any misunderstanding you experienced in our Service Department that has led to your distrust in our...

Dealership. Above all else, providing truly exceptional customer service is our main goal and therefore we have every desire to address and clarify any misunderstandings you may have regarding your visits. We investigated your previous repair orders to confirm you have indeed paid $4,905.15, however, we did find the Dealership assisted you with covering the cost of rental costs amounting to $495.08 as well as several other repairs we covered. Based on internal conversations there was vital information that was not originally presented that would have assisted in a timelier repair along with a more extensive original repair estimate. This vital information included a prior accident along with another dealer’s involvement with the vehicle.   Along with the information mentioned, the presence of your attorney during your visit transfers this issue from our dealership personnel into a legal area. At this time Gunn Nissan has made honest efforts along with monetary investments in the total of $6,834.71 with the repair of your vehicle as noted below.

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 27 point inspection. Also when I called to complain and explain why I was upset it was never mentioned that the brake inspection was not included. All 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]

I have spoken with Mr [redacted] about his complaint. I thoroughly reviewed service records, time of purchase, warranty coverages and repair dates. Our decisions not to cover  the repair items mentioned are purely based on the fact that on any of his service visits  at Gunn Nissan did his warranty cover his concerns. Our attempt to repair at no charge were purely good will gestures. I have offered to inspect the damage he said we caused during a repair and will replace or repair  very willingly what ever it would take to correct  the damage once determined it was associated with the mentioned repair.

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

I completely understand the complaint. I 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 case. We 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 them. We were debited accordingly. We have since made contact with customer and let him know we are all squared on payment refund.

Tell us why here..We truly do appreciate all feedback on our customer's experience. We 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 fair. That said, I went into this investigation with the intention of discovering a breakdown in our Express Service processes. Here are the discoveries.1. We do not pull tires on an Express oil change to inspect for brake wear unless a tire rotation is due or requested. This 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 service. in 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 items. Most models do not allow for accurate brake inspections without removing the wheel. In cases that there is no brake inspection performed,  that section of the Multi Point Inspection is left blank by the technician. A copy of this is given to the customer for review. 3.We don't understand the request for reimbursement. If 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. 4. 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 worn. A lot of repair facilities will sell services not necessarily due. 5. Our opportunity exists in improving our communication with new customers. We 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.