H & H Continental Motors, Inc.

Initial Business Response /* (1000, 5, 2015/07/28) */
Contact Name and Title: *** *** GM
Contact Phone: XXX XXX XXXX
Contact Email: ***@continentalnissan.com
Continental Nissan was able to produce the accident report from the entry on the CarFax reportIt noted a parking lot
incident and not a traffic accident had occurredPlease note that at the time of sale our AutoCheck report did not show an accident of any kind, so we did not hide this information from Ms ***Ms *** has this information now and understands that this incident was not what was thought to be a major accidentWe have had a good line of communication and transparency with Ms *** regarding her complaint and we feel that we have come to a mutual understanding regarding this matterMs *** knows we will be here for her and in good faith we did some maintenance repairs (brakes) for her at our expenseWe feel this matter is closed at this time

Please hold off on this until I have had a chance to speak with them again, I received a call from them this morning and am suppose to meet with them tomorrow to discuss Thank you and I will keep you updated once I find out what there intentions are

From: [redacted] [mailto:[redacted][email protected]] Sent: Thursday, September 14, 2017 5:43 PM To: Customer Relations <[email protected]> Subject: H & H Continental Motors, Inc -Case number [redacted]   Customer purchased a vehicle and was charged $120 for...

License/Title fees. I spoke with customer and informed him that the $120 was for the following: $95 Title fee ( to put title in the customer’s name) and $25 for the transfer of the plates. Customer didn’t inform us that the plates were only in her husband’s name. The wife and son purchased the vehicle and put his plates on this vehicle and the system allowed the transfer to process without any issues. I explained if the plates were in the husband’s name there were other fees and the $120 was used for other services but still insisted that should be used towards these additional fees to move plates from one owner to another. I asked if the customer was comfortable with completing the steps to resolve the issue, the husband agreed. These plates were [redacted] plates and apparently, they are attached to them. We are refunding the $120 as a courtesy to the customer. The customer seemed satisfied.     Sincerely,   [redacted]   Customer Service Manager Continental [redacted] and Continental [redacted] 708-[redacted]-[redacted] ([redacted]) and 708-[redacted]-[redacted] ([redacted])

This letter is in response to the complaint we received Jan 2,2016 from the Revdex.com and customer [redacted]. We will be replacing the front differential less the $100.00 deductible for the customer.   I would like to note that this was not the result of a misdiagnosis on our part as we were...

following the direction of a claims adjustor from a 3rd party warranty company. We followed proper procedures and protocol on this and previous repair attempts. This vehicle was not purchased from us nor was the warranty which gave us very little leverage with the warranty company ([redacted]),which we feel should have been named in this complaint. In the interest of customer satisfaction, we as an organization will do the right thing to expedite the repair and get the customers vehicle back to them. Our service manager is preparing a statement (timeline) of events that we will forward within the next couple of days to support our claim. We consider this action on our part a fair resolution and will close this complaint. If you have any further questions please direct them to me at the email address below.   Sincerely,   [redacted] J. [redacted] General Manager m[redacted]@continental[redacted].com DIRECT LINE ([redacted]

Contact Name and Title: Michael [redacted] GM
Contact Phone: 708 352 9200
Contact Email: m[redacted]@continentalnissan.com
Mr [redacted] compliant on behalf of Mr. [redacted]l is not accurate based on the documentation we have on file.
The initial service writeup includes four line items as...

follows:
Line A. Perform recall repairs on fuel meter-NO CHARGE
Line B. Customer states check engine light is on and car seems to be misfiring when decelerating,happens more when sitting at idle and when vehicle is warmed up. estimate=150.00
Line C. Customer states when turning steering wheel there is a growling noise heard and it is hard to turn the steering wheel. estimate=150.00
Line D. Multipoint inspection= NO CHARGE
These inspection charges were fully disclosed and totaled $300.00 for diagnosing EACH line item (2). I will note these charges were signed for by Mr [redacted]l at the time of writeup.
Mr [redacted]l approved the work to be completed on line B and the work was performed. Line C was diagnosed and work was recommended, but was declined. The inspection charge of $150.00 was actually lowered to $130.00 when the final bill was produced.
We are not trying to get "away" with anything as insinuated in the compliant, but merely charging a fair posted shop labor rate for services provided. In reviewing this compliant it is ultimately our responsibility to make sure any and all amounts are clearly explained to all customers. Based on our business principles and belief in customer service we will refund Mr [redacted]l the $130.00 inspection fee for Line C.
Sincerely,
Michael J. [redacted]
General Manager
Continental Nissan
708 352-9200