Harte Nissan, Inc.

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
Sincerely,
*** ***

*** *** visited *** *** of *** on 2/10/stating his check engine light was on in his *** *** *** Our technician inspected the vehicle and found fault code *** stored. We cleared the faults and found that they returned after road testing the car. Upon further
inspection, technician found spark plug in cylinder #burnt out; causing misfire. We removed and replaced all spark plugs.Since *** ***’s vehicle has almost 135,miles, the dealership recommended that he perform the 120,mile maintenance service to preserve the proper running of his vehicle*** *** agreed to this recommended maintenance.On 2/14/*** *** *eturned stating that his vehicle cranks but it took him times to get it started. We could not duplicate his concerns and found his vehicle performing as designed. We noted that his vehicle had an aftermarket remote starter installed and his key was excessively worn; which could have been part of his issue as keys can lose their programming sometimes. *** *** declined a new key.All work performed on the *** *** *** was authorized prior to completion. It was explained that the maintenance services were recommended to keep this vehicle running in top condition. It is our understanding that *** *** vehicle is functioning as designed, that his check engine light has not returned, and that he has no further issues at this time. Should this not be the case, we are more than happy to look at his vehicle at no additional charge.Tell us why here

Complaint: ***
I am rejecting this response because: I already contacted the Nissan Corporation of North America and they were kind enough to treat me like a valued customer and they made the situation right by issuing me a check for the amount of the diagnosisI no longer wish to pursue this complaint with Harte Nissan, they have done nothing to accommodate me in this situation and I have nothing further to discuss with them
Sincerely,
*** ***

We fully disclosed to *** *** that we charge a $diagnostic fee when we diagnose concerns such as a check engine light The repair order was signed indicating that he understood a $fee would be charged and he was also informed verbally by our service advisor In addition, we
have our Diagnostic Fees clearly posted in the service drive for all our customers to see. We are more than happy to apply the $towards the repair of his Catalytic Converter should he wish to move forward with that repair. Thank you,Erin T***Director of Communications

Ms*** brought her Nissan Maxima into Harte Nissan in January At that time our diagnostics indicated that her vehicle had a faulty starter She declined the repair and was charged for the diag work performed In a gesture of good will and because we value Ms
***'s business, we will however, refund her that charge ($140.74)

Harte Nissan has gone above and beyond to assist Mr*** with the repair of his vehicle. Out of goodwill, we replaced his window motor and regulator at no charge. While we are sorry that he is having issues now with the window and door locks on the opposite side of the vehicle, our repairs did not include that area of his car. Unfortunately older cars with high mileage do tend to have some issues from time to time.
We are more than happy to work with Mr*** on fixing these additional repairs, but we cannot be responsible for the repair of his entire vehiclePlease contact me should you require additional informationSincerely,
*** ***

Harte Nissan provides special promotions to our customers from time to time These promotions are not part of a sales package and are updated on a monthly basisAt one point in time, Harte Nissan was offering a $oil change to all customers regardless of make That was later removed
from our ongoing specials and replaced by a Nissan model only promotion At no time was the $LOF a condition of a sale, and no where in writing is that made a permanent "lifetime" offer While we are certainly sorry that the current promotion is valid for Nissan models only, that is the offer currently running.With regards to warranty options** *** **dicated by signature in several places that she understood she would be responsible for a $deductible Warranty offerings are based on mileage and age of vehicle and this option was the only one applicable to *** *** vehicle purchase We are more than happy to cancel this warranty for *** *** should she decide that she no longer wants to keep it in place.While we are sorry that *** *** is experiencing issues with her vehicle, it does have over 100k miles on it and unfortunately higher mileage vehicles can experience issues from time to time We are working with her to find a suitable repair, but that does require diagnosis and she is responsible for the deducible as per her warranty agreement

We fully disclosed to *** *** that we charge a $diagnostic fee when we diagnose concerns such as a check engine light The repair order was signed indicating that he understood a $fee would be charged and he was also informed verbally by our service advisor In addition,
we have our Diagnostic Fees clearly posted in the service drive for all our customers to see.
We are more than happy to apply the $towards the repair of his Catalytic Converter should he wish to move forward with that repair
Thank you,Erin T***
Director of Communications

From: *** *** Sent: Thursday, October 19, 1:PMTo: ***Subject: [SPAM?] Respond to a Complaint Form **COMPANYNAME**Complaint ID#: ***Company Name: Harte NissanCompany Contact Name:
Erin T***Company Contact Phone: ***Company Contact Email: ***Consumer's Name: *** ***Revdex.com Staff Member (if you know): **No Response**Complaint Information: Please accept my apologies on the delayed nature of this response, I never received email notification of this issue*** *** purchased a vehicle from Harte Nissan in July At that time she also opted to purchase a 3rd party warrantyThis warranty is valid at any repair shop, not just Harte NissanThe dealership does charge a diagnostic fee when we are diagnosing issues with vehiclesShould concerns found be covered under warranty, the diagnostic fee would not have been *** ***'s responsibility** ***, however, never allowed Harte Nissan an opportunity to inspect, confirm or advise on the issues she was experiencing with her car; she opted instead to taker her vehicle to a different shop (which is of course her choice)That shop could also have submitted her repair to her warranty company for coverageHarte Nissan was never given an opportunity to inspect, confirm and/or advise on her complaints with her vehicleThe repairs that were performed on her vehicle mostly likely could have been covered under her existing warranty and should have been submitted by the repair facilityPlease contact me with questions or concerns

While we do not believe that the issue with Mr***'s vehicle is due to the repairs completed at Harte Nissan, we are always happy to recheck our workmanshipPlease have Mr*** reach out to *** ***, GM to schedule a time to have this completed
Thank you, ***

On 6/25/Ms*** brought her vehicle into Harte Nissan for an oil change and requested that we look at her air conditioning as it was not function correctly. At the time, we diagnosed that the A/C compressor clutch was failing and starting to leak. On 7/1/we replaced her
compressor and receiver dryer. Then on 7/13/Ms*** returned indicating that the A/C was not blowing cold; we could not duplicate her concerns at that timeOn 8/27/Ms*** returned stating that the A/C only works on the 4th setting (fan speed) and she heard a noise present. We diagnosed two separate noises: 1- the new compressor we installed had failed (it was replaced under warrantee) and 2-the blower motor shorted internally causing the second noise (she declined the blower motor repair). Ms*** didn’t return until 12/to get her compression replacedWhile we are sorry that Ms*** continues to have concerns regarding her vehicle, service issues are common in older, high mileage vehicles (Ms***’s vehicle has over 170k miles and is years old)We strive to provide all our customers with a truly exceptional experience and in that vein we are willing to assist Ms*** by either reimbursing her the entire $for labor OR splitting the cost of the blower motor she still needs repaired (providing 50% discount) purely as a gesture of good will

Complaint: ***
I am rejecting this response because: I tried to reach out to the service director yesterday and todayHe was not available to answer my calls and has not responded to my voice mail or email messages.
I also tried reaching out to the general manager as directed, but he also has not answered his phone and his voice mail box is not accepting new messages.
Sincerely,
*** ***

Complaint: ***
I am rejecting this response because:
Harte *** provided me with a vehicle after bringing my car there 2x for the same issueAnd they provided me with a vehicle after I was stuck on the highway and waited hours for their roadside assistance only to tell me that someone will be coming to change your flat to the spare and that someone would pick my vehicle up from my home the next day
I did not disagree with the police report because minimal damage was done in that hit and run accident and they hit the center of my bumper as stated by a witnessI attached the police report as wellThe police report never states where the damage occurred and the other party involved has a dark colored SUV and the paint scratches on my car are whiteThe damage on my car is on the left rearI informed Harte *** and spoke with *** the same day I picked my vehicle up from Harte ***I did not notice the damage until I arrived in WaterburyI called Harte *** and spoke with ***He asked me to send him pictures from my cellphone in which I didHe responded via text message with "Ok just talked to *** he's very sorry bring it tomorrow between 9-our body guy will be here at that time we will take care of itI called *** back and stated that I could not be there between those times because of workHe told me he would contact me backHe replied via text message with " Ok talked to *** he said bring it mondayIt's above my hands now he needs to inspect it and go from there." I have attached images of the cellphone text messages as well
I also did not fill out the survey after I spoke with ***It was completed on a Saturday and he must have not looked at it until Monday in which I already spoke with him and we setup a date to get my car repairedI never said I would never go back to Harte ***, I simply was being honest and did not give all 10s on the survey because of the dissatisfaction of having to go back to Harte *** multiple times for the same issue and every time I went there was a different reason why my tire was becoming flat
Sincerely,
*** ***

Complaint: ***
I am rejecting this response because: It does not resolve my problem, the response is trying to force me to do the $1,repair that the service advisor was trying to force me to do as wellI am very unhappy with this responseThe car would most likely not even be valued at $1,for trade in value and it is ridiculous to keep trying to have me make the repairThe price of the diagnosis was not clearly displayed where I could easily see it and the advisor did not clearly verbalize the price, otherwise I would have rejected it and not been shocked once my card was runI understand that Harte Nissan is a business, but I am a loyal customer of yearsI have had all my parts and services done at this location for the life of my carI have read reviews online about Harte Nissan and one of the responses to the negative reviews is "We strive to provide all of our customers with a truly exceptional experience." I have truly felt like a valued customer of the dealership until this incidentPlease help make this right, I would love to continue being a loyal and satisfied customer of Harte Nissan
Sincerely,
*** ***

Unfortunately Harte Nissan could not duplicate Mr***'s concerns when we returned to our dealershipWe strive to provide all our customers with a truly exceptional experience and we are very sorry that we did not meet that standard on his last visitWe are very interested in reviewing the
documentation he received from the other repair shop in hopes that we can resolve this issue to everyone's satisfactionWe have attempted to contact Mr*** numerous times, but have been unsuccessful reaching himPlease have Mr*** contact our General Manager, Damen P*** at Harte Nissan as soon as possible so that we can begin working towards a resolutionHe can be reached at ###-###-####
Sincerely,
Erin T***
Director of Communications
Harte Auto Group

In an attempt to assist [redacted] with a vehicle purchase, Harte Nissan submitted her financial application to 5 different banks.  Unfortunately the banks were not inclined to approve her loan so [redacted] provided us with a co-buyer.  That information was submitted to the...

banks in hopes that they would be able to approve her for this purchase.  Unfortunately Ms. [redacted] was declined with her co-buyer as well.  These inquiries resulted in one hard pull and a number of soft pulls of her credit.  Harte Nissan has every interest in selling [redacted] a vehicle and would never do anything to prevent that from happening.  We were certainly sorry that we could  not assist her in this purchase.To be clear, our business office personnel are the only people who have access to this private and confidential information.  They follow all legal protocol and utilize a fully compliant software system to track all credit inquiries.  Sales people have ZERO access/ability to see anything that transpires with credit decisions.  Harte Nissan does not have the ability to remove items on one's credit report either.[redacted]ollowed protocol to the tee with regards to [redacted] While we are sorry that there seems to be some confusion, Harte Nissan did not do anything wrong or with ill-intent. We are more than willing to sit with [redacted] to attempt to clear up this misunderstanding at her convenience.

[redacted]'s vehicle required in depth diagnostic work; work we completed after fully disclosing that we charge a fee for that service.  While we do value [redacted]'s business, we will need to stand by our initial response and our diagnostic fee.  Our technicians work diligently and need to be compensated for their time.  We have signs in the service drive that indicate our diag fee and [redacted] signed paperwork when he dropped his vehicle off that indicated he understood he would be responsible for that expense.

Complaint: [redacted]
I am rejecting this response because: the items discussed with the car for example the door lock and the passenger side window are linked to the driver side door panel that they just fixed. Either something wasn't put together completely or they blew a fuse. I just wanted it looked at because it was fine the day I brought it to them and never had an issue. I don't want everything to be fixed at their expense unless it was their mistake that caused the issue. I'm not trying to be a stickler or anything but like I said before I was going to settle this but the lack of respect for me because a complaint was placed against is turning this dispute to a bad situation. I just wanted them to check the window and the lock because they were working the day I brought it in. I know the car is older it has and always was well maintained and serviced at this dealer. I don't want to continue complaining about the same issue over and over again. I'm not trying to get over on anyone but something is definitely not right with this situation. I just would like them to look at the window and reassure me that everything was connected properly or a fuse wasn't blown or something. The driver side control panel does not allow me to lock or unlock my doors and does not let me roll down the passenger side window. If its something that was on there end I just want it squared away. If not I'll go and get it fixed. I'm sorry if this has caused some tension between us. I want to give them the benefit of the doubt but its kind of hard with situations like this.
Sincerely,[redacted]

Complaint: [redacted]
I am rejecting this response because: It's not just the window issue alone that caused this complaint. The window was the last straw that broke the camels back especially since there was very little effort to fix the issue they made worse than what it actually was in the first place. They told me the window had a problem while they were attending to the main reason the car was there and I understood that. But to leave the window down without even trying to get the window back up without damaging the glass any further caused the complaint to be sent. Especially since I had to drive to work in the cold with it down. I'm grateful and thankful for them attending to the window to the full extent with the motor and regulator at no additional cost. But when I went to pick up my car from the shop for the window issue, I noticed there were other issues that weren't there when I brought the car in. I noted it to the service advisor that there were issues now with my door locks and passenger front window. He then called his supervisor [redacted] and told him of the issue. [redacted] then said he would call me the following day to discuss the issue but never did. Two days passed without a call, so I then went to the shop to discuss the issue in person. [redacted] met with me and basically said they weren't aware of the issues. Also that they couldn't help me with those issues due to my complaint with corporate and Revdex.com. Now I have door locks and a passenger window that does not work now, when they were working perfectly fine before. So that is why I reject this response.
As far as the overall complaint being made, it was for the aggravation of having to bring the car back and forth for the same issue multiple times and having to pay more money every time for the issue that was said to be done/fixed. The issue with the car seems to finally be resolved with no issues yet. Finally after 4 months of haggling and a little over $9,000 later. I was willing to resolve the issue but now it seems that can't happen now.
Sincerely,[redacted]

Harte [redacted] did not damage Mr. [redacted]'s vehicle and has been clear with him regarding this point.  We told him that we would assist him with the repair of his bumper for the sake of customer satisfaction.  We reiterated to Mr. [redacted] at that time that the damage did not happen here.  When Mr. [redacted] indicated that he would not be satisfied with Harte [redacted], we decided to decline the goodwill assistance.