Hawaii Nissan Inc

Hi, We went to Nassan and ask about the Nissan ***I have already told them the reason I came to Nissan was because I saw the ads post on Nissan websiteI don't know anything but I saw the price on the Internet is reasonable for me so I wanted to know more information about the Nissan *** especially how does the charger worksFor the whole conversation on that day, they never mention anything about the charger that I got takes hours for fully chargedThe only charging time that I heard from them is 5-hours for fully charged and there is a fast charger that takes only 20-mins to charge my car from to 50-75%I live far from town and I have to go work very early in the morningUsually I came home after at night which means I don't even have hours to spent at homeI thought my charging time is only six hours maximum which is not a problem for me to get fully charged before I go out everydayThat charging time meets my needs so I bought that carThe first few days after I bought the car, I didn't charge at all and drive my car battery down to 13% since I thought it only takes me hours to get fully chargedAfter I charged hours and I found out the battery is only goes to 67%I texted the salesperson, Garvin and finally I know the whole charging process takes hours, which I thought they misled me to buy the car

Complaint: ***
I am rejecting this response because:
Sincerely,
Hoi Na Ng
I do not accept this response because they are not telling all the truthBefore I purchase the car, the only thing that I heard is hours for the charger and minutes to 75% of the fast chargerWe never hear anything about the HOURSThey were trying to misled us before we sign the paperWhen I signed the disclosure, I signed based on what they said which is the hoursAlso when they told to me to sign the papers, most of the light was not on and it was kind of darkHow can I read all the paper without all the lights on? That environment is just pushing people finish everything ASAP and go home without any questions
I am so disappointed about the customer services of NissanThis is the fifth car that my husband bought in these few years and we have three cars right nowWe went to more than five dealerships and we never encounter this kind of problem with themEven Bobby said he doesn't have further assistance, it doesn't mean that he can just hung up on us and turned off the phoneThis is so RUDE to a customer

I am writing in response to the complaint submitted to your office by *** ** ** Thank you for allowing us the opportunity to present our understanding of our interaction with the customer as well as submit documentation to support our explanation.Ms** stated that *** *** Nissan did not
explain the charging procedures and charging time for the Nissan *** We contend that our salesperson, Gavin, explained the three means of charging the *** and the various charging times based on the means of charging prior to her purchasing the vehicle.The means of charging and the various charging times are items also covered in the *** customer disclosure form from *** *** *** This disclosure form was reviewed with Ms** and she signed this disclosure form, before taking delivery of her vehicle, stating that she understood the items covered in this form I have attached a copy of this disclosure form for your review She also has a copy.Ms**, days after her purchase, contacted *** *** Nissan demanding that we provide her with the charger unit at no charge Our assistant manager, Bobby, explained to Ms** that we could not accommodate her request for a free charger but tried to assist her by suggesting alternative ways that she may be able to acquire a charger at less of an expense to her These alternative suggestions did not include the offering of a used charger Ms** did not accept Bobby’s explanation and continued to insist that *** *** Nissan provide her with a free charger, at which time, it was determined that no further assistance could be provided to her.We submit that the information that Ms** claims we did not provide her was, in fact, provided to her and support our claim with written documentation that she signed We do not feel that there was any wrongdoing on the part of *** *** Nissan regarding MsNg’s transaction and do not feel that her request for the free charger is justified

Complaint: ***
I am rejecting this response because: The $11,price for the *** S that was advertised online linked me directly to Nissan dealers on OahuNew City Nissan's Brad C*** was the first to respond to my inquiry via phoneIn our discussion, he clearly stated that New City Nissan would honor the $11,advertised price as a web specialThe ads that I saw for this special clearly indicated manual transmission or automatic transmissionI asked Brad about this, and he confirmed itWe set up an appointment for the next morningWhen I showed up, he wasn't thereInstead, salesman Cory A*** showed me a carAll of this is detailed in my original complaintI would never have gone to New City Nissan if they had told me, up front, that they weren't going to honor the advertised sale priceThese were national ads that were presented on the web and nowhere did they say that the price did not apply to Hawaii (or any other location)Also, as I stated earlier, Brad clearly stated that the price applied at New City NissanEven the sales brochure in the New City Nissan showroom confirms that the *** S comes with standard or automatic transmissionThe keyword is "or" and it means one or the otherPlease see the attached photo of the online ad
Sincerely,
*** ***

New City Nissan installed the quick charger system as a convenience for New City Nissan customers It was unexpected that, due to our location, the quick charger unit has experienced an extremely high volume of use by customers from other dealerships and manufacturers as well
Unfortunately, the unexpected high usage and occasional mis-use, has caused the dealership to repair the quick charge unit on numerous occasions.Because this quick charge unit is new technology and highly sensitive, parts and service for this unit comes from the mainland This makes the repair process lengthy We are again in the process (and have been in the process) of repairing the unit

We would like to clarify some of the details of Mr***’s
account of his visit to New City ***.
New City *** did nothing wrong and does not feel that this situation
warrants a reimbursement
On January 29, 2016, Mr*** brought his ***
*** *** into New
City *** to have maintenance services
performed. All services performed on his
vehicle were at the request of Mr***.
He requested that a 105,maintenance service package be performed on
the vehicle but opted not to have the oil and filter changed, which is part of
that package. Mr*** also requested
that the spark plugs be changed. After
doing an inspection of the vehicle, the service advisor, Ralon, wrote a price
quote for the 105,mile service package at $less the cost of the oil
and filter change and a price quote for the spark plugs change at $580. Mr*** agreed to have the work performed
and signed the estimate
After the work was performed, Ralon presented a bill to Mr
*** showing that the spark plug change was actually less than the $quoted
price. Mr*** was actually charged
$for that service. It was then that Mr
*** expressed to Ralon that he thought that the spark plugs change was
$100. We do not understand how Mr***
came up with that amount. As the work
was already completed, Ralon could only point out to Mr*** that he had
agreed to the price quote of $with his signature
Simply put, New City *** does not engage in the
inappropriate business practices that Mr*** is suggesting. Ralon is an advisor with over years of
experience and has an impeccable record of customer service. As we have stated, Mr*** requested that
the spark plugs be changed and this service was not performed as a
recommendation by the service advisor as claimed by Mr*** in his complaint
to your office. Furthermore, we do not
understand how Mr*** arrived at $as the amount he feels entitled to
based on this alleged misunderstanding.
Again, we firmly believe that New City *** did not do anything wrong
and will have to decline to agree to the requested settlement in that amount

As stated, Mr*** visited the New City Nissan service department on February 23rd to diagnose the issue of a noise coming from the engine. Mr***’s vehicle was inspected by one of New City Nissan’s ASE Master Technicians. The documentation of his findings is as follow:
“Checked and verified there is a whining type noise coming from engine when drivingFound noise to come out even when at a stop and revving engine to above rpmInspected engine drive pulleys for obvious physical defect, noneNoticed drive belt is starting to crack (not the cause of noise)Probed engine with stethoscope and found noise is loudest at alternator, especially at alternator bodyDetermined alternator internal failureRecommend replacing alternator and drive belt.” Mr*** was given an estimate for the repair based on the Master Technician’s findings. Mr*** declined to have the repair performed at our facility by the Master Technician and opted to have the repair performed at Goodyear. Apparently, the work performed at Goodyear did not remedy the issue that concerned Mr***. Goodyear then offered their opinion of the vehicle’s issue with a different diagnosisBecause the repair work seemingly did not resolve the issue, it is unfortunate that Mr*** had the repair performed at Goodyear. Had Mr*** had the work performed at New City Nissan, it would be our duty to take full responsibility for the repairs performed We would also have various options at our disposal to further assist him because we would be able to verify the parts used and that the initial repair was performed correctly. This would then point to the conclusion that the vehicle’s issue was indeed mis-diagnosed. We would then have the ability to offset some of the costs of the initial repair, dive deeper and move toward another remedy with minimal additional costs to Mr***As it stands, Mr***’s complaint to your office is completely established on the assumptions that Goodyear performed the work correctly, completely and that their diagnosis should supersede our diagnosis as the correct oneIn conclusion, we can only accept responsibility for the work that was performed by New City Nissan. Out of goodwill, we already reimbursed Mr*** the amount that he paid for our work on the diagnosis. This reimbursement was made prior to his filing of this complaint with the Revdex.com. As we also explained to Mr*** then, we believe that it is unreasonable for him to ask that New City Nissan pay $for work that he chose to have done elsewhere and we will have to remain steadfast in declining his request for us to do so

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]

As an update and to clarify the situation, Nissan North America’s technical specialists have been and are still trying to figure out why the quick charge unit produces error messages when trying to communicate with a [redacted].  As of now, they are trying to diagnose if the problem is from the electrical wiring, a hardware issue or if the unit is outright defective.  They are also trying to determine if this issue could have been caused by a non-Nissan being hooked up to this unit in the past.  Nissan oversaw the installation of the unit and has the lead in trying to resolve this issue.We want to see this unit fixed also and have been working with the necessary parties to do so.  While the quick charge unit’s breakdown is inconvenient, Mr. [redacted]’s purchase of a [redacted] with the quick charge package still gives him the opportunity to have the quick charge capability to him when or where he should he need it.  Our quick charge unit, when operational, is made available to Mr. [redacted] for his convenience and not as a legal right that he received as part of the purchase because his vehicle had the quick charge option.Again, we are working with the technical team from Nissan North America to try and get this resolved.  This includes the electricians who ran the wiring, the electricians who installed the unit and the technical support people who work for the quick charge unit’s manufacturer.  We do not believe that New City Nissan has ever acted in bad faith in regards to Mr. [redacted] and, as we continue to work toward a remedy for the malfunctioning quick charger, do not believe we are operating out of the standards of the Revdex.com.

[redacted] and [redacted] ([redacted]) [redacted] purchased a 2015 Nissan [redacted] in March of 2015.  At the time, they purchased a protection package that included two items -  [redacted] Paint Protection and a [redacted] Select Rust Protection.   In her complaint to your office, Ms. [redacted] alleges three issues with their transaction with [redacted] Nissan – the lack of explanation of her [redacted] coverage at the time of purchase, her dissatisfaction with how [redacted] remedied her claim and her purchase of “all weather” floor mats that did not include a cargo mat.  We would like to provide explanation and documentation that refutes Ms. [redacted]’s claim that [redacted] Nissan misrepresents the products that she purchased.  We would also like to clarify Ms. [redacted]’s claim with [redacted]. Ms. [redacted]’s complaint first claims that the [redacted] coverage and claims processing was mispresented to them.  We can contend that the [redacted] coverage, its limitations and claim processes were made clear to them at the time of their purchase.  Please see the attached documentation of the [redacted] agreement with their signatures.  The [redacted]’s were presented with copies of this documentation that clearly outlines the conditions of their [redacted] warranty.  The terms and conditions, in writing, clearly shows the items that are covered by the warranty, the items that are not covered by the warranty and the procedures to submit a claim.  I believe that this written documentation would support that the [redacted] product was not mis-represented by [redacted] Nissan. Secondly, Ms. [redacted]’s complaint states that she contacted [redacted] to address the dent on her vehicle and that she was not satisfied with the information that she received from them.  Apparently, the information that she received from [redacted] led her to believe that [redacted] will not address her damage and that it only covers rain erosion.  We contacted [redacted] to find out information on their claim.  We spoke with [redacted] claims representative, Dannia E[redacted] who informed us that the [redacted] claim (claim #693) is still ongoing.  Their records indicate that they have been in contact with [redacted].  They said that they have a single picture of the damage on file from him.  They also stated that they were waiting for Mr. [redacted] to contact them to schedule a time that a technician can meet with him to assess the damage on the vehicle.  This information would support that [redacted] is currently working with Mr. [redacted] to try and assist with the damage.    Thirdly, Ms. [redacted] stated that she purchased a full set of “all weather” floor mats when she purchased the vehicle.  Our records show that Ms. [redacted] purchased the mats from our parts department a week after purchasing the vehicle.  The “all weather” mats that she purchased only comes in a set of four mats which includes the front mats and the back seat mats.  This set does not come with a cargo mat.  I have attached the Nissan accessories display page for reference to what is included in the “all weather” mat set.  If Ms. [redacted] was not happy with the fact that the “all weather” mat set did not come with a cargo mat, our parts department would have been happy to let her return the set at the time of her purchase (when she noticed that the mat set did not include the cargo mat as she expected).  Furthermore, Nissan DOES NOT even make an “all weather” cargo mat for the [redacted] that can be purchased separately. We believe that our documentation refutes all claims made by Ms. [redacted] in her complaint to your office.  Firstly, we provided them, in writing, the coverage of their [redacted] warranty which included coverage, limitations and claim information.  Secondly, though Ms. [redacted] claims that [redacted] is only providing her with “clay bar” service for her damage, our communication with [redacted] shows that they are still in process with Mr. [redacted] to arrange a time to better assess the damage on the vehicle AND further assist him.  Thirdly, Ms. [redacted] is asking for an “all weather” cargo mat that wasn’t part of the mat set that she bought in March 2015 because the set that she purchased doesn’t come with an “all weather” cargo mat and is actually an accessory that doesn’t even exist.  In conclusion, we do not believe that her request for reimbursement and compensation is warranted.

Mr. [redacted]’s situation stems from mis-understandings of the information that he was looking at.  In order to explain Mr. [redacted]’s situation, it is important to first clarify a detail in Mr. [redacted]’s complaint.   Mr. [redacted] utilizes the terms “advertised” and the...

“Sale Price” of $11,990 in his complaint.  It is important to note that this “Sale Price” that he is referring to is NOT a price that is being advertised by New City Nissan.  The amount that he is referring to as a “sale price” is actually a posted base MSRP price that is published on various websites based on information supplied by [redacted] to those websites.  Based on the inquiry information that Mr. [redacted] sent to New City Nissan, it appears that he was referencing [redacted] for this information.  The screenshot of the [redacted] website clearly shows that the base MSRP of $11,990 is for a manual transmission [redacted] S (screenshot: [redacted] 1). Again, the “advertisement” or “advertising” that he is referring to is a third party website and not a New City Nissan website. These details were explained to him on his June 5th visit and purchase date. Ultimately, Mr. [redacted] ended up purchasing the least expensive [redacted] that met his needs of being an automatic model with air conditioning.  Using the same [redacted] information that is used by the [redacted] website that Mr. [redacted] used as his previous reference, it can be established that the least expensive automatic transmission [redacted] S has a base MSRP of $13,540 ($1,550 more than the manual transmission model).  This is shown in a screenshot of the website (nissanusa 2).  In this screenshot, you will also see that the added floor mats and the destination fee from Nissan brings the total MSRP to $14,555.   As an additional reference, please see the attached invoice for the Nissan [redacted] that Mr. [redacted] purchased (Nissan invoice [redacted]).  You will see that the MSRP is $14,555 which directly matches the information stated on the Nissanusa site (nissanusa 2).  You can also see on the invoice that the cost of this vehicle is $14,325.  Mr. [redacted]’s contract states that he purchased this vehicle for $14,289.03 which is below the invoice cost of the vehicle.  To summarize Mr. [redacted]’s transaction, he purchased the least expensive, automatic transmission [redacted] for a price below the actual invoice price.  In addition, Mr. [redacted] elected to add the accessory of a spoiler to his purchase.  Mr. [redacted] is now stating that he would have considered purchasing an ** model [redacted].  An entry model [redacted] has a base MSRP of $14,040 or a total MSRP of $15,055.  Being that Mr. [redacted] initially visited New City Nissan with the mis-understanding that a [redacted] with an $11,990 MSRP could be an automatic model, we had no intention of steering him to purchase a [redacted] that had an MSRP of over $15,000. Based on the written information that we have, we do not believe that there was any wrongdoing on New City Nissan’s part.  All of the details that Mr. [redacted] is citing was or could have been discussed prior to him entering a purchase agreement.  We do not feel that agreeing to his proposed settlement is warranted at this time.

Complaint: [redacted]
I am rejecting this response because:I already understand what the problem was. The response only reiterated the issues. My issue with the 'service' provided was that after convincing me the parts would fix the transmission but didn't then told me to just throw more money at the company to fix the problem, but I don't believe that they would fix it . I tried to contact the management on multiple occasions to complain but all the times I called, there was always no manager available to talk to. I want a refund of services provided becausr of all the work done, my car is in a worse state.
Sincerely,
[redacted]

Re:       #[redacted]Dear Mr. [redacted],I am respondingto a complaint  thatwas filed with your office by [redacted].  After researching the incidentin question, I feel that there are some important factsthat should be mentioned to better clarifythe...

situation with Mr. [redacted]'s vehicle's  repair.  I believethat Mr. [redacted] has already been offereda very fair resolution that would ultimately address his desireto have his vehicle's problem fixed.Mr. [redacted] brought his [redacted] (mileageat 111,101) into our servicedepartment because his vehicle wasjerking forward betweenfirst and secondgear after warmingup.  Afterchecking the [redacted] database, our service department found a servicebulletin (see exhibitA) that could have been a potentialfix to Mr. [redacted]'s problems with his transmission. Mr. [redacted] was contactedand informed of the cost of the fix.  He approvedthe cost of the service,which came out to $870.44and the cost to resolvea brake issue, which came out to $319.45 (total ofboth  repairs came to $1268.14.  Exhibit B).  Uponhis approval, the parts were ordered with [redacted] and the servicewas performed upon the parts'arrival.  Uponcompletion of the service, Mr. [redacted] pickedup his vehicle only to find that the servicedid not remedy the problem.  Afterfurther consultation  with [redacted] technical experts, it was determined  that, since the recommended service did not work, the next remedy would be to replace the transmission.The cost of the transmission  replacement  is estimatedto be $4000.  Out of good will, we are willing to creditthe$870.44 that Mr. [redacted] paid for the initialtransmission repair toward the cost of replacingthe transmission. With additional labor discounts,  we estimatethe transmission replacement  to be around $2,500.We understand that Mr. [redacted]'s ultimate goal is to have his [redacted]'s transmission fixed.  All indications are that the only remedyat this time would be to replacethe transmission. We feel that creditingthe amount that he paid for the initial transmission  work toward the transmission
replacement is a fair compromise
in order to assist Mr. [redacted] in reaching his goal of having his vehicle operateproperly.  Thankyou for allowing us to add clarity to this situation.   I look forwardto hearing from you.Sincerely,Mike C[redacted]--. Controller

[redacted] and [redacted] ([redacted]) [redacted] purchased a 2015 Nissan [redacted] in March of 2015.  At the time, they purchased a protection package that included two items -  [redacted] Paint Protection and a [redacted] Select Rust Protection.   In her complaint to your office, Ms. [redacted]...

alleges three issues with their transaction with [redacted] Nissan – the lack of explanation of her [redacted] coverage at the time of purchase, her dissatisfaction with how [redacted] remedied her claim and her purchase of “all weather” floor mats that did not include a cargo mat.  We would like to provide explanation and documentation that refutes Ms. [redacted]’s claim that [redacted] Nissan misrepresents the products that she purchased.  We would also like to clarify Ms. [redacted]’s claim with [redacted]. Ms. [redacted]’s complaint first claims that the [redacted] coverage and claims processing was mispresented to them.  We can contend that the [redacted] coverage, its limitations and claim processes were made clear to them at the time of their purchase.  Please see the attached documentation of the [redacted] agreement with their signatures.  The [redacted]’s were presented with copies of this documentation that clearly outlines the conditions of their [redacted] warranty.  The terms and conditions, in writing, clearly shows the items that are covered by the warranty, the items that are not covered by the warranty and the procedures to submit a claim.  I believe that this written documentation would support that the [redacted] product was not mis-represented by [redacted] Nissan. Secondly, Ms. [redacted]’s complaint states that she contacted [redacted] to address the dent on her vehicle and that she was not satisfied with the information that she received from them.  Apparently, the information that she received from [redacted] led her to believe that [redacted] will not address her damage and that it only covers rain erosion.  We contacted [redacted] to find out information on their claim.  We spoke with [redacted] claims representative, Dannia E[redacted] who informed us that the [redacted] claim (claim #693) is still ongoing.  Their records indicate that they have been in contact with [redacted].  They said that they have a single picture of the damage on file from him.  They also stated that they were waiting for Mr. [redacted] to contact them to schedule a time that a technician can meet with him to assess the damage on the vehicle.  This information would support that [redacted] is currently working with Mr. [redacted] to try and assist with the damage.    Thirdly, Ms. [redacted] stated that she purchased a full set of “all weather” floor mats when she purchased the vehicle.  Our records show that Ms. [redacted] purchased the mats from our parts department a week after purchasing the vehicle.  The “all weather” mats that she purchased only comes in a set of four mats which includes the front mats and the back seat mats.  This set does not come with a cargo mat.  I have attached the Nissan accessories display page for reference to what is included in the “all weather” mat set.  If Ms. [redacted] was not happy with the fact that the “all weather” mat set did not come with a cargo mat, our parts department would have been happy to let her return the set at the time of her purchase (when she noticed that the mat set did not include the cargo mat as she expected).  Furthermore, Nissan DOES NOT even make an “all weather” cargo mat for the [redacted] that can be purchased separately. We believe that our documentation refutes all claims made by Ms. [redacted] in her complaint to your office.  Firstly, we provided them, in writing, the coverage of their [redacted] warranty which included coverage, limitations and claim information.  Secondly, though Ms. [redacted] claims that [redacted] is only providing her with “clay bar” service for her damage, our communication with [redacted] shows that they are still in process with Mr. [redacted] to arrange a time to better assess the damage on the vehicle AND further assist him.  Thirdly, Ms. [redacted] is asking for an “all weather” cargo mat that wasn’t part of the mat set that she bought in March 2015 because the set that she purchased doesn’t come with an “all weather” cargo mat and is actually an accessory that doesn’t even exist.  In conclusion, we do not believe that her request for reimbursement and compensation is warranted.

Re your question: "Would you happen to have any documentation that exhibits the $11,990.00 price was directly advertised on the manufacturer's website, nissanusa.com?"Yes, I'm attaching a photo of the ad from www.choosenissan.comRe your question: "May we request copies of anything that would display the acceptance of the $11,990.00 and the confirmation of 'manual transmission or automatic transmission', as acknowledged by the business?"As I stated earlier, my discussion with Brad C[redacted] was over the phone, so I have no record of our con[redacted]tion. However, he did send me a follow-up email, which I'm attaching. It's confirmation that we did discuss the sale price and features displayed in the ad. He explicitly asked me to bring a copy of the ad with me. I did, and I shared it with Cory and Kevin -- since Brad was strangely missing.

Complaint: [redacted]
I am rejecting this response because:
The request for the $200 reimbursement were for the following reasons:To be compensated for the complacency of the service advisor of 30+ years of experience.To sustain the credibility and reputation of New City [redacted] to future potential customers.To elaborate, I believe the service I had received from Ralon was nothing less then lackadaisical. According to the complaint response from New City [redacted], I had requested the change of my spark plugs from the very beginning. That is false. I originally only wanted them checked, but I was informed by Ralon that they do not provide that service and that they only replace the spark plugs. It was then that I had asked the price for that service and the service advisor, Ralon, verbally stated it would be around 100 dollars. Had he then written down the projected total on the service agreement prior to my signature, I would have been aware of the actual price and we would not be in this predicament today. This is not my first time at this particular location and regretfully believed that I could trust the integrity of the service advisors, which is why I decided to go ahead and sign the agreement prematurely.In addition, I recently called this particular location and asked for a quote for a spark plug change on a 2005 [redacted], which is only a year older than mine. The answer I received from them this time was 440 dollars. According to the complaint response of New City [redacted], I would have been charged 580 dollars for the service. That's a 140 dollar difference for a model that's just a year apart. Not to mention that the amount they charge is outrageous in itself, considering they only charge 17 dollars for each spark plug. Overall, it seems as if New City [redacted] charges what they please at any given time.I want to be clear that I have never felt the need to take a complaint to this level. It's a shame that New City [redacted] refuses to admit a mistake due to complacency. I'm an active duty member of the armed forces who takes integrity as one of my core values very seriously. I deeply suggest that they reconsider their decision to ignore the complaint. In the event that they continue to leave it unresolved, I have no choice but to warn others about the practices of this establishment to ensure it does not happen to them.
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because: I returned to the online ad (see earlier attachments) and clicked further down into the details and found the info re the cost differential between the manual and automatic transmission. Indeed, as the sales staff have insisted, there is a $1550 additional cost for the automatic. My sincerest apologies to the New City Nissan staff for failure to look deeper into the online information. However, I'm still requesting a refund of $275 for the other part of my complaint (see my original complaint) re the $620 additional cost for the rear spoiler. We -- Cory, Kevin, and I -- had agreed on a price of $345, but the invoice lists $620 (see the attachment from my original complaint). As I told Jeff, I really like all the people I dealt with, including Jeff. All -- sales, business, and service staff -- have been full of aloha and very professional. Again, sincerest apologies for taking up their time with a complaint that could have been avoided if I had done my homework. I hope this mistake on my part won't ruin our friendship.
Sincerely,
[redacted]

The [redacted] “Price Promise” program is a program
where New City Nissan agrees to sell all new vehicles at $300 below the MRSP minus
any rebate.  Simply put, there was a
typographical error made by our inventory clerk when she inputted the MSRP into
our computer system.  The...

clerk inputted
$13,385 for the MSRP rather than the actual MSRP of $18,385.  [redacted] takes an inventory feed from our
computer system in order to list our inventory on their site.  Unfortunately, this error migrated into the
[redacted] system.
Our computer records do not show that Mr. [redacted]
received pricing confirmation via phone or email from New City Nissan prior to
his visit to the store.  Mr. [redacted] visited
New City Nissan on March 25th. 
It was Mr. [redacted]’s visit that alerted us to
this clerical error.  We explained to Mr.
[redacted] that the Nissan Sentra that he was looking at had an actual MSRP of
$18,385 and not the $13,385 that was inadvertently posted on the Edmund’s
site.  We explained that the starting
sale price should have been calculated from the $18,385 MSRP.  We apologized to Mr. [redacted] for the
inconvenience and immediately made the correction to our computer system.
As mentioned, the pricing mistake was simply the
result of human error and not of malicious intent as suggested by Mr.
[redacted].  While we apologize to Mr.
[redacted] for the inconvenience and misunderstanding, we cannot sell him the
vehicle at a price calculated from the wrong MSRP.  While people do make mistakes, we have also
taken measures internally to try and prevent this from occurring in the future.

As stated earlier, Mr. [redacted]’s confusion stems from his mis-understanding of the [redacted] website and not New City Nissan’s advertisement.What Mr. [redacted] is now referencing is ChooseNissan.com’s information of the Nissan model “[redacted]” with the “S” trim line.  This site, for the consumer’s reference, is stating that this model has an MSRP that is “Starting at” $11,990.  The website is also stating that this “S” trim line comes as a “5-speed manual transmission or AVAILABLE 4-speed automatic transmission” (slide: choosenissan 1).  This is meant to be read that the “S” trim is built as a manual transmission and that an automatic transmission version is also available.  This is not meant to be read as an “either/or” choice for a specific price as Mr. [redacted] is understanding it.Furthermore, on the same ChooseNissan.com page, the specifications of the “S” trim line are further clarified.  The site shows that the “S” trim comes “standard” as a 5-speed manual transmission.  It also shows that the 4-speed automatic transmission is “optional” (slide: choosenissan 2).  As with any industry, adding an “optional” feature to an item will most certainly result in a higher price.As we mentioned earlier, all of this was explained to Mr. [redacted] during his visit and prior to his purchase.  We believe that New City Nissan did nothing in bad faith and has to decline Mr. [redacted]’s request for compensation.