[redacted] and [redacted] ( [redacted] ) [redacted] purchased a Nissan [redacted] in March of 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***’s claim that [redacted] Nissan misrepresents the products that she purchased We would also like to clarify Ms***’s claim with [redacted] Ms***’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 ***’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] NissanSecondly, Ms***’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 separatelyWe 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 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
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, 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
[redacted] and [redacted] ( [redacted] ) [redacted] purchased a Nissan [redacted] in March of 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*** 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***’s claim that [redacted] Nissan misrepresents the products that she purchased We would also like to clarify Ms***’s claim with [redacted] Ms***’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 ***’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] NissanSecondly, Ms***’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 separatelyWe 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 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
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]
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 *** 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***’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
Complaint: [redacted] I am rejecting this response because: The request for the $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 lackadaisicalAccording to the complaint response from New City [redacted] , I had requested the change of my spark plugs from the very beginningThat is falseI 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 plugsIt was then that I had asked the price for that service and the service advisor, Ralon, verbally stated it would be around dollarsHad 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 todayThis 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 [redacted] , which is only a year older than mineThe answer I received from them this time was dollarsAccording to the complaint response of New City [redacted] , I would have been charged dollars for the serviceThat's a dollar difference for a model that's just a year apartNot to mention that the amount they charge is outrageous in itself, considering they only charge dollars for each spark plugOverall, 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 levelIt's a shame that New City [redacted] refuses to admit a mistake due to complacencyI'm an active duty member of the armed forces who takes integrity as one of my core values very seriouslyI deeply suggest that they reconsider their decision to ignore the complaintIn 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] ***
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,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,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 websiteThese details were explained to him on his June 5th visit and purchase dateUltimately, 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,($1,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, 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,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, Mr [redacted] ’s contract states that he purchased this vehicle for $14,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 [redacted] model [redacted] *** An entry model [redacted] has a base MSRP of $14,or a total MSRP of $15, Being that Mr [redacted] initially visited New City Nissan with the mis-understanding that a [redacted] with an $11,MSRP could be an automatic model, we had no intention of steering him to purchase a [redacted] that had an MSRP of over $15,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
The [redacted] “Price Promise” program is a program where New City Nissan agrees to sell all new vehicles at $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,for the MSRP rather than the actual MSRP of $18, [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,and not the $13,that was inadvertently posted on the Edmund’s site We explained that the starting sale price should have been calculated from the $18,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
[redacted] and [redacted] ( [redacted] ) [redacted] purchased a Nissan [redacted] in March of 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***’s claim that [redacted] Nissan misrepresents the products that she purchased We would also like to clarify Ms***’s claim with [redacted] Ms***’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 ***’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] NissanSecondly, Ms***’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 separatelyWe 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 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
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, 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
[redacted] and [redacted] ( [redacted] ) [redacted] purchased a Nissan [redacted] in March of 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*** 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***’s claim that [redacted] Nissan misrepresents the products that she purchased We would also like to clarify Ms***’s claim with [redacted] Ms***’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 ***’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] NissanSecondly, Ms***’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 separatelyWe 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 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
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]
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 *** 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***’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
Complaint: [redacted] I am rejecting this response because: The request for the $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 lackadaisicalAccording to the complaint response from New City [redacted] , I had requested the change of my spark plugs from the very beginningThat is falseI 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 plugsIt was then that I had asked the price for that service and the service advisor, Ralon, verbally stated it would be around dollarsHad 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 todayThis 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 [redacted] , which is only a year older than mineThe answer I received from them this time was dollarsAccording to the complaint response of New City [redacted] , I would have been charged dollars for the serviceThat's a dollar difference for a model that's just a year apartNot to mention that the amount they charge is outrageous in itself, considering they only charge dollars for each spark plugOverall, 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 levelIt's a shame that New City [redacted] refuses to admit a mistake due to complacencyI'm an active duty member of the armed forces who takes integrity as one of my core values very seriouslyI deeply suggest that they reconsider their decision to ignore the complaintIn 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] ***
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,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,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 websiteThese details were explained to him on his June 5th visit and purchase dateUltimately, 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,($1,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, 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,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, Mr [redacted] ’s contract states that he purchased this vehicle for $14,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 [redacted] model [redacted] *** An entry model [redacted] has a base MSRP of $14,or a total MSRP of $15, Being that Mr [redacted] initially visited New City Nissan with the mis-understanding that a [redacted] with an $11,MSRP could be an automatic model, we had no intention of steering him to purchase a [redacted] that had an MSRP of over $15,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
The [redacted] “Price Promise” program is a program where New City Nissan agrees to sell all new vehicles at $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,for the MSRP rather than the actual MSRP of $18, [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,and not the $13,that was inadvertently posted on the Edmund’s site We explained that the starting sale price should have been calculated from the $18,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