Hoffman Nissan

Complaint: [redacted] I am rejecting this response because: [redacted] Per my previous email the appointment had nothing to do with the complaintThe appt was scheduled after the complaint regarding a part we paid over $which was still no goodThat was properly documented and under waranteeThis initial issue and reason for this case is what needs to be adressedElizabeth Sincerely, [redacted]

Complaint: [redacted] I am rejecting this response because I found AC not cold enough while the temperature outside is greater than Please find the attached document for details Sincerely, [redacted]

Well my visit at Hoffman Nissan started with a pressured salesman, PaulHe ignored what I wanted and tried to get me into a car that was above my price rangeI should have walked thenThen he called me back with a car that was more in my price range, which I eventually ended up not being able to buy because of insurance reasonsI put an $ payment down on the car to secure itOnce I found out I could not buyt it I was told they don't cut checks at the location and would receive the check in the mail a week later, because "that is how they do it." This was June 9th, I never received the check in the mailAfter leaving at least 10-messages on The general manager's machine, financial department, and my "salesman" Paul, I finally had the opportunity to go down there and get my down payment over a month laterNo one in there staff could bother to call me back ONCE! I work at a car dealership full time so it is hard for me to get down there doing business hoursThey are a bunch of liars and once they lose your sale could care lessThis dealership is horrible and I recommend you stay away at all costs!

Our Service Manager, Jim [redacted] , invited Mr [redacted] to come back into our service department so we could diagnosis his vehicleHe dropped it off on Friday August, and was given a loaner vehicle for the weekendThe original technician that worked on his vehicle is no longer with our company so we had Steve [redacted] , [redacted] Certified Master Technician, inspect the A/CHe found a very slow leaking valve that holds the FreonSteve replaced both valves and Jim took a mile test drive to ensure the A/C is working correctlyWe believe the vehicle was repaired to Mr [redacted] s satisfaction and Jim informed the customer to contact him with any questions or concerns in the future

09/01/Respond to Complaint To: [email protected] Cc: [redacted] Subject: request you to re-open the complaint Re: You have a New Message from Revdex.com Serving Connecticut Regarding Complaint # [redacted] Hi [redacted] Sub: Requesting to Re-open to add my response Ref: Today’s Phone conversation This morning I decided to put my responseI found it was closed and there was no provision to add my responseAfter I got my van from Hoffman Honda Service on Aug/16/evening, I was testing my van for few timesSince the temperature outside is dropping down below because of the season , It was very tough for me to find a few hot days to do the testSo far what I noticed is performance of the AC is not good as it supposed to do beI would like to add my input to complaint I would like to request you to re-open the complaintThanks [redacted]

Complaint: ***
I am rejecting this response because: PLEASE SEE ATTACHMENT
Sincerely,
*** ***

Complaint: ***
I am partially rejecting this response and for the record sake:
Hoffman saying I did not provide paperwork on time is incorrectCan they prove to me when they asked for details and after how long I provided to be cited as delay ? Otherwise, it is an insane response to cover their irresponsibility to address customer needsI had been chasing since Nov over phone and at last taking a sales email forum I got hold of *** (who I believe is the sales manager responding) on Feb 19th I responded to her supplying the requested details on the same dayAfter then no response for several emails to the same person I can supply the proof if someone is interested, but I don't want to take the pain until someone counter argues for the aboveWhy would someone go to Revdex.com through Nissan when there is a delay on my side.
I partially accept the statement because I received a cheque todayHoping to get it cleared in couple of days.
If you don't hear back from me for any further issues with Cheque collection etc., this request can be closed from my sideAppreciate the help !!
Sincerely,
*** ***

Complaint: ***
I am rejecting this response because:***Per my previous email the appointment had nothing to do with the complaintThe appt was scheduled after the complaint regarding a part we paid over $which was still no goodThat was properly documented and under waranteeThis initial issue and reason for this case is what needs to be adressed.Elizabeth
Sincerely,
*** ***

Dear *** ***, Thank you for updating us with regard to your receipt of the refundI sincerely apologize for the delay in having it processed, and we are looking into why the delay occurredPlease feel free to reach out to me directly if there is any issue whatsoever in cashing the checkKind regards, *** ***, Manager - Corporate Reputation, Hoffman Auto Group ***

Hoffman Enterprises
Customer originally came in on
2/17/and dropped off vehicle for multiple noise concerns (Repair order
#***)
Concerns
1. Customer states entire front end feels loose2. Customer states after running vehicle for 5-
minutes there is a rattling noise from engine area3. Customer states there is a burning smell
4. Customer states check cv joints
5. Customer states vehicle will intermittently
not start
Customer was advised there would be
a hour diagnostic charge and they approved time to perform such diagnosis
Customer was advised we would contact them for their approval before any
repairs would take placeAfter a thorough inspection there were many items to
be addressedSee the following
1. Oil change
2. Drive belts cracked
3. Both front struts weak and leaking oil
4. Vehicle had bald tires
5. Both front lower ball joints excessively
loose
6. Multiple bulbs burnt out
7. Front sway bar links broken
8. Spark plugs found in poor condition
9. Power steering fluid leaking from power
steering pump
10. Brake fluid exchange needed
11. Both front outer tie rods allowing excessive
play
12. Both valve covers leaking oil
13. Right front axle replacement due to torn boot
and leaking grease14. A/C compressor completely deteriorated
Customer was called and advised
about these itemsWe spoke with *** and together prioritized the items that
needed to be done*** decided to have us perform the following services
To address front end concern:
1. Both Front tie rods
2. Sway bar links
3. Front struts including mounts and new
bolts
4. Both front lower ball joints (control arm assembly)
5. Four wheel alignment
To
address CV Concern
1. Remove and replace right front axle assembly
All other items were declined at
this time by the customerOn the repair order it states noises were coming
from power steering pump and drive beltWith the burning smell, we noted valve
cover gasket leaks and the power steering fluid leakWe were unable to
duplicate customer’s concern regarding the vehicle not startingVehicle passed
battery test, alternator was within spec and all wires were found tight and
attached as needed
After repairs were performed
vehicle was delivered back to customer on 2/19/
After 2-days customer (***)
called service adviser and stated “Thank
you very much for fixing my carI am very happy with the service you guys
providedMy car is running like a dream and I would like to schedule an
appointment to have the rest of your recommendations performed on my vehicle.”
At that time, we special ordered all the parts needed for customer and
scheduled an appointment
On 2/24/*** Robinson
dropped off his vehicle to have following services performed:
1. Obtain price on carpeted floor mats
2. Remove and replace A/C Compressor
3. Replace drive belts
4. Mount and balance four new tires
5. Replace bulbs
6. Replace spark plugs
7. Replace power steering fluid
8. Replace brake fluid
9. Replace valve cover
10. Replace p/s pump
All services were performed per the
previous inspection and vehicle was delivered back to customer on 2/24/
On 3/9/*** (*** Wife)
called and indicated that the power steering felt tight compared to before
repair was performed and that there was still a metallic type noiseWhen
*** came in, he indicated there was a noise he heard and thought it was
still the A/C compressorVehicle was bought in and power steering was
functioning at that timeTech inspected vehicle and found backing plates
scraping against brakesWe adjusted backing plates at that timeIt is also
noted on repair order that *** and his wife described different noisesIf
concern persisted, they both would need to come in and test drive with a
technician for proper diagnosis
Customer then called and stated
they still heard a noise from the engine when drivingCustomer was informed we
would need to set up an appointment to test drive the vehicle with our tech,
and that the vehicle would need to be dropped offCustomer came in on a
Saturday (3/21/15)Customer and tech took a test drive togetherWhen they had
returned, our service technician indicated there was an alternator bearing that
was starting to create noise and that the lifters were making noise for
this age and mileageAlternator bearing noise was never heard prior to this
visit and was never confirmed with customer previous to this visitCustomer
and his wife indicated they were upset that it was not caught previously and
indicated they did not want to perform any more service on this vehicle
Customer requested that we inspect their power steering again as they had
another repair facility inspect vehicle and was told the pump was leaking
againCustomer was informed we would be happy to write a repair order and get
their vehicle on a lift for inspectionWhen customer had heard that the
vehicle was not previously brought inside (because our first step was to test
drive before bring vehicle inside for further inspection) he had become upset
and stated ’they were not going to waste their time here” and proceeded to
leave on their own willAdvisor was told that they would bring their vehicle
someplace else for service and that they wanted to speak with the service
managerService Manager was informed of situation and customer’s contact
information was provided to him for further contact as he was not in during
customer’s visit
Never during any of this did
customer state they thought the vehicle had lifter noise*** and *** on
multiple occasions indicated on the phone they thought the vehicle had a bad
timing chainUpon inspection it was determined that the timing chain was not
excessively worn and was not a safety concern at this timeCustomers
consistently would describe different noisesIt is difficult to obtain
information from customer’s wife on phone and document said concerns to then be
told the noise is different from *** when he would bring vehicle in for
serviceThere have been many attempts to make sure customer was satisfied with
the service. All service work has been
done at dealership cost and we provided a loaner vehicle at no cost to the customer while work was being performed as a courtesy to their family relation (sister) to a
Hoffman *** employeeTheir concern has traveled up the chain of command and they
have been contacted to find a mutual resolutionCustomer was contacted by
sales department as they stated they wanted to trade the vehicle in for
something newTheir information was only passed on per their request

Our Service Manager, Jim ***, invited Mr*** to come back into our service department so we could diagnosis his vehicleHe dropped it off on Friday August,
12 and was given a loaner vehicle for the weekendThe original technician that worked on his vehicle is no longer with our company so we had Steve ***, *** Certified Master Technician, inspect the A/CHe found a very slow leaking valve that holds the FreonSteve replaced both valves and Jim took a mile test drive to ensure the A/C is working correctlyWe believe the vehicle was repaired to Mr***s satisfaction and Jim informed the customer to contact him with any questions or concerns in the future

Hoffman Auto Group
After further research relating to the request to refund MrNarayanan
for his cancelled GAP coverage we discovered that the paperwork, although sent
to our office for processing, was not addressed promptlyDuring the time this
took place we had an employee who was not performing their duties and was
subsequently terminated that monthUnfortunately, this caused the paperwork to
not go through the full process for refundWe sincerely apologize for the
lengthy delay but want to assure Mr*** that the paperwork has been
successfully processed and a check was cut by our office staff on July 7,
It will be signed today and mailed via overnight mail to his new address
in *** ***Our General Sales Manager, *** ***, at Hoffman Nissan will
be contacting the customer directly to discuss what occurred and apologize for
the frustration caused through the process

Good Morning Revdex.com; I wanted to let you know that the Hoffman Nissan dealership sent a mechanic to my house yesterday with a check for $300.00. This is
in response to my complaint #*** The check was made out to myself and someone named, *** * ***? I called to inquire and the Sales Manager, *** ***, who signed the letter that accompanied the check advised the operator who answered the phone for me to just go cash it, that I will not have a problemBut I am glad to have gotten the check, hopefully it will cash without any problemThank you very much for your assistance with this matter. It took me months to get some kind of response and just days once you got involvedGreatly appreciative, *** ***

Complaint: [redacted]
I am rejecting this response because:
[redacted]
Per my previous email the appointment had nothing to do with the complaint. The appt was scheduled after the complaint regarding a part we paid over $500 which was still no good. That was properly documented and under warantee. This initial issue and reason for this case is what needs to be adressed.
Elizabeth

Sincerely,
[redacted]

Well my visit at Hoffman Nissan started with a pressured salesman, Paul. He ignored what I wanted and tried to get me into a car that was above my price range. I should have walked then. Then he called me back with a car that was more in my price range, which I eventually ended up not being able to buy because of insurance reasons. I put an $850 payment down on the car to secure it. Once I found out I could not buyt it I was told they don't cut checks at the location and would receive the check in the mail a week later, because "that is how they do it." This was June 9th, 2015. I never received the check in the mail. After leaving at least 10-20 messages on The general manager's machine, financial department, and my "salesman" Paul, I finally had the opportunity to go down there and get my down payment over a month later. No one in there staff could bother to call me back ONCE! I work at a car dealership full time so it is hard for me to get down there doing business hours. They are a bunch of liars and once they lose your sale could care less. This dealership is horrible and I recommend you stay away at all costs!

After further research relating to the request to refund Mr. Narayanan
for his cancelled GAP coverage we discovered that the paperwork, although sent
to our office for processing, was not addressed promptly. During the time this
took place we had an employee who was not performing their duties and was
subsequently terminated that month. Unfortunately, this caused the paperwork to
not go through the full process for refund. We sincerely apologize for the
lengthy delay but want to assure Mr. [redacted] that the paperwork has been
successfully processed and a check was cut by our office staff on July 7, 2015.
 It will be signed today and mailed via overnight mail to his new address
in [redacted]. Our General Sales Manager, [redacted], at Hoffman Nissan will
be contacting the customer directly to discuss what occurred and apologize for
the frustration caused through the process.

Complaint: [redacted]
I am rejecting this response because I found AC not cold enough while the temperature outside is greater than 84. Please find the attached document for details.
Sincerely,
[redacted]

Customer originally came in on
2/17/2015 and dropped off vehicle for multiple noise concerns (Repair order
#[redacted])
 Concerns
1.  Customer states entire front end feels loose.
2.  Customer states after running vehicle for 5-10
minutes there is a rattling noise from engine area.
3.  Customer states there is a burning smell
4.  Customer states check cv joints
5.  Customer states vehicle will intermittently
not start
 Customer was advised there would be
a 2.0 hour diagnostic charge and they approved time to perform such diagnosis.
Customer was advised we would contact them for their approval before any
repairs would take place. After a thorough inspection there were many items to
be addressed. See the following.
1.    Oil change
2.    Drive belts cracked
3.    Both front struts weak and leaking oil
4.    Vehicle had 4 bald tires
5.    Both front lower ball joints excessively
loose
6.    Multiple bulbs burnt out
7.    Front sway bar links broken
8.    Spark plugs found in poor condition
9.    Power steering fluid leaking from power
steering pump
10.  Brake fluid exchange needed
11.  Both front outer tie rods allowing excessive
play
12.  Both valve covers leaking oil
13.  Right front axle replacement due to torn boot
and leaking grease.
14.  A/C compressor completely deteriorated
Customer was called and advised
about these items. We spoke with [redacted] and together prioritized the items that
needed to be done. [redacted] decided to have us perform the following services
To address front end concern:
1.     Both Front tie rods
2.     Sway bar links
3.     Front struts including mounts and new
bolts
4.     Both front lower ball joints (control arm assembly)
5.     Four wheel alignment
To
address CV Concern
1.     Remove and replace right front axle assembly
 
All other items were declined at
this time by the customer. On the repair order it states noises were coming
from power steering pump and drive belt. With the burning smell, we noted valve
cover gasket leaks and the power steering fluid leak. We were unable to
duplicate customer’s concern regarding the vehicle not starting. Vehicle passed
battery test, alternator was within spec and all wires were found tight and
attached as needed.
After repairs were performed
vehicle was delivered back to customer on 2/19/2015.
After 2-3 days customer ([redacted])
called service adviser and stated  “Thank
you very much for fixing my car. I am very happy with the service you guys
provided. My car is running like a dream and I would like to schedule an
appointment to have the rest of your recommendations performed on my vehicle.”
At that time, we special ordered all the parts needed for customer and
scheduled an appointment.
On 2/24/2015 [redacted] Robinson
dropped off his vehicle to have following services performed:
1.  Obtain price on carpeted floor mats
2.  Remove and replace A/C Compressor
3.  Replace drive belts
4.  Mount and balance four new tires
5.  Replace bulbs
6.  Replace spark plugs
7.  Replace power steering fluid
8.  Replace brake fluid
9.  Replace valve cover
10.      Replace p/s pump
All services were performed per the
previous inspection and vehicle was delivered back to customer on 2/24/15
On 3/9/2015 [redacted] Wife)
called and indicated that the power steering felt tight compared to before
repair was performed and that there was still a metallic type noise. When
[redacted] came in, he indicated there was a noise he heard and thought it was
still the A/C compressor. Vehicle was bought in and power steering was
functioning at that time. Tech inspected vehicle and found backing plates
scraping against brakes. We adjusted backing plates at that time. It is also
noted on repair order that [redacted] and his wife described different noises. If
concern persisted, they both would need to come in and test drive with a
technician for proper diagnosis.
Customer then called and stated
they still heard a noise from the engine when driving. Customer was informed we
would need to set up an appointment to test drive the vehicle with our tech,
and that the vehicle would need to be dropped off. Customer came in on a
Saturday (3/21/15). Customer and tech took a test drive together. When they had
returned, our service technician indicated there was an alternator bearing that
was starting to create noise and that the lifters were making normal noise for
this age and mileage. Alternator bearing noise was never heard prior to this
visit and was never confirmed with customer previous to this visit. Customer
and his wife indicated they were upset that it was not caught previously and
indicated they did not want to perform any more service on this vehicle.
Customer requested that we inspect their power steering again as they had
another repair facility inspect vehicle and was told the pump was leaking
again. Customer was informed we would be happy to write a repair order and get
their vehicle on a lift for inspection. When customer had heard that the
vehicle was not previously brought inside (because our first step was to test
drive before bring vehicle inside for further inspection) he had become upset
and stated ’they were not going to waste their time here” and proceeded to
leave on their own will. Advisor was told that they would bring their vehicle
someplace else for service and that they wanted to speak with the service
manager. Service Manager was informed of situation and customer’s contact
information was provided to him for further contact as he was not in during
customer’s visit.
Never during any of this did
customer state they thought the vehicle had lifter noise. [redacted] and [redacted] on
multiple occasions indicated on the phone they thought the vehicle had a bad
timing chain. Upon inspection it was determined that the timing chain was not
excessively worn and was not a safety concern at this time. Customers
consistently would describe different noises. It is difficult to obtain
information from customer’s wife on phone and document said concerns to then be
told the noise is different from [redacted] when he would bring vehicle in for
service. There have been many attempts to make sure customer was satisfied with
the service.  All service work has been
done at dealership cost and we provided a loaner vehicle at no cost to the customer while work was being performed as a courtesy to their family relation (sister) to a
Hoffman [redacted] employee. Their concern has traveled up the chain of command and they
have been contacted to find a mutual resolution. Customer was contacted by
sales department as they stated they wanted to trade the vehicle in for
something new. Their information was only passed on per their request.

Complaint: [redacted]
I am partially rejecting this response and for the record sake:Hoffman saying I did not provide paperwork on time is incorrect. Can they prove to me when they asked for details and after how long I provided to be cited as delay ? Otherwise, it is an insane response to cover their irresponsibility to address customer needs. I had been chasing since Nov 2014 over phone and at last taking a sales email forum I got hold of [redacted] (who I believe is the sales manager responding) on Feb 19th 2015. I responded to her supplying the requested details on the same day. After then no response for several emails to the same person.  I can supply the proof if someone is interested, but I don't want to take the pain until someone counter argues for the above.Why would someone go to Revdex.com through Nissan when there is a delay on my side. I partially accept the statement  because I received a cheque today. Hoping to get it cleared in couple of days. If you don't hear back from me for any further issues with Cheque collection etc., this request can be closed from my side.Appreciate the help !! 
Sincerely,
[redacted]

09/01/2016 Respond to Complaint To: [email protected] Cc: [redacted] Subject: request you to re-open the complaint Re: You have a New Message from Revdex.com Serving Connecticut Regarding Complaint #[redacted] Hi  [redacted]            Sub: Requesting to Re-open to add my response            Ref: Today’s Phone conversation           This morning I decided to put my response. I found it was closed and there was no provision to add my response. After I got my van from Hoffman Honda Service on Aug/16/2016 evening, I was testing my van for few times. Since the temperature outside is dropping down below 84 because of the season , It was very tough for me to find a few hot days to do the test. So far what I noticed is performance of the AC is not good as it supposed to do be. I would like to add my input to complaint.          I would like to request you to re-open the complaint. Thanks [redacted]