Hoffman Nissan

Our Service Manager, Jim [redacted], invited Mr. [redacted] to come back into our service department so we could diagnosis his vehicle. He dropped it off on Friday August, 12  and was given a loaner vehicle for the weekend. The 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/C. He found a very slow leaking valve that holds the Freon. Steve replaced both valves and Jim took a 10 mile test drive to ensure the A/C is working correctly. We 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.

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 #[redacted] The check was made out to myself and someone named, [redacted]?  I called to inquire and...

the Sales Manager, [redacted], 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 problem. But I am glad to have gotten the check, hopefully it will cash without any problem. Thank you very much for your assistance with this matter.  It took me 4 months to get some kind of response and just 2 days once you got involved. Greatly appreciative, [redacted]

Our [redacted] service manager, [redacted], has been in contact with the customer via email (see attached) and set up an appointment for both Mr. and Mrs. [redacted] to come in to meet with him on Saturday, May 9. [redacted] has stated  we will inspect all the customers’ complaints and if any repairs that we performed has failed or malfunctioned we will cover it under warranty.  Our position has not changed regarding her statement. We did not force service on her and also made no profit.   He will meet personally with the customer on May 9 and discuss the situation.

Review: I purchased [redacted] 2013 at Nissan Hoffman in the year 2013. I financed the vehicle through the dealer at [redacted] and hence took GAP insurance through dealer. I settled my auto loan and got the lien cleared on my title last year. Since then I have been chasing the dealer to get the GAP refunded. I was promised by one of the account executives during the purchase that post settling the loan the GAP will be refunded. After few months of chasing I got a front desk person responding asking for details on the loan completion etc. I submitted 3 months ago and the chasing started due to no response. I moved to ** last year , hence I could not go in person to follow-up. My new address was also shared with them. Out of frustration I approached Nissan car company's customer service and looks like they also had the same problem and I got routed to use this service.Desired Settlement: Want my refund GAP insurance amount back - effective the date of my settlement of the loan. It was Hoffman's fault for not responding till this point.

Business

Response:

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.

Consumer

Response:

Review: [redacted]

I am partially rejecting this response and for the record sake:

Review: My husband and I went to Hoffman Nissan towards the end of February 2013. In short we had 2 [redacted]'s that we traded in for a USED 2013 Nissan [redacted]. Towards the end of May/beginning of June I went to my town hall to get a beach pass (we live in [redacted], in order to do so I needed to show proof that my vehicle was registered in [redacted]. Well, come to find out, our registration had the correct address but wrong town. Our car was actually registered to [redacted], CT. Long story short, I called Hoffman and spoke to [redacted] at the beginning of July to have this rectified. There were multiple calls, as he forgot to call me back and then forgot that he was even helping/doing anything for me. I would call up and he had absolutely no idea what I needed. It took multiple calls and even speaking to the manager and I finally got the correct registration however it wasn't until mid August!! This however, is not the only issue. I had also gotten the vehicle tax for one of the [redacted] and in order for me to "cancel" it with the town I have to show proof that it was traded in. For some reason I do not have 2 trade in receipts or odometer readings. I have also been trying to get these since July. I just recently spoke to a new manager last week (Sept. 10), who said he was going to call me the next day and fax it. I never heard from him. Called the next day to speak with the manager again and he just transferred me BACK to [redacted] (whom I do not like to deal with now). Left him a message Wednesday 9/11/2013, never heard back. Called Thursday 9/12/2013 around 4p.m. and left the manager another message. It is now Sunday 9/15 and I have not heard anything from anyone or received anything! I cannot cancel my registration until I have this. (they have also told me on multiple occasions that they would mail it however I never received anything). Are they trying to hide something? Did they not record the 2nd trade in???Desired Settlement: I want them to over night all copies of our vehicle purchase and to MAKE sure that BOTH receipts for BOTH trade-in vehicles, along with BOTH odometer readings are attached. I honestly think that they should pay for my vehicle tax as well seeing as I went the entire summer not able to get a beach pass or get this rectified. I would also like to see something be done about this and to finally get a call back and receive what I am entitled to.

Business

Response:

Our Nissan Sales Manager, [redacted], called Mrs. [redacted] on Thursday, September 19 and they have agreed upon a resolution. Since the odometer statements in question were originally faxed on September 10, but not received by the customer, arrangements have been made to send a hard copy through the USPS to the home address for Mrs. [redacted].

Review: We brought our 2006 [redacted] to Hoffman advising them that the vehicle was making noises in the front end which we believed were the lifters (part of the engine) and wanted to have vehicle checked to confirm if that was the issue and that any repairs needed did not exceed the balance or value of the vehicle. We were very clear when speaking to [redacted]/repairs that if the lifters were an issue that we did NOT want to proceed with any repairs and would consider getting a new vehicle. However if the lifters were fine we would like a quote that would determine if the cost of repairs would exceed balance/value of car and if it did not we wanted to proceed with the repairs. After initial diagnosis we were informed that the lifters were fine as well as the engine. The quote originally given was not higher than what we owed (roughly 5K) so we approved the repairs and repairs were supposedly completed in two visits. Since we picked up our vehicle it has been nothing less of a nightmare. We took on average the vehicle in at least twice and were told nothing is wrong with the car. My husband would drive home and immediately car is loud, putting, rubbing front end, and much, much more. The third visit I attended with my husband on a Saturday and requested that the mechanic and/or tech drive with us in the car so they can say to us there is no noise as we knew otherwise. On this day the mechanic confirmed the lifters is what was causing the noise and suggested we put no more money in the car as he understood our intent. On this day we also advised [redacted] of a leak that was found by another company coming from one of the parts they repaired but no response/action taken. However according to [redacted]/manager we don't have any safety issues therefore should not be concerned. This Hoffman team held from us that the lifters were a problem to proceed with repairs then sent us on our way with no resolution other than trying to get us to buy a new car after we through thousands of dollars out on repairs for things we did not ask for. We were aware the car needed repairs however that is not the reason we brought it to Hoffman. We brought it to Hoffman to determine if the repairs outweighed the balance/value and if the lifters were good. According to [redacted]/manager the lifters are good as long as we are okay with hearing the noise coming from it as this is "typical" for older cars of this model. We were even told that an aftermarket part was used and that we should expect a "harder" feel due to this. I reached out on numerous occasions and asked [redacted] for the owners information and he refused to provide it to me. He did however gave me a sales rep to try and purchase a new vehicle. I have never experienced anything like this and really wanted to work this out with the owner however was not able to obtain his contact info on line. I have many emails confirming all of the issues reported and not one response via email which just confirmed they were protecting themselves by not putting anything in writing as we did. We have children and are working parents and find it hard to believe that there are no safety issues with the level of noise, knocks, etc the car is making. After a list that included at least 10-15 things repaired we are now told, oh you now need a new alternator, alternator barring, engine mounts, and through diagnosis through a different licensed technician the reason we had a hard time starting the car was because we also need an alternator. We are driving our car, so embarrassed as we pull up places because we are heard before they can even see us. We spent most of our money that could have been used to pay off the car and get rid of it and buy a new one. Who in their right mind would spend all that money on repairs when we only owe $5K on our car. I can say that Hoffman extended a sibling discount which was appreciated however even more so proves the actual cost of repairs would have probably tripled at my cost. We have a second car that was in process of getting a turbo repaired through them and I had to put a stop to that because although [redacted]'s customer service is excellent and I trust them as they did previous work for me I didn't want to continue to put money in my vehicles until we resolved this. [redacted] should be the location they all mirror. They know how to take care of customers and they treat people with upmost respect. There supervisor overseeing [redacted] (not [redacted]) was rude, did not even acknowledge us although he stuck around listening to us going back and forth with [redacted]. When I asked him as well for contact for [redacted]'s supervisor he as well just said I need to deal with [redacted]. Horrible experience! We tried reaching out so many times to [redacted] when we were at our end we escalated many times to [redacted] and still no resolution. Because we were told that everything was good with the lifters we also had almost $500.00 in repairs from another licensed dealer.Desired Settlement: We expected that our car would be completely repairs as they said would be in tip top shape once we paid/approved however quite the contrary. If they could fix our vehicle as they said they will and give us the level of service we paid for we would definitely appreciate that. If there is a way for them to take the parts back and put our old ones and give us our money back so we can put toward our new car I will take that as well. All we asked for was for them to be reasonable and accept responsibility for their mistake instead of throwing the customer under the bus and sending them packing.

Business

Response:

Review: On January 17 I went to Hoffman Nissan to look at a vehicle, an [redacted], they had one available and offered a very good price, a contract was drawn up, I left a $300.00 deposit to hold the agreement with the understanding that if I was unable to complete the agreement, I had to check with my husband, that I would call on Monday morning at 8:30a. I was not able to follow through with the purchase and called Mr. [redacted], the salesman, on Monday, 1/19/15 by 8:30a as agreed to inform him and ask that my deposit of $300 be refunded. He advised that it may take a billing cycle to get the refund. Well today is 4/17/15, 4 months later and I have received no refund! Also I have been calling the dealership, speaking with [redacted] sales manager and [redacted], office personnel. Both individuals continue to tell me they are checking into it and will call me back, but never do. To date I have made (7) different attempts to resolve this issue and still have not been refunded my $300.00Desired Settlement: Just my $300.00 deposit to be refunded to my credit card

Consumer

Response:

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 #[redacted] The check was made out to myself and someone named, [redacted]? I called to inquire and the Sales Manager, [redacted], 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 problem. But I am glad to have gotten the check, hopefully it will cash without any problem. Thank you very much for your assistance with this matter. It took me 4 months to get some kind of response and just 2 days once you got involved. Greatly appreciative, [redacted]

Business

Response:

Dear [redacted], Thank you for updating us with regard to your receipt of the refund. I sincerely apologize for the delay in having it processed, and we are looking into why the delay occurred. Please feel free to reach out to me directly if there is any issue whatsoever in cashing the check. Kind regards, [redacted], Manager - Corporate Reputation, Hoffman Auto Group. [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!