Hyman Bros Nissan Kia

February 21, 2015Revdex.com case # [redacted] To whom it may concern:My name is [redacted] , I am the [redacted] forPence Nissan Subaru KiaI have reviewed the Revdex.com letter and fully understandthe consumers concernsI have conducted a thorough review of the issues raisedby the consumer regarding the used vehicle purchaseThe customer signed a Virginia Buyers Order Friday nightafter all the lending institutions had closed for the dayIt is customary tolet the customer take possession of a vehicle after signing the agreements and thenassigning the contract to a lender when they reopenIn this case when thelending institutions reopened we could not find a lender that would accept the lengthof the agreement due to conditions beyond the control of the dealershipThe Virginia Buyers Order states in large bold print, if thevehicle purchase requires financing, the agreement is contingent on the financeprovider’s approval of the proposed retail installment sales contractIt alsostates, if the sales contract is not approved the consumer can either find analternative method of payment or cancel the agreementWe made sure thecustomer knew their rights under Virginia consumer law and gave them these twooptions To address the comments made about the dealership representative,perception is reality and I apologize for the manner in which your husband’srequests had been answeredWe strive to provide outstanding customer serviceand in this case the dealership did give the customer an allowance for thescratch, and finance options that included an alternate payment plan thatshortened the loan term by months The customer did return on Friday, February 21stand signed a new retail sales agreement deciding to keep the carSincerely, [redacted] ***

Revdex.com: I have reviewed the offer and/or response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below No reimbursement was made for the missing glasses Regards, [redacted] ***

Around the first of June 2016, we were contacted by the customer by phone with a complaint about one of our salespeopleThe customer stated that while her car was in the shop for service a salesperson approached her about trading her car in for anotherThe customer stated that she would trade in her vehicle if her payments didn’t go upAfter finding out the payments would increase if she decided to trade in her current vehicle and purchase a new vehicle she decided not to trade.Her complaint to me was that she had received several “turn down” letters from banksThe customer requested us to call Equifax and have the credit inquires removedShe stated that Equifax told her we could ask for the credit inquires to be removed.We contacted Equifax as our customer requestedThe Equifax support representative told us that they could not remove credit inquires unless it was done by mistake or fraud on the companies’ part The support representative from Equifax did make notes of our conversation so if in the future it came up it would be noted that we contacted them We tried to reach out to the customer at the number she left but there was no answer.Several weeks later the customer visited the dealership and asked for our Finance Director The Finance Director let the customer know that we had contacted Equifax and told her the results of that conversationWe explained to the customer that Equifax would not remove a credit inquire unless it was a done by mistake or fraudWe told her that Equifax had notes of our conversationThe customer stated that the salesman was unethical and we could remove the dings on her credit file if we agreed he was unethical We explained to her that we do not believe the salesman did anything unethicalThe customer actually did investigate trading in her vehicle to purchase another at the dealershipIn order to secure accurate payment options a customer’s credit must be checked as part of the information needed to send to lending institutionsThe credit check performed was not a mistake and not the result of fraudulent activity, as per our conversation with Equifax it qualifies as a legitimate credit checkTherefore, we can offer no further assistance for the customer with this matter

Revdex.com: I have reviewed the offer and/or response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear belowThe Finance Director did not contact me at allThere were no missed calls or messages left on my cell phoneI am near my phone 24/I assume these calls are recorded so I would like proof that I was contactedI would also like to hear the phone conversation with the Finance Director and Equifax and please provide the number you called and the dateOur initial conversation on the phone (the Finance Director and I) said he would be happy to call and have them remove the inquires, but he's never known Equifax for doing anything as suchNow, when Equifax would remove the dings based on fraud or error, you choose not to believe my side of the story and you do not want to admit to your sales rep's wrongdoing? I told Rick Overbey from the beginning that the transactions were unethical in my eyes and he proceeded to call to speak on my behalfSo who's side are you on? It seems as though your business is not customer-orientedAgain, you can not choose to not take further action because YOU don't believe your salesmen committed corrupt conductI commend KIA Pence for trying to stand by your sleazy salesman, but his actions were immoral and dishonestPlease elaborate and I look forward to the recorded messages and this has been sent to your headquartersThis will not be closed until I am satisfied Regards, [redacted]

June 19, Revdex.com case # [redacted] To whom it may concern: My name is [redacted] ; I am the General Manager forPence Nissan Subaru KiaI have reviewed the Revdex.com letter and fully understandthe consumers concernsI have conducted a thorough review of the issues raisedby the consumer regarding the automated vehicle price quoteThe customer did receive a quote on a vehicle he built onthe manufacturer’s websiteIt was not a specific car in our inventory or onthe Pence websiteThe quote also states with references ne [redacted] to the price tolook for notesThis note reads “This [redacted] Premium may not be available in this configuration and is notbased on an actual in-stock vehicleUnless otherwise stated, price quoted doesnot include options or accessoriesPlease contact us for more information.” When the appointment wasmade the salesperson did offer other Forester options for less money At this point the customer still wanted tocome in and lookWhile the customer was in the store we tried to find a [redacted] at other dealers within a couple hundred miles but were unsuccessful I agree with the customer on what we should do, unfortunatelythe desired vehicle is no longer available from SubaruThe [redacted] have been exhaustedThe dealership is willing to order a SubaruForester [redacted] at the same base price quote as the The customers quote onthe excluded tax, tags, freight, $processing fee and any installedaccessories the customer chooses to have on the vehicleThese details arelisted on the quoteWe strive to provide outstanding customer service and inthis case offered options to solve the problem but the customer was unable towait for the later model year Sincerely, [redacted] General Manager Pence Nissan Subaru Kia

March 25, 2015Revdex.com case # [redacted] To whom it may concern:My name is [redacted] ; I am the [redacted] for Pence Nissan Subaru KiaI have reviewed the Revdex.com letter and fully understand the consumers concernsI have conducted a thorough review of the issues raised by the consumer regarding the cancellation of the extended service contract[redacted] processed the refund on March 13th and sent funds to the dealership, made payable to the dealershipThe dealership in turn refunded the customer or in this case lien holder seeing the vehicle had been financed when purchasedWe strive to provide outstanding customer service and in this case should have informed the customer that the refund was going back to the lending institutionOnce the lien is verified as satisfied the bank will refund the balance to the customer.The dealership check and NESNA check stub are [redacted] Sincerely, [redacted] Pence Nissan Subaru Kia

To whom it may concern:My name is [redacted] , I am the [redacted] r forHyman Brosof Midlothian IncDBA Pence Nissan Subaru KiaI have reviewed theRevdex.com letter and fully understand the consumers concerns.I have conducted a thorough review of the issues raised bythe consumer regarding her new vehicle purchase and this response will mirrorthe discussions the consumer had with the finance manager when she decided topurchase the new [redacted] On the initial visit to the dealership the consumer filledout and signed a credit application that allowed the dealership to arrangefinancing for her new carThis authorization is not limited to just one creditreportThe first credit report was run with an [redacted] version that scoredthe consumer at a rate we felt comfortable the bank would agree uponAfter the consumer had settled on a specific vehicle we submittedthe package to the bank and they came back at a higher rate and we asked whyThebank explained their credit decisions were made based on [redacted] that has adifferent scoring methodologyAt this point we did run the consumers creditreport in the alternate version and that scoring model resulted in a lowerscoreTo be clear, both credit reports were run at the samelocation with two different accountsThe lower score was a result of differentscoring criteria’s not multiple inquiresThe second auto inquiry in a short a periodof time would have little to no effect on the consumers credit score.We strive to provide outstanding customer service and inthis case the dealership bought down the higher rate at our expense to satisfythis customer Sincerely, [redacted] Pence Nissan Subaru Kia

We have conducted a thorough review of our customers concern and have decided to grant the customer’s request for reimbursement of the cost of TCM reprogrammingThe Hyman Bros Nissan Service Department strives to provide quality vehicle repairs and excellent customer serviceIn this instance we did not live up to those goalsWe apologize to our customer for the inconvenience that this issue may have causedA check that covers the full disputed amount was mailed to the customer on March 2,

Revdex.com: I have reviewed the offer and/or response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below [Provide details of why you are not satisfied with this resolution.] Regards, [redacted] The second time that I brought the car to get the boot replaced the person the replaced the boot advised us the he spoke tonthe first person that took the boot off and told him that when he was taking off the boot he riped itThat means that the boot was broke by the staff amd it was not broken beforeIts also not the first time that something gets broken on one of our family cars hereOne of the cars was brand new and only had miles on itI still request a refund for everything that I stated before

Our customer came into the dealership in June 2016. The customer had started shopping for a [redacted] online and provided a printout (Document #1) detailing the colors, options, and accessories that they wanted to be included with the vehicle. We had an incoming model that matched the customer’s... desired color and trim level (Document #2). Our Dealership was able to install additional accessories when the vehicle arrived in order to match the specifications provided by our customer. The Front and rear bumper underguard accessories had to be deleted due to the inclusion of [redacted] ’s rear assist braking system. The customer was notified of this exclusion (Document #1)The vehicle options and accessories were reviewed several times with the customer and we agreed on a total price. The vehicle was ready for delivery on August 18, 2016. When the customer arrived at our dealership, the invoice, (Document #3) and all installed options were verbally reviewed once again to ensure that the vehicle met their expectation before taking delivery. The customer then entered the business office, paid for the vehicle, and took ownership.After taking ownership, our salesman completed the delivery process. He reviewed all installed options and accessories on the vehicle with the customer and ensured that the customer had a good understanding of the capabilities, options, and technology included. The customer then signed the [redacted] Vehicle Delivery checklist (Document #4) and the sales process was complete.The customer is requesting an option that was not included in the original “build your own [redacted] ” printout (Document #1) that was provided to us by the customer. Our dealership provided our customer with the vehicle that was requested. If the customer would like to purchase any additional accessories that were not requested in the original build of the vehicle, our dealership is ready and willing to assist.

Without
knowing who Mrs*** spoke with at the Dealership it is difficult to
ascertain what if any steps were taken to address her issueCurrently we have
contacted the lender and supplied them the necessary information to correct
the
problemWe apologize for any inconvenience this has caused and will reach out
to Mrs*** to inform her when the issue has been resolved.Thank you for bringing this issue to my attentionIf you
need any further assistance please contact me directly.Jeff W*** GM Hyman Brothers Nissan Kia

The check was processed through our accounting department and was sent to the customer's home address via *** on 2/8/ Check #*** for reference

Technician confirmed check engine light on and the vehicle was running rough.Laptop diagnosis indicated multiple cylinder miss fire (Pcode)To correct therough running condition we (with the customer's authorization) replaced the coilsand ignition spark plugsVehicle is now running normally
after repairs.Ran laptop and found the vehicle still has diagnostic trouble codes in the system.The engine running rough condition caused by the coils allows an excessive rich fuelcondition must be corrected before you can continue diagnosis.Further laptop diagnosis found a secondary issue with the air fuel sensor voltagebeing low which led the inspection of the bani< catalystThis issue was caused bythe miss-fire of the coilsRecommended and the customer authorized thereplacement of the bank air fuel sensor, sensor, and catalyst.Road test vehicle approximately mlles and vehicle performed normally and thecheck engine light did not return.Customer returned with the check engine light onUpon our inspection with thelaptop diagnostic tool the codes indicated bank rear sensor and bank catalystis starting to show damage.Check engine lights can come on and return without warning and indicate potentialother malfunctions in the systemThis is beyond the control of the customer and thedealershipWhen the vehicle exhibits a malfunction code the laptop diagnosticprocedure is the proper vehicle repair process used by Nissan to diagnose and repairthe existing trouble codeThis ls the correct vehicle repair process and is our methodof repair.In the event both sensors and both catalysts coded in the system and indicatedreplacement was necessary then we would recommend this to our customers inadvanceThis was not the case in this repair process.The system on this vehicle does not have the technology to foresee future failures.The customer was offered 10% over cost on the current repairs but decline this offer.This offer is still available should the customer decide to repair the vehicle at PenceNissanNo further assistance can be offered at this time

[A default letter is provided here which indicates your acceptance of the business's offer. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the offer made by the business in reference to complaint ID ***, and find that this resolution would be satisfactory to meI will wait for the business to perform this action and, if it does, will consider this complaint resolvedIf the company does not perform as promised I can get back to you at: ***
Regards,
*** ***

We have thoroughly reviewed the customer’s correspondence regarding this case and have gathered information from the service advisor who was directly involved with the repair of the customer’s vehicle and replacement of the torn air boot.Prior to any repairs being performed on the vehicle our
technician noticed a tear in the air bootThe customer was informed of the air boot condition and was provided a cost estimate to replace the air boot. The advisor also notified the customer that not replacing the air boot can result in drivability issuesSince the vehicle was already in for another service we notified the customer that if they replaced the air boot at this time there would be no charge for installation laborThe customer made the decision to decline replacing the torn air boot and relayed to the service advisor that they would replace the part elsewhere at a reduced cost.Our service staff is responsible to advise and inform any customer of any repair recommendations that their vehicle will require, and the consequences that may be associated with those recommendationsThe customer was told that not replacing the air boot could potentially lead to drivability issues with their vehicleFailure to inform our customers would be a failure on our part. Our customers are under no obligation to perform any repairs or services we recommend. All of this information is also documented on the customer invoice regarding parts and labor estimates and the potential running issues related to a torn air boot. The statement the customer has made in their complaint that we broke the air boot is simply not true.We followed our standard operating procedure of informing the customer of their vehicles required needs, providing a cost estimate, and documenting these needs effectively on the invoiceUltimately, it is at the customer’s discretion to authorize us to complete any repairIn this case, the customer decided to decline a necessary repair that rendered their vehicle inoperable until the repair was completed. For these reasons we cannot offer and reimbursement regarding this case

We have responded to this customers issue and have resolved their concerns regarding this case I spoke to the customer on August 2, and have her scheduled for a vehicle service appointment on August 11, to perform two recalls and to inspect the vehicle for a transmission concern.The
customer’s grandmother had passed away and the vehicles ownership was transferred to the customers However, the *** *** *** *** was only in the grandmother’s nameWe recommend that the customer contacts Nissan customer affairs (*** *** Option 7) and have the *** *** *** *** transferred into their name so that they do not run into this confusion again in the future.The customer’s main concern was the need for alternate transportation during the vehicles repairThe *** *** *** *** has rental coverage includedHowever, In order for the rental to be covered we must determine if the issue is covered under the terms and agreement of the contractIn the event the repair it is not a covered the customer advised me that her insurance company would cover any rental costs We have reserved a rental vehicle for the customer upon their arrival on August 11, and will take care of any repair and alternative transportation costs that are determined to be covered under the Nissan Security Plus contract

Please note my complaint with Hyman Brothers Kia has been resolved - it took calling Kia Corporate and filing a complaint with you to get them to cash my check. It went through this morning. I wrote that check originally on 1/13/so you can see it took them way to long to process
this check. Still have no idea as to why they waited all this time to process my check and it was ridiculous that I had to go to these lengths to get them to do the right thing.Thank you

Ms*** dealt with managers the night she purchased her ***The 1st was Greg J*** the Nissan ManagerHe asked if she had driven the vehicle to which she replied that she owned one and had driven the newer ones alreadyShe stated that for these reasons she did not need to test drive the
vehicleThe 2nd manager was Jeff W*** the General Manager for the dealershipHe presented all the numbers and together they came to an agreement to purchaseMs*** was very pleased with her vehicle when she took deliveryShe did come in hours later to inform *** *** that she thought she paid too much for the ***MrW*** reassured her that the agreed upon price was very fairMs*** did request that we take the vehicle back and was shown on the contract she signed the discloser in bold print of no cooling off periodWe as a company strive for total customer satisfaction and we feel that the company upheld that ideal during this entire processMs*** made a purchase decision based on full discloser of all the necessary informationIf she left without a full tank of gas we will gladly fill it at her earliest convenience

Revdex.com case # ***In circumstances, when a customer relinquishes a vehicle to trade we ask that the customer remove all their belongings from the vehicle before leaving the dealershipDo to the impending weather event this procedure was not able to be followed, and the customers possessions
were left in the traded vehicle. As a policy, vehicles that are traded into our dealership are promptly inspected and thoroughly cleaned inside and out to prep them for used car sales or auto auctionOnce this vehicle was cleared from the snow proper procedures were followed and the contents of the vehicle were emptied to prep for auto auction Pence management was then notified of the issue and steps were taken to retrieve the vehicle which was taken off propertyFortunately, Pence was able to reclaim the traded vehicle from auctionThe vehicle was back in our possession on February 1, The customer was contacted on that same day and was able to retrieve some items from the traded vehicleUnfortunately, a pair of sunglasses was not found to be in the vehicleAs a remedy, the customer was reimbursed for the full purchase price of those sunglasses.Pence hopes that this resolution is satisfactory for our customer and we thank them for their business

Revdex.com:
I have reviewed the offer and/or response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.As mentioned in my complaint previously, I was not able to chose both auto dimming mirrors with Home link and auto dimming exterior mirrors together on my quote even today if I try to build a quote onlineAs a customer of a reputed dealership, expectations would be on providing more choices and highlighting missing options or accessories to customers and also anticipating what is needed by themWhen my car is equipped with eyesight, blind spot, rear braking assist, lane swaying, leather upholstery, powered driver seat, heated front seats and side mirrors, etcthen why would a customer miss a small addition anytimeWould that not be a responsibility of a dealership sales team to sensibly think if that a customer needs all best features of the car built? I agree that it was a miss that I did not notice this on car delivery time and delivery person called out about the home link and did mention about blind spot and exterior mirrors as heated and auto dimming on rear car lights visibility.As mentioned, I have no funding left to add these auto dimming exterior mirrors accessories so will require some help from the dealership to satisfy my needs rather just assistanceIf this could not be a possibility by my dealer, it is understandable but will leave one of its customer unhappy and unsatisfiedThanks for them help
Regards,
*** ***