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 Kia. I have reviewed the Revdex.com letter and fully understandthe consumers concerns. I have conducted a thorough review of the issues raisedby the consumer regarding...

the used vehicle purchase. The customer signed a Virginia Buyers Order Friday nightafter all the lending institutions had closed for the day. It is customary tolet the customer take possession of a vehicle after signing the agreements and thenassigning the contract to a lender when they reopen. In 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 dealership. The 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 contract. It alsostates, if the sales contract is not approved the consumer can either find analternative method of payment or cancel the agreement. We 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 answered. We 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 12 months.  The customer did return on Friday, February 21stand signed a new retail sales agreement deciding to keep the car. Sincerely,[redacted]
[redacted]

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.

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. The Finance Director did not contact me at all. There were no missed calls or messages left on my cell phone. I am near my phone 24/7. I assume these calls are recorded so I would like proof that I was contacted. I would also like to hear the phone conversation with the Finance Director and Equifax and please provide the number you called and the date. Our 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 such. Now, 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 behalf. So who's side are you on? It seems as though your business is not customer-oriented. Again, you can not choose to not take further action because YOU don't believe your salesmen committed corrupt conduct. I commend KIA Pence for trying to stand by your sleazy salesman, but his actions were immoral and dishonest. Please elaborate and I look forward to the recorded messages and this has been sent to your headquarters. This will not be closed until I am satisfied. 
Regards,
[redacted]

June 19, 2015 Revdex.com case # [redacted]   To whom it may concern: My name is [redacted]; I am the General Manager forPence Nissan Subaru Kia. I have reviewed the Revdex.com letter and fully understandthe consumers concerns. I have conducted a thorough review of the issues raisedby...

the consumer regarding the automated vehicle price quote. The customer did receive a quote on a vehicle he built onthe manufacturer’s website. It was not a specific car in our inventory or onthe Pence website. The quote also states with references ne** to the price tolook for notes. This note reads “4 This [redacted] Premium may not be available in this configuration and is notbased on an actual in-stock vehicle. Unless otherwise stated, price quoted doesnot include options or accessories. Please 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 look. While 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 Subaru. The 2015 [redacted] have been exhausted. The dealership is willing to order a 2016 SubaruForester ** at the same base price quote as the 2015. The customers quote onthe 2015 excluded tax, tags, freight, $499 processing fee and any installedaccessories the customer chooses to have on the vehicle. These details arelisted on the quote. We 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

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]

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.
I have noticed the fine prints in the original email which stated that the vehicle "may not be available in this configuration". For that reason when the dealer representative Brandon "[redacted]" H[redacted] called me, my first question was "do you have the [redacted] I specified in my request". His answer was " Yes we have what you want". Later when I went to the appointment, actually they didn't have the specified vehicle.I can not accept the offer made by the dealer. Once the trust is broken, it is hard to reestablish it. At this point, I'll take my business somewhere else, where I don't have to worry about the accuracy of the information provided to the customers.
Regards,
[redacted]

Around the first of June 2016, we were contacted by the customer by phone with a complaint about one of our salespeople. The customer stated that while her car was in the shop for service a salesperson approached her about trading her car in for another. The customer stated that she would trade in...

her vehicle if her payments didn’t go up. After 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 banks. The customer requested us to call Equifax and have the credit inquires removed. She stated that Equifax told her we could ask for the credit inquires to be removed.We contacted Equifax as our customer requested. The 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 conversation. We explained to the customer that Equifax would not remove a credit inquire unless it was a done by mistake or fraud. We told her that Equifax had notes of our conversation. The 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 unethical. The customer actually did investigate trading in her vehicle to purchase another at the dealership. In order to secure accurate payment options a customer’s credit must be checked as part of the information needed to send to lending institutions. The 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 check. Therefore, 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 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 it. That means that the boot was broke by the staff amd it was not broken before. Its also not the first time that something gets broken on one of our family cars here. One of the cars was brand new and only had 5 miles on it. I still request a refund for everything that I stated before.

Revdex.com:
I have reviewed the offer 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.
I apologize for the late reply. I was expecting a phone call or a separate email. I was not aware I had to log back in with my email address and see the follow ups to my case.The 10% over invoice alone is unacceptable. I should not have to pay anything to be honest. It would be only fair based on the experience I have gone through, but I have come to understand they are neither fair nor honorable. The paperwork and estimates they have sent only addresses their findings AFTER they went back in and properly or at least alternatively diagnosed the car. To be honest, an acceptable outcome would be if the service center waived any and all labor costs, leaving me responsible for only the parts. But I am sure that would not be an option. An excuse of not being able to foreseeing future issues is irrelevant, in that if common sense and logical deductions in regards to properly checking [all] aspects of a problematic area would have been followed there would be no future issues with the area in question. That is poor training and/or under-sight of mechanical expertise. Strangely enough, against my better judgement due to the possible further failures in the O2 Bank 2(?) area, I have driven the car this whole time. I have yet to encounter any further issues! None!? No dire consequences as a result of not putting another $3,000 into this car has yet to occur. This makes me wonder if in fact the work needs to be done or if they corrected a mistake they made the last time I had them look at the vehicle almost 2 weeks ago. Or if they have from the start had me pay for repairs that were truly not needed. It appears I will probably end up taking the car to a more refutable, competent and honest establishment that does not charge an arm and a leg to have the car service if future problems arise. Pence Nissan [service center] can chalk up another victory over swindling their [no longer] loyal Nissan owners.
Regards,
[redacted]

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 reprogramming. The Hyman Bros Nissan Service Department strives to provide quality vehicle repairs and excellent customer service. In this instance we...

did not live up to those goals. We apologize to our customer for the inconvenience that this issue may have caused. A check that covers the full disputed amount was mailed to the customer on March 2, 2018.

March 25, 2015Revdex.com case # [redacted]            To whom it may concern:My name is [redacted]; I am the [redacted] for Pence Nissan Subaru Kia. I have reviewed the Revdex.com letter and fully understand the consumers concerns. I 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 dealership. The dealership in turn refunded the customer or in this case lien holder seeing the vehicle had been financed when purchased. We strive to provide outstanding customer service and in this case should have informed the customer that the refund was going back to the lending institution. Once 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 Bros. of Midlothian Inc. DBA Pence Nissan Subaru Kia. I 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 car. This authorization is not limited to just one creditreport. The first credit report was run with an [redacted] 5.0 version that scoredthe consumer at a rate we felt comfortable the bank would agree upon. After 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 why. Thebank explained their credit decisions were made based on [redacted] 9.0 that has adifferent scoring methodology. At this point we did run the consumers creditreport in the alternate version and that scoring model resulted in a lowerscore. To be clear, both credit reports were run at the samelocation with two different accounts. The lower score was a result of differentscoring criteria’s not multiple inquires. The 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