Interstate Trailer & Equipment Company

Hello,   A resolution was made with [redacted] on 07-03-2017 and when he left our dealership that day he was happy with the resolution and knowledge of the contract purchase of their 2017 Rogue.  When it comes to the concern of income we submit to the bank what the customer puts on...

the application as far as income and employment.  We have a signed application with information of employment that customer filled out and that is the information that we sent over to the bank.   When it comes to his credit being ran more than once or twice we did have to send  it to multiple banks as we were working with challenged credit and we were trying to get him the best financing rate.  We honestly feel we did everything in our power to make this customer happy and there is nothing more that we are able to do.  His 2017 Rogue has been funded and their financial contract is with the bank not Puente Hills Nissan. [redacted]Customer Relations Manager[redacted]
[redacted]

Revdex.com:
I have reviewed the 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.
Regards,
[redacted]

The response that we received from the company does not offers a solution for the problem that resulted from [redacted] having incompetent staff working there. We were told we had 2 weeks to give the $1000 for the car. And since our complaints weren't being heard that was the only way we had to talk to somebody that could explain to us what was going on. The staff at [redacted] are so unprofessional. We are very disappointed of the way they conduct bussiness.

I spoke to the customer and he advised his concerns have been resolved as far as the warranties when he came in to rewrite. Customer missed his service appointment today but we rescheduled him for tomorrow in order to check his airbag light and radio concern. No further action required from...

Dealership at this moment. [redacted]Owner Loyalty ManagerBuena Park Nissan

Revdex.com:
I have reviewed the 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.
Regards,
[redacted]
I do not accept this proposal, first I tried to solve the problem by going personally they should solve my problem instead of accusing me of being LYFT etc ...That does not matter I bought the car with two different types of mileage. I want the CARFAX with the correct mileage.This car is giving me many problems, I bought another car at 8 months and I never had to change the brakes are in perfect condition.I'm not going to pay anything at all, besides having a very poor service they accuse me.I want it solved without paying a penny.I looked for a NISSAN store because I thought it would be well attended and would not give me problems, my mistake.Still say the car is CERTIFIED?Mileage DEALER = 44,416Mileage CARFAX = 36,714I do not indicate this store to anyone, they promise but they do not comply.Thank you

To Whom it May Concern, Since this complaint was filed we have reached out to Ms. [redacted] and decided to reimburse her for the Guardian Shield she purchased  for $1,995. The check has been mailed to her lender NMAC and should be reflected on her future balance. Please let me know if...

you have any further questions or concerns.  [redacted]Puente Hills NissanOwner Loyalty Manager

Revdex.com:
I have reviewed the 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.
Regards,
[redacted] Thanks to people that don't know what their signing or desperate to get a car their in business. Terrible customer service. In addition, you guys said you discount the vehicle. When you just move numbers around. It's like my saying 4+2=6 and 2+1+1+2=6. Hooo wow!! I gave you a discount. I will now make sure to post a video about your scam in you tube and the news.

Revdex.com:
I have reviewed the 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 business in question was the cause of this action and not being transparent and having good customer service practices that will enhance customer trust and confidence. They refused to take/respond to repeated requests to deal with the issue on a timely matter. This business is negligent in the way that they handle customers and their issues. They are not responsive on resolving disputes quickly professional and in good faith. Like I said before it took them four weeks to respond to my complaint and it's been almost three months for them to repair or try to repair the poor quality work done. For the past three months all they have done is apologize over and over but not tried to rectify the problem due to the negligence at there dealership. I notified the GM and owner via email that I or wife will be picking up my still damaged vehicle on 5/9...but after arriving at the dealership we noticed the front passenger side tire with a flat and car dirty and after bringing it to there attention of course they again try to throw the blame on us. I called [redacted],[redacted] and [redacted] and no answer so I left them all a voice message to call me and again I have not received a call back from either of them to discuss when my car will be ready to be picked up?. I feel I'm being forced to accept my car in the poor condition its in. Again I been very reasonable and patient with them and yet I been treated unfairly as a customer and as a person all I did was bring my car in for an oil change, this is not my fault in any way shape or form. I don't understand why the consumer is getting punished cause the quality of work done. They have failed to answer numerous questions I have requested and have not tried to make a good faith effort to resolve my dispute. And per Ana's previous conversations she has proposed the option of reimbursing two months of payments totaling $ 1,042.50- this does not resolve the damage not being fixed on my car and they have had possession of my vehicle for about three months. I waited patiently for them to come to a resolution and at the end I'm getting treated unfairly. One thing I want done is all optional goods and services to be fully cancelled. Since I will no longer feel comfortable taking my car to them for any further services. 
Regards,
[redacted]

Products and services were disclosed to the customer at the time of sale. Customer agreed to purchase said products and services. Contracts were signed by customer and are noncancellable however in the interest of customer satisfaction we are willing to refund the $296.00 for the [redacted] Security...

system providing that the customer return to the dealership so that we can remove our alarm system. In regards to the express code we are willing to reimburse $110.00 in the interest of customer satisfaction being that this product cannot be removed from the vehicle. Dealership is also requesting that customer remove any and all social media reviews, Yelp or other rating web sites and cease and desist any future social media postings.

Due to any miscommunication surrounding this complaint, Puente Hills Ford has offered the customer a complete detail to compensate for any inconvenience. Since this complaint, our Customer Relations Manager [redacted] has contacted the customer and the customer is satisfied.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]

Mr. [redacted],Our offer stands and is our best and final offer. We feel we have done the best we can to repair your car and rectify our mistakes and as of now, we are choosing to no longer engage nor enable any future repairs here nor elsewhere. We are still willing to make two of your payments. If you would like to move forward with this please let us know otherwise please feel free to take whichever other action you feel suits you best.   [redacted] Lucia [redacted]Brown Auto GroupOwner Loyalty DirectorOffice: [redacted]Office2: [redacted] ext. [redacted]

I would like to apologize on behalf of the Dealership for the miscommunication, not being present when the customer accepted the extended warranty I am not sure what was said. However...

we did provide the customer a pamphlet with the coverage details showing what she purchased. I left [redacted] a voicemail 1/15/16 at 5:10pm advising customer to please return my call in order to assist with the cancellation. The Dealership can cancel the warranty per the customer's request however, the payment will not lower, only the amount financed will lower. [redacted] can reach me at 714-739-0800 ext. [redacted] at her earliest convenience. Thank you, [redacted]Owner Loyalty ManagerBuena Park Nissan

[redacted]My sincere apologies. I am prepared to refund requested amount of $166.09 + tax. I will email customer with my response as well.

I would like for the dealership to show proof of the vehicle application for income which was falsified. I was promised 3 months no interest no payments, while I was in the dealership trying to speak to someone of authority to make decisions and follow through. I was met with Ismael who admitted that what  Shawny did the day of sale(false income and no payments) because the lender of our contract did not/does not accept promotional deals (BBVA COMPASS)  I then called the lender to my disappointment and dissatisfaction the income was in fact doubled. I never left Puente Hills Nissan satisfied nor happy. Because of the last visit where the dealership made out a check for June I never received a check, not even a call them pay (band aid fix) about July and Aug. The entire feeling I have of the dealership is poor. I can't believe that a GSM or Higher wouldn't have the time to speak with me. I would like for your dealership to provide proof of my income, and a written mailed apology from [redacted] cursing at me (which was done in front of my wife) these are the little things I mentioned in my original complaint. I DID NOT lrave content of the entire experience with PUENTE HILLS NISSAN That's for sure.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be...

satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]

To Whom it May Concern, After about a week of trying to get ahold of Mrs. [redacted] I was finally able to speak with her today.  I asked her exactly what happened with the Guardian Shield during her purchase and she did mention that the sales team explained Guardian Shield and  the cost of...

it to her BEFORE signing. However, because the car is about $500 more than what she believes it should have been she would like us to reimburse her for the Guardian Shield.I explained to her that we only reimburse for Guardian Shield in the rare case that the product was not disclosed at time of sale, Since this is not the case we are unable to reimburse her for Guardian Shield. We did go ahead and cancel the other products she purchased in Finance and believe the dealership has gone above and beyond in order to make her happy. We will not be able to process any further reimbursements.  [redacted]Puente Hills NissanOwner Loyalty Manager

Mr. [redacted] did not purchase anything from us therefore his accusations of being forced to do anything are simply not true. This is starting to seem like a back and forth battle and to be quite honest I'm unsure of what the problem is, he did not purchase anything from us and his account of what occurred that day differs from our sales consultant's. As we previously stated we will not be paying him for a missed days work but we would be willing to help him if he is looking to purchase another car. Sincerely,[redacted]Brown Automotive GroupOwner Loyalty DirectorOffice: [redacted] Office 2: (714)690-3100 ext. [redacted]

The Guardian Shield Protection Plan is optional and therefore, we will refund you the full amount  which is $1495 plus tax.  But the refund needs to go back to the lender which is NMAC and it will be applied toward your loan.Also the rebate of $500 was already applied on the contract under...

manufactures rebate in the down payment section of the contract.  Our General Manager, [redacted] has left you a message to discuss this matter with you but has not heard back from you.We will be glad to refund your lender the $1495 plus tax as we value your business and we are sorry that you felt deceived.Let us know.  Thank you.

Revdex.com:
I have reviewed the 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 business in question was the cause of this action.  They refused to take/respond to repeated requests to deal with the issue.  There was no inappropriate behavior caused towards the receptionist.  This business is negligent in the way that they handle customers and their issues.  Their late response is indicative of the systemic problems that plague this business.  In fact, they have never responded to the inquiry made by Nissan USA's request for information regarding the matter.This business should issue an apology immediately.
Regards,
[redacted]