JJLH of Jenkintown

To Whom It May Concern,Faulkner Nissan is not taking any further action in relation to ID# [redacted] We have assumed responsibility for the dirty driver inner door panel and driver floor mat and have already taken Corrective action at no cost to the customerWe do not hold responsibility for the passenger front window regulator failing internallyIf this had happened as a direct result of work we had done on the vehicle, and not regular Wear-and-tear, We Would of Course fix the issueSince this was unrelated to any work we had done, we cannot assume responsibility for the costWith regard to the treatment of the customer, Faulkner strictly enforces a non-discriminatory harassment policy and we have a zero tolerance drug and alcohol policyThis is enforced at the point of hire with a drug test and is enforced throughout the term of employment with the CompanyIf any employee was suspected to be under the influence of any substance, we would submit them for testingWe have no reason to believe any employee at Faulkner Nissan has been under the influence of drugs or alcohol and therefore will not be testing any employees at this timeWe also feel confident that all of our employees understand our non-discriminatory harassment policy and do not engage in discriminatory practices toward other employees or customersAt this time, the matter with Mr [redacted] ***'s insurance company is still ongoing and we will not comment on the situation to parties who are not involvedThis incident is entirely unrelated to the aforementioned customer's experience at Faulkner Nissan and we do not appreciate allegations of discrimination toward any customerWe sincerely apologize that the Customer feels So strongly about his experience at Faulkner Nissan, but we have gone above and beyond our responsibilities to take a look at the car free of charge when the Customer was dissatisfied with the cleanliness of the vehicleWe had a Technician inspect the passenger front window concern free of charge as well, but as it is impossible that it was broken while in our possession, we cannot assume responsibility for fixing it at no Cost to the CustomerFaulkner is a family company, committed to serving the needs of our customers for over years in the Philadelphia areaWe will continue to strive for excellent customer service and appreciate every one of our customers equallyAs far as we are concerned, this matter is now closed.Sincerely,James S [redacted] Service Manager

Dear [redacted] My name is Mercedes V [redacted] I am an employee of Faulkner [redacted] and the service advisor who was handling [redacted] I'm writing in reference to case ID [redacted] s [redacted] *** [redacted] original issue was that the radio cut on and off after we contacted [redacted] Technical Support we were advised that it was due to a software issue in [redacted] 's phoneThe customer was advised to unpair the phone and let us know if the issue occurred againHe immediately returned to the shop saying the issue was still present so we ordered him a radioAfter said radio was installed customer returned with the complaint that the satellite radio signal was weak at times causing Service disruptionThe vehicle was then tested by a certified [redacted] technician who did not duplicate the issueWe are able to see while test driving the vehicle when the signal gets weak from the satellite in the vehicle information systemThe only time that the satellite radio was not clear was when signal from satellite showed weakVehicle was also inspected by [redacted] Engineers for issue and they also found no problem with the vehicleAs a certified repair facility from [redacted] we are expected to follow certain guidelines and proceduresIf the manufacturer says there is no issue and we continue to repair the vehicle without authorization from [redacted] we are responsible for the cost of said repairsAs far as a dealership standpoint we have done everything possible that we can for [redacted] If the customer wishes to receive a refund from [redacted] he must file a complaint with the customer care line 1-[redacted] If you have anf further questions please fom thesitate to call or email.Thank youMercedes V

November 07, 2014In response to the above case for the [redacted] we can absolutely fix the upholstery as promisedWe need to set up an appointment for the customer to come in and meet with our upholstery guyAS far as the extended service contract we can cancel that but we would need the customer to come in and fill out and sign a cancellation formWe cannot, however, reimburse for any payments that were made on the vehicle in the pastWe can get the customer whatever monies will be owed at time of cancellation (unless it goes back to the finance company if there is still alien)We feel we did nothing wrong when we offered the extended service agreementWe offer it to every customer and we disclose what is or isn't coveredWe strongly recommend it in this customer's case because of the higher mileageWe feel we did not misrepresent the coverages and we were up front in our presentationIn the few instances that the customer has come in for service issues we never asked them to pay a dime.Sales Manager

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed as Answered] Complaint: [redacted] I am rejecting this response because: This response fails to resolve my issue concerning my broken window regulator Let me be clear, I would like to be reimbursed for the repairs and lost of time of work, for having to come back to have my car cleaned and inspectedMr S [redacted] is still very dismissive towards my concerns, as he was the minute I brought them to him initiallyMr S [redacted] states the matter concerning my friend [redacted] being falsely arrested is unrelatedWhen in fact it reflects how business is conducted at this establishmentChecking why my window was broke free of charge was appreciated but not a gigantic courtesy when it was broke while in their possessionNot even reported to me when I made payment and got my keys backI'm sorry he finds the facts are offensive, however this is businessI am dealing only with facts and have no time to manage emotional responses on this matterI am the only individual at a lost here Clearly Mr S [redacted] is incompetent in handling this issue I kindly ask that this matter be addressed to someone in a higher position with more expertiseMr Vic L [redacted] is the general managerHis number is ###-###-#### and email address [redacted] I can meet them halfway and put my lost of time to the side, however the repairs cost affects me greatly and I will not stop pursuing action until this is resolvedIf Mr S [redacted] didn't brush me off completely or met me halfway with a cheaper repair priceThis matter might have been resolvedThat's what a competent business man would have doneEspecially one in a position of leadershipAgain I deeply thank you Revdex.com for your assistance on this matter Regards, [redacted] ***

To whom it may concern, My name is James S [redacted] . I am the Service Manager at Faulkner Nissan of Jenkintown. Faulkner Nissan has replaced the windshield glass for this customer on 5/14/2016 at no charge to the customer. We have spoken to... the customer and have apologized for any inconvenience it may have caused him. James S [redacted] Service Manager at Faulkner Nissan

To Whom it May Concern,The *** *** was towed into our facility for a noise concern in the front end of the vehicleUpon Inspection of the vehicle we noticed a "bald" spare tire on the passenger rear of the vehicle and a full sire spare in the trunk with no tire on itWe performed
our check over of the vehicleWe determined the Rear Final Drive Coupling Is worn excessiveWe also determined the Transfer Case is damaged internallyThe vehicle is an All- Wheel Drive vehicleThe damage to the All-Wheel Drive and Transfer Case is caused by exposure to extended irregular wheel rotation-(wrong size tire/worn tire).We contact *** on the customer’s behalf- *** agreed with our diagnosis and denied the claim.Sincerely,

October 23, 2014In reference to the case ID *** there are things that the customer is upset about regarding the sale of the vehicleThe upholstery on the back of the seat was/is supposed to be fixedWe have to setup a time to have the customer and our upholstery
people to come inThe “*** Rebate” of $is actually a “*** ***” Rebate of $These customers were customers from the *** *** siteOur online price was $10,and they paid $10,so they were given the discount that was provided by being a *** *** memberOur Finance Managers always “strongly suggest” to get the extended coverage (especially when purchasing a used vehicle with 74k miles)They did indeed purchase the coverageI feel that we have done everything they asked of the sales deptWe have yet to fix their seat because it seems as though they don't want to do business hereWe will absolutely fix the seat as promisedP.SThe same day that the car was picked up on our lot their daughter came in to give us payment for the vehicle and hit one of our new stock vehiclesThey were very upset at the amount they were going to have to pay to fix the damage on the new vehicleSincerely,
Tim S
Sales Manager

To Whom It May Concern,Faulkner Nissan is not taking any further action in relation to ID#[redacted]. We have assumed responsibility for the dirty driver inner door panel and driver floor mat and have already taken Corrective action at no cost to the customer. We do not hold responsibility for the passenger front window regulator failing internally. If this had happened as a direct result of work we had done on the vehicle, and not regular Wear-and-tear, We Would of Course fix the issue. Since this was unrelated to any work we had done, we cannot assume responsibility for the cost.
With regard to the treatment of the customer, Faulkner strictly enforces a non-discriminatory harassment policy and we have a zero tolerance drug and alcohol policy. This is enforced at the point of hire with a drug test and is enforced throughout the term of employment with the Company. If any employee was suspected to be under the influence of any substance, we would submit them for testing. We have no reason to believe any employee at Faulkner Nissan has been under the influence of drugs or alcohol and therefore will not be testing any employees at this time. We also feel confident that all of our employees understand our non-discriminatory harassment policy and do not engage in discriminatory practices toward other employees or customers.
At this time, the matter with Mr. [redacted]'s insurance company is still ongoing and we will not comment on the situation to parties who are not involved. This incident is entirely unrelated to the aforementioned customer's experience at Faulkner Nissan and we do not appreciate allegations of discrimination toward any customer.
We sincerely apologize that the Customer feels So strongly about his experience at Faulkner Nissan, but we have gone above and beyond our responsibilities to take a look at the car free of charge when the Customer was dissatisfied with the cleanliness of the vehicle. We had a Technician inspect the passenger front window concern free of charge as well, but as it is impossible that it was broken while in our possession, we cannot assume responsibility for fixing it at no Cost to the Customer. Faulkner is a family company, committed to serving the needs of our customers for over 80 years in the Philadelphia area. We will continue to strive for excellent customer service and appreciate every one of our customers equally. As far as we are concerned, this matter is now closed.Sincerely,James S[redacted]Service Manager

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
 Complaint: [redacted]
I am rejecting this response because:     
This response fails to resolve my issue concerning my broken window regulator.  Let me be clear, I would like to be reimbursed for the repairs and lost of time of work, for having to come back to have my car cleaned and inspected. Mr S[redacted] is still very dismissive towards my concerns, as he was the minute I brought them to him initially. Mr S[redacted] states the matter concerning my friend [redacted] being falsely arrested is unrelated. When in fact it reflects how business is conducted at this establishment. Checking why my window was broke free of charge was appreciated but not a gigantic courtesy when it was broke while in their possession. Not even reported to me when I made payment and got my keys back. I'm sorry he finds the facts are offensive, however this is business. I am dealing only with facts and have no time to manage emotional responses on this matter. I am the only individual at a lost here.  Clearly Mr S[redacted] is incompetent in handling this issue.  I kindly ask that this matter be addressed to someone in a higher position with more expertise. Mr Vic L[redacted] is the general manager. His number is ###-###-#### and email address [redacted].  I can meet them halfway and put my lost of time to the side, however the repairs cost affects me greatly and I will not stop pursuing action until this is resolved. If Mr S[redacted] didn't brush me off completely or met me halfway with a cheaper repair price. This matter might have been resolved. That's what a competent business man would have done. Especially one in a position of leadership. Again I deeply thank you Revdex.com for your assistance on this matter.
Regards,
[redacted]

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because:
1. The selling of the extended warranty to us was a misrepresentation, dishonest and predatory
2. The dealer clearly is dissembling as regards their reason for not repairing the upholstery as promised. It was not because we "didn't want service at Faulkner Nissan." Indeed, we have had two repairs in a short period of time at Faulkner Nissan, so their claim is not factual or otherwise based in reality. They actually told my wife that, after emails from the actual sales professional that confirmed the repair was supposed to happen, they were not obliged to repair the upholstery. In other words, they are lying.
Here is the minimum I would consider to be acceptable:
Repair the upholstery as promised by Faulkner Nissan
Cancellation of the extended warranty with a refund of the payments. The extended warranty was misrepresented by the finance person and every time we present an issue with the car, Faulkner Nissan minimizes its severity and tries to not have to repair anything. In both cases, major repairs were indeed required.
Regards,
[redacted]

To whom it may concern,Mr. [redacted] had his vehicle in for service on 8/31/2016 for replacement of the driverside front axle due to a separated boot. The condition of the interior of the vehicle was poor. We replaced the driver side front axle and called Mr. [redacted] to let him...

know the vehicle was completed. When Mr. [redacted] picked up the vehicle, he stated that the driverside front carpet and driverside front interior armrest was dirty. We immediately cleaned the driverfront carpet and driverside front armrest. He then stated that his passenger front window was stuck open approximately Winch and not operating. We took a brieflook at the operation of the passenger front window and confirmed. We explained to Mr. [redacted] that the failure of the passenger front window has no relation to the replacement of the driver front axle. Mr. [redacted] then stated that the cleaning of the driverside front carpet and armrest was not satisfactory to him. I explained to him that I would be more than happy to diagnose the failure of the passenger front window at no charge to him but unfortunately there was not enough time left in our working day to do it. Mr. [redacted] picked up his vehicle at 5:08pm on 8/31/16. We did not finish discussions about these concerns until 5:40pm on 8/31/16. This would only allow 1 hour and 20 minutes diagnosing his window concern and we close at 7pm on Wednesday. We Continued Conversation about when Mr. [redacted] could return his vehicle so we may have the detailer clean the driverfront carpet and armrest. We would also have a certified technician diagnose his passenger front window concern. These concerns would be no charge to the customer. Mr. [redacted] agreed upon bringing the vehicle in on 9/2/16.Mr. [redacted] returned on 9/2/2016 at 10:22am. We immediately got his vehicle into the service repair shop to start his FREE diagnosis of the passenger front window failure. We removed the passenger front inner door panel and performed our electrical diagnosis. We found that the passenger front window regulator has an internal failure. We reinstalled the passenger front inner door panel. We Secured the window as best as possible and also put the window up as far as we could. The vehicle then went to my detailer. The detailer steam cleaned the driver front carpet and inner armrest. The detailer finished a spoke to Mr. [redacted] about the failure of the passenger front window regulator. Supplied him an estimate for repair. I explained to Mr. [redacted] again that the replacement of the driverside axle has nothing to do with the failure of the 8 year old passenger front window regulator. The total time spent on Mr. [redacted]s' visit on 9/2/2016 was 1 hour and 55 mins.Faulkner Nissan is not liable for failure of an 8 year old window regulator that had nothing to do with the replacement of the driver front axle. We were at fault for the dirty carpet and armrest which we took care of. We also performed diagnosis of the passenger front window concern at No cost to the customer. We normally charge $124.95+tax for diagnosis. I also supplied computer Scanned copies of the 2 repair orders. Thank you for your time.

Dear [redacted]My name is Mercedes V[redacted] I am an employee of Faulkner [redacted] and the service advisor who was handling [redacted]. I'm writing in reference to case ID [redacted]s 2015 [redacted]. [redacted] original issue was that the radio cut on and off after we...

contacted [redacted] Technical Support we were advised that it was due to a software issue in [redacted]'s phone. The customer was advised to unpair the phone and let us know if the issue occurred again. He immediately returned to the shop saying the issue was still present so we ordered him a radio. After said radio was installed customer returned with the complaint that the satellite radio signal was weak at times causing Service disruption. The vehicle was then tested by a certified [redacted] technician who did not duplicate the issue. We are able to see while test driving the vehicle when the signal gets weak from the satellite in the vehicle information system. The only time that the satellite radio was not clear was when signal from satellite showed weak. Vehicle was also inspected by [redacted] Engineers for issue and they also found no problem with the vehicle. As a certified repair facility from [redacted] we are expected to follow certain guidelines and procedures. If the manufacturer says there is no issue and we continue to repair the vehicle without authorization from [redacted] we are responsible for the cost of said repairs. As far as a dealership standpoint we have done everything possible that we can for [redacted]. If the customer wishes to receive a refund from [redacted] he must file a complaint with the customer care line 1-800[redacted]1. If you have anf further questions please fom thesitate to call or email.Thank youMercedes V

To whom it may concern,
My name is James S[redacted].  I am the Service Manager at Faulkner Nissan of Jenkintown. Faulkner Nissan has replaced the windshield glass for this customer on 5/14/2016 at no charge to the customer.  We have spoken to...

the customer and have apologized for any inconvenience it may have caused him.  
James S[redacted]
Service Manager at Faulkner Nissan

November 07, 2014In response to the above case for the [redacted] we can absolutely fix the upholstery as promised. We need to set up an appointment for the customer to come in and meet with our upholstery guy. AS far as the extended service contract we can cancel that but we would need the customer to come in and fill out and sign a cancellation form. We cannot, however, reimburse for any payments that were made on the vehicle in the past. We can get the customer whatever monies will be owed at time of cancellation (unless it goes back to the finance company if there is still alien). We feel we did nothing wrong when we offered the extended service agreement. We offer it to every customer and we disclose what is or isn't covered. We strongly recommend it in this customer's case because of the higher mileage. We feel we did not misrepresent the coverages and we were up front in our presentation. In the few instances that the customer has come in for service issues we never asked them to pay a dime.Sales Manager

Review: We purchased a used [redacted] from Faulkner Nissan. There are several issues and concerns:

1. At the time of purchase, we pointed out the torn upholstery on the back seat and were told that that would be scheduled for repair. It has yet to be scheduled or repaired; no one will call us back on that.

2. We were supposed to have had $250 taken off the price as per a [redacted] Insurance rebate; that was not applied, we have come to find

3. When we purchased the vehicle, their finance person strongly suggested purchasing the extended warranty coverage. We were skeptical, and he said "What happens if the key becomes defective?" I didn't think that likely, but we went with the coverage anyway. Sure enough, the key has failed less than a month after purchase. They are not honoring the agreement to replace it under coverage. Again, that was the specific example we were provided as a reason for purchasing the extended warranty.

4. They have largely been non-responsive and/or dismissive to our concerns. The day after purchase, we had to return the car because of an engine problem. Soon after that, another issue came up and my wife was told "that noise is normal; all [redacted] do that." Not true; it required additional work that took several days to complete. We have met with their manager who was not helpful.Desired Settlement: Given the poor service, lack of communication, and multiple problems with the car, we would like to simply return it. We have owned it just over one month and in that time we have had two major services, a failed key that they now claim is not warrantied, and a new noise when the car goes into reverse.

Business

Response:

October 23, 2014In reference to the case ID [redacted] there are 3 things that the customer is upset about regarding the sale of the vehicle...1. The upholstery on the back of the seat was/is supposed to be fixed. We have to setup a time to have the customer and our upholstery people to come in.2. The “[redacted] Rebate” of $250 is actually a “[redacted]” Rebate of $150. These customers were customers from the [redacted] site. Our online price was $10,880 and they paid $10,739 so they were given the discount that was provided by being a [redacted] member.3. Our Finance Managers always “strongly suggest” to get the extended coverage (especially when purchasing a used vehicle with 74k miles). They did indeed purchase the coverage...I feel that we have done everything they asked of the sales dept. We have yet to fix their seat because it seems as though they don't want to do business here. We will absolutely fix the seat as promised...P.S. The same day that the car was picked up on our lot their daughter came in to give us payment for the vehicle and hit one of our new stock vehicles. They were very upset at the amount they were going to have to pay to fix the damage on the new vehicle.Sincerely,Tim SSales Manager

Consumer

Response:

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

Review: [redacted]

I am rejecting this response because:

Review: I took my car in for a repair covered by the extended warranty on my vehicle. While replacing the radio the dealer damaged my dash (scratches and scuffs). They agreed to repair the 2 pieces of dash trim that were damaged. When I brought the vehicle back in for repair they damaged the dash even more than it was the first time! The service guy took me out to show me the damage that was apparently there when I brought the car in. I told him they definitely were not and seeing as the scratches went from parts not replaced onto the new parts (yes they even scratches the new parts they installed that day!) I was already late for work due do them so I told them I would call them later about it. My phone calls were all put through to voice mail and my calls were never returned! This is the sort of work I would expect from a local stereo shop, not a certified Nissan. I contacted Nissan Corporate and they contacted the dealer. The service manage was told twice to call me by corporate. He did not and they advised me to take farther action by filing this complaint.Desired Settlement: I would like the repair to be done. Just because you replaced two parts of my dash you damaged doesn't make it all of a sudden ok that you damaged another. I would prefer the work be done at another dealership.

Business

Response:

[redacted] was in April for a radio complaint and we ordered a new unit. He returned in May to have replaced and when he picked his vehicle up on the 7th of May had stated he saw damage to surrounding trim. [redacted] his advisor had recalled seeing the damage prior but after speaking with the service manager [redacted], the Service department agreed for customer satisfaction to replace the trim pieces at no charge. [redacted] also had requested the old trim pieces back from us that were replaced ( again as a goodwill gesture since he was not paying any parts removed belong to the dealership) He stated he wanted to keep to refinish and use in the future. Since then [redacted] has stated he did not recieve any messages from [redacted] regarding this issue. I have not recieved any messages other than emails from Nissan consumer affairs regarding the issue asking what the vehicle status was and my reply to them was that as far as we knew the car was good as we had not heard anything back from [redacted] untill now. I will contact [redacted] to see if there is a resolution to this matter but up to this point we have been more than accomodating.

Regards ,

Service Manager Faulkner Nissan of Jenkintown

Consumer

Response:

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

Review: [redacted]

I am rejecting this response because:

Regards,

The damage was clearly from the radio install and was not there prior to me bringing the car in. I left [redacted] a voicemail and he never returned my call. Nissan Corporate called the service manager two times and asked him to call me (if you don't believe me call Nissan Corporate). The service manager has still has not called me a week after his response on here. [redacted] knew the damage was new which is why he "wanted to run it by me" before I left. I left telling [redacted] I would try to touch up the damage but if I could not I would call him (They had already had me late for work so I didn't have time to deal with it). I tried to match the dash paint but it is still very visible damage. The was a mistake obviously because when I walked out the door they wiped their hands clean. The "new" panels are damaged from them installing them so your really going to try to tell me my dash was damaged before the install when you clearly damaged it trying to fix the problem.They also never sent me an invoice for the repair as promised (Obviously because they are don't want me to have documentation of it for when I take them to small claims court). At this point I would never return to this dealer but if they want to avoid small claims they could have the part sent to another local dealer that knows how to work on Nissan car's without damaging them.

Business

Response:

Service manager spoke with [redacted] and will repair damage . Have an interior guy that repairs which would negate the removal of any additional panels.

Regards,

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

Regards,

Review: [redacted] claim the spare tire I had on my 2011 [redacted] for two days caused damage to transfer case and they are denying my claim I bought the vehicle may 2013Desired Settlement: My vehicle fixed or a replacement.

Business

Response:

To Whom it May Concern,The 2011 [redacted] was towed into our facility for a noise concern in the front end of the vehicle. Upon Inspection of the vehicle we noticed a "bald" spare tire on the passenger rear of the vehicle and a full sire spare in the trunk with no tire on it. We performed our check over of the vehicle. We determined the Rear Final Drive Coupling Is worn excessive. We also determined the Transfer Case is damaged internally. The vehicle is an All- Wheel Drive vehicle. The damage to the All-Wheel Drive and Transfer Case is caused by exposure to extended irregular wheel rotation-(wrong size tire/worn tire).We contact [redacted] on the customer’s behalf- [redacted] agreed with our diagnosis and denied the claim.Sincerely,

Review: On April 28,2014 my car was tow to [redacted] due to not starting up and smoking..I related all information about my car to [redacted] services assistant at [redacted].. On April 29th [redacted] called me back at stated that my car was perform a multi point inspection and the only problem was that was AC amplifer unit blew out and it cost 600.00. On April 30th,2014 I told [redacted] that they can installed the Ac amphilifer in which they said my car needed ... Services was done I thought..On May 2,2014 I pick my car up from [redacted] drove around for two hours park in lock garage.On May 3,2014 I awaken by smoke coming through my bedroom window. I ran downstairs in the basement was fill with smoke ran outside and noticed the smoke was coming from the garage. I proceded to open the garage door and then notice my car was on fire. Fire company called and put out the inflame car. Police report and fire report completed..I know they didnt do a complete inspection on my car like they said and if any problems why they didnt write any recommedation on my receipt. They dont want to take responsibilties. My car was [redacted] 2004.Desired Settlement: I would like my car replace,money for the repair and clothes and shoes was damage my car.

Review: Faulkner Nissan took advantage of me and cheated me when I traded in my car for a new car. I traded in a1995 Ford Escort with 154,000 miles which was in good condition. When I got home, I checked the [redacted] Book value. The [redacted] book list the trade in value for a 1995 Ford Escort as $1,950.00 with 154,000 miles and in good condition. Falkner only gave me $200.00. Faulkner never checked the blue book value, any other book, or any other source while I was in the dealership to determine a fair trade in value. A few days after the car trade in, I called Faulkner and filed a complaint with Nissan customer service. No one contacted me about the trade in value. I feel like Faulkner Nissan took advantage of me because I was a naive single female buying a new car alone. Nissan never looked up the trade in value on line or in any book or source. Nissan just gave me an arbitrary amount. I was overwhelmed with the car buying process and felt helpless as to arguing about the price with the salesperson.Desired Settlement: The [redacted] Book list my trade in value as $1950.00, Nissan owes me $!,750.00 since they only gave me $200.00 for the trade in value.

Business

Response:

Faulkner Nissan's response to the consumer's complaint is this:

My Sales Manager and Sales Consultant were helping [redacted] purchase a New Nissan. We disclosed the price of the New Vehicle as well as the Market Value for her trade. The $200 we gave her was the wholesale market value of the Ford.

[redacted] did not negotiate or haggle over the trade value when presented to her. Faulkner didn't realize she had a problem with the amount for her Trade, until my Sales Consultant called to follow-up with [redacted], and then she expressed concern about it.

Then the Sales Manager reached out to Ms Holloman expressing his concern for her car buying experience. In Fact, in an act of Goodwill, the Sales Manager offered 2 extra years of Maintenance at No Charge to the customer. She accepted at first, only to call back the next

day to say that wasn't acceptable, still insisting on more for the trade. The Sales Manager advised her that we couldn't give her any more money for the trade.

Then her other problem was the registration of the vehicle. There was a delay in getting the registration from the DMV to her. She was blaming Faulkner for that as well. In this situation, the state requested [redacted]'s Social Security # to complete the registration

paperwork, as the State of ** requires. She refused to give us that information the first few times we asked, thus holding up the registration of her vehicle.

I feel that we did nothing wrong or unethical in our dealings with [redacted]. We were very upfront and responsive to her, and by no means did we pressure her to accept the Trade Value.

The Sales Consultant and the Sales Manager continued to follow-up with [redacted], until she would no longer get back to them. Faulkner prides itself on customer follow-up, open communication, and making ammends, if we feel something on our end went wrong.

However, in this set of circumstances the Faulkner staff did everything they could do in trying to make [redacted] happy with her purchase and car buying experience.

Regards.

[redacted] General Manager

Faulkner Nissan of Jenkintown

[redacted]

Consumer

Response:

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

Review: [redacted]

I am rejecting this response because: Faulkner states, that I was given, “Market Value for her trade. The $200 we gave her was the wholesale market value of the Ford.” This is false. Faulkner does not support this with any facts from [redacted] or [redacted]. If anybody checks the market value or wholesale price, they would question Faulkner’s integrity! Again, this $200.00 was an arbitrary number. No one from the dealership ever looked at or inspected the Ford. The market value for the Ford according to [redacted] book is $1,950.00. Junk car dealers give $300-$700 for junk cars. My car had no dents or rust. It was not a junk car and was worth more than $200.00.

It is not often that I become frustrated enough with a Sales Consultant ([redacted]) to write a letter or file an official complaint. I thought being taken advantage of from a Car Sales Consultant happened to other people. However, as a novice car buyer, female, and alone at the dealership, unethical methods were used that I thought I had no control over. I am far from knowledgeable about buying a new car and how to trade in an old car. Because of this, I relied on [redacted], Sales Consultant, to provide accurate information about car trade value.

Faulkner also states, “ [redacted] did not negotiate or haggle over the trade value when presented to her. Faulkner didn't realize she had a problem with the amount for her Trade, until my Sales Consultant called to follow-up with [redacted], and then she expressed concern about it.” Faulkner is right; I did not negotiate or haggle over the trade value because I trusted that [redacted], Sales Consultant, was being fair. I was one hundred percent wrong.

When I took the car, I immediately told [redacted], Sales Consultant, I was not happy with trade value. [redacted], Sales Consultant, response was refer customers to us and you can get I believe he said $100.00 for each referral.

I did not wait until he called to express my concern. I just expressed it again. [redacted], Sales Consultant, did not call to follow-up with me; he called because he did not properly complete paper work for the car registration to be sent to me.

As far as the car registration, I did blame Faulkner because all the paperwork should have been completed before I left the dealership. I did not refuse to give my social security number the first few times. When [redacted], Sales Consultant, called me three weeks later and made it clear that he needed my social security number to process my registration, I gave it to him with no hesitation. When I questioned [redacted], Sales Consultant, why this did not happen when I bought the car, he hung up the phone on me. Faulkner did send an apology letter to me for the registration problems [redacted], Sales Consultant, caused.

The apology letter is on file at the Revdex.com (Revdex.com).

I initiated and suggested to [redacted], Sales Consultant, that I be compensated in some way for trade value. I suggested additional years of car maintenance. [redacted], Sales Consultant, said he would speak to sales manager. Since this is a new car, the only maintenance would be mostly oil changes which was worth about $200.00; I declined because again, I was getting a bad deal.

I still feel that [redacted], Sales Consultant, was unethical in his dealings with me. He was not upfront.

The Sales Consultant, [redacted], and the Sales Manager did not continue to follow-up with me. They did not send one e-mail. If Faulkner prides itself on customer follow-up, open communication, and making amends, then there is an opportunity for Faulkner to make this situation fair and right.

However, in this set of circumstances, the Faulkner staff did not do everything they could have done to make me happy with my car buying experience.

Regards,

Business

Response:

To Whom It May Concern:

I pride myself on doing the right thing when it comes to customer service. I have watched as my sales managers have tried to make [redacted] happy. The vehicle was a 1995 Frod Escort stick shift that fair condition in [redacted] Book (trade value) is $350 without deductions ( I have attached a copy). Purchasing a vehicle and trading a vehicle is a negotiation that has to be agreed upon by both parties. I would think that if [redacted] drove from [redacted] that we gave her an incredible deal. I wholesaled her vehicle and made $150 which is a loss when you factor in administration and processing costs. This transaction was more than fair and I would be happy to show [redacted] my details if she would like to come to the dealership and view my records.

At this point it is costing me and the dealership money spending this much time on a more than fair deal that we provided [redacted]. Please close this case out and move on. We don't get ranked # 1 by customers and non purchasers for "Trust and Honesty" by doing the wrong thing.

Regards,

President/ General Manager

Faulkner Nissan

Consumer

Response:

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

Review: [redacted]

I am rejecting this response because:the response made by the business does resolve this complaint. The sales manager states, “I pride myself on doing the right thing when it comes to customer service. The sales manager cannot pride himself on customer service in this particular situation until he does the right thing. The sales manager has not done anything to make this situation right. The sales manager has not tried to make me happy. The sales manager has not initiated any offer to make this a fair deal in any of the communications to the Revdex.com and myself. The price for a 1995 Ford Escort in the [redacted] Book Retail from $1,750–$2,150 (2 Ford Escort Book Values attached). To get only $200.00 is not a fair wholesale price. After checking the Black Book, I know that the wholesale price is way more than $200.00. This case should not be close because Faulkner is giving a false impression that they tried to make me “happy.” This was not a fair deal. I believe the sales manager should give me a fair deal.

P.S. Attachment that you sent was not readable. It was foreign text.

Regards,