John Amato Nissan, Inc

Review: Dear Mr. [redacted] and Mr. [redacted],

I wanted to take a few minutes to tell you that I had a terrible experience at Amato Automotive Group located at: [redacted]. First, I had an appointment to test drive a 2010 Mazda on July 8, 2013 at 6:30 P.M. The sales associate, [redacted], had about a month experience working for your organization. Not only did she have little to no knowledge about the car - it didn't even start when I proceeded to test drive it. [redacted], said, "This happens all the time." My response to that is if it happens all the time that is a problem in both sales and service. Or is this simply a sales gimmick? When you know a customer is coming in, I believe good customer service is to make sure that car is running and ready to go, have some knowledge about that car, and have the car fax report ready. Next, they took my vehicle and appraised it while they supposedly charging the battery on the car I wanted to test drive.

Finally, after about a half hour of waiting to test drive the vehicle, Mr. [redacted] comes back with a price on my trade-in that was almost $2000.00 below a fair Kelly Bluebook value on my 2005 Nissan Altima. I proceeded to show him another offer from a near-by dealership for $5000.00 for my trade-in. He then offered $4500.00 upon returning from the test drive. I still wanted $5000.00 as I have a nearly perfect credit score and that would have been a fair trade-in per Kelly blue book. However, by this time it was getting late and I wanted to purchase the 2010 Mazda, and he ([redacted]) proceeded not too budge the $500.00 to get it where I wanted it to be as your ad says when you call your dealership. Then [redacted] said, "Come back Saturday, July 13, 2013. I will get the car detailed, get you an extra key, and throw in a battery. Bring your extra key for the Altima."

The finance manager said, "Well, [redacted] would have budged the $500.00 if you were the right person. The finance manager also commented on how high and simply excellent my credit score was, too!"

I came back Saturday, July 13, 2013, with my extra key for my trade-in. Again, my experience was a complete disaster! The key they promised me was not available because nobody bother to inquire with customer service for the 2010 Mazda. Why can't your managers or sales associates ask about an extra key, before the customer arrives, when again I had an appointment for the detailing at 10:30 A.M.? After arriving with my six-year-old daughter, we walked towards for [redacted] for a nature walk. [redacted] called to inform me, "Sir, I am sorry but one of our technicians backed your car into something and the rear bumper is damaged!"

Wow, this was the icing on the cake! I then proceeded to speak with [redacted], who looked like and acted like a young person that lacked empathy or concern. I advised that they have a mentor-training and review customer service procedures from the time a customer arrives to when he or she picks up a vehicle. I advised safety and better training for the sales and service department to make sure that vehicles are handled with care and are in working order when consumers want to test drive them. I asked Mr. [redacted] for some money to take my daughter out to lunch. With a rude look he replied, "I need a receipt." Upon returning, Mr. [redacted] offered a one year then a two-year service plan to make-up for my poor service. He did reimburse me for lunch when I provided the receipt.

Now I have a rental until Thursday...I asked that [redacted] return my 2010 Mazda to me at 6:30 P.M. I sure hope that an experienced driver returns it and that you take the opportunity to look into customer service policies and procedures. I went to this dealership because my grandfather had a great experience with [redacted], a former employee. I mentioned Mr. [redacted] to [redacted] and he replied, "That guy is in [redacted] and I am the manager now, in a rude tone, during negotiations of the purchase."

I spoke with [redacted] at the Mukwonago office and I wanted to let you know that you do have professionals in your company. I would recommend getting someone a little older to retrain the customer services sales, service, managers and GM at your [redacted] location. After this experience, I can honestly say that I may never buy another Nissan or Mazda again. Perhaps, you should call up [redacted], from [redacted] and have him to a training in-service? When my grandfather purchased his vehicle he was taken out to lunch on [redacted]....What happened to good customer service?

Today is my birthday and I was hoping to have a decent car in the near future. I only closed on the deal with the Mazda because I was taking a client out to lunch the next day, the 9th of July, in Madison. I would not have had to come in for detailing if Mr. [redacted] would have come down the $500.00, had the extra key available, and simply thrown in the battery the night of July 8, 2013. Then my car wouldn't have been damaged by your service department ( a young kid was driving very fast and recklessly) this past Saturday.

I would like you to mail a check to me for $500.00 to: [redacted] for all of the problems and hassle this has been. Please also stop in possibly go undercover and see what kind of service goes on in [redacted]. I would be interested if you would compare the customer service of the [redacted] to the [redacted] office in customer complaints both internally and through the Revdex.com.org.

Thank you and I look forward to your prompt response. I hope to have my vehicle returned accident free on time this Thursday, July 18, 2013: with an extra key, new battery, fixed bumper, receipt for the two year service plan, and its clean.

Thank you,

Mr. [redacted]Desired Settlement: I would like you to mail a check to me for $500.00 to: Mr. [redacted] for all of the problems and hassle this has been; as that would be a fair trade-in value that I originally requested before all of this trouble happened last Saturday. I hope to have my vehicle returned accident free on time this Thursday, July 18, 2013: with an extra key, new battery, fixed bumper, and receipt for the two-year service plan, and its clean.

Business

Response:

We replaced damaged rear bumper with new bumper. We replaced faulty battery with new battery. We provided a loaner car to [redacted] to use during repair. No charge. We issued a 2 year service package/no charge (retail value $229) We cut a second key and programmed/ no charge. (retail value $279) We delivered the car to [redacted]'s place of business. Customer is satisfied.

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.

Review: I purchased a pre-owned vehicle with 32,037 miles on it. I was informed that it was still under manufacturer warranty as well as Amato's warranty forever, as long as required service is maintained on the vehicle. Since I purchased the vehicle at over 32,000 miles, I assumed that the 30,000 mileage service had been completed prior to my purchase. After driving the vehicle for just over a month, I received notification from Amato that I was over on my 30,000 mile maintenance, and needed to have it completed by the end of December to maintain my warranty forever coverage. The fact that the vehicle was over it's maintenance schedule and would need $400 worth of work immediately should have been disclosed at the sale.Desired Settlement: Amato should completed the work without charge to me and should be required to disclose this information for future purchases.

Business

Response:

We have contacted Ms [redacted] and explained that the maintenance is not required to be done to maintain warranty coverage. And she is satified with our resolution.

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, if the information provided within the phone call I received is accurate. [redacted] from the service department at Amato called and said the information provided to me in December was not correct. I was told I had to have the 30,000 mile maintenance package completed by the end of December to maintain my Warranty Forever coverage through Amato. [redacted] indicated that I only need to have an oil change completed with 4 months of purchase to maintain the Warranty Forever coverage.

Because of the inaccurate information I received from the service department in December, I would prefer that Amato provide written confirmation that that information is incorrect, and my Warranty Forever coverage is intact.

Review: I purchased a 2012 Hyundai Electra on 6/29/2015. I was sold extra services not really necessary. For example "Dealer Ding Shield" for $499.00. A tire & Wheel care $499.00, a service contract $2498.00, gap protection $799.00, credit life insurance $568.34, and credit accident and sickness insurance $563.83. After careful review of the bill of sale I realized I had been taking for ride. So on 7/27/2015 I went back to the dealership and asked Mrs. Lisa Hughes, the loan manager to cancel all the extras stuff. She did cancel: Tire and wheel care, service contract care, gap protection. However she refused to cancel the ding shield. We were never informed of any clear coat been applied to the car prior to the delivery of the car.Desired Settlement: I really need to be credited for ding shield charge of $499.00.

Consumer

Response:

I really need to be credited for ding shield charge of $499.00.

Business

Response:

To Whom It May ConcernWe have reviewed the complaint and our paperwork for this transaction. All of the products available to Mr [redacted] were clearly presented along with the costs and benefits of each product. Mr Koman and his co-buyer each signed off on accepting (purchasing) the referenced products in his complaint. It is our policy to not refund the xzilon product,but we will make an exception for Mr [redacted] as a gesture of customer goodwill.thanks[redacted]

Review: I purchased a used car from John Amato 4-24-12 and was able to purchase their 'Warranty Forever'. I knew I had to have all maintenance done at one of their dealerships & when they were due. I chose the one closest to my home. At first I got reminders of oil changes & other things around the time they were due.I have had all my service done there. I have no idea what services are due when you get to certain mileages. Sometimes I was told when I came in for an oil change, then I would go ahead with whatever was due.On 11-26-14, I was having problems and went there before leaving town. They said that the head gaskets were bad and I shouldn't drive it until it was repaired. They couldn't get the insurance co. to responde because of the holiday. On Monday I called and they had no response. On Wednesday I went in and they said that they wouldn't cover it because I was 1 or 2 weeks late for an oil change & it would cost $1600 to repair.I have only driven my car a few times since when absolutely necessary because I don't have the $ to repair it.Today I went in and talked to the [redacted]. He checked out my account and said that my warranty is void because of a late oil change. He also gave me a printout of the Claim Denial Summary.It states that there is a missed special service: At 102,000 miles it was due for replacement of the timing belt.It says nothing about the oil change being late. Until today I NEVER heard anything about a timing belt.When I talked to the [redacted] today, I stated that they used to send reminders of services that were coming due and that other than them telling me somehow, I did not get anything that said what services were due and when. I also said maybe they don't send any reminders or tell you when you come in that things are due so that you void your warranty without knowing it.He told me that the repairs would be $1650, but he would do it for $1500.Desired Settlement: I was hoping that they would split the cost with me but he only offered to go down to $1500. I did get a quote from a auto shop that I have used for 40 years of $1200.Now that I see it was denied because of the timing belt that I never heard about, I know that they do these things purposely. If not, they should make sure their service people notify all customers of what is due and when. They should also give you something that tells you when things are due or send reminders like they used to.

Business

Response:

Dear MS [redacted]

When you purchased your vehicle from Amato it came with a lifetime powertrain warranty. The warranty was given to you at no cost to you. The Warranty if is done through a third party company and it is not Amato. Warranty Forever said they would cover the repairs on your vehicle per contract guidelines. The contract requires that you maintain your vehicle according to your owners manual or edmunds.com. According to the agreement you have 6 months or 7,500 miles to perform your maintance on the vehicle. According to the records we have you exceeded that. I have attached the records, and warranty forever has no preauthorizations in the system. Unfortunately we cannot reverse their decision since they are a different company. You are Amato's customer and we are willing to match the repair estimate from your shop for the repairs. We would like to repair your vehicle since the warranty company would have paid us to do the repair.Please let us know if we can be of any assistance.

Consumer

Response:

Review: I purchased a used vehicle at John Amato Nissan on 11/18/13 that included a "Warranty Forever" and was told that I could bring the car back to the dealership "for any issues involving the engine, .transmission, drive axle, fuel pump, even seals and gaskets included in a covered component" (per Amato Nissan's website). This was verified by the sales representative as well as the finance manager. Upon driving away from the dealership after delivery, a "knocking" noise could be heard coming from the engine compartment. I took the car to [redacted] for a multi-point vehicle inspection and was told that the right side engine mount was leaking. A service appointment was made at Amato Nissan one week after the car was purchased on 11/27/13 to have the engine mount repaired and was told by the [redacted] that I would have to drive the car with a bad engine mount for four months in order for the repair to be covered. I was not offered the opportunity to pay for the repair myself nor was I given any other form of resolution to solve the problem. Driving a car with a loose engine mount can potentially cause damage to other components and further cost to me as the owner of the vehicle.Desired Settlement: I would like to have the engine mount replaced by the dealership or be reimbursed for the cost of having it repaired at another service department.

Business

Response:

We contacted Mr [redacted] and we are going to repair his vehicle when the part comes in at no charge

thanks

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.

Review: I purchased a vehicle from John Amato Nissan on 1/18/2013. I have no issue with their service or the vehicle purchased. However, I do have an issue with the Gap insurance and extended warranty I purchased on that same day. I decided right away that I did not need the Gap insurance or the extended warranty purchased on that day. So I went back to John Amato Nissan on 1/20/2013 and cancelled both the extended warranty and the GAP insurance (in which I have copies of). I cancelled right away and I'm entitled to a full refund. I was told that it takes about 4-6 weeks for the monies to be forwarded to the vehicle's finance company. I have been checking my vehicle's finance company account and no credit seen as of current date. It has been 10 weeks and I am still waiting for the refund.Desired Settlement: I would like the $1700.00 for the cancellation of extended warranty and the $629.00 for the cancellation of the GAP insurance given to my vehicle's finance company [redacted] ASAP.

Business

Response:

Dear [redacted] ,

I'd like to reply on complaint #[redacted] for [redacted]. According to our investigation warranty was canceled but not gap.

For some reason warranty cancelation didn't reach [redacted]'s bank. By tomorrow, we are going to cut the check and mail it

to [redacted].

Sincerely,

John Amato Nissan

Business

Response:

I verified with my office manager and check for $2329 ( 1700 warranty and 629 gap) went out to [redacted] bank. Should be applied shortly

Thank you

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. It is unfortunate that I had to use the services of Revdex.com as a way to get a swift response from what I though was a reputable company. Hopefully, John Amato-Nissan will [redacted] do what they say they're going to do and truly send the check to the bank this time. Thank you Revdex.com for the remarkable service you provide and helping people/companies resolve issues.

Regards,

Review: On 11/18/2013, I purchased a vehicle from John Amato Nissan. The financed balance that is listed on the sales agreement of $8349.17 included additional insurance policies that I did not want: a road hazard plan for $805.00, a credit life insurance policy for $205.53 and a credit accident & sickness insurance policy for $302.02 for a grand total of $1,312.55. These policies were cancelled on 11/21/2013 and I received copies of the cancellation forms signed by [redacted], the [redacted]. Per [redacted] and the cancellation forms, I was told to allow 3-4 weeks for processing and that the refund would be sent to my loan servicer, [redacted]. As of today's date, I have yet to receive or see the refund applied to my balance. The difference in the refund caused my payment to be $261.09 versus $215.31 and has resulted in additional interest accruing on the initial loan balance submitted. Also, the quoted monthly payment on the $8349.17 balance should have been $255.48 @ 21.07% which means that there are some hidden points on the service contract as well. I went back to the dealership on 2/13/14 to provide them with an opportunity to resolve this issue. I was told by Mr. [redacted] that I would receive a call back on 2/14/14 to verify that the refund was issued and that the refund would be sent directly to [redacted]. As of 3/13/14, it has been exactly four weeks and I have not received a phone call or a refund (the cancellation form clearly states that the "selling dealer is responsible for all refunds"). If required, I have the original sales contract along with three cancellation forms that are all dated and signed by the finance manager as proof.Desired Settlement: I would like to receive a check for $1,312.55 from John Amato Nissan plus the difference in accumulated interest due to the higher loan balance that was the result of not being refunded as promised. I would also like to have my loan restructured to reflect the correct payment associated with what the original balance should have been over a 49 month period.

Business

Response:

Dear [redacted],

Responding to complaint #[redacted] for [redacted]. Our records indicate that the contract was never canceled.

We will issue a check by tomorrow and mail it to the customer's bank.

We are changing some of our procedures to make sure situations like this will not happen in the future.

Thank you for bringing this to our attention.

John Amato Nissan

Consumer

Response:

Review: Salesperson deceived me about the warranty and who put 1000 miles after the car was detailed the engine has oil of some sort but it is also all between the doors and frame. Salesperson said he would detail it and when I maid the time he told me he had off the next time He set up he took the car to the service dept. but he came back and said they could not do it now because of cold said they will do it in the spring. I asked for who drove the car and what he did to it plus whoever had it was a big smoker and to hide the fact I later found 17 packets of a air cleaner. But the real problem was I talked about the warranty and the car being certified and he said it was better than Toyotas but when I talked certified he said it was better. I figured having I had a bumper to bumper for a year but after I got the letter for a new warranty after 30 days I called the salesperson he said I assumed that. He knew what I was talking about so I bargained on that better warranty. He cheated me and when I called I got his boss who was real rude to me. They knew they ripped me off and he said his worker did not lie but he led me to believe I had a Toyota that was certified that cost about 1600 bucks back or give me that warranty of a certified car. I want my 1600 hundred bucks backDesired Settlement: I want the bumper to bumper that a Toyota certified car has for one year or I want that money that is the difference. I would not have bought the car if it did not have that certification and the salesperson knew that!! I want my car detailed but the whole underside and between the doors to remove the oil and dirt. I love the car but not how it went down and who drove that 1000 miles. The salesperson said he would call and let me know. Still waiting and they talk family that's a laugh.

Business

Response:

We'd certainly like to start with an apology to Mr [redacted] for any misinterpretation of our warranty coverage. In reponse to the confusion over the warranty coverage in comparrison to a certified Toyota, as a Hyundai dealer we would not be allowed to certify a Toyota and it sounds like Mr. [redacted] is aware of that as he states our sales associate expressed that our coverage is better. We provide a lifetime limited powertrain warranty on our used vehicles that are under 100,000 miles. Toyota's certified program provides a 7 year or 100,000 mile limited powertrain warranty for their coverage. From that aspect, our coverage is indeed better than the Toyota certified. We will be more than happy to not only completely re-detail Mr. [redacted]'s vehicle, both inside and out, but also put what's called an ionizer in his vehicle to assist in removing that smoke smell. To do so would reuquire us to keep Mr. [redacted]'s vehicle overnight. We will provide Mr. [redacted] with a loaner vehicle while it is in for these items so he is not without transportation. Best regards,[redacted]Amato Hyundai

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.