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John Sisson Motors

470 Washington Rd, Washington, Pennsylvania, United States, 15301-2704

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John Sisson Motors Reviews (%countItem)

I took my 2019 mercedes sprinter van to them because the fuel gauge was not working. After they looked at it and determined they needed to order a part, I left with the van. Immediately after leaving the TPMS dash light came on indicating that no information was being recieved by the ecu from any of the wheel sensors. I called to inform the service department and since I would be returning for the fuel gauge repair they could look at it then. Note: the van has approximately 750 miles on it since new at this point. The next day I had multiple issues with the van's indicator lights and gauges. I called again to inform the service dept. Upon returning the van to fix the fuel gauge they informed me that a rock must have jumped up and hit the tire pressure control unit and I would have to pay 478 dollars. I strongly disagreed and explained that this issue only happened immediately after leaving their service department. I went to pick up the van. I asked to see the part. It was broken open and the circuit board was exposed. There are two mounting holes for the part, only one was broken off. When I asked where this part is on the vehicle I was told it was underneath by the rear axle. It is actually forward of the rear axle but also not far from the fuel tank. After reading the service report I noticed the mechanic stated that they found the unit hanging from its wires. I have no doubt that it was hanging because I looked and there were marks on the drive shaft where it would have rubbed. However, that could have only been caused by someone intentionally breaking and removing the unit. This is because if it were to have been broken by something on the road bouncing up and hitting it, it would have still been in place due to the fact that the other mounting stud and nut would have been holding the unit in it's original place and it would not have been hanging. Since that is the case then this was done on purpose the first time the van was in to get checked because as stated earlier only 1 of the mounting holes was broken. I told them I would not pay them for this and they had no authorization to do this. They said they would remove the part. My van was outside and ready in less than 5 minutes, it is held on by 2 nuts and one clip on electrical connection. After leaving with the broken part in hand I called another Mercedes dealer to see how much the part was. It cost 198 dollars. That means they were charging me 280 dollars in labor for something that takes less than 5 minutes to put on, or take off, and also drive the van out of the garage and to the front of the building. It is very clear to me that this service department was just looking to scam me into paying an exorbitant amount of money for something they intentionally broke to increase their profits. This was nothing more than a scam that they thought they wouldn't get caught on. I have the part and pictures of the part and the under side of the van were it is supposed to be mounted.

John Sisson Motors Response • Feb 17, 2020

On 2-6-2020 the Go Mobile Tires
2019 Sprinter came into the shop for a malfunctioning fuel guage. The electronic
test from the onboard diagnostic port showed a fault in the left side fuel
level sensor and a part was ordered. We have over 40 surveillance cameras at
our Mercedes building and the van was in complete video coverage from when it
entered the building to when it exited the building. It entered thru the drive
thru at 7:55 a.m. and exited there at 8:03 a.m. and into our Sprinter shop
where in stayed until 9:20 a.m. It exited thru our side door at 9:20 a.m. to
the front of the building where it left our lot at 9:24 a.m. We do have the
video available for view.The van returned on Feb 13, 2020 to
have the left fuel level sensor replaced along with checking the additional
concern of the warning lights on the dash coming on. It was discovered that
under the rear vehicle there was a damaged tire pressure control unit. (picture
supplied). This piece only takes minutes to replace as it is only held in place
by two push screws but it does require programming that does take roughly about
1.0 to 1.5 hours to program. When the repair was declined we removed the part
and did not charge anything, not even for the diagnostics. The video we have in place is to
protect our customer’s vehicles as well as protect ourselves as well.Thank You,Bob A

Service Manager

Customer Response • Feb 18, 2020

Revdex.com:

I have reviewed the response made by the business in reference to complaint ID and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.[To assist us in bringing this matter to a close, we would like to know your view on the matter.]

Attached you will find a picture of the part where you can see both sides of it. As you can clearly see the hold down ear on the one side is broken but the other is still completely intact with no marks whatsoever. If something bounced up and hit this unit, it would be possible to have damage but the unit would still be in its original location. In the second picture you can see that neither mounting stud shows any sign of damage. If something was big enough to cause this much damage to the part, wouldn't at least one of the mounting studs be bent or show some sign of damage? This was damaged purposely and removed so it would hang down and rub the driveshaft. Not only that but the magic rock that bounced up, this is what the dealer claimed, and hit this unit would have had to be within a couple of minutes leaving the dealer the 1st time. This is because the light came on shortly after leaving and since the tpms system does not continually scan the wheel sensors, the first time it tries to scan them shortly after leaving is when the light came on.Last time I checked the dealer's lot and Rt.19 are not gravel roads and are fairly clean. Also, if you note the sizable hole in the unit the "magic rock" that hit it would had to been fairly large. Again, not a chance this is happening with normal road dirt or even small pebbles on a highly traveled clean state road. As for the video the response refers to, nobody claims the van wasn't in the service area. That's were one of your employees did this. This part is located under the vehicle rearward of the fuel tank and forward of the rear axle in the vicinity of where they were working the first time.I'm sure it is not visable on video.
Regards

John Sisson Motors Response • Feb 20, 2020

Jamie H our Sprinter Manufacturers Representative and myself spoke to Derek from Portland yesterday. He offered to sign off on a one time goodwill offer to replace the tire pressure control unit contingent on this being satisfactory outcome. He just wants to be able to make sure that goodwill dollars do what they are intended for, to create a positive outcome. This would need to be scheduled in advance to complete this. Understand that this is not an admission of guilt because we do have the time stamped continuous video of the vehicle which shows beyond any doubt that nothing was done by our employee. Please schedule with me to take advantage of the offer.

Thank You,

Bob A

Customer Response • Feb 20, 2020

[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.]

Revdex.com:I truly appreciate the fact that the service manager and Mercedes representatives went over and above to make a bad situation right. I do thank them and will use the service department at John Sisson Motors in the future. It is with great pleasure that I can say this business is doing the right thing.
I have reviewed the response made by the business in reference to complaint ID and find that this resolution is satisfactory to me.

Regards

This dealership uses Bait & Switch on-line sales methods to lure customers. Bait & Switch is illegal and is defined as advertising a great product at a great price. The issue lies where the product is not available and is used to lure customers to their business to purchase a more expensive product, or a product of that is lesser value.
John Sisson advertises a Red 2019 Versa at $12,480. The car has around 3,000 miles. This is a great value. I contacted John Sisson around 11/10/19 to ask about the car. I contacted on line sales, Amanda H. She stated that the car was being purchased & they were awaiting finance approval. She asked if I wanted to purchase a different car with more miles and which was not a great value. I refused.
On 11/18/19, I see that Sisson is still offering the Red Versa. I ask about it. Samantha O On line sales, emails me and states "its ready for pick up; come see it; it's still available." So again, I check with J. Sisson, Amanda H, via Chat and she states it is not available.
Bait and switch illegal J. Sisson. QUIT ADVERTISING A CAR THAT YOU DO NOT HAVE FOR SALE IN ORDER TO LURE CUSTOMERS TO YOUR DEALERSHIP!!

John Sisson Motors Response • Nov 20, 2019

On November 12th, Ms. submitted an Internet inquiry through Cargurus about a used 2019 Red Versa stock #*** that was listed on our site.
On November 13th, we replied via email to Ms ***’s request stating the Red Versa had been sold and we had other Versa options available for her consideration.
The next day, Nissan’s 3rd party marketing system sent an email offering “Recommended Vehicles” and listed the Red Versa as an option. Even though the Red Versa was sold, the paperwork had not been processed and the vehicle was still listed in inventory which was pulled by the marketing company. Because this is 3rd party marketing, they do not have real time updates on our inventory available. There is a disclaimer on all the marketing emails “The inventory and content shown on the site is informational in nature and is provided for convenience only. While we attempt to update our database in a timely manner, the dealer does not guarantee that the inventory shown will actually be available for purchase at the dealership.”
On November 15th, we again emailed Ms. to let her know we had other options available and that the Red Versa was sold.
3 Days later, November 18th, Ms. replied to the Nissan marketing email claiming bait and switch. We emailed her back stating the Versa had been sold and we were removing it from the website as the Customers were taking delivery of the vehicle. We also explained why the Versa was still listed on our website and understood that it could be misleading. We offered her other options.
Later that afternoon, Ms. initiated a chat session through our Dealership website inquiring about the Red Versa again. We again told Ms. the Versa was sold and offered her other options.
The only time Ms. was told a vehicle was available was when we offered her another Blue Versa option in which we sent her additional information on. Besides the marketing email she received from Nissan, no John Sisson Nissan Employee told Ms. the Red Versa she inquired about was available.
On November 18th, the Red Nissan Versa was removed from the website as all paperwork was processed and our Accounting system recognized the Versa as sold and pulled it from the inventory.
John Sisson Nissan never misled Ms. to believe the Red Versa was available. On 4 separate occasions, we told Ms. the Red Versa was in fact sold. We did not invite Ms. in to the dealership under false terms. We only offered available options to her. John Sisson Nissan has been in business for over 50 years. We are a multi-award winning dealership for Customer satisfaction. We pride ourselves in being honest and transparent with our Customers. We are more than happy to assist Ms. with the purchase of another available Versa option.

Customer Response • Nov 22, 2019

I appreciate the response to my concern. I have read it closely and appreciate that there is a time lag between actual sales and removal from the automatic mailings; however, this is an issue for the customer.
ALSO, This was the e-mail received on 11/18/19 NOT EARLIER. I would consider this wording …”WHEN WOULD BE A CONVENENT TIME TO TAKE A LOOK AT THE VERSA…”an invitation to visit the dealership under false terms.
“Hello ***,
Thank you for your interest in our Certified PreOwned 2019 Nissan Versa. Great choice! It is available and ready for delivery!
There is more information that car HERE.
Have you driven the Versa yet or did you just start researching? We would like to give you an offer for your current vehicle, whether you are trading or selling. What are you currently driving?

I do suggest an appointment to ensure that you receive all of the attention you deserve. We are open from 9am-8pm Monday-Thursday. Friday we are open from 9am-6pm. Saturday we are open from 9am-4pm. When would be a convenient time for you to take a look at the Versa?
I hope you're having a wonderful day,
Internet Sales Consultant
John Sisson Motors

purchased 2017 metris van brand new on july 16,2018 .shortly after approx 4000 miles on van front tires began to wear.passengers side outside edge excessively,drivers side outside edge half as passengers side,rear both sides wear outside edges somewhat.dealer replaced front tires after checking /repairing front end.tires admitted there were factory mistakes on adjustments.approx 5000 miles later,same problem as when 4000 miles,both tires worn,they said to replace the passengers tire as it was dangerous to use.instead they rotated rear tires to fronts on both sides.service manager informed me to expect to replace these tires twice a year as this is normal on a metris van.he also said to me we cant fix this outer tire wear from happening.there were just over 10,000 miles when they took the van in after an appointment was made in advance.as of today the rear tires that were rotated to the front, are now begging to wear on both sides on the outer edges for the third ti

John Sisson Motors Response • Sep 11, 2019

This statement is in response to Mr.’s Revdex.com complaint on September 4, 2019. Mr. purchased a new 2017 Sprinter Metris Van from our Dealership in July 2018.

Mr. made an appointment with our Mercedes-Benz Service department on February 6, 2019 Metris to have a few items looked at on his Metris. He had approximately 4113 miles on the Metris. One of his complaints included “Front tires are wearing on the outside/please check to see why”. At that time, our Sprinter certified Technician found that all four of the tire’s air pressure was approximately 8lbs low, which could affect the ride and the tire wear. The Technician corrected the tire pressure on all 4 tires. There was no charge to the Customer during this repair and a loaner Van was provided to the Customer at no charge.

On March 7, 2019, Mr. had another appointment with our Service Department for a heater issue at 4,732 miles. At this time, Mr. asked us to check the wear on the Front tires. Our Sprinter Technician found a Manufacturer bulletin regarding the alignment on the Metris, which could possibly effect tire wire. Following the Manufacturer instructions, the Technician adjusted the front camber and toe to Mercedes-Benz specifications and performed a 4 wheel alignment. Mercedes-Benz authorized the replacement of the 2 front tires. This Repair was done at no charge to the Customer and a complimentary loaner van was provided to the customer.

On August 2nd, Mr. scheduled an appointment with the Dealership to have his complimentary prepaid maintenance completed. A couple weeks later, he returned to the dealership stating his tires were again wearing unevenly. At this time, Mr. had 10086 miles on the Metris. We showed Mr. all of his tire specifications, which were all within spec. We performed a tire rotation to move his older tires to the front and his newer Mercedes-Benz replaced tires to the rear. This was done to extend the life of all the tires, especially at this mileage. We then performed a 4 wheel alignment. We showed Mr. the before and after alignment Test Sheet to prove his alignment had not changed. Upon presentation of his alignment sheet, our Service Manager explained that the worn tires he was concerned about were the original manufacturer tires with over 10,000 miles on them. They did not need replaced at this time; however, this was normal wear for these tires and that most owners would expect to replace the tires at this mileage. We did not recommend tire replacement as all tires were within normal tire spec.

As we are bound by the Manufacturer to fix and repair the vehicles according to their instructions and warranty specifications, we believe we did everything in our power to assist Mr.. After the Manufacturer alignment fix, we found no evidence that Mr. tires were wearing improperly. Mr. has not been charged for any of the repairs performed at our dealership and we provided Mr. with a loaner van to use while his vehicle was in our care. In addition to the two tires, Mercedes-Benz has provided additional Goodwill gestures to satisfy the Customer including a Heater Booster upgrade. As a gesture of good will from John Sisson Motors, we will be offering Mr., two new tires to replace the original Manufacturer tires, at no cost to him.

Customer Response • Sep 12, 2019

Revdex.com:

I have reviewed the response made by the business in reference to complaint ID, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.

the august second 2019 message on the service performed that day it was mentioned by the dealership at john sisson respond here on the Revdex.com the original front tires were rotated to the rear is incorrect with high miles over 10,000 on them. the real story is,,the front tires were the ones that were brand new replaced at 4000.miles by john sissons service department.the rear tires were the ones the van came with when new.they rotated my original tires to the front and these tires with less than 5000 miles on them that are worn out for the second time,in less than 10,000 miles on the speedometer,is when the service manager said I have to replace the rear tires that were on the front.
i
Regards

A little over a month ago, I took my boyfriend's 2014 Nissan Titan Pro-X4 in to John Sisson Nissan for an oil change. They also replaced the front driver door speaker. Not long after I brought the truck home, my boyfriend realized they put the wrong oil in. About two weeks later, my boyfriend crawled under the truck to look at something unrelated to the oil change. While under there, he noticed that they never changed the oil filter when they did the oil change. He posted a google review, which ironically has since been deleted by the business. My boyfriend received an email on April 23rd, 2019 from Ms. D at John Sisson saying that they had tried to contact him by phone and email (which we can prove they did neither) and that "[They] would like to fully refund [his] money for the oil filter change and the speaker replacement." TO BE CLEAR, HE DID NOT ASK FOR A REFUND, HIS REVIEW WAS WRITTEN TO INFORM OTHERS ABOUT THE SERVICE ISSUES. Ms. D asked my boyfriend to verify his mailing address which he did and a check reimbursing the oil change and speaker arrived early last week. Unfortunately, the truck needs another oil change because they last one was done incorrectly. So, on Tuesday, May 14th, 2019 at 12:13pm, I called John Sisson Nissan and scheduled an oil change and the inspection/emissions test for 8:30am on Monday, May 20, 2019 with the thought that, hopefully, the oil change mistake was a one-time issue. I arrived promptly at 8:30am this morning and they check me in. A few minutes later, a man (I’m assuming the service manager but I’m not sure since he didn’t tell me who he was) came into the waiting room and told me that they didn’t have an appointment scheduled for me and they refused to service the truck because last time they HAD to refund the money last time. I told the man that I know I had an appointment scheduled because I personally called and scheduled it and they had to service the truck. He again refused service and told me to leave. So after, again, stating that I had an appointment and getting told they would not service the truck, I left because there was no point in causing any more of a scene. John Sisson chose to refund the money, they did not have to. Furthermore, the previous refund aside, they have no right to refuse service on a vehicle for any reason.

John Sisson Motors Response • May 28, 2019

This statement is in reply to Ms.’s complaint on May 21st, 2019. Mr. *** is the owner of the 2014 Nissan Titan. On March 21st, he visited our dealership for the first time with an appointment for an oil and filter change only. We had no advanced notice that he needed a speaker changed. Mr. purchased the speaker from our parts department prior to his appointment. Since we had no advanced knowledge of the additional repair, the visit did take longer than just an oil change.
On March 24th, Mr. provided feedback to us via a Nissan follow up email about the time it took us to complete his service and that we gave him the wrong appointment time, which after further investigation we found there was indeed a miscommunication.
On March 25th, we attempted to call and apologize to Mr. regarding his experience. We were unable to reach him by phone at the time so Customer Service emailed him at the email address the customer provided. Our Customer Service department again apologized and asked him to reach out to us by either phone or email.
Our dealership keeps customer resolution logs so we can verify that Mr. made no attempt to contact Customer Service in response to our voice message or email.
Nearly one month later April 22nd, we received the following Facebook review which is still posted on our page from Mr.…

had 2014 Nissan Titan prox4 serviced. I guess when they do oil changes they're to lazy or cheap to replace the oil filter.left message with sevice advisories and with service manager expressing my concerns with no answer. ??????I'll give them till Thursday this week till I file complaint with Nissan and Revdex.com.so word of advice check make sure your vehicle is properly serviced and all services you pay for are done correctly.

We investigated the complaint but found no evidence that we had not replaced the oil filter during the maintenance service. At the time we made the decision to refund the entire bill for the service and speaker installation. That refund was $217.16. This was not done as admission of guilt but as a genuine effort to satisfy this customer. On April 23rd, we emailed Mr. notifying him of the refund and asking him to verify his mailing address which he did immediately.
On May 2nd, Mr. emailed us requesting information on when he would receive his refund. The refund of $217.16 was sent to Mr. approximately two weeks after his communication with Mrs. D on April 23rd. In his email he stated that he was waiting for his money and that he already had to replace his oil and filter again.
Since that time we heard nothing from Mr. or Ms. until she showed up at the dealership in Mr.’s Titan on May 20th to have the oil and filter changed and state inspection. We did not have a scheduled appointment on record. As an independently owned and operated Dealership, the decision was made at that point not to further service Mr. vehicle since he and Ms. were so very displeased with our services and voiced their dissatisfaction to Nissan, and on multiple social media channels.
On the afternoon of May 20th, after refusal of service, Ms. D emailed Mr. to apologize for the experience he and Ms. had at our Dealership. In addition, further explained that the refund of $217.16 after Mr.’s initial compliant was intended to allow Mr. the opportunity to have his Titan serviced at the service center of his choice. Mr.’s replied to this email that same afternoon stating that we did not use the proper oil for the mileage on his Titan and that his truck valves were now rattling. We again investigated Mr.’s complaint and found that we had in fact used Nissan’s manufacturer recommended oil for the year and mileage of his Titan and had replaced his oil filter during his service visit.
At this time even with refunding the $217.16 we have been unable to satisfy this customer. In our experience, there is no reason to continue servicing this customer’s vehicle. Our final resolution is a personal handwritten apology to both Mr. and Ms. from our Service Manager, Tom M for any and all inconveniences we have caused them. In addition, we are sending Ms. a check for $50 for her inconvenience driving to the Dealership.

We have been an A plus Revdex.com Accredited member for many years. Nissan Award of excellence dealer for over 15 years. We work very hard to maintain this high level of standards.

Customer Response • May 29, 2019

Revdex.com:

I have reviewed the response made by the business in reference to complaint ID, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
First of all, my records will prove I did tell them I needed the speaker installed when I scheduled the oil change. I was told “We will do it at the same time.” Second of all, I am the one who brought the truck in not Mr..

Next, my husband’s email and cell phone records can be provided to prove that no attempt to contact him was received. That being said, my husband would have had no way to know he needed to contact customer service. The refund received was not $217.16 but for $204 and change (Proof can be provided). The oil and filter did need replaced as the filter was never changed (he marked it before it went in and the same mark was still there when it came out).

Additionally, my cell phone records will show that on 5/14/2019 I called John Sisson. At that time I scheduled an oil change, state inspection, and emissions test for 5/20/2019 8:30am. I called them again before the 20th, also can be proven by my cell phone records, to verify that they would take a personal check. When I spoke with them, they confirmed my 8:30am appointment, and told me they would accept a personal check. When I arrived on the 20th, I checked in and the service advisor confirmed that I was the titan listed at 8:30. So, there was an appointment scheduled until they decided that they no longer wanted to service the vehicle.

They refunded the money so that Mr. could have his truck serviced at a service center of his choice. If he and I choose to give John Sisson another chance and have them service the truck again, we have the right to do so.

That all said, considering John Sisson keeps such great records (sarcasm intended being they said Mr. brought the truck in the first time and the value of the check was more than it actually was claim) when they do an oil change they are to do a multi-point inspection and inform the driver or owner of any issues with the vehicle. I did not receive any information saying whether or not the truck had issues, no one said anything to me or to Mr.. This leads me to believe that a multi-point inspection was never done either.

For a high ranking Nissan dealership, I see a lot of provable problems with their record keeping and business practices. The $50 check for my inconvenience and the hand written apology is a start at making things right but it is still not enough considering all the issues they have left Mr. and I to deal with.

Regards

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Address: 470 Washington Rd, Washington, Pennsylvania, United States, 15301-2704

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+1 (724) 223-9066

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www.johnsissonmotors.com

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