Ken Pollock Auto Group, Incorporated

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

Ken Pollock Nissan engages in deceptive practicesA new car purchased from them last June had only months left prior to re-inspectionThe car may have been in use for six months which was not disclosed

response to complaint [redacted] : Ken Pollock Autogroup is not refusing service for the customer The customer is welcome to make an appointment at Ken Pollock autogroup to get problems diagnosed Please remember that if the issue or issues with the vehicle can not diagnosed if we can not duplicate the issues when the vehicle is at the dealership Gary P [redacted] General manager Ken Pollock Nissan

Response to Complaint ID [redacted] [redacted] *** [redacted] contacted me on September 10th She started out by taking about a tire issue, the brake issue and then about the car being towed in I have looked in to the Repair order history of [redacted] ***'s vehicle I did find an RO [redacted] from September of at miles with a complaint for R Rear tire loosing air The Repair order show R rear tire being repaired There is a second repair order # [redacted] on September 23rd with miles on vehicle with complaint the left rear tire loosing airleft rear tire was replaced I was not aware that she had to fix the tire again at her own cost The Road hazard tire warranty that was purchased by [redacted] would have covered the repair while she was out of town I she could get me the receipt of the repair while she was out of town, I will refund her the cost of fixing the tire while she was out of town RO# [redacted] March Vehicle at 69363, Rear brake replace RO# [redacted] December Cvt transmission Service Vehicle Miles Ro # [redacted] May 6th vehicle miles customer can in stating vehicle making grinding noise, worse when applying brakes Checked vehicle over gave estimate on new brakes and rotors at Customer declined service and paid 1/labor diagnostic fee Bill Ken Pollock [redacted] replaced the rear brakes on March and recommended front brakes on May 6th In looking through each ro, Ken Pollock [redacted] never replaced front brakes on the vehicle We did replace the rear at miles and recommended the fronts at miles customer declined front brakes in May 6th On May 6th rear brakes were not put on instead of front Brakes There were no charges for any brakes installed on May 6th This is the last RO that Ken Pollock [redacted] has on [redacted] VehicleIn Septmember [redacted] had her vehicle towed in because the vehicle breaking down Her Vehicle is out of warranty and we informed her that we charge per hour diagnostic charge [redacted] does not feel that she should pay for the diagnostic fee [redacted] would not sign a repair order to give authorization for Ken Pollock to work on her vehicle S When [redacted] called me on September 10th to inform me about the issues she was having I was listening to her and asking questions to try to understand the situation and explain the diagnostic charge Before we could try to get to attempting to resolve her issues, [redacted] hung up Gary P [redacted] General Manager Ken Pollock [redacted]

complaint ID ***
I have review the complaint by *** * *** I Have gone through the Repair orders at Ken Pollock Autogroup The *** was purchased in December of According to our Repair orders *** has been hear times with the
***
RO number *** Jan 19th - turn signals not working and noise coming from rt front Replace bulb assembly Test drove vehicle with customer and there were no abheard at that time
RO number *** Feb 6th 2015- customer states noise coming from right of car We road tested vehicle and heard noise, removed rotor and brake assembly on right front noise from brakes went away, machined rotors and adjusted antirattle clip Road test vehicle again and found noise in center of the vehicle, vehicle making noise from Driveshaft center carrier bearing Lubricated center carrier bearing, road tested vehicle again an noise when awaynote customer will drive to see if noise returnsRo number *** Feb 9th 2015- customer came back with noise in right front of vehicle Replace Drive shaft under warrantyRo Number *** Apr 15th customer states cruise control set one time while driving customer states radio channels and am fm changes itself, heat goes on an off by itself, alarm when off when door opened Ken Pollock Autogroup gave loaner vehicle to ***, let customer know that if we could not duplicate issue we would have to take it to *** dealer Ken Pollock Service could not duplicate issues with the vehicle and took it to Motorworld *** on April 16th RO number *** Motorworld *** could not duplicate any of the issuesOn April 21st 2015, vehicle taken to Motorworld, when taking key out of ignition, interior and daytime running lights stay on Motorworld could not duplicate concern Ro # ***
Ro # *** June 30th interior lights on and door chimes when key is out of ignition could not duplicate, no work performedKen Pollock Autogroup has resolved the issues with the *** that we could duplicate The turn signals were fixed when the vehicle was brought inThe Drive shaft was replace on the second visit to the dealership after the noise returned These items were fixed under the warranty at no charge to the customer except the dollar deductibleKen Pollock Autogroup taken the vehicle to a *** dealer that could not duplicate the issue that the customer is statingKen Pollock has no problem looking at the vehicle and see if we can get the problems to duplicate and then fix them We need to be able to witness the problem in order to diagnosis the issues and fix them Ken Pollock Autogroup has not charged the customer for any of the work that was performed on her vehicle, except for the deductible on the warranty Ken Pollock Autogroup is standing behind the warranty that we sold the customer at the time of Purchase We are not willing to offer any type of money to cover the customers loan on the vehicle, We are willing to look at the vehicle and fix any concerns with the vehicle if they can be duplicated so that we can diagnosis what is wrong with the vehicle.
Gary P***
General Manager
Ken Pollock Autogroup

This is a response to complaint Id *** On 04/12/*** ** *** was in our service department with a brake light issue We replaced the brake light *** stated in the Complaint that to minutes after pick up of the vehicle the blinker light was blinking twice
as fast *** call the dealership and brought the vehicle in to look at the blinker issue Ken Pollock *** check the blinker bulb and found out that the bulb for the blinker was not the cause of the blinker not working *** ** *** was then notified that Ken Pollock *** would have to do more diagnostic's on the vehicle to find out what is the cause of the blinker not working Charging for Diagnostic's is a business for any service company
I understand Mrs ** ***'s frustration in this situation Ken Pollock *** is willing to diagnose the *** and waive the diagnostic fee for up to hr of laborMrs** *** can contact Gary P*** at ###-###-#### to discuss when she is able to bring the vehicle in
Gary P***
General Manager Ken Pollock Autogroup
###-###-####

Reply to complaint *** On Oct 18th at I received an email from Revdex.com Stating That complaint *** has been closed due to the Revdex.com has not heard back from the customer Since the complaint was closed because *** *** did not respond back accepting my last response to the complaint with in the time allowed by the Revdex.com, I did not take any action on the offer of refunding the for the brakes By not responding to the last complaint response, Ken Pollock took that as a rejection from *** *** I feel that Ken Pollock *** has tried to handle this situation as best we could with the Revdex.com Ken Pollock *** will again offer to Refund the to *** ***, with a response to this reply within the time allowed by the Revdex.com and letting the Revdex.com and Ken Pollock *** know that the refund of the will resolve this complaint to *** *** SatisfactionGary Peters
Ken Pollock ***

This is Gary P[redacted] GM of Ken Pollock autogroup.   I would be the contact for Ken Pollock Autogroup.  My email is [redacted] and phone number is ###-###-####.This is in response to Complaint [redacted].  I spoke to [redacted] [redacted] July 31st at...

approximately 6:15 PM.  [redacted] and myself talked about the complaint and resolved the misunderstanding.  As far as Ken Pollock Nissan and [redacted] this complaint is resolved.  If you can any question I can be reached my contact information above.Gary P[redacted]General ManagerKen Pollock AutoGroup

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

response to complaint [redacted]:
Ken Pollock Autogroup is not refusing service for the customer.  The customer is welcome to make an appointment at Ken Pollock autogroup to get problems diagnosed.  Please remember that if the issue or issues with the vehicle can not diagnosed if we can not duplicate the issues when the vehicle is at the dealership. 
Gary P[redacted]
General manager Ken Pollock Nissan

Response to Complaint ID [redacted].   Customers vehicle was towed in to Ken Pollock [redacted] due to the loss of keys and need new keys and reprograming the keys.  The Vehicle had to be jump started in order to put in garage.   In the process of programing the keys the keys...

would not program due to the card slot assembly not activating.  In order to program the key and get the vehicle started the Card Slot Assembly needed to be replaced. The customer was contacted and informed of this and given an estimate over the phone.  Ken Pollock [redacted] service did charge the dead battery at  no charge.  We did recommend battery test and service the customer declined battery service.   The issue with the radio and heater.  The customer did call about the Radio and the heater not working and he was asked to come by to have it checked.  The customer stopped by and we looked at the fuses on the radio and the heater to see if any were blown out and they were not.  The customer was informed that we would have to make an appointment so we could go further in find out what is wrong with the Radio and the heating system.   The customer did not make an appointment at this time.  Ken Pollock [redacted] would be happy to make an appointment for the vehicle and determine what is wrong with the vehicle.  I understand that the customer states that these items were working before it was towed to the dealership.  When Ken Pollock [redacted] received the vehicle the vehicle had a dead battery.  We can not say if the Radio and heater worked before the vehicle was dropped off due to the fact the vehicle was not running and had a dead battery when it was towed in.   In looking into the services that Ken Pollock [redacted] completed, the replacement of the card slot assembly and the reprograming of the keys would not effect the radio or the heating system.   
As mentioned earlier, Ken Pollock [redacted] would set up an appointment with the vehicle to determine what the cause of the radio and the heating system not working. 
 
If you have any questions feel free to contact me at ###-###-#### or email [redacted]@kenpollocknissan.com
 
Gary P[redacted]General Manager

Ken Pollock Nissan engages in deceptive practices. A new car purchased from them last June had only 6 months left prior to re-inspection. The car may have been in use for six months which was not disclosed.

Response to Complaint ID [redacted]  [redacted].
[redacted] contacted me on September 10th 2015.  She started out by taking about a tire issue, the brake issue and then about the car being towed in.  I have looked in to the Repair order history of [redacted]'s vehicle....

  I did find an RO [redacted] from September 16 of 2011  at 23348 miles with a complaint for R Rear tire loosing air.   The Repair order show R rear tire being repaired.   There is a second repair order #[redacted] on September 23rd 2011 with 24106 miles on vehicle with complaint the left rear tire loosing air. left rear tire was replaced.    I was not aware that she had to fix the tire again at her own cost.  The Road hazard tire warranty that was purchased by [redacted] would have covered the repair while she was out of town.  I she could get me the receipt of the repair while she was out of town, I will refund her the cost of fixing the tire while she was out of town.  
RO# [redacted] March 11 2013 Vehicle at 69363,  Rear brake replace
RO# [redacted] December 19 2013 Cvt transmission Service Vehicle Miles 89756.  
Ro # [redacted] May 6th 2014 vehicle miles 98260.  customer can in stating vehicle making grinding noise, worse when applying brakes.  Checked vehicle over gave estimate on new brakes and rotors.  at 317.50. Customer declined service and paid 1/2 labor diagnostic fee.  Bill 45.05.
Ken Pollock [redacted] replaced the rear brakes on March 11 2013 and recommended front brakes on May 6th 2014.   In looking through each ro, Ken Pollock [redacted] never replaced front brakes on the vehicle.   We did replace the rear at 69363 miles and recommended the fronts at 89756 miles.  customer declined front brakes in May 6th 2014.  On May 6th 2014 rear brakes were not put on instead of front Brakes.  There were no charges for any brakes installed on May 6th 2014.  This is the last RO that Ken Pollock [redacted] has on [redacted] Vehicle.
In Septmember 2015.  [redacted] had her vehicle towed in because the vehicle breaking down.  Her Vehicle is out of warranty and we informed her that we charge 89 per hour diagnostic charge.     [redacted] does not feel that she should pay for the diagnostic fee.  [redacted] would not sign a repair order to give authorization for Ken Pollock to work on her vehicle.  S
When [redacted] called me on September 10th to inform me about the issues she was having.  I was listening to her and asking questions to try to understand the situation and explain the diagnostic charge.  Before we could try to get to attempting to resolve her issues, [redacted] hung up.  
Gary P[redacted]
General Manager
Ken Pollock [redacted]

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

To whom it may Concern:
I am writing to respond to complaint # [redacted].  **. [redacted] came to Ken Pollock [redacted] and meet [redacted] our Service Manager.  **. [redacted] showed [redacted] the chips on the hood.  [redacted] inspected the hood and the windshield and determined...

that they were Stone chips and not a paint defect.  Stone chips are not covered under warranty with [redacted].  **. [redacted] purchased her vehicle in November of 2013 and returned for her 1st service on Feb. 28th 2014.  During that service there is no complaint of stone chips on the hood of the vehicle. **. [redacted] Vehicle had 3708 miles on it at that time.  Ken Pollock [redacted] can not be responsible for Stone chips from a customer driving their vehicle.  If the customer would like, we can set up an appointment and I can take pictures of the vehicle and send the pictures to [redacted] to see if they would cover the stone chips under warranty or Ken Pollock [redacted] also has a body shop that I could get an estimate on painting the hood and give her a discount on labor and materials.   I also would like to apologize for not responding to a customers complaint that was sent via our website.  Any complaints should be forwarded to myself and I respond.  I did not receive **. [redacted]'s complaints that she sent via e-mail. 
I would like to update the Ken Pollock [redacted] contact information due to this complaint went to the wrong person.  Here is my contact information.
I can be contacted at ###-###-#### work or email [redacted]
 
[redacted]General ManagerKen Pollock [redacted]

Review: I purchased a brand new [redacted] from this dealership and they were all about providing excellent customer service---sending me surveys, checking up on how much I was enjoying my car etc. Now I understand why they wanted the surveys completed before anything goes wrong with the vehicle! I was hand-washing my car a few days ago, and noticed a significant amount of paint chips out of the hood (an abnormal amount--between 20 and 30) I got some other opinions and came to the conclusion that this brand new, garage-kept vehicle with 6,000 miles on it, should not have incurred that amount of paint chipping from basic wear and tear over the past few months. I contacted the dealer and they didn't seem to agree .The garage manager said it was from stones kicking up and there was nothing that could be done (great customer service, right?) These are the same people who claim they go above and beyond to satisfy their customers. I doubt they would be over-extending the**elves to take care of this paint issue in the name of maintaining their reputation. I am a recent college graduate and this was my first new car purchase---I have a lot of friends I could recommend or NOT recommend depending on how this issue is resolved. I wrote the person who sold me this car, and my father also filled out a complaint on the dealer's website--both requests were ignored. Once again, for people who claim to go above and beyond--this is very disappointing customer service and I do not plan on ever purchasing a vehicle here again.Desired Settlement: I want my paint job repaired.

Business

Response:

To whom it may Concern:

I am writing to respond to complaint # [redacted]. **. [redacted] came to Ken Pollock [redacted] and meet [redacted] our Service Manager. **. [redacted] showed [redacted] the chips on the hood. [redacted] inspected the hood and the windshield and determined that they were Stone chips and not a paint defect. Stone chips are not covered under warranty with [redacted]. **. [redacted] purchased her vehicle in November of 2013 and returned for her 1st service on Feb. 28th 2014. During that service there is no complaint of stone chips on the hood of the vehicle. **. [redacted] Vehicle had 3708 miles on it at that time. Ken Pollock [redacted] can not be responsible for Stone chips from a customer driving their vehicle. If the customer would like, we can set up an appointment and I can take pictures of the vehicle and send the pictures to [redacted] to see if they would cover the stone chips under warranty or Ken Pollock [redacted] also has a body shop that I could get an estimate on painting the hood and give her a discount on labor and materials. I also would like to apologize for not responding to a customers complaint that was sent via our website. Any complaints should be forwarded to myself and I respond. I did not receive **. [redacted]'s complaints that she sent via e-mail.

I would like to update the Ken Pollock [redacted] contact information due to this complaint went to the wrong person. Here is my contact information.

I can be contacted at ###-###-#### work or email [redacted]

[redacted]General ManagerKen Pollock [redacted]

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: This problem started when I lost my electronic key for my [redacted]. I was told that I would have to have the car towed to a dealer to have a key programed. I called a tow company when they arrived I had to start the car with my remote starter to get the car into neutral. Earlier that day I had to charge the battery because it was weak from sitting for 3 weeks without being started. Each time I started it all my lights both inside and out along with all my instrumental light panels and components all worked properly. I had the car towed to Ken Pollock [redacted] dealer in [redacted] pa on Saturday 11/8/14. I spoke to the service manager on Monday. At that time he told me that not only do I need a key programmed but I needed to replace the electronic ignition part in the car itself. They called me on Tuesday 11/11/14 to let me know that my car was ready to be picked up. I was shocked at the cost of $704.00. I went and picked up the car on Wednesday evening. I left the dealer and on the way home Inoticed that my radio would not go on,my information screen was not on,I had no heat or a/c controls working along with the blower motor control. It appeared that the whole center section of my electronics on my dash was not on. I called the dealer when got home (aprox 15 min) there was no one in the service department so I explained my issue to a sales manager. he told me to call the next day and explain my problem to the service manager. I called him and he kind of blew me off,stating that they only changed a switch and programed a key and that had nothing to do with the components not working, and said ,"how do we know it was'nt working when you brought it in? I said "I wouldnt be complaining if I knew it was'nt working before hand.He said to stop by and they would take a look at it. I stopped at the dealer they took it in and checked it out,then came out and told me they checked the fuses and the were all good. and again stated it wasn't their problem.Desired Settlement: repair my control panel at their cost,not mine.It worked fine before Itook it there.

Business

Response:

Response to Complaint ID [redacted]. Customers vehicle was towed in to Ken Pollock [redacted] due to the loss of keys and need new keys and reprograming the keys. The Vehicle had to be jump started in order to put in garage. In the process of programing the keys the keys would not program due to the card slot assembly not activating. In order to program the key and get the vehicle started the Card Slot Assembly needed to be replaced. The customer was contacted and informed of this and given an estimate over the phone. Ken Pollock [redacted] service did charge the dead battery at no charge. We did recommend battery test and service the customer declined battery service. The issue with the radio and heater. The customer did call about the Radio and the heater not working and he was asked to come by to have it checked. The customer stopped by and we looked at the fuses on the radio and the heater to see if any were blown out and they were not. The customer was informed that we would have to make an appointment so we could go further in find out what is wrong with the Radio and the heating system. The customer did not make an appointment at this time. Ken Pollock [redacted] would be happy to make an appointment for the vehicle and determine what is wrong with the vehicle. I understand that the customer states that these items were working before it was towed to the dealership. When Ken Pollock [redacted] received the vehicle the vehicle had a dead battery. We can not say if the Radio and heater worked before the vehicle was dropped off due to the fact the vehicle was not running and had a dead battery when it was towed in. In looking into the services that Ken Pollock [redacted] completed, the replacement of the card slot assembly and the reprograming of the keys would not effect the radio or the heating system. As mentioned earlier, Ken Pollock [redacted] would set up an appointment with the vehicle to determine what the cause of the radio and the heating system not working. If you have any questions feel free to contact me at ###-###-#### or email [redacted]@kenpollocknissan.com Gary P[redacted]General Manager

Review: On or about July 21, 2014 my partner and I went in to the dealership to talk about buying a [redacted]. I had done the ground work and found a [redacted] that I liked at a dealership about and hour away. We talked to RJ at the dealership who called the other dealership and worked out the details with getting the car. He worked out what the monthly payments would be and made a copy for us to have. We went back a few days later when he asked us to put a $500 down payment for "good faith" we were to pick up the car on Tuesday. The Monday prior he called us to inform us that the price he wrote down and took a down payment for was now going to be $5880 more. He made a "mistake". He said he was going to try to work it out and never go back to us. Every time we tried to contact it was to no avail. Finally, we talked to him and he told us it would be another $70 a month with $3000 more down. At no time did he attempt to honor the numbers he wrote down and took a down payment for. We did not take the car.Desired Settlement: I fell that since the dealer made the monthly payment cost in writing as well as taken a $500 down payment that they should honor the price quoted.

Business

Response:

This is Gary P[redacted] GM of Ken Pollock autogroup. I would be the contact for Ken Pollock Autogroup. My email is [redacted] and phone number is ###-###-####.This is in response to Complaint [redacted]. I spoke to [redacted] July 31st at approximately 6:15 PM. [redacted] and myself talked about the complaint and resolved the misunderstanding. As far as Ken Pollock Nissan and [redacted] this complaint is resolved. If you can any question I can be reached my contact information above.Gary P[redacted]General ManagerKen Pollock AutoGroup