Kingston Nissan

the customer was scheduled to come in and never showed up, we need to look at the car.

in response to [redacted] statement,kingston nissans intention is not to hold a $200 deposit it is to earn a potential customer.the reason for the delay was a holiday and the deposit was recieved under another name,therefore taking some investigation to identify the transaction.as it was the...

deposit was mailed 5 business days later

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

When I last spoke...

to Kingston Nissan they wanted to set up a time to bring the car in.  I was going to do so but I decided it would yet again be a waist of time as they were telling me over the phone I would have to pay for it.  I think that is ridiculous as I have had to bring the car back so many times.  I also talked to the supposed owner and he told me and pretty much tried to say there was nothing wrong with my car with out knowing all the facts.  They also wouldn't give me a rental car as they said I would steal the rental because ofmy comment of dropping my car off and not picking it up till it was fixed.  I don't have time to keep getting a run around.  The bottom line is I want a new car as this one is unsafe and they keep saying there is nothing wrong.  They know everything wrong with the car and there is paper work to prove it!
 
 
 
 
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[redacted]
[redacted]

The business has responded.  Please see below:customer is looking for a refund on transmission that he did not pay for it was under warranty, no assistance is to be given to this customer Anthony d[redacted], Kingston nissan

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

[Your Answer Here]
 I was told the check for the refund wasn't mailed as of yesterday 9/**/16. And I am not satisfied with how it was handled. We were told my Tim L[redacted] that the refund couldn't be issued because there was no one in the office because of the holiday which is fine. But to be treated rudely when I questioned why he didn't hand in the paperwork to Alyssa until yesterday so she could issue a check is a bit ridiculous when I was told it would be sent during the week following the holiday. And yes the refund should have been issued under Eric S[redacted] but Kingston Nissan was well aware of my name as I was the one trading in the car. The whole experience at the dealership was dishonest and not customer satisfaction oriented. Hopefully our refund is in the mail.   
 
 
 
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Sincerely,
[redacted]

At this point we have repaired anything necessary on [redacted]s vehicle. That we are aware, all issues have been addressed. If customer is still experiencing an issue, he has not returned for it to be diagnosed. His vehicle has over 116,000 miles on it. Many of the items that have been replaced...

are normal for a vehicle with that mileage. If [redacted] still has an issue we would need to diagnose the vehicle. We are not willing to extend his service contract or lower the purchase price of the vehicle. We have found that the noises heard from the vehicle are typical for this make and model.Thank you.

I have no received a check yet from Kingston Nissan and I would like to keep the case open until the refund check has been recieved.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:This is not acceptable bottom line! 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

Customer has not been to dealership since 2013. Customer purchased extended warranty which may cover some repairs, but we are unaware of customer's current mileage, so they may be out of contract. Customer can return to dealership for diagnosis of issues at $110.95. We are unable to offer assistance...

since customer has not been servicing at dealership. Thank you.

The business has responded.  Please see below:as in my original response,I am sorry she feels deceived,but, I have documents with her signature to support every contention she has with the transaction and that she agreed to it.

Review: I purchased my vehicle from Kingston Nissan last year July *, 2014. When I purchased the car its performance was remarkable, all features in the vehicle were operating and there were no problems. As time passed by, I noticed that whenever I would press on the brakes they made a screeching noise, the car then started to jerk whenever it would shift gears while being operated. I took the vehicle to the dealership so that they could take a look at it, when I arrived at the dealership I was told that my vehicle couldn’t be seen on that day because they were “short staffed” and “there was not enough time”. I kindly reminded them about their “Express service” which they advertise at the dealer, still I was not able to get my car checked, I was angry and I left. I had the car parked for 86 days due to insurance issues. The day I was able to get the car back on the road, the car was dead, the battery completely died. I took the car back to the dealer and reported to the dealer that the batter died, I complained about the screeching sounds the brakes were making, and I also complained about the jerking when shifting gears. The dealer kept my car for about 19 days, my vehicle needed extensive work and it still needs more work to be done. When I was driving the car off the lot, I noticed this muffling sound my car was making, as I pressed on the gas the car would make even more noise. This sound was not related to the issues I presented to the dealer when I initially dropped off the car, I called my service rep Eric M. who told me that the noise is the result of a “valve” and that valve needs to be replaced. I tried to negotiate some sort of agreement with him so that he can muffle off the sound, or at least get rid of it, Eric told me “there’s nothing I can do, I have done whatever I can”, which is a $100 discount from a $1,341 US dollar bill. On 9/*/15 I took my car to my mechanic, he told me that the valve could have been broken when the car was being service at Kingston Nissan, my car by the way needed a new transmission. It is imperative to add that I have been driving the vehicle for a year and there is no possible way that it needs such extensive work. What I want from this dispute is a full refund for the transmission that has been set in place due to the old one fully dying on me.Desired Settlement: I want the dealer to fully refund me the money I paid for the transmission which caused the problem I had to repair on 9/*/15.

Business

Response:

The business has responded. Please see below:customer is looking for a refund on transmission that he did not pay for it was under warranty, no assistance is to be given to this customer Anthony d[redacted], Kingston nissan

Review: I purchased a 2011 Nissan Rouge from Kingston Nissan on 2/**/15. Right from the start I complained about the car. The radio did not work so the car had to go back to the shop to have it checked. They said the car needed to come back so they could change the antenna when a new one comes in. After I brought the car back to have the new antenna put on the radio still did not work. I brought it back to them and they said they ordered the wrong antenna so they had to order another antenna. After I brought the car back yet again for them to put the second antenna on the radio still didnt work. They then had to make an appt for me to leave my car and get a rental from them so they could take my car apart to get to the ground wires. Then the radio worked after all that, however since this my middle air blower doesnt work. I then had my first expierence driving the car in the snow and I almost killed myself as I was slowly going around a corner going down hill. The rear end slid out and it didnt feel like any of the all wheel drive was working. I complained immediatly and I had to bring the car back for them to check it. They tested the all wheel drive and said it was fine. I continued to have the same problems. My husband also drove the car and said its a death trap and not safe. The service tech said maybe I need studded snow tires. The tires that were on the car at that time were brand new all season tires. I brought the car in several more times for the same thing resulting in no changes. My tires started balding right away. I called service again and I had to bring the car in again. I told them there is obviously something wrong with the rear end of this car as the tires are balding. When I brought the car back they did an allignment. They also took off the back two bald tires and put a new set on the front and the old fronts on the back. I drove home and the car was shimmy/vibrating bad. I called back to only have to take the car back again. This time they put two new tires on the front. I noticed the shimmy/vibration was better but not totally gone. I continued to complain about how it drove in the snow, the service techs would test drive it and not find anything cause everytime they could get me in there was no snow in Kingston. Then my air bag light came on. They put a new sensor in and it was ok for a bit then it came back on and of course another trip to the dealer for them to look at it again. They scheduled for me to come back again to get a new seat installed. I went to the apt and the seat was installed. I go to get in my car and they put a used seat in my car that matched the fabric but was worn and didnt look like my other seat. In the mean time I'm still not happy with the rear end. I notice the tires are balding again. I had an apt to go in that I ended up missing due to two family emergancys that happend back to back. Before I could call to reschedule I was rear ended at a light in Port Ewen, NY. The girl scraped my bumper up and it pushed in a little bit. I took my car to an auto body repair place in Arkville, NY. He made me aware that someone had hit this car really good in a previous accident. (I know of an accident from the paper I got from the dealer when I bought the car but didn't know the extent as the lady in finacing helping us said it could mean they had to get a new title.) He said the paint job was bad and the corner panel was filled with putty foam stuff to push the panel out and make the bumper that was on it fit. He also stated the bumper was not the right bumper that was on it. I immediatly thought to myself that is what is wrong with the rear end. The car is not safe at all. At this point I call Kingston Nissan up. When I spoke with the service manager he wanted to get me in and I told him I wanna bring my car down there and not pick it up till it's done so I need a rental and he told me he can't give me one cause I just told him I was gonna steal the rental and not bring it back. I never said that! I have driven back and forth so many times and they are over 50 miles one way to there dealership. I was saying I didn't want to drive there for them to tell me to come back the next day to have it fixed when they could keep it until it was done. Then they wanna charge me the co pay on my extended warrenty to fix the things that they messed up. I then asked to speak to the owner. He only had bits and pieces of information and didn't wanna help me either. He told me he can't take my car on trade cause I put almost 20,000 miles on it since I bought it. He also wanted to say that I had to pay for the time if everything was up to nissan spec. I told him they wouldn't be as the tires are balding again. They wanted for me to bring the car back in and I did not as I don't think we are gonna get anywhere and they made that clear. All the owner was concerned about was how many miles I put on the car. I explained to him I was very much aware of the miles put on the car as I drive my son who has several medical issues to NYC several times a month. That was the point of buying a good reliable all wheel drive car. At this point I feel very unsafe! I have asked other rouge owners about how there car is in the winter and they have no problems. Something is very wrong with this car!Desired Settlement: The desired resolution would be to get out of this car and into something safe. At the end of the day this car being in a previous accident by a prior owner shows the work done was inapproprate and should have not been sold or it should have been fixed properly.

Business

Response:

the customer was scheduled to come in and never showed up, we need to look at the car.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

When I last spoke to Kingston Nissan they wanted to set up a time to bring the car in. I was going to do so but I decided it would yet again be a waist of time as they were telling me over the phone I would have to pay for it. I think that is ridiculous as I have had to bring the car back so many times. I also talked to the supposed owner and he told me and pretty much tried to say there was nothing wrong with my car with out knowing all the facts. They also wouldn't give me a rental car as they said I would steal the rental because ofmy comment of dropping my car off and not picking it up till it was fixed. I don't have time to keep getting a run around. The bottom line is I want a new car as this one is unsafe and they keep saying there is nothing wrong. They know everything wrong with the car and there is paper work to prove it!

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Business

Response:

The customer was told to bring car in we would go over it and there would be a charge to look at it.We will not give her a loaner car due to the fact that she has stated she would not bring car back until we fixed everything that was wrong. This is Kingston Nissan stance and final offer to the customer

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:This is not acceptable bottom line!

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Review: I took my car to kingston Nissan the first time because I was over heating. They then told me there was nothing wrong with the car they tested and everything came back normal I had to pay for the diagnostic $107 for nothing on my car to get fixed. Within a couple of weeks my car over heated again the heat was blowing out cold air,antifreeze was pouring out of my car, and the fan was not shutting off after u turn the car completely off. I end up having to take it back to kingston Nissan for them to tell me its my thermostat and that's it's not covered under Warrenty so I end up paying $340 for a new thermostat. And here I am two weeks later with the same problem that I started with. I went and got and locally to get a second opinion it turns out that it was my engine. Now the Warrenty people are saying that if it was cause by the thermostat they will not pay for it. My thing is how would it be cause by the thermostat if the same problem is persist before my thermostat was touch why is my car getting fixed?Desired Settlement: I would like my car to be fixed with me having to come out if pocket further more or my money back for the thermostat and the miss diagnostic.

Business

Response:

To Whom It May Concern:

We are responding to your complaint about our business pertaining to a customer by the name of [redacted] came in on September **, 2013 for an overheating issue on her vehicle. Nissan diagnosed her vehicle needing a thermostat to

be replaced. [redacted] was advised of that information and requested we replace it. After the thermostat was replaced the vehicle was road tested and operated as designed. No further concerns were found pertaining to the vehicle at that time. The customer is responsible for the diagnostic fee of $99.95, which she was informed before service occurred and is advertised on signs throughout the dealership. If any repairs are covered by the customer's warranty, the customer is not responsible for the diagnostic fee or the cost of the repair, but is responsible for a $100.00 deductible. However, in this case, the thermostat is not a covered item under the customer's warranty and the customer was responsible for the full repair.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

[Your Answer Here]

I understand and I have no problem paying for the thermostat If that was the issue. My car is completely InOperatable. So basically I am paying for a car that I can not drive. The whole reason I went to a dealership is so I could have a piece of mind boy was I wrong. I just want my car fixed or be able to trade it in within the same price bracket that I have now. I have been satisfied with you guys up until this point. I hope we can resolve this issue.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Business

Response:

To Whom It May Concern:

We are responding to your complaint about our business pertaining to a customer by the name of [redacted]. If [redacted] is unsatisfied with her vehicle we are more than happy to accommodate her in getting her into

another vehicle that works best for her and her financial status. [redacted] can stop by our dealership at any time and look at the vehicles that are in her price range and we will try to accommodate her the best that we can to get her into another vehicle of her choose. If [redacted] decides to just replace her issue with her existing vehicle she would have to pay out of pocket because her motor is not a covered expense under her warranty. In order for us to accommodate [redacted] she can stop by the dealership during our sales hours of operation in order to assist her.

Review: I selected a new 2012 Versa Sedan from the car lot with a sticker price of $10,000. The saleman said I choose the cheapest car on the lot. I had seen the vehicle at the local fair and had received a $500 coupon to use towards my purchase. I worked with the sales man to come up with a total price of $10,600. This price included my trade in of $1,500 and my $500 fair coupon. The vehicle is very plain, nothing extra, no car mats, roll down windows, no power anything. This is what I could afford to go back and forth to work. I never received a payment booklet. I have been making timely monthly payments since October 2012. I called the finance company after looking the number up on line to find out my balance since I was nearing what I thought was the end of my loan. The bank told me that I had only paid $12,000 and I still owed $14,000. I thought there was a mistake, the bank informed me that I have a loan for 84 months @ $294.84 a month and that I took out a loan for $18,000. I disputed the and did not get any satisfaction on Monday 8/*/15. I called Nissan and spoke to the sales manager on Tuesday 8/*/15. He informed me that the sales man I worked with on the car was no longer working there. The sales manager proceeded to go down the list of extras listed on my sales slip. Things I would never had agreed to, such as key protection, gap insurance, extended warranty. He said he did not have a $10,000 car on his lot and the car I purchased was $14,000 and with the extras it was it was $18,000 and finance charges were $6676.34 for a grand total of $25,866.56. I was scammed by this dealership. They had me wait for hours when I was purchasing the car stating all sales men were busy. This of course this leaves you frazzled and anxious. When the time had come for me to sign my life away I had no idea I was signing a loan agreement for that amount of money. It was supposed to be $10,600.

When I called the sales manager on Tuesday 8/*/15 he kept repeating I had signed the paperwork and there was nothing he could say to make me feel better. I looked on their web site today and they are advertising a car for $10,000 and it's a 2015. I asked the sales man what the current value of my car is today and he said $8,000. I've already paid $12,000 and I owe $14,000 over the next 4 years.Desired Settlement: I want my car loan to be considered paid in full as I was unfairly scammed by Nissan and signed for add ons I did not want or need. The car is going to end up costing me 3Xs what it is worth. I would have never signed on for a loan of that much. My original sales man knew I didn't want to go over financing $10,000.

Business

Response:

The business has responded. Please see below:In reply to [redacted] complaint,[redacted] said the sticker price of the car she selected was $10,000 it was actually$14,030 and sold to her with the fair discount for 13,530. We did have cars for $9995 plus destination (695) but they were standard shift with no radio or a/c.The $14,000 car was the one she selected,she did agree to purchase a extended service contract and some extras after the agreed price,that added up to $3970.NY State consumer laws state that a business must offer every consumer the same products at the same price and that is what we did [redacted] selected these products,with the prices printed for each product that she signed for in numerous places.as for the finance charge that is dictated by the finance company based on several factors including credit score,money down and term.the statement that we have a new 15 listed for $10,000 is not accurate the least expensive car on our website is $14653.although I am sympathetic to [redacted] frustration I feel we have done nothing wrong. Tom G[redacted]

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

The vehicle was $10,000. That was all I wanted to spend, I would have never agreed to the additional add ons. GAP insurance, an environmental package, extended warranty, and key protection. The car has a manual key entry, it is a plan key without lock and unlock push button features. I was left sitting in the dealership for hours before the paperwork was presented to me. Edmunds and AutoTrader both stated in 2012 that the 2012 Nissan Versa was the cheapest car in America with its roll up windows and manual door locks. I trusted the salesman to honnor our original agreement. I wanted a $10,000 new car without any additions. The invoice was packed with items I did not want. I made a call to the company who is financing the loan to receive the ending balance so I could make my final payment and I was shocked to learn that I had four more years to pay on top of the three years that I have already paid $294.00 each month.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Business

Response:

The business has responded. Please see below:as in my original response,I am sorry she feels deceived,but, I have documents with her signature to support every contention she has with the transaction and that she agreed to it.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

I am a middle aged women and have purchased many new vehicles over the years.I have never been blindsided by such an inflated invoice.I was not aware of all the extras packed into the invoice. I would not have agreed to that purchase had I been informed my total bill would be double my original purchase agreement of $10K.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Review: On July ** 2013 I purchase a 20** Pontiac G6 GTP from Kingston Nissan. Everything went great, the car ran well, and there was no problems with the car. On September **, 2013 while driving to work approximately 0740hrs I approached a stop light and upon the light turning green the car would not go in drive. It was only able to drive in manual or reverse. I was able to get the car into a parking lot where my fiancé drove it in manual home and made an appointment with Kingston Nissan. Kingston Nissan stated they wouldn't be able to do anything with the car until Monday because the techs are not in on weekends and the gave me an appointment for 0900hrs. So on Monday the ** of September I called Kingston Nissan to confirm the appointment and to advise them I would have the car towed to them. I did not receive any call from Kingston Nissan letting me know my vehicle had arrived until I made the phone call. I spoke with the service manager [redacted] who was dealing with my car and I had to call everyday to find out what was going on. I let [redacted] know I am a service member on active duty orders and this car is my only means of transportation. Finally the car was shipped to [redacted] where the Transmission was stripped and they began processing where the problem came from. I still don't know why my transmission went. Not only that but the inspector for the warranty showed up September **. My car was approved buy the warranty thankfully. [redacted] provided a loaner car through Kingston Nissan. I did get a call from [redacted] informing me about the good news but he also informed me there was additional problems. [redacted] found leaking transmission lines and informed me if the weren't fixed and the transmission went bad again from it I wouldn't be covered under the warranty. I then asked [redacted] to find out why anything is leaking on a car that was just bought less than 3 months ago. I asked if the car was checked properly when I bought it why is the transmission going and why are the lines leaking. His response was they said they're not actually leaking they're seeping so get it checked at some point. October ** 2013 I went in to [redacted] and signed the document to allow them to fix the Transmission. I called Kingston Nissan and talked to [redacted] and asked him about the loaner, he advised me to drop the loaner car off at Kingston Nissan at around 1**0hrs. I told [redacted] I was sick and I shouldn't even be out of bed so we agreed to meet at noon. [redacted] told me [redacted] would be in charge of giving me a loaner/rental. I dropped the loaner off and a shuttle from Kingston Nissan took me to [redacted]. When I Got to [redacted] they said Kingston Nissan is suppose to be giving me the rental. So now I was stranded with no car and no way home. My frustration was with [redacted] and I hold him fully responsible because why would he have sent me over to [redacted] without communicating with them about the rental. I called Kingston Nissan and asked to speak to [redacted] only to find out he was on his lunch break. I asked the front desk to have him call me back and I am still waiting. I wondered what kind of service department is Kingston Nissan running where somebody gets dropped off at another dealership and no communication to them has been made. I also thought about my service to this country and how I return home from Afghanistan to deal with people who cant even properly conduct their simple jobs. Which I am sure is to not leave a customer stranded at another car dealership in which the customer has no contract with and then take a lunch brake. A wonderful man name Joe working in the service department at [redacted] helped me I told him I needed to get home and I was sick and he put me into a rental.Desired Settlement: I would like the transmission lines fixed on my recently purchased car and I would like a full refund of the amount I purchased the car for if I incur any problems leading up to the cars inability to function. I would also like an apology from Kingston Nissan for their Service Manager [redacted]. I will also be advising all of my soldiers and their family and friends to never step foot in Kingston Nissan.

Business

Response:

To Whom It May Concern:

We are responding to your complaint about our business pertaining to a customer by the name of[redacted] had her vehicle towed in to Kingston Nissan on September **, 2013 for a

transmission issue. Nissan could not communicate with the vehicle so Nissan had to sublet her vehicle

to [redacted] Chevrolet. Nissan's service manager advised [redacted] of the actions taking place to diagnose

her vehicle and put her in a loaner car. When [redacted] received authorization from the warranty

company to replace the transmission, [redacted], Kingston Nissan's service manager,

contacted [redacted] with this information and [redacted] returned Nissan's loaner to the dealership.

[redacted] had planned to set up [redacted] in there own rental car until her vehicle was repaired. [redacted] was

shuttled to [redacted] Chevrolet upon returning Nissan's loaner and there was an understanding between the Nissan

service manager and [redacted] Chevrolet that [redacted] would provide the loaner vehicle. [redacted]

was updated about her vehicle during the repair process by both Nissan and [redacted] Chevrolet.

[redacted] purchased her vehicle on July **.2013 with 60,000 miles on the vehicle. [redacted] exceeded the limited

warranty on the vehicle provided by Kingston Nissan upon buying the car. [redacted]'s extended warranty covered the transmission repair

but did not cover replacing any transmission lines. That specific repair would be the customer's responsibility. [redacted] was informed

before any service occurred, as is advertised on signs throughout the dealership, that if any repairs are covered by the customer's warranty, the customer is not responsible for the diagnostic fee or the cost of the repair,

but is responsible for a $100.00 deductible. In this case, the transmission itself was covered, with a $I 00 deductible, but the transmission lines were not. Kingston Nissan

is not responsible for incurring the cost of replacing the. transmission lines.

Review: Bought a used 2007 Chrysler Sebring from Kingston Nissan on 6/**/2013. After my trade in the car(2,300) was sold to me at 9,100 and I had to put 650 dollar deposit down. I brought it back to them 3 different times to fix the vehicle with in 3 weeks of owning it. The first time I brought it back it was on 6/**/2013 only had it for an hour after it was bought. It was overheating and A/C not working. They said it was a blown fuse and fixed it. The car didn't over heat again. The second time I brought it back was on 7/**/2013. That was for Engine making loud noises when it was placed in park, they said there was nothing wrong with it. The back end was bouncing around and making noises and they fixed the Struts, brake drums and rear shoes. The last thing was wrong was vibration in the car and they said they fixed that by balanced the tires. The third time I brought it back was 7/**/2013 and had a mechanic ride with me. The back end was still making noises and they said they cut the rear drums noise went away. There was a clicking noise coming from the engine when you shut the car off and they said it was a relay clicking and said it was normal. The passenger door was making noise and they lubed the door. The last thing was that one time we put the car in drive it almost stalled out and they said they cleaned throttle body and ect relear.

The car caught fire on 7/**/2013 which was determine a electrical fire by a fire inspector. Kingston Nissan is saying it is not their fault and that it was an act of god. They told me the only thing I could do to get another car from them is that I could take a loan out from them(1,500) and give them something of value to hold on to for that loan from them and I would have to make 300 dollar payments every month for the loan. I would have to pay them back for that loan and make payments on my car loan and pay car insurance every month. Other than that they are not willing to help me out including they couldn't fix my problems in my car.Desired Settlement: I would like my money from my trade in(2,300), my deposit(650), my 500 deductible, and 500 dollars extra for my Ipod, car seat, 5 music cds and my kids stroller that was lost in the fire.

Business

Response:

Anything else we can do please let us know.

Thank you.

I am writing in response to your letter dated September **, 2013 regarding [redacted], Complaint [redacted].

We have been in contact with [redacted] on multiple occasions regarding his concerns. At this time [redacted] insurance company is investing why the car caught on fire. We have been completely cooperative with the requests of [redacted] insurance company for information regarding any repair done on the 2007 Sebring while in our possession.

At this time we have offered to help [redacted] and internally lend him money for the down payment required for the purchase of a new vehicle. We believe we have gone above and beyond to help [redacted] and there is nothing else we can do at this time.

Sincerely,