Since the filing of this complaint we have reached out to Mr [redacted] with an apology and several options to rectify his concerns Mr [redacted] is working on choosing the best option for him and his family once he has decided which option to take we will move forward with holding our end of the dealFor now we are at a standstill until he decides which to go withIf you have any further questions regarding this matter please contact me directly at [redacted] Sincerely, [redacted] Brown Automotive Group Owner Loyalty Director Office: [redacted] Cell: [redacted]
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below Yes they did call todayYes they wanted me to come into todayI had to decline because I have wasted to much of my time dealing with themOn there website they state they would not waste the customers time witch they have already wasted enough of my timeIf they said yes if you bring in the check we will handle it regardless of identifying the contract holder as they stated I would have been down there with the checkI wanted this conformation from them because the dealership is not just down the street from meI live in L.Acounty and there in Orange countyThis should of been handle the night we came back with the checkAnd why would I agree to pay the first month though there bank when I told them I'm going with my bank with a APR, WHILE they are charging me an APR of Does it make sense to anybody to want to pay a HIGHER APR???? Oh and I did call back to try to get a hold of the GSM and I also left messages with a no CALL BACK!!! I told the GSM that day I would be going though my bank for two reasons, 1: the APR is lower 2: they were charging me way less for GAP insurance (That is why they took off the GAP insurance)Now I have to wait until my first payment from the Buena Park Nissan from thier bank with there APR interest (because I guess that I wanted to pay that APR rate for the first month LOL!) on a car that has a higher cost due to their APR and all of this while I have no GAP insuranceHonestly is there anything that could fix this problem nowI don't knowThis should have never been a problem in the first placeRegards, [redacted]
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear belowThe business in question was the cause of this action and not being transparent and having good customer service practices that will enhance customer trust and confidenceThey refused to take/respond to repeated requests to deal with the issue on a timely matterThis business is negligent in the way that they handle customers and their issuesThey are not responsive on resolving disputes quickly professional and in good faithLike I said before it took them four weeks to respond to my complaint and it's been almost three months for them to repair or try to repair the poor quality work doneFor the past three months all they have done is apologize over and over but not tried to rectify the problem due to the negligence at there dealershipI notified the GM and owner via email that I or wife will be picking up my still damaged vehicle on 5/9...but after arriving at the dealership we noticed the front passenger side tire with a flat and car dirty and after bringing it to there attention of course they again try to throw the blame on usI called ***, [redacted] and [redacted] and no answer so I left them all a voice message to call me and again I have not received a call back from either of them to discuss when my car will be ready to be picked up?I feel I'm being forced to accept my car in the poor condition its inAgain I been very reasonable and patient with them and yet I been treated unfairly as a customer and as a person all I did was bring my car in for an oil change, this is not my fault in any way shape or formI don't understand why the consumer is getting punished cause the quality of work doneThey have failed to answer numerous questions I have requested and have not tried to make a good faith effort to resolve my disputeAnd per Ana's previous conversations she has proposed the option of reimbursing two months of payments totaling $ 1,042.50- this does not resolve the damage not being fixed on my car and they have had possession of my vehicle for about three monthsI waited patiently for them to come to a resolution and at the end I'm getting treated unfairlyOne thing I want done is all optional goods and services to be fully cancelledSince I will no longer feel comfortable taking my car to them for any further services Regards, [redacted]
If so, the Dealer response is: We have made numerous attempts to contact this customer, and have left messages on both phone numbers several timesMy only conversation with Mr [redacted] was on 7/when I received a fax letter expressing his concerns with the vehicleI asked if I could assist him however he informed me no due to he has already contacted Nissan and Revdex.com and ended the callSince then, I have left a voicemail on 7/after his service visit, and today 11/another voicemail on his cell phoneAccording to our records the customer has only come in once on 07/29/repair order number [redacted] with milesThe customer came in for a complimentary oil change, recall- R(passenger side occupancy sensor reprogram,) and during his inspection we found a front turn signal bulb was inoperative in which was replaced under his warranty coverageNowhere on the repair order was it stated that the customer had a concern with a shaking with the engine or loose parts on the vehicleAs part of our follow up system we contact every customer within hours of having their vehicles serviced in order to ensure complete customer satisfactionAt this point the Dealership feels we have made every reasonable attempt to assist the customer by inviting him back in to address any concerns he is having with his vehicleHis warranty on his Nissan Sentra is valid at any Nissan Dealership if the customer wishes to get a second opinion or a first since he never mentioned it to us on his visit on 07/27/Please see attachment for copy of repair order [redacted] Thank you, [redacted] Owner Loyalty Manager 714-739-Ext***
We installed new rear brakes prior to vehicle sale, front brakes were over 50% per CPO guidelinesPer CPO guidelines tires were above 50% tread life remaining and matched per axleWe did assist this customer in covering half the cost of the alignment when the customer hit a pothole and blew out a tireWe have complied with Nissan's CPO guidelines on this vehicleThis customer is a Lyft driver and has put about 8,miles in months on the vehicle which is above average mileage driven for California
Hello [redacted] ***, I want to thank you for the opportunity of speaking with you earlier today 11/22/unfortunately, the complimentary oil changes given to you were a thank you for purchasing here with us at Buena Park Nissan in which they can only be used hereSince the Dealerships are a franchise we can only transfer credit to one of our connecting stores, so another option we discussed would be our sister tore but you confirmed that location would be out of your rangeI apologize we were not able to meet your expectations on your last visit however, we look forward to assisting you in the future if you choose to give us another chance and want to let you know we are here for you seven days a week if you should need any assistance Respectfully, [redacted] Owner Loyalty Manager [redacted] [email protected] 714-739-Ext***
Follow up with customer after purchase on 4/30/and 5/1/14, customer was satisfiedReceived a call from Mr [redacted] on 5/that he had scratches on his vehicle, the Dealer gladly set an appointment for customer to come in the next day5/9, detail wash and recall on vehicle was successfully completed and customer left satisfiedSince then customer has come in once more on 6/in order to service department to reprogram navigation per customer's requestDealer was unaware customer was unsatisifed with vehicle, we have assisted customer every time they requested an appointment with usI reached out to customer today 9/and left message on customer cell with my contact information as well as Nissan Corporate's number in case this is a manufacturer issue Best Regards, [redacted] Owner Loyalty Manager Buena Park Nissan Auto Center Dr Buena Park, CA
After speaking to the Salesman involved he states the Detail Manager threw out the mats since they were not able to fully clean, there was gum residue stuck on the matThe Sales Consultant dropped off regular size black generic floor mats we had available that were customer ready, however it seems the customer is not satisfiedThe vehicle purchased is a pre-owned Toyota Camry as is unit, meaning no replacements or repairs after purchase date and unfortunately, we do not have any Toyota brand matsAs a goodwill gesture, we are willing to offer Ms*** generic tan colored floor mats for her vehicle and she may pick them up Monday-Friday before 7pm by simply giving her name at our Parts counter Thank you, [redacted] Owner Loyalty Manager Buena Park Nissan 714-739-ext***
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below Regards, [redacted] I do not accept her responce she has always been awared of my claim I have request to her in wrigtin as well by fax letter a copy of all documents I have sign as well my fanace company ( [redacted] ) I do have a copy of my contract but mss: cassandra knows that I sign 100s of papers and put my social security and she just dsnt want to send me copyes cuz the finance company as well dealer (buana park nissan ) know they put a diferent SOCIAL to pass LOAN need your help I will send a letter to the DEPARTMENT OF JUSTICE AND DMV INVESTIGATOR
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear belowInitial contract day was 11/3/the buyer was [redacted] ***We never received a letter or call from them to tell us they were not able to sell the contractWe drove hrs to ask them in person to pay the versa loan, for we were getting calls every day from the finance that we were late with the paymentAnd to our surprise we get there and they ask us for another two thousand dollars down paymentI was clear with them that I was not giving them a single extra pennyThat the reason I was there was because I want them to pay the versa loan and talk to them that we no longer have the vehicleThen, they said they were going to rewrite the contract and gI've us the 10,for our car, but to my surprise when we were signing the contract now they put me as a buyers and [redacted] as a co-buyerI ask [redacted] the finance person what was that about then he said the was the only way to pay off my car.At first, I refuse to be the buyer then he said that my credit was going to be ruined if I did not signThey had nothing to loseI even step outside to discuss this with [redacted] since I'm starting with my credit and so far I'm been doing good, so I agree to sign the new contract on November 23, I didn't want to spoiled everything because I was planning to buy a house and know because of the car loan that I have they won't qualifiedI do not understand if they were able to remove and not have the Theft Deterrent Device and Surface protection in the first contract why they can't or wouldn't remove it from the second contractI talk to store manager [redacted] and ask him that if in the other contract something were to happen to the interior an wanted them to fix itWe're they going to covered? And he answered no because it was not on the contract, but now it will and we will take care of itThen, I told him I don't want itThen, he said he was not going to lose more moneyThen, I told him why should I be the one who lose the moneyAgain all I'm asking is to have the surface protection, theft deterrent and service Contract removeI will attach the letter I received from ally about late payments and the letter that the versa was paid Regards, [redacted] ***
Cheever tire is a great freindly place to get your tiresThey are hard working and do the work the good old fashion wayNot only cars, but Tractor tires, big rig tires, repairs and replace tires
After further review, we believe we have been fair with [redacted] and have rectified what we were able to from her previous concernsThe customer initially accepted all add-ons when the contract was signed and once we discounted the vehicle on her re-write it seems she wanted to retract what she already acceptedThe customer may cancel her service contract with an email request for the cancellation to: [redacted] @buenaparknissan.com, however, unfortunately the rest is non-negotiable at this pointThank you, [redacted] Owner Loyalty Manager Buena Park Nissan
Customer had to come back a couple times in order to get items resolvedGas compensation was offered as goodwill and accepted by customerOn April 22, cancellation request was processed by Office Manager at timeMay 28, cancellation was accepted and refund was sent to NMAC FinancingNo further action required
Customer purchased vehicle on 5/The Dealer was not negligent of customer service because the next day on 5/they came in to rewrite contract without multishield and GAP per customer's request and we gladly assisted customer same dayCustomer also agreed to finance vehicle and told General Sales Manager that they will make first payment then switch over to their personal bank for their financing needsToday 6/3, I spoke to customer and asked if this was correct she stated she did but later changed her mindI apologized to customer for frustration and attempted to set appointment for customer to come in and speak with our GSM in order to find best resolution but customer declinedTo clarify I asked customer if she was declining and customer said yes because she will only come to dealer if we agree to terms over phoneI explained to customer we cannot negotiate over phone because we have to make sure we can establish identity of contract holder before we can discuss contract detailsIn order to further assist customer call was transferred to GSM to try one last time to ask customer to come to dealer
Revdex.com:Good afternoon, I was referred by [redacted] ***, I have had trouble trying to respond online, nothing has been resolved, the dealer has not tried to contact me at all, I'm enclosing an email from Nissan USA in which they interviewed the people at Buena Park and they admitted, they never provided me with a disclosure of the driving range, so they concealed the information that that type of car did not have the driving range that I was promised with (miles per charge)Please advise Regards, [redacted]
No I requested documentation via email to [redacted] on Saturday the 14th and she said she will forward me the documentation via email in a couple daysAnd of course I’m still waiting Regards, [redacted]
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear belowPlease post this reply on the Revdex.com website BUYER BEWARE I would advise all car buyers to do research on the Brown Auto Group (Puente Hills Nissan) prior to purchasing a vehicleIf the check the vehicles before putting up for sale these items should be foundI have never in my life had to put this much time and effort in any vehicle I have purchased The sold me a vehicle with Faulty front hub bearing Faulty scalloped front tires faulty fuel sending unit (notifying the bureau of automotive repair) Order of events: 5/16/Went in on a Saturday to purchase a vehicleA employee took the keys home so the vehicle was unavailable for purchase 5/17/Returned Sunday to purchase the vehicleThe vehicle was advertised at $The finance manager tried to sell me multiple add on's so the vehicle was 1500-dollars more than the advertised priceI walked away from the dealI email the General Manager and he said it should have been sold at the advertised price 5/18/Returned Monday and purchased the vehicleThe vehicle was advertised at $I was charged $(will notify weights and measures) 5/18/Drove the vehicle home and noticed a noise coming from the front endChecked the tires and found that they were scallopedI thought, no big deal, its just the tires 5/30/Purchased new front tires and realize the noise was not the tires I remembered the vehicle came with a month/ mile warranty EXACT Wording on warranty: Front Wheel Drive All internal lubricated parts,axle shafts,constant velocity joints, front hub bearing 6/13/Returned to dealership to have warranty covered item replacedI was told the warranty only covers internal lubricated items On 6/15/the dealership offered to replace the bearing for free and a 50% discount on the sending unit 6/19/Returned to the dealership to have the hub bearing replaced.] Regards, [redacted]
I would like to apologize on behalf of the Dealership for the miscommunication, not being present when the customer accepted the extended warranty I am not sure what was saidHowever we did provide the customer a pamphlet with the coverage details showing what she purchasedI left [redacted] a voicemail 1/15/at 5:10pm advising customer to please return my call in order to assist with the cancellationThe Dealership can cancel the warranty per the customer's request however, the payment will not lower, only the amount financed will lower [redacted] can reach me at 714-739-ext [redacted] at her earliest convenience Thank you, [redacted] Owner Loyalty Manager Buena Park Nissan
I drove up from San Diego to buy a car here and I wish I hadn't I called the day before and made an appointment for 9am the next day I showed up at 9am on Saturday and had to wait minutes for Moses to get the car (even though multiple Sales personnel mentioned they were expecting me) I then had to test drive the most dirty/filthy car It had to have been sitting in the lot for 5-months Even though I had an appointment and called in advance, the dealership didn't take the time to do a cursory cleaning of the car and have it ready for me to drive when I arrived The first thing I said when I saw the car was the ding defenders on all four doors had to be removed, else I wouldn't buy it Moses promised they would be removed While sitting in the Sales area, my sister noticed the Guardian Protection Plan mat on the table Moses said the protection covered interior and exterior, but she pointed out the mat only said the interior was protectedMoses guaranteed it covered interior and exterior and said he would provide documentation to that affect The Finance manager came over and gave me the total for the car and said it included tax, license, registration, and fees I agreed to the price and Moses said he would get the car cleanedI reminded him, again, the ding defenders had to be removed from the vehicle else I would not buy it I repeated it 2-times and he said 'yes, yes, they will be removed.' I finally made it into Finance at 10:30am While sitting in Finance, we told the woman helping us what Moses said about the interior and exterior protection and she said it wasn't true, that only the interior was covered Moses finally came in and said he was wrong, but only after being called on it When the Finance individual printed out the Sales contract and gave me a different purchase price than the Finance manager, I went through the contract and realized this dealership was trying to make me pay $for the Guardian Protection Plan, a plan I did not want nor request to be added to the vehicle I said if they didn't remove it from the purchase price, I would walk out The Finance Manager came in and I said he didn't give me an itemized price breakdown so I was not aware of this 'extra' $charge He removed the $from the purchase price and I agreed to buy the vehicle BEWARE: This dealership will try to force you to buy a $Guardian Protection Plan Be very careful reading the itemized sales contract and price breakdown It is now 12pm and Moses tells me the car is clean and ready for me to inspect He then says the detailing deptdidn't want to remove the ding defenders and that I should leave them for protection I was so mad - my Sales guy didn't list to a word I said and ignored my request I had repeatedly told Moses the ding defenders HAD to be removed before I would buy the car Yet, he didn't do it I told him it was unacceptable and they better be removed He said ok I'll get them removed It's now 12:30pm and I've come back from lunch Moses sees me and sticks his fingers in my face and under my nose so I could 'smell' that he removed the ding defenders himself Yes, he really did that He then says the car will be ready in minutes since the alignment was being done My sister and I sit in the Service area and minutes later, Moses says it will be another minutes I was not happy about waiting more time for my vehicle I keep waiting and the Sales Customer Relations Manager (Sylvia) comes over, introduces herself, and tells me the car hasn't been put on the rack yet and the alignment will take an hour I said to forget the alignment that I would get it done at a local dealership, since I wanted to get on the road back to San Diego Sylvia said they would get the car for me About minutes later, she comes back and says the car is already on the rack, which means I have to wait for it to be finished Moses then says it will be another minutes At this point, I told him I didn't believe a word he said and to stop telling me how much longer it would be since everything he told me, thus far, was wrong Finally, it's 1:30pm and my car is ready My sister and I go to inspect it and the first thing we notice is all of the rubber molding along the bottom of the front four windows is completely faded and spotted It looked like 10-year old rubber I pointed this out to Sylvia and she took some pictures, said she would call Nissan, and then follow up with me on Monday I get home and spend another hour cleaning the car (the interior was still dirty from being in the lot for so long) and noticed water stains on the driver window, which I attempted to clean off Later that evening, I receive an email from the dealership with my delivery confirmation I open it and someone forged my initials on it They put my initials on the section stating I received a car in showroom condition and put my initials stating the interior and exterior were each in showroom condition I was livid First off, I did not get a car in showroom conditionSecondly, they FORGED my initials on a document! I was appalled I forwarded the document to Sylvia, explained how mad I was and also that I couldn't remove the water stains from the driver's window Sylvia, as promised, called me on Monday and said Nissan wouldn't replace the defective parts However, she said Puente Hills would cover the parts and replace them, as long as I came back to the dealership for the work to be done I agreed and she said she would order the parts and get them expedited While waiting for the parts to arrive, I sent paperwork to the Finance deptrequesting they cancel my extended service agreement No response from them I left messages and someone finally told me I had to go in person to cancel it During the same time, Sylvia spoke to the GM about my experience and they offered to give me a 3-year pre-paid maintenance plan, which I thought was generous and nice The parts arrive and I drive back up on July While the car was being worked on, Sylvia found out their body shop needed to replace the window molding and this would delay me getting my car back that day I decided to go ahead and wait for the vehicle During this time, I went to Finance to cancel my extended service warranty (I was able to find a cheaper one at a local Nissan dealership) I was told by the person who assisted me, that she couldn't cancel it because she didn't sell it to me Say what?! She told me I had to wait for the person who sold the warranty to me, that only she could cancel it That was utterly ridiculous and not true since I just canceled an extended warranty on a previous Nissan vehicle I owned and had no issues with someone canceling it for me (and it was not the person who sold it to me) I told Sylvia what was going on and asked for help She called someone and learned they had actually pulled my paperwork and didn't submit the extended service warranty And not a single person told me I asked for proof of this, but no one had any Sylvia checked to see if she could write me a letter indicating what happened and while checking, she was able to get approval to give me a check that day for the refund amount and have me sign a cancelation form She then had to force the woman in Finance to write up the cancelation form since she was originally refusing to since she didn't 'sell' it to me My car was finally ready at 4pm and when I inspected it, I found damage to multiple parts of my vehicle The body shop had scratched up exterior window panels and scratched the paint on one of the doors The detailers tried to clean it up, but couldn't fix the damage After going back-n-forth on a solution, Sylvia was able to get approval to send me a check for the work so I could get it fixed at a local dealershipI did not want to leave my car there and definitely didn't want that body shop to touch my car again, after the damage they already caused So I left with a car that was more damaged than when I brought it in The next day, I found more damage to the car from the work that was done The tech had scratched up the interior driver door panel in multiple places I reached out to the owner loyalty director, but they wouldn't provide funds to repair the door panel since I found it after I left Even though they and I know they were the only ones who touched my car and damaged it, they wouldn't do anything to help with the repair/replacement of it If you are considering going to Puente Hills Nissan to buy a car or bring it in for Service, be very careful Thoroughly inspect your vehicle from front-to-back and make sure you don't get forced into buying the Guardian Protection Plan if you don't want it The only good thing about my experience was my interaction with SylviaBut she's no longer at this dealership
Since the filing of this complaint we have reached out to Mr [redacted] with an apology and several options to rectify his concerns Mr [redacted] is working on choosing the best option for him and his family once he has decided which option to take we will move forward with holding our end of the dealFor now we are at a standstill until he decides which to go withIf you have any further questions regarding this matter please contact me directly at [redacted] Sincerely, [redacted] Brown Automotive Group Owner Loyalty Director Office: [redacted] Cell: [redacted]
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below Yes they did call todayYes they wanted me to come into todayI had to decline because I have wasted to much of my time dealing with themOn there website they state they would not waste the customers time witch they have already wasted enough of my timeIf they said yes if you bring in the check we will handle it regardless of identifying the contract holder as they stated I would have been down there with the checkI wanted this conformation from them because the dealership is not just down the street from meI live in L.Acounty and there in Orange countyThis should of been handle the night we came back with the checkAnd why would I agree to pay the first month though there bank when I told them I'm going with my bank with a APR, WHILE they are charging me an APR of Does it make sense to anybody to want to pay a HIGHER APR???? Oh and I did call back to try to get a hold of the GSM and I also left messages with a no CALL BACK!!! I told the GSM that day I would be going though my bank for two reasons, 1: the APR is lower 2: they were charging me way less for GAP insurance (That is why they took off the GAP insurance)Now I have to wait until my first payment from the Buena Park Nissan from thier bank with there APR interest (because I guess that I wanted to pay that APR rate for the first month LOL!) on a car that has a higher cost due to their APR and all of this while I have no GAP insuranceHonestly is there anything that could fix this problem nowI don't knowThis should have never been a problem in the first placeRegards, [redacted]
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear belowThe business in question was the cause of this action and not being transparent and having good customer service practices that will enhance customer trust and confidenceThey refused to take/respond to repeated requests to deal with the issue on a timely matterThis business is negligent in the way that they handle customers and their issuesThey are not responsive on resolving disputes quickly professional and in good faithLike I said before it took them four weeks to respond to my complaint and it's been almost three months for them to repair or try to repair the poor quality work doneFor the past three months all they have done is apologize over and over but not tried to rectify the problem due to the negligence at there dealershipI notified the GM and owner via email that I or wife will be picking up my still damaged vehicle on 5/9...but after arriving at the dealership we noticed the front passenger side tire with a flat and car dirty and after bringing it to there attention of course they again try to throw the blame on usI called ***, [redacted] and [redacted] and no answer so I left them all a voice message to call me and again I have not received a call back from either of them to discuss when my car will be ready to be picked up?I feel I'm being forced to accept my car in the poor condition its inAgain I been very reasonable and patient with them and yet I been treated unfairly as a customer and as a person all I did was bring my car in for an oil change, this is not my fault in any way shape or formI don't understand why the consumer is getting punished cause the quality of work doneThey have failed to answer numerous questions I have requested and have not tried to make a good faith effort to resolve my disputeAnd per Ana's previous conversations she has proposed the option of reimbursing two months of payments totaling $ 1,042.50- this does not resolve the damage not being fixed on my car and they have had possession of my vehicle for about three monthsI waited patiently for them to come to a resolution and at the end I'm getting treated unfairlyOne thing I want done is all optional goods and services to be fully cancelledSince I will no longer feel comfortable taking my car to them for any further services Regards, [redacted]
If so, the Dealer response is: We have made numerous attempts to contact this customer, and have left messages on both phone numbers several timesMy only conversation with Mr [redacted] was on 7/when I received a fax letter expressing his concerns with the vehicleI asked if I could assist him however he informed me no due to he has already contacted Nissan and Revdex.com and ended the callSince then, I have left a voicemail on 7/after his service visit, and today 11/another voicemail on his cell phoneAccording to our records the customer has only come in once on 07/29/repair order number [redacted] with milesThe customer came in for a complimentary oil change, recall- R(passenger side occupancy sensor reprogram,) and during his inspection we found a front turn signal bulb was inoperative in which was replaced under his warranty coverageNowhere on the repair order was it stated that the customer had a concern with a shaking with the engine or loose parts on the vehicleAs part of our follow up system we contact every customer within hours of having their vehicles serviced in order to ensure complete customer satisfactionAt this point the Dealership feels we have made every reasonable attempt to assist the customer by inviting him back in to address any concerns he is having with his vehicleHis warranty on his Nissan Sentra is valid at any Nissan Dealership if the customer wishes to get a second opinion or a first since he never mentioned it to us on his visit on 07/27/Please see attachment for copy of repair order [redacted] Thank you, [redacted] Owner Loyalty Manager 714-739-Ext***
We installed new rear brakes prior to vehicle sale, front brakes were over 50% per CPO guidelinesPer CPO guidelines tires were above 50% tread life remaining and matched per axleWe did assist this customer in covering half the cost of the alignment when the customer hit a pothole and blew out a tireWe have complied with Nissan's CPO guidelines on this vehicleThis customer is a Lyft driver and has put about 8,miles in months on the vehicle which is above average mileage driven for California
Hello [redacted] ***, I want to thank you for the opportunity of speaking with you earlier today 11/22/unfortunately, the complimentary oil changes given to you were a thank you for purchasing here with us at Buena Park Nissan in which they can only be used hereSince the Dealerships are a franchise we can only transfer credit to one of our connecting stores, so another option we discussed would be our sister tore but you confirmed that location would be out of your rangeI apologize we were not able to meet your expectations on your last visit however, we look forward to assisting you in the future if you choose to give us another chance and want to let you know we are here for you seven days a week if you should need any assistance Respectfully, [redacted] Owner Loyalty Manager [redacted] [email protected] 714-739-Ext***
Follow up with customer after purchase on 4/30/and 5/1/14, customer was satisfiedReceived a call from Mr [redacted] on 5/that he had scratches on his vehicle, the Dealer gladly set an appointment for customer to come in the next day5/9, detail wash and recall on vehicle was successfully completed and customer left satisfiedSince then customer has come in once more on 6/in order to service department to reprogram navigation per customer's requestDealer was unaware customer was unsatisifed with vehicle, we have assisted customer every time they requested an appointment with usI reached out to customer today 9/and left message on customer cell with my contact information as well as Nissan Corporate's number in case this is a manufacturer issue Best Regards, [redacted] Owner Loyalty Manager Buena Park Nissan Auto Center Dr Buena Park, CA
After speaking to the Salesman involved he states the Detail Manager threw out the mats since they were not able to fully clean, there was gum residue stuck on the matThe Sales Consultant dropped off regular size black generic floor mats we had available that were customer ready, however it seems the customer is not satisfiedThe vehicle purchased is a pre-owned Toyota Camry as is unit, meaning no replacements or repairs after purchase date and unfortunately, we do not have any Toyota brand matsAs a goodwill gesture, we are willing to offer Ms*** generic tan colored floor mats for her vehicle and she may pick them up Monday-Friday before 7pm by simply giving her name at our Parts counter Thank you, [redacted] Owner Loyalty Manager Buena Park Nissan 714-739-ext***
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below Regards, [redacted] I do not accept her responce she has always been awared of my claim I have request to her in wrigtin as well by fax letter a copy of all documents I have sign as well my fanace company ( [redacted] ) I do have a copy of my contract but mss: cassandra knows that I sign 100s of papers and put my social security and she just dsnt want to send me copyes cuz the finance company as well dealer (buana park nissan ) know they put a diferent SOCIAL to pass LOAN need your help I will send a letter to the DEPARTMENT OF JUSTICE AND DMV INVESTIGATOR
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear belowInitial contract day was 11/3/the buyer was [redacted] ***We never received a letter or call from them to tell us they were not able to sell the contractWe drove hrs to ask them in person to pay the versa loan, for we were getting calls every day from the finance that we were late with the paymentAnd to our surprise we get there and they ask us for another two thousand dollars down paymentI was clear with them that I was not giving them a single extra pennyThat the reason I was there was because I want them to pay the versa loan and talk to them that we no longer have the vehicleThen, they said they were going to rewrite the contract and gI've us the 10,for our car, but to my surprise when we were signing the contract now they put me as a buyers and [redacted] as a co-buyerI ask [redacted] the finance person what was that about then he said the was the only way to pay off my car.At first, I refuse to be the buyer then he said that my credit was going to be ruined if I did not signThey had nothing to loseI even step outside to discuss this with [redacted] since I'm starting with my credit and so far I'm been doing good, so I agree to sign the new contract on November 23, I didn't want to spoiled everything because I was planning to buy a house and know because of the car loan that I have they won't qualifiedI do not understand if they were able to remove and not have the Theft Deterrent Device and Surface protection in the first contract why they can't or wouldn't remove it from the second contractI talk to store manager [redacted] and ask him that if in the other contract something were to happen to the interior an wanted them to fix itWe're they going to covered? And he answered no because it was not on the contract, but now it will and we will take care of itThen, I told him I don't want itThen, he said he was not going to lose more moneyThen, I told him why should I be the one who lose the moneyAgain all I'm asking is to have the surface protection, theft deterrent and service Contract removeI will attach the letter I received from ally about late payments and the letter that the versa was paid Regards, [redacted] ***
[redacted] My sincere apologiesI am prepared to refund requested amount of $+ taxI will email customer with my response as well
Cheever tire is a great freindly place to get your tiresThey are hard working and do the work the good old fashion wayNot only cars, but Tractor tires, big rig tires, repairs and replace tires
After further review, we believe we have been fair with [redacted] and have rectified what we were able to from her previous concernsThe customer initially accepted all add-ons when the contract was signed and once we discounted the vehicle on her re-write it seems she wanted to retract what she already acceptedThe customer may cancel her service contract with an email request for the cancellation to: [redacted] @buenaparknissan.com, however, unfortunately the rest is non-negotiable at this pointThank you, [redacted] Owner Loyalty Manager Buena Park Nissan
Customer had to come back a couple times in order to get items resolvedGas compensation was offered as goodwill and accepted by customerOn April 22, cancellation request was processed by Office Manager at timeMay 28, cancellation was accepted and refund was sent to NMAC FinancingNo further action required
Customer purchased vehicle on 5/The Dealer was not negligent of customer service because the next day on 5/they came in to rewrite contract without multishield and GAP per customer's request and we gladly assisted customer same dayCustomer also agreed to finance vehicle and told General Sales Manager that they will make first payment then switch over to their personal bank for their financing needsToday 6/3, I spoke to customer and asked if this was correct she stated she did but later changed her mindI apologized to customer for frustration and attempted to set appointment for customer to come in and speak with our GSM in order to find best resolution but customer declinedTo clarify I asked customer if she was declining and customer said yes because she will only come to dealer if we agree to terms over phoneI explained to customer we cannot negotiate over phone because we have to make sure we can establish identity of contract holder before we can discuss contract detailsIn order to further assist customer call was transferred to GSM to try one last time to ask customer to come to dealer
Revdex.com:Good afternoon, I was referred by [redacted] ***, I have had trouble trying to respond online, nothing has been resolved, the dealer has not tried to contact me at all, I'm enclosing an email from Nissan USA in which they interviewed the people at Buena Park and they admitted, they never provided me with a disclosure of the driving range, so they concealed the information that that type of car did not have the driving range that I was promised with (miles per charge)Please advise Regards, [redacted]
No I requested documentation via email to [redacted] on Saturday the 14th and she said she will forward me the documentation via email in a couple daysAnd of course I’m still waiting Regards, [redacted]
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear belowPlease post this reply on the Revdex.com website BUYER BEWARE I would advise all car buyers to do research on the Brown Auto Group (Puente Hills Nissan) prior to purchasing a vehicleIf the check the vehicles before putting up for sale these items should be foundI have never in my life had to put this much time and effort in any vehicle I have purchased The sold me a vehicle with Faulty front hub bearing Faulty scalloped front tires faulty fuel sending unit (notifying the bureau of automotive repair) Order of events: 5/16/Went in on a Saturday to purchase a vehicleA employee took the keys home so the vehicle was unavailable for purchase 5/17/Returned Sunday to purchase the vehicleThe vehicle was advertised at $The finance manager tried to sell me multiple add on's so the vehicle was 1500-dollars more than the advertised priceI walked away from the dealI email the General Manager and he said it should have been sold at the advertised price 5/18/Returned Monday and purchased the vehicleThe vehicle was advertised at $I was charged $(will notify weights and measures) 5/18/Drove the vehicle home and noticed a noise coming from the front endChecked the tires and found that they were scallopedI thought, no big deal, its just the tires 5/30/Purchased new front tires and realize the noise was not the tires I remembered the vehicle came with a month/ mile warranty EXACT Wording on warranty: Front Wheel Drive All internal lubricated parts,axle shafts,constant velocity joints, front hub bearing 6/13/Returned to dealership to have warranty covered item replacedI was told the warranty only covers internal lubricated items On 6/15/the dealership offered to replace the bearing for free and a 50% discount on the sending unit 6/19/Returned to the dealership to have the hub bearing replaced.] Regards, [redacted]
I would like to apologize on behalf of the Dealership for the miscommunication, not being present when the customer accepted the extended warranty I am not sure what was saidHowever we did provide the customer a pamphlet with the coverage details showing what she purchasedI left [redacted] a voicemail 1/15/at 5:10pm advising customer to please return my call in order to assist with the cancellationThe Dealership can cancel the warranty per the customer's request however, the payment will not lower, only the amount financed will lower [redacted] can reach me at 714-739-ext [redacted] at her earliest convenience Thank you, [redacted] Owner Loyalty Manager Buena Park Nissan
I drove up from San Diego to buy a car here and I wish I hadn't I called the day before and made an appointment for 9am the next day I showed up at 9am on Saturday and had to wait minutes for Moses to get the car (even though multiple Sales personnel mentioned they were expecting me) I then had to test drive the most dirty/filthy car It had to have been sitting in the lot for 5-months Even though I had an appointment and called in advance, the dealership didn't take the time to do a cursory cleaning of the car and have it ready for me to drive when I arrived The first thing I said when I saw the car was the ding defenders on all four doors had to be removed, else I wouldn't buy it Moses promised they would be removed While sitting in the Sales area, my sister noticed the Guardian Protection Plan mat on the table Moses said the protection covered interior and exterior, but she pointed out the mat only said the interior was protectedMoses guaranteed it covered interior and exterior and said he would provide documentation to that affect The Finance manager came over and gave me the total for the car and said it included tax, license, registration, and fees I agreed to the price and Moses said he would get the car cleanedI reminded him, again, the ding defenders had to be removed from the vehicle else I would not buy it I repeated it 2-times and he said 'yes, yes, they will be removed.' I finally made it into Finance at 10:30am While sitting in Finance, we told the woman helping us what Moses said about the interior and exterior protection and she said it wasn't true, that only the interior was covered Moses finally came in and said he was wrong, but only after being called on it When the Finance individual printed out the Sales contract and gave me a different purchase price than the Finance manager, I went through the contract and realized this dealership was trying to make me pay $for the Guardian Protection Plan, a plan I did not want nor request to be added to the vehicle I said if they didn't remove it from the purchase price, I would walk out The Finance Manager came in and I said he didn't give me an itemized price breakdown so I was not aware of this 'extra' $charge He removed the $from the purchase price and I agreed to buy the vehicle BEWARE: This dealership will try to force you to buy a $Guardian Protection Plan Be very careful reading the itemized sales contract and price breakdown It is now 12pm and Moses tells me the car is clean and ready for me to inspect He then says the detailing deptdidn't want to remove the ding defenders and that I should leave them for protection I was so mad - my Sales guy didn't list to a word I said and ignored my request I had repeatedly told Moses the ding defenders HAD to be removed before I would buy the car Yet, he didn't do it I told him it was unacceptable and they better be removed He said ok I'll get them removed It's now 12:30pm and I've come back from lunch Moses sees me and sticks his fingers in my face and under my nose so I could 'smell' that he removed the ding defenders himself Yes, he really did that He then says the car will be ready in minutes since the alignment was being done My sister and I sit in the Service area and minutes later, Moses says it will be another minutes I was not happy about waiting more time for my vehicle I keep waiting and the Sales Customer Relations Manager (Sylvia) comes over, introduces herself, and tells me the car hasn't been put on the rack yet and the alignment will take an hour I said to forget the alignment that I would get it done at a local dealership, since I wanted to get on the road back to San Diego Sylvia said they would get the car for me About minutes later, she comes back and says the car is already on the rack, which means I have to wait for it to be finished Moses then says it will be another minutes At this point, I told him I didn't believe a word he said and to stop telling me how much longer it would be since everything he told me, thus far, was wrong Finally, it's 1:30pm and my car is ready My sister and I go to inspect it and the first thing we notice is all of the rubber molding along the bottom of the front four windows is completely faded and spotted It looked like 10-year old rubber I pointed this out to Sylvia and she took some pictures, said she would call Nissan, and then follow up with me on Monday I get home and spend another hour cleaning the car (the interior was still dirty from being in the lot for so long) and noticed water stains on the driver window, which I attempted to clean off Later that evening, I receive an email from the dealership with my delivery confirmation I open it and someone forged my initials on it They put my initials on the section stating I received a car in showroom condition and put my initials stating the interior and exterior were each in showroom condition I was livid First off, I did not get a car in showroom conditionSecondly, they FORGED my initials on a document! I was appalled I forwarded the document to Sylvia, explained how mad I was and also that I couldn't remove the water stains from the driver's window Sylvia, as promised, called me on Monday and said Nissan wouldn't replace the defective parts However, she said Puente Hills would cover the parts and replace them, as long as I came back to the dealership for the work to be done I agreed and she said she would order the parts and get them expedited While waiting for the parts to arrive, I sent paperwork to the Finance deptrequesting they cancel my extended service agreement No response from them I left messages and someone finally told me I had to go in person to cancel it During the same time, Sylvia spoke to the GM about my experience and they offered to give me a 3-year pre-paid maintenance plan, which I thought was generous and nice The parts arrive and I drive back up on July While the car was being worked on, Sylvia found out their body shop needed to replace the window molding and this would delay me getting my car back that day I decided to go ahead and wait for the vehicle During this time, I went to Finance to cancel my extended service warranty (I was able to find a cheaper one at a local Nissan dealership) I was told by the person who assisted me, that she couldn't cancel it because she didn't sell it to me Say what?! She told me I had to wait for the person who sold the warranty to me, that only she could cancel it That was utterly ridiculous and not true since I just canceled an extended warranty on a previous Nissan vehicle I owned and had no issues with someone canceling it for me (and it was not the person who sold it to me) I told Sylvia what was going on and asked for help She called someone and learned they had actually pulled my paperwork and didn't submit the extended service warranty And not a single person told me I asked for proof of this, but no one had any Sylvia checked to see if she could write me a letter indicating what happened and while checking, she was able to get approval to give me a check that day for the refund amount and have me sign a cancelation form She then had to force the woman in Finance to write up the cancelation form since she was originally refusing to since she didn't 'sell' it to me My car was finally ready at 4pm and when I inspected it, I found damage to multiple parts of my vehicle The body shop had scratched up exterior window panels and scratched the paint on one of the doors The detailers tried to clean it up, but couldn't fix the damage After going back-n-forth on a solution, Sylvia was able to get approval to send me a check for the work so I could get it fixed at a local dealershipI did not want to leave my car there and definitely didn't want that body shop to touch my car again, after the damage they already caused So I left with a car that was more damaged than when I brought it in The next day, I found more damage to the car from the work that was done The tech had scratched up the interior driver door panel in multiple places I reached out to the owner loyalty director, but they wouldn't provide funds to repair the door panel since I found it after I left Even though they and I know they were the only ones who touched my car and damaged it, they wouldn't do anything to help with the repair/replacement of it If you are considering going to Puente Hills Nissan to buy a car or bring it in for Service, be very careful Thoroughly inspect your vehicle from front-to-back and make sure you don't get forced into buying the Guardian Protection Plan if you don't want it The only good thing about my experience was my interaction with SylviaBut she's no longer at this dealership