Lancaster Nissan, Inc.

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*** came in and spoke with our Advisor KaneHe asked to have his alternator replaced and also asked for a price to diagnose an air conditioning concernHe said he didn’t think it was as cold as it used to beWe quoted $to look into his concernHe declined to have
this done, just install the alternatorIn order to gain access to the alternator we drained, captured freon and evacuated the system so we could disconnect the two air conditioning hosesWe captured one half pound of freon during the processThe alternator was replaced and the air conditioning hoses were reconnectedWe recharged the system, added the one half pound of freon back in and added an additional lbs of Freon at no chargeThe system holds lbsAt this point the repairs were completeThere was no reason the test the air before or after the service because we were asked to replace the alternator only*** came in and picked up his vehicle*** came in shortly after picking up his vehicle and spoke to Nick since Kane was not inHe explained to Nick that we just replaced his alternator and knew we had the air conditioning lines offNick said we would recheck what we did at no charge and if it was something we had caused we would repair it at no chargeNick at this point was unaware that *** had already asked about an air conditioning diagnosis that he then declined*** brought the car back the next day and we did a free diagnosis of his air conditioning systemWe found that both the low and high side hoses were leaking and they would need replacedWe quoted two prices for the repair using factory hoses or aftermarket hosesThe prices were quoted by Kane who *** had originally spoken toKane informed *** that we were not responsible for the cost of the repairs because the leak was not caused by us removing the hoses*** spoke with Keith the Service Manager about the concernKeith said he would speak to the technician and advisor and call him backWhen Keith called *** back he informed him that we would not be responsible for any of the repairs*** knew that the air conditioning lines would be removed for this repair so he was convinced we caused the problemWhen Keith questioned if his garage remove the hoses the previous two time the alternator had been replaced he said he had called his garage and asked and they said that they had not removed the hosesThere is no way you can remove the alternator without either removing the two air conditioning hoses or removing the complete radiator assembly unless you were to bend the hoses out of the wayWe did not inform *** of any concern when we drained his air conditioning system because we were only replacing the alternator*** ultimately got a free diagnosis of his air conditioning system and if we would have contacted *** at the time we captured one half pound of Freon the result would have been the sameIf he then wanted us to diagnose it we would still have to complete the alternator repair, recharge the system and then check for leaksWe then would have found the same concern that we did when he returned the car to be rechecked for freeThis is a year old vehicle with miles on itIt has never been to our facility before for any repairs or serviceAs a result, with no history, it is our position that we can not be held responsible for an air conditioning system that was leaking prior to our servicing and not having the proper amount of freon in itWe have no intention of fixing something at no charge that we did not causeVehicles come in to our dealership routinely that have been to other independent repair facilities with problems that they can not fix or that they cause and will not take responsibility forWe can not be held responsible for something we did not cause

Please see attached response

I get correspondence all the time either all caps or no capsNo disrespect intendedWe are getting nowhere on this, so consider this my last responseAgainWe did nothing wrongFixed what was to be fixed and fixed the right way after wrong ways didn't work at independent garages

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
 Complaint: [redacted]
I am rejecting this response because:You become very polite when called on your disrespect as well at given proof of your dishonesty as a business. Again, blaming an independent shop just makes you seem arrogant especially when the AC system worked prior to your "Master Techs" touching the vehicle. Of course this won't go anywhere because you take zero responsibility for your mistakes. I am glad you handled this situation the way you did solely for the fact it might prevent even one person from deciding to use your business. I'll be sure to link this Revdex.com complaint and transcript to the [redacted] Review. 
Regards,
[redacted]

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because:Throughout the duration of this process, multiple financial discrepancies existed.  For example, my husband [redacted] was quoted a value for the [redacted] ($11,400) that was different than the value I was quoted ($10,700) as we considered purchasing the [redacted] hatchback. As well, right after I communicated that I was not happy with the [redacted], I was told that there were two options on the lot that I could look at "for the same money."  In fact, the money was not the same at all; as we looked at numbers for these vehicles, I was actually financing twice as much money and walking away with a higher payment.
Mr. D[redacted] indicates that we walked onto their lot at Lancaster Nissan in search of a low-priced vehicle and a low payment.  Indeed, he is correct.  None of the prices of the vehicles were available online or posted on the vehicles so without talking to a salesman, we were not aware that these vehicles were out of our price range.  Upon being quoted the price of the [redacted], we stated that we could not afford it, we were out of our league on this car lot.  Mr. D[redacted] insisted that we drive the vehicle despite the fact that we said we could not afford it.  He kept saying, " How do you know I can't help you?" 
After driving the [redacted], we again stated that we could not afford the vehicle at the quoted price ($13,900.) Mr. D[redacted] again asked, "How do you know?" We began discussing the value of our trade, which I felt was in only fair condition and not worth more than $3,000.00.  He left for a few minutes and came back asking, "What do you think would be just sick money for your Honda? How much money would you think is just insane?" I threw out a random number, saying, "I don't know, $9,000.00?"  He responded, "Well, I'm at $8,500, let me go see what I can do."  After indicating that he could do $9,000 as a trade in for my 2005 Honda Civic, I was still unsure.  I felt something was strange about being offered such a high value for a vehicle with 2 scratched bumpers and 115,000 miles on it.  Mr. D[redacted] said he had a buyer for my car, so to him, it was worth the $9,000.00 and I should not worry about that part.  Against our better judgement, my husband and I decided to purchase the [redacted].  
After realizing we were unhappy with the vehicle, and many days of Mr. D[redacted] patiently allowing me to drive multiple cars on the lot to find something I liked better, I realized that the vehicles on this lot were always going to be out of reach for us.  The $9,000.00 they claimed they were giving us for the Honda was forgotten, and the trade in value for the [redacted] became a variable that increased or decreased depending upon the price of the car we looked at.  Despite the fact that my husband and I obtained financing and tripled the amount of money we were willing to finance, the cars on this lot that made us happy were still out of reach. There were two or three other options that were technically affordable, but did not make us happy because we felt like they were overpriced for what they were.  
My husband spoke with a gentleman by the name of Jared on the evening of July 9, 2014 and requested that Lancaster Nissan purchase the [redacted] from us.  Jared agreed and told my husband that we could come down that evening to give the car back and get the money.  Jared also agreed to give us the cash back for the warranty in the amount of $1,250.00.  I heard my husband reiterate on the phone, "so we can come in tonight or tomorrow morning to give you the car and get the money?" Jared said yes, and also stated that we could do a courtesy trade, which meant we could give the [redacted] to the new dealership where we had found another car, and Jared would pay that dealership for the car. He said that would be easiest - so that's what we did.
The finance manager at Keim Pre-Owned (where we found the new car) spoke with Jared that same night.  He told her the same thing - just bring the car down and he would pay her the promised amount ($6,400.00,) and we would also get $1,250.00 in the form of a check. 
As it turned out, the following day, Jared was not at work and a gentleman named Brandon ended up dealing with the situation.  The finance manager at Keim was told she could not be paid for the [redacted] until he title was produced. That meant she had to front the $6,400 to pay off the loan, obtain the title, take the title to Jared or Brandon, and then be reimbursed the $6,400.00. That was not indicated to her the previous night.  That same morning, my husband went to obtain the check for $1,250.00 and spoke with Brandon, who indicated it was against company policy to hand over a check, we would have to wait 6-8 weeks to receive a check in the mail.  My husband's frustration with the entire situation caused him to lose his temper.  We had already lost the [redacted] and were being offered nothing to make up for that.  As well, the two weeks of frustration spent test driving cars that were either displeasing or unaffordable due to the variable value of the trade on the [redacted]; he felt we had been taken advantage of or misled at every turn. His frustration got the better oh him. He was in fact asked to leave the premises. He was afraid that if he left without the money, we would never actually see it because all of these verbal agreements along the way lacked the detail of what Lancaster Nissan truly planned to do.   Brandon did give my husband the check because my husband indicated that we had spent the money on the purchase of the vehicle at Keim, since Jared told him we could go get they money that day.  They shook hands and my husband departed.
We still are unsure of what happened with the [redacted] Mr. D[redacted] indicates that the trade was "done electronically," so the Honda is null and void. However, we have a sales agreement indicating that Lancaster Nissan valued that trade at $9,000.00. We gave them our car in exchange for a [redacted] and a $6,400.00 loan. We returned the [redacted]. We feel we are due some amount of money for the Honda, as they claim to have had a buyer that paid them $9,000.00 for it.
Regards,
[redacted]

Review: I traded in my vehicle and purchased a used vehicle. I didn't realize this at time of purchase, but the vehicle I purchased was extremely overpriced. I was quoted a trade in value on my vehicle that seemed extreme but worked in my favor at the time. With that extreme trade-in, I was able to afford the vehicle I purchased. Within two weeks, I contacted the sales person because I was extremely unhappy with the vehicle I had purchased. I didn't like the way it drove, it had lots of rattles, much poorer gas mileage than what was displayed on the car when we bought it. The night I test drove it, the sales person told me which roads to drive on and exactly where to turn; this "prescribed route" was not consistent with my everyday driving routes. I was told I could trade in that vehicle - but my original trade (that was worth so much money) was gone. It was like it never existed.

As I drove other vehicles in effort to find a vehicle that pleased me, prices became unclear. Nothing on the lot had a price on it, so I didn't even know what I should be looking at. The sales person was pointing out "the only vehicles on the lot that I could afford." He would show me a vehicle and tell me I could "get it for the same amount of money." In reality, the amount of money I was financing was now doubling. The sales person also attempted to make witty suggestions so I could afford more, such as "borrowing money from my daddy and not telling my husband about the loan," changing my son's daycare to a cheaper location, and refinancing student loans for a lower payment. He also repeatedly commented that I could afford more if I wanted to, I was choosing to spend less. He asked many personal questions about our finances in effort to convince me to spend more money and put myself further in debt.

I finally requested that the dealership purchase the vehicle from me so I could shop elsewhere, as every other lot I went to could not offer me the amount I owed on the loan (which I hadn't even made the first payment on yet.) Since the car was so overpriced, I owed more on the loan than the value of the vehicle. They agreed to do so and provide the amount I owed on the loan plus a reimbursement for the warranty we had purchased. They refuse to acknowledge the fact that I also turned my initial trade over to them. So I've returned the purchased vehicle and received what I owed on it - but they refuse to provide any payment for the original vehicle I traded (which on the night of sale, they documented was worth $9,000.00.)Desired Settlement: I would like to be payed the [redacted] Blue Book value for the original vehicle I turned over to this dealership, since the vehicle I purchased was returned to them and they did not make any attempt to provide compensation for what I originally traded.

Business

Response:

Dear Revdex.com,Lancaster Nissan wishes to compose a response to a complaint filed on Tuesday, July 15th from [redacted]

[redacted].The following statement is from Bob D[redacted], who was [redacted]'s sales professional.To whom it may concern,On June 16th 2014, [redacted] and [redacted] bought a 2007 [redacted]. They came to the dealership looking for an inexpensive vehicle. I showed them several different vehicles ranging in price from $100 to $150 dollars a month. After putting numbers together for them, [redacted] made a counter offer. If we gave them, $9,000 for their trade in they would purchase the [redacted] that night, We agreed on the $9,000 trade in allowance and they took delivery of the [redacted].About two weeks later [redacted] called and said she did not like the vehicle, and asked if there was anything we could do to help. I told her I would check, and discovered the paperwork was processed electronically. I told her because of this the vehicle couldn't be returned and the only thing I could do was trade the vehicle back in. The following day [redacted] came to the dealership to look around at vehicles, but decided it would be better if [redacted] came back in later that night to pick a vehicle she liked. We then drove two vehicles, the second one being a 2011 [redacted] hatchback which she fell in love with. We sold her the [redacted] for $13,995 and where going to trade it back in at $11,000, subtracting the $6,400 payoff she owed on the [redacted], the [redacted] was out of her price range. I did ask if she could talk to her father, since [redacted] had told me how wealthy both her parents and in laws were. did ask if she had considered refinancing her school loans to make them more affordable, and a lower payment, [redacted] did say the bulk of the school loans where [redacted] because he had changed majors. As far as Day Care, that was in response to [redacted] telling me how expensive day care is to pay. We also talked about the fact they were moving to a new location.[redacted] applied for financing through [redacted] and received a 84 month loan. She called me to let me know that she had a draft check and would buy my blue [redacted] hatchback for the same price as the white [redacted] Sedan. We were $2,000 dollars apart and could not make the deal. I told her it was a pleasure working with her and wished her well.The following day [redacted] called and asked if we would buy the vehicle back for the amount she owed. I was with a customer at the time of the call and would call them back. [redacted] called my manager about purchasing the [redacted] back and he agreed. The [redacted] purchased a [redacted] from Keim that day.The next statement is from Brandon M[redacted], who is a Finance Manager who had dealings with **. [redacted] regarding a warranty cancellation of the [redacted],To whom it may concern,The morning of Thursday July 10th [redacted] visited the dealership to cancel an extended warranty he and [redacted] had purchased on their [redacted], I was unfamiliar with the situation, So I stepped out of the office to gather information. I had learned the customers were not satisfied with their auto purchase and had traded the vehicle to Keim and Lancaster Nissan agreed to purchase the vehicle back from Keim for $6,400. I proceeded back to the finance office to cancel the warranty, and explained to **. [redacted] the cancellation would take approximately 4 to 6 weeks, Immediately [redacted]'s demeanor changed and he became very irate. He stood up, shaking his fists in the air and in a loud tone said "This is [redacted]! I am NOT leaving here without a check!" I explained our dealership policy as to not issue a check until the proceeds are received. [redacted] had stated he spoke to a sales manager and said he would receive a check. [redacted] had misunderstood the sales manager, and thought he would have a check immediately rather than in 4 – 6 weeks. I explained our dealership policy again, reiterating we do not issues checks without cancellation funds in hand. **. [redacted] again started yelling profanity in a loud tone, demanding a check and appeared emotional. I maintained a professional manor and offered condolences to [redacted] and assured him as soon as the warranty was cancelled and the cancellation amount was received the dealership would send his check as soon as possible.About this time Lancaster Nissan's GM/Owner came into the office and declared **. [redacted] needed to leave the property because he was creating a disturbance that is not conducive to a business environment, More profanity was said in a loud tone from **. [redacted]. The GM/Owner had noticed **. [redacted] was sobbing and asked him if there was more to **. [redacted]'s situation than met the eye. **. [redacted] had said he wrote a check for $1,250 (the cancellation amount) to Keim for a down payment on his [redacted] purchase that he could not afford without the warranty cancellation money. After a brief deliberation, the GM/Owner decided to bend company policy and issue a dealership check for the amount of $1,250 dollars so **. [redacted] could complete his [redacted] purchase.My knowledge of the situation is that Lancaster Nissan and associated employees went above and beyond what would be required to provide a pleasant purchase experience both during and after the sale, it is unfortunate that **. and [redacted]. [redacted] were not satisfied with their [redacted] purchase, however all avenues were explored to possibly trade in the vehiche and replace it with a more satisfactory vehicle. Even after **. and [redacted]. [redacted] decided to purchase another car elsewhere, Lancaster Nissan still provided superior customer service.Our outcome is to dismiss the claims from [redacted] as buyers remorse. All parties were satisfied at the time of sale. All terms were agreed upon and documented with signatures from all parties.Thank you.

Business

Response:

Please see attached response.

Consumer

Response:

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

Review: [redacted]

I am rejecting this response because:

Throughout the duration of this process, multiple financial discrepancies existed. For example, my husband [redacted] was quoted a value for the [redacted] ($11,400) that was different than the value I was quoted ($10,700) as we considered purchasing the [redacted] hatchback. As well, right after I communicated that I was not happy with the [redacted], I was told that there were two options on the lot that I could look at "for the same money." In fact, the money was not the same at all; as we looked at numbers for these vehicles, I was actually financing twice as much money and walking away with a higher payment.