Lupient Nissan, Inc.

Initial Business Response /* (1000, 13, 2015/12/15) */
Good Afternoon,
I just wanted to let you know that we are in receipt of the complaintI will recover the transaction papers from our file room and after reviewing them I will consult with the salesperson/finance managersAfter I speak with
the sales consultant and all dealership personnel involved I will hear all sides of the storyUpon clarification of everything on our end I will respond to the concerns of the purchaser
Thank you,
Scott ***
Initial Consumer Rebuttal /* (3000, 15, 2015/12/16) */
(The consumer indicated he/she DID NOT accept the response from the business.)
They did not resolve the issueI appreciate that they took the time to read my complaint but I would like the issue resolved
Final Business Response /* (4000, 21, 2015/12/23) */
Contact info for Ms ***:
Scott ***, General Manager
Contact Phone: ***
Final Consumer Response /* (3000, 23, 2015/12/24) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I will have to contact them to see what they have to sayThen decide if I'm fully satisfied with their response

Good afternoon,I must of missed or overlooked the original complaint I usually try to respond to requests as I do realize they do not go away on their own I will search our records and see what we have on file for this customer It appears the car was repaired for a certain
problem and the same problem re-occurred I will respond again with what I find after checking our records.Thank you,Scott ***

I am rejecting this response because:
Thanks for the offer... I still don't feel any of my complaints were addressed. I said I did sign the papers yes, but what they are failing to admit to is that the salesman never disclosed the price difference of the fact the $4,000 would be added to my new loan. Again, I was not wanting to buy a car at that time if the Corolla loan was not COMPLETELY taken care of.... Meaning not just $10,000.... What about any of the other issues I have had with this dealership? No one ever called to check in to on my happiness with the service after so many failures. I was the one that had to consistently call and email... I will like to cancel the warranty but keep the gap. Unfortunately, I am NOT able to refinance as I STILL have not received my title for the RAV4. After talking with my bank with who I would like to do my refinance through..I am not able to do ANYTHING until I have title in my possession. So again, I will have to continue to pay the higher payment... Nothing being resolved.

Initial Business Response /* (1000, 9, 2015/08/24) */
A check for $1616.21 is being issued by Lupient Nissan tomorrow. The warranty company that was used has a new policy in which we have to confirm that it is o.k. to release the funds. This is a new policy that we were unaware of. That has...

happened now. To expedite the customer getting the funds the dealership will have check prepared tomorrow 8/25/2015. Please let us know if you would like to have us mail the check or pick it up. Thank you.
Initial Consumer Rebuttal /* (2000, 11, 2015/08/25) */
Mr [redacted] indicates he will stop by the dealership to pick up his check on 8/26. (Revdex.com has advised GM Tory [redacted] of this.)
Mr [redacted] asked to have noted in his response that his primary frustration was a lack of communication from the dealership over the course of a month or so.

Good afternoon,I have instructed our Service Department to reimburse the $156 that was paid.  Check will be in the mail early in the week beginning April 18th, 2016.Thank you,Scott [redacted]

Initial Business Response /* (1000, 7, 2015/01/31) */
We have bought the truck back from Mr [redacted]...On 01/24/2015 ...

Initial Business Response /* (1000, 8, 2015/01/28) */
Received business response via e-mail to Revdex.com, 1-27-15:
"FROM: LUPIENT BUICK GMC OF ROCHESTER
DATE: 1/27/15
TO: Mr. [redacted], Auto Industry Liason
SUBJECT: COMPLAINT CASE#[redacted]
Mr. [redacted],
The vehicle Mr. [redacted]...

purchased was clearly marked, not only with the proper required AS IS buyers guide sticker but also with a sale
Tag marked "PRE-AUCTION AS IS SALE PRICED". Mr [redacted] signed all necessary AS IS disclosure acknowledgement and documentation before
Taking delivery of the 2002 Cadillac Deville with 189,739 miles vin# [redacted]. The sale did take place right at closing (5pm) but he was
Never rushed or pressured by anyone as he was the only customer here at the time and at his discretion could have taken the vehicle to a
Mechanic of his choice on the following Monday to have it checked out......we recommend that customers do so on vehicles of this vintage
And miles....but it was his decision and his alone that he proceed with the purchase that night. He acknowledged in his complaint that he was
Aware there were several warning lites on when he test drove it, that there was a shimmy or shake that he experienced while on the test drive and
That the low coolant light was on etc........all of which took place before any paperwork or exchange of funds. Under the terms of purchase we are
Unable to warranty the vehicle in any way, but when I personally talked with Mr. [redacted] on Monday at 4:30pm I offered to diagnos the shimmy/shake issue at no charge and told him if he elected to do any repairs with our facility we would do them at a reduced rate but that would
Be totally up to him. He said he would bring the vehicle in on Tuesday(the following day) and have us look at it.
Mr. [redacted] came in later Monday evening and spoke with [redacted] our General Sales Manager and was made the same offer. We will gladly
Honor our offer. My email.....[redacted]@lupient.com

[redacted]
Used Car Manager
Lupient Buick GMC of Rochester
[redacted]
Initial Consumer Rebuttal /* (3000, 10, 2015/01/28) */
(The consumer indicated he/she DID NOT accept the response from the business.)
First off I would like to state that there was No "Pre-Auction" sticker or tag on the vehicle. Even if there had been, who knows what Pre-Auction even means. Does it means its about to go to auction and what bearing does that place in terms of mechanical defects. This tactic of placing a Pre-Auction sticker on a vehicle could induce pressure to buy said vehicle before one loses the chance to! This is an irrelevant topic.
I acknowledged only that the ABS light was on and that the check coolant was on, those were the ONLY indicators on during my test drive. These were also confirmed by the sales rep as the only issues he disclosed.
As stated in my complaint, I did not notice any shaking or shuttering during the test drive! I would deduce that I did not experience that because I did not get a chance to take the vehicle onto the highway and drive the car at highway speeds. This was in fact because I did feel pressured to make it a quick test drive due to the Sales Rep Mr [redacted] saying, "we have to make this quick, we are closing soon".
I was never informed that I could take the vehicle to a mechanic of my choice prior to the sale. Had this been offered I still would not have taken it for inspection because I believed the Sales Rep when he said it had already been checked out, that it was a great reliable vehicle.
Mr [redacted] seems to fail to mention or comment on the fact that their shop did evaluate the vehicle and found numerous defects with it. Some defects which require immediate attention "as noted by them in their report", numerous issues that make the vehicle unsafe to drive.
As an agent of Lupient, Mr [redacted] failed to disclose these defects when directly asked, thus Mr [redacted] and Lupient misrepresented the factual condition of the vehicle.
This is in ways a pretty petty issue on Lupients part, it is a $2599 purchase they would have to refund. I am appalled that they would rather have an unhappy customer and family, lose these customers forever, then simply stand by the quality of their vehicles and refund $2599. Additionally Lupient has their own service center, I am sure it wouldn't cost very much for them to repair the defects themselves.
Is Lupient so money hungry that they can't simply refund $2599 or on the flip side perform the repairs as a gesture of good faith.
In my opinion this situation was manipulated by Lupient, here buy a great reliable vehicle, oh it has some issues, here bring it in and we'll give you a little discount to fix all the issues that we knew about but didn't tell you when we sold it.
Plain and simple, Lupient have clear knowledge of all the defects with the vehicle but when directly asked failed to disclose them.
It would appear they are unable to stand by the quality of their vehicles! It would appear they care more about money and sales then about customer satisfaction and safety.

I am rejecting this response because: They responded as "I will respond again with what I find after checking our records", I am still waiting for their decision.

Good morning,I'm in the process of reviewing the paperwork and will scan and provide copies of the deal as we structured it, everything was fully disclosed at the time of sale and signed by her.  I just want to respond to the complaint at this time and let you know I'm in receipt of the case...

and will send documents in another correspondence. Thank you, Scott [redacted]General Manager

Good afternoon [redacted], Sorry to have to go through this, but I do not see where we went wrong.  Attached is the preliminary worksheet signed by [redacted] as well as the final buyers order and the menu presentation signed by her agreeing to the $443.91 payment.  During the final signing of the papers in the F & I office, the numbers are explained in detail as to what they are signing.  One solution I can think of is if she would wish to cancel the warranty and the GAP and then re-finance the loan at a Credit Union or another lending institution of her choice this, would reduce the amount of the payments.  Please let me know if there is anything further you need from me. Thank you,Scott [redacted]GM Lupient Rochester