Luther Nissan KIA

I am rejecting this response because:I was under the assumption I was getting my labor I was charged on the first visit refunded to meThat was a hefty charge to miss it the first time when that was specifically what I brought it there to be looked atOn the second visit he did give me a small credit and I'm willing to take that off the $I was told I would be refundedI'm not trying to be unfair but their company made the mistakeI feel like I was taken advantage ofAt this point I just want my money backI have been requesting a copy of the diagnostic test to see if it in fact shows the cracked tankThe manager charged me for the test that they hook your car up to and run but I have an email from him where he stated it was a visual diagnostic testNothing he says makes any senseWhy was I charged and given the credit for that test?? He doesn't want me to have a copy of it

Although we can understand Ms [redacted] is frustrated with this situation, we are unable to refund her tow as requested We did try to honestly and openly do our best to assist Ms*** When her vehicle was being diagnosed, the Nissan diagnostic tool was utilizedThis tool is directly from Nissan North America, and analyzes and guides the Technicians on possible issues and corrections for the specific vin they are working on When running hers, it directed us that the steering column needed to be replaced to correct the repair on her specific vehicle Although there is a service bulletin on similar vehicles for a similar problem, her vehicle is not included as an authorized vehicle requiring that repair That tells us that specific repair would not have correctly repaired the issue she was experiencing Her vehicle required something different than the bulleting to correctly repair the issue Since that bulletin did not apply to her vehicle, we contacted the District representative to approve goodwill payment from Nissan for the recommended repair However, the goodwill payment was not approved by Nissan North AmericaWe were unaware that she was sending a towing company for her vehicle; had we known, we definitely would have put the parts back together and had it ready for pick up! We did try to assist Ms [redacted] in every way we could, and we apologize for her frustrations I assure you we are very honest with our Customers, as well as our repairs as directed by the Manufacturer There are strict requirements and regulations regarding warranty repair guidelines, and we take pride in doing things the right way! I apologize Ms [redacted] did not have a good experience with us this time

Although we understand and apologize for Ms [redacted] ’s frustrations, we are unable to do anything further for her We have corrected the issues that have been brought to our attention We have also agreed to extend our standard 2,mile/day warranty to 5,miles/days At the time of the vehicle purchase, extended service contract options were discussed and offered for purchase; the customer declinedWe do appreciate Ms [redacted] as a customer, and have done our best to make this a positive experience for herAlthough we cannot meet her additional requests on this situation, we will warranty this vehicle as mentioned for up to 5,miles from the mileage at purchase or day period from the date of purchase as agreed

We apologize for Ms [redacted] ’s frustrations regarding her daughter’s purchase We did explain everything thoroughly to her daughter and her father when they were here making the purchaseWe felt they had a good experience at the time We did agree to the sale price as quoted on the internet, and did adjust her purchase accordingly As noted on this advertisement however, this price includes a $1,rebate that is not available if the customer chooses the zero percent financing [redacted] did choose to utilize the zero percent financing so her sale price was the $19,plus the $1,rebate that does not apply in combination with the zero percent financing Per Nissan North America’s programs as well as many other manufacturers, the customer can choose to apply the rebates OR choose zero percent financing, but they cannot have bothI apologize for Ms [redacted] ’s experience, and that this was not explained to her more thoroughly when she came in with her daughter after the purchase We in no way tried to mislead her or play a “numbers game” as she states We take pride in providing our customers an excellent experience with every interaction, and I apologize we were not able to do this with Ms [redacted]

In reference to this concern, we were unaware of her request to only apply for credit with Capital OneBecause we were unable to get the payment she wanted with Capital One, we tried other banks per our financing process and as authorized with her signature on the credit application Unfortunately, we could not come to an agreement for the terms of the vehicle purchase and the client left without purchasing a vehicle

I am rejecting this response because: The only reason I accepted for Luther to take back the vehicle because they refused to do work on itI cannot be without a vehicleI also did not get my full cost returned to meThey did not discuss anything on the costs when I went into the dealership they had the check already typed out and would not change anythingI want the remaining cost that is owed to meI advised the person that met us there that this is an incorrect cost checkHe said nothingCost down was $they gave me a check for $I want the remainder of the money owed to meTotal of $1260.93Thank you

Left VM for Ms [redacted] , advising that case will be closed 'Resolved' at this time.(If additional issues remain to be addressed, Ms [redacted] may contact Revdex.com to have case re-opened.)

I am rejecting this response because: The information provided is inaccurateThe warranty (email document) was for an additional days and NOT from date of purchaseThe vehicle is NOT fixed this is also in accurateHere are the notes I have been taking06/17/went and picked up my vehicleTook it home and did a look around and noticed that there is a part missing on the front of itI took a photo and sent an email ASAP to notify the General ManagerNo responseAlso note that the trunk was not working properlyI emailed the General Manger on this as wellWe fixed this instead of having to bring it back to them againKeeping notes that the airbag light still acting up06/20/emailed the GM and told him that we fixed the trunk ourselves and that I need someone to come out and put the part back onto my vehicle06/26/the part that was missing arrived at our homeI also emailed Nissan about the RPM issue that was happening while we were drivingI have yet to receive a response and it is 11:18amI also brought my vehicle into Precision Tune today due to the constant issuesThey only did an inspection and oil changeThey concluded the abshifting patter and they described it and stated that yes the vehicle was in an accident and the body was not repaired correctlyNissan never disclosed this information to usBrad Knutson is refusing to work on my vehicle and will only meet with meDue to his emails and tones I do not feel safe near him

Repair attempt has been made twice by this dealership (Luther Nissan Kia). I left voicemail for customer on 8/1/17 letting them know that I do accept responsibility for this repair and to call me back so I can be directly involved in getting this taken care of in the next visit.Greg ***Service... ManagerLuther Nissan Kia ###-###-####

I am rejecting this response because: When I stated to them that there was a bulletin for this issue, I was aware of it, they did nothing to tell me that they could replace the $steering column assembly lock with a $steering column assembly box. I just have a hard time believing that not a tech nor the advisor, knew of the cheaper fix. Maybe the diagnostic tool doesn't say that, but they should be aware of bulletins, as it was just issued earlier this year. I have attached the service bulletin, and it was the same issue with my car, even though my VIN was not included, and Nissan states in the bulletin that your steering wheel will no longer lock with the part they were fixing it with. The only thing that the District representative was called for was to fix the repair for free under goodwill pmt. Since the service manager told me he didn't even know of this part, he never requested the replacement part to be put in my car. I would have paid for the steering column lock box repair, did not have to be free. They were made aware that my tow would be getting my car when I paid for the diagnostic. They had 30-minutes to put it back together!I made calls to different Nissan dealers in the Twin Cities area and asked if my car was towed in and was NOT included in the service bulletin, would they fix with the steering column assembly box. They stated yes and gave me the price. So Luther not giving me that option, which I would have had them repair, I had to pay for yet another tow! If requirements and regulations regarding warranty repairs are so strict, why could I go in and buy the steering column assembly box from the dealer? If it's a strict part, why can just anyone come and buy the part from the dealer? If that is a warranty repair fix, why were other Nissan dealers telling me that they could fix my car with the steering column assembly box even though my VIN was not under the service bulletin?

I am rejecting this response because:
Brad *** has not attempted to resolve thisI have received emails of him refusing to work on the vehicleHe did not want anything to get documented via email and refused to communicate with myself unless it was on his terms onlyHe has been very rude at to a point threateningI will not have any meeting with him without someone else there to be witnessWe will be coming in Wednesday but again he will not be there and has someone else handling this situationI had no choice on any of thisWe need a vehicle and Luther refused to work on the Pathfinder (email available)I will advise an update after tonight's meetingI have also contacted MN Attorney General on this case and they may be contacting Luther Nissan as well.Thank you

Although we understand and apologize for Ms***’s frustrations regarding this situation, we feel we have done as much as possible to correct this situationAlthough we were unable to find the leak on the seam of the gas tank the initial visit here, we did find it and correct it the second
visit. The initial visit, upon inspection by our trained technicians, the most likely cause was the fuel tank evap filter. This was replaced for her at a cost of $on repair order ***Also on that repair order, we provided additional unrelated services that were needed and authorized by Ms*** at that timeThe charges for these unrelated repairs were never part of the discussion regarding the gas tank leakAt the second visit, the leak in the seam of the gas tank was found. After many discussions with Ms***, both parties agreed to replace the gas tank for a cost to her of $500. This is a repair initially costing almost $900. We agreed to credit her for the $paid for the errant diagnosis and highly discount the remaining price as much as we could to meet her at the agreed upon price of $We feel this is a very fair agreement, and she had agreed to this as wellAs for a diagnostic report, I am unclear on what she is requesting. We print on the repair order the customer’s concern, the diagnosis of that concern, and what was done to correct the concern. It is printed for each job, and on every repair order, so she has this information. She had previously requested private information of our employees, and we cannot provide that information to her due to privacy regulations. She has received the diagnostic information on the repair orders, she has received credit for the charge on the errant repair towards the highly discounted second repair charge, and was charged the flat $for her second visit as agreed. At this time, we have done everything we can, which also covers what the customer is requesting as well Tell us why here

Ms***'s plates are here for her to pick up. Thank you

I am rejecting this response because:I was under the assumption I was getting my labor I was charged on the first visit refunded to me. That was a hefty charge to miss it the first time when that was specifically what I brought it there to be looked at. On the second visit he did give me a small credit and I'm willing to take that off the $725.44 I was told I would be refunded. I'm not trying to be unfair but their company made the mistake. I feel like I was taken advantage of. At this point I just want my money back. I have been requesting a copy of the diagnostic test to see if it in fact shows the cracked tank. The manager charged me for the test that they hook your car up to and run but I have an email from him where he stated it was a visual diagnostic test. Nothing he says makes any sense. Why was I charged and given the credit for that test?? He doesn't want me to have a copy of it.

I am rejecting this response because:
The only reason I accepted for Luther to take back the vehicle because they refused to do work on it. I cannot be without a vehicle. I also did not get my full cost returned to me. They did not discuss anything on the costs when I went into the dealership they had the check already typed out and would not change anything. I want the remaining cost that is owed to me. I advised the person that met us there that this is an incorrect cost check. He said nothing. Cost down was $3030 they gave me a check for $1769.07 I want the remainder of the money owed to me. Total of $1260.93Thank you

Business response received via e-mail to Revdex.com, 3/30/16. Scan is attached; text of response reads as follows:"March 30, 2016To Whom It May Concern:RE: [redacted] concern -- Complaint number [redacted]In regards to Mr [redacted]'s frustrations with his vehicle heater, we are unable to let him return the...

vehicle. The vehicle selected and purchased by Mr [redacted] is performing to the Nissan standards as verified by the Nissan Engineer that met and discussed this with him.We apologize if he is not satisfied with Nissan's vehicle standards. However, as a dealer, this is out of our control as we have no input on the vehicle design or specifications. If Mr [redacted] has any further concerns, he would need to contact Nissan North America Consumer Affairs for further assistance.Thank you, Shelly [redacted]ControllerLuther Nissan Kia"

I am rejecting this response because:I didn't reject the finance offers from their finance department. I was told by the finance manager that they were waiting on a few more banks and would give me a call and since they didn't do any of that. I am still requesting the inquires to be removed due to the poor communication from your finance manager and lies.

Although we understand and apologize for Ms. [redacted]’s frustrations, we are unable to do anything further for her.  We have corrected the issues that have been brought to our attention.  We have also agreed to extend our standard 2,500 mile/60 day warranty to 5,000 miles/120 days. ...

At the time of the vehicle purchase, extended service contract options were discussed and offered for purchase; the customer declined. We do appreciate Ms. [redacted] as a customer, and have done our best to make this a positive experience for her. Although we cannot meet her additional requests on this situation, we will warranty this vehicle as mentioned for up to 5,000 miles from the mileage at purchase or 120 day period from the date of purchase as agreed.

Although we can understand Ms. [redacted] is frustrated with this situation, we are unable to refund her tow as requested.  We did try to honestly and openly do our best to assist Ms. [redacted].  When her vehicle was being diagnosed, the Nissan diagnostic tool was utilized. This tool is directly...

from Nissan North America, and analyzes and guides the Technicians on possible issues and corrections for the specific vin they are working on.  When running hers, it directed us that the steering column needed to be replaced to correct the repair on her specific vehicle.    Although there is a service bulletin on similar vehicles for a similar problem, her vehicle is not included as an authorized vehicle requiring that repair.  That tells us that specific repair would not have correctly repaired the issue she was experiencing.  Her vehicle required something different than the bulleting to correctly repair the issue.  Since that bulletin did not apply to her vehicle, we contacted the District representative to approve goodwill payment from Nissan for the recommended repair.  However, the goodwill payment was not approved by Nissan North America. We were unaware that she was sending a towing company for her vehicle; had we known, we definitely would have put the parts back together and had it ready for pick up!   We did try to assist Ms. [redacted] in every way we could, and we apologize for her frustrations.  I assure you we are very honest with our Customers, as well as our repairs as directed by the Manufacturer.  There are strict requirements and regulations regarding warranty repair guidelines, and we take pride in doing things the right way! I apologize Ms. [redacted] did not have a good experience with us this time.

We have agreed to buy this vehicle back from the customer. We have made many attempts to meet in person and discuss an amicable solution to no avail. Although we have done our best, we cannot meet her expectations in this situation.  Mr. and Mrs. [redacted] are scheduled to come here Wednesday, June 29 to return the vehicle and receive payment of the trade equity less the sales taxes and fees paid on the purchase.  This has been mutually agreed upon by both parties involved.  We have tried our best, and we do apologize for not being able to satisfy Mrs. [redacted] in this situation.