In researching the [redacted] vehicle and complaints, firstly we found that their vehicle has not had a tire rotation in over months We would not have taken off the tires in that timetable In addition, we have no notes in our history of comments made by the client about lug nutsIf the lug nuts were loose and not tightened at any time in the past we are very, very sorry Secondly, Mr & Mrs [redacted] were in last January 23, When Mr [redacted] arrived he announced to [redacted] (one of our service advisors) that he wanted to speak to the service manager [redacted] (Parts and Service Director) approached Mr [redacted] and asked what I could do to help himMr [redacted] stated that less then a year ago he had his Cube in for a repair and that he was having the same problem only now it caused further damage [redacted] asked for Mr [redacted] name and information and looked up his history to see what repair we had done [redacted] found that last March we had replaced his muffler & muffler gasket, as a " TIME GOODWILL GESTURE " beyond warranty repair, as the vehicle had 61,miles at the time and the muffler was not covered under warranty The muffler had rusted off at the connection [redacted] explained to Mr [redacted] that as this repair had been a one time goodwill gesture authorized by Nissan that he would need to contact Nissan consumer affairs if he felt there was something more that Nissan should address Mr [redacted] stated at that point that "the problem was shoddy workmanship, and that the muffler was never replaced because Mr [redacted] had put a mark on the old one and this one still had a mark on it" We did in fact install a new muffler at that time [redacted] showed him a copy of the paper work and explained that he was given a copy of this at that time and it clearly stated "time goodwill adjustment" I further stated that for him to claim that we did not replace the muffler at that time was inferring that [redacted] was a liar He said "Ok you are a liar." At that time [redacted] asked [redacted] (express advisor) for Mr [redacted] keys and explained that Boardman Nissan would not work on Mr [redacted] vehicle in any capacity [redacted] explained that when Mr [redacted] was making the issue a personal one that there was no more conversation to be had Mr [redacted] then left Mrs [redacted] came back in to the service department and asked why Boardman Nissan wouldn't work on their vehicle, (she was not present at that time of the conversation with Mr [redacted] ) [redacted] explained what had transpired to Mrs [redacted] [redacted] gave her a copy of the original repair order, instructed Mrs [redacted] to contact Nissan consumer affairs [redacted] explained that when a client makes a personal attack on an employee, that they are to instruct the client that we will not work on their vehicle She said "yes when that happens anyone would shut down [redacted] explained that he was there to help, and would be glad to help her in any way I could [redacted] then politely asked her "Is there any thing that I can do for you today?" She looked at her husband who had come back in, he shook his head no and she replied "No I guess not" They then left The current problem is not the muffler but the intermediate pipe leading to the muffler has rusted off Consequently, this is not the same part that was replaced or repaired last year The vehicle currently has in excess of 73,miles on it Finally, the [redacted] did contact Nissan consumer affairs and spoke with ***, from Nissan consumer affairs [redacted] contacted [redacted] on Tuesday regarding the matter with the [redacted] s and [redacted] explained to [redacted] what had transpired [redacted] stated that this was the third time that the [redacted] had contacted Consumer affairs seeking Nissan to cover non warranted repairsHe further stated that Nissan was not going to be willing to participate in further repairs on the [redacted] vehicle that were not expressly covered by recall or warrantyIn conclusion, we have a number of vets employed by Boardman Nissan to include both owners of the dealership and do not understand why being a veteran would even be brought into the conversation We treat everyone with respect If a client makes personal attacks with any employee, we will exercise our right to refuse doing business with said client Boardman Nissan has good willed in excess of $dollars in repairs to the [redacted] vehicle in the last couple of years, which includes the muffler repair and new rotors The [redacted] s have only done oil changes with Boardman Nissan When Boardman Nissan has suggested repairs, Mr [redacted] has said each time that he will do it himself We are sorry that Mr [redacted] feels that Boardman Nissan has not been fair However, in reviewing the records we have been extremely fair and honest in dealing with the [redacted] s If the [redacted] s would like their vehicle repaired for a fair price, we are more that happy to complete the work as long as we are dealt with in a civil manner
Revdex.com:I have reviewed the offer 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 belowI have seen the third party that was requested of me [redacted] and I have both received the same resultsNow that a third neutral party has agreed with me that the exhaust defect is in no way rust related, and the break is in the exact same spot as before less than months agoAlso to be noted that the break is directly between the two parts installed by the dealershipI have taken the time to go to this third party and wait, since the result is on my behalf, how will Boardman Nissan respond? I can share any documentation you may needRegards, [redacted] %
Boardman Nissan Incmade an offer to resolve this complaint The details are as follows:Date that proposal was made: 2/23/Value of proposed resolution (USD): Description of proposed resolution: Repair failed part that was offered when [redacted] took his vehicle to a third party for inspectionPromised completion date: 2/21/2015In addition, the business provided the following additional comments: [redacted] took the vehicle to a third party, which confirmed the part that failed is not the part that was installed on the vehicleWe are sorry the part has failedHowever, the part and the damage that was caused is not covered by an warrantyIn conclusion, we authorized the part to be repaired while at the third party at no charge to him, but [redacted] declined to have the repair
Revdex.com:I have reviewed the offer 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 I have been extremely polite and patient through this processThis offer of covering the $ [redacted] repair is an insultI went to the third party you chose and now you refuse to accept their findingPaying for the cheap side of the repair but not the bumper replacement proves to me that you admit it is your fault but refuse to take full responsibilityIn no way is a $ [redacted] repair offer even remotely close to the damage resulting from your poor maintenanceI have been looking through the dealership ratings sites and have now seen that not only am I not alone in this struggle with boardman nissan, others are having the same problems, even with [redacted] who is mentionedFor example on edmunds.com your rating is under a 1out of I would think a company as big as yours would actually strive to not be the laughing stock of boardman car dealershipsI guess for you it is enough to get the money at the door with good service and then let people like [redacted] ruin the relationship on the maintenance side followed up with zero accountability for inferior work with no quality assurance inspections to see if the techs actually do a proper jobAs a quality assurance inspector for years in the [redacted] ***, an incident like this would have led to immediate legal actionSo I guess you can feel safe here in the civilian world knowing that all you have to say is, I don't care about responsibility and truthI don't care what the professionals I chose to inspect the care have to sayI don't care what the paperwork says on black and whiteI don't care about the customer service and doing my jobSo what I am trying to say is your offer is as big of an insult as the ones I received from your service manager [redacted] who I'm guessing has received no disciplinary actions for his behavior against me and my wife or the other customers that have complained about himTo sum up, if this is your final offer I feel sorry for you, who cannot take care of an honest customer, and anyone else that mistakenly trusts the honest salesman in the front working hard to make the money and goodwill toward customers that will be destroyed by your service department [redacted] MY FINAL OFFER, REPAIR EXHAUST AND RESULTING BUMPER DAMGAGE *Regards, [redacted] %
Boardman Nissan Incmade an offer to resolve this complaint The details are as follows:Date that proposal was made: 2/11/Value of proposed resolution (USD): Description of proposed resolution: At this point a third party may be the best option for both parties involved [redacted] on [redacted] can inspect the CubeThey specialize in muffler workThe manager's name is [redacted] The number to their business is [redacted] ***She has [redacted] name and is more than happy to inspect the mufflerPlease contact her to set up a time to inspect the vehiclePromised completion date: 2/28/2015In addition, the business provided the following additional comments:
Revdex.com:I have reviewed the offer 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 Actually what the third party said, since I was standing right there in the garage with them, is that the muffler and pipe Nissan installed could be easily seen by wearAlso the reciept from Nissan shows the parts replacedMuffler and pipeThe break is right at the junction of the the two pieces put together by the service departmentThose are the exact words of the third party mechanic and supervisor that looked at car and receipt from Nissan given to my wife from [redacted] himself in service department]Regards, [redacted] %
In researching the [redacted] vehicle and complaints, firstly we found that their vehicle has not had a tire rotation in over months We would not have taken off the tires in that timetable In addition, we have no notes in our history of comments made by the client about lug nutsIf the lug nuts were loose and not tightened at any time in the past we are very, very sorry Secondly, Mr & Mrs [redacted] were in last January 23, When Mr [redacted] arrived he announced to [redacted] (one of our service advisors) that he wanted to speak to the service manager [redacted] (Parts and Service Director) approached Mr [redacted] and asked what I could do to help himMr [redacted] stated that less then a year ago he had his Cube in for a repair and that he was having the same problem only now it caused further damage [redacted] asked for Mr [redacted] name and information and looked up his history to see what repair we had done [redacted] found that last March we had replaced his muffler & muffler gasket, as a " TIME GOODWILL GESTURE " beyond warranty repair, as the vehicle had 61,miles at the time and the muffler was not covered under warranty The muffler had rusted off at the connection [redacted] explained to Mr [redacted] that as this repair had been a one time goodwill gesture authorized by Nissan that he would need to contact Nissan consumer affairs if he felt there was something more that Nissan should address Mr [redacted] stated at that point that "the problem was shoddy workmanship, and that the muffler was never replaced because Mr [redacted] had put a mark on the old one and this one still had a mark on it" We did in fact install a new muffler at that time [redacted] showed him a copy of the paper work and explained that he was given a copy of this at that time and it clearly stated "time goodwill adjustment" I further stated that for him to claim that we did not replace the muffler at that time was inferring that [redacted] was a liar He said "Ok you are a liar." At that time [redacted] asked [redacted] (express advisor) for Mr [redacted] keys and explained that Boardman Nissan would not work on Mr [redacted] vehicle in any capacity [redacted] explained that when Mr [redacted] was making the issue a personal one that there was no more conversation to be had Mr [redacted] then left Mrs [redacted] came back in to the service department and asked why Boardman Nissan wouldn't work on their vehicle, (she was not present at that time of the conversation with Mr [redacted] ) [redacted] explained what had transpired to Mrs [redacted] [redacted] gave her a copy of the original repair order, instructed Mrs [redacted] to contact Nissan consumer affairs [redacted] explained that when a client makes a personal attack on an employee, that they are to instruct the client that we will not work on their vehicle She said "yes when that happens anyone would shut down [redacted] explained that he was there to help, and would be glad to help her in any way I could [redacted] then politely asked her "Is there any thing that I can do for you today?" She looked at her husband who had come back in, he shook his head no and she replied "No I guess not" They then left The current problem is not the muffler but the intermediate pipe leading to the muffler has rusted off Consequently, this is not the same part that was replaced or repaired last year The vehicle currently has in excess of 73,miles on it Finally, the [redacted] did contact Nissan consumer affairs and spoke with ***, from Nissan consumer affairs [redacted] contacted [redacted] on Tuesday regarding the matter with the [redacted] s and [redacted] explained to [redacted] what had transpired [redacted] stated that this was the third time that the [redacted] had contacted Consumer affairs seeking Nissan to cover non warranted repairsHe further stated that Nissan was not going to be willing to participate in further repairs on the [redacted] vehicle that were not expressly covered by recall or warrantyIn conclusion, we have a number of vets employed by Boardman Nissan to include both owners of the dealership and do not understand why being a veteran would even be brought into the conversation We treat everyone with respect If a client makes personal attacks with any employee, we will exercise our right to refuse doing business with said client Boardman Nissan has good willed in excess of $dollars in repairs to the [redacted] vehicle in the last couple of years, which includes the muffler repair and new rotors The [redacted] s have only done oil changes with Boardman Nissan When Boardman Nissan has suggested repairs, Mr [redacted] has said each time that he will do it himself We are sorry that Mr [redacted] feels that Boardman Nissan has not been fair However, in reviewing the records we have been extremely fair and honest in dealing with the [redacted] s If the [redacted] s would like their vehicle repaired for a fair price, we are more that happy to complete the work as long as we are dealt with in a civil manner
Revdex.com:I have reviewed the offer 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 belowI have seen the third party that was requested of me [redacted] and I have both received the same resultsNow that a third neutral party has agreed with me that the exhaust defect is in no way rust related, and the break is in the exact same spot as before less than months agoAlso to be noted that the break is directly between the two parts installed by the dealershipI have taken the time to go to this third party and wait, since the result is on my behalf, how will Boardman Nissan respond? I can share any documentation you may needRegards, [redacted] %
Boardman Nissan Incmade an offer to resolve this complaint The details are as follows:Date that proposal was made: 2/23/Value of proposed resolution (USD): Description of proposed resolution: Repair failed part that was offered when [redacted] took his vehicle to a third party for inspectionPromised completion date: 2/21/2015In addition, the business provided the following additional comments: [redacted] took the vehicle to a third party, which confirmed the part that failed is not the part that was installed on the vehicleWe are sorry the part has failedHowever, the part and the damage that was caused is not covered by an warrantyIn conclusion, we authorized the part to be repaired while at the third party at no charge to him, but [redacted] declined to have the repair
Revdex.com:I have reviewed the offer 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 I have been extremely polite and patient through this processThis offer of covering the $ [redacted] repair is an insultI went to the third party you chose and now you refuse to accept their findingPaying for the cheap side of the repair but not the bumper replacement proves to me that you admit it is your fault but refuse to take full responsibilityIn no way is a $ [redacted] repair offer even remotely close to the damage resulting from your poor maintenanceI have been looking through the dealership ratings sites and have now seen that not only am I not alone in this struggle with boardman nissan, others are having the same problems, even with [redacted] who is mentionedFor example on edmunds.com your rating is under a 1out of I would think a company as big as yours would actually strive to not be the laughing stock of boardman car dealershipsI guess for you it is enough to get the money at the door with good service and then let people like [redacted] ruin the relationship on the maintenance side followed up with zero accountability for inferior work with no quality assurance inspections to see if the techs actually do a proper jobAs a quality assurance inspector for years in the [redacted] ***, an incident like this would have led to immediate legal actionSo I guess you can feel safe here in the civilian world knowing that all you have to say is, I don't care about responsibility and truthI don't care what the professionals I chose to inspect the care have to sayI don't care what the paperwork says on black and whiteI don't care about the customer service and doing my jobSo what I am trying to say is your offer is as big of an insult as the ones I received from your service manager [redacted] who I'm guessing has received no disciplinary actions for his behavior against me and my wife or the other customers that have complained about himTo sum up, if this is your final offer I feel sorry for you, who cannot take care of an honest customer, and anyone else that mistakenly trusts the honest salesman in the front working hard to make the money and goodwill toward customers that will be destroyed by your service department [redacted] MY FINAL OFFER, REPAIR EXHAUST AND RESULTING BUMPER DAMGAGE *Regards, [redacted] %
Boardman Nissan Incmade an offer to resolve this complaint The details are as follows:Date that proposal was made: 2/11/Value of proposed resolution (USD): Description of proposed resolution: At this point a third party may be the best option for both parties involved [redacted] on [redacted] can inspect the CubeThey specialize in muffler workThe manager's name is [redacted] The number to their business is [redacted] ***She has [redacted] name and is more than happy to inspect the mufflerPlease contact her to set up a time to inspect the vehiclePromised completion date: 2/28/2015In addition, the business provided the following additional comments:
Revdex.com:I have reviewed the offer 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 Actually what the third party said, since I was standing right there in the garage with them, is that the muffler and pipe Nissan installed could be easily seen by wearAlso the reciept from Nissan shows the parts replacedMuffler and pipeThe break is right at the junction of the the two pieces put together by the service departmentThose are the exact words of the third party mechanic and supervisor that looked at car and receipt from Nissan given to my wife from [redacted] himself in service department]Regards, [redacted] %