Marlboro Nissan

Revdex.com: My mistake, this was purchased in I brought it to them because my Check Engine light was onI just want them to put it back the way it wasAt least before I could drive it, now the brakes are rubbing and the car is vibrating horribly Regards, [redacted] ***

I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint # [redacted] I understand that by choosing to accept the business response that my complaint will be closed as resolved

Marlboro Nissan discloses all available options regarding financing, warranties and other additional insurance products such as [redacted] coverage to each and every customer by using a menu systemMr [redacted] was presented these options each and every time he purchased a vehicle from Marlboro NissanHe is aware of the products available to him and declined such coverage [redacted] coverage can be purchased either through his insurance company or the selling dealership [redacted] like all insurance products are useful tools when needed however sometimes consumers overlook these safety nets when trying to save money or obtain a payment which fits there budgetOur stance on protecting our customers is very important to us and which we do not take lightlyMr [redacted] was presented with the opportunity to buy additional protection such as a service contract he purchased, we can only suggest the protection and not deem it mandatoryAny further questions or concerns should be forwarded to me directly at ###-###-####

The reason we offered you no alternate solution, such as replacing the clamp and putting fluid back in, is because then we would be responsible for the transmission failing in the futureWe do not want to offer temporary solutions just to get a customer in and outWe thrive for 100% customer satisfaction and never want see someone return with additional problems because we made an improper diagnosisThis is why we have won multiple Customer Satisfaction Awards over the yearsUnfortunately, you have never been to our dealership in the past so we have no previous records to look atThe first time we have seen your vehicle is when it was towed in off the highway, not runningThere was something wrong with the vehicle before it even arrived at our dealershipWe did our job and diagnosed what caused the car to stop running on the highway and giving you the only ethical fix we hadOur suggestion would be to hold the body shop responsible, since they were the last ones to work on the vehicle before it began leaking fluid

Revdex.com: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted] Please add your rejection comments below'' [ We have been customers of Marlboro Nissan for yearsDuring this particular transaction, the Business Manager, [redacted] , NEVER actually presented the attached menu of products to me, [redacted] ***This email back and forth between Marlboro Nissan and Revdex.com is the first time that I am actually seeing these options in such a format, and the first time I am actually seeing Safe- [redacted] on any legal documents provided by Marlboro Nissan Marlboro claims that the handwritten arrows to the left specifically show that [redacted] reviewed each product in detail - when in fact, the handwritten arrows mean absolutely nothing, I never initialed or signed the page to confirm that any of these options were presented to me - [redacted] simply gave me a price for option D for $without reviewing the details of other policies at any time or without explaining to me what [redacted] insurance even wasAlthough I, [redacted] ***, did in fact purchase the Nissan Extended Warranty from this menu (option D), it does not at all support the fact that the menu was reviewed - it just means that an option from that list was selectedI have never seen this menu until I filed the complaint with Revdex.com - [redacted] or Marlboro Nissan probably drew the arrows after the fact and now are claiming that some scribbles on a document I've never reviewed actually constitute a review Marlboro Nissan failed to protect me, [redacted] ***, the customer, by failing to inform me of such available options, trying to move the sale along as speedily as possible, and never once pausing to review all of the other options that were presented as part of the financing deal I never said "No" to [redacted] insurance - I would have likely seen the value of this product if it was in fact presented to meHowever, Marlboro Nissan has zero proof whatsoever that they reviewed the options with me, and like I said before, this is the first time I am actually seeing a sheet like that which was attached that overviews the optionIt is Marlboro's duty to take responsibility for this mishap for failing to handle the transaction with proper customer service] Regards, [redacted] ***

Tell us why here...The [redacted] family have been good customers of Marlboro Nissan for several years During this particular transaction, our Business Manager, [redacted] , presented the attached menu of products to [redacted] *** The handwritten arrows to the left specifically show that [redacted] reviewed each product in detail [redacted] did in fact purchase the Nissan Extended Warranty from this menu which supports the fact that the menu was reviewed with the customer We regret that [redacted] feels this way, however we feel we did everything properly Unfortunately [redacted] didnt see the value of [redacted] insurance until he needed it

This vehicle was not purchased in February It was purchased in We can supply the [redacted] Report if necessary

***, on behalf of Marlboro Nissan I would like to appologize that you are not satisfied with the Nissan productHowever, the NV was never brought back to our service department to fix the window issueThe NV you purchased came with a year/100,mile bumper to bumper warranty which would have
allowed us to fix the window problem free of charge had you brought it in to usYou said that your onsite mechanic tried to fix itWhen the vehicle is under warranty no technician besides a Nissan Certified Technician should attempt to fix problem like this because they could cause bigger issuesAs far as the Tire Warranty is concerned, this product does not cover wear and tearThis warranty is in case you have a blowout on the road and/or the rim of the wheel becomes misshapen. Please contact our service manager, Paul Mullen at your convenience so we can assist in fixing the window issue! His direct line is ###-###-####

The NV purchased comes with a year 100,mile bumper to bumper warrantyThis is a better warranty then the Certified Pre-Owned Warranty the customer is asking forThis has already been explained to the customer

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #***I understand that by choosing to accept the business response that my complaint will be closed as resolved.
Regards,
*** ***

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ***
The battery for the key FOB has been replacedIt doesn't work using the old batteryIt doesn't work using the new batteryBusiness response is unsatisfactory. The response has not changed
Regards,
*** ***

Revdex.com:
I have reviewed the response submitted by the
business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ***
Regards,
*** ***The warranty was explained to me as a two year extended warranty on the drive train which makes for a total of years when I purchased this van

The warranty is a year 100,mile bumper to bumperThis has already been explained multiple times

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ***
I Disagree
Regards,
*** ***

When the vehicle arrived at the dealership it was in complete electrical shut down mode so there was no way of knowing whether the second key fob in question, or an other parts of the car, was working prior or notWhen the vehicle was initially looked at, Nissan Tech Assistance was contacted and
worked directly with our Master TechnicianNissan Tech Assistance had our tech test multiple components, which are not covered under warrantyWe had permission from the customer to do so with their knowledge that it was not covered under warranty and was time consumingThe time frame that it took to complete entire process did take longer than expected however; compensation for a loaner vehicle would be done through *** *** ***, not the individual dealer. The battery in which the customer was charged for also tested bad and needed to be replacedWithout this battery, you cannot communicate with the vehicleThis volt battery is only covered under a year/36k miles warranty, which was exhausted about years agoThis is why the customer was charged for this partIn regards to the scratches and dents on the vehicle, it arrived to the dealership with scratches on every panel of the carThere is no reason for us to believe that additional scratches appeared while the vehicle was in our possession because we follow all protocol from Nissan to prevent this from happening

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted]. . The second key FOB was working perfectly well prior to the vehicle being brought to the dealership in December for warranty work. In fact, both key FOBs worked normally on Saturday February 25 and Sunday February 26 after I initially picked up the vehicle, when the dealership claimed that it had finished repairing it. It was only after I finally got the vehicle back on April 8, that I discovered that the second FOB no longer worked with the vehicle. Prior to the failure of the vehicle in December, there was no problem with the 12 volt battery. As evidenced by the multitude of parts that required replacement, the problem did not lie with the 12 volt battery. While there were minor scratches on the body of the vehicle prior to being brought to the dealership, the large scratch with dings/dents on the passenger's side door was not present prior to being brought to the dealership. The service manager at the dealership claimed that having watched the security footage revealed that the damage did not occur at the dealership, but refused to show me the footage or provide any other evidence that the damage did not occur at the dealership. The dealership buffed out some of the marks and poorly applied touch-up paint to the worst sections, but failed to make a professional repair. Perhaps if the 'master' technician had the proper equipment (EVSE) in the service bay, and the nonfunctional vehicle didn't need to be pushed up and down hills around the dealership, (not sure where that appears in "all protocol from Nissan") the door wouldn't have gotten scratched and the diagnosis times wouldn't have exceeded those allotted.   This episode deprived me of my primary vehicle for 3 1/2 months for warranty work with no loaner vehicle being provided. Regards,
[redacted]

Since the complaint was filed, this has been handed in the dealership. The damage has been completely repaired.

Thank you for your explanation. This explain was better than the service manager's response when I went to Nissan. However the problem I see here is, I asked the service advisor explicitly "if there is any other solution to make my car work". The person told me that the only option was to replace the entire system. After I make my car work in a different place and submit this complain, you guys are now telling me this could work despite the solution is temporary (according to you). It seemed me that the fee you guys charged me was not honored since I was not given all the options- I had to figure out myself.

This vehicle was not purchased in February 2016. It was purchased in 2006. We can supply the [redacted] Report if necessary.

As of Thursday Morning 3/30 Marlboro Nissan has agreed to buy back the LEAF and sell you another vehicle.