Marlboro Nissan

The vehicle was out of warranty. All work completed should have been customer pay instead of just the 12 volt battery replacement. The 12 volt battery was in fact drained and would not produce a charge so it did need to be replaced in order to make the vehicle operable again. If the key fob does not work anymore we would recommend replacing the battery with a new one from a local convenient store such as [redacted].  The dealership is not required to provide a loaner vehicle. If you want to be compensated for a loaner you should reach out to [redacted].

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 future. We do not want to offer temporary solutions just to get a customer in and out. We thrive for 100% customer satisfaction and never want see someone return with additional problems because we made an improper diagnosis. This is why we have won multiple Customer Satisfaction Awards over the years. Unfortunately, you have never been to our dealership in the past so we have no previous records to look at. The first time we have seen your vehicle is when it was towed in off the highway, not running. There was something wrong with the vehicle before it even arrived at our dealership. We did our job and diagnosed what caused the car to stop running on the highway and giving you the only ethical fix we had. Our 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:
My mistake, this was purchased in 2006. I brought it to them because my Check Engine light was on. I just want them to put it back the way it was. At...

least before I could drive it, now the brakes are rubbing and the car is vibrating horribly.
Regards,
[redacted]

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 years. During 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 $261 without reviewing the details of other policies at any time or without explaining to me what [redacted] insurance even was. Although 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 selected. I 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 me. However, 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 option. It is Marlboro's duty to take responsibility for this mishap for failing to handle the transaction with proper customer service. ]
Regards,
[redacted]

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 #[redacted]. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
Regards,
[redacted]

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]. my commute is well over 30 miles a day, depending on many variables. I never once said I drive only 10 miles. The sales person told me that it was a great commuter car, that is it. Also, I was never shown a trade in price of $6,400.00. , I paid for the car Saturday march 18 and picked up the car the 20th after they again, promised to deliver and failed. I contacted the dealership the next morning, since I was stranded with a car that didn't make it home 43 miles. The battery test mainly showed that the battery capacity is functioning, meaning it shows on the dash that all battery bars are present at a full charge. But the battery is still malfunctioning by showing 80 miles on the dash and dying after I drive close to 30! I am not not speeding or accelerating abnormally. I also have had it in eco mode the entire time, since I know with a healthy battery, these things truly do matter. Bottom line is, I need a reliable car, and this is a safety hazard for me. 
Regards,
[redacted]

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. 
[Marlboro Nissan's idea of "disclosing all available options regarding financing, warranties and other additional insurance product" by using a menu system is one with very low standards for customer care / customer service. I, [redacted], purchased a car from Marlboro Nissan on only two occasions - first one in October when purchasing the blue sentra and the second one in December to replace the totaled Sentra. Both times, the finance manager skimmed over the menu options quickly and carelessly without clearly presenting them to me. I was not aware of [redacted] insurance until after the car crash, I was not offered [redacted] insurance by Marlboro Nissan, I never rejected [redacted] Insurance -  Marlboro Nissan has no proof that they presented the options that they claim to offer to me. Marlboro Nissan is a volume dealership that tries to maximize the amount of cars sold as quickly and efficiently as possible - in doing so, they neglect situations like these when it comes to finalizing the financing - every time I bought a car from them I was simply asked to sign all the documents with no to minimal explanation of the financing details or the coverage that was offered. Although I had a specific budget when purchasing the car, I was never offered anything more comprehensive or protective despite the budget.  Marlboro Nissan was negligent in this scenario - too efficient in trying to process the sale - resulted in negligence and lack of proper coverage. I need them to now cover the difference which would not exist had it not been for their negligence. Regards,
[redacted]

As we stated in our previous response on DealerRater... we are sorry to hear that you did not have a positive experience in our service department. In this situation, when work is done by a non-Nissan Certified repair center we are not able to warranty any issues due to their work...

completed. Extensive bodywork being done to the vehicle (at a different body shop) most likely resulted in the clamp being moved in order to fit the new parts in place. The amount of profit made from this service would be no different if it was customer pay or covered under warranty so there is no reason why we would intentionally move the clamp in order to get your business. The diagnostic fee is a standard charge for the dealership to inspect the vehicle and find where the problem is. If the customer chooses to have the service recommended completed then the fee is waived. If they do not, then the charge stands because we took the time to evaluate the vehicle and find what caused the problem.It has been found on numerous occasions that the CVT transmissions are very fragile when they run for an extended period of time with low fluid levels. The clamp not being in its proper place caused the transmission fluid to slowly leak until it was completely dry, and resulted in your vehicle becoming immobile on the highway. Our service advisor and technician, who diagnosed your vehicle, highly suggested you replace the transmission in order to extend the life of your 2009 [redacted]. By returning the hose clamp to its proper location and adding transmission fluid back into the vehicle certainly will get your car mobile again. However, this is just a temporary fix. Because of the weakened integrity of the transmission (from lack of fluid) this will only keep the car running smoothly for a limited time. In the future, there will be more problems that surface from not replacing the transmission.

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 system. Mr. [redacted] was presented these options each and every time he purchased a vehicle from Marlboro Nissan. He 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 budget. Our stance on protecting our customers is very important to us and which we do not take lightly. Mr. [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 mandatory. Any further questions or concerns should be forwarded to me directly at ###-###-####.

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.

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.

Customer searched out and came to Marlboro Nissan specifically for the 2013 [redacted]. The sales professional stated all facts that the battery consumption varies based on the style of driving and stated that it would make a good commuter vehicle based on the fact that the customer stated they...

commute 10 miles each way to work each day. Customer states that there is a battery consumption issue and told Marlboro Nissan that the Attorney General required Marlboro Nissan to do a battery test. Marlboro Nissan completed the testing and the results of the test are attached. The results came back stating that the battery is of high quality and that there is no consumption problem. After the initial request to trade the LEAF for a different pre-owned vehicle, which was rejected, Marlboro Nissan offered a higher good faith trade in value of $6,400 which was declined by the customer.

When you brought the vehicle to our dealership, all we did was put the car on our lift, do a visual inspection, and provided you with the list of items that needed repair. We never altered anything on the vehicle.