To whom it may concern,
Unfortunately, we have done
all we will doThe Maxima was purchased as is and the vehicle was driven for
two months, before it was brought inWe submitted and had an approval on
another vehicle; however, the customer refused it. At this time, there is
nothing else to be done with this customer. We have exhausted all efforts to
make this customer happy
Best regards,
In reviewing the repairs performed for Ms***
***/*** *** *** vehicle on March 21, 2014, the repairs were covered by
the Nissan extended warrantyThe extended warranty company did not authorize
the replacement of the rear timing cover which appears to be the failed item
in
photographic evidence provided to Baker Nissan by Burleson NissanHad the
extended warranty company approved the replacement of this component, Baker
Nissan would have replaced itHad this cover been cracked upon installation,
it would have been immediately noticed in final examination of the car or post
possession of the vehicleIn discussion with the manager, Will, at Burleson
Nissan, Will immediately identified that the cover is cracked and that the
seal/gasket material had not failed
As a result, Baker Nissan does not have a responsibility to
replace this failed cover as this was not approved by the extended warranty
company
We did discount the rental from the pricing and did all we could to get them approved for another vehicle; and yet costumer was still unhappyWe are sorry that the car was towed to the storage lot that was why we took care of it
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint
Y'all have yet to call us to inform us that y'all took care part of the rentalYes they did get us approved for another car but we backed out of it do to the fact that they couldn't tell us were our car was and it was going to pass inspectionOur car did it towed to a storage lot and nobody could tells where our car was , then they found it and they covered the storage fee and the towing fee which we are very greatfull forOur car did run we drove it there and they refused to work on our car do to the fact that the the engine was bad in itThey stated they couldn't guarantee anything or warnt anythingSo why would move forward with thatThat's when we asked what what should we do and they said it'd be best to get a new car so we turn in our W our check stubs and everything that we needed for us to get a new car and no never got back to us we waited for over a month before we just got fed up with waiting and calling and calling with no responseso finally we got ahold of somebody they told us to come up there and that's when we got approved for the other car
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution would be satisfactory to me
chris g*** help me resolve the issuethank you chris and baker nissan
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.
[Provide details of why you are not satisfied with this resolution.]
Regards,
That is an absolute flat out lie on Baker Niassan part. It's not like we took delivery and then brought it back weeks later claiming items were wrong and demanding it be fixed. I have a dealer "we owe" for the dent, it was there pre delivery. The sales person made the appointment for the dent repair for roughly a week after we took the car. Later that day I got a text message saying it was complete and to come get it. The very first thing I noticed when I pulled up next to it was the NEW SCRATCH in the exact same location as the dent and the clear coat finish was all swirly where someone tried to buff it out. The scratch wasnt that bad and only in the clear coat. It would have been a simple fix for their body shop to repair. I was told by the salesman not to worry that they would make me an appointment with the auto repair shop. That's when we saw the new deep scratches all over the top of the center concsole (it's one long lighting bolt looking scratch that goes side to side from from to back on the right side of the shifter). I showed the salesman the scratches and asked him what happened and he told me that he had personally created those scratches while trying to vacuum the car out for us. I sat down with the new car sales manager and the sales person and they offered me a $50 gift card to make me happy. I told them I wasn't mad but I it was a brand new car and I wasn't going to let them buy me off with a gift certificate that it needed to be fixed or replaced. They huddled up and came back a few mins later and offered me 4 free oil changes to which I declined. I was then give excuse after excuse as to why they don't want to fix it. "The part costs too much and will take at least 4hrs to install" I replied that wasn't my problem, just fix YOUR mistake. Next I was told " we'll only do more damage than good trying to fix it". My reply was that they should have factory trained technicians working on cars and if that was their true concern they would never work on a customers car in service. I asked them if that is what you would tell me if I came into your service shop with cash asking for this to be replcaced? I got no answer for that. I again told them I didn't want to be bought out and just wanted it fixed. I was told that what I was requesting was above the new car salesman head and asked to leave, that I would get a call the next day. I became worried at that point and asked my salesmen for a new "we owe" for the damage he caused and sated I was afraid I was going to get screwed over on this. I was told there is no paperwork for this kind of thing and "not to worry, we won't screw you over". The next day, no call...Saturday no call... Monday no call so I stopped by on my way home from work Monday to see what was up and was told sorry, it's the end of the month and the manager you need to see is too busy to speak to you; come back another day. I could see him just sitting at the front counter and didn't like that answer so I sat for an hour waiting for him to come see me. He never did. Instead Brad [redacted] came over and said They had no idea what I was talking about and the damage was not done by them and for me to leave. He repeated over and over again that they just needed to stop trying to fix my car and stop there losses. He made it seem like they've tried to fix my car over and over again and that I'm just an unsatisfied customer. I only want the damaged they caused fixed. brad claims that he interviewed his staff and none of them know anything about this like I'm crazy. I asked him to get the salesman and new car manger over so they could tell me that they knew nothing and he said he would not interrogate his people in the show room and again said they were not fixing my car and asked me to leave. So let me ask you this Baker Nissan. Why would you offer me gift cards and free services if you didn't damage my car? You tried to fix the dent one time and never tried to fix the center console, yet I'm so unreasonable that you "at some point we just need to stop trying to fix it". I am not satisfied with this response at all. I'm a good customer and this was my second new car purchase from them this year. My first experience went off without a hitch so I came back for a second purchase and was treated like a second class citizen.
Good Evening, We apologize for the pricing that was listed incorrectly on our website. The website is run by a 3rd party company that pulls a feed from our inventory and occasionally a mistake is made. On our website on each vehicle page it states that it is priced by this company and that it is...
subject to terms and conditions. While we regret that he had to make such a long drive, if the customer would like, we would be happy to contact them and have a letter sent stating that it was a mistake on their part. our employee pricing on this car, We do value our reputation, and would offer this car at our employee price provided that this would satisfy the customers needs. Thanks.
We need to speak with you directly since the contracts will be under your name. We will be here until 8pm tonight. Please call when time allows. Thanks.
This customer was approved to purchase and be driver of [redacted] When lender called for customer interview the customer ststed the vehicle was far the niece to drive. As a result the lender cancelled approval based on the contract being fraudulant, Straw Purchase. The customer never...
indicated other drivers were involved. We explained this to the customer and ask them to return vehicle and try for another approval. We do have signed authorization to pull credit.
Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. there is no fax number listed on the Revdex.com web site. Please attach the documents to this email.
Regards,
[redacted]
We reached back out to Mr. [redacted] this morning but we were not able to reach him. While we do not want any of our potential customers to be unhappy, we did not end up completing a transaction with Mr. [redacted], so we are not sure what benefit mediation would be in this scenario. We are available during normal business hours Monday-Friday for a call. Thanks.
We are sorry that you had a less than great experience with us. We do take this very serious and will have conversations with everyone involved and address them accordingly. We'd like to address some of the confusion regarding the certified warranty and offer a solution. A certified Pre Owned Nissan...
has 2 warranties, the Normal Certification and the Nissan "Wrap" certification. The Wrap warranty us an upgrade from the regular certification, but if the customer does not want that on her contract we would be more than happy to cancel it for her and have that money refunded to her lienholder. We can be reached by phone, email, or through the Revdex.com at any time to resolve this issue. Please let us know how you would like us to proceed. Thanks.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] and have determined that this proposed action would not resolve my complaint.
[Provide details of why you are not satisfied with this resolution.]
As stated in responce from Baker Nissan Dealership.
I did contact Nissan, I did it electronically as opposed to the phone number given to me by [redacted]
Just as he stated during our phone conversation, an hourly associate would log the concern, and issue it a case number. Someone from Nissan would contact him and he would tell them the same thing he told me on the phone and they would close the case.
That is pretty much what happened.
I filed the concern, [redacted] with Nissan called me on Friday October 3rd. and stated there was nothing he could do. I asked to speak with his supervisor and he stated [redacted] was out until Monday the 6th. and she would call me back then. I waited until Wednesday the 8th. and still had not heard back from [redacted] so I called [redacted] back and informed him [redacted] had not contacted me on Monday as he stated and today was Wednesday. Several hours later [redacted] did call back and stated Baker Nissan is a locally franchised dealership and there is nothing they can do. They did not mention anything about recending a deal until the contract was executed and there was delivery of a vehicle. Through our text messages there was and offer by the salesman and an acceptance by myself to form a contract.
It is easy to see why Baker Nissan can provide such a low level of customer service when Nissan Corporation does not set the standard of a great customer experience.
[redacted] stated there was compromise required and so far he still has not offered any type of compromise, other than I need to pay $1,500 more for the same vehicle.
Regards,
As the General Manager, I spoke with the customer who had purchased four cars and is a valuable customer to Baker Nissan. We cant honor the price he was given in September because the Manufacturer took the rebate away for November. That rebate was 1000 less. Eugene did tell him that he could do the...
price because he looked at the website [redacted] and it appeared the rebate was available. It in fact was not and we could not pass the savings on to the customer. Rebates typically change from month to month. It is our regret that the rebate is not available to the customer. We did agree to MAtch a bid on his trade at CARMAX which would give him a tax credit advantage of $1312.50. We more than the rebate he lost. This vehicle was not available in our inventory and we were getting it from another Nissan Dealer. Unfortuately that vehicle is no longer available to us. If the customer picks the same vehicle in stock with the same equipment I will honor the price. We hope the customer can forgive us for any inconvienence it has cost him. Have a great day!
We were able to get the Insurance company to underwrite the gap policy for this customer and have called her to give her the news. This concern is now resolved and we hope that we can see [redacted] in the future and replace her damaged vehicle with a new one after the total loss is complete.
To whom it may concern,
Unfortunately, we have done
all we will doThe Maxima was purchased as is and the vehicle was driven for
two months, before it was brought inWe submitted and had an approval on
another vehicle; however, the customer refused it. At this time, there is
nothing else to be done with this customer. We have exhausted all efforts to
make this customer happy
Best regards,
In reviewing the repairs performed for Ms***
***/*** *** *** vehicle on March 21, 2014, the repairs were covered by
the Nissan extended warrantyThe extended warranty company did not authorize
the replacement of the rear timing cover which appears to be the failed item
in
photographic evidence provided to Baker Nissan by Burleson NissanHad the
extended warranty company approved the replacement of this component, Baker
Nissan would have replaced itHad this cover been cracked upon installation,
it would have been immediately noticed in final examination of the car or post
possession of the vehicleIn discussion with the manager, Will, at Burleson
Nissan, Will immediately identified that the cover is cracked and that the
seal/gasket material had not failed
As a result, Baker Nissan does not have a responsibility to
replace this failed cover as this was not approved by the extended warranty
company
We did discount the rental from the pricing and did all we could to get them approved for another vehicle; and yet costumer was still unhappyWe are sorry that the car was towed to the storage lot that was why we took care of it
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint
Y'all have yet to call us to inform us that y'all took care part of the rentalYes they did get us approved for another car but we backed out of it do to the fact that they couldn't tell us were our car was and it was going to pass inspectionOur car did it towed to a storage lot and nobody could tells where our car was , then they found it and they covered the storage fee and the towing fee which we are very greatfull forOur car did run we drove it there and they refused to work on our car do to the fact that the the engine was bad in itThey stated they couldn't guarantee anything or warnt anythingSo why would move forward with thatThat's when we asked what what should we do and they said it'd be best to get a new car so we turn in our W our check stubs and everything that we needed for us to get a new car and no never got back to us we waited for over a month before we just got fed up with waiting and calling and calling with no responseso finally we got ahold of somebody they told us to come up there and that's when we got approved for the other car
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution would be satisfactory to me
chris g*** help me resolve the issuethank you chris and baker nissan
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.
Will you please provide me with the Revdex.com fax # and cover sheet so I can send these documents to you. Thank you,Paul [redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.
[Provide details of why you are not satisfied with this resolution.]
Regards,
That is an absolute flat out lie on Baker Niassan part. It's not like we took delivery and then brought it back weeks later claiming items were wrong and demanding it be fixed. I have a dealer "we owe" for the dent, it was there pre delivery. The sales person made the appointment for the dent repair for roughly a week after we took the car. Later that day I got a text message saying it was complete and to come get it. The very first thing I noticed when I pulled up next to it was the NEW SCRATCH in the exact same location as the dent and the clear coat finish was all swirly where someone tried to buff it out. The scratch wasnt that bad and only in the clear coat. It would have been a simple fix for their body shop to repair. I was told by the salesman not to worry that they would make me an appointment with the auto repair shop. That's when we saw the new deep scratches all over the top of the center concsole (it's one long lighting bolt looking scratch that goes side to side from from to back on the right side of the shifter). I showed the salesman the scratches and asked him what happened and he told me that he had personally created those scratches while trying to vacuum the car out for us. I sat down with the new car sales manager and the sales person and they offered me a $50 gift card to make me happy. I told them I wasn't mad but I it was a brand new car and I wasn't going to let them buy me off with a gift certificate that it needed to be fixed or replaced. They huddled up and came back a few mins later and offered me 4 free oil changes to which I declined. I was then give excuse after excuse as to why they don't want to fix it. "The part costs too much and will take at least 4hrs to install" I replied that wasn't my problem, just fix YOUR mistake. Next I was told " we'll only do more damage than good trying to fix it". My reply was that they should have factory trained technicians working on cars and if that was their true concern they would never work on a customers car in service. I asked them if that is what you would tell me if I came into your service shop with cash asking for this to be replcaced? I got no answer for that. I again told them I didn't want to be bought out and just wanted it fixed. I was told that what I was requesting was above the new car salesman head and asked to leave, that I would get a call the next day. I became worried at that point and asked my salesmen for a new "we owe" for the damage he caused and sated I was afraid I was going to get screwed over on this. I was told there is no paperwork for this kind of thing and "not to worry, we won't screw you over". The next day, no call...Saturday no call... Monday no call so I stopped by on my way home from work Monday to see what was up and was told sorry, it's the end of the month and the manager you need to see is too busy to speak to you; come back another day. I could see him just sitting at the front counter and didn't like that answer so I sat for an hour waiting for him to come see me. He never did. Instead Brad [redacted] came over and said They had no idea what I was talking about and the damage was not done by them and for me to leave. He repeated over and over again that they just needed to stop trying to fix my car and stop there losses. He made it seem like they've tried to fix my car over and over again and that I'm just an unsatisfied customer. I only want the damaged they caused fixed. brad claims that he interviewed his staff and none of them know anything about this like I'm crazy. I asked him to get the salesman and new car manger over so they could tell me that they knew nothing and he said he would not interrogate his people in the show room and again said they were not fixing my car and asked me to leave. So let me ask you this Baker Nissan. Why would you offer me gift cards and free services if you didn't damage my car? You tried to fix the dent one time and never tried to fix the center console, yet I'm so unreasonable that you "at some point we just need to stop trying to fix it". I am not satisfied with this response at all. I'm a good customer and this was my second new car purchase from them this year. My first experience went off without a hitch so I came back for a second purchase and was treated like a second class citizen.
We will be giving the customer the body piece to replace the broken one. Thank you,Paul
We have reached out to [redacted] and per her request, we have re-contracted her with the correct payment date.
Good Evening, We apologize for the pricing that was listed incorrectly on our website. The website is run by a 3rd party company that pulls a feed from our inventory and occasionally a mistake is made. On our website on each vehicle page it states that it is priced by this company and that it is...
subject to terms and conditions. While we regret that he had to make such a long drive, if the customer would like, we would be happy to contact them and have a letter sent stating that it was a mistake on their part. our employee pricing on this car, We do value our reputation, and would offer this car at our employee price provided that this would satisfy the customers needs. Thanks.
We need to speak with you directly since the contracts will be under your name. We will be here until 8pm tonight. Please call when time allows. Thanks.
This customer was approved to purchase and be driver of [redacted] When lender called for customer interview the customer ststed the vehicle was far the niece to drive. As a result the lender cancelled approval based on the contract being fraudulant, Straw Purchase. The customer never...
indicated other drivers were involved. We explained this to the customer and ask them to return vehicle and try for another approval. We do have signed authorization to pull credit.
Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. there is no fax number listed on the Revdex.com web site. Please attach the documents to this email.
Regards,
[redacted]
We reached back out to Mr. [redacted] this morning but we were not able to reach him. While we do not want any of our potential customers to be unhappy, we did not end up completing a transaction with Mr. [redacted], so we are not sure what benefit mediation would be in this scenario. We are available during normal business hours Monday-Friday for a call. Thanks.
We are sorry that you had a less than great experience with us. We do take this very serious and will have conversations with everyone involved and address them accordingly. We'd like to address some of the confusion regarding the certified warranty and offer a solution. A certified Pre Owned Nissan...
has 2 warranties, the Normal Certification and the Nissan "Wrap" certification. The Wrap warranty us an upgrade from the regular certification, but if the customer does not want that on her contract we would be more than happy to cancel it for her and have that money refunded to her lienholder. We can be reached by phone, email, or through the Revdex.com at any time to resolve this issue. Please let us know how you would like us to proceed. Thanks.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] and have determined that this proposed action would not resolve my complaint.
[Provide details of why you are not satisfied with this resolution.]
As stated in responce from Baker Nissan Dealership.
I did contact Nissan, I did it electronically as opposed to the phone number given to me by [redacted]
Just as he stated during our phone conversation, an hourly associate would log the concern, and issue it a case number. Someone from Nissan would contact him and he would tell them the same thing he told me on the phone and they would close the case.
That is pretty much what happened.
I filed the concern, [redacted] with Nissan called me on Friday October 3rd. and stated there was nothing he could do. I asked to speak with his supervisor and he stated [redacted] was out until Monday the 6th. and she would call me back then. I waited until Wednesday the 8th. and still had not heard back from [redacted] so I called [redacted] back and informed him [redacted] had not contacted me on Monday as he stated and today was Wednesday. Several hours later [redacted] did call back and stated Baker Nissan is a locally franchised dealership and there is nothing they can do. They did not mention anything about recending a deal until the contract was executed and there was delivery of a vehicle. Through our text messages there was and offer by the salesman and an acceptance by myself to form a contract.
It is easy to see why Baker Nissan can provide such a low level of customer service when Nissan Corporation does not set the standard of a great customer experience.
[redacted] stated there was compromise required and so far he still has not offered any type of compromise, other than I need to pay $1,500 more for the same vehicle.
Regards,
As the General Manager, I spoke with the customer who had purchased four cars and is a valuable customer to Baker Nissan. We cant honor the price he was given in September because the Manufacturer took the rebate away for November. That rebate was 1000 less. Eugene did tell him that he could do the...
price because he looked at the website [redacted] and it appeared the rebate was available. It in fact was not and we could not pass the savings on to the customer. Rebates typically change from month to month. It is our regret that the rebate is not available to the customer. We did agree to MAtch a bid on his trade at CARMAX which would give him a tax credit advantage of $1312.50. We more than the rebate he lost. This vehicle was not available in our inventory and we were getting it from another Nissan Dealer. Unfortuately that vehicle is no longer available to us. If the customer picks the same vehicle in stock with the same equipment I will honor the price. We hope the customer can forgive us for any inconvienence it has cost him. Have a great day!
We were able to get the Insurance company to underwrite the gap policy for this customer and have called her to give her the news. This concern is now resolved and we hope that we can see [redacted] in the future and replace her damaged vehicle with a new one after the total loss is complete.
Per the customers request, we have backed out the contract. She no longer has a valid contract on the vehicle just as she asked, Thanks!