In reference to complaint ID [redacted] from [redacted] : We agree that the bumper was repaired here twice before The first WAS a "substandard repair" by the body shop and upon the second repair, the bumper was fully replaced as per Nissan Motor Corporations specifications This was completed approximately and a half years agoSo as to Mr [redacted] s suspicions as to whether the bumper was actually replaced or not, it was Whether he wants to believe us or not, I understand his feelings as we deal with situations everyday whereby people are being "less than honest" so to speak We had automotive "professionals" look at this vehicle, service writers and an auto body technician as well as myself and everybody had the same opinion that the bumper had repair work on it at some point AFTER it was repaired to factory specifications here at Mike Barney NissanWe DO questions as to why the Mr [redacted] waited years and months to come to us to report the problem? As automotive professionals we do know for a fact that if clear coat has a peeling issue, it's over a gradual period of time and "chunks" of clear coat do not peel off in different areas all at the same timeOne thing that COULD HAVE helped Mr [redacted] s situation is that if there was a clear coat problem before we were made aware of it years and months later, we could have spotted the problem when he brought the vehicle in for rountine maintenance BUT, other than the occasional warranty work, we never have seen the vehicle so we did not have any opportunity to look the vehicle over to spot any potential problem(s) I would think that any reputable repair shop who performes his maintenance on the vehicle would have been able to spot this clearcoat problem earlier on than years and months With regard to a resolution to this situation, here is what Mike Barney Nissan is willing to doMr [redacted] can bring the vehicle here to Mike Barney Nissan (appointment) and we will have Auto Collision and Glass (body shop not owned or managed by us) come and write up and estimate to refinish the front bumper We then would give Mr [redacted] a check for 50% of that amount whereby he can either keep the money or have the vehicle repaired at a shop of his choice This offer is valid thru September 30th, After that the offer is rescinded permanently Thank You, Mike Barney Nissan
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below. Hello,
This venue of a complaint has only given this Nissan dealership the opportunity to discredit my complaint, and inappropriately paraphrase emails sent to and responded to by myself and the salesperson Stephanie onlyA rouse to create a perception that there were different vehicles and quotes under consideration, and confuse the readers of this threadIf this was the intention by this general manager, than it was successfulI do wonder tho how genuine the offer to "sit down with me and discuss what and how things went wrong" really is, or what it will accomplish nowThis conversation would have best taken place at the time or at least the first few days after July 31st when a deal was good faith verbally agreed on and then back out of by this Nissan dealershipIt's now nearing September and only received response after complaints to corporate office emails/surveys and to the Revdex.comI want to thank the Revdex.com for the opportunity to publicly place a complaint on a business It takes courage to do so, and I feel I have done my job as a consumer to inform others of my interaction with this dealership I hope this educates its readers that this business places *profit* over customer service and legitimate business agreementsI'm sure there are other dealerships that can manage those factors better. Regards, *** ***
In response to the Revdex.com complaint from *** *** (complaint ID #***, I would agree with many aspects of her complaintThere are a few "Key" issues that have been either overlooked and / or assumptions made that are inaccurate. The aspects of the vehicle being brought to Mike Barney Nissan and the "roof trim" problem(s) are valid and to my understanding, that particular issue has been resolved.The "weatherstripping" issue around the passenger door, although did not correct the complaint of the wind noise, to my knowledge has also been addressed although, as I said, did not correct the "wind noise" problemIn making every effort to satisfy the customer (although the vehicle WAS NOT purchased at Mike Barney Nissan), we had to spend a serious amount of time "tapeing off" different sections of the car and then test driving the car in effort to try and "isolate" where the wind noise is coming fromAfter several attempts to try to do this, one of the attempts entailed "taping off" the lower front fender, I beleive on the passenger side, and test driving againThat effort turned out to not be the answer to the problem eitherWhen the service writer then removed the tape from the lower fender, the paint did peel offThat's when upon further investigation and the horrible "patch work" paint job in that area of the car, it was determined that this vehicle, at some point in time, had been involved in an accidentAlthough Mike Barney Nissan does not have a body shop, it is the opinion of our service technician as well as service writer and service manager that this "wind noise" repair would be extremely difficult to pinpoint due to the vehicle being altered from its factory specifications due to being involved in an accidentAs well, Nissan Motor Division will not warranty repairs that are not due to a defect in manufacturer workmanship or parts. Although a professional body shop could "most likely", after dis-assembling many components of the vehicle, find the cause of the wind noise, they would want to be compensated for thier labor involved in doing soI did tell *** *** that I would make a call on her behalf to Heinrich Chevrolet, which I did the following day, and was told by a sales manager ( I can't recall the name ) that they would not discuss this transaction with me and could only talk directly with *** *** about this situationDuring our phone conversation, I told *** *** that this would probably be the case and that SHE really needed to be the one to call them and see if she could get to the bottom of when this vehicle had been involved in an accidentI told her that if the vehicle had been repaired while in their possession and they had not disclosed the damage to her, that she would have recourse via the used vehicle lemon law and / or disclosure laws pertaining to used vehicle transactions with automobile retailersI do not feel that it is our responsability to negotiate and try to settle any disputes between *** *** and the dealer she purchased her vehicle from In summary, *** ***e did NOT buy the vehicle from Mike Barney NissanMike Barney Nissan had never been involved in the repair of the vehicle (accident) and although Mike Barney Nissan did our best to help this customer out ( replace molding, replace weather strip and try to pinpoint the problem) Mike Barney Nissan never one time charged the customer for ANY repair. I will acknowledge that while removing the tape on the lower fender, the paint did come off with the tape and even though it was a horrible paint job to begin with, we would be willing to paint ONLY THAT PORTION of the vehicle affectedI also want to make certain that all parties understand that the paint repair is THE ONLY aspect of the vehicle that we are willing to repairMike Barney Nissan will not attempt, nor be involved in any way in trying to repair the "wind noise" that was the customers original complaint.It was and still is my suggestion that *** *** seek remedy from the Dealer that she purchased the vehicle from, albiet legal means or other Sincerely,Steve D***
general manager
In response to the Revdex.com complaint from *** *** (complaint ID #***, I would agree with many aspects of her complaintThere are a few "Key" issues that have been either overlooked and / or assumptions made that are inaccurate. The aspects of the vehicle being brought to Mike
Barney Nissan and the "roof trim" problem(s) are valid and to my understanding, that particular issue has been resolved.The "weatherstripping" issue around the passenger door, although did not correct the complaint of the wind noise, to my knowledge has also been addressed although, as I said, did not correct the "wind noise" problemIn making every effort to satisfy the customer (although the vehicle WAS NOT purchased at Mike Barney Nissan), we had to spend a serious amount of time "tapeing off" different sections of the car and then test driving the car in effort to try and "isolate" where the wind noise is coming fromAfter several attempts to try to do this, one of the attempts entailed "taping off" the lower front fender, I beleive on the passenger side, and test driving againThat effort turned out to not be the answer to the problem eitherWhen the service writer then removed the tape from the lower fender, the paint did peel offThat's when upon further investigation and the horrible "patch work" paint job in that area of the car, it was determined that this vehicle, at some point in time, had been involved in an accidentAlthough Mike Barney Nissan does not have a body shop, it is the opinion of our service technician as well as service writer and service manager that this "wind noise" repair would be extremely difficult to pinpoint due to the vehicle being altered from its factory specifications due to being involved in an accidentAs well, Nissan Motor Division will not warranty repairs that are not due to a defect in manufacturer workmanship or parts. Although a professional body shop could "most likely", after dis-assembling many components of the vehicle, find the cause of the wind noise, they would want to be compensated for thier labor involved in doing so.I did tell *** *** that I would make a call on her behalf to Heinrich Chevrolet, which I did the following day, and was told by a sales manager ( I can't recall the name ) that they would not discuss this transaction with me and could only talk directly with *** *** about this situationDuring our phone conversation, I told *** *** that this would probably be the case and that SHE really needed to be the one to call them and see if she could get to the bottom of when this vehicle had been involved in an accidentI told her that if the vehicle had been repaired while in their possession and they had not disclosed the damage to her, that she would have recourse via the used vehicle lemon law and / or disclosure laws pertaining to used vehicle transactions with automobile retailersI do not feel that it is our responsability to negotiate and try to settle any disputes between *** *** and the dealer she purchased her vehicle from In summary, *** ***e did NOT buy the vehicle from Mike Barney NissanMike Barney Nissan had never been involved in the repair of the vehicle (accident) and although Mike Barney Nissan did our best to help this customer out ( replace molding, replace weather strip and try to pinpoint the problem) Mike Barney Nissan never one time charged the customer for ANY repair. I will acknowledge that while removing the tape on the lower fender, the paint did come off with the tape and even though it was a horrible paint job to begin with, we would be willing to paint ONLY THAT PORTION of the vehicle affectedI also want to make certain that all parties understand that the paint repair is THE ONLY aspect of the vehicle that we are willing to repairMike Barney Nissan will not attempt, nor be involved in any way in trying to repair the "wind noise" that was the customers original complaint.It was and still is my suggestion that *** *** seek remedy from the Dealer that she purchased the vehicle from, albiet legal means or other Sincerely,Steve D***
general manager
October 30, 2014
Dear [redacted], I am in receipt of your letter with regard to a complaint filed with your office with an assigned ID of [redacted] The following is our response with the facts as we know them. The customer referenced in the letter leased a new Nissan Rogue thru...
Nissan Motor Acceptance Corporation with Mike Barney Nissan being the facilitator of the lease, on 6/21/2011. The customer mentions that when they asked the salesperson if there would be a disposition fee at the end of the lease, the salesperson said no, there would be no disposition fee. I cannot vouch for what was discussed between the customer and the salesperson as I wasn't present during the conversation and the salesperson involved with this transaction is no longer employed here. However, every member of our sales department is trained to explain every aspect of the contract, including all payments, fees, rebates etc. There is nothing gained by hiding a disposition fee on our cars as 95% of all manufacturers charge them anyway and Nissan has one of the lowest disposition fees in the industry! Also, the salesperson doesn't have the last word because the Finance Manager is the dealership employee that ultimately gets the customer's signature on the contract. All terms and conditions are discussed with the customer by our Finance Managers who are trained to not only properly disclose such information but, also to review line by line each detail of the lease contract as well as all other pertinent information related to the transaction. I am in possession of the copies of this lease transaction with Nissan Motor Acceptance Corporation, and will gladly forward them to you. I would particularly like to draw your attention to page 1 with the box referenced as "Federal Consumer Leasing Act Disclosure Box".
In the center of the page in LARGE print it says, "Disposition Fee If You Do Not Purchase The Vehicle" and discloses a fee of $395.00. This fee is plus 8.75% tax which is equal to the $429.56 as referenced by the customer in their complaint. As you will see, this disclosure is prominently displayed in the center of page 1 of the contract, not hidden at the bottom in small print. As to the customers question with regard to if they were to buy a new Nissan, would this fee be waived? There are numerous options at the end of a Nissan lease whereby the customer is relieved of the $395.00 disposition fee. lf the customer leases or purchases another new Nissan, Nissan always waives the disposition fee. As well, if the customer elects to purchase the current lease vehicle from Nissen Motor Acceptance Corporation, the disposition fee will be waived also. Along with the above scenario's, there are many cases where the dealership is willing to purchase the vehicle off lease and therefore the disposition fee is waived. According to our records, our internet sales representative spoke briefly with the husband of this customer on 6/26/2014 as they were curious about Nissan's pull-ahead program which we guessed would be starting in about a month. Once Nissan announced the lease loyalty program, we called back and left messages on 8/2/2014, 8/21/2014 and 9/13/2014. We wanted to explain all the different end of lease options to the customer as well as to determine the customer's automotive needs so we can better assist them in determining which alternative would be best. Unfortunately, we were unable to discuss the lease end options with this customer as our numerous calls were not returned. As to the customers interactions with the person who did the visual inspection of their lease turn in, these lease turn in inspectors are "third party" contractors who are hired by Nissan Motor Acceptance Corporation to inspect the vehicle for damage(s) as well as excess wear and tear to determine if any such charges are applicable and if so, how much the charges will be. These "third party" inspection companies in no way speak on behalf of, nor do they represent this dealership in any way! Any discussion between them and the customer is in no way a representation of this dealership. In closing, I would like to say that this dealership prides itself on our reputation and we try to completely satisfy every customer we come in contact with. Since this customer leased their Rogue, we have leased more than 3000 vehicles, and thousands BEFORE they leased their Rogue and we have never had an issue with a termination before today. That being said, we also understand that from time to time, miscommunications DO happen and we always try to assist in some fashion. As a gesture of our sincere apology for the misunderstanding, we would like to offer a certificate for a complete professional detail of their new vehicle (a $100 value), even though they are no longer driving our product. It can be used whenever they wish.
Thank you for bringing this situation to our attention. Please contact me if I can be of any further assistance. Sincerely, [redacted]
In reference to complaint ID [redacted] from [redacted]:
We agree that the bumper was repaired here twice before. The first WAS a "substandard repair" by the body shop and upon the second repair, the bumper was fully...
replaced as per Nissan Motor Corporations specifications. This was completed approximately 2 and a half years ago. So as to Mr. [redacted]s suspicions as to whether the bumper was actually replaced or not, it was. Whether he wants to believe us or not, I understand his feelings as we deal with situations everyday whereby people are being "less than honest" so to speak. We had 4 automotive "professionals" look at this vehicle, 2 service writers and an auto body technician as well as myself and everybody had the same opinion that the bumper had repair work on it at some point AFTER it was repaired to factory specifications here at Mike Barney Nissan. We DO questions as to why the Mr. [redacted] waited 2 years and 4 months to come to us to report the problem? As automotive professionals we do know for a fact that if clear coat has a peeling issue, it's over a gradual period of time and "chunks" of clear coat do not peel off in different areas all at the same time. One thing that COULD HAVE helped Mr. [redacted]s situation is that if there was a clear coat problem before we were made aware of it 2 years and 4 months later, we could have spotted the problem when he brought the vehicle in for rountine maintenance. BUT, other than the occasional warranty work, we never have seen the vehicle so we did not have any opportunity to look the vehicle over to spot any potential problem(s). I would think that any reputable repair shop who performes his maintenance on the vehicle would have been able to spot this clearcoat problem earlier on than 2 years and 4 months. With regard to a resolution to this situation, here is what Mike Barney Nissan is willing to do. Mr. [redacted] can bring the vehicle here to Mike Barney Nissan (appointment) and we will have Auto Collision and Glass (body shop not owned or managed by us) come and write up and estimate to refinish the front bumper. We then would give Mr. [redacted] a check for 50% of that amount whereby he can either keep the money or have the vehicle repaired at a shop of his choice. This offer is valid thru September 30th, 2015. After that the offer is rescinded permanently. Thank You, Mike Barney Nissan
In reference to complaint ID [redacted] from [redacted] : We agree that the bumper was repaired here twice before The first WAS a "substandard repair" by the body shop and upon the second repair, the bumper was fully replaced as per Nissan Motor Corporations specifications This was completed approximately and a half years agoSo as to Mr [redacted] s suspicions as to whether the bumper was actually replaced or not, it was Whether he wants to believe us or not, I understand his feelings as we deal with situations everyday whereby people are being "less than honest" so to speak We had automotive "professionals" look at this vehicle, service writers and an auto body technician as well as myself and everybody had the same opinion that the bumper had repair work on it at some point AFTER it was repaired to factory specifications here at Mike Barney NissanWe DO questions as to why the Mr [redacted] waited years and months to come to us to report the problem? As automotive professionals we do know for a fact that if clear coat has a peeling issue, it's over a gradual period of time and "chunks" of clear coat do not peel off in different areas all at the same timeOne thing that COULD HAVE helped Mr [redacted] s situation is that if there was a clear coat problem before we were made aware of it years and months later, we could have spotted the problem when he brought the vehicle in for rountine maintenance BUT, other than the occasional warranty work, we never have seen the vehicle so we did not have any opportunity to look the vehicle over to spot any potential problem(s) I would think that any reputable repair shop who performes his maintenance on the vehicle would have been able to spot this clearcoat problem earlier on than years and months With regard to a resolution to this situation, here is what Mike Barney Nissan is willing to doMr [redacted] can bring the vehicle here to Mike Barney Nissan (appointment) and we will have Auto Collision and Glass (body shop not owned or managed by us) come and write up and estimate to refinish the front bumper We then would give Mr [redacted] a check for 50% of that amount whereby he can either keep the money or have the vehicle repaired at a shop of his choice This offer is valid thru September 30th, After that the offer is rescinded permanently Thank You, Mike Barney Nissan
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below. Hello,
This venue of a complaint has only given this Nissan dealership the opportunity to discredit my complaint, and inappropriately paraphrase emails sent to and responded to by myself and the salesperson Stephanie onlyA rouse to create a perception that there were different vehicles and quotes under consideration, and confuse the readers of this threadIf this was the intention by this general manager, than it was successfulI do wonder tho how genuine the offer to "sit down with me and discuss what and how things went wrong" really is, or what it will accomplish nowThis conversation would have best taken place at the time or at least the first few days after July 31st when a deal was good faith verbally agreed on and then back out of by this Nissan dealershipIt's now nearing September and only received response after complaints to corporate office emails/surveys and to the Revdex.comI want to thank the Revdex.com for the opportunity to publicly place a complaint on a business It takes courage to do so, and I feel I have done my job as a consumer to inform others of my interaction with this dealership I hope this educates its readers that this business places *profit* over customer service and legitimate business agreementsI'm sure there are other dealerships that can manage those factors better. Regards, *** ***
In response to the Revdex.com complaint from *** *** (complaint ID #***, I would agree with many aspects of her complaintThere are a few "Key" issues that have been either overlooked and / or assumptions made that are inaccurate. The aspects of the vehicle being brought to Mike Barney Nissan and the "roof trim" problem(s) are valid and to my understanding, that particular issue has been resolved.The "weatherstripping" issue around the passenger door, although did not correct the complaint of the wind noise, to my knowledge has also been addressed although, as I said, did not correct the "wind noise" problemIn making every effort to satisfy the customer (although the vehicle WAS NOT purchased at Mike Barney Nissan), we had to spend a serious amount of time "tapeing off" different sections of the car and then test driving the car in effort to try and "isolate" where the wind noise is coming fromAfter several attempts to try to do this, one of the attempts entailed "taping off" the lower front fender, I beleive on the passenger side, and test driving againThat effort turned out to not be the answer to the problem eitherWhen the service writer then removed the tape from the lower fender, the paint did peel offThat's when upon further investigation and the horrible "patch work" paint job in that area of the car, it was determined that this vehicle, at some point in time, had been involved in an accidentAlthough Mike Barney Nissan does not have a body shop, it is the opinion of our service technician as well as service writer and service manager that this "wind noise" repair would be extremely difficult to pinpoint due to the vehicle being altered from its factory specifications due to being involved in an accidentAs well, Nissan Motor Division will not warranty repairs that are not due to a defect in manufacturer workmanship or parts. Although a professional body shop could "most likely", after dis-assembling many components of the vehicle, find the cause of the wind noise, they would want to be compensated for thier labor involved in doing soI did tell *** *** that I would make a call on her behalf to Heinrich Chevrolet, which I did the following day, and was told by a sales manager ( I can't recall the name ) that they would not discuss this transaction with me and could only talk directly with *** *** about this situationDuring our phone conversation, I told *** *** that this would probably be the case and that SHE really needed to be the one to call them and see if she could get to the bottom of when this vehicle had been involved in an accidentI told her that if the vehicle had been repaired while in their possession and they had not disclosed the damage to her, that she would have recourse via the used vehicle lemon law and / or disclosure laws pertaining to used vehicle transactions with automobile retailersI do not feel that it is our responsability to negotiate and try to settle any disputes between *** *** and the dealer she purchased her vehicle from In summary, *** ***e did NOT buy the vehicle from Mike Barney NissanMike Barney Nissan had never been involved in the repair of the vehicle (accident) and although Mike Barney Nissan did our best to help this customer out ( replace molding, replace weather strip and try to pinpoint the problem) Mike Barney Nissan never one time charged the customer for ANY repair. I will acknowledge that while removing the tape on the lower fender, the paint did come off with the tape and even though it was a horrible paint job to begin with, we would be willing to paint ONLY THAT PORTION of the vehicle affectedI also want to make certain that all parties understand that the paint repair is THE ONLY aspect of the vehicle that we are willing to repairMike Barney Nissan will not attempt, nor be involved in any way in trying to repair the "wind noise" that was the customers original complaint.It was and still is my suggestion that *** *** seek remedy from the Dealer that she purchased the vehicle from, albiet legal means or other Sincerely,Steve D***
general manager
In response to the Revdex.com complaint from *** *** (complaint ID #***, I would agree with many aspects of her complaintThere are a few "Key" issues that have been either overlooked and / or assumptions made that are inaccurate. The aspects of the vehicle being brought to Mike
Barney Nissan and the "roof trim" problem(s) are valid and to my understanding, that particular issue has been resolved.The "weatherstripping" issue around the passenger door, although did not correct the complaint of the wind noise, to my knowledge has also been addressed although, as I said, did not correct the "wind noise" problemIn making every effort to satisfy the customer (although the vehicle WAS NOT purchased at Mike Barney Nissan), we had to spend a serious amount of time "tapeing off" different sections of the car and then test driving the car in effort to try and "isolate" where the wind noise is coming fromAfter several attempts to try to do this, one of the attempts entailed "taping off" the lower front fender, I beleive on the passenger side, and test driving againThat effort turned out to not be the answer to the problem eitherWhen the service writer then removed the tape from the lower fender, the paint did peel offThat's when upon further investigation and the horrible "patch work" paint job in that area of the car, it was determined that this vehicle, at some point in time, had been involved in an accidentAlthough Mike Barney Nissan does not have a body shop, it is the opinion of our service technician as well as service writer and service manager that this "wind noise" repair would be extremely difficult to pinpoint due to the vehicle being altered from its factory specifications due to being involved in an accidentAs well, Nissan Motor Division will not warranty repairs that are not due to a defect in manufacturer workmanship or parts. Although a professional body shop could "most likely", after dis-assembling many components of the vehicle, find the cause of the wind noise, they would want to be compensated for thier labor involved in doing so.I did tell *** *** that I would make a call on her behalf to Heinrich Chevrolet, which I did the following day, and was told by a sales manager ( I can't recall the name ) that they would not discuss this transaction with me and could only talk directly with *** *** about this situationDuring our phone conversation, I told *** *** that this would probably be the case and that SHE really needed to be the one to call them and see if she could get to the bottom of when this vehicle had been involved in an accidentI told her that if the vehicle had been repaired while in their possession and they had not disclosed the damage to her, that she would have recourse via the used vehicle lemon law and / or disclosure laws pertaining to used vehicle transactions with automobile retailersI do not feel that it is our responsability to negotiate and try to settle any disputes between *** *** and the dealer she purchased her vehicle from In summary, *** ***e did NOT buy the vehicle from Mike Barney NissanMike Barney Nissan had never been involved in the repair of the vehicle (accident) and although Mike Barney Nissan did our best to help this customer out ( replace molding, replace weather strip and try to pinpoint the problem) Mike Barney Nissan never one time charged the customer for ANY repair. I will acknowledge that while removing the tape on the lower fender, the paint did come off with the tape and even though it was a horrible paint job to begin with, we would be willing to paint ONLY THAT PORTION of the vehicle affectedI also want to make certain that all parties understand that the paint repair is THE ONLY aspect of the vehicle that we are willing to repairMike Barney Nissan will not attempt, nor be involved in any way in trying to repair the "wind noise" that was the customers original complaint.It was and still is my suggestion that *** *** seek remedy from the Dealer that she purchased the vehicle from, albiet legal means or other Sincerely,Steve D***
general manager
October 30, 2014
Dear [redacted], I am in receipt of your letter with regard to a complaint filed with your office with an assigned ID of [redacted] The following is our response with the facts as we know them. The customer referenced in the letter leased a new Nissan Rogue thru...
Nissan Motor Acceptance Corporation with Mike Barney Nissan being the facilitator of the lease, on 6/21/2011. The customer mentions that when they asked the salesperson if there would be a disposition fee at the end of the lease, the salesperson said no, there would be no disposition fee. I cannot vouch for what was discussed between the customer and the salesperson as I wasn't present during the conversation and the salesperson involved with this transaction is no longer employed here. However, every member of our sales department is trained to explain every aspect of the contract, including all payments, fees, rebates etc. There is nothing gained by hiding a disposition fee on our cars as 95% of all manufacturers charge them anyway and Nissan has one of the lowest disposition fees in the industry! Also, the salesperson doesn't have the last word because the Finance Manager is the dealership employee that ultimately gets the customer's signature on the contract. All terms and conditions are discussed with the customer by our Finance Managers who are trained to not only properly disclose such information but, also to review line by line each detail of the lease contract as well as all other pertinent information related to the transaction. I am in possession of the copies of this lease transaction with Nissan Motor Acceptance Corporation, and will gladly forward them to you. I would particularly like to draw your attention to page 1 with the box referenced as "Federal Consumer Leasing Act Disclosure Box".
In the center of the page in LARGE print it says, "Disposition Fee If You Do Not Purchase The Vehicle" and discloses a fee of $395.00. This fee is plus 8.75% tax which is equal to the $429.56 as referenced by the customer in their complaint. As you will see, this disclosure is prominently displayed in the center of page 1 of the contract, not hidden at the bottom in small print. As to the customers question with regard to if they were to buy a new Nissan, would this fee be waived? There are numerous options at the end of a Nissan lease whereby the customer is relieved of the $395.00 disposition fee. lf the customer leases or purchases another new Nissan, Nissan always waives the disposition fee. As well, if the customer elects to purchase the current lease vehicle from Nissen Motor Acceptance Corporation, the disposition fee will be waived also. Along with the above scenario's, there are many cases where the dealership is willing to purchase the vehicle off lease and therefore the disposition fee is waived. According to our records, our internet sales representative spoke briefly with the husband of this customer on 6/26/2014 as they were curious about Nissan's pull-ahead program which we guessed would be starting in about a month. Once Nissan announced the lease loyalty program, we called back and left messages on 8/2/2014, 8/21/2014 and 9/13/2014. We wanted to explain all the different end of lease options to the customer as well as to determine the customer's automotive needs so we can better assist them in determining which alternative would be best. Unfortunately, we were unable to discuss the lease end options with this customer as our numerous calls were not returned. As to the customers interactions with the person who did the visual inspection of their lease turn in, these lease turn in inspectors are "third party" contractors who are hired by Nissan Motor Acceptance Corporation to inspect the vehicle for damage(s) as well as excess wear and tear to determine if any such charges are applicable and if so, how much the charges will be. These "third party" inspection companies in no way speak on behalf of, nor do they represent this dealership in any way! Any discussion between them and the customer is in no way a representation of this dealership. In closing, I would like to say that this dealership prides itself on our reputation and we try to completely satisfy every customer we come in contact with. Since this customer leased their Rogue, we have leased more than 3000 vehicles, and thousands BEFORE they leased their Rogue and we have never had an issue with a termination before today. That being said, we also understand that from time to time, miscommunications DO happen and we always try to assist in some fashion. As a gesture of our sincere apology for the misunderstanding, we would like to offer a certificate for a complete professional detail of their new vehicle (a $100 value), even though they are no longer driving our product. It can be used whenever they wish.
Thank you for bringing this situation to our attention. Please contact me if I can be of any further assistance. Sincerely, [redacted]
In reference to complaint ID [redacted] from [redacted]:
We agree that the bumper was repaired here twice before. The first WAS a "substandard repair" by the body shop and upon the second repair, the bumper was fully...
replaced as per Nissan Motor Corporations specifications. This was completed approximately 2 and a half years ago. So as to Mr. [redacted]s suspicions as to whether the bumper was actually replaced or not, it was. Whether he wants to believe us or not, I understand his feelings as we deal with situations everyday whereby people are being "less than honest" so to speak. We had 4 automotive "professionals" look at this vehicle, 2 service writers and an auto body technician as well as myself and everybody had the same opinion that the bumper had repair work on it at some point AFTER it was repaired to factory specifications here at Mike Barney Nissan. We DO questions as to why the Mr. [redacted] waited 2 years and 4 months to come to us to report the problem? As automotive professionals we do know for a fact that if clear coat has a peeling issue, it's over a gradual period of time and "chunks" of clear coat do not peel off in different areas all at the same time. One thing that COULD HAVE helped Mr. [redacted]s situation is that if there was a clear coat problem before we were made aware of it 2 years and 4 months later, we could have spotted the problem when he brought the vehicle in for rountine maintenance. BUT, other than the occasional warranty work, we never have seen the vehicle so we did not have any opportunity to look the vehicle over to spot any potential problem(s). I would think that any reputable repair shop who performes his maintenance on the vehicle would have been able to spot this clearcoat problem earlier on than 2 years and 4 months. With regard to a resolution to this situation, here is what Mike Barney Nissan is willing to do. Mr. [redacted] can bring the vehicle here to Mike Barney Nissan (appointment) and we will have Auto Collision and Glass (body shop not owned or managed by us) come and write up and estimate to refinish the front bumper. We then would give Mr. [redacted] a check for 50% of that amount whereby he can either keep the money or have the vehicle repaired at a shop of his choice. This offer is valid thru September 30th, 2015. After that the offer is rescinded permanently. Thank You, Mike Barney Nissan