Morrie's Brooklyn Park Nissan/Subaru

Mr. [redacted] was deleted from our CRM (VinSolutions) in June of 2017, and also deleted from our accounting system in October 2017 (Reynold’s & Reynold’s) as requested.  The combination of these two steps will prevent any email, phone, or direct mail communications from Morries...

Brooklyn Park Nissan.   Despite the removal of Mr. [redacted] information from our systems it is still possible that a 3rd party marketer could source Mr. [redacted]’s public information.  Sources include but are not limited to credit agencies, marketing list companies, affiliates of other agencies that also do business with Mr. [redacted], postal address aggregators etc.   Being that we have deleted all of Mr. [redacted] information from our systems, we are unable to send this information elsewhere to prevent him being on mailing lists etc. for further advertisements purchased on lists from some of the aforementioned sources in paragraph 2.    There are formal opt-out services, such as the offering from optoutprescreen.com that remove consumers from offer lists provided by the 4 major credit reporting agencies.  If Mr. [redacted] has not already opted out in this fashion, we would be more than happy to cover the costs of processing this request.   Thank you for your time and consideration.     Respectfully,       Joe [redacted] ###-###-####

My name is Joe [redacted], and I'm the General Manager at Morrie's Brooklyn Park Subaru.  [redacted] and I spoke via telephone today so we could figure out the situation together.  I explained to [redacted] that we do pull credit for customers who write personal checks to purchase...

vehicles.  We did receive a signed credit application to do so; however, we should have done a better job explaining why we were doing so.  I also stated that she is always welcome to bring in a cashier's check to avoid a credit inquiry next time.  The entire management team has been briefed on the importance of explaining this process thoroughly to each individual that wishes to pay using a personal check in the future.  [redacted] did understand the reasoning, and I apologized for the miscommunication.  We are honoring the $250 with accessories or services within the store for the truck that she had purchased.Please feel free to contact me with any further questions or concerns at ###-###-#### or joe.[redacted]@morries.com.
 
Thank you,
Joe

Initial Business Response /* (1000, 10, 2014/02/28) */
In response to the statements above, when we sold the vehicle we stated the vehicle was sold in "As is" condition. A vehicle that is 10 years old and over 130,000 miles is likely to need repairs.
We would be willing to refund $1000.00...

towards the repairs that Mr. [redacted] has made to the vehicle upon him providing receipts and signing a release form. The other option we could offer at this time, is Mr. [redacted] can return the 2004 VW Jetta for a refund of 4387.00 plus 187.66 tax and 75.00 document fee, as long as the condition of the vehicle is the same as time of delivery and that he does not remove any of the repairs he has made since he has purchased the vehicle.

This dealership caused damage to my vehicle when it was in their possession.

When I pointed this out to the manager (Brian) , he told me that there was no way they caused the damage, and accused me of causing it.

I thoroughly inspect my vehicle prior to any service appointment. I pointed this out to the manager, and noted that this damage was not there prior to my service. He refused to even hear me out and told me to "have a good day".

Initial Business Response /* (1000, 16, 2014/10/30) */
This is the repair history for this vehicle. This customer has had multiple repairs made, as well as more than one issue. We did misdiagnosis the vehicle in the beginning but I feel we rectified that situation.
1. RO# [redacted]...

9/9/13
Customer brought vehicle in because they had a hard time adding fuel. The tech diagnosed a faulty canister vent valve. No OK from customer to repair. Charged 139.50 Diagnosis.
2. RO# [redacted] 1/8/14
Replaced the vent control valve and filter per previous diagnosis. Charged 498.44 total.
3. RO# [redacted] 1/9/14
Customer returned for same issue, vehicle will not accept fuel. Worked with tech line and determined a valve on the fuel pump assembly was stuck and the pump needed to be replaced. Replaced the fuel pump, charged customer only the part due to previous repair being misdiagnosed. The total amount the customer paid for both repairs is equal to the fuel pump replacement for parts and labor. Customer was satisfied with the resolution.
4. RO# [redacted] 4/14/14
Customer returned for a no start concern. Found fuel pump connector became unseated. Reseated connector, no further problems found. No charge.
5. RO# [redacted] 4/16/14
Customer returned for a no start again. Customer stated after He removed the battery cables and cleaned them the vehicle will not start anymore. Stated the red key light is flashing and the car will not crank. Found the body control module and the engine control module cannot be accessed with the Nissan scan tool. Suspect the customer damaged the modules when he removed the battery cables? Maybe jumped backwards? This is not related to the vehicle not taking fuel issue. Customer approved repair, $2150.06
6. RO# [redacted] 8/4/14
Customer returned again for no start. Found faulty fuel pump, also found damage to wiring going to the fuel pump. Replaced fuel pump under parts warranty and repaired wiring at no cost to customer. Suspect faulty fuel pump caused damage to wiring? No charge to the customer.
I believe the first repair was misdiagnosed as the vent control valve and it was in fact the fuel pump that was faulty, we did rectify the error with the customer by charging only what the fuel pump repair would have cost by itself for both repairs. The body control module as well as the ECU we're most likely caused by something the customer did when it removed the battery and is not related to the fuel issue. The new Nissan pump did fail and that was covered under the one year parts warranty. The fuel pump wiring harness was repaired at last visit at no charge to the customer. I am not aware of any issues occurring after the last repair.

My name is Joe [redacted], and I'm the General Manager at Morrie's Brooklyn Park Subaru.  [redacted] and I spoke via telephone today so we could figure out the situation together.  I explained to [redacted] that we do pull credit for customers who write personal checks to purchase vehicles. ...

We did receive a signed credit application to do so; however, we should have done a better job explaining why we were doing so.  I also stated that she is always welcome to bring in a cashier's check to avoid a credit inquiry next time.  The entire management team has been briefed on the importance of explaining this process thoroughly to each individual that wishes to pay using a personal check in the future.  [redacted] did understand the reasoning, and I apologized for the miscommunication.  We are honoring the $250 with accessories or services within the store for the truck that she had purchased.Please feel free to contact me with any further questions or concerns at ###-###-#### or joe.[redacted]@morries.com. Thank you,Joe

To Whom It May Concern, My name is Joe [redacted], and I'm the General Manager at Morrie's Brooklyn Park Subaru.  We take feedback in general very seriously, and investigated this situation personally. We will not hide behind the fact that profits must be made on the products that we...

sell.  Like any business, we must make a profit to pay for all expenses including but not limited to employing every team member.  The vehicle was purchased AS-IS without warranty as stated by Minnesota law being over 75,000 miles.  We offer coverage to all customers which does indeed protect them if mechanical issues do arise.  While there is profit in the service contracts we offer, they also give the customer peace of mind during the course of ownership and can save them money on repairs that may be needed in the future.  That said, we want our customers to be happy, and we will diagnose the check engine light free of charge.  Once we diagnose the concern, we can work amicably together with [redacted] to figure out the next steps.  Check Engine Lights can appear for many reasons, so we must start with a diagnosis.  It's important to note that Brian [redacted] (Pre-Owned Manager) is on vacation.  I have asked Mike [redacted] to follow up with [redacted] tomorrow to schedule an appointment for diagnosis.  We also need the opportunity to speak with Brian regarding any awareness he has with this situation, so we can fully understand and fix these situations in the future. Upon review of the 2013 Tiguan purchased on 6/27/17, the sales price shows $10,499, and not $11,000 as stated.  It appears that the price in question was in fact honored at the time of sale.  If I'm misinterpreting this information please provide further documentation regarding this issue. Please feel free to contact me directly with any questions or concerns on my cell phone at ###-###-####. Thank you, Joe

I apologize for the delay in responding.  I have asked our finance department to reach out you to process any refund owed.  Please feel free to reach out to me directly if you do not receive a call by end of business tomorrow. Thank you, Matt [redacted]Group Finance...

Director###-###-#### Cell

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

Revdex.com NOTE: Received e-mail from consumer, providing 'update' on situation with dealership following 12/1 appointment: "I stated in my original statement that we would be picking up the truck yesterday Friday December 1st. After meeting with Michael the lead finance manger, we agreed to let them...

further research our concerns. We ultimately compromised with them, agreeing to pay for the repair as long as they could provide proof that our paperwork contained a clerical error. In return they agreed to cover the cost of the tow.My complaint has been resolved with Morrie's.I would like to note that during all of the conversations had with Morrie's staff prior to friday we were never directed to speak with someone who genuinely wanted to assist us and make things right. Due to this lack of communication and general disregard for customer satisfaction I felt I had no other option but to file a report with the Revdex.com. However, I was very pleased with how Michael handled this situation.Please feel free to contact me if any further information is needed."

To Whom It May Concern, Jerry [redacted], Morries BP Nissan/Subaru Pre-Owned Director, settled this claim with Mr. [redacted] this past week.  Mr. [redacted] received the services at a discounted rate of $950 versus the initial charge of $1,450.  Please contact me with any further questions or...

concerns. Thank you, Joe [redacted]joe.[redacted]@morries.com###-###-####

Initial Business Response /* (1000, 10, 2016/01/08) */
In reviewing case, it is unfortunate that this occurred while vehicle was stored on the property. The customer did sign a disclaimer stating "That we will not be held responsible for loss or damage to vehicle or article left in vehicles in case...

of fire, theft, accident or any other case beyond our control." In an effort to minimize inconvenience placed upon customer, Brooklyn Park Automotive volunteers to pay customer a total of $300.00.
Initial Consumer Rebuttal /* (2000, 12, 2016/01/11) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I guess im ok with the 300 dollars its better then nothing.

Initial Business Response /* (1000, 9, 2015/03/31) */
I have emailed and left a voice mailed on several occasions to Mr. [redacted] informing him that I would like to meet with him in person and would take care of the items on his "we owe". I will be happy to meet with Mr. [redacted] as soon as he...

contacts me to schedule.
Contact Name and Title: Carter Doolittle
Contact Phone: [redacted]
Contact Email: [redacted]@morries.com
Initial Consumer Rebuttal /* (3000, 11, 2015/03/31) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I have repeatedly requested any information on when the items will be repaired, when the tools would be in and when the key will be made. Yes, they have called me but they give me nothing to go on. They want me to meet them but it makes no sense for me to make a 6th trip without knowing if it's to provide me with what I was promised. Im done talking, I just want them to deliver and stop wasting my time. It's incredibly frustrating.
Final Consumer Response /* (3000, 14, 2015/04/10) */
Received following from Mr [redacted], following appointment at dealership:
"Morries has completed the entire 'We Owe' list to my satisfaction. Please close the case.
Thank you for your help,
[redacted]"

long story short!.

I found an amazing SUV there, Nissan Murano. I bought it the same day I went there and did all the paper work. I was supposed to take the car home that night but the bank did not get back to us for financing because it was late.
So I paid the first payment cash and agreed with the dealership to come the next day to pick up the car and by then we would have gotten a response from the bank.

Next day bank approves, I went to the dealership as was agreed upon. That morning even their manager left me a voicemail saying come on over and seal the deal. When I arrived there, they told me there is a problem and that they SOLD THE CAR TO SOMEONE ELSE!!!

I was shocked, did not know whether to believe them or not. They made it even worse when they said that it was my fault for not coming earlier and they were rude enough to suggest that I should take a look at their other cars.
They had no concern to my time or money given that I live 70 miles away.

For a big dealership like this to lack integrity and honesty with its customers it is catastrophic. It was absolutely a terrible experience.