Mossy Nissan

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 The problem happened again today and car had to go back to [redacted] Regards, [redacted]

To our friends at the Revdex.com: We immediately contacted the customer, [redacted] We were very concerned about his complaint that despite efforts to eliminate a pull in his car while driving he continued to experience a drift All work was completed and checked to match factory specifications He requested a reimbursement of $ [redacted] in his letter We invited [redacted] in to try once again to isolate the pull and eliminate Our service manager, [redacted] , met with him on [redacted] , [redacted] in our service department We offered a free loaner car for the inconvenience so that we could further evaluate his concern He asked for a refund of the alignments both front and rear and did not want to have us continue work on his car The amount paid for the alignments was $ [redacted] He agreed to receive a full refund for the services he paid for in lieu of continuing the diagnosis We agreed and refunded his credit card the $ [redacted] [redacted] was happy with the refund We are sorry that his pull could not be fixed to his satisfaction and apologize for any inconvenience this may have caused Please note that we did verify that all work was done at Mossy Nissan according to factory specs and any pull issues were not related to our work with the alignments Quality of alignment work was neither the cause nor the solution to his problem with the pull We would have continued at no cost diagnosing his pull had he agreed We consider the situation resolved Sincerely, [redacted] General Manager Mossy Nissan

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 [redacted] did call and apologize for the miscommunicationI did agree that no reimbursement was required because the purpose of my complaint was to get some resolution or clarification if the repairs made by Mossy were necessary to repair my vehicle [redacted] claims because I told Mossy to look for "Noise at start up - more at idle - Bump type noise" vs what I told [redacted] "Vehicle will shake at low speeds and Vehicle will make noise when turning" that those are entirely two different problemsI disagree with [redacted] and I emphatically told him that on the phone that I don't accept his rationale due to it being based on my description - someone who knows absolutely nothing about automobiles and had only driven the car for a few milesIn his response to the Revdex.com [redacted] writes, " [redacted] took delivery of her car and was called a few days later to check on the repairsShe told our service advisor that everything was fixed correctly." , this is an erroneous statement NO ONE from Mossy contacted me a few days later to check on the repairs of the vehicleI did not talk to [redacted] , the service advisor until the day I call to report my concerns [redacted] told me that his certified technician never drove my car that he only took my description of the noises and went from there to make his conclusion on what needed to be repairedI think that is very irresponsible and further validates my concern of did Mossy make the right repairs When I took the car to [redacted] Nissan they didn't just take my description as diagnosis , the certified technician took the time to drive the car alone and with me to make sure we were on the same pageIn conclusion, I agreed to disagree with [redacted] , because our conversation was not going anywhere [redacted] Nissan verified that my car does have new engine mounts, but I do not agree that this repair was neededI can't see how I can get reimbursed for new parts that were not neededAlso I did not think it was necessary for me to know about cars before taking it to Mossy, [redacted] attempt to use my words against me to justify this misunderstanding is pettyHe mentioned in our phone conversation, that when I go to the doctor the doctor diagnoses the problem based on what the patient reportsThis is true, however #- the doctor also runs test & #- if my [redacted] could talk like me I am sure it's report would be a lot more accurateI do not plan to take my business to Mossy because now I am concerned about retaliation due to my complaintI would like to know if another Nissan dealership will honor the work that Mossy has done on my vehicle in case a problem arises in the future Regards, [redacted]

[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 [redacted] , and find that this resolution would be satisfactory to me A full refund was not issued as stated in the response but a partial of $**wasI accept and consider this issue resolvedThank you

Revdex.com Investigation,We apologize for the misunderstanding with the customer We investigated the balance due to Nissan on 1/18/and found it was zero as she requested We called and spoke to the customer to let her know all was in order She was pleased to hear this We apologized for any misunderstanding.Sincerely,David [redacted] General Manager

Our service manager, George ***, spoke to Alberto *** this morning and discussed his complaint. He will work with Mr*** personally to resolve concernsHis car was originally in for an airbag recall from Nissan that includes a Nissan reprogram of the computerGeorge asked Mr
*** to bring his car back into Mossy again so George can escalate this up to Nissan for warranty coverage of correction. Mr*** has agreed to bring his vehicle.David ***General Manager

We spoke to [redacted] on Wednesday and invited her to bring her car into service so our technician could try to duplicate her concern. She agreed to do so and we provided her alternate transportationWe will do our best to duplicate her concern and communicate our findings to [redacted] of [redacted] for diagnosis and repair according to her
factory warranty
Sincerely,
[redacted]
General
Manager

[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 [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.  
The problem happened again today and car had to go back to [redacted]
Regards,
[redacted]

[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 [redacted], and find that this resolution would be satisfactory to me.  A full refund was not issued as stated in the response but a partial of $**9 was. I accept and consider this issue resolved. Thank you.

To Revdex.com:We are so pleased [redacted] chose to purchase and service her vehicle at Mossy [redacted] brought her car into our service department on 1-19-stating the vehicle shutters upon initial acceleration only, vehicle shakes while at idle, and when connecting an I
phone- I tunes and using shuffle selection the system will not shuffle. This is the first time [redacted] brought her car into the Mossy [redacted] service department with these complaints to be diagnosed. She purchased the vehicle in August of 2014. Our [redacted] certified and factory trained technician was unable to duplicate her concerns and found no problem with the car. [redacted] has not brought the vehicle back to see if we can duplicate her concerns.We have called [redacted] to review her Revdex.com complaint and concerns she has with her vehicle **(see service manager notes from the call below). We assured her that Mossy [redacted] is prepared to continue trying to duplicate her concern and to repair her vehicle as directed by [redacted] of [redacted] according to her factory warranty. [redacted] declined the invitation to bring in her car and so we could continue trying to duplicate her concern. We asked if she was taking this complaint directly to [redacted] and she said yes that she had opened a Consumer Affairs file with [redacted]We told her we are her advocate and would cooperate with her and with [redacted] of [redacted]The dispute resolution request because of her concern of a factory defect in [redacted] Revdex.com complaint belongs and is now with [redacted] and their Consumer Affairs department. Sincerely,[redacted]General Manager ** Notes of phone call: After receiving the Revdex.com complaint, we contacted [redacted] on Thursday, 1-22-2015. [redacted], our service manager, spoke to her by phone:"I spoke, by telephone, with [redacted] on Thursday,
1-22-
I asked her that we review the Revdex.com case together and
understand the resolution decision tree with [redacted] of [redacted] when there
is a customer warranty repair concern
I explained that her concern on our repair order #
[redacted], dated 1-19-2015, was the first time that we were made aware there
was a problem
It was also explained that our [redacted] certified and factory
trained technician was unable to duplicate her concernHe found no problems with the car
I stressed the fact that Mossy [redacted] was her advocate and
that we wanted to work together to provide any documentation that [redacted] of
[redacted] may need to resolve her concernI asked for the opportunity to
continue the diagnosis, as her concern is intermittentAlso, she would be
provided alternate transportation, at no cost to try and duplicate her concern
I asked if she had opened a Consumer Affairs file with [redacted]
of [redacted], as all resolution tree decisions wil involve and approved by
themShe said she had."

Response to Revdex.com complaint rejection from [redacted]
Mossy Nissan requests this complaint be closed as satisfactorily
resolved. Our own review shows we did everything
possible to perform quality work and to later offer explanations of the work to
the customer thru the Revdex.com We apologized
as requested
On [redacted], [redacted] had her [redacted] with
88,miles diagnosed for the following concern:
·
Noise at start up - more at idle - Bump type
noise –
Our Nissan factory trained and certified technician found
the front and right side engine mounts to have failed causing the noiseUpon
the replacement of the parts the noise was gone. We once again apologize to [redacted], but completely
support our Nissan factory trained and certified technician that diagnosed and
repaired her vehicle.
We are not perfect and can make mistakes, but will work to
resolve any issues if given the opportunity.
[redacted] never gave us that opportunity even after invited by us and
as recommended by Nissan. Shortly after
our repair, [redacted] took her car to [redacted] Nissan who verified that Mossy
Nissan had performed the work, replaced the worn parts, and verified that new
replacement parts were put on We would
have welcomed the opportunity to look at any other problems with her vehicle at
that time and still extend an open invitation for her to bring in her vehicle
into Mossy in the future. We are
professionals. We will continue to treat
her with courtesy and respect and appreciation.
[redacted] does have a warranty on the repair from Nissan
of North America who offers a month 12,mile warranty on the parts and
laborThis warranty is recognized at any Nissan dealership located in America
Sincerely,
[redacted]
General Manager
Mossy Nissan

Revdex.com of Houston and South Texas
RE:
On [redacted] our service manager [redacted]
spoke to the customer, apologized, and resolved customers concerns about
repairs at Mossy Nissan that she questioned in
her complaint with Revdex.com. Both agreed no reimbursement was
required. He reviewed the following details:
On [redacted] had her Nissan
Maxima with 88,miles diagnosed for the following concern:
Noise at start up - more at idle -
Bump type noise –
Our Nissan factory trained and certified technician found
the front and right side engine mounts to have failed causing the noiseUpon
the replacement of the parts the noise was gone[redacted] took delivery of
her car and was called a few days later to check on the repairsShe told our
service advisor that everything was fixed correctly[redacted] did call back
a few days later and said that a family friend had looked at the car and felt
that the engine mount parts had not been replaced[redacted] was asked to
return to Mossy so we could understand her concernAll repairs have a month
12,mile warranty on parts and labor[redacted] decided not to bring the
car back to Mossy Nissan and took it to [redacted] Nissan dealership for an
additional diagnosis
The customer's concern at [redacted] Nissan on [redacted] at
89,miles:
Vehicle
will shake at low speeds
Vehicle
will make noise when turning
[redacted] Nissan did verify that Mossy put new engine mounts
on the carRepairs performed at Mossy focused on the engine mounts and was
duplicated by starting the engine with no need to drive the carThe repairs at
[redacted] Nissan required the car to be driven and were not related to her
original concerns with us
[redacted] expressed our commitment to her satisfaction and that
work was done that she authorized and all charges were justified and verified on her repair order.
Customer thanked [redacted] for the follcall and stated she had
not asked for any reimbursement, but only an explanation that she felt was due. [redacted] reiterated what she said and told her
that this would be put in writing in our response to the Revdex.com. She agreed that yes we are in agreement all
is resolved
[redacted]
General Manager

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.  
[redacted] did call and apologize for the miscommunication. I did agree that no reimbursement was required because the purpose of my complaint was to get some resolution or clarification if the repairs made by Mossy were necessary to repair my vehicle. [redacted] claims because I told Mossy to look for "Noise at start up - more at idle - Bump type noise" vs what I told [redacted] "Vehicle will shake at low speeds and Vehicle will make noise when turning" that those are entirely two different problems. I disagree with [redacted] and I emphatically told him that on the phone that I don't accept his rationale due to it being based on my description - someone who knows absolutely nothing about automobiles and had only driven the car for a few miles. In his response to the Revdex.com [redacted] writes, " [redacted] took delivery of her car and was called a few days later to check on the repairs. She told our service advisor that everything was fixed correctly." , this is an erroneous statement NO ONE from Mossy contacted me a few days later to check on the repairs of the vehicle. I did not talk to [redacted], the service advisor until the day I call to report my concerns. [redacted] told me that his certified technician never drove my car that he only took my description of the noises and went from there to make his conclusion on what needed to be repaired. I think that is very irresponsible and further validates my concern of did Mossy make the right repairs.  When I took the car to [redacted] Nissan they didn't just take my description as diagnosis , the certified technician took the time to drive the car alone and with me to make sure we were on the same page. In conclusion, I agreed to disagree with [redacted], because our conversation was not going anywhere. [redacted] Nissan verified that my car does have new engine mounts, but I do not agree that this repair was needed. I can't see how I can get reimbursed for new parts that were not needed. Also I did not think it was necessary for me to know about cars before taking it to Mossy, [redacted] attempt to use my words against me to justify this misunderstanding is petty. He mentioned in our phone conversation, that when I go to the doctor the doctor diagnoses the problem based on what the patient reports. This is true, however #1 - the doctor also runs test & #2 - if my [redacted] could talk like me I am sure it's report would be a lot more accurate. I do not plan to take my business to Mossy because now I am concerned about retaliation due to my complaint. I would like to know if another Nissan dealership will honor the work that Mossy has done on my vehicle in case a problem arises in the future.
Regards,[redacted]

Revdex.com Investigation,We apologize for the misunderstanding with the customer.  We investigated the balance due to Nissan on 1/18/2016 and found it was zero as she requested.  We called and spoke to the customer to let her know all was in order.  She was pleased to hear this.  We...

apologized for any misunderstanding.Sincerely,David [redacted]General Manager

To our friends at the Revdex.com:
We immediately contacted the customer, [redacted].  We were very concerned about his complaint that despite efforts to eliminate a pull in his car while driving he continued to experience a drift.  All work was completed and checked to match factory...

specifications.  He requested a reimbursement of $[redacted] in his letter.  We invited [redacted] in to try once again to isolate the pull and eliminate.  Our service manager, [redacted], met with him on [redacted], [redacted] in our service department.  We offered a free loaner car for the inconvenience so that we could further evaluate his concern.  He asked for a refund of the alignments both front and rear and did not want to have us continue work on his car.  The amount paid for the alignments was $[redacted].  He agreed to receive a full refund for the services he paid for in lieu of continuing the diagnosis.  We agreed and refunded his credit card the $[redacted].  [redacted] was happy with the refund.  We are sorry that his pull could not be fixed to his satisfaction and apologize for any inconvenience this may have caused. 
Please note that we did verify that all work was done at Mossy Nissan according to factory specs and any pull issues were not related to our work with the alignments.  Quality of alignment work was neither the cause nor the solution to his problem with the pull.  We would have continued at no cost diagnosing his pull had he agreed.
We consider the situation resolved. 
Sincerely,
[redacted]
General Manager
Mossy Nissan