Napoleon Restaurants, Inc.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 10765732, and find that this resolution is satisfactory to me
Regards,
D*** ***

We have reviewed all of the paperwork involved in this issueThe service manager, G*** ***., has been tasked with speaking to the customer about resolving the differing perspectives that may existHe has attempted to call the customer and the customer has attempted to call backAt this point
they have not been able to speak to each otherOur intention is to continue pursue contact, come to an agreement and settle the issue.Thank you,-C*** *** Dealer Operations Manager First Auto Group

We believe this customer has a legitimate reason to be unhappy and we apologize for the inconvenienceWe will be happy to refund the cost of the inspection that he paid forThe technician was far too cavalier in his responsibility with properly filling out the Multipoint Inspection formWe have
had a formal correction and employee write up form done with him by the Service Manager and the Shop Foreman
With that being said, there exists information that the customer should be aware of:
The engine codes (detailed on the repair order) most often indicate that the engine does indeed have an internal sludge problem that has created damage that is irreversibleThis has manifested itself repeatedly in our history with working on Nissans
Adding oil will make the light go out, but the engine will, most likely, continue to use oil at an accelerated rateIf the oil level is allowed to drop, as it has already done, the damage will increase at a more rapid rate
Nissan's maintenance manual specifies when the oil level should be checked by the driver of the vehicle and also what the intervals between oil changes should beOur strong suggestion is that these maintenance instructions should be followedIf/when the oil consumption exceeds what Nissan specifies, then the vehicle should be inspected with the expectation that an engine rebuild or replacement will be necessary
Thank you for the opportunity to address these issues with the customer and also with our associates here at First Nissan
Sincerely,
-C*** ***
Dealer Operations Manager
First Automotive Group

Complaint:
I am rejecting this response because:Yes the vehicle he very well above mile in fact its at mile nowIf it was on mile, then definitely it does not make sense for me to take a 90K Mile Service which is dealer and nissan recommendedSo thats the reason I took the 90k mile service and all these inspections are covered as part of itAlso which costs 401.88$If this inspection was done correctly as claimed then I would have definitely replaced the belt right there instead of postponing it. Well now the question is about the part you did not repair and did not inspectSo if it is like you did not inspect then please give me an explanation, for why should I give you 401.88$?And for your bullet points: It is serpentine belt For your information these belts are made of fibers internallyAnd when these fibers are torn when I am driving at 65mph they tend to go wrap around the crank seal which is just behind the beltsIf you need more clarification please check the attachments and bill I have attached along with it(If you do not have the attachments then check with the Revdex.com representative about itAnd please go through the attachments before commenting further) I got the vehicle inspected and found the cause and changed the part with problemThis is right there in the billI am not a person who will just go randomly to a shop and get the working parts replaced randomlyTo check the wear and tear on the belts you do not have to disassemble the engineAnd when you do not cover them then why do you need to have that as a point in your multipoint inspection and mark that its perfectly good condition instead of reporting it worn out.And why you are obliged to pay me back for these is because if you have done the service rightfully as claimed then this wouldn't have happenedAnd I would suggest go through the attachments before commenting further on thisIt has all the answers and proof necessary.So hence the refund amount is :miles service : $401.88R&R Belt Tensioner : $Labor : $110.00Serpentine Belt : $57.84Crank Seal : $Labor : $189.00Clean Belt Debris : $59.95Taxi Used by me 3*12: $36.00Total Refund:
Regards,
R*** ***

Complaint:
I am rejecting this response because:
If you check the attached pdf, the very first page contains the details of the services that I spoke to the service engineer and he has given the preliminary estimate to me as $Out of this the other than the Check engine light is only complaint I had and rest was the part of service that you provide on your websiteI have attached the screenshot of thatWhich costed $and I was wrong about that claiming $450.And as per your claim that its a multipoint inspection, let me be very clear that it was part of the above checkEven if its a multipoint inspection, on the form present at the page number you have clearly marked it Checked and Marked OK and claiming that my belt which did not undergo any wear and tear till 90K miles and happened to undergo all sorts of wear and tear in the next miles that I have droveIf thats so please that so please comment more on that.And as per your comment that I have rejected to do any repair on the catalyst let me brief you on that too: Please refer page number and Which is dated June just days after the initial diagnosis for the catalyst converterI got that too fixed, and I rejected to do work on that because I had to claim it with my insurance.So the money to be refund by you with detailed split up is as follows:miles service : $401.88R&R Belt Tensioner : $Labor : $110.00Serpentine Belt : $57.84Crank Seal : $Labor : $189.00Clean Belt Debris : $59.95Taxi Used by me 3*12: $36.00Total Refund: 1078.08For all the charges refer the bills attached along with the email
Regards,
R*** ***

It is not possible for us to view any of the attachments that were sent along with Mr. N[redacted]’s last response. However, the main issue of the complaint is not addressed. We have no moral or legal obligation to refund money that was never paid to us, for a repair we did not do, on a vehicle that broke because of a part that we did not inspect on a vehicle that is 30,000 miles out of warranty with the manufacturer. If these facts are not correct then please let us know.
I would also like to reiterate that:
·         It is a timing chain, not a belt.
·         It is not possible for it to have individual threads, chains do not have threads. It cannot be that a thread wrapped around the crank seal as claimed.
·         The chain failure would not be caused by a loose tensioner; it would be caused by a worn tensioner (90,000+ miles).
·         Our free multipoint inspection never has and never will include removing a timing chain cover to inspect a chain or the associated tensioners. It is not customary for any (that we aware of) repair facility to dissemble engine components to inspect internally lubricated parts as a routine part of a complimentary multipoint inspection.
 As it stands right now, with the summary of the circumstances that have been laid out above, we must again respectfully decline Mr. N[redacted]’s request.
Respectfully,
C[redacted]
Dealer Operations Manager
First Automotive Group