National Oilwell

Sir,My Service Manager is not in today, but I will be reviewing this with him tomorrow. I really wish to APOLOGIZE for the level of service you say you received. We strive for excellent customer service, and building a long lasting relationship with our customers. That MUST be the goal...

with every interaction with our customers, who are the only reason we are in business! Clearly, if you feel this way, we failed in that! I do apologize, and only wish to gather the facts from the manager, tomorrow/Thursday, before I issue this refund. To me, based on your email...we need to refund you as you requested. Please give me until 1pm Thursday 8/17, if you do not hear from me...call me at the store, I am in all day. I just want all of the details, from the dealership employees perspective, before making the decision. I believe, we believe as a company, in standing behind our customers, to build a long lasting and healthy business relationship. As I said earlier...it appears in your case here...we failed miserably, and just didn't get the job done to your satisfaction, at all. Again, I wish to try to fix this, to your satisfaction. I look forward to speaking with you tomorrow, and trying as best I can to repair the situation (which I know to you means refund...give me one day please). Thank you Sir.   Christopher E. M[redacted]General Manager

Here is what happened with this customer: After discussing with [redacted] this is a summary of the events. Vehicle purchased on 10/01.  Mid October MV clerk followed up with NMAC for title and realized it was lost.  NMAC advised there is a waiting period before they would apply for...

the title.  In November NMAC applied for the duplicate title and we were advised it takes up to 30 days for this process.  Title was finally received in December, plates completed on 12/29. We have left 2 messages (specifically…Craig V[redacted]/GSM left on this customer’s cell phone yesterday explaining we have the plates and please come get them or at least call us back) for the customer…no response from her yet I’m told. Thanks

This issue has been resolved. I contacted [redacted] last week to go over exactly what happened and explain the confusion. There is an upcharge from the manufacturer for the Pearl White exterior paint of $400. The advertised special that [redacted] contacted us about was on a vehicle with an...

MSRP of $400 less than the car he wanted however it was not explained to him before he came in that the special was not applicable on that particular color. It was an honest mistake by my team and my consultant who initially took the chat conversation online from [redacted] was unaware of the color charge and did not explain that the Pearl White would not qualify for the advertised special. I was able to come to an agreement with [redacted] and he came in on Friday and leased his new Pearl White Altima from us at the same price that was indicated in the advertisement for $219 a month. If you have any other questions regarding this matter, please contact me directly.

[redacted] purchased her vehicle from us on 3/30/13. A few weeks after she had the vehicle towed in due to a battery failure. On 4/17/13 we had installed a brand new battery (can provide repair order if needed) with a six year warranty (one time replacement). I am not sure what the customer is...

referring to when she says "life span of 7 years already" because the battery has never been installed previously and all warranties start from when the battery is first installed, 4/17/13. The customer did not pay for this battery, the dealership paid for it since the vehicle was purchased a few weeks prior. There were no further issues reported by the customer since then. On 3/5/16 the customer brought their vehicle in for a power steering leak. We had advised the customer that the vehicle needs power steering lines and an oil cooler line, the customer authorized said repairs. We had replaced the high and low pressure power steering lines as well as the oil cooler line and can provide the repair order if needed. We recommended other repairs on the vehicle, the customer declined. When the customer called me on 7/5/16 (I think, may have been the 6th) I offered her to bring us the vehicle so that we could inspect it and make sure the repairs that were performed on 3/5/16 were done properly...as well as check the battery since it is still under warranty. The customer declined. We are closed on Sundays and were closed for the holiday on Monday the 4th of July. It is very unfortunate that the customer had an issue with her vehicle and that we were not here to be able to assist her with it. The sales department was open on Monday the 4th but are unable to assist with loaner vehicles or repairs. In regards to the battery, we will gladly replace the customers faulty battery as per the guidelines of the warranty. The warranty, however, does not pay for replacements performed elsewhere. The customer did not actually pay for the battery so there is no refund to speak of. In regards to the repairs performed on 3/5/16, we will gladly inspect the vehicle for repairs performed and go over the parts replaced per the invoice with the customer. The customer did not have her vehicle maintained/serviced at our facility since it was purchased back in 2013.