Customer brought a Nissan Maxima to the dealership for an oil change on August 18, At the time it had miles on it The vehicle was purchased by the customer from a dealer in Texas on July 31, This was the customer’s first visit to our business The customer had purchased a vehicle maintenance contract when the vehicle was purchased This maintenance contract provided for oil changes at an authorized dealership, which we are However, the contract was only for a three year period and expired on August 1, Customer expected us to perform the oil change at no charge Unfortunately we do not own the maintenance contract and do not have the ability to extend the coverage Consequently, we would have received no reimbursement from Nissan or the maintenance contract holder to perform the oil change Feeling bad for the customer, we offered the customer a coupon price of $for the oil change—our lowest price offered to any customer Customer agreed to have us perform the serviceDuring the Multi-Point inspection it was determined that the air filter and cabin filters needed replacement In addition, we discovered that the vehicle’s lower control arms were torn and leaking Further, we found that the rear engine mount needed to be replaced We informed the customer that the vehicle was out of its basic warranty period of years so it would not be covered by Nissan Fortunately the customer purchased a Nissan Security Plus Gold Service contract that covered the components which was still active However, the customer was responsible to pay a deductible in the amount of $for the needed repairsCustomer authorized replacement of the control arms and motor mounts but declined replacement of the cabin and air filters Customer understood the deductible requirement As part of the repair processOur technicians had to test drive the vehicle, hence the additional miles on the odometer As an added benefit, we provided the customer with a loaner vehicle, free of charge, to drive while the vehicle was being repaired We promptly completed the repairs and the vehicle was ready for pick up the next day Customer is under the misperception that Imperio, Nissan and the dealership in Texas are all one big company This is why he doesn’t understand why Imperio didn’t give him a free oil change and waive the deductible The fact that he purchased Nissans from other Nissan dealerships in the past provided Imperio with no financial benefit.Given the foregoing, we do not believe we did anything wrong in this transaction Please do not hesitate to contact me with any questions or concernsSincerely, [redacted] ***,Outside General Counsel [redacted] [redacted] [redacted] [redacted] [redacted] [redacted] *** [redacted] ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint
resolved
This is to inform you that Imperio Nissan, Irvine, CA has reimbursed me the difference in the price initially charged for my car, based on this fact I withdraw my complain against them.*** ***
While we sympathize with the customer's issue, the customer must understand that Imperio Nissan is a an independent dealer for Nissan Motors. We did not manufacture the vehicle nor do we provide the warranty. The complaint should be levied against Nissan North America.
That being said, customer would be well advised to submit a claim with his insurance carrier
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. For your reference, details of the offer I reviewed appear below.
Regards,
[redacted]
Dear Mr. [redacted]:
I will reply to your message with my comments
in blue.
Firstly, I am a female, not a male. “She” is
the appropriate pronoun reference for me.
Customer brought a 2012 Nissan Maxima to the
dealership for an oil change on August 18, 2015. At the time it had
25.052 miles on it. The vehicle was purchased by the customer from a
dealer in Texas on July 31, 2012. This was the customer’s first visit to
our business.
The customer had
purchased a vehicle maintenance contract when the vehicle was
purchased. This maintenance contract provided for oil changes at an
authorized dealership, which we are. However, the contract was only for a
three year period and expired on August 1, 2015. Customer expected us to
perform the oil change at no charge.
There was a gap of
only a little more than two weeks. I had no idea my contract had lapsed.
Certainly if I had known that my contract had expired, I would have never come
to your dealership in the first place. I had used only three of my six oil
changes I had purchased back in 2012. If you were truly interested in getting
and keeping a new customer, you would have found a way to work around this.
During the Multi-Point
inspection it was determined that the air filter and cabin filters needed
replacement. In addition, we discovered that the vehicle’s lower control
arms were torn and leaking. Further, we found that the rear engine mount
needed to be replaced.
Why did you not
tell me this in the first place? Why was I told my air filters should be
replaced, and then when I refused, some sort of magical problem with the car
came about that made it dangerous to drive? The auto inspection report itself
contradicts your claim. These two points were marked as “satisfactory/ok.” Then,
these items were scratched out and the boxes for “Immediate action required”
were marked.
Customer is under the
misperception that Imperio, Nissan and the dealership in Texas are all one big
company. This is why he doesn’t understand why Imperio didn’t give him a
free oil change and waive the deductible.
I
am absolutely not under this misperception. I fully understand the concept of
being a franchise. (I have a Ph.D., so I am a mildly intelligent person).
However do know full well that you represent your brand. And you certainly *are* responsible for the service you provide.
You are a reflection on your brand, of which I have been a loyal customer since
1997.
The
fact that he purchased 5 Nissans from other Nissan dealerships in the past
provided Imperio with no financial benefit. Right. This is exactly the point. Because I had not purchased
the vehicle from you, and therefore not made you any money, you had to find a
way to manipulate the situation to gouge me for any amount you could dream up. This
is why your mechanics mysteriously found some disastrous problem --- which
should have been included in a recall --- if it were valid.
You
just proved my point.
Given the foregoing,
we do not believe we did anything wrong in this transaction.
Of
course you don’t. Yet throughout your response you still do not address the major point in my complaint, which is why two points
of the were marked as “satisfactory/ok,” during the initial inspection, but were
later scratched out and cited as needing immediate attention. Why is this? No
explanation was ever given in your response.
You can rest assured that I will never darken
your door again.
[redacted]
Customer brought a 2012 Nissan Maxima to the dealership for an oil change on August 18, 2015. At the time it had 25.052 miles on it. The vehicle was purchased by the customer from a dealer in Texas on July 31, 2012. This was the customer’s first visit to our...
business. The customer had purchased a vehicle maintenance contract when the vehicle was purchased. This maintenance contract provided for oil changes at an authorized dealership, which we are. However, the contract was only for a three year period and expired on August 1, 2015. Customer expected us to perform the oil change at no charge. Unfortunately we do not own the maintenance contract and do not have the ability to extend the coverage. Consequently, we would have received no reimbursement from Nissan or the maintenance contract holder to perform the oil change. Feeling bad for the customer, we offered the customer a coupon price of $24.95 for the oil change—our lowest price offered to any customer. Customer agreed to have us perform the service. During the Multi-Point inspection it was determined that the air filter and cabin filters needed replacement. In addition, we discovered that the vehicle’s lower control arms were torn and leaking. Further, we found that the rear engine mount needed to be replaced. We informed the customer that the vehicle was out of its basic warranty period of 3 years so it would not be covered by Nissan. Fortunately the customer purchased a Nissan Security Plus Gold Service contract that covered the components which was still active. However, the customer was responsible to pay a deductible in the amount of $100 for the needed repairs. Customer authorized replacement of the control arms and motor mounts but declined replacement of the cabin and air filters. Customer understood the deductible requirement. As part of the repair process. Our technicians had to test drive the vehicle, hence the additional 3 miles on the odometer. As an added benefit, we provided the customer with a loaner vehicle, free of charge, to drive while the vehicle was being repaired. We promptly completed the repairs and the vehicle was ready for pick up the next day. Customer is under the misperception that Imperio, Nissan and the dealership in Texas are all one big company. This is why he doesn’t understand why Imperio didn’t give him a free oil change and waive the deductible. The fact that he purchased 5 Nissans from other Nissan dealerships in the past provided Imperio with no financial benefit.Given the foregoing, we do not believe we did anything wrong in this transaction. Please do not hesitate to contact me with any questions or concerns. Sincerely, [redacted]. [redacted],Outside General Counsel [redacted]
[redacted] [redacted]
[redacted] [redacted]
[redacted] [redacted]
[redacted]
[redacted]
Customer brought a 2012 Nissan Maxima to the dealership for an oil change on August 18, 2015. At the time it had 25.052 miles on it. The vehicle was purchased by the customer from a dealer in Texas on July 31, 2012. This was the customer’s first visit to our business. The customer had purchased a vehicle maintenance contract when the vehicle was purchased. This maintenance contract provided for oil changes at an authorized dealership, which we are. However, the contract was only for a three year period and expired on August 1, 2015. Customer expected us to perform the oil change at no charge. Unfortunately we do not own the maintenance contract and do not have the ability to extend the coverage. Consequently, we would have received no reimbursement from Nissan or the maintenance contract holder to perform the oil change. Feeling bad for the customer, we offered the customer a coupon price of $24.95 for the oil change—our lowest price offered to any customer. Customer agreed to have us perform the service. During the Multi-Point inspection it was determined that the air filter and cabin filters needed replacement. In addition, we discovered that the vehicle’s lower control arms were torn and leaking. Further, we found that the rear engine mount needed to be replaced. We informed the customer that the vehicle was out of its basic warranty period of 3 years so it would not be covered by Nissan. Fortunately the customer purchased a Nissan Security Plus Gold Service contract that covered the components which was still active. However, the customer was responsible to pay a deductible in the amount of $100 for the needed repairs. Customer authorized replacement of the control arms and motor mounts but declined replacement of the cabin and air filters. Customer understood the deductible requirement. As part of the repair process. Our technicians had to test drive the vehicle, hence the additional 3 miles on the odometer. As an added benefit, we provided the customer with a loaner vehicle, free of charge, to drive while the vehicle was being repaired. We promptly completed the repairs and the vehicle was ready for pick up the next day. Customer is under the misperception that Imperio, Nissan and the dealership in Texas are all one big company. This is why he doesn’t understand why Imperio didn’t give him a free oil change and waive the deductible. The fact that he purchased 5 Nissans from other Nissan dealerships in the past provided Imperio with no financial benefit.Given the foregoing, we do not believe we did anything wrong in this transaction. Please do not hesitate to contact me with any questions or concerns. Sincerely, [redacted],Outside General Counsel [redacted] [redacted] [redacted]
[redacted] [redacted]
[redacted]
Customer brought a Nissan Maxima to the dealership for an oil change on August 18, At the time it had miles on it The vehicle was purchased by the customer from a dealer in Texas on July 31, This was the customer’s first visit to our business The customer had purchased a vehicle maintenance contract when the vehicle was purchased This maintenance contract provided for oil changes at an authorized dealership, which we are However, the contract was only for a three year period and expired on August 1, Customer expected us to perform the oil change at no charge Unfortunately we do not own the maintenance contract and do not have the ability to extend the coverage Consequently, we would have received no reimbursement from Nissan or the maintenance contract holder to perform the oil change Feeling bad for the customer, we offered the customer a coupon price of $for the oil change—our lowest price offered to any customer Customer agreed to have us perform the serviceDuring the Multi-Point inspection it was determined that the air filter and cabin filters needed replacement In addition, we discovered that the vehicle’s lower control arms were torn and leaking Further, we found that the rear engine mount needed to be replaced We informed the customer that the vehicle was out of its basic warranty period of years so it would not be covered by Nissan Fortunately the customer purchased a Nissan Security Plus Gold Service contract that covered the components which was still active However, the customer was responsible to pay a deductible in the amount of $for the needed repairsCustomer authorized replacement of the control arms and motor mounts but declined replacement of the cabin and air filters Customer understood the deductible requirement As part of the repair processOur technicians had to test drive the vehicle, hence the additional miles on the odometer As an added benefit, we provided the customer with a loaner vehicle, free of charge, to drive while the vehicle was being repaired We promptly completed the repairs and the vehicle was ready for pick up the next day Customer is under the misperception that Imperio, Nissan and the dealership in Texas are all one big company This is why he doesn’t understand why Imperio didn’t give him a free oil change and waive the deductible The fact that he purchased Nissans from other Nissan dealerships in the past provided Imperio with no financial benefit.Given the foregoing, we do not believe we did anything wrong in this transaction Please do not hesitate to contact me with any questions or concernsSincerely, [redacted] ***,Outside General Counsel [redacted] [redacted] [redacted] [redacted] [redacted] [redacted] *** [redacted] ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint
resolved
This is to inform you that Imperio Nissan, Irvine, CA has reimbursed me the difference in the price initially charged for my car, based on this fact I withdraw my complain against them.*** ***
While we sympathize with the customer's issue, the customer must understand that Imperio Nissan is a an independent dealer for Nissan Motors. We did not manufacture the vehicle nor do we provide the warranty. The complaint should be levied against Nissan North America.
That being said, customer would be well advised to submit a claim with his insurance carrier
We received the new registration and plates today. We are contacting customer to arrange pickup
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. For your reference, details of the offer I reviewed appear below.
Regards,
[redacted]
Dear Mr. [redacted]:
I will reply to your message with my comments
in blue.
Firstly, I am a female, not a male. “She” is
the appropriate pronoun reference for me.
Customer brought a 2012 Nissan Maxima to the
dealership for an oil change on August 18, 2015. At the time it had
25.052 miles on it. The vehicle was purchased by the customer from a
dealer in Texas on July 31, 2012. This was the customer’s first visit to
our business.
The customer had
purchased a vehicle maintenance contract when the vehicle was
purchased. This maintenance contract provided for oil changes at an
authorized dealership, which we are. However, the contract was only for a
three year period and expired on August 1, 2015. Customer expected us to
perform the oil change at no charge.
There was a gap of
only a little more than two weeks. I had no idea my contract had lapsed.
Certainly if I had known that my contract had expired, I would have never come
to your dealership in the first place. I had used only three of my six oil
changes I had purchased back in 2012. If you were truly interested in getting
and keeping a new customer, you would have found a way to work around this.
During the Multi-Point
inspection it was determined that the air filter and cabin filters needed
replacement. In addition, we discovered that the vehicle’s lower control
arms were torn and leaking. Further, we found that the rear engine mount
needed to be replaced.
Why did you not
tell me this in the first place? Why was I told my air filters should be
replaced, and then when I refused, some sort of magical problem with the car
came about that made it dangerous to drive? The auto inspection report itself
contradicts your claim. These two points were marked as “satisfactory/ok.” Then,
these items were scratched out and the boxes for “Immediate action required”
were marked.
Customer is under the
misperception that Imperio, Nissan and the dealership in Texas are all one big
company. This is why he doesn’t understand why Imperio didn’t give him a
free oil change and waive the deductible.
I
am absolutely not under this misperception. I fully understand the concept of
being a franchise. (I have a Ph.D., so I am a mildly intelligent person).
However do know full well that you represent your brand. And you certainly *are* responsible for the service you provide.
You are a reflection on your brand, of which I have been a loyal customer since
1997.
The
fact that he purchased 5 Nissans from other Nissan dealerships in the past
provided Imperio with no financial benefit. Right. This is exactly the point. Because I had not purchased
the vehicle from you, and therefore not made you any money, you had to find a
way to manipulate the situation to gouge me for any amount you could dream up. This
is why your mechanics mysteriously found some disastrous problem --- which
should have been included in a recall --- if it were valid.
You
just proved my point.
Given the foregoing,
we do not believe we did anything wrong in this transaction.
Of
course you don’t. Yet throughout your response you still do not address the major point in my complaint, which is why two points
of the were marked as “satisfactory/ok,” during the initial inspection, but were
later scratched out and cited as needing immediate attention. Why is this? No
explanation was ever given in your response.
You can rest assured that I will never darken
your door again.
[redacted]
Customer brought a 2012 Nissan Maxima to the dealership for an oil change on August 18, 2015. At the time it had 25.052 miles on it. The vehicle was purchased by the customer from a dealer in Texas on July 31, 2012. This was the customer’s first visit to our...
business. The customer had purchased a vehicle maintenance contract when the vehicle was purchased. This maintenance contract provided for oil changes at an authorized dealership, which we are. However, the contract was only for a three year period and expired on August 1, 2015. Customer expected us to perform the oil change at no charge. Unfortunately we do not own the maintenance contract and do not have the ability to extend the coverage. Consequently, we would have received no reimbursement from Nissan or the maintenance contract holder to perform the oil change. Feeling bad for the customer, we offered the customer a coupon price of $24.95 for the oil change—our lowest price offered to any customer. Customer agreed to have us perform the service. During the Multi-Point inspection it was determined that the air filter and cabin filters needed replacement. In addition, we discovered that the vehicle’s lower control arms were torn and leaking. Further, we found that the rear engine mount needed to be replaced. We informed the customer that the vehicle was out of its basic warranty period of 3 years so it would not be covered by Nissan. Fortunately the customer purchased a Nissan Security Plus Gold Service contract that covered the components which was still active. However, the customer was responsible to pay a deductible in the amount of $100 for the needed repairs. Customer authorized replacement of the control arms and motor mounts but declined replacement of the cabin and air filters. Customer understood the deductible requirement. As part of the repair process. Our technicians had to test drive the vehicle, hence the additional 3 miles on the odometer. As an added benefit, we provided the customer with a loaner vehicle, free of charge, to drive while the vehicle was being repaired. We promptly completed the repairs and the vehicle was ready for pick up the next day. Customer is under the misperception that Imperio, Nissan and the dealership in Texas are all one big company. This is why he doesn’t understand why Imperio didn’t give him a free oil change and waive the deductible. The fact that he purchased 5 Nissans from other Nissan dealerships in the past provided Imperio with no financial benefit.Given the foregoing, we do not believe we did anything wrong in this transaction. Please do not hesitate to contact me with any questions or concerns. Sincerely, [redacted]. [redacted],Outside General Counsel [redacted]
[redacted] [redacted]
[redacted] [redacted]
[redacted] [redacted]
[redacted]
[redacted]
Customer brought a 2012 Nissan Maxima to the dealership for an oil change on August 18, 2015. At the time it had 25.052 miles on it. The vehicle was purchased by the customer from a dealer in Texas on July 31, 2012. This was the customer’s first visit to our business. The customer had purchased a vehicle maintenance contract when the vehicle was purchased. This maintenance contract provided for oil changes at an authorized dealership, which we are. However, the contract was only for a three year period and expired on August 1, 2015. Customer expected us to perform the oil change at no charge. Unfortunately we do not own the maintenance contract and do not have the ability to extend the coverage. Consequently, we would have received no reimbursement from Nissan or the maintenance contract holder to perform the oil change. Feeling bad for the customer, we offered the customer a coupon price of $24.95 for the oil change—our lowest price offered to any customer. Customer agreed to have us perform the service. During the Multi-Point inspection it was determined that the air filter and cabin filters needed replacement. In addition, we discovered that the vehicle’s lower control arms were torn and leaking. Further, we found that the rear engine mount needed to be replaced. We informed the customer that the vehicle was out of its basic warranty period of 3 years so it would not be covered by Nissan. Fortunately the customer purchased a Nissan Security Plus Gold Service contract that covered the components which was still active. However, the customer was responsible to pay a deductible in the amount of $100 for the needed repairs. Customer authorized replacement of the control arms and motor mounts but declined replacement of the cabin and air filters. Customer understood the deductible requirement. As part of the repair process. Our technicians had to test drive the vehicle, hence the additional 3 miles on the odometer. As an added benefit, we provided the customer with a loaner vehicle, free of charge, to drive while the vehicle was being repaired. We promptly completed the repairs and the vehicle was ready for pick up the next day. Customer is under the misperception that Imperio, Nissan and the dealership in Texas are all one big company. This is why he doesn’t understand why Imperio didn’t give him a free oil change and waive the deductible. The fact that he purchased 5 Nissans from other Nissan dealerships in the past provided Imperio with no financial benefit.Given the foregoing, we do not believe we did anything wrong in this transaction. Please do not hesitate to contact me with any questions or concerns. Sincerely, [redacted],Outside General Counsel [redacted] [redacted] [redacted]
[redacted] [redacted]
[redacted]