Nissan of Richmond

Clara, we're looking forward to seeing you at your upcoming service visit at Nissan of Richmond. Our expert technicians know your Sentra best, so you can count on us to deliver the service your Nissan vehicle needs.
NO... I CAN'T COUNT ON YOU!
Since, no one would speak about my experience, nor did I "NOT" receive a survey to complete about my experience. I thought that I would send this notice to you by fax/email to express the way I was treated right there in your dealership.  Because I would hate to believe that how I was treated AND DISRESPECTED AND SPOKE UNKINDLY TO Is "allowed" in your establishment.  

I arrived there on 1/24/22 by 8am . Phil said GM and I told him that I was there for my 5,000 miles. He began to write me up, then he said that it was going to cost me about $110 today and I said why I have coverage for my maintenance.  He went to tell me how they don’t honor warranties any more and that it’s not indicated on file, etc. I assured him that I have never paid because when I was there early summer for my last service I did not, he looked it up to find that I was there June 5th (I believe that was the date) he said you paid then, I said no I did not, he said “yes you did and if you didn’t somebody didn’t do there job and that won’t happen today... because they stopped it back in 2018 and then walked away from me standing at the counter.  I then asked the female service person, what does that mean, am I done yet, do I go to the waiting area, etc. she said I don’t know what he is doing.  So, he came back to the counter and I asked him if that is all, do I go to the waiting area, etc. he said yes.  Then  he sat down in his chair and I proceeded to the waiting room.  Shortly, Phil came out and spoke to me very briefly telling me that the best he could do is rotate the tires for me and take that off, but that was all he could do.
I then went to contact the dealership that I purchased the car from in Orlando, he looked up my file and told me that yes I still had coverage. He gave me the information to contact Pro Tec which I did. I explained the problem and he reassured me again that I had coverage and I could just let him speak with someone at the service desk and/or have them call them to get it settled by credit card over the phone. I went back to the service desk, when I got there he was standing there with someone else, I waited, explained to him about the Pro Tec rep that I had on the phone I put it on speaker, he again went to telling me that I was still going to have to pay they don’t take the coverage, very loudly to me, while the other service people watched (3) without saying a word.  He asked me the name of the company and the service person said the name, Phil begin to speak about how he had never heard of the company before and unless they was going to pay with a credit over the phone that it was nothing for him to talk with the rep about.  He then walked away again and the rep began to speak with him and I said he walked away, he said what even he was shocked that he walked away. I explained to the rep that this is how I had been treated since I’ve been there.  He then comes back to the counter and he starts out again and I told him but you haven't even given him a chance to explain to you.  The rep again said to him I just need to get some information from you, again he went on to say what was NOT going to happen. The rep again asked him the name of the dealership, the rep verified the address, etc. he confirmed.  
The rep then began to asked Phil questions about what I was having done, getting the prices, etc. he answered him very short, so short that he had him to repeat his email several times, until he asked for their fax number he said that they didn’t have a fax number he then asked for his email address and provided him the authorization code number and told him that he would receive a email within the next 30 minutes and that I was all set.  He hung up, he walked away from me again standing at the counter and he came back, I asked them again if there was anything else he needed from me they didn't say anything and he then came back and I asked him again is that all sir, do need thing else from me and he said no.  
I proceeded to the customer service counter where I met “Paula Quick '' she introduced herself to me and explained that she was the “Owner Loyalty Manager” and with all that was going on at the front desk.  She assured me that if I give her a few minutes that she would get the service manager (Chandra) to come out and speak with me, which she did. I proceeded to just go back over to the table and the chairs in the showroom area, she came back to let me know that she was busy but give her a few minutes, etc. I agreed to wait, she came again to let me know that she was waiting for email confirmation/approval. I can't remember the word she used, but I am sure she was speaking about the approval email from ProTec.  Shortly after Phil came over to me and said you all set as he tossed me my paperwork) and they are bringing your car around to the front. It was so unlike the service that I had witnessed at this dealership. No apology of what "HE" had taken me through earlier, now that I am leaving the dealership again paying not a penny due to the coverage that he told me that I did not have and was not honored by your dealership.  Just a simple acknowledgement would have eliminated this email for sure.He walked away from me without going over the service paperwork that I had received. My other visits they would go over the printout, etc. no not him. He didn’t ask me if I had any questions, etc. 
When he walked away, I turned and looked at Ms. Paula who was also able to witness what had happened and when I spoke with her she immediately apologized for what she had just witnessed, assured me that this doesn't represent the dealership, etc. and was going to check to see when the service manager could come out and speak with me.  I asked her then if there was anyone else that I could speak with she said no because each dept had their own manager.  I agreed to wait for her, but had to get to work.  I proceeded back to the counter with Ms. Paula explaining I had to get to work, she confirmed my phone number and apologized again to me for what I had experienced and assured me that Chandra would give me a call. I asked her what time she got off, she said service closes at 5pm. I left hoping that I would receive a call that someone would care enough to hear what I had to say.   
After I got off @ 4:30 pm with still  no call, I called the dealership, and finally got Chandra (service manager) on the phone. Now it’s about 4:50’s right before 5pm.  I told her who I was and said that I was hoping to have heard from her but I didn’t so I was calling you back. She began very rudely stating to me that it’s been a busy day, that the day is not over yet and that someone was going to call me back, etd. And I said well mam let me hang up because you are being very hostal and I will just call back and speak with someone else and take this matter to higher place and have a good day. Because she knew who I was and from what she heard from Ms. Paula because I could her her speaking with someone on the phone about what was going on, which I believe it was her. Because when I said who I was that when she said yes and talking about her day, etc. which has nothing to do about me and how I was treated.  No acknowledgement, no I'm sorry, how can I help you, NOTHING>>> So, again hoping to just be heard about how I was treated it was obvious that she did NOT care either. 
So, I called back and spoke back to Ms. Paula for more kind words and told her what happened, we got disconnected. I called her back and we ended with a thank you and she offered to contact the service manager again.  I told her what I just happened again apologizing, thank you Ms. Paula. 
When I came to Richmond, people told me DON"T go there because of what I witnessed first hand myself.  But hat I find strange about this entire process and my visit, that was different from my other visits: 
1st: NEVER have I been in your dealership while getting my car service, that I didn’t get a call from a salesperson telling me about my options for a new vehicle, even the service people usually let you know to look for a call. But not a word through my entire visit.

2nd – NEVER have I ever had my car serviced there and DID NOT receive a survey of my experience as of today, I still haven’t received a survey.  So, when I get good service, they blow your email up with the survey, they even send you a reminder by text and email encouraging you to take a few minutes to share your experience NOT yet and it’s 2-3 days later. I wondered why? 
This is all that I have received from your dealership, Don't forget your Sentra is due for service soonInbox Nissan of Richmond  UnsubscribeTue, Jan 25, 3:45 PM (2 days ago) to me

the only email I received was reminding me of my service coming up a day after I was there. Wow..so a reminder, no call from the salesperson during my visit, no survey by email and/or by text, and this reminder what my service noted/recorded?     

I am not looking for you to do anything, because just from what I encountered, what I was told by my sorority sisters, the look on the service people faces when he was talking with me and even when I got to the customer service counter NOBODY seemed to be surprised about his behavior which lets me know that he does that all the time AND NOBODY SEEMS TO CARE!  So, the purpose of this email is to have it noted somewhere that MAYBE someone will care enough to make sure that this doesn't happen to anyone else at Richmond Nissan. 

[A default letter is provided here which indicates your acceptance of the business's offer If you wish, you may update it before sending it.] Revdex.com: I have reviewed the offer made by the business in reference to complaint ID [redacted] , and find that this resolution would be satisfactory to meI will wait for the business to perform this action and, if it does, will consider this complaint resolvedIf the company does not perform as promised I can get back to you at: [redacted] Regards, [redacted] ***

In response to your complaint The reason for the declined credit application was due to your current credit situationThe bank was not informed of your current status nor did you have a letter from the court allowing you to purchase a new vehicleWe can look into financingwhen your status has been dischargedRegards Geoff S***

Revdex.com: I have reviewed the offer and/or 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 [Provide details of why you are not satisfied with this resolution.] Regards, [redacted]

Revdex.com: I have reviewed the offer and/or 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 [Provide details of why you are not satisfied with this resolution.] Regards, [redacted] You people did not try to work with meYour TEMPORARY GM refused to work with ME! He refused to listen to the story of what happened and he told me, “I do not have to clean up any mess that happened before I got here.” Stop your liesBut I have my attorney involved and I will be suing

In response; I have read your service file and I see the repair to be completed and that we did look at your vehicle again without seeing an issueThis is when Kevin recommended a complete cluster if that would ease your doubt in the accuracy of the gaugeYou declined Your vehicle has over 200,miles and there could be deposits in your tank or a complete fuel system flush may be needed as wellThese are suggestions to eliminate your doubt in the accuracy of the readingsAt this time I don't see a refund as we fixed the gauge, your check engine light as well as a new gas cap We will be happy to provide a 50% off for a fuel system flushBest Geoff S***

Becky called from the business stated that a check in the amount of $ [redacted] was mailed out on November 27,

In response to the complaint We will refund the $and cancel the policy at your request Regards Geoff S***

Please accept my sincere apology for the difficulties you have had with your vehicle service Unfortunately, Nissan of Richmond purchased, what was [redacted] on January 13, [redacted] purchased the dealership from [redacted] back in We have no connection or relationship with [redacted] With this being said, please feel free to contact me I will be happy to change your oil, and inspect your vehicle at no cost to you Again, I apologize for any confusion concerning this matter We appreciate the opportunity to serve you [redacted]

The right hand don't know what the left hand is doing at this dealershipThe customer service is fair because some of the staff is incompetent and some are unknowledgeableThey sell products/services/warranties that the staff isn't trained on or know who to contact to get things in motionI guess when they offer you additional products they hope you won't use them and when you do they give you the run around and don't stand behind what they are selling through a 3rd partyNissan has left a bitter taste in my mouth and it would be the last place I purchase a car from in the futureI don't recommend anyone doing business with them unless you enjoy having a headache and going back/forth with ignorant peopleFYI, everything is good up until purchaseThe headache comes after you have to make a service appointmentI wouldn't buy extra packages, warranties because you go through too much to use them and they don't stand behind them

Mike C [redacted] called from the business he stated the car was returned on February 12, and the daughter was spoken to about the vehicle being wreckedShe informed Mike that she had re-ended another vehicle and never reported the accidentThe damage done to the vehicle is going to cost over $ [redacted] to fix it ( new bumper skin, replace the packaging behind the bumper, and painting the new bumper)The daughter informed Mike that she was going to pay for the repairs of the vehicle when they had spokenMike stated that if the repairs on the car are paid for by the consumer he will issues the $ [redacted] back to themIf the repairs aren't paid for by the consumer then he will be keeping the $ [redacted] to help pay to repair the damage done to the carMike stated that they are a 3rd party when it comes to financing and under certain circumstances the financing was denied

Re: Complaint ID # [redacted] We shipped the headphones, remote control for DVD players and mats for both front and 2nd row to Mr [redacted] *** We have receipts for all items promised and shipped.We do apologize as there was a delay in parts being shipped to us We did ship immediately to Mr [redacted] upon receipt.Should you have any questions, please feel free to contact myself or Michael R [redacted] at [redacted] Best regards,Geoff S*General ManagerNissan of Richmond(***) ***-***

In response;I have read your service file and I see the repair to be completed and that we did look at your vehicle again without seeing an issueThis is when Kevin recommended a complete cluster if that would ease your doubt in the accuracy of the gaugeYou declinedYour vehicle has over 200, miles and there could be deposits in your tank or a complete fuel system flush may be needed as wellThese are suggestions to eliminate your doubt in the accuracy of the readingsAt this time I don't see a refund as we fixed the gauge, your check engine light as well as a new gas cap We will be happy to provide a 50% off for a fuel system flush.Best Geoff S***

Please find the attachment for case # [redacted] for [redacted] ***lThe car that he traded in ( [redacted] VIN # [redacted] ) was paid and there was no money owedWe paid [redacted] $ [redacted] on 12/27/with check # ***I also spoke with Mr [redacted] today in this regardWe do not owe Mr [redacted] any money, therefore please close the case after your reviewThank you again Regards,Margaret G [redacted]

Revdex.com: I have reviewed the offer and/or 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 [Provide details of why you are not satisfied with this resolution.] Regards, [redacted] There is plenty they did wrong and that is an absolute lie we never checked around to other places because my husband had a Nissan that had been very good and dependable so he wanted to go there first to see what they could offer we never went to any other dealership whatsoever and when we did try to leave they tried to convince us to take the car with us without giving us any time to ourselves to think about it But that's beside the point my biggest issue is the loan we told them from the very gwe wanted it on the 28th or 29th of the month we did not want it on the 13th I have attached text messages from their finance lady proving that she did not go back in and fix it and and that no we never wanted it on the 13th it was always the 28th or 29th

[A default letter is provided here which indicates your acceptance of the business's offer If you wish, you may update it before sending it.] Better Business Bureau: I have reviewed the offer made by the business in reference to complaint ID [redacted] , and find that this resolution would be satisfactory to meI will wait for the business to perform this action and, if it does, will consider this complaint resolvedIf the company does not perform as promised I can get back to you at: [redacted] Regards, [redacted] The customer will accept this offer

In response to your complaint [redacted] you are correct we have sent text back and forth with your last text asking "who is this"My response was Geoff S [redacted] the person you sent the text toWe scheduled a day to get your wheel fixed and you sent a text that you could not make the appointmentand we needed to rescheduleI have not heard from you nor would I ignore you, you have my personal cell number.When would you like to try again to get your rim fixed?RegardsGeoff S***

Revdex.com: I have reviewed the offer and/or 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 [Provide details of why you are not satisfied with this resolution.]Check never received, its been a weekthey have also not paid off the loan on car I traded in weeks agoNext step is to file legal complaint with State of Virginia Regards, [redacted]

[redacted] , in December of 2013, you purchased your vehicle fromwhat was then, [redacted] Nissan We purchased this dealership from [redacted] on January 13, Although your issue is not with our company, I would be happy to treat your vehicle with the interior and exterior protection at no charge to you Your extended warranty is also cancellable Feel free to call me if I can be of further assistance [redacted] General Manager [redacted]

Re: Complaint ID # [redacted] We shipped the headphones, remote control for DVD players and mats for both front and 2nd row to Mr [redacted] *** We have receipts for all items promised and shipped.We do apologize as there was a delay in parts being shipped to us We did ship immediately to MrSmith upon receipt.Should you have any questions, please feel free to contact myself or Michael R [redacted] at [redacted] Best regards,Geoff S*General ManagerNissan of Richmond(804) 346-