Nissan of Richmond

In response to complaint ***
We are very sorry that the 0% option was not available however the $rebate and the $additional discount totaling $11,off was applied to lower your paymentWhile it took time to get the approval for you to be able to lower your monthly
payment while upgrading vehicles we should have communicated the difficulties we experienced howeverwe do not want to cause you, the buyer any additional stressThe vehicle traded was paid off and your credit dips when you make a large purchaseThe score will rise as you start paying on the loanRegards
Geoff S***

In response to complaint ***We are very sorry that the 0% option was not available however the $rebate and the $additional discount totaling $11,off was applied to lower your payment.While it took time to get the approval for you to be able to lower your monthly payment while
upgrading vehicles we should have communicated the difficulties we experienced howeverwe do not want to cause you, the buyer any additional stress.The vehicle traded was paid off and your credit dips when you make a large purchaseThe score will rise as you start paying on the loan.RegardsGeoff S***

2nd follow up on the above case.Ms*** *** arrived at our dealership on Saturday afternoon. She arrived with train and we haveShe spent the exact amount she had on the check to purchase her *** ***.I took the opportunity to meet with her and asking how was everything with the purchase and if she like the ***.She was very happy, smiling and told me she loves her *** very much and that she was glad she came back to see us.She also thanked me for helping her and to pointing her to the right direction to get her car. For the above reason(s) please closed this case.If you need anything else please let me know. Thank you. Regards Margaret G***Nissan of Richmond

In response to your complaint; There is 0% available however you chose to finance outside of NMAC and elected the $rebate as cash backThis is one or the other not bothThe rebate is paid to you from *** directly, this was another concern of yours. Finally the gap for
"free". When you agreed to payments with your sales consultant ($down, $x 84months) there was no mention of gap for freeor writtenWhen you met the business manager you did sign two forms accepting gap coverage with an increase in payments to $x monthsThe increase in payments are a result of the gap coverage at $358. I will send copies of the above mentioned forms

Revdex.com:
I have reviewed the offer and/or response made by the business in reference to complaint ID ***, 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.] *** their General Sales Manager did reach out to meWe had a good discussion but I want to make sure to document several important followup items that he and I discussedI think it's important for the Revdex.com to know Nissan of Richmond's business practices and for consumers to be aware of what they are buying when they do business with them.Here are the two main points that need to be clarifiedWe did discuss the lack of clear pricing on their vehicles on their website and that their advertised price is not the actual price of the vehicleHe said that his website pages should be clearer and that for some reason there were inconsistencies of how rebate pricing for financed vehicles is presented on different pagesHe did acknowledge this is an error and would have it fixedI suggested in an effort to be a more transparent, list the actual price of the vehicle and then each markdown with a final advertised price. The fee that I thought was Gap insurance in my original complaint was not accurately described to me by sales staffThis is the source of training that he was speaking aboutHis response does not go far enoughThis fee is put on every car by the owners of Nissan of Richmond as well as every car the owners sell through their other dealerships*** mentioned that every car has this "Total Loss Protection" feeIt's a marketing tactic that if a car is ever stolen or deemed a total loss they would pay $for a consumer who buys their replacement car from themPerhaps some consumers may find this valuable, I view it as a tactic for me lose choice if ever having to shop, price, and buy a replacement vehicleAnd I should have a choice to have this fee removed or the price of the vehicle lowered to eliminate the fee*** explained they are not permitted to remove the fee since that would be deemed discriminatory A better approach would be for them to offer it as an option to buyers and not force this fee on consumersIf they cannot remove the fee, then at the very least this needs to be clearly identified in their pricing which it is notIt is hidden on a line item called "Tag Fee Est"The fact it's hidden and lumped in with state vehicle tag fees, and not clearly stated as separate line item is deceptive(Please see *** image for the vehicle quote) The lack of clear pricing for consumer and this hidden fee are the two the main sources of my complaint. Thank you for your assistance in this matter and please contact me for any further information you need
Regards,
*** ***

Mr*** from the business reached out to Revdex.com regarding this complaintHe has provided the customers documentation that shows the $1,000
arial, sans-serif">rebate that she was given was the maximum available from Nissan, it also shows where she signed the documents for the extended warranty

Revdex.com:
I have reviewed the offer and/or response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.That is not correct I have the second contract that I personally signed on october 21st, and the issue is that the office was not ethical and upfront to advise me there was a funding issue because I would have continued to make my paymentsYou can still advise Henrico of the issue and see if they will correct this but the dates you have listed was not true
Regards,
*** ***

Revdex.com Claim # *** / Re: *** ***We apologize for any inconvenience Ms*** experienced. Below are the correct phone numbers; We have provided all service advisors the same contact informationSecurity Plus Ultimate Platinum Protection Plan is to be
contacted first at (888) ***:Press for Tire/Wheel repair and Key replacementPress for Dents and Windshield repairPress for General Customer Service as well as Towing and/or Rental reimbursementAuto Armor for exterior paint and interior protection, the phone number is (800) ***.Also to remedy the inconvenience, we would like to offer our dent company to go to Ms*** home or place of work to fix any dents so that she does not have to drive to our dealership if that is more convenientPlease feel free to contact our General Sales Manager, Eun S*** directly at (804) *** ext ***. Thank you for your assistance with this matter.Sincerely, Geoff S*General Manager

Revdex.com:
I have reviewed the offer and/or response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
I have been to the DMV on three occasions and have checked my account on the DMV website daily. The vehicle title information has not been entered into the DMV database and I cannot be issued license plates until the dealer does their job (what they were paid to do). Does the dealer even have title to the vehicle? I purchased the vehicle on 5-31-17, and days later still cannot register the vehicle. Regarding new temporary tags, they can be mailed to my address
Regards,
*** ***

The morning of June 14Th, Our software that places the pre owned inventory online including pictures and prices (***)">automatically priced units in stock at a 12,discountThis was brought to our attention by a customer as we had a car with $price online.This was corrected as well as the additional vehicles affected by the software pricing.Mr.*** called as he was either out of the Country or State, Ryan our sales staff that answered the call can not recall, and wants to pay for a *** truck over the phone.Ryan informs Mr*** of the software issue as not every vehicle was affected as he can see another truck similar to the car in question was also listed for $35,314.Mr*** was reminded of the disclaimer on the bottom of the description the reads as follows; Dealer reserves the right to refuse any sale due to pricing errors and will not beheld responsible for any errors resulting from typos, inaccurate detail information or technical mistakesWe reserve the right to correct any pricing errors at anytime.I hope this email will close this complaint as this was a technical error and not a misleading listing.I will also fax the listing with the disclaimer to your office.Best regards

Revdex.com:
I have reviewed the offer and/or response made by the business in reference to complaint ID ***, 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.]The complaint had nothing to do with the paint finishThe complaint was specifically the right rear bumper panel, which was damaged before my purchase, and to AGAIN describe the damage ; THE REAR LOWER BUMPER PANEL OUT ABOUT 1/IN , WHICH THE SALESMAN LATER IDENTIFIED AS HAVING THE CLIPS BROKEN OFF AS A RESULT OF AN IMPACTThis damage had to be acknowledged and aware of when it was purchased from another dealer, and sold it without telling the consumer of the evident problemIn addition management also knew of the misalignment of the right rear fender with the trunk, and said nothingI did not mention anything about warranty, but I do expect repair or compensation for the above problems as detailed
Regards,
*** ***

Good morning Ms. [redacted], Thank you for the reminder.  I apologized for the delay in letting you know.  We are currently working with the customer to see the best solutions for the customer.  I will definitely let you know the result for this matter.Please do not hesitate to...

contact me if you have any questions. Thank you and have a great day. Regards, Margaret G[redacted]Nissan of RichmondAccounting Department804-346-4200, Ext. [redacted][email protected]

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[redacted]General ManagerNissan of Richmond([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 me. Your 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 lies. But I have my attorney involved and I will be suing.

In response Mr [redacted],
I...

have read your complaint and your request for a warranty or a new car.
During our research on the history of the car as well as the requested 
Work at time of delivery I don't see where the dealership is obligated
To provide a warranty when if there was a problem with the paint it 
Sounds as if it is fixed. 
You are correct the Carfax does not have any history of damage or repairs 
To the paint. I did enclose the Carfax with its full service history, very detailed 
I must say.
The car at time of delivery had 98,000 miles on it and I would be 
Surprised that it did not have a blemish or two and I was correct.
There was a blemish on the dash that we corrected for you as it was 
An item we promised to fix. There was not a paint concern that meant neither 
Party found a problem.
The only solution I have is to apply a paint sealant to your vehicle. This fills the pores
Of the paint and preserves the clear coat. It sounds as if your car is not in need of paint 
However you feel it looks different. We can apply this Monday - Thursday from 9a to 5p.
Best Regards
[redacted]

In response to complaint [redacted]We are very sorry that the 0% option was not available however the $[redacted] rebate and the $[redacted] additional discount totaling $[redacted] off was applied to lower your payment.While it took time to get the approval for you to be able to lower your monthly payment while...

upgrading vehicles we should have communicated the difficulties we experienced howeverwe do not want to cause you, the buyer any additional stress.The vehicle traded was paid off and your credit dips when you make a large purchase. The score will rise as you start paying on the loan.RegardsGeoff S[redacted]

VACU the lender financing the new vehicle just finalized and funded deal 10/3/2017.  We immediately sent funds to pay off [redacted] 10/3/2017.  It should be paid off today 10/4/2017. Should you have any additional questions please feel free to contact me.[redacted]General Manager([redacted])...

[redacted]

Good afternoon Ms. [redacted], We would like to give you an update about the above case for [redacted]We asked Ms. [redacted] to come by to Nissan of Richmond on February 20, 2018 and she did.However, when we trying to help her resolve her challenges, she refused to work with us to resolve...

it.Ms. [redacted] left when we were still trying to talk to her. We would like to request the case closed since customer refused to work with us. Please contact me if you have questions. Thank you Regards,    Margaret G[redacted]
[redacted]
[redacted]
[redacted]
[redacted]

[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 me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. If the company does not perform as promised I can get back to you at: [redacted]@richmond.Revdex.com.org.
Regards,[redacted]

I'm willing to work with them and close out this complaint at this point. Thank you for everything that you've done for me. I appreciate it.