Nissan of Richmond

In response to the complaint. We will refund the $369 and cancel the policy at your request. Regards Geoff S[redacted]

VACU the lender financing the new vehicle just finalized and funded deal 10/3/2017.  We immediately sent funds to pay off Maxima 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(804) 346-4200

Re: [redacted]We have contacted [redacted], left voicemail message as well as emailed him March 20, 2017 at 2:33pm in reference to both title and tags.  He has a loan, therefore he can not have vehicle titled to him, it must be titled to lienholder, the financial institution that financed...

his auto loan.  As for the temporary tags, we sent him temporary tags as well as emailed him copy of the temp tags, please see attachment.  We did in fact forward all necessary docs to [redacted] tag agency.  The tag agency would not release hard plates for the following.  Susan S[redacted] from our title department called and left a voicemail message on March 22nd approximately 3:00pm for Mr. [redacted] notifying that ** tag agency would not release hard plates until they received a [redacted] driver's license with [redacted] address or a personal property tax receipt with the same vin number or a utility bill ie., electric, gas, landline phone bill showing [redacted] address.  We have not received a return call from him.  The phone number in our system we have for Mr. [redacted] is [redacted].  It is the correct phone number because his voicemail recording has a greeting announcing his name in his voice.  I left a voicemail message stating the same as Susan S[redacted] request as well explaining the vehicle was financed through [redacted].  Also explained that he can verify with any financial institution the title policy in reference to lender holding title until loan is satisfied.  Mr. [redacted] being very young may have not financed a vehicle prior so it is with genuine concern that he was curious as to why it wasn't titled to him.  We completely understand his concern and gladly explained and advised him to consult with a big bank such as [redacted], [redacted], [redacted] as well as his father or mother.    The lienholder will hold possession of title until auto loan is completely paid off, once fully repaid, they will reassign title to [redacted].  Please see attachment as proof that Mr. [redacted] did in fact finance the vehicle through NMAC.Should he have any additional questions, I asked him to contact me directly and/or Eun S[redacted], [redacted] at (804) 346-4200 ext [redacted]Thank you for your assistance.Best regards,Geoff S[redacted]Nissan of RichmondGM(804) 346-4200 Ext [redacted]

We are sorry to hear that [redacted] is upset but attached is an email from our title department requesting a Washington DC driver's license in order for us to proceed with DMV paperwork which was requested by Titles Tags company.  [redacted] provided us a Memphis, Tennessee driver's...

license but Titles Tags company requires a DC driver's license or DC state ID to register vehicle in DC which we forwarded [redacted] the email.  We have not heard from [redacted] to date except from Revdex.com today.  [redacted] can provide a DC driver's license or DC state ID, we will gladly assist and expedite.Also attached is a clean car fax showing NO ACCIDENTS, NO OTHER DAMAGE, that the vehicle has been inspected by our dealership on [redacted] and passed safety inspection as well as a pre-delivery inspection, maintenance inspection was completed, air filter replaced, brake fluid flushed, cabin air filter replaced/cleaned, tires balanced, wipers replaced and emissions inspection performed.  The vehicle had [redacted] MILES WHEN SOLD.  This vehicle was in like new condition when she received it.  Furthermore, please see clean car fax attached, [redacted] has never taken it to a reputable dealership or it would show on this carfax ran [redacted].  Our dealership is the last dealership reported on Carfax inspecting her Honda Pilot.  She is requesting [redacted] for repair for an accident.  There was no accident on this vehicle when we purchased it and sold it to [redacted] as of [redacted].     We would like to assist should she have any additional questions, please feel free to contact dealership directly, [redacted]Thank you.  [redacted]
[redacted]
[redacted]
[redacted] Memphis TN  From: [redacted] Sent: [redacted] To: [redacted] Subject: RE: DC used car deal for [redacted] What state driver’s license was in deal?  From: [redacted] Sent: [redacted] To: [redacted] Subject: FW: DC used car deal for [redacted] I sent her this email in June and have not heard anything from here. This is what I need from here to get her vehicle titled in DC.  From: [redacted] Sent: [redacted] To: [redacted] Subject: FW: DC used car deal for [redacted] I am trying to do you DC DMV however I need  the following to go with what I have.Thank you[redacted] Nissan of Richmond  From: M[redacted] Sent: [redacted] To: '[redacted] Subject: DC used car deal for [redacted] Hi [redacted], I need either a copy of DC DL or DC non-driver ID card, clear of signed PNC contract and DC emissions receipt, okay? Thanks,  [redacted]
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]

[redacted], in December of 2013, you purchased your vehicle from. what was then, [redacted] Nissan.  We purchased this dealership from [redacted] on January 13, 2014.  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]

[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: [email protected].
Regards,
[redacted]

Review: n 05/18/2016 I took my car to Nissan of Richmond to have my air bag replaced for a recall. I also needed to get my fuel gauge repaired it was not reading accurately. I also had a check service engine light that was on. Service agent Kevin advised Nissan of Richmond would be able to fix the fuel gauge. I dropped the car off for the repairs; while dropping the car off for the repairs Kevin advised he would check the gauge and fix it. I picked up my car at the end of the day. The gauge never worked. I called the dealership on 05/20/16 and asked to speak to Kevin and was given his voice mail I advised via voice mail the gauge was not working, I called again on 05/22/16 and left Kevin another voice mail. I did not receive a call back. I set up another appointment on 7/22/16 to have car checked again. I advised Kevin if they could not repair the car he would need to issue me a refund. Kevin said "they will get me straight" I sat with the car until noon. He then advised it would be an additional $874.00 to repair the car. I was fraudulently charged for repairs that were not done. I contacted service manager John on the afternoon of 07/22/2016. John advised he would contact me back. John called me back and advised he was researching the issue. I called John back on 07/23/16 and left a voice message asking him to return my call. I have not received a call back from the service manager.Desired Settlement: To have the charges of 400.34 refunded because I was fraudulently charged for repairs that were not done.

Business

Response:

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 issue. This is when Kevin recommended a complete cluster if that would ease your doubt in the accuracy of the gauge. You declinedYour vehicle has over 200,000 miles and there could be deposits in your tank or a complete fuel system flush may be needed as well. These 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[redacted]

Consumer

Response:

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.

[I am not satisfied because the repair was not completed. The fuel gauge did not work and still doesn't work. I paid to have a repair done and the repair wasn't done.

Regards,

Review: I Purchased a used vehicle from this dealership on August 11th and asked that they not include the GAP coverage due to the fact that my vehicle was financed with [redacted] and it was included as a part of my loan. They proceeded to add the coverage anyway and lied to me stating that the "TLP or Total Loss Protection" coverage I was charged for was not the same as GAP Insurance. After confirming that it was I have made several attempts to request cancellation and refund of the product that was added without my permission only to be continually lied to about the nature of the product. I fill that the dealership has been very dishonest with me about this issue and I would like to cancel the additional insurance that was charged to me ASAP.Desired Settlement: I simply would like the dealership to honor my request for cancellation of the Total Loss Protection and forward my full refund of the product.

Business

Response:

In response to the complaint. We will refund the $369 and cancel the policy at your request. Regards Geoff S[redacted]

Consumer

Response:

[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.]

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]

Regards,

The customer will accept this offer.

Business

Response:

Business stated the customer picked up the check.

Consumer

Response:

[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.]

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]

Regards,

Review: In April 2015 I purchased a new car. I opted in for the optional insurance but then canceled that coverage on April 12. The dealership was also supposed to refund the TLP (Total Loss Protection) coverage and in May 2015 I asked that the dealership refund the GAP coverage since I was refinancing the car thru a Credit Union and their GAP coverage was much more reasonable. My contact person at the dealership, Mike C[redacted], also agreed to refund the cost of the license plates as I had asked the dealership at the time of purchase to transfer my current plates (they are animal friendly and customized). Mike kept asking for more time to check the status of all refunds and each time I allowed him more time to check the status, I received no contact from him. Mike even went as far as to say that he recognizes the dealership has not handled my situation very well.Desired Settlement: I simply just want the money back that's owed to me.

Business

Response:

In response to a complaint filed by [redacted]There has been a complete lack of follow up on our end and for that I apologize.The check for the $2000 has been cut and sent on 7/10/15. If there are any other concerns or request we will be more than helpful.Best regards[redacted]Nissan of Richmopnd804.346.4200

Consumer

Response:

Revdex.com spoke with the customer who indicated she had picked up the check from the business, and her issue has been resolved.

Review: I had purchased a [redacted] in June, 2015, asked for the [redacted] REPORT, and there were no issues of an accident reported and all the service records were there. After taking possession of the vehicle, I waxed it and noticed there was a difference in the lower fender panel on the right side vs the left side. I came back to the dealer, showed it to the salesman and the parts manager and everyone saw it, but not seen when I bought it. There is a noticeable separation on the right side of the trunk body and the trunk lid. [ 1/4" on the left, 1/2' on the right]. The vehicle was involved in an incident while in the previous owners hands and was not reported, nor mentioned by anyone at the dealership. I asked the manager about the damage and all he said there was no warranty.Desired Settlement: If the dealer refuses to repair the damaged auto, I am demanding a new auto as settlement, or a cash settlement.

Business

Response:

In response Mr [redacted],

Review: Bought a used Nissan 2013 with about 11,200 mi. On my check to them for $14,000 and more on a credit card noted on my check to [redacted] I said "[redacted] etc. [redacted].

I consider [redacted] endorsement constitutes a contract. Further a huge spot was on the drivers seat. I assumed it would be removed when applyng [redacted] automatically. Further I realized my used car came with a 100,000 mi. warranty. I felt that sufficient. The slick back room man to my surprise I assume sold me an extra car warranty or who knows how much saying now you will be ouble protected which left me confused. In my right mind I knew the first automatic 100,000 mi warranty was sufficient hopefully . I was blind slided with the 2nd warranty that I felt unneeded but I trusted the man who used to live at my [redacted] he said. I may have gone for the 2nd warranty in my stupor. And I did to be supirsed the salesman said now you will have twice the protection. I don't need twice the protection. The salesman I worked with was a gentleman. To my shock the car company was sold, maybe on Jan. 1, 2014 or thereabouts. I was not told this was happening.I may

The man in the back room may have pulled a slick one on me for the 2nd warranty. I heard now you will have two warranties on your car. Meaning the 100,000 mi automatic warranty on Nissan [redacted] and the second warranty which all along I did not feel I needed and may have gone along with the back room man, trusting him.Desired Settlement: I would like the [redacted] to be applied as on my check memo description and the undercoating added if not done. I would like the 2nd warranty on Nissan [redacted] removed unless it recommended I keep it. I would like the huge spot removed from the drivers seat that I thought would be removed automatically when [redacted] applied which I don't think was applied. I would like a ride to [redacted] and a pickup and ride to pick car finished up please. Prorating 2nd car warranty cancellation is agreeable. Is it suggested I keep 2nd car warranty? Why since I have the first 100,000 car warranty automatically on this Nissan [redacted]. Is the automatic warranty no good. needing a 2nd car warranty? I may have known 2nd warranty was being sold me. Unsure. I just recall hearing now you have double warranty protection or words similar. I ask for consideration regardless in this request to remove 2nd car warranty and refund me pro-rata for it. Is 2nd warranty needed? If it is it means the first 100,000 automatic warranty coming with the car is maybe not too good or does it? Do I need a 2nd car warranty please?n

Business

Response:

[redacted], in December of 2013, you purchased your vehicle from. what was then, [redacted] Nissan. We purchased this dealership from [redacted] on January 13, 2014. 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.

General Manager

Consumer

Response:

I have reviewed the offer 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,

First thank you for resolving situation. I love your "daddy" tv spots! if you would like a copy of my check with notes please let me know. Your salesman for my car and probably my exwifes car be commended Your man in back room that used to live in [redacted] be commended too. Both gentlemnan made good effort to help. Both commended. I will pay your dealorship to thoroughly clean my dirty car.

1. On your dealorship opinion should I keep 100,000 mi & warranty paid for advice

2. Is it the norm in 2014 to need undercoat as I still want please.

3. I thought exterior coating done and given I assume some small box if it has not been exterior coated treated please do. Conflicting if coating Good for seven mo or seven years?? Exterior.

4.Could u please give me a ride from dealorship to my apt off Robious at [redacted] Could u when finished give me a ride from my midlothian apt to pick up my done car.

5. A recall has been done on car and some sound unsure from alternator fixed at [redacted]/midlothian pike service man friend hovel unsure name and can fill u in if need

6. Recapping [redacted] car please. I pay to clean filthy car to be done by yours j dealorship. I wanted undercoat but will listen to your advice whether to undercoat or not in the modern era of 2014. Your advice here please. Coat exterior if not done for me already. Please advise me to keep or paid warranty. Is 100,000 free warranty advisable only or does it have too many loopholes And I need a ride twice please. Will prob be w/ wheels when serviced. Unsure.

7. There is a big spot on drivers seat I hope u will get out before [redacted].

8. The brake is rusting in hubcap area. Advice to just let it fully rust to give brown color Advice.

Keep up the good work. I liked "throw the keys to me Dad by your son, daughter and other emloyee!

Thanks again to everyone please tell your people I thank one and all and you for helping me.

[redacted] - a satisfied customer very appreciative. Take care and thanks again!! Now toss me "those" keys please!!

please advise me if free 100,000 mi warranty sufficient or if it contains too many loopholes the free 100,000 mi warranty I don't

Review: Hi Sir,

I have bought the [redacted] finder from this dealer on 03/10/2016 and while test driving the vehicle I have informed the issues with the steering wheel shaking while acceleration and braking to the representative. He informed that they will take care if it is a problem and you have a warranty as well. Since the time I bought the vehicle I am finding many issues with the car and I have taken car back to the dealer on 03/17/2016 and explained about all the issues to them. They told me they will take care about the issues, but, in the afternoon they called and informed me it will cost me 500 dollars to fix the issues and they offered they will do it for 325 dollars and I dis agreed to pay the money for that, as, I just bought a car couple of days ago and they have not even checked and reconditioned the vehicle and make sure the basics of the vehicle while selling the car. It has the issues with steering wheel shaking, acceleration, braking issues and misfiring of the engine with the worn out spark plugs. These are really cheating the people by over pricing the vehicle and at the same time selling the vehicle with many issues and there by asking more money when we go for asking to fix the issues. Initially they said it just had 85000 miles and it runs forever and it is very good car and when I mentioned while test drive about couple of issues, they said, we will take care everything. Once, I bought the car and asked abut the fixing the issues, they are now saying, it has already 85000 miles and these issues are common. I don't understand , how could they change their stand like this and heckle and deceive the customers like this.Desired Settlement: I want these issues to be addressed and make sure while selling the cars the basic things should not be compromised.

Business

Response:

In response to case [redacted]The pathfinder was purchased on 3/8/16 with nothing promised on the "We Owe" and a "Buyers Guide" with a 30 day Power train Warranty promised.I bring these two forms to the forefront as I feel the have merit in this case. The first stating we owe you nothing in addition and the second as we did provide a 30 day warranty for anything that would propel the vehicle forward. In additionto this we do cover brakes. The brakes do pass State and Safety inspections. You are feeling the vibration when stopping and that could be eliminated by turning the rotors. The spark plugs being worn out? The life of your spark plugs exceed 105,000 miles. There is nothing needed here nor did you and the advisor duplicate the problem. The window as well was not duplicated by you or the advisor and finally the support strut in the rear hatch does work and could be replaced.The solution was to turn the rotors at our expense and if you wanted a new support shock you can replace it. I believe after you insulted the staff by calling them racist and screaming in the showroom at your salesman the solution was now a problem.My offer is to turn the rotors at our expense only if you remove the most disgusting and insulting review about our salesman Joe M[redacted]. Best regards[redacted]

Consumer

Response:

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,

Review: Responded to a CERTIFIED [redacted] listed on their website. Listed price was $12,687. Test drove car was in great shape and had one issue - the steering alignment that needed to be addressed. Weird that this would be an issue for a certified vehicle. Made me wonder if the vehicle was really ever reconditioned fully. Came back from test drive and was quoted price of 13,995-$858 discount-$450 rebate=$12,687. I was paying cash for the car and was told that the $450 discount was a rebate for someone to finance the car. (They said this is called out on their website. It is not. I have screenshots of the car listing.) Despite this they honored that rebate and we agreed to the listed price of $12,687. Then they tacked on tax of $589.33 + tag doc inspection of $699 + $431.75 for TAGS! Tags should be roughly $50.00. Since I was in hurry I left and said I'd follow up once I had a chance to review. A couple of hours later called and spoke to sales guy about the tag line item. He said they included GAP insurance in there which was quite sneaky. I did not need GAP since I'm paying cash. He agreed to take it out. I asked to confirm before we drove up there to complete the deal. He said it was taken care of so my wife and I drove the 30 minutes back for her to test drive the car and then finish the deal. The alignment wasn't fixed and when we sat down to finish the deal the GAP fee was still in there. The sales manager even acknowledged he was trying to recoup the $450 rebate in the line item for tags. His demeanor was condescending and the whole experience was extremely deceptive.Desired Settlement: Their advertising practice in this instance was very deceptive. What could have been a very simple transaction- they have a product that I want to buy at the advertised price and I write a check for that product to make the purchase - became a horrible experience. The Revdex.com should help consumers understand this business has the potential for deceptive advertising practices. Less informed consumers could be taken advantage. It's a shame for them that they generated such ill will over ~$370. I will accept a call from their GM to address my concerns.

Business

Response:

[redacted] contacted Revdex.com regarding this complaint. The business has reached out to the customer to discuss the concerns in his complaint. They were able to speak about this and the business will be able to use this as a teaching moment for the future with all staff. The business thanks the customer for bringing this to their attention and taking time to talk about this with the business.

Consumer

Response:

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.] [redacted] their General Sales Manager did reach out to me. We had a good discussion but I want to make sure to document several important followup items that he and I discussed. I 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 clarified...1. We 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 vehicle. He 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 pages. He did acknowledge this is an error and would have it fixed. I 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. 2. The fee that I thought was Gap insurance in my original complaint was not accurately described to me by sales staff. This is the source of training that he was speaking about. His response does not go far enough. This 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. [redacted] mentioned that every car has this "Total Loss Protection" fee. It's a marketing tactic that if a car is ever stolen or deemed a total loss they would pay $2500 for a consumer who buys their replacement car from them. Perhaps 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 vehicle. And I should have a choice to have this fee removed or the price of the vehicle lowered to eliminate the fee. [redacted] 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 consumers. If they cannot remove the fee, then at the very least this needs to be clearly identified in their pricing which it is not. It 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 [redacted] 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,

Review: On 12/17/15 I went into Nissan of Richmond in hopes of purchasing a new vehicle. Around 4pm I decided to go with a [redacted]. I traded in a later model [redacted] which had a remaining balance to be paid off. My credit information was processed by the finance manager and within a few minutes the sales person (Daryl J[redacted]) came back with an offer. I was told that I would receive a $2000 rebate if I purchased that day. I then asked my sales person if he would match the financing amount my credit union would offer. I never got an answer. I proceeded to finalize my paperwork and at this point, it was approaching 10pm. I begin to sign my paperwork, the sales person left to go home before I finished and a little after 10 pm I was driving off with the new car. When I got home that night, I began to go over my contract. In the contract I was only given $1000 towards the rebate. Also, there was a charge for $499 for something called [redacted] which was against my knowledge, Security Plus (extended warranty) for $1538 and $699 for a documentation fee when I transferred my tags from my previous vehicle The next day, out of complete disappointment, I called my credit union and the agent advised me I would have qualified for a lower interest rate had I gone with them. I feel as though I have been swindled into this deal and now no one from the dealership wants to discuss these additional charges with me. They would not even provide me with owners phone number to file a complaint with him. From the position as a customer, I feel as though the dealership had a duty to explain to me charges on this contract, the fact that they were optional charges and give me the option to accept or decline these additional services. I understand that this deal may not be undone, but If I am going to pay almost $50000 for a $37000 vehicle I would like to know that I was charged properly. Phone calls to this business remain un-returned.Desired Settlement: I would like this contract to be rewritten to delete the optional charges. I would like the full rebate of $2000 as promised and an explanation for an other charges that I do not fully understand. To be honest, If I could take back my old truck and give them this car back, I would truly be made whole. This has been the worst car buying experience of my entire life.

Business

Response:

Mr. [redacted] from the business reached out to Revdex.com regarding this complaint. He has provided the customers documentation that shows the $1,000 rebate that she was given was the maximum available from Nissan, it also shows where she signed the documents for the extended warranty.

I am continuously disappointed by this dealership. The previous issues were resolved so I won't elaborate. On 2/4 @9:36am I dropped my car off for a state inspection. I came back to pick my car up at 4:10pm and the staff searched for my car for 15 mins before advising me that they are still working on my car. There is no empathy or concern for my children that will be standing outside as of 5:00pm. I was not contacted AT ALL in regards to this 8 hour back up to be able to make alternate arrangements for my children . I purchased my car here so lots of services are already bill into the price of my car which is the only reason why I come back. I hope this review will prompt the manager to teach their crew organization structure COMPASSION. This is a nissan error and as the consumer I am left to suffer. Please do better Nissan I have referred a dozen of my employees to this business. Check your listing for T-mobile employees. Once my car is paid off I will never associate myself or others with this neglectful company. FYI I saw them START on my car AFTER my arrival. @4:10pm

Review: On 11-6-15, I purchased a [redacted] while waiting 4 hours for service on my current vehicle. The sales person "guaranteed" a $2,000 rebate for "any vehicle on the lot", immediate payoff on my current vehicle loan, no charge for GAP insurance, nor more than a $350 monthly payment and 0% financing. None of this occurred and was suddenly only available for an [redacted] model. I did not receive 0% financing, was charged for GAP and it took over 3 weeks and numerous phone calls to finally issue payoff on the traded in vehicle, causing me to have to pay an additional payment plus interest charged for a vehicle I no longer owned. Nissan provided a written guarantee for the $2,000 rebate incentive, and after many additional phone calls, emails and faxes, one person finally responded on Nov. 20th with the promise that if Nissan Corporation did not issue the $2,000 rebate within a week, Nissan of Richmond would issue the check locally and have me pick it up in person. Despite more phone calls, letters, faxes and emails, NO ONE has returned my call and I have not received the $2,000 rebate which has caused considerable financial hardship. One representative I spoke with "guaranteed" that the $2,000 rebate would be sent or I could pick it up no later than November 30th. As of this date, the $2,000 has not been received or issued and no one at Nissan of Richmond will contact me regarding the status.Desired Settlement: Immediate issuance of $2,000 rebate incentive for which I have a written guarantee of payment.

Business

Response:

In response to your complaint; There is 0% available however you chose to finance outside of NMAC and elected the $2000 rebate as cash back. This is one or the other not both. The rebate is paid to you from [redacted] directly, this was another concern of yours. Finally the gap for "free". When you agreed to payments with your sales consultant ($0 down, $367.44 x 84months) there was no mention of gap for freeor written. When you met the business manager you did sign two forms accepting gap coverage with an increase in payments to $371 x 84 months. The increase in payments are a result of the gap coverage at $358. I will send copies of the above mentioned forms.

Consumer

Response:

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.

Nissan of Richmond did NOT address my inquiry at ALL. I requested cancellation of the "Total Loss Protection" addendum which was included without explanation in the vehicle purchase documents, and which I did not want or request to be added. I was advised that this document was a requirement of the sale and not give the option to decline. I have spoken with sales rep. Mr. [redacted] and business manager, [redacted], numerous times and they both assured me that a refund would be issued immediately. That was in December, 2015 and the refund of $475 has NOT been processed or issued and Nissan employees now refuse to return my calls. They also refuse to respond to my written correspondence, copies attached. I did NOT request cancellation of the GAP insurance which is what Nissan seems to have addressed in this response. Your further investigation will be appreciated.

Regards,

Review: I traded in my [redacted] for the [redacted] from what was [redacted] when I purchased it, I also purchased the for life program which states that I will get oil changes, inspections and my engine is guaranteed for life. Now that the dealership has changed hands and is now Richmond Nissan they will not honor that plan that I purchased with the vehicle. I was told that they would still service my Vehicle but I would have to pay. It isn't fare because I purchased the for life program that states that as long as I own the vehicle the services were guaranteed. The program should have carried over to the new owners, if you purchased the dealership then the previous customers and their vehicles come with it, you would think. The vehicle is due for an inspection, oil change and the change of the wiper blades and these items are covered under the for life program that they won't honor. I take the car in for all it's routine maintenance when they are due and have to continually discuss the issue of the for life program with them.Desired Settlement: I would like for them to honor the for life program for the vehicle or refund the purchasing price for the program.

Business

Response:

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, 2014. [redacted] purchased the dealership from [redacted] back in 2011. 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.

Review: On 14 Jun 15, I went through [redacted] car buying service to search for a used [redacted]. The search results returned a 2014 [redacted] that Nissan of Richmond VA had on their lot with an adertised price of $22,890. I submitted my request for my Pen Fed Car buying certificate and then contacted the dealer to discuss the purchase. When I spoke with the salesman, he told me the price was a mis-print and he could not sell the car at that price. The general manager was not available for me to speak at the time.Desired Settlement: I feel Nissan of Richmond should honor the advertised price ($22,897) for the 2014 [redacted] (VIN: [redacted]).

Business

Response:

The morning of June 14Th, Our software that places the pre owned inventory online including pictures and prices ([redacted])automatically priced 65 units in stock at a 12,000 discount. This was brought to our attention by a customer as we had a car with $0.00 price online.This was corrected as well as the additional vehicles affected by the software pricing.Mr.[redacted] 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 [redacted] truck over the phone.Ryan informs Mr. [redacted] 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. [redacted] 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 mistakes. We 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