Orange Coast Nissan

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] This letter is in response to ID# [redacted] that was authored by ***, the service advisor manager of Orange Coast NissanFirst I would like to start off by saying there are numerous inconsistencies in his letter and after reading his response I question his integrityOn the morning I dropped my car off my Nissan Maxima to have my transmission diagnosed, there was no place to park in the sally port area due to the new inventory of vehicles that were taking up the entire area, so I parked my vehicle behind the last vehicle which was possibly two to three vehicles inside of the driveway As I exited my vehicle, I observed [redacted] standing next to one of the new vehicles holding a clipboardI approached [redacted] and informed her that I was there for my appointment [redacted] advised me that it was going to take awhile due to the new inventory of vehicles, but I could leave my keys with her and she would call me when my vehicle was ready for pick-up I asked [redacted] where should I park my vehicle and she informed me to leave it where it wasI gave [redacted] my keys, name, informed her that I wanted my transmission diagnosed and I also informed her that [redacted] at [redacted] Chevrolet wanted [redacted] to look at my vehicle because it was still covered under the Nissan Warranty [redacted] was very professional and I had no reason to ask for a supervisor because of her behavior, nor did I act rude or disrespectful to herI was not in a hurry, furthermore, there were not any advisors around/or in the sally port during my encounter with ***Later that evening, when I called [redacted] to see if my vehicle was ready for pick-up, she informed me that it was ready, but she also recommended additional services for my vehicleI questioned [redacted] about the results of the diagnostic test on my transmission and she informed me that my transmission was serviced and not diagnosedI explained to [redacted] once again that I brought my car in to have my transmission diagnosed and not serviced [redacted] informed me that they would diagnosed my transmission within a couple of hours and then she would call me back when my vehicle was readyI made two more calls to [redacted] that evening to see if my car was ready for piand it was notWhen I called [redacted] the following morning around noon, she told me my car was ready for pick and they did not find any problems with my transmission and they were going to comp me for servicing my transmissionWhen I picked my car that afternoon [redacted] was very professionalDuring above-mentioned telephone conversations with [redacted] and/or while picking up my vehicle I did not scream and/or yell and/or disrespect ***Several weeks later, I took my vehicle to another NISSAN DEALERSHIP to have my oil changed and after my car was serviced it was recommended that I have my transmission servicedI informed the service advisor that it had recently been serviced, however he disagreed, and wanted me to look at the transmission fluid with him and three other techsAfter looking at the transmission fluid and seeing it was yellow and dirty, I was informed that it had not been changed After returning from vacation, I attempted to contact [redacted] and I also left him numerous voice messages, but [redacted] only returned my called after I contacted the customer service managerI explained my problem to [redacted] that I had with my transmission being serviced or shall I say not being serviced [redacted] advised me that it was due to the high amount of miles on my vehicle [redacted] and I both agreed to meet on Monday morning at 7:00, so he could have a tech look at my transmissionOn Monday, I was at the service department before 7:00, but [redacted] did to arrive at Orange Coast Nissan until after 7:and he did not meet with me until 8:or 8:(See attached text messages to my wife)When I arrived at 7:00, no words cannot explain how rude and unprofessional [redacted] was to meWhen [redacted] finally did meet with me around 8:20, he informed me that someone had put dye in my transmission fluid and that was the reason it was yellow and not blueI told [redacted] that he initially said it was due to the high milage on my vehicle, so I wanted to know which reason was it and if my transmission had been diagnosedI saw that I wasn’t getting anywhere with ***, and I told him that I was unhappy with his explanations and that I was going to [redacted] Nissan At no time was I rude and/or disrespectful to ***, but I was unhappy about how I was being cut off as we were talking The following day, I contacted the Regional Manager, [redacted] , and I explained the problem to him [redacted] advised me that he was aware of the problem, furthermore, he informed me that my transmission had not been diagnosedInitially, I agreed to meet with Mr [redacted] to have my transmission diagnosed, but because of my past experience with service advisors and their integrity, I called him back and declined I went to Orange Coast Nissan to have transmission diagnosed, but now I here to tell you that it was not diagnosed and nor serviced, but [redacted] told me that both had been doneThe only thing that I have gotten from Orange Coast Nissan are rude service advisors with integrity issuesMr [redacted] thank you for being truthful about my transmission not being diagnosed ! I have no reason to lie about anything ! I don't feel that I should be treated like this, nor should any other customer

I am writing this letter in response to ID#[redacted] to customer [redacted] statement. To start I was aware within a short amount of time of Mr. [redacted]’s vehicle being here in our service department before ever even being worked on due to the way [redacted] was talked to by Mr. [redacted] that morning, that...

he was in huge hurry and didn’t want to listen or wait to be written up. Mr. [redacted] gave [redacted] an envelope with his keys in it that said on it transmission service by [redacted] is a technician that has been at our store many years. Mr. [redacted] came in the morning of July 14th 2017 before the store was even open approximately 6:45am and saw [redacted] a service advisor as she was getting  stuff ready to open the day. [redacted] took his envelope and keys he handed her and Mr. [redacted] stated just do the transmission service and let me know when it is done. I had two other advisors in the drive that morning and Mr. [redacted] very clearly stated the service he wanted. We did the service, [redacted] called Mr. [redacted] and let him know it was done, he then asked what is going on with his vehicle. [redacted] said we did the transmission service that he brought it in for and there other things that had been recommended to be done for many of the previous visits that had been recommended again. Mr. [redacted] then became very upset concerned about the internal components of the transmission, yelling at [redacted] telling her how stupid she was and why on earth did she do a transmission service he needed an issue he was having with his transmission diagnosed not a service. This was never brought up or discussed and no issues were stated, just a transmission service so [redacted] gave just that. [redacted] came to me again after that call to make me aware and asked if myself or another advisor was able to talk when he comes in because she was not comfortable with how he was talking to her and that now he was refusing to pay for the service he came in for. After talking to [redacted] and trying to just make a possible misunderstanding right by the customer, Mr. [redacted], I waived all fees for this service parts and labor and ate the cost internally on the repair order. Mr. [redacted] came later that day and picked up his vehicle and had no more complaints or concerns but refused to pay for the transmission service. A month or more later Mr. [redacted] called again and stated he took his vehicle to an outside mechanic NON Nissan dealer and had them diagnose his transmission, they told him he should change his fluid first. He told them it was just at Orange Coast Nissan and it was done. They told him it should be a different color than it was. I explained to Mr. [redacted] when he called that he was over 100,000 and when they do a drain and refill it gets approximately three quarters or so out the rest of the fluid is stuck in areas and in the torque converter internally. We had gone back and forth on the phone that day and wanted another transmission service for free. I explained to Mr. [redacted] that if he thought he a transmission issue changing the fluid again will not fix it. He said he didn’t care I owed him another free service on his transmission. I explained why I was not going to do that, he then went to [redacted] the General Manager and told him a completely different back story than what took place. [redacted] and I spoke and again trying to resolve this situation, asked Mr. [redacted] to bring his vehicle in and let us put it in the shop and show him what we do, how we do it, what was done and the color of the fluid and have a tech drive his vehicle to determine any drivability concerns. Mr. [redacted] agreed to bring the vehicle the following Monday, I told him I am in between 7 and 8am he said perfect l will be there. When I got in about 7:15 am Monday morning I was told Mr. [redacted] was here waiting I had a fire inspector I was meeting and gave some info and proceeded to meet with Mr. [redacted]. I am not sure how he knew what vehicle I drive and what time I pulled in, due to the simple fact that he couldn’t see where I come in or what I drive. We put the vehicle in the shop, diagnosed it and found nothing, no codes, no shifting issues, nothing stored in the system that would tell us there is a problem. We checked fluid levels and made sure all was in good, safe condition. When I came to explain this to Mr. [redacted] he became very upset in the service drive, yelling, in front of customers and employees, telling me I don’t know how to run a business I need to learn the customer is always right and until I learn that I should not manage. In the end I got the feeling his warranty was about to expire which it was and he wanted there to be a problem to get a new transmission, we could not duplicate and issues or concerns therefore we are not going to replace something not needed. He followed up with going on face book, call the news, all social media, [redacted] everything you could think of to write a review. He left that day and said stated I am not done he is going to get his service again free. He left and have never seen or heard any more about it.

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]
p.p1 {margin: 0.0px 0.0px 0.0px 0.0px; font: 11.0px 'Helvetica Neue'; color: #000000; -webkit-text-stroke: #000000} p.p2 {margin: 0.0px 0.0px 0.0px 0.0px; font: 11.0px 'Helvetica Neue'; color: #000000; -webkit-text-stroke: #000000; min-height: 12.0px} span.s1 {font-kerning: none} This letter is in response to ID# [redacted] that was authored by [redacted], the service advisor manager of Orange Coast Nissan. First I would like to start off by saying there are numerous inconsistencies in his letter and after reading his response I question his integrity. On the morning I dropped my car off my 2012 Nissan Maxima to have my transmission diagnosed, there was no place to park in the sally port area due to the new inventory of vehicles that were taking up the entire area, so I parked my vehicle behind the last vehicle which was possibly two to three vehicles inside of the driveway.  As I exited my vehicle, I observed [redacted] standing next to one of the new vehicles holding a clipboard. I approached [redacted] and informed her that I was there for my appointment. [redacted] advised me that it was going to take awhile due to the new inventory of vehicles, but I could leave my keys with her and she would call me when my vehicle was ready for pick-up.  I asked [redacted] where should I park my vehicle and she informed me to leave it where it was. I gave [redacted] my keys, name, informed her that I wanted my transmission diagnosed and I also informed her that [redacted] at [redacted] Chevrolet wanted [redacted] to look at my vehicle because it was still covered under the Nissan Warranty. [redacted] was very professional and I had no reason to ask for a supervisor because of her behavior, nor did I act rude or disrespectful to her. I was not in a hurry, furthermore, there were not any advisors around/or in the sally port during my encounter with [redacted]. Later that evening, when I called [redacted] to see if my vehicle was ready for pick-up, she informed me that it was ready, but she also recommended additional services for my vehicle. I questioned [redacted] about the results of the diagnostic test on my transmission and she informed   me that my transmission was serviced and not diagnosed. I explained to [redacted] once again that I brought my car in to have my transmission diagnosed and not serviced. [redacted] informed me that they would diagnosed my transmission within a couple of hours and then she would call me back when my vehicle was ready. I made two more calls to [redacted] that evening to see if my car was ready for pick-up and it was not. When I called [redacted] the following morning around noon, she told me my car was ready for pick and  they did not find any problems with my transmission  and they were going to comp me  for servicing my transmission. When I picked my car that afternoon [redacted] was very professional. During above-mentioned telephone conversations with [redacted] and/or while picking up my vehicle I did not scream and/or yell and/or disrespect [redacted]. Several weeks later, I took my vehicle to another NISSAN DEALERSHIP to have my oil changed and after my car was serviced it was recommended that I have my transmission serviced. I informed the service advisor that it had recently been serviced, however he disagreed, and wanted me to look at the transmission fluid with him and three other techs. After looking at the transmission fluid and seeing it was yellow and dirty, I was informed that it had not been changed.  After returning from vacation, I attempted to contact [redacted] and I also left him numerous voice messages, but [redacted] only returned my called after I contacted the customer service manager. I explained my problem to [redacted] that I had with my transmission being serviced or shall I say  not being serviced. [redacted] advised me that it was due to the high amount of miles on my vehicle. [redacted] and I both agreed to meet on Monday morning at 7:00, so he could have a tech look at my transmission. On Monday, I was at the service department before 7:00, but [redacted] did to arrive at Orange Coast Nissan until after 7:40 and he did not meet with me until 8:15 or 8:20 (See attached text messages to my wife). When I arrived at 7:00, no words cannot explain how rude and unprofessional [redacted] was to me. When [redacted] finally did meet with me around 8:20, he informed me that someone had put dye in my transmission fluid and that was the reason it was yellow and not blue. I told [redacted] that he initially said it was due to the high milage on my vehicle, so I wanted to know which reason was it and if my transmission had been diagnosed. I saw that I wasn’t getting anywhere with [redacted], and I told him that I was unhappy with his explanations and that I was going to [redacted] Nissan.  At no time was I rude and/or disrespectful to [redacted], but I was unhappy about how I was being cut off as we were talking.    The following day, I contacted the Regional Manager, [redacted], and I explained the problem to him.  [redacted] advised me that he was aware of the problem, furthermore, he informed me that my transmission had not been diagnosed. Initially, I agreed to meet with Mr. [redacted] to have my transmission diagnosed, but because of my past experience with service advisors and their integrity, I called him back and declined.  i went to Orange Coast Nissan to have transmission diagnosed, but now I here to tell you that it was not diagnosed and nor serviced, but [redacted] told me that both had been done. The only thing that I have gotten from Orange Coast Nissan are rude service advisors with integrity issues. Mr [redacted] thank you for being truthful about my transmission not being diagnosed ! I have no reason to lie about anything ! I don't feel that I should be treated like this, nor should any other customer.