Pine Belt Nissan of Keyport

Complaint: [redacted] I am rejecting this response because: I asked to confirm the quote by the email and was told that this is the price I will getI have an email in writingAnd I also spoke to the person JR and asked her if the price in the email is the correct price and was told yes Regards, [redacted]

Complaint: [redacted] I am rejecting this response because: When I went to get the tires repaired, all I wanted was a satisfactory repair of my tire The tire manufacturer does not recommend plugging a tire and that actually voids the tire warranty Pine belt Nissan should not sell a tire warranty that they cannot or will not honor and correctly fix the tire After leaving the dealership I went to a tire repair shop and was told that the screw that I have is close to the sidewall and cannot be patched The only thing they could do was replace the tire this is why I kept driving on a tire that constantly loses airI did not want to lay out $to have my tire replaced and then deal with a tire warranty company I purchased the warranty from pine belt and not from a 3rd party I could have purchased the warranty on my own and it would have been my problem repairing or replacing the tires, I paid more just to have it all done in one place and not to worry about it I had an Infinity and currently own a BMW and whenever I had road rash on my rims or nails in my tires the rims were repaired and the tires either patched or replaced at no cost to meI was also give a loaner car when I took the car in to the dealership because this was a warranty issue This is my third car I have purchased from Pine Belt in Keyport and I would think that they would like to keep me as a happy customer and treat me with respect If pine Belt does not know how to patch tires they should have made arrangements for me to take the car to a tire repair shop and have it properly repaired at their cost, and not expect me to spend more money on the tires that I allready have spent Regards, [redacted] ***

My Service Manager at Pine Belt Nissan of Keyport, [redacted] writes the following as what really happened: The customer came in with a low tire on March 31,2014,and we told him we repair tires by using quality tire plugs [redacted] did not want that type of repair performed [redacted] was advised that he could go to a repair center that does repair in a fashion that would satisfy him and the [redacted] would reimburse for the repair within their reasonable cost guidelines [redacted] wanted a new tire at no cost which we were unable to provide per the policy since his tire was repairable, he just didn’t want it pluggedHis wheel has damage on it but since a good tire will still hold air the damage on the wheel is not covered*** [redacted] drove on the tire till the sidewall was damaged which would now make the tire unrepairableIn the contract it states that any damage caused by driving on an under inflated tire is not covered by the policy for replacement I also spoke to [redacted] of [redacted] called [redacted] last week and she also told him that he could take the tire to be repaired and he would be reimbursedThis is a taped conversation which [redacted] would be happy to play for you [redacted] can be reached at [redacted] We can no longer cover any repair for this tire or wheel as [redacted] drove on them until he destroyed themI also attach the front and back of the Road Hazard Tire and Wheel policy [redacted] signedThe policy clearly states that a tire will only be replaced if a tire becomes un-repairable due to damage caused by a Road HazardSame holds for the rim which will only be replaced if it is unserviceableDamage that is cosmetic in nature and does not render the tire and/or wheel unserviceable is not covered We try very hard to satisfy our customers In the interest of good customer relations, we would be happy to work with [redacted] to replace the two tires at a discounted priceI can be reached at [redacted] Thank You, [redacted] [redacted] Business DirectorPine Belt AutomotivePhone: [redacted] ***Fax [redacted] Email: [redacted]

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID *** and find that this resolution is satisfactory to me
Regards,
*** ***

Complaint: [redacted]
I am rejecting this response because:
 
I asked to confirm  the quote by the email and was told that this is the price I will get. I have an email in writing. And I also spoke to the person JR and asked her if the price in the email is the correct price and was told yes.
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because: When I went to get the tires repaired, all I wanted was a satisfactory repair of my tire.  The tire manufacturer does not recommend plugging a tire and that actually voids the tire warranty.   Pine belt Nissan should not sell a tire warranty that they cannot or will not honor and correctly fix the tire.  After leaving the dealership I went to a tire repair shop and was told that the screw that I have is close to the sidewall and cannot be patched.   The only thing they could do was replace the tire.  this is why I kept driving on a tire that constantly loses airI did not want to lay out $400 to have my tire replaced and then deal with a tire warranty company.  I purchased the warranty from pine belt and not from a 3rd party.  I could have purchased the warranty on my own and it would have been my problem repairing or replacing the tires, I paid more just to have it all done in one place and not to worry about it.  I had an Infinity and currently own a BMW and whenever I had road rash on my rims or nails in my tires the rims were repaired and the tires either patched or replaced at no cost to me. I was also give a loaner car when I took the car in to the dealership because this was a warranty issue.  This is my third car I have purchased from Pine Belt in Keyport and I would think that they would like to keep me as a happy customer and treat me with respect.  If pine Belt does not know how to patch tires they should have made arrangements for me to take the car to a tire repair shop and have it properly repaired at their cost, and not expect me to spend more money on the tires that I allready have spent.  
Regards,[redacted]

We explained to customer that JR was mistaken. We explained to him that he should have spoken to a sales associate to discuss all the fees. Nick spoke to customer and explained the error and that we would try to help and rectify the issue. There was never a statement from Nick that is was just to...

get the customer in. Customer was told that we could not make the deal with just $1000 paid upfront. Customer stated that he knew that the deal was to good to be true but wanted to come in anyway. Sometimes people or dealerships can make errors, it happens. We would like nothing more than to sell [redacted] a new vehicle. We would be willing to enhance the deal for him to try to make him a satisfied customer. If there is something we can do please call or email us directly.
Thank You and Happy Holidays....

Tell us why here...On Monday 1/26/2015 a 2014 Nissan Rouge leased to [redacted] vin [redacted] was towed into Pine Belt Nissan of Toms River. On this day, the service department closed early due to the approaching snow storm. The service manager was still in the dealership as...

well as some maintenance employees to accept the vehicle. The vehicle was pulled into the shop right then with a crank no start condition. The following day the dealership was closed until Noon with only essential personnel present to answer phones and plow the property. The Governor called a state of emergency in NJ during this period on 01/27/2015, so asking the entire staff to come in was not an option. When the technicians came in, [redacted] vehicle was diagnosed as a faulty fuel pump and the part was placed on order. An insurance adjuster from her insurance company came to the dealership to inspect the fuel pump. The pump had no physical damage associated with it so failure from the accident could not be confirmed. The fuel pump as installed and the vehicle was road tested to verify the repair. The repair was covered under Nissan's manufacturer warranty with no cost to [redacted] She was called and informed the vehicle was ready for pickup on 01/30/2015. [redacted] has refused to pick up the vehicle since then. My service manager spoke to her today and we are going to deliver the vehicle to her house tomorrow. [redacted] filed a vehicle complaint with Nissan North America asking for a repurchase, which was denied. Our Sales department attempted to assist, but was unable to meet the  requirements set by the customer. She has had the vehicle less than a year with a three year contract. If there is any further action required due to the integrity of the vehicle due to the collision, it should respectfully come from her insurance company or the body shop that fixed it.

[redacted]
I apologize for the phone calls and texts. You have been removed from our list. If you need any further assistance please contact me directly....
Thank You,
[redacted]
General Sales...

Manager[redacted]

My Service Manager at Pine Belt Nissan of Keyport, [redacted] writes the following as what really happened: The customer came in with a low tire on March 31,2014,and  we told him we repair tires by using quality tire plugs.  [redacted] did not want that type of repair...

performed.  [redacted] was advised that he could go to a repair center that does repair in a fashion that would satisfy him and the [redacted] would reimburse for the repair within their reasonable cost guidelines. [redacted] wanted a new tire at no cost which we were unable to provide per the policy since his tire was repairable, he just didn’t want it plugged. His wheel has damage on it but since a good tire will still hold air the damage on the wheel is not covered. [redacted] [redacted] drove on the tire till the sidewall was damaged which would now make the tire unrepairable. In the contract it states that any damage caused by driving on an under inflated tire is not covered by the policy for replacement.               I also spoke to [redacted] of [redacted] called [redacted] last week and she also told him that he could take the tire to be repaired and he would be reimbursed. This is a taped conversation which [redacted] would be happy to play for you. [redacted] can be reached at [redacted]. We can no longer cover any repair for this tire or wheel as [redacted] drove on them until he destroyed them.. I also attach the front and back of the Road Hazard Tire and Wheel policy [redacted] signed. The policy clearly states that a tire will only be replaced if a tire becomes un-repairable due to damage caused by a Road Hazard. Same holds for the rim which will only be replaced if it is unserviceable. Damage that is cosmetic in nature and does not render the tire and/or wheel unserviceable is not covered.  We try very hard to satisfy our customers.                       In the interest of good customer relations, we would be happy to work with [redacted] to replace the two tires at a discounted price. I can be reached at [redacted] Thank You, [redacted]   [redacted]Business DirectorPine Belt AutomotivePhone: [redacted]Fax[redacted]Email: [redacted]

Review: I purchased my 3rd car from this dealership, and with it I purchased a tire and wheel warranty. I had nails in 2 of my tires and when I went to get them repaired I was told that they only plug tires, and do not patch them. According to the tire manufacturer a plug voids the warranty for the tire so I asked them not to plug the tire, and if they can repair the tire the proper way then to replace the tire. My rims were also scratched up from road rash so I asked to get them repaired. I was told that they will only repair a rim if it wont holds air. This makes the warranty that they sold me useless. so I have been driving with nails in my tires for 4 weeks and now the sidewall of the tire is ruined. The service dept is horrible and will not replace my tire or repair my rims. Thii makes no sense since it is the whole purpose of getting a tire and wheel warranty that covers road hazard. I was told that I can go to a tire shop and pay for new tires or to get them repaired and that I will get reimbursed by the warranty company, however I purchased this from Pine Belt Nissan and not on my own. If Pine Belt is not capable of correctly repairing tires they shouldn't be selling tire and wheel warranties and ripping off their customers.Desired Settlement: I would like my tires and Rims either correctly repaired, or replaced.

Business

Response:

My Service Manager at Pine Belt Nissan of Keyport, [redacted] writes the following as what really happened: The customer came in with a low tire on March 31,2014,and we told him we repair tires by using quality tire plugs. [redacted] did not want that type of repair performed. [redacted] was advised that he could go to a repair center that does repair in a fashion that would satisfy him and the [redacted] would reimburse for the repair within their reasonable cost guidelines. [redacted] wanted a new tire at no cost which we were unable to provide per the policy since his tire was repairable, he just didn’t want it plugged. His wheel has damage on it but since a good tire will still hold air the damage on the wheel is not covered. [redacted] drove on the tire till the sidewall was damaged which would now make the tire unrepairable. In the contract it states that any damage caused by driving on an under inflated tire is not covered by the policy for replacement. I also spoke to [redacted] of [redacted] called [redacted] last week and she also told him that he could take the tire to be repaired and he would be reimbursed. This is a taped conversation which [redacted] would be happy to play for you. [redacted] can be reached at [redacted]. We can no longer cover any repair for this tire or wheel as [redacted] drove on them until he destroyed them.. I also attach the front and back of the Road Hazard Tire and Wheel policy [redacted] signed. The policy clearly states that a tire will only be replaced if a tire becomes un-repairable due to damage caused by a Road Hazard. Same holds for the rim which will only be replaced if it is unserviceable. Damage that is cosmetic in nature and does not render the tire and/or wheel unserviceable is not covered. We try very hard to satisfy our customers. In the interest of good customer relations, we would be happy to work with [redacted] to replace the two tires at a discounted price. I can be reached at [redacted] Thank You, [redacted]Business DirectorPine Belt AutomotivePhone: [redacted]Fax[redacted]Email: [redacted]

Consumer

Response:

Review: [redacted]

I am rejecting this response because: When I went to get the tires repaired, all I wanted was a satisfactory repair of my tire. The tire manufacturer does not recommend plugging a tire and that actually voids the tire warranty. Pine belt Nissan should not sell a tire warranty that they cannot or will not honor and correctly fix the tire. After leaving the dealership I went to a tire repair shop and was told that the screw that I have is close to the sidewall and cannot be patched. The only thing they could do was replace the tire. this is why I kept driving on a tire that constantly loses airI did not want to lay out $400 to have my tire replaced and then deal with a tire warranty company. I purchased the warranty from pine belt and not from a 3rd party. I could have purchased the warranty on my own and it would have been my problem repairing or replacing the tires, I paid more just to have it all done in one place and not to worry about it. I had an Infinity and currently own a BMW and whenever I had road rash on my rims or nails in my tires the rims were repaired and the tires either patched or replaced at no cost to me. I was also give a loaner car when I took the car in to the dealership because this was a warranty issue. This is my third car I have purchased from Pine Belt in Keyport and I would think that they would like to keep me as a happy customer and treat me with respect. If pine Belt does not know how to patch tires they should have made arrangements for me to take the car to a tire repair shop and have it properly repaired at their cost, and not expect me to spend more money on the tires that I allready have spent.

Regards,

Review: I APPLIED FOR A CAR LOAN ON 5/30/2015. I TOLD THEM THAT I WOULD ONLY AGREE TO THE PURCHASE IF I WAS APPROVED THRU NISSAN CREDIT 0% 60 MONTHS FINANCING NO MONEY DOWN. THEY TOLD ME BASED ON MY CREDIT SCORE WHICH WAS 721 THAT WOULD NOT BE A PROBLEM. LYNOLE THE SALES PERSON CALLED ME AND INFORMED ME THAT NISSAN CREDIT DID NOT WANT TO DO IT. HE ASKED ME IF I WOULD BE WILLING TO GO THRU ANOTHER BANK AND I TOLD HIM THAT I DO NOT WISH TO PROCEED WITH THE TRANSACTION AND NOT TO SHOP MY INFORMATION WITH NO ONE ELSE. NEXT THING I KNOW, I HAVE 6 COMPANIES AS INQUIRIES ON MY CREDIT REPORT. I DID NOT AUTHORIZE THE DEALERSHIP TO SHOP THE LOAN TO ANYONE ELSE. THE COMPANIES WHO RAN MY CREDIT BESIDES NISSAN MOTOR ACCEPTANCE WAS

1. [redacted] 2. [redacted] 3. [redacted]

4. [redacted]

5. [redacted]

6. [redacted]Desired Settlement: THESE INQUIRIES NEED AND SHOULD BE REMOVED FROM MY CREDIT REPORT IMMEDIATELY. I TRIED TO DISPUTE THIS INFORMATION WITH [redacted] AND THEY HAVE GIVEN ME ALL THE ABOVE COMPANY PHONE NUMBERS WHICH I CALLED AND WAS TOLD BY THE COMPANIES THAT I HAVE TO DISPUTE WITH CREDIT BUREAUS. I FEEL THIS IS THE RESPONSIBILITY OF THE DEALERSHIP BECAUSE I TOLD THEM FROM THE BEGINNING THAT IF NISSAN WASN'T INTERESTED WITH THE DEAL, THEN DON'T WORRY ABOUT IT.

Business

Response:

Tell us why here...Good Morning, [redacted] did submit an online credit application to us on May 22,2015 @ 11:57 AM. We did in fact submit his application to Nissan Credit and the application was turned down. We tried to obtain financing from a few different lending sources trying to obtain his business with the purchase of a New Nissan Pathfinder. He was approved through another lender and the dealership was willing to absorb the difference in the monthly payments from the difference in the interest rate. The customer denied the sale and we terminated the agreement . We were not aware prior to the sale that the customer wanted 0% or nothing. There were no notes or comments on the online credit application at time of submission. We apologize to the customer, all our intentions were was to obtain financing for him to purchase his new vehicle....Thank You for your time,Matt C[redacted]General Sales ManagerPine belt Nissan of Keyport([redacted]

Review: o My self and my dtr took this car vin # [redacted] ON JULY 30 13 FOR A ENGINE STALLING ISSUE after engine gets hot around running for half hour. AT MILEAGE [redacted]We explained the service writer this was has gone through diags for the same problem at another facility and it points 2 defectives sensors but and they advised detailed analysis confirmed sensors are functioning properly. They advised us to reach out to the dealer. Service advisor [redacted] confirmed to us he will look into the issue and came back and advised crank cam shaft position sensors were defective and needs repl. and initialize the computer. We as a good customer took his advised and proceeded with the repair for $447. 14 minutes ago • Like Car left the facility and after 20 miles car stalled in the highway same way it used to do before, when my dtr was on her way to the hospital for work . She called the facilty they wanted us to bring the car back to the facilty at our cost. Car was returned at milage[redacted] to the facility .Facilty performed diags and informed problem was ignition coil Cyl # 1 and charged us another 122.69. car was returned at 4.48 Pm.We are extremely unhappy about the bad experience we had at your Nissan facility as car problem in the first instance was diagnosed wrong and then with out proper checking car was released to a young driver who was helpless 20 miles on the expressway after the repair and then adding insult to injury we were charged again. would like a refund for first repair as I am convinced sensors first replaced were not defective. ( this was confirmed by another facility). Also Dealer should provide a tow if the vehicle was not properly repaired. It was the same problem the engine stalled.Desired Settlement: Refund for the first repair.

Business

Response:

Date: 8/21/13

On July 30, 2013 the 05 Altima was brought in for service with [redacted] miles on the odometer. The vehicle was put in the shop at 7:39 am and scanned for codes. It had only the crank sensor code in the system as a history code (which is very often the case in this model); the main concern caused by this code is an intermittent stall or extended crank while starting. We presented the repair with a cost of 447.86 and the customer agreed to have it done. The crank and cam sensor were replaced and an ecu reprogram was performed, these repairs were completed and the customer left the dealer at 10:25am.

At 1:57pm the vehicle came back with an odometer reading of [redacted]. During this visit the technician found a misfire code and an injector control circuit code stored. The symptom of this code is an engine misfire which most customers describe as a shaking or running rough. Although this a completely different concern then the stalling condition previously repaired we decided we would install the coil for free if the customer paid for the part. The customer agreed and we Installed the coil, road tested the vehicle and returned it to the customer.

Service manager attempted to call the customer on 8/15@1:31pm on the [redacted] phone number and no voice mail was available. I then sent an e-mail to [redacted] at 2:13pm on 8/15/13. As of 8/21/13 this e-mail was not answered.

The above was writtten by my Service Manager in [redacted], [redacted]. He can be reached at ###-###-####. If you would like to speak to me, please call me at ###-###-####. Thanks, [redacted]

Business

Response:

I am confused. We mailed a check for $189.54 to the [redacted] at [redacted], [redacted] on Sept 25,2013. The check was made out to [redacted] as the owner of the vehicle in our records. The check was cashed on Sept 30,2013. I attach both the check we sent and the proof it was cashed. Any questions, my office number is ###-###-####. Thank You, [redacted]

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

Regards,

[redacted] & [redacted]

Review: I was looking to lease a Nissan Rogue. I was contacted by JR B[redacted] advising me that they have a lease special for $189 per month, and that I should make an appointment to come and test drive it. I asked her if there would be anything in addition to $189 per month that would be due at signing of the lease. I was told there will be "sales tax and motor vehicles". Just to be sure I replied back asking her that the additional fee be approximately $1000. She replied back with an affirmative yes, and asked me when I was able to come in. I still was skeptical, so I called her just to be sure, and was told that yes this is the deal.

Imagine my surprise when I was told by the salesperson named Rick, that $1000 I was quoted is actually going to be $3,900. After I asked how did $1000 became $3,900 I was told that it was simply to get me in the door, and that deal does not exist. I asked for the manager, and was told by Nick C[redacted] (sales manager) the same thing. This was simply to get me to come in. I told him I'm going to complain to Revdex.com, he replied that I can complained all I want and there is nothing Revdex.com is going to do to him. This made me fill powerless. I hope Revdex.com can stop this type of fall advertising.Desired Settlement: The business should be penalized for falls advertisement.

Business

Response:

We explained to customer that JR was mistaken. We explained to him that he should have spoken to a sales associate to discuss all the fees. Nick spoke to customer and explained the error and that we would try to help and rectify the issue. There was never a statement from Nick that is was just to get the customer in. Customer was told that we could not make the deal with just $1000 paid upfront. Customer stated that he knew that the deal was to good to be true but wanted to come in anyway. Sometimes people or dealerships can make errors, it happens. We would like nothing more than to sell [redacted] a new vehicle. We would be willing to enhance the deal for him to try to make him a satisfied customer. If there is something we can do please call or email us directly.Thank You and Happy Holidays....

Consumer

Response:

Review: [redacted]

I am rejecting this response because: I asked to confirm the quote by the email and was told that this is the price I will get. I have an email in writing. And I also spoke to the person JR and asked her if the price in the email is the correct price and was told yes.

Regards,

Review: I leased a new 2015 Pathfinder SL Tech from this dealer on January 10th, 2015. While negotiating the price of the vehicle, we had come to an agreement that the dealer will install a Dual DVD Head restraint entertainment system and roof rails inclusive in the deal, however, the accessories weren't in stock and would had to be installed a week later. After the accessories were installed, I found out that Dual DVD Head restraint is an aftermarket product rather than a Nissan product while the roof rail was Nissan product. The installed DVD monitors do not function the same way as was perceived by me in Nissan's website and advertisements, and the installed DVD monitors do not match the rest of interior of the car and hence spoils both functionality and look. Upon taking up the matter with the dealership, I was told that the deal was originally done with an aftermarket product, however, they accepted that it was their fault of not informing me of the same. Note that roof rails installed were Nissan, however, strange. They refuse to install Nissan DVD monitors, and asked me to pay extra $1000 to get that instead. They are offering to match the color of the head restraint with the rest of the seat and claiming that the installed product should behave just like Nissan product, which is not the case. I had also involved Nissan consumer affairs who could not resolve the case and to them dealership told that if I paid $800 extra they would install Nissan DVD monitors, something is really fishy here. Besides they are trickingame to pay extra for something which I was already tricked into believing that I had already paid for. This has caused me endless agony and sleepless night. I feel deceived and now I feel stuck with a car which doesn't fit all my requirements for next 35 months. And, since they have accepted that they didn't inform me (withheld information) about the product being aftermarket at the first place, it's their responsibility to mend it.Desired Settlement: I want Nissan Dual DVD Head restraint to be installed instead of an aftermarket product which does not fit color, texture or functionality wise at all. It's a fault on their part to not have me informed that product they would install will be aftermarket product. For any new purchase, it's implicit that when a customer asks accessories, that are advertised in manufacturer's website , to be installed, they are original OEM accessories which are installed.

Business

Response:

The customer has been contacted. The dealership issued the customer a refund for the DVD system and we offered him to keep the unit as well. He should be receiving the check within the next few days.There is an issue with a rattle which service is going to contact to repair that issue. Customer agreed and seemed satisfied with this arrangement. ?

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. However, I'll still want this to be open until actual resolution takes place as promised by Pine Belt. Please note too, that in addition to the rattle with the headrest, they have also promised to match headrest's color with the rest of the seat.

Regards,

Review: This is my third lease with this dealership and I never had a problem until now. On Sunday, January 25th, I was on 287 when my 2014 Nissan Rogue just shut off without a warning. The suv was towed to them on Monday when it was discovered that it was the fuel pump. The keys were given to the assistant service manager before their service department closed due to snow. When I called the next day, the manager told me there was no one in to look at the vehicle and because the suv wasn't checked in on Monday that they wouldn't look at it until Thursday. I was not happy because I received a text from [redacted] that the suv was there before they closed on Monday. I then called the dealership in Toms River to see if they could look at the vehicle. They put me through with a manager in Toms River and the next thing you know Keyport called me back and said they would have my suv on the lift to see what was wrong. When I spoke with the service manager I explained to him that the suv was in an accident on October 3, 2014 and had major rear view damage and they had to fix the fuel line because it wasn't registering the fuel at this time. I wanted them to be certain that the suv turned off because of malfunction not because of the accident. I did not feel comfortable after the accident getting in the vehicle and now I really don't feel comfortable getting back in it when it just shut off on a major highway without warning. They fixed the suv because it was under warranty. The suv is still sitting there because I do not feel comfortable getting back in this suv especially since I drive small children in the vehicle and got lucky that they weren't there when I broke down. I want to get out of the lease and into a new lease with this company but they weren't able to work with me. They also couldn't provide me with a loaner even though they are still getting my payments on the vehicle. I just thought being a third time loyal customer they would work with me and they haven't.Desired Settlement: I would like to get out of this lease and into a new vehicle with the money I put down on the vehicle.

Business

Response:

Tell us why here...On Monday 1/26/2015 a 2014 Nissan Rouge leased to [redacted] vin [redacted] was towed into Pine Belt Nissan of Toms River. On this day, the service department closed early due to the approaching snow storm. The service manager was still in the dealership as well as some maintenance employees to accept the vehicle. The vehicle was pulled into the shop right then with a crank no start condition. The following day the dealership was closed until Noon with only essential personnel present to answer phones and plow the property. The Governor called a state of emergency in NJ during this period on 01/27/2015, so asking the entire staff to come in was not an option. When the technicians came in, [redacted] vehicle was diagnosed as a faulty fuel pump and the part was placed on order. An insurance adjuster from her insurance company came to the dealership to inspect the fuel pump. The pump had no physical damage associated with it so failure from the accident could not be confirmed. The fuel pump as installed and the vehicle was road tested to verify the repair. The repair was covered under Nissan's manufacturer warranty with no cost to [redacted] She was called and informed the vehicle was ready for pickup on 01/30/2015. [redacted] has refused to pick up the vehicle since then. My service manager spoke to her today and we are going to deliver the vehicle to her house tomorrow. [redacted] filed a vehicle complaint with Nissan North America asking for a repurchase, which was denied. Our Sales department attempted to assist, but was unable to meet the requirements set by the customer. She has had the vehicle less than a year with a three year contract. If there is any further action required due to the integrity of the vehicle due to the collision, it should respectfully come from her insurance company or the body shop that fixed it.

Consumer

Response:

Review: [redacted]

I am rejecting this response because:I'm responding in regards to the response from Keyport Nissan. I'm still not happy with the service I received let alone the response from them. My suv was never towed to Toms River like it stating in their response, it was towed to Keyport. I spoke with them on Tuesday 1/27/15 around eleven am and they told me it was not checked in before they left for the storm yesterday and that no one will be able to look at until Thursday. I spoke with the tow truck driver and he said he gave the keys to the service manager. I also still have the text message from [redacted] stating that the tow was complete and it was left at Keyport before they closed for the storm. It wasn't until I called Toms River Nissan to see if they were open and if [redacted] would tow it there would they look at it. After I spoke with a manager in Toms River he said he'd call Keyport and call me back. That's when all of a sudden Keyport now had someone there to look at it instead of me having it towed Toms River. They called back and said it was the fuel line and I said that I called my insurance company to have them come out and look at it because I was in a car accident in October where the fuel line was affected. The insurance company nor Nissan could say if it was directly affected from the accident but since it was under warranty they fixed. I never signed anything or gave my consent to fix. I got a call that Friday that my suv was ready to be picked up. I told them that I contacted Nissan Corp because I did not feel comfortable getting into a vehicle that could just shut off on a major highway. They were ok with that and didn't call me until two weeks later to pick it up again. I never refused to pick up the suv and when they called again I told them that I was finding out if [redacted] would tow it to my house because I did not feel comfortable driving it. They said ok again. [redacted] would not deliver the vehicle so I called my insurance company and they told me that they could do it but I would have to submit a claim to be reimbursed. With that I called Nissan and told them my situation and that a tow truck would pick it up on Thursday. [redacted], the service manager then said let me see if I can get someone to deliver you the vehicle. Never once did they say they would deliver the vehicle it wasn't until you, the Revdex.com contacted them with my letter did they try to help. Also I never got a call back that they were delivering it, I read it in the response to my letter to you. After dealing with dealership for many years I'm disappointed and would never recommend it to anyone. The lies and miscommunication are unacceptable.

Regards,