Pohanka Nissan and Hyundai

Review: My vehicle went in for repair on July 8th. The dealership took 2.5 weeks to make a diagnosis of a bad computer. It was a full 5 more days until the part was replaced. Throughout the process they were uncommunicative. I was told I could pick up the vehicle and did so on July 28th. The vehicle was running worse than ever. They told me it would need additional repair but iI could drive it home. The vehicle was unsafe to drive, and after a dangerous two miles, I was forced to have it towed.

It was towed to a different, auto repair shop. They told me the dealer seemed to have put a computer with a different part number in. The vehicle went back to the dealer on July 29th. The dealer has not diagnosed the problem and is being extremely unresponsive.

I asked to speak with the general manager on August 10 and was told he would call me today. He did not. I spoke with the service department manager today and was told I would be contacted with details today. I called just before the service department closed and was told the service employee had gone home for the day.

The dealership has had my vehicle for over a month. I have already paid them $1542 and would love to pay them for their time and future repairs if they would only fix my vehicle. I have called almost daily, and have received extremely poor customer service.Desired Settlement: I want the dealership to repair my vehicle or pay to have it towed to a dealership who can.

Business

Response:

I have spoken with Mr. [redacted] on this concern.The vehicle was brought into the dealership on 7-8-2016. We found the van had 11 different codes ion the system, and the ECM did not provide proper data. We did notice the van had prior work done and items had been disconnected. Additional time would be needed, we attempted to contact the customer on 7-12-2016 we were aware the phone number we were using was not the best number to speak to the customer. on 7-15-2016 the customer was updated. 7-19-2016 After additional testing we diagnosed an ECM failure, and a new ECM was necessary to begin correction of the van, but based on its condition we were unable to know more until that item was resolved. On 7-21-2016 the ECM replacement was authorized with the understanding we believe there could be other concerns. On 7-26-2016 we installed the ECM and contacted the customer. After the ECM install was completed. At that time we cleared the codes and found 2 coming back for circuit in the transmission and a multiple misfire code in the engine. at that point we recommended the vehicle not be driven and additional time be spent to look at the vehicle. The customer declined and took the vehicle. The receipt clearly mentions these items. When the vehicle was brought back we discovered the vehicle had a misfire in CYLs 4 5 and 6. The coil packs to these Cylinders have failed and we believe the Catalytic converters are in need of replacement as well. While we understand the customers concerns. We have been in contact with the customer and have shared our concerns. While we could have possibly been faster, we did provide diagnostic services on the vehicle. After speaking to the customer he requested we halt service on the car and allow him to go to a different dealership. Tim

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 have spoken with the GM of the dealership. While the details offered in the response are somewhat accurate, they were not complete. I was told the vehicle would be ready for pick-up several times, but when I called for an update, I was told the work had not been completed. My issue is less with the work the dealer performed, and more with the lack of communication and poor setting of expectations throughout the process. The GM himself never apologized for having my vehicle for over six calendar weeks without any diagnosis of issues. When I was told I could pick up the vehicle after the ECM was replaced, I was told that the vehicle was running, but "poorly." I was told that I should "get the van checked out sooner than later." Jon, service tech, told me this directly. The receipt may say that I was advised not to drive the vehicle, but this was not relayed to me as I got into the car. I should have been told that it was not safe for the vehicle to be driven. Because of the poor service I received, I had the vehicle towed to another dealership and paid for the additional troubleshooting (which I'm not sure was even started until the day I filed the Revdex.com complaint). So, after over 30 days of not having use of the vehicle, I paid over $1800 for repairs. Other than putting in the $750 ECM, I am not sure they even did any work on the car.

Review: I purchased my vehicle based on what is advertised online. I test drove the [redacted] and the sales person did not go over the sticker. The car I test drove is not the car I purchased on 7/8/2016. I drove my car over the weekend & found that a feature that is on the sticker "NissanConnect" basic package did not work. I returned the car on Sunday, July 10 to the dealershp and we could not get it to work. Also found that [redacted] Radio was not on the car. The sales person said it did not come with it because it was not on the sticker. If you go to NissanConnect, which the sticker tells you to, you found that all NissanConnect packages came with [redacted] Radio installed. I returned the car on 7/11/2016 to service per Tim P[redacted] and Andrea (Serv. Mgr) to have the radio removed to order a new one. The service tech advised that [redacted] Radio would have to be installed at the factory, so the radio was put back in and Andrea said they would call me to resolve the issue after she spoke with a person named Tom who worked for the company and he advised the radio would not fix the issue of not having [redacted] Radio in the car and that it was needed to use NissanConnect.. By 7/14 I had not heard from anyone, amd I replied to an email describing the issue and approx 10 minutes later the Sales Rep called and said they would be swapping the car and I would be hearing from them that afternoon or on 7/15 in the am. By 12:10 pm on 7/15 I had not heard anything. I replied again to the email and called Andrea, who was not in and my sales person was not there. Approx 2 hours later the Sales Rep called to find out what color car I wanted to have swapped with. She said it did not come with [redacted] either. On 7/16 I called Nissan's tech support and Consumer Relations. The abitrator specialist researched for a day and adv it was a mistake on the website and they would give me 500.00 for the mishap or put an external [redacted] Radio in. I have called him three time with no responsDesired Settlement: I would like the car upgraded to the [redacted] Radio Car or to be able to purchase the [redacted] with incentives that make the car less to purchase now than mine was and includes [redacted] radio at no cost to me.

Business

Response:

the customer was upgraded to a [redacted].

Review: I saw a vehicle advertised online [redacted] as a certified pre-owned vehicle. Pohanka advertises their points which constitute a certified pre-owned vehicle (150 point inspection, etc). I went in for a test drive. I applied for financing for the vehicle and traded in my vehicle. Upon completion of the financing application, I was told about an open recall. The salesperson ([redacted]) did not seem to be alarmed about the recall on the Ignition Switch and called a local GM dealer to set up a parts order. After researching the GM website, I found that there have been 13 fatalities and other injuries due to the faulty ignition switch. The ignition switch fails, brakes go out, power steering goes out and airbags do not deploy upon crash impact.

The sales person did not know the severity of the recall. Why the dealership offered a faulty vehicle for sale as a certified vehicle is very alarming.

In addition, after driving the car for a few days, I noticed significant shaking in the steering wheel/vibration when braking from 45mph or above. I took it to a mechanic and found that the brake rotors were warped on the front passenger side. I was also told that the two rear tires were significantly lower on tread than the two front tires (something that I had not noticed during the test drive).

I also discovered that the keyless remotes (2) did not lock the doors properly.

I returned the vehicle and explained the rotor, keyless entry and tire issues and was told it would be taken care of. I went to pick up the vehicle and the service advisor had left a message that the rotors were turned (not replaced), new brake pads were installed, and the tires would not be replaced as they had passed inspection in April. New transmitters are on order for the keyless entry remotes.

Again, I s/w the used car manager, [redacted], explained my concern for the recall and told him I wanted a different vehicle or my traded vehicle back. He said he wanted to get me into a car I was comfortable and happy with and to keep the loaner car 1 more night and he would call me on 6/5/14 when he had looked at my paperwork. The salesperson,[redacted] called me at 3:22pm to see when I was coming in - and that I was given the option of trading the HHR for a [redacted].Desired Settlement: Since the car was faulty and in need of other repair, I would like an additional discount on the purchase price of the vehicle in the amount of $2,500.00, as I feel I am being put at a very high risk of injury, and potentially death if the vehicle experiences ignition switch issues before the parts are available to repair the defect. Additionally, the brake rotors and tires will need to be replaced in 6-12 months, which should not be the case with a CERTIFIED PRE-OWNED VEHICLE. Otherwise, I want to cancel the deal and purchase my traded vehicle back for the $8,000.00 trade in allowance Pohanka gave me on it.

Consumer

Response:

The customer reached out to the Revdex.com to state that this complaint has been resolved by the business.

Review: Back on March 4th, my wife and I bought a used vehicle from the Pohanka dealership. It was a [redacted]; my buying experience was great! Chris was very helpful in answering all of our questions and he moved quickly which kept the process moving along nicely. Initially, the finance experience we encountered was good. Matt H[redacted] worked with us, he and his lending institutions and did their best to meet our numbers. When it came time to register the vehicle, I was unsure of some information, so we were issued temporary tags and told once I got what was needed, Matt would complete the process.

The very next day, March 5th. I e-mailed Mr. H[redacted] the information he would need to complete our transaction. On that Monday (3/7) Mr. H[redacted] spoke with my wife via telephone and assured her that we were good and he would mail us our registration paperwork. We then went eight (8) days, and never received anything. I called Pohanka on 3/15 and left a message on Mr. H[redacted]' voicemail. No call was ever returned. My wife the followed-up that Friday (3/18) and left another voicemail. She was informed that he was out of the office that day. Again, this past Monday, (3/21) I stopped by Pohanka and spoke to Mr. H[redacted] face-to-face about this. He recalled our transaction and took all of my information (name, number, e-mail, license plate number, etc.) and assured me that this issue would be resolved that night.

I am quickly approaching the 30 day expiration of my temporary tags. I have reached out to the dealership four times and have not gotten any resolution. As a customer, I find this lack of response unacceptable!Desired Settlement: I would like a full and complete refund of dealer processing fees. The fact that Pohanka cannot complete a simple electronic DMV transaction and get me the proper documentation within 19 days is outrageous. Furthermore, I would like to have my license plates transferred to the new vehicle in a timely manner, before the 30 day temporary tags expire, and I have no desire to go back to the dealership. Both of these requests can be completed via e-mail and the Postal Service.

Business

Response:

The customers tags were issued to him, with a date 3/25/2016. a delay occurred due to the customer requesting a transfer of tags that were not with the customer at the time of sale. Once those tags were received, the process occurred normally.

Review: Failure to repair my vehicle under warranty. Was told when they sold the car that I would get bumper to bumper coverage for 60,000 miles, and road side assistance for 5 years. Then I was told they advertised the MPG incorrectly and that I would get MPG reimbursement from [redacted].The repair department instead insists that the seat belt damage to the back left passenger seat was my fault, and the technician's description of how he believes it to be done was just incorrect.They will not fix the trunk release, that has fallen off the back of the upper part of the inside of the trunk - which is a covered part. I have asked them twice. The repair guy says, oh you just hook it up here...if thats the case, why does it keep falling down.'I came in for an inspection and oil change and it - took 2.5 hours, only for them to tell me after they started the work - oh there was an open recall and we are taking care of it. They were worried about the $ they could get from [redacted] for the recall on the head liner, but no to fix the things under warranty that I need done.I was left stranded on the side of the road for 7 hours with a flat tire, and now have to pay for my own towing and labor insurance through [redacted], as [redacted] did not honor the warranty pohanka has used to convince me to buy the car.I have driven 22,000 miles and have not received a cent of the MPG repayment as told I would.[redacted] does not return my calls, and Pohanka Hyundai does not return my calls.Desired Settlement: Take the car back as you will not honor the warranty.

Business

Response:

The customer's seat belt was ordered for replacement under warranty at the time the customer was here.

The mileage concern with [redacted] is a [redacted] corporate matter, his reimbursement was processed and he should receive it soon.

Review: My wife and I purchased a 2012 [redacted] on April 12, 2013. We were led to believe that this vehicle was an AWD and we thought it was until my wife questioned the fact that other [redacted]s that she saw has the letters AWD on the rear of the vehicle and our vehicle didn't have those letters. We contacted the dealership and were told that we could bring this vehicle back and they would get us an AWD but it would be a 2013 and the payment would increase by about $50 per month. We decided to do that and that's when sales mngr [redacted] got involved. It's been about 3 weeks now and all we have gotten is a run around and broken commitments from this individual. The extra price has also increased t $100 per month and now it's over $100 per month. We feel that we have been victims of fraud, deceptive trade practices or something of that sort. The price we originally agreed to pay for this vehicle seemed to be a fair price for an AWD. Now that we know this vehicle doesn't have AWD that price doesn't seem so fair. We traded in a vehicle that was paid off and was given $6000.00 for trade in value. At the very least they should give us our $6000.00 and take this vehicle back. It is NOT what we were told is was. There has to be something illegal about this entire mess.Desired Settlement: We would like to return this vehicle and receive our $6000.00 from our trade in. We wanted to work with this dealership and just pay the extra amount per month to get the 2013 AWD but our dealings with [redacted] have made it impossible for us to do business with this company at any time in the future. That is very depressing for us because we have purchased other vehicles from this company and never had a problem. We also enjoyed working with our saleman [redacted].

Business

Response:

**This customer is currently working with [redacted] to attempt to trade the vehicle in.**

Review: I took my car to Pohanka Nissan in Fredericksburg Va. Because it was making a noise when I turned on my air conditioner and I thought it best to let a [redacted] dealer examine it. My car was misdiagnosed, and I spent $759.98 fixing a problem that had nothing to do this the noise my car was making. I was willing to pay for the part that was installed, but requested that I be refunded the 300.99 labor charge since the part installed was not what my car needed to prevent the awful noise. They adamently refused. They didn't even listen to the car! When I personally took the service man to the car and had him listen they quickly discovered that could be fix and would cost $207. I contacted [redacted] and they agreed with the dealer. In the end I am short $759.00 for a part I didn't need in addition to paying $207 for the part that I did need all because they misdiagnosed the car. Overall...poor customer service from the dealer!Desired Settlement: I would like to be refunded for the $300.99 "labor charge" to install the un-necessary part. I would also like to be refunded in full for the $207.99 part my car actually needed!

Business

Response:

Revdex.com spoke with [redacted] from the company and he stated that they did refund the consumer $200 for the second repair.

Review: Received mailer stating free lottery tickets for stopping by dealership which I did the end of March 2014. [redacted] the salesman checked with the [redacted] who said they were all out and they would mail the tickets to me. I left the flyer with my address but not received the tickets. I have called twice leaving messages with the [redacted] to call me but no call backs or tickets. I feel this is false advertising and may constitute mail fraud.Desired Settlement: Send the tickets per the offer stated on the flyer.

Business

Response:

I have discussed the complaint with the[redacted], the customer will have compensation sent to him.

Thank you.

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: On November 23, 2013 we traded our car, sales #[redacted], with the assumption that our trade in payoff would be $10,840.33. On November 26, 2013, Pohanka Hyundai issued a payoff in the amount of $10,516.33. This is a difference of $324.00 less for the trade in of our car. We expect a refund in the amount of $324.00. We have made several attempts to contact the accounting department to inquire about the refund, but every time we place a call to Pohanka Hyundai, we get dumped into a [redacted] voicemail who never returns our call. As of today, three weeks after our purchase we have not received our refund or return calls.Desired Settlement: I want Pohanka Hyundai to stop holding on to the refund we are entitled to and expect to receive our refund no later than December 20, 2013.

Business

Response:

The customer was contacted via telephone, the payoff was made on November the 27th. Our policy is to wait for the lender to send us the title prior to issuing any payoff. The title was sent to us and the check was sent to the customer and cashed on 12-16-2013

Review: Creaking noise in rear of trunk. They kept car 2 weeks not fixed. Does not get anywhere near the gas mileage advertised.Desired Settlement: total refund of monies. Refund to include money paid for extended warranty.

Business

Response:

We will be glad to look into to noise for the customer. My service director is follow in up.

Review: On March 9, I purchased a 2013 [redacted] from Pohanka and traded in my 2009 [redacted]. When I signed the contract it stated that my payoff amount was $6374.00; however, Pohanka only had to pay 6041.43. The difference was because another payment to [redacted] after the purchase date. My trade in for the vehicle was $7000 and I was originally given a 626.00 credit towards my new vehicle. My credit should have been $958.57. This was a $332.57 difference. I have called then in March to find out what I need to do with matter and I was informed to what 6-8 weeks and I should receive a refund from them. I have called and left messages; however, I have not received any calls back from this dealership.Desired Settlement: I would like to receive my difference of $332.57, which is owed to me based on my contract.

Business

Response:

Hello,

I researched this concern and found we had sent the total amount of the payoff as estimated to [redacted]. We followed up with [redacted], according to their records a check was mailed to the customer in the amount of [redacted] on 3/28/2013. The would not provide us with the mailing address they used and asked the customer call them directly.

I am sorry we couldn't get any more information.