Raceway Nissan

Initial Business Response / [redacted] (1000, 10, 2015/11/02) */ I apologize for the misunderstanding after investigating the matter with our business development department when you and/or your father called in the vehicle was availableThis was a weekend advertisement which in the industry we call a loss leader there aren't that many vehicles that we sell for $but every now and then we are able to provide a vehicle of this value for our customers, and at $they are a steal and sell quicklyThat weekend we had over phone calls for that vehicle and unfortunately when you arrived after your initial phone call about an hour previous the vehicle had been soldAfter speaking with [redacted] about this situation he feels truly sorry and regretful that you left feeling the way you did and wasn't aware of your frustration but understood your father was disabled so he tried to make it as convenient as possible for your family when you arrived by trying to provide comfort while he looked for the vehicle and since the vehicle had just been sold by one of out other consultants he wasn't aware until he went to go look for the vehicle and had [redacted] attend to you and your family while he did this and was told [redacted] to assist you in the process and make you feel comfortableWhen [redacted] realized the vehicle had been sold he gave [redacted] a list of comparable vehicle ranging from $2,to $5,to see if those would work for you and your family [redacted] was under the impression that [redacted] had expressed what had happened in regards to the 4-Runner but now realizes there was a misunderstanding in that regardsWe understand that we all have a budget and sincerely apologize for your ordeal and misunderstanding but I have advised my management staff to contact you when we come across another $vehicle before advertising it to the public and hold it for you and see if it is of interest for youPlease accept my apologies on behalf of Raceway Nissan

The customer was contacted by Raceway Nissan did assist the customer in making a purchase During our attempt to get his contract purchased by the lender we found out that the lender requested a larger equity position from the customer We exercised our right to rescind the contract and use the opportunity to offer the customer new terms or to get out of the contract At this point the customer wished to move forward and we rewrote the contract to the lenders guidelines The customer was notified by Raceway Nissan who his new lender was and was contacted by the lender as well over the phone The welcome call from the lender is a practice this particular lender does once accepting the contract from the selling dealer We were notified by the lender approximately months after the customers’ rewritten contract that the customer defaulted on the 1st and 2nd payment and subsequently Raceway Nissan had to repurchase the contract back from the lender due to the customer defaulting on his payment Once the contract was repurchased and after making every effort to assist this customer we had no other choice but to take position of his vehicle and not return his down payment due to breach of contract and the loss taken from having to repurchase his contract from the lender Finally, during the transactions in every instance including the original and rewriting process the customer is given a language acknowledgement form which confirms that they received a contract in their spoken language and a non-executable contract is printed for the customer to review prior to the customer signing the executable contractRaceway Nissan practices compliant automotive sales and follows all rules, policies and laws regarding the sale and lease of vehicles We always strive to make sure every customers is happy and satisfied with their purchasing experience at Raceway NissanWe understand the frustration and hardship this client experienced based on his actions and the events which he had control over and decisions he madeWe are saddened that we have lost this client due to the extenuating circumstances which for whatever reason he could not make his payments We wish the best for him going forwardWe consider the matter closed

Initial Business Response / [redacted] (1000, 5, 2015/05/04) */ We did deliver the check back to customerShe thought it was something we cancel our self and refundThe timeline was reset and customer was refunded what was owed Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/05/05) */ (The consumer indicated he/she DID NOT accept the response from the business.) Although I appreciate their response, I don't understand how they know what I "thought"I was barely able to speak to anyone for a week and when I finally did, I finally got some answersA check was received but another one is expected as I have not been fully paid, what is owed to me (as stated in company's response Final Consumer Response / [redacted] (2000, 10, 2015/05/18) */ Hello and thank you for following upAs of May 9, I have received all of my refund owedI called the business on May and was told the last check was mailed out on May Check was received on May

Initial Business Response / [redacted] (1000, 5, 2016/05/06) */ We have since contacted this customer and resolved his concern and he purchased a more expensive Altima for the same advertised price from our dealership. The vehicle in question was in fact sold by our Internet Department and they had not taken... delivery until Sunday as it was a surprise for their family member and left a deposit and signed all documents. Vehicle was delivered on Sunday but that is why the vehicle was parked in back and the key showed sold in the key system. Either way we called customer and made sure we resolved this concern for him without getting to much into detail about the circumstance that led to his conclusion of what happened. That is why the vehicle in ad that he saw was no longer for sale after Sunday as it was sold and delivered as previously stated and new vehicles and stock numbers were updated for the following week. Initial Consumer Rebuttal / [redacted] (2000, 7, 2016/05/10) */ (The consumer indicated he/she ACCEPTED the response from the business.) I was in contact with the management of the dealer and they resolved the issue.

Initial Business Response / [redacted] (1000, 5, 2015/05/04) */ REACHED OUT TO THE CUSTOMER IS WAS A UNDERSTANDING

Initial Business Response / [redacted] (1000, 6, 2015/09/15) */ Contact Name and Title: [redacted] Contact Phone: XXX-XXX-XXXX Contact Email: [redacted] @pedderautogroup.com I have left a message of apology on this customer's phone. I have also committed to the customer that Raceway Nissan will honor the... advertised price on the identical model from our inventory. I have just now sent this message and a copy of the compliant to [redacted] the General Manager of Raceway Nissan with the proper instructions. I expect that this customer will hear from Mr. [redacted] sometime today.

Initial Business Response /* (1000, 5, 2016/03/31) */
Contact Name and Title: *** ***
Contact Phone: (XXX) XXX-XXXX
Contact Email: ***@Racewaynissan.Com
In regards to the emails that the customer is receiving he can unsubscribe by just clicking the unsubscribe button at the bottom of
the email which clearly states it at the bottom of the email that if he would no longer wish to receive anymore promotional material that he can do so by unsubscribing and clicking that buttonWhich leads me to the advertised loss leaders that he has an issue with that we sell weekly, on the average we lose around $3,on each vehicle on these vehicles every weekend and we even clearly state that the additional accessories are charged separately on the ad as it seems as though the customer did not read the whole material in both situations and is upset and I can understand that however even with the additional accessories that we add to all our vehicles not just the advertised vehicles we are still losing money on these vehicles that we have advertised and do not try to bait and switch as if the vehicles are there we sell themI understand the customers frustration but we do not hide anything from anyone and when people call in we answer everyone's questionsWe don't say the vehicle is sold when it isn't and we don't tell people that there aren't any accessories either or lieI understand the customer might have misinterpreted the advertisement but it's clearly stated and we are very informativeAlso my doors are always open to any customer who has an issue and I also have a dedicated customer service agent to make sure we take care of all our customers whether they purchase or not and invite everyone to contact me
Initial Consumer Rebuttal /* (3000, 7, 2016/03/31) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I have unsubscribe several times they keep coming in my case the ad read a price with no mention of ad on of dollars when I called I asked for the out the door price they said the sales price plus tax and license I said about 11k or so they said sounds right I shoes up the price was over 14k I took their word for it it's okay I spent my money elsewhere and will never go to raceway again
Final Business Response /* (4000, 9, 2016/04/01) */
If you'd like to come down we can go over everything line by line and even show you the adIf you'd like to bring your contract where you spent your money elsewhere we can even show you if it was on the same vehicle how our vehicle was still cheaper then what you probably paid if not we will be glad to offer you free oil change maintenance for years
Final Consumer Response /* (4200, 11, 2016/04/09) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I will not deal with you any furtherI am not going to come down and leave upset because of all the pressure sales techniquesThat is why I asked for an out the door price when I dealt with the internet sales departmentI am done with your dealership

Initial Business Response /* (1000, 5, 2015/05/04) */
We did have a meeting she did come in during and we were quite busyI did not have any idea she was here waitingWhen I did hear she was I went and explained the contract offered to cancel anything she wantedIt was with the price from her
comparing to Enterprise Car SalesI offered to fix anything we could within reason
Initial Consumer Rebuttal /* (3000, 7, 2015/05/05) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The response is not accurateIt was very well known I was onsite waiting as numerous associates went into the managers office to check the status of when the meeting was going to startThe GM *** *** who promise me over the phone to attend this meeting was not present until I asked Miguel the gentlemen in contracts to get him for the fourth timeIt took four times to finally get the GM Mike to attend and was in for minuites stating he could take everything off which was not the verbal agreement of the saleThe agreement was everything included gap, warranty and taxes out the doorI was not even going to purchase this vehicle after a gender/racial profile the Sales Manager *** *** made towards meI was told during purchase by *** *** to sit down and breath as he would talk to *** *** came back and stated Congradulations as have the car at $15,out the door*** even came up saying I owed him a drink for getting him to caveThe verbal agreement does not reflect purchase priceAs I said to GM *** within five minutes of seeing him that I want the verbal agreement upheld*** *** quickly came in and said they could not do anything since *** *** the sale rep was out of office for the dayI even stated at the meeting to give the car back as this is out of hand
I have spoken with *** *** who states he is trying to correct it but he's needing management
I have contacted Nissan North America who has contacted the dealership and myself promising *** would call me to fix it, but *** never has
I have evidence of management team lying over and over with zero follow thru

Complaint: The customer complained and accused Raceway Nissan for honoring her preapproval through *** *** *** ***. The fact is that the customer did receive information from our sales department then our finance department about one of the advantages of financing with NMAC rather
than her credit union. She was explained that financing through NMAC would allow her to get an additional $rebate which was only available while financing through NMAC. The customer agreed in finance that she wanted to take this option. Resolution: As stated by the customer she did come back in with her check, we restated our position and found the customer was unhappy with this upon her return we then decided to as company to accommodate her request and charged the additional $rebate which she no longer qualified for to our bottom line. We take customer service very serious at Raceway Nissan and want to make sure that we consider all avenues while resolving our customer’s issues. We also allowed our customer to take advantage of some accessories free of charge for any inconvenience we might have caused her We consider this case closed

Initial Business Response /* (1000, 8, 2016/08/01) */
After review of this customer's claim, and the circumstances surrounding this transaction, Raceway Nissan has decided to eliminate any confusion by inviting this customer to the dealership to rewrite the customer's purchase contractOur
good-faith effort will include offering this customer the opportunity to purchase any optional equipment at a reduced price, or the customer may decline the purchase of any optional equipment and the Sales contract will be adjusted accordingly
Initial Consumer Rebuttal /* (2000, 10, 2016/08/07) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I was invited back to Raceway Nissan to discuss the misunderstanding*** *** the new vehicle sales manager was there to greet me and was extremely courteous and friendlyHe treated my wife and I like family members.He had had one of his staff members who was very professional and polite, explain the benefits of the Karr anti-theft package to meGregg then offered my wife and I a very steep discount off of the price of the Karr package and the wheel lock options and through in the nitrogen filled tires for free and refunded most of the price of the optional aftermarket fees do to the misunderstandingHe told me that he was having the sales staff retrained to prevent any misunderstandings with any future customersI had a very wonderful experience and was very impressed with the dealershipI would definitely purchase my next new vehicle from Raceway Nissan and I would recommend them to my friends and family

Initial Business Response /* (1000, 5, 2016/02/25) */
Revdex.com,
We have made all reasonable effort to accommodate this customerAs the complaint states, Raceway Nissan has already extended good-faith by exchanging the New Nissan Sentra for a New AltimaAt this point, we will make no
further exchanges
AS the customer states, this appears to possibly be a product situationPlease direct the customer to NISSAN NORTH AMERICA CUSTOMER SERVICE X-XXX-XXX-XXXX for any additional review of this customer's complaint
Thank You,
Raceway Nissan
Initial Consumer Rebuttal /* (3000, 7, 2016/03/05) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I took the car back on 03/04/to have it checked for the swayingThis was the initially problem along with a clunking sound (they said the swaying was just from the tires)The guy at the service department argued that wasn't why we took it in the first time since he didn't document itI also had concerns as to when the car comes to a quick stop it flutters as if it's going to turn offThe raddling of the door was brought up, along with the back light not being sealed correctlyI told them the rug under the driver seat was torn and when they fixed the rack and pinion the steering wheel wasn't replaced straightEverything I wanted to have checked on the vehicle, there was a rebuttal as to why it was normalI went with on a ride with one of their service guys and again I get "it fine its fine" also "the door raddles because you must be listing to the radio to loud"It's so frustrating because this isn't our first carBetween the two of us we have owned about five cars, none which had problemsI would like to be taken seriously with these mattersAgain I have two children and I fear driving in this car with them
Final Business Response /* (4000, 9, 2016/03/08) */
We had customer road test vehicle with a technician but were not able to duplicate symptomsthe best I can recommend at this point is to contact Nissan North America X(XXX)XXX-XXXX

Hi ***, Looks like this complaint was taken care of alreadyShe received her refundDo I need to contact this customer or is that on your side? Thanks for your help, *** *** Owner Loyalty Manager Raceway Nissan Direct line: ###-###-#### Store#: ###-###-####

Final Consumer Response /* (2000, 5, 2016/08/09) */
I would like to remove my claim, after talking to the dealership, a made them realized that what they were doing I wasn't right, they end up selling me the vehicle for the price that it was posted.
Thanks

The customer was contacted by Raceway Nissan did assist the customer in making a purchase.  During our attempt to get his contract purchased by the lender we found out that the lender requested a larger equity position from the customer.  We exercised our right to rescind the contract and...

use the opportunity to offer the customer new terms or to get out of the contract.  At this point the customer wished to move forward and we rewrote the contract to the lenders guidelines.  The customer was notified by Raceway Nissan who his new lender was and was contacted by the lender as well over the phone.  The welcome call from the lender is a normal practice this particular lender does once accepting the contract from the selling dealer.  We were notified by the lender approximately 3 months after the customers’ rewritten contract that the customer defaulted on the 1st and 2nd payment and subsequently Raceway Nissan had to repurchase the contract back from the lender due to the customer defaulting on his payment.  Once the contract was repurchased and after making every effort to assist this customer we had no other choice but to take position of his vehicle and not return his down payment due to breach of contract and the loss taken from having to repurchase his contract from the lender.  Finally, during the transactions in every instance including the original and rewriting process the customer is given a language acknowledgement form which confirms that they received a contract in their spoken language and a non-executable contract is printed for the customer to review prior to the customer signing the executable contract. Raceway Nissan practices compliant automotive sales and follows all rules, policies and laws regarding the sale and lease of vehicles.  We always strive to make sure every customers is happy and satisfied with their purchasing experience at Raceway Nissan. We understand the frustration and hardship this client experienced based on his actions and the events which he had control over and decisions he made. We are saddened that we have lost this client due to the extenuating circumstances which for whatever reason he could not make his payments.  We wish the best for him going forward. We consider the matter closed.

Initial Business Response /* (1000, 10, 2015/11/02) */
I apologize for the misunderstanding after investigating the matter with our business development department when you and/or your father called in the vehicle was available. This was a weekend advertisement which in the industry we call a loss...

leader there aren't that many vehicles that we sell for $998 but every now and then we are able to provide a vehicle of this value for our customers, and at $998 they are a steal and sell quickly. That weekend we had over 200 phone calls for that vehicle and unfortunately when you arrived after your initial phone call about an hour previous the vehicle had been sold. After speaking with [redacted] about this situation he feels truly sorry and regretful that you left feeling the way you did and wasn't aware of your frustration but understood your father was disabled so he tried to make it as convenient as possible for your family when you arrived by trying to provide comfort while he looked for the vehicle and since the vehicle had just been sold by one of out other consultants he wasn't aware until he went to go look for the vehicle and had [redacted] attend to you and your family while he did this and was told [redacted] to assist you in the process and make you feel comfortable. When [redacted] realized the vehicle had been sold he gave [redacted] a list of comparable vehicle ranging from $2,998.00 to $5,000.00 to see if those would work for you and your family. [redacted] was under the impression that [redacted] had expressed what had happened in regards to the 4-Runner but now realizes there was a misunderstanding in that regards. We understand that we all have a budget and sincerely apologize for your ordeal and misunderstanding but I have advised my management staff to contact you when we come across another $998 vehicle before advertising it to the public and hold it for you and see if it is of interest for you. Please accept my apologies on behalf of Raceway Nissan.

Initial Business Response /* (1000, 5, 2016/05/06) */
We have since contacted this customer and resolved his concern and he purchased a more expensive Altima for the same advertised price from our dealership. The vehicle in question was in fact sold by our Internet Department and they had not taken...

delivery until Sunday as it was a surprise for their family member and left a deposit and signed all documents. Vehicle was delivered on Sunday but that is why the vehicle was parked in back and the key showed sold in the key system. Either way we called customer and made sure we resolved this concern for him without getting to much into detail about the circumstance that led to his conclusion of what happened. That is why the vehicle in ad that he saw was no longer for sale after Sunday as it was sold and delivered as previously stated and new vehicles and stock numbers were updated for the following week.
Initial Consumer Rebuttal /* (2000, 7, 2016/05/10) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I was in contact with the management of the dealer and they resolved the issue.

Initial Business Response /* (1000, 5, 2015/05/04) */
We did deliver the check back to customer. She thought it was something we cancel our self and refund. The timeline was reset and customer was refunded what was owed.
Initial Consumer Rebuttal /* (3000, 7, 2015/05/05) */
(The consumer...

indicated he/she DID NOT accept the response from the business.)
Although I appreciate their response, I don't understand how they know what I "thought". I was barely able to speak to anyone for a week and when I finally did, I finally got some answers. A check was received but another one is expected as I have not been fully paid, what is owed to me (as stated in company's response.
Final Consumer Response /* (2000, 10, 2015/05/18) */
Hello and thank you for following up. As of May 9, I have received all of my refund owed. I called the business on May 8 and was told the last check was mailed out on May 6. Check was received on May 9.

Initial Business Response /* (1000, 5, 2015/05/04) */
REACHED OUT TO THE CUSTOMER IS WAS A UNDERSTANDING.

Initial Business Response /* (1000, 6, 2015/09/15) */
Contact Name and Title: [redacted]
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@pedderautogroup.com
I have left a message of apology on this customer's phone. I have also committed to the customer that Raceway Nissan will honor the...

advertised price on the identical model from our inventory. I have just now sent this message and a copy of the compliant to [redacted] the General Manager of Raceway Nissan with the proper instructions.
I expect that this customer will hear from Mr. [redacted] sometime today.