Rairdon's Nissan of Auburn

Complaint: [redacted] I am rejecting this response because: The labor rate at the time of my repairs 17NOVwas $A Nissan Corp Email came down 2DECincreasing the labor rateThis $labor rate is a LIEThere was no written estimate given to me at no time even after I asked for oneGeorge H [redacted] said " You get one after repairs are done." So where is this estimate? Is there a copy you can show? Valve Cover Gasket you say hrs at $120, I was charged $labor, $120x5=$Rear Main Seal I was charged $labor, $120x10=$Water Pump I was charged $labor, $120x8=$This additional work done on water pump I did not requestThe $diagnostic fee waived because I told George H [redacted] what was wrong with my truck there was no need for diagnosticGeorge H [redacted] voluntary the rental car because he saw a opportunity to run up the cost for repairsGeorge H [redacted] is a CON MAN and DISHONESTI will PICKET Auburn Nissan to let everyone know to BEWARE OF THE SERVICE DEPT.Sincerely, [redacted] ***

Customer satisfaction is of paramount importance to Nissan of Auburn and we take great pains to ensure that each customer gets no less than everything they bargained for Accordingly, we were disheartened to learn that Mr [redacted] was not entirely satisfied with his service experience Upon receiving the complaint, we spoke with Mr [redacted] and were able to determine that a simple misunderstanding gave rise to the complaintWe were able to show Mr [redacted] a copy of the service invoice (enclosed) that clearly shows his signature pre-approving the repair at the quoted cost of $plus sales taxWe even allowed Mr [redacted] to bring in his own oil for the service appointment in order to save him moneyAt the time of check-out Mr [redacted] thanked us and appeared happyHe brought no issues to our attention at the time of his service visitOnly after leaving the dealership did he start to express dissatisfaction with the price We sincerely apologize for the confusion and will strive to communicate more clearly in the futureWe thank Mr [redacted] for bringing this to our attention Jay L [redacted] General Manager Nissan of Auburn

We appreciate Mr***’s business and are sorry to learn that he is dissatisfied with the cost to repair is his vehicle Our established labor rate was $per hour at the time of his repair, which is the labor rate we quoted at the time of repair Alldata is utilized to bill labor times, which is an industry standard method for establishing labor on vehicle repairsAthough we do utilize this guide when estimating repair costs, repairs may incur an additional charge should the condition of the vehicle warrant thisA repair estimate was given to Mr [redacted] at the time of repair, to which he agreed The established rate to replace both Valve Cover Gaskets is hours In the case of Mr***’s vehicle, it was found that the seal had been leaking for quite some time, which resulted in additional work being necessary As a result, the job was billed an additional hours The Rear Main seal repair with an Upper Oil Pan Lip Seal is a hour repair as established in Alldata In this case, Mr [redacted] was charged for only hours When the Water Pump was replaced, the Tensioner, Drive Belts, Timing Belt, Thermostat, and Cam Seals were replacedThe established labor time for these repairs is hours In this case, Mr [redacted] was charged for Overall, the job performed for Mr [redacted] was billed at hours rather than 29, saving Mr [redacted] $ In addition, we waived the $diagnostic fee and days of rental totaling $ This reduced Mr***’s out of pocket costs by over one thousand dollarsWe do sincerely appreciate Mr***’s business, and apologize if these savings were not more accurately explained to him

The contract was approved as writtenNo additional signatures or stipulations were required Based on the pictures attached by the customer, the contract was identical to the one already signed by her If the customer had made a request for a copy of the contract, it would have been mailed as happened in this case We would be happy to give her a fair trade value if she would like to return and purchase a vehicle

We have a check here for Mr [redacted] in the amount he requested ($180.80), he needs to stop by and see George H***

Complaint: [redacted] I am rejecting this response because: UnsatisfactoryOnce again where is the written estimate that I asked for exactly three times and did not received? Your Service Rep quoted $hrs labor rateA written estimate in WA STATE is the Law, George H [redacted] failed to do soThere was no Consumer Rights posted in the Service Dept no sign displaying the hourly rateDo the dealership determined the labor rate base on who come through the door? Charged what your Service Rep quoted $labor rateValve Cover Gasket $98x5hrs =$Rear Main Seal $98x10hrs=$Water Pump $98x8hrs=$Total labor cost $I was charged $The difference is $Now I understand what George H [redacted] meant when he said "You get it at the end once repairs are done." Service Dept appears to be base on commission.Sincerely, [redacted] ***

Complaint: [redacted] I am rejecting this response because: I understand how the contract worked out in the endThe problem I have with it is that it is deceptive and that their demands to have the Xterra signed off again were suspectI too, have also looked up the VIN number and have mentioned that there is no record of it being in an accidentHowever, upon closer inspection, it became quite clear that this car was in an accident and that this accident had gone unreportedFurthermore, as I mentioned earlier, [redacted] referred to it having been a "salvage"Even if they were initially unaware that it had been in an accident, I highly doubt their mechanics would have missed it.My main problem with them is that they have terrible customer service and utilize deceptive practicesI remember that when I was originally doing the trade-in, I asked them whether they would be re-selling the car with a clean title(clearly not possible)They told us that there was no way they would do that for they were a "reputable business"Yeah, rightThey skirt the law as much as possibleFinally, why would they refuse to tell us what was wrong with the original release of interest form? Beating around the bush when you need cooperation from your customer to solve a problem is not the way a business is run.Sincerely, [redacted]

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

Dear Sir or Madame, As you are aware, customer satisfaction is of paramount importance to Nissan of Auburn and we take great pains to ensure that each customer gets no less than everything they bargained forAccordingly, we were especially disheartened to learn that Mr*** ***
(“***”) is not entirely satisfied with his experience Having now had the opportunity to review the complaint and speak with our service staff, I desire to bring the following facts to your attention: 1) *** brought his vehicle in for service and executed a repair order authorizing diagnostic work to be done. 2) Vehicles, particularly vehicle engines as was at issue here, are highly technical devices that often require different diagnostic tests to isolate the cause of trouble 3) We believe the that each diagnostic test performed were prudent and useful in assessing the issue presented by *** and that *** agreed to such testing Despite the foregoing, our commitment to customer service resulted in us refunding the diagnostic fees to Mr*** and it is my understanding that this matter is now resolved to Mr***'s satisfaction Thank you for bringing this matter to our attention

Revdex.com:
I met with the dealership on April 17th and we reached an acceptable compromise. I consider this issue resolved. Thank you very much for your help
Regards,
-***

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
Sincerely,
*** ***

We have a check here for Mr*** in the amount he requested ($180.80), he needs to stop by and see George H***

Complaint: ***I am rejecting this response because: UnsatisfactoryOnce again where is the written estimate that I asked for exactly three times and did not received? Your Service Rep quoted $hrs labor rateA written estimate in WA STATE is the Law, George H*** failed to do soThere was no Consumer Rights posted in the Service Dept no sign displaying the hourly rateDo the dealership determined the labor rate base on who come through the door? Charged what your Service Rep quoted $labor rateValve Cover Gasket $98x5hrs =$Rear Main Seal $98x10hrs=$Water Pump $98x8hrs=$Total labor cost $I was charged $The difference is $Now I understand what George H*** meant when he said "You get it at the end once repairs are done." Service Dept appears to be base on commission.Sincerely,*** ***

Complaint: ***I am rejecting this response because: The labor rate at the time of my repairs 17NOVwas $A Nissan Corp Email came down 2DECincreasing the labor rateThis $labor rate is a LIEThere was no written estimate given to me at no time even after I asked for oneGeorge H*** said " You get one after repairs are done." So where is this estimate? Is there a copy you can show? Valve Cover Gasket you say hrs at $120, I was charged $labor, $120x5=$Rear Main Seal I was charged $labor, $120x10=$Water Pump I was charged $labor, $120x8=$This additional work done on water pump I did not requestThe $diagnostic fee waived because I told George H*** what was wrong with my truck there was no need for diagnosticGeorge H*** voluntary the rental car because he saw a opportunity to run up the cost for repairsGeorge H*** is a CON MAN and DISHONESTI will PICKET Auburn Nissan to let everyone know to BEWARE OF THE SERVICE DEPT.Sincerely,*** ***

Mr*** received an estimate during his initial visit, applying for credit while at our facility in order to pay for the repairs If Mr *** would like, we will be happy to upload a copy of this application with his social security number redacted if this would help his recollectionOur offer of a goodwill gesture of $will be available until the 27th of December

Complaint: ***I am rejecting this response because: I understand how the contract worked out in the endThe problem I have with it is that it is deceptive and that their demands to have the Xterra signed off again were suspectI too, have also looked up the VIN number and have mentioned that there is no record of it being in an accidentHowever, upon closer inspection, it became quite clear that this car was in an accident and that this accident had gone unreportedFurthermore, as I mentioned earlier, *** referred to it having been a "salvage"Even if they were initially unaware that it had been in an accident, I highly doubt their mechanics would have missed it.My main problem with them is that they have terrible customer service and utilize deceptive practicesI remember that when I was originally doing the trade-in, I asked them whether they would be re-selling the car with a clean title(clearly not possible)They told us that there was no way they would do that for they were a "reputable business"Yeah, rightThey skirt the law as much as possibleFinally, why would they refuse to tell us what was wrong with the original release of interest form? Beating around the bush when you need cooperation from your customer to solve a problem is not the way a business is run.Sincerely,*** ***

*** tradan Xterra on the Impreza which he had initially purchased. He was given a trade value which is reflected on his purchase contract. He had not disclosed that the vehicle had a branded title, and that the title was in another person's nameAfter deciding that he
did not want the Impreza, he traded it in on a different vehicle. He received a tracredit for the Impreza at that time

The vehicle Ms*** received a quote on from the *** website was not a vehicle in our inventory. It was an example vehicle which was built by the customer on the *** website. The vehicles presented by our dealership to the customer were presented with the *** price, with
different options than the example on the *** website

Although all charges and associated fees were discussed with and agreed to by the customer, we are mailing him a check for $

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
Sincerely,
*** ***