Rairdon's Nissan of Auburn

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*** *** was not entirely satisfied with
his service experience
Upon receiving the complaint, we spoke with Mr*** and
were able to determine that a simple misunderstanding gave rise to the
complaintWe were able to show Mr*** 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*** to bring in his
own oil for the service appointment in order to save him moneyAt the time of
check-out Mr*** 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*** for bringing this to
our attention
Jay
L**
General
Manager
Nissan
of Auburn

Mr*** did not exchange the Impreza he purchased for another vehicle. He traded it in for another vehicle. The purchase of the Impreza (and traof his XTerra) was never voidedThe Impreza he had purchased has a clear Autocheck history, and we are not aware of any previous history indicating that it has ever been in an accidentMr*** made two separate purchases, and is aware of this. At this time, we no longer require any signatures from him

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*** 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*** 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*** was charged for 8.
Overall, the job performed for Mr*** was billed at hours rather than 29, saving Mr*** $720. In addition, we waived the $diagnostic fee and days of rental totaling $168. 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

Complaint: ***I am rejecting this response because: Rairdon's "as-is" documentation is based on the assumption that a vehicle is fit for "ordinary purposes." A vehicle with a faulty transmission is not fit for ordinary purposesTheir customer promise States they will only sell products that "meet customers needs," and a faulty transmission does not meet any customer's needs.
Furthermore the "point inspection that they attached was a document I have never seen beforeThis was never provided to meMuch later after the sale they provided me a brief summary form of the inspection but it was not the same as the one they attachedI have included a picture of this document.
Lastly, although Rairdon is claiming none of their employees sent me a blank copy of my original contract in early December, I am attaching photos of this document in its original packaging with the return envelope they expected me to mail it back in
In conclusion, I do appreciate the offer to trade my car in for another on the lotHowever this has not been upheld on part of RairdonsI have kept up my end of the conversation regarding searching their inventory and the last message sent was from me to John T*** asking for more information on the cars they are offeringI received no response.
The ball is in Rairdons court and I am expecting a response from themIt takes me hours to drive back and forth to their location and I expect clear communication about the vehicles they have on the lot PRIOR to my arrival out of respect for my timeThey have not given this to me, as they keep requesting I simply " come on down" to check out their inventory.
I need two things from Rairdons:
1) an explanation of the blank contract that was mailed to me
2) a response regarding my trade in and an offer of a fair trade
Thank you,
*** ***
Sincerely,*** ***

Complaint: ***I am rejecting this response because: We made no secret of the fact that the Nissan Xterra was a salvageAs a matter of fact, 2-weeks ago when I was talking to their manager ***, he brought up the same point and said "We sold you a car with a salvage title and you sold us a car with a salvage title"I responded that we did mention that our car had a salvage title, whereas they did not*** acknowledged this, but refused to admit that they had done any wrong in selling us a bad car This was the only time they acknowledged that they sold us a car that had been in an accidentFurthermore, we did tell them that the car was in another person's nameWe even had that person come in and they talked with themThey are lying through their teeth about this entire ordeal with pieces of truth sprinkled in. We told them we wanted to return the Impreza, they did not want toWe decided to exchange it for another car, which they agreed toI regret doing that as it's created more problems, should have just gotten a lawyer right thenWe did this with the agreement that the Nissan travalue + the down payment would be included in the new sales contractThey moved over the down payment but did not do so for the Nissan travalueClearly this was a deceptive move on their part to pull the wool over our eyes.Also, they did not want to tell us what was wrong with the original release of interest form that they had us sign until the "last day to sign"I don't understand why it was that hard to tell me what was going onFurthermore, their excuse for it was not very believable, so when I asked to see the problem with the form, they came up with excuses to not have me see itIf this was a legitimate mistake I don't see why it would be an issue to tell me what the problem was and possibly provide proofThis dealership is so shady I'm shocked it's allowed to operate.Finally, they told me that they would tow my Nissan Xterra back to the house on this "last day to sign", but I haven't gotten it back yetDon't know if I ever will, but I will never recommend this place to anyone, I will do the opposite in factHopefully they lose a few customers over this.Sincerely,*** ***

Complaint: ***I am rejecting this response because: Rairdon never discussed the charges of $before starting the work Only after I called the manger
he said charges are for oil dump I could tell he is trying hard to come up with an answerDon't insult me please.Sincerely,*** ***

Contrary to her assertions, a safety inspection was indeed performed on the vehicle Ms*** purchased prior to her visitNo issues were noted at that time relating to the vehicle’s performanceApproximately one week after her purchase, Ms*** expressed concerns about the vehicle
despite declining the vehicle service contract and accepting the vehicle “AS-IS”. Although the issues she reported following her purchase were not present prior to her purchase, we did not hesitate to have the vehicle again inspected at our facility and sent to a qualified repair facility to address her concerns.
Both of the Ford authorized repair facilities which Ms*** interacted with determined that the sounds she had been concerned with were considered normal. As she no longer desired the vehicle, we offered to assist her in finding a replacement vehicle which was acceptable to her, and offered a full trade valueUnfortunately, none of the vehicles in our stock were desirable to herWe are still open to assisting her in finding a vehicle which she would like to own, and would be happy to offer a favorable trade value
To address her concerns about the treatment she had received at the time of her purchase, we have spoken with the parties involved about a more sensitive approach in their interactions with our customersI have personally spoken will the employees at our dealership, and am not aware of any member of our staff mailing any copies Ms*** contract to her. Her purchase was approved as written, with no further signatures being necessary

Complaint: ***From: *** ** *** Date: Thu, Jul 20, 10:AMTo: *** ***Cc: Subject:REFUND ***,I feel like you are still not satisfied.What I would like to do is refund you all of your money back.I do not feel we have started a customer relationship that is up to your standard.Please let me know when you have the time we can refund the money on your card I went there to get my money put back on my car like I was promised and I was denied the refundyou want to make this right stop lie to customers and honor a refund with out them bribing them of a good reviewthat is not good business and I hope every one in the bribery of customers is fireddo not even know what else to see but I hope no one ever buy anything from this place any place that asks for a good review and pay for good reviews should not be able be a business
I am rejecting this response because: it is more then that you are dishonest you not only installed parts with out my permission when I brought it that I was not happy you told me I could get my refund witch you still have not giving me because I didnt give you a good reviewthis company is the most dishonest and corrupt management I have ever dealt with even if it was a miss understand the secound you offered me a full refund there should of never been anything farther I had do but come back and get itbut you want to play games and lienot only about the services you do to cars but to people
Sincerely,
*** ***

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