Richard C Harrison, DDS PC

On May 19th, the complainant’s wife had purchased the vehicle from Nye Toyota Prior to actually signing the paperwork, Mrand Mrs [redacted] were given the vehicle history and offered the option to purchase an extended warranty, which was declined This vehicle was a [redacted] with approximately 77,miles on the vehicle We include the NYS Lemon Law warranty with all of our used vehicles sold here, this is required by NYS The complainant was explained and completely understood the limited and/or implied NYS Lemon Law warranty with this vehicle purchase prior to taking delivery on May 19th ?Approximately days after taking delivery, the complainant contacted our service department and stated he heard a clunk when backing the vehicle up He took the vehicle to his mechanic where his mechanic stated the vehicle had a “bad transmission” He returned the vehicle to our service department where we tried to duplicate the problem Our technician drove the vehicle and could only annotate that a noise was heard in the driveline He attributed this to a little wear He was offered a loaner vehicle and stated that he was going out of town for awhile and he would let us know when he is back and pick up the vehicle We were unable to duplicate the “clunk” in reverse and waited for his return He did return approxdays later and took his vehicle A few weeks later the complainant informed the salesman that he still had this “clunk” noise when backing up but it only happens at certain times He was advised to bring the vehicle in to our service department again He said that when the vehicle is running hot it makes the noise He returned the vehicle to us for further diagnosis We again offered him a loaner vehicle for his troubles which he again denied and said he has vehicles at home for his use We again tried to duplicate the problem After many test drives and effort at duplicating the problem, we were actually able to duplicate it however, it was not a reoccurring problem It was very subtle and had to have the exact conditions to duplicate the problem Our service department then informed the complainant that we were able to duplicate the problem and that we would work on fixing the vehicle for him We again offered him a loaner vehicle He did not want us to fix it and stated that he was just going to trade it in My service department stopped all efforts at diagnosing the problem He said he now didn’t want the vehicle and would trade it back in He approached my salesman and asked him what we could do for a trade in on the vehicle He was told $9,as a trade value for his vehicle At this point the General Sales Manager was not notified of the situation My sales associate and Sales Manager treated the situation as a traappraisal for a new vehicle The complainant was not happy with the trade appraisal I then contacted the actual owner of the vehicle, Mrs [redacted] , and had a nice conversation with her stating that we would do whatever we needed to do to make this vehicle right for her and that in the meantime, I would assist her with a rental vehicle She was very pleasant when I last spoke to her The complainant then contacted me by phone and became very heated saying that he wanted a full refund for his vehicle purchase He stated that the NYS Lemon Law was violated when I informed him that this is exactly what it was designed for It protects the consumer from being stuck with a vehicle that has major mechanical needs after purchasing it I also reminded him that we would not intentionally sell a vehicle with any mechanical issues nor would I not make it right after the discovery I assured him that I would diagnose the vehicle and inform him of the findings He then informed us that he has written the Revdex.com, ***, and many others about this situation The next day I received a letter from his attorney stating that the only resolution would be a complete refund or replacing the transmission at our expense We then informed the complainant that we have not diagnosed the problem to be the transmission at this time We stopped diagnosing the vehicle at his request a week or so ago when he informed the Service Director that he was going to trade the vehicle in The Service Director then contacted the complainant at which time he was being very courteous and understanding He then informed the Service Director that to make this go away we would need to put (4) new tires on the vehicle as well This was brought to my attention and I informed the Service Director that we would diagnose the problem and fix the vehicle as required I do not feel that I should owe the complainant anything more than what was promised to him on delivery and that is a good used vehicle at a fair price After approximately a week or so, we had serviced or replaced many of the items which it could have been without any resolve After contacting [redacted] and getting some further advice, it was eventually deemed to need a new transmission While I do not feel that our diagnosing the vehicle could have been done any faster, we made every effort at accommodating the complainant during this process We informed the complainant that under NYS Lemon Law, we are allowed to have a used transmission with like mileage put into the vehicle This would amount to a substancial savings to the dealership I instructed my service team to order a brand new transmission for the complainant The Service Director then informed the complainant of the findings and our resolution he again became irate with the situation and said he just wants to have an even trade for a different *** He does not want this vehicle any more The next day I contacted the complainant again to find out exactly what he wanted I advised him that I would agree to either give him a 100% full refund (not $9,000) toward the purchase of another vehicle on our property OR I would replace the transmission with a brand new one It was his decision however I needed to order the transmission by 2pm to have it delivered in time for the following week I only had to ensure that he would be 100% satisfied with this resolution before I put a new transmission in the vehicle He then changed his mind again and stated that he wanted the new transmission put in We again offered him a loaner vehicle which he decided to take while we install his transmission The complainant has agreed that this is the best resolution and is what he has chosen and wants His vehicle should be completed and returned to him within the week Again, I would like to say that being a dealership and having hundreds of vehicles go through our inventory each and every month, we certainly cannot catch everything that could possibly go wrong with a vehicle, as much as we try, it is just impossible We can only stand behind what we sell and service here before, during and after the sale While I certainly do sympathize with the complainant’s situation with regards to his vehicle purchase, I do feel that we have done everything in our control to properly handle this The Nye Auto Group is a family run organization and we do everything we can to ensure 100% satisfaction for our customers every day If you are in need of any further information, please do not hesitate to contact me Professionally, ________________________ General Sales Manager GSM, Nye Auto Group ###-###-#### Enc (1) Letter from Mr [redacted] ’s Lawyer (1) Service Repair Order dated 5/22/ (1) Signed NYS Lemon Law Agreement

To Whom It May Concern; Customer called to make a appointment for a headlight concernThe customer was quoted a initial diagnosis fee of plus taxThe customer brought the vehicle in on 04/09/and the tech diagnosed the vehicle, the tech found melted wiring for the headlights inside the wiring harnessThe customer was visually shown the concern and given a quote to repair the vehicleThe customer agreed to the quote and authorized dealer to proceed with repairs to the wiring harness, the wiring needed to be repaired, spliced and resealedThe technician that repaired the headlight wiring concern is a [redacted] Master Technician and very familiar with this concern The customer was given a free courtesy car while repairs were being performed as she had to work that daythe invoice was exactly what customer was quoted and agreed After the repairs were complete and technician started vehicle to move it out a noise was heardThe technician inspected the vehicle and found the timing chain had broken through the valve coverThe vehicle is a with miles on it and has a branded salvage title, the timing chain had become worn and loose and that caused excessive play in the chain causing it to break into the valve coverthe customer was immediately contacted and informed of the concernIt was explained to the customer that there was no relation to the headlight repair and the timing chain concern, the piece that broke off the valve cover showed signs of the chain wearing into the plastic cover indicating that it was a preexisting concern and the break was freshThe dealer offed to get a estimate to repair and the customer refused to even get estimate to repair the timing chains Customer was advised that this is not a uncommon concern with a vehicle of that age and mileageThe customer was given the piece of broken cover and shown how the chain had been wearing into the coverThe dealer was informed by the customer that the oil was changed two days prior to coming here, this is the first visit at the dealership with this vehicleThe customer was told she could drive the vehicle but the concern would need to be addressed soonThere was no signs of any oil leaking when the vehicle was running, the customer was informed that this could and will worsen if she continued to drive vehicle The dealer is accepting no responsibility for this issue, as it was not caused by our technicians, it is a obvious preexisting condition and the dealer feels customer is blaming dealer to avoid having to pay for costly repairs

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear below The response from NYE Automotive Group is a gross misrepresentation of the circumstances of my complaint As I previously stated, my boyfriend did call [redacted] out on his ineptitude and apparent lack of interest in selling a carHe did call [redacted] a jerk, but to claim that he cursed and was otherwise abusive is ridiculous Furthermore, I was the buyer, not my boyfriend I was treated rudely on 5/24, and continue to be treated in an unfair, inaccurate and insulting manner I was absolutely NOT greeted upon entering the dealership on 5/, and was treated as an inconvenience from the moment that I approached [redacted] to ask for assistanceSince most of our interaction with [redacted] did not occur in the presence of anyone else, it is interesting that they have somehow fabricated "witnesses" I acknowledge that the dealership may have an opinion of their salesman that differs from mineThat does not, however, nullify the validity of my complaint Their creative defense and mean-spirited response is a gross misrepresentation of the facts and is disturbing, to say the least To be clear, it was my decision to terminate any relationship with the dealership, not theirs! As a matter of fact, I was strongly encouraged by the General Manager not to cancel my purchase "which would only hurt the Toyota salesman, ***" I have no complaints about the Toyota dealership My complaint is strictly with the Ford dealership My intention now is to present a true account of my experience as a warning to other potential customers If the truth is detrimental to their business, it is not my fault! A simple apology would have resolved this complaint weeks ago I respectfully request that my complaint remain on file, as it is a true accounting of my experience This is a clear attempt by NYE Automotive to distort the facts and blame the victim Sincerely, [redacted]

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear below.The case and point is that the truck was brought into Nye for a headlight repair, I went out with a broken timing chain that had broke though my valve coverSorry to say this doesn't "just" happenThere was no prior noise or nothing to show that there was any problem with the timing chain [redacted] at the service desk told me when he called me to tell me what happened that when the Tech started up the truck after the Tech fixed the wiring "the whole engine jumped up" with this said that is when the timing chain came through the valve cover & brokeI see that NYE does not want to face the truth in this matter & wants to cover this up & shove it off as an "old truck with a lot of miles", but the facts are that when the Tech rewired my truck & started it up the timing chain came through the valve cover & broke when the engine jumped as it was too much power for the chain, this said should be enough for NYE to make things right, but like I said instead they are all covering up for one anotherAlso as far as them saying there was no oil leaking or sraying out of the broken valve cover that they broke that was a blatant lie, as the oil went all over when I drove it home as they told me it was ok to drive home, after getting in my driveway, my truck made a noise and stopped runningThank you, NYE! For your great service & repair as now I have no truck to driveConsumers beware! Regards, [redacted] -***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
The case and point is that the truck was brought into Nye for a headlight repair, I went out with a broken timing chain that had broke though my valve coverSorry to say this doesn't "just" happenThere was no prior noise or nothing to show that there was any problem with the timing chain*** at the service desk told me when he called me to tell me what happened that when the Tech started up the truck after the Tech fixed the wiring "the whole engine jumped up" with this said that is when the timing chain came through the valve cover & brokeI see that NYE does not want to face the truth in this matter & wants to cover this up & shove it off as an "old truck with a lot of miles", but the facts are that when the Tech rewired my truck & started it up the timing chain came through the valve cover & broke when the engine jumped as it was too much power for the chain, this said should be enough for NYE to make things right, but like I said instead they are all covering up for one anotherAlso as far as them saying there was no oil leaking or sraying out of the broken valve cover that they broke that was a blatant lie, as the oil went all over when I drove it home as they told me it was ok to drive home, after getting in my driveway, my truck made a noise and stopped runningThank you, NYE! For your great service & repair as now I have no truck to driveConsumers beware!
Regards,
*** ***-***

I am writing you to explain our side of the story regarding an incident that took place on Saturday, May 24th, between the complainant and my sales associateThe complainant and her boyfriend (unnamed) entered our Ford Dealership on Saturday, May 24th with the intentions of shopping for a new
vehicleUpon entering the dealership, they were greeted by our newest salesman whom had just moved up to NY from the southWe were very busy that day and I am certain they were greeted as promptly as we could greet themAs I personally interviewed and hired this salesman, I can assure you that he is nothing more than a southern gentlemen, and yes; he is a "heavy-set man with glasses" however that does not make him a bad personI am not sure what that comment even means in the attached letterIt is my understanding that upon initially meeting with the complainant and her boyfriend, the boyfriend was very rude and abrasive to The salesmanHe was using vulgar language and being very condescending to The salesmanWithin the first minutesThe salesman entered the sales manager's office and explained what is going onHe stated that the complainant's boyfriend is cursing profanities to him and making him feel very uncomfortableHe was advised to maintain composure and continue the selling processOnce The salesman went back out to the customers, he asked them to come outside and take a test driveThey agreed and exited the buildingThe salesman tried to unlock the vehicle however, the battery was deadHe had a hard time getting the door openHe had to jump the vehicleDuring the process, again the complainant's boyfriend was being very abusive to the salesmanAs I said, the salesman was new to our dealership, less than a month, and he was unsure how to open the door to the vehicle as there is a tricky key maneuver that must be made in the door(The remote keyfob inoperative as the battery was dead)He asked another salesman for helpThe other salesman assisted, they did get the vehicle started and throughout the process, The salesman was still getting verbally abusedThere came a point where the salesman could not take the abusive language and degrading comments anymore, he asked the boyfriend, "Would you like to come back another time when you're in a better mood?" The customer became enraged, left the building and walked to our adjacent Toyota dealership where they were greeted by another salesman
They advised the Toyota salesman of their poor treatment at the Ford store and started looking at ToyotasThe complainant's boyfriend was calm, quiet, and really didn't have much to say this timeThey again went through the process, looked at vehicles, decided on one and made a purchase by putting a deposit down on the vehicle and setting up for delivery in a few daysShe had nothing but great things to say about our Toyota store and salesman
The next day, she contacted the dealership looking for the owner (Dealer Principle)The owner forwarded the message to me as I handle most all dealership complaintsI contacted The complainant and she informed me of her side of the story, I then informed her of what I was being told and she became very defensive and stated that I will side with the dealership and my salesman no matter whatShe stated that she had stopped payment on her check and would only pick up the vehicle if I discounted it more for her because of her experience at FordShe said she sent a letter to the owner stating the entire storyI informed her that once I received her letter, I would call her backOnce I received the letter, I called her and explained what I have been told by my managers(The salesman was on vacation and I was unable to speak with him more on this subject) The managers and even the owner's brother were witness to the entire scene and informed me of the detailsWhen I tried explaining my side of the story, the complainant became defensive, angry and starting explaining how she is in customer service and she deals with rude customers swearing and cursing at her all day and that she is trained in how to handle thatShe said my guys were not trained to handle thatI agreed with her statement and said we do not expect that type of customer in our stores let alone condone itI explained to her that we do not want customers like that as Nye Auto Group customer's periodThe complainant became belligerent and could not understand why I would say that
Honestly, we at the Nye Automotive Group will protect our employees and our customers from any treatment such as what my newest salesperson was tolerant enough to go throughAs salesman, we certainly put up with long hours and upset customers at times but we never treat anyone with disrespectIf anyone brings a concern to my attention, we address it with the utmost integrity and professionalism possible and always take care of the customerI made a decision to stand by my salesman and I would do it again in this instanceI personally feel that the complainant has abused a situation which was caused by her and her boyfriend's own doing in order to profit from itWe do not want customers like that being associated with our dealershipWe have since refunded the complainant her deposit and have decided to part ways
I appreciate your understanding in this matterThe owner has no intentions of an apology letter to the complainant and we would like the Revdex.com to understand the nature of this complaintThis is truly an intent to cause our dealership harm and could certainly have a negative impact on future customers should this be posted for any future buyers to seeWe clearly did nothing wrong and it is her intentions to slander our company in any way she canPlease understand that we are a community business and do everything we can to satisfy our customersI feel as though the complainant is being unreasonable with her requestIf you are in need of any further information, please do not hesitate to contact me
Professionally,
(Signature)
General Sales Manager
GSM, Nye Auto Group
###-###-####

The complainant has alleged that she was advised that she must take a service contract in order to obtain financing. The Nye Automotive Group has been in business for over years. We take pride in our customer process from selling a vehicle, servicing the vehicle, and taking care of
the customer before, during and after the sale. While we do absolutely offer every customer products that benefit their vehicle purchase, we do not require that they must take them. These products include environmental protection, service agreements, tire and wheel protection and various other beneficial products. The complainant purchased a used *** *** with 19,miles on the vehicle. The Business Manager offered the complainant a 2yr/24,mile service agreement on the vehicle which she had agreed to purchase. The complainant had signed many documents, including the bank contract, which stated that she does not need to purchase any aftermarket products to secure financing. This is clearly stated on the bank note and the menu which was signed at the time of purchase by the complainant
After reviewing the agreed upon purchase of the vehicle and the warranty which was already on the vehicle at the time of purchase, I would like to apologize for the mis-communication on my Business Managers part. My Business Manager had assumed that the vehicle only came with a 3yr/36,mile warranty which most all vehicles come standard from the factory with. This vehicle, being a ***, comes with a standard 5yr/60,000mi warranty which means that the vehicle still had approximately year of coverage on the vehicle at the time of purchase. The complainant nor the Business Manager were aware of this. As a resolution, the dealership will refund the complainant the full purchase price of the warranty cancellation difference along with the cancellation. I only ask that the complainant understands that we meant no harm or malice. We only try to ensure that our customers are taken care of after they leave our dealership.
I would like to say that as the new General Sales Manager, a veteran of the armed forces, and as an understanding human being, there was absolutely a mistake made on my Business Managers part and I am willing to make it right. There was not an unethical moment in the transaction, only a miss-informed Business Manager that assumed the vehicle only had a 3yr/36,000mi factory warranty on it that was expired. The Nye Automotive Group strives to ensure that every customer is treated fairly and ethically. Where I certainly could have made a case against the complainants situation with regards to the coverage sold extending beyond the factory coverage, I will do what I know is right by the customer. Please understand that we are in business to serve our loyal customers and as long as I am here, we will make every effort to ensure our customer satisfaction is at 100%. We have many soldiers that travel down here from *** because of the way we treat our customers, I would like to continue that for the future
Daniel S***
General Sales Manager
Nye Automotive Group

On May 19th, 2014 the complainant’s wife...

had purchased the vehicle from Nye Toyota.  Prior to actually signing the paperwork, Mr. and Mrs. [redacted] were given the vehicle history and offered the option to purchase an extended warranty, which was declined.  This vehicle was a 2007 [redacted] with approximately 77,000 miles on the vehicle.  We include the NYS Lemon Law warranty with all of our used vehicles sold here, this is required by NYS.  The complainant was explained and completely understood the limited and/or implied NYS Lemon Law warranty with this vehicle purchase prior to taking delivery on May 19th.
               
?Approximately 3 days after taking delivery, the complainant contacted our service department and stated he heard a clunk when backing the vehicle up.  He took the vehicle to his mechanic where his mechanic stated the vehicle had a “bad transmission”.  He returned the vehicle to our service department where we tried to duplicate the problem.  Our technician drove the vehicle and could only annotate that a noise was heard in the driveline.  He attributed this to a little wear.  He was offered a loaner vehicle and stated that he was going out of town for awhile and he would let us know when he is back and pick up the vehicle.  We were unable to duplicate the “clunk” in reverse and waited for his return.   He did return approx. 11 days later and took his vehicle.
               
A few weeks later the complainant informed the salesman that he still had this “clunk” noise when backing up but it only happens at certain times.  He was advised to bring the vehicle in to our service department again.  He said that when the vehicle is running hot it makes the noise.  He returned the vehicle to us for further diagnosis.  We again offered him a loaner vehicle for his troubles which he again denied and said he has 2 vehicles at home for his use.  We again tried to duplicate the problem.  After many test drives and effort at duplicating the problem, we were actually able to duplicate it however, it was not a reoccurring problem.  It was very subtle and had to have the exact conditions to duplicate the problem. 
               
Our service department then informed the complainant that we were able to duplicate the problem and that we would work on fixing the vehicle for him.  We again offered him a loaner vehicle.  He did not want us to fix it and stated that he was just going to trade it in.  My service department stopped all efforts at diagnosing the problem.  He said he now didn’t want the vehicle and would trade it back in.  He approached my salesman and asked him what we could do for a trade in on the vehicle.  He was told $9,000 as a trade value for his vehicle.  At this point the General Sales Manager was not notified of the situation.  My sales associate and Sales Manager treated the situation as a normal trade-in appraisal for a new vehicle.  The complainant was not happy with the trade appraisal.  I then contacted the actual owner of the vehicle, Mrs. [redacted], and had a nice conversation with her stating that we would do whatever we needed to do to make this vehicle right for her and that in the meantime, I would assist her with a rental vehicle.  She was very pleasant when I last spoke to her.  The complainant then contacted me by phone and became very heated saying that he wanted a full refund for his vehicle purchase.  He stated that the NYS Lemon Law was violated when I informed him that this is exactly what it was designed for.  It protects the consumer from being stuck with a vehicle that has major mechanical needs after purchasing it.  I also reminded him that we would not intentionally sell a vehicle with any mechanical issues nor would I not make it right after the discovery.  I assured him that I would diagnose the vehicle and inform him of the findings.  He then informed us that he has written the Revdex.com, [redacted], and many others about this situation. 
               
The next day I received a letter from his attorney stating that the only resolution would be a complete refund or replacing the transmission at our expense.  We then informed the complainant that we have not diagnosed the problem to be the transmission at this time.  We stopped diagnosing the vehicle at his request a week or so ago when he informed the Service Director that he was going to trade the vehicle in. 
               
The Service Director then contacted the complainant at which time he was being very courteous and understanding.  He then informed the Service Director that to make this go away we would need to put (4) new tires on the vehicle as well.  This was brought to my attention and I informed the Service Director that we would diagnose the problem and fix the vehicle as required.  I do not feel that I should owe the complainant anything more than what was promised to him on delivery and that is a good used vehicle at a fair price.  After approximately a week or so, we had serviced or replaced many of the items which it could have been without any resolve.  After contacting [redacted] and getting some further advice, it was eventually deemed to need a new transmission.  While I do not feel that our diagnosing the vehicle could have been done any faster, we made every effort at accommodating the complainant during this process.  We informed the complainant that under NYS Lemon Law, we are allowed to have a used transmission with like mileage put into the vehicle.  This would amount to a substancial savings to the dealership.  I instructed my service team to order a brand new transmission for the complainant.  The Service Director then informed the complainant of the findings and our resolution he again became irate with the situation and said he just wants to have an even trade for a different [redacted].  He does not want this vehicle any more. 
               
The next day I contacted the complainant again to find out exactly what he wanted.  I advised him that I would agree to either give him a 100% full refund (not $9,000) toward the purchase of another vehicle on our property OR I would replace the transmission with a brand new one.  It was his decision however I needed to order the transmission by 2pm to have it delivered in time for the following week.  I only had to ensure that he would be 100% satisfied with this resolution before I put a new transmission in the vehicle.  He then changed his mind again and stated that he wanted the new transmission put in.  We again offered him a loaner vehicle which he decided to take while we install his transmission.  The complainant has agreed that this is the best resolution and is what he has chosen and wants.  His vehicle should be completed and returned to him within the week.
               
Again, I would like to say that being a dealership and having hundreds of vehicles go through our inventory each and every month, we certainly cannot catch everything that could possibly go wrong with a vehicle, as much as we try, it is just impossible.  We can only stand behind what we sell and service here before, during and after the sale.  While I certainly do sympathize with the complainant’s situation with regards to his vehicle purchase, I do feel that we have done everything in our control to properly handle this.  The Nye Auto Group is a family run organization and we do everything we can to ensure 100% satisfaction for our customers every day.   If you are in need of any further information, please do not hesitate to contact me. 
Professionally,
________________________
General Sales Manager
GSM, Nye Auto Group
###-###-####
Enc.       (1) Letter from Mr. [redacted]’s Lawyer
(1)  Service Repair Order dated 5/22/14
(1)  Signed NYS Lemon Law Agreement

To Whom It May Concern; Customer called to make a appointment for a headlight concern. The customer was quoted a initial diagnosis fee of 79.95 plus tax. The customer brought the vehicle in on 04/09/15 and the tech diagnosed the vehicle, the tech found melted wiring for the headlights inside the...

wiring harness. The customer was visually shown the concern and given a quote to repair the vehicle. The customer agreed to the quote and authorized dealer to proceed with repairs to the wiring harness, the wiring needed to be repaired, spliced and resealed. The technician that repaired the headlight wiring concern is a [redacted] Master Technician and very familiar with this concern The customer was given a free courtesy car while repairs were being performed as she had to work that day. the invoice was exactly what customer was quoted and agreed.  After the repairs were complete and technician started vehicle to move it out a noise was heard. The technician inspected the vehicle and found the timing chain had broken through the valve cover. The vehicle is a 2004 with 187000 miles on it and has a branded salvage title, the timing chain had become worn and loose and that caused excessive play in the chain causing it to break into the valve cover. the customer was immediately contacted and informed of the concern. It was explained to the customer that there was no relation to the headlight repair and the timing chain concern, the piece that broke off the valve cover showed signs of the chain wearing into the plastic cover indicating that it was a preexisting concern and the break was fresh. The dealer offed to get a estimate to repair and the customer refused to even get estimate to repair the timing chains.  Customer was advised that this is not a uncommon concern with a vehicle of  that age and mileage. The customer was given the piece of broken cover and shown how the chain had been wearing into the cover. The dealer was informed by the customer that the oil was changed two days prior to coming here, this is the first visit at the dealership with this vehicle. The customer was told she could drive the vehicle but the concern would need to be addressed soon. There was no signs of any oil leaking when the vehicle was running, the customer was informed that this could and will worsen if she continued to drive vehicle . The dealer is accepting no responsibility for this issue, as it was not caused by our technicians, it is a obvious preexisting condition and the dealer feels customer is blaming dealer to avoid having to pay for costly repairs.

The complainant has alleged that she was advised that she must take a service contract in order to obtain financing.  The Nye Automotive Group...

has been in business for over 45 years.  We take pride in our customer process from selling a vehicle, servicing the vehicle, and taking care of the customer before, during and after the sale.  While we do absolutely offer every customer products that benefit their vehicle purchase, we do not require that they must take them.  These products include environmental protection, service agreements, tire and wheel protection and various other beneficial products.  The complainant purchased a used 2010 [redacted] with 19,000 miles on the vehicle.  The Business Manager offered the complainant a 2yr/24,000 mile service agreement on the vehicle which she had agreed to purchase.  The complainant had signed many documents, including the bank contract, which stated that she does not need to purchase any aftermarket products to secure financing.  This is clearly stated on the bank note and the menu which was signed at the time of purchase by the complainant.
After reviewing the agreed upon purchase of the vehicle and the warranty which was already on the vehicle at the time of purchase, I would like to apologize for the mis-communication on my Business Managers part.  My Business Manager had assumed that the vehicle only came with a 3yr/36,000 mile warranty which most all vehicles come standard from the factory with.  This vehicle, being a [redacted], comes with a standard 5yr/60,000mi warranty which means that the vehicle still had approximately 1 year of coverage on the vehicle at the time of purchase.  The complainant nor the Business Manager were aware of this.  As a resolution, the dealership will refund the complainant the full purchase price of the warranty cancellation difference along with the cancellation.  I only ask that the complainant understands that we meant no harm or malice.  We only try to ensure that our customers are taken care of after they leave our dealership. 
I would like to say that as the new General Sales Manager, a veteran of the armed forces, and as an understanding human being, there was absolutely a mistake made on my Business Managers part and I am willing to make it right.  There was not an unethical moment in the transaction, only a miss-informed Business Manager that assumed the vehicle only had a 3yr/36,000mi factory warranty on it that was expired.  The Nye Automotive Group strives to ensure that every customer is treated fairly and ethically.  Where I certainly could have made a case against the complainants situation with regards to the coverage sold extending beyond the factory coverage, I will do what I know is right by the customer.  Please understand that we are in business to serve our loyal customers and as long as I am here, we will make every effort to ensure our customer satisfaction is at 100%.  We have many soldiers that travel down here from **. [redacted] because of the way we treat our customers, I would like to continue that for the future.
 
Daniel S[redacted]
General Sales Manager
Nye Automotive Group

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
What do you expect from their reply. Why would I accept $9000 on a vehicle that I paid almost $14000 for 2 days before including a trade in. Now that they found out its a transmission thats needed they are willing to give me the full amount to a trade in. Its so easy to twist the truth. This is the 2nd vehicle I have purchased from them. Everything is great until something goes wrong. Plus they never mention how much their extended warentee cost. From now on I will take my business elsewhere. [redacted]

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
 
The response from NYE Automotive Group is a gross misrepresentation of the circumstances of my complaint.  As I previously stated, my boyfriend did call [redacted] out on his ineptitude and apparent lack of interest in selling a car. He did call [redacted] a jerk, but to claim that he cursed and was otherwise abusive is ridiculous.  Furthermore, I was the buyer, not my boyfriend.   I was treated rudely on 5/24, and continue to be treated in an unfair, inaccurate and insulting manner.  I was absolutely NOT greeted upon entering the dealership on 5/24 , and  was treated as an inconvenience from the moment that I approached [redacted] to ask for assistance. Since most of our interaction with [redacted] did not occur in the presence of anyone else, it is interesting that they have somehow fabricated "witnesses".  I acknowledge that the dealership may have an opinion of their salesman that differs from mine. That does not, however, nullify the validity of my complaint.  Their creative defense and mean-spirited response is a gross misrepresentation of the facts and is disturbing, to say the least.  To be clear, it was my decision to terminate any relationship with the dealership, not theirs!  As a matter of fact, I was strongly encouraged by the General Manager not to cancel my purchase "which would only hurt the Toyota salesman, [redacted]".  I have no complaints about the Toyota dealership.  My complaint is strictly with the Ford dealership.  My intention now is to present a true account of my experience as a warning to other potential customers.  If the truth is detrimental to their business, it is not my fault!  A simple apology would have resolved this complaint weeks ago.  I respectfully request that my complaint remain on file, as it is a true accounting of my experience.  This is a clear attempt by NYE Automotive to distort the facts and blame the victim.  
Sincerely,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.The case and point is that the truck was brought into Nye for a headlight repair, I went out with a broken timing chain that had broke though my valve cover. Sorry to say this doesn't "just" happen. There was no prior noise or nothing to show that there was any problem with the timing chain. [redacted] at the service desk told me when he called me to tell me  what happened that when the Tech started up the truck after the Tech fixed the wiring "the whole engine jumped up" with this said that is when the timing chain came through the valve cover & broke. I see that NYE does not want to face the truth in this matter & wants to cover this up & shove it off as an "old truck with a lot of miles",  but the facts are that when the Tech rewired my truck & started it up the timing chain came through the valve cover & broke when the engine jumped as it was too much power for the chain, this said should be enough for NYE to make things right, but like I said instead they are all covering up for one another. Also as far as them saying there was no oil leaking or sraying out of the broken valve cover that they broke that was a blatant lie, as the oil went all over when I drove it home as they told me it was ok to drive home, after getting in my driveway, my truck made a noise and stopped running. Thank you, NYE! For your great service & repair as now I have no truck to drive. Consumers beware! 
Regards,
[redacted]

To Whom It May Concern;
Customer called to make a appointment for a headlight concern. The customer was quoted a initial diagnosis fee of 79.95 plus tax. The customer brought the vehicle in on 04/09/15 and the tech diagnosed the vehicle, the tech found melted wiring for the...

headlights inside the wiring harness. The customer was visually shown the concern and given a quote to repair the vehicle. The customer agreed to the quote and authorized dealer to proceed with repairs to the wiring harness, the wiring needed to be repaired, spliced and resealed. The technician that repaired the headlight wiring concern is a [redacted] Master Technician and very familiar with this concern The customer was given a free courtesy car while repairs were being performed as she had to work that day. the invoice was exactly what customer was quoted and agreed.  After the repairs were complete and technician started vehicle to move it out a noise was heard. The technician inspected the vehicle and found the timing chain had broken through the valve cover. The vehicle is a 2004 with 187000 miles on it and has a branded salvage title, the timing chain had become worn and loose and that caused excessive play in the chain causing it to break into the valve cover. the customer was immediately contacted and informed of the concern. It was explained to the customer that there was no relation to the headlight repair and the timing chain concern, the piece that broke off the valve cover showed signs of the chain wearing into the plastic cover indicating that it was a preexisting concern and the break was fresh. The dealer offed to get a estimate to repair and the customer refused to even get estimate to repair the timing chains.  Customer was advised that this is not a uncommon concern with a vehicle of  that age and mileage. The customer was given the piece of broken cover and shown how the chain had been wearing into the cover. The dealer was informed by the customer that the oil was changed two days prior to coming here, this is the first visit at the dealership with this vehicle. The customer was told she could drive the vehicle but the concern would need to be addressed soon. There was no signs of any oil leaking when the vehicle was running, the customer was informed that this could and will worsen if she continued to drive vehicle . The dealer is accepting no responsibility for this issue, as it was not caused by our technicians, it is a obvious preexisting condition and the dealer feels customer is blaming dealer to avoid having to pay for costly repairs.