RKS Recording

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that the response would not resolve my complaint For your reference, details of the offer I reviewed appear below.To be very clear, and establish FACT: I made two (2) trips to the dealership on Friday March 10th regarding this issueAn appointment was made for the 17th as well.On the 17th, I showed up (early) for the appointmentA tech finally got around to diagnosing the vehicle an hour after I arrivedYes, I was told a part had to be orderedNot what the part was or when it would be inI was told this by the cashierNO FURTHER INFORMATION WAS GIVEN AT THIS TIME!!!!!!!I did in fact engage MrM [redacted] in a conversation when he arrived at the dealership and got himself a cup of coffeeI started the conversation with the statement "you really should look at overhauling your service department" which resulted in what I perceived as not being interested in what I had to sayThis is due to previous visits to this dealership that have had the same outcomePOOR SERVICE!!!!!!!!NO RESOLUTION!!!! Yes there is an appointment for Monday the 27thWas this the first available appointment to finish this repair? Or is this what was offered without regard for the previous issuesAbsolutely NO help from Nissan USA in a resolution to this issue as wellSo, either I continue to put up with this dealership or I start over at another So, where does that leave this issue? well at the moment, I have been to Andy Mohr Nissan times and another Nissan dealership once, for a total of trips to deanships to fix a simple problemI have attempted to get help from Nissan USA with zero success or helpI have left a message at Andy Mohr corporate office with ZERO replay or acknowledgementand here I am reply to the incomplete truth of the reply statement from the dealershipWhy does a customer have to fight so hard to have a simple problem resolved and not have there time wasted, and be disrespected? I think the first step in any resolution is dealing with FACTS!!!!! not creative story telling!!!! Regards, [redacted] ***

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that the response would not resolve my complaint For your reference, details of the offer I reviewed appear below Regards, [redacted] This matter is now handed over to [redacted] law firmThis should have never been escalated to this point and Andy Mohr should have held itself responsible for its salesman lying and selling defective cars but it will now be handled in courtThank You

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

Our dealership sent Ms [redacted] a check for $on November 9th to her address on file We didn't realize until after the first check was sent out that Ms [redacted] 's vehicle was paid in full Therefore our office is cutting a second check for $and getting in the mail for Ms [redacted] today Ms [redacted] may have not received her first check yet given the Veteran's Day holiday If for some reason, she hasn't received her first check by the end of the week, she is more than welcome to contact us and we can get it looked into The second check should be in her mailbox by Friday/Saturday, as it is going in our outgoing mail tomorrow morning.Again, if by next week, Ms [redacted] hasn't received her checks, we can look into it then We sincerely apologize for Ms [redacted] 's inconvenienceRespectfully,Ben M [redacted] General ManagerAndy Mohr Avon Nissan

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

I have reviewed the complaint, and there was a clear miscommunication here I don't believe it lies with Ms [redacted] , it appears to be with our service department However, it appears we followed protocol with the repair from a technical standpoint Anytime a AC system has been charged numerous times, and still doesn't cool, the possibility of overcharging the system exists When that happens, the system will not cool the cabin air efficiently The first diagnosis is to evacuate the system, test for leaks, and recharge the system to capacity, being careful not to overcharge the system If it isn't cooling then, then it could be other issues...A/C compressor or condenser being inoperative, etc We also followed protocol by taking it to the Toyota dealership, as they are experts in repairing a Toyota vehicle With that said, it doesn't appear that we effectively communicated with the customer regarding the scope of work being performed on her car Further, we didn't communicate that there would be a charge for diagnosing the problem with the A/C system The onus is on us, as a service provider, to provide detailed explanation of what we are doing to repair the car, how long we estimate the repair to take, and finally, most importantly, how much it will be do that It doesn't appear Ms [redacted] knew how much the repair would be or any other details regarding the repair.Also, our treatment of our customer should be of the utmost importance At no time, should a customer be so frustrated with us that they should be reduced to tears That is NEVER okay Obviously, it is not the customer's "fault" (not a great word to use) that they didn't bring it in sooner when the condition first arose It is solely the customer's choice when they want to bring in their vehicle for service.In the interest of customer service, we will refund the customer the cost of the diagnosis/repair of her Camry's A/C system of $ Please let me know if you have any questions or need any more information.Respectfully, Ben M [redacted] , General Manager, Andy Mohr Avon Nissan

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that the response would not resolve my complaint For your reference, details of the offer I reviewed appear belowI am taking it in to the honda dealership and having them document all that is wrong with the carYour repairs manager even said he has no idea why AC is listed when nothing regarding the AC is covered in the warrantyOnly items of the heating are actually covered yet they list HVACAlso when my wife and son asked Jamaal if the AC went out on the car would it cover it? They asked because my wifes AC recently went out on her Mazda and it has been a rough summerHe flat out lied and told them they would be fully covered on thatI understand things can go wrong on a car after it rolls off the lot but we are talking about an AC system that even your repair manager agreed and said it looked like someone filled it with Stop Leak and sold it to your dealership and it locked up the compressor and condenserThe ABS is misfiring even at low speeds (it has caused me to almost slam into traffic in Castleton due to this) the passenger window is not working at times, the car runs very loud and sounds like a grinding under the accelerator pedal (they said this was a wheel bearing at your dealership and Jamaal told my wife it was the new tires working in) Tires are in fact not new and the brakes are at 3mm which would be impossible to knock through that much pad in less than monthsWe only had issues with our Rendezvous and they got us 5k to take care of all issuesLitigation sounds much better than having to pay out for a car that never should have made it through any inspectionIt isn't just me that has had such bad dealings with your dealership, we have found so many bad reviews and tweets not to mention my tweets are still being retweeted Regards, [redacted]

Since this last complaint, we have resolved Mr. ***'s issues. In the interest of customer service, we traded Mr. [redacted] out of his 2015 Murano that was giving him problems, and put him in a new 2017 for a lower monthly interest rate and a lower monthly payment. Mr. [redacted] and I have discussed this at length, and he is satisfied with this outcome. We consider this matter closed. Please contact me should you have any questions or need any more information. Respectfully, Ben M [redacted] General ManagerAndy Mohr Avon Nissan

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that the response would not resolve my complaint For your reference, details of the offer I reviewed appear belowMore problems with the vehicle have reared their headThe ABS brakes kick in at low speeds making you at times slowly depressing the brakes fly forward toward stopped traffic as it lets go and grabs like it should in only emergency situationsAlso the passenger window becomes unresponsive and wont roll down or up at timesWe went thru a lemon law firm and although not a lemon they were able to successfully win compensation on a used rendezvous in the past that was a situation very similar to this and I feel now will be the best course of actionI still feel with everything that has gone wrong and not even on our 2nd payment when reported it is incredibly bad customer service to not stand by your product when you let something so bad slip through your "inspections" The service manager agreed these problems had to have been there and they didn't catch themAlso at the time of buying the vehicle my wife asked them before she agreed to the service plan if it would cover the AC if it went out because hers just went out in her Mazda and Jamaal said yes it was coveredThe A/C has no coverage according to the service manager, the condenser and compressor are not covered only the heat pump and heating itemsHe even went on to say he doesn't know why they have it listed as "HVAC" if it only covered the heat Regards, [redacted]

Mr [redacted] , Though used cars are inspected when taken in on trade, it is impossible for foresee or predict future problems that could potentially occur on a vehicle, especially one with the kind of mileage that this one has.With that said, we would still like you to bring the vehicle in for us to take a look at the ABS situation and see if this can be resolved I can see why you feel the way you do regarding the A/C situation...the policy does state HVAC components are covered, and indeed, some are, just not the components that failed I would be happy to see what we can work out for you in terms of covering the repair With the ABS situation, that is an occurrence that couldn't be predicted, and at times parts fail even after a complete inspection It is important to have this looked at, and I would be happy to do so Once we figure out what the issue is, we can go from there If you still feel litigation is the best way for you to go, then I understand Please let me know what you decide to do You can contact me directly.Respectfully,Ben M [redacted] General ManagerAndy Mohr Avon Nissan(317) 279-(office)bm [redacted] @andymohr.com

Mr [redacted] bought this vehicle from us "AS-IS"...and that means that there is no warranty (expressed nor implied) on this vehicle from the selling dealer However, in the interest of customer service, we would be happy to look at Mr***' vehicle and see what we can do to make him happy We can offer the repair at our cost or we can cover some of the cost for him In any case, Mr [redacted] should bring the vehicle into us so that we can get an idea of the repair that is entailed.We can also trade Mr [redacted] out of the vehicle and into something else newer if he wishes.I will be available any time next week to work this out with Mr***Respectfully,Ben M [redacted] General ManagerAndy Mohr Avon Nissan

Ms*** I am writing this in response to Mr***'s complaint(***) regarding his Honda CivicWe still have the same position on thisWe are more than willing to repair Mr***'s AC system (per his initial request)at our facilityHe just needs to set an appointment to do soIn regards to his other issues, we are willing to look at those individually at our service facility and try and work out a solutionWe are confident that we can resolve the issue if Mr*** will accept our invitation to our dealership Please let me know if you have any questions or need any more information. Respectfully, Ben M*** General ManagerAndy Mohr Avon Nissan

Mr*** brought his car in service on 05/19/ After further research, we found that the vehicle was misdiagnosed by our service department As it turns out, it was failed brake calipers, and the rotors and pads had to be replaced We told the customer that the brakes simply
needed to be cleaned, but that was not the case However, Mr***' driving of the car did not cause the problem to worse (in the opinion of our service department), and the repair would have inevitably had to occur. In the interest of customer satisfaction, we would like to offer to pay for half of the repair cost that Mr*** had to pay in getting his car fixed at our other Nissan location.It is our hope that Mr*** finds satisfaction with this resolution.Please contact me should you have any questions or need any more information.Respectfully,Ben M***Andy Mohr Avon Nissan

In speaking with my service advisor, Mike J***, Mr*** had an appointment with our dealership on March 17th, to have his seat fixed Upon inspection (which can sometimes take a
little time), it was determined that the sending unit for the seat climate control was inoperative and had to be replaced Typically, as with most dealerships, this warranty part was not in stock, as this is not a common repair My service advisor explained to the customer that we would have to order the sending unit and that it would take a couple of days to come in My service advisor has now informed me that the part is in, and that he has contacted the customer to let him know it was here Mr*** has an appointment (per my service advisor) on Monday, March 27th to have this part installed Further, to my knowledge, I have never talked to Mr*** regarding his problem I didn't know this problem existed until I received this complaint He has never sat down with me to discuss his issue with the seat climate control As to the competency of my service department, I have the fullest confidence that we correctly diagnosed the issue and ordered the correct component to address the repair.Please feel free to contact me should you have any questions or need any more information. Respectfully,Ben M***General ManagerAndy Mohr Avon Nissan

We have tried numerous times to contact Ms*** to try and get this worked out Ms*** was originally approved thru *** *** Dealer Services with the stipulation that her income and job information was correct The information that she provided us regarding her income/job
information did not verify with her employer Therefore, *** *** revoked the conditional approval.We were able to secure another approval (without needed employment verification) thru Nissan Motor Acceptance These loans are typically a much higher risk, therefore the lender is requiring the customer to put money down for the vehicle If Ms*** does not agree with these terms, then we need our collateral back.If you have any questions, or require any more information, please don't hesitate to contact me.Respectfully,Ben M***General ManagerAndy Mohr Avon Nissan

I have spoken with Matt P***, my service manager, and he advised me that all of the promised work on Mr***'s Ford Flex has been completed Further, Matt P*** called Mr*** today (11/06), and confirmed with him that he was satisfied with the completed work on his vehicle.We sincerely
apologize for the lack of communication on our part with Mr*** This caused a delay in the work being completed If Mr*** needs anything further, please advise him to call us anytime.Thank you, Ben M***General ManagerAndy Mohr Avon Nissan

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.To be very clear, and establish FACT: I made two (2) trips to the dealership on Friday March 10th regarding this issue. An appointment was made for the 17th as well.On the 17th, I showed up (early) for the appointment. A tech finally got around to diagnosing the vehicle an hour after I arrived. Yes, I was told a part had to be ordered. Not what the part was or when it would be in. I was told this by the cashier. NO FURTHER INFORMATION WAS GIVEN AT THIS TIME!!!!!!!I did in fact engage Mr. M[redacted] in a conversation when he arrived at the dealership and got himself a cup of coffee. I started the conversation with the statement "you really should look at overhauling your service department" which resulted in what I perceived as not being interested in what I had to say. This is due to previous visits to this dealership that have had the same outcome. POOR SERVICE!!!!!!!!NO RESOLUTION!!!! Yes there is an appointment for Monday the 27th. Was this the first available appointment to finish this repair? Or is this what was offered without regard for the previous issues. Absolutely NO help from Nissan USA in a resolution to this issue as well. So, either I continue to put up with this dealership or I start over at another.
So, where does that leave this issue? well at the moment, I have been to Andy Mohr Nissan 3 times and another Nissan dealership once, for a total of 4 trips to deanships to fix a simple problem. I have attempted to get help from Nissan USA with zero success or help. I have left a message at Andy Mohr corporate office with ZERO replay or acknowledgement. and here I am reply to the incomplete truth of the reply statement from the dealership. Why does a customer have to fight so hard to have a simple problem resolved and not have there time wasted, and be disrespected? I think the first step in any resolution is dealing with FACTS!!!!! not creative story telling!!!!
Regards,
[redacted]

Since this last complaint, we have resolved Mr. [redacted]'s issues.  In the interest of customer service, we traded Mr. [redacted] out of his 2015 Murano that was giving him problems, and put him in a new 2017 for a lower monthly interest rate and a lower monthly payment.  Mr. [redacted] and I have discussed this at length, and he is satisfied with this outcome. We consider this matter closed.  Please contact me should you have any questions or need any more information. Respectfully, Ben M[redacted]General ManagerAndy Mohr Avon Nissan

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
Regards,
[redacted]   This matter is now handed over to [redacted] law firm. This should have never been escalated to this point and Andy Mohr should have held itself responsible for its salesman lying and selling defective cars but it will now be handled in court. Thank You.

My name is Todd L[redacted] and I am the General Manager at Andy Mohr Kia.  I have spoken to the husband in regards to this matter and did, in fact, apologize for the mis-communication.  The fact of the matter is that the customer had open auto loans and was looking for an additional vehicle...

which is why the cosigner was needed.  By the time I was involved they were already making the purchase at another location.  We are a new Team that still has a lot to learn and will continue to grow.  I'm sorry that we missed on this opportunity for the store and the customer both.  I can be reached at 480-217-5176 if there are any additional questions or concerns.