Rosen, Nissan and Kia

[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it.] 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 Thank you for handling complaint # [redacted] I was in contact with the dealership and they did resolve the issue to my satisfactionIn the end they apologized for the way I was talked to and treated and I did get a new lease with the terms I originally wantedThank you very much for your help with this matterI apologize for not responding sooner but time has been an issue latelyHave a great weekend Regards, [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 This is my 3rd email response stating the same thingI wish for Jeff R [redacted] to contact me via emailMy schedule is very busy and we just had our 5th baby last weekContacting via phone is very difficult for usHe has not once attempted to contact me via email for which I have requested multiple timesHe has made this a very difficult processI do not believe I should have to call long distance to attempt to reach himIt would be easier for both of us to email back and forth due to being busy and for a paper trail to our conversationsThe fact that he does not want to contact in writing makes me nervous that he is not a man of his wordHe needs to contact me [redacted] I do not know how more straight forward I can be with this request Regards, [redacted]

As the compliance consultant for Rosen Nissan, I am responding to the complaint that was filed by [redacted] with your officeReview of the documents related to the purchase of the Nissan Sentra reflect that [redacted] was the primary signer on the documents There was no information found to show that the dealership misrepresented the initial sale of the vehicle to Ms [redacted] or her sister, [redacted] The purchase documents also reflect [redacted] as the secondary signer/co-signer We believe the allegations made in the complaint are unsupportedIt appears that Ms [redacted] ' purchase and subsequent sale of the vehicle were on her own free willTherefore, the dealership is not prepared to issue any refund to the customerWe hope this complaint will now be closed If you have any questions, please feel free to contact me at ###-###-####Thank you [redacted]

As the compliance consultant for Rosen Nissan, I am responding to Ms [redacted] 's complaint on their behalf The dealership is concerned about the customer's experience while purchasing the Nissan NV, and would like to personally reach out to the customer to see if they can offer her assistance The dealership wants to discuss her service concerns and see how they can remedy her complaint Jeff Rosen has called the customer and left a message to find out how they can assist her He has not received a return call as of yet.If you have any questions, please feel free to contact Jeff directly at ###-###-#### Thank you.Ruben R.BCotton & Associates Consulting [redacted] *** [redacted] *** P - ###-###-#### F - ###-###-#### [redacted] "No One Does What We Do For Dealers"

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 [You mean to tell me that running my credit again with out my consent and actually indicating to me that my credit will not be ran is practically your policy? This is not apart of your policyI only wanted my inquiries removed because you did not have my permission to do so that next the next week and now your saying this is what your company does behind consumer backs? I would not have have noticed this if I did not see it on my credit which I found out when a copy was mailed to meNot only will I still try to have these inquiries remove, I will have an attorney at Look into this as well as send this exact copy to Fix news because it isn’t right at all You did not have my permission to run my credit a second timeThe first time I totally understand but six other times a after that with other companies?!? No this is not right at all and everyone needs to know how you operate your businessSorry for the typos but I’m highly mad right about nowThank you for taking the time to respond but I’m taking this further to someone else’s handsI had to do investigations and pull up my old cellphone to actually print out ***’s response to not pulling my credit a second timeThank you and have a great one Thank you as well Revdex.com for looking into this matter.] Regards, [redacted] ***

I am writing on behalf of Rosen Kia to respond to the complaint filed by Mr [redacted] The dealership reports that Mr [redacted] had expressed to his salesperson that he wanted to keep his payments in the $per month range The dealership presented the customer with options of purchasing a selection of used vehicles, or leasing a new vehicle in order to keep the payments in the suggested price rangeAny other programs such as the special financing that the customer mentioned in his complaint would have created a higher vehicle payment and longer payment term Rosen Kia sympathizes with the customer, but does not believe they did anything to mislead the customer regarding vehicle pricing and payment options.If the customer has any questions, they can contact me at ###-###-#### or the dealership directly at ###-###-#### Thank you Ruben [redacted] *** [redacted] *** P - ###-###-#### F - ###-###-#### [redacted] "No One Does What We Do For Dealers"

As a follto the complaint and recent response by Ms***, we looked further into the matter and did not find any information to reflect that the Rosen Group failed to act appropriately when attempting to secure financing for the customer There was no indication that Ms [redacted] wanted the dealership's agents to no longer actively pursue financing on her behalf during the time period in questionWe believe the dealership acted in good faith with the customer, and did not do anything maliciously to try and hurt the customer's credit situationSince Ms [redacted] stated that she was attempting to clean up her credit report when she discovered this information, it may be possible for Ms [redacted] to inform the credit reporting agency that no credit was granted by a financial institution during the time period of the inquiries Research shows that providing a plausible explanation regarding credit inquiries can sometime work in a consumer's favorWe sympathize with Ms*** However, the inquiries are the result of the dealership's business practice to secure credit for the customerAt this time, we do not believe the dealership's practices were inappropriate The Rosen Group values all customer experiences, and it does concern them that Ms***'s experience was not pleasurableIf you have any questions, please feel free to contact me at (414) 788- Thank you [redacted] , Compliance Consultant

I had the worst customer service fearings in my life they told me I would come in and test drive a vehicle and they will be able to help me knowing my situation of the chapter and when I got there was a totally different story we was left unattended with no one for at least minutes to help us I gave all my personal information and at the end of sitting there for or hours no one still helped usIt wasn't discrimination it was more so bad customer service and also their practice of telling me that they're going to be able to help me and then when you get there they don't help youThey called me over times to schedule appointment to come in and once I get there I didn't test drive anything I gave all my personal information and they tell me after they get everything that they couldn't help me it was one particular vehicle that I was interested in I never saw the vehicle I never looked inside the vehicle and I never touched drove the vehicle

Jeff R [redacted] of Rosen Nissan has offered to speak directly with the customer by telephone, and we believe that MrR***'s offer is more than reasonable The customer can contact MrR [redacted] directly regarding the matter from 9am - pm, Monday thru Saturday Unfortunately, the continuous back and forth of emails is not an efficient way for either party to discuss a remedy to the customer's complaint.Therefore, we are once again requesting that Ms [redacted] contact MrR [redacted] at ###-###-####, or at ###-###-#### If the customer cannot accommodate talking with MrR [redacted] by telephone, then we believe the customer is being unreasonable and the complaint should be closed.We believe the dealership has attempted to resolve the customer's concerns in a fair manner.Thank you, [redacted] , [redacted]

A refund in monies owe was never issued
Thanks

I am writing to respond to the complaint that was filed by Irene S*** regarding a repair issue that occurred with her Nissan Sentra after its purchase We apologize for the delay in the response to your office MrRosen has been away from his office on business, and we recently met
to review the file and discuss the complaint. MrRosen contacted MsS*** on 10/8/to discuss the matter, and MrRosen agreed to reimburse MsS*** $as a customer satisfaction gesture due to her concerns with her vehicle's battery and a tow charge MsS*** appeared to be satisfied with the reimbursement offer during MrRosen's telephone discussion. At this time we believe the matter is now resolved, and hope the complaint can be closed with your office. If you have any questions, please feel free to contact me at (414) 788- Thank you. Ruben BC***, Consultant

We apologize for the delay in responding to the complaint, but Mr*** and I needed to investigate this matter further to make sure we could provide a proper response. Review of the documents related to Ms***'s vehicle lease bear her signature, and reflects that the customer willingly
agreed to the aftermarket products that were added to the price of her vehicle lease These signed documents were completed in the finance office with a dealership's finance manager There was no information found that confirms that items were added to the cost of the lease without her authorization. After receiving this complaint, Mr*** tried to reach out to the customer regarding her complaint Unfortunately, he was not able to talk to Ms*** due to either the contact numbers on file being disconnected, or the number reported the customer was unavailable and no message could be left Nevertheless, Mr*** has informed me that all aftermarket products that the customer agreed upon as part of her lease have been cancelled The refunded amount goes back to the Lessor and will reduce the customer's remaining amount owed on the vehicle lease We believe the matter is resolved, and that the complaint should be closed If you have any questions, please feel free to contact me at ###-###-#### Mr*** can also be contacted at ###-###-#### Thank you. *** ** *** Compliance Consultant

As the compliance consultant for Rosen Kia, I discussed the complaint with the dealership and was informed that they were able to resolve the customer's complaint in a satisfactory manner. The dealership informed me that Ms*** wanted to lease the Kia Stinger and keep the
payments at $175.00/month. The customer wanted to trade in her owned vehicle that was valued at $24,to maintain this payment. At that time, the dealership thought it was a better option to give the customer $24,for her trade-in, which would have resulted in her vehicle lease payment increasing. After later finding out that the customer was dissatisfied with this option, the dealership allowed Ms*** to refund the $24,and it was applied to her vehicle lease to maintain the original $175.00/month payment she wanted. The dealership reports the transaction was finalized on 3/7/2018, and it appears that the customer is satisfied with the dealership's resolution. If you have any questions, please feel free to contact me at ###-###-####. Thank you, *** ***

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.
This is my 3rd email response stating the same thing. I wish for Jeff R[redacted] to contact me via email. My schedule is very busy and we just had our 5th baby last week. Contacting via phone is very difficult for us. He has not once attempted to contact me via email for which I have requested multiple times. He has made this a very difficult process. I do not believe I should have to call long distance to attempt to reach him. It would be easier for both of us to email back and forth due to being busy and for a paper trail to our conversations. The fact that he does not want to contact in writing makes me nervous that he is not a man of his word. He needs to contact me [redacted]. I do not know how more straight forward I can be with this request.
Regards,
[redacted]

As the compliance consultant for Rosen Nissan, I am responding to Ms. [redacted]'s complaint on their behalf.  The dealership is concerned about the customer's experience while purchasing the Nissan NV, and would like to personally reach out to the customer to see if they can offer her assistance....

 The dealership wants to discuss her service concerns and see how they can remedy her complaint.  Jeff Rosen has called the customer and left a message to find out how they can assist her.  He has not received a return call as of yet.If you have any questions, please feel free to contact Jeff directly at ###-###-####.  Thank you.Ruben  R.B. Cotton & Associates Consulting[redacted] 
[redacted] P - ###-###-#### F - ###-###-####[redacted]"No One Does What We Do For Dealers"

I had the worst customer service fearings in my life they told me I would come in and test drive a vehicle and they will be able to help me knowing my situation of the chapter 7 and when I got there was a totally different story we was left unattended with no one for at least 45 minutes to help us I...

gave all my personal information and at the end of sitting there for 2 or 3 hours no one still helped us. It wasn't discrimination it was more so bad customer service and also their practice of telling me that they're going to be able to help me and then when you get there they don't help you. They called me over 8 times to schedule appointment to come in and once I get there I didn't test drive anything I gave all my personal information and they tell me after they get everything that they couldn't help me  it was one particular vehicle that I was interested in I never saw the vehicle I never looked inside the vehicle and I never touched drove the vehicle

As a follow-up to the complaint and recent response by Ms. [redacted], we looked further into the matter and did not find any information to reflect that the Rosen Group failed to act appropriately when attempting to secure financing for the customer.   There was no indication that Ms. [redacted] wanted the dealership's agents to no longer actively pursue financing on her behalf during the time period in question. We believe the dealership acted in good faith with the customer, and did not do anything maliciously to try and hurt the customer's credit situation. Since Ms. [redacted] stated that she was attempting to clean up her credit report when she discovered this information, it may be possible for Ms. [redacted] to inform the credit reporting agency that no credit was granted by a financial institution during the time period of the inquiries.  Research shows that providing a plausible explanation regarding credit inquiries can sometime work in a consumer's favor. We sympathize with Ms. [redacted].  However, the inquiries are the result of the dealership's normal business practice to secure credit for the customer. At this time, we do not believe the dealership's practices were inappropriate.  The Rosen Group values all customer experiences, and it does concern them that Ms. [redacted]'s experience was not pleasurable. If you have any questions, please feel free to contact me at (414) 788-9001.  Thank you. [redacted], Compliance Consultant

As the compliance consultant for Rosen Nissan, I am responding to the complaint that was filed by [redacted] with your office. Review of the documents related to the purchase of the 2012 Nissan Sentra reflect that [redacted] was the primary signer on the documents.
There was no information...

found to show that the dealership misrepresented the initial sale of the vehicle to Ms. [redacted] or her sister, [redacted]. The purchase documents also reflect [redacted] as the secondary signer/co-signer.
We believe the allegations made in the complaint are unsupported. It appears that Ms. [redacted]' purchase and subsequent sale of the vehicle were on her own free will. Therefore, the dealership is not prepared to issue any refund to the customer. We hope this complaint will now be closed.
If you have any questions, please feel free to contact me at ###-###-####. Thank you. [redacted]

I am writing to respond to the complaint that was filed by Leslie F[redacted] regarding a refund and alleged service issue concerning her vehicle.  We apologize for the delay in the response to your office.  Mr. Rosen has been away from his office on business, and we recently met to review...

the file and discuss the complaint. Mr. Rosen has made several attempts to discuss this matter with the customer by telephone, but it appears that the customer only wants to correspond through email.  Unfortunately, it has been difficult to understand Ms. F[redacted]'s root concerns and provide assistance.  When Mr. Rosen has attempted to correspond through email, the customer's responses are unclear and it makes it does not seem that the customer is willing to cooperate to allow the dealership to determine if a resolution can be reached. At this time, Mr. Rosen is still willing to try and assist the customer, but we would like to have Ms. F[redacted] speak directly to Mr. Rosen so that each party can have a better understanding of how the dealership can assist.  Please have Ms. F[redacted] contact Mr. Rosen directly at (847) 514-8055 or at (414) 282-9300 to further discuss her complaint.  We believe that if the customer does not want to work with the dealership to seek a resolution, then the complaint should be closed with your office. If you have any questions, please feel free to contact me at (414) 788-9001.  Thank you. Ruben B. C[redacted] Consultant

As the compliance consultant for the Rosen Group, I am writing to respond to the recent complaint that was filed with your office by [redacted].  We researched the claims made in the customer's complaint and discovered that on June 30th (2016), the dealership did attempt to secure appropriate...

financing for Ms. [redacted] as she pursued the purchase of a vehicle.  At that time, inquiries were made by financial institutions for the purpose of securing credit.  Subsequently, on July 6, the dealership made one last attempt to secure Ms. [redacted] with credit.  The dealership's records reflect that after this date there should have been no more inquiries made by financial institutions as a result of Rosen's attempt to assist the customer with securing credit. There was no information found to reflect that the dealership was not authorized by Ms. [redacted] to secure vehicle financing on her behalf.  At this time, we believe the dealership's attempts to assist the customer was reasonable.  If the customer had informed the dealership that she no longer was interested in pursuing any financing options, the dealership would have stopped trying to secure financing for her. If you have any questions, please feel free to contact me at (414) 788-9001.  Thank you. [redacted]