Rosenthal Nissan Mazda

Review: I PURCHASED AN 2008 MAZDA WITH 40115 MILES ON IT WITH AN EXTEENED WARRANTY FOR 48/60000 MILES . ROSENTHAL CALLED IT IN TO THE WARRANTY PEOPLE FOR ONLY 50000 MILES .I HAVE CONTACTED THE DEALER AND AFTER FAXING A COPY OF MY AGREEMENT THEY ARE NOT RETURNING MY PHONE CALLSDesired Settlement: HONOR THE AGREEMENT OR RESEND THE ENTIRE AGREEMENT

Review: The sticker on the brand new 2012 Nissan Rogue I purchased in May 2012 says the average miles per gallon City is 22 mpg and for highway 26 mpg. I have brought this vehicle back to the dealer at least 4 times now and I have always complained that I am not getting the mpg indicated in the sticker. (I still have the sticker.) The delaer during the first 3 times I brought the vehicle kept telling me to wait until the vehicle is broken in. The last time I brought the vehicle, the dealer had me leave the vehicle for a day so they can test it. They could not get the vehicle to go to 22 mpg either. I purchased the vehicle because in the sticker in said 22 mpg. If this is an average, then in some days I should be getting more than 22 mpg and in some days less to come to the 22 mpg average. I have never exceeded the 22 or the 26 mpg average they claim in the sticker. They also claim these averages come from EPA, however, they've used it and clearly it is to entice customers of the fuel consumption of the vehicle. If other exact vehilces are getting the sticker the 22 mpg or more, then, there must be something wrong with my vehicle. However, I do not have the confindence that the dealer will admit that there is something wrong with my vehicle.

My complaint hen is on false advertising and poor service quality.Desired Settlement: Either the dealer repairs the vehicle so it gets the 22 mpg average or replace the vehicle.

Review: On September 5, 2013, my husband and I purchased a 2007 [redacted] from Rosenthal Nissan and while processing the invoice/finances, the Business Representative [Harun] sold us the service agreement for $2,070 and was told that we have up to a year to cancel the coverage if we decide to not continue the coverage and will receive a full refund of the amount and we paid cash for the entire transaction. I contacted the Dealership on or about August 19th and was advised that the Harun no longer works there and his replacement [whose name is also Harun] indicated that we were misinformed by the amount to be refunded. The "new" Harun indicated that we can only be refunded proportionately based on the mileage and time elapsed. I indicated to him that this was not our understanding and had that been the case, we would have not purchased the service warranty. The "new" Harun indicated that he will speak to his Supervisor. Several days passed and no return calls from Rosenthal. I have called numerous times and finally was able to reached a nice Receptionist, Elizabeth Leathers, and had fax me the form to fill-out to cancel the coverage. Since then, I have been playing phone tag with Harun and his Manager, Ash R[redacted]. In the meantime, Harun’s Supervisor, Mr. T[redacted], contacted my husband at home indicating that they will write a check while I was speaking to Mr. R[redacted] about the situation and explicitly express that what Rosenthal is now telling me that only a pro-rata refund will be given is simply unacceptable. Mr. R[redacted] took my name and phone number and indicated that he will research the case [this was August 26th]. I have called Rosenthal many more times thereafter leaving messages but no one was returning my calls. I have not heard from Mr. R[redacted] for a long time and I began to research some resources available to consumers. I contacted the Revdex.com handling the Vienna, VA branch on September 2nd and spoke to a Representative [Mr. Howard Stone? I don’t have my full notes with me as I write this complaint] explained the whole situation and suggested that I may give Mr. R[redacted] another chance. When I called Rosenthal on September 4th, the “new” Harun answered my call as Mr. R[redacted] was off that day and he agreed that that it is not right that I was being dodged by the Rosenthal Management. He then took note of my number and e-mail address once again and indicated that he will speak to Mr. R[redacted] about it and agreed that he will e-mail me confirming receipt of my fax of the Cancellation Letter. I have not heard from any of the Rosenthal people. I currently do not have my files with me as I submit this complaint but will provide more details of the numerous dates I have attempted to communicate with Rosenthal if needed.Desired Settlement: My husband and I would like a full refund of $2,070 as was informed at the purchase date of this product.

Business

Response:

September 24, 2014Dear [redacted],I am responding to your letter dated September 18, 2014, in reference to the complaint filed by [redacted].[redacted] is stating that when she purchased the service agreement from Rosenthal Nissan Mazda, the Finance Manager informed her verbally that the service agreement could be canceled up to 1 year after purchase and receive 100% back of the purchase price.The Finance Manager, Haroon K[redacted] is no longer employed at Rosenthal Nissan Mazda. In the history of Rosenthal Nissan Mazda we have never allowed any customer to flat cancel their service agreement in the first year and receive a 100% refund on the purchase price. If there was any agreement to allow this cancellation, there would be a formal document signed by both parties.If [redacted] has any written documentation to support her claim, we would be happy to review.Therefore, I believe the amount already refunded for the cancellation of the service agreement in the amount of $1089.00 is correct.If you have any questions, please feel free to contact me at ###-###-####.Sincerely,Cyndi MController

Consumer

Response:

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved] Review: [redacted]I am rejecting this response because: At the time of closing the transaction and completing the paperwork, my husband and I asked if there is anything we could have for the contract and Mr. K[redacted] indicated that there is really nothing to give us. However, he provided us a brochure listing what is covered and what is not and indicated that this is really all we need. It is my belief that if Rosenthal is being prudent and would like to maintain a good reputation, they should demonstrate to Revdex.com and me that they have tried to reach Mr. K[redacted].

Additionally, it may be a good idea for Revdex.com and VA's Customer Protection Agency to pay Rosenthal a visit and observe how they handle these closings. This may just well truly demonstrate that this is what is comumincated to the customers during these long-winded transactions/experiences. Much like anything else, Dealers are happy and expressed that they would help you in any way just to gain your business; but more often than not, sad to say, typically, businesses forget about the customers once the transaction is closed.

Furthermore, we received a check as indicated in Rosenthal's response without disclosing how the amount was reached. I would like to see how the refund was calculated.Regards,[redacted]

Business

Response:

October 6, 2014Dear [redacted],I am responding to your letter dated October 1, 2014, in reference to the complaint filed by [redacted].[redacted] should have received her vehicle service contract with her other paperwork at time of purchase. In her contract, section 8 clearly states the OualityGuard+Plus cancellation process. Attached you will find a copy – QualityGuard policy can be cancelled in full up to 60 days from VSC effective date and how the calculation is done after 60 days. Attached you will also find the copy of the cancellation calculation we received from Nissan Service Contract Processing.In regards to [redacted] not receiving paperwork at the time of the transaction she should have received the Vehicle Service Contract which states what is covered, what is not covered, cancellation and transfer policy. I have checked the deal folder and the customers copies are not in the folder.In all of our years of business no customer has ever been allowed to cancel a service agreement within the first year and receive a 100% refund on the purchase price and this is the first time we have received regarding this type of complaint.If you have any further questions, please feel free to contact me at ###-###-####.Sincerely,Cyndi MController

Consumer

Response:

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved] Review: [redacted]I am rejecting this response because:

To address Rosenthal’s claim that the Ms. M[redacted] checked the customer’s file and that copies are not in the folder and this is because, as I stated in my complaint, we were told by Mr. K[redacted] at that time that they are out of copies and that a simple brochure was provided.

Review: Rosenthal Nissan damaged my vehicle while it was being serviced. They promised to repair the vehicle. The vehicle was not repaired properly. The service department is refusing to repair the damage properly.Desired Settlement: Repair conducted by a reputable professional bodyshop, or compensate to have it appropriately repaired.

Review: Two complaints. First the finance department agreed to match an interest rate. After signing the contract, they called later trying to pressure us into changing the agreed interest rate. When we didn't, the credit score of my co-signer was lowered. Following the disagreement, we chose our own credit union to get the loan for the car. After submitting the payment, we have been unable to get permanent tags or registration. It has been over a month and every time I call, I'm transferred to another department or told that I will receive a call that never comes.

I also would like to note that we were sold a different model of the car than what we were told. I'm not filing a separate claim because I feel partially responsible for not paying more attention to it during the process.Desired Settlement: I want my permanent plates and registration. I'm out of the state working and I'm driving around in with expired temporaries.

Review: The salesmen that work at this dealership lie in order to sell cars it’s as simple as that. [redacted] told me lie after lie until I signed on the dotted line. My payments ended up being more than I was originally told and I was not given the free oil changes he offered me at the time of sale. At a minimum find a different dealership/salesperson. Again stay away from [redacted] he will tell you what you want to hear.Desired Settlement: I would like to work out something closer to our original agreement.