Sansone Auto Network

This matter has been amicably resolved between the parties.

I am rejecting this response because:This is a lie!  Sansone Automall had me under the impression that they would work to get me out of the vehicle and put me into another vehicle, they just needed time to get the approval from higher management. At first they blamed the delay of the switch on the holiday season. Then after the new year came in, they started blaming the hold up on each other, within sales, the service department and even Chrysler!  I have names of all of the individuals I spoke with, in person and on the phone!  I accused Sansone of trying to buy time while the car was being repaired and sure enough as soon as the vehicle was finished, they suddenly had the right phone number to contact me and threatened me to come pick the vehicle up or I would be responsible for the cost of the rental, storage and all other charges and fees!  This has been nothing but a nightmare!  I will never deal with them after this!!!

Complaint: [redacted]
I am rejecting this response because:
In my last response I already stated that the address had to be changed. The only address that is on the final bill of sales is the correct and only address. 
Regards,
[redacted]

[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.
Regards,
[redacted]

As a prior Customer, the Consumer was sent a letter regarding a program running at Sansone Nissan.  However, the letter explicitly said "with potentially no money out of pocket and keep the same payment$250.00 that you are paying now" in bold print.  The letter also said "you...

may be able to upgrade to a brand new 2015 or 2016 model".  It did not only reference a 2016 model.  The Customer was offered a brand new 2015 [redacted] with the same monthly payment $250 with $1,300.00 down for inception fees, motor vehicle and first payment.  Her desired settlement of a 2016 [redacted] with the current $250 payment and no money down is not what was promised.

After reviewing Mr. [redacted]'s response, we have decided to resolve this matter.  Solely in the spirit of good will, not to be misinterpreted as any admission of wrongdoing, we are prepared to tender $185.00 to the Consumer.
 
I have requested a check from the Accounting Department and will forward same upon receipt.

The Service Manager for Sansone Toyota met with the Consumer and they resolved this matter to Ms. [redacted]'s satisfaction.

The Customer's $500.00 deposit charged on her debit card was reversed.  In addition, the check initially given to the dealership in the amount of $1,500.00 bounced and was redeposited on October 21st when it cleared.  A refund check in the amount of $1,500.00 was mailed directly to...

the Customer and she is now in receipt of her entire $2,000.00.We are now closing our file.

Sansone Kia stands by its position that the "Documentary Fees" were appropriately charged to the Customer.  These fees, like sales tax, are added to the negotiated purchase price so as...

to off-set certain transactional expenses incurred by the dealership, which is standard in the industry.  
Notwithstanding that the Documentary Fee charge was appropriate, in the spirit of customer goodwill, we will, in this instance only, refund said fees in the amount of $399.00.
 
Please advise if this is acceptable to the Customer.
 
Lastly, my contact information is below.

Representatives of the dealership are currently working with the Consumer and hope to resolve all issues.

I responded on August 29, 2016, as follows:   The Manager spoke with Mr. [redacted] and is waiting for him to email a copy of the bill he received from [redacted] so they can try and resolve this matter.

rgb(254, 254, 254);">This is regarding complaint ID [redacted]. Sansone Toyota has resolved the issue and gave us our money back. Thank you.

Response from Toyota Manager [redacted]:
 
WE WILL HONOR THE TRUE CAR NUMBER BUT WE HAVE TO LOCATE THE VEHICLE FROM ANOTHER DEALER.I DONT KNOW IF WE CAN GET THE EXACT CAR BUT I WILL TAKE A LOOK . TELL THE CUSTOMER WE WILL TAKE THE ADDITIONAL $200.00 OFF THE SELLING PRICE OF...

THE NEW VEHICLE IF WE CAN FIND IT. IF IT WILL HELP THE CUSTOMER CAN CALL ME DIRECTLY AND I WILL PERSONALLY HANDLE THIS. - [redacted] - Toyota Sales Manager

[redacted]
I am rejecting this response because:the ac conditoning system was clearly working before the car was dropped off for repairs. After that the ac system was not performing after the initial repair.
Regards,[redacted]

Complaint: [redacted]
I am rejecting this response because:THEY SENT MY PAYMENT TO A COLLECTION AGENCY. [redacted] COLLECTION SERVICES WITCH IS NOW ON MY CREDIT REPORT. ALSO CHECK STILL NOT IN MY POSSESSION. AND AS I SAID WE HAD A DEAL FOR A LEASE NOT A FINANCE AGREEMENT THEY NEVER TOOK OVER MY OLD LEASE HAD ME RETURN THE CAR MAKE THE PAYMENT AND AS OF TODAY I STILL DONT HAVE A CAR THAT THEY LEFT ME WITHOUT CAUSE OF THEIR MISTAKE THAT TOOK THEM 14 DAYS TO SEE, WHAT THEY DID WRONG. AS THEY SAY THE CHECK IS STILL ON ITS WAY. WHEN THE AGREEMENT WAS ON MONDAY WE DELIVER YOUR HONDA TO BROOKLYN WE PICK UP KIA AND WE WILL HAVE CHECK THEIR AND I HAD TO RESOLVE ALL THIS WITH MY PROFF THAT THEY TOOK THE MONEY FROM MY ACCOUNT  
Regards,
[redacted]

Review: We agreed upon a price for a vehicle and the final contract signing an additional $399.99 fee was added to the contract. We were told it was a part of the contract called documentation fee for their clerical paperwork. we were not informed until the end of this process signing all other forms were signed. This raised the price of the purchase price that was agreed upon from the beginning.Desired Settlement: $399.99 taken off our bill.

Business

Response:

Sansone Kia stands by its position that the "Documentary Fees" were appropriately charged to the Customer. These fees, like sales tax, are added to the negotiated purchase price so as to off-set certain transactional expenses incurred by the dealership, which is standard in the industry. Notwithstanding that the Documentary Fee charge was appropriate, in the spirit of customer goodwill, we will, in this instance only, refund said fees in the amount of $399.00. Please advise if this is acceptable to the Customer. Lastly, my contact information is below.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution is satisfactory to me.

Review: When I purchased car in November I gave $100 deposit, when I picked car up the $100 was not deducted from the contract. When I realized Sansone's error, I contacted the dealership and requested a refund. After many many phone calls and 2 months later, I finally received a check, but the check was only $76.00 with no explanation. After many more phone calls I was told that they deducted for additional motor vehicle fees that were not included on contract. I have requested a copy of that receipt numerous times, still nothing. I was never sent an invoice for additional fees and nothing was mentioned until I asked for MY money back. The customer service is awful. The manager, constantly says I will call you back and never does. There is no excuse for this to take so long to be resolved. I gave them a $100 deposit, not $76 and I never authorized Sansone to keep/use any of my deposit for anything else and was never notified of any additional charges.Desired Settlement: I want my $24.00 refunded along with an apology. Thank you

Business

Response:

In response to Mr. [redacted] complaint, I have reviewed the transactional sales file. According to the Buyer's Order, the total amount due and owing from the Customer was $14,958.37. Mr. [redacted] gave us $100.00 deposit charged to his credit card, a $10,000.00 personal check, and $4934.37 was also charged to his credit card, for a total of $15,034.37. Subtracting the amount due of $14,958.37 from $15,034.37, Mr. [redacted] overpaid us by $76.00, which was returned to him.We apologize for not having explained this to him sooner.

Consumer

Response:

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

Review: I took my car to the dealership for a full diagnostic to be done they could not find the problem. They then stated the oil pan should be removed to find the oil pump and test it. They stated the oil pump was not located in or near the oil pan. They would need to do additional testing on the vehicle to find out what is wrong with it. All of these testings would require additional charges they are not very helpful to the customer and this is highway robbery.Desired Settlement: I would like to be refund of $500.00 I am willing to pay for the diagnostic as it was the original request that was made. The charge for the pulling of the oil pan should be given back to me and I am not going to let them do the suggested additional charges for further testing so no refund is required for that.

Review: I purchased warranties and a guarantee with a 2011 Lexus GS 350 on 1/15/2014. I refinanced the vehicle on 4/24/2014 and on that date, contacted [redacted] of Sansone Auto by phone and requested a refund. She requested that I fax her a letter of request and I immediately faxed it to her office. She told me that it would take about 45 days for me to get the refund.

I waited until the first part of June before contacting Ms. [redacted] again. This time she told me to fax proof that I had paid off the original loan and that a Ms. [redacted] would send me a check that day.

I have still not received my refund.Desired Settlement: I want a refund from the time of my original request within a reasonable period of time. I have been waiting since 4/24/2014.

Review: Sanone agreed to make the last two payments on my [redacted] and I leased a 2014 Rogue that was on 12/21/2013. My [redacted] lease end 2/2014. Sanone turned my car in on 4/31/2014. Five months after I leased the Rogue, two months after the lease was up. SANONE also didn't make the payments and I gave them my [redacted] with 36k plus miles on it. They turn it in with 39k plus. Also the change me for three payment owned on my [redacted] not two. When trying to resolve this issue they told me they would call me back and never did. Then when I contacted [redacted]. they told me that there is nothing they can do but they will send out someone to investigate the issue but can't tell me what action they are going to take. And for me to call the dealership or contact [redacted]. When I contacted [redacted] I got the same answer call the dealership. The same SANONE NISSAN DEALERSHIP THAT REFUSE TO CALL ME BACK. Thanks a lot [redacted] for letting me now how you treat the little customer. And allow your customers to get taking advantage of by a dealership that carries your name with you permission.Desired Settlement: Pay [redacted] like they agreed and refund the overcharge for my [redacted] lease payment