Stadium Nissan

Thnank you, I have resolved the complaint Regarding # [redacted] No need for further actionThank you for your efforts in this matterSincerely, [redacted] *** [redacted]

In response to this complaint we have been in contact with the consumer and have made attempts to try to make him happy. When he originally consummated the transaction the consumer was given the option of both purchasing or leasing the vehicle by the sales manager. ... The consumer decided to move forward with the lease and then completed all of the paperwork with the finance manager who also gave him the option of buying the vehicle or leasing it and he again decided to move forward with the lease. The consumer then took the car home and to our knowledge was a happy customer. Later that same day the consumer returned stating that he did not want to lease any longer and wanted to switch it to a purchase. California law does not provide for a cooling off period or other cancellation period for vehicle sales. Therefore, you cannot later cancel the contract simply because you change your mind, decide the vehicle costs to much, or wish you had acquired a different vehicle. That being said we still wanted to make sure that he was happy so we decided to rescind the lease contract and switch the transaction into a purchase. He resigned all of the paperwork with the same finance manager and the finance manager offered to try to get him a lower interest rate once the purchase was submitted to the lenders. The next day the finance manager called the consumer and informed him that we were able to secure financing at a lower interest rate and that we would need the consumer to come in and sign a contract with a lower payment. The consumer had not shown up yet that day so the finance manager then went home since his shift was over. When the consumer arrived another finance manager offered to help with the transaction and when he brought him in the office he printed out what had been stored in the computer which was a payment that was $15.00 lower than the original payment that included a service contract (the original finance manager had planned on reviewing this option with the consumer). Our policy requires that a finance manager surrender an unexecuted (unsigned) copy of the contract to the consumer for them to review to make sure that everything is correct. So if there is anything missing or incorrect it can be fixed before it is signed. When the consumer realized that there was a service contract he pointed it out and was upset. The finance manager did not know the terms or anything discussed between the consumer and original finance manager so he went to the sales manager and asked for assistance. The sales manager then removed the service contract and explained there was no ill intent, apologized for the misunderstanding and signed a new contract that was $30.00 lower than his original payment. The consumer then took the car home and to the best of our knowledge was a happy customer. Then a few days later he called our Customer relations manager and stated that he had a bad experience with the finance manager when he came in to resign the contract. He felt that the finance manager was stuffing a service contract into the purchase which he didn't agree to. Once again, there was never a contract that was signed by the consumer that included a service contract. So our customer relations manager opted to give him the service contract for no charge(a 995.00 value) in order to make him happy. The consumer then agreed to take the service contract at no charge and to our knowledge was a happy customer. I feel we have gone above and beyond to try to make this consumer happy. We had every right under California law to not cancel the original lease contract. We are all human and sometimes when we try to help we end up making things worse, which seems to be the case in this scenario. We admitted that, apologized for any misunderstanding, and also compensated the guest for the inconvenience.

*** ***- Nissan replaced Transmission under warranty. Respectfully,*** ***Consumer Advocacy ManagerStadium NissanWKatella Ave.,Orange, CA 92867Direct Line: (714) 923-5174Mobile: (951) 415-9908Email: ***@kengarff.com

I SPOKE WITH THE GUEST AND EXPLAINED THAT WE DO NOT STAND FOR THIS TYPE OF BEHAVIOR FROM OUR STAFF AND THAT WE REPREMANDED THE EMPLOYEE THAT WAS INVOLVED. I APOLOGIZED FOR ANY STREE OR INCONVIENENCE THIS MAY HAVE CAUSED

Revdex.com:
I have reviewed the response
made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
They did not propose any action in their response for my complaint filed almost years ago
Regards,
*** ***

*** *** -Complaint # : *** Talked to customer and gave him second key. Respectfully,*** ***Consumer Advocacy ManagerStadium NissanWKatella Ave.,Orange, CA 92867Direct Line: (714) 923-5174Mobile: (951) 415-9908Email: ***@kengarff.com

*** ***- No warranty coverage Respectfully,*** ***Consumer Advocacy ManagerStadium NissanWKatella Ave.,Orange, CA 92867Direct Line: (714) 923-5174Mobile: (951) 415-9908Email: ***@kengarff.com

Thnank you, I have resolved the complaint Regarding #[redacted]. No need for further action. Thank you for your efforts in this matter. Sincerely, 
[redacted]

[redacted]- No warranty coverage Respectfully,[redacted]Consumer Advocacy ManagerStadium Nissan1140 W. Katella Ave.,Orange, CA 92867Direct Line: (714) 923-[redacted]Mobile: (951) 415-9908Email: [redacted]com

I am asking [redacted] to provide an additional key at no cost and also for them to remove the damage the from the back and front bumper. It clearly states on the [redacted] Certified Pre-Owned Inspection Checklist that the car was inspected for mismatched paint and the body is free of...

sctraches and dents. Its also states that the car comes with 2 keys. So I am asking them to resolve this customer service issue asap thank you.

Yes I would like the business to respond to my compliant

In response to this complaint we have been in contact with the consumer and have made attempts to try to make him happy.  When he originally consummated the transaction the consumer was given the option of both purchasing or leasing the vehicle by the sales manager. ...

The consumer decided to move forward with the lease and then completed all of the paperwork with the finance manager who also gave him the option of buying the vehicle or leasing it and he again decided to move forward with the lease.  The consumer then took the car home and to our knowledge was a happy customer.
   Later that same day the consumer returned stating that he did not want to lease any longer and wanted to switch it to a purchase.  California law does not provide for a cooling off period or other cancellation period for vehicle sales.  Therefore, you cannot later cancel the contract simply because you change your mind, decide the vehicle costs to much, or wish you had acquired a different vehicle.  That being said we still wanted to make sure that he was happy so we decided to rescind the lease contract and switch the transaction into a purchase.  He resigned all of the paperwork with the same finance manager and the finance manager offered to try to get him a lower interest rate once the purchase was submitted to the lenders.
   The next day the finance manager called the consumer and informed him that we were able to secure financing at a lower interest rate and that we would need the consumer to come in and sign a contract with a lower payment.  The consumer had not shown up yet that day so the finance manager then went home since his shift was over.  When the consumer arrived another finance manager offered to help with the transaction and when he brought him in the office he printed out what had been stored in the computer which was a payment that was $15.00 lower than the original payment that included a service contract (the original finance manager had planned on reviewing this option with the consumer).  Our policy requires that a finance manager surrender an unexecuted (unsigned) copy of the contract to the consumer for them to review to make sure that everything is correct.  So if there is anything missing or incorrect it can be fixed before it is signed.  When the consumer realized that there was a service contract he pointed it out and was upset.  The finance manager did not know the terms or anything discussed between the consumer and original finance manager so he went to the sales manager and asked for assistance.  The sales manager then removed the service contract and explained there was no ill intent,  apologized for the misunderstanding and signed a new contract that was $30.00 lower than his original payment.  The consumer then took the car home and to the best of our knowledge was a happy customer.
   Then a few days later he called our Customer relations manager and stated that he had a bad experience with the finance manager when he came in to resign the contract.  He felt that the finance manager was stuffing a service contract into the purchase which he didn't agree to.  Once again, there was never a contract that was signed by the consumer that included a service contract.  So our customer relations manager opted to give him the service contract for no charge(a 995.00 value) in order to make him happy.  The consumer then agreed to take the service contract at no charge and to our knowledge was a happy customer.
   I feel we have gone above and beyond to try to make this consumer happy.  We had every right under California law to not cancel the original lease contract.  We are all human and sometimes when we try to help we end up making things worse, which seems to be the case in this scenario.  We admitted that, apologized for any misunderstanding, and also compensated the guest for the inconvenience.