Initial Business Response /* (1000, 8, 2016/02/17) */
Contact Name and Title: *** ***
Contact Phone: XXXXXXXXXX
Contact Email: ***@***.com
We spoke with Mr*** about this gift card and how we have verified it for AutoHook to send out and email with the gift cardIt was
emailed to ***@yahoo.com on 1/13/- 1/30/It may show up as spam mailIf he is not able to find it then we will just cut him a checkThis $gift card is issued from an outside company, but we will honor it
We have tried many times to get this to him, and we verify these everyday to customers, so something is not right with his email or it is going to spam
we are glad to make it right
Initial Consumer Rebuttal /* (2000, 10, 2016/02/17) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Complaint: ***
I am rejecting this response because:I agreed to and payed for a new car What I received was a used car with very low miles that was dirty and damaged According to the Missouri law we had days to exchange/return the car if we were not satisfied but the dealership denied us thatThe dealership soaked our car with chemicals in an attempt to clean it up and now my family needs to deal with that, that is not a new car The dealership wanted to cut up and upholster the seats and or remove a seat in order to repair the damage; that is not acceptable;eIt is not my concern who damaged this car nor should I be responsibleI purchased a new car and I should not have to deal with this The dealership refuses to even address the rebate issue Part of the deal and the purchase was 0% financing with $rebateThe dealership took this rebate from usWe never got it Message to Revdex.com:I am hoping that Revdex.com is here as a resource to protect consumers from businesses such as this If there are any other resources that can help us with this matter please contact us.
Sincerely,
*** ***
I am submitting copy's of the promotion sent to the customerI could possibly put him in contact with the company that printed themHowever since it clearly states the promotion was December and the customer came in in January the prize card would have been invalid anyway. As for the conversation that happened at the dealership ,*** our general manager has a different versionI have included that below. There were many holes and conflicting points on this complaint.The sale dates clearly stated Dec28th through Dec.30th, Customer came to the dealership on Wednesday, January 3rd, The pull tab offer never stated that you won, it said come to dealership to see if your prize matchesThe sale was run by an outside company and they ran the sale during those dates with all the information on the matching prizesCustomer came in the following week.Also, the customer threatened to sue the company who did the mailer and our company and that is when I said, "good day and our lawyers can speak"Customer then became visibly upset and threatened to come back to "get me".Then customer gets in truck, hen decides to go to other building and harrasses two female employees and highly intimidates him.Not only do we not want his business, but we ask that he not come back to our store again.In conclusion, I have given the apology that the customer requested because I am sorry that he was disappointed in his visitI fear there will be no positive resolution ,due to the fact we will not be issuing the compensation request
We completely understand the the customers frustration,and worked hard with Volkswagen Corpto find a resolution that was acceptable to the customerWe are aware of the first payment being made by the customer,which was why we made the first payment on the new SEL leaseSince they made a second
payment ,we have sent VW credit a payoff that will be higher than the balance Once the deal is processed though VW credit the overage "second payment" will be refunded to the customerif the refund is not received by customer in time for their second payment is due 9/27/We will in good faith make that payment.I f there is confusion or have any questions do not hesitate to contact *** ***,General Manager at *** *** *** or ***,Executive Assistant at *** *** ***
The service director has been in contact with *** ***,We do understand her frustrationWe have tried to duplicate the issue and have been unsuccessfulThe service director is still willing to tryWhen I spoke with the customer she feels we do not careThat is not the caseIf we could find something to repair we wouldShe is very upset with how much time she has spent on thisI suggested she call Nissan ,the maker of the vehicle and issue her complaint ,she took that has we did not careI am sorry, without getting something to malfunction for us we have nothing to repairthe consumer affairs line for Nissan is ***
The service director is very concerned with this issueHe has reached out to *** ***, they have make an appointment on Monday 10/23/17.He will be meeting her personallyThe vehicle will be checked again to gain a better knowledge of how we can advise or assist
I am sorry it has taken so long to respond to the rejectionOur general manger is unsure how to resolve this He has done all he can hereThere is a consumer affairs line for VolkswagenThe # is ***.Please feel free to contact Beau Schwartz , General Sales Manger *** *** ***
Initial Business Response /* (1000, 10, 2015/08/31) */
I have checked into the issue regarding the diagnosis on Ms***'s ChevroletThe scan tool that is used for diagnosis on Domestic vehicles does not have a printerThere is no way for us to provide any type of printed documentation of the
needed repairsIf the repairs that were performed on the vehicle did not repair the concerns, then all the customer has to do is call us and we will be more then happy to look at any issues again at no charge to the customerIt is not uncommon that most aftermarket scan tools to not have a print mode attached for diagnosisHowever the codes associated with the needed repairs are:
***
***
The customer was also informed that to resolve all the issues the spark plugs would need to be replaced which would fall under maintenanceThe customer declined any work that was not covered by the warranty companyUnfortunately there will be more issues that occur when driving a vehicle without proper maintenance being completedif the customer would like a copy of all hand written notes by the technician, I can provide that
*** ***
Service Director
Initial Business Response /* (1000, 5, 2015/05/07) */
Unfortunately, this customer's vehicle is no longer covered under any warranty since it was purchased approximately months ago and has over 138,miles recordedThe manufacturer, Nissan, has never issued a recall for the repairs her
vehicle would requireThat said, we are not unsympathetic to her concerns and our Pre-owned department manager is currently working with her to secure financing and trade out into a different vehicle
Initial Consumer Rebuttal /* (3000, 12, 2015/05/08) */
The pre-owned manager did call me last TuesdayHe said he had a van he was going to get me in and asked if that was acceptableI said yes, anything they could get me in would be great! (I am currently making payments on a non drive able carBeing a single mom of three kids I am desperate to have ANY vehicle at this point)I gave him all the info he asked forHe said he would call me back before the end of the dayHe did call the next morning to get permission to run my credit and said he would call backThat was over a week ago and I haven't heard anything! I already have a pre-approval letter from my own financial institution so I'm not sure what could possibly be taking so long(except to "claim" they are helping me for Revdex.com purposes)There is CONSTANT commercials from Suntrup stating they pay $5,over KBB valueI am upside down only $4,000, It seems to me that no one is actually helping me and that the commercials are just to bait people to come in
*** from Suntrup contacted me when I gave a bad review to a car rate website, I immediately gave her my contact information (twice) but as soon as the website didn't accept my review stating the time had been too long, she too vanishedI would like someone to do what they say they are going to do
Final Business Response /* (4000, 14, 2015/05/18) */
By the date of Ms***'s response, she had spoken at length multiple times with both a salesman and our special finance manager in the Pre-owned departmentWe were able to get an approval for her on a minivanShe declined to proceed
With regard to her pre-approval from a financing institution, our special finance manager states this offer was never presented to him in their talks about the trade and may very well have caveats regarding down payment amount and/or limit on inequity which would not necessarily accomplish the type of financing which would fit her budgetIf Ms*** would still like to try trading out her vehicle, we'd be happy to take a look at this letter and try to secure financing with her institution
Finally, the substantial inequity in her vehicle unfortunately makes her claims with regard to the KBB value promotions moot in her particular caseEven if we were able to give her the full $5,over KBB value on her currently inoperable vehicle, we would still have to finance the shortfall into her new loan plus the value of the new car, and her payments would increase beyond what is my understanding she is willing to pay
Initial Business Response /* (1000, 6, 2015/04/30) */
Because this customer's mother, the primary on the loan, lives out of state most of the delay he describes was due to following out-of-state procedures with the DMV in the state where she livesWe stayed in frequent contact with Ms*** the
mother, on the status of the paperwork and pay-offAs a good faith gesture, the difference in the payoff amount was remitted to Mr*** via check on 4/28/15, and he is now also in receipt of the paperwork for registering his vehicle
Initial Consumer Rebuttal /* (2000, 8, 2015/04/30) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Sincerely,
*** ***
So basically the business just makes a few statement, and just like that case closedI'm very disappointed hereConsumer deception shouldn't be taken lightlyI believe I spelled out a strong case here for bait and switchDeceptive mail practice, and possible fraudI also noticed that someone else had a similar complaint right before I filed mineWhat a surpriseI'll stick by every word of my statement and experience I had with Suntrup NissanI've already contacted the AG's office of MissouriI'll keep pushing thisuntil this kind of nonsense doesn't happen again*** ***
Initial Business Response /* (1000, 5, 2015/05/22) */
Despite having a signed Retail Installment Sale Contract which obliged Mr*** to pay the down payment, we waived it for him as a good faith gesture, and he picked up his paperwork to register his vehicle on May 20,
Initial Business Response /* (1000, 8, 2015/09/18) */
Suntrup Nissan has refunded customer the cost of his diagnostic test
Initial Consumer Rebuttal /* (1500, 10, 2015/09/18) */
I was contacted by *** at Suntrup NissanShe sent me a refund for my diagnostic This problem is resolved
I am very sorry that the customer feels that they overpaid. The time for negotiation is usually before you sign the contract agreeing to the price.There are lots of variables to qualifying for rebates . But the final pricing is on the contract before the customer signs.This being said , The general...
manager, [redacted] was contacted about Mr. [redacted]'s dis satisfaction. He previously invited him to come in and sit with him to discuss it.He is still available to do that.[redacted]
I am sending some documents with a statement from the general manager,[redacted].We reviewed this all with Mr. [redacted] a few days after his purchase and agreed to handle the stain on his seats, which were performed. We set several appointmnents to get his key issue resolved and to look into any smell he said remained from the stain remover, and he missed every appointment. The sales person stayed in touch with the customer all along and tried to help resolve his concerns, but Mr. [redacted] was not interested in us helping. The incentives concern was immediately addressed after he bought the vehicle and explained in detail, as we have to disclose and honor all Nissan incentives. We have done everything we can to assist Mr. [redacted],
Initial Business Response /* (1000, 5, 2015/09/04) */
Suntrup Nissan agrees that the customer asked about the incentives going at the time. There were no incentives that could be combined with other offers. The sales tax incentive needed to be presented at time of purchase so that it can be...
rolled into the payments that are agreed upon by the customer and bank. We at Suntrup Nissan made sure to give her the best deal that we could.
First of all I am so sorry for any inconvenience caused by delivering the wrong vehicle to...
you. That is rare and can be difficult to unwind. [redacted] says he has contacted the customer about the issues caused by this and is working it all out. Our manager has agreed to split the $500 downpayment owed and pay for all late fees. Hopefully this addresses the situation if not please contact [redacted]Executive AssistantSuntrup Automotive group[redacted]
I am so sorry that this has been overlooked. I spoke to both the Sales manager & the Service manager neither were aware of the issue. I have been assured that the customer will be contacted today. We will get this issue resolved in the quickest manor possible. If you are not contacted today or...
just to give you a good contact.Do not hesitate to call me.[redacted]Executive AssistantSuntrup Automotive group[redacted]@suntrup.comP [redacted] Ext [redacted]
Initial Business Response /* (1000, 8, 2016/02/17) */
Contact Name and Title: *** ***
Contact Phone: XXXXXXXXXX
Contact Email: ***@***.com
We spoke with Mr*** about this gift card and how we have verified it for AutoHook to send out and email with the gift cardIt was
emailed to ***@yahoo.com on 1/13/- 1/30/It may show up as spam mailIf he is not able to find it then we will just cut him a checkThis $gift card is issued from an outside company, but we will honor it
We have tried many times to get this to him, and we verify these everyday to customers, so something is not right with his email or it is going to spam
we are glad to make it right
Initial Consumer Rebuttal /* (2000, 10, 2016/02/17) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Complaint: ***
I am rejecting this response because:I agreed to and payed for a new car What I received was a used car with very low miles that was dirty and damaged According to the Missouri law we had days to exchange/return the car if we were not satisfied but the dealership denied us thatThe dealership soaked our car with chemicals in an attempt to clean it up and now my family needs to deal with that, that is not a new car The dealership wanted to cut up and upholster the seats and or remove a seat in order to repair the damage; that is not acceptable;eIt is not my concern who damaged this car nor should I be responsibleI purchased a new car and I should not have to deal with this The dealership refuses to even address the rebate issue Part of the deal and the purchase was 0% financing with $rebateThe dealership took this rebate from usWe never got it Message to Revdex.com:I am hoping that Revdex.com is here as a resource to protect consumers from businesses such as this If there are any other resources that can help us with this matter please contact us.
Sincerely,
*** ***
I am submitting copy's of the promotion sent to the customerI could possibly put him in contact with the company that printed themHowever since it clearly states the promotion was December and the customer came in in January the prize card would have been invalid anyway. As for the conversation that happened at the dealership ,*** our general manager has a different versionI have included that below. There were many holes and conflicting points on this complaint.The sale dates clearly stated Dec28th through Dec.30th, Customer came to the dealership on Wednesday, January 3rd, The pull tab offer never stated that you won, it said come to dealership to see if your prize matchesThe sale was run by an outside company and they ran the sale during those dates with all the information on the matching prizesCustomer came in the following week.Also, the customer threatened to sue the company who did the mailer and our company and that is when I said, "good day and our lawyers can speak"Customer then became visibly upset and threatened to come back to "get me".Then customer gets in truck, hen decides to go to other building and harrasses two female employees and highly intimidates him.Not only do we not want his business, but we ask that he not come back to our store again.In conclusion, I have given the apology that the customer requested because I am sorry that he was disappointed in his visitI fear there will be no positive resolution ,due to the fact we will not be issuing the compensation request
We completely understand the the customers frustration,and worked hard with Volkswagen Corpto find a resolution that was acceptable to the customerWe are aware of the first payment being made by the customer,which was why we made the first payment on the new SEL leaseSince they made a second
payment ,we have sent VW credit a payoff that will be higher than the balance Once the deal is processed though VW credit the overage "second payment" will be refunded to the customerif the refund is not received by customer in time for their second payment is due 9/27/We will in good faith make that payment.I f there is confusion or have any questions do not hesitate to contact *** ***,General Manager at *** *** *** or ***,Executive Assistant at *** *** ***
The service director has been in contact with *** ***,We do understand her frustrationWe have tried to duplicate the issue and have been unsuccessfulThe service director is still willing to tryWhen I spoke with the customer she feels we do not careThat is not the caseIf we could find something to repair we wouldShe is very upset with how much time she has spent on thisI suggested she call Nissan ,the maker of the vehicle and issue her complaint ,she took that has we did not careI am sorry, without getting something to malfunction for us we have nothing to repairthe consumer affairs line for Nissan is ***
The service director is very concerned with this issueHe has reached out to *** ***, they have make an appointment on Monday 10/23/17.He will be meeting her personallyThe vehicle will be checked again to gain a better knowledge of how we can advise or assist
I am sorry it has taken so long to respond to the rejectionOur general manger is unsure how to resolve this He has done all he can hereThere is a consumer affairs line for VolkswagenThe # is ***.Please feel free to contact Beau Schwartz , General Sales Manger *** *** ***
Initial Business Response /* (1000, 10, 2015/08/31) */
I have checked into the issue regarding the diagnosis on Ms***'s ChevroletThe scan tool that is used for diagnosis on Domestic vehicles does not have a printerThere is no way for us to provide any type of printed documentation of the
needed repairsIf the repairs that were performed on the vehicle did not repair the concerns, then all the customer has to do is call us and we will be more then happy to look at any issues again at no charge to the customerIt is not uncommon that most aftermarket scan tools to not have a print mode attached for diagnosisHowever the codes associated with the needed repairs are:
***
***
The customer was also informed that to resolve all the issues the spark plugs would need to be replaced which would fall under maintenanceThe customer declined any work that was not covered by the warranty companyUnfortunately there will be more issues that occur when driving a vehicle without proper maintenance being completedif the customer would like a copy of all hand written notes by the technician, I can provide that
*** ***
Service Director
Initial Business Response /* (1000, 5, 2015/05/07) */
Unfortunately, this customer's vehicle is no longer covered under any warranty since it was purchased approximately months ago and has over 138,miles recordedThe manufacturer, Nissan, has never issued a recall for the repairs her
vehicle would requireThat said, we are not unsympathetic to her concerns and our Pre-owned department manager is currently working with her to secure financing and trade out into a different vehicle
Initial Consumer Rebuttal /* (3000, 12, 2015/05/08) */
The pre-owned manager did call me last TuesdayHe said he had a van he was going to get me in and asked if that was acceptableI said yes, anything they could get me in would be great! (I am currently making payments on a non drive able carBeing a single mom of three kids I am desperate to have ANY vehicle at this point)I gave him all the info he asked forHe said he would call me back before the end of the dayHe did call the next morning to get permission to run my credit and said he would call backThat was over a week ago and I haven't heard anything! I already have a pre-approval letter from my own financial institution so I'm not sure what could possibly be taking so long(except to "claim" they are helping me for Revdex.com purposes)There is CONSTANT commercials from Suntrup stating they pay $5,over KBB valueI am upside down only $4,000, It seems to me that no one is actually helping me and that the commercials are just to bait people to come in
*** from Suntrup contacted me when I gave a bad review to a car rate website, I immediately gave her my contact information (twice) but as soon as the website didn't accept my review stating the time had been too long, she too vanishedI would like someone to do what they say they are going to do
Final Business Response /* (4000, 14, 2015/05/18) */
By the date of Ms***'s response, she had spoken at length multiple times with both a salesman and our special finance manager in the Pre-owned departmentWe were able to get an approval for her on a minivanShe declined to proceed
With regard to her pre-approval from a financing institution, our special finance manager states this offer was never presented to him in their talks about the trade and may very well have caveats regarding down payment amount and/or limit on inequity which would not necessarily accomplish the type of financing which would fit her budgetIf Ms*** would still like to try trading out her vehicle, we'd be happy to take a look at this letter and try to secure financing with her institution
Finally, the substantial inequity in her vehicle unfortunately makes her claims with regard to the KBB value promotions moot in her particular caseEven if we were able to give her the full $5,over KBB value on her currently inoperable vehicle, we would still have to finance the shortfall into her new loan plus the value of the new car, and her payments would increase beyond what is my understanding she is willing to pay
Initial Business Response /* (1000, 6, 2015/04/30) */
Because this customer's mother, the primary on the loan, lives out of state most of the delay he describes was due to following out-of-state procedures with the DMV in the state where she livesWe stayed in frequent contact with Ms*** the
mother, on the status of the paperwork and pay-offAs a good faith gesture, the difference in the payoff amount was remitted to Mr*** via check on 4/28/15, and he is now also in receipt of the paperwork for registering his vehicle
Initial Consumer Rebuttal /* (2000, 8, 2015/04/30) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Initial Business Response /* (1000, 7, 2015/11/12) */
We can agree to disagreeWe will ( and have) make her first paymentCase closed
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Sincerely,
*** ***
So basically the business just makes a few statement, and just like that case closedI'm very disappointed hereConsumer deception shouldn't be taken lightlyI believe I spelled out a strong case here for bait and switchDeceptive mail practice, and possible fraudI also noticed that someone else had a similar complaint right before I filed mineWhat a surpriseI'll stick by every word of my statement and experience I had with Suntrup NissanI've already contacted the AG's office of MissouriI'll keep pushing thisuntil this kind of nonsense doesn't happen again*** ***
Initial Business Response /* (1000, 5, 2015/05/22) */
Despite having a signed Retail Installment Sale Contract which obliged Mr*** to pay the down payment, we waived it for him as a good faith gesture, and he picked up his paperwork to register his vehicle on May 20,
Initial Business Response /* (1000, 8, 2015/09/18) */
Suntrup Nissan has refunded customer the cost of his diagnostic test
Initial Consumer Rebuttal /* (1500, 10, 2015/09/18) */
I was contacted by *** at Suntrup NissanShe sent me a refund for my diagnostic This problem is resolved
I am very sorry that the customer feels that they overpaid. The time for negotiation is usually before you sign the contract agreeing to the price.There are lots of variables to qualifying for rebates . But the final pricing is on the contract before the customer signs.This being said , The general...
manager, [redacted] was contacted about Mr. [redacted]'s dis satisfaction. He previously invited him to come in and sit with him to discuss it.He is still available to do that.[redacted]
I am sending some documents with a statement from the general manager,[redacted].We reviewed this all with Mr. [redacted] a few days after his purchase and agreed to handle the stain on his seats, which were performed. We set several appointmnents to get his key issue resolved and to look into any smell he said remained from the stain remover, and he missed every appointment. The sales person stayed in touch with the customer all along and tried to help resolve his concerns, but Mr. [redacted] was not interested in us helping. The incentives concern was immediately addressed after he bought the vehicle and explained in detail, as we have to disclose and honor all Nissan incentives. We have done everything we can to assist Mr. [redacted],
Initial Business Response /* (1000, 5, 2015/09/04) */
Suntrup Nissan agrees that the customer asked about the incentives going at the time. There were no incentives that could be combined with other offers. The sales tax incentive needed to be presented at time of purchase so that it can be...
rolled into the payments that are agreed upon by the customer and bank. We at Suntrup Nissan made sure to give her the best deal that we could.
First of all I am so sorry for any inconvenience caused by delivering the wrong vehicle to...
you. That is rare and can be difficult to unwind. [redacted] says he has contacted the customer about the issues caused by this and is working it all out. Our manager has agreed to split the $500 downpayment owed and pay for all late fees. Hopefully this addresses the situation if not please contact [redacted]Executive AssistantSuntrup Automotive group[redacted]
I am so sorry that this has been overlooked. I spoke to both the Sales manager & the Service manager neither were aware of the issue. I have been assured that the customer will be contacted today. We will get this issue resolved in the quickest manor possible. If you are not contacted today or...
just to give you a good contact.Do not hesitate to call me.[redacted]Executive AssistantSuntrup Automotive group[redacted]@suntrup.comP [redacted] Ext [redacted]