I am sorry that [redacted] has not been responded to. There is no excuse for that. I have not spoken to Frank on why.He has been out of the office.I have attached signed documents on the purchase of the CNA extended warranty,and the authorization to hold papers till all complete.However I can not find a...
cancellation request. There for , I don't want to delay this process so I have both attached a cancellation for here and e-mailed one to [redacted].if I can get this back in a timely manner I myself will try to expedite this process. any further questions please do not hesitate to call me @ [redacted]Executive AssistantSuntrup Automotive group[redacted]@suntrup.com[redacted]C[redacted]
Complaint: [redacted]
I am rejecting this response because:
The finance officer, [redacted], never asked me if I wanted an extended warranty/service agreement. He never informed me that he was adding the cost of an extended contract/service agreement to the loan. I was given several forms to sign on the date I purchased my car and ALL of them showed a higher starting price than the final agreed upon purchase price. I admit to having some responsibility in that I did not go over the loan agreement with a fine tooth comb, and discovering that the contract had been added without my consent. However, the nature of my complaint is that the contract has not been cancelled as requested. I notified [redacted] on April 11, 2016, (the Monday after I discovered what he had done), that I wanted immediate cancellation of the contract. He assured me that he was going to cancel the contract, but it appears he made no effort to do so. While I believe Mr. [redacted] intentionally tried to scam me, my desired goal is to have the contract cancelled, which is my right within 60 days of the date of the contract. Mr. [redacted]' failure to process the cancellation. after he told me twice that he was going to, is further proof that his intentions were dishonest and deliberate.
Sincerely,
[redacted]
Initial Business Response /* (1000, 5, 2015/04/20) */
This customer brought her vehicle back to the dealership where we installed the door handles, took apart the console to find the air freshener, changed her oil, and washed her car all at no cost. We also provided her a rental car at no cost...
while we worked on the vehicle. Despite some initial delay in getting the part, we have complied with all her requests and consider this matter fully resolved.
Complaint: [redacted]
I am rejecting this response because: The general sales manager ([redacted]) of Suntrup Nissan is being untruthful in his statement. This was to be expected coming from a man, who seemed very thin skinned. He had no want or ability to explain the situation to me. When I questioned him about the contest, he wouldn't disclose the name of the third party company that was hosting the event. If I mentioned law suit in the heat of battle, believing I was being taken advantage of... So be it. Sales manager [redacted] is the one who escalated the situation for not being forthcoming. He failed to mention the part of accusing me of coming down to the dealership to get something for nothing. He failed to mention that the truck I was getting out of is a new Nissan Titan Pro 4x. His statement is untruthful about my conversation with the two young ladies next door at Volkswagen. They we're as nice as can be. Matter of fact they told me to come back and buy Volkswagen. The picture or form that has been uploaded by the dealership is not the same as what I have. My letter states nothing about a play board or anything of the kind. It does say that if your numbers match you win. My card revealed 1,000 dollar winners matching across. In my humble opinion, this is a game that should not be sent out to potential customers. It's very deceptive and very deceiving. I couldn't help but notice other complaints about this kind of deception. The manager of the dealership is going to say what he has to say to protect his job. I have a feeling that the public knows, this sort of nonsense happens at dealerships throughout. I don't want this to happen to anyone else. That is why I promise to follow up with the AG's office of Missouri. I would also welcome a conversation with one of the Suntrup's to further explain my experience with there manager. I would also recommend changes to these types of advertising. I've already said that the letter portion that offered over [redacted] for trade in had expired. That I understand. However, it did not mention that the game piece expired during this three day event. Everyone I've showed this letter and game piece to agreed with me... Ugly and deceptive. Once again, I stand behind my statement. General manager [redacted] states I'm not welcome back at his dealership.. It's laughable. What makes him think I'd want to step foot back in that dealership after how I was treated. Most of my family drives Nissan. I'm just thankful that we don't have to use Suntrup to get our Nissan's serviced. Again, in my own opinion. [redacted] has no business leading a dealership. I will upload a copy of the letter so you can see what I got. Compared to what was uploaded by the dealership. Buyer beware.
Sincerely,
[redacted]
Complaint: [redacted]
I am rejecting this response because:
II am still having problems with my car. It has not been fixed. Nissan does not know how to fix it. I need a new car.
Sincerely,
[redacted]
Te The Lifetime Powertrain Program , which is given completely free to the customer, clearly states that the transmission fluid and coolant need to be changed at 30,000, 60,00,90,000 The customer even admits that it should have been done and that she did not do it. The current issue she is...
having cannot be covered by warranty, however the Service Director has spoken with the company that administers the program. Because Mrs. [redacted] purchased 2 vehicles, they will re-instate the program allowing the customer to catch up on all her missed services. But again, the program will not cover the current issue the vehicle is experiencing. [redacted]Service Director[redacted]
Complaint: [redacted]
I am rejecting this response because: I will provide the letter and game play pull tab so you can further investigate. I'm not requesting this be closed until a resolution is reached.On the game piece it says proceed to the dealership to match your numbers. The pull tab numbers matched.. 1,000.00 and 1,000.00 as you can clearly see. I'm very upset at the way I was treated by the general manager of the store. I just so happen to drive a 2017 Nissan Titan pro 4x. He accused me of coming down to the dealership to get something for nothing.I won't forget that part. Also.. The game piece has no expiration. It doesn't state on the letter that the game card is only valid between those dates specified.
Sincerely,
[redacted]
I was not going to accept till I received the funds that is all I was waiting on. They sent the paper work with proof that the check was done. I was planning on responding today. It has been received and this is resolved.
I spoke with Mr. [redacted] Via E-mail.I contacted our service director and had him go over all the circumstances of this issue.The service manager was not wrong. Our policy on the part warranty is 12 months or 12 thousand miles for customer pay. This repair was a partial good will from Nissan it ...
has been 15 month's and 22 thousand miles. There is no warranty to cover your repair. During this period we have not been servicing the vehicle so we have no record or account of who has or what has been worked on since our repair. That being said. We value how you feel about our dealership and as a good will gesture we would be willing to participate in your out of pocket expense in the amount of $200.[redacted] Executive Assistant Suntrup Automotive group [redacted]@suntrup.com P [redacted] Ext [redacted]
Complaint: [redacted]
I am rejecting this response because:I called the manager with questions and he has not returned my call. I want to know.....1) What is a military discount definition. When and how?2) College graduate? When and how?3) What are VPP discounts?Thank You!
Sincerely,
[redacted]
Complaint: [redacted]
I am rejecting this response because:unfortunately the damage is done. The amount of times calls were left unanswered, especially from the person who wrote the previous response, as well as the run around we received from everyone really did a number on us. I feel as if this company does not know how to handle issues. You still need to communicate with customers even if you have no answer. My husband and I both told sales and service this information. All we wanted was some form of communication. It drives me crazy that they are a so good at contacting you when they want the sale, but where are they when the chips are down. That is no relationship I want to be in, but unfortunately we are stuck. After everything that has transpired you would think they would want to bring a little light to the customer. Like I said in my first initial complaint; they did give me an upgraded vehicle at a discount, but we are still paying more money monthly than we wanted to. My sales person called me after I sent in the complaint and she said, when you signed the papers for the second Atlas, we did agree that you should get your first two payments back as well as the first two payments on the new one waived. So, Beau, I reject your response. Again, this is not what we agreed to.
Sincerely,
[redacted]
Initial Business Response /* (1000, 5, 2015/07/16) */
Contact Name and Title: [redacted] Service Direc
Contact Phone: XXX)XXX-XXXX
Contact Email: [redacted].com
The vehicle was towed in on Monday morning. It was diagnosed Monday late afternoon and the initial repair that was covered by the...
warranty company was done on Tuesday. The customer also received a rental car that was also covered by the warranty. There were additional repairs needed to fix the vehicle properly that were not covered by the warranty. Spark plugs, which are a normal maintenance item. Normal maintenance items are not covered! The customer declined the additional needed repairs. The vehicle was returned to the customer on Tuesday evening. I feel that the Suntrup organization went above and beyond to get the vehicle repaired as quickly as possible. Dropped Monday repaired and returned by Tuesday and the customer in a free rental. I am not understanding the issue and what Mrs. [redacted] complaint is? We could not find any records of an appointment but still repaired the vehicle in 2 days.
Tell uThis complaint had already been addressed by our sales manager.We have done what we said we would do for the seats.The sales manager says the salesman ordered the key months ago . The customer,Mr.[redacted] has made appts to program the key and failed to show up for them,The gift card has...
been processed.Please if there are any questions or to make appt call [redacted] the general manager @[redacted]. If he is unavailable call ask for service to schedule appt for the key.Thank you[redacted]s why here...I sent this response on 3/28/16 to the Revdex.com.
I am so sorry for the communication issue. How frustrating that must have been. I have talked with the customer. I gave her a better contact #. We have also confirmed all the paperwork to issue the refunds to the lender. That check will be going out today . I will send the customer a copy for her...
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.
Sincerely,
[redacted]
I am not sure how this misunderstanding occurred. I talked with the finance manager and this was a done deal.I have attached all of her signed documents. We definitely had authorization from her to check her credit. It is no longer a deal due to the customer not wanting to proceed. But we did not do...
anything that is not normal processing of a credit application. There is no further action on our part on this issue.[redacted]Executive AssistantSuntrup Automotive group[redacted]@suntrup.comP [redacted]C[redacted]
I am sorry for over all the lack of communication. If you truly called that many times with no response .I am mailing you your contracts.I have also attached copies.The one you did pay for that is an extended warranty. For this you would need to have repaired done at a Nissan dealership not...
necessarily ours.The one you did not pay for the Power train warranty is a loyalty warranty services must be done at our dealership at specified times in order to keep it valid.The one you paid for was signed but if you would like to cancel that can be done just call the finance manager [redacted] at [redacted]The general manager is [redacted] cell # is [redacted].[redacted]Executive AssistantSuntrup Automotive group[redacted]@suntrup.comP [redacted]C[redacted]
Complaint: [redacted]
I am rejecting this response because: this is exactly my entire experience with Suntrup....sorry for the late response and we have NO CLUE what to do for you. That sums up what I have been going through since July 14th. Volkswagen Customer Care does not know either. How about making it right with the customer? I was told by Sarah that I would get my 2 months payments back on the first Atlas, I also would get the first two payments of the Atlas I currently have waived. I would have never committed to this car. Talk with your Sales Person. This is our 3rd car bought with Suntrup....NEVER AGAIN, what a Nightmare and I will be sure to let as many people as I know about this experience.
Sincerely,
[redacted]
I am sorry that [redacted] has not been responded to. There is no excuse for that. I have not spoken to Frank on why.He has been out of the office.I have attached signed documents on the purchase of the CNA extended warranty,and the authorization to hold papers till all complete.However I can not find a...
cancellation request. There for , I don't want to delay this process so I have both attached a cancellation for here and e-mailed one to [redacted].if I can get this back in a timely manner I myself will try to expedite this process. any further questions please do not hesitate to call me @ [redacted]Executive AssistantSuntrup Automotive group[redacted]@suntrup.com[redacted]C[redacted]
Complaint: [redacted]
I am rejecting this response because:
The finance officer, [redacted], never asked me if I wanted an extended warranty/service agreement. He never informed me that he was adding the cost of an extended contract/service agreement to the loan. I was given several forms to sign on the date I purchased my car and ALL of them showed a higher starting price than the final agreed upon purchase price. I admit to having some responsibility in that I did not go over the loan agreement with a fine tooth comb, and discovering that the contract had been added without my consent. However, the nature of my complaint is that the contract has not been cancelled as requested. I notified [redacted] on April 11, 2016, (the Monday after I discovered what he had done), that I wanted immediate cancellation of the contract. He assured me that he was going to cancel the contract, but it appears he made no effort to do so. While I believe Mr. [redacted] intentionally tried to scam me, my desired goal is to have the contract cancelled, which is my right within 60 days of the date of the contract. Mr. [redacted]' failure to process the cancellation. after he told me twice that he was going to, is further proof that his intentions were dishonest and deliberate.
Sincerely,
[redacted]
Initial Business Response /* (1000, 5, 2015/04/20) */
This customer brought her vehicle back to the dealership where we installed the door handles, took apart the console to find the air freshener, changed her oil, and washed her car all at no cost. We also provided her a rental car at no cost...
while we worked on the vehicle. Despite some initial delay in getting the part, we have complied with all her requests and consider this matter fully resolved.
Complaint: [redacted]
I am rejecting this response because: The general sales manager ([redacted]) of Suntrup Nissan is being untruthful in his statement. This was to be expected coming from a man, who seemed very thin skinned. He had no want or ability to explain the situation to me. When I questioned him about the contest, he wouldn't disclose the name of the third party company that was hosting the event. If I mentioned law suit in the heat of battle, believing I was being taken advantage of... So be it. Sales manager [redacted] is the one who escalated the situation for not being forthcoming. He failed to mention the part of accusing me of coming down to the dealership to get something for nothing. He failed to mention that the truck I was getting out of is a new Nissan Titan Pro 4x. His statement is untruthful about my conversation with the two young ladies next door at Volkswagen. They we're as nice as can be. Matter of fact they told me to come back and buy Volkswagen. The picture or form that has been uploaded by the dealership is not the same as what I have. My letter states nothing about a play board or anything of the kind. It does say that if your numbers match you win. My card revealed 1,000 dollar winners matching across. In my humble opinion, this is a game that should not be sent out to potential customers. It's very deceptive and very deceiving. I couldn't help but notice other complaints about this kind of deception. The manager of the dealership is going to say what he has to say to protect his job. I have a feeling that the public knows, this sort of nonsense happens at dealerships throughout. I don't want this to happen to anyone else. That is why I promise to follow up with the AG's office of Missouri. I would also welcome a conversation with one of the Suntrup's to further explain my experience with there manager. I would also recommend changes to these types of advertising. I've already said that the letter portion that offered over [redacted] for trade in had expired. That I understand. However, it did not mention that the game piece expired during this three day event. Everyone I've showed this letter and game piece to agreed with me... Ugly and deceptive. Once again, I stand behind my statement. General manager [redacted] states I'm not welcome back at his dealership.. It's laughable. What makes him think I'd want to step foot back in that dealership after how I was treated. Most of my family drives Nissan. I'm just thankful that we don't have to use Suntrup to get our Nissan's serviced. Again, in my own opinion. [redacted] has no business leading a dealership. I will upload a copy of the letter so you can see what I got. Compared to what was uploaded by the dealership. Buyer beware.
Sincerely,
[redacted]
Complaint: [redacted]
I am rejecting this response because:
II am still having problems with my car. It has not been fixed. Nissan does not know how to fix it. I need a new car.
Sincerely,
[redacted]
Te The Lifetime Powertrain Program , which is given completely free to the customer, clearly states that the transmission fluid and coolant need to be changed at 30,000, 60,00,90,000 The customer even admits that it should have been done and that she did not do it. The current issue she is...
having cannot be covered by warranty, however the Service Director has spoken with the company that administers the program. Because Mrs. [redacted] purchased 2 vehicles, they will re-instate the program allowing the customer to catch up on all her missed services. But again, the program will not cover the current issue the vehicle is experiencing. [redacted]Service Director[redacted]
Complaint: [redacted]
I am rejecting this response because: I will provide the letter and game play pull tab so you can further investigate. I'm not requesting this be closed until a resolution is reached.On the game piece it says proceed to the dealership to match your numbers. The pull tab numbers matched.. 1,000.00 and 1,000.00 as you can clearly see. I'm very upset at the way I was treated by the general manager of the store. I just so happen to drive a 2017 Nissan Titan pro 4x. He accused me of coming down to the dealership to get something for nothing.I won't forget that part. Also.. The game piece has no expiration. It doesn't state on the letter that the game card is only valid between those dates specified.
Sincerely,
[redacted]
I was not going to accept till I received the funds that is all I was waiting on. They sent the paper work with proof that the check was done. I was planning on responding today. It has been received and this is resolved.
I spoke with Mr. [redacted] Via E-mail.I contacted our service director and had him go over all the circumstances of this issue.The service manager was not wrong. Our policy on the part warranty is 12 months or 12 thousand miles for customer pay. This repair was a partial good will from Nissan it ...
has been 15 month's and 22 thousand miles. There is no warranty to cover your repair. During this period we have not been servicing the vehicle so we have no record or account of who has or what has been worked on since our repair. That being said. We value how you feel about our dealership and as a good will gesture we would be willing to participate in your out of pocket expense in the amount of $200.[redacted] Executive Assistant Suntrup Automotive group [redacted]@suntrup.com P [redacted] Ext [redacted]
Complaint: [redacted]
I am rejecting this response because:I called the manager with questions and he has not returned my call. I want to know.....1) What is a military discount definition. When and how?2) College graduate? When and how?3) What are VPP discounts?Thank You!
Sincerely,
[redacted]
Complaint: [redacted]
I am rejecting this response because:unfortunately the damage is done. The amount of times calls were left unanswered, especially from the person who wrote the previous response, as well as the run around we received from everyone really did a number on us. I feel as if this company does not know how to handle issues. You still need to communicate with customers even if you have no answer. My husband and I both told sales and service this information. All we wanted was some form of communication. It drives me crazy that they are a so good at contacting you when they want the sale, but where are they when the chips are down. That is no relationship I want to be in, but unfortunately we are stuck. After everything that has transpired you would think they would want to bring a little light to the customer. Like I said in my first initial complaint; they did give me an upgraded vehicle at a discount, but we are still paying more money monthly than we wanted to. My sales person called me after I sent in the complaint and she said, when you signed the papers for the second Atlas, we did agree that you should get your first two payments back as well as the first two payments on the new one waived. So, Beau, I reject your response. Again, this is not what we agreed to.
Sincerely,
[redacted]
Initial Business Response /* (1000, 21, 2015/11/11) */
Initial Business Response /* (1000, 5, 2015/07/16) */
Contact Name and Title: [redacted] Service Direc
Contact Phone: XXX)XXX-XXXX
Contact Email: [redacted].com
The vehicle was towed in on Monday morning. It was diagnosed Monday late afternoon and the initial repair that was covered by the...
warranty company was done on Tuesday. The customer also received a rental car that was also covered by the warranty. There were additional repairs needed to fix the vehicle properly that were not covered by the warranty. Spark plugs, which are a normal maintenance item. Normal maintenance items are not covered! The customer declined the additional needed repairs. The vehicle was returned to the customer on Tuesday evening. I feel that the Suntrup organization went above and beyond to get the vehicle repaired as quickly as possible. Dropped Monday repaired and returned by Tuesday and the customer in a free rental. I am not understanding the issue and what Mrs. [redacted] complaint is? We could not find any records of an appointment but still repaired the vehicle in 2 days.
Tell uThis complaint had already been addressed by our sales manager.We have done what we said we would do for the seats.The sales manager says the salesman ordered the key months ago . The customer,Mr.[redacted] has made appts to program the key and failed to show up for them,The gift card has...
been processed.Please if there are any questions or to make appt call [redacted] the general manager @[redacted]. If he is unavailable call ask for service to schedule appt for the key.Thank you[redacted]s why here...I sent this response on 3/28/16 to the Revdex.com.
The customer had a meeting with [redacted] (General Sales manager). The meeting was to resolve any of the customers concerns.
I am so sorry for the communication issue. How frustrating that must have been. I have talked with the customer. I gave her a better contact #. We have also confirmed all the paperwork to issue the refunds to the lender. That check will be going out today . I will send the customer a copy for her...
records. This seems to have resolved all issues.
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.
Sincerely,
[redacted]
I am not sure how this misunderstanding occurred. I talked with the finance manager and this was a done deal.I have attached all of her signed documents. We definitely had authorization from her to check her credit. It is no longer a deal due to the customer not wanting to proceed. But we did not do...
anything that is not normal processing of a credit application. There is no further action on our part on this issue.[redacted]Executive AssistantSuntrup Automotive group[redacted]@suntrup.comP [redacted]C[redacted]
I am sorry for over all the lack of communication. If you truly called that many times with no response .I am mailing you your contracts.I have also attached copies.The one you did pay for that is an extended warranty. For this you would need to have repaired done at a Nissan dealership not...
necessarily ours.The one you did not pay for the Power train warranty is a loyalty warranty services must be done at our dealership at specified times in order to keep it valid.The one you paid for was signed but if you would like to cancel that can be done just call the finance manager [redacted] at [redacted]The general manager is [redacted] cell # is [redacted].[redacted]Executive AssistantSuntrup Automotive group[redacted]@suntrup.comP [redacted]C[redacted]
Complaint: [redacted]
I am rejecting this response because: this is exactly my entire experience with Suntrup....sorry for the late response and we have NO CLUE what to do for you. That sums up what I have been going through since July 14th. Volkswagen Customer Care does not know either. How about making it right with the customer? I was told by Sarah that I would get my 2 months payments back on the first Atlas, I also would get the first two payments of the Atlas I currently have waived. I would have never committed to this car. Talk with your Sales Person. This is our 3rd car bought with Suntrup....NEVER AGAIN, what a Nightmare and I will be sure to let as many people as I know about this experience.
Sincerely,
[redacted]