Taylor Team of Dealerships

I have tried to call the Nissan dealer and he won't answer the phoneHe refuses

Attached is a copy of the sales invoice (second document) with the vehicle VIN# which clearly shows that the check box for inaccurate odometer mileage is NOT checkedThanks for all assistance with resolving this issue

We have looked into the concerns this customer has expressed It is understandable that it is disconcerting to not be able to find out what is happening with a vehicle when lights, etcstart appearing on the dashboard Thankfully, in this case, the code/dash light did come back on and the consumer was able to drive back in late that same day and the problem was noted and an appointment was set for the following day.We regularly provide rentals to warranty customers (GM will pay for such things) However, as explained to this consumer, we first must have the customer's drivers license, insurance card--to verify coverage of the vehicle we will send them out in, and a credit card that can be used in the event our vehicle is somehow damaged inside, and/or the fuel tank is not full (we send our rentals out with a full tank and ask that they be returned the same way) so we have something to fall back on in the event of a problem We have no problem repairing vehicles that are purchased from other dealerships - GM warranty will pay us for the repair of, in this case, a Chevrolet, so we don't have any problem supplying a vehicle to the customer as GM will also pay for that That said, we have rules set forth by management, that require the aforementioned criteria be provided by the individual who will be using the rental vehicle Our rental fleet consists of brand new vehicles and it is in our best interest to protect our investment As a courtesy, since the customer did not wish to provide us with the needed information, we could have had a porter take him to whatever location he wished and when the vehicle was repaired, we would gladly go and pick him up so he could retrieve his vehicle -- this would be a courtesyThis individual also contacted GM and GM reached out to us After explaining what transpired, they indicated they completely understood and that was the end of the conversation They know we were happy to supply the needed rental vehicle once we had the required informationFinally, our reception/rental desk is always on camera and recorded So, we can easily go back and listen to/view everything that transpired during the attempt at getting this customer into a rental Our rental clerk is extremely courteous and very experienced at putting out rental vehicles daily Unfortunately, it does take time, but that cannot be avoided, as she not only rents vehicles, she is responsible for answering our multi-line switchboard, and cashes out our service customers, etc She follows the dealership's specific rules for renting vehicles Bottom line -- the customer was unwilling to comply with our request and so he left without getting his repair or a rental vehicle of his own accord It is our belief we gave it our best effort to try to assist this individual

I talked with the customer and we fixed the ABS and gave them a $gas card

Consumer provided copy of bank statement

At the direction of our General Manager, in the matter of Athens customer - *** ** ***, we would be willing to have our window repair vendor take a look at this windshield to see if it can be REPAIRED. If it can, we would, as a good-will gesture, be willing to cover the cost of a
REPAIR. The customer can contact our Athens dealership to schedule a time to bring the vehicle in to have our repair person take a look at the windshield crack

Tuesday July 14th we redelvered the truck with a complete wash job and a full tank off gas. It is true that the truck developed an engine warning light that indicated their was a mechanical issued to be addressed.After customer took delivery and on their initial test drive they became aware of
the issueWe diagnosed and reset the system and the truck started to operate normallyWe then took the truck to Columbus to install customer requested custom leather seatsThis installation took several daysThe truck return late Thursday night July 9th and on its return trip to Athens the failure code re surfacedWe spent several hours of time diagnosing the mechanical issues on Friday July 10th and we were able to find a small air leak in the air intake manifold assemblyWe had to order this part which arrived on Monday July We installed the part did more diagnostics , test drove vehicle and determined the truck was running fineOn Tuesday July 14th we called customer and explained what we found and how we resolved the mechanical issues with the truck.This process did take several days to complete , however, the seat installation was a contributing factor to the length of time neededThe customer seemed very happy about getting thier truck back and so far to date all is well

Revdex.com:
I reviewed the response made by the business in reference to complaint ID ***, and find the resolution is satisfactory to me

To all: We have reviewed the complaintWe continue to assert our position that the vehicle in question was sold under the AS IS doctrineWe discussed and fully explained this type of sale to the customer at time of purchaseSeveral documents were presented , read, understood, and agreed upon during the sales process transactionGiven that, we have reviewed the transaction in it's entirety and realize that the customer has done other business with our group in the pastBecause of that past loyalty and in a gesture of offering a monetary goodwill adjustment in the amount of $This is slightly more than the rental car bill and the repairs made at Heston's garageWe plan to reach out to the customer on Weds Sept 27, 2016, to arrange a convenient time for Ms*** to meet with our GM of our Lancaster operations,Billy T***We would ask the customer to provide us with legible copies of the repair bills as describe in the complaintWe have prepared a document for the customer review and signature that specifically outlines the nature and meaning if this goodwill paymentWe hope to complete this transaction before the end of this week Submitted by, Gregory Stonerock GM Taylors Athens locations

You have requested any documentation concerning complaint # ***However if you read my complaint there isn’t any documentation to submit since no contract, purchase agreement or financing agreement was signedThey kept the $deposit with out any agreement signed or even agreed to verbally
that the deposit was non-refundableAnd people at the dealership, the original salesman and two managers confirmed and committed to refund the $deposit on several occasions over the phone and then days later now refuse to refund depositI am going to be years old in a few months, living on a pension and my wife is years with a heart condition and has suffered two heart attacks in the past year or soThis is no way to treat seniors in this situationPlease include these issues in the complaint

To Whom It May Concern,We see a bank statement and acknowledge receipt of *** deposit for a "special order" vehicle we would normally not stock and in fact spent money to find the vehicle and relocate the vehicle from another dealer's lot to oursWe have also have completed the installation of optional equipment the customer specifically requested. We anxiously await Mr*** to come and take delivery of the vehicle.Other than the bank statement and the fax cover sheet, is there something else for us to review and respond to? Sincerely, Gregory S***

This is in re: ID *** filed 9-24-against Taylor Team of DealershipsThis is a unedited email forwarded to you that was sent to Heath C*** at Taylor per his requestAttachments will show repair bill I'm requesting to be paid and also my rental receipt during the time the repair was being
made.Thank you, *** ***Begin forwarded message:From: *** *** Date: August 22, at 10:25:PM EDTTo: ***Subject: *** ***/ Equinox repair concernHeath,I have included three attachments regarding the information you requested. Thank you,*** *** *** *** (h)*** *** *** (c)***

Upon receiving this complaint today, 3-29-(I was not in the office Monday)., I immediately reached out to our Service Director in Athens His records indicate the vehicle was purchased on 3-19- He indicated he saw the complaint on Friday, 3-25-16, he contacted the customer
and asked her if she could bring the vehicle in which she did Was advised that the vehicle was in our shop for about minutes and that the repair was made, properly There was no charge to the customer If this is inaccurate, please advise Our Service Director has heard nothing today, 3-29-16, and we just want to make certain this problem did not occur after the vehicle was reportedly fixed on 3-25- We strive to take care of our customers

Thank you for your recent correspondence regarding this issueWe have just
completed an extensivereview of Mr***'s car deal records and other related recordsAs a result of this review we haveconcluded that we in fact did inadvertently sell Mr*** a vehicle and did not indicate on the sales orderthat the "odometer mileage is not accurate"This is completely our oversight and it was unintentional.Attached please find a true and accurate facsimile of our trade appraisal form completed when weacquired the Cadillac on tradeIf you review the form in the middle right area you will observe thetrade in owner of this vehicle signed this document just below the Odometer reading box, and checkedthe box indicating the mileage at time of trade was "ACTUAL"Please know that we have partiallyMASKED some sensitive information on this appraisal document to comply with our privacy policyguidelines.Since the trade in deal was processed as an "actual mileage" vehicle, this allowed us to later sell the caras an "actual mileage" car to Mr***sAgain please know, our review of this deal indicates to us themiles should have been announce as unlmownWe want to resolve this dispute ASAP.Therefore we will cheerfully and apologetically accommodate Mr***'s request to unwind this deal.We will prepare a short and simply written statement that all parties mutually agreed upon a resolutionand release from further actionUpon executing the release document we will offer a store credit or acheck for $7,paid for this vehicleWe would also be willing to discuss other methods of remedyif the customer would like to explore other optionsThis offer is valid for days from the date of letter.*** ***General Manager

As it regards Ms*** ***'s complaint --- our Service Director has contacted her and she is scheduled to come in Thursday, 11-5-to get her vehicle looked at We are putting her in a rental/loaner vehicle while we attempt to find out what is going on with the car So, for the
moment, we are "working on" resolving this matter with her to everyone's satisfaction Will advise if we reach a resolution

*** *** purchased this Scion on 04/12/All paperwork and verbal representations made about this vehicle and the related transactions were clearly handled as an “AS IS” saleSeveral documents were presented and signed by Ms*** clearly explaining the nature of this transaction.The
sold “AS IS” doctrine is supported by Attorney General *** *** and the OHIO revised codeWithout this doctrine available to consumers and retailers, many used vehicles would be unavailable to sellWe would not sell a car with this many miles on it and also not a brand of vehicle we represent as a new car dealer with a warranty express or impliedA short recap of the documents that supports our position follows:We reviewed with customer a publication from Attorney General *** Dewine’s office known as the “USED CAR BUYERS CHECKLIST”This checklist clearly states “know whether the car is being sold “AS IS”in which case you are responsible for repairs once you drive it off the lot”.Furthermore the publication recommends that the buyer “Confirm that all verbal promises and representations about the car and its condition are in the written agreement”To further explain the requirement that verbal promises must be reduced to a written document, Taylors prepared, and the buyer signed a Taylor prepared affidavit called a “delivery report”The first sentence of that delivery report states “In order to ensure your satisfaction and to avoid any misunderstandings regarding this transaction, please take a moment to review this document BEFORE taking delivery of your vehiclePlease do not accept delivery of the vehicle unless the entire transaction is clear to you, and EVERYTHING that has been promised to you has been PUT INTO WRITINGDealership Representatives are NOT AUTHORIZED to make ORAL PROMISES to youIf this dealership has agreed to provide ANY equipment and /or perform ANY services to the above listed vehicle that have not been received at the time of delivery, PLEASE MAKE SURE ITEMS ARE LISTED BELOWThe check box just below those instructions indicated “NO ITEMS DUE POST DELIVERY” , and no items were listed.The customer was provided and signed the State of Ohio required used car “BUYER GUIDE”.This form clearly indicates to the Buyer ”YOU WILL PAY ALL COST FOR ANY REPAIRSThe Dealer assumes no responsibility for any repairs regardless of any oral statements about the vehicle“ On or about 4-28-we prepared paperwork called a “Goodwill Repair Addendum”We agreed to do a repair attemptWe are not an authorized repair facility for Scion. In the Goodwill Repair Addendum the wording is clear“I understand that the repairs that I am requesting the Dealership to ATTEMPT are not covered under the terms of any warranty from the Dealership” This means we have no duty to performWe used our best known strategy to repair the itemWe regret that the fix did not resolve the issue.Our position is it is not fair and reasonable for us to warranty 188,mile vehicles clearly sold as is

6-8-16Re: Complaint *** -- Please see the "AS IS" forms -- AND the Goodwill Repair Addendum which was acknowledged by Ms***

Our General Manager here in Lancaster, OH, Billy T.,has made contact with the consumer regarding this matter The consumer is actually on his honeymoon, but, Billy & the consumer have agreed to get together and come up with a satisfactory resolution to this matter upon his
return.Shirley M.Administrative AssistantTaylor Dealerships - Lancaster Campus

As stated previously, I don't care if they accept or reject my complaint. I was told BEFORE I purchased the car that the light would be repaired. They CLAIM to have repaired the light, but obviously they DID NOT because it blew out again the day after they CLAIM TO HAVE FIXED IT.
If had truly been repaired, it wouldn't have blown out again after taking it through a car wash. That was the problem in the first place, the SEAL WAS LEAKING. They claim to have replaced/repaired the seal. Obviously it was not.
I read this plaque in a business office recently. It said, "QUALITY IS REMEMBERED LONG AFTER PRICE IS FORGOTTEN." Replacing that faulty seal might have cost only a small amount, but the IMPACT of their HORRIBLE CUSTOMER SERVICE will cost more in the long run than they will ever know ... I tell EVERYONE looking for a car NOT TO GO TO TAYLOR MOTOR.
"QUALITY HAS ITS PRICE. PRICE ALONE HAS NO QUALITY."
THANK YOU.
YOU MAY NOW CLOSE THIS CASE.

We are in receipt of the complaint lodged by [redacted] via his son-in-law, [redacted].  I assure you that our Service Advisor went thru every possible location where a key in an envelope could have been dropped and found no keys for Mr. [redacted]'s vehicle.  Our General...

Manager, as a good-will gesture, has indicated he will reimburse Mr. [redacted] for the key & the remote.  We don't know if the tow truck driver put it elsewhere or it possibly got lost in his truck, or even fell out of the tow truck or the vehicle.  But, this is what we can offer.  If this is acceptable to the customer, please advise and we will send him a check covering the cost of these 2 items! Thanks! [redacted]Taylor DealershipsLancaster, OH