The Brick (Ontario)

Initial Business Response /* (1000, 5, 2016/01/05) */
I would like to respond to case # [redacted]. This customer bought a washer/dryer and 2 pedestals Dec 16,2015. It was purchased from The Brick in Peace River, AB. He did return to our store after x-mas for a price guarantee reflecting the price...

seen at [redacted] in Grande Prairie, AB. After my customer service verified the pricing, we confirmed that there was a difference of $97.07 + gst to equal $ 101.92. However as Grande Prairie is 2 hours away and not a local competitor (Brick Policy states that price guarantees must be locally available)Our store decided because of the 2 hour distance that Grande Prairie is not local. We offered this customer an in store credit at The Brick in Peace River for the amount above. Our store policy is to offer an in store credit. As a Franchise Brick store we have the flexibility to make this offer. This did not go well with the customer, verbally expressed his feelings and left the store. My operations manager called me and we discussed further to try to solve this issue. I then decided to call the customer to come to a solution. We discussed the options and came to the agreement on the phone that we will pay him the $ 101.92. I went over the Brick Policy about local availability and thank him for his business. A cheque, #[redacted] has been mailed out in the amount of $101.92. As the owner of The Brick in Peace River I hope this resolves this situation. Thanks, Mike D[redacted]
Initial Consumer Rebuttal /* (3000, 7, 2016/01/07) */
(The consumer indicated he/she DID NOT accept the response from the business.)
When I spoke to him over the phone, I told him that I could get the washer and dryer for a very similar price locally, with one of the close prices being on the brick's own website. It should not be too difficult to match the price and honor the 20% difference that was on the website.

After reviewing the Customer’s Complaint and file, we have contacted the customer to come up with a resolution. The Dealership will be cancelling the Key Replacement product and returning those funds. The customer has stated that he will be on vacation for the coming weeks and this will be settle...

upon his return.   Robert J. T** Legal Assistant General Counsel’s Office Massapequa Nissan

A check for $100.00 is being produced for [redacted]. After the execution of the check it will be sent to the customer. Please allow some time to receive the same.Robert J. T**Legal AssistantMassapequa Nissan

We have responded to [redacted] over several different forums to date, his representation of what transpired are 100% inaccurate. The very first sentence he states that "he went into a dealer to lease a Nissan Altima", that is already a lie, [redacted] negotiated his deal with a buying service...

called Wheels to Lease, up to this date he has never stepped foot in Massapequa Nissan, he has never negotiated a deal or received a price quote from any employee that works here. The buying service he used pre negotiates prices and offers these heavily discounted rates to consumers and they deliver the car and paperwork therefore the consumer never steps into or communicates with the dealership. When we first started hearing from [redacted] we contacted Wheels to Lease and they had very accurate notes from there original price quote and they also had the recorded phone call through there customer tracking system, the entire conversation was always 36 months. In addition to that all the contracts and paper work that are signed by [redacted] state 36 months. He contacted us 6 months into the lease saying he originally wanted 24 months and we explained even if that was the case the 24 month program would be $100 per month more than the 36 month program and he quickly refused any conversation that included a higher payment. I would like the Revdex.com to ask [redacted] if he actually visited Massapequa Nissan and if he actually got a quote from an employee here. He states "this dealership are a bunch of liars, & crooks, they don't stand by their word". In order for that statement to be true Massapequa Nissan would have had to some how represented something to [redacted], if we do not stand by our word we would have to say a word in the first place. At this time we do not have a resolution we can offer, we do not see any wrong doing done here. It appears he has simply changed his mind about how long he wants his lease and conveniently edited how he actually purchased his car in an effort  for my dealership to pay for it.Romaine P[redacted]

We met with [redacted] and have now resolved this matter, we got Nissan North America to waive a portion of the bill($170) and we will pay the remaining balance in full. This is now a closed matter.

I AM SORRY BUT I LOOKED AT THE DEAL AND THERE IS NO WARRANTY, I DON`T KNOW WHERE HE SEE`S THAT THERE IS A WARRANTY. THE LAST TIME HE HAD A PROBLEM WE FIXED AS A COURTESY NOT BECAUSE THERE WAS A WARRANTY. THE SALESPERSON IS NO LONGER HERE BUT AS FAR AS I SEE, HE DID NOTHING WRONG. I CAN SEND A...

SCREENSHOT OF DEAL, NO ONE TOOK ADVANTAGE OF THE SITUATION, THE DEAL LOST $254. I APOLOGIZE FOR ANY BAD FEELINGS THE CUSTOMER MAY HAVE BUT I HAVE LOOKED INTO THE DEAL AND I DO NOT SEE ANYTHING CLOSE TO WHAT CUSTOMER IS STATING. CUSTOMER IS MORE  THAN WELCOME AND REACH OUT TO ME DIRECTLY AND I WILL HELP IN ANY WAY I CAN.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] and find that the resolution discussed therein is satisfactory. I will...

consider this matter resolved once the refund has been received on the credit card used for the payment made directly to Massapequa Nissan on the date of sale or in the form of a check sent by mail.
Sincerely,
[redacted]

I have already sent in the supporting documents and our initial offer, at this time we do not feel any further action would be fair. We understand the customer disagrees with our assessment of what the car needed however no work was completed without a pre approval. Based on our professional opinion nothing inappropriate took place here.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:
 [Your Answer Here]This is exactly what the service manager told me over the phone.  The store manager never even returned my call.  I used my windshield wipers that morning and they were perfect.  So why would they repair good windshield wipers?  As far as the battery, I have someone who inspects these things for me on a regular basis.  There was no cleaning needed for the battery or any part thereof.  So, telling me the same response does not answer why they would do these things and charge the customer when it is not needed?  I told them they were taking advantage of my daughter because she is young.  They have never offered that to me.  And when I called Nissan, the manager did not even look into it, he just started raising his voice and was nasty, which made me raise my voice.  Never have I been treated like that at a car dealership.  But that's ok, I do not want the $50.00 in coupons because I would never go back to a place that took advantage like that.  I'll take a $50.00 refund, but of course they will not give that.  In any event, customers should BEWARE when they go to have their car serviced at Nissan.   No wonder why there is always a turnover with managers at this facility!  They are looking to get extra money.  My daughter needs a car next month and I will need one soon, we will go elsewhere for our cars.  Thank you very much.     
 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

We have settled this matter and the customer is paid in full and to their satisfaction. Feel free to contact me with any further questions.

Refusal to honor sale priceI purchased a sectional Dec 14 in the amount of 2338.00 found it to be on sale for I do believe 1750.000. Sale was from dec 11 to dec24. [redacted]. When I brought it to the managers attention he told me would do nothing to resolve the issue. When I contacted the Edmonton office they said the North Battleford store was a franchise so I would have to deal with the North Battleford store.[redacted] Desired SettlementI would like the difference from the price I paid and the sale priceBusiness Response The Cust0mer purchased a different set ([redacted]) on 29 August 2015. She came back to me some time after asking to take it back as she did not like. I told her its only against manufacturing defect I can replace it with new one. As She was not satisfied , came back after another month or so asking me let her pick a different set, which I okayed. I was supposed to charge restocking fee but told her that I will swap it straight with new sectional (she picked [redacted]). She accepted that. I was not supposed to take it back any ways, but just to keep the customer happy and satisfied, I took it.SO, I do not quite understand the price quantity issue.Consumer Response (The consumer indicated he/she DID NOT accept the response from the business.)The original furniture I purchased was defective. I informed about the issues I was having with in within a week. It took me months to get a resolution with this matter. He told me I had to pick new furniture because he would not refund my money. We agreed on the furniture I now have. I believe that I am entitled to the sale price. [redacted]