Thomas Nissan of Joliet

Dear Revdex.com,We apologize for the lateness in our response, but I had been out of the office for the past couple of weeks and am just getting caught up on emailsUpon receipt of this complaint I contacted our office manager and asked her to look into this matter We are not sure what operator Ms G [redacted] spoke with that referred to an employee named "Jenny", we have no employee by that nameI spoke with the person who does process the referrals in Incentive Fox, her name is Patti, and she explained the procedure to meFirst the salesman should of had MsG [redacted] register in the incentive fox app, Patti then gets an email from incentive foxPatti processes the referrals once a month from the emails that she getsshe starts her process by looking up the deal to verify that it did go through and that it had been funded by the financial source as applicableShe then has to get the referral approved by the general manager, she then approves incentive fox to send out the gift card and sends out the check to incentive fox for payment of the gift cards that were processedThe process can take anywhere form 6-weeks to be completed Patti did verify that MsG [redacted] email is in the system and the deal has been funded as applicable,she will push her gift card through and contact incentive fox to request they put a rush on it if they are able toWe are hoping that MsG [redacted] will have her card within the next weeks.We can only apologize for the confusion and miscommunication in regards to the referral card for MsG [redacted] and any inconvenience to herWe have found that this referral system does work when all processes are followedThe sales manager will be reminding the sales team about the process for the referral system.We hope that this closes the matter in your office as we have done what we can to resolve the issue.Thank you

I will forward this on to the General Manager for review and get a response out to you

Dear Revdex.com,Upon receipt of this complaint our service manager, *** ***, was contactedMr*** pulled the service file on Mr*** and has the following response.Mr*** purchased his vehicle on 05/18/and did receive the Warranty Forever contract that was given to purchasers at that
timeAs outlined in the contract the customer is required to properly maintain the vehicle which includes performing an oil change every months or 7,miles, whichever comes first at the selling dealer or a repairer of his choice with prior approval as outlined in General Provisions item#paragraph iii and paragraph EMr*** states that he reached the month mark and we refused to perform his oil changeThis is inaccurate as an oil change was performed for him on 11/16/2013, This was done on repair order *** at no charge to Mr***According to the contract Mr*** should have brought the vehicle back in for oil change in May 2014; which he did notThe next time Mr*** brought his vehicle in to our service department was on 06/13/2015, approximately month after his 11/16/appointment This service was done on repair order ***Mr*** has not been back to our service department since his last visit on 06/13/2015, over months agoThe actions by Mr***, not bringing vehicle in for required oil changes in allotted time Voided the contractwe do not feel that Mr*** is owed anything from us at this time as his own actions voided the contract.I am unable to attach the copies of the repair orders and warranty forever information referenced in our response as our system will not allow it at this time, I can fax you the copies if you would like to have them for your file, please let me know if you would want them.We are request that your office close this file as we do not feel that our service department was in the wrong and nothing is owed to Mr***

Dear Revdex.com,Upon receipt of this e-mail our service director, *** ***, and general manager, *** ***, were contactedTheir response is as followsIt would seem that we must agree to disagree at this pointWe will not be replacing Mr***s truckWe repaired his truck, as stated before, to industry standards and aboveIt was an unfortunate incident and we immediately stepped up and took responsibility for the repairs to the Nissan FrontierThere was no structural damage to the vehicle and no short cuts were taken in the repairsWe are now rescinding the previous offers of an extended warranty and new rotor, due to Mr. ***s rejection of themWe want to reiterate that we will not be replacing Mr***s truckIt would seem that this case may have to be closed as unresolved, as we have done all that we can in regards to this matterIf you require further information please contact *** *** ** ***

Complaint: ***
I am rejecting this response because: I do have a Illinois address but am currently working in flordiaI expressed this to two people at the dealership before the online application was doneWhich you lost and had to get my permission via email although both show on my credit report Your salesperson was aware from the original call I was located in Florida at this timeI will not accept this as a answer.
Sincerely,
Andrea ***

Dear Revdex.com;We are sorry that Ms*** is rejecting our responseAs we stated previously to the best of our knowledge we can not request that banks remove their inquiries madeIt had been suggested that Ms*** contact the credit bureau that was used and request their assistancewe can not say that will work or not, but we can not do itAgain, we do not know who Ms*** had spoken to in regards to sending her the paperwork to complete without first coming into the dealership but when the sales manager found out he advised them that we do not conduct business that wayThe person purchasing the vehicle has to come into the dealership.It would seem that Ms*** will be dissatisfied no matter our response in regards to this, but the dealership did act in good faith based on the information provided and did nothing wrong. We do request that this file be closed.Thank you

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,
Erica G[redacted]

Complaint: [redacted]
I am rejecting this response because: I'm sure Thomas nissan would be happy to wash their hands of this issue as it stands, but I remain very unsatisfied with their...

version of a resolution. I feel I should have a vehicle equal to the one I had before this incident. Thomas can offer a new rotor and an extended warranty but that won't restore the satisfaction and confidence I had in my original truck. In my opinion Thomas is attempting to cut their losses without regard to customer satisfaction, or justice, for that matter. I reiterate my request for a replacement vehicle with the same options as my original vehicle.
Sincerely,
[redacted]

Dear Revdex.com,We apologize for the lateness in our response, but I had been out of the office for the past couple of weeks and am just getting caught up on emails. Upon receipt of this complaint I contacted our office manager and asked her to look into this matter.  We are not sure what operator Ms....

G[redacted] spoke with that referred to an employee named "Jenny", we have no employee by that name. I spoke with the person who does process the referrals in Incentive Fox, her name is Patti, and she explained the procedure to me. First the salesman should of had Ms. G[redacted] register in the incentive fox app, Patti then gets an email from incentive fox. Patti processes the referrals once a month from the emails that she gets. she starts her process by looking up the deal to verify that it did go through and that it had been funded by the financial source as applicable. She then has to get the referral approved by the general manager, she then approves incentive fox to send out the gift card and sends out the check to incentive fox for payment of the gift cards that were processed. The process can take anywhere form 6-8 weeks to be completed.  Patti did verify that Ms. G[redacted] email is in the system and the deal has been funded as applicable,she will push her gift card through and contact incentive fox to request they put a rush on it if they are able to. We are hoping that Ms. G[redacted] will have her card within the next 2 weeks.We can only apologize for the confusion and miscommunication in regards to the referral card for Ms. G[redacted] and any inconvenience to her. We have found that this referral system does work when all processes are followed. The sales manager will be reminding the sales team about the process for the referral system.We hope that this closes the matter in your office as we have done what we can to resolve the issue.Thank you.

I will forward this on to the General Manager for review and get a response out to you.

Dear Revdex.com,Our Sales Manager, Dimitri [redacted], was contacted in regards to the complaint your office received from Ms. [redacted]. Ms. [redacted] completed a credit application online. Based on the information provided on the credit application the dealership submitted the application to our banks and Ms....

[redacted] was approved for credit. It was when the sales manager found out that they wanted the dealership to send all paperwork to a Florida address for Ms. [redacted] to sign that he informed them that the only way we conduct a vehicle purchase is in person and we could not send the paperwork as requested. This did upset them, but we do not do business that way. Ms. [redacted] completed her application online with a Decatur, Illinois address, not a Florida address.  If the address she used had been her Florida address the application may have been questioned before it was submitted to the banks. To the best of our knowledge we can not request the banks remove the inquires  they made on Ms. [redacted]'s credit. Perhaps Ms. [redacted] can contact the credit bureau that was used and request their assistance, we do not know if that will work or not, but we can not do it. We do not know who Ms. [redacted] had spoken to in regards to sending her the paperwork to complete without coming into the dealership as we do not conduct business that way.We request that your office close the file on this matter as the dealership acted in good faith based on information provided and did nothing wrong.Thank you.