Complaint: [redacted]
I am rejecting this response because:The policy described by the business is disingenuous at best. They claim to make recommendations and act on the advise of the customer, but the technician I spoke to on the phone informed me that these repairs were necessary to make the car operate normally. I explicitly asked, "Are all of these repairs absolutely necessary?" to which he responded, "Yes, if you want your car to run normally again, those are the repairs that need to be made." I was outright lied to about of the urgency of these repairs. In general, if the checks and services performed on the vehicle were truly ideal, two perfectly functioning pieces of equipment would not have been needlessly repaired. In the most simplistic example I can provide, I offer this: how did a tire get air added to it, when it was already at the manufacturer's recommended air pressure? Was it by carelessness through the maintenance staff? Or was it intentional malfeasance in an attempt to garner money for fabricated work that did not need to be done? This entire repair is exemplary of shady business practices and the complete denial of wrongdoing or mistakes made on part of Tony [redacted] are egregious and very disappointing when coming from a business that is rated so highly by the Revdex.com.
Sincerely,
[redacted]
Revdex.com:
Although I "accept" the response from the business, I find their practices deceiving. They claim I only opted out of emails regarding certain marketing campaigns. If I opt out from ANY campaign from a business, they should discontinue emailing any further marketing offers regardless of intent. 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]
Dear Mr. [redacted], We have reviewed your case and have found that you were only opted out of our service emails. We have four different marketing categories: campaigns; sales follow up; service follow up; service reminders. It is possible that for whatever reason you only opted...
out of service emails. We have now removed you from all four categories and you should not be receiving any emails in the future. We apologize for any inconvenience this may have caused. Please contact us if you have any further concerns. Thank you, The Tony Group
Revdex.com of Hawaii
1132 Bishop Street # 615
Honolulu, HI 96813-2813
RE: Case # [redacted]
To whom this may concern,
We appreciate the time Mr. [redacted] has taken to
express his concerns with recent...
purchase of his new vehicle. It is certainly never our intentions to
provide our customers with products and services which do not meet their
expectations and we do apologize for any inconveniences incurred.
With regards to the scratch on his bumper, we
have reached out to Mr. [redacted] and have scheduled his vehicle for repairs on Saturday
October 15, 2016 and provide him with alternate transportation while his
vehicle is in our care.
This is to inform Revdex.com that Mr. [redacted] will
be bringing in the car on Tuesday 1-26-2016 at 9am. Tony Nissan will diagnose the check engine
light. If it is due to a defective hose, we have agreed to replace it. Once the
work is completed , we will re-inspect the vehicle. We...
will also provide
alternative transportation for the customer while the work is being done. Mr. [redacted] states that if all of this is done, he will be satisfied and the issue will be
resolved.
Sincerely,
Debbie A[redacted]
Sales Manager
Tony Nissan
[redacted]
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]
6-1-2016 Re: [redacted]’s Revdex.com Letter Dear Mr. [redacted] We have reviewed your concern and have done extensive research into the matter. We collected all related documents and produced a time line of events. After our managerial review we have determined that there was no written price...
commitment at your offer. We have also interviewed the salesperson and the manager involved at the time of engagement and have confirmed that there was no verbal or written commitment at your offer. We appreciate your offer and an opportunity to earn your business however unfortunately we are unable to accept your offer for purchase. We pride ourselves in customer service here at Tony Nissan and have an excellent track record at providing it. Please contact me, Debbie A[redacted], if you would like to discuss this matter further or if you can provide any documentation that you received from us that supports your concern. Thank you, Debbie A[redacted] General Sales Manager Tony Nissan680-7150
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]
Response to Revdex.com Complaint filed by [redacted]:We have the following response to the claim by [redacted] that we “made unnecessary repairs” to the [redacted] VIN: [redacted]. The vehicle was checked into our repair shop with the following concerns:1.SES Warning Light...
(Service Engine Soon) on and engine runs roughUpon inspection the vehicle was found with diagnostic trouble code of P3000 which indicates a misfire from multiple cylinders. The technician was able to verify the misfire from cylinders 1 & 4 with physical evidence of electronic arching on these (2) ignition coil assemblies. With evidence of arching damage to ignition coils 1 and 4, and the presence of diagnostic trouble code P3000 for multiple cylinder misfire the technician recommended replacement of (2) ignition coils (1 and 4) to remedy the misfire and (2) additional ignition coils (2 and 3) as preventative maintenance. 4 spark plugs were also recommended as they were original and recommended by [redacted] to be replaced at 60,000 miles (the vehicle had 66,811 miles on the odometer). The customer was not charged for labor to replace the spark plugs as the ignition coils were being replaced. We provided the customer with an estimate to address (2) ignition coils and spark plugs with the understanding that the vehicle’s existing original ignition coils may fail soon causing the customer to have to return for essentially the same repair. The customer elected to replace all ignition coils and spark plugs for this repair. The repairs made completely resolved the concern of the Service Engine Soon warning light and engine running rough condition.Also, to address the claim that we increased the tire pressure to 40 PSI to induce a false Low Tire Pressure Monitor warning light is inaccurate based on how the [redacted] Low Tire Monitoring System operates. The Low Tire Pressure Monitor warning light will come on with a solid (non-flashing) warning if the tire pressures vary by 25% with relation to one another. 40PSI of tire pressure on one tire will NOT cause a flashing Low Tire Pressure warning light. The flashing Low Tire Warning Light generally stems from a tire pressure sensor failure. The diagnostic fee quoted would be to determine what sensor is failing.In summary, Tony [redacted] provides repair recommendations based on the current mechanical evidence but also considers future mechanical failures that may be related to the current condition. We will make the recommendations for a complete and lasting repair. We allow the customer to define how they want the vehicle repaired based on our recommendations and their personal situation. In this case the customer elected to replace components as recommended. Subsequently, the vehicle was repaired properly and no longer displays the symptoms it was checked in for. The customer was given additional observations on needed maintenance and opted to decline additional work. Tony [redacted] has conducted this repair visit within [redacted] guidelines for repair and maintenance. The request for refund is denied.
Complaint: [redacted]
I am rejecting this response because:
Tony
Nissan's response states “there was no written price commitment,” which disregards
the attachment I provided in my original complaint. The attachment was a photograph of the
original agreement, the final amount as depicted in the photo was written by
the floor manager himself (Cal). After
the manager wrote the amount shown in the photo, he had me wait while he
obtained concurrence from his general manager (Mike). Cal then returned
and confirmed with m that the amount was approved; we shook hands on the agreement,
and I asked if I could pick up my wife to close the deal. As an experienced car buyer, I am quite aware
of the difference between ongoing negotiations and closing a deal—it is quite
normal to wait for the general manager to have the “final say.” To
claim that this amount was never agreed to is a blatantly false statement.
I am disappointed that Nissan's "extensive research" failed to notice
the photograph of their own agreed to price.
Sincerely,
[redacted]
Sincerely,
[redacted]
Complaint: [redacted]
I am rejecting this response because:The policy described by the business is disingenuous at best. They claim to make recommendations and act on the advise of the customer, but the technician I spoke to on the phone informed me that these repairs were necessary to make the car operate normally. I explicitly asked, "Are all of these repairs absolutely necessary?" to which he responded, "Yes, if you want your car to run normally again, those are the repairs that need to be made." I was outright lied to about of the urgency of these repairs. In general, if the checks and services performed on the vehicle were truly ideal, two perfectly functioning pieces of equipment would not have been needlessly repaired. In the most simplistic example I can provide, I offer this: how did a tire get air added to it, when it was already at the manufacturer's recommended air pressure? Was it by carelessness through the maintenance staff? Or was it intentional malfeasance in an attempt to garner money for fabricated work that did not need to be done? This entire repair is exemplary of shady business practices and the complete denial of wrongdoing or mistakes made on part of Tony [redacted] are egregious and very disappointing when coming from a business that is rated so highly by the Revdex.com.
Sincerely,
[redacted]
Revdex.com:
Although I "accept" the response from the business, I find their practices deceiving. They claim I only opted out of emails regarding certain marketing campaigns. If I opt out from ANY campaign from a business, they should discontinue emailing any further marketing offers regardless of intent. 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]
Dear Mr. [redacted], We have reviewed your case and have found that you were only opted out of our service emails. We have four different marketing categories: campaigns; sales follow up; service follow up; service reminders. It is possible that for whatever reason you only opted...
out of service emails. We have now removed you from all four categories and you should not be receiving any emails in the future. We apologize for any inconvenience this may have caused. Please contact us if you have any further concerns. Thank you, The Tony Group
October 8, 2016
Revdex.com of Hawaii
1132 Bishop Street # 615
Honolulu, HI 96813-2813
RE: Case # [redacted]
To whom this may concern,
We appreciate the time Mr. [redacted] has taken to
express his concerns with recent...
purchase of his new vehicle. It is certainly never our intentions to
provide our customers with products and services which do not meet their
expectations and we do apologize for any inconveniences incurred.
With regards to the scratch on his bumper, we
have reached out to Mr. [redacted] and have scheduled his vehicle for repairs on Saturday
October 15, 2016 and provide him with alternate transportation while his
vehicle is in our care.
Sincerely,
Gary **
Service Manager
This is to inform Revdex.com that Mr. [redacted] will
be bringing in the car on Tuesday 1-26-2016 at 9am. Tony Nissan will diagnose the check engine
light. If it is due to a defective hose, we have agreed to replace it. Once the
work is completed , we will re-inspect the vehicle. We...
will also provide
alternative transportation for the customer while the work is being done. Mr. [redacted] states that if all of this is done, he will be satisfied and the issue will be
resolved.
Sincerely,
Debbie A[redacted]
Sales Manager
Tony Nissan
[redacted]
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]
6-1-2016 Re: [redacted]’s Revdex.com Letter Dear Mr. [redacted] We have reviewed your concern and have done extensive research into the matter. We collected all related documents and produced a time line of events. After our managerial review we have determined that there was no written price...
commitment at your offer. We have also interviewed the salesperson and the manager involved at the time of engagement and have confirmed that there was no verbal or written commitment at your offer. We appreciate your offer and an opportunity to earn your business however unfortunately we are unable to accept your offer for purchase. We pride ourselves in customer service here at Tony Nissan and have an excellent track record at providing it. Please contact me, Debbie A[redacted], if you would like to discuss this matter further or if you can provide any documentation that you received from us that supports your concern. Thank you, Debbie A[redacted] General Sales Manager Tony Nissan680-7150
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]
Response to Revdex.com Complaint filed by [redacted]:We have the following response to the claim by [redacted] that we “made unnecessary repairs” to the [redacted] VIN: [redacted]. The vehicle was checked into our repair shop with the following concerns:1.SES Warning Light...
(Service Engine Soon) on and engine runs roughUpon inspection the vehicle was found with diagnostic trouble code of P3000 which indicates a misfire from multiple cylinders. The technician was able to verify the misfire from cylinders 1 & 4 with physical evidence of electronic arching on these (2) ignition coil assemblies. With evidence of arching damage to ignition coils 1 and 4, and the presence of diagnostic trouble code P3000 for multiple cylinder misfire the technician recommended replacement of (2) ignition coils (1 and 4) to remedy the misfire and (2) additional ignition coils (2 and 3) as preventative maintenance. 4 spark plugs were also recommended as they were original and recommended by [redacted] to be replaced at 60,000 miles (the vehicle had 66,811 miles on the odometer). The customer was not charged for labor to replace the spark plugs as the ignition coils were being replaced. We provided the customer with an estimate to address (2) ignition coils and spark plugs with the understanding that the vehicle’s existing original ignition coils may fail soon causing the customer to have to return for essentially the same repair. The customer elected to replace all ignition coils and spark plugs for this repair. The repairs made completely resolved the concern of the Service Engine Soon warning light and engine running rough condition.Also, to address the claim that we increased the tire pressure to 40 PSI to induce a false Low Tire Pressure Monitor warning light is inaccurate based on how the [redacted] Low Tire Monitoring System operates. The Low Tire Pressure Monitor warning light will come on with a solid (non-flashing) warning if the tire pressures vary by 25% with relation to one another. 40PSI of tire pressure on one tire will NOT cause a flashing Low Tire Pressure warning light. The flashing Low Tire Warning Light generally stems from a tire pressure sensor failure. The diagnostic fee quoted would be to determine what sensor is failing.In summary, Tony [redacted] provides repair recommendations based on the current mechanical evidence but also considers future mechanical failures that may be related to the current condition. We will make the recommendations for a complete and lasting repair. We allow the customer to define how they want the vehicle repaired based on our recommendations and their personal situation. In this case the customer elected to replace components as recommended. Subsequently, the vehicle was repaired properly and no longer displays the symptoms it was checked in for. The customer was given additional observations on needed maintenance and opted to decline additional work. Tony [redacted] has conducted this repair visit within [redacted] guidelines for repair and maintenance. The request for refund is denied.
Complaint: [redacted]
I am rejecting this response because:
Tony
Nissan's response states “there was no written price commitment,” which disregards
the attachment I provided in my original complaint. The attachment was a photograph of the
original agreement, the final amount as depicted in the photo was written by
the floor manager himself (Cal). After
the manager wrote the amount shown in the photo, he had me wait while he
obtained concurrence from his general manager (Mike). Cal then returned
and confirmed with m that the amount was approved; we shook hands on the agreement,
and I asked if I could pick up my wife to close the deal. As an experienced car buyer, I am quite aware
of the difference between ongoing negotiations and closing a deal—it is quite
normal to wait for the general manager to have the “final say.” To
claim that this amount was never agreed to is a blatantly false statement.
I am disappointed that Nissan's "extensive research" failed to notice
the photograph of their own agreed to price.
Sincerely,
[redacted]
Sincerely,
[redacted]