Tri-State Nissan

December 26, 2014Dear [redacted] ***:We are in receipt of your December 17, letter regarding compliant number [redacted] In this letter, a customer has asked us to repair or reimburse for damage she discovered on the door of her vehicle, Because we do not believe that our company caused the damage to the vehicle, we do not believe that repairing the vehicle is our responsibility,Upon receipt of your letter, we conducted an internal investigation regarding the damage to the vehicleWe have no reason to believe that the damage to the vehicle was present when the vehicle left our possession on December 11, Although the customer described the damage as “a large dent on the bottom of [her] driver side door," no one-neither the customer, nor the multiple dealership employees with whom I spoke—recall seeing the damage in question when the customer pickher car on December 11th, Had a "large dent to the driver's side door” been present when she picked the vehicle up, someone would have most certainly noticed it, especially when one considers the size and location described in her complaint.Further, five days passed between when we had possession of the vehicle, and when the customer arrived at our dealership to express her concerns about the dentThere are infinite ways that the vehicle could have been damaged between when the customer took possession of the vehicle on December and when she contacted us on December 16thWe have no knowledge of the chain of custody of the vehicle during those five days, including where it was parked or who drove the vehicleAbsent more information, we cannot assume that the damage was caused at Tri-State Nissan simply because the cause of damage is unknown.Please note that, while it does not happen often, we have from time to time encountered situations where a vehicle is damaged while in our care and custodyIn such events, it is our practice to inform the customer and take the necessary steps to remedy the situation, However, in this instance, we do not believe that the vehicle was damaged while in our custodyIf there is additional information of which I am not aware, please let me know,Please let me know if you have any questions or if you would like additional information.Sincerely,Emily B

[redacted] ,Upon receipt of the complaint, ID [redacted] , thorough research and review of the transaction was completedWhile, we do not agree with the totality of the customer's complaint, we recognize and value the long term nature of the positive relationship we have had with the customer over the last several years, Due to this relationship and its tenure, we wish to honor the customer's request by refunding the balance of the 15% the customer feels she is dueA determination of that amount is detailed below.The customer's total invoice amount was $5040,57, which was reduced by $1370,for new tires, including mounting and balancing, which was paid for by the dealership through an internal programThe balance of $was further reduced by $through our rewards programAt that point the customer's balance was $3570.57.With this remaining balance, a discount of 15% would have lowered the invoice a further $instead, the coupon was applied at its full specified limit of $200, leaving the difference of the discount to be $We are happy to refund this amount to the customer to resolve this situation.Again, with our longstanding relationship we want to express our apologies to the customer for the miscommunication, We have attempted to contact her multiple times and offer a refund of the balance due her, but have not yet received a response,Thank you for your prompt communication in this matterOur customer's satisfaction is very important to us and we value the many longstanding relationships we have with those in our community.Respectfully,Emily B

I am writing this letter in response to complaint [redacted] I have thoroughly reviewed this complaint and would like to clear this matter,The customer stated that they advised dealership staff that the vehicle that they intended to trade was in someone else's nameThis is simply a statementAt no time was the salesperson or sales manager made aware of thisUpon receiving notice from the DMV that the customer should not have received tax credit for said trade, and there was an outstanding balance of approximately $due in order to process registration, I called the customer on July 07, to explain this matter and request the shortage to complete their registrationThe customer immediately became hostile and refused to pay the shortageIt is clearly stated on the contract that the customer signed (Definitions Line 7): "Any amounts for taxes and fees shown in this Order are estimatesIf the actual taxes and fees are less than the estimate and you (the dealer) have paid such amounts, you will refund the excess to me (the customer)If the actual taxes and fees are higher than shown, I (the customer) will pay you the excess when you ask me for itUnless otherwise expressly provided, the Total Purchase Price for the Vehicle does not include and taxes or fees imposed by any government authority with respect to the VehicleI agree to pay any and all such taxes and fees, and any and all other taxes and fees except income taxes, imposed on or incidental to the transaction covered by this Order, regardless of who may have the primary tax liability and regardless of when such taxes and fees are imposed.” I remained professional in my conversation with the customer and at no time stated "good luck getting tags"I did express to the customer that we would not be able to finalize their registration or provide tags until this shortage was paidHowever, after much thought, I called the customer the very next day July 08, and explained to them “that in the interest of customer service and our dealership's desire to exceed all of our customer's expectations, we were going to pay the DMV the approximate shortage of $and the customer could pick up their official tags on July 09, In my opinion, this matter has been resolved and there is no need for any further follwith the Revdex.com or the customer,If I may be of any further assistance, please do not hesitate to contact me

*** ***,Upon receipt of the complaint, ID ***, thorough research and review of the transaction was completedWhile, we do not agree with the totality of the customer's complaint, we recognize and value the long term nature of the positive relationship we have had with the customer over the
last several years, Due to this relationship and its tenure, we wish to honor the customer's request by refunding the balance of the 15% the customer feels she is dueA determination of that amount is detailed below.The customer's total invoice amount was $5040,57, which was reduced by $1370,for new tires, including mounting and balancing, which was paid for by the dealership through an internal programThe balance of $was further reduced by $through our rewards programAt that point the customer's balance was $3570.57.With this remaining balance, a discount of 15% would have lowered the invoice a further $instead, the coupon was applied at its full specified limit of $200, leaving the difference of the discount to be $We are happy to refund this amount to the customer to resolve this situation.Again, with our longstanding relationship we want to express our apologies to the customer for the miscommunication, We have attempted to contact her multiple times and offer a refund of the balance due her, but have not yet received a response,Thank you for your prompt communication in this matterOur customer's satisfaction is very important to us and we value the many longstanding relationships we have with those in our community.Respectfully,Emily B

*** ***,Upon receipt of the complaint, ID ***, thorough research and review of the transaction was completedWhile, we do not agree with the totality of the customer's complaint, we recognize and value the long term nature of the positive relationship we have had with the customer over the
last several years, Due to this relationship and its tenure, we wish to honor the customer's request by refunding the balance of the 15% the customer feels she is dueA determination of that amount is detailed below.The customer's total invoice amount was $5040,57, which was reduced by $1370,for new tires, including mounting and balancing, which was paid for by the dealership through an internal programThe balance of $was further reduced by $through our rewards programAt that point the customer's balance was $3570.57.With this remaining balance, a discount of 15% would have lowered the invoice a further $instead, the coupon was applied at its full specified limit of $200, leaving the difference of the discount to be $We are happy to refund this amount to the customer to resolve this situation.Again, with our longstanding relationship we want to express our apologies to the customer for the miscommunication, We have attempted to contact her multiple times and offer a refund of the balance due her, but have not yet received a response,Thank you for your prompt communication in this matterOur customer's satisfaction is very important to us and we value the many longstanding relationships we have with those in our community.Respectfully,Emily B

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
Regards,
*** ***

I am writing this letter in response to complaint ***I have thoroughly reviewed this complaint and would like to clear this matter,The customer stated that they advised dealership staff that the vehicle that they intended to trade was in someone
else's nameThis is simply a statementAt no time was the salesperson or sales manager made aware of thisUpon receiving notice from the DMV that the customer should not have received tax credit for said trade, and there was an outstanding balance of approximately $due in order to process registration, I called the customer on July 07, to explain this matter and request the shortage to complete their registrationThe customer immediately became hostile and refused to pay the shortageIt is clearly stated on the contract that the customer signed (Definitions Line 7): "Any amounts for taxes and fees shown in this Order are estimatesIf the actual taxes and fees are less than the estimate and you (the dealer) have paid such amounts, you will refund the excess to me (the customer)If the actual taxes and fees are higher than shown, I (the customer) will pay you the excess when you ask me for itUnless otherwise expressly provided, the Total Purchase Price for the Vehicle does not include and taxes or fees imposed by any government authority with respect to the VehicleI agree to pay any and all such taxes and fees, and any and all other taxes and fees except income taxes, imposed on or incidental to the transaction covered by this Order, regardless of who may have the primary tax liability and regardless of when such taxes and fees are imposed.” I remained professional in my conversation with the customer and at no time stated "good luck getting tags"I did express to the customer that we would not be able to finalize their registration or provide tags until this shortage was paidHowever, after much thought, I called the customer the very next day July 08, and explained to them “that in the interest of customer service and our dealership's desire to exceed all of our customer's expectations, we were going to pay the DMV the approximate shortage of $and the customer could pick up their official tags on July 09, In my opinion, this matter has been resolved and there is no need for any further follwith the Revdex.com or the customer,If I may be of any further assistance, please do not hesitate to contact me

From: Drake S*Date: Mon, Aug 1, at 2:PMSubject: ID # *** *** ***To: "***@myRevdex.com.org" Cc: Emily M*** *** , Ed S***
Friday, July 29, 2016 *** ***The Revdex.com Dear *** ***: In response to *** ***, concerns with Tri-State Nissan (ID ***). Tri-State Nissan Service Department was requested by the customer to install an engine control moduleThe customer supplied Tri-State Nissan with a used engine control moduleIt was obvious that someone else had already attempted to repair the vehicleTri-State Nissan installed the used part at customer’s requestThe vehicle required actual diagnostics which the customer declinedThe customer had vehicle towed awayThe Tri-State Nissan Service Department is not admitting any wrongdoing, but would like to refund the customer $as a goodwill gestureWe will reach out to the client to let him know. Thank You Drake *S*Service DirectorTri-State Nissan###-###-#### Ext.***

March 5, VDear *** *** *This letter is in response to your February 21, letter addressing BetterBusiness Bureau compliant #* ***.As an initial matter, please note that we would like to apologize to *** ***For any frustration that we may have causedWe, like most dealerships,
use third partymail companies to generate direct mail campaignsWhen we receive a request to beremoved, such as the one provided by, *** ***, we notify our mail company andrequest that the eusto1ner’s name be removedWe do not have the ability to handle thisdirectly in our dealershipI have personally asked our advertising company to removeMsAnders0n’s name from the list, and I have been assured that the request is beingprocessedPlease note that often direct mail pieces are done in “batches”; as such, it ispossible that *** *** will receive another mail pieceIf so, we would simply askthat she kindly disregard it and dispose of it.With respect to the rnishandlcd phone culls, I can only apologize for the lack ofresponseWhile not an excuse, it is likely that, upon receiving *** ***’s call, ourmanagers simply submitted the request to remove her name instead of returning her call.Nevertheless, Greg S*** has attempted to call her many times since our receipt‘ ofthe complaintAs of the date of this letter, he has not been able to contact her.Please let me know ii" you have any questions or concerns, or if l can provide youwith any additional inforniation.Sincerely,

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I really appreciate the gesture made by Tri- state nissan and I consider the case closed
Regards,
*** ***

From: Drake S*Date: Mon, Aug 1, at 2:PMSubject: ID # *** *** ***To: "***@myRevdex.com.org" Cc: Emily M*** *** , Ed S***
Friday, July 29, 2016 *** ***The Revdex.com Dear *** ***: In response to *** ***, concerns with Tri-State Nissan (ID ***). Tri-State Nissan Service Department was requested by the customer to install an engine control moduleThe customer supplied Tri-State Nissan with a used engine control moduleIt was obvious that someone else had already attempted to repair the vehicleTri-State Nissan installed the used part at customer’s requestThe vehicle required actual diagnostics which the customer declinedThe customer had vehicle towed awayThe Tri-State Nissan Service Department is not admitting any wrongdoing, but would like to refund the customer $as a goodwill gestureWe will reach out to the client to let him know. Thank You Drake *S*Service DirectorTri-State Nissan###-###-#### Ext.***

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
Regards,
*** ***

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I really appreciate the gesture made by Tri- state nissan and I consider the case closed
Regards,
*** ***

Complaint has been resolvedSent from my [redacted]

December 26, 2014Dear [redacted]:We are in receipt of your December 17, 2014 letter regarding compliant number [redacted]. In this letter, a customer has asked us to repair or reimburse for damage she discovered on the door of her vehicle, Because we do not believe that our company caused the damage to...

the vehicle, we do not believe that repairing the vehicle is our responsibility,Upon receipt of your letter, we conducted an internal investigation regarding the damage to the vehicle. We have no reason to believe that the damage to the vehicle was present when the vehicle left our possession on December 11, 2014. Although the customer described the damage as “a large dent on the bottom of [her] driver side door," no one-neither the customer, nor the multiple dealership employees with whom I spoke—recall seeing the damage in question when the customer picked-up her car on December 11th, Had a "large dent to the driver's side door” been present when she picked the vehicle up, someone would have most certainly noticed it, especially when one considers the size and location described in her complaint.Further, five days passed between when we had possession of the vehicle, and when the customer arrived at our dealership to express her concerns about the dent. There are infinite ways that the vehicle could have been damaged between when the customer took possession of the vehicle on December 11 and when she contacted us on December 16th. We have no knowledge of the chain of custody of the vehicle during those five days, including where it was parked or who drove the vehicle. Absent more information, we cannot assume that the damage was caused at Tri-State Nissan simply because the cause of damage is unknown.Please note that, while it does not happen often, we have from time to time encountered situations where a vehicle is damaged while in our care and custody. In such events, it is our practice to inform the customer and take the necessary steps to remedy the situation, However, in this instance, we do not believe that the vehicle was damaged while in our custody. If there is additional information of which I am not aware, please let me know,Please let me know if you have any questions or if you would like additional information.Sincerely,Emily B

I am writing this letter in response to complaint [redacted]. I have thoroughly reviewed this complaint and would like to clear this matter,The customer stated that they advised dealership staff that the vehicle that they intended to trade was in someone...

else's name. This is simply a false statement. At no time was the salesperson or sales manager made aware of this. Upon receiving notice from the DMV that the customer should not have received tax credit for said trade, and there was an outstanding balance of approximately $682.00 due in order to process registration, I called the customer on July 07, 2016 to explain this matter and request the shortage to complete their registration. The customer immediately became hostile and refused to pay the shortage. It is clearly stated on the contract that the customer signed (Definitions Line 7): "Any amounts for taxes and fees shown in this Order are estimates. If the actual taxes and fees are less than the estimate and you (the dealer) have paid such amounts, you will refund the excess to me (the customer). If the actual taxes and fees are higher than shown, I (the customer) will pay you the excess when you ask me for it. Unless otherwise expressly provided, the Total Purchase Price for the Vehicle does not include and taxes or fees imposed by any government authority with respect to the Vehicle. I agree to pay any and all such taxes and fees, and any and all other taxes and fees except income taxes, imposed on or incidental to the transaction covered by this Order, regardless of who may have the primary tax liability and regardless of when such taxes and fees are imposed.” I remained professional in my conversation with the customer and at no time stated "good luck getting tags". I did express to the customer that we would not be able to finalize their registration or provide tags until this shortage was paid. However, after much thought, I called the customer the very next day July 08, 2015 and explained to them “that in the interest of customer service and our dealership's desire to exceed all of our customer's expectations, we were going to pay the DMV the approximate shortage of $682.00 and the customer could pick up their official tags on July 09, 2016. In my opinion, this matter has been resolved and there is no need for any further follow-up with the Revdex.com or the customer,If I may be of any further assistance, please do not hesitate to contact me.

Review: In 2011 my wife and I purchased a 2009 Nissan Altima Hybrid with 25,000 miles for $24,078 from Tri-State Nissan in [redacted], Virginia. Since our purchase we have had many issues concerning service at the dealership. We have previously written to the Revdex.com (Revdex.com) concerning these issues, which included drastically up-selling services and horrendous customer service. On November 16 however my wife and I discovered that Tri-State sold us a “branded” car without fully disclosing the repercussions or meaning of this at the time of sale. When we purchased the car the salesmen gave us the Carfax and explained to us that the previous owner returned the car due to the push start function now working properly. The salesmen stated that the issue was resolved. Never did he tell us that the car was “branded” or what the repercussions of this would be, nor did he give us the true story of its past (that is was repossessed and purchased at auction not returned to the dealer by the previous owner). Looking through my paperwork I do not have a Vehicle Disclosure Statement, which the dealer should have given to us. In essence my wife and I left the dealer paying full price (and then some) for a branded vehicle worth have of its value. The dealer did not tell us the truth, prayed on our inexperience and I believe failed to give us the proper warning and paperwork required by Virginia la.

On November 16th, still not aware of the “branded title”, my wife and I attempted to trade the Altima into another dealer. When he ran the VIN he explained to us that the title has been “branded” and how its real worth has been cut by at least 50% . My wife and I were astonished and extremely upset. We returned to Tri-state and attempted to sell it outright there. After the manager test drove it and ran the VIN he approached us and stated that he did not want to buy it due to the high mileage (96,000), still not letting us know that the title was branded he suggested that we take it to a few other places around town to try and sell it. Knowing that this was utter nonsense we then confronted him with the branded title issue where he then fumbled around for awhile and was at a loss for words (being caught in his lie). When we asked what the trade in value would be he stated $4000, 60% less then the Kelly Blue Book Value (without the branded title). We promptly returned to the other dealer whom we have come to know and trust and was forced to take at least a $5000 hit on the trade in value. If we had waited another few days the car would have had over 100,000 miles and its value would have dropped another $2000, with this in mind we were forced to roll the loss over into the financing of a different vehicle.

In summary we believe Tri-state Nissan acted in a very malicious and underhanded way that amounts to fraud. My wife and I have no paperwork that indicates our car had a “branded” title and would not have purchased the vehicle had we have know.Desired Settlement: Apology and refund to cover loss taken when we traded the car in.

Business

Response:

December 10,2013

Dear **. [redacted]:

We are in receipt of your December 2, 2013 letter regarding compliant number [redacted].

Prior to our receipt of your letter, we had been in contact with the customer in an attempt to reach a suitable resolution. Specifically, consistent with the customer's request, we offered to purchase the vehicle for a mutually agreed upon price that would reflect the price of the vehicle if the title issue did not exist. Earlier this month, we purchased the vehicle for a price that was suitable to the customer. I personally spoke with the customer multiple times as we worked through this issue. At the time of our re-purchase of the vehicle, the customer indicated that they were pleased with the manner in which we resolved the situation.

Since having been made aware of the situation, we have reviewed our internal processes and procedures and taken steps to help prevent issues such as these in the future.

Please let me know if you have any questions or if you would like additional information.

Sincerely,

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

Regards,