Tynan's Nissan, Inc.

Complaint: ***
I am rejecting this response because:I really appreciated the responseHowever, I am hesitant with this response since this is the same response I have been getting for the last yearsFirst, your email states that you spoke to the DMV several timesBut no one ever took the initiative to communicate with me, my daughter or son who had been in contact with your dealership numerous timesThen you say this matter was brought to your attention last weekThis is concerning to me being that I have been coming to your dealership for years, my daughter has emails from last year communicating with *** one of your managers and ***, and yet, you were just informed last week? I was told years ago your team was going to do a tittle search, then *** and *** emailed my daughter last year letting her know they were doing a tittle search, (I have the email if you would like to see itSee attachment), and my son and I were told the same thing months ago, and my daughter emailed *** last week again and ***'s response was that she would take care of itAs of today, we have not heard anything from *** or ***So I hope you can understand my hesitation Tynan’s Nissan will really take care of this I understand I bought the *** *** years ago, but I didn’t realized *** at your dealership had made a mistake on the VIN number until it was paid off (yrs later)So, yes, it was your dealership that made this mistake, not the DMVI have the original documents if you would like proofI am glad to see you are committed to help me, but the fact that compensation is last when your team has caused me to lose so much and not being able to drive MY car, which is paid for makes me hesitate on the integrity of how Tynan’s Nissan does business with consumers.
Sincerely,
*** ***

We apologize for this apparent miscommunication and appreciate it being brought to our attentionAfter having interviewed the staff members involved with this transaction, we have come to the conclusion that what has transpired is just that - a miscommunication with the customer about sales tax
(which was in fact collected as a part of the amount financed) and the state's ownership tax, which is always due at time of registration and to be paid at the DMVIt's not that we elected not to collect the customer's ownership taxes at time of sale, it's that the State of *** mandates the latter be collected only at the DMVHaving done business in the state of *** for more than years and employing a tenured sales, finance and sales management staff, we are confident that none of our staff members would have purposely misinformed the customer of the state's disposition and of exactly what taxes were collected by the dealership at the time of sale. That said, we certainly don't want to see one of our valued customers in a situation where they are unable to get plates due to a misunderstanding and would be perfectly to participate in their quest to get their vehicle legally registered with the State of ***In that vein, we would be willing to pay half of the customer's ownership tax amount.Please let us know if this proposed solution is agreeable with the customer and we will get a check mailed out to the customer ASAP.Sincerely,*** ***

Hi ***,Thank you for your responseI appreciate you wanting the year/100,mile powertrain warranty but unfortunately, that warranty is never transferrable to any subsequent owner of a *** product - only the original owner of a *** vehicle gets that warrantyPer the *** warranty act of 1975, a "warranty" has to be given and a "service contract" or "agreement" can be sold and purchased but in this case, you declined to purchase any such service contract at the time of sale (which would have extended the time period for covered mechanical breakdown or failure.) Thus, your factory warranty coverage will end after ***'s prescribed year (from the original date of sale) or the 60,mile mark has been reached, whichever comes first. I have interviewed both the salesperson and sales manager (who ran a *** store for years prior to coming aboard with us) involved in the sales transaction from a year agoBoth individuals have told me with absolute confidence and certainty that they would never tell a customer that they would receive the balance of the year/100,mile warrantyAs a sign of our willingness to reach a compromise, however, we would be perfectly willing to sell you a 100,service agreement of your choice (there are many plans available) at our cost versus our typical, company-wide $1,mark-upIf you would like to see what your options are in terms of the available coverage, please let me know and I will have one of our finance managers reach out to you via phone or emailAs to the key and spare, as mentioned previously, we will absolutely provide the spare at no cost to you and I apologize for its alleged absence in the first place2nd keys, however, are only guaranteed with the purchase of a manufacturer-certified pre-owned *** or *** vehicle, so the fact that you received only key tells me that we only had key available at the time of saleUnless you received a credit memo in writing for a second key, I am afraid we will not be able to help in that arena, especially year after the factCredit memos are only valid for days after the date of purchase, but I will be happy to make an exception in this case if you have that document available.In terms of the tow, you have rejected our $reimbursement offerMay I ask what the total was? We are willing to be flexible on this amountSincerely,*** ***

We are looking forward to seeing Mr*** this evening to discuss and resolve his complaint.*** *** *** ***Tynan's Nissan, Inc

Complaint: ***
I am rejecting this response because:your information concerning the 100,000/year warranty is inaccurateIf the car was certified used car it would carry the warrantyWhat we were advised is the car had the full manufactures warranty when we purchased the carAs I stated before your sales person was very rude and would NOT let us talk with the sales manager at allAlso, your sales person gave us the car very dirty and with floor tiles in the trunk of the carI tried calling your sales manager to discuss all this and he refused to return my callsThe only reason I filed the complaint this late was I found out on my anniversary morning in the middle of no where that I had a flat with no spareThan weeks prior to that I found out that the car did not have the yr warrantyThis is really a case of being misled everywhere. also, per my previous response I accepted the for the tow bill and said fineI also accepted the spare tire and ask how to get it since I live miles awayIf you would like to talk I left you a voicemail and my nimber is ***
Sincerely,
*** ***

Initial Business Response /* (1000, 6, 2015/11/23) */
Having issues locating a repair done here at Tynan'sNeed consumer to submit Vehicle identification number to locate repair
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.
I would also like to state for the record that I don't think anybody at Tynan's DELIBERATELY mislead me.  I think it was indeed a miscommunication.  However, I also believe that this is a common miscommunication.  I have spoken with several friends who have purchased new vehicles and they were just as shocked as I was when they went to get plates.  As Tynan's has been in business for so long, I'm certain I can't be the first to have this issue.  I would also like to sate for the record I am happy with my purchase and all other aspects of my dealing with Tynan's.  Because of their swift and reasonable response, I would buy another car from them and I would recommend them to a friend.
Sincerely,
[redacted]

Hi Mr. [redacted],I am very sorry to hear about your complaint and the fact that our sales manager did not call you back. According to our records, you purchased the [redacted] one year ago yesterday - is that correct? If so, I only wish the mishap about the jack had been brought to my attention...

right away so that the proper corrective action could have been taken right away. Even though it is difficult to re-create one year after you purchased the vehicle whether or not the jack was present at time of vehicle delivery, we would be willing to give you the benefit of the doubt and get you a spare tire free of charge. As far as the vehicle's warranty is concerned, every pre-owned [redacted] automatically comes with the remainder of the 5-year/60,000 mile manufacturer's warranty. The details of its coverage and exclusions can be found on [redacted] or by visiting any local [redacted] dealer. There is nothing that needs to be done on our or your end in order to assume the balance of this warranty as it follows the VIN of the vehicle regardless of how many owners it has during the warranty period.In order to make up for the inconvenience of having to have your vehicle towed due to the lack of a spare, we will be happy to reimburse you for the tow bill in the amount of up to $100.00. We appreciate your business and hope you will find our proposed resolution acceptable.Sincerely,[redacted]
[redacted]

Per the customer's request, Tynan's Nissan has replaced the passenger side lower ball joint at no additional cost to the customer.Thank you,[redacted]Service Manager Tynan's Nissan, Inc.###-###-####

Hi [redacted],I apologize for the $140 charge (which looks most likely to be our standard diagnostics charge.) We typically, however, do not send out end of warranty reminders - these are usually sent out by third-party extended warranty companies. To clarify/confirm, please email me a copy of the notice...

you received. If originated from us, I will be happy to issue a refund of the $140 charge; if not, I am afraid that our policy is to charge the $140 fee for a vehicle checkout.Thank you in advance for contacting us.[redacted] [redacted]

Dear Mrs. [redacted], First, please allow me to apologize for the issues that have arisen due to the error that occurred all those years ago. We have been diligently researching potential solutions and what (if anything) we, as the selling dealership, could do in order to correct or help correct the...

situation. Every time we spoke to a DMV representative of the State of [redacted], we were told that only the vehicle’s current owner would be able to resolve the issue of the title containing the incorrect VIN. When we inquired further, we were finally able to get instructions on how the owner of the vehicle would go about getting the correct VIN on their title and, much to our dismay, the wrong VIN Verification form was submitted by us which caused further inconveniences for you. (Again, please accept my sincerest of apologies on all counts as this situation is a complete first for everyone involved on our end as well.) When this matter was brought to my attention last week, I employed the assistance of our [redacted] Finance Director (who has been with the company for over 20 years) in order to help us find the as-yet elusive solution to our problem. Upon his suggestion, we have ordered a title search with the State of [redacted] in order to find the current owner of the vehicle attached to the VIN on your [redacted] title. The good news is that if we can locate this person and he/she is willing to sign a Power of Attorney, we will then be able to use the latter to apply for and obtain a duplicate [redacted] title containing the correct VIN on your behalf. I am told that title searches typically require one to two weeks of processing time, so we are expecting the results back sometime next week. If we are unable to reach the owner or he/she is unwilling to sign the POA, we will have to go back to pursuing Plan A which entails bonding the current title and having you resubmit it to the DMV along with all of the supporting documentation which we now have on file and will be happy to send to you. This is the part we are not allowed to do on your behalf, according to what we have been told by the state. However, if this is the route we need to take, we will do everything in our power to properly walk you through each and every step in order to make the process as seamless as possible. All we can do at this point is await the results of the title search, reach out to the owner and hope for their swift compliance. Even though there is no way for us to tell or recreate what happened at the time of sale ten years ago since we no longer have access to the file (i.e. whether the mistake happened at our dealership or at the DMV level), you have my full commitment that we will do everything in our power to help resolve this issue as quickly and efficiently as possible. I will be more than happy to discuss the compensation portion as well; right now, however, I would suggest having us get the title issue corrected first and going from there. Please let me know if you agree or have any other questions. As soon as I know more, I will send an update. Sincerely, [redacted] [redacted]