Von, Bob Sales & Leasing, Inc.

Dear Mrs *** ***, When Tony Nissan received your cancellation request on January 28, 2016, apparently your letter did not mention that the refund was to be issued to you Therefore, we just followed the standard procedure and issued the refund to the bank on the record which
was Nissan *** *** *** We mailed the check to them on Feb 18, in the amount of $ Since this is the procedure that there was any overpayment made to the bank, any and all refunds would be issued to you by Nissan *** *** *** after their examination After receiving your second letter on June 21, , with further research, we reached out to Nissan *** *** ***We have since confirmed that they have issued a refund check to you on July 5, , which you should be receiving this check shortlyIn the event you do not receive the refund within the next 7-days, p*** feel free to call me at 808-*** and I will be glad to contact the bank again on your behalf

Complaint: ***
I am rejecting this response because: I’ve still yet to receive the itemized detail of the cancellation refundBy my calculations of that the bank reported they received and the check mailed outI am still shorted about $I’d like to understand how you justify that missing amount.
Sincerely,
*** ***

January 9, the guest contacted our call center about her vehicle. She stated she had to buy a key and perform an oil change service in May of and she wanted reimbursement because she received a run around when she tried to have the service completed at our store. The
supervisor came to my office and ask me what to do. I told her to ask the guest to email the receipts over so we can review. The next day January 10th the guest emailed over a copy of the oil service contract and a copy of the replacement key contract along with an estimate to have the oil change performed. I contacted the guest the following day January 11th by phone and requested an actual receipt showing the prices along with what work was performed. The next day January 12th the guest emailed the invoices for a key replacement and an oil service. I emailed the guest back stating that I had received them and would submit to our business office for reimbursement. Saturday January 13, the guest came in for a safety check, we failed it due to having led bulbs in the headlamps. We gave the guest a quote to replacement the lights so it would pass the safety check. The guest met with my assistant manager who was the manager on duty that day. She stated to him that she bought the car that way. After some research and several discussions with the guest and the managers we decided to replace the lights at no charge and then complete the safety check. The guest wanted to cancel any remaining service contracts she had. The sales department processed the paperwork. Monday January 15, the General sales manager and myself contacted the guest on a conference call, we explained that we were processing the cancellation of the service agreements that she had requested cancellingAnd we were reimbursing the oil service and key that she had paid for from May 2017. We were installing the new bulbs and finishing up the safety check. We apologized for what had happened. Once we completed the safety check we washed and vacuumed the vehicle and contacted the guest that the vehicle was ready to be picked up. The guest returned the rental we provided at no charge and the guest picked up their car that afternoon. We have complied with all the request that the guest had made, and we now consider the case closed. If you have further questions please feel free to contact me at *** or by email *** Sincerely, Stan M*** Tony Nissan Service Manager

September 22,
Revdex.com Case: ***
Customer: *** ***
We have received
the Revdex.com Case filed by *** ***. In March of this year we had come to an agreement of refund with Mr*** for the amount of $1,658.25. We issued a check for that amount to Mr*** (check#***-dated March 25, 2015). The check was not received by Mr*** due to a clerical oversight on our part. We apologize for the error. A check for the amount of $1,has been re-issued for Mr***. We have left (3) messages on Mr***’s voicemail at the *** contact number. We left one message on the alternate contact number we have for him at *** ***. We also sent an email to Mr*** notifying him of the availability the refund. He did not respond to any of our contact attempts. We would like to meet with Mr*** at his earliest convenience to settle this matter
Sincerely,
Kale K***
Service Manager, Tony Nissan

Tony Nissan again did thorough  research about customer's  concern. We processed the  refund   in timely manners by strictly following Insurance company's guideline .The amount refunded to the Customer's Bank from the insurance companies are based on insurance companies' rules and regulations.  Sincerely, Debbie A[redacted] General Sales Manager

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: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]

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]

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]
[redacted]
[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]

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

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]

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:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
The BI has had our business for over 15 years. Their feigned or real ignorance of our identiies and memberships are absurd.We will not be using their facilities again and leave our complaint as written as a warning to other eniors and potential customers. 
[Provide details of why you are not satisfied with this resolution. Please respond here ONLY]
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because: For the same reason I have already explained to the company over text and through the last Revdex.com message. I would like to see the itemization of the refund. I am calculating an amount that should have been refunded that I did not receive.
Sincerely,
[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]

We received a letter from the above couple and we responded to them. We included a copy of the signed registration card and bill they were given at checkout stating the room rate. We explained that our rates change based on occupancy. The $79.00 rate was our best rate at the time they...

made their reservations. We also quote our best available rate when booking any reservation with our guest. Had we known when at the time they made the reservation that they were AAA members we would have been happy to check to see if that 10% discount was available during their stay. We never like any of our guest to be unhappy.  We do try to always resolve any issues but in this case we feel they were not over charged. Unfortunately it is never good to assume a rate will be the same as the previous year or online. We value our guest and strive to make each and everyone happy.

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