Walser Nissan Burnsville

Initial Business Response / [redacted] (1000, 8, 2015/09/09) */ Brent [redacted] ,the General Manager of Walser Nissan has requested a check be issued to [redacted] for cancellation of the service contractWe apologize for the delay in cancellation due to confusion on receiving the proof of sale Thank you, Peggy [redacted] Walser Automotive

Initial Business Response / [redacted] (1000, 6, 2016/02/04) */ Per the rules and regulations of the Walser Rewards program listed below and online at the link provided, the Walser Rewards program has always been subject to change at any time We notified customers, including Ms [redacted] , via email on April 14, about the upcoming changes to the program that would be effective on January 1, 2016, and we mailed new Walser Rewards Car Wash Cards to customers that were active for the remainder of The Walser Rewards Car Wash Card that we sent Ms [redacted] back in April included a letter that detailed the changes to the program and could also be used to save money on gas at SuperAmerica as an additional benefit to help with the transition We understand Ms [redacted] 's disappointment regarding the discontinuation of car washes; however, this was a necessary change for the continued day-to-day operations at Walser dealerships, and we thoroughly communicated with and educated customers prior to the change Walser Rewards Rules and Regulations Walser, Inchas the right to terminate the Walser Rewards program at any time Walser may change the Walser Rewards program rules, regulations, benefits, or conditions of participation, in whole or in part, at any time without notice Walser reserves the right to make Walser Rewards promotional offers available to members based on activity, geographic location, program participation, or information supplied by the member Abuse of the Walser Rewards program (including failure to follow program policies and procedures, any misrepresentation of fact relating thereto or other improper conduct, as determined by Walser in its' sole judgment, may result in cancellation of the member's account and future disqualification from program participation Walser reserves the right to interpret and apply the policies and procedures communicated in this Member's GuideAll determinations by Walser shall be final and conclusive in each caseThis Member's Guide supersedes all previously issued Member's Guides From time to time, the data you have furnished to Walser may be used to bring you relevant and valuable offers from Walser Rewards partnersIf you do not wish us to use it for this purpose, please contact the Walser Rewards Service Center at [redacted] http://www.walserrewards.com/walser-rewards-rules-and-regulations/ Initial Consumer Rebuttal / [redacted] (3000, 8, 2016/02/14) */ (The consumer indicated he/she DID NOT accept the response from the business.) Our sales rep told us we would have free car washes and simply gave us a sheet with the car wash hoursThere were no "car wash cards" with terms and conditions at that timeWalser should have honored the commitment to past sales, and not offered it on future sales, if the car washes were too busyThe program would have ended on it's own with people moving away from the area or selling their vehiclesIt is a poor business practice to offer something with the sale and then discontinue it, even if you can "according to the new terms and conditions"

First, I don’t appreciate the implication from Nissan that my seat was fine when my car was returned to me on the evening of Friday, April 20th.When I got into the car the seat was noticeably higher than normalI assumed service had adjusted it when they drove the carI tried to return it to its original position but as I continued to drive it, I discovered the issue was bigger.I trusted I could address this matter when I returned to the dealership the morning of Monday, April 23rd for scheduled maintenance on the suspension systemWhen I arrived that morning,I shared with the service advisor what was occurring with the seat, to my surprise, he told me he would have to get me an estimate on what it would cost to fix itHe later called me at work and left a message telling me that my suspension work was completeI returned the call and inquired about the seat.He told me that it would cost $for a new seat.I asked to speak to a managerThe service manager, Ted returned my call and confirmed it would cost $for a new seatI expressed frustration since the seat was fine when I dropped my car off on Friday but not when I departed, he offered to work with me on the cost of labor to put in a new seatI replied that I probably wouldn’t return to Burnsville Nissan again for service and his response was “okay, let me know if you change your mind.” That evening, I returned to pick up my car, I spoke with Kevin, the service advisor.Sensing my frustration,Kevin asked if I could wait,while he investigated the situationHe discovered that the issue was with the track link and he gave me an estimate of $for repairsKevin noted the estimate in the systemI find it patronizing that Nissan is offering a “good will” gesture to repair it for $In addition,I find it seedy that the initial response was to replace the seat for nearly 3x the amount of a repairI find this response from Burnsville Nissan to be extremely dismissive

they scan my auto and they told me is the transmission that is all the auto needed and the total was $1,why they did not see that the auto needed a computer from the beginning, you have been in business for years and you don't know what is really the problem with the auto, you have years of experience and your diagnostic was wrong, how can you miss the real problemand it took a weak for the part to came in and changing daysI don't understand if auto needed a computer from beginning why dint you put itwho can a valve cost almost a $I wanted to see the invoice from the company they buy the valve and the secretary started to yell at me, you don't have see any invoice and told herI'm paying for it and when on, the owner told don't to be rude to the customerthis is what happen when you trust people they take advantage of a lady how doesn't no about how to repair a car

Thank you for the opportunity to respond to [redacted]. Please see our response below.   On Friday, April 20th, Ms. [redacted] brought her 2006 Nissan Murano to our Burnsville Nissan location to be serviced for an oil change. No issues with the seat were present when our staff drove it into...

the shop and again when it was returned after the service was complete. The vehicle was picked up that same day by Miss [redacted] when the oil change was complete. Walser was contacted by her 3 days following the service on Monday, April 23rd, to inform us that her seat was having issues.   The seat issue Ms. [redacted] is mentioning is a common known issue of her particular Nissan model. Our staff is aware of this issue and if it was present when servicing the vehicle, we would have informed the customer of such and offered them opportunity to have it corrected by our dealership.   Because Walser believes that this issue was not a result of the oil change service and it is a common known issue amongst Nissan Murano’s we are declining to cover this repair. Although, because Ms. [redacted] is a valued customer, we will offer her a good will gesture of repairing the seat for $750.   If she would like to proceed with this offer, please have her contact us within 10 business days.   Sincerely,Walser Nissan Burnsville

We are currently working with Mr. [redacted] to find a solution that fit he needs. At this point we have another call into Mr. [redacted] and we will update our response after this conversation.

Dear Revdex.com:  Brent [redacted] the General Manger at Walser Nissan has reviewed the details of the complaint. The data verification suggested that all standard customer protection processes were followed. The data indicated this transaction had a buyer and co-buyer who both signed e credit...

application. This authorization was verified, it took place in person by both parties involved. In addition, we have asked our COO Charlie [redacted], who findings were consistent with Brent. At this time we find no items  to suggest any form of consumer protection breakdown or misuse of customer information on  the behalf of Walser. Sincerely, Peggy [redacted]

On the morning of June 20th, the customer came into our shop explaining that she was having problems with her vehicle banging, falling out of gear. After examining her vehicle, we informed her she would need a new valve body. We explained to her that we would need the money down for the...

part which came to $958.31. This price did not include the other parts and labor prices which she was informed of.The next morning June 21st, she brought us in the $958 and signed the authorization form so that we could proceed to do the work. At that time, we ordered the part and told her it would take 2 days for the part to arrive to which she approved. We then proceeded to remove her old valve body.On June 23rd we received the new valve body and proceeded to install it. We also informed the customer at that time that it would also need to be reprogrammed at a cost of $225 and again she approved. The results showed that it needed a computer. As we informed the customer of this she demanded her vehicle back claiming she could not afford the costs. She also requested the money back for the new valve body which of course we refused because we had already installed it in her vehicle. The only thing that was paid for was the valve body which again was $958. The total bill came out to $1,463.52 NOT including the $225 charge for the reprogramming. I don't appreciate someone trying to ruin our good name when we made every attempt to try to resolve this matter. It ultimately came down to the fact that she could not afford the expenses. We have been in business since 1967 and we are known for our honesty and loyalty to our customers. We are saddened that this customer turned to these measures. The vehicle was definitely running better than it was when it was first brought it. It just still needs the computer to completely correct the problem.

Chad [redacted], the service manager from Walser Nissan, has reached out to [redacted]. It was our error and we apologize for the inconvenience. The keys were locked in the trunk when it was brought in and the writer rewrote the concern to retrieve keys rather than that with the...

initial concern of diagnosing the latch issue. Chad and Ms. [redacted] have agreed that she will come in at her convenience to complete the repair prior to her moving out of state. Once again, we sincerely apologize for the miscommunication and lack of initial repair on the first visit but hope that we have now addressed the issue.

I attached every receipt and invoice including the customers signature in my last response.....which clearly shows the untrue statements the customer has made in her recent response. We did not make any money off of the work we already did on the customer's vehicle like I previously stated. The customer was informed from the beginning that the vehicle would most likely need a computer. We kept the customer updated through the whole process. She was never yelled at by any of my employees. And frankly, I am burnt out on this whole situation so this is my offer and Final Response: I will pay for the cost of the reprogramming and offer the customer the computer at my cost but only if the remainder of the customer's bill is paid. I am not just a company, I am a human being and I have bills to pay just like any other.

Initial Business Response /* (1000, 6, 2016/02/04) */
Per the rules and regulations of the Walser Rewards program listed below and online at the link provided, the Walser Rewards program has always been subject to change at any time.
We notified customers, including Ms. [redacted], via email on...

April 14, 2015 about the upcoming changes to the program that would be effective on January 1, 2016, and we mailed new Walser Rewards Car Wash Cards to customers that were active for the remainder of 2015.
The Walser Rewards Car Wash Card that we sent Ms. [redacted] back in April included a letter that detailed the changes to the program and could also be used to save money on gas at SuperAmerica as an additional benefit to help with the transition.
We understand Ms. [redacted]'s disappointment regarding the discontinuation of car washes; however, this was a necessary change for the continued day-to-day operations at Walser dealerships, and we thoroughly communicated with and educated customers prior to the change.
Walser Rewards Rules and Regulations
1. Walser, Inc. has the right to terminate the Walser Rewards program at any time.
2. Walser may change the Walser Rewards program rules, regulations, benefits, or conditions of participation, in whole or in part, at any time without notice.
3. Walser reserves the right to make Walser Rewards promotional offers available to members based on activity, geographic location, program participation, or information supplied by the member.
4. Abuse of the Walser Rewards program (including failure to follow program policies and procedures, any misrepresentation of fact relating thereto or other improper conduct, as determined by Walser in its' sole judgment, may result in cancellation of the member's account and future disqualification from program participation.
5. Walser reserves the right to interpret and apply the policies and procedures communicated in this Member's Guide. All determinations by Walser shall be final and conclusive in each case. This Member's Guide supersedes all previously issued Member's Guides.
6. From time to time, the data you have furnished to Walser may be used to bring you relevant and valuable offers from Walser Rewards partners. If you do not wish us to use it for this purpose, please contact the Walser Rewards Service Center at [redacted].
http://www.walserrewards.com/walser-rewards-rules-and-regulations/
Initial Consumer Rebuttal /* (3000, 8, 2016/02/14) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Our sales rep told us we would have free car washes and simply gave us a sheet with the car wash hours. There were no "car wash cards" with terms and conditions at that time. Walser should have honored the commitment to past sales, and not offered it on future sales, if the car washes were too busy. The program would have ended on it's own with people moving away from the area or selling their vehicles. It is a poor business practice to offer something with the sale and then discontinue it, even if you can "according to the new terms and conditions".

Initial Business Response /* (1000, 8, 2015/09/09) */
Brent [redacted],the General Manager of Walser Nissan has requested a check be issued to [redacted] for cancellation of the service contract. We apologize for the delay in cancellation due to confusion on receiving the proof of sale.
Thank...

you,
Peggy [redacted]
Walser Automotive