We are willing to release the contract documentation to the Revdex.com However, we need consent from our customer [redacted] , either written or by a verifiable email chain 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 The checks were received by Wells Fargo today and have been applied to my loanThank you for your help Regards, [redacted]
Customer did have a concern about a small blemish on the dash padWhen this was brought to the attention of the sales person customer was maistakenly told it would need to be replaced in order to fix it, however this was not the case and our AsstService Manager was able to take care of the issue without needing an entire dash replacementWe apologize if the customer feels she was deceived as this was certainly not our intention and the blemish is no longer visable
Complaint: [redacted] I am rejecting this response because: $is not acceptableI am in the process of choosing an identify fraud/theft protection and insurance plan and will not even cover years The fact that I will have to pay this amount each year due to an error your company made is not acceptableThe fact that I have to continue to stress over this on a daily basis and try to figure out where this extra money is going to come from for this protection should not be my realityI did not put myself in this situation your company didI feel that if I would have never purchased a car from Round Rock Nissan this would have never happened.From speaking with a financial consultant and one of the representatives with Lifelock I was made aware that with her name being listed on my credit report as an alias that I have to contact them and let them know to remove it and that could be a long process and meanwhile if she opens up something in her name or even my name using my information I will have trouble trying to prove itAlso most companies in these type of situations especially if the information was released due to the negligence of the company, will offer the consumer identity theft protection for a certain amount of years or even an lifetime depending on the detail of the error and the information that was releasedLifelock current running rates for the protection that I need due the information that was released is annually I have been advised that I will need this coverage for the rest of my life just to be on the safe side and not have to stress if something is opened in my nameI shouldn't have to stress or worry about paying this amount for the rest of my life due to your company's negligence.So in closing, the life expectancy of a female in the United States is years old, I will be this yearAccording to the life expectancy of a female I will paying this amount for years So I am requesting the compensation of $20, With the total 16,going towards just protecting my identity for the next years and $3,for all my stress,pain and sufferingIf not I will be going further until I am rightfully compensated for this issue Regards, [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 Regards, [redacted]
We have pulled the information regarding the complaint and have found that the transaction is correct as stated on the contractThere is no pricing difference between what the customer stated it should have been, and what the documentation showsHowever, she did option to add running boards and additional items that are itemized on the purchase orderWe are contacting the customer to review these purchases and how they affected the overall amount she financed Thank you
Please see attachment.To Whom It May Concern,This response is in regards to case # [redacted] Round Rock Nissan, again, apologizes for the incident that occurredWe would like to compensate Ms [redacted] in the amount of $Thank you for your time and attention to this matter
To Whom It May Concern, This is in reference to complaint ID [redacted] We would like to take the time to affirm that this complaint is being handled with all seriousnessWe have taken the customers statement into review, along with all documentation that pertains to the customers caseOur goal is to efficiently find a resolutionWe will be in contact with our customer to rectify the unpleasant experienceOur desire is for our customers to be satisfied with the product, as well as their experience in our dealership whether it be with the service or sales departmentThank you for your time and attention to this matterSincerely, [redacted] ***
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and I look forward to hearing from the business and finding a resolution for this matter Regards, [redacted]
I have tried to contact Ms [redacted] to have her sign the cancellation form we need in order to cancel her warrantyWe have no problem doing thatI called her today at pm, on the number we have on file for her w/ no answer and no voice mailShe needs to contact me, [redacted] and I can fax or email her the form
To Whom It May Concern:I have fully researched and investigated the events of Ms***'s grievanceWe hope that the information provided will help resolve the relationship issue and help clarify the circumstances involved.I have spoken with Pre-Owned management as well as pulled the reconditioning service invoice with inspection notes regarding the OdysseyThere was no mention or evidence of the noise that Ms [redacted] is describing in her submissionThere is also no note of collision damage to the undercarriage of the Odyssey during the initial reconditioningWhen Ms [redacted] brought the vehicle back in with her concern some days later after taking delivery, we did get the vehicle on a lift and that's when we discovered there was damage to the vehicle that hadn't been noted beforeMs [redacted] had admitted at that time to one of our sales managers she had "hit" something underneath the Odyssey after taking delivery of it.I understand that Ms [redacted] purchased a warranty to cover mechanical breakdowns on the vehicle, but the damage occurred while in her possession is physical and would need to be repaired through her insurance companyUnfortunately, no service policy will cover a physical damage claim.Round Rock Nissan is passionate about providing excellent customer serviceIt's unfortunate that Ms [redacted] experienced something like this so soon after taking deliveryHowever, we do have an onsite body shop that I would be more than happy to help get her a discount through if she would like to get the vehicles damaged appraised and repaired.Lastly, I apologize that my contact wasn't on the initial response from our storePlease feel free to contact me at any time.Respectfully, [redacted]
Ms*** first came into the dealership complaining of noise she had been hearing on her vehicleWe diagnosed the problem in our service department, the left wheel was broke, when we took the lug nuts off the tire, pieces of the wheel started to fall outThe whole wheel assembly was about
to completely fall off. Our technicians could not believe she had even driven the vehicle here in the condition it was in We also found that the left rear of the bumper cover was loose and making noise We then repaired the vehicle, her warranty paid for the left front hub bearingOne month later, when Ms*** came back, she complained of hearing more noises, she wasnt sure whether it was the front or the rear , but that it was making noiseWhile her vehicle was here the second time, we found that both rear hub bearings were making noise that were not apparent on her fist visitWe also found her right front tire was separated, running on steel and losing air, we told her it was not safe to drive at this pointWe'd also like to point we advised her that her tires were in need of replacement on her first visit but she declined purchasing new tiresRound Rock Nissan has no record of any maintenance that she has hadThere has been an obvious neglect of mainteance on this vehicleIt would have had to have been driven in bad condition for quite some time for these problems to escalate to the condition they were in
We did offer to repair or replace the dash for the customer, however, she was made aware of the process involved in such an extensive undertaking and the real possibility that something else could possibly be scratched or damagedIt was prudent to inform her before hand because of the invisible spot on the dash that was no longer than a 1/of an inch that is the cause of all of these issuesRound Rock Nissan was not deceptive in any way and we have made many concessions in order to try and resolve this issueNot only did we refund the $dollars for tha cargo cover (by discounting it from the price of the hitch), but also paid the labor for the installation ($240) and discounted the retail price of the hitch to begin withMs*** was more than friendly when she was here at the dealership and dealt with *** during the hitch installation, and he went with her to her vehicle to answer questions about the rear seatbelts and ther operationWe felt this was resolved a month ago after Ms*** made her last visit to the dealership
Complaint: ***
I am rejecting this response because:
This discount repair offer after my major repair already done is just like an insult to me I am not sure if Nissan realize that They know my house address if they want to mail me a check I donot know whatelse I need to talk to them. I called *** *** and left voice message --- 1st -- I already said that the picking up day on the way home from the Nissan , I heard the noise , the 2nd morning , my husband heard it too , in the morning , at my job parking lot - I showed the noise to my best friend -- I and my husband all are state employees Our job are too busy for dealing with these negotiations if I have been lying about anything. So the exactly night I drove back from Nissan , I already texted *** about the noise , I still kept all the text messages with him if Nissan still try to say the underneath scrape did all the damage -- even when the technician, *** and I looked together looking at the bottom of the scrape , *** said this will not affect the driving If you care about it , you check the insurance --/ but later I already checked with muffin muffler in Austin , the manager *** told me there is no major damage to bottom or other part of exhausts parts , the total checking fee is only dollar .he knocked each parts to me at the bottom and told me it is solid ! To any replacement needed! So now I had to replace power pump, high pressure hose , the noise did is from the dysfunction driver side mix air motor( actuator), how much possibility that my scrape did not damage any major parts of exaust system but damaged the high pressure hose and power fluid pump? Also the actuator ? I have my husband , my coworker and my text with *** to testify that the noise has been there since I picked up the van -- and *** made a incorrect statement saying I went back to Nissan days after -- no , that is the day right after the picking upAlso actually the Time I got scraped is exactly the trip I drove back to Nissan Again , I paid for power pump replace deductible , also for hose replacement With the attitude of blaming everything to my scrape , I doubt if I feel comfortable to drop my van to Nissan for any evaluation or repair I donot need any further say about how unlikely my scape has damaged the hose or the pump or the actuator when none of my exhaust part need to replaced The actuator repair is estimate Not done yet This symptoms is that when ac on , driver side blow hot at times but right blow cold If the response was earlier when Nissan knew that honda was waiting for the loan SPP documents , maybe it would help some --- but now major repair has been done It is funny to get this discount offer in such a late time ---still I am requesting $ for all these dysfunction parts of power pump, hose and actuator If Nissan still want to blame everything from the scrape , there is no meaning to argue about this again -- the technician from Nissan told me the noise must come from exhaust system And the muffin muffler *** knocked all parts of exhaust to me saying no noise from those parts told me to find other reasons to solve the noise And first Tx honda already found multiple issues in 2months I had this odyssey -------------------------------------------- Regards,
*** ***
Complaint: ***
I am rejecting this response because:I was made a promise that influenced my decision to purchase the Nissan Murano from Round Rock Nissan. Round Rock Nissan continued pursuing a flagrant course of misrepresentation, promises and has engaged in a dishonest deceptive act which demonstrates untrustworthiness Saturday July 25: 1. 9:am: Arrived at Round Rock Nissan to finalize purchase price and purchase of Nissan Murano. The car in question I did not see, it was same model I looked at day before except had mud guardsThe car I was to purchase had been taken to have the windows tinted. 2. I left and came back end of day to meet with finance to sign papers. I was given a brief chance to look at car prior. 3. 6:pm: After finalizing the paperwork for purchase I was given a brief synopsis of car by *** my sales person. I agreed to return later for more instructionsAt this ***e a sold sign on dashboard was removed. 4. As I was driving I noticed a ? soiled spot on dash board by center window. Monday July 26th: 1. Returned to dealer to have them look at soiled spot on dashboard, remove stickers on inside panel of doors, and fix fold in leather on back of 2nd row seating. 2. I also asked to not have cargo cover put on and to have the cost refunded to me. I signed a form to request refund.3. Car was taken and stickers removed.4. Fold on back of seat was not fixed, told it was missing a piece of foam and this would be repaired when I brought it back in5. *** at this ***ed informed me the stain was in fact a scratch/gouge, he informed me they would order a new dash cover and it would be replaced. I expressed by hesitation and concern about replace the dash cover and my dissatisfaction with the fact that the defect was not noted at ***e of purchase. I was assured it would be replaced and have no issues with rattling or matching. ***, my salesperson set up an appointment for me to return on August 14, Friday to have the dash cover replaced leather on second row seat repaired and the bumper guard I had ordered installed.6. I left very apprehensively as I felt there was deceit with not disclosing the defect in dash cover as it was clearly covered up by a sign originally. Wednesday August 12th: 1. I texted ***My salesperson to ask if the parts to my car had come in and I was scheduled to come in Friday August 14th for repairs. I also inquired about the loaner car.2. *** responded: “ Yes the part is in and I’ll have the loaner car ready”Friday August 15th:1. Arrived at service at 9am. Spoke with service and they had no record of my appointment. *** was located.2. *** came with loaner car paperwork informed me he was giving me the car for days as they were not sure whether they would need to order dash cover or repair it. I informed him that when we discussed it on July 26th I was informed they that it would be replaced. Repair is not what I agreed to. I was again assured that he would relay this to service and he would call me later to let me know when car would be ready.3. I called and left a message for *** at 2:07pm to inquire status of repairs, left message.4. 4:pm *** returned my car and stated that service was backed up and people were on vacation and the car is being worked on now.5. 7:pm: *** called back and said car was finished, assured me the dash cover was replaced but that the service manager wanted to keep it overnight to let things set and take it for a test drive in am to make sure there was no rattling. I was informed I would be able to pick it up in the am on Saturday August 15th; He stated he would call me 1st thing in am. August 15th Saturday:1. 10:45am: I called *** *** to inquire status, stated it was being test driven now and then he was going to inspect it and test drive it as well.2. 11:02am: *** called, stated there was a problem, the dash was repaired not replaced and it was noticeable to himHe said he would fight for me and what did I want to doI told him under no circumstances did I wish to accept a filled in dash cover. I desired for them to give me a new car which did not need any repairs. I expressed that this car should never have been sold to me as it was and I believed it was a known defect at ***e of sale. He expressed his understanding of my frustration and stance. He stated he would speak with the sales manager and director and get back to me.3. 1:34pm: Texted *** as I had not heard anything yet. Asked if I could be speaking to someone else up the chain of command, asked for those people’s names. Stated I was very unhappy with all the deception which had taken place from the beginning.4. 1:pm: *** texted back: “I understand, *** our general sales manager will be calling you her shortly.”5. 5:24: I texted ***: “No call yet?” I had not received any phone call.6. 5:pm: *** texted back: “I spoke with *** and *** and told them what you preferred. This is where they are at. Because the vehicle is titled in your name and there is nothing wrong mechanically they can’t switch to a different vehicle. However they are replacing the entire dash trim piece”7. I texted back: “Not happy as I was sold a vehicle with a defective that was hidden from me. The repair you now mention is what was told to me originally. It was supposed to be done Friday. I was told they had done this of Friday and Saturday am found out they had not. I need a guarantee it will match and not rattle. If I had seen this or made aware of the defect (which I am convinced someone knew the scratch/gouge was there as a sold sign was placed in the exact location) I would not have purchased this car. When will the car be ready for pick up? What are they doing for selling me a less than perfect vehicle?” The run around and frustration over past two weeks was unacceptable. I was made a promise that influenced my decision to purchase this vehicle. Round Rock Nissan continued pursuing a flagrant course of misrepresentation, promises and has engaged in a dishonest deceptive act which demonstrates untrustworthinessMonday 8/17/: 9:40am: Text from *** in response to my Saturday text: “I’m getting that information for you”Tuesday 08/18/15: 12:pm: Texted *** inquiring status of car.Response was *** working on it waiting for parts to come in. I responded with ETA 4:pm: Texted again do we have an estimate as to when this might be. ***: I'm trying to find out from *** but he's a hard guy to get a hold of5:pm: Texted ***: Whom can I call this is getting ridiculous. Response from ***: *** call main # have him paged.5:42pm: Called and spoke to *** asked for ***, put on hold then told he was with a customer and would call me back. I asked that he call me tonight. No phone call! *** did not return my call8/18/15: *** and I had a continued text messages so as I could get an understanding of what transpired over the past few weeks since I purchased the Murano Recap of what had transpired up to now 8/18/151) I was sold a car that had a defect in dash that was hidden from me. 2) I brought it to the Sales department ***'s attention immediately next business day. Within ***e frame I could have returned car and cancel deal*** *** looked at it and said they would order a new dash cover, this was Monday 7/( I signed papers Sat pm 7/25) I was apprehensive about replacing part and was assured it would be fine I was told part was being ordered and set up appointment to bring it back 8/when I got back from vacation. 3) I confirmed with ***, sales person on 8/my appointment, and told I was all set parts where in.4) Upon arrival in am 8/I was told *** had to look at dashboard to determine if they could fix it or replace it. Part was never ordered and I was grossly mislead and deceived again to believe they would replace the dash board. My decision to keep the car was based on what I was told on 7/27. 5) 8/eve after attempting to reach *** and *** multiple ***es, and leaving a message with *** ( with no return call) *** called: told me car was fixed and *** wanted to keep it over night to let things set, test drive in am to make sure there was no rattlesHe would call me in am6)8/15: I called late am as no one had called. I was told *** was testing it now and then *** wanted t check it also. *** called back to inform me the dash had been repaired not replaced as we were told. I was yet a 3rd ***e lied to. Again they tried to deceive me.7) I at this ***e requested a replacement vehicle, and told that this couldn't happen as title was in my nameAs per ***,GM and ***. They agreed to replace part8) I had left messages with *** and *** GM with no return calls for past days. I have received no ***e frame as to when I will receive carI have been unable to talk with the decision makers at this dealership 8/19/15: TC with *** about repair. I was told by *** that to replace the dashboard was a big ordeal. Dials controls all would be removed then replaced. He could not guarantee it would not get scratched in process or that it would look right or not rattle or that the color would match exactly. His advice was to not replace it. They have put a protective coat on the dashboard and feels you can hardly notice the scratchI have expressed by disappointment in lies which have been dealt to me as of today. What would make me happy is to replace car all together with no $ difference. This is not my fault and the continued misrepresentation and deceit is unacceptable. I have agreed to go by and talk to him and ***, General Manager today at 2:30.8/19/15, 3:pm: Met with ***, Sales manager: (Not *** or *** as I was told but a new sales manager)He said: he had not even looked at car and inquired about what was going on. I explained the chain of events, deception, non-communication, lies that have been ongoing since purchase of automobile. He assured me he would get it right and apologized for the miscommunication. He also continued to make excuses for mismanagement of my case without really address my concerns.Once he looked at the car he stated it was not that bad looking and I should take the car and drive it for about a week to see if I can live with the scratch. If my eye continued to be drawn to it and I could not live with it they would order the dash to replace it. Again he stated there was no guarantee that it would be perfect. In fact he stated I would more than likely have to bring it in a few ***es to get it right and even then no guarantee it would not get scratched installing or that the color would be an exact match, or other issues with electrical or rattling. He felt my best option was to except the scratch. He also stated that probably someone who detailed the car put the scratch in the dashboard. *** also reiterated that switching the automobile to another was not an option as the finance, title and registration had already gone through.I had brought the Murano in Monday within 24hrs of business or business day with the scratch. At that ***e I could have requested a different car and it would have been fine. Instead I was given information about extent of replacing the dashboard, I was assured it was just replace top and it popped right off. I was told they would replace it which swayed my decision and in the end there was no intent to replace it and the repair is elaborateI left with my car very unhappy and unsatisfied with what I was hearing.8/24/15: TC to General *** ***I told him I was very dissatisfied with the scratch on the dashboard, as well as the misconception, and deceit that had taken place. I expressed I had not been given the option to replace the car as I should have been. His answer was we cannot do this at this ***. They would replace the dashboard but he also reiterated that this was an involved process and something his shop does not do, this is done when cars are built at the factory. He also said they could not guarantee the work and did not recommend replacing it. When asked what would make me happy I responded: “replace the car at no cost with a new one”. Again I was told he could not. The best he could do for me is giving me a $credit toward the installation of a trailer hitch I wished to have placed on the car originally. I was still not happy as this is only the cost of the installation, really no concession on their part as they usually don’t charge to install options on new car accessory parts. They did put the trailer hitch on the car and charge installation and full price of trailer hitch less $and the money they had owed me for a cargo cover I paid for and cancelled. Incidentally I received two days later a welcome to Nissan with a 25% discount on accessories, a event. Why I was not made aware of this and not discounted the amount on trailer hitch price, yet another omission or deception.
Regards,
*** ***
We would like to confirm that we have reviewed complaint #***. We have reached out to our customer to discuss the concerns. We believe we will be able to come to a resolution. Thank you for your attention to this matter
Complaint: ***
I am rejecting this response because: Round Rock Nissan continues to be dishonest and untrustworthy The scratch is visible and 3/inches long No real concession was made to me the cargo cover was supposed to be refunded to me as it was cancelled prior to ordering They gave me $off the hitch price when there was an offer to take 25% from Nissan for all new car owners, never offered to me. I was never told up front about extent of replacement of dash board instead told it was a minor deal and everything would be fine If I had I could have cancelled the deal
Regards,
*** ***
Please see attached invoice that shows that only the $rebate was applied and the additional $rebate was not actually applied per the invoiceI was charged a sale price of $32,instead of the agreed upon $29,Please review
Thank you, much appreciated
*** ***
To Whom It May Concern, This is in reference to complaint ID ***We would like to take the time to affirm that this complaint is being handled with all seriousnessWe have taken the customers statement into review, along with all documentation that pertains to the customers caseOur goal is
to efficiently find a resolutionWe will be in contact with our customer to rectify the unpleasant experienceOur desire is for our customers to be satisfied with the product, as well as their experience in our dealership whether it be with the service or sales departmentThank you for your time and attention to this matter *** ** ***
We are willing to release the contract documentation to the Revdex.com However, we need consent from our customer [redacted] , either written or by a verifiable email chain 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 The checks were received by Wells Fargo today and have been applied to my loanThank you for your help Regards, [redacted]
Customer did have a concern about a small blemish on the dash padWhen this was brought to the attention of the sales person customer was maistakenly told it would need to be replaced in order to fix it, however this was not the case and our AsstService Manager was able to take care of the issue without needing an entire dash replacementWe apologize if the customer feels she was deceived as this was certainly not our intention and the blemish is no longer visable
Complaint: [redacted] I am rejecting this response because: $is not acceptableI am in the process of choosing an identify fraud/theft protection and insurance plan and will not even cover years The fact that I will have to pay this amount each year due to an error your company made is not acceptableThe fact that I have to continue to stress over this on a daily basis and try to figure out where this extra money is going to come from for this protection should not be my realityI did not put myself in this situation your company didI feel that if I would have never purchased a car from Round Rock Nissan this would have never happened.From speaking with a financial consultant and one of the representatives with Lifelock I was made aware that with her name being listed on my credit report as an alias that I have to contact them and let them know to remove it and that could be a long process and meanwhile if she opens up something in her name or even my name using my information I will have trouble trying to prove itAlso most companies in these type of situations especially if the information was released due to the negligence of the company, will offer the consumer identity theft protection for a certain amount of years or even an lifetime depending on the detail of the error and the information that was releasedLifelock current running rates for the protection that I need due the information that was released is annually I have been advised that I will need this coverage for the rest of my life just to be on the safe side and not have to stress if something is opened in my nameI shouldn't have to stress or worry about paying this amount for the rest of my life due to your company's negligence.So in closing, the life expectancy of a female in the United States is years old, I will be this yearAccording to the life expectancy of a female I will paying this amount for years So I am requesting the compensation of $20, With the total 16,going towards just protecting my identity for the next years and $3,for all my stress,pain and sufferingIf not I will be going further until I am rightfully compensated for this issue Regards, [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 Regards, [redacted]
We have pulled the information regarding the complaint and have found that the transaction is correct as stated on the contractThere is no pricing difference between what the customer stated it should have been, and what the documentation showsHowever, she did option to add running boards and additional items that are itemized on the purchase orderWe are contacting the customer to review these purchases and how they affected the overall amount she financed Thank you
Please see attachment.To Whom It May Concern,This response is in regards to case # [redacted] Round Rock Nissan, again, apologizes for the incident that occurredWe would like to compensate Ms [redacted] in the amount of $Thank you for your time and attention to this matter
To Whom It May Concern, This is in reference to complaint ID [redacted] We would like to take the time to affirm that this complaint is being handled with all seriousnessWe have taken the customers statement into review, along with all documentation that pertains to the customers caseOur goal is to efficiently find a resolutionWe will be in contact with our customer to rectify the unpleasant experienceOur desire is for our customers to be satisfied with the product, as well as their experience in our dealership whether it be with the service or sales departmentThank you for your time and attention to this matterSincerely, [redacted] ***
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and I look forward to hearing from the business and finding a resolution for this matter Regards, [redacted]
I have tried to contact Ms [redacted] to have her sign the cancellation form we need in order to cancel her warrantyWe have no problem doing thatI called her today at pm, on the number we have on file for her w/ no answer and no voice mailShe needs to contact me, [redacted] and I can fax or email her the form
To Whom It May Concern:I have fully researched and investigated the events of Ms***'s grievanceWe hope that the information provided will help resolve the relationship issue and help clarify the circumstances involved.I have spoken with Pre-Owned management as well as pulled the reconditioning service invoice with inspection notes regarding the OdysseyThere was no mention or evidence of the noise that Ms [redacted] is describing in her submissionThere is also no note of collision damage to the undercarriage of the Odyssey during the initial reconditioningWhen Ms [redacted] brought the vehicle back in with her concern some days later after taking delivery, we did get the vehicle on a lift and that's when we discovered there was damage to the vehicle that hadn't been noted beforeMs [redacted] had admitted at that time to one of our sales managers she had "hit" something underneath the Odyssey after taking delivery of it.I understand that Ms [redacted] purchased a warranty to cover mechanical breakdowns on the vehicle, but the damage occurred while in her possession is physical and would need to be repaired through her insurance companyUnfortunately, no service policy will cover a physical damage claim.Round Rock Nissan is passionate about providing excellent customer serviceIt's unfortunate that Ms [redacted] experienced something like this so soon after taking deliveryHowever, we do have an onsite body shop that I would be more than happy to help get her a discount through if she would like to get the vehicles damaged appraised and repaired.Lastly, I apologize that my contact wasn't on the initial response from our storePlease feel free to contact me at any time.Respectfully, [redacted]
Ms*** first came into the dealership complaining of noise she had been hearing on her vehicleWe diagnosed the problem in our service department, the left wheel was broke, when we took the lug nuts off the tire, pieces of the wheel started to fall outThe whole wheel assembly was about
to completely fall off. Our technicians could not believe she had even driven the vehicle here in the condition it was in We also found that the left rear of the bumper cover was loose and making noise We then repaired the vehicle, her warranty paid for the left front hub bearingOne month later, when Ms*** came back, she complained of hearing more noises, she wasnt sure whether it was the front or the rear , but that it was making noiseWhile her vehicle was here the second time, we found that both rear hub bearings were making noise that were not apparent on her fist visitWe also found her right front tire was separated, running on steel and losing air, we told her it was not safe to drive at this pointWe'd also like to point we advised her that her tires were in need of replacement on her first visit but she declined purchasing new tiresRound Rock Nissan has no record of any maintenance that she has hadThere has been an obvious neglect of mainteance on this vehicleIt would have had to have been driven in bad condition for quite some time for these problems to escalate to the condition they were in
We did offer to repair or replace the dash for the customer, however, she was made aware of the process involved in such an extensive undertaking and the real possibility that something else could possibly be scratched or damagedIt was prudent to inform her before hand because of the invisible spot on the dash that was no longer than a 1/of an inch that is the cause of all of these issuesRound Rock Nissan was not deceptive in any way and we have made many concessions in order to try and resolve this issueNot only did we refund the $dollars for tha cargo cover (by discounting it from the price of the hitch), but also paid the labor for the installation ($240) and discounted the retail price of the hitch to begin withMs*** was more than friendly when she was here at the dealership and dealt with *** during the hitch installation, and he went with her to her vehicle to answer questions about the rear seatbelts and ther operationWe felt this was resolved a month ago after Ms*** made her last visit to the dealership
Please see attachment. Thank you
Complaint: ***
I am rejecting this response because:
This discount repair offer after my major repair already done is just like an insult to me I am not sure if Nissan realize that They know my house address if they want to mail me a check I donot know whatelse I need to talk to them. I called *** *** and left voice message --- 1st -- I already said that the picking up day on the way home from the Nissan , I heard the noise , the 2nd morning , my husband heard it too , in the morning , at my job parking lot - I showed the noise to my best friend -- I and my husband all are state employees Our job are too busy for dealing with these negotiations if I have been lying about anything. So the exactly night I drove back from Nissan , I already texted *** about the noise , I still kept all the text messages with him if Nissan still try to say the underneath scrape did all the damage -- even when the technician, *** and I looked together looking at the bottom of the scrape , *** said this will not affect the driving If you care about it , you check the insurance --/ but later I already checked with muffin muffler in Austin , the manager *** told me there is no major damage to bottom or other part of exhausts parts , the total checking fee is only dollar .he knocked each parts to me at the bottom and told me it is solid ! To any replacement needed! So now I had to replace power pump, high pressure hose , the noise did is from the dysfunction driver side mix air motor( actuator), how much possibility that my scrape did not damage any major parts of exaust system but damaged the high pressure hose and power fluid pump? Also the actuator ? I have my husband , my coworker and my text with *** to testify that the noise has been there since I picked up the van -- and *** made a incorrect statement saying I went back to Nissan days after -- no , that is the day right after the picking upAlso actually the Time I got scraped is exactly the trip I drove back to Nissan Again , I paid for power pump replace deductible , also for hose replacement With the attitude of blaming everything to my scrape , I doubt if I feel comfortable to drop my van to Nissan for any evaluation or repair I donot need any further say about how unlikely my scape has damaged the hose or the pump or the actuator when none of my exhaust part need to replaced The actuator repair is estimate Not done yet This symptoms is that when ac on , driver side blow hot at times but right blow cold If the response was earlier when Nissan knew that honda was waiting for the loan SPP documents , maybe it would help some --- but now major repair has been done It is funny to get this discount offer in such a late time ---still I am requesting $ for all these dysfunction parts of power pump, hose and actuator If Nissan still want to blame everything from the scrape , there is no meaning to argue about this again -- the technician from Nissan told me the noise must come from exhaust system And the muffin muffler *** knocked all parts of exhaust to me saying no noise from those parts told me to find other reasons to solve the noise And first Tx honda already found multiple issues in 2months I had this odyssey -------------------------------------------- Regards,
*** ***
Complaint: ***
I am rejecting this response because:I was made a promise that influenced my decision to purchase the Nissan Murano from Round Rock Nissan. Round Rock Nissan continued pursuing a flagrant course of misrepresentation, promises and has engaged in a dishonest deceptive act which demonstrates untrustworthiness Saturday July 25: 1. 9:am: Arrived at Round Rock Nissan to finalize purchase price and purchase of Nissan Murano. The car in question I did not see, it was same model I looked at day before except had mud guardsThe car I was to purchase had been taken to have the windows tinted. 2. I left and came back end of day to meet with finance to sign papers. I was given a brief chance to look at car prior. 3. 6:pm: After finalizing the paperwork for purchase I was given a brief synopsis of car by *** my sales person. I agreed to return later for more instructionsAt this ***e a sold sign on dashboard was removed. 4. As I was driving I noticed a ? soiled spot on dash board by center window. Monday July 26th: 1. Returned to dealer to have them look at soiled spot on dashboard, remove stickers on inside panel of doors, and fix fold in leather on back of 2nd row seating. 2. I also asked to not have cargo cover put on and to have the cost refunded to me. I signed a form to request refund.3. Car was taken and stickers removed.4. Fold on back of seat was not fixed, told it was missing a piece of foam and this would be repaired when I brought it back in5. *** at this ***ed informed me the stain was in fact a scratch/gouge, he informed me they would order a new dash cover and it would be replaced. I expressed by hesitation and concern about replace the dash cover and my dissatisfaction with the fact that the defect was not noted at ***e of purchase. I was assured it would be replaced and have no issues with rattling or matching. ***, my salesperson set up an appointment for me to return on August 14, Friday to have the dash cover replaced leather on second row seat repaired and the bumper guard I had ordered installed.6. I left very apprehensively as I felt there was deceit with not disclosing the defect in dash cover as it was clearly covered up by a sign originally. Wednesday August 12th: 1. I texted ***My salesperson to ask if the parts to my car had come in and I was scheduled to come in Friday August 14th for repairs. I also inquired about the loaner car.2. *** responded: “ Yes the part is in and I’ll have the loaner car ready”Friday August 15th:1. Arrived at service at 9am. Spoke with service and they had no record of my appointment. *** was located.2. *** came with loaner car paperwork informed me he was giving me the car for days as they were not sure whether they would need to order dash cover or repair it. I informed him that when we discussed it on July 26th I was informed they that it would be replaced. Repair is not what I agreed to. I was again assured that he would relay this to service and he would call me later to let me know when car would be ready.3. I called and left a message for *** at 2:07pm to inquire status of repairs, left message.4. 4:pm *** returned my car and stated that service was backed up and people were on vacation and the car is being worked on now.5. 7:pm: *** called back and said car was finished, assured me the dash cover was replaced but that the service manager wanted to keep it overnight to let things set and take it for a test drive in am to make sure there was no rattling. I was informed I would be able to pick it up in the am on Saturday August 15th; He stated he would call me 1st thing in am. August 15th Saturday:1. 10:45am: I called *** *** to inquire status, stated it was being test driven now and then he was going to inspect it and test drive it as well.2. 11:02am: *** called, stated there was a problem, the dash was repaired not replaced and it was noticeable to himHe said he would fight for me and what did I want to doI told him under no circumstances did I wish to accept a filled in dash cover. I desired for them to give me a new car which did not need any repairs. I expressed that this car should never have been sold to me as it was and I believed it was a known defect at ***e of sale. He expressed his understanding of my frustration and stance. He stated he would speak with the sales manager and director and get back to me.3. 1:34pm: Texted *** as I had not heard anything yet. Asked if I could be speaking to someone else up the chain of command, asked for those people’s names. Stated I was very unhappy with all the deception which had taken place from the beginning.4. 1:pm: *** texted back: “I understand, *** our general sales manager will be calling you her shortly.”5. 5:24: I texted ***: “No call yet?” I had not received any phone call.6. 5:pm: *** texted back: “I spoke with *** and *** and told them what you preferred. This is where they are at. Because the vehicle is titled in your name and there is nothing wrong mechanically they can’t switch to a different vehicle. However they are replacing the entire dash trim piece”7. I texted back: “Not happy as I was sold a vehicle with a defective that was hidden from me. The repair you now mention is what was told to me originally. It was supposed to be done Friday. I was told they had done this of Friday and Saturday am found out they had not. I need a guarantee it will match and not rattle. If I had seen this or made aware of the defect (which I am convinced someone knew the scratch/gouge was there as a sold sign was placed in the exact location) I would not have purchased this car. When will the car be ready for pick up? What are they doing for selling me a less than perfect vehicle?” The run around and frustration over past two weeks was unacceptable. I was made a promise that influenced my decision to purchase this vehicle. Round Rock Nissan continued pursuing a flagrant course of misrepresentation, promises and has engaged in a dishonest deceptive act which demonstrates untrustworthinessMonday 8/17/: 9:40am: Text from *** in response to my Saturday text: “I’m getting that information for you”Tuesday 08/18/15: 12:pm: Texted *** inquiring status of car.Response was *** working on it waiting for parts to come in. I responded with ETA 4:pm: Texted again do we have an estimate as to when this might be. ***: I'm trying to find out from *** but he's a hard guy to get a hold of5:pm: Texted ***: Whom can I call this is getting ridiculous. Response from ***: *** call main # have him paged.5:42pm: Called and spoke to *** asked for ***, put on hold then told he was with a customer and would call me back. I asked that he call me tonight. No phone call! *** did not return my call8/18/15: *** and I had a continued text messages so as I could get an understanding of what transpired over the past few weeks since I purchased the Murano Recap of what had transpired up to now 8/18/151) I was sold a car that had a defect in dash that was hidden from me. 2) I brought it to the Sales department ***'s attention immediately next business day. Within ***e frame I could have returned car and cancel deal*** *** looked at it and said they would order a new dash cover, this was Monday 7/( I signed papers Sat pm 7/25) I was apprehensive about replacing part and was assured it would be fine I was told part was being ordered and set up appointment to bring it back 8/when I got back from vacation. 3) I confirmed with ***, sales person on 8/my appointment, and told I was all set parts where in.4) Upon arrival in am 8/I was told *** had to look at dashboard to determine if they could fix it or replace it. Part was never ordered and I was grossly mislead and deceived again to believe they would replace the dash board. My decision to keep the car was based on what I was told on 7/27. 5) 8/eve after attempting to reach *** and *** multiple ***es, and leaving a message with *** ( with no return call) *** called: told me car was fixed and *** wanted to keep it over night to let things set, test drive in am to make sure there was no rattlesHe would call me in am6)8/15: I called late am as no one had called. I was told *** was testing it now and then *** wanted t check it also. *** called back to inform me the dash had been repaired not replaced as we were told. I was yet a 3rd ***e lied to. Again they tried to deceive me.7) I at this ***e requested a replacement vehicle, and told that this couldn't happen as title was in my nameAs per ***,GM and ***. They agreed to replace part8) I had left messages with *** and *** GM with no return calls for past days. I have received no ***e frame as to when I will receive carI have been unable to talk with the decision makers at this dealership 8/19/15: TC with *** about repair. I was told by *** that to replace the dashboard was a big ordeal. Dials controls all would be removed then replaced. He could not guarantee it would not get scratched in process or that it would look right or not rattle or that the color would match exactly. His advice was to not replace it. They have put a protective coat on the dashboard and feels you can hardly notice the scratchI have expressed by disappointment in lies which have been dealt to me as of today. What would make me happy is to replace car all together with no $ difference. This is not my fault and the continued misrepresentation and deceit is unacceptable. I have agreed to go by and talk to him and ***, General Manager today at 2:30.8/19/15, 3:pm: Met with ***, Sales manager: (Not *** or *** as I was told but a new sales manager)He said: he had not even looked at car and inquired about what was going on. I explained the chain of events, deception, non-communication, lies that have been ongoing since purchase of automobile. He assured me he would get it right and apologized for the miscommunication. He also continued to make excuses for mismanagement of my case without really address my concerns.Once he looked at the car he stated it was not that bad looking and I should take the car and drive it for about a week to see if I can live with the scratch. If my eye continued to be drawn to it and I could not live with it they would order the dash to replace it. Again he stated there was no guarantee that it would be perfect. In fact he stated I would more than likely have to bring it in a few ***es to get it right and even then no guarantee it would not get scratched installing or that the color would be an exact match, or other issues with electrical or rattling. He felt my best option was to except the scratch. He also stated that probably someone who detailed the car put the scratch in the dashboard. *** also reiterated that switching the automobile to another was not an option as the finance, title and registration had already gone through.I had brought the Murano in Monday within 24hrs of business or business day with the scratch. At that ***e I could have requested a different car and it would have been fine. Instead I was given information about extent of replacing the dashboard, I was assured it was just replace top and it popped right off. I was told they would replace it which swayed my decision and in the end there was no intent to replace it and the repair is elaborateI left with my car very unhappy and unsatisfied with what I was hearing.8/24/15: TC to General *** ***I told him I was very dissatisfied with the scratch on the dashboard, as well as the misconception, and deceit that had taken place. I expressed I had not been given the option to replace the car as I should have been. His answer was we cannot do this at this ***. They would replace the dashboard but he also reiterated that this was an involved process and something his shop does not do, this is done when cars are built at the factory. He also said they could not guarantee the work and did not recommend replacing it. When asked what would make me happy I responded: “replace the car at no cost with a new one”. Again I was told he could not. The best he could do for me is giving me a $credit toward the installation of a trailer hitch I wished to have placed on the car originally. I was still not happy as this is only the cost of the installation, really no concession on their part as they usually don’t charge to install options on new car accessory parts. They did put the trailer hitch on the car and charge installation and full price of trailer hitch less $and the money they had owed me for a cargo cover I paid for and cancelled. Incidentally I received two days later a welcome to Nissan with a 25% discount on accessories, a event. Why I was not made aware of this and not discounted the amount on trailer hitch price, yet another omission or deception.
Regards,
*** ***
We would like to confirm that we have reviewed complaint #***. We have reached out to our customer to discuss the concerns. We believe we will be able to come to a resolution. Thank you for your attention to this matter
Complaint: ***
I am rejecting this response because: Round Rock Nissan continues to be dishonest and untrustworthy The scratch is visible and 3/inches long No real concession was made to me the cargo cover was supposed to be refunded to me as it was cancelled prior to ordering They gave me $off the hitch price when there was an offer to take 25% from Nissan for all new car owners, never offered to me. I was never told up front about extent of replacement of dash board instead told it was a minor deal and everything would be fine If I had I could have cancelled the deal
Regards,
*** ***
Please see attached invoice that shows that only the $rebate was applied and the additional $rebate was not actually applied per the invoiceI was charged a sale price of $32,instead of the agreed upon $29,Please review
Thank you, much appreciated
*** ***
To Whom It May Concern, This is in reference to complaint ID ***We would like to take the time to affirm that this complaint is being handled with all seriousnessWe have taken the customers statement into review, along with all documentation that pertains to the customers caseOur goal is
to efficiently find a resolutionWe will be in contact with our customer to rectify the unpleasant experienceOur desire is for our customers to be satisfied with the product, as well as their experience in our dealership whether it be with the service or sales departmentThank you for your time and attention to this matter *** ** ***