Alan Webb Auto Group

I'd like to reopen a complaint for claim #***I have tried to contact the dealership in regards to the "discount" for the navigation to be put in my car and haven't heard anything back. Could you please help~Thank you*** ***

Ms*** has been contacted regarding this matter by our General Manager, Chris P***. We have since reversed the charges to her credit card as well as contacting the credit card company about damage done to her credit. At this point, Ms*** is satisfied with our actions

This complaint was resolved amicably directly with the customer.

After the customer returned to Spokane, they took the vehicle to their own mechanic and it was suggested the vehicle needed a new transmission.  I informed the customer they had purchased the vehicle as-is but the customer requested we put a new transmission in the vehicle.  The new...

transmission was not an option so we gave the customer the option to return the vehicle and the customer drove it back to us from Spokane on 6/24/17.  The vehicle was inspected again with us and there’s no evidence that it needs a new transmission.

I have called this customer and left two messages letting her know I was sorry about the issues. I told her I would get a check cut for the $75.00 like she is asking and asked if I could do anything else. I am just waiting for her to verify her address to mail the check out to. [redacted]...

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[redacted] E-mail: [redacted]@gmail.com    Billy M[redacted] WWW.AlanWebbautogroup.com (360)892-9004 EXT.247

We have resolved this customers concerns and shave old him a new vehicle. Customer stated he was removing the complaint.       We have resolved all concerns of Kalash Prasad.  JOSH K[redacted]GENERAL MANAGERALAN WEBB NISSAN

Thank you for the opportunity to reply to this complaint. We are sorry that Ms. [redacted] experienced further troubles after her service visit with us. The return visit required after the brake pad service was due to the rear brake calipers sticking after brake pads were replaced. The caliper...

pistons pushed in normally for the technician, giving him no indication they would stick in the future. After a short amount of driving, the pistons became stuck inside the calipers causing pressure to remain on the pads and the heating of the brakes the customer experienced. This does occur sometimes in higher mileage vehicles and is typically due to corrosion inside the brake components. The brake pad replacement was $249.95 of the total service bill that visit. We covered the expense to tow the vehicle back to our shop and re-inspected. Once we found the calipers stuck in place and no longer retracting properly, we offered to cover the additional labor and only charged the customer for the additional parts required to replace the brake calipers.  When we performed the initial check of the A/C system, the technician found a leak from at the high side fitting using the electronic leak detection tool. We repaired that leak and recharged the system as well as added a small amount of tracer dye to aid in identifying any future seepage of R134A refrigerant. He rechecked the system with the leak detection tool and found no additional leaks at that time. When Ms. [redacted] returned with the A/C system blowing warm again, we were able to find a small leak from the compressor using the previously installed tracer dye and gave an estimate for compressor replacement. We offered to cover the second recharge that would be needed along with the repair as goodwill. Stacy did inform me that the customer preferred to have the A/C work done elsewhere and would like to have the A/C charge refunded instead. We agreed that she had been a good customer and that we would refund her this portion of the service. Unfortunately, we failed to complete the credit transaction. We are now taking care of that and will be sending the customer a check for the requested amount of $136.85 and we will be refunding the sale tax on that amount as well for a total refund of $150.30.  Please accept my apologies for the lack of proper communication and any inconvenience we may have caused.   John D[redacted]Director of Fixed OperationsAlan Webb Nissan, Mitusbishi, Collision Center[redacted]@alanwebbautogroup.com

Thank you for the opportunity to respond to the complaint filed by Ms. [redacted] after her recent service visits.
The first visit we saw Ms. [redacted]’s 2003 Xterra on RO# [redacted], was December 17th and 18th, 2015 at 104,330 miles. The vehicle had a check engine light concern. This was due to a code set...

for vehicle over temperature. Our technician found a cooling system leak from the lower intake manifold gasket. There were also several other maintenance items, which Ms. [redacted] also approved to have corrected while the vehicle was here. The battery and brake light concerns were not active at any point during this visit and the alternator was charging properly.
Ms. [redacted] had the vehicle towed back to us on 01/19/16 at 105,285 miles. This was approximately 1 month and 955 miles later RO [redacted]. She stated that warning lights came back on within days of picking up the vehicle, but she had it towed in after all lights went on the dash and it died in an intersection and would not restart. Our technician inspected the vehicle and found the battery totally drained. He tested the alternator and found it was not charging the system at all. When I spoke to Ms. [redacted] about this additional concern, she felt we had missed this issue and had we caught it then, she would have had it repaired then. I explained that our technician did not confirm any problems with the alternator during the last visit and we do not recommend repairs that are not needed and confirmed. My technician confirmed that the battery light was not on during his final test drive during the prior visit either. During our conversation, she stated that she felt we should cover the entire repair for her at no charge. I explained that if the alternator had been bad during the last visit, there is no way it could have been driven nearly 1,000 miles on the battery alone. It is possible it had an intermittent issue, but if it was working when tested, that would not show up. Due to the large service bill she had just had, I agreed to cover all the labor for further diagnosis and repair and I paid for a rental car while we completed the repairs as goodwill. She need only pay for the replacement alternator part, no labor. She agreed to move forward.
Our technician installed a Genuine Nissan remanufactured alternator as agreed. This part charged properly, however it was excessively noisy due to an internal bearing issue. We ordered and installed a 2nd Genuine Nissan remanufactured alternator the next day under the Nissan parts warranty program. I covered the rental vehicle for an additional day to avoid any further inconvenience. The vehicle was completed and all seemed well.
The vehicle was then towed in again on 01/22/16 at 105295 miles. There was a number of electrical issues present upon inspection. When I personally test drove the vehicle, the seatbelt light would not go out, the passenger seatbelt light stayed on, the overdrive light was flickering and could not be turned off or on. It started without a jump and was running and the battery light was not on. After driving a few more miles, the battery light did come on and the vehicle finally died. Upon inspection, my technician found a poor connection at the alternator. This is his responsibility after the alternator replacement, but prior to us replacing the alternator, none of our prior work was in that area to have caused this concern. We corrected the connection and test drove further and verified no further issues and the other lights I mentioned were working properly.
This entire situation was certainly less than ideal for anyone, but I feel we followed the proper repair procedures and by covering the labor and rental car for the alternator repair, I feel we demonstrated a desire to be fair and provide a high level of customer service. If we had caused the issue, we would have taken care of it completely. Even if the alternator was failing intermittently during the first visit, and tested ok, it does not make it our responsibility as a repair facility to repair it free of charge in the future.
Sincerely,
John D[redacted]
Service Director
Alan Webb Nissan

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 have spoken with the customer and resolved her issue. The cancelation has been processed.

Since purchasing New 2017 Nissan Rogue multiple issues of concerns with Mr. Gabriel C** Finance Mgr. Multiple attempts cancel extended warranties not resolved. " out of my hands, Mr. [redacted].." Meeting with Nathan B[redacted] Sales Mgr 27 Jan to receive full refund, still pending. Emails to Josh K[redacted] Gen...

Mgr for assist>no response. Prior purchase advised my DOL Vet Disabled plates I will retain from veh trade in. Per Vicky Mgr DOL Franklin St, Vancouver Dealership NOT to issue new license plates when registering with DOL. I will place my DOL Vet Disabled plates on new car."No problem Mr. [redacted]" Received notice "New license plates ready pick up @ Dealership" Dealership is totally mismanaged! Email received" Mistake on issuance new plates Corp issue" Tried calling dealership to speak to anyone".No one available to take your call, please leave a message someone will call you back." Regret purchasing from Alan Webb NissanI DO NOT WANT NEW PLATES ISSUED. I HAVE MY ISSUED DOL VET DISABLED PLATES. WANT 100% EXTENDED WARRANTIES REFUND $2,795.00 . GABRIEL C** FINANCIAL MANAGER NEEDS TRAINING FOR REPLACED. THIS INDIVIDUAL CHALLENGED DEALING WITH CONSUMERS FINANCES. DEALERSHIP IS TOTALLY MISMANAGED.

I am sorry to hear of this issue and we will assist any way we can to solve this situation.  It is required from the insurance company to turn in the coupon issued to the customer in order to request reimbursement for the tire.  If you do not have the coupon, please call the insurance...

company at  1-866-588-0733 and discuss with them the best way to get them sent to you.  The policy owner/consumer has to be the one to make this call.  If they are unable to assist you, please call me direct and we will work to find a solution.
Jim J[redacted]
General Manager
360 574 1131 ext [redacted]