To Whom It May Concern:
It clearly states in the disclaimer on direct mailer (attached), that
0% financing is avail on SELECT MODELS and must have approved credit.Sincerely,
"">[redacted]General ManagerLia Chrysler Jeep Dodge RamCentral Ave.Schenectady, NY
Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. I don't agree. I have pictures of the car and doesn't have a torn bumber the dent and scratches you can't even see and why no one had answers for me when I called numerous time it took for me to report that his to Revdex.com for them to respond.
Regards, [redacted]
Mrs.
[redacted] came into the dealership with her boyfriend specifically asking for a
brand new white Hyundai genesis coupe. She stated that they had been to a
few different Hyundai dealers and none of them had a white Genesis coupe.
We...
happened to have the car she was looking for. She was very excited as
well as her boyfriend. They test drove the vehicle and absolutely loved
it. We worked out the numbers and both [redacted] and her boyfriend agreed to
deal and took delivery of the vehicle. Our finance department is trained
to clearly go over all the paperwork that is required when finalizing a lease
or purchase as well as answer any questions regarding the contract. Mrs.
[redacted] signed all the documents and left extremely happy. She returned a
few days later wanting to meet with myself the General Manager because she
wanted to return the car due the “the color of the seats.” She also stated that
another dealer had called her and said she could get the same car there for a
few dollars less and now they had the vehicle in stock. I took time
to kindly explain to Mrs. [redacted] and her boyfriend that you can’t just return
a vehicle and I went over her options in trading the car in. Her
boyfriend was very understanding, unfortunately Mrs. [redacted] was not. At
this time she started to state how she is a “collage educated woman” multiple
times and started to demand that I take back the car and refund her
money. She started to use vulgar language and after asking her to calm
down she would not, this is when I asked her to leave the store because she
continued with the profanities. I would be more than glad to re
explain this information to Mrs. [redacted] but as a dealership we will not
tolerate vulgar language or disrespect in any manner.
In response to a complaint sent to your office and review the customers concern, Ms. [redacted] purchased a 2009 Buick Enclave from Lia Chrysler Jeep Dodge Ram on December 6th 2014. At the time of the sale she purchased an extended warranty with Chrysler FCA. The contract is a Used Added Care warranty....
On January 13, 2016 Ms. [redacted] came into our service department with a concern of a check engine light being on, we advised her the process in diagnosing the concern and quoted her a diagnostic charge of $51.50 plus tax. Our technician diagnosed the concern to be caused by the catalytic converter below threshold. Upon diagnosis we contacted the warranty via Dealer Connect to verify if the repairs would be covered by the extended warranty, unfortunately the repairs were not covered. We advised her of the repairs and suggested to contact General Motors to see if their were any extensions of the emission warranty with GM. She contacted a local General Motors dealer and was informed that their was no extension of the emission warranty. We then quoted Ms. [redacted] the cost of the repairs and she declined to have the repairs completed. Please feel free to contact my with any questions regarding this complaint. Sincerely, Jim [redacted] Service manager Lia Chrysler Jeep Dodge Ram [redacted]
In regards to the complaint filed by [redacted] to
your organization. We certainly apologize for any inconvenience or frustration
we may have caused [redacted], however looking into the situation thoroughly we
believe that the procedures that took place were in line with the information
that Nissan Motor Acceptance Corporation has provided us over many years. Here
are the series of events that took place at Lia Nissan. When [redacted] arrived at the Dealership on April 8th, she
asked to speak to [redacted], our Business Manager. She has stated that
she spoke to [redacted] over the phone regarding buying out her lease and would like
to come in to finalize the transaction and look into financing options. This is
a very common occurrence at the dealership, that we handle approximately fifty
times per year. When sitting down with [redacted], she asked what the interest rate
would be for the loan, she stated that her Credit Union was offering her under
1.99%. [redacted]'s response was that, unfortunately on a 2012 vehicle our rate
would be slightly higher than that. [redacted] stated that she would like to
finance with her Credit Union, this also is a common occurrence and no problem.
At that time [redacted] informed her of the process that that takes place when a
customer comes into a Nissan dealership to buy out a lease return. That process
is to have the Dealership electronically grounds the vehicle with Nissan. This
allows the Dealership to then purchase the vehicle from Nissan Motor
Acceptance. The purchase price to the dealership is the stated residual value
on the customers original contract plus a $75 dealers buyers fee that we are responsible
for. After the vehicle is grounded and purchased by the dealership we are
billed electronically by Nissan. After that occurs we sell the vehicle back to
the customer for a price of $300 higher than the residual value. The $300
purchase option fee is clearly is stated on the back of the original lease
contract, witch I have attached. At that point [redacted] states that [redacted] was not
happy with having to pay the $300 fee stated in her contract. She then then
requested to use her One To One rewards card program, which we offer to our
returning customers a $250 discount off the price of a new or used vehicle
purchase. [redacted] advised [redacted] that we unfortunately exclude lease buyouts from
this promotional program. The reason for this exclusion is obvious, we have to
pay the $75 fee to purchase the vehicle from Nissan and when crediting the
customer $250, this would effectively have us loosing money providing this
service. Please keep in mind the New York State Department of Motor Vehicles
also recognizes a lease buy out as a different type of sale other than a new or
used car purchase. There is no inspection or warranties required by the dealer,
due to the fact they are essentially buying out there own vehicle. From what I
have been told [redacted] was very upset at that time and demanded to speak to
higher level manager. I was off that day and [redacted] directed her to [redacted],
one of our Sales Managers. [redacted] basically restated the same things that [redacted]
did. I have been told that she was extremely persistent and demanding that the
credit be issued, however she agreed to go along with the procedure that we
have done hundreds of times with other customers, over the ten past years. At that time, with her agreement, [redacted] grounded the
vehicle, I have the attached the signed agreement. Then [redacted] purchased it from
Nissan electronically, gave [redacted] a purchase agreement for her to take to her
Credit Union to attain the funds and scheduled the final transaction or the
following day. On the following day, April 9th. I received a call from
Nissan, the customer asked if [redacted] could get on the line in conference, I
agreed. The representative let me know that Nissan could compete the sale
directly through them. I disagreed with the individual. the reason for this, is
that I have been told many times and also many customers tell me that when they
call Nissan to buy out there lease, they instruct the customer to go to a
Nissan Dealer only to complete the transaction. I also mentioned to the
representative when a customer sends a check directly to Nissan for payment,
that they send it back and direct the customer to the Dealer. She agreed that,
that was the case, however she stated that if a lending institution sends the
check they, will accept payment. My main concern with the representative is
that, I had a situation a couple of years ago that a different local Credit
Union sent a check for a customer and Nissan sent the title and bill of sale in
the name of the Credit Union. The problem was that this Credit Union was not a
Licensed NYS auto dealer and could not transfer ownership to the customer. When
the customer went to DMV to get the title issued and NYS wanted the tax to be
paid on the purchase price, however the Credit Union paid the tax directly to
Nissan, which would effectively mean the tax would have to be paid twice. I
asked the representative if the title and bill of sale would be made out to the
Credit Union, she said yes. I respectively argued, that I believe there will be
a major problem, similar to the other customer. It took me over a month to
assist the Credit Union with getting it resolved with Nissan and NYS DMV.
Keeping in mind the customer never came to us to buy out there lease, I just
volunteered my help. After being told that that was the direction that they
were going to go with, told them that I would have to get in touch with the
other department at Nissan and reverse the sale because we have already
purchased the vehicle from them. I then gave [redacted] my cell number and said
that if she did have any problems to give a call and I would do my best to
help. The following day another person from Nissan gave me call
and let me know that they received a check from the Credit Union but the
vehicle was already paid off by us. I informed them that the payment was in
process of being reversed and would FedEx back the title, that was already in
route to us, which we did. Later that day [redacted] came into the Dealership to
obtain her original copies. I greeted her at the door with her documents. After
handing them to her, she handed each one back to me for me to write void on
them and I did, then she handed them back to me to have me date them and I did.
I told her that I still believe that there will be a problem with the
registration and titling, but if there was, I would still be willing to help.
She continued to ask me why we lied to her. I could not answer that question
knowing that I did not lie, I only gave her the information that I have known
for years and if I am wrong I will correct it in the future. Unfortunately, I
could not take the conversation any further, with out admitting to her that I'm
a liar and led my self to the door, in order to conclude the conversation. Once again we sincerely apologize for any inconvenience,
misinformation and frustration this may have caused [redacted]. It seems to me that
she believes that we have been telling her from the start that she had to buy
the vehicle from us, for our personal gain. This could not be further from the
truth, we have been doing it this way to avoid any major issues, that we have
had in the past, however I completely understand that a consumer could take it
that way. In the last two days I have voiced my concerns with
Nissan Motor Acceptance regarding this matter. I have reached out to our Senior
District Manager. He a agrees that this has had an ongoing problem with him
also. It seems that depending on the Credit Union, there has been the exact
same problem that has been occurring a couple times a year with him and they
are very difficult to resolve. I have asked him to attain or me a defined
written policy from Nissan regarding lease buyouts, he mentioned to me that he
could not access one, but is just as concerned as me one should be but in place
for dealers to have for customer review. This will hopefully avoid this from
happening again. In conclusion, as the highest rated Nissan dealer in the
Capital District for over five years and an A rated Revdex.com
member we take our customers satisfaction very seriously. We are saddened by
the chain of events with [redacted]'s dissatisfaction that she has had with us.
That being said. Lia Nissan would like to reimburse [redacted] any expenses that
she may have incurred due to this matter such as FedEx charges, if any. I would
also like to give her a $100 lia gift card that she can use for future service
on her vehicle. We will also implement policy changes, one being to get clearly
defined options for customers buying out there lease, and make sure that all of
our OneToOne card holders are better informed, at issuing of the cards, that
lease buyouts are not eligible for the $250 credit. Sincerely,
[redacted] General Manager
On December 17,2014 we inspected Mr. [redacted] 2005 Toyota Tacoma per Toyota's Limited Service Campaign technical instructions and found no frame perforation. The frame was then treated as per the Toyota's technical instructions. Any further concerns should be directed to Toyota Motor...
Sales USA Customer Relations Department, phone # [redacted]. Thank you.
We
certainly will honor the scheduled oil changes and rotates for Mr.
[redacted]. He will need to schedule his first oil change w/ [redacted], our Honda service manager so he can get the proper notes in the...
Mr. Snyder: August 12, 2015Please find enclosed documentation that you requested concerning the power door lock issues I'm having with the 2008 Chevy 1500 truck recently purchased from your dealership. The estimate is from Bowser GMC. Buick, for a total cost of $270.12. including tax. The service consultant is [redacted] accept your offer of $150.00 to help offset the total cost of fixing the door lock issue, even though I feel you should have reimbursed me for the total cost. However, this whole issue could have been handled better. The door problem was a existing problem that was present when I bought the truck. Does the fact that I did not notice it till I reached Pittsburgh mate a difference? I was told before flying up to NY that the truck was inspected and everything worked. That was your people telling me that! Compounding the problem was that no one associated with your dealership offered me any type of solution. You are incorrect to state that Mr. Forant asked for documentation, he did not. I only spoke to him once, a call that I made, he said he was unaware of the issue, even though it was stated to me that he was informed, because he was the one authorized to make a decision. He told me he would look into it, and get back to me later that day. I never heard from him again or anyone else at your dealership. Before contacting Mr. Forant. I made numerous calls and texts, all I got back was that they were looking into it. I finally gave up and contacted Revdex.com. Only then did I get a response from your dealership. The experience dealing with your dealership started positively but unfortunately has ended on a sour note. You should know in today's climate, it's not only about making the sale, but the service after. [redacted] cc:Revdex.com (ID [redacted])
Before sending your complaint to the business, we need you to provide some additional information. Please respond to the following points:Please add the additional information here. Did you leave the signed paperwork with Lia while waiting on your answer with the credit union? I did leave...
the paperwork with the dealership (4/7/15), because at the time I didn't realize that they had lied to me. It wasn't until the next day when I went to my credit union to give them the paperwork that they told me the situation didn't seem up to par and to contact the Nissan corporation immediately (which I did). When I contacted Nissan Motor Acceptance Corporation (NMAC) about the situation they told me that I could purchase my vehicle through my credit union, that I did not have to go through the dealership. NMAC then placed me on hold and contacted the dealership to see exactly what paperwork they had me sign and where I was in the process. They spoke with [redacted], the Finance Manager, who told them that he didn't even think we were that far into the transaction and put NMAC on hold to find the paperwork. That is when the GM, [redacted], picked up the phone and started speaking with NMAC and then I was conferenced in on the conversation. [redacted] argued with the NMAC representative about the lease buyout process, but then agreed to allow me to hold off on the transaction so that I could contact my credit union. He told me that if my credit union had no problem with buying my lease out through the corporation then he would rather have me go through the bank because it would make the customer happier.On April 9th, I went to my credit union to verify what NMAC told me and to be sure that no problems would arise from me excluding the dealership from the process. They told me that they do vehicle transactions all the time and that there would be no problem. I spoke with NMAC while at the bank, finalized the actual purchase amount and where the check needed to be sent. On April 10th I contacted NMAC see what I had to do about the paperwork that I signed and if they should be the ones to contact the dealer about me picking up the voided original paperwork. This is when I was informed that the dealer had already processed the paperwork and paid off my lease buyout. NMAC then contacted the dealership immediately, asked for the transaction to be reversed, and to allow me to pick up the paperwork that day. When I arrived to the dealership, Mr. [redacted] was less than helpful. He would only give me back the original transaction paper, but refused to give me the original Vehicle Return Receipt and Odometer Statement. This conversation took place at the front desk in front of other customers as he was rude to me, telling me that I was wrong, that I'll be sorry and be coming back for his help. He also multiple times tried to walk away from me as I was talking to him and then at one point held open the front door and tried to usher me out of the building. What exactly is it you want from the business? Do you want your financing through your credit union, and not in Lia's finance dept? What is it that you are seeking? I already am financing through my credit union and have been dealing with NMAC now in trying to sort out this situation (which has led to another complaint that I have filed with Revdex.com). I'm not quite sure what the business can do at this point. If there is a way that they can be in contact with NMAC to fix the previous transaction (because it is still on my account, which is hindering me from purchasing it through my credit union) that would be great. Although again I'm not sure if the situation now can be rectified with their involvement. Overall I wanted the Revdex.com to know that Lia Nissan is lying to their customers about NYS law to make a profit. Thank you for your time, [redacted]
The customer purchased a used car from our dealership on 11-7-13. She came into the dealership on 12-19-13 with a failed starter, which we replaced at no charge. Four months later, she returned with the check engine light on. The car was no longer under warranty. She was offered a substantial...
discount but wasn’t able to financially replace the starter. One week later, she returned because the car wouldn’t start and we confirmed that the battery was completely sulfated. This was replaced at no charge to her. During this visit, the service manager warned her that she was over heating the starter, to keep an eye on it and let him know if there were any problems. One week later, she returned and the starter was replaced at no charge to her.
Her car needed a new starter and a new battery, both which were replaced at no charge to her. She was only charged $52.64 for labor.
Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
In regards to the business response...if I "purchased" the vehicle as they state in the beginning of their response then for what reason did I need to have my credit run with 7/8 additional banking/financial institutions?
They contradict themselves in their response because I either purchased a vehicle or did not purchase a vehicle. I did not! They never returned any of my calls and to date I am still receiving denial letters from the many places they ran my credit.
I informed them I did not want my credit run with various banks and if they could not get me approved through Chrysler Credit alone, I would keep my vehicle I already had.
I want them to call and or send letters to all the various financial institutions informing them I did not request financing with them. And my last name is [redacted]...not [redacted] as their response spelled it.
Thank you for your quick response to my situation.
Margaret [redacted]
[redacted] did lease a
vehicle from Lia Hyundai in Enfield in May in 2015 before I was hired by Lia
Hyundai. He called me in June because he had received a statement from Hyundai
about his lease return and he had a balance of $3499 on his...
lease and he wanted
to know why he would be responsible for the balance. I looked up the deal and
found that we agreed to make all payments left on his lease in the total of
about $3000 and also agreed to pay half the mileage of the lease off. I spoke
to Mr. [redacted] after gathering all the information and went over everything I
discovered. I told him that it looked like we had already sent a check for the
$3000 and that we were in the process of sending a check for half of the over
mileage of $128 and some change. Mr. [redacted] agreed that was correct and wanted
to know why the additional money was outstanding. I told him I would contact
Hyundai Finance for him and find out but that we were fulfilling our
obligation. He agreed at that point and ended the call with the idea that I
would get back to him. I called Hyundai Finance and they said that the
discrepancy could be taxes. I called Mr. [redacted] again and explained that the
difference in what he owed could be additional taxes and I explained that we
would not be responsible for any additional payments. He asked if I could call
Hyundai Finance again an get a breakdown of the fees and taxes. I told him I
couldn’t promise anything and that I would try to get back to him but he would
have to do some investigation on his own. Again he agreed and never brought up
any issue in us paying half the over mileage and him paying half the over mileage.
About a month later in late July he contacted me again. This time he claimed
that Hyundai had received both of our checks and that there was still a balance
on his account. I explained that it was most likely the over mileage that he
was responsible for. He then said that he was not responsible for the over
mileage, that we were supposed to pay ALL of the over mileage and he was
putting extra payments on his lease. I told Mr. [redacted] that this had not ever
been part of the conversation we have had previously but I would look again to
see if there was any other documentation in the paperwork for his deal. There
was no additional information in any of the paperwork so I contacted Mr.
[redacted] again and let him know that we would not be responsible for the other
half of the over mileage. He was not satisfied and said he was going to contact
someone else. I explained that we had done all we could to help him and gone
above and beyond to try to resolve his issue because customer service is
important to us but there was just nothing else I could help him with. I don’t
think Mr. [redacted] is owed anything according to all the records and paperwork
that he signed. If he had been owed any money at all we would have gladly paid
what we promised. Thank you Dominick F[redacted] General Manager Lia Hyundai
Ms. [redacted] brought her vehicle back in for us to diagnose her concern, we did
verify the cat convertor in fact needed to be replaced and was completed at no
charge to her, we also provided a rental vehicle for her...
convenience. Two
members of our Service Department test drove the vehicle to verify repairs for
a distance of 41 miles. The vehicle was returned to the customer on August 26,
2015.
Please
feel free to contact me should you have any questions. Thank
you, Tom
M[redacted] Service
Manager
Lia
Nissan Schenectady NY
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 pending I receive the promised reimbursement. Regards, [redacted]
We apologize for the
miscommunication regarding the refund check. It has been mailed. If
Ms. [redacted] does not receive in a timely manner please have her contact me
directly.Michael A. C[redacted]ControllerLia Group, Inc.[redacted]
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
On feb 12 I spoke to [redacted]. He informed us of the rail problem and the process. we went away for 3 wks. on Mar12 We called Lia and at that time the said the were working on fixing the rails which they were unable to do.On Mar. 24 we went to Lia and we told them if they couldn't fix it to please send it to some who can fix it. March 26 we were told it was fixed. we are well aware of the difficulty of getting parts. We don't believe it should take 4 to 5 weeks to address the frame problem and order additional parts which is now taking another 2 to 3 weeks. That tells us that nothing was done for 4 wks, which is unacceptable from such a high profile "collision experts." We request compensation.
Regards, [redacted]
I spoke with [redacted] and he stated the issue is resolved given that [redacted], the manager, agreed to provide service for the vehicle for the remainder of the lease and they threw in the truck bed liner. The vehicle "was" and "is" not equipped with the correct Uconnect version that the salesman sold me, as I had that with my trade in truck. It is not the Uconnect version the salesman sold me. But I do consider this now resolved.
Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.Let me respond to each of the points brought up by Ms. [redacted]:1.) I did not want the tire patched due to the advice of another Lia Toyota (the one located in Northampton, Massachusetts). Attached is a record of the advice given by this dealership. Note that the service department explicitly wrote "There is a tire plug that is leaking, it is close to the sidewall and should not be repaired NEEDS NEW TIRE"2.) The option of paying for a tire myself and having the labor cost waived was not even presented to me as an option. The excuse of "helping with the cost" by offering the cheapest possible tire is not only silly but also disrespectful.3.) I did agree to the 50% split in the cost, but at no point did I suggest that this agreement was the end of my complaint. I needed the tire replaced, and was following the advice of the Northampton dealership by not agreeing to have the tire patched. I never even hinted that this meant that the issue was "resolved", and in fact even commented that I would "deal with the issue of the cost after the tire is replaced." I do not feel that I received great or even acceptable customer service. With a falsely advertised vehicle, outwardly rude and cursing service managers, and multiple attempts to break the verbal contract which I had agreed to, I think this interaction would qualify as "horrible customer service" and likely even illegal behavior by falsely advertising a vehicle. While Ms. [redacted] may have "no reason to believe the vehicle was sold with a plug in the tire", I can assure you that absolutely no modifications were made to this tire since the time of purchase. This seems like a very easy excuse for falsely advertising a vehicle and not conducting a proper inspection prior to sale. Under the "tires & suspension" system section of the webpage for the 160 Point Inspection for Toyota Certified Used Vehicles (http://www.toyotacertified.com/inspection.html) the very 1st point listed is "Inspect tires for defects, damage, and inflation." This point was either missed completely, not properly checked, or blatantly disregarded before the sale of this vehicle.Anyone who has ever had a plug in their tire knows that it may be a temporary solution, and may even last many months, but that it is by no means a permanent solution. It is unfortunate that the plug did not start leaking right after the vehicle was purchased, but that does not excuse the fact that the plug was there, either purposefully or accidentally, when it was sold.I do not mean to be a burden on this dealership or the Revdex.com, but I do not feel that this resolution was "fair" to me, the customer. If a dealership can blatantly disregard their own advertised procedure, then refuse to resolve it when they are caught, there is no limit to the misconduct that dealerships such as this one can get away with. I refuse to accept these short and inadequate responses from the dealership as a "resolution" to this borderline illegal activity.[redacted]
We would like to offer our apologies for the delay in refunding the customer what was owed to him and would like to offer a $100 gift card to our dealership for his future service needs. The check that was mailed to the customer on 5/4/17 to their Florida address was for $1,296. This was the full amount credited by the warranty underwriter with a cancellation date of 2/6/17. This was the date requested by the customer and consistent with the paperwork that they provided as proof of sale of the vehicle. Regards, Ben [redacted]General Manager
To Whom It May Concern:
It clearly states in the disclaimer on direct mailer (attached), that
0% financing is avail on SELECT MODELS and must have approved credit.Sincerely,
"">[redacted]General ManagerLia Chrysler Jeep Dodge RamCentral Ave.Schenectady, NY
Please
see attached. [redacted] and the customer worked out an amicable
agreement.
Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. I don't agree. I have pictures of the car and doesn't have a torn bumber the dent and scratches you can't even see and why no one had answers for me when I called numerous time it took for me to report that his to Revdex.com for them to respond.
Regards, [redacted]
Mrs.
[redacted] came into the dealership with her boyfriend specifically asking for a
brand new white Hyundai genesis coupe. She stated that they had been to a
few different Hyundai dealers and none of them had a white Genesis coupe.
We...
happened to have the car she was looking for. She was very excited as
well as her boyfriend. They test drove the vehicle and absolutely loved
it. We worked out the numbers and both [redacted] and her boyfriend agreed to
deal and took delivery of the vehicle. Our finance department is trained
to clearly go over all the paperwork that is required when finalizing a lease
or purchase as well as answer any questions regarding the contract. Mrs.
[redacted] signed all the documents and left extremely happy. She returned a
few days later wanting to meet with myself the General Manager because she
wanted to return the car due the “the color of the seats.” She also stated that
another dealer had called her and said she could get the same car there for a
few dollars less and now they had the vehicle in stock. I took time
to kindly explain to Mrs. [redacted] and her boyfriend that you can’t just return
a vehicle and I went over her options in trading the car in. Her
boyfriend was very understanding, unfortunately Mrs. [redacted] was not. At
this time she started to state how she is a “collage educated woman” multiple
times and started to demand that I take back the car and refund her
money. She started to use vulgar language and after asking her to calm
down she would not, this is when I asked her to leave the store because she
continued with the profanities. I would be more than glad to re
explain this information to Mrs. [redacted] but as a dealership we will not
tolerate vulgar language or disrespect in any manner.
In response to a complaint sent to your office and review the customers concern, Ms. [redacted] purchased a 2009 Buick Enclave from Lia Chrysler Jeep Dodge Ram on December 6th 2014. At the time of the sale she purchased an extended warranty with Chrysler FCA. The contract is a Used Added Care warranty....
On January 13, 2016 Ms. [redacted] came into our service department with a concern of a check engine light being on, we advised her the process in diagnosing the concern and quoted her a diagnostic charge of $51.50 plus tax. Our technician diagnosed the concern to be caused by the catalytic converter below threshold. Upon diagnosis we contacted the warranty via Dealer Connect to verify if the repairs would be covered by the extended warranty, unfortunately the repairs were not covered. We advised her of the repairs and suggested to contact General Motors to see if their were any extensions of the emission warranty with GM. She contacted a local General Motors dealer and was informed that their was no extension of the emission warranty. We then quoted Ms. [redacted] the cost of the repairs and she declined to have the repairs completed. Please feel free to contact my with any questions regarding this complaint. Sincerely, Jim [redacted] Service manager Lia Chrysler Jeep Dodge Ram [redacted]
In regards to the complaint filed by [redacted] to
your organization. We certainly apologize for any inconvenience or frustration
we may have caused [redacted], however looking into the situation thoroughly we
believe that the procedures that took place were in line with the information
that Nissan Motor Acceptance Corporation has provided us over many years. Here
are the series of events that took place at Lia Nissan. When [redacted] arrived at the Dealership on April 8th, she
asked to speak to [redacted], our Business Manager. She has stated that
she spoke to [redacted] over the phone regarding buying out her lease and would like
to come in to finalize the transaction and look into financing options. This is
a very common occurrence at the dealership, that we handle approximately fifty
times per year. When sitting down with [redacted], she asked what the interest rate
would be for the loan, she stated that her Credit Union was offering her under
1.99%. [redacted]'s response was that, unfortunately on a 2012 vehicle our rate
would be slightly higher than that. [redacted] stated that she would like to
finance with her Credit Union, this also is a common occurrence and no problem.
At that time [redacted] informed her of the process that that takes place when a
customer comes into a Nissan dealership to buy out a lease return. That process
is to have the Dealership electronically grounds the vehicle with Nissan. This
allows the Dealership to then purchase the vehicle from Nissan Motor
Acceptance. The purchase price to the dealership is the stated residual value
on the customers original contract plus a $75 dealers buyers fee that we are responsible
for. After the vehicle is grounded and purchased by the dealership we are
billed electronically by Nissan. After that occurs we sell the vehicle back to
the customer for a price of $300 higher than the residual value. The $300
purchase option fee is clearly is stated on the back of the original lease
contract, witch I have attached. At that point [redacted] states that [redacted] was not
happy with having to pay the $300 fee stated in her contract. She then then
requested to use her One To One rewards card program, which we offer to our
returning customers a $250 discount off the price of a new or used vehicle
purchase. [redacted] advised [redacted] that we unfortunately exclude lease buyouts from
this promotional program. The reason for this exclusion is obvious, we have to
pay the $75 fee to purchase the vehicle from Nissan and when crediting the
customer $250, this would effectively have us loosing money providing this
service. Please keep in mind the New York State Department of Motor Vehicles
also recognizes a lease buy out as a different type of sale other than a new or
used car purchase. There is no inspection or warranties required by the dealer,
due to the fact they are essentially buying out there own vehicle. From what I
have been told [redacted] was very upset at that time and demanded to speak to
higher level manager. I was off that day and [redacted] directed her to [redacted],
one of our Sales Managers. [redacted] basically restated the same things that [redacted]
did. I have been told that she was extremely persistent and demanding that the
credit be issued, however she agreed to go along with the procedure that we
have done hundreds of times with other customers, over the ten past years. At that time, with her agreement, [redacted] grounded the
vehicle, I have the attached the signed agreement. Then [redacted] purchased it from
Nissan electronically, gave [redacted] a purchase agreement for her to take to her
Credit Union to attain the funds and scheduled the final transaction or the
following day. On the following day, April 9th. I received a call from
Nissan, the customer asked if [redacted] could get on the line in conference, I
agreed. The representative let me know that Nissan could compete the sale
directly through them. I disagreed with the individual. the reason for this, is
that I have been told many times and also many customers tell me that when they
call Nissan to buy out there lease, they instruct the customer to go to a
Nissan Dealer only to complete the transaction. I also mentioned to the
representative when a customer sends a check directly to Nissan for payment,
that they send it back and direct the customer to the Dealer. She agreed that,
that was the case, however she stated that if a lending institution sends the
check they, will accept payment. My main concern with the representative is
that, I had a situation a couple of years ago that a different local Credit
Union sent a check for a customer and Nissan sent the title and bill of sale in
the name of the Credit Union. The problem was that this Credit Union was not a
Licensed NYS auto dealer and could not transfer ownership to the customer. When
the customer went to DMV to get the title issued and NYS wanted the tax to be
paid on the purchase price, however the Credit Union paid the tax directly to
Nissan, which would effectively mean the tax would have to be paid twice. I
asked the representative if the title and bill of sale would be made out to the
Credit Union, she said yes. I respectively argued, that I believe there will be
a major problem, similar to the other customer. It took me over a month to
assist the Credit Union with getting it resolved with Nissan and NYS DMV.
Keeping in mind the customer never came to us to buy out there lease, I just
volunteered my help. After being told that that was the direction that they
were going to go with, told them that I would have to get in touch with the
other department at Nissan and reverse the sale because we have already
purchased the vehicle from them. I then gave [redacted] my cell number and said
that if she did have any problems to give a call and I would do my best to
help. The following day another person from Nissan gave me call
and let me know that they received a check from the Credit Union but the
vehicle was already paid off by us. I informed them that the payment was in
process of being reversed and would FedEx back the title, that was already in
route to us, which we did. Later that day [redacted] came into the Dealership to
obtain her original copies. I greeted her at the door with her documents. After
handing them to her, she handed each one back to me for me to write void on
them and I did, then she handed them back to me to have me date them and I did.
I told her that I still believe that there will be a problem with the
registration and titling, but if there was, I would still be willing to help.
She continued to ask me why we lied to her. I could not answer that question
knowing that I did not lie, I only gave her the information that I have known
for years and if I am wrong I will correct it in the future. Unfortunately, I
could not take the conversation any further, with out admitting to her that I'm
a liar and led my self to the door, in order to conclude the conversation. Once again we sincerely apologize for any inconvenience,
misinformation and frustration this may have caused [redacted]. It seems to me that
she believes that we have been telling her from the start that she had to buy
the vehicle from us, for our personal gain. This could not be further from the
truth, we have been doing it this way to avoid any major issues, that we have
had in the past, however I completely understand that a consumer could take it
that way. In the last two days I have voiced my concerns with
Nissan Motor Acceptance regarding this matter. I have reached out to our Senior
District Manager. He a agrees that this has had an ongoing problem with him
also. It seems that depending on the Credit Union, there has been the exact
same problem that has been occurring a couple times a year with him and they
are very difficult to resolve. I have asked him to attain or me a defined
written policy from Nissan regarding lease buyouts, he mentioned to me that he
could not access one, but is just as concerned as me one should be but in place
for dealers to have for customer review. This will hopefully avoid this from
happening again. In conclusion, as the highest rated Nissan dealer in the
Capital District for over five years and an A rated Revdex.com
member we take our customers satisfaction very seriously. We are saddened by
the chain of events with [redacted]'s dissatisfaction that she has had with us.
That being said. Lia Nissan would like to reimburse [redacted] any expenses that
she may have incurred due to this matter such as FedEx charges, if any. I would
also like to give her a $100 lia gift card that she can use for future service
on her vehicle. We will also implement policy changes, one being to get clearly
defined options for customers buying out there lease, and make sure that all of
our OneToOne card holders are better informed, at issuing of the cards, that
lease buyouts are not eligible for the $250 credit. Sincerely,
[redacted] General Manager
On December 17,2014 we inspected Mr. [redacted] 2005 Toyota Tacoma per Toyota's Limited Service Campaign technical instructions and found no frame perforation. The frame was then treated as per the Toyota's technical instructions. Any further concerns should be directed to Toyota Motor...
Sales USA Customer Relations Department, phone # [redacted]. Thank you.
We
certainly will honor the scheduled oil changes and rotates for Mr.
[redacted]. He will need to schedule his first oil change w/ [redacted], our Honda service manager so he can get the proper notes in the...
system. Michael A. C[redacted]Controller
Mr. Snyder: August 12, 2015Please find enclosed documentation that you requested concerning the power door lock issues I'm having with the 2008 Chevy 1500 truck recently purchased from your dealership. The estimate is from Bowser GMC. Buick, for a total cost of $270.12. including tax. The service consultant is [redacted] accept your offer of $150.00 to help offset the total cost of fixing the door lock issue, even though I feel you should have reimbursed me for the total cost. However, this whole issue could have been handled better. The door problem was a existing problem that was present when I bought the truck. Does the fact that I did not notice it till I reached Pittsburgh mate a difference? I was told before flying up to NY that the truck was inspected and everything worked. That was your people telling me that! Compounding the problem was that no one associated with your dealership offered me any type of solution. You are incorrect to state that Mr. Forant asked for documentation, he did not. I only spoke to him once, a call that I made, he said he was unaware of the issue, even though it was stated to me that he was informed, because he was the one authorized to make a decision. He told me he would look into it, and get back to me later that day. I never heard from him again or anyone else at your dealership. Before contacting Mr. Forant. I made numerous calls and texts, all I got back was that they were looking into it. I finally gave up and contacted Revdex.com. Only then did I get a response from your dealership. The experience dealing with your dealership started positively but unfortunately has ended on a sour note. You should know in today's climate, it's not only about making the sale, but the service after. [redacted] cc:Revdex.com (ID [redacted])
Before sending your complaint to the business, we need you to provide some additional information. Please respond to the following points:Please add the additional information here. Did you leave the signed paperwork with Lia while waiting on your answer with the credit union? I did leave...
the paperwork with the dealership (4/7/15), because at the time I didn't realize that they had lied to me. It wasn't until the next day when I went to my credit union to give them the paperwork that they told me the situation didn't seem up to par and to contact the Nissan corporation immediately (which I did). When I contacted Nissan Motor Acceptance Corporation (NMAC) about the situation they told me that I could purchase my vehicle through my credit union, that I did not have to go through the dealership. NMAC then placed me on hold and contacted the dealership to see exactly what paperwork they had me sign and where I was in the process. They spoke with [redacted], the Finance Manager, who told them that he didn't even think we were that far into the transaction and put NMAC on hold to find the paperwork. That is when the GM, [redacted], picked up the phone and started speaking with NMAC and then I was conferenced in on the conversation. [redacted] argued with the NMAC representative about the lease buyout process, but then agreed to allow me to hold off on the transaction so that I could contact my credit union. He told me that if my credit union had no problem with buying my lease out through the corporation then he would rather have me go through the bank because it would make the customer happier.On April 9th, I went to my credit union to verify what NMAC told me and to be sure that no problems would arise from me excluding the dealership from the process. They told me that they do vehicle transactions all the time and that there would be no problem. I spoke with NMAC while at the bank, finalized the actual purchase amount and where the check needed to be sent. On April 10th I contacted NMAC see what I had to do about the paperwork that I signed and if they should be the ones to contact the dealer about me picking up the voided original paperwork. This is when I was informed that the dealer had already processed the paperwork and paid off my lease buyout. NMAC then contacted the dealership immediately, asked for the transaction to be reversed, and to allow me to pick up the paperwork that day. When I arrived to the dealership, Mr. [redacted] was less than helpful. He would only give me back the original transaction paper, but refused to give me the original Vehicle Return Receipt and Odometer Statement. This conversation took place at the front desk in front of other customers as he was rude to me, telling me that I was wrong, that I'll be sorry and be coming back for his help. He also multiple times tried to walk away from me as I was talking to him and then at one point held open the front door and tried to usher me out of the building. What exactly is it you want from the business? Do you want your financing through your credit union, and not in Lia's finance dept? What is it that you are seeking? I already am financing through my credit union and have been dealing with NMAC now in trying to sort out this situation (which has led to another complaint that I have filed with Revdex.com). I'm not quite sure what the business can do at this point. If there is a way that they can be in contact with NMAC to fix the previous transaction (because it is still on my account, which is hindering me from purchasing it through my credit union) that would be great. Although again I'm not sure if the situation now can be rectified with their involvement. Overall I wanted the Revdex.com to know that Lia Nissan is lying to their customers about NYS law to make a profit. Thank you for your time, [redacted]
The customer purchased a used car from our dealership on 11-7-13. She came into the dealership on 12-19-13 with a failed starter, which we replaced at no charge. Four months later, she returned with the check engine light on. The car was no longer under warranty. She was offered a substantial...
discount but wasn’t able to financially replace the starter. One week later, she returned because the car wouldn’t start and we confirmed that the battery was completely sulfated. This was replaced at no charge to her. During this visit, the service manager warned her that she was over heating the starter, to keep an eye on it and let him know if there were any problems. One week later, she returned and the starter was replaced at no charge to her.
Her car needed a new starter and a new battery, both which were replaced at no charge to her. She was only charged $52.64 for labor.
Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
In regards to the business response...if I "purchased" the vehicle as they state in the beginning of their response then for what reason did I need to have my credit run with 7/8 additional banking/financial institutions?
They contradict themselves in their response because I either purchased a vehicle or did not purchase a vehicle. I did not! They never returned any of my calls and to date I am still receiving denial letters from the many places they ran my credit.
I informed them I did not want my credit run with various banks and if they could not get me approved through Chrysler Credit alone, I would keep my vehicle I already had.
I want them to call and or send letters to all the various financial institutions informing them I did not request financing with them. And my last name is [redacted]...not [redacted] as their response spelled it.
Thank you for your quick response to my situation.
Margaret [redacted]
[redacted] did lease a
vehicle from Lia Hyundai in Enfield in May in 2015 before I was hired by Lia
Hyundai. He called me in June because he had received a statement from Hyundai
about his lease return and he had a balance of $3499 on his...
lease and he wanted
to know why he would be responsible for the balance. I looked up the deal and
found that we agreed to make all payments left on his lease in the total of
about $3000 and also agreed to pay half the mileage of the lease off. I spoke
to Mr. [redacted] after gathering all the information and went over everything I
discovered. I told him that it looked like we had already sent a check for the
$3000 and that we were in the process of sending a check for half of the over
mileage of $128 and some change. Mr. [redacted] agreed that was correct and wanted
to know why the additional money was outstanding. I told him I would contact
Hyundai Finance for him and find out but that we were fulfilling our
obligation. He agreed at that point and ended the call with the idea that I
would get back to him. I called Hyundai Finance and they said that the
discrepancy could be taxes. I called Mr. [redacted] again and explained that the
difference in what he owed could be additional taxes and I explained that we
would not be responsible for any additional payments. He asked if I could call
Hyundai Finance again an get a breakdown of the fees and taxes. I told him I
couldn’t promise anything and that I would try to get back to him but he would
have to do some investigation on his own. Again he agreed and never brought up
any issue in us paying half the over mileage and him paying half the over mileage.
About a month later in late July he contacted me again. This time he claimed
that Hyundai had received both of our checks and that there was still a balance
on his account. I explained that it was most likely the over mileage that he
was responsible for. He then said that he was not responsible for the over
mileage, that we were supposed to pay ALL of the over mileage and he was
putting extra payments on his lease. I told Mr. [redacted] that this had not ever
been part of the conversation we have had previously but I would look again to
see if there was any other documentation in the paperwork for his deal. There
was no additional information in any of the paperwork so I contacted Mr.
[redacted] again and let him know that we would not be responsible for the other
half of the over mileage. He was not satisfied and said he was going to contact
someone else. I explained that we had done all we could to help him and gone
above and beyond to try to resolve his issue because customer service is
important to us but there was just nothing else I could help him with. I don’t
think Mr. [redacted] is owed anything according to all the records and paperwork
that he signed. If he had been owed any money at all we would have gladly paid
what we promised. Thank you Dominick F[redacted] General Manager Lia Hyundai
Ms. [redacted] brought her vehicle back in for us to diagnose her concern, we did
verify the cat convertor in fact needed to be replaced and was completed at no
charge to her, we also provided a rental vehicle for her...
convenience. Two
members of our Service Department test drove the vehicle to verify repairs for
a distance of 41 miles. The vehicle was returned to the customer on August 26,
2015.
Please
feel free to contact me should you have any questions. Thank
you, Tom
M[redacted] Service
Manager
Lia
Nissan Schenectady NY
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 pending I receive the promised reimbursement. Regards, [redacted]
We apologize for the
miscommunication regarding the refund check. It has been mailed. If
Ms. [redacted] does not receive in a timely manner please have her contact me
directly.Michael A. C[redacted]ControllerLia Group, Inc.[redacted]
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
On feb 12 I spoke to [redacted]. He informed us of the rail problem and the process. we went away for 3 wks. on Mar12 We called Lia and at that time the said the were working on fixing the rails which they were unable to do.On Mar. 24 we went to Lia and we told them if they couldn't fix it to please send it to some who can fix it. March 26 we were told it was fixed. we are well aware of the difficulty of getting parts. We don't believe it should take 4 to 5 weeks to address the frame problem and order additional parts which is now taking another 2 to 3 weeks. That tells us that nothing was done for 4 wks, which is unacceptable from such a high profile "collision experts." We request compensation.
Regards, [redacted]
I spoke with [redacted] and he stated the issue is resolved given that [redacted], the manager, agreed to provide service for the vehicle for the remainder of the lease and they threw in the truck bed liner. The vehicle "was" and "is" not equipped with the correct Uconnect version that the salesman sold me, as I had that with my trade in truck. It is not the Uconnect version the salesman sold me. But I do consider this now resolved.
Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.Let me respond to each of the points brought up by Ms. [redacted]:1.) I did not want the tire patched due to the advice of another Lia Toyota (the one located in Northampton, Massachusetts). Attached is a record of the advice given by this dealership. Note that the service department explicitly wrote "There is a tire plug that is leaking, it is close to the sidewall and should not be repaired NEEDS NEW TIRE"2.) The option of paying for a tire myself and having the labor cost waived was not even presented to me as an option. The excuse of "helping with the cost" by offering the cheapest possible tire is not only silly but also disrespectful.3.) I did agree to the 50% split in the cost, but at no point did I suggest that this agreement was the end of my complaint. I needed the tire replaced, and was following the advice of the Northampton dealership by not agreeing to have the tire patched. I never even hinted that this meant that the issue was "resolved", and in fact even commented that I would "deal with the issue of the cost after the tire is replaced." I do not feel that I received great or even acceptable customer service. With a falsely advertised vehicle, outwardly rude and cursing service managers, and multiple attempts to break the verbal contract which I had agreed to, I think this interaction would qualify as "horrible customer service" and likely even illegal behavior by falsely advertising a vehicle. While Ms. [redacted] may have "no reason to believe the vehicle was sold with a plug in the tire", I can assure you that absolutely no modifications were made to this tire since the time of purchase. This seems like a very easy excuse for falsely advertising a vehicle and not conducting a proper inspection prior to sale. Under the "tires & suspension" system section of the webpage for the 160 Point Inspection for Toyota Certified Used Vehicles (http://www.toyotacertified.com/inspection.html) the very 1st point listed is "Inspect tires for defects, damage, and inflation." This point was either missed completely, not properly checked, or blatantly disregarded before the sale of this vehicle.Anyone who has ever had a plug in their tire knows that it may be a temporary solution, and may even last many months, but that it is by no means a permanent solution. It is unfortunate that the plug did not start leaking right after the vehicle was purchased, but that does not excuse the fact that the plug was there, either purposefully or accidentally, when it was sold.I do not mean to be a burden on this dealership or the Revdex.com, but I do not feel that this resolution was "fair" to me, the customer. If a dealership can blatantly disregard their own advertised procedure, then refuse to resolve it when they are caught, there is no limit to the misconduct that dealerships such as this one can get away with. I refuse to accept these short and inadequate responses from the dealership as a "resolution" to this borderline illegal activity.[redacted]
We would like to offer our apologies for the delay in refunding the customer what was owed to him and would like to offer a $100 gift card to our dealership for his future service needs. The check that was mailed to the customer on 5/4/17 to their Florida address was for $1,296. This was the full amount credited by the warranty underwriter with a cancellation date of 2/6/17. This was the date requested by the customer and consistent with the paperwork that they provided as proof of sale of the vehicle. Regards, Ben [redacted]General Manager