The
maintenance plan for [redacted] was in fact included in her lease of the
vehicle but we failed to process the paperwork at the time of the sale.
We have contacted her to get her signature on the paperwork and we...
will
submit as soon as we do. We apologize for the inconvenience we have
put her through.
We
have offered Ms. [redacted] three separate options to try to rectify the
situation:
-Best
Buy at our...
cost
-Move
her up to the next model which includes XM and Navigation and participate $600
-$600
credit to purchase a satelite hookup at the store of her choice.
The
first two options were offered before the vehicle was registered so unwinding
the deal at this point is not an option.
[redacted]Controller Lia Group, Inc. P [redacted]
We are sorry but NYS DMV
states once a retail customer signs NYS DMV forms such as MV50 and the car
is picked up from the dealerships location the sale is final. So again we
offered her the 3 options prior to the car being registered.
So at this point our only offer
is the $600 credit to purchase satellite radio at a store of her convenience. [redacted] Controller Lia Group, Inc. P [redacted]
10/27/2016 Jim [redacted] Lia Nissan of [redacted] Revdex.com [redacted] I’m responding to the initial complaint filed by Mrs. [redacted], on which she states that when she purchased her...
2015 Nissan Rogue, she was promised a 5 year full maintenance package. With unlimited mileage. After reviewing the sales folder from her purchase I’ve come to the conclusion that Mrs. [redacted] isn’t correct. Mrs. [redacted] didn’t pay or purchase any maintenance package in reference. I did find documents that the dealership was running a promotion that if you purchased a New Nissan that your purchase would include a complimentary basic maintenance package for 3 years or 30,000 miles, which ever came first. I came across a “hand written” sales purchase order, indicating that her purchase included a 3year/30,000 mile maintenance package, as well as the Nissan Security Plus pre-paid maintenance agreement form, indicating that for 3 years or 30,000 miles, her basic maintenance would be complimentary. Mrs. [redacted] original signature is on the both of these legal documents and it seems that the customer copies are not in the folder, which leads me to believe that Mrs. [redacted] has them. Mrs. [redacted] has only been in our dealership to utilize these services only once since she has purchased her vehicle. She has had her vehicle since 12/01/2014. The mileage on the vehicle has exceeded over 30,000 miles and I’m surprised that she hasn’t used the complimentary services given. She assumed the coverage was for 5 years with unlimited mileage. Mrs. [redacted] was explained what services she had and that it was expired. The dealership out of goodwill authorized her current oil change at no charge. But also, informed her she must provide some documentation for any future complimentary maintenance. Upon review, I do not believe that Mrs. [redacted] was promised a complimentary 5 year, unlimited mileage maintenance package. She clearly signed and has documentation indication the services offered. Please let me know if there is any other information needed. Thank you, Jim [redacted] General Manager Lia Nissan of Enfield
The
MSRP listed for the vehicle Mr. [redacted] referenced in the online listing was
for a 2014 Kia Optima Hybrid LX with Convenience Package. The customer did not
pay for any missing features as the vehicle that was listed online with an
approximate MSRP of $27,985 and with a discounted listed price of $19,999. Were
a customer to price out a 2014 Kia Optima EX with the technology package they
would find an approximate MSRP of $35,475. The description of the vehicle was
in error, not the transaction price. Mr. [redacted] did not inquire about the
perceived missing options during his test drive, nor when he and his
wife came in to complete the transaction following day. I cannot
ascertain how Mr. [redacted] would not have inquired about nor have noticed
the options he feels were missing (leather seats vs cloth seats/panoramic
moonroof vs no moonroof/navigation system not present) prior to or during
delivery of the vehicle.
[redacted]
Lia Kia
d[redacted]@liacars.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. However, I do want to correct one statement made by Mr. S[redacted]. I only spoke to Mr. F[redacted] one time, and he said he would get back to me by the end of the day and "not blow me Off". He never returned that call. That's the reason I went to the Revdex.com. At no time during that conversation or with the salesman, any mention was made of providing documentation to them. I would have gladly provided it then and will do so at this time. Regards, [redacted]
Ms. [redacted] needs to contact [redacted] and make sure she is making her payments on time. She seems to have missed a couple payments which looks like the cause of the problem. We do not have a special contact at [redacted]. Our information comes from customer service just like hers. If she would like another number she can contact [redacted] Consumer Affairs and open a case at [redacted]
The first version of this reply was prematurely sent when I hit the ENTER button. Please disregard previous.May 17, 2017. 1209HRS.Response from [redacted] I accept the proposed solution, under two conditions:1.) Lia Honda forward the letter to my HOME address. They have this address on file. Do not send it to my PO Box.2.) Lia Honda forward the tracking number of the letter to [redacted] at the Upstate WNY Revdex.com.The response from Aaron [redacted], General Manager of Lia Honda is rife with inaccuracies. I feel that 6 months is an inordinate amount of time for Lia Honda to settle a complaint which began with their failure to fulfill the most basic obligations relative to customer service.My original complaint to the Revdex.com indicated that I’d be willing to accept payment sent by traceable, trackable means with the requirement that the tracking number be furnished and forwarded to the Revdex.com. By involving a neutral party, there will be no argument and no counter claim that the letter was undelivered, not picked up or otherwise “lost in the mail.” If Lia Honda is unwilling to forward the tracking number of the letter to the Revdex.com, then I believe that their “attempt to send another certified letter containing the requested $50 prepaid gas card” is merely another unfulfilled, empty promise.
Lia Hyundai of [redacted] has nothing to do with the gift cards once activated. Mr. [redacted] needs to contact [redacted] or [redacted] who provide the program. Dominick [redacted] General Manager Lia Hyundai [redacted]
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.That response is for over a year after I bought the car. My complaint was about the whole previous 6-9 months before when there was a denial that I even had a warranty at all. Did you notice the mileage on my vechile during January? There is no way that I could've driven my vehicle that long w/o needing service. I am disputing the fee for my warranty since I have had to pay out of pocket for services that should have been covered such as oil changes, tune ups and other services. I have reciepts as well. That is what the issue is about. Do NOT break my car and also tell me I don't have a service that I purchased and then talk to me like I'm a fool. Thanks! Regards,[redacted]
The customer complaint refers to the attached ads from
the Springfield Republican. One includes a banner guaranteeing the customer
$4000 towards their trade, the other is simply a bonus ad that includes a price
point for the 2015 Sonata SE. I believe that in his complaint Mark is referring
to is...
the wording about the trade in on the full page ad. The disclaimer
beneath the $4k for your trade banner says "includes all rebates to
dealer". The customer was under the assumption that he would receive both
the $4000 for his trade and all of the incentives. We did not try to mislead or
deceive the customer, we simply were trying to explain what the Ads were
stating and the intent. We would be happy to honor the Ad and give the customer
the very best deal possible. Thank you Dominick F[redacted] General Manager Lia Hyundai Enfield [redacted]
Lia Auto Group [redacted] [redacted]
Revdex.com Complaint – [redacted]
Cambria,serif;">ID#: [redacted] We did agree on a purchase price of $23500 less $500 for the College Grad program and $500 for Honda "Flex" cash. Honda "Flex" cash expired on the 4th of January. When Ms. [redacted] came to pick up her car on Friday January 1st the all-weather mats were on back order. We indicated she could take her car and we would give her a "we-owe and supply the mats the following day. This was unacceptable to Ms. [redacted], so she indicated she would come back the following day. She did not come back the following day. Between Saturday 2nd and Monday 4th the salesperson, Jorge [redacted], continually tried calling Ms. [redacted] and her father to no avail. The 4th of January came and went, having not heard from Ms. [redacted] we used the "Flex" cash (which is finite in amount and only can be used by January 4th) to another customer. Ms. [redacted] finally left a message for Jorge on Tuesday, the content of which still didn't indicate a date that they would want to pick the car. We finally were able to speak Ms. [redacted]'s father on Thursday the 7th of January at which time he indicated he wanted to pick up the car and we told him that the "Flex" cash was no longer available so his net cost would be $500 more. In most cases I would accommodate the customer and absorb the $500, this transaction however was negotiated so lean there was no more available room to make a viable transaction. That being said I did offer to mitigate the transaction where we would absorb $200. Ms. [redacted]'s father declined. There is no issue with refund of deposit we are just waiting for the check to clear. The buyers order indicated a delivery date of 01/01/2016. The customer was told the offer would expire by 01/04/2016. One might note that all of Honda's programs are date sensitive. Thank You. David [redacted] General Manager Brewster Honda [redacted]
[redacted]
[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. Everything that is written in response to my initial complaint is a bold faced lie from Lia Hyundai. I refuse to accept that response - and in fact the person writing the response was not even there during my conversation with Bill and the supposed manager of the facility. I was not loud. I was crying and admitted to being emotional. I was upset that they told me a specific car was there and I drove an hour and a half (one way) on my only day off in over a month just to have not even a sympathetic ear or an apology. I literally had to call the police to get the name of the manager. If I was acting in such a disrespectful manner I am pretty sure I would not have called to police, and once the police were there they would have at the very least scolded me. Instead, the police apologized that I had to even go through this experience to begin with and went inside the establishment to retrieve the name of the person who refused to give me his name as I was leaving. Regardless, the needs encounter needs to be addressed because I feel violated. The actions of the entire facility on that day was reprehensible and I will not back down from something when I am in the right. I have absolutely NOTHING to gain from taking time out of my life to ask for an apology. I already purchased and am driving my new Hyundai from a different dealer and am more than ecstatic about my purchase. Looks like people at Lia Hyundai need to take a little bit of time out for self-reflection.
Below is our e-mail correspondence. The first message is on the bottom...
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 was really looking for a straight forward response from the company and was disappointed that it needed to be done through the Revdex.com. This could have been resolved without the practice of avoiding my calls in an unprofessional manner.
Regards,
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint [redacted] and find that this resolution is satisfactory to me.
Regards,
[redacted]
April 8, 2017 Revdex.com [redacted] Dear [redacted], This message is in REF # [redacted], [redacted]. In response to Revdex.com complaint filed by Mrs. [redacted]. It’s come to our attention that Mrs. [redacted] is claiming that upon her purchase of a new lease, 2016 Nissan Rogue that she was not presented with any manufacture customer rebates. I am sending along with this response copies of several documents to prove that Mrs. [redacted] received and was properly disclosed all figures and available rebates towards her new lease in question. The first sheet, which is printed from Nissan, is a document that explains all available rebates and incentives that a customer specially qualifies for based upon their zip code and vehicle they are purchasing or leasing. In this case, the vehicle qualifies for a $1400.00 customer lease cash. The second document, which is a binding legal document signed by Mr. and Mrs. [redacted], disclosing in great detail all necessary charges and incentives used towards the purchase of the vehicle. There is no doubt in my mind that every customer is disclosed all customer rebates used in every purchase or lease. The rebate can’t be used by a dealer, and can only be utilized by the customer purchasing the vehicle. Therefore it would not be advantages for dealer not to offer it to a customer that qualifies for it. Upon review, with all the inconsistencies and false claims, as well as all the sign documentation, which are legal binding documents, I do not feel that Lia Nissan is responsible for any unpaid charges of over mileage. The customers were properly disclosed of all charges, rebates and liabilities. There are several legal documents supporting the dealerships stance, and copies were given to the customers on more than one occasion. Please let me know if there is anything else you need. Warm regards,
I
spoke with this customer and the warranty was cancelled three weeks ago. She
had a hard time getting through to our one finance manager. Ms. [redacted] is
satisfied with our efforts
sans-serif; font-size: 10pt;">Mike
L[redacted]
General Manager
Lia Honda of Northampton
[redacted]
The
maintenance plan for [redacted] was in fact included in her lease of the
vehicle but we failed to process the paperwork at the time of the sale.
We have contacted her to get her signature on the paperwork and we...
will
submit as soon as we do. We apologize for the inconvenience we have
put her through.
We
have offered Ms. [redacted] three separate options to try to rectify the
situation:
-Best
Buy at our...
cost
-Move
her up to the next model which includes XM and Navigation and participate $600
-$600
credit to purchase a satelite hookup at the store of her choice.
The
first two options were offered before the vehicle was registered so unwinding
the deal at this point is not an option.
[redacted]Controller Lia Group, Inc. P [redacted]
We are sorry but NYS DMV
states once a retail customer signs NYS DMV forms such as MV50 and the car
is picked up from the dealerships location the sale is final. So again we
offered her the 3 options prior to the car being registered.
So at this point our only offer
is the $600 credit to purchase satellite radio at a store of her convenience. [redacted] Controller Lia Group, Inc. P [redacted]
10/27/2016 Jim [redacted] Lia Nissan of [redacted] Revdex.com [redacted] I’m responding to the initial complaint filed by Mrs. [redacted], on which she states that when she purchased her...
2015 Nissan Rogue, she was promised a 5 year full maintenance package. With unlimited mileage. After reviewing the sales folder from her purchase I’ve come to the conclusion that Mrs. [redacted] isn’t correct. Mrs. [redacted] didn’t pay or purchase any maintenance package in reference. I did find documents that the dealership was running a promotion that if you purchased a New Nissan that your purchase would include a complimentary basic maintenance package for 3 years or 30,000 miles, which ever came first. I came across a “hand written” sales purchase order, indicating that her purchase included a 3year/30,000 mile maintenance package, as well as the Nissan Security Plus pre-paid maintenance agreement form, indicating that for 3 years or 30,000 miles, her basic maintenance would be complimentary. Mrs. [redacted] original signature is on the both of these legal documents and it seems that the customer copies are not in the folder, which leads me to believe that Mrs. [redacted] has them. Mrs. [redacted] has only been in our dealership to utilize these services only once since she has purchased her vehicle. She has had her vehicle since 12/01/2014. The mileage on the vehicle has exceeded over 30,000 miles and I’m surprised that she hasn’t used the complimentary services given. She assumed the coverage was for 5 years with unlimited mileage. Mrs. [redacted] was explained what services she had and that it was expired. The dealership out of goodwill authorized her current oil change at no charge. But also, informed her she must provide some documentation for any future complimentary maintenance. Upon review, I do not believe that Mrs. [redacted] was promised a complimentary 5 year, unlimited mileage maintenance package. She clearly signed and has documentation indication the services offered. Please let me know if there is any other information needed. Thank you, Jim [redacted] General Manager Lia Nissan of Enfield
I'm
sorry but the vehicle did not come with that option. If he would like we
can trade him out into that vehicle at the least cost possible.
The
MSRP listed for the vehicle Mr. [redacted] referenced in the online listing was
for a 2014 Kia Optima Hybrid LX with Convenience Package. The customer did not
pay for any missing features as the vehicle that was listed online with an
approximate MSRP of $27,985 and with a discounted listed price of $19,999. Were
a customer to price out a 2014 Kia Optima EX with the technology package they
would find an approximate MSRP of $35,475. The description of the vehicle was
in error, not the transaction price. Mr. [redacted] did not inquire about the
perceived missing options during his test drive, nor when he and his
wife came in to complete the transaction following day. I cannot
ascertain how Mr. [redacted] would not have inquired about nor have noticed
the options he feels were missing (leather seats vs cloth seats/panoramic
moonroof vs no moonroof/navigation system not present) prior to or during
delivery of the vehicle.
[redacted]
Lia Kia
d[redacted]@liacars.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. However, I do want to correct one statement made by Mr. S[redacted]. I only spoke to Mr. F[redacted] one time, and he said he would get back to me by the end of the day and "not blow me Off". He never returned that call. That's the reason I went to the Revdex.com. At no time during that conversation or with the salesman, any mention was made of providing documentation to them. I would have gladly provided it then and will do so at this time. Regards, [redacted]
I'm not sure why this is still open we have reconfirmed that no further emails or other marketing materials will be sent to this person.
Ms. [redacted] needs to contact [redacted] and make sure she is making her payments on time. She seems to have missed a couple payments which looks like the cause of the problem. We do not have a special contact at [redacted]. Our information comes from customer service just like hers. If she would like another number she can contact [redacted] Consumer Affairs and open a case at [redacted]
The first version of this reply was prematurely sent when I hit the ENTER button. Please disregard previous.May 17, 2017. 1209HRS.Response from [redacted] I accept the proposed solution, under two conditions:1.) Lia Honda forward the letter to my HOME address. They have this address on file. Do not send it to my PO Box.2.) Lia Honda forward the tracking number of the letter to [redacted] at the Upstate WNY Revdex.com.The response from Aaron [redacted], General Manager of Lia Honda is rife with inaccuracies. I feel that 6 months is an inordinate amount of time for Lia Honda to settle a complaint which began with their failure to fulfill the most basic obligations relative to customer service.My original complaint to the Revdex.com indicated that I’d be willing to accept payment sent by traceable, trackable means with the requirement that the tracking number be furnished and forwarded to the Revdex.com. By involving a neutral party, there will be no argument and no counter claim that the letter was undelivered, not picked up or otherwise “lost in the mail.” If Lia Honda is unwilling to forward the tracking number of the letter to the Revdex.com, then I believe that their “attempt to send another certified letter containing the requested $50 prepaid gas card” is merely another unfulfilled, empty promise.
Lia Hyundai of [redacted] has nothing to do with the gift cards once activated. Mr. [redacted] needs to contact [redacted] or [redacted] who provide the program. Dominick [redacted] General Manager Lia Hyundai [redacted]
Vito spoke [redacted] today and she is satisfied with what we have done. Please close this.
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.That response is for over a year after I bought the car. My complaint was about the whole previous 6-9 months before when there was a denial that I even had a warranty at all. Did you notice the mileage on my vechile during January? There is no way that I could've driven my vehicle that long w/o needing service. I am disputing the fee for my warranty since I have had to pay out of pocket for services that should have been covered such as oil changes, tune ups and other services. I have reciepts as well. That is what the issue is about. Do NOT break my car and also tell me I don't have a service that I purchased and then talk to me like I'm a fool. Thanks! Regards,[redacted]
The customer complaint refers to the attached ads from
the Springfield Republican. One includes a banner guaranteeing the customer
$4000 towards their trade, the other is simply a bonus ad that includes a price
point for the 2015 Sonata SE. I believe that in his complaint Mark is referring
to is...
the wording about the trade in on the full page ad. The disclaimer
beneath the $4k for your trade banner says "includes all rebates to
dealer". The customer was under the assumption that he would receive both
the $4000 for his trade and all of the incentives. We did not try to mislead or
deceive the customer, we simply were trying to explain what the Ads were
stating and the intent. We would be happy to honor the Ad and give the customer
the very best deal possible. Thank you Dominick F[redacted] General Manager Lia Hyundai Enfield [redacted]
Lia Auto Group [redacted] [redacted]
Revdex.com Complaint – [redacted]
Cambria,serif;">ID#: [redacted] We did agree on a purchase price of $23500 less $500 for the College Grad program and $500 for Honda "Flex" cash. Honda "Flex" cash expired on the 4th of January. When Ms. [redacted] came to pick up her car on Friday January 1st the all-weather mats were on back order. We indicated she could take her car and we would give her a "we-owe and supply the mats the following day. This was unacceptable to Ms. [redacted], so she indicated she would come back the following day. She did not come back the following day. Between Saturday 2nd and Monday 4th the salesperson, Jorge [redacted], continually tried calling Ms. [redacted] and her father to no avail. The 4th of January came and went, having not heard from Ms. [redacted] we used the "Flex" cash (which is finite in amount and only can be used by January 4th) to another customer. Ms. [redacted] finally left a message for Jorge on Tuesday, the content of which still didn't indicate a date that they would want to pick the car. We finally were able to speak Ms. [redacted]'s father on Thursday the 7th of January at which time he indicated he wanted to pick up the car and we told him that the "Flex" cash was no longer available so his net cost would be $500 more. In most cases I would accommodate the customer and absorb the $500, this transaction however was negotiated so lean there was no more available room to make a viable transaction. That being said I did offer to mitigate the transaction where we would absorb $200. Ms. [redacted]'s father declined. There is no issue with refund of deposit we are just waiting for the check to clear. The buyers order indicated a delivery date of 01/01/2016. The customer was told the offer would expire by 01/04/2016. One might note that all of Honda's programs are date sensitive. Thank You. David [redacted] General Manager Brewster Honda [redacted]
[redacted]
[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. Everything that is written in response to my initial complaint is a bold faced lie from Lia Hyundai. I refuse to accept that response - and in fact the person writing the response was not even there during my conversation with Bill and the supposed manager of the facility. I was not loud. I was crying and admitted to being emotional. I was upset that they told me a specific car was there and I drove an hour and a half (one way) on my only day off in over a month just to have not even a sympathetic ear or an apology. I literally had to call the police to get the name of the manager. If I was acting in such a disrespectful manner I am pretty sure I would not have called to police, and once the police were there they would have at the very least scolded me. Instead, the police apologized that I had to even go through this experience to begin with and went inside the establishment to retrieve the name of the person who refused to give me his name as I was leaving. Regardless, the needs encounter needs to be addressed because I feel violated. The actions of the entire facility on that day was reprehensible and I will not back down from something when I am in the right. I have absolutely NOTHING to gain from taking time out of my life to ask for an apology. I already purchased and am driving my new Hyundai from a different dealer and am more than ecstatic about my purchase. Looks like people at Lia Hyundai need to take a little bit of time out for self-reflection.
Below is our e-mail correspondence. The first message is on the bottom...
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 was really looking for a straight forward response from the company and was disappointed that it needed to be done through the Revdex.com. This could have been resolved without the practice of avoiding my calls in an unprofessional manner.
Regards,
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint [redacted] and find that this resolution is satisfactory to me.
Regards,
[redacted]
April 8, 2017 Revdex.com [redacted] Dear [redacted], This message is in REF # [redacted], [redacted]. In response to Revdex.com complaint filed by Mrs. [redacted]. It’s come to our attention that Mrs. [redacted] is claiming that upon her purchase of a new lease, 2016 Nissan Rogue that she was not presented with any manufacture customer rebates. I am sending along with this response copies of several documents to prove that Mrs. [redacted] received and was properly disclosed all figures and available rebates towards her new lease in question. The first sheet, which is printed from Nissan, is a document that explains all available rebates and incentives that a customer specially qualifies for based upon their zip code and vehicle they are purchasing or leasing. In this case, the vehicle qualifies for a $1400.00 customer lease cash. The second document, which is a binding legal document signed by Mr. and Mrs. [redacted], disclosing in great detail all necessary charges and incentives used towards the purchase of the vehicle. There is no doubt in my mind that every customer is disclosed all customer rebates used in every purchase or lease. The rebate can’t be used by a dealer, and can only be utilized by the customer purchasing the vehicle. Therefore it would not be advantages for dealer not to offer it to a customer that qualifies for it. Upon review, with all the inconsistencies and false claims, as well as all the sign documentation, which are legal binding documents, I do not feel that Lia Nissan is responsible for any unpaid charges of over mileage. The customers were properly disclosed of all charges, rebates and liabilities. There are several legal documents supporting the dealerships stance, and copies were given to the customers on more than one occasion. Please let me know if there is anything else you need. Warm regards,
I
spoke with this customer and the warranty was cancelled three weeks ago. She
had a hard time getting through to our one finance manager. Ms. [redacted] is
satisfied with our efforts
sans-serif; font-size: 10pt;">Mike
L[redacted]
General Manager
Lia Honda of Northampton
[redacted]