Mountain Craftsmen

Mrs. [redacted] I can not fix something that isn't diagnosed you must bring your car in I will make sure the car is gone through and we will fix everything that was promised on your we owe. If you bring it in ask for me when you get here I will make sure everything that was on the We Owe and what was promised will be addressed.

In no shape way or form was my behavior childish I am responsible for running the dealership I have [redacted]s that handle the bulk of customer complaints if you refuse to speak to no one but myself then yes it will take some time for me to free up without an appointment. If the customer had called and set up an appointment then it would not have been an issue but on a very busy Saturday and no internet and having to work every deal by hand with a calculator it make its very time consuming. Again I have interviewed all staff involved looked at all of the paperwork for the deals, reviewed the cameras and the customer was informed that the car she purchased did not have leather and if she wanted to pay of it she would get it at our cost.

Complaint: [redacted]
I am rejecting this response because: My car was brought in once back in April, kept for two weeks, and the issues were not resolved. I reached out for three weeks straight everyday to [redacted] to have the issues corrected, and he would never get back to me. The last time I spoke with him was on 5/31 and he indicated that when I reached out to seek help from someone else at the dealership that took the matter out of his  hand. He was very angry that I had to go over his head.He did not want to resolve the issue, nor stand by his original words that the car would be fixed. 
Regards,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. 
Regards,
[redacted]

Mr. [redacted], First let me apologize for your experience, I am [redacted] I am the General Manager and you can reach me any time this store is open I am here 6 days a week from open to close. This is the first I am hearing of this issue and trust me when I say it will be addressed. I took over...

this store just over two months ago on April 1st. Customer service is one of my biggest priorities, However the issue with the lien and changing lien holders the moment Nissan gets the contract for your car deal they own that deal we can not change anything for them. When your lending institution pays them off they have to communicate to each other and handle that part, at the store level we have no control over that because Nissan Motor Acceptance is the owner of your loan. I understand your frustration with the payment date being incorrect however again when Nissan has the contract at that point only you the signer of the contract can work with them to change any payment dates, they can not talk to us about your account due to privacy laws. I will get with Tino the Finance Manager because he should have offered to sit down with you and help guide you through the process of getting your payment date changed not just handing you a phone number and for that I am sorry. If you would like to come in and change your payment date I will make sure that Tino calls Nissan with you and helps you get it fixed. But it sounds like you may have already refinanced it with [redacted]? You can reach me at any time just call the store and ask for me [redacted]. Again I am sorry for your bad experience and I want to thank you for your purchase from us at Westside Nissan and I would like to work with you in the future to make sure if you do give us another chance that you will not be disappointed.  Sincerely,[redacted]General ManagerWestside Nissan###-###-####[redacted]

Dear Mr. [redacted]I am sorry for the misunderstanding on this matter. I pulled your invoice for the [redacted] on it and went to the Nissan website and built the vehicle and as you see it does say it has Lane Departure Warning and Lane Departure Prevention. We...

have returned your trade to you and canceled the deal. If you have any further questions feel free to give me a call.Thank you,[redacted]

Complaint: [redacted]
I am rejecting this response because: Once again Mr. [redacted] is lying. I spoke with Mr. [redacted] after I texted [redacted] from [redacted] on 2/22/2017 and expressed how disappointed I was with my car purchase and that your [redacted] was a ghost . He called me back immediately and said hello this is the GHOST [redacted] and was very angry about my remarks. He stated if I didn't bring in my additional paperwork I would have to return my car. This is when I discussed with him about the leather seats [redacted] stated he would throw in for free. I told Mr. [redacted] I would be in on Saturday 2/25/2017 to bring the rest of my items for [redacted] and he stated by then he would  have reviewed the surveillance (which I think is very insulting)and if it was mentioned about the leather seats he would have to own his [redacted] words. That's why I came in on Saturday to speak with him because we discussed this over the phone. If I needed an appointment he didn't tell me that. I have a life and good one and I don't have to make up, create stories and lie to get me materialistic items. I'm a business woman and in business you keep your word and satisfy your customers within reason you don't attack them, ignore there concerns and make up lies. I passed 5 dealerships to get to "NOT SO AWESOME NISSAN".  I could have easily went elsewhere but I chose this dealership. My main feature was leather seats because of my kids and [redacted] stated no problem he would throw those in for free. You witness it was discussed, my [redacted] was with me also when this was discussed and your lies keep growing daily because I never spoke to [redacted] about leather seats only about my payment for the car. So with my issue being validated about my seats... what's the real issue. Is it because I am a woman or is it because I'm black. Because outside of everything thing else YOU investigated and found to be true about my seats Mr. [redacted] this is the only thing left it could be. You should not represent this establishment, I've read numerous reviews out there and your name isn't positive amongst the [redacted] community.    Regards,
[redacted]

Mrs. [redacted],The payoff check has been mailed out to your bank your bank that is financing your new car funded the deal 2 days ago. They were having trouble getting in touch with you to do your welcome call that is what took the extra time to get your deal funded. But again your payoff check has been...

sent out and your bank should have received it yesterday or at some point today.

Hello Mr. [redacted];I would like to first say I am sorry for the inconvenience and that your experience at our dealership was not to your satisfaction. I assure you we have completed your deal and the pay off for  your trade is on its way to the bank if it has not gotten there yet it...

should be there any day now. I understand you wish to have the $1500.00 deposit back you stated to make the payment on your trade. There is no need to make the payment due to it being paid off. Yes you did purchase the new car on 8/8 and we did need to re-contract you on 8/12 we contacted you to have the papers resigned but you were out of town. You did come in on 8/19 and resigned at that time we waited on [redacted] approval they noticed a discrepancy with the co-applicants social on the bank membership application. They again were not able  to approve due to you have to be a member of the bank in order for them to give you a loan. [redacted] was not running and we were not open due to hurricane [redacted]. I assure you we do everything possible to get deals completed as quick as possible. If you have any questions feel free to contact me at [redacted] [redacted]Thank you, [redacted]

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. 
Regards,
[redacted]I tried to get the manager and owner phone numbers but your customer service persons would not give them to me. I am in the process of working with [redacted] to resolve this complaint. I believe it will be resolve if the people would just listen. I email [redacted] asking him to call or email my customer service person and explain to them how this loan can be paid off. When I spoke with Nissan Motors Finance they told me the payoff amount and how to do it. I explain this to my customer service person and they would not call Nissan Finance to verify this situation. I ask [redacted] to help me and if he is successful I will retract all complaints with an apology. I hope the best of luck for him. Surely I will appreciate this help. Again I thank you for assuring Nissan values.

To whom it may concern;Mr. [redacted] was in the service department cursing at an employee in front of other customers and employees. Westside has a zero tolerance harassment policy. We do not allow employees or customers to treat customers or employees in a demeaning way. We will...

reimburse Mr. [redacted] for the 4 oil changes that would be covered under the maintenance. We will send a check to the address listed for $106.79, this is 24.99 plus tax for 4 oil changes. Unfortunately, we feel this is the only resolution we can provide Mr. [redacted]. Thank you,[redacted], Westside Nissan

There is no way for us to know for certain that we can get a located vehicle here on a specific time or specific day, all of our best efforts were made to have the vehicle here the next morning however there is no timeframe addendum on the signed agreement. I would have had no problem trying to compensate you for the 1 extra day that it took to get the vehicle here for you but you never gave us a chance to do so before purchasing at another dealership. We have the form stating non refundable because we have to physically cut a check and purchase that vehicle for you.

We have spent over $600.00 over and above what we are required to do to help Mrs. [redacted] trying to fix the issue. Every time we fix the issues the customer states the issues still persist, she wanted a rental car when she brought it back in but we have to diagnose the car before we can file...

for a rental car. Customer became angry because we have to follow proper procedure did not let us diagnose the car she left. We were trying to help Mrs. [redacted] but we can not do anything until she lets us diagnose the issue to duplicate it and fix it.

To whom it may concern; Attached is a letter from my [redacted] and [redacted] for Westside Nissan. The second page of the upload is the verification of insurance from [redacted] dated 8/20/2015. It is our position that the 2 day grace period started from August 20th, even...

though the process started weeks before then.  Thank you for your time in this matter. Please feel free to contact me directly at [redacted] [redacted]

After bringing the vehicle into the shop, the technician found that both front wheels were bent, the right front hub was damaged, the ABS sensor was broken and no registering. As well as the Axel boot was being held on by a zip tie. We are legally required to report that to the warranty company. I...

am sorry that the customer had to pay out of pocket but we must be legally compliant.

Dear Mr. [redacted];I am sorry if you feel mislead by our internet website prices. I do understand your frustration. I have looked into our dealerships price offered to you on this particular [redacted] and have found that yes you were offered all rebates and incentives. The only one you did not...

qualify for was $500.00 college graduate rebate that [redacted] offers. So yes we offered you the car for $11,500.00 plus tax tag and fees. If you look online at the website at the bottom it explains as follows.  New Cars: Must Finance with [redacted] at Standard Rates. Online Pricing includes all [redacted] Rebates. Not all will qualify. Online discounts apply to the retail purchase. Vehicles must be in stock. LEASES may vary. Out OF STAT pricing may vary due to rebate variances. Any prices quoted on approved credit only. Call ([redacted] to verify. Sales Tax, Title, License Fee, Registration Fee, Finance Charges, $799.95 Dealer and $199.95 doc handling fee are additional to the advertised price. We make every effort to have accurate pricing but occasionally mistakes occur. Please call if you have nay questions. Current pricing Valid through the end of the month. It states this on the search page and if you click on any vehicle it states it there as well at the bottom of the page. If you would like for me to explain the deal numbers personally.You can reach me at the dealership at [redacted]. or email [redacted]Thank you,[redacted]Westside Nissan/Awesome [redacted]

Complaint: [redacted]
I am rejecting this response because: The vehicle I wanted was only a few miles down the road from your dealership. There should not have been a problem getting it the next day. I guess you have poor relationships with the other local [redacted] dealerships. I've seen many negative reviews about your dealership since this has happened. Shame on me for not doing more research before visiting your dealership. It's been a valuable learning experience that want happen again on my end.
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because: ii asked for [redacted] option they said was on this vehicle that's why bought it on what the [redacted] told me.the dealer canceled the deal and gave me car back they have not given my title yet.
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because: there are several things in the response that are not true. On March 11th, when I went in for a routine service, I am the one that asked the technician to check my brakes because they were squealing. It was also not 1700 miles later, March 11th odometer in 45797 and April 22nd, odometer out 47157 which is 1360 miles. Also I tried to have them inspected again on April 15th, but was turned away by your technician so the miles would have been even less. Oh and by the way since we are talking miles, your tech [redacted] told me that after my brake job was on March 11th, that someone would have test driven the car to make sure the squealing had stopped. Well according to your paperwork on March 11th, odometer in is 45797 and out is 45797 so apparently no one test drove it. And to quote you "after 1700 miles my front brakes do wear". Well apparently mine didn't wear at all because again according to your paperwork, they were 8mm on March 11th and 8mm on April 22nd. Also when I  went in on April 22nd, I did not tell the tech that my front brakes were making the same noise. I asked him to recheck my back brakes because I still heard my brakes squealing(see the attached note by [redacted]). I also did not DEMAND that I get my job for free when I spoke to your fixed [redacted]. That never came  out of my mouth. Also you stated that you just could not give me front pads and rotors for free. Rotors??? So if according to your tech and fixed [redacted] my front pads are good (8mm),, why would I need rotors? I personally do not think there was anything wrong with my back brakes even though your paperwork states differently. You have control over what goes on that paperwork. I don't have a problem paying for my services, but I can't and won't pay for your mistakes.
Regards,
[redacted]

The customer signed all paperwork, and signed a non refundable deposit form in order for us to go purchase the vehicle for him. he was explained the process, he understood that it was non refundable because we were purchasing the unit for him. Did not give us a chance to rectify any issues before...

purchasing a different vehicle from a different dealership.