Pence Nissan Subaru Kia

Review: On Friday, February 13, 2015, My son and his wife went to Pence Nissan to purchase a vehicle. My son found a vehicle he liked and the process began. We were attended by a salesman who was kind at the beginning and as we proceeded to the purchasing phase, my husband had kindly asked him if there was anything more that could've done rather than a 200.00 discount for the car for a very visible scratch on the right rear of the vehicle. We were thankful for the discount, but when my husband asked, the salesman did not hesitate to be incredibly rude and sarcastic. My husband had asked if there was a little more that could've been done due to the fact that it was a [redacted] and it would've been more costly to fix the scratch. The salesman rudely answered, "Well, what do you consider a fair price... $6,000?" in a very demeaning and mocking tone. He didn't attempt to hide the fact that he was annoyed with us. We walked out and then my son and his wife discussed that the car was a good fit for them. My husband refused to walk back in and I returned to sign for the vehicle because I had agreed to sign for the lease. After we purchased the vehicle and I was accepted, the Salesman returned with a completely different attitude. He congratulated me for my great credit and suddenly became polite. We were satisfied with the car and we thought that was the end. I signed a contract with agreement that the monthly payment was going to be $152.86/ month for 72 months. Today, we received a call that the contract had to be changed, and that our monthly payment would increase and deduct a year. After we left on friday evening, the salesman nor finance agent warned me that there would be any kind of financial modification, so we were given two options, agree to the increase or SIMPLY return the car. The problem I am facing is that I was misled in the information given and I was very unsatisfied with the answer to simply return the car.Desired Settlement: Our only desired income is for the agreed monthly payment to remain in tact. My son is on a strict budget, and even if its a $20 increase, I signed a contract agreeing to a monthly payment of 152.86/month for 72 months.

Business

Response:

February 21, 2015Revdex.com case #[redacted]To whom it may concern:My name is [redacted], I am the [redacted] forPence Nissan Subaru Kia. I have reviewed the Revdex.com letter and fully understandthe consumers concerns. I have conducted a thorough review of the issues raisedby the consumer regarding the used vehicle purchase. The customer signed a Virginia Buyers Order Friday nightafter all the lending institutions had closed for the day. It is customary tolet the customer take possession of a vehicle after signing the agreements and thenassigning the contract to a lender when they reopen. In this case when thelending institutions reopened we could not find a lender that would accept the lengthof the agreement due to conditions beyond the control of the dealership. The Virginia Buyers Order states in large bold print, if thevehicle purchase requires financing, the agreement is contingent on the financeprovider’s approval of the proposed retail installment sales contract. It alsostates, if the sales contract is not approved the consumer can either find analternative method of payment or cancel the agreement. We made sure thecustomer knew their rights under Virginia consumer law and gave them these twooptions. To address the comments made about the dealership representative,perception is reality and I apologize for the manner in which your husband’srequests had been answered. We strive to provide outstanding customer serviceand in this case the dealership did give the customer an allowance for thescratch, and finance options that included an alternate payment plan thatshortened the loan term by 12 months. The customer did return on Friday, February 21stand signed a new retail sales agreement deciding to keep the car. Sincerely,[redacted]

Review: Recently, I put an inquiry in auto car price web site. I got an email response form a Subaru dealer (Pence Subaru, Richmond VA), stating that they have the model I want ([redacted]), and quoted a price. Please see the link (http://response.uperator.com/?18d873d87b88decab3d7c5fea04b643d&v=1). I call them, and talked to Brandon "[redacted]" H[redacted], and he confirmed that they have the model I want, he quoted even lower price than the original email. He gave me appointment for the ne** day. When I went for the appointment to Pence Subaru dealer, [redacted] and his sale manager told me that, they don't have the model. But they can sell me something else, or order ne** year model for 2 months later (of course with higher price). I told them they mislead me by giving me wrong information and wasted my valuable time.Desired Settlement: I'm not sure if it is legal to sent consumers misleading information about availability and pricing of a product. Because of the inaccurate information Pence Subaru sent me, I lost 2 hours from my work day. My desired resolution is that they should sell me the model they advertised with the price they promised.

Business

Response:

June 19, 2015 Revdex.com case # [redacted] To whom it may concern: My name is [redacted]; I am the General Manager forPence Nissan Subaru Kia. I have reviewed the Revdex.com letter and fully understandthe consumers concerns. I have conducted a thorough review of the issues raisedby the consumer regarding the automated vehicle price quote. The customer did receive a quote on a vehicle he built onthe manufacturer’s website. It was not a specific car in our inventory or onthe Pence website. The quote also states with references ne** to the price tolook for notes. This note reads “4 This [redacted] Premium may not be available in this configuration and is notbased on an actual in-stock vehicle. Unless otherwise stated, price quoted doesnot include options or accessories. Please contact us for more information.” When the appointment wasmade the salesperson did offer other Forester options for less money. At this point the customer still wanted tocome in and look. While the customer was in the store we tried to find a [redacted] at other dealers within a couple hundred miles but were unsuccessful. I agree with the customer on what we should do, unfortunatelythe desired vehicle is no longer available from Subaru. The 2015 [redacted] have been exhausted. The dealership is willing to order a 2016 SubaruForester ** at the same base price quote as the 2015. The customers quote onthe 2015 excluded tax, tags, freight, $499 processing fee and any installedaccessories the customer chooses to have on the vehicle. These details arelisted on the quote. We strive to provide outstanding customer service and inthis case offered options to solve the problem but the customer was unable towait for the later model year. . Sincerely, [redacted]General Manager Pence Nissan Subaru Kia

Consumer

Response:

I have reviewed the offer and/or response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

I have noticed the fine prints in the original email which stated that the vehicle "may not be available in this configuration". For that reason when the dealer representative Brandon "[redacted]" H[redacted] called me, my first question was "do you have the [redacted] I specified in my request". His answer was " Yes we have what you want". Later when I went to the appointment, actually they didn't have the specified vehicle.I can not accept the offer made by the dealer. Once the trust is broken, it is hard to reestablish it. At this point, I'll take my business somewhere else, where I don't have to worry about the accuracy of the information provided to the customers.

Regards,

Review: I purchased a car on 1/21/2016 that included the trade in of my previous vehicle. The new car was purchased very late in the evening before the large snow storm. I was not able to removed my belongings from the traded vehicle. I spoke with [redacted], [redacted] and [redacted] who all informed me that I could retrieve my items once the storm was over. I went to the dealership three separate times to retrieve my items but was told by [redacted] and [redacted] that my car was snowed in. I spoke with [redacted] on 1/29/2016, he informed me that th car would be clear by Sunday and although they are closed they were open on 1/31/2016 because it was the end of the month. My friend, who is not on any paperwork received a text message from [redacted] on 1/30/2016 informing me that the traded car was sold with all my belongings. When I called [redacted] and Ron the were not helpful at all, never called me back with answers as promised and did not care that I was unable to get my belongings. This is horrible customer service and I have lost hundreds in valuable possessions I was prevented from picking up. I will never do business with these men again.Desired Settlement: I would like to retrieve my items or recieve compensation for my belongings.

Business

Response:

Revdex.com case # [redacted]In normal circumstances, when a customer relinquishes a vehicle to trade we ask that the customer remove all their belongings from the vehicle before leaving the dealership. Do to the impending weather event this procedure was not able to be followed, and the customers possessions were left in the traded vehicle. As a policy, vehicles that are traded into our dealership are promptly inspected and thoroughly cleaned inside and out to prep them for used car sales or auto auction. Once this vehicle was cleared from the snow proper procedures were followed and the contents of the vehicle were emptied to prep for auto auction. Pence management was then notified of the issue and steps were taken to retrieve the vehicle which was taken off property. Fortunately, Pence was able to reclaim the traded vehicle from auction. The vehicle was back in our possession on February 1, 2016. The customer was contacted on that same day and was able to retrieve some items from the traded vehicle. Unfortunately, a pair of sunglasses was not found to be in the vehicle. As a remedy, the customer was reimbursed for the full purchase price of those sunglasses.Pence hopes that this resolution is satisfactory for our customer and we thank them for their business.

Review: I request a refund of the warrarant plan I bought after my truck was destroyed in my driveway. Requested the refun and proveded the total loass form on Feb 9 2015. I have been told the process was filed, check in the mail week oh march 9.

Recieved a letter from nissan this was processed and check mailed on march 18 well after I was told check was mailed.

Addiotionally the letter states the fund will be sent to the leinholder and a refund woul be added to my account on 3 or 4 weeks. I was told originally it would take 30 days, this delay will put it at 90 days. The truck was paid off by insurane a month ago, there is no lein.

Truck destroyed 1/30/2015

2/6/2015. Contacted [redacted] of pence nissan and let him know my intentions and was tld to give him a total loss sheet.

2/9/2015 Contacted [redacted] sent him total loss sheet and requested my refund be processed asap

Was told it could take 30 days by mr [redacted] by phone.

3/14/2015Contacted mr [redacted] asking if he could check the progress.

3/16/2015 mr [redacted] said that he had spoken to Forrest and the check was mailed last week.

Letter from nissan states the check was mailed to pence nissan on march 18, the week after I was told check in mail.

3/20/2015 contacted mr [redacted] and let him know I still had no check.

3/20/2015 mr [redacted] contacted me stating he had confirmed with forrest the check went out. Unsure if it was friday or monday.

3/23/2015 recieved letter from nissan stating the request was made and the check was processed on march 18 and sent to pence nissan. The leinholder (paid off a month ago by insurance) would credit my account in 3 or 4 weeks.

3/24/2015 contacted mr [redacted] and no responseDesired Settlement: I just want my refund so I can move on. I want it imediately and have waited long enough. I was lied to.

Business

Response:

March 25, 2015Revdex.com case # [redacted] To whom it may concern:My name is [redacted]; I am the [redacted] for Pence Nissan Subaru Kia. I have reviewed the Revdex.com letter and fully understand the consumers concerns. I have conducted a thorough review of the issues raised by the consumer regarding the cancellation of the extended service contract.[redacted] processed the refund on March 13th and sent funds to the dealership, made payable to the dealership. The dealership in turn refunded the customer or in this case lien holder seeing the vehicle had been financed when purchased. We strive to provide outstanding customer service and in this case should have informed the customer that the refund was going back to the lending institution. Once the lien is verified as satisfied the bank will refund the balance to the customer.The dealership check and NESNA check stub are [redacted]. Sincerely,[redacted]

[redacted] Pence Nissan Subaru Kia

Review: On 2,11,2015, Pence Nissan was commissioned to determine a check engine light and acceleration issue, of which another car repair shop ([redacted]) recommended them as they are the makers of the car ([redacted]) and they should be able to pinpoint the problem being that they are experts with a car of their own make. Almost 1 week in the "care" of a Nissan Tech(s) yielded an amount of $3,500 to repair something called Bank 1 converter (oxygen sensors, three way catalysts and outrageous labor costs) and something called and ignition coil assembly. By the way, [redacted] initially thought it was fuel injector related. Part of the repairs had to be paid immediately ($1,700) before they would complete the rest of the work, which I thought was unusual and I never had to do that with anyone else before. All this time I was told that this should remedy my issues and I would be able to operate the vehicle just fine. Not even 24 hours later the check light was back on, and within 24 hours the tech tells me that another $3,000+ would be needed to repair the other side (Bank 2 of is the technical term) areas of oxygen sensors and catalyst. Needless to say I was extremely enraged. The fact that they were negligent in determining all of this beforehand, and given me a proper and complete estimate (which would be well North of $6,500) is my main gripe. There is no way I would have even authorized so great a cost of repairs to a 12 year old car with 139,000+ miles if I knew this in advance. $3,500 was bad enough, but I was under the impression based on what I had been communicated by phone (nothing had ever been put in writing) that would have been the all that was needed. Now I am in a Catch 22 and past the point of no return with a car that may fail at any moment that either needs further work to continue to function; or I need to get rid of it (sell or trade in, if possible), but I am stuck with throwing away money on repairs that are far beyond reasonable cost-to-value.Desired Settlement: Pence Nissan has failed in their ability to probably diagnosed. Especially in regards to the 2nd time I took it in and then and only then did they decided to check with some type of bore scope ( a tool apparently with the ability to see the interior of components) to see the problem. Why they did not do that in the first 7 days/at the beginning to save me tine, money and a headache is anyone's guess. I mean all mechanics in the past have always said to replace components in pairs (or how ever they come) struts, brakes, etc. Not this Nissan tech, he said they had to way of knowing. But they did, and they failed. At this point, and I will only accept to outcomes: 1) The money I have been forced to pay for repairs and the current value of the car should be allowed to be used for a trade in for a new vehicle (at Pence Nissan of course) or 2) Compensatory repairs repairs done on Bank 2 (or whatever area on the other side of the engine) to get this car in working order. Thank you kindly.

Business

Response:

Technician confirmed check engine light on and the vehicle was running rough.Laptop diagnosis indicated multiple cylinder miss fire (P0300 code). To correct therough running condition we (with the customer's authorization) replaced the coilsand ignition spark plugs. Vehicle is now running normally after repairs.Ran laptop and found the vehicle still has diagnostic trouble codes in the system.The engine running rough condition caused by the coils allows an excessive rich fuelcondition must be corrected before you can continue diagnosis.Further laptop diagnosis found a secondary issue with the air fuel sensor voltagebeing low which led the inspection of the bani< 2 catalyst. This issue was caused bythe miss-fire of the coils. Recommended and the customer authorized thereplacement of the bank 2 air fuel sensor, 02 sensor, and catalyst.Road test vehicle approximately 5 mlles and vehicle performed normally and thecheck engine light did not return.Customer returned with the check engine light on. Upon our inspection with thelaptop diagnostic tool the codes indicated bank 1 rear 02 sensor and bank 1 catalystis starting to show damage.Check engine lights can come on and return without warning and indicate potentialother malfunctions in the system. This is beyond the control of the customer and thedealership. When the vehicle exhibits a malfunction code the laptop diagnosticprocedure is the proper vehicle repair process used by Nissan to diagnose and repairthe existing trouble code. This ls the correct vehicle repair process and is our methodof repair.In the event both 02 sensors and both catalysts coded in the system and indicatedreplacement was necessary then we would recommend this to our customers inadvance. This was not the case in this repair process.The system on this vehicle does not have the technology to foresee future failures.The customer was offered 10% over cost on the current repairs but decline this offer.This offer is still available should the customer decide to repair the vehicle at PenceNissan. No further assistance can be offered at this time

Consumer

Response:

I have reviewed the offer made by the business in reference to complaint ID[redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

I apologize for the late reply. I was expecting a phone call or a separate email. I was not aware I had to log back in with my email address and see the follow ups to my case.The 10% over invoice alone is unacceptable. I should not have to pay anything to be honest. It would be only fair based on the experience I have gone through, but I have come to understand they are neither fair nor honorable. The paperwork and estimates they have sent only addresses their findings AFTER they went back in and properly or at least alternatively diagnosed the car. To be honest, an acceptable outcome would be if the service center waived any and all labor costs, leaving me responsible for only the parts. But I am sure that would not be an option. An excuse of not being able to foreseeing future issues is irrelevant, in that if common sense and logical deductions in regards to properly checking [all] aspects of a problematic area would have been followed there would be no future issues with the area in question. That is poor training and/or under-sight of mechanical expertise. Strangely enough, against my better judgement due to the possible further failures in the O2 Bank 2(?) area, I have driven the car this whole time. I have yet to encounter any further issues! None!? No dire consequences as a result of not putting another $3,000 into this car has yet to occur. This makes me wonder if in fact the work needs to be done or if they corrected a mistake they made the last time I had them look at the vehicle almost 2 weeks ago. Or if they have from the start had me pay for repairs that were truly not needed. It appears I will probably end up taking the car to a more refutable, competent and honest establishment that does not charge an arm and a leg to have the car service if future problems arise. Pence Nissan [service center] can chalk up another victory over swindling their [no longer] loyal Nissan owners.

Regards,