RKS Recording

Our dealership sent Ms. [redacted] a check for $234.00 on November 9th to her address on file.  We didn't realize until after the first check was sent out that Ms. [redacted]'s vehicle was paid in full.  Therefore our office is cutting a second check for $272 and getting in the mail for Ms. [redacted]...

today.  Ms. [redacted] may have not received her first check yet given the Veteran's Day holiday.  If for some reason, she hasn't received her first check by the end of the week, she is more than welcome to contact us and we can get it looked into.  The second check should be in her mailbox by Friday/Saturday, as it is going in our outgoing mail tomorrow morning.Again, if by next week, Ms. [redacted] hasn't received her checks, we can look into it then.  We sincerely apologize for Ms. [redacted]'s inconvenience. Respectfully,Ben M[redacted]
General ManagerAndy Mohr Avon Nissan

Vehicle was purchased new at dealership December '15. Yes, issue is/should be covered under warranty.

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

Mr. [redacted], Though used cars are inspected when taken in on trade, it is impossible for foresee or predict future problems that could potentially occur on a vehicle, especially one with the kind of mileage that this one has.With that said, we would still like you to bring the vehicle in for us to take a look at the ABS situation and see if this can be resolved.  I can see why you feel the way you do regarding the A/C situation...the policy does state HVAC components are covered, and indeed, some are, just not the components that failed.  I would be happy to see what we can work out for you in terms of covering the repair.  With the ABS situation, that is an occurrence that couldn't be predicted, and at times parts fail even after a complete inspection.  It is important to have this looked at, and I would be happy to do so.  Once we figure out what the issue is, we can go from there.  If you still feel litigation is the best way for you to go, then I understand.  Please let me know what you decide to do.  You can contact me directly.Respectfully,Ben M[redacted]General ManagerAndy Mohr Avon Nissan(317) 279-3300 (office)bm[redacted]@andymohr.com

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

I have reviewed the complaint, and there was a clear miscommunication here.  I don't believe it lies with Ms. [redacted], it appears to be with our service department.  However, it appears we followed protocol with the repair from a technical standpoint.  Anytime a AC system has been...

charged numerous times, and still doesn't cool, the possibility of overcharging the system exists.  When that happens, the system will not cool the cabin air efficiently.  The first diagnosis is to evacuate the system, test for leaks, and recharge the system to capacity, being careful not to overcharge the system.  If it isn't cooling then, then it could be other issues...A/C compressor or condenser being inoperative, etc.  We also followed protocol by taking it to the Toyota dealership, as they are experts in repairing a Toyota vehicle.  With that said, it doesn't appear that we effectively communicated with the customer regarding the scope of work being performed on her car.  Further, we didn't communicate that there would be a charge for diagnosing the problem with the A/C system.  The onus is on us, as a service provider, to provide detailed explanation of what we are doing to repair the car, how long we estimate the repair to take, and finally, most importantly, how much it will be do that.  It doesn't appear Ms. [redacted] knew how much the repair would be or any other details regarding the repair.Also, our treatment of our customer should be of the utmost importance.  At no time, should a customer be so frustrated with us that they should be reduced to tears.  That is NEVER okay.  Obviously, it is not the customer's "fault" (not a great word to use) that they didn't bring it in sooner when the condition first arose.  It is solely the customer's choice when they want to bring in their vehicle for service.In the interest of customer service, we will refund the customer the cost of the diagnosis/repair of her Camry's A/C system of $162.00.  Please let me know if you have any questions or need any more information.Respectfully, Ben M[redacted], General Manager, Andy Mohr Avon Nissan

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

Mr. [redacted] bought this vehicle from us "AS-IS"...and that means that there is no warranty (expressed nor implied) on this vehicle from the selling dealer.  However, in the interest of customer service, we would be happy to look at Mr. [redacted]'  vehicle and see what we can do to make him...

happy.  We can offer the repair at our cost or we can cover some of the cost for him.  In any case, Mr [redacted] should bring the vehicle into us so that we can get an idea of the repair that is entailed.We can also trade Mr. [redacted] out of the vehicle and into something else newer if he wishes.I will be available any time next week to work this out with Mr. [redacted]. Respectfully,Ben M[redacted]General ManagerAndy Mohr Avon Nissan

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. I am taking it in to the honda dealership and having them document all that is wrong with the car. Your repairs manager even said he has no idea why AC is listed when nothing regarding the AC is covered in the warranty. Only items of the heating are actually covered yet they list HVAC. Also when my wife and son asked Jamaal if the AC went out on the car would it cover it? They asked because my wifes AC recently went out on her Mazda and it has been a rough summer. He flat out lied and told them they would be fully covered on that. I understand things can go wrong on a car after it rolls off the lot but we are talking about an AC system that even your repair manager agreed and said it looked like someone filled it with Stop Leak and sold it to your dealership and it locked up the compressor and condenser. The ABS is misfiring even at low speeds (it has caused me to almost slam into traffic in Castleton due to this) the passenger window is not working at times, the car runs very loud and sounds like a grinding under the accelerator pedal (they said this was a wheel bearing at your dealership and Jamaal told my wife it was the new tires working in) Tires are in fact not new and the brakes are at 3mm which would be impossible to knock through that much pad in less than 2 months. We only had 3 issues with our Rendezvous and they got us 5k to take care of all issues. Litigation sounds much better than having to pay out for a car that never should have made it through any inspection... It isn't just me that has had such bad dealings with your dealership, we have found so many bad reviews and tweets not to mention my tweets are still being retweeted.
Regards,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. More problems with the vehicle have reared their head. The ABS brakes kick in at low speeds making you at times slowly depressing the brakes fly forward toward stopped traffic as it lets go and grabs like it should in only emergency situations. Also the passenger window becomes unresponsive and wont roll down or up at times. We went thru a lemon law firm and although not a lemon they were able to successfully win compensation on a used rendezvous in the past that was a situation very similar to this and I feel now will be the best course of action. I still feel with everything that has gone wrong and not even on our 2nd payment when reported it is incredibly bad customer service to not stand by your product when you let something so bad slip through your "inspections" The service manager agreed these problems had to have been there and they didn't catch them. Also at the time of buying the vehicle my wife asked them before she agreed to the service plan if it would cover the AC if it went out because hers just went out in her Mazda and Jamaal said yes it was covered. The A/C has no coverage according to the service manager, the condenser and compressor are not covered only the heat pump and heating items. He even went on to say he doesn't know why they have it listed as "HVAC" if it only covered the heat.
Regards,
[redacted]

Did some additional research on the extended warranty that the customer purchased.  It DOES cover his wheel bearing issue, and we can take care of this for him under that warranty minus his deductible.  On his A/C system, it DOES cover some things pertaining to the vehicle's A/C system,...

however, this particular component is NOT covered under the warranty after checking the list of covered components.  The cost of the A/C repair is under $1200 at our internal cost. We would be happy to cover half this cost of this repair in the interest of customer service.  On the issue relating to the key...the valet key is the ONLY key that was provided to us when the car was sold.  We can provide the customer a master key at our dealer net cost, so that the customer doesn't have to pay markup that is normally associated with cutting and programming a key.  Please let me know if the Revdex.com, or the consumer has any additional questions or requires any more information. Respectfully, Ben M[redacted]General ManagerAndy Mohr Avon Nissan