I am sorry the customer was so upset it is the adviser's job to adviseThe customer does not have to follow his recommendationIt was explained to the customer that it was the correct thing to dohowever that being saidit is not worth it to us for her to be so upset about itWe are in the process for refunding the customers $The other $was merely her deductible which she would owe per her extended warranty agreementI hope this resolves this matter.Please feel free to contact me if you have further questions[redacted] Executive AssistantSuntrup Automotive group [redacted] @suntrup.comP [redacted] ***
I am so sorry that this has been overlookedI spoke to both the Sales manager & the Service manager neither were aware of the issueI have been assured that the customer will be contacted todayWe will get this issue resolved in the quickest manor possibleIf you are not contacted today or just to give you a good contact.Do not hesitate to call me[redacted] Executive AssistantSuntrup Automotive group [redacted] @suntrup.comP [redacted] Ext ***C [redacted]
I spoke with Mr [redacted] Via E-mail.I contacted our service director and had him go over all the circumstances of this issue.The service manager was not wrongOur policy on the part warranty is months or thousand miles for customer payThis repair was a partial good will from Nissan it has been month's and thousand milesThere is no warranty to cover your repairDuring this period we have not been servicing the vehicle so we have no record or account of who has or what has been worked on since our repairThat being said We value how you feel about our dealership and as a good will gesture we would be willing to participate in your out of pocket expense in the amount of $[redacted] Executive Assistant Suntrup Automotive group [redacted] @suntrup.com P [redacted] Ext ***
I am so sorry for the communication issueHow frustrating that must have beenI have talked with the customerI gave her a better contact #We have also confirmed all the paperwork to issue the refunds to the lenderThat check will be going out today I will send the customer a copy for her recordsThis seems to have resolved all issues
First of all I am so sorry for any inconvenience caused by delivering the wrong vehicle to youThat is rare and can be difficult to unwind [redacted] says he has contacted the customer about the issues caused by this and is working it all outOur manager has agreed to split the $downpayment owed and pay for all late feesHopefully this addresses the situation if not please contact [redacted] @ [redacted] [redacted] Executive AssistantSuntrup Automotive group [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 Sincerely, [redacted]
I have been in communication with [redacted] ***I have sent you the signed documents for the sale of the extended warranty.I am sorry if she was not aware of what she was signingI am as a representative of this company very upset that her calls and e-mails were not responded to by her finance manager I have not spoken to him he has been out of the office so have no reasoning for itThat does not reflect our business practicesI have attached the full refund of the extended warranty being sent to her lien holderAs a goodwill gesture [redacted] the general manager has invited her to come have her vehicle filled with gas .She has my contact information should she have any further questions
We have not seen [redacted] 's vehicle since NovHer complaint should be addressed to Nissan not SuntrupI do have empathy for the situationHowever we had to seek legal action to get our loaner vehicle back from her.The open Nissan recall on her vehicle should not cause the airbag light to come on We/or a Nissan dealer of her choice would need to perform diagnoses to find out way the light is on.Hope this helps [redacted] Executive AssistantSuntrup Automotive group [redacted] @suntrup.comP [redacted] ***C [redacted]
I am not sure how this misunderstanding occurredI talked with the finance manager and this was a done deal.I have attached all of her signed documentsWe definitely had authorization from her to check her creditIt is no longer a deal due to the customer not wanting to proceedBut we did not do anything that is not processing of a credit applicationThere is no further action on our part on this issue[redacted] Executive AssistantSuntrup Automotive group [redacted] @suntrup.comP [redacted] ***C [redacted]
Complaint: [redacted] I am rejecting this response because: The finance officer, [redacted] , never asked me if I wanted an extended warranty/service agreement He never informed me that he was adding the cost of an extended contract/service agreement to the loan I was given several forms to sign on the date I purchased my car and ALL of them showed a higher starting price than the final agreed upon purchase price I admit to having some responsibility in that I did not go over the loan agreement with a fine tooth comb, and discovering that the contract had been added without my consent However, the nature of my complaint is that the contract has not been cancelled as requested I notified [redacted] on April 11, 2016, (the Monday after I discovered what he had done), that I wanted immediate cancellation of the contract He assured me that he was going to cancel the contract, but it appears he made no effort to do so While I believe Mr [redacted] intentionally tried to scam me, my desired goal is to have the contract cancelled, which is my right within days of the date of the contract Mr [redacted] ' failure to process the cancellationafter he told me twice that he was going to, is further proof that his intentions were dishonest and deliberate Sincerely, [redacted] ***
Te The Lifetime Powertrain Program , which is given completely free to the customer, clearly states that the transmission fluid and coolant need to be changed at 30,000, 60,00,90,The customer even admits that it should have been done and that she did not do itThe current issue she is having cannot be covered by warranty, however the Service Director has spoken with the company that administers the programBecause Mrs [redacted] purchased vehicles, they will re-instate the program allowing the customer to catch up on all her missed servicesBut again, the program will not cover the current issue the vehicle is experiencing [redacted] ***Service Director [redacted]
I am afraid we do not have a solution to resolve this complaint.Maybe there has been a mis communicationThe customer has been invited to come in a sit down with [redacted] ,the general manager and has declined twiceHis # is [redacted] ***
Final Consumer Response / [redacted] (3000, 6, 2015/04/20) */ Two days after we filed this complaint, Suntrup finally provided us with the papers. They instructed us that we should forward a receipt for the late fee and they would reimburse us.
Initial Business Response / [redacted] (1000, 5, 2015/04/20) */ This customer brought her vehicle back to the dealership where we installed the door handles, took apart the console to find the air freshener, changed her oil, and washed her car all at no cost. We also provided her a rental car at no cost... while we worked on the vehicle. Despite some initial delay in getting the part, we have complied with all her requests and consider this matter fully resolved.
I am sorry for over all the lack of communication. If you truly called that many times with no response .I am mailing you your contracts.I have also attached copies.The one you did pay for that is an extended warranty. For this you would need to have repaired done at a Nissan dealership not... necessarily ours.The one you did not pay for the Power train warranty is a loyalty warranty services must be done at our dealership at specified times in order to keep it valid.The one you paid for was signed but if you would like to cancel that can be done just call the finance manager [redacted] at [redacted] ***The general manager is [redacted] cell # is [redacted] . [redacted] Executive AssistantSuntrup Automotive group [redacted] @suntrup.comP [redacted] ***C [redacted]
We are very sorry that [redacted] is having issues with her Nissan Rouge.We at Suntrup automotive group have followed all of the procedures instructed by Nissan corporate to resolve her concern.The rental charge was an oversight and it was credited when the customer paid for other work.Currently there are no failures on the vehicle that can/need be corrected .The complaint there fore should be addressed to Nissan corporate the maker of the vehicle.Nissan consumer affairs is [redacted] [redacted] Executive AssistantSuntrup Automotive group [redacted] @suntrup.com P [redacted] ***
Tell uThis complaint had already been addressed by our sales manager.We have done what we said we would do for the seats.The sales manager says the salesman ordered the key months ago The customer,Mr[redacted] has made appts to program the key and failed to show up for them,The gift card has been processed.Please if there are any questions or to make appt call [redacted] the general manager @ [redacted] If he is unavailable call ask for service to schedule appt for the key.Thank you [redacted] s why here...I sent this response on 3/28/to the Revdex.com
Initial Business Response / [redacted] (1000, 5, 2015/07/16) */ Contact Name and Title: [redacted] Service Direc Contact Phone: XXX)XXX-XXXX Contact Email: ***@ [redacted] .com The vehicle was towed in on Monday morningIt was diagnosed Monday late afternoon and the initial repair that was covered by the warranty company was done on TuesdayThe customer also received a rental car that was also covered by the warrantyThere were additional repairs needed to fix the vehicle properly that were not covered by the warrantySpark plugs, which are a maintenance itemmaintenance items are not covered! The customer declined the additional needed repairsThe vehicle was returned to the customer on Tuesday eveningI feel that the Suntrup organization went above and beyond to get the vehicle repaired as quickly as possibleDropped Monday repaired and returned by Tuesday and the customer in a free rentalI am not understanding the issue and what Mrs [redacted] complaint is? We could not find any records of an appointment but still repaired the vehicle in days
Initial Business Response / [redacted] (1000, 5, 2015/11/02) */ Suntrup Nissan is very sorry for any miscommunication that has happenedI have searched the deal and cannot find any documentation that says we were to pay your sales taxI have a copy of the We Owe, the front of the deal jacket, the buyers order and the finance contractPlease see attached
Initial Business Response / [redacted] (1000, 21, 2015/11/11) */
I am sorry the customer was so upset it is the adviser's job to adviseThe customer does not have to follow his recommendationIt was explained to the customer that it was the correct thing to dohowever that being saidit is not worth it to us for her to be so upset about itWe are in the process for refunding the customers $The other $was merely her deductible which she would owe per her extended warranty agreementI hope this resolves this matter.Please feel free to contact me if you have further questions[redacted] Executive AssistantSuntrup Automotive group [redacted] @suntrup.comP [redacted] ***
I am so sorry that this has been overlookedI spoke to both the Sales manager & the Service manager neither were aware of the issueI have been assured that the customer will be contacted todayWe will get this issue resolved in the quickest manor possibleIf you are not contacted today or just to give you a good contact.Do not hesitate to call me[redacted] Executive AssistantSuntrup Automotive group [redacted] @suntrup.comP [redacted] Ext ***C [redacted]
I spoke with Mr [redacted] Via E-mail.I contacted our service director and had him go over all the circumstances of this issue.The service manager was not wrongOur policy on the part warranty is months or thousand miles for customer payThis repair was a partial good will from Nissan it has been month's and thousand milesThere is no warranty to cover your repairDuring this period we have not been servicing the vehicle so we have no record or account of who has or what has been worked on since our repairThat being said We value how you feel about our dealership and as a good will gesture we would be willing to participate in your out of pocket expense in the amount of $[redacted] Executive Assistant Suntrup Automotive group [redacted] @suntrup.com P [redacted] Ext ***
I am so sorry for the communication issueHow frustrating that must have beenI have talked with the customerI gave her a better contact #We have also confirmed all the paperwork to issue the refunds to the lenderThat check will be going out today I will send the customer a copy for her recordsThis seems to have resolved all issues
First of all I am so sorry for any inconvenience caused by delivering the wrong vehicle to youThat is rare and can be difficult to unwind [redacted] says he has contacted the customer about the issues caused by this and is working it all outOur manager has agreed to split the $downpayment owed and pay for all late feesHopefully this addresses the situation if not please contact [redacted] @ [redacted] [redacted] Executive AssistantSuntrup Automotive group [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 Sincerely, [redacted]
I have been in communication with [redacted] ***I have sent you the signed documents for the sale of the extended warranty.I am sorry if she was not aware of what she was signingI am as a representative of this company very upset that her calls and e-mails were not responded to by her finance manager I have not spoken to him he has been out of the office so have no reasoning for itThat does not reflect our business practicesI have attached the full refund of the extended warranty being sent to her lien holderAs a goodwill gesture [redacted] the general manager has invited her to come have her vehicle filled with gas .She has my contact information should she have any further questions
We have not seen [redacted] 's vehicle since NovHer complaint should be addressed to Nissan not SuntrupI do have empathy for the situationHowever we had to seek legal action to get our loaner vehicle back from her.The open Nissan recall on her vehicle should not cause the airbag light to come on We/or a Nissan dealer of her choice would need to perform diagnoses to find out way the light is on.Hope this helps [redacted] Executive AssistantSuntrup Automotive group [redacted] @suntrup.comP [redacted] ***C [redacted]
I am not sure how this misunderstanding occurredI talked with the finance manager and this was a done deal.I have attached all of her signed documentsWe definitely had authorization from her to check her creditIt is no longer a deal due to the customer not wanting to proceedBut we did not do anything that is not processing of a credit applicationThere is no further action on our part on this issue[redacted] Executive AssistantSuntrup Automotive group [redacted] @suntrup.comP [redacted] ***C [redacted]
Complaint: [redacted] I am rejecting this response because: The finance officer, [redacted] , never asked me if I wanted an extended warranty/service agreement He never informed me that he was adding the cost of an extended contract/service agreement to the loan I was given several forms to sign on the date I purchased my car and ALL of them showed a higher starting price than the final agreed upon purchase price I admit to having some responsibility in that I did not go over the loan agreement with a fine tooth comb, and discovering that the contract had been added without my consent However, the nature of my complaint is that the contract has not been cancelled as requested I notified [redacted] on April 11, 2016, (the Monday after I discovered what he had done), that I wanted immediate cancellation of the contract He assured me that he was going to cancel the contract, but it appears he made no effort to do so While I believe Mr [redacted] intentionally tried to scam me, my desired goal is to have the contract cancelled, which is my right within days of the date of the contract Mr [redacted] ' failure to process the cancellationafter he told me twice that he was going to, is further proof that his intentions were dishonest and deliberate Sincerely, [redacted] ***
Te The Lifetime Powertrain Program , which is given completely free to the customer, clearly states that the transmission fluid and coolant need to be changed at 30,000, 60,00,90,The customer even admits that it should have been done and that she did not do itThe current issue she is having cannot be covered by warranty, however the Service Director has spoken with the company that administers the programBecause Mrs [redacted] purchased vehicles, they will re-instate the program allowing the customer to catch up on all her missed servicesBut again, the program will not cover the current issue the vehicle is experiencing [redacted] ***Service Director [redacted]
I am afraid we do not have a solution to resolve this complaint.Maybe there has been a mis communicationThe customer has been invited to come in a sit down with [redacted] ,the general manager and has declined twiceHis # is [redacted] ***
Final Consumer Response / [redacted] (3000, 6, 2015/04/20) */ Two days after we filed this complaint, Suntrup finally provided us with the papers. They instructed us that we should forward a receipt for the late fee and they would reimburse us.
Initial Business Response / [redacted] (1000, 5, 2015/04/20) */ This customer brought her vehicle back to the dealership where we installed the door handles, took apart the console to find the air freshener, changed her oil, and washed her car all at no cost. We also provided her a rental car at no cost... while we worked on the vehicle. Despite some initial delay in getting the part, we have complied with all her requests and consider this matter fully resolved.
I am sorry for over all the lack of communication. If you truly called that many times with no response .I am mailing you your contracts.I have also attached copies.The one you did pay for that is an extended warranty. For this you would need to have repaired done at a Nissan dealership not... necessarily ours.The one you did not pay for the Power train warranty is a loyalty warranty services must be done at our dealership at specified times in order to keep it valid.The one you paid for was signed but if you would like to cancel that can be done just call the finance manager [redacted] at [redacted] ***The general manager is [redacted] cell # is [redacted] . [redacted] Executive AssistantSuntrup Automotive group [redacted] @suntrup.comP [redacted] ***C [redacted]
We are very sorry that [redacted] is having issues with her Nissan Rouge.We at Suntrup automotive group have followed all of the procedures instructed by Nissan corporate to resolve her concern.The rental charge was an oversight and it was credited when the customer paid for other work.Currently there are no failures on the vehicle that can/need be corrected .The complaint there fore should be addressed to Nissan corporate the maker of the vehicle.Nissan consumer affairs is [redacted] [redacted] Executive AssistantSuntrup Automotive group [redacted] @suntrup.com P [redacted] ***
Tell uThis complaint had already been addressed by our sales manager.We have done what we said we would do for the seats.The sales manager says the salesman ordered the key months ago The customer,Mr[redacted] has made appts to program the key and failed to show up for them,The gift card has been processed.Please if there are any questions or to make appt call [redacted] the general manager @ [redacted] If he is unavailable call ask for service to schedule appt for the key.Thank you [redacted] s why here...I sent this response on 3/28/to the Revdex.com
Initial Business Response / [redacted] (1000, 5, 2015/07/16) */ Contact Name and Title: [redacted] Service Direc Contact Phone: XXX)XXX-XXXX Contact Email: ***@ [redacted] .com The vehicle was towed in on Monday morningIt was diagnosed Monday late afternoon and the initial repair that was covered by the warranty company was done on TuesdayThe customer also received a rental car that was also covered by the warrantyThere were additional repairs needed to fix the vehicle properly that were not covered by the warrantySpark plugs, which are a maintenance itemmaintenance items are not covered! The customer declined the additional needed repairsThe vehicle was returned to the customer on Tuesday eveningI feel that the Suntrup organization went above and beyond to get the vehicle repaired as quickly as possibleDropped Monday repaired and returned by Tuesday and the customer in a free rentalI am not understanding the issue and what Mrs [redacted] complaint is? We could not find any records of an appointment but still repaired the vehicle in days
Initial Business Response / [redacted] (1000, 5, 2015/11/02) */ Suntrup Nissan is very sorry for any miscommunication that has happenedI have searched the deal and cannot find any documentation that says we were to pay your sales taxI have a copy of the We Owe, the front of the deal jacket, the buyers order and the finance contractPlease see attached