Complaint My service appointment for an oil change was on Aug 25th 2015 and I dropped off my car at approximately 08:15 AM. The service advisor called me later that morning to explain to me what the technicians thought that needed to be repaired on my car. One of the issues was replacing my tires. After a few calls back and forth, I agreed to replace my tires with the same tires that were currently on my car. There were a number of service customer experience issues with this visit including follow up and the car not being ready at the time that was discussed. Those issues are minor compared to post picking up the car. My invoice stated that I received ****** tires but my car had a ****** ******** tires which is a lower priced **** ***** What was on my car previously and what I thought I was receiving was **** **** ***** *** which are stock tires for Nissan Maxima. So what was actually on my car and on the invoice was did not match and was not what I was expected to receive. It makes me question if this was to not honor the 2 year road hazard and lifetime rotation of the tires or if they were able to charge me more for putting ****** since these are generally more expensive. The day that I picked up my car, I was headed out of town to *** *****. While driving down Lake Shore Drive, my car started to make a noise and shake. This progressed as I kept driving and I placed a call to the dealership immediately. The shaking and noise got so bad that I did not feel comfortable driving anymore and pulled over on Lake Shore to check the tires. I could not see anything visually wrong with them then decided to grab my tire lug nut wrench to check things over. My front driver wheel nuts were not securely tightened. I had to physically turn the tire wrench on each of the lug nuts a full 3-4 turns to secure them. My instincts to pull off of the road to check the lug nuts could have saved my life. The level which the lug nuts were tightened was so poor that I have zero doubt that my wheel would have fallen off had I kept driving resulting in endless possible catastrophes including major injuries to myself or others and death. I informed the dealer immediately after my car was shaking and also another call after I had tightened my lug nuts. Their responses and handling of this situation is not urgent and unacceptable. I had spoken to their service manager who promised to sit down with me and discuss the situation. I have yet to hear back from him after three calls directly to him and I left three voicemails. When purchasing new tires, you expect and count on the road hazard warranty and lifetime rotation. All of which is an additional cost should you have to bring it elsewhere. At this point, I neither trust nor care to do business with this dealer ever again.
Desired Settlement I believe that this situation could have been rectified with the dealership personally and without a formal complaint. My life was at danger due to a mistake on their end and there was no empathy for this. I am looking for a full refund of services and goods purchased on this visit. Having to service these tires elsewhere and not having the two year warranty for the tires purchased (which is not what is referenced on my invoice) will be all fresh costs out of my pocket.
Business Response Contact Name and Title: ****** ******** G.M. Contact Phone: XXX-XXX-XXXX Contact Email: *********@******.com
The original tires on this customers car were ******** tires when new. We installed comparable ******** tires as per standard operating procedures and estimate. The invoice given to the customer states ****** because ******** is owned by ****** and invoices show ********** even when ********** Tires" are used as this is how we get invoiced from the manufacturer. Our service manager, who contrary to claims in this complaint, has been in many lengthy conversations explaining this and other points in infinite detail. Customer had concerns with her "Road Hazard" warranty being carried over to her new tires which was explained to her as being a "non issue" and we would be more than happy to provide this in writing. Customer had asked for a full refund claiming her wheel lugs were not tightened properly. This is simply incorrect. Our service manager oversaw this vehicles wheel lugs being properly installed, torqued, tightened, and road tested as per factory guidelines while he was standing next to the vehicle waiting for its completion. He did this in order to make certain the customer, who was here waiting at the time, would get the vehicle as soon as it was completed. Furthermore the technician who completed this job is a Union Certified Master technician with an impeccable unblemished record of service. When our service manager became aware of the complaint he reviewed all of the customers concerns with both adviser and technician, found nothing out of order, spoke to the client, and offered a refund of labor as a "good faith gesture." He offered "good faith" for the slight miscommunication regarding the installed tire brand/invoice not because of improper installation of lugs. The customer neglected to mention they drove this car home after leaving our dealership and the "loose lugs" did no occur until the following day. This further proves the lugs in question were installed properly as this issue would of surfaced on the drive home if improperly installed. We have no way of knowing what actually happened to the lugs, can only theorize, but we do know beyond a shadow of doubt they left our shop properly installed. In closing to show our adamant pursuit of customer satisfaction, the offer of free labor still stands. If customer is unhappy with the installed tires we will offer a full credit towards the purchase/exchange of any other tires we offer with again no labor charge. We do feel the need to stand our ground on "no additional refund" as we have done nothing wrong and desperately tried to help this customer in every way humanly possible. We hope our customer will understand that we properly serviced this vehicle and will hopefully return to us for all future service needs.
Consumer Response (The consumer indicated he/she DID NOT accept the response from the business.) The tires that were on my car were ******** ***** *** and I was specifically told I was getting the same tires that were on my car, not a comparable tire. There was no explanation ever given that the reason my invoice states Dunlop is because it is owned by ********* If I had been given this information, I would have never stated it in my complaint. In fact, when I picked up my car on the morning of August 27th, I stated "Oh my invoice says ****** but I thought I was getting ******** tires". He then stated "What is wrong with ******* I have those on my car and they are good tires". All while the service manger was standing right there and no one offered the explanation that it says ****** because they are invoiced this way from the manufacture. I spoke to the service manger one time on Friday afternoon on August 28th around 3pm. Speaking to someone once on the phones is not a few times as stated in their response. That conversation ended with me stating my concern about how my invoice references ****** and not ******** which is on my car. He did not offer an explanation to this. Instead, he asked when I was coming back into town, gave me his cell phone number, and said give me a call and we will sit down when you are back in town to discuss all of these matters. As stated, I have called three times and left three messages and have yet to hear back.
I live 5.7 miles away from this dealership taking small roads not going more than 40 miles an hour. When I picked up the car the morning of Aug 27th, I parked the car and did not drive it until I was headed out of town. The shaking and noise surfaced when I was on Lake Shore Drive and that is when I placed my first call and left a message for a service advisor. I then called again and left a message directly on the service manager's voicemail after I had pulled onto the shoulder of Lake Shore Drive before the entrance to highway ** to tighten my lug nuts. It was ****** not the service manager who called me back as my initial call ended up on her voicemail box. I explained the issue to her and she said she wanted to speak with the technicians then call me back. When she called me back, she didn't disclose what the technician said. When I arrived to pick up my car a little after 5:00 pm on Wednesday Aug 26th, it was not ready. The service manger went back there and added two more technicians to work on my car. ****** also confirmed that there were three technicians servicing my car that evening and then this was also confirmed when I spoke to ****** that Friday. The dealer neglects to mention this fact and just states that there was the one Union Certified Master technician that was working on my car. With so many hands on deck, clearly a mistake could have happened. The dealer refutes this claim but I was the one with my life in danger and pulled over on the shoulder of Lake Shore Drive tightening my lug nuts.
Let me go over the timeline of these events. I dropped off my car the morning of August 25th around 8:00 AM. I agreed to replace my tires after back and forth calls with the advisor and the service advisor explained the tires would need to be ordered and my car would not be ready until the next day. Fine, but it was promised to be ready on August 26th. Not hearing from the dealer and expecting my car to be ready, I show up at the dealer on August 26th a little after 5:00 PM. The car is not ready. I explain that I need to get to a workout class that is scheduled at 6:45 PM that evening. Failure to show to this class would be a fine to me. ****** puts me in a rental car, a black 2015 Nissan Altima and I agree that I will pick my car up the next day as by the time I get done with the workout class it would be too late. ***** was the one who helped me with my paperwork for the rental car. Hence, I did not wait on my car to be finished as stated by the dealer. They should have record of the car they rented me and I can provide proof of this workout class on August 26th. I picked up my car the next day on August 27th a little after 7:00 AM. I used my credit card which shows the date and time it was swiped on my receipt. The issue was then reported to the dealer the same day of pickup after I got onto Lake Shore Drive. I can provide phone records and proof of every single call for the date and times and the dealer should have records of the rental and credit card transaction. I did not report this issue the following day as stated by the dealership. I do not accept this response as a number of statements made in their response is inaccurate including trying to help me, the customer, in every way humanly possible. The matter was treated without any humane consideration for how the customer felt being in danger and the engagement after the issue was reported.
Final Business Response I feel every offer(s) given in response to complaint were reasonable. Appearantly they have been deemed unreasonable by the bearer of this complaint ,therefore, I would be happy to offer a full refund for tires and instalation upon return of tires installed.
Final Consumer Response (The consumer indicated he/she ACCEPTED the response from the business.) I will agree to the full refund once the tires are returned. It is best to sever ties with the dealership. I am travelling through early next week. Once I return, I can make arrangements to return the tires. Who do I contact to set up the return and refund?
Complaint I found the car online. The price was $31,000. I contacted the dealer who confirmed by phone AND email that was the price. I purchased an airline ticket to fly to Chicago and pick up the car. When I arrived they said I had to pay an additional $1295 for a non-optional extended warranty. This was never disclosed during negotiations. I was simply quoted a price and wanted to pay that. But after investing in a plane ticket and a whole day of travel, I could either figure out how to get back home or buy the car for the inflated price. I did not ask for, did not want and was not told about the added cost until I after I had invested significant time and resources to purchase the car.
Desired Settlement I would like a refund of the amount they added to the purchase price that they quoted me. The added amount was $1,295.
Business Response Contact Name and Title: ****** ******** G.M. Contact Phone: XXX-XXX-XXXX Contact Email: *********@******.com The ********** Mr **** purchased from MCN was a very recent acquisition and upon being informed a customer was coming in from out of town to purchase all efforts were made to put the vehicle through service, reconditioning, and detail in the most timely fashion possible. The additional fees attached to the purchase price were charged to pay for reconditioning, detail, service work, and certification inspections. Our online pricing is done automatically and after a car is serviced prices are adjusted to cover costs. Since Mr **** purchased the vehicle before the adjustments were made online, the additional fees had to be on a separate line. We would be willing to refund him for these fees amd feel it would only be fair for Mr **** to be so kind as to remove all of his negative online posts regarding this transaction and our dealership. For the record prior to receiving this BBB complaint I had already reached out to Mr **** with my contact information assuring him I would make sure he was happy.
Consumer Response The consumer indicated ONLINE that the business responded to this complaint to his/her satisfaction. He/she also stated: When asked to respond to this claim the dealer refunded the upcharge. I received the check yesterday. So my complaint is withdrawn.
Complaint I have been attempting to collect a vehicle warranty refund from Mid City Nissan with no luck. The warranty company provider ******** ***** ***** when I called them the representative said the refund was filed and processed around Feb 2015 and sent out to Mid City Nissan. I have been in contact via email with **** **** who said his office was going to send out the refund on the 15th of April and after multiple follow up emails I have not received any verification it was actually sent out. If it was sent out on the 15th of April I should have received it by now and I feel because they are not returning my emails and being straight forward it was never sent to begin with. I have also received an email from **** saying I should expect a refund of $1,550.00. I asked the representative from ******* ***** **** what I need to do now and they said I need to take up any further issues with my refund through Mid City Nissan because *** sent out the refund to them. Furthermore by **** **** saying in an email response his office was going to send out the refund on the 15th of April shows and proves my case. Product_Or_Service: Vehicle Extended Warranty Account_Number: XXXXX
Desired Settlement Full refund of the amount stated by **** *****
Business Response Contact Name and Title: ****** ******** Contact Phone: XXX-XXX-XXXX Contact Email: *********@******.com Our office applied for and sent refund as promised. Records indicate a refund of $1565 was issued on 4/15/15 and a check for that amount was in fact cashed by customer who has filed this complaint. We are quite puzzled with this complaint and have all paperwork to prove our case. If your office should request them we would be happy to oblige.
Consumer Response Hello this is in reference to the business name of Mid City Nissan. I have been trying to select the option for resolving this current dispute and for some reason my computer keeps freezing up on me. I am happy with the results of this dispute and would like to cancel it.
Complaint I was at the Nissan Mid City dealership service department on December 30, 2013 to get an oil change for my 2007 Nissan Sentra. The passenger side mirror was broken and mirror cover was damaged by a mechanic who was driving the car out of the garage. On the same day, the dealership replaced the broken mirror but put the damaged mirror cover back on the car. I was told by the service manager, ***** ******* that mirror cover would need to be ordered and painted and that it would take a couple of weeks to get the new part. On January 13, 2014 I called ***** to check on the status of the part. He told me he would follow-up and call me back. He has not called me back. On January 20, 2014 I talked to the dealership manager, ****** *** about the broken mirror and damaged side mirror cover and that I had not heard back from ***** ******* The dealership manager told me he would follow-up and call me back. As of today, February 7, 2014 I have not hear back from either manager regarding the status of replacing the damaged side mirror cover that is on my car now.
Desired Settlement I would like the dealership to replace the passenger side mirror cover that was damaged by the mechanic driving my car out of the garage.
Business Response Contact Name and Title: ****** ******** G.M. Contact Phone: XXX-XXX-XXXX Contact Email: *********@******.com Called Ms ***** and made arrangements for her to come in and have her car repaired. Due to the misunderstanding I will provide Mrs ***** with a loaner car free of charge while her car is being repaired and will pay for a complete detail as our way of apologizing for damaging her vehicle and not taking care of her right away.
Consumer Response (The consumer indicated he/she DID NOT accept the response from the business.) I called ****** ******** on Wednesday, February 12th to follow-up on his commitment to take care of my car right away as stated in his call to me on Saturday, February 8. He gave me his cell phone number to call him when I was ready to bring my car in for repair. When I called him on Wednesday, February 12 to make arrangements to bring my car in for repairs I asked about the status of the part and when could I bring my car in. He told me he would need to talk to the service manager and call me back. As of today, Wednesday, February 19th I have not heard back from Mr. ********* At this time I do not feel Mr ******** will honor his commitment to repair my car, which is the priority for me. At this time I am asking that the dealership reimbursment me for the cost of the part and labor in order that I can move forward with repairing my car. The dealership has had almost two months to fix my car.
Final Business Response We will send a service representative out to Mrs Smiths business location, give her an estimate on cost of repair, and at that time she can decide to either take a check for damages or have her car repaired. We will call her prior to coming out as to make sure her and her vehicle we will be available.
Final Consumer Response (The consumer indicated he/she DID NOT accept the response from the business.) As a customer, after 2 months of communicating about this issue it is my expectation, that when I call you and ask what is the status of the part and when can I bring my car in, you will have an immediate answer and not the (same old, same old) let me check and I will call you back. For this reason I have no confidence that this issue will be resolved in an appropriate and timely manner. Going back and forth with you like this, is causing frustration and stress for me. With that said, the reimbursement of parts and labor is the preferable solution for me at this time. Again the passenger side exterior view mirror and assembly was damaged, the mirror was replaced the same day, but put into the damaged mirror assembly and cover, which are the parts that I have been waiting to receive. If you have ordered the parts then you know the replacement costs and it should be no problem for your service department to determine the labor costs. In addition, the service advisor, who assisted me in December, ***** ******** can provide some additional details regarding the damages. I have included a picture (taken at the service dept.) that might help you. At this point I feel you should already have an estimate of damages. If it is necessary that you see the car please meet me at my business location, **** ** ******* **** I am available from 11AM-3PM, Monday-Friday. Again my phone number is XXX-XXX-XXXX and business phone is XXX-XXX-XXXX. If you feel you are unable to resolve this issue can you please refer me the national headquarters for Nissan. Otherwise, please mail reimbursement. I seriously would like to put this behind me. Thank you.
Complaint I traded in my car ***** ** ****** )on ******* 14, 2014. The dealer agreed to pay off the loan for the amount of approximately $8,100.00. On January 28, 2014, I took the car back I had initially purchased back to the dealer and got a different one. The agreed upon trade with my stayed the same even though I drove away with a different car, but as of today ***** 6, 2014) the loan is still outstanding. I am now liable to take a 30 day credit hit due to the lack of timeliness that the dealer is taking to pay the loan. I have received several calls from the credit union notifying me that they have not received a payoff as of yet though the dealer reassures me they sent a check overnight on ******** 3, 2014. Through multiple calls to dealer, I mostly get answering machines with unanswered messages, or excuses that this kind of thing takes time. Its time to start seeing results.
Desired Settlement I just want my loan paid off in a timely fashion without taking a hit to my credit.
Business Response We have received Ms. ********'s inquiry regarding the payoff due on her 2007 ** ******* As indicated in her complaint, Ms. ******** ultimately purchased a 2012 Nissan ***** on January 28, 2014. Mid City Nissan subsequently processed the payoff on her trade in on February 3,2013. As of February 10, 2014 the payoff to ******** ****** ***** has cleared our bank and thus should be processed against her outstanding loan by the credit union. We apologize for any confusion this may have caused Ms. ********. Please feel free to contact me if you should have any additional questions. Thank you, ****** ***** Mid City Nissan
Final Consumer Response (The consumer indicated he/she ACCEPTED the response from the business.) While the check was sent and received by the bank in which my loan was held, I find the amount of time and hassle on my part it took to complete this simple task utterly unsatisfactory. The fact of the matter is that I could have hand delivered the check to the bank more quickly myself, and the amount of time I lost on the phone between the two parties trying find out what was going on, etc. can not be returned. I do not find the so called "reason" for the delay confusing. What I do, however find confusing is a commitment to quality customer service, then obviously failing to deliver on that promise.
Complaint Dealer quoted an internet price of $13,973 for car via email. Dealer further provided info re tax, tags, title costs so I figured total price to be approximately $15,700. After test drive, dealer raised price of car to over $20,000. Classic bait and switch.
Desired Settlement No settlement. People should be aware of their bad faith practices.
Business Response Contact Name and Title: ****** ******** G.M. Contact Phone: XXX-XXX-XXXX Contact Email: *********@******.com Price in question was a 2015 ***** **** with a list price of $17,640. Our customer was given an online price quote of $13,937. The quote given clearly states the price includes all rebates which totaled $1900.00. We are more than willing to sell the vehicle for the price quoted as it is written in our quote. I would like to offer an invitation to our customer to visit me personally and rectify any grievance he may have. I was quite surprised to read this complaint as this customer in particular visits our dealership often. He has shopped our prices on a fairly frequent schedule to which we have never known him to be unhappy with us in any way.
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