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Complaint Work not performed to satisfaction. Told car was OK to drive when it wasn't. Extreme damage done to car from unsatisfactory work. On June 15, at 11:30 am, I took in my car for service. Just routine maintenance, a timing belt replacement and a valve adjustment. The tech was having problems adjusting the valves. The service manager told me that my camshafts were pitted and needed to be replaced. He said if we did not replace them, it would be OK to drive, it would just be noisy. Since we were thinking of trading in the vehicle in the fall I told him not to replace the cam shafts. They did offer us a rental car since the job was taking so long. I was called on Friday, June 2 at 4:00 pm stating the car was ready for pickup. I returned the rental and picked up my car and drove it home. On the way home, the car misfired, stalled and the check engine light came on when stopped at an intersection up the street from my house. I coasted it down the road to my driveway and I immediately called the service manager and had to wait on hold for 20 minutes. While I was waiting, I popped the hood and found that the timing belt inspection cover was not on the timing belt cover. There was also a bracket lying on the top of the firewall that was not reinstalled from wherever it came from. When the service manager came on the line, I told him what had happened and he told me the service tech was about to leave for the weekend and to bring in the car on Monday morning. I explained to him how we had to go to the airport on Saturday and take my kids to camp on Sunday and needed the car on the weekend. The service manager again told me it would be OK to drive over the weekend. My wife took her sister, our kids and her kids to a movie that night and the car did the same thing twice before arriving at the theater 2.5 miles away. I sent the service manager an email Friday night saying that the car had done the same thing again. The service manager was working on Saturday but did not respond to the email about the car stalling again. We were driving to airport in Nashville when I heard a chirp, the power steering jerked and the engine died. We coasted to the side of the road where we had to contact **** to get my sister-in-law and her kids to the airport. I contacted the service manager telling him the car had died and that my wife and I and three kids were stranded on the side of the interstate. He gave us the name of a tow truck company to call. We called the tow company and they arrived two and a half hours later. It's not the greatest thing to be stuck on the side of I-40 with your wife and three kids for that long in 90 degree weather. A friend picked us up and took us home. The car was towed back to the dealership and opened up again on Monday, June 20th. I was told that the new timing belt was trashed and that one of the camshafts had seized. The valves were damaged and there was probably some internal engine damage as well. They recommended that I pay for a used engine that they would install. Telling me they could do that job for me for $5,000 plus tax. I paid nearly $1,400 for a routine maintenance job which was done wrong. I was told it was OK to drive my car with the camshafts as they were, it would only be noisy. I informed them of an issue immediately after I got my car. Again, a second time, I was told it was OK to drive my car. I sent an email saying the issue was continuing. I received no response. My car never had a mechanical issue in 246,000 miles. An alternator, power steering pump, half shafts and other normal wear and tear items, brakes and tires, etc. Now Mathews Nissan is not taking any responsibility for this issue.
Desired Settlement I would like for them to replace my engine since the work they did caused catastrophic failure and I was told on two separate occasions it was OK to drive. I also sent an email with no response which also tells me it was OK to continue to drive.
Business Response Our Service Manager, Mike F*****, was on vacation when this incident took place. He and the dealership are very sorry he had to experience all the troubles he did.
Mike spoke with Mr. **** yesterday. He was told by our service advisor that Mr. **** declined further repairs during his first visit when we recommended the camshafts be replaced. At this point, Mr. **** has brought his vehicle back to our service department. We are replacing the engine with his approval. All money paid during his first visit is going toward the cost of the engine. Mike has also provided Mr. **** with a complimentary rental car while the parts are being ordered and the engine is being replaced.
We appreciate Mr. ****'s business and patience with us through this misunderstanding. At this time, Mike and the service department are working diligently to help Mr. **** and hope to continue working with him in the future.
Complaint No tags for my vehicle. My husband and I purchased a used truck from this dealership on approximately September 22, 2015. It is now almost 60 days and our second temporary tag is getting ready to expire. When my husband stopped in to check, since our cell phone numbers changed he was told that the tags are still not in. We do not know what is going on or why we are so far out and still do not have tags. This dealership charges you to register your car but in our cases they evidently have not done so. We have made our first payment which was scheduled 45 days out and are about to make a second one put we have a temporary tag on the truck. Another thing that I would like to add is that the finance company almost denied our loan because the dealership never got my pay information so I had to send that to them myself. This entire contract has been mishandled by the personnel of Matthews Nissan and I would not recommend them to anyone ever. The only reason we are keeping the vehicle is because we paid $4000 down on it and did not want to go through all of the hassles of the refund because Matthews Nissan told us that our finance company would charge us if we did but the finance company said that was untrue since they did not have a valid loan since my pay information was missing. So, to make this short Matthews Nissan has lied about our deal and still has yet to provide us with tags which now has me questioning information from our contract on the truck.
Desired Settlement First, we would like our tags so that we can stop riding with a temporary plate so we would love to have tags. Secondly, we would like a refund because of the tags not being delivered.
Business Response We regret Ms. ************ is not satisfied with the purchase process at Mathews Nissan, as we are any time a customer is unhappy. She and her husband **** ***** purchased a used Dodge truck from us in September. Initially they wanted to trade in a vehicle in addition to making a $4000 down payment. At the last minute, they chose to only make the $4000 down payment. A few days after purchasing the truck, Mr. and Mrs. ***** wanted to return the truck. At this point, the deal had already been completed and they would forfeit their $4000 down payment. They financed the Dodge with ****** ********** who required additional information, including proof of income in the form of a phone interview with them. She did not bring the needed stipulations to Mathews Nissan. The customers were responsible for completing the phone interview. It is our understanding Mrs. ************ has since provided the needed information to the financial institution. Now that this is completed, the tags for the truck should arrive soon. In this instance, Mathews Nissan was unable to "speed up the process" because we were waiting on the customer to complete the phone interview with ******* We apologize any inconvenience.
Consumer Response (The consumer indicated he/she DID NOT accept the response from the business.) Everything about this response is incorrect. First the salesman Mr. ******* never asked for my pay information so I assumed that my husband's income was the only one used. We did not know that my income was needed until ****** ******* notified us that they needed my income which I had to send to them via email myself, which proof of this has been attached. Because of this paperwork issue I did not want to do business with Matthews Nissan but my husband said otherwise. The other thing is that we only were putting $1500 down and trading in our other car. My husband decided otherwise so we paid the $2500 that they were giving us for the car in cash so that we no longer had to trade the car. As for the reason my tags are not at their offices is because the woman that does the used car tags, I believe her name is *****, said that they, Matthews Nissan, did not send the proper payoff for the previous finance company, ************ Because of this last week when I filed the claim I spoke with her on 11/19 and she said that they had to overnight another $30+ to finish the payoff and then they would receive the required information to send off for our tags. The problem that I have with Matthews Nissan is that they are not telling the truth. It is not my fault that they did not receive the proper documentation because they never asked me for it. The other thing is that as a car dealership they should know how to payoff a loan. In closing, I have shown how Matthews Nissan has not been honest and how they will not just simply accept responsibility for their employees not doing their jobs properly. At this point, we still do not have our tags and we are now on the third temporary tag on our truck. So, buyer beware that they will not properly handle business nor accept responsibility when they do anything wrong. I just hope we can get our tags.
Final Business Response We truly regret that Ms. ************ feels this way. Clearly, there was some sort of miscommunication on our end and/or misunderstanding on hers. We, in no way, intended for this kind of confusion. Our title clerk ***** has confirmed the payoff amount was short when sent to the lender of the truck's previous owners. She spoke with Ms. ************. This payoff shortage was not the fault of our title clerk, but it did cause a delay. With that said, Ms. ******* ******* tags arrived Monday, but we have been unable to reach her to let her know. Her sales person thinks she has a new phone number that we do not have in our records. She is welcome to pick up her registration, or we will be happy to mail it.
Complaint I went to Mathews Nissan on December 18th, and they tried to get me financed for a vehicle without my permission after I told them not to. I went to Mathews Nissan on December 18th, 2013 and was looking into buying my husband a truck. The sales Rep name was ****** ****** I bought my sentra from him two weeks before this date. I asked him not to run my credit and told him I was not planning on financing through them if I chose to purchase the truck. He said okay not to worry about and that he understood. I spent eight hours there that day just looking at trucks for my husband and trying to discuss a reasonable amount. Once we agreed on a price I told him I was going to call my financial institution to try and get my loan approved. I ended up not trying to finance at all and decided I would pay cash. I told him I would be back the next day with cash and we would buy the truck. He said okay but he seemed mad that I didn't buy the truck that same day. The night I got home I checked my credit report because I had a feeling he had tried to get me a approved for a loan without my consent since he was so desperate in trying to get me to buy the car that same night. I was right, he did run my credit through two different banks that night. The next morning he calls me to tell me he has found a bank that is willing to finance me and gave me monthly payments and everything with interests rates too. I raised my voice and got mad and asked him why he did that and how he did that without my permission after I told him not to. He said i wouldn't affect my credit score or show up as hard inquiries on my credit report. It ended up showing up four hard inquiries on my credit report. I was livid. I was not responsible for any of these four hard inquiries. And the worst part was that the second last two were done on December 19th, 2013 when I wasn't even in the building. This was the day after I had left the dealership. I spoke to his boss ****** and he tried to justify what ****** Did. I spoke to the manager there, ***** ******* and he gave me the run around. ignored my emails, and refused to give me what I need which was a letter saying that them running my credit was a mistake. I need this letter form him so that I can send it to the three credit bureaus and get it taken care of and he nor anyone else in that dealership would help me out. Neither would ****** ******* the finance lady. Aldo when I told ****** ***** that I was not interested in buying the car anymore and went in there the next day to get my car fixed he called me a spoiled bratt, because i threw a fit for him funning my credit without my permission and he also told me that I wasted eight hours of his day. He told me that he didn't care who I contacted to complain about him because know one would care about a spoiled bratt like me and he threatened me. He told me that I was an unhappy costumer who was dumb and didn't know what she wanted. He yelled at me and humiliated me in front of everyone that day at the dealership and this was on the 19th. No one thought to help me out or intervene. He had me crying so bad that I couldnt even talk my friend had to talk for me. I think it is very sad that he couldnt even respect me as a customer and simply admit he ran my credit and tried to get me approved for a loan without his permission. He does not care. Ineed a letter from their dealership so that I can send that to the three credit bureaus so they can remove it form my hard inquiries. I have talked to the head of Nissan and he didn't even do anything about it. I feel helpless in this situation and highly mistreated. I can not believe this has happened to me.
Desired Settlement I want a letter typed from their dealership indicating that it was a mistake that they ran my credit on December 19th, 2013 and that I have their permission to remove it and so do the three credit bureaus. they need to include the date that the inquiry was made. which is the 18th of December 2013, the fact that it was not me who inquired about it and that I never wanted a loan from Mathews Nissan finance department, that it was a mistake and to please remove it form my hard inquiries on my credit report.
Business Response After careful research and review, we have compiled factual information pertaining to Ms. ******'s complaint. Ms. ****** did come into Mathews Nissan on December 18 and allowed her credit to be checked for the purchase of the truck she mentioned in her initial complaint. When she left the dealership on that day, she was aware her credit had been submitted. She had an app on her cell phone that allowed her to check her credit. Upon checking it that day, she commented that Mathews Nisan had already submitted her credit and made no objection. In addition to this, Ms. ****** never told her salesperson ****** ***** not to run her credit.
At that point, Ms. ****** discussed possible terms concerning the purchase of the truck for her husband. She chose to contact **** ******* ****** ***** to determine if she would be able to obtain better financing through them instead of financing through Mathews Nissan.
On December 19, Ms. ****** returned to Mathews Nissan with a friend. She complained that the Nissan Sentra she purchased from us a couple of weeks prior was having an issue with the door. At this point, she wanted a new Nissan Sentra to replace hers since she was having an issue with the aforementioned door. We explained that this was not a possibility but could explore other options. Again, she never mentioned her credit being run the previous day.
Ms. ****** was scheduled to return to our dealership on December 20, 2013 to take delivery of the truck. She came and told ****** she had changed her mind about the truck and wanted ****** to "know what it feels like when someone doesn't do what they say they're going to do." It must also be noted that again on this day, she did not make mention of her credit being run.
Under the circumstances that Ms. ****** presented on December 19, 2013, and on subsequent visits, she was treated with the utmost respect in a businesslike manner. As far as her request to rescind the credit pull, Mathews Nissan did not make a mistake by submitting ******** ******'s credit on December 18, 2013.
Final Consumer Response (The consumer indicated he/she DID NOT accept the response from the business.) I did go and pick up the credit application from December 18th, 2013. I apologize for the trouble I do not remember signing it at any point in time on the 18th I clearly remember saying I didn't want my credit pulled so as to why I would have signed it I guess we'll never know. But once again do apologize for the confusion. But I did not get the credit application from December 19th, 2013. My credit was also pulled several times by several different creditors through Mathews Nissan on this date. Mathews Nissan informed me that they did not have a credit application for me for the 19th of December 2013.
Therefore, I am asking that they please help me remove the hard inquiries from my credit report that were made on December 19th, 2013 by writing me a letter giving me their permission to remove those so that I can send those to the creditors to remove them from my hard inquiries and get some pints back on my credit score.
Final Business Response The customer was correctly informed: Once a customer has contacted the Better Business Bureau, we prefer keeping all lines of communication open through them only until the case is closed. This is in the customer's best interest and allows everyone involved to have a documented correspondence trail. With that stated, we are more than happy to provide Ms. ****** with a copy of her signed credit application. She may pick it up at our dealership.
We still maintain our position that no wrongdoing was committed by Mathews Nissan. The customer acknowledged we submitted her credit and did not object.
Complaint Taken advantage of by this dealership! We looked to trade in the dodge we had purchased a while back. It was a great truck but thought a Nissan would be a better fit for my wife. We went to the dealership, talked some numbers and none of them fit our needs. We were looking at a 2013 Nissan Titan. They called us back saying they would give us wholesale value for our trade in (30,000) plus the rebates. They were extremely busy, we were constantly waiting and they finally brought the truck around for us to look at it. I liked what I saw and requested to test drive it and never got the chance to because the salesmen were so busy. They called us back to sign the papers and they were so busy we felt rushed to sign them. We brought the truck home and after a few days realized this truck was not for us. We tried calling to get our truck back and explaining why and no one would help us. We decided to take a look at our contract and realized they only gave us 26000 for our trade in! I went in and the slimy guy told me that with the rebates included it added up to 29000 and that was the moment I realized my family and I have been dooped! There was a verbal agreement with my wife as my witness of 30,000 for trade in as well as the rebates! We do plan to seek a military attorney. We were lied to and rushed out and felt my family has been taken advantage of. I can only hope they do not do this to other families.
Desired Settlement We want our trade-in back or our money back!
Business Response I personally spoke with the customer when he was here. He and his wife left the showroom and called back a short time after. They had decided they were interested in purchasing the truck. We gave them the military VPP discount which is $1500 under invoice. I explained we could offer them $29,000 for their Dodge truck with the available rebates on the Titan included. This is common practice with any dealer. Broken down that is $26,505 trade in allowance plus the $2,500 rebate, totaling $29,505. The customer agreed to this and came back in. They did test drive the truck with another salesman, as theirs was not available. They liked the Titan and requested we add a remote start to the truck. Since they had so much negative equity that was carrying over from their trade-in, I had to contact the bank to make sure they would allow this addition to the truck. The bank approved the remote start. They took delivery of the vehicle that day.
A few days later, the customer called back to say the truck grabbed when they drove it in four-wheel-drive. A salesman ****** explained that you are not supposed to drive a vehicle with the 4X4 setting for everyday use on regular roads. As one knows, this is meant for off road driving or treacherous road conditions. He told them to bring the truck in to service if there were any problems.
I have not heard from the customers since then. If they have decided this is not the truck for them, we can help them trade. Since a contract has been done and money exchanged with the banks, we cannot simply refund them. I am willing to help with this in any way I can. I, myself, am former military (a Staff Sargent in the US Army) and would not take advantage of a fellow military family nor would I want that reputation for this dealership. I have worked for this company for 21 years helping military and local families purchase vehicles and offering military assistance, including discounts, whenever possible.
**** ****** *** *** ***** *******
Final Consumer Response (The consumer indicated he/she DID NOT accept the response from the business.) Being verbally told one thing and putting something different on paper is a very grimy thing to do. It's apparant you aren't willing to fix this. We'd like to know how you could help us trade it in?
Final Business Response The customer had a great deal of negative equity on the truck he traded in, the Dodge truck. That negative equity carried over onto his new loan. This is not due to a "bad deal" on our end. We worked diligently to get him approved with the bank to begin with since he had to carry that over.
According to the service records from 12/26/13, the automatic selector and shift cables had to be adjusted. We truly regret he was inconvenienced, especially on Christmas. This was a minor fix and was covered by warranty. We also regret the customer is unhappy with his purchase. Again, we are unable to simply refund him because he no longer likes the truck. Funds have been exchanged, his trade in paid off, and his current contract locked in with the bank. We are willing to work with him to trade it in.
Complaint Mathews Nissan sold me a used car that they knew needed a new transmission that costs almost waht the car is worth and did not tell me. I purchased an 06 VW Beetle from Mathews Nissan on 19 July 2013. I test drove the car around the block and performed a visual inspection. I asked Mathews Nissan if there were any known issues with the car and they said "Only a scratch on the driver side and a small dent." The next day when my wife was driving to work (a 40 minute drive) the transmission started jerking and bucking. After doing some google searching I found out the many of these VWs with this transmission had bad valve bodies. The jerking and bucking doesn't start until 15-20 minutes of driving and the transmission fluid warming up. My problem with Mathews Nissan is that they had to know the transmission was bad in the car and they withheld that information from me. Now the car needs a new transmission that costs almost as much as the car is worth. I went back to Mathews Nissan iwth the car to see if they would try to make it right. They did not. The sales manager told me that they didn't not know that the transmission was bad and that "you never know when a car is going to break". I find it hard to believe that the car just randomly broke the day after I bought it.
Desired Settlement Mathews Nissan needs to replace my transmission or give me what I paid for the car in trade for one that isn't broken.
Business Response We regret that Mr. ****** is unhappy with his vehicle and has experienced problems with his pre-owned vehicle and certainly understand his frustrations. When Mr. ****** purchased the car, he was aware that it was pre-owned and sold "as is" with over 135,000 miles on it. We insist a customer test drive a vehicle and personally inspect it before purchasing. If there are any concerns, this is the time to discuss it with the salesperson. We never want to sell vehicles with mechanical issues. If there had been any mechanical problems with the vehicle, both Mr. ****** and our staff would have noticed at that time. Furthermore, Mathews Nissan does not intentionally purchase problematic vehicles for resale. Mr. ****** has been a valued Mathews Nissan customer for several years and has purchased several vehicles from us. He should know we do not knowingly sell vehicles with mechanical issues. If Mr. ****** would like to have the repairs done, we would be happy to do them discounted at dealer cost. He would just need to set up an appointment with our service department.
Final Consumer Response (The consumer indicated he/she DID NOT accept the response from the business.) A test drive was conducted. As stated before, the problem with the transmission only occurs after transmission fluids are heated up to operating temperature which is 15-20 minutes. A test drive only lasts 5 minutes. If Mathews Nissan conducted a thorough vehicle inspection on their used vehicles like they claim, then obviously they knew it had a broken transmission. The transmission didn't just happen to break the day I purchased the car. This means to me that they intentionally sold me a vehicle with a broken transmission or they do not thoroughly inspect their used cars as claimed. I will only accept a free repair or a trade in at the full vehicle purchase price as a solution.
Final Business Response We do have the service records that show the used car safety inspection was performed on this vehicle in July 2013. All major components, including the transmission, were thoroughly inspected. This repair order with detailed repairs listed is available if Mr. ****** would like to see it. Again, we do not sell vehicles with mechanical problems. We are willing to perform the repairs at the discounted dealer cost, or our pre-owned car manager is willing to appraise it and determine if we can give him what he paid for it in trade-in value.
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