Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:03/27/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a used Toyota tundra 2008 from Maus Nissan oh, I was told the vehicle went through a safety inspection and when I went to look up at the Toyota truck, I noticed the antifreeze was low and the sales person said they must have missed that and that they would take care of it. I was supposed to pick it up the following day but they didn’t fill the antifreeze so I had to wait one extra day which was fine I said anyway come to find out, it’s a good thing I took out the six-month 6000 mile warranty because the water pump was shot in the radiator cap so it cost me $600 with insurance to fix it the biggest problem I’m having while it was in for service in Brooksville, I asked them about the headlights and they seem bright, but not throwing that much light on the road it’s very dangerous driving at night and so they told me that I could pay to have new headlights installed but I think it’s pretty bad that you sold me a truck you said it went through an inspection and it was leaking antifreeze in the headlights are horrible. I almost got into an accident tonight driving it home. I really would like them to look at my headlights and see what it what they can do to fix it. I think it’s the right thing to do. That’s why I purchased it from a dealer and not a private seller , especially when they said it went through a safety inspection and they did repairs on the truck. I understand it’s a used vehicle but I think as a dealer they could’ve done more about my headlights. I really would just like to fix so I can see you at night.

  Business Response

  Date: 03/29/2023

  Mr. ******* 

  We can see that you are frustrated, and we apologize if you've had a bad experience. We saw this complaint and contacted our Service Team at our Brooksville location, and asked that they reach out to you immediately. We understand that you have since spoke with our Service Manager there, and that we are taking steps to get this situation addressed. We will continue to monitor the progress, and look forward to this being resolved to your satisfaction. Please let us know if you have any other questions or concerns, and have a blessed day.

  With Respect,

  Paul D*******

  Director of Owner Loyalty

  Maus Family Automotive

  ************ ** ****

• Initial Complaint

  Date:02/10/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On November 21 2022 I took my Nissan Pathfinder in to Maus Nissan for a simple warranty battery exchange. Several years earlier Maus installed a Nissan Battey a Group 24F with 575 Cold Cranking Amps. I brought the car in and was told 50/50 on the cost of a replacement battery per the warrany.. I also requested a premium oil change.
  When I returned home I inspected the work and found Maus installed a smaller less expensive battery a group 35 with 550 Cold Cranking Amps, additionally the wrong oil and filter. The vehicle calls for 5w 30w weight conventional oil. Maus installed straight 20 weight synthetic a non Nissan oil filter as well as also added an additive I did not request at no cost. Now I called and spoke to Maus and was told to bring the car back in again, Maus admitted the error on the oil change and would correct however they would not give me an answer on why a smaller battery until I arrived. When I arrived the service manager stated the battery Maus intially installed several years ago (Always had the group 24f -575 Cold Cranking Amps) was the wrong battery and initally refused to put back in what was taken out. I stated this was unacceptable. I have owned this car brand new since day one. Maus instied that if I want the same battery they are absolutly refusing to warranty the battery. I told them to put back what was there. After another incorrect battery was installed before I left I was quite annoyed and now would have to come back again athird tine to have as they state "The worng battery installed". Fact a battery can have higher CCA but not lower as they installed, group 35 is smaller with less life. installing a larger battery will not cause any damage to the battery or the charging system. I am requesting Maus put in writing that the battery ( Group 24f 575 CCA) will be covered under warranty. One last Maus prorated a more expensive battery and installed a cheaper one so I am confused on what I paid 130 dollars for..

  Business Response

  Date: 02/10/2023

  Good afternoon,

  We see that there seems to be a lot of confusion over the battery that has been installed.  We would have no problems at all with making sure you have the correct battery installed and continuing the warranty forward.  I have called Tom, but there was no answer so I left a message for him to call me.   We will make the situation right for the guest and make sure they are happy.  My name is Cory, and I can be reached at ************* *** *****  ************************ 

  Thanks, Cory

  Customer Answer

  Date: 02/10/2023

  
  
  Complaint* ********
  
  
  
  I am rejecting this response because:
  
  
  
  Sincerely,
  
  
  
  ****** ******

• Initial Complaint

  Date:02/10/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Date of transaction: 2/6/2023
  Came for oil change and tire rotation and later on agreed to ac fluid change.
  Dealership has charged so called “shop supplies” fee, that should be a fee if they need to use additional material to cover the service like additional screw, etc. instead of that they have charged 15% of drummed up charges instead of total they you agreed upon to pay. No where in a dealership is explanation available what this charge represents, and what they will be charging (15%). U get to know this only when u receive the bill. I have been charged $35+ in shop supplies in this trip. Cost of oil and ac fluid and filter is already accounted for in price of service, so what exactly “shop supplies” were used? None. It was additional charge without prior notification. Very dishonest dealing with customers. I have to make this come to light on account of all elderly folks in Florida that are being charged these obscene charges without prior notification or explanation to them or any kind of visibility. You cannot find this absolutely anywhere explained on bill or their website.
  You can also see a huge discrepancy in shop charges on estimate for work which was $1300 and shop costs there $60, while on $230 cost they charged me $35.

  Business Response

  Date: 02/14/2023

  Good afternoon Ms. ******,

  We can see that you are upset, and apologize if there has been any misunderstanding. A service manager will be happy to review with you your Repair Order, and all of your paperwork, including what was requested, recommended, accepted and completed, and what was declined. I've attached several files that may help clarify the situation: the first is the original Repair Order, and I've highlighted the portion you signed that explains our shop fees, this form lists your concerns, and authorizes us to look at your vehicle. The second file is a copy of the entire Repair Order and Invoice, itemizing all costs, with signatures- also included is a service history of your vehicle. Lastly, in the third file, is a reprint of the RO that came with the multi-point inspection, and an explanation of all the recommended services, a complete estimate. Please note that let me know if you have any other questions, and I will be happy to help address all of your concerns. Thank you, and have a blessed day.

  With Respect,

  Paul D****** | Director of Owner Loyalty | Maus Family Automotive | email: *************************** | office: ************ ** ****

• Initial Complaint

  Date:01/05/2023

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I can confirm that Maus Nissan of Crystal River does not honor their promotions or coupons. On 7/28/22 with only 4,470 miles my wife brought the 2022 Rogue in for its initial "Maus Care" service, expecting an oil change and tire rotation. Instead, they "discovered" a torque converter leak although the car was running perfect with no symptoms. They did not show the leak to my wife and no photos of the leak were taken by the service advisor. After experiencing another transmission leak on 11/19/22 with only 8,800 miles we lost faith in the vehicle and purchased a new 2023 Nissan Rogue during Black Friday week. We tried to use a promotional $1,000 pre-paid Visa card offer which clearly stated, "NOW THROUGH BLACK FRIDAY" and "with the purchase of any new or pre-owned vehicle to help with holiday shopping". There were no disclaimers or exclusions such as quantities limited, etc., on the offer. The finance manager stated that they "were out of them".
  We were also denied use of a $500 cash coupon received from the service department after the Rogue's initial service fiasco. We were told by the sales agent the $500 coupon was "factored" into the price of the second Rogue although it was not. To add insult to injury, we were denied these promotions in spite of all of the sales and service aggravation we had endured since the initial purchase and the alleged torque converter leak that no other local Nissan dealer has seen before or since. At best this is false and deceptive advertising. Also, instead of being credited $3,499 we paid for the unused Maus Care on the first Rogue we were charged an additional $3,999 for Maus Care on the second Rogue!
  We were further dismayed when we saw our 2022 Rogue listed on the dealership website for $34,999 when they gave us only $29,500 trade-in for a vehicle which was still like new that we paid over $37,000 for. Maus Nissan of Crystal River owes us at minimum $1,500 in promotions plus a credit for the $3,499 Maus Care on the first Rogue

  Business Response

  Date: 01/21/2023

  Good afternoon Mr* *******

  We can see that you are upset, and apologize if you've had a bad experience. You've brought up a multitude of issues, far too many to address here. Suffice it to say that a manager will be reaching out to you, in order to discuss your situation, and we will see if there is anything we can do to address your concerns.. I will say that our Black Friday advertisement did state: 'Get up to a $1000 pre-paid **** Card,' but that is not a blanket statement that you will receive a $1000 pre-paid **** card. Like any dealer-funded promotion, it is worked into the negotiated deal, and if any amount was discounted from our final price, that would be in lieu of the gift-card's value. The promotion lasted from it's first publication through through Black Friday, but we couldn't retroactively hand out gift cards to customers if it was not part of the original deal. Regarding MausCare; there is an inherent cost to each vehicle, and it is non-transferrable. Each time a different vehicle is purchased, MausCare is included as part of the final price - it is not something you would get credit for, from one vehicle to the next. If you have any additional questions, please feel free to contact me directly, and I will be happy to help in any way I can. Thank you for your feedback, and have a blessed day.

  With Respect,

  Paul D******

  Director of Owner Loyalty | Maus Family Automotive

  Email: [email protected] | Office: 727-999-6287 x. 1138

  Customer Answer

  Date: 01/31/2023

  
  
  Better Business Bureau:
  
  
  Please close this BBB complaint as settled. 
  
  
  
  Sincerely,
  
  
  
  ******* ******

• Initial Complaint

  Date:12/22/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Date of Transaction: October 31, 2022 Purchase: 2022 Nissan Armada Nature of Dispute: 1. When we discussed the purchase of the automobile with the salesperson, we were not provided the Monroney window sticker identifying ***************". An "Unofficial Copy" of the **** sheet was provided during closing with multiple documents requiring signature. There were no Dealer Installed Options indicated. We requested a copy of the ************** at the time of purchase and were told they would send that with the official window sticker. We had to request that sticker multiple times. We have now received two different Dealer Option pages ***************** noting additional fees for additional items. We were not informed, at the time of purchase, of the additional fees and not given the opportunity to accept or reject them. The dollar amount for the ************** is $7,996.00.2. It was negotiated, at the time of purchase, that **** would install full window tinting, at no additional charge. We made an appointment that day. The Dealership subsequently cancelled the appointment. In addition, the second copy of the ************** we received (Photo2) includes a line item: Window ************************ at a cost of $999.00 indicating the window tint had been installed by their Dealership, it was not. The automobile we purchased was received by **** from another dealership and delivered while we were in the showroom. The salesman showed us the car; the exterior was wrapped in plastic from the manufacturer. They removed the plastic and washed the car. We finished the paperwork and drove the car home. The items listed on the Option page were not executed. 3. Since purchase, I have talked directly with a Sales Manager and the Service Advisor and was told they would have the General Manager return my call. This has not occurred.4. We would not have accepted them, they were never executed, and we should not have to pay for them.5. There is so much more to add.

  Business Response

  Date: 12/30/2022

  **************, we can see that you are frustrated, and apologize if you've had a bad experience. We've looked into your deal, and we want you to know that your new vehicle came from our sister store in ***********, not an outside dealership, so all of costs, and the price, was correct. Unfortunately, *********** did misplace the Monroney label, so we went into the Nissan system and reprinted you the exact same information, just an unofficial copy. This was done the same way you can go to a college and print off an 'unofficial' copy of your transcripts - but you have to pay them in order to get an 'official' copy. At your request, we ordered an official copy, but it takes about 4 weeks to arrive, and had not yet come at the time of your complaint. You had agreed to the figures prior to locating the vehicle - so the extra adds from the originating dealer would have been included, regardless of what they were. We will reach out; however, and try to answer any remaining questions that you may have. Thank you and have a blessed day.
  With respect,
  ***********************
  Director of Owner Loyalty
  **************************
  office: ********************
  e-mail: ****************************

  Customer Answer

  Date: 01/09/2023

  
  
  The response is not satisfactory.
  
  
  
  From ********************** response it appears he is not completely informed of the events regarding the sale of the vehicle. He did call me last Friday, December 30. I was traveling and unable to discuss my issues. **** agreed to call me after the weekend, on Monday, Jan. 2, however he did not call Monday and I have not heard from him this week. I would be interested in speaking with him to continue the conversation.
  
  
  
  Thank you.
  
  ***
  
  ********************
  
  653 ***************************************************************************************************

  Business Response

  Date: 01/17/2023

  **************,

  Thank you for taking the time to speak with me the other day, and discussing your concerns. I understand your frustrations, and that you would still rather have a refund for a portion of the purchase price; however, we both now know, that this is not possible. What is possible, and what we did agree upon, is for us to finish what should have been completed two months ago, (if not for miscommunication)- and that is for both parties to fully live-up to the contract signed: we will get every added item and service promised, installed on your new vehicle, as soon as possible. I have already made arrangements for our *********** store to contact you and schedule these services, at a time of your choosing, and convenience. You will also receive an official copy of the paperwork you requested, and a correct copy of your vehicle's addendum. Additionally, we will give your vehicle another full-detail, and subsequently, top it off with fuel - just as we discussed. Although this might not be the check you were hoping for, it is the value we promised, that had yet to be provided, and we are now making you whole. Please contact me personally, if you have any other questions, or concerns, and I will be happy to help. Thank you for working with me to resolve this matter, and have a blessed day.

  With Respect,

  *********************** | Loyalty Manager | **************************

  Email: *************************** | Office: ********************

   

  Customer Answer

  Date: 01/20/2023

   
  Complaint: 18804215
  
  I am rejecting this response because: I want to work through ************* for resolution.
  
  Sincerely,
  
  *****************

• Initial Complaint

  Date:12/12/2022

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Hello, I am reaching out for help with a vehicle I purchased from **** Nissan in May of 2022. I bought a jeep Wrangler, 2016 with ****** miles on it. I also purchased an After market warranty through fidelity, this warranty costed about 4 thousand dollars. After driving it less than 1 month I had to take it back to Nissan due to a ticking sound and cold start. With an inspection they discovered it had motor issues and replaced two main parts. Cam shaft and rocker bars. The issue wasn't fixed, it still made a constant ticking sound and had check engine light that came on and off. I kept returning the jeep and it would throw different codes. The man that was working with me told me I should take it to a jeep dealership. I did, ******************* found that it had transmission issues. I was waiting for ******************* to order a transmission and get it in stock, and to locate and find if it had motor issues, during my wait the motor completely blew up and the jeep had to be towed back to where I bought it which was Nissan. Since then I have no idea what is the cause of when I will get my jeep back, I am paying a monthly payment and have had to pay 900 dollars out of pocket. And previously have had to put money out of pocket for all the other times it was taken in the shop. When I asked why this has happened and if they can help me, a the general manager told me it was my vehicle and my problem. I have been without my jeep since October. Then as of two weeks ago they told me the main reason it has had these issues is because the previous owner put stop leak in the radiator. Which caused it to over heat. I asked them why it wasn't inspected when the vehicle was traded in. They said it wasn't thoroughly inspected obviously. I have had this jeep since May and haven't been able to drive except for maybe a month solid. I have asked them to just help me get it fixed or get me into something reliable. They have completely blown me off and ignored me, saying this is my jeep and my problem.

  Business Response

  Date: 12/14/2022

  Contact Name and Title: ***********************, Loyalty Mgr
  Contact Phone: *******************
  Contact Email: ****************************
  **********************, we are so sorry that you are going through this- we can't imagine how frustrated you must be; however, I can assure you - the vehicle was thoroughly inspected prior to sale. The issue is, we never would have known that the previous owner used stop-leak. It wasn't until the substance broke loose, months after purchase, and started causing problems, that it was discovered. We would have had no idea about this ahead of time, and were just as surprised as you were. While the wait is frustrating, please know we were doing everything we can to expedite the process: It took us two weeks to get your extended warranty company to approve of us replacing your engine, and then it took a couple more weeks to get all the parts. In the meantime, we have provided you with a free rental vehicle, and our Service Advisor has given you multiple calls, and even visited you at your work, to give you updates regarding the status of your vehicle. To your point, the $900 you spent was a combination of new spark plugs you had us install, and the cost of your extended service contract's deductible. The good news is, we expect your engine to be completed very soon- and you will be back in your vehicle, in no time! Remember, you will need to go back to Jeep for them to replace your transmission, because they already have an open claim through Fidelity to do this, and Jeep is the only place that can program a Jeep transmission. It may be inconvenient, but when this is all said and done - your extended warranty that you purchased from us, would have replaced your entire engine and transmission- literally tens of thousands of dollars in parts, and labor- it will be like a brand new Jeep! If you have any other questions, please don't hesitate to contact us, and we'll be happy to help! Thank you for allowing us the opportunity to fix your issues, and we hope you have a very blessed day.
  
  With Respect,
  
  ***********************,
  Director of Owner Loyalty
  **************************
  Office: ********************
  Email: ***************************

• Initial Complaint

  Date:10/27/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  10/14/22- I had taken my 2019 Titan for just an oil change. I made it clear over the phone and when I got to the dealership, DO NOT ROTATE OR TOUCH MY TIRES!! Mind you I just spent $2,500 on new rims and tires! Well, did they listen? No! They have damaged my new rims that have only been on my truck for 2 weeks! We have gone through and broken several tools now trying to get the pressure off my rims. Impact wrenches are not to be used. I had a lock nut that they went searching through my vehicle for to do what I told them not to do. My alignment was spot on with new tires and now pulling! Do not take your vehicle to Maus Nissan! Now, who's paying for my new rims? This place is nothing but a headache and breaks more than they can fix! Also I'll be supplying prices on the tools broken during this!
  10/27/22- As of today there still is zero contact from the Service Manager Lance as he keeps ignoring my calls and requests. He keeps trying to have us settle for touch up painting our expensive rims instead of replacing the rims they damaged for not listening. I have now reached out to Nissan Corp and filed grievance with them on the matter. Lance did not meet me last week as agreed upon. He has other employees call me and when they relay his message, they then come back to say he will call me back. They have been a consistent hassle since purchasing this truck brand new in 2019. They have cracked 3 oil pans and kept my truck for days. Prior to oil changes there is zero wrong with my truck. Since Oct. 14, 2022 when they damaged the rims and now has my alignment off since the visit this day to Maus Nissan. They refuse to deal with me or my husband to satisfy our claim against them. We can add false advertisement from David Maus himself since the newest commercial states their service department goes over and above to satisfy their customers. They do have a voice recording of me stating DO NOT rotate tires. Other reviews on Maus showing same issues they are having.
  

  Business Response

  Date: 12/20/2022

  Business Response /* (1000, 5, 2022/11/02) */
  Mrs. ******,
  We can see that you are upset, and apologize if you feel as though you had a bad experience. We take the service we provide our customers seriously, so we will definitely work with you to makes things right. You are correct, when you called to schedule your oil change, you asked that we NOT rotate your tires. Unfortunately, that information did not reach the service advisor the day of your appointment, and it did not come up during your visit. Being that MausCare normally includes both an oil change AND an tire rotation, Service DID rotate your tires. We apologize for the misunderstanding. We have looked at all of the pictures you and your husband sent in, of the scratches on your lug nuts and lug nut wells, and we shared them with a local shop specializing in wheels and custom rims. They assured us that your rims are perfectly safe, and can be resurfaced to look brand new. We are happy to cover the expense, and have your rims repaired. We will also provide you with transportation, in the meantime. I will have our Crystal River store reach out to you, in order to schedule the repair. We will check the pressure, and the alignment, when the vehicle back, as well. We will not be able to refund MausCare; however, as it was part of the purchased of the vehicle. Regarding the oil pan issues- we can review your service history, and see if someone with more experience can better explain to you what happened, and why, and this might help restore your confidence in us. Lastly, when this all happened, and Lance was away, and had asked others to reach out to you in his absence; upon his return, you had messaged the store that you wanted someone else, out of the dealership, to contact you, which is why I called, and am responding to this complaint. I am the Director of Owner Loyalty, and assist with these types of customer service issues beyond the dealership level. If you have any other questions, do not hesitate to contact me directly, and I will be happy to help address your concerns. Thank you for your feedback, and we look forward to getting this resolved for you quickly. Have a blessed day.
  
  With Respect,
  
  Paul D******,
  Directory of Owner Loyalty
  Maus Family Automotive
  Phone: 727-999-6287 x. 1138
  E-mail: ***************************
  
  
  Consumer Response /* (3000, 7, 2022/11/03) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  Yes, we are very upset about the service. I did verbally state to the service person when I arrived that tires do not need rotation. I can't help if he didn't listen. Again painting the rims will not resolve the issue as the lug nuts are not repairable. All lug nuts and lock nut needs replaced. I've already given your dealership the need information on where to purchase. If we decide to agree to rims being fully stripped and repainted , we want a written and sign guarantee that it will not flake or dealership will be responsible for replacement. We do not have faith in this service department as it also seems by other reviews since my review that it had happened only a week later to someone else. I've spoken with owners of others dealerships that I personally know that stated they would have satisfied our demands I'd happened at their dealership. The customer service has been terrible since our brand new purchase in May 2019. I would like to get all agreed upon and taken care of ASAP! This way we can both move on.
  
  Sincerely,
  **************************
  
  
  Business Response /* (4000, 11, 2022/11/18) */
  Mrs. ******,
  It was a pleasure speaking with you the other day, and I'm so glad that we came to an agreement on how we are going to resolve your concern. I look forward to getting your wheels resurfaced and your lug nuts replaced. I have had our Crystal River Service Department set things up with the wheel specialists, and now all that is left to do is to get you scheduled to come in to drop off your vehicle and pick up a free-rental. Lance should be calling to make the appointment, if he hasn't already. Please let me know if you have any other questions. Thank you for giving us the opportunity to make things right, and have a blessed day.
  
  With Respect,
  
  Paul D******
  Director of Owner Loyalty
  Maus Family Automotive
  phone: ***************************
  e-mail: ***************************