Complaints

• Initial Complaint

  05/16/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  Halladay Nissan had our car from May 8-May 13th for an a/c & parking break issue. We had the car returned only to find hundreds of window chips on the front windshield and down the passenger side. Pre photos do not show any damage, they also put over 30 miles on the vehicle and yet they are refusing to say or do anything. Crickets. They have over 2k of our money and damaged our car beyond belief. I called and emailed them 24 hours ago but they are denying and now have gone silent. The evidence is there, something happened to our car in their possession.I have a video of windows damaged, photos do not show nearly the extent of damages. Please email me for video! It wont upload here. Thank you. Attached are pre inspection photo, mileage and mileage afterwards. We put only a few miles on car getting it home the other 30 ish are unaccounted for.

  

  Business response

  05/16/2024

  ********************* vehicle was brought into service on 05/08/2024 for a recall and multiple drivability concerns. The customer was informed that the vehicle would be diagnosed on May 9th due to backlog in work.  In order to diagnose these concerns our technicians have to drive the vehicle on a pre-determined test drive route which is about ***** miles. This allows the Technicians to verify the concerns prior to recommending any repairs/services. This vehicle was test driven on May 9th and pulled into shop where the technician found that the emergency brakes on the rear were disconnected and fell apart upon removal to thoroughly check the braking system per customer request. This caused the vehicle to be unsafe to drive. We called the customer at this point to suggest the repairs per the technician recommendations and explained the vehicle was unsafe to drive due to the rear brakes. This vehicle was on the technicians lift inside the shop until the vehicle was completely fixed on May 14th. It was then picked up by the customers husband. ********************** requires service to take photos of all vehicles that come in for service. These photos are taken from a distance and would not show pitting on the windshield or to the paint. This vehicle is a 2012 with over ******* miles, it is completely reasonable for this vehicle to show signs of wear such as rock chips or pits after being driven for 12 years.  It is my firm belief that the damage to the windshield on ********************* Armada did not take place at our facility due to the fact it was inside the building for a majority of the time the vehicle was here.

  Customer response

  05/16/2024

  Complaint: 21720137
  
  I am rejecting this response because:

  The damage is extensive and extreme. The pre photos would have most definitely shown this damage. The chips shine in any light and are everywhere. Everyone who has seen it is appalled, its extremely obvious, At this point all I want to know is what happened. The fact that you all are refusing to respond to us and havent even offered to look at said damage in person proves our point even further. Honesty and integrity would go pretty far with us. Something indeed happened to the car in your possession. Im also appalled youd try to use our old car against us. We love that car like a family member and treat it with care. I brought the car in for mainly an a/c problem, youre even lying in this response. Honesty, its all we need right now. Show us there is one honest person in this town. 

  
  Regards,
  
  ***************************

  Customer response

  05/16/2024

  Upon further review of the dealers response, the roughly 30 miles unaccounted for were not even addressed. Seems suspicious, as does a test drive for 30 miles. Thats excessive. Again, the issue here is the unaccounted for 30 miles on my car combined with the excessive damage. Neither were truly addressed by dealer in response. That is why Ive rejected it.

  Customer response

  05/17/2024

  Photos dont do the damage justice but because the dealer is claiming his photo cant show damage I took one at a similar angle, when you zoom in to the dash area the larger chips are in fact visible. A full video or in person inspection would do the damage justice but we were refused anything. 

  

  Business response

  05/22/2024

  As was stated in the original reply the vehicle was road tested to determine the drivability issue, our techs use a predetermined route when testing for driveability issues, the vehicle was also tested after repairs to insure the customers issue and been addressed. As was also stated in the original response the vehicle in question is 12 years old and has over ******* miles on it, the pitted windshield and paint chips are normal for a vehicle of this age and miles, it is not reasonable to assume the damage occured while in for repairs, a pitted windshield and paint chips occur over an extended period of time. ****************** signed and authorized repair estimate of $3186 and the repairs were discounted over $500 and completed as requested. If ******************* believes there are damages above and beyond normal wear and tear perhaps she can address this with her insurance company. 

  Customer response

  05/22/2024

  Complaint: 21720137
  
  I am rejecting this response because:
  This dealership is lying. We have clear cut evidence the damage was not present when dropping vehicle off for repairs. Photos and videos are previously stated. They still have declined to even look at the car. 
  

  Again, 30 miles is an excessive amount to put on a vehicle for diagnostic purposes. Any other dealer or mechanic would agree with that. 

  Lastly, the responses are not even addressing the actual concerns. Blaming the damage they did to our car on age & miles of car is reckless and shows the moral-less compass this business possesses. Many families especially drive their vehicles for longer periods and dont just upgrade to the latest car model every few years. Taking in a car with age does not mean you get a free pass to damage it and blame it on the cars age. We are very responsible and meticulous car owners. We care for our car well despite the age and that is indeed why this damage was noticed quickly after we were returned our car. 

  And just to add this, that $500 discount is starting to seem awfully suspicious. Seeing as its the exact amount of our glass deductible. Interesting how when you read between the lines of your responses the actual truth seems to rear its head.

   

  , 
  Regards,
  
  ***************************

  

  Business response

  05/29/2024

  I have reached out to ****** 5/28 and 5/29 to schedule a time for her to come in and for us to take a look at her car but have not heard back. I have left a couple of messages with her.  It is my intention to help resolve this issue.  I would like to talk to her in person if possible so I can see her vehicle at the same time.  

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

  General Manager

  

  Business response

  05/30/2024

  *************************** did reach back out to me.  Her husband is out of the country.  Her message is listed below.  I did attach the voicemail as well.

  ********************* General Manager

  The attached message was recently left in your voicemail account for **********. We are sending you this email because you have asked for your messages to be forwarded to this address.
  
  Hi **** this is ***************************, I was just returning your phone call. Umm, I don't have much to say right now I just wanted to let you know that I'm getting your phone calls and your voice messages. I'm umm, going to go ahead and relay all of this over to my husband. Umm, I'm done dealing with this. I hope you can understand. ***, he is currently out of the country though so and he will be back in about a week and 1/2 time if all goes well. ******. What I can do is I will relay everything, all your voice messages and umm, everything you said to him and then he can be in touch with you when he gets back into the country.**, I hope that works for you and then maybe we can get the car over to you,whatever he decides. My husband, I'm just, I've, this has been really taxing for me and umm, really stressful for me to deal with and so I am giving it to him. So I hope you can understand that when he gets. 

  

  Business response

  06/10/2024

  The last time I spoke to her she told me her husband was out of the country and would contact me when he got back.  

  *****

  Customer response

  06/18/2024

  Complaint: 21720137
  
  I am rejecting this response because:

   

  the company waited over a month to try and contact us now that we arent able to respond to them immediately they claim its our fault. Give us a moment. You all had over a month! 
  
  Regards,
  
  ***************************

  Customer response

  06/22/2024

  He is back in the country but we are now traveling,(military family who just got their dad back from a long trip serving this country) he has been trying to contact the dealer but they arent answering his calls. We arent going to sit next to our phone waiting for them to return our voicemails. They need to answer us. I waited a month for them to even act like they cared. I can tell based on their lack of answering us/waiting to call us at inopportune times they are simply acting like they care and dont truly care. Im not closing this complaint. This company put extra mileage on our car and damaged it in the process. Im not stopping this complaint, they arent actually trying just acting. 

  Customer response

  06/22/2024

  They finally spoke to my husband. I do not feel comfortable closing this case until we have met in person and an agreement has been made. Based on the history of this situation I am skeptical but hopefully. Please give us time to finish our trip without all this unnecessary back and forth then conclude this situation in a way that I will feel comfortable closing this case. This situation is ruining time we deserve as a family. It is possible to place a hold. 

  

  Business response

  06/24/2024

  I have spoken to them, and they are on vacation.  I offered for them to come to my office and bring the vehicle in when they return.  They agreed to this.

  *********************
  General Manager

  

  Business response

  07/11/2024

  The last time I spoke with ***************** he was in ******* with his family and on vacation.  I told him that I would be happy to meet with them upon their return.  I do not wish to interrupt their trip and am happy to see them in person when they return.  I am still open to meeting with them so we can work on a resolution.

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

  General Manager

  Customer response

  07/22/2024

  The business has addressed this complaint and we are working with them to resolve the issue. Thank you!

  Customer response

  07/22/2024

  The business has addressed this complaint and we are working with them to resolve the issue. Thank you!

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