Where do I begin, August 25, 2005 I purchased a 2003 Ford Expedition 8 cyl. 4 door utility truck from Jim Click Nissan. My Sales reps. were Sean Roebuck & his partner Toby.
I had all trust in Sean but the dealership a while back left me with trust issues from my last purchase with them years before. I put all my faith & trust in Sean.
Before my purchase I went to the TCC car sale that they were having & decided to buy a car due to the new addition to my family. At the Tcc I was told that they had an SUV for me BUT it wasn't at the convetion (Clue 1), they showed me a vehicle like the one they were going to put my family & I in.
They vehicle they showed me was perfect. They informed me to come to the dealership at the auto mall that following Mon & the vehicle would be there and it was red.
Monday came & my family & I went to the dealership & at that time I was 5 months along. When we get there they tell me that they could not find the vehicle & that it maybe at one of their other dealerships & as soon as they find it they would call me. (Clue 2)
A few days went by & I receive a call telling me that they found the vehicle but it wasn't red it was green & I said okay no big deal. Went down to the dealership & they showed me the SUV it was horrible. (Clue 3)
The previous owner had no idea on how to take care of a vehicle. It was bad inside. But it had all the bells & whistles that I needed. I informed them that there was no way on god green earth I would take it unless it was fully detailed to my liking.
I asked if the SUV had been looked over thoroughly & was told that it had & that everything checked out ok.
I should have went with my instinct & left the vehicle there & went on my way, but with the new baby coming I needed something bigger. After taking the vehicle home thats when the problems started & customer service went out the window.
A few weeks passed & thats when everything seemed to happen at one time. My passenger side view mirror started making clicking noises, and when I informed them they didn't want to take care of the problem.
A few more weeks passed after the mirror was fixed the back vent window motor was going out. At that time it seemd like every one and their mother was hard to get a hold of from the dealership & leaving messages was getting me NO WEAR.
About time I did get a hold of someone my driver side mirror started acting up, at this point I was pissed & I felt I was lied too once again. After yelling & screaming at people I finally got something done thinking that would be the end of my problems but god I was so wrong.
May 15, 2007 at 9am called to inform them that my breaks were making a griding noise. Never received a phone call back, called again the next day, was put off again.
On May 17, 2007 at 8:00am took the truck in to Holmes Tuttle Ford since they seem to be the ones working on the truck all the time. I spoke with David my service rep. & explained to him the issue I was having.
I informed David that I was tired of getting the run around & or being pput off & I was leaving the truck there until it was looked over & the breaks needed to be checked & that they were going to pay for a rental car for me.
He said ok he will take care of everything. I few days went pass. Coming to the 2nd week, called David & informed him that I needed my truck back before the 2nd of June, was scheduled to drive to Chicago.
He informed me that he was trying to get an answer from one of the service managers at the Nissan dealership or to hear from Sean or Toby. No one wanted to return his phone calls. I had to pay them a visit & start once again with the yelling & screaming & finally got a manager at Nissan to get off his butt.
Unfortunately, I don't remember that managers name but he put the blame on David. On June 1, 2007 I was informed that my vehicle was ready.
Went to pick up my truck with my mother at hand & as soon as we get in the truck we were told that the Advance Trak light on the truck would not go out so I would have to bring it back on my return from Chicago. I said ok.
Pulling out of the dealerships parking lot not even 10 - 20 feet away, a loud noise was coming from the front driver side wheel. Made a turn & pulled it up to David, he & others that was there heard the noise from my truck as well.
They pushed some pin in that was sticking out & I was on my way.
On Friday 11-30-07 at 10:00am I dropped off my SUV for repair damage caused by the service dept. on my Advance trak light at Holmes Tuttle Ford. My service Rep David was wonderful as always.
David had everything set for me to leave the truck, he had the rental ready for me & I was on my way.
I receive a message from David around 3:30pm that my truck was ready. I called David right after checking my message & informed him that I was going to be on my way, informed me as long as I get there before the young lady leaves for the rental car which is 5pm.
At 4:45pm called David to inform him that I would not make it. it was raining too hard & I had to pick up my daughter from school, he said no problem just come in Sat the 1st before the time I picked up the rental which was 10:00am.
Sat. 12-1-07 at 9:00am I get to the dealership, turn in the rental car & pick up the paperwork from the service dept office. The ladies in the office called to have my truck brought around.
The kids get in truck & I open the lift gate to my truck & noticed that my vent windows were down & my daughter looks at me & said mom there's water in the cup holders.
I look at the shelf in my truck & it was soaked all I was missing was some darn fish, It rained hard all night Friday until Sat morning around 1am. I walked over to David & informed him that those SOB's left my windows open & my truck was wet on the inside.
He put his head down & informed a young lady to get the Service Dept. Manager DAN. Dan came out & was speaking with the young lady & David but wouldn't come look at the truck.
I walked over to him he spoke & I said I want you to come look at my truck NOW.. At this point it started to rain again. He looked over the truck & had the audacity to ask me if I left the windows open when I dropped off the truck mind you it was cold & I had my 12mth old daughter with me & I told him NO.
He asked the young lady to take the truck back to have them vacuum out the water & let the truck dry out & he will have someone take care of the stain & smell.
Sat night I took a cd out of my cd player & my cd was wet, when the water drived from my vent window, my tint was messed up.
I called David 12-4-07 Tuesday morning around 9am & informed him of the smell, the stain, & the water in cd player. He told me that he will leave a msg with Dan, Dan was in meetings all morning. But he will have him give me a call that afternoon.
No return call from Dan, I called David around 1:30pm & informed him on his message that Dan has not yet called. David called me right back about 2 to 3 mins after leaving the message.
He said he would leave Dan another message to call me back ASAP & or speak to Dan about the issue & he would call me back either before 5pm or Tomorrow morning.
No return call. 12-5-07 Wed. Morning I called David at 7:18am. No answer. David called me at 7:55am. I informed david that once again he did not call me & david informed me that Dan told him that he was going to have someone take care of the stain & smell.
I informed David about the tint & told him what does that have to do with the water in my cd player. Dan was making it sound like there was no way a lot of rain was in my truck.
David said his hands were tied, I told him that I understand, & informed him to let Dan know if they keep putting me off they will receive a phone call from my Insurance Agent & my Attorney.
Common scene will tell you when it rains & something gets wet the water builds & a puddle is formed & if the water has somewhere to travel it will travel..
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