ComplaintsforWest Herr Nissan of Orchard Park

• Initial Complaint

  07/11/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In October I had an accident with a deer I was told the next appointment to bring my car in would it be in November. I was led to believe that at this time my car would be fixed. After about 15 days I called the dealership to find out what progress was made on my car only to find out no work was done at all and all they had done was an estimate. I should have been able to pick my car up the next day, but because nobody contacted me I had a rental car for 15 days which I became financially responsible for. I did speak to a manager at that time and he agreed to pay for the rental or take it off of my deductible. It took another six months before I could get my car back in to be fixed. At this point, I was led to believe the repair would only take a few days. After multiple days, I called to find out what the progress was and was told that this was going to be a much longer fix because of the amount of damage. Because of the first time I brought my car in and had the rental my insurance would not pay for another rental for more than a few days. It took a Month to fix my car, and if they had called me that next day when my car was ready to be picked up, I wouldn’t not have to pay for anything out of pocket for that rental but because they didn’t call me I was charged over $400 when I asked to speak to a manager, they told me that nobody was available. After I paid for the car repair. I was told my car would be somewhere either in the front or on the side of the lot, but was not brought to my car in anyway, so I had to search the parking lot for it.

  Business response

  07/21/2023

  When the customer initially brought her vehicle in November of 2022, this was scheduled by her insurance company to write an estimate of damages. According to her insurance company, ****** was notified by email that her estimate was complete and to schedule the repair. ****** stated that she was never notified, and 15 days had passed being in a rental vehicle. After speaking with ******, we agreed to help her with the miscommunication of her vehicle being dropped off for an insurance estimate. She did sign paperwork stating that West Herr is not responsible for associated rental car costs that are beyond our control. We did agree to pay $282.38 towards her deductible in order to help with her rental/Insurance communication issue. ******’s vehicle was dropped off for repairs on Wednesday 5/10/2023, we disassembled her vehicle in order to find any hidden damages. We found additional supplemental damages of $1359.24 and negotiated with her insurance company for approval of damages. The total cost of repairs was $7374.21 After approval and parts being ordered we left a voice mail message on 5/16 @2:21 pm regarding the supplemental damages that were found. We then updated ****** on 5/19/2023 @3:49 pm stating we were waiting on parts and will keep her updated. Again, we updated customer on 5/23/2023 @3:03pm stating we are still waiting for parts to arrive and we will keep her updated. Update 5/26 @3:20pm: still awaiting some parts but can start repairs. Update on 5/31/2023 @3:31 pm: Vehicle is in the paint phase, and we will continue to update. ****** called in on Friday 6/2/2023 @12:47 pm:  we let her know vehicle is painted and it was headed to the reassembly process, we are aiming for completion next week. Called and left ****** a message on 6/8/2023 @8:58 am that her vehicle is completed and ready for pick up. We reached out numerous times in an effort to keep ****** update in the repair process. I reached out to her insurance company in an effort to help rectify some of her additional rental car fees. Her insurance company stated they only pay for 30 days coverage, it does not matter if there are parts delays, global shipping issues, back-order parts etc. This is written in her policy. Her insurance company said ****** did reach out to them and this was explained to her after the repairs were completed. Because of a billing issue with the rental company, she received an additional 3-days coverage. After speaking with ****** regarding these issues, she stated the rental car company never told her about the upgraded rental she was driving. This added additional costs to her rental bill. She also thought the repairs would only take a day or two being a $7,374.21 repair. We communicated throughout the repair process and completed the repairs in a timely manner. We spoke with ****** and let her know that we tried to do everything possible to work with her insurance company to help with the rental vehicle overages and was unsuccessful. In an effort to help make ****** whole regarding her additional rental issues, in addition to the original $282.38 that we helped with at the beginning of the repair, we are sending her a check for $400 to cover her out of pocket rental expenses. ****** was pleased with this.

• Initial Complaint

  09/11/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I have a question about my warranty/repairs. I have called twice and told I would receive a call back. I have IM the company. I have live chatted with the company. I have emailed Kyle G******** Philip G****** Michael W*****, Joseph R*******, Michael R**** Ray A*******, and the CEO, Scott B****** No return communication. My email - "I bought a used car from West Herr Nissan OP less than a year ago. I've brought it in a couple of times and was even told by one of your service representatives that they couldn't believe that the car was sold to me without some of the repairs made, etc. Every repair was been free. I never asked for that or expected that but was it "covered" by the Used Car Manager.'' Yesterday, my wife (it's her car) noticed a "clunking" sound when turning. I emailed my contacts at Nissan to see if this is covered by the extra powertrain warranty I bought. The car is 8 years old, we drive it a couple hundred miles a month, and I can't at this time pay an expensive repair. So, I was hoping the warranty I paid (which was a solid percentage of the total cost) would cover it. If not, it can sit in the driveway until tax refund time and we can share one car." ? I have buying Nissans from West Herr Nissan OP for almost 20 years. I have to admit that I feel like few years the customer service has taken a nose dive.

  Business response

  09/27/2022

  All of Mr. ********'s concerns have been resolved. He was charged a $250 deductible.  The repairs are complete and the vehicle has been picked up.  Mr. ******** is satisfied with the resolution. 

  Customer response

  09/28/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  ***** ********
  
  
  
  
  

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