ComplaintsforFort Wayne Nissan-Infiniti

• Initial Complaint

  08/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought a 2008 ***** es 350 from the fort wayne ****** on the 28th of July this last month. While buying the vehicle I was made aware of one problem which was a tire sensor that needed to be replaced. I was also provided with the carfax which is what is shown in my pictures which showed that nothing had been reported as needing repaired and that the dealership had serviced the car earlier that month. Immediately after buying it I noticed there was a clicking noise that came from the front exhaust or engine area, and when I contacted the dealership they assured me multiple times that the issue was a loose washer or nut something inexpensive, but claimed they had no idea about it. I scheduled an appointment with my local ****** dealership as soon as possible and once I got the results back I learned the noise was in fact two cracked exhaust manifolds which would cost me over $1100 to fix before taxes.I first contacted the dealer where they basically told me nothing and the general sales manager repeatedly lied over the phone claiming they never serviced the car even though its clearly shown on the car fax. I then posted a review on ****** about my experience and was then contacted by Roarman Cares (their customer service team I believe) they asked me questions about the situation and told me my cases would be escalated. I waited 4 days for a call back before calling them and asking what was going on. They assured me I would be in contact with someone to fix the situation later that day. Once that time came around nobody called me and after waiting an hour I called them again just to go to voicemail. I assumed they had closed for the day and waited over the weekend. Then today I tried to reach out just to go to voicemail yet again. With that said they blocked my number. As of now, I assume nothing will come out of this from them. Terrible business would never recommend and realistically they should be investigated.

  Business response

  08/30/2024

  This was AS IS PURCHASE. I have included a file with documentation that ************** has signed that states it was as is purchase. 

  Thank you 

  Customer response

  08/30/2024

   I am rejecting this response because: They legitimately lied to me throughout the purchasing process and refuse to take responsibility to this day. Regardless of the status of the vehicles warranty situation they sold me a car on false pretenses and clearly knew about it considering the lack luster response and their unwillingness to cooperate. Yet again terrible business practice with zero regard for their clientele's well being or satisfaction.
  
  
  

  Business response

  09/05/2024

  Responding to the rejection to our previous response from **************. 

  This vehicle was purchased  in AS IS  without any warranty either expressed or implied. The purchaser will bear the entire expense of repairing or correcting any defects that may presently exist or that may occur in the vehicle.

  Please see the attached file for the AS IS DEALER WARRANTY DISCLAIMER .

   

  Thank you 

• Initial Complaint

  07/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought a 2019 **** Edge on May 29,2024. They told me before I signed the paperwork that the vehicle had already had zeibart protection on the vehicle. The price added to the vehicle for that was $2495.00. I negotiated it down because they said they couldnt completely take it off the price since it was already on the vehicle. After all the paperwork was signed and as Im walking out they said I needed to schedule an appointment to have the Zeibart done on my car. I called the next day to ask how they could lie about that. I never received a satisfactory answer. On June 21st I went to the bmv to complete the paperwork. *** said the dealership hasnt sent it in. I called the dealership. They said they forgot to have me sign in 2 places. I went back on June 25th and signed more paperwork. Today I went to the bmv and they still havent filed it. The law says they only have 31 days. I emailed and called them saying I wanted to return the vehicle by law. They said they have 45 days to file and its already been filed. I googled it. The law is 31 days

  Business response

  07/10/2024

  Dear ********, All of the necessary paperwork has been processed. 

  Thank you 

   

• Initial Complaint

  03/25/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I purchased a 2023 certified ****** Rogue at the beginning of February 2024. *** sheet with the bill of sale detailing the items owed which have not been received. I paid for a paint coating that I did not want but supposedly was already done. My local VA ****** dealership did a demonstration to proof it was not done. I want a refund of four hundred dollars and the *** items delivered or the **** amounts to purchase myself. This has been a disappointing car purchase because the dealership has not honored their commitments or communicated appropriately.?************** and *****,As I have mentioned in my previous email, I am requesting a refund of $400 for a coating. I specifically said I did not want any coating during the purchase negotiation, but I was told that it was already done. No service order was attached to the vehicle, and our local ****** could not confirm the treatment was done. Additionally, I am requesting either the ****** brand cargo privacy pull cover or the **** amount so I can purchase it myself, as well as the ****** cargo mat or the **** amount so I can buy it myself. I have been patient enough, and it is time to finalize this transaction with your dealership.I am following up with you all but it should be the reverse. If I do not receive a satisfactory resolution by Friday, March 22, 2024, I will file a consumer complaint with ****** Corporation.Regards,********************* Response from ******************* ******************* This is ***** I'm sorry for the delay in responding I have been fighting illness for the last couple of weeks. Your mats and privacy screen has been shipped. They should be delivered by the end of this week or early next week. The paint protection is not out side coating it is a coating that is injected into the panels of the vehicle. I do not have the authority to refund any funds. No response from ********************

• Initial Complaint

  11/01/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On October 14, 2023, afternoon, I stopped by ****** Infinity to check out a car they had online...October 16, 2023. No phone calls to me that day or even the day of sales Oct. 14, 2023 were made to me...On October, 16, 2023, I asked ******************* to cancel the **** VSC in writing. Also, to copy email to his boss. On October, 25, 2023, I asked about the 2012 ***** Journey, trade-in and pointed out that I was there in the dealership and he (*************** refused to allow me to sign it. Oct 26, 2023 Revoked *************** power of attorney privileges because I wasnt done right from the beginning. October,28,2023 at ***** of ******** privileges cease and desist,It has been but 14 days 12 days since I had the 2010 ****** Murano SL and the paperwork. ***************, you said we could make alright. Nothing has transpired yet as of Nov. 1, 2023.

  Business response

  11/21/2023

  *************** to the case of 
  **************-Lismon
  Complaint ID: ********
  
  As of now we have already discounted the vehicle for her. 
  Our GM has been in touch with ***** to resolve this matter,  things were ok since we last spoke with her.
  This case should be removed at this point,  it has been taken care of. 
  
  Thank you 
  *************************
  Owner Loyalty Manager
  ***********************************
  Fort Wayne Nissan
  

  
  

  Customer response

  11/21/2023

   I am rejecting this response because: because **** has not told ********* **** ****** to cancel their financing. I refinanced the car within 25 days. I asked him to cancel and he has not. He want to play POA then he needs to do his job. I need to know before I pay for this car. I have a check for it through my credit union and **** is holding it up. 
  cancel finance **** and email me a copy. 
  
  
  

  Business response

  12/04/2023

  AS I have stated in my previous response our GM has been in touch with ************** and we have also discounted her vehicle . 
  Our Finance Manager ********************* has emailed her and he has sent the check to ********* **** to reverse the original loan. 
  Original loan is being reversed and the funds to do so have been sent. 
  

  
  

  Customer response

  12/05/2023

   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.

  
  

  Thank you.

• Initial Complaint

  10/26/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I took my car into ****** several times for ** unit and exhaust fumes in the car in 22' and 23'. Exhaust ****** was replaced under warranty, damaging the exhaust further. ****** initially replaced *** antenna to repair the ** unit, but stated the ** unit was otherwise fine. Car was in several more times to resolve ** unit issues, until a new unit was ordered in March 23', after a unrelated transmission failure. ****** replaced transmission in March 2023. When I received the car back there was a severe shake, because the half shaft was now broke. I was initially told that the shaking was normal. ****** stated they had received the new part but kept the car for several weeks, because they received the wrong part. I was told on March 28 they still didn't have the part. On March 29th at 2:36 pm ****** stated it needed to be shipped from the manufacture, then I was told the found another axel at 3:53. My steering wheel was crooked even though they and a 3rd party verified that the car didn't need an alignment. In June the ** unit was finally replaced. ****** did not transfer the new *** SD card I purchased shortly before the *** antenna was replaced. I was told that a new one was ordered but I have not heard anything even after contacting corporate headquarters on August 11th. I was harassed several times about warranty coverage on ** unit, until I personally called the warranty company.

  Business response

  11/20/2023

  We have reviewed the complaint and we are willing to do an alignment and transfer the ** card in question if he has it within our dealership ! If you need anything further feel free to reach out to me as well as ******************. You can reach me by my email ***************************** or my direct line ************. Thank you very much ! 
  
  ******************;
  Client/Owner Loyalty Manager 
  *********************************** 
  

  
  

  Customer response

  11/21/2023

   I am rejecting this response because: I already bought a new SD card (~$150), because several features don't work without it and there was no indication Fort Wayne ****** would reply. I was forced to take it to ************* because the Navigation still wasn't working. They discovered the Navigation was not plugged in. That cost me another ~$160

  I had the alignment analyzed, the steering wheel is just crooked, but the exhaust was also not hung properly, after replacing the half shaft, and is banging against the bottom of the car and melted a potion of my bumper.
  
  

  
  

  Business response

  12/04/2023

  We have responded to ****************** after I spoke with our service manager ************************* and we offered him a wheel alignment and also to take a look at his exhaust he stated was not centered during installation. I personally have reached out to him and communicated with him and he has accepted the wheel alignment and exhaust inspection and I have scheduled him for those services for December 4th at 8:30 am. 
  Due to our business policy, we cannot reimburse him for his visit to *************. 
  

  
  

• Initial Complaint

  02/01/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I am an out of state buyer. Bought a van on 10/28/22. As of today, 1/31/23, I am still waiting on the title paperwork to be filed with my state so that I can register the vehicle in my state. Checked on the title with my salesman on 11/8/22 and again on 12/16/22. I was told both times that it was being handled and given a phone number the business office to call to get a more clear answer. I waited until after the holidays and contacted the title person (who I will not publicly name) on 12/27/22. I was told that the the info had all been sent to their 3rd party title company, and they would check into and call me back. No call back. I called back on 1/3/23 and spoke to the same person. This time I was told that all of the paperwork was sent to my state overnight and it would take ***** hours for my state to be able to process the info and get my registration issued. After several follow *** with my local DMV, I called the dealership back and spoke with the same person on 1/27/23. This time I was told that the 3rd party title company forgot to submit all the paperwork to my state and would be doing so that day. I questioned why the missing paperwork did not get filed sooner and was not given a clear answer. Today, 1/31/23, I received a call from my original salesperson saying that they needed me to sign a paper that they missed. I questioned why it took them this long to realize this paper needed a signature. I was referred to a finance person. He admitted that they have had turnover and my file was basically overlooked. I was assured that this issue would get resolved today and I would "****% get a call back" with updated information and a resolution. It is now 5:50 EST and no calls after I even sent an email asking for an updated. I just want the title paperwork sent CORRECTLY to my state so I can register my vehicle. Waiting 3 months and my paperwork hasnt even been sent to my state is unacceptable.

  Business response

  02/14/2023

  We are very disappointed to hear about this experience at our dealership. As one of our finance managers previously told the customer, turnover and miscommunication between sales staff led to the delay in title work processing. We understand how these delays are frustrating for customers and we are actively working to ensure similar situations do not continue to occur. We have looked into this situation and after consulting both a finance manager and our title clerk, we have been able to determine that this customer's title was issued on 2/1/23. Attached is a screen capture from the title clerk to show this information. If there is any additional information needed from Fort Wayne ******* please let ** know. 

• Initial Complaint

  01/19/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I brought my 2016 ****** Sentra to the Fort Wayne ****** Dealership since approximately August 15th, 2022, with concerns regarding the vehicle. On the dates of Aug. 15th, 2022, Dec. 7th, 2022, Dec. 27th, 2022, and Jan. 11th, 2023 I had services done regarding the issues. I was noticing lagging/jumping issues, acceleration issues, stalling issues, heating issues, and rough idling issues from Aug-Jan. On each date of service, and dates in between where quick inspections occurred, I was told one of two things: either they could not find an issue (could not duplicate the concern) or they had isolated the problem and fixed it. On Jan. 12th, 2023, after receiving my vehicle back from the dealership and being informed that all the issues had been resolved, my car stalled again in the middle of a busy intersection. All the previous concerns I have had were also still present (stalling, rough idling, issues accelerating, lagging/jumping, and the heating issue got worse). One of the specific services ****** suggested after not finding a reason for the heating issue was to flush the coolant system for $152.62.On Jan. 18th, 2023, I went to a third party to have them look into the heating concerns and they found that my car was 2+ gallons light on antifreeze/coolant with air in the system with no leak present. This is only the first issue I have had a third party look into that ****** has a direct leak to the cause, but they also replaced my transmission in Aug. 2023, and it turned out to be a faulty part. I will acknowledge that they paid for the second new transmission and are sending a reimbursement check for the rental car I required for the service date.I am still dissatisfied with the fact that I have spent a total of $5,976.21 with my own money or with my Route 66 warranty to pay ****** to fix the issues in my car that are still present and unresolved. I contacted corporate and was told I would more than likely not be getting any help from them regarding the issue.

  Business response

  02/14/2023

  Thank you for making us aware of this situation. I have worked with our service manager to investigate the history of service visits for this customer's vehicle in order to determine the next steps. We found that, on the first visit in August, we replaced the transmission to resolve an RPM flare issue. Warranty covered about $3,700 and the customer paid about $600. After this, the second visit in December, our technicians extensively tested the vehicle but could not find an issue. There were no codes, and we were unable to duplicate the customer's concerns. The third visit, later in December, revealed that there was an issue with the replacement transmission installed in August. ****** Warranty covered this fix since it was an issue with a replacement part. The fourth visit on record shows that ****** technicians replaced spark plugs and an ignition coil to address stuttering/stumbling problems with the vehicle. With this said, if the customer is still experiencing the exact same issues with the vehicle, then we would be happy to take a look! Our service manager is able to wave the $140 diagnostic fee and we can diagnose the vehicle free of charge to the customer. If the customer would like to schedule an appointment, we can be reached at *************. 

• Initial Complaint

  12/15/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I bought a ****** Rogue from them back in June. When we were talking with them they told us that the car came with 2 keys and we ended up buying it. After we paid they only handed us 1 key and said that was the only one. We were upset but took it, however now when I went to ask if I could pay for a copy of the key, I was told it was going to be $460 for a key that they should have given me in the first place. I've tried contacting them and they just ignore me. At this point I would be fine even with paying a reasonable price, I just don't feel like I should have to pay that much just because they lied to me.

  Business response

  01/04/2023

  The issue is resolved. 

  Customer response

  01/04/2023

   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.

  
  

  Thank you.

  I just wanted to let you know that Fort Wayne ****** reached out to me and we have resolved the complaint. I didn't see anywhere in the portal to close this out.

   

  Thanks,

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

• Initial Complaint

  10/13/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchase a brand new ****** almost a year ago. When i purchased it was in the deal that i had some sort of paint protector that was included in the deal. Not free was in the purchase price. I was given the first weekend to return to have the vehicle inspected and they were going to send off for the ***** ( i think is what its called..Paint protector) And i was sent home with nothing done to the vehicle at all. And come to find out they do this only during the week. (And this was told to me after about a month of going round and round about when someone was going to pick up my car to have this done. I was trying to get this done on my brand new vehicle before the snow hit with all the salt. And it was never done,My last communication with them was om January 20th. Telling me they didnt have any cars to let me borrow so they would get back with me when they did. It is Now October 13,2022 and i havent heard a word from this company except them wanting me to go look at new cars.I have all comunication with this buisness still saved telling me they were working on it. I want a refund of money of a service they NEVER Performed. If you send me an email i can copy all the messages i have with this company on this matter.

  Business response

  10/25/2022

  After reviewing the customers complaint and working with the dealership staff to investigate this situation, we have determined a potential resolution. ******* paint protection services and associated costs are fully disclosed for every new vehicle sold. Additionally, we are able to provide loaner vehicles when situations like this one arise. Our deepest apologies go to this customer regarding them being told there were no loaner vehicles available. We cannot speak to the specific circumstances of the customers dealings with former dealership staff nearly a year ago, but at this time we are able to offer the application of ******* protection services to the customer for no charge. While we are unable to issue a refund for this circumstance, we are committed to the protection of all the vehicles bought from and sold by Fort Wayne **************** If this customer would like to schedule an appointment to have the ******* protection applied to their vehicle we would be happy to make this a reality, especially since it didn't happen when they purchased the vehicle from us. I will be reaching out to the customer to propose this resolution in the next few days. 

  Business response

  01/04/2023

  This is ***********************, the Owner Loyalty Manager for Fort Wayne **************** writing to you regarding customer complaint ID ********. After reviewing the customers complaint and working with the dealership staff to investigate this situation, we have determined a potential resolution. ******* paint protection services and associated costs are fully disclosed for every new vehicle sold. Additionally, we are able to provide loaner vehicles when situations like this one arise. Our deepest apologies go to this customer regarding them being told there were no loaner vehicles available. We cannot speak to the specific circumstances of the customers dealings with former dealership staff nearly a year ago, but at this time we are able to offer the application of ******* protection services to the customer for no charge. While we are unable to issue a refund for this circumstance, we are committed to the protection of all the vehicles bought from and sold by Fort Wayne **************** If this customer would like to schedule an appointment to have the ******* protection applied to their vehicle we would be happy to make this a reality, especially since it didn't happen when they purchased the vehicle from us. I will be reaching out to the customer to propose this resolution in the next few days. 

  Business response

  01/04/2023

  I received the second notice for Complaint ID ********. I apologize for the delayed response, but I wanted to forward you my response email I sent a few days ago. I have since contacted the customer and she told me that she did not want to have the ******* paint protection services applied to her vehicle. She declined the resolution I offered. 

  Customer response

  01/05/2023

   I am rejecting this response because: He tells me that this has been over a year but I have contacted this business numerous times and I have text messages and emails on this issue and I was ignored not once, not t**** but numerous times. what good is the coating job on a vehicle that has been thru salt and debris for Now over a year? Since the signing of the contract ive got nothing but lies. I'm still requesting a refund. I had a brand new car I was wanting to protect and protection nor callbacks I never got back.

   

   

  
  

  Business response

  02/03/2023

  Please see attached.

  Customer response

  02/16/2023

  Well I have to say that I was shocked to realize that the protection coating was not on the invoice as we discussed during the purchasing of the vehicle. I went back to my paperwork and reviewed it to make sure and it was not there. In ******s first attempt with the BBB answer they had stated that they contacted me and could not come up with a resolution to the problem. Which was true because I have been trying for now over a year to get this settled. And we spoke of the coating protection which was the total trade equity on the purchase agreement. (********) I got up from the table and told them no deal on trading the car unless they would pay off the current car I was driving. Then the manager of the salesman came over and offered the deal to even the deal so I was getting a total payoff on my vehicle. This to my understanding was on the paperwork but I was fooled by them. But I have proof they owed it to me and I have made sure to record that proof so it doesn't get erased. I'm being told another one of their many stories on why I wasn't getting my ******* ( excuse the spelling of it's incorrect) for other reasons. In my mind this is a coating that would have worked perfectly if the car was brand new off the lot with no winter salt and road oils to protect the car. Now a year later my girl( car) has been thru it all what is it going to protect now? I've been lied to over and over again and pushed to the side. With their admission to it on the first answer how can you go back now and say I'm not being truthful. Attached is the video of the untruthful proof. Their were others but that's the only one that has not been erased. ****** do the right thing. This is what you you said you were going to do and you failed. Maybe to the person writing these answers you were not there and were not aware. But this is the truth! Thank you for your time and attention! 

  Thank you,

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

   

  Video from ************************* - Fort Wayne Nissan Infiniti (vidmails.com)

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

  Customer response

  02/16/2023

   I am rejecting this response because:
  
  

  Well I have to say that I was shocked to realize that the protection coating was not on the invoice as we discussed during the purchasing of the vehicle. I went back to my paperwork and reviewed it to make sure and it was not there. In ******s first attempt with the BBB answer they had stated that they contacted me and could not come up with a resolution to the problem. Which was true because I have been trying for now over a year to get this settled. And we spoke of the coating protection which was the total trade equity on the purchase agreement. (********) I got up from the table and told them no deal on trading the car unless they would pay off the current car I was driving. Then the manager of the salesman came over and offered the deal to even the deal so I was getting a total payoff on my vehicle. This to my understanding was on the paperwork but I was fooled by them. But I have proof they owed it to me and I have made sure to record that proof so it doesn't get erased. I'm being told another one of their many stories on why I wasn't getting my ******* ( excuse the spelling of it's incorrect) for other reasons. In my mind this is a coating that would have worked perfectly if the car was brand new off the lot with no winter salt and road oils to protect the car. Now a year later my girl( car) has been thru it all what is it going to protect now? I've been lied to over and over again and pushed to the side. With their admission to it on the first answer how can you go back now and say I'm not being truthful. Attached is the video of the untruthful proof. Their were others but that's the only one that has not been erased. ****** do the right thing. This is what you you said you were going to do and you failed. Maybe to the person writing these answers you were not there and were not aware. But this is the truth! Thank you for your time and attention! 

  Thank you,

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

  Video from ************************* - Fort Wayne Nissan Infiniti (vidmails.com)

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

  
  

  Business response

  02/22/2023

  Thank you for providing us with more information and the attached video. In our initial response to this complaint,Fort Wayne ****** offered to have ******* ************************* applied to the vehicle since the customer stated it wasn't previously scheduled. The customer declined this ************** is important to note that ******* does not become any less effective after a vehicle has been exposed to the elements.Vehicles can be cleaned and have ******* applied in order to extend the life of the vehicle's appearance. This can be done at any point during the life of the vehicle. After receiving confirmation that the customer declined this resolution, dealership staff pulled the purchase agreement in order to make further decisions regarding the situation. Since the purchase agreement does not state that ******* services were ever paid for, we are unable to issue a refund. 

  Customer response

  02/22/2023

   I am rejecting this response because: They know what they do there and this is how they steal from people. I asked for this to be done on the very weekend it was purchased. I drove out there a *********************************** that they don't do ******* on the weekends. and after that it has been excuse after excuse its been over a year and now they want to play the innocent ones. This is wrong and I've submitted the proof that he was suppose to do the zeibart on the vehicle that was never done. Why would you call and offer it? If it wasn't something i was suppose to get? Do the right thing. And fix your ERROR not mine. 
  
  
  

• Initial Complaint

  09/28/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My wife and I heard a knocking noise in our Nissan NV 3500 12 Passenger Van. The van has just over 80,000 miles and is a 2018 model. The van is in great condition with 1 previous owner. We just bought it about a year ago. We took it to Fort Wayne Nissan and Infiniti to get a wheel sensor reset and the knocking noise investigated. This was towards the end of June. I scheduled an appointment for 10 AM and my family and I stayed in Fort Wayne, which is a 55 minute drive from our house all day. The vehicle was not even started on even though we had a 10 am appointment and we showed back up at 4 pm. They quickly reset the tire sensor and I told them I was disappointed in the customer service and that I would just have to reschedule. We finally got a chance to reschedule for August 8th. The Nissan Advisor advised us that the technician piston 6 to be bad and Nissan corporate approved a complete new small block motor to be installed. Our Nissan Advisor told us along with his Supervisor after several weeks and several complaints about hearing nothing of the status of our vehicle that the technician has been out sick for four days and no work has progressed. We were told about two weeks for parts and service to be in and completed. Nissan Corporate states that this is only an 18 man hour permissible job for the service center. It is now September 28th 6 1/2 weeks later and still our Van is not complete. I requested a loaner about a week ago and finally got one and it was a Nissan Kick that barely fits 4 people. My family size is 8! I have spent over $1004.00 worth of car payments on a vehicle that I can't even drive because it is all covered under warranty. It is sad that they don't prioritize or make every customer important whether its cash I am paying or covered under warranty. Why am I even having this issue of a vehicle with barely 80,000 miles on it. My wife and I have been treated poorly and ignored by customer service and are now at our limit.

  Business response

  10/13/2022

  This is ***********************, the Owner Loyalty Manager for Fort Wayne **************** responding to a customer complaint filed with the ********************. The complaint ID# is ******** and it was submitted on 9/28/22. After investigating this situation, we have found that a delay in parts coupled with a lack of proper communication [regarding these delays] from the service team led to the filing of this complaint. The customer had difficulties getting in contact with service advisors and was not receiving proper updates about his vehicle. This is something we are working hard to improve upon so that future issues like this do not occur. The customers vehicle is currently in our service drive and is scheduled to be completed today October 13th, 2022. All of the parts have arrived and the technician is test driving it now after completing repairs. I have personally been in contact with the customer throughout the course of the week. We informed the customer that we are committed to resolving this situation and apologized for the delays/lack of communication. To remedy this situation I am staying in contact with the customer until the vehicle is back in their hands. Their requested resolution is the completion of repairs, and we are working very diligently to make that happen.

   

  If any further information is required then I would be happy to provide it!

   

  Sincerely,

   

  *****************;| Owner Loyalty Manager

*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. ↩