Gerald Nissan of Naperville

Gerald Nissan of Naperville responded

Carlos; As stated from the 4 managers, Jason, and Yasser Ibrahim; we can not be responsible for damage to a vehicle three weeks after the delivery date. We have been dealing with this for 5 months, and stand behind the previous decisions that my management team has discussed with you. The fact that the radiator incurred some type of damage (stone, road debris, etc.) three weeks after you purchased the vehicle cannot be our responsibility as stated in the delivery agreements. Furthermore, the fact that the vehicle wasn't brought back to the dealership for diagnosis, nor repair, didn't give us the opportunity to help you out in any fashion. Instead, you took it elsewhere for repair and wanted us to pay a $700+ bill after the fact. We do appreciate your business and wish we had been given the opportunity to help you with the repair when the damage happened. Deen Collins - Operating Partner - Gerald Nissan

CFC responded

Mr. Collins it is nice to finally get a direct response from anyone at your dealership. For the record, I believe this is the first time I have ever heard, in a meaningful way, from anyone other than Jason Connor. My only qualification is Yasir called me once but never returned my return call so I went back to e-mailing Jason because I could usually get a response from him on a somewhat consistent basis. You do have a few facts completely wrong, which I should have been expected. The repair receipt which I provided to you, via Jason of course, is dated May 3rd! Which is the same day I first texted my sales person while the repair was being completed. I did not wait a single day to bring it to Gerald Nissan's attention. I believe that is 6 days after purchase. I will assume you confusion over the date of the repair was due to my submitting the receipt a few weeks later. But, I would have to point out, it took that long to find someone at Gerald Nissan to actually respond to me, so I could provide the documentation. My sales person would only respond “I’ll get back to you after he spoke to his manager”. No response ever came. I was able to reach Jason Connor after I sent a general e-mail to the Internet Sales team. Jason is the only individual who ever responded to me and in his e-mails he made it very clear he was not in a position to respond to my inquiries but had communicated the issue to management. My dialogue was continuous with Jason but did require routine follow-up. Jason would respond apologizing and explain he was always dependent upon (and promising) someone in Management to respond to me. Even my e-mails directly to YOU were ignored. I even had Jason confirm I had your correct e-mail address. But being absolutely consistent I received nothing but silence. I purposely relied on e-mail to have a complete record of the conversation. My e-mails were all provided to you in August. To my point, I would have assumed in the process of investigating my issue, especially prior to publicly responding to my post, you would at least get the facts straight. The date of the repair and its cost would seem to be important details to be verified prior to responding publicly. Both of which are on the receipt I sent. April 27th the purchase, May 3rd the repair and the cost was a little over $600. I will admit that I probably should have taken the car back to Naperville for diagnosis but remember I live in Glenview and that is the conversation I expected to have. The point of my review, which you wrongly assume, is not the $600. I want to be clear, the basis of my complaint is I never once spoke to a single manager of Gerald Nissan. Who these 4 managers are and what effort they took to address my issue is a COMPLETE mystery to me. My customer experience was horrible. Your suggestion that I, in any way, denied you the opportunity to address my issue is false. Its actually insulting. Your responses to my negative reviews are the first time I actually have a direct response to the radiator issue. I assumed long ago you had no intention of compensating me in any way. I would have to be an imbecile to think otherwise. I gave Gerald Nissan opportunity after opportunity to discuss my issue with me directly. Instead each opportunity was ignored. Your behavior establishes a consistent pattern of behavior which speaks volumes to me and I wanted to share my experience.

Gerald Nissan of Naperville responded

Thank you for the glowing review! We take pride in our customer service and do whatever we can to have our customers leave happy. Please don’t hesitate to contact me or visit us if you need anything else. Sincerely, Yasser Ibrahim, General Sales Manager, yibrahim@geraldauto.com

Gerald Nissan of Naperville responded

Thank you so much for taking the time to let us know how happy you are with your experience! Feedback from you is one way we know we are achieving our goals. Let us know if we can assist you again! Sincerely, Yasser Ibrahim, General Sales Manager, yibrahim@geraldauto.com

Gerald Nissan of Naperville responded

Thank you for sharing your experience with us! Our team works incredibly hard to exemplify the commitment to customer care and we're so thankful that your time with us was well spent. Please feel free to reach out to us with any questions or future auto needs as we are always here to help. Sincerely, Yasser Ibrahim, General Sales Manager, yibrahim@geraldauto.com

Gerald Nissan of Naperville responded

Hello Jennifer, We appreciate and understand where you are coming from and would like to elaborate on some things because we genuinely value your business, Jennifer. When it comes to pre-owned vehicles it is very difficult to compare one to the other. In this instance, our vehicle is a single owner with a clean Carfax and 20,000 fewer miles. We also qualified the vehicle for our Lifetime Warranty for as long as the new owner keeps the vehicle. We are very familiar with what is out in the market and where it is priced and why and if the other vehicle was the same it would have been priced similarly to ours. We pride ourselves in doing business the right way and apologize for any confusion the statements you read may have caused. Which is why I would like to invite you back to the store so we can have the opportunity to make this right with you. Sincerely, Yasser Ibrahim, General Sales Manager, yibrahim@geraldauto.com

Gerald Nissan of Naperville responded

We would be happy to discuss, and try to correct this situation for you, but are unable to locate the stated vehicle, or customer in any of our databases. We have looked through the last 5 weeks of Repair Orders as well, and are unable to come up anything. Please contact me at your earliest convenience, so that we can correct and address this issue. Sincerely, Deen Collins Operating Partner 630-355-3337 ext 201

Cooper27 responded

I was there on May 23, 2017 at 4:30p. How can there be no record of me? I have the paperwork to show you did an oil change and a tire rotation and offered me services I didn't need.

Gerald Nissan of Naperville responded

Thank you for recognizing your experience at our store. It is great to know that Greg was able to provide you and your husband with a pleasant time purchasing your new 2017 Pathfinder. If you ever have any automotive needs in the future, don't hesitate to contact us at any time. Sincerely, Yasser Ibrahim, General Sales Manager, yibrahim@geraldauto.com

Gerald Nissan of Naperville responded

David, I am surprised to hear that you are not happy a year and a half later since we last saw each other; you thanked me and said you were pleased as I helped you with getting your children in the Pathfinder as you left. I will address the Lifetime Warranty again, that you may do your own work, and as long as there is no neglect, the Lifetime is always good. Second, the credit app information you stated is incorrect. The application you and your wife signed stated $96000, not $120000. We did not change either application, I have both, signed by you. The same salary pulled to both of you, which we corrected by $8000 with the Bank, in writing, prior to approval. I have copies of all correspondence if you would like copies. Due to your credit scores, the rate would have nothing to do with your income. The initial repair on the bumper, as well as the detail of the Pathfinder were both substandard. Jose Torres spent a great deal of time in correcting both issues, as well as installing 2 new tires for you, under my direction, to correct the problem, free of charge. I reviewed the Pathfinder with Jose prior to your picking the vehicle up that morning, and was satisfied with the work; as you were, when you left!! And yes, I did offer to completely trade you out of the vehicle if you were still unhappy with it. I am sorry that you are still unhappy with everything, 18 months later. I would be happy to help, going forward, with anything that you would like me to. We will continue to strive to always make sure the customer is happy. As by our overall rating on this site, as well as our rating with the BBB and AG; we have succeeded with that mission!! Deen Collins Operating Partner Gerald Nissan

dlindh41 responded

When I get a letter with and addendum to the warranty I was sold by Vinod stating what I haven't stated to you, I will be happy May 04, 2017 After talking to you, I was under the impression you would send me a letter stating How Vinod sold it to me would be what I got not the lifetime warranty pamphlet I never saw the first time otherwise I would have read it. He's a liar. I changed my first review in between talking to u and receiving the lifetime brochure. I want what I was actually sold from that liar. I have been mad ever since I bought that crap from u guys... I just stopped because I gave up, but after Vinod had the nerve to call me to try to get another sale I just remember all this. I want people to know the xxxx I went through.... This is the 2nd biggest purchase u make other than a house and don't make the mistake I did... 96 whatever it was it wasn't what we made and was told by Vinod that lying on income will just get me a better rate. I'm sure you did go back and make try to change it bc I called u people out on it... It's now with the attorney general and NBC consumer complaints. Start running your company a little more ethical and u wouldn't have to deal with people. My goal is to get as many people to not buy there since I got skrewed. Less

Gerald Nissan of Naperville responded

Thank you for recognizing your experience at our store. It is great to know that Keith and our staff were able to provide you and your wife with a pleasant time purchasing your new Nissan Rogue SV. If you ever have any automotive needs in the future, don't hesitate to contact us at any time. Sincerely, Yasser Ibrahim, General Sales Manager, yibrahim@geraldauto.com

Gerald Nissan of Naperville responded

Thank you so much, Terry and Roxann for your continued business and this wonderful review! I am so pleased to hear that Ed has treated you excellently twice. Congratulations on your recent purchase and we look forward to seeing you soon! Sincerely, Yasser Ibrahim, General Sales Manager, yibrahim@geraldauto.com