Marlboro Nissan

Marlboro Nissan responded

Since it seems we were unable to resolve this issue for you, I feel it is important for consumers to see the lengths we went to in an effort to accomodate you. As such I am posting our communication: Marlboro Nissan wrote on 7/27/2009 4:09:15 PM: Hi Nick, My name is Timothy Martell, the Customer Relations Manager, here at Marlboro Nissan. I would like the opportunity to speak to you directly so that I can fully understand your side of thing. Please contact me at your earliest convenience at (888) 251-3813 or e-mail me directly at tim@marlboronissan.com. I am sorry you needed to escalate things to Nissan Consumer Affairs. I am sure I could have resolved this to your satisfaction weeks ago. Again, it is never our intention for our customers to feel that they have been taken advantage of and I promise I will work to resolve this for you. Thanks for brining this to my attention. I look forward to speaking with you personally. Sincerely, Timothy P, Martell Customer Relations Manager Marlboro Nissan (888) 251-3813 tim@marlboronissan.com Yourlife123 wrote on 7/27/2009 4:59:52 PM: Hi Tim, I can only imagine how you received my name considering this sight does not publish names. I do not believe that you would be of much help currently. I appreciate the offer but I must say with all that has been done I have not been impressed by the service and customer care. I still have the saved emails to which I asked about cancelling the service plan before I even received the vehicle and was told that this was not an option but would have someone call me about explaining the plan. (No One Called) I spoke with a Marianne ext. 1590 ticket #6530380 at Nissan Consumer Affairs almost over 2 months ago to put this cancellation in process for a full refund since I was mis-informed on my rights and what I received. She explained to me all I would need to do is go down to the dealership to discuss with finance department to receive a full-refund with all things considered, and I would be granted a full refund and would be issued to my lienholder. Instead I was made out to be a joke at Marlborough Nissan, that they would not grant this refund. At the time this was only the 1st week of July, and I would not have even known about this cancellation if it wasn't for a gentleman that deals with finiance for a bank and occasionally Marlboro Nissan. He explained that I should look to get a full-refund since he has seen it happen before even after the 60-days is up since I was mis-informed on my rights to cancel and that I had originally asked both in-person and through email about cancellation to Jim McCall but was infromed I could not. At the time this whole process and ordeal started it was only about 5 days after the 60 day grace period. It isn't exactly the most convienent area for me to get to after work to take care of paperwork but I did attempt to and was denied the service that night. I don't know how phone records/notes on accounts are taken or kept but it seems as though whenever I do speak to someone at Marlboro Nissan they have no idea who I am, what I a Marlboro Nissan wrote on 7/30/2009 3:15:22 PM: Hi Nick, First, I sincerely apologize that you had a bad experience here. It is never our intention to mislead or withhold information. In my investigation into your case it seems that it was really more a case of laziness on the part of my employee's in not making sure you were crystal clear on the terms of the extended service plan you purchased. That is no excuse, however. I am aware of your case because I work for Marlboro Nissan and was able to deduce from the content of your review that it was you - DealerRater does not EVER divulge the identity of the reviewer. I guess I am a bit confused, though. I certainly won't speak for any of the people you encountered in the process of canceling - if you felt mistreated that is unacceptable and this has been discussed for future training -but my understanding from watching the in office video's and listening to our recorded phone calls is that both Nissan and our Finance department informed you that you need to physically come to the dealership in order to cancel this warranty. Since you were unable to do so within the 60 day time frame, you are required BY NISSAN not Marlboro Nissan to sign a waiver that states NISSAN (not Marlboro Nissan) may charge you a $50 cancellation fee. This is a required document by Nissan. We cannot process your cancellation without it. We are still happy to cancel this coverage for you, however you are required by law to do so in person (This is for your protection otherwise anyone could call up pretending to be you and cancel your coverage!). Again, Marlboro Nissan is REQUIRED by Nissan to turn in the waiver signed by you that states Nissan may charge a $50 cancellation fee. I am sorry if you feel this is unfair, but please understand, this is not OUR policy, but one that is required by the manufacturer. If you have any further questions or concerns I will, of course, be happy to assist in any way. Also, your response was cut off. So I am not sure what other concerns you may have had. It is important to us that we can resolve this issue for you. Please feel free to e-mail me directly or call me anytime. Again, my apologies that this has gone unresolved for so long. Sincerely, Timothy Martell Customer Relations Manager Marlboro Nissan (888) 251-3813 tim@marlboronissan.com

Marlboro Nissan responded

Hi Margie! Thanks so much for the rave review of us and, of course, Jim! In most businesses, you generally only hear when something goes wrong. It is really rewarding for the salespeople to hear how doing the right things and working harder to give that extra special touch makes all the difference. We look forward to serving you for the next ten years and beyond! Sincerely, Timothy P Martell Business Development Manager