Complaint Review: Hoffman Autosales - Hoffman Nissan

To Whom it may concern,

I Eduardo O am trying to reach Hoffman Nissan through email in hopes that you realize the error in your ways of treating a new customer. I was supposed to recieve a phone call from Roger Dusi two days ago with a decision on whether or not hoffman nissan would replace the defective DVD Player that came in the 2004 Honda Odyssey that I purchased from Hoffman Nissan on March 12, 2009. I never did recieved that phone call because it was made to an incorrect number. My spouse later informed me that Hoffman Nissan was not going to replace our DVD player. I have heard so many good things about the way that hoffman nissan took care of its customers, but I am sad to say that from my experience thus far it is not true. I would have never purchased a vehicle from Hoffman Nissan if I had known that they would sell me a vehicle that had defective parts and then refuse to replace them because they are so called "non safety related". Before I purchased a vehicle from Hoffman Nissan I spoke to Roger Dusi and explained to him my situation. I had just been involved in a major car accident with my spouse and two year old son, and I was in dire need of a vehicle before March 16, 2009. I am currently serving as an active duty military member in the United States Airforce and I was relocating my spouse and child to Massachusetts for a year while I served my tour in South Korea . With the circumstances of the accident we were left without the primary vehicle that my spouse should have had while I was deployed. This explains my dire need for a new vehicle. My only concern before I left on March 16, 2009 was to make sure that my spouse and child would be situated with a new vehicle that would be virtually maintenance free for the remainder of the time that I was gone. Once we purchased our vehicle from Hoffman Nissan and began our trip back to Massachusetts we realized that the rear windows were non operational and neither was the DVD player. Once I returned home I emailed Roger Dusi explaining the defects in our new vehicle and how we could go about getting them fixed? Roger simply said to schedule the repairs through the service department. By the time my spouse brought the vehicle to the service department I had already left to go back to my duty station. My spouse explained to me that she was told the DVD player could not be fixed because it was not a safety related item, and that the windows would have to have some parts ordered. I simply cannot understand why a major coporation such as Hoffman Autosales would sell someone a vehicle with a defective piece of equipment and not take the responsibility to replace it. I hereby am informing Hoffman Nissan that I am going to contact The Better Buisness Bureau and RipReport.com to explain to them this situation, as well as send them both a copy of this email.

This is from the general manager of Hoffman Nissan....

I have looked into this situation and want to stress that my family always does what they can to keep our customers happy, and that is why we have been in business for over 80 years. I take every customer concern seriously. I spoke with my service manager Elliot Matos , and he has informed me that your window motors have come in, and are ready to be installed at no charge to you. However, the DVD player could not be repaired in house and is not a safety item. However, as a good will gesture we are prepared to offer you a discount if you choose to have it repaired or replaced. Please contact my service manager ********* at 86... for any questions or notification when you are going to come in to have the window motors installed. (The DVD player was defective before we even signed for the vehicle), But we figured no big deal they are a reputable corporation they will just go ahead and replace it. Wrong!!!

Eduardo
layton, Utah
U.S.A.