Nissan World Complaint - Poor Customer Service at Nissan World
SPRINGFIELD, NEW JERSEY -- My wife and I have been loyal Nissan customers since December 2005. In November 2008, I walked into Nissan World of Springfield, New Jersey, with the intention of leasing a second Nissan vehicle. I was interested in the Altima Coupe. I requested a manual transmission and was quickly veered towards the much more common dual transmission. When I declined and stressed my desire for the manual version of the car, I was told that manual transmission had been discontinued for the 2009 model because of its low sales. I then opted for the dual transmission. A few days after leasing the Altima Coupe, I learned that I was provided with false information, as there was in fact still a manual transmission model on the 2009. I immediately returned to the dealership. I requested to speak to the sales manager. After explaining the situation and requesting a vehicle change, I was issued an apology but told that a change was not possible. I left the dealership feeling angry, cheated, and victimized on that day. I immediately filed a complaint with the Better Business Bureau. Soon thereafter, I contacted by Seymour Johnson, a salesman at Nissan World. Mr. Johnson expressed his and the dealership’s desire to compensate me for the problem. We agreed upon the installation of a factory rear spoiler on my leased vehicle. They had me come in to look at the spoiler and sign documentation on the agreement. When I went to the dealership to pick up the vehicle, I immediately realized that the rear spoiler that was installed on the vehicle was not the stock Nissan factory spoiler that I was shown the day I signed the agreement nor did it resemble any of the rear spoilers that I could see on the other Altima coupe vehicles. It was in fact a cheaper after market part. When I requested an audience to voice my displeasure, I was given none. I once again left the dealership feeling quite literally like a fool! Rather than continue to course a filing complaints, I opted to not return to Nissan World for my vehicle maintenance before my lease contract expires in February.
Upon returning to Nissan World, I noticed that they had undergone a serious makeover, as it was literally running out of a trailer three years prior. It was my sincere hope that there might also be an upgrade in the level of service from which I had received in November 2009. However, this was not the case. I initially spoke with Alex Reyes about looking into another lease vehicle. Once again, I stressed my desire for a manual transmission and was told that it would be difficult but could be found. Mr. Reyes then brought out his supervisor, which was Seymour Johnson. Mr. Johnson recognized me and also recalled my situation from three years prior. He then stated that he would definitely be able to work out a great deal for me. However, once again, this was an untrue statement. They claimed that I did not qualify for the lease loyalty program because of more than one late lease payment. Mr. Johnson stated that there was nothing they could do for me unless I contacted NMAC at 1-800-274-6622. I immediately called and spoke to a representative, Mary Ann. She informed me that all the necessary information was available to the dealership and that there was no need for Mr. Johnson to direct me to contact them because he could have done this at the dealership. I requested a listing be sent to me of my reported late payments. Mary Ann was very helpful and also suggested that I go to NissanUSA.com for additional information. Upon completion of that call, I again contacted Mr. Johnson. Before I could express my dismay, he stated he needed to call me back in less than five minutes. He never returned my call! At this point of time, I am seriously considering taking my business elsewhere at the end of my current lease.
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