Nissan World of Springfield Complaint - Poor Customer Service at Nissan World

Review by maia422 on 2012-01-09
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 **, a salesman at Nissan World. Mr. ** 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 aftermarket 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 ** 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. ** then brought out his supervisor, which was **. Mr. ** 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. ** 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, **. She informed me that all the necessary information was available to the dealership and that there was no need for Mr. ** 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. ** was very helpful and also suggested that I go to NissanUSA.com for additional information.

Upon completion of that call, I again contacted Mr. **. 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.
Comments:4 Replies - Latest reply on 2012-01-09
Posted by Manuel on 2012-01-09:
Seriously considering? Not only would I not return, I would probably drive around for a bit with a sign on my new car stating "I didn't buy this from Nissan World. Ask me why." and drive around the dealership frequently.
Posted by T on 2012-01-09:
I understand your frustration. The business of substituting aftermarket parts for ones that may have been available from the factory (eg spoiler, sunroof) is a common one dealers use.

As far as the "lease loyalty" situation, it appears from what you wrote that there is in fact an issue because of late payments. I'm not sure I would want to work with this dealer, but you may have that same issue at another Nissan dealership.
Posted by Manuel on 2012-01-09:
I would also that the mis-information provided by the salesman is a perfect example of why the customer needs to know exactly what they are looking for when that are ready to buy.

Know the car first. A salesman isn't a car expert, he's a sales expert. I've had more than 1 car dealer make-up answers instead of simply saying "I don't know".
Posted by CowboyFan on 2012-01-09:
When something like this happens, the first thing to do is contact an attorney. Then, you may have been able to rescind the contract based on fraud in the inducement, e.g. You signed the lease on this vehicle, only because the dealership misrepresented that no manual transimission was available; If you had known the truth, you would never have signed this lease.

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