United Nissan Complaint - Terrible Service
LAS VEGAS, NEVADA -- September 3, 2007
RE: 2007 Nissan Versa, VIN# 3N1BC11E17L434539
I am a manager at a credit union, and I have been working in the financial industry for thirteen years. I have extensive experience in loan processing.
On July 23rd, 2007, my wife and I visited United Nissan of Las Vegas to shop for a used car. After some time with a sales associate, we decided to buy a new 2007 Versa. The sales associate was pleasant, knowledgeable, and fair. Upon leaving the dealership, we were happy with our experience.
Before leaving the dealership, we inspected the car with a Nissan service rep, and found a chip in the paint on the hood, as well as some scratches on the doors. The service rep told us that we can make an appointment to bring the car in and get these fixed. She assured us that it would be a one-day process. She also told us that they could shuttle us to and from the dealership, but a loaner or rent-a-car would not be available. We saw this as a minor inconvenience, but not enough to ruin our car buying experience.
When we arrived at our home, we found that the keyless entry did not work. My wife went the dealership the following day to get this fixed. They fixed it without a problem, but they could not find the second key, which they had kept and informed us we would receive the key when we came back for the green slip. She was told that if the key was not found, it would take an entire day to make a duplicate. This was the first unprofessional issue we experienced.
About a week later, I started receiving calls from the dealership. I received calls from the sales associate, as well as four different associates from the finance department. They would call me four and five times a day while I was at work and leave multiple messages. I have also worked in collections for several years, and it is a federal violation set by the FDCPA to call a person in that manner, especially after leaving a message. It is defined by the FDCPA as harassment.
When I called the finance department back, they explained to me that we needed to come back in to sign some papers and close the deal. This confused me, since we signed all the contracts presented to us the day we bought the car, and as far as we knew, the deal was done the day we drove the car away. I told the finance officer that we both worked two jobs, and we would get in as soon as possible.
The very next day, I received another call at my work from another representative. He informed me that I had to come to the dealership that day (which was the last day of the month) to sign the paperwork. I told him that was not possible because of our work schedules, and he told me that I had no choice, and that it was imperative that we come in before they close of business that day. As far as customer service and professionalism goes, this to me was absolutely unacceptable.
We came to the dealership August 1st, and sat down with the general manager and complained to him about the phone call. He apologized and said he would talk to his finance department. We sat down with one of the finance officers and he explained to us that there had been an issue getting us financed, but there was nothing else for us to sign. He said all we needed to do was fax over our pay-stubs and everything would be done. We went home, found our pay-stubs, and I made a special trip to my work and faxed them. At this point, I was satisfied that my complaint was heard and the deal was done.
Four days later, I started receiving the same calls again. I received several messages saying that I had to come in and finish the deal. It was as if the previous trip to the dealership had never happened. A sales representative even came to our house while we were at work and left a hand written note on our door telling us to come to the dealership. I do not know if that is a common practice with Nissan dealerships, but that, again, was absolutely unacceptable to me.
We took time off from work and visited the dealership one more time. I went straight to the finance department and informed them that if this did not “finish the deal”, then I wanted my down payment back, and they can keep the car. The finance officer was not friendly and did not apologize or express any concern with our problem. He did produce all new paperwork, and we signed the papers again, and we were on our way. At this point, I had decided that I would never do business with United Nissan again.
My wife made an appointment to get the chip in the paint fixed on August 29th. When she dropped off the car, she was informed that it would be a two-day job. She explained to them that she was originally told that it was a one-day job. She service representative said there nothing she do about that and insisted she would need the car for two days. She did not offer a loaner or rent-a-car, and my wife did not ask since she was told before that that was not an option.
My wife was told that the car would be ready at 2:00 the following day, so she left work early. She called the dealership to make sure the car would be ready and make sure they had her number to let her know when. She waited for three hours and received no call. The dealership did, however, call me to let me know the car was ready. I, however, was at work and did not get the message until 4:30. I called my wife to let her know, and she called the dealership to have the shuttle come get her. The shuttle driver said it was too late, and he could not come to get her that day.
I called to complain to the service department, and the service representative informed me that we could have received a loaner car, had my wife asked, but since she did not ask, there was nothing they could do to help us. The service rep transferred me back to the shuttle driver, who, again, could not help us.
I called the dealership again and asked for a manager, and I was transferred to a sales manager. I explained my problem to him, and he told me that it was not his problem and there was nothing he could do about it, and he hung up.
I called back and asked for the general manager, and I was transferred to a voice mail. The voice mail gave no name. It only gave the automated “leave a message” message, which I think is very unprofessional for someone at the management level. I left a long and detailed message of who I am and what my problem is.
Five days have now passed, and nobody from the dealership has contacted us. We are still without a car, which I assume is still sitting at the service department, yet nobody is concerned enough to call us. At this point, I would just assume get my down payment back and leave the car with United Nissan so that I can take my business to another dealership.
In Las Vegas, I have purchased new vehicles from Towbin Dodge, Planet Hyundai, and Honda Motorsports, and I have purchased four new vehicles from dealerships in San Diego prior to moving to Las Vegas, and I have never had this much trouble with any purchase.
Not only will I never return to United Nissan, but I will dissuade anybody from visiting this dealership in the future.