Boucher Nissan of Waukesha, Inc.

Review: Although there were multiple dishonest and unethical sales tactics, the main focus of this complaint is concerning the inclusion of services to our sales agreement without disclosure of the cost being added to the vehicle sales price.

Specifically, finance agent [redacted] offered to us an extended warrantee to which we clearly stated we were not interested in. Having thought that discussion concluded the matter we continued to negotiate. Finally, the bank offer was proposed to us with four options. The most expensive contained a 7year/100,000 mile warrantee, 3yr maintenance plan, extra theft protection, extra roadside assistance, and GAP insurance. The cheapest of the 4 choices included the GAP insurance, the maintenance plan, and the 7 yr/100,000 mile extended warrantee.

Because, it was the cheapest of the choices and they mentioned nothing about additional cost for anything we assumed that was the cheapest choice available. We proceeded to [redacted]'s office to sign all the final papers. He never mentioned the additional $3,800 in cost that the extended warrantee (that we previously refused!) and the maintenance plan would add to the price of our car. In addition, [redacted] had me sign the paperwork on an electronic signature pad. I assumed I would see the documents or they would be explained, but neither happened. I left the dealership and upon reviewing the paperwork noticed the additional charges. When I called the dealer to have these removed, they agreed that those are optional services and could be removed. But, we would have to call the warrantee companies after 7-10 days to have them removed.

The other unethical sales practices that we encountered included the following.

During the sales negotiation of vehicles the finance manager [redacted] presented us first with a price including paint and interior protection cost of approx. $1500 which we were never presented with nor were asked if we want. Upon removing that, per our request, he informed us that we could not even consider buying anything with them unless we give them $6-10,000 down (we ended up only having to put less than $2,500 down).Desired Settlement: We would like to recover our money, however, we already tried to return the vehicle and they refused. We would like to make it known that we settled for this vehicle instead of the model that was less than $3,800 more than the one that we settled on. If not for these unethical tactics we would and should be driving the vehicle we truly wanted!

Business

Response:

Dear Revdex.com,

Review: When we walked into Boucher Nissan we were assisted by a sales associate named [redacted]. He sold us a 2009 Nissan Rogue, showing us a Car-Fax and everything. However he eliminated from the car-fax report that this car had been in an accident and as such was not worth the price being quoted. Fast forward to a year later, in an attempt to refinance our 2009 Nisan Rogue we were told [redacted], left the company and had sold us a car that had body damage that was repaired. This depreciated the retail price of the vehicle by roughly $7000. In an attempt to have nissan make this right, they refused to adjust the price, and refused to work with us to come to a reasonable conclusion. If this accident had been disclosed we would not have purchased this vehicle.Desired Settlement: We would like the initial cost of the vehicle to be adjusted to the market value of this vehicle in fair condition according the [redacted] for the year in which it was purchased. We understand the natural depreciation of vehicles is constant, however because we were sold a car listed in "excellent condition" according to [redacted] pricing the depreciation is far more drastic. I would love to solve this issue not involving the courts but will consider it highly if an amicable agreement is not reached.

Business

Response:

Dear Revdex.com/[redacted],

Review: Boucher Nissan has been absolutely abysmal to work with. I have chains of emails spanning more than two months, in addition to a TON of phone calls, trying to get a refund(which they said they would do, but has not come to fruition) on something they LIED about when we signed up in the first place for the "additional coverage". I'll start from the beginning:

My fiancee and myself came in to Boucher on Valentine's Day of this year to pursue trading in a car and getting herself into a vehicle that would better pursue our growing family. This process, besides being lengthy(which was expected), was actually not so bad. The salesman, Mike G[redacted], did a fantastic job. He treated us like family and helped us find a car for the price we were looking at. Following a reached agreement with the manager above Mike, we were sent to the financial executive Nick S[redacted] to finalize everything and sign off on the paperwork. He, as expected, tried to sell us on additional coverage. With every attempt he made, I informed him that we insure a mechanic next to us who would take care of any of the services he was listing off for us, so it would not be worth it. Especially not with us trying to save any money we can for our wedding. He countered with: 'Well what about tires. You know how expensive those can be. They would be covered over the lifetime of your lease agreement". Great, I thought. Tires can be expensive, as I learned in my previous lease agreement for my own car. Paying for the additional coverage on this would be well worth it, even if you don't have any issues over the lifetime of the lease. So, we signed all the paperwork quickly, "so he could get us on our way".

Not even one month later, the car gets a flat tire. Thank God that's covered, I thought. We really can not afford that right now. A tow truck guy comes, replaces the tire with the spare for her, and she heads home. She schedules an appointment with Boucher for the next day to get it taken care. I go with her, because she's nervous about riding on the donut tire. We get there, they take the car away and begin working on it. Once completed, the garage service technician tells us this is not covered under our program, and that they need to charge us the full price of the tire and that he can do nothing about it.

At this point, I am already enraged. Tires were the ONLY thing that sold me on the extra cost, and they're telling me they aren't covered. I demand to speak to Nick S[redacted], the sales associate I signed all the paperwork with that night and the one who said tires were covered. He was not in, and I spoke to another associate who looked like he had just started and knew nothing about the account and said he could not help me. I asked if he could call Nick's cell phone to try to assist me and he said no and that I'd have to call back tomorrow when Nick was in. I became angrier, as this could have easily been fixable if a few simple phone calls were made.

This was only the beginning of my issue with Boucher Nissan. I called up there several times for 3 consecutive days, and left voicemails each day. None of my calls were returned. I reached out to Mike G[redacted], as he was so helpful when we were up there. It took him a day to respond, but he responded with an email to get a hold of Nick. Again, I received no response when reaching out to Nick via email. I reached out to Mike again, and asked him if he could personally go talk to Nick and tell him to respond to my emails or call me, as I just wanted a resolution to the situation that was fair. Finally, I get an email back from Nick.

Nick said he talked to his boss, and said because of the "miscommunication", they would help us out and asked what I suggested. I just stated that I wanted a refund for the tire, as that was the impression that I had I was covered with. He said the boss said they could do that(cost of tire was $176.42), and that he would work out the details. Following this, I would go days at a time not hearing from Nick while trying to work out if a check would be mailed out, or if it would be deposited back into the account it was withdrawn from. I often times had to email him 3-4 times in between days of not hearing from him. Eventually, he responds with, "I do not work there anymore, but you can call Tony M[redacted], the manager up there, and he'll get it squared away for you".

So, I call up there. Same ridiculous situation as with Nick. Left voicemails and messages, and hear nothing from him. I did not give up. Finally, I called enough times where I was able to get a hold of him directly. He informed me that they had to go through corporate, and that was why it was taking so long(which the length of time is an issue, but the real frustration lies in lack of communication). He said, however, that they had mailed out a papercheck the previous Thursday, and that I should be receiving it in the mail any day now. I asked what address it was being sent to(as my fiancee's address and my own are listed on the lease), and he said he was not sure and that they already filed away the information. He said to call back next week if we did not receive anything.

Well, did no receive anything, so I call back. No answer. Left a ton of messages. This was more than a month ago. Have received no phone calls back. My fiancee contacted Nissan corporate, and went through a lengthy process with them as well(the case # is [redacted] in reference to VIN#: [redacted]). This process lasted 3 weeks. Their conclusion? They can not do anything because no one from Nissan Boucher in Waukesha will call them back. Talk about no control, and total unacceptable business practice. Poor communication at every level, being lied to, and still not having our refund in hand is something that has led me to want to sever ties immediately with Nissan Boucher, but since that is not possible we will be escaping from them as soon as the length of the lease expires. The desired solution here is so obtain our refund, and to hope that there is a better business practice instilled so that nobody else has to go through this ridiculous process to obtain something they were told they were covered for from the beginning.Desired Settlement: I simply want my money back. I was told a check was issued, and this was months ago. Besides this, I would like to be absolved of my lease/any ties with Nissan Boucher, but I know that this is not possible. The refund amount should be:

$176.42

Business

Response:

Mr. [redacted], I apologize for this issue and the runaround you have experienced. We will refund the money desired. Appreciate your business.

Review: Jan and Feb of 2016 I worked with [redacted] and [redacted] on the sale of a used car in return of my leased vehicle. I spoke to, met with and emailed [redacted] several times over the course of several weeks. We came to an agreement and I bought the used car, including his warranty add-on's I did not ask for. Three months later, out of the blue, I am served with court papers for repossession of the leased car I returned. I called Boucher and they said the vehicle had been sold. I spoke to [redacted] (and others) a few times trying to rectify the situation. I gave them my direct work phone number several times yet they continued to call my cell that I had informed them had no reception at work. After 2 weeks of trying to resolve the issue, I emailed and called [redacted] and [redacted] through their work numbers. [redacted] was frustrated with me and too busy, [redacted] was at dinner and was very condescending and short with me. I called Boucher Nissan, they transferred me to him. His attitude was appalling and not warranted.

I now have a lawyer fee and warranty add-on's I won't use. This is my third consecutive Nissan and my last. All I wanted was truth, resolution and an apology. A little respect goes a long way.Desired Settlement: $800 refund for maintenance & warranty add-on's I will never use, as well as missed time from work for court dates and attorney fees.

Business

Response:

Dear Revdex.com, We called [redacted] today and are working on a resolution. Thank you [redacted]

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

Regards,