Brown's Sterling Nissan

This vehicle did have a title problem attached to itWe were not able to attain a copy of the title customer who traded it inContinuous attempts resulted in failureWe eventually had to have the customer grant a power of attorney so we could apply for a duplicate titleUpon application we have found that [redacted] has an electronic lien on the vehicle that must be releasedWe are in process of working with [redacted] to accomplish thisThis kind of problem while uncommon does happen from time to time especially on older vehicles where consumers have misplaced title I understand the customers concerns and at this point am happy to refund if that is what they would likeI assume other than a reasonable amount of miles the vehicle is in similar condition as when it was purchasedWe will have to perform a quick inspection to be sureBarring any major accidents or mechanical changes in the vehicle condition a full refund can be issued Aaron S [redacted] General Manager

Dear, Revdex.com
Here is an itemization of the pricing
net sale price prior inclusive of all incentives and rebates, exclusive of state taxes, Tags, freight, dealer installed options, dealer processing fee and any optional insurances or service contracts
$state sales tax and tag
fees
$Freight
$DLR installed options pin stripes, door guards and wheel locks
$Dealer Processing Fee
$extended service contract
$maintenance plan
Total comes to $I am not sure where the $23K is coming from that he mentioned he financed
The customer put $down and financed $
Also in terms of the documentationThe form in which the customer is referring to and making the accusation that fees were added after the fact is a pre printed and standard documentEvery form in the store and every deal file has the same disclosures on themNothing was written in afterward
In regards to the dealer installed accessoriesIf the items described above were not installed on the vehicle then the customer is entitled to a refund of that charge of $We have record the customer scheduled the installation but we do not have a record the installation was completed

Brown's Dulles Nissan mailed a hand-addressed letter in a personal-sized envelope to my home address, with no return address Inside the envelope was a full-page ad either taken out of a local newspaper or made to look so, advertising Brown Nissan's 4th of July sale There was a sticky note tacked to the page which read "Catherine, Check out these 4th of July savings! -- J." This type of anonymous but "personalized" marketing was creepy, invasive, and highly inappropriate If I had been in the market for a Nissan, I would definitely have taken my business elsewhere I would tell anyone asking me about this dealership to stay away, based on this uber-aggressive and frankly icky advertising strategy Honestly, who at Brown Nissan thought stalker advertising would appeal?

It started with a nice service when I went to buy a new car, then turned into a nightmare the moment we concluded the purchaseI purchased my car in May and still did not get my tagsI was misinformed, ignored and lied to many timesI wish they were brave enough to take ownership of their errors and just fix them instead of hiding and ignoring customers like thatI like the brand Nissan and may buy it again, but never from Brown's Dulles, they actually ruin it for all Brown's location as far as I am concernedi gave them the benefit of the doubt and waited to give them enough time to get it togetherno apologies and no manners, I am really surprised they are in business stillI learned my lesson and hope no one will have to deal with a bad dealership like this againI am still working on getting my recall items done and my car tags from purchase till not have not been provided yetThe managers, Jad, Jessy are helpless and cowards, they know how to lie just to get out of the call and ignore youIt is disgusting!!!

This vehicle did have a title problem attached to itWe were not able to attain a copy of the title customer who traded it inContinuous attempts resulted in failureWe eventually had to have the customer grant a power of attorney so we could apply for a duplicate titleUpon application we
have found that *** *** has an electronic lien on the vehicle that must be releasedWe are in process of working with *** *** to accomplish thisThis kind of problem while uncommon does happen from time to time especially on older vehicles where consumers have misplaced title
I understand the customers concerns and at this point am happy to refund if that is what they would likeI assume other than a reasonable amount of miles the vehicle is in similar condition as when it was purchasedWe will have to perform a quick inspection to be sureBarring any major accidents or mechanical changes in the vehicle condition a full refund can be issued
Aaron S***
General Manager

The customers is clearly unhappy with the pricing and negotiationsThis can sometimes be a point of contention in the industry for sureThe proposed resolution by the customers words is a billing adjustmentI would like to know the specific adjustments he is requestingWe can certainly pull
the file and review the pricing with the customer again

[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.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me with stipulations. I need to return the vehicle and receive a refund before 8/17/since this is when the vehcile temporary plates expirePlease have the dealership contact me as soon as possible to set up a date/time to return the vehicle for inspection and to receive my refund. Also, I will need to know how long the inspection will take to ensure I have enough time alloted for this. The vehicle will not be released to the dealership until I get the refund as promised
Regards,
*** ***

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved]
Complaint: ***
I am rejecting this response because:
First off, the quote was for $14,635, not $14,It appears that the dealer is charging $for gas in this quote, gas isn't supposed to be included until laterSecondly, the $14,quote was supposed to be a bottom line final priceI specifically asked for a final priceOn the worksheet, it did say "customer ready to buy for $14,635".
Various discounts that were applied included July 4th, manufacturer rebate, and recent college graduateThe salesperson and I applied these to the MSRP sticker price of $18, This MSRP sticker price includes the $freight charge.
Thirdly, I never scheduled an appointment to have the dealer installed options installedIn fact, I was only notified that I could have them installed the moment I brought my complaint to the dealerA manager said I could schedule to have it installed and I haven't scheduled yetDealer installed options are typically installed before the customer drives off with the vehicleThere was plenty of time for the dealer to install the options while they made me wait for over two and a half hours to speak with the finance managerThere were not many customers during that timeDuring this time, they at least cleaned the car, but could have and should have installed the options since I did pay for it even though I didn't agree to it Also, it was said by the dealer in a message to the Office of the Attorney General that the dealer installed options include pin stripes, door edge guards, wheel lip modeling, and wheel locksI already picked out the car color and trim and decided I liked it as is, why would I have pin stripes added afterwards? Pin stripes are an option that I have seen on other cars, if I wanted it, I would have asked for itThe salesperson never offered it to me, as well as not offering the other optionsWheel lip molding and wheel locks could have easily been installed during that time as well
While speaking to the finance manager, I was already worn down by the excessive waitBeing a first time car buyer, I did not know that this is something that dealerships do to customersThere were not many customers and so that shouldn't be an excuseAdditionally, the finance manager rushed me through the paperwork and got me to sign for an extended warranty, something I do recall being asked about but not agreeing toIf the finance manager really was busy with someone else before me, then he should have taken as much time with me as the other customerThe 23k figure I cited in a previous message was not including the rebate, it was the raw value of the deal including interest
The pre-printed document I was referring to was pre-printed, and I only initialed next to the $14,quote, which was written in penThere was a pre-printed figure that was printed with an explanation that other charges apply, but that wasn't linked to the $14,quote, which was agreed on as a final priceA copy of the pre-printed document may have been made and the dealer probably wrote down the charge values to show me how the cash price listed on the contract reached $18k when I originally brought up my complaint.
Going with the dealer's belief that the $14,quote did not include taxes, tags, freight, processing fees and dealer installed options, then the car price comes up to around $17,That is only $less than the sticker MSRPIt doesn't appear that the July 4th discount and recent college graduate discount were really substantial at all
Lastly, the contract has language stated in the Buyer's order (and similarly in the Permissive Vehicle Use Agreement And/Or Addendum To Proposed Installment Sale Agreement Or Lease) that I believe allows me to cancel the deal, even in the absence of a cooling off periodAs stated in the Buyer's Order:
If your retail installment sales contract is not approved the dealer will notify you verbally or in writingYou can then decide to pay for the vehicle in some other way or you or the dealer can cancel your purchaseIf the sale is cancelled, you need to return the vehicle to the dealer within hours of verbal or written notice in the same condition it was given to you, except for wear and tear.
I received a voicemail from the dealer telling me that the contract was rejected and that I had to sign a new oneIt appears to me that I met the requirements for cancellation, even if the deal wasn't actually rejected by (more on that in a later paragraph)However, when I brought this up to the dealer, the dealer said that only applies when they can't cash the contractThe dealer then said that the contract was no longer rejected and that I didn't have to sign anythingThe dealer claimed that only a few lines had to be addedI'm not sure why the dealer called me telling me that I had to sign a new contract when the dealer allegedly was able to get it approved without meI then called *** *** *** ***, NMAC, who is the lender in this dealThey told me that they weren't able to confirm that the contract was ever rejectedThey did tell me that the contract they received a contract from 7/3/2014, the day I purchased the vehicle If the contract was amended by the dealer, then NMAC would have received it after 7/3/2014.
Additionally stated in the Retail Installment Sale Contract:
Upon assignment of this contract: (i) only this contract and addenda to this contract comprise the entire agreement between you and the assignee related to this contract; (ii) any change to this contract must be in writing and the assignee must sign itThe bottom of the Retail Installment Sale Contract states:
Seller assigns its interest in this contract to: NMAC
To me, this indicates that NMAC is the assignee, and since the assignee must sign any change (which the dealer said happened), then NMAC should have record of when the contract was approved, and if what they told me is accurate, then 7/3/is in fact the date the contract was approved.
So it also appears that the contract may not have been rejected at allBeing a first time buyer and having been taken advantage of once(the excessive wait time that worn me down), it is possible the dealer tried to take advantage of me again by potentially making me sign a new contract with terms even more unfavorable to meIf nothing legally wrong has occurred here, then at the very least, Brown's Nissan was dishonest with meThe initial deal was deceiving and dishonest (similar to a bait and switch, I really thought I was paying only $14,the entire time and I made a commitment to buy from them, and I held through on my end even with the excessive wait) and my further interactions with the dealer have done nothing but increase my distrust of themThank you Revdex.com for handling my complaint and please let me know if anything further is needed from me
Regards,
*** ***