Pacific Nissan

Review: I took my 2006 Nissan Maxima in for regular scheduled service on 7/3/13. At this time, there was no concerns with the mechanical condition of my vehicle, but I mentioned my glove box did not close properly and if they would look into it during the service call. They called me while my car was at the shop for the service and stated the hinges were broken and the glove box would have to be replaced in order to repair it. They stated they didn't have a glove box on hand - it would be a special order that would arrive within 30 days if I pre paid for it. I agreed to pre pay (and I did) and to this date (4 months later), still no glove box. I have called this dealer at least a half a dozen times on the status of my glove box and usually heard "this is odd, it has been escalated on the status after 1 month". After following up several times after the initial 30 days I spoke with the parts manager each and every time who always stated "you must be a mind reader, I was going to call you today". Last contact was on 10/7/13 (after I called) where the parts manager stated "Wow, I just talked to the manufacturer in Japan, the glove box is ready did you want the felt that came stock with it"? Silly question. I paid for the stock glove box! I said yes - I desire a OEM glove box as I pre paid for. He stated, "OK I am sure it will be here within 10 days now". I have not received the glove box yet and the parts manager does not accept or return my calls now.Desired Settlement: I desire full refund of my prepayment of $210.34 for the glove box, the interest paid on my credit card, and punitive damages by this horrible, dishonest business. I am seeking a payment from Pacific Nissan for a total of $400.00

Business

Response:

In regards to Mr. [redacted], we have had a longstanding offer to refund him the amount of money that he pre-payed for the part itself. That amount is $210.34.

At the time that the special order was placed for him he was made aware of the fact that it was a Japan only part with no estimate of availability or timeframe required to acquire this part.

We believe that the request for interest paid on his credit card and “punitive damages” are both excessive but a refund for the original order amount to be a fair resolution.

Worse car buying experience ever!!!! A week ago they told I got approved today they are telling me my monthly payments and interest had to go up, now I have to go back and get stuck in Friday traffic to go get the car back and return it. Do not buy a car here ever!!!!

Review: We purchased the vehicle on October 23, 2015. After reviewing the details of the extended warranties we purchased we decided they were not something we'd like to have and felt the total cost of the warranties and what they truly covered were not fully explained by the finance employee, [redacted]. We returned in October 30th and submitted all the paperwork at the dealership to cancel the warranties for a full refund with another member of the finance team since ** did not return our calls and according to our contract we were entitled to a full refund of the warranty price since it was within the first 30 days and no claims had been filed. We were told the paperwork would be submitted Monday when the main offices opened. I called the sales rep [redacted] on Monday but he was unavailable again and asked the young lady on the phone to verify our paperwork was submitted. She said the warranties were handled by a woman upstairs who was out if the office but she was sure she received them and the process usually takes a few weeks. I called back at the beginning of December and they took my name and number and said they'd look into it and call me back. I tried calling again right before Christmas and again they took a message. On January 5th I received a call asking if I was still in need of repairs, they apparently confused me with someone else. I told the lady no and explained what I had been calling about for 2 months. She said she would call me back and never did. My wife got involved and reached out to them herself on Hanuary 6th, when the receptionist said they'd call her back she refused and held until [redacted] got on the line. She was apologetic and helpful. She found out that our warranty cancellation forms were not submitted and the lady upstairs had no record of them. I emailed her the documents and she said they were submitted for processing. I've called the dealership twice since then and [redacted] has not been available and no one has returned my messages.Desired Settlement: I want the two warranties, Security Plus & the dealerships Titanium warranty to be 100% refunded since I submitted the paperwork in a timely manner. The total of both warranties is $4090.00

Business

Response:

The Security Plus refund will go to [redacted] to be applied to the principal of the loan.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

I appreciate their quick response and agreeing to refund the Security Plus warranty to the principal loan with Nissan Financial. I would like them to do so. However, there is the Titanium Warranty offered through the dealership that is also pending a refund that they did not mention refunding. I would appreciate it if both the Security Plus AND the Titanium warranty were refunded as requested. Thank you.

Regards,

Business

Response:

Fax confirmation that [redacted] received the $4090.00 so it has all been refunded.

Review: On August 30th, 2015, we purchased a new 2015 Nissan Rogue from Pacific Nissan.

On December 20th the dealer contacted us and advised that Pacific Nissan had delivered to us, (back on August 30th), a vehicle with a VIN that did not match the VIN on the contract and DMV paperwork. We drove around in a vehicle for four months that was not registered to us or properly insured. Pacific Nissan told us the vehicle that matched the VIN on our paperwork was still on their lot and was basically a twin to the one we had in our possession, so would we please come in and trade vehicles.

We returned our vehicle to Pacific Nissan on December 22nd and exchanged it with the one on their lot that had the correct VIN to match our paperwork. We agreed to this exchange.

On December 30th, during a visit to the dealer to check on some maintenance/warning light issues, it was noticed that some front bumper scraping damage was on the vehicle and had not been noticed by us or disclosed to us during delivery on the 22nd.

At this point we were extremely disappointed and dismayed at the VIN number mistake and the non-disclosure of the bumper damage. We were also displeased that the dealer refused to change the “in-service” date to December 22nd. We took delivery of the vehicle on that date due to their mistake and we were being penalized for their error. All they did was offer us two free oil changes.

At this point we felt that a full refund was warranted for the time driving an uninsured vehicle, failure to disclose damage and not changing the in-service date. All we wanted to do was buy a new vehicle, something we hadn’t done in 20 years, and Pacific Nissan ruined that experience with incompetent service. Matt Hansen, the General Sales Manager, denied our request for a refund, instead promising to provide us with replacement of the damaged bumper (which he did), and a written email detailing the unfortunate series of events that that we had undergone. No email was received.Desired Settlement: At this point we are still asking for the email detailing the unfortunate series of events with Pacific Nissan taking responsibility for their errors and a change to the in service date. The in service date determines when the factory warranty starts and according to their manual the in service date is the date the vehicle is delivered to the first retail buyer. The vehicle with the VIN number that matched the contract was not delivered until 12/22 and the in service date should reflect that.

In summary, Pacific Nissan, with incompetent and potentially fraudulent business practices, (by sheer coincidence we found out the VIN number mistake also happened to some friends of ours about two years earlier, discovered by the DMV and not the dealer!), and false promises, has failed to provide a new car buying experience that would bring customers the satisfaction that should come with the purchase of a new car.

Review: My husband emailed about a 2014 Versa and set up a time to test drive it with [redacted].

The car didn't have power windows. So we test drive another car with the added luxury.

I gave [redacted] my key to check out my car for the trade in. He then took it upon himself to grab an expired registration from my glove compartment. It was never returned.

When filling in a reference on the credit app [redacted] insisted the zip code for PB was 92106. I find it hard to believe that he didn't know the zip code of the same area as the dealership.

In comes [redacted] with the deals. Because of my extravagant need for power windows and color requirement, they can't find the car. But here is a 2015 with upgrades for about the same price.

My husband and I go outside to talk about it. We decide to move forward.

[redacted] comes over and tells us the first deal was too good. The owner vetoed it. But here is a 2014 with less upgrades that you can have for more money.

I was done with the whole situation. At this point we had been there for almost 3 hours.

[redacted] Horn comes over and begins his pitch by talking about the wrong car. It included a diagram comparing Pacific Nissan as Israel and the Mosey dealerships as ISIS. We found the ISIS comment very inappropriate.

I assertively say "I just want my key back and want to leave." At this point it wasn't clear who had it.

Key not returned, pitch continues.

By the 3rd time I had to ask for my key I began hitting the table. Still no key.

A 4th guy comes out and I say "Really interesting tactic you guys have by taking away someone's key so they can't leave." He tells [redacted] to give it back. [redacted] then pretended he didn't realize that he was holding it and returned it.

I was in shock that [redacted] had sat there and ignored my demand for my property. I thought that someone in the office had it because it wasn't immediately returned when I 1st asked.

I left there feeling straight up traumatized and it will be months before I revisit car buying.Desired Settlement: That this doesn't happen again to anyone.

Business

Response:

We Appreciate the feedback. As a dealer trying to improve on all fronts, it is also eye opening to know exactly how we fail. Although there is no room for negative comments or "tactics" we believe that there was nothing of the sort. There is a fine line on what is deemed acceptable and unacceptable when a car deal is being made. Usually it comes down to finances and what a consumer will and will not do. As a dealer, it is part of the territory to accept and not take personal when the client says "no" to the deal. However, in this case, we as a dealer chose to say no to the offer. That did not fair well with the client obviously; and understandably, our approach may have been taken out of context since we could not fulfill exactly what they wanted. We also failed to communicate that effectively. While every effort is made to accommodate the wants and needs of a client, sometimes a compromise is in order. We would like to reach that compromise, if given the chance: Especially since factory incentives and deals are constantly changing and improving. Unfortunately, the likelihood of that outcome seems far-reaching. Nonetheless, we will strive to make it right if the clients are willing. We apologize for any misunderstanding this experience has caused.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID[redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

Their response is very inaccurate. The issue had nothing to do the fact that they didn't have what I was looking for. The issue was that my keys/property weren't returned after asking for them clearly 3 times and I felt like I was being held hostage.

Regards,

Review: This has upset myself and my Wife particularly as I was threatened by another salesman ([redacted]) tonight and he was very patronizing and offensive. As I said I don not want trouble for the individual salesman as he was just the 'puppet' stuck in the middle and I hope you can ensure he does not get fired before Christmas as was threatened by Mr [redacted]. I got very upset and asked him to stop treating me like an [redacted] (sorry :-( ) as 9 times in one sentence I tried to speak to him and he completely ignored me but he carried on in the same manner so I put the phone down. I am English with good manners and I would never dream of putting a phone down on anyone as it is so rude, but he went too far.

Please read below the full transcript of the communication with Pacific Nissan. They called us at home without request and offered us the deal. It was then a horrendous bait and switch. The deal offered was a new 2015 Leaf S (with reversing camera) for $199 per month (plus tax of course) for 36 months, 12k miles a year and a $2500 down payment, to include the return of my current 2013 Leaf that is half way through a 3 year lease ($297 a month payment so we were attracted by the monthly saving).From: [redacted] <[redacted]>To: [redacted] <[redacted]> Sent: Wednesday, December 3, 2014 7:21 PMSubject: Pacific NissanSun 1822Hey [redacted], [redacted] from Pacific Nissan. I spoke with my managers and it looks like we'll be able to do it for you guys based on the information you've given me. What time would you like to come by tomorrow?1951MeJust to confirm before I waste your and my time is for $199 mth plus tax with 2500 down and the 2013 leaf s trade in? I have had 2 dealers so far ask me to come in to 'complete' the deal and when I get there they wont do the deal for the price.[redacted] 1958So my manager says that we will definitely be beween the 199 and 220, and the ony reason we wouldn't be able to do the 199 is if your credit isn't to where it needs to be to qualify for it. Based on the fact that you were able to get into two leases at the same time I'm assuming you have fantastic credit and it won't be an issue.Me 2007Thx. I have perfect credit.It needs to be 220 out the door though. Any more and it is not worth trading.Do you have a white one?[redacted] 2010Honestly I just left the dealer to head home. I know we have a white one available but I want to make sure it's on the lot before I have you come by.Me 2011I should get a better deal also as I have the privelages auto purchase scheme through united technologies who I work for. I need to get a code of you need it.[redacted] 2013I'll have to check on that tomorrow as well. We may need the code[redacted] Monday [redacted]The privelages auto purchase does give you access to our vpp pricing. We do have a white leaf that will work as well, I have my lot porters bringing it here to the dealership from our other lot.Me [redacted]Awesome. What is the final otd price per month after discount?Can you confirm it has the rear view camera same as mine?[redacted]199 plus tax. I am waiting on the vehicle to arrive here at the lot to make sure it has back up cam.Me [redacted]Awesome. It has to be fully charged to get me home .Can we do it tomorrow? Today is getting away from me already and it will take the pressure of you.Where is the car? If it is closer to me I could get it from there.Could you see if yiu could do the deal on the 2012 SL with 17k miles? Lease pay off is about the same. We got it from you guys.[redacted]It's just at our overflow lot. No one there for you to pick it up from. Trading in the SL instead of the 2013 shouldn't be an issue at all. I'll make sure to have it here and fully charged tomorrow.Me [redacted]Can we trade both the 2012 and 2013 together. That wiuls solve our problems completely.[redacted]You know what, that does make a lot of sense and we can help you out in that way as well. Glad you said something.[redacted]I'm sorry I tried calling your cell earlier. My manager won't be able to give you definite numbers until we see your leafs and make sure they check out. As long as they're in good shape we should be right where you want to be. When can you come by here?[redacted]Hey [redacted], my manager just handed me a sheet showing a 564 payment with just your 2012 as a trade in... I'm sorry to have wasted your time.Me[redacted]Please don't take this personally. I am lost for words and I am trying to keep professional. This is almost a 300% increase in prove from that initially agreed.1. Please provide me the name of the manager involved.2. please ask your manager for the contact details of the owner of Pacific Nissan group as I feel obliged to let him/her know of the incompetence of the management of the dealership. It is their right to know as it is their money being lost ultimately.3. I will be contacting the Revdex.com ([email protected] of which there are 14 complaints recently leading to an A-) and any where else Pacific Nissan advertises.4. I will be contacting Nissan motors directly as the dealership represents itself as a Nissan dealership and this conduct goes against their name as Pacific Nissan operates under their name directly.5. This is professional mis conduct at the worst level.6. It is not your fault directly as every time you confirmed the manager approved the $199 plus $2500 deal including the trade in.7. I have it fully documented.8. remind your manager that Pacific Nissan made the first contact with us offering the 'special' deal so you were soliciting a deal you cannot fulfill. Even without the trade in you cannot deliver what was offered. That is miss representation and there are specific laws against this that I will be pursuing tomorrow. (I get free legal advice through my company, and we are multi National)This is a particular example of bait and switch for Starters.9. If your manager does not fulfill this request of details that I am legally entitled to it will just reinforce my claim against Pacific Nissan.10. Pacific Nissan breached the law as they insisted on me providing confidential data before showing any details. That is a beach of the data protection act.11. Further to that it is officially classed as phishing as you solicited personal data including social security number under false pretenses.[redacted]Do you have the contact details for [redacted] who is General Manager for United Nissan? I have to pay $50 to register with linkedin to email him directly with the complaint. As I said I forwarded to Revdex.com already. Local News next but that will have to wait until tomorrow. I am sure with the black Friday stories and the Christmas rush approaching they will be interested.And now I am waiting for Pacific Nissan to respond.Revdex.com have contacted me already. I need the names of the managers involved to complete the complaint. They have this transcript already.I am waiting for my company to respond with a time to meet attorney.Desired Settlement: Bottom line is I just want to be treated fairly and with respect, and for Pacific Nissan to operate in accordance with the law and good (not even better) business ethics.

Please try and resolve this quickly as it is causing me a great deal of anxiety, particularly after the threats and treatment I received tonight.

Best Regards

Business

Response:

Pacific Nissan strives to promote truly exceptional service. However when a potential client is affected negatively by an employee's demeanor, it's bad for business. The alleged employee that Mr. [redacted] is referring to is no longer with the company since the 10th of November and it's unfortu[redacted] that he is not here to defend himself. But from the sound of it that's probably a good thing. We apologize for the distress this caused for Mr. [redacted] and moving forward, Pacific Nissan will continue taking strides to not let things of this nature happen.

On January 9, 2016, I went into the Pacific Nissan Dealership to take a look at a Nissan Note. I had originally wanted a Note because of how spacious they were when I have been in them and so I set up an appointment at a couple of Nissan dealerships. I wish I had gone somewhere else first. The person who helped me look at cars, [redacted], was helpful enough. He showed us to the used cars which were in my price range. I brought my boyfriend with me to assist in the purchase since I’ve been told for a long time that car salesmen can pressure you when you don’t know much about cars. Since this was my first car purchase I wanted to make sure I was given a fair deal. When we decided to test drive some of the vehicles [redacted] ran in to get the keys and when he went to start them up none of them worked. We had to wait around for them to jump start each car. They told us that the cars blinkers were left on during the rain so drivers wouldn’t run into them. That should have been my first sign to leave. After finding that I didn’t much care for any of the Nissans they had in the used lot I decided to sit down and discuss the Hyundai I liked instead. Keep in mind, my heart wasn’t set on this car, I just enjoyed it more than any of the other options I had at that dealer. I sat down and gave them the information from the credit union I had originally found a loan at. They asked me if I was willing to see what they could possibly offer me if I went with a loan through them and I allowed them to run my credit. I had every intention of still fulfilling my other appointments just to make sure I had seen any other cars I may like. That was where the trouble began. The salesman and the manager and the loan officer were all very adamant about me staying and not going anywhere else even after I told them I was not comfortable staying and just picking a car from the first place I went to. They could only off me higher amounts than I could pay and higher interest than I could handle. My max was 200 a month and a lower APR than 7.99. They were relentless and even with my boyfriend helping me I felt extremely uncomfortable with the way they all; except [redacted], consistently badgered me about staying. They offered me $270 a month with high APR and it would include the GAP, some kind of faded paint warranty and also an extension on when I would make my first payment. The finance manager who was “helping” seemed annoyed the entire time when I would reject an offer from him. He came back and offered me other prices but would never lower the price of the car but just kept trying to find someone else to loan me the money. After he was done being annoyed he sent over the new Manager of the dealership apparently. He was also annoyed and told me if I left I probably wouldn’t come back so they wanted to work with me. Every time they spoke to me, they were extremely frustrated that I would not just sign and he did not like that I would ask my boyfriend for advice. After some time yet another manager came out to find out what the problem was. This manager spoke Spanish and began having a discussion with my boyfriend in Spanish. I do not speak Spanish but he just assumed since I am Hispanic. That made me even more frustrated. After telling him I needed my payments to be $200 a month he said he would go see what he could do too. He came back with a 2.99% APR and $200 a month for 84 months which sounded too good to be true right? I was happy to sign at that moment and rang their sales bell and then was sent in to the office to fill out my paperwork. While in there, I asked when I would start paying off my loan and how the GAP works. The new finance guy who was having me sign told me that every car is offered that paint package no matter what but when they showed me the $200 a month that was because they got rid of the GAP and my payments were not extended. I still had my 2.99% APR and $200 a month but no GAP. That was shady and underhanded on their part. They just wanted me to ring the damn bell. So I had him add the GAP which then turned into $210 a month. My max was $200 for a reason but I still felt inclined to get it since my APR was low. Once I signed I was definitely ready to get out of there, but had to wait almost an hour for then to clean and bring the car around. That turned out fine since they at least replaced the battery that they had to jump start in the very beginning. Almost 2 weeks later, I get a call from another finance manager who says I have to come back in to sign papers because mine were not finished. Turns out they had me sign all the appropriate documentation but “misquoted” my APR and loan period to me. They now were telling me that I could only get 4.75% APR for 78 months at $240 a month. Now I was not only getting denied the offer that I had originally got but they were telling me that the first paperwork was just a quote? It didn’t feel like a quote when they shook my hand and said once I leave the lot it was my car and they would just send me the lenders information. I was alone going back and felt completely swindled. They would not lower the price of the car enough to meet what I was originally given at $210 a month. It was a terrible experience and I wish I had not gone to this dealership. They made me feel uncomfortable and belittled. Everything about the interactions seemed shady and I regret going here. It has been 17 days and I wish they would just take the car back and I will take my business elsewhere. Be careful of this Nissan Dealership, they don’t treat you with respect and just want to shove you out of the door in a false sense of security.

Review: I purchased a new vechicle from Pacific Nissan on October 18th, 2013. My account for that vechicle (Nissan Rogue) was not closed until December 30, 2013 there for my account was deliquent on payments and it was turned into collections. Nissan financial requires a written statement from Pacific Nissan stating that this was their error, I was not in possession of the vechicle or late on payments. I was told by Pacific Nissan on January 3rd that the reuqired info was sent to Nissan financial, a followup call proved this was false, they never sent the information to Nissan financial. Multiple attempts over the past month have been made to contact the manager, [redacted], at Pacific Nissian, with no return call. Nissan financial still has yet to receive info from the dealershipDesired Settlement: I would like Pacific Nissan to complete required paperwork and send it into Nissan Financial so that they credit report can be eliminated. I would also like for a represenative of Pacific Nissan to contact me regaring this issue as well

Business

Response:

This letter is to inform Nissan Motor Acceptance Corp. of the error that has been noted and we need to

convey that [redacted] traded in her 2011Rogue VIN-[redacted] Oct 18, 2013 and

there was an error in the processing of the payoff. We have been informed that the error has caused

[redacted] to have a delinquent payment noted on her credit history report. Please accept this

letter from Pacific Nissan to clear her name from being at fault for the final payoff that was late on our

behalf.

If there are any questions or you need additional information please contact [redacted] (Customer

Service Director) [redacted]

Regards,

Customer Service Director