Petaluma North Bay Nissan

Initial Business Response / [redacted] (1000, 5, 2015/08/07) */ Contact Name and Title: [redacted] , General Manag Contact [redacted] XXX-XXX-XXXX Contact Email: [redacted] @northbaynissan.com Mrs [redacted] complaint is against North Bay Nissan not Petaluma North Bay Nissan [redacted] sold the dealership on 1/30/Her complaint is against himWe have had several of these complaints against [redacted] and the old storePlease remove this from our profileThanks

Initial Business Response / [redacted] (1000, 5, 2016/01/09) */ I am sorry that [redacted] had an unfavorable experience at our storeAlthough after interviewing my staff, I would say that his description of what happened differs quite a bit from what we feel transpiredHe did call in inquired about a Murano and was informed of it's availability and priceHe then proceeded to ask for more of a discount and the salesman replied that he would ask but that it was an already advertised carHe then says he called back later and [redacted] was unavailable and said that he talked to his assistant(who was not on shift) and said he confirmed price and availability againI can not find anyone that can confirm thisHe then shows up right before closing time and proceeds to inform another sales person, ***, that he was quoted a lower price, which was untrueThe customer also states that the dealership lied about [redacted] being on the premises after he told him he was leaving, this is also not the case [redacted] did leave when he reintroduced them to [redacted] and was reached via cell phone to confirm what he had told the customer [redacted] was not in the store but we reached him by phone and he confirmed that he never quoted a lower price but said he would ask, as all sales people are willing to doWhen informed that we would not lower the price or pay him more for his trade, he became argumentative and agitatedAlthough, I feel bad that he left unhappy, I believe that some of this was perpetuated by the customer twisting things in an effort to get a better dealIt was the night of our Holiday Celebration and I am not surprised that the guys were not interested in getting into a prolonged battle with this customerOne time a year we close a little early to celebrate with our employees and they hold this time in high regardNot an excuse to not want to deal with this situation and I reminded my team that the customer deserves our best attempt at patientsI will not be providing the customer any compensationHe had the ability to buy the car for the advertised price and instead took too strong an approach in receiving a further discount and ended up losing the ability to purchase our car

Initial Business Response /* (1000, 5, 2015/08/07) */
Contact Name and Title: [redacted], General Manag
Contact [redacted] XXX-XXX-XXXX
Contact Email: [redacted]@northbaynissan.com
Mrs. [redacted] complaint is against North Bay Nissan not Petaluma North Bay Nissan. [redacted] sold the dealership on...

1/30/2015. Her complaint is against him. We have had several of these complaints against [redacted] and the old store. Please remove this from our profile. Thanks

Initial Business Response /* (1000, 5, 2016/01/09) */
I am sorry that [redacted] had an unfavorable experience at our store. Although after interviewing my staff, I would say that his description of what happened differs quite a bit from what we feel transpired. He did call in inquired about a Murano...

and was informed of it's availability and price. He then proceeded to ask for more of a discount and the salesman replied that he would ask but that it was an already advertised car. He then says he called back later and [redacted] was unavailable and said that he talked to his assistant(who was not on shift) and said he confirmed price and availability again. I can not find anyone that can confirm this. He then shows up right before closing time and proceeds to inform another sales person, [redacted], that he was quoted a lower price, which was untrue. The customer also states that the dealership lied about [redacted] being on the premises after he told him he was leaving, this is also not the case. [redacted] did leave when he reintroduced them to [redacted] and was reached via cell phone to confirm what he had told the customer. [redacted] was not in the store but we reached him by phone and he confirmed that he never quoted a lower price but said he would ask, as all sales people are willing to do. When informed that we would not lower the price or pay him more for his trade, he became argumentative and agitated. Although, I feel bad that he left unhappy, I believe that some of this was perpetuated by the customer twisting things in an effort to get a better deal. It was the night of our Holiday Celebration and I am not surprised that the guys were not interested in getting into a prolonged battle with this customer. One time a year we close a little early to celebrate with our employees and they hold this time in high regard. Not an excuse to not want to deal with this situation and I reminded my team that the customer deserves our best attempt at patients. I will not be providing the customer any compensation. He had the ability to buy the car for the advertised price and instead took too strong an approach in receiving a further discount and ended up losing the ability to purchase our car.

Initial Business Response /* (1000, 14, 2015/08/05) */
Complaint #XXXXXXXX has been resolved and Mr. [redacted] is happy.