Premier Nissan of Metairie

Review: I bought my vehicle in February/March of 2015. I have had issues since the beginning. My first issue was when I was told my liscense plate was ready and made the two hour trip to retrieve it only for my liscense plate to have been lost in less than 24 hours. I first went in and told my sales associate that I wanted to see what I could get approved for. I finally had my vehicle picked out and test drove and waited for hours to get paperwork done and at last minute was told I could only get the manufacturers smallest made car. Eventually I got up to my current car but it still wasn't what I was initially told. Then the sales person never went over exactly what I was getting. I found out recently my car model doesn't come with door speakers in the rear of the vehicle even though they have speaker boxes in the door. I found this out when I wasted and hour going to a different Nissan service department because I had thought my speakers went out. My concern was raised after my radio started acting funny and my Usb portal went in and out. Yet I was told dealership couldn't "duplicate the issue" and sent me on my way without having trying to offer replacing anything. They are only waiting until my warranty goes out to take more of my money. I had my hood dent in within three months of purchase after closing. I brought this to dealer but once again was told it was my fault. This hood is defective and the metal should never have warped like that after closing in carefully rather than slamming it yet once again no one took responsibility. Not even Nissan consumer affairs. I was also told twice at time of sale and when calling to set up oil changes that since I bought my car there that the oil changes would be complimentary. At my second oil change I was told that I only was able to get two and then the rest would have came out of pocket. Had I known that I would've never even drove two hours for only two free oil changes and would've went somewhere with better customer service instead of waiting. All liarsDesired Settlement: I would like to receive what I was initially told and be able to receive complimentary oil changes but at a different dealership than this one. If I had a choice I would get Nissan to install rear door speakers since I was deceived into getting a vehicle I didn't want and wasn't the vehicle I was first told I could get and didn't receive the correct description of the vehicle. The sales person was only worried about getting his commission and not his customer.

Business

Response:

April,Premier regret any delays or less than satisfactory events experienced at the time of his purchase last year. They have been passed along to the General Manager so he is aware and can monitor future customer service.Premier Nissan provides the first year of oil changes complimentary to the consumer to be performed at Premier Nissan as we cannot provide complimentary service on behalf of other dealers. Mr. [redacted] received this. The consumer can utilize these if they choose to or not. And if so, after the first year, oil changes can be performed at any selling dealer. Any selling Nissan dealer can assist with installation of speakers and parts as well.In researching the purchase, Mr. [redacted] was provided everything by the dealer in accordance with the purchase. Any additional equipment ot items requested at this time would be the expense of the owner.Sincerely,Tracey F[redacted], Premier Automotive Management

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID 11391482, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

[Provide details of why you are not satisfied with this resolution.]

I was only told two oil changes were complimentary after I was originally told all would be. Had I known at least all oil changes in the first year were complimentary I would have utilized that because my third and fourth oil change for that first year were done somewhere else and at my own expense. My sales person DID NOT inform me that my mode did not come with back door speakers, when asked about the sound system he told me they had speakers in every location but that the system was not a top of the line brand due to my model. This specific dealership is not informing its customers of everything they are getting and are lying about the products in order to achieve a sale. Nissan itself is selling vehicles with cheap and unsafe parts otherwise my hood wouldn't have didn't the first time I closed it. I've already complained three times about my sound system and this last time made me look like a fool because speakers weren't even in the location that I had thought they went out in. I wasted a drive going to a different dealer because I no longer wanted to deal with premier and their lies. These people should take some responsibility and provide some sort of incentive for their salesperson lies in order to achieve a sale. Why would I agree to pay 16000$ for a vehicle that doesn't even come fully loaded with speakers. This is outrageous.

Regards,

John C[redacted]

Business

Response:

April,Premier Nissan regrets Mr. C[redacted] is not satisfied with our response and with his purchase from last year. In reviewing his purchase there is no indication that anything was not provided accordingly with the first year of complimentary oil changes or the vehicle equipment as agreed to. I have passed his comments and rebuttal to the General Manager for review and to bring to his attention as well.Should you need any additional information, please contact me at your convenience.Tracey F[redacted], Premier Automotive Management

Review: 01/12/2016 my co-worker brought me to Premiere Nissan. We met a Salesman who identified himself as Mr. B[redacted] (don't remember his first name). He introduced us to Salesman JC. I told him the SUV I was interest in. My co-worker JC and I went to the clearance center to pick up the SUV. After the purchase was completed I was handed a key. We departed the dealership.

01/13/2016 at approximately 5:55am I unlocked the door and when I opened the door the alarm was activated. I then realized that I wasn't given the remote to my vehicle. I later called JC to inquire about the remote and he stated the owner only turned in one key and no remote.

I later learned the name of the previous owner and on 01/16/2016 I contacted him and identified myself as the person who just purchases the Acadia he traded in but was informed by the salesman that he did not turn in both keys and the remote. He said that's a lie he gave them both keys and the remote. He said that I need to go back and don't leave until they give me the other key and remote.

On 01/17/2016 I went to Nissan and met with JC. He showed me a box with a bunch of car keys that did not have one for my vehicle. JC tried to convince me that a lot of customers lies about turning in both keys and the remote. I told him I believe the previous owner. I once again call the previous owner and he returned my call while I was still with JC. I put the call on speaker and said “I'm at Nissan and they are still saying you only turned in one key”. He once again said “they are telling you a lie. Don't you leave there until you get the other key and remote”. I asked him who was his salesman and he said Benny a spelled his last name O.... JC described this guy as their number one salesman and if that guy turned in both keys and the remote Benny would have given it to them. He stated that Benny was in Africa and would not be in for two weeks.

I apologized to my neighbors for the alarm going off so early every morning. I told they the guy with the remote would be back to work in two weeks. My neighbors understand that due to my disability I can't always get into the vehicle fast enough to prevent the alarm from going off. So I patiently waited two weeks for Benny to return to work so I can get my remote and other key.

On the morning on 02/01/2016 I called Benny and when he thought I was a potential customer he was very pleasant. When I identified myself as haven purchased the 2010 Acadia that was traded in by one of his customer and the previous owner said he gave you both keys and the remote. He got angry and told me he don't remember nothing about no key he will check and get back with me. He never got any contact information from me to call me back. I later call the dealership back and asked for a manager and I was connected Rob S[redacted] and informed him of my situation and told him about the conversation I had with Benny and his attitude with me. Mr. S[redacted] also tried to convince me that the previous owner is telling me a lie. When I told him I didn't believe he was, Mr. S[redacted] stated maybe the key got broken and I said that's not true. He asked me how I know. I told him the man drove there with it. We soon ended the conversation.

On 02/02/2016 after picking up my license plate and registration. I called back to the dealership and asked for the GM. I was transferred to a Mr. C[redacted] who listen to my complaints and told me to allow him to see what happening and he would call me back. Mr. C[redacted] call me back to inform me that he asked Benny to look for those keys and asked me to give him a couple of days.

On 02/08/2016 Mr. C[redacted] and I kept missing each other call so I stopped by the dealership to see him when I got off. Benny enter the show room and the receptionist pointed him out to me. He looked at me and said with a very nasty attitude “I don't know nothing about no keys” and told me to leave him alone”. Mr. C[redacted] sent a Ms. Janna P[redacted] to speak to me. She said he had someone in his office and did not want me to wait a long time to see him. I told her about my just encounter with Benny and wanted her to let Mr C[redacted] know of my complaints. There were customers in the show room at that time and for him to be the top salesman his behavior is awful. In my opinion only a person guilty of something would be so defensive with someone they don't know. She said she would let Mr. C[redacted] know what happen. After a brief conversation with Ms. P[redacted] telling her everything surrounding my issue it became very clear what happened to my remote and key. At the end of our conversation I was told that when they get another GMC trade in with a key and remote it will be paired to my vehicle. I was asked to call once a week to see if they have one.

On 02/10/2016 when I got off from work I called Ms. P[redacted] to let her know that I was not comfortable with them taking a key and remote from another customer to give to me. I told her that they are going to do to that customer what they did to me. She was not happy with my decision and said they were not going to buy me one. I told her that I am a christian and will not be a part of that deceptive dealing.

On 02/12/2016 (one month later) I stopped by the dealership again and asked to spake to the GM. I met with Mr S[redacted] who once again tried to convince me that there was never a second key. When I told him about my conversation with the previous owner he told me that it is illegal for me to call a customer and I need to stop call him. He said maybe the remote dropped and a tire ran over it.

In 2005 I had a stroke. This ordeal has cause my pressure to be very high. I have been having severe headache almost daily since 02/03/2016. Somewhere in the past the practice of this dealership became lies, deception and oh lets blame the unsuspected previous customer. “they won't know.

Is this truly what the Nissan Corporation is built upon?Desired Settlement: Require Premier to supply me with a new key and new remote. I do not want them to take these things from another unsuspected customer. If they had given me all the keys and remote that was turn in to them at the time of the trade we would not be in this situation.

Business

Response:

[redacted]The dealership has no issues giving both keys or all keys to a consumer upon purchase of a pre owned vehicle. However, they can only give what they receive from the original owner. There is no advantage to the dealership keeping a key. There is also no guarantee when purchasing a pre owned vehicle that 2 key sets are guaranteed. The consumer chose to contact the original owner on her own, which is non related to her purchase with Premier Nissan. While we do not condone that and would recommend a fellow consumer's privacy.Having established all of the above, Premier has addressed the other points regarding the non-professional behavior [redacted] experienced. We appreciate her feedback. Mr. C[redacted] has also agreed to provide a 2nd key in the interest of goodwill even though they do not have one in their posession as Janna will make arrangements to order one.Should you need any additional information, please contact me at your convenience.[redacted]Premier Automotive Management

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID 11136520, and find that this resolution is satisfactory to me providing I receive the remote also. I need the alarm to stop disturbing my neighbor. I have a disability and can not get into the vehicle fast enough to prevent the alarm from going off.

Review: On August 21, 2013, I arrived at Premier Nissan at about 10:45 am for service. I requested an oil change. When asked about additional service, I said that the tire pressure light had come on and that the windshield wiper fluid was not spraying even when it was full. I was told that it would be about 45 minutes, and I waited in the waiting area. After 1.5 hours, the service representative had not come to inform me about the progress of my service, so I sought him out. I was told that my tires need to be rotated and that because my car was still under warranty, the service technicians were required to spend a certain amount of time servicing it in order to get paid for the job. He seemed very surprised when I told him that I did not care because I was told 45 minutes, he hadnt informed me of any changes, and I had already waited twice the amount of time I had been told it would take. My interpretation of this, as I watched countless service technicians walk around the waiting area doing nothing, was that my car was being held hostage by your service department because of a faulty Nissan policy and because I had paid for my pre-paid for my service instead of paying them there. I was unable to return to work that afternoon because it took so long (two hours total) to finish changing my oil. I repeat, it took two hours (when I was told 45 minutes) to change my oil and rotate my tires. The special request that I made to check the windshield wiper fluid went ignored. In the end, I requested the phone number to complete the Nissan survey regarding my experience. I was told it would be emailed to me, but more than a week later, I have still not received that email. I have never been satisfied with the service are Premier Nissan, but this particular case was exceptional.Desired Settlement: There is no way that Nissan can return the time that was taken due to their poor customer service.

Business

Response:

[redacted],

The dealership customer service rep, Janna Sterling, has tried to contact the consumer and still not heard back. If the consumer could respond to [redacted]'s contact she will be happy to assist in resolving her concerns.

Sincerely,

[redacted], CRM

Review: I own a '12 Rogue. On Sunday, 1/3, an error msg appeared on my dashboard, preventing the car from starting. The message read: “I-Key System Fault.” All lights were working in the car in addition to the radio, etc. Before bringing my car in for service, I did research on what might be causing this issue. I read in the owner’s manual this was most likely an issue that would need to be resolved by a Nissan dealer. Upon arrival at Premier I met with [redacted]. The level of professionalism he exhibited was unacceptable. He made comments such as, “Wow, that’s a giant ring you have on. Someone must love you”. I explained CLEARLY what was happening with the car & I provided all of my warranty information. He told me that I did not need to do anything. I left the car around 5:00 pm & waited to hear back. As of 12:30 on 1/5, I still had not received a call from anyone. Frustrated, I called again. [redacted] informed me that the battery, the drive belt, & and the lift shocks all needed to be replaced. He quoted me prices on all items. He had made NO contact with the warranty company. I requested he call them. I am still unsure if the warranty company was contacted. I arrived to pick up my vehicle around 6:00 PM on January 5th. I asked [redacted] what diagnostics had been performed to determine that the battery was the cause of the I-Key System Fault. After more research, including a phone call to Ray Brandt Nissan’s service dept (another Nissan dealership), it seemed unlikely that the battery was the true was the true cause of the problem and that other diagnostics should have been performed. When speaking to Ray Brandt, they informed me that the error message received was likely an issue with the key fob battery. This was never tested by Premier. I requested more info regarding the diagnostics run. [redacted] contacted the technician & I discovered that the technician had no idea about the I-Key error msg bc it was not written on the service order. I was mistreated, overcharged, & unnecessary and unauthorized repairs were made.Desired Settlement: Due to the negligence of the employees, I am requesting a refund.

Business

Response:

[redacted],

When Premier tested the vehicle it had a code in the system for low battery voltage. The code was for the main battery in the car and not the battery in the I-Key. We then ran a computerized test on the vehicles battery which showed the battery was bad and needed to be replaced. These diagnostic results were shown to the customer. We installed a new battery in the vehicle as the vehicle started right up and everything worked fine. I am not sure how Ray Brandt could have diagnosed the vehicle over the phone when we had the diagnostic info in our hand and the vehicle has been working as designed ever since the battery was replaced. In addition the tow cost was $85 of the $135 invoice. Premier Nissan provided the necessary required service to the vehicle and charged accordingly.

Should you need any additional information please contact me at your convenience.

Premier Automotive Management

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.

The business offered no resolution to my complaint. I have attached a full description of my ordeal at the dealership -- my first complaint was abbreviated due to character restrictions -- as well as the invoice. The business' response said the invoice was $135, which is untrue. The actual invoice was $242.24. We were charged for towing because the "repair" was not covered under my extended warranty. I called to confirm with the third-party provider that the repair was one that was likely to be covered prior to having my car towed. The negligence of the service department resulted in me being charged for towing. The service advisor, [redacted], had my extended warranty information when I dropped the car off. When he called to let me know what work needed to done to my vehicle, I had to request that he contact the warranty provider because he had not done so. I'm still not certain that he ever contacted the company. I never received an invoice from the towing company despite the fact that I know one was given to [redacted] by Mr. [redacted] (i.e., the tow truck driver) upon dropping off my car.With regard to the assertion that a competing dealership could not have diagnosed my vehicle's problem over the phone, the technician at Premier was never properly instructed as to the issue with my vehicle. He had even less information than the competing dealership was given over the telephone. After extensive online research, I am fairly certain that the battery was, at most, an ancillary cause of the error message my vehicle was displaying. The owner's manual distinguished between the message I received and other similar messages. I'm extremely displeased with the customer service I received and continue to receive. In addition, I found the lack of professionalism exhibited by the employees of the service department troubling.

Regards,

Business

Response:

[redacted] Premier Nissan stands in its previous response. The vehicle was repaired I accordance with the reporting showed to the consumer. The independent extended warranty company determines what components are covered and what is not. The dealership has no influence over covered items. Should you need any additional information, please contact me. Sincerely[redacted]Premier Automotive Management

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, too, stand by my previous response. The specific issues that I have presented to the business have yet to be addressed, including, but not limited to: The error message not being noted on the service order, the lack of professionalism by the service advisor, and the fact that no offer for a resolution has ever been made.

Regards,

Review: Purchased Nissan Leaf electric supposed to come with charging cable and 2 sets of keys but the charging cable and one set of keys was missing. Dealer promised to resolve but gave me runaround and does not respond.Desired Settlement: Refund of $1200 representing cost of replacement charging cable and keys

Business

Response:

Revdex.com,

[redacted] purchased a vehicle from us last September 2013 and an issue has come up 5 months later regarding a charging box that came with the car. They provided transportation to pick up the vehicle. To my understanding, this is a transportation company they have used on many occasions to transport for them. And it is also my understanding from [redacted] to the UC Mngr, [redacted], that they have purchased better than 50 of these Leaf vehicles nationwide. The transportation company came and picked up the vehicle and inspected this vehicle and stated that there was a small nick in the front of the bumper. This was all that was noted about the vehicle when it left the lot.

Mr. [redacted] called 5 months later and stated that the people that received the vehicle didn't get the charger that was supposed to come with the vehicle. the employee who helped get the vehicle ready for this pickup stated to me that everything was with this vehicle. We are also now learning about a second key. the UC Mngr spoke to Mr. [redacted] throughout the whole process and the mention of us having a second key for him never came up. In addition, the General Manager, [redacted], spoke with this customer regarding title work and no mention was ever made to him about a second key or a charging unit.

Premier Nissan's position is that the inspection done at pick up by their designated transport company represents everything was there as it should be with the exception of a nick on the bumper that was noted. The dealership will not provide these 2 items 5 months after the sale with no documentation it was not included at delivery.

Sincerely,

[redacted], CRM

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID 9914395, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

It was not 5 months after purchase of vehicle. It was immediately on arrival of vehicle after shipping that I contacted them. The vehicle had not even been registered or entered use when I contacted them. The manager at the dealership had promised after speaking with to get this sorted out. He also promised to send inspection sheet when the vehicle was inspected but this never arrived. Drivers we use are not instructed to check for things like charging cables as these only come with some specific vehicles like the Nissan Leaf Electric. The vehicle was purchased from an authorized Nissan dealer who have special knowledge about this car. They never told me the charger cable was missing. But when I spoke with their manager after making the complaint he said they never had it. Later he said it was on inspection sheet. I asked him to send me copy of this inspection sheet and he never did. My conclusion is that this Nissan dealer is lying through their teeth.

Regards,

Business

Response:

Revdex.com,

Premier Nissan stands in its response. If the consumer would like to order the items we will provide them at dealer cost if they so choose. They may contact the GM, [redacted], to do so at their convenience.

Sincerely,

[redacted], CRM