Surf City Nissan

Review: Our family were loyal customers of this dealership for 5 years. During that time we purchased 4 cars. In January of 2014, I purchased a GMC Acadia from the resale division. Initially I was very happy with the experience. In June I let my daughter use the car to drive to New Mexico with her 2 children to visit family. While driving through the California desert she was pulled over by the CHP. The officer had her exit the vehicle and then began to question her extensively. He informed her that the plates on the car had been reported stolen and that he could take her into custody. Luckily I had placed my purchase contract in the glove box of the car, and the officer believed her to not be involved in the theft. He did however confiscate the plates from the car. She immediately informed me of the situation and I called the dealership. Their response? Was that " it happens" WHAT??? It happens that you sell cars with STOLEN LICENSE PLATES??? Not once did they apologize for what could have potentially been a disastrous situation for our family. If my daughter had been arrested her children would have also been taken into custody- my 4 year old grandson is autistic and this would have been a terrifying ordeal for him. It also took months for them to fix the problem with the DMV and that was after I hired an attorney to help me. And all along not 1 word of apology or remorse. They have been snarky and snide and dismissive- at times extremely rude. They have zero respect for their customers. All they care about is the sale. SHAME ON THEM.Desired Settlement: I feel that I deserve financial compensation for hiring an attorney and the months of stress related to resolving the DMV and CHP issues. I would also like to see that they have changed how they handle making sure the cars they sell are legal.

Review: I came in made a down payment of $1300 for the 2013 sonata.

They said financing was fine at 14.99% which is high but someone hit my parked car and totaled it.

I took the car home...Two weeks later they tell me to come in and bring $500 and they will drop the monthly payment to $260

I went in again and they lied to me. Now they said the loan fell through and I had to give them an additional $1900 or lose the car.

They held me there for 5 hours.

They made me try to find a co signer in short notice...I was calling everywhere.

Now im a single mom stuck with $378 monthly payment and 22% aprDesired Settlement: I just want a fair deal.

I want a car that will be dependable for me to drive my child to school and for me to go to work.

that's not asking for much.

Business

Response:

We’re very sorry that you’ve had so much trouble with your car. We understand how frustrated you must be. We’d like a chance to discuss this with you. Please contact [redacted] at [redacted].

Review: I requested cancellation of my extended warranty, the finance manager agreed to cancel my extended warranty. I signed the paper to have it cancelled and six months later, Im still waiting for my refund. I've gone multiple times to the dealership and left several multiple voice mails with the finance manager, still waiting for that return call. Even Nissan finance never received the paper work to have the warranty removed and credit back my account. Ill never by a car again from this dealership, customer service is very poor and thats being nice.

Product_Or_Service: [redacted]Desired Settlement: DesiredSettlementID: Refund

I would like to get my extended warranty credited and a check mailed to me.

Business

Response:

[redacted], we’re sorry to hear that you’ve had such a negative experience with our dealership. Our goal is to always give our customers unsurpassable customer service, and the fact that you feel we have fallen short of that is something that we take very seriously. We would like to discuss your situation in more detail and come to a resolution. Please contact our General Manager, [redacted] at [redacted]

Review: I live in Arizona and purchased my truck from Surf City in Huntington Beach, CA. They drove the truck out to me in AZ with a temporary registration made out to my Arizona home address. Then they charged me $297 and registered the truck in CA incorrectly. I have made countless calls and sent a number of emails that have gone mostly unanswered. When I asked to be reimbursed for the improper registration, [redacted] the sales manager finally agreed to send me a check. That was over 3 weeks ago and it has not arrived yet. He said to call in 10 days if it doesnt arrive. When I call and ask for [redacted] he is always on the phone and will never call me back. Its too bad Nissan allows this kind of lack of service to go on. By the way today is November 8, 2013 and I purchased the truck July 30th.

Product_Or_Service: [redacted]Desired Settlement: DesiredSettlementID: Refund

I would like my $297 back that the charged me for improper registration.

Business

Response:

[redacted], we appreciate your review of our dealership as it allows us to ensure that we offer the best customer service possible, and resolve any issues that we may be unaware of. We hope that you have received the promised check. If not, please contact our General Manager, [redacted], at [redacted]

Review: On 10/4/13 I purchased a new Nissan Frontier. The truck cost $27,729.42. I wrote a check for $20,000 and traded in my 2001 Xterra and financed the rest at 3.99%. I was told my complete satisfaction was guaranteed. Returned the vehicle 10/8/13 because it had problems. The service dept denied the problems. My salesman told me they would rescind the truck purchase and get me into a vehicle that made me happy. I found a used Xterra for roughly $20,000. My salesman went to start the paperwork, but was told by the sales manager that I would have to come back tomorrow because a different sales manager was the only one who could deal with that used vehicle. This made no sense to me and I later found out if was not true. After waiting all day without food or water, the first document I had to sign was transferring the truck back to the dealer. The contract was the very last document after signing about 25 other docs. The contract was confusing and not properly explained. The 7 year warranty shown on the sticker was not honored and I had to pay $2195 extra for it. They changed my interest rate to 4.89% without telling me and charged me twice for the step rails that could've been transferred from the truck to the used Xterra. The Xterra had a door dent they failed to disclose on the Certified Inspection Report and said I would have to pay for repairs. I complained about everything but they stood firm. If I didn't sign, I wouldn't have a car to get home. Then to realize they didn't rescind the truck purchase, they transferred the truck loan amount plus charged an additional $4000 on top of that. My used 2011, dented Xterra that was $20,050.00 just cost me $31,729.54 plus interest @4.89%. I've tried numerous times to resolve this issue with the dealer, but they said their word doesn't matter...only the customer's signature on the contact matters. They lied and took advantage of me. This is not the right way to treat a loyal Nissan customer of 35 years. I'm very stressed and can't sleep...this is not right.

Product_Or_Service: 2013 Nissan Frontier

Order_Number: R.O.S. #[redacted]

Account_Number: Contract #[redacted], StoDesired Settlement: DesiredSettlementID: Other (requires explanation)

They need to honor what they promised me-to rescind the truck purchase. The contract is not fair. I trusted them! I gave them $20,000 and my old Xterra - my only car and all my savings! I shouldn't have to pay for a vehicle I don't own. The Frontier truck only has 212 miles on it...they will be able to sell it close to sticker price. My second choice would be for them to take back the used 2011, dented Xterra and give me a NEW Xterra and main

Business

Response:

[redacted], we value that trust you put in our dealership, and hope to resolve your complaint so that you can feel that trust again. Please contact our General Manager, [redacted], at 714-500-6001.

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.

Thank you for responding. I had hoped that since someone at Surf City Nissan finally responded to the Revdex.com that they decided to do the right thing. It appears this is not the case. I've left several phone messages on Mr. [redacted]'s voicemail, but he won't respond. It appears they have no intention of making things right or even contacting me to discuss their illegal behavior.

Regards,

Review: With good faith on April 3rd 2015, I went to the dealer, Surf City Nissan located in the city of Huntington Beach, Ca. I was looking for a work truck as I really needed, so [redacted] the sales manager found a truck that was right to my needs. I looked up the the truck on the website since the truck was in another Nissan dealer. The truck is a 2000 Ford F250 SD . The sales manager was quite eager to sell the vehicle that he almost compelled me to sign the sales contract. He told me the truck was diesel engine. Thats the main reason why I liked the truck even thouhg I aknoledged that it was a used vehicle with over 100000 k miles. I signed up the contract and pay them 500 dolars out off my debit card. They didnt gave me the truck not until one week later. When I finally got the truck, I saw the truck and it wasnt what I expected to get. It was a gasoline truck and of course I regret it so bad. I talked to the manager and he said it was too late to return the truck. As I needed a truck I kept it anyhow but just weeks later it gave me problems. The engine is broken and it will cost me 3000 dollars to fix it. I took it to the dealer and they said it had no warranty at all. Now that I ahve made the complaint with the New Board Of Vehicles . The dealer Surf City Nissan state that they really offered a 90 day warranty. They have sent copies of the Buyers Guide where I suppossed had signed it. But I never signed that paper. I have compared my signatures to that one and it really doesnt look alike. They have falsified my signature in order to cover their back. Morever they also state that I might dont have the money to make the payments thats why I ce up with that argument. Thats totally wrong I needed the truck for work and I showed them my credit records . If it wasnt a good credit they woulnt gave me the truck. I dont really know what to do with this matter I would like to hear response to my complaint.Desired Settlement: The bussines has full responsability to provide customers a good service. In order to solve any problems. The problem is that they sell used vehicles that have been used previously . In those vehicles they need to make sure they are working properly and at the same time offer at least 90 day warranty. And let customers know the risk about used cars.

Business

Response:

[redacted], thank you for reaching out. Our customers’ satisfaction is very important to us and because of that, we would like to look into your complaint to determine how we can improve your experience. Please contact our Customer Advocacy Manager to discuss in more detail: [redacted], (626) [redacted].

Review: Sales Harassment. I have asked now verbally 5 times, even as high up as the Sales Manager to 'Please Remove me from your list' and I still get constant phone calls, emails after I have unsubscribed multiple times, and even mail correspondence trying to get me to come in and trade in my car. I was once a customer (I did a refinance with this business) and now they will not leave me alone. I deal with many businesses in my normal life, but none that has exceeded my tolerance like Surf City Nissan. They call at all hours of the day and leave messages, and frankly, I am tired of it. I will never do business with this company, so there should be no reason that I have to be constantly harassed by their sales people. I feel I have a right to be permanently removed from their 'badgering' list. Each time I called to tell them to stop harassing me, they assured me that I would not be contacted again. This was not the case and continues. I just received another unsolicited call and a letter this past week.Desired Settlement: Stop calling me. Stop emailing me (I have unsubscribed each time I get an email) and stop sending me personal letters.

Business

Response:

[redacted], we're very sorry for the unwanted contact from our dealership. You were marked as "Do not contact" in our system, but a few communications must have slipped through. To avoid this in the future, we have deleted all of your information from our system completely. We apologize for the hassle.

Review: Promised me the car I was lease was the model of the advertised offer, now they say that is not the car I got.

I live in SD and Nissan has a leased special on 20113 model [redacted]. No dealer in SD had one in stock so I looked in Orange Counts and found 3 dealers that did. I spoke to [redacted] at Surf City Nissan via their chat and asked if the 20113 they had in stock were still there and that I would drive up the next day (weekday)and get it. [redacted] assured me it would be there and we touched base the next day when I was heading up there. When I got there, (2 hours later)[redacted] was not there and either where the cars so everyone scrambled around to locate them. Another sales associate went to pick on up at their sister dealership and I said to him to make sure it was the correct car because I wasn't paying more. ( I am very aware of these sales tactics). He assured me that I would be getting the lease deal I drove all that way for. When they got back with the car there was no mention of it not being the one advertised (which they have several listed with model number 20113 to date (with same lease offer) nor did they discuss that there was a change in price, so no negotiating was done and they sent me strait to finance. In Finance Flavio did not mention it either. we quickly went over the contracts no amounts were pointed out and I am not a math-magician anyway so I wouldn't have noticed that I was not getting the lease special advertised. I have gone round and round with them and they are saying I didn't get the car that I went up there for. And will not rewrite my lease to reflect what was promised. Accusing me for having buyers remorse and so on.Desired Settlement: I want them to honor the lease they promised me and rewrite and refund the difference. It is not my fault if the sales associate brought back the wrong car. I was led to believe it was model 20113 and was the car I drove there for and I was getting that lease.

Business

Response:

[redacted], thank you for sharing your experience with us. It certainly sounds like there has been some miscommunication, and we would like to take the opportunity to clarify what occurred to see if there is anything more we can do for you. Please contact our General Manager, [redacted], at [redacted] We look forward to hearing from you.