The Brown Auto Group

Review: I bought a 2015 Nissan Sentra back in August 2015 with Buena Park Nissan. On the contract, the finance department had included two items that I didn't agree on. One is the optional alarm system for $1295.00 and the other one is an optional extended warranty package for $1427.00. On the day when I bought the car, I was tired after a long negotiation and a very long wait before I could see the Finance Department( The person handling my contract was [redacted] who is no longer working there). So, I just signed everything that [redacted] told me to sign without double checking the amounts. ( Mainly I trusted Nissan would not do anything illegal but that's not the case )The next day, I called [redacted] about the two errors and he said just come to the office again and sign a document, he would take care of it. I did. However, after more than a month's wait, I didn't see any changes on my NMAC finance account. I called [redacted] again and they said he is no longer working there and he had not handled the problem for me. I spoke to the Finance Director, [redacted] , she said she would handle it. I thought they were going to cancel both the alarm system and the extended warranty. After about three weeks, I got a refund on the extended warranty packet but not the alarm system. I called [redacted] again but she said she could not cancel the alarm system because the alarm system was already installed in the car when I bought it. There is no way they could take it off but no one informed me in the beginning that if I bought that car, I had to buy the optional alarm system too. Otherwise, I would have bought another car without the alarm system.Desired Settlement: I want to get a full refund on the alarm system and they can take the alarm system off my car or I would pay $295.00 for the alarm system and they have to refund me the $1000.00. I do not need the alarm system at all because I live in a very good area and I work in the same area too.

Business

Response:

Hello Ms. [redacted] Our Customer Service Manager have contacted Ms. [redacted] and came to a mutual agreement. Ms. [redacted] requested a discount of $647.00 for the alarm and in our continues effort to keep customer happy, our General Manager has agreed to grant her the request. We will process a refund check to the appropriate lender no later than next Monday. If you have any questions please feel free to call me. [redacted]

[redacted]Business Manager[redacted]

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

Review: I purchased a car that had the mats included and they were in the trunk of the car. While I and my friend were in the middle of paperwork someone came and got the car and we were told by our salesman, "we are cleaning the car up", the car was already clean. When the car was brought back to us, the mats were gone and the salesman, [redacted] said, we are cleaning the mats and they will be ready in a couple days. I called a few days later and was told to come in and pick up the mats after 2:00pm (that was on a Friday)but I had to work and so I went in Monday. [redacted] wasn't there and no one knew where the mats were and I was told, [redacted] didn't leave info about the mats. Then one rep came out and said, the mats were too dirty and we couldn't clean them, [redacted] will call you. When [redacted] did call he said he had mats and would bring them to me on my job. When he got to me, he had black mats in his hand and said, these are better than the ones that you had. I did not examine the mats but took his word for it. The next day, I noticed the mats in the front were too small, in fact they were mats that belong in the back. I sent [redacted] a text on his cell phone and told him, I won't complain about them being black but the mats need to be the right size. He didn't reply and so I called and asked for the sales manager but was given the service manager, he replies and said, [redacted] gave me mats. I told him the story of what happened and requested to have the proper size mats because I felt the mats should never have been removed from the car without my seeing them and [redacted] showing me that the mats were in bad condition. I feel my mats were sold or given to someone else and I've been just brushed off. The last time I corresponded with Joshua Story the manager was Dec 29, 2015, when he said he would have someone contact me. I have emails and the text from all my attempts to get my mats. This is poor service, when I purchased the car the mats were in it, therefore Buena Park Nissan owes me a set of Tan mats to match the CamryDesired Settlement: I want Buena Park Nissan to replace my mats with the proper sizes, Tan mats for the front and back seating area

Business

Response:

After speaking to the Salesman involved he states the Detail Manager threw out the mats since they were not able to fully clean, there was gum residue stuck on the mat. The Sales Consultant dropped off regular size black generic floor mats we had available that were customer ready, however it seems the customer is not satisfied. The vehicle purchased is a pre-owned 2004 Toyota Camry as is unit, meaning no replacements or repairs after purchase date and unfortunately, we do not have any Toyota brand mats. As a goodwill gesture, we are willing to offer Ms. [redacted] generic tan colored floor mats for her vehicle and she may pick them up Monday-Friday before 7pm by simply giving her name at our Parts counter. Thank you,[redacted]

Owner Loyalty ManagerBuena Park Nissan714-739-0800 ext. [redacted]

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

Review: Thank you for taking the time to view my complaint. Generally, I have had no problems with Buena Park Nissan. I have purchased two new vehicles from them. My second purchase from Buena Park Nissan was a 2013 Nissan Altima on April 21st 2013. My wife and I made the purchase at night. While it was getting late for my then seven month pregnant wife, we asked if we would be able to get the initial car detail the next day. They said, "sure, that's not a problem." We drove the car home and returned the next day for the detail. On my way home I noticed that the dash had been scratched. I immediately brought it to Buena Park Nissan's attention. Our sales representative, [redacted] said, " I'll get it fixed for you." We then went back and forth via text messages and phone calls. This has been going on for close to a month now. The end result was Nissan is taking no responsibility for either scratching my car's dash during the detail or even worse, selling me a brand new car with a scratched dash. The sales rep [redacted] told me that it would cost the dealership too much money to resolve my issue. I find this completely un acceptable for a dealership to give a returning customer that excuse. My wife and I have purchased over $40,000 worth of vehicles from their dealership within two years. I don't see the problem with fixing my dash that is supposed to be new in the first place.

Product_Or_Service: VehicleDesired Settlement: See Complaint Text

Business

Response:

Customer purchased vehicle April 21, 2013 and per account’s notes did not bring scratch to attention of Dealer until April 28. Detail Manager reviewed scratch but it was a hairline scratch by unknown cause. Reviewed delivery checklist with Sales Manager and there was no damage notated day of deliver and signed by customer. Sales Manager offered employee pricing for part replacement and dealer would cover labor fee. May 20, 2013 customer opened Consumer Affairs file # [redacted] with Nissan North America. Claim was brought to dealer’s attention and resolution was offer of discount on part and free labor. Customer declined offer. Dealer apologized to customer for dissatisfaction but was not able to satisfy customer request due to customer did not let Dealer know of damage until a week later and per customer was not sure where scratch was from. Consumer Affairs was not able to offer compensation and case was closed.

Review: I bought this 2014 Altima SV in April 29, 2014. I didn't even know I buy car that day because I was going to get price from several dealers. But te sales representative gave me a fascinating price and I asked him I can come in tomorrow to complete the contract because I had other appointments to dealers and it got really late like around 22:00 about to be next day but he emphasized that this price only valid today. I choose black one and they said they don't have it but they will bring it from another dealership and I should waited til around 24:00. And I was really tired but there was no stickers in/outside of the vehicle. Originally they should be there on the trunk, 4 wheels, glove box etc. Few weeks later, I found that the vehicle's rear and back windows are tinted with poorly. I could see small dust/bubble in it. It looks like somebody tinted it from aftermarket. Usually, the rear/back windows are not supposed to be tinted if that car is a new one. Also the navigation went out like 4-5 times and I had to stop by the dealer several times. I started to assume that this car might be being used. Also I found few tiny and evident scratches. I had to contact the dealer and they had to do a detail job but I recently see they just showing up again. I also recently submit survey from Nissan but I haven't gotten any call/letter. And this is my 3rd new cars from Nissan within 5 years, I had bad experiences with previous 2 cars, changing 2 cars made my payment up but I still have thought they would be loyal to me as what I have done to them. How can I keep trusting Nissan in the future and how can I think that I bought a new one?Desired Settlement: At this moment, Nissan HQ and the dealership, Buena Park Nissan both have responsibilities.

Business

Response:

Follow up with customer after purchase on 4/30/14 and 5/1/14, customer was satisfied. Received a call from Mr. [redacted] on 5/8 that he had scratches on his vehicle, the Dealer gladly set an appointment for customer to come in the next day. 5/9, detail wash and recall on vehicle was successfully completed and customer left satisfied. Since then customer has come in once more on 6/24 in order to service department to reprogram navigation per customer's request. Dealer was unaware customer was unsatisifed with vehicle, we have assisted customer every time they requested an appointment with us. I reached out to customer today 9/1 and left message on customer cell with my contact information as well as Nissan Corporate's number in case this is a manufacturer issue.

Best Regards,

Owner Loyalty Manager

Buena Park Nissan

6501 Auto Center Dr

Buena Park, CA 90621

Review: I was called by the dealership to set up an app. with the service dep. several times. I finally made and app. for this particular day at 8:30 am. When I pulled up to the service dep. I patiently waited in my vehicle for someone to greet me and assist me but no one came. I then approached the front desk where 3 men sat behind the counter with no customers inside but myself. I let the person know that I had an appointment and he looked up the records. He then told me my appointment wasn't until Nov. 07 which I said was incorrect because I got a call yesterday to confirm today's app. He then said it wouldn't be a problem and he would help me. He then took his clipboard and went outside to take a look at my vehicle. He came inside and told me that my vehicle only had less than 5000 miles on it and I don't need an oil change because I was only at 3400 miles. I then said well I kept getting calls to make this appointment and why would they pressure me to do it if it wasn't necessary and he explained it to me. I then said I just got out of a 12 hour shift working graveyard and I came all the way from Long Beach and this was a waste of time. So then he explained the situation again and informed me that it wasn't necessary to do an oil change. He gave me his card and told me that he would take care of me the next time I come back and said his name was [redacted]. So I walked out and decided to just leave. I looked at my car and said to myself I mind as well get a car wash while I was there so I walked backed into the office and asked if they can wash my car. He joked around with me and went out to my car to have someone wash it. When it was done and they pulled it up to the front there was water marks all over my vehicle at this point [redacted] was outside talking to a female employee and carried on a conversation with her. I said excuse me but he didn't respond. I patiently waited as they continued to talk so as he started getting comfortable I interrupted their conversation... (cont next page)Desired Settlement: I said excuse me but can I pull you to the side and tell you something. I then told him to look at my vehicle because it looked like it hasn't been wiped off and it was water marks all over it. So he sent someone to wipe it off. I was very frustrated and disappointment so I went to see if I can talk to the manager but he wasn't in the office so I spoke with the lady that was there. So I explained everything to her an she told me she was going to call the manager and see what they can do.

Business

Response:

Dear Ms. [redacted],

I would like to sincerely apologize on behalf of our Dealership in regards to your recent service experience. We have addressed your concern and after speaking with all parties involved I was able to gather all the information needed. When you purchase a vehicle here with us we pre-schedule your first complimentary oil change appointment, which serves as a service reminder three months later to let you know your first service is going to be needed soon. However, it seems you were not explained that during your reminder call and our representative treated it as an appointment confirmation, and for that I apologize [redacted] it was our mistake. We understand our customer's have a busy schedule and if they take time to come visit us it can be frustrating to learn based on your own specific driving habits your vehicle was not ready to be serviced. We weren't able to service your vehicle but we went ahead and performed the complimentary wash all our service vehicles receive, unfortunately it was rightfully not to your satisfaction so we had a detail team member come dry off any spots that were dripping. Then from my understanding, you spoke with our Internal Service Assistant [redacted] and she was able to speak with the Service Manager within 5-10 minutes to explain all the inconveniences you had gone through. For the inconvenience of you having to come prematurely and the wash not being to your satisfaction we filled up your gas tank. Once again [redacted], we are regretful to read of your satisfaction and will be reaching out to you once again today in order to see if there is anything more the Dealer can do for you at this point. Looking forward to assisting you, and have a pleasant weekend.

Best Regards,

Owner Loyalty Manager

714-739-0800 Ext. [redacted]

Buena Park Nissan

6501 Auto Center Drive

Buena Park, CA 90631

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 will be waiting on a call from them but I rather not deal with that dealership again. I want to know if it's possible that I get the services that I need done to my vehicle at another dealership one that I have gone to already and am comfortable at.

Regards,

Review: Upon the completion of a lease agreement with Nissan, I purchased the car on Jan 4, 2013 via an auto loan through Alphera arranged by the dealership. I paid off the balance of the loan on Jan 23, 2013. However, 116 days later I still have not received license plates or the title. I have contacted the dealership, Nissan Acceptance Corp, and Alphera numerous times to no avail. Alphera says they cannot remove the lien until the dealership sends them the title. The dealership says they are waiting for Nissan Auction to send them the title (how it ended up in Auction is a mystery since we bought it in January). This has gone on for months and I have no confidence this will be resolved any time soon without some mediation. There was one glimmer of hope on April 9th when the dealership sent the following email: 'I just talked to Nissan Infiniti and they promised that the auction was going to overnight the title to them today and they, Nissan Infiniti will overnight it to me. I will keep you updated. MC.' That was the last time we heard from the dealership. My brother-in-law talked to the Buena Park Nissan General Manager (GM) on April 30th. The GM promised to look into it and call him back in 35-40 min. The GM never called my brother-in-law back and when he try to reach the GM again he was transferred to MC's voice mail. It is my understanding that according to the law a dealership must deliver the title within 60 days. It has been 116 days.

Product_Or_Service: Nissan

Order_Number: Temporary Registrati

Account_Number: Acct: [redacted] /Desired Settlement: See Complaint Text

Business

Response:

Resolution: [redacted]. our DMV Clerk assisted customer during time of complaint. Apologized to customer for inconveniences but was able to resolve issue by releasing the title to [redacted]. per customer’s request on May 29, 2013. [redacted], the brother in law, then confirmed her received CA title and license plates from Buena Park Nissan same day. No further action required at the moment.

Review: Buena Park Nissan is constantly calling me wanting to "buy" back the car we purchased from them in 2010. We had such a poor experience with them while purchasing the car that I would never buy anything from them again. I have REPEATEDLY asked them to stop calling me and put me on their "do not call" list and they continue to call. My husband has talked to the manager on the phone and in person and they always assure us that the issue is taken care of. Then, they call again. This has been going on for at least 3 years! I told them not to call me again 11/2014 and then they called again 7/2015. My husband talked to [redacted] and he said he would take care of it. They called again 1/2016. My husband then talked to [redacted] and she said she would take care of it. I don't believe them. It is so bad I recognize the number as them when it comes up on my phone.Desired Settlement: I do not want them to call me ever again!

Business

Response:

We apologize for any inconveniences the customer may have encountered from our phone calls. I have spoke to [redacted], BDC Manager and she showed me where they put the customer on the "do not call" list. I went ahead and had the customer's contact number deleted from our system. No further action from Dealership available at the moment.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

Review: Buena Park Nissan Intentionally Misrepresented their vehicles and were negligent by not training their sales team with the product they sell.I am highly disappointed with Buena Park Nissan. They mis-represented the vehicle I was sold. The sales rep lied and over-exaggerated the product. A good sales' rep duty is to listen to the potential customer's needs and try and meet them with a product. The sales reps at Buena Park are not trying to meet anyone's needs except their own. I was sold a vehicle that was more expensive and actually wouldn't start and in exchange had to walk my daughter's to school.I have tried calling the general manager, I have left several messages including a fax but he has not called me back. I am a single mother that works very hard to pay her bills and even with that knowledge Nissan representative did not consider my financial struggles and sold me a car that is not allowing me to go to work its taking time everyday that is discounting my income.Desired Settlement: I would like them to undo the sale. If they had a hybrid vehicle then replacement would be fine, but Nissan no longer makes hybrid vehicles.

Business

Response:

We have been in contact with customer since initial sale on 3/7. We apologized to customer for her dissatisfaction in your purchase. Customer eventually found a vehicle that fit her likes and needs and on 4/4/14 the Dealer unwound her from her deal onto a 2014 Nissan Rogue in order to make customer happy. Follow-up has been done and since customer is satisifed with her new purchase. No further action required from Dealer.

I received an advertisement flyer in the mail from the Buena Park Nissan dealership. The advertisement stated: “Receive a $10 Starbucks Card just for stopping by. Just present this advertisement to receive a $10 Starbucks gift card. No purchase necessary. It’s our way of saying, “Thank you for stopping by!””.

On Friday, December 18, 2015, I stopped by the dealer since I was in the neighborhood at 12:45 PM. I gave the advertisement flyer to a sales person who then informed me that they required a copy of my CA driver’s license. I refused, I was not going to give them personal information for a $10 gift card and nothing in the advertisement mention I would have to provide personal information for the card. I was then informed, they were out of the Starbucks gift card, but they were in the process of obtaining additional cards and would be about 20 minutes. One hour and 30 minutes later, still no gift card, I left.

Was the entire advertisement a way to obtain personal information and attempt to pressure you into buying a car? The $10 gift card was to get the people into the dealership, fine, but I was not interested in a new or used car, just the gift card stated in the advertisement. If this is the way Buena Park Nissan does business, how can anyone trust buying a car from them?

Buena Park Nissan refused to honor their advisement. I would not trust buying anything from them.