On
Thursday, 9/22/206, I purchased a new Nissan PathfinderI showed the salesman
my Edmund's deal. I was told that I could not take the $bonus cash
because I was taking special financingAt the time, I had a credit score of
and was told that a rate of 4.9% through Nissan voided my $bonus cash
The finance manager kept changing the order of mathematical operations to also
take my $down paymentLater, I found that my credit score should have
afforded me either a 3.9% or 2.9% finance rateSo, I never really received
special financing and my down payment was taken from me as wellAdditionally,
he slipped in a document for me to sign for gap insurance for $that I had
refusedAs a result, I may have I inadvertently signedHe also attempted to
have me sign the contract electronically without me actually seeing the final
documentI eventually was given the hard copy that had terms for 4.9%
financing and the $insurance that was not itemi
Ok so to start I noticed that my car had a small oil leak I called in and the lady said they could get me in for emergency service I took it in and they quoted me $to fix some gaskets (both valve cover gaskets + oil filter gasket I just bought this car and it was Perfect This car is very special and has been documented every step of the way I also took it in to two different shops (with documentation) that everything was working properly My car is brought in and they even agreed at the condition it was in I get my car back later the same day and I noticed that the ac was blowing but not cold at all Also on the way home there was smoke coming out of the engine This was from a layer of oil being left on top of the engine (have picture documentation) I called back and the service tech, Darrick agreed that it was not standard practice to leave a car like that He even said he would wash it himself I get back to the dealership and he even agrees that it smells li
We have been longterm customers at this dealershipWe have purchased vehicles here in the last several yearsAlso own Lexus products in Texas, Hawaii, and FloridaWe have watched with dismay as the Tom Wood Lexus service model has deterioratedIt is now no different than any Honda or Ford dealership in terms of customer care, customer convenience and customer serviceService representations at point of sale don't seem to be met any longerAfter the latest incident and disrespect of our time and schedules, which was following a day wait, with delay at their request, for their service appointment (and loaner vehicle) in the dealership's appointment que, we had a miserable experience again, and ultimately left one hour later, in our own carNo offer of shuttle transportationNo offer to come out and retrieve our car, and to service it and return itAs an owner of a service business myself, I had what I guess was the temerity to attempt to call the general manager, a MrS*** to discuss my concerns with himHis name is listed in various places, if you were to look, as the GMI attempted to contact him by phoneThe dealership's telephone attendant did everything possible to steer me away from an opportunity to speak with him, and offered othersI indicated I would like to speak briefly with himI asked to leave him a voice mailHe does not have or use voice mail! I thought that was a bit unusual in this day and age, and for a sales and customer service operationAnyway, I asked to leave him a message with the receptionist, and did soMy call was never acknowledged or answered or returned by MrS***It starts to make sense when you put it all in perspectiveThe culture there starts at the topThey are fat, happy, and apparently pretty indifferent to repeat customersThese folks get their paychecks every Friday, regardless of who they run offIn fairness, I did receive an unsolicited call from some young person identifying themselves as the "experience manager." I did not think she has had the experience herself of purchasing, paying for, and attempting to service multiple cars at the businessMy longtime salesman tried to get involved and wanted me to speak to a sales managerThe salesman is a good man, very familiar with the products, with his long time customers, and is well meaning, but does not see what goes on after he closes his salesUnfortunately, he suffers because nobody in this family, or in our business will have any incentive to purchase more products hereThe whole episode is indicative of a problematic culture, all of which is preventable and unnecessary and is a manifestation of poor training, lousy supervision, and missing leadershipIf the accountable business executive is too important to take customer phone calls, or to return legitimate customer inquiries, what does that sayHe must not be able to manage the volume of complaints, or chooses to ignore those that cross his desk
front passenger seat belt is brokewhen you buckle the seat belt it makes a click but a tug on the belt and it immediately comes undoneI recently found this out when someone pulled out in front of me and I had to slam on my brakes causing my passenger to quickly move forward and body jerk on seat belt and the belt come undone
On
Thursday, 9/22/206, I purchased a new Nissan PathfinderI showed the salesman
my Edmund's deal. I was told that I could not take the $bonus cash
because I was taking special financingAt the time, I had a credit score of
and was told that a rate of 4.9% through Nissan voided my $bonus cash
The finance manager kept changing the order of mathematical operations to also
take my $down paymentLater, I found that my credit score should have
afforded me either a 3.9% or 2.9% finance rateSo, I never really received
special financing and my down payment was taken from me as wellAdditionally,
he slipped in a document for me to sign for gap insurance for $that I had
refusedAs a result, I may have I inadvertently signedHe also attempted to
have me sign the contract electronically without me actually seeing the final
documentI eventually was given the hard copy that had terms for 4.9%
financing and the $insurance that was not itemi
Ok so to start I noticed that my car had a small oil leak I called in and the lady said they could get me in for emergency service I took it in and they quoted me $to fix some gaskets (both valve cover gaskets + oil filter gasket I just bought this car and it was Perfect This car is very special and has been documented every step of the way I also took it in to two different shops (with documentation) that everything was working properly My car is brought in and they even agreed at the condition it was in I get my car back later the same day and I noticed that the ac was blowing but not cold at all Also on the way home there was smoke coming out of the engine This was from a layer of oil being left on top of the engine (have picture documentation) I called back and the service tech, Darrick agreed that it was not standard practice to leave a car like that He even said he would wash it himself I get back to the dealership and he even agrees that it smells li
We have been longterm customers at this dealershipWe have purchased vehicles here in the last several yearsAlso own Lexus products in Texas, Hawaii, and FloridaWe have watched with dismay as the Tom Wood Lexus service model has deterioratedIt is now no different than any Honda or Ford dealership in terms of customer care, customer convenience and customer serviceService representations at point of sale don't seem to be met any longerAfter the latest incident and disrespect of our time and schedules, which was following a day wait, with delay at their request, for their service appointment (and loaner vehicle) in the dealership's appointment que, we had a miserable experience again, and ultimately left one hour later, in our own carNo offer of shuttle transportationNo offer to come out and retrieve our car, and to service it and return itAs an owner of a service business myself, I had what I guess was the temerity to attempt to call the general manager, a MrS*** to discuss my concerns with himHis name is listed in various places, if you were to look, as the GMI attempted to contact him by phoneThe dealership's telephone attendant did everything possible to steer me away from an opportunity to speak with him, and offered othersI indicated I would like to speak briefly with himI asked to leave him a voice mailHe does not have or use voice mail! I thought that was a bit unusual in this day and age, and for a sales and customer service operationAnyway, I asked to leave him a message with the receptionist, and did soMy call was never acknowledged or answered or returned by MrS***It starts to make sense when you put it all in perspectiveThe culture there starts at the topThey are fat, happy, and apparently pretty indifferent to repeat customersThese folks get their paychecks every Friday, regardless of who they run offIn fairness, I did receive an unsolicited call from some young person identifying themselves as the "experience manager." I did not think she has had the experience herself of purchasing, paying for, and attempting to service multiple cars at the businessMy longtime salesman tried to get involved and wanted me to speak to a sales managerThe salesman is a good man, very familiar with the products, with his long time customers, and is well meaning, but does not see what goes on after he closes his salesUnfortunately, he suffers because nobody in this family, or in our business will have any incentive to purchase more products hereThe whole episode is indicative of a problematic culture, all of which is preventable and unnecessary and is a manifestation of poor training, lousy supervision, and missing leadershipIf the accountable business executive is too important to take customer phone calls, or to return legitimate customer inquiries, what does that sayHe must not be able to manage the volume of complaints, or chooses to ignore those that cross his desk
front passenger seat belt is brokewhen you buckle the seat belt it makes a click but a tug on the belt and it immediately comes undoneI recently found this out when someone pulled out in front of me and I had to slam on my brakes causing my passenger to quickly move forward and body jerk on seat belt and the belt come undone