Valley Nissan

Review: I bought a 2016 Nissan Maxima on May 10,2016. Three weeks later I hit a deer with the car. Three months later I am still waiting to have the car fixed. Apparently the problem has been a wire harness that affected the airbags and seatbelts.Nissan is taking their sweet time getting the wire harnesses to Valley Nissan to start with. Now my insurance adjuster [redacted] ,told me that Valley Nissan had gotten the wire harnesses for the car ,two weeks ago and they have not bothered to put them in yet.I am still waiting on Valley Nissan to fix it. I am still three months later waiting for this car to be fixed and daily I get the normal response that I'll be getting the car the next day ,but never do. I will never ever buy a Nissan product from Valley Nissan EVERDesired Settlement: When I pick the car up I will owe a $500 for my deductable.. After all the mental anguish and stress over not having my car,and Valley letting my car sit for 2 whole weeks with the appropriate parts there and not bothering to fix it promptly, they should cough up at least half the deductible. [redacted] the [redacted] adjuster told me this information himself. You can verify it all.

Business

Response:

I just wanted to follow up and give you a breakdown of what happened here at Valley Nissan with the 16 Nissan Maxima, owned by [redacted]. Mr. [redacted] was not our customer, the car was brought to us by a local body shop after it had been in an accident. The car had been partially fixed at the body shop and was brought to us to have some malfunction lights diagnosed. The technician contacted Nissan Technical Assistance and was advised to replace 2 electrical harnesses that run through the vehicle. We ordered the parts, but they were backordered and took about a month to come in. Once we received the parts we started working on the car, but it is a huge job that required the entire interior to be removed. Of course, this was all in the midst of trying to repair and take care of our regularly scheduled customers as well. Once completed, we took the car back to the body shop for them to continue work. They then brought it back for us to repair a couple of lingering issues that took a few more days to resolve. We stayed in contact with the body shop that brought the car to us, since they were our customer. The repair order was written up in the name of the body shop, not the owner of the vehicle. The owner came into Valley Nissan upset that it took so long when finished and out of courtesy I offered him $250.00 in service credit. I also got Nissan to offer an extended warranty at no charge. He refused and said he wanted us to pay half of his $500.00 deductible. When I didn't agree to that he started threatening legal action, so I stopped communicating with him at that point. My understanding is that this was all caused by an accident in which the owner hit a deer with his vehicle. That is very unfortunate, but that was not the fault of us here at Valley Nissan, and we also have no control over the time it takes to receive back ordered parts. If you have any further questions or would like any documentation, please just let me know. Thank you, [redacted]Valley Honda, VW, Nissan, Subaru, Chrysler Service

Consumer

Response:

I have reviewed the response offer 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 wanted to follow up and give a response to Mr. [redacted]s response. First of all ,I am the owner of the vehicle. The PARTS Valley Nissan replaced have a warranty, which makes ME the costumer. NEVER and I do mean never did Mr. [redacted]s ever offer me an extended warranty from Nissan. That is a total lie. He did offer me the $250 maintenance voucher which as I said in the complaint I have FREE MAINTENANCE on the vehicle for as long as I own it, so yes I said that wasn't good enough. As far as me threatening with legal action, when Mr. [redacted] offered the voucher ,and when I didn't think that was good enough, he promised me he would see what he could do and would call back THAT day with an answer. He never said he COULD do more but, he said he would try. I called for 3 days after that conversation, leaving voicemails, messages ect. I then left a message and said if he couldn't respond to me , I would talk to a lawyer. As I stated before ,my insurance adjuster [redacted] told me he has confirmation when Nissan got the parts. They took their sweet time fixing the car. Busy , on back order , whatever excuse Valley wants to use. I think their costumer service is horrible. I know how long it took [redacted] to fix what they needed too (not long) and I also have the documents on how long it took Nissan to do what they did(way too long). Mr. [redacted] to this day or anyone else there for that matter at Valley Nissan has not returned any phone calls. In closing I unfortunately have to deal with them once again, my car has many electrical things wrong with it , that Valley Nissan has left unrepaired .[redacted] has graciously excepted the chore of taking the car to Valley Nissan, because I simply can't deal with the unprofessional attitudes of the service department any longer.Thank You[redacted]

Review: A little background information:

I visited Valley Nissan with my fiancé. He fell in love with a Corvette that they had on their lot. We entered the car dealership and was approached by several different people. We took the Corvette for a test drive and everything seemed perfect. We decided we were not going to make an impulsive buy so left the dealership to discuss the purchase more. We returned a few days later, and decided to purchase the vehicle. We brought a Mazda in to the dealership to offer as a trade. We immediately told the sales person, if they did not give us $6500 for the trade we would not be making the purchase. The sales person, went and spoke to whomever assuming a "manager" and returned and said that they would pay the Mazda off and give us $500 to the good on the Corvette. We were ecstatic! Another individual handling the loan process told us to take a seat that he would make sure we got approved. The car salesman returned and advised us that we got approved with a fairly decent interest rate. So at this point, we can barely sit still. We then were transferred over to another individual to handle the taxes and tags. After 3 hours and finalizing everything, we drove off in the Corvette!

Ticket Price on Corvette: $26,500.

The Scam:

A couple months down the road my fiancé accepted a job that required him to have a 4 door vehicle. Sadly, we decided at this point in our life we would have to trade-in the Corvette for another vehicle. I called the loan company to get the pay off on the car, the lady advised me of approximately $33,XXX. I was shocked; I asked her how that was possible when the ticket price on the vehicle was only $26,500. She advised me she was unsure and would send me a copy of the agreement. After carefully reviewing the agreement, I realized what the car dealership had done. I immediately contacted our sales rep, and asked him to look into it. After several failed attempts to get answers as to why our loan was taken out for a higher amount than we had verbally agreed on, we decided it was time to go to the dealership and talk to someone in person. When we got there we talked to several different people, expressing our concerns, we were "reassured" that this would be taken care of; that the manager was not in office but they would be in contact with us. We agreed to return that weekend to settle the issue.

When we returned that weekend, the car salesman told us he was going to do everything he could to get the issue fixed. He immediately started showing us brand new Nissan's. We were considering the purchase because stupidly we believed that the manager was going to fix the issue with our previous loan. The solution this manager had in mind was for us to purchase a brand new vehicle from them so the rebates on that vehicle could help make up for the money they tacked on to our loan from our trade. That is not the solution we envisioned. Rebates are not you fixing the problem; anyone who entered that car dealership would be eligible for those rebates.

So basically what happened was we traded in a vehicle that they were supposed to pay off, but instead they tacked it on to our car loan which is why our loan was in the 30 thousand range instead of the 20 thousand range.

The manager told us purchasing a new vehicle was the only option. We expressed our concerns about the "sketchy business" they had pulled and he basically told us "oh well, you signed the papers and we knew you all didn't buy cars every day."

After that statement, I no longer wanted to even be in the presence of these people much less purchase another vehicle from them and let them [redacted] us over more. We told the manager that we would never do business with them and we would make sure anyone we knew didn't either.

The funniest part is, as we were leaving the sales people expressed their concerns for negative feedback on social media. So I did just that, not rude or out of the way but made [redacted] posts to make my friends and family aware of the type of dealership they really are.Desired Settlement: I would like for Valley Nissan to write me a check for the remaining amount for the Mazda that we traded in that they tacked on to the end of my loan.

Business

Response:

Our stance is this claim is a case of buyer’s remorse, which is a sense of regret after having made a purchase of an expensive item such as a car or house. As the complainant states, “A couple months down the road my fiancé accepted a job that required him to have a 4 door vehicle. Sadly, we decided at this point in our life we would have to trade-in the Corvette for another vehicle.” The contract which is signed by the complainant and the co-buyer clearly shows the cash price, total down payment (trade-in, gross trade-in allowance, less pay off made by seller, equals net trade in – cash & other), unpaid balance of cash price, official fees paid to government agencies,government license and/or registration fees, government certificate of title fees,other charges (seller must identify who is paid and describe purpose), total other charges and amounts paid to others on your behalf, and the amount financed. Unfortunately, it appears the complainant does not understand loan structure and simple finance charges.As per your letter stating our response will be publicly posted on the Revdex.com website, I have not included any information that personally identifies the customer(s). Please feel free to contact me should you require additional information or assistance. Regards,[redacted], Managing Partner and General ManagerValley Nissan

Review: Attached is reply sent to sales person after she inquired via email if all was well and was I enjoying my new car.

Hi [redacted],

I wouldn’t be honest if I didn’t tell you that I am experiencing some buyer’s remorse. In hindsight I realize that I made some mistakes, like going to pick up the vehicle after dark on a cold evening and not realizing that it didn’t come standard with cruise control. I honestly never would’ve purchased the vehicle if I had realized that. My mistake. That being said, I also feel that Nissan Staunton is guilty of false advertising by giving a stock # of a specific car to look at on their website when in fact the picture you display is not of that vehicle at all and not even comparable. The vehicle I thought I was buying was the one in the picture (which clearly showed roof rails). Once in your showroom, I hear all kinds of explanations about how the company recently is under new ownership and having issues w/ the website – yadda, yadda. While all of this may be true, that should’ve been your problem, not mine. We also felt that we would talk to you, [redacted], and [redacted] and hear different answers. Very confusing. Finally, when we sat down with the gentleman in financing we are told that you can only approve a down payment of $2000 on a credit card. We had clearly asked [redacted] if it was ok to pay the down payment w/ a credit card and we were never told about any limit. While he ultimately got the $4500 down payment ‘approved’ by his manager, it leaves the buyer on edge & feeling anxious and annoyed. Looking back I almost wish he had not been able to obtain authorization.

Everybody was friendly and smiling, but all in all, I have learned a lot and would not purchase from Valley Nissan Staunton in the future.

Sincerely,

[redacted]Desired Settlement: Roof rails installed on car.

Business

Response:

Originally our Internet Sales Representative was contacted by the complainant’s boss. This did make things confusing and a little more difficult than a standard transaction since we were not talking directly to the client who was purchasing the vehicle. In fact, we did not speak to the complainant until she actually came into the dealership. I understand the complainant was frustrated because the photo on our website did show a Rogue Select with the roof rails: however, the disclaimer above the picture reads “stock photo”.We are a full disclosure dealership and we would not have purposely hid the fact that the vehicle did not have roof rails; in fact, we had a conversation with the customer about this after she arrived. We made sure she understood the vehicle was not equipped with these features. We even gave the complainant the option to purchase roof rails for the Rogue Select at a discounted price, and we gave her the option to purchase a Rogue Select with the roof rails already installed. Due to the price increase she was not interested in taking advantage of these options we made available for her. It is our company policy to only charge a certain amount on a credit card; with a manager approval we will extend our maximum amount in certain situations. For the complainant we made an exception to our rule and put her whole down payment on the credit card without question.We strive to make every customers experience “Truly Exceptional” and we all feel terrible thatthe complainantfeels like she made a mistake by purchasing the vehicle. We made sure however that she understood the options her Rogue Select had and did not have before buying. After the test drive and a full vehicle walk around it was the complainant’s decision to buy, and she made the choice to purchase the vehicle knowing it was absent a few options she wanted.As per your letter stating our response will be publicly posted on the Revdex.com website, I have not included any information that personally identifies the customer(s). Please feel free to contact me should you require additional information or assistance. Regards,[redacted], Managing Partner and General ManagerValley Nissan[redacted].Staunton, VA 24401[redacted]###-###-####

Review: In February of 2014 late on a Friday night I purchased a 2011 Gm Sierra 2500hd. By the time I had closed the deal the dealership was then closed. My dealer named [redacted] was great. I did find some faults that needed to be corrected. 1. The middle seat belt in back seat was not functioning. 2. Driver side head rest needed repair on bottom of cushioning. 3. Bed cover had a tear and velcro was not properly done. All of these issues was told to me along with a free oil change, full tank of gas and a cleaning inside and out of truck. [redacted] along with manager at the time said I could take care of these issues once my free oil change had arrived due to dealership already being closed. I let them know that it may be a few months till I would need the oil change since this is a leisure vehicle. In middle of August I started contacting my dealer [redacted] to help resolve the issues to find that the dealership had been sold. He referred me to the previous owner which own [redacted]. After being tossed back and forth between [redacted] and [redacted] for past month nothing has been resolved. I am very dissatisfied with being promised issues and now nobody wants to.own up and take control of issues. I would like to have these issues resolved in a timely manner. ThanksDesired Settlement: Take care fully of issues that are listed and as promised.

Review: PURCHASED A 2015 NISSAN FRONTIER TRUCK. 6 MONTHS LATER I HAD A WET FLOOR BOARD FROM AC UNIT. DOORS THAT WOULD NOT SHUT WITHOUT SLAMMING THEM AND A DRIVER WINDOW THAT WOULD STICK. WHEN I BROUGHT THE FIRST INCIDENT ABOUT THE DOORS THAT WOULD NOT SHUT OR LATCH PROPERLY, I WAS TOLD 3 TIMES BY SALESMAN AND SERVICE DEPARTMENT THAT IT WAS NORMAL.

WHEN I TOLD THEM ABOUT THE WINDOW THAT WAS STICKING IT WAS BLAMED IN THE POLLEN.

WHEN I TOLD THEM ABOUT THE AC UNIT DRAIN HOSE LEAKING IN THE TRUCK, AND THAT THIS HAD HAPPENED BEFORE WITH THE NEW ROUGE I PURCHASED IN 2009 THEY STATED THEY DID NOT AND WAS NOT AWARE OF SUCH A ISSUE. I TOLD THEM IT WAS DOCUMENTED AND ALSO AN ISSUE WITH SOME OF THERE VEHICLE ACCORDING TO VEHICLE REPORTS ON THE WEB.

I WAS THEN TOLD TO COME AND THEY WOULD PUT ME IN ANOTHER VEHICLE THEY GOT MY HOPES UP AND THEN I HAD TO PURCHASE ANOTHER MORE EXPENSIVE VEHICLE BECAUSE THEY DID NOT HAVE ONE LIKE MINE.

I TOLD THEM I DESERVED A REBATE AND THEY SAID I WOULD HAVE TO CONTACT NISSAN NORTH AMERICA ABOUT THAT. THEY SAID THEY WOULD MEET ME HALF WAY ON THE COST SO MY PAYMENT WOULD NOT INCREASE BUT $20 WHEN IN FACT THE PAYMENT INCREASED $54.00. I ASK FOR A REBATE TO LOWER THE PAYMENT INCREASE SINCE IT WAS NOT MY FAULT I HAD TO PURCHASE ANOTHER VEHICLE AND THEY WOULD NOT HONOR THE REBATE.Desired Settlement: REBATE THAT I CAN TURN INTO NISSAN MOTOR CREDIT TO LOWER MY PAYMENT AS PROMISED BY SALES TEAM.

Business

Response:

Complainant called the dealership on May 16, 2015. Our GSM answered the call and the call was very unpretentious. Complainant told our GSM that the air conditioner was leaking on the floor board of the passenger seat and GMS told her to bring it in. When she arrived the GSM went out to take a look at the vehicle. There is no question that the passenger floor board was wet. GSM did not argue water issue with her; in fact he was very sympathetic and felt awful that this happened to her. He let her know the service department would look into the issue, and we would move forward from there. Complainant did not have time to wait for the service department because she had to get back to work. However, while the GSM was looking at the truck with the complainant he did mention that she could bypass the service and trade the truck in so it would become our problem instead of hers. He did not pressure her with this idea, he just mentioned it, but she was very interested in doing so. She left because she had to get to work, but it was her decision to come back to test drive the new truck with the Sales Associate. She did not come back for service, she came back to test drive. GSM let her know that he could not possibly lower her payment, and she was well aware of this. However, she was getting a bigger truck, with many more options, a year newer, and her interest rate went down (we had to work very hard with the banks to make this happen for her). She told the GSM that she was going to get Nissan North America (NNA)to give her an extra rebate and the GSM told her that had nothing to do with our dealership. All of this took place on Saturday. On Monday she called our GSM and told him NNA was giving her a $2,500 rebate, GSM asked her for the name and number of the person she called so he could verify before moving forward. GSM called the person at Nissan and they had "no clue" what she was talking about, she did call and they (NNA) offered her an extended warranty or a service plan but it had nothing to do with a rebate. GSM called [redacted] back and told her that Nissan was not offering any such thing; her response was that she knew the CEO of Nissan and she would get him to take care of it. On Tuesday she called GSM again (he did not call her she called him) and let him know she was still waiting to hear from Nissan; however, she wanted us to hold the truck for her because she did not want anybody to drive it. Later in the day GSM called her to follow up, she stated "I have not heard back from Nissan but I do not care, I want the truck and I will be there tonight at 5 o'clock." GSM stated “Great come on in”. Her issue is with Nissan (NNA), and has nothing to do with Valley Nissan. We did everything correct and she bought the truck. Valley Nissanwent above and beyond to help get her a much nicer, much more expensive, more options, and a newer truck for a minimal increase in payment and a lower interest rate. As per your letter stating our response will be publicly posted on the Revdex.com website, I have not included any information that personally identifies the customer(s). Please feel free to contact me should you require additional information or assistance. Regards,[redacted], Managing Partner and General ManagerValley Nissan[redacted]Staunton, VA 24401[redacted]###-###-####

Consumer

Response:

I have reviewed the response offer 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.

Mr. [redacted], reported infomation is not correct. His letter of response is false. Number 1. I did not get a newer year vehicle, the vehicle I had was a 2015 and I traded for a 2015, the only thing slighty different was some of the added features that didnt need considering the increase in cost. Unfortunatley they had a limtted selection and I did not want to be stuck with a vehicle in the shop for 2 or more months as I did with their sale of the 2009 Rouge. Therefore he is trying to [redacted] and I DO NOT ACCEPT HIS UNTRUE RESPONSE! not to mention he was Very Rude and in a hurry to get rid of me the first time I spoke with him. This Company will never see my business again.Truly Bad Management.

Regards,

Review: Took my car to Nissan for an oil change the last week of July- they told me afterwards I had an oil leak and it would be best that they fix it. Upon taking it to another mechanic he actually showed me there was not an oil leak at all.Desired Settlement: this needs to be addressed with the service dept employees- how many people have they continued to lie to in order for unnecessary work to be done to cars? they are extorting money from people.

Business

Response:

In response to complaint [redacted], our Service Director spoke to the customer on August 17, 2015. The customer stated his wife made the complaint and he did not want her to. Customer stated he took the vehicle to another shop and they said a leak was not present. The customer is to bring the car back to our shop and our Service Director will look at the vehicle with the customer and a technician. As per your letter stating our response will be publicly posted on the Revdex.com website, I have not included any information that personally identifies the customer(s). Please feel free to contact me should you require additional information or assistance. Regards,[redacted], Managing Partner and General ManagerValley Nissan