sutherlin nissan orlando nightmare

[familyman99]

See below, since this happened 7-23-16 I talked to you Victor since the general manager US Marine was on vacation and you said you would look into this and give me a call. You never did. I have since called and left message for Mr Marine to call me and has not. You have forced me to keep trying to get closure on what your employees did to us..


Worst experience ever at Sutherland Nissan. My wife and I went there based on an LE Murano they had listed at $20,000. I had emailed them prev asking an out the door price with a $5,000 trade and was told around $17,400 so i listed this as our 1st stop on our car search. We get there and a sales rep walks up to us and I ask if they still have the LE Murano and was told no they didn't have any used LE models available. He proceeded to show us the 3 used ones they did have and we test drove a 2013 SL model and proceeded to go inside to see if we could work the numbers so we could buy it. We were adamant about what we wanted for a payment and terms of 48 months and we will not budge on this point. The price online for this SL was $21,988 and they brought the price down to $19,100 and gave us $5,000 for our trade. We all high fived and proceeded to sign all the paperwork and signed over my title registration and ID photos. They went to process the paperwork when this whole thing turned into a nightmare. The internet sales guy Matthew Kimmel comes over and asks why we didn't want the LE Murano that he priced for us. I explained we were told it was no longer available. He then proceeds to tell us that the prev rep is upset with us and that we are trying to scam them!!!! What the... I cannot believe where this is going. I explain again the LE is not here we have already processed paperwork for this SL model He says the numbers are wrong unless we wanted to agree to longer terms. I asked for the manager which after 5-10 min I had to get up walk over 30 ft to where the manager was and have him come over. Instantly this Matthew comes back over and sits in. I explained this whole thing to the manager and how we were accused of trying to scam them. He says let me see about this and what we can do. They both get up and come back several minutes later. He says why didn't you want to buy this LE model?? he brings up there website which shows the listed LE model and it turns out it is listed incorrectly as an LE (most likely by this internet sales rep Matthew) and proceed to not say were sorry about how we treated you or there incorrect listing instead blame us for not looking at the picture as we should have noticed it didn't look like an LE!! yeah right like I am an expert I relied on them for that. When I asked why they listed it as an LE Murano Matthew replied I don’t know what an LE is I have worked here less than a year!!!! (and they allow this joker to list their vehicles and talk to customers, what a joke) Then the manager says we will help you out and sell you the SL model at our cost. I am thinking ok they are finally going to make good on the price agreed and the torment they just put me and my wife through. Our cost is $23,983.00...... I am now in utter disbelief and explain it is listed on their web site for $21,988 and was just offered to have it reduced to 19,100. oh and I forgot to mention thru this whole thing we had asked several times to bring back the other 2 reps only to be told they could not find them. Needless to say we left after being embarrassed, humiliated, lied to, and treated like dirt. STAY AWAY FROM THIS DEALERSHIP THEY LIED REPEATEDLY AND BLAMED US FOR ALL THERE MISTAKES. THEY DONT CARE ABOUT THERE CUSTOMERS AT ALL AND AS A 3 TIME NISSAN VEHICLE OWNER EXPECT TO BE TREATED BETTER.

[Larz]

I'm sorry to hear about the treatment you endured. Shortly after coming to the states, I was looking to buy a new Ford Mustang. I went to a huge dealership near me. The sales person was a complete arse, even asking me if my British accent was real or was I just messing about. Asking if I was a serious buyer or just wasting his time. After apologizing profusely to me, he called another salesman over and after talking to him at a distance where I couldn't hear them, that person asked for the keys to my current vehicle so he could determine its trade-in value. After actually driving the mustang, I was disappointed at the cheap plastic materials inside, and the dodgy trim on the body. By then, the appraiser came back with a trade-in about $3000 less than book value and I politely thanked them both for their time and left. On the drive home, I noticed a very strong odor of urine in my car. I felt the carpet on the driver side floor and indeed it was wet. That appraiser actually urinated in my car! I returned to that dealer, demanded to speak to the general manager, and had him confirm the urine odor and damp carpet. He told me that since there was no proof or eye witness to support my accusations, he had no plans to do anything about it.
The point is this: If you are mistreated by dealership employees, the cause probably stems from management. It is unlikely any employee would behave in a way that isn't at least tolerated by management. For that reason, I recommend you forget about trying to get closure at the dealership and go directly to Nissan corporate and the BBB about your treatment. Iclude dates, times, names of all involved. At the very least, your complaint will be officially recorded at BBB and Nissan. I doubt yours is the only complaint of this nature. When others who were similarly mistreated also report to them, a pattern will be acknowledged and, hopefully, action will be taken.