ComplaintsforClassic Nissan of Sanford

• Initial Complaint

  12/23/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We loved our salesman. The Finance department did us wrong. We sign papers on 11/23/21 with a 13 interest rate. Then they called us and told us they got us a better interest rate at 11 percent and signed the paper again on 11/27/21 because they thought I had cancer because I had a cap on my head. I never told anyone there I have cancer. I have a disorder and that is why I have no hair on my head and wear a cap. I got offended. I got mad because they were willing to help get us a better interest rate because they thought I had cancer instead of trying to help in the first. On 12/17/21 the finance department calls us to tell us the loan didn't get approved after we had sign the paper twice already. Then they ran my credit again without telling us and got the loan approved but then the interest rate went up to 15 percent. The finance department didn't give me the numbers Friday night 12/17/21. The finance department was suppose to call me back on Saturday 12/18/21 to give me the number, I told the finance department I was not happy with 15 percent interest rate and I didn't understand how the loan didn't go through after we had to sign the papers twice. The finance department did not help me and wife understand what was going on. The finance department did not call me back on Saturday like he said would. He didn't call me on Monday dec 12/20/2021 at all. I had to call the finance department on Tuesday 12/21/21 late afternoon to see what was going on. The finance department said they couldn't do anything about the 15 interest rate. Then the finance guy said they needed a decision by that night and they have been sitting on this issue and nobody called us about and we had to call them. We felt rushed and lost and confusing at the same about the whole situation. I told them I would just sell them my two cars and they keep the new Nissan car. I asked the finance guy would they still give me the same amount on my two use cars they were offering us at the start, the g

  Business response

  12/30/2021

  Business Response /* (1000, 8, 2021/12/28) */ First of all, I would like to apologize for any and all inconvenience that this has caused you. We aim to exceed our customers expectation here at Classic Nissan. WE did have Mr. *****'s loan approved with Wells Fargo however when we sent the contract to the bank for funding with the stips that they required they stated that they would not accept his G.I. bill income as income and returned the contract for debt-to-income purposes, so we had to add his wife to the loan and it made the interest rate go up to 15.% due to her credit score being lower than his. I am attaching the conditional delivery agreement that Mr. ***** signed stating in short that if the bank won't fund the deal than they can take a new approval if we can get it done with the new stipulations per the bank or not and just return the vehicle and walk away from the deal. They decided not to take the new approval with Mrs. ***** on the loan at a higher interest rate and higher payment. The conditional delivery agreement also states that the customer is allowed up to 50 miles per day of driving and anything over that would cost them 0.26 per mile and pay for any damages. the vehicle had 5200 miles on it when returned so it should've had 1500 miles for 30 days so doing the math on 3700 over X 0.26 is $962.00 the vehicle also has a chip in the windshield that must be fixed and a detail buff job due to several scratches on the 2021 Nissan Rogue when returned which could reach another $950. which is about $1912.00 total due Classic Nissan. So, they are responsible for their own payments on the cars that they owned while we were attempting to get their contract funded by the bank. We want to sell everyone a vehicle who comes to us to buy one and would still like to earn their business if they can pay cash or provide their own financing. I'm willing to waive the money due us per the conditional delivery agreement as long as they take care of their own payments on their own vehicles and replacement tag cost. Consumer Response /* (3000, 11, 2021/12/28) */ We thought the new Nissan Rouge was ours and we were going to fix the chip in windshield where a rock hit it from another car. It was not our fault a rock hit the windshield. We were not aware of the 50 miles per day. Nobody told us that. The finance department didn't explain that to us. This is the first I'm hearing about this. The finance department did not contact us at about the new loan. Mr. ***** had to call them to see what was going on. The finance department has bad poor communication. The finance department called mr.***** on 12/17/21 to tell him they added wife and the 15 interest rate. But didn't have the numbers together were suppose to call Mr.***** back on Saturday 12/18/21. The finance department didn't call him back at all. Mr. ***** called on Tuesday 12/21/21 to see what was going on. The finance wanted to know a decision right then and there. We understand the finance department doesn't have control over the banks. We signed the papers not once but twice and how from that time did they not know it was not going to get approved for loan then without my wife's name on it. The finance department jerked us around and we are paying two months on two car payment plus their late fees and getting a new license plate for one of cars since the dealership return one of our plates into the DMV before the whole loan was done. We get a letter in the mail from the DMV wanted to know why we didn't insurance on the blue car Sentra for a whole month. We were told to switch out our insurance to the Nissan rouge on 11/23/21 when we got the car. The dealership owes us for a new license plate and one car payment. This put us in a bind financial because we didn't know we would have to pay two months on two car payments plus with this whole issues it put Mrs. ***** into panic attacks and offended her by thinking she has cancer and the finance department wasn't going to see if they can get us a better interest rate before they thought she had cancer. Mrs. ***** has a disorder and it's not cancer. The general manager never came and told us and see how we can fix this whole situation. He stayed in his office and played on his phone. Business Response /* (4000, 13, 2021/12/28) */ My response has been sent previously and remains the same.

• Initial Complaint

  10/25/2021

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Following extensive online research on Consumer Reports and TrueCar, I printed out the TrueCar offer sheet information regarding a specific vehicle, a 2021 Nissan Rogue S, for sale at Classic Nissan, Sanford, about 90 minutes away. We drove there on Saturday, October 9, 2021, having made a $300 deposit the night before. Per the offer sheet from TrueCar, this specific vehicle was available for 7 days from October 8, 2021 at Classic Nissan, a TrueCar certified dealer, for $26,787 (3.6% below MSRP), plus dealer fees and accessories totaling $1496, and sales tax and tags (not yet calculated). When we arrived at Classic Nissan, we were immediately informed by a salesperson and sales manager that the dealer could not honor the TrueCar price (nor the vehicle's listed MSRP) because Nissan Corp had set a "new" ("enhanced") sales price, which turned out to be $4575 more than what had been the listed MSRP for the vehicle, and that the dealership had no control or authority to change this price. Believing what the salesperson and sales manager told us, we negotiated the trade in value of our truck and warranty extensions. If we had known that the increased sales price did not come from Nissan Corp and varied from dealer to dealer, we would have left and looked for a dealer with a lower arbitrary sales price increase added on. In fact, our salespersons told us that dealers such as in Charlotte were adding on dealer increases to the "new Nissan Corp" sales price but that Classic Nissan was not. During the course of the negotiations, we were repeatedly told that Classic Nissan had no discretion or authority to lower the $4575 increase to the sales price that Nissan Corp had established; Classic Nissan had no control over the price. All of these statements by Classic Nissan were clear misrepresentations or, in other words, lies. On or about October 22, 2021, Classic Nissan purportedly cut ties with TrueCar (but were still certified/associated on October 9).

  Business response

  12/01/2021

  Business Response /* (1000, 5, 2021/10/27) */ Contact Name and Title: ************-General mgr Contact Phone: ********** Contact Email: ************************** ********** contacted our dealership for the first time on 10/8/2021 by phone inquiring about a specific 2021 new Nissan Rogue vehicle and stated that he wanted to make sure that it was here because he was driving from almost 2 hours away and asked our BDC rep. if he could put a deposit on it so that he could make sure that it would be here when he came in for it the next day at that time she stated will have to put you on hold and let you speak with the sales manager about that. So the sales manager answered the phone and accepted a $300. deposit to hold the vehicle until he came in with an appointment for 10/9/2021 am. The customer stated that he would be trading in a 07 Nissan frontier with 89000 miles on it and the sales manager said ok no problem and got the deposit over the phone and set the appointment. ********** never once mentioned a truecar price or discuss price at all. We looked into our CRM which tracks all leads that come into our store from all our sources and we see nothing from truecar concerning a pre-set price that we approved. If ********** had said he had a truecar price he would have been told before we took his deposit that we would not be giving any discounts on our vehicles because of the current market situation that we do not have many vehicles at all in stock and we are not getting many in any time soon. So he got here and the salesperson showed him the vehicle and then ********** said he had a true car price and immediately we told him that we are not doing any truecar pricing and if he wanted to buy the vehicle he would have to pay full price plus our market adjustment addendum he wasn't pleased with it so the sales manager went over and explained everything to him and the reason for the market adjustment and he agreed and brought the vehicle at agreed numbers that he signed off on. ********** stated that our salesperson stated Nissan corporate said we had to sell it for the addendum market adjustment but he did not say that Nissan is the manufacturer and don't really have a say so on what we sell our vehicles for. He did say corporate have us put a addendum market adjustment on our vehicles meaning our corporate office of our company. ********** being a retired lawyer I'm sure he knows with his signature agreeing to the selling price and paying cash for it knows you don't negotiate after purchasing and taking delivery of a product. In the state of North Carolina there is no cooling off period on the purchase of a vehicle so if you sign for it and buy it it's a done deal and he stated he loves the vehicle and wants to keep it. I do apologize that his vehicle was missing the pin stripe that he was charged $199. for and I will be glad to refund him his $199. for it. My managers did speak and email ********** about his concerns which he did not like that we would not re-negotiate after he had already agreed to and purchased the vehicle and was told that we would be glad to have the pinstripe put on or refund his money for the cost of the pinstripe that was accidently left off of that vehicle. I have no other offers for **********. I would like to thank ********** for his business and hopefully he is satisfied with his new Nissan. See attached figures agreed to with break down of figures that he agreed to as a out the door number of $25850.72 which is what he wrote the checks for. Consumer Response /* (3000, 8, 2021/11/04) */ In reply to Classic Nissan's response to our complaint to BBB, we would first state that ********** (who provided their response)was not present during any of the interactions between us Classic Nissan's sales personnel. Consequently, his response is premised on less reliable hearsay made by his employees. Some of the many inaccuracies in the response by Classic Nissan are: we did not mention TrueCar during our initial phone conversations but showed the TrueCar offer when we arrived; the dealership staff did not say the "dealer" or Classic Nissan or the Classic Nissan corporation or use the word "corporate" at all; the employees repeatedly said Nissan established the sales price) of the vehicle and that they had no control over what Nissan actions in this regard; when we specifically asked if there was any recourse if Nissan set sales price", the answer was "no"; no one said that they weren't doing TrueCar pricing or that the dealership no longer were associated with TrueCar; we did not receive an addendum at the time of sale or in the days after when we requested it; the word "addendum" was not used by employees. Classic Nissan's employees stated that Nissan had placed an "enhancement" on the MSRP. TrueCar published online an offer sheet specifying a specific vehicle at Classic Nissan. The employees verified that the vehicle described was the car we looked at. It is the dealer's responsibility to know about TrueCar and its offer (as they were still associated with them). We drove almost 2 hours for a specific offer with details about a vehicle. These vehicle specifics were provided to TrueCar by the dealer or Nissan Corporation. It is the dealer's responsibility to know of these offers as a Certified TrueCar dealer. The number of vehicles on the lot doesn't alter the dealer's responsibility to not change an offer that refers to a specific vehicle at their dealership. Our purchase of the vehicle at the stated price was entirely premised on the material factual misrepresentation that the "enhanced MSRP" (sales price) was set by Nissan Corporation and therefore, not negotiable by the dealer. This was repeated by employees over and over. TrueCar's price also included a dealer discount that we did not receive. Nor have we received the $199 for the missing pinstripes. What else isn't on or in the car that we paid for? The number referred to in the dealer's response was an out the door $25850.72. This does not mention the $300 deposit nor the trade in on the Nissan truck. That was not the price we paid for the vehicle. We paid almost $10,000 more with a deposit and the value of the trade in. We also received an attachment from Classic Nissan that purports to have the signature "*************" next to a line that reads "Management". In felt tip pen, someone has written,"Incleides sic 3 yr Maintence sic AND 7 yr Intiorer sic protection". We have never seen this document nor would *************, a retired attorney, sign on the management signature line. There is no signature on the customer line. To repeat, we have not negotiated with Classic Nissan after purchase. We did request a refund for the missing pinstripes which no one at the dealership noticed. We have made plain to the Nissan Corporation, TrueCar, and Consumer Reports that the statements made by Classic Nissan constitute a misrepresentation by allocating responsibility for the sales price to the Nissan Corporation so that we would believe it was not negotiable. Several days after the purchase, Classic Nissan told us they were no longer associated with TrueCar. Based on what transpired at the dealership and the false statements made by the employees regarding how the sales price was determined, we believe that the appropriate remedy would be for Classic Nissan to make a reasonable downward adjustment in the sales price of the vehicle. Business Response /* (4000, 10, 2021/11/10) */ We have refunded the $149 for the missing pinstripes and we will not renegotiate after ********** agreed to and paid for his new vehicle. We have already sent over the breakdown with the items and price and the signature that he agreed to and for what he wrote the check for. ********** is a retired lawyer and I'm sure he knows what he agreed to before paying for it and taking delivery of his new vehicle. I do apologize for any confusion that ********** may have encountered while purchasing his vehicle from here however the numbers don't lie that we both agreed to and that he paid for. ********** could have walked away from this deal at anytime but he choose to purchase his vehicle. I offer no other discounts or refunds after the sale.

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