I’ve leased Nissan Rogue on 11/07/2016 at “Meadowlands Nissan”, 45 Route 17 South, Hasbrouck Heights, NJ07604. It’s been 2.5 months and I still haven’t received my license plate. (As of now, 01/22/2017) What make it worse are their horrible attitude and customer service. They never answered my calls and voice messages too many times. Furthermore, their impudent behavior made me very angry.
1. No Responsibility of taking care of the customer
-No follow up with the situation and leaving it helpless
-No responsibility of their words
-No response or call back (20 times calling) for more than 2.5 months
-Insulting the customer
-Shameless attitude for their mistakes and blaming the customer: Never apologized to me for their actions and refuse to meet in face to face when I visited
-Insisted to drive with an expired plate and bring tickets if I get pulled over
2. Ridiculous mistake: Put the wrong VIN number, Billing Package never received due to the wrong address input.
-Clumsy work (No double checking)
-Blaming the customer instead of an apology
-Wasted my time for waiting to correct their mistake on the day I visited (4hours)
-Providing incorrect appointment day (Thanksgiving Day) leading to my personal time consumption
3. Too many unnecessary visit to the dealership
-“New Leased Car” had a problem making a screech noise from the moon-roof (12/01/2016 and 12/05/2016)
-re-do the paper work due to their mistake: Wrong VIN number on the contract (11/28/2016)
-Visiting due to no response from the dealership (11/24/2016)
My 1st temporary plate was expired on 11/28/2016 and 2nd temp plate has been expired since 12/17/2016. I was told that they cannot print another temporary plate and I can still drive the car with expired temp plate which is irresponsible of them. How is it okay to drive a car with an expired plate?
I received a call from the sales consultant, Luis Urina, a few days after I leased the car. He told me I had to come in again to sign a new contract because he had taken wrong vehicle identification number (VIN) from the car. However, he made it sound like it was my fault that he took down the wrong VIN number because I changed the color of the car at the end of the contract, so he was confused. I was told to come in “this Thursday,” (11/24/2016) which I didn’t realize until the actual day that it was Thanksgiving Day. I thought it was odd that they were open on Thanksgiving Day, but I went there anyway. Of course, they were closed. I called them the next day and told what had happened. Not only did he not apologize to me, but said he doesn’t remember saying it. I was already upset with his attitude, but I had to move on. So he told me he will have the papers ready so that when I come in, I don’t have to waste my time to wait. I went there on 11/28/2016 and again, that was a lie. I was there for 3.5 hours just waiting. Luis came to me and said, “I’m going to print out the papers right now, so you can sign it!” But it took another 30 minutes to happen. And actually Luis was not the one who was taking care of the paper works, it was Thomas James. They have ignored me the whole 3.5 hours. They seemed like they don’t really care about me anymore. Even though I went to the dealership again to correct their mistake, they didn’t seem to care much about it. 3.5 hours after the arrival, I re-signed all the paper work. I was told that it should take about 2 weeks to get the plate. Of course, I didn’t hear anything from them for the next 3 weeks. I had to call him (Luis) again and see what was going on. Whenever he picks up the phone after putting me on hold for 30 minutes, he tells me that he will go find out and call me in 10 minutes, but he never did. I had to call him like that about 10 times. And I’ve tried to contact Thomas James as well, but never responded. I was very upset, so I told him that I wanted to speak to the manager. And this is where “Luis” part ends.
The call was transferred to the General Sales Manager, Milton Rodriguez. After I told him what had happened with Luis, he told me that he would fix the situation. He would penalize Luis for not following up with me, and call me within one hour to let me know what is going on with my plate. He didn’t call me back. After the day I spoke with Milton, he never picked up my phone calls. He never responded me back to my voice mails at all. There was one time he picked up my call and put me on hold for 20 minutes and hung up without picking up the phone. I was very angry, so I went to the dealership on 01/20/2017 again to see Milton directly. However, he refused to see me while sitting on his desk doing nothing and someone else, George Reyes, telling me that “I cannot call him because he’s above me.” And said “you could wait a couple hours to see him if you want.” I didn’t want to talk to them anymore, so I asked George the Owner’s contact number but he said, “I only can give you the e-mail address. I cannot give you the phone number.” This is a very irresponsible attitude in that dealership. Their procrastination and irresponsible approach to their customers should not be allowed. Also, their attitude is not the right way to deal with customers.
They, “Meadowlands Nissan,” have not offered me any solutions, or much empathy regarding the matter. This inconsiderate behavior has deeply aggravated my feelings for Nissan. I truly regret my contract with Nissan. I don’t want to make this problem any bigger. I want my plate problem to be solved as soon as possible. I want their sincere apology and their customer service has to be corrected. I hope other customers do not feel the same way I felt with Nissan.