I contacted Lia Nissan of Enfield to facilitate a lease buy-out for my 2013 Nissan Rouge. I went to dealership to obtain the purchase order on 10/31/15. I went back to the dealership on 11/5/15 with the check from my credit union and was told that there would be a 7-10 day waiting period before the title came back, which meant I would need to rent a vehicle in order to get around while I waited for the title. Initially, the GM let me keep my car and put dealer plates on for me, which allowed me to keep the car exactly one extra week. The following week, I was asked to bring the car in and got a rental from Enterprise on 11/12/15, thinking it would only be a couple of days before my title came back. I gave them my keys, and left all my personal belongings in my car thinking I would have it back in a couple of days.
I called the dealership on 11/16/15, spoke with the GM, and was told my title had not come back yet (this was technically the 11th day). The following day, I called Nissan Auto Finance myself and was told that they had only just received the payment the day before, and had sent the title via overnight delivery, scheduled to arrive on 11/18/15. I called the GM shortly after and he pretended that like he had no idea what I was talking about, so I hung up frustrated. I received an email confirming the arrival of my title on the 18th and took an extended lunch break to drive up there to retrieve my car the following day, 11/19/15. When I arrived, the GM called me into the office, shut the door, and stated "I have some bad news for you." He proceeded to tell me that my car had been taken down to an auction in New Jersey, and that they were in the process of trying to locate it. Needless to say, I was in complete shock! Not only had they lied about the timing of the title exchange, but now they had allowed my vehicle to leave the lot, undocumented no less, with no ETA on when they would get it back. On top of that, I had just spoken to the man the day before, and at no point did he mention any of this!! Nor did he call me himself to inform me about this royal mess-up on their part. He went on to tell me that he would take care of the bill for the rental (like he was doing me a favor), and would put me in a rental vehicle until my car was retrieved and brought back from New Jersey. I was told at that point that I would get a call as soon as my car was brought back. Over one week went by and I hadn't heard anything. Finally, I called the dealership on 11/28/15, but was sent to the GM's voicemail. I received two calls the following Monday, 11/30/15, while I was at work, with one voicemail stating that my car was back, and that I could come pick it up. I returned the call later that evening and informed the rep that I would be in on Wednesday, 12/2/15 to pick up the car. I even asked to confirm that my stuff was still in the car and was told "yes."
On the afternoon of 12/2/15, I arrived at the dealership, and was taken into the Finance Manager's office to complete the registration. At no point did the GM come out to address me or apologize for the poor and careless service provided throughout the process. After signing off on the paperwork, I was led outside to my car, which was parked out front, as one of the Reps was putting on the new plates. I opened the front passenger door only to find all of the personal items that were stored in my glove compartment and center console laid out all over the floor and on the seat of the vehicle. Paperwork that had my address, DOB, SSN, etc., had been ravaged through and laying on the floor. I don't even remember whether or not the doors were locked prior to me opening it. As if that wasn't upsetting enough, I looked in the back seat and in the trunk only to find ALL of my personal belongings missing, in addition to my car, charger, sunglasses, etc. When I demanded to know where my items were, no one knew or could answer as to where they went. You would think that after putting me through the ordeal with the title and then taking my vehicle to the auction, that these people would have at least checked the car to make sure my stuff was still in it, and that it was clean. Not the case...and it certainly gets worse!
After speaking with the Rep, he brings me back inside to speak with the GM, who of course is totally clueless and quick to place the blame on everyone else. Again, you would think as a GM, and someone facing some pretty hefty liabilities, he would have gone out of his way to make things right. He asked for a list of the missing items, wrote them down on a piece of scrap paper and told me he had to call someone at Nissan Finance to find out where my items were. I walk out of the office to my car infuriated, only to find the gas past empty, a message about my key battery being low, and an error on the navigation screen indicated that the SD Map is missing. I walked back inside to inform him, and he asked one of the Reps to get another SD card. The guy comes outside with the GM, inserts the card and walks away. After noticing no activity on the screen, I inform the GM that it's not working, but am told that it takes a couple of minutes. I drove off the lot and headed to the nearest gas station before the car died on me. While at the gas station, I called the dealership to inform them of the error message from the SD card and was told that "I should come back when it's convenient to have them check it out"...I live and work at least 30 minutes away...there is nothing convenient about driving out to Enfield.
The following day, 11/3/15, I called the dealership and spoke with the DM about the status of my stuff and when I could expect a new SD card. During the conversation, he stated that he would get somebody to come to my job on Friday, 11/4/15 to replace the SD card, and would call me to arrange a time. It is now one week later, and I have not received not one phone call to replace the SD card, or a simple status update on my belongings. Additionally, on Sunday, 12/6/15 the batteries on both my keys ceased to work, and now I don't even the keyless entry function on the vehicle.
The treatment, response times, sense of urgency, customer service, and integrity of this dealership are beyond disgusting!!! I would NEVER do business with them again, and I want the GM and everyone else involved in this mess held accountable for their actions, or lack thereof. This is a horrible way to treat a customer, and a poor reflection of Nissan.
I Recommend This Dealer:
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