2015 Nissan Murano SV FWD Cayenne Red/Cashmere Cloth
Our last several car purchases have been private transactions, and for good reason. I have scars going back over 35 years in dealing with car people. It had been many years since we have been on a dealership's lot to purchase a vehicle.
I did a lot of online research and decided this time we were going to do things differently: our way. We would not accept deception (lies), play games, or be called names. We were going to do this via electronic communication or not at all. We wanted our only visit to the dealership to be for taking delivery of our new vehicle. Thoroughbred and one person, Michelle Lipinski, allowed us to achieve all those goals.
I emailed eight Nissan dealerships in southeastern and central Arizona. We heard back from all of them. After expressing our intent to factory order, half the dealerships ignored us including, in our opinion, Thoroughbred. Two dealerships informed us they wouldn't/couldn't order a Murano. Only two dealerships were willing to factory order.
We wanted to get Thoroughbred Nissan into the mix, as I had read good reviews. For over two weeks, my several emails (direct to a person and through Thoroughbred's website) and many attempts at live chats seemed to have been lost in cyberspace (disregarded?). On literally my last try with Thoroughbred, Michelle Lipinski picked up my live chat. That changed everything.
I sent an email with a link from Nissan's website with our build to three dealerships asking for a line-itemized out-the-door quote to include all fees, sales tax, and licensing. Only Michelle Lipinski at Thoroughbred Nissan did everything we asked, giving us a written detailed quote, and offered a fair price as well. An old salesperson's adage is the first person to speak--loses. Michelle made the first offer and Thoroughbred won.
After Michelle emailed us the Murano arrived, we set an appointment to take delivery three days later on April 10. Michelle turned over most of the delivery process to a salesperson. It appeared to us that either or both the paperwork and the Murano were not ready. They did have the Murano well detailed. Sara did take the time to explain the technical aspects of the vehicle and got the Bluetooth connected to the iPhone. Robert, Thoroughbred's sales manager, allowed us to park our other vehicle at the dealership all weekend as we took a trip in our new Murano, more good service.
We thought it was strange that the people at Thoroughbred kept congratulating us. We spent a lot of money for a durable good that will only depreciate over time. We didn't achieve anything like win a race or get married. It happened so often we felt uncomfortable to the point of being irritated. We would have felt much more important if Thoroughbred's staff had thanked us for our business, which the owner did in a letter. Overall, delivery was a good experience, although a bit slow.
Thoroughbred did not have the dealer installed interior accent lighting option completed on delivery. Through Michelle, we returned three weeks later (we live in Sierra Vista) in conjunction with travel from Tucson International Airport. Thoroughbred gave us a ride to the airport, installed the lighting, kept the Murano for a week (no parking fees), got us from the airport, and had the Murano detailed. That is great customer service!
A quote I found from W. Clement Stone struck a chord with me: "Sales are contingent upon the attitude of the salesman - not the attitude of the prospect." Michelle worked through my initial obstinacy and built a good relationship. Throughout the process, Michelle did not play games; was sincere and patient; respected all our wishes; made us feel important; and was very businesslike in her comportment. Without Michelle Lipinski, Thoroughbred Nissan would not have gotten our business.
Michelle Lipinski at Thoroughbred Nissan made us feel we got a hassle-free fair deal. The last time we felt that way was almost 30 years ago, when we took delivery of our factory ordered 1986 Ford Ranger. That small dealership in rural Iowa that sold only one make of vehicles was also family-owned and operated. Does that sound familiar?
I Recommend This Dealer:
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