Germain Nissan of Columbus

Germain Nissan of Columbus responded

Hi, Sorry for what happened on your visit. We definitely try to guard against any misconceptions that seems to be so common in car buying. What exactly happened? This is concerning to me.

avoidthisdealership! responded

I was told that minor scratches would be buffed out for me - only one area was buffed out - the other three areas - which I specified in writing - were not touched. I asked that the interior be cleaned up - it was not. The car was not cleaned up - interior or exterior. The car's gas tank was left on empty, and I was told that I would receive a gas card to reimburse me for having to gas it up - seriously, it was so empty that I had to immediately fill up before I could head home. Even after reminders, no gas card. This may have been due to the fact that this process was unnecessarily drug out for 6 hours and it was past closing time and everyone had left by the time I took possession of the vehicle. If your people are going to drag their feet to make a sale, they should at least be willing to stay to make sure that the car is cleaned up and gassed for the customer before they walk out the door. What is more, the front license was not put on, and Steve basically told me to figure it out for myself since your service people couldn't figure out how to attach it. I had to drive the car home without the front license plate - illegal in Ohio. I did not receive copies of my signed paperwork, and it took THREE contacts, and a month to finally have it mailed. Steve told me that he would leave the paperwork and the gas card in his desk for my husband to pick up the day after purchase - we live out-of-town. When my husband drove in and asked for the paperwork and gas card, he was told that they could not give it to him since his name was not on the title! Why did Steve arrange for my husband to pick up the paperwork if it would not be given to him? Finally, when I questioned the charge for $199 (processing fee) on the loan paperwork, your finance person gave me some song and dance that it was part of the interest. I directly asked him if I paid off the loan right away, would I avoid having to pay this charge as well as the rest of the interest on the loan. He told me yes. I was very specific about this because I made it clear that my intention was to pay the loan off immediately. I even carefully reviewed the loan paperwork and checked with your finance person to make sure there was no penalty for early payoff. When I contacted Kemba yesterday about paying off the loan, their representative told me that the extra charge goes back to Germain and is NOT a part of the interest. Therefore, it must be included in the payoff of the principle. I appreciate honesty and clarity, and I resent stupid games and lies to try to pilfer a customer out of a few hundred bucks. If any of your staff involved gives you excuses or tells you anything to the contrary, then they are lying and you are a fool to believe them - I have no doubt that this is standard operating procedure at your dealership, and it will continue to be until someone there requires complete honesty and transparency with customers. I will never return as a customer.

Germain Nissan of Columbus responded

I am really sorry for all this. I can certainly try to help with the some buffing and interior cleaning, Would you mind sharing your name so I can look into your account? I would like to help in some of these areas on concern. Have you received your gas card yet? Have you got a front license plate bracket? Let me know if you would like me to try and help.

Germain Nissan of Columbus responded

Sorry I thought the dealer rater had name on the sign off but I don't see it. This is Phil Hicks. I am the General Sales Manager. I will have a gas card sent to you. It sounds like you made your mind up not to come back here which I can respect but the offer still stands if you want to have a buff performed. I called Steve and he admitted that he didn't get the gas card handled. He took responsibility and admitted he lost track of it prior to leaving for his vacation. All I can do is offer to try to rectify some of this and apologize but again I understand your position as well. Please confirm your address and I ll send your card.

Germain Nissan of Columbus responded

I am sincere in my efforts and I am glad you believe that :) I just am disappointed in the whole situation. I know we tried hard to get the numbers down for you and everything seemed ok the day of sale... but it seemed to go downhill from there. I didn't address the finance concern because you seemed like you weren't interested in hearing any explanation. You mentioned that "If any of your staff involved gives you excuses or tells you anything to the contrary, then they are lying and you are a fool to believe them" I just thought I would let that part go and fix what I can. However since you asked about it I'll try and elaborate on fee. The fee of 199 or 195 is a standard fee that is not profit to the dealership. If Kemba told you it is profit, the person you spoke with is mistaken. It is a prepaid finance charge that goes to Kemba. I have never had any clients think we were misleading and/or lying by having that in the loan. Most of our lenders and credit unions have some sort of fee that is similar. It is absolutely not money that goes to the dealership. I am sorry that they didn't represent transparency when you asked about paying off the loan early. They should have addressed that but the fee is something that is standard. Again I'll get the gas card sent off and I really am sorry. It sounds like things were just not explained properly and for that I'm sorry. Feel free to reach out to me if there is anything else I can do to help at this point.

avoidthisdealership! responded

Could you please identify yourself? I did not receive a gas card. I gave Steve many opportunities and reminders to provide one to me. I paid to have the license plate and bracket put on myself - Steve made it pretty clear that it was my problem as he was closing up and leading me out the door. While I appreciate your offer to buff out the scratches and clean the interior, I do not trust your employees with my car. There is no question that your employees are deceitful, and I do not trust having my car in their care. I am cutting my losses, chalking this up as a lesson VERY well learned, and will take my business and money elsewhere in the future. Just a piece of advice - a customer who purchases a car and feels confident that the process is handled professionally and honestly, who is treated with respect and courtesy, will not only be a future car-buying customer, but will also be a service customer and will also refer others to your business. In other words, yes, you gained an additional few hundred bucks from me through deceit, but for what it cost you in future sales and service/repairs from me, and also the loss of potential new customers, perhaps you should consider that lying to the customer and not keeping promises is a poor long-term business strategy. Finally, when asked by friends or family, I will strongly advise them to shop elsewhere.

avoidthisdealership! responded

I do appreciate that you are attempting to address my concerns and have offered to buff the scratches, clean the interior, and make good on the gas card. Thank you. I will accept the gas card, but will have the car detailed and serviced elsewhere. You seem sincere in your efforts, however, you have not addressed the $199 fee that was added to the principle of my loan that was arranged through your finance department and was explained as an additional charge to the interest of the loan and would be removed with an early payoff of the loan. More unsolicited advice - become a dealership that is completely transparent in price, all fees, and all charges to the customer - at the time of negotiation. Otherwise, it is not a true negotiation if charges and fees are hidden or intentionally withheld until AFTER an agreement is reached then added on "after-the-fact". This comes across as deceitful and is a big factor in the general public's negative opinion of car dealerships. I have to assume that this charge was intentionally withheld from me in an effort to "sneak" it into the total sales price at the end of the day. Although I caught it on my own and questioned it, your finance person lied about what it was and how it affected the "out-the-door" price of the car. There are no "do-overs" in your business, so, what do you have to lose by requiring transparent pricing from yourselves? And, how will you rectify this final issue satisfactorily for me? Linda Packard 2968 Burnt Pond Rd. Ostrander, Ohio 43061

Germain Nissan of Columbus responded

Linda, I absolutely agree with what you are saying and understand your feelings about the transaction. Thanks for being receptive to my messages and if there is another chance to do business with you I will be personally involved so everything is crystal clear. Look for a gas card in the next few days. I will have it dropped in the mail tomorrow. Thanks for your feedback and I hope you enjoy your Mercedes. It really is a nice car ? Phil Hicks General Sales Manager | Germain Nissan 4300 Morse Rd, Columbus, OH 43230 P: 614-383-4320 F: 614-418-4524 germainnissan.com 10 things that require 0 Talent!! 1.Being on time 6. Attitude 2.Work Ethic 7. Doing Extra 3.Effort 8. Passion 4.Body Language 9. Being Prepared 5.Energy 10. Being Coachable