This is my 4th Nissan purchase and my 1st with Greenway
Nissan. It will also be my last. I was shopping for a grey or black Nissan Titan within my area for a few weeks. The sales rep from Greenway Nissan h
Nissan. It will also be my last. I was shopping for a grey or black Nissan Titan within my area for a few weeks. The sales rep from Greenway Nissan had reached out and sent me an advertisement for the Nissan Titan. My husband is active duty military and has been deployed for 18 months. I felt this was a great welcome home gift. After reading through everything, it was the vehicle I wanted and knew it was within my price range. I would trade in my current vehicle and also put a down a $6,500 down payment. With my excellent credit score (770) and current Nissan Loan for my Armada, I knew I would qualify with Nissan for their loan and promo for the Titan. The disclaimer stated I must finance with Nissan for the deal. I drove the hour to the dealer where I was met with a very friendly sales rep. We test drove the vehicle and I wanted to crunch the numbers. I no longer could find the advertisement. Everything had changed and they marked the vehicle to 59,000. I was also told I HAD to keep the luxcare and they increased that price to 1852 even though the advertisement stated 1149. They wrote my contract with a warranty even after I had showed my finance Manager that my vehicle already came with a fantastic five-year 100,000 mile warranty to include bumper-to-bumper and powertrain. He agreed to fix it and moved on. Everything for my contract was done digitally on a tablet I had no real paperwork on my vehicle as I was initialing and signing. I attempted to ask questions to the finance manager and he talked me in circles. None of the numbers were making sense and I was getting confused. He had an issue with me paying for my gap insurance upfront. He tacked the fee to my loan ($1,000). The sales price on my contract was also 4,000 more than what was advertised (50,789).I should have ran but I didn’t. It was late, I was by myself, and the more questions I asked I was told that this is the way it works. I asked about financing and he swore he got me the best deal through PENFED. Claiming they were veteran affiliated. However, financing through PENFED would not give me the deal advertised or the one year of maintenance that Nissan offers (I found this out later). I placed another $1,000 down to pay for the gap insurance (I have now put down a total of $7,500. I finally signed everything and I was headed out the door. My sales rep handed me my one key fob and sent me on my way with a full tank of gas and a USB storage chip that held my contract information.
I went home and had a friend look at the contract. They had added the warranty I didn’t want ($4,000). They had marked up the truck from 46,000 to 50,789. I was also missing my lenders information with my percentage rate, gap insurance information, and this “mandatory” lux plan I “had to have and could not remove) but paid for in the loan. The first page to my PDF stated that all documents needed to be printed AND given digitally. This was not the case. I also only had one key fob. Which any Nissan owner knows you get two in a new purchase.
I messaged my sales rep that I had some discrepancies and needed to see the finance manager the next day.
Saturday morning I drove back out to handle the situation with a supportive friend. I’m a disabled veteran and decided that being alone in this scenario was causing me to be physically sick. The finance manager stated to my companion that this was my car and not her business. When I told him she was there because of my disability he said he didn’t know. I didn’t disclose that because I didn’t feel it was information he needed. The sales manager and the finance person came to resolve the issue. It made things worse. I told him what I wanted to know and what I planned to see resolved. That’s when he refused to rewrite the contract told me that I could refinance after 90 days with another lender. I had to beg him to send a request to Nissan for financing through them, when it came back that would be equal to the financing lender they wanted, he said that he would tack on an additional 1 percent to maximize his profit. He also did not request for the 72 months and requested with 84 month plan with Nissan which he said would not make a difference. Then he refused to apply for the 72 month loan. As he said it “we’re past pleasantries” and began sarcastically discussing how everything was in his control. The finance manager stated that the loan was processed already. I politely called PENFED where they stated they didn’t have the loan and it could “die on the vine” in their words. The sales manager said he did not care. He was not changing the loan and that the 20% market up was within his discretion. He also said that he wasn’t listening to what I was saying since I’m not in the industry. This time he would make sure I had a printed copy. I was left with no choice but to take the vehicle he said. He would either process the old contract or I could sign the new one with the marked up price and no warranty but still had the lux care through PENFED. I signed feeling defeated and disrespected. Only to be told that my second key fob was missing and they would look for it. If they couldn’t find it, they would have to cut me a new one on Monday and I would have to drive out again. This dealer is an hour away. I was already there Friday and Saturday. Personally, I feel like they should have just cut me a new key while there but they must have had their reasons. I said fine and left. I sent my loan to another dealer who has instructed me that this was a breach of contract. That the Luxcare plan is optional, that they should have honored the advertisement that their sales rep SENT to ME. That the owners of Greenway are probably not aware of what is going on in Brunswick and that I should call them. I was also given further advice that I am going to take.
I have never had such poor customer service in my entire life through Nissan. When I started shopping online through Nissan USA, she asked if any dealer had reached out. I told her Greenway did. I wasn’t looking to haggle the advertising price. I’m aware that inventory is low. I was looking for Greenway to honor their advertising agreement. Is this how Greenway treats their customers? Has Nissan changed their customer service since I bought my last vehicle in 2021?
I was hoping that they would have made things right on Saturday and still hope that there is a way to correct this situation. I will continue to work on my end for a better resolution and will pursue other avenues.