Hall Nissan Virginia Beach

tlove910 responded

Mr. Foley I would like to thank you for your online response, as I was in your establishment on 2/23 in which you were notified. Somehow I did not have the pleasure of speaking directly with you. I would like to reiterate that I understand financing issues as I walked into your dealership fully aware of my circumstance,and made sure your reps were as well. My issue is the mannerism in which this matter was handeled. To walk off a car lot with a car and was assured that everything was taken care of on 2/9/12. I called Hall on 2/22/12 on my own account. I had not recieved a call from Hall since 2/9 when I left with the vehicle. Not 1 person reached out to me to saymy loan was still being worked on or anything. Then be told via a callback 20 min after I called "hey by the way we couldnt get u approved for this car we need it back" is unacceptable. I was advised by the lienholder that I was denied on 2/13 and I understand and appreciate that finance was still trying to get me approved but a followup call would have been professional. Then to send my application thru to the same company that I have a recent repossession with, which is what Hall did was not a smart business decision. I spoke with Hall's general manager and she was scripted and cold, as was the finance rep that I later found out was still in training. I was offered a cheaper vehicle after the fact,but who would want to do business with any company that operates this way? I have recieved horrible customer service from your company and your company resumes no ownership for the unprofessional way this was handeled or my inconvenience. I believe my review of your company is more than fair. I returned the vechile on 2/23, and still as of today have not recieved my $2500.00 refund back. I would never buy anything nor recommend anyone to Hall.

Hall Nissan Virginia Beach responded

Ms Harold, thank you again. As we are constantly looking for opportunities to improve, I will be sure to review your comments closely and look for any areas in which we have an opportunity to do just that. Additionally, I looked into the refund for you. In fact, we did refund your entire amount on the 23rd when you visited. You might want to touch base with your financial institution to see why there may be a delay on making those funds available again. Lastly, as a reminder, our offer to sell you a car that works with the financing that we were able to secure for you is still on the table. See me if you would like to take advantage. Thanks again! John Foley General Sales Manager

Hall Nissan Virginia Beach responded

Thank you for taking the time to share your thoughts on your visit. This kind of feedback helps us to get better. As for the pricing confusion, there clearly seems to be some miscommunication on our part. In fact, you did receive confirmation of your pricing through your auto buying program. Though the car you selected was not in-stock, we do still honor our pricing; the only difference being the cost in bringing the vehicle here. Clearly, we did not do a good job of communicating this to you. If you're still in the market and open to doing business with us, we would love the opportunity to sit back down with you and make certain you understand exactly how the auto buying program pricing works. Again, we apologize for the misunderstanding. John Foley General Sales Manager Nissan Virginia Beach

morinteresting responded

Hello Sir, I assure you the price was discussed while I was there. The difference was not just the $500 transportation fee. After I agreed to pay the $500 transportation fee and had provided credit card information, the price changed to MSRP which is not what we agreed upon to the tune of several thousand dollars. The change was not openly communicated, I came to realize the change only after reviewing the salesman's math, which was not printed, but was delivered via handwritten ink pen on a piece of printer paper (again after I had given a credit card for transportation fees). For me this was a tipping point, however there were key elements to this visit besides just the price that were off. The first problem was, since I did the research online, your salespeople should have been aware of exactly what vehicle I was looking to buy. Why was I asked to come to the lot if you had none of those vehicles in stock? Secondly, the sales person was confused. I had to keep repeating myself about not wanting to do a trade in, and the sales person seemed unable pull up my internet customized car, which meant we had to on the spot (using the brochure) recreate the car that I wanted. He also kept leaving me in the room for 10 minute stints while he discussed things with the manager/tried pulling up the information I had filled out online, and kept coming back with hand written notes. When I did discover, on my own, the price difference, the salesman became condescending and I was told that I had misunderstood the purchase program. He left me in the office for another long period of time to talk to the manager, then came back with a dealer fees reduced offer (which was still several thousand more than the purchase program price) and told me I could take the offer or leave. I don’t think you should offer ultimatums to you customers. The pricing was not the straightforward pricing that I expected with the car buying service. I never met the manager on duty even though I had been at the dealership for 2 hours and eventually walked out without a sale. The only way I know to describe this is sloppy and unprofessional, and I am not sure I would purchase a meal nonetheless a new quality vehicle with this many issues with service. I ended up purchasing what I thought was my number 2 car (which ironically was a more expensive vehicle), and my experience was night and day to my experience at Hall Nissan of Virginia Beach. When I arrived the salesman was knowledgeable about about what I was looking for. The salesman was prepared (no hand written notes, no having to repeat my requirements). There was transparency on price. I wasn’t left sitting in an office alone for several minutes at a time. After I had been there for 30 minutes the manager came to investigate how things were going and left after he confirmed there was no confusion or issues. The process was simple, fast, direct, and I had excellent customer service, again using the car buying service, but with no unexpected or unexplained changes to the price. The tone, atmosphere, and level of respect was correct for a purchase of this caliber, which is not what I received at Hall Nissan of Virginia Beach. I have driven a Nissan for almost a decade, my parents drive Nissans, and my brother and his wife drive Nissans all of which have been good cars for several years. I don’t need to be sold on the quality of Nissan products. You “earned” losing my business the other day and the rating I put on dealer reviews is a proper representation of my experience at your dealership to let other potential buyers beware a similar (or even worse) experience. I hope, since I have taken the time to provide feedback, you use this review as an opportunity to modify your sales process to avoid this situation in the future.