Jenkins Nissan

Jenkins Nissan responded

Thank You, it was a pleasure helping you and your son. Im glad he's happy with the car and that your happy with the experience! Please let me know if there is ever anything I can help you with in the future! I will continue to follow up with you if thats ok periodically to insure everything is going well. Regards, Mario Dorado Jenkins Nissan Sales 863-838-1442 Cell

Jenkins Nissan responded

Thank you for your review! We appreciate hearing from all customers.....it makes us better and encourages improvement to our processes as well as gives us an opportunity to share a different vantage point! Firstly, let me apologize personally for being curt with you as I should have not taken your response personally or as an attack but saw it for what it was your frustration. So for what I failed to do previously let me amend here. Yours was a unique situation; an out of state deal; complicated further by timing. We encountered one another at the exact moment the dealership found ourselves in a situation that required us to abruptly and completely alter our processes for out of state paperwork. A little background story: Out of state deals are plausible as well as difficult all at the same time. Each state and often municipality has individual forms, rules, regulations, and fees that are not standardized and easily available. We have historically managed to work our way through the occasional out of state transaction over the course of several weeks and numerous over night packages to the given DMV. Not a huge expense for 1 or 2 deals here and there but the cost alone is often $150 or more in shipping costs not including man hours. Due to our extremely low prices in comparison to the national average we have been attracting more and more out of state clients via the web. We were thrilled but unprepared for the influx of these complicated transactions. In April alone the number of transactions climbed from 2 per month to over 20 in a given 30 day period. Due to mounting costs and numerous unanswered questions regarding various state laws we as a dealership elected to suspend out-of state transactions until a resolve could be found. It is at this time you enter into the picture. We contacted a company that specializes in cross state automotive transactions and entered into a trial with the given company to see if we could find a resolve. Mike was asked to contact you to as a possible candidate for the trial. The turnaround time on out of state transactions is 10-15 business days and it was to be a learning experience for us as we attempted to navigate new waters. In the past we left tag and title work up to the consumer to complete in his/her home state upon return with the vehicle. The costs of tag and title work fell to the consumer but we found there are some issues with this process depending upon the specifics of a transaction so for volume transactions this process had to be changed. Mike sent you an original Buyer's Order as you mentioned prior to the dealerships policy change with the price of $19,830. This was the price of the car without any state fees assessed for tag or title work. You would have been charged these fees when you returned home with the car. Jose phoned you after you and Mike had agreed to reconsider the deal via the title company. He gave you numbers of the $19,830 plus the fees charged by your state as we were informed by the title company, an amount totaling $20,500. You were equally as agitated as Jose was but the two of you seemed to work through the explanation of the figures. Three of us stayed late that evening to insure we could get the paperwork printed and shipped for you the next am so no further time lapsed and were present for the phone call between you and Jose to insure that should any questions arise all parties working on the title processes would be present to answer. The next day Mike informed us that he had since spoken with you and that you are not clear on the figures you and Jose discussed the night prior. This is when I phone you. Yes, there was a fee associated with the use of the titling company and Mike would have had no knowledge of this as yours was the first transaction to ever be completed in this fashion. So it was not deception but simply an unforeseen cost. Our minimal profit margins offer you the consumer the BEST price in the nation but do not afford us the ability to eat unforeseen fees. Once I mentioned the costs to you, your response was strong and offensive. I should have not taken your response personally nor should I have reacted in an equally rash manner. If the two of us had been equally more polite to the other, I'm sure we could have worked through the variation in charges. You are right in that I would not lose a deal over a $120 but likewise it is unlikely that you choose a dealer 600 miles away because I was $120 cheaper. I personally am sorry for not taking the time to attempt to overcome your reactions and seek a resolve. We have finalized an arrangement and processes to again quickly process cross state transactions regardless of the quantity! We can now offer the best price and the best service regardless of your home state. I am so sorry you were caught in the middle of a procedural change that left us unequipped to cohesively answer your questions without error. I'm thrilled you found your vehicle and hope you are happily driving your new Nissan.