Metro Nissan of Montclair

Metro Nissan of Montclair responded

Hello, my name is GianCarlo and I am the eCommerce Director. I wanted to sincerely apologize on behalf of our organization for your experience. Metro Nissan of Montclair has been serving the community for over 30 years and we have done so reliantly on repeat and referral business. The experience you received is absolutely unacceptable and we want to get to the bottom of it. I see that you referenced you worked with a specific sales person (Edwin), but as you stated the manager in question did not introduce himself to you. When did this incident happen (date / time of day)? I would like to get as much details from you as possible so we can address the matter swiftly. This is a matter of very urgent importance to us and on behalf of Metro Nissan I want to apologize again for your experience. If you are still in the market for a vehicle I would like to take care of this personally, I have spoke to our General Manager about this and we would love to help any way we can. GianCarlo

jm91763 responded

This was at night yesterday. After 8:00 PM. He was the only Caucasian person who I ran into so I don't believe it will be difficult to determine who he is. He was about 5'9 or 5'10 with blue eyes and wavy hair. He was very rude to me and I have never been treated like this in my entire life. I own a Nissan now and am very put off by the customer service at this place. So much so that I am thinking twice about purchasing a Nissan again because your dealership is so close to my house and I don't want to get it serviced if something comes up. The ironic thing is I did like Edwin's first offer but it was never written down and I would have purchased a car from your dealership if the original agreement was honored. After your dealership's offer was changed 4 times and Edwin retracted his original offer of matching a portion of my down payment my mind was made up and I was taking my business elsewhere. Your sales manager (name unknown) was completely unprofessional and completely out of line with me. I have a good credit score, a good and steady income, and I believe I am your ideal customer because I was willing to put up 25% cash down payment even though it was not my original goal. I am/was a loyal Nissan owner without a single problem with my Sentra. If you could get me this sales manager's name I would be very appreciative.

Metro Nissan of Montclair responded

I spoke with the General Manager and one of the Sales Managers, the person you may have been speaking with was an event manager we hired to assist with our labor day weekend sale. I am very sorry for your experience and my General Manager is contacting the company now to address the issue. I truly hope this experience does not turn you away from the Nissan brand. What was the offer you discussed with Edwin? I truly want to work to earn your business and I can assure you it will be a very easy and pleasant one. If service is a concern, I will also introduce you to our Service Director personally and make sure that every service you receive is nothing less than stellar.

jm91763 responded

What is an event manager and why is he given authority to speak to customers in this manner? Do you realize he treated me like crap in front of your entire dealership - customers and staff? He stated he can treat me however he wants when my friend told him not to speak to me in the manner he was speaking to me. He threw me out of your dealership because he did not get his last word in about shredding my personal information. Then he never followed through. For all I know he took my personal information home with him and is opening a credit card application in my name right now. Do you know his name? I believe he should apologize to me and others should not be covering for his horrible unprofessional behavior. If I treated a customer like he treated me I would be fired on the spot from my job - nobody would care what my explanation was, no matter how much I thought I was in the right for bad behavior.

Metro Nissan of Montclair responded

All credit applications must be kept on dealership premise until they are destroyed. By law we have you also sign a privacy policy that that protects you from your information being released. Each person that is employed or represents the dealership also has to go through a screening process on handling personal and confidential information. We take customer privacy very seriously and would never allow your information to leave our premises. You are absolutely right, there is no excuse for mistreating a customer. I truly want to help and make the situation right, this person does not reflect the type of business we run and I want to assure you that our entire Management staff is committed to giving you exceptional customer service and the best possible deal on a vehicle. Please let me know how I can help.

Metro Nissan of Montclair responded

I spoke with our General Manager in great length about the incident that occured and he would like to setup a meeting with you in person if possible to truly express our apologies and to make this right. Our customers are our business and we want to fix it. Please let me know if you are available and I will make the arrangements personally.

jm91763 responded

Who was this person? It is apparent he has a name. I was never even properly introduced to him in the first place.

Metro Nissan of Montclair responded

Jim Gillenwater is the name of the event manager who represents the company our dealership used. I can have the General Manager speak to you in greater detail about the occurance and the company if you would like. Is there a good time and day you would like to discuss further?