Our family has leased & purchased all of our cars from Middletown Nissan over the past 9 years. We always worked with Bob Hahn who was an absolute pleasure to work with, but has sadly since left.
I recently went to Middletown Nissan to purchase a used car for my 16 year old Son, his first car. We decided on a 2013 VW Jetta. We test drove it, & for the price & mileage, it checked all of the boxes so we left to think it over.
We went back the next day to purchase the vehicle. Our original Sales person was off for the day, so we met with another, who was very nice & accommodating.
HOWEVER, the car's hubcaps were now missing from the car. After a bit of back and forth, they found 4 and placed them on. We drove the car home.
THE VERY NEXT DAY, my Son got into the car & the key would not turn in the ignition. The ignition was very loose & despite turning the LOCKED WHEEL back & forth, it wouldn't budge.
I called Middletown Nissan & spoke to the service mgr , Gino, who was adamant that I wasn't understanding what he was instructing me to do (even though I've been a licensed driver for 35 years, go figure) & reluctantly stated he would send a tow truck over "but if he gets it started, you have to pay for it". Ha, NO!
The tow truck driver arrived, jimmied around with the key in the ignition & started the car. He instructed us to drive it straight to the dealership and advised us that the ignition was "shot". We also noticed that the passenger side mirror had tape placed over it, giving the appearance of a "fun house mirror". HUGE SAFETY ISSUE!
Arriving at Middletown Nissan, we were greeted by Gino who again, was adamant, that the ignition was fine! We showed him the mirror, which he agreed to fix, but after being treated like an absolute idiot, I stated I wanted to terminate the transaction. There was NO WAY I was putting my 16 year old Son into this car with a faulty ignition. I was told that I could NOT return the car.
Seth, the sales mgr took myself & my Son into his office & asked us to let them make it right. He stated they would REPLACE the ignition AND the mirror (which was also missing the signal portion on the rear side).
Car was purchased on Thursday, returned on Friday for repair. I was told that we would have the car back by "Tues. at the latest".
The following Wed. I CALLED to inquire about the status of the car. I spoke to Carl who could not find my name in the system. After a long hold, he stated it was still listed as stock. I was told that they were still waiting on the ignition & mirror from VW and "Seth said it should be all set in a few days".
Thurs. morning I receive a call from Carl stating the car is all set. I asked if they received the parts to which I was told the mirror was replaced, but the ignition was "cleaned out. It was full of gunk and a piece of plastic was inside but it's ok now." I refused to accept that, & again, asked why the ignition was not replaced. I was put on hold and Seth got on the phone. He assured me that the ignition was now fine, he "started the car 50 times without an issue" and I could come get the car.
We arrived that evening at 5:30. Seth was not there. At approx. 6p, the car was pulled to the front.
My husband got in the vehicle & the key would not turn in the ignition!! We told Seth that we did not want the car, it was not repaired as promised.
Seth proceeded to get in the car and repeatedly turned on/off the car AT LEAST 10 times after we told him we were not taking the car. When Seth got out of the car, my husband stated again, that we were not taking the car and asked Seth if he could show us another car. Seth said "NO! I have been more than generous with you people." He held the key up to my husband, and when asked who was going to fix the ignition his reply was "Go to VW, IT IS YOUR PROBLEM NOW!"
I immediately went inside to Middletown Nissan & asked to speak to the GM, Michael Hamadi. He was accommodating and stated not only would he take the car back, but he would refund my deposit and I could stop by the next day for a check.
I called on Fri. to inquire about my check and was put on hold/in vm's/no return calls for days. I DID NOT GIVE UP!
I did receive my refund, 2 weeks later, after dealing with lies after lies.
Gino and Seth are not even remotely competent to deal with people. Their lack of professionalism and basic customer service skills are an embarrassment to this establishment.
You've lost several customers due to this nightmare, and I'm sure many more.
Trust is the foundation of any relationship, and this establishment lacks it!