Passport Nissan

We purchased a 2005 Nissan Murano from Passport Nissan last Friday. When we first went to see the car the salesperson, Michael Gilbert, could not show it because the battery was dead. We then came back last Friday. When we first went to see the car the salesperson, Michael Gilbert, could not show it because the battery was dead. We then came back the next day and had a satisfactory test drive. We entered negotiations asking for a sizable dent in the passenger side door to be fixed as well as replacing the seat covers as they were torn. The dealer agreed with the repairs and agreed to do that as to move the car off the lot. We returned later in the day to sign contracts only to be told that the 6 month, 6,000 mile warranty had been pulled off the table to be replaced by a 30 day/1,00 mile warranty to cover the dealers losses. I was dissatisfied with that but not enough to walk away from the deal since it had been "certified" inspected. I did ask for the manager's business card because I felt the deal had been misrepresented and I had the guarantee in writing and had indicated I would contact the Better Business Bureau the following day. After signing the contract and waiting for the car to go through its final delivery preparation the salesperson, Michael, came back with the original warranty. I believe Michael to be a fair, empathetic man, and I enjoyed dealing with him. The following day my wife and went out to look at the car and noticed oil leaking from the car. I looked underneath and saw what appeared to be residual oil. We then went shopping and upon our return home and noticed a burning oil smell coming from the car. I again looked underneath and saw more residual oil and pooling under the car. We contacted the dealer and they agreed to look at the car for the cause. I printed pictures of the leak and took them to the dealer, reporting to the Service manager. He said they would immediately take the car back for review. I entered the dealer and spoke with Michael, showing him the pictures. He said they would take care of it. I asked to speak with the GM because I was pretty upset with how the warranty had been switched and with the fact the we had oil leaking all over our drive. I spoke with GM Dave Gruner. I indicated I was very dissatisfied with how the the warranty had been switched and with the oil leak. I showed him the pictures. He said it would be covered under warranty. My sole goal in speaking with him was to find out if the practice of switching warranties and the oil leak were acceptable practices from his dealership. What I received was a 15 minute berating from Mr. Gruner. I cannot accurately capture his tone of voice but he did say, "You have a warranty, we're fixing it, what else do you want?" I know in writing the conversation in not accurately captured, but Mr. Gruner displayed no customer service skills such as empathy or sincerity. His customer service skills equated to dollars and cents, essentially, "You got a good deal, what the hell else do you want?" At one point, Mr Gruner attempted to throw me out of his office but then stopped with the door open. He offered me a full refund on the car if I was so dissatisfied saying, "I'll give you your money back right now and sell this vehicle to someone else for more money!". I thanked him for his time and left his office. Before we arrived home, the service manager called and said the car was missing the dip stick thus creating the leaking oil. He said they would get a new one in there and change the oil. He indicated the oil had been changed by the service department prior to our taking ownership of the car. He was a good person to deal with. Anyone with customer service experience should know if you have an upset customer you should diffuse the situation calmly and listen to what is being said. Mr. Gruner repeatedly cut me off, spoke over me, and yes, asked me to leave his office. He truly did not understand all I wanted was, "Sir, we are sorry about the leak and we'll get right on it." and, "I'm sorry about the warranty. It is not standard practice to switch at signing". I would have thanked him for his time and left his office. Instead I received raised voice berating about how good a deal I got, how everything was covered under warranty, how they receive national recognition for customer service, and that they offer a much better warranty than anyone else." All the facts are true but when dealing with customers, telling them they got a great deal, be happy with it and get out is NO way to guarantee repeat business. On the whole, we are satisfied with our deal, we were very satisfied with Michael Gilbert's customer service, satisfied with the service manager but exceptionally dissatisfied with how Mr. Gruner treated me. He took a potential repeat customer and made certain we would enter their doors again. More

We where looking to purchase new maxima and had live chat with Mike and spoke over phone with fersen. We agreed on price and before starting to their dealership I told to Mike that i'm 50 miles away and it b with Mike and spoke over phone with fersen. We agreed on price and before starting to their dealership I told to Mike that i'm 50 miles away and it being a working day i still can come immediately to dealership to make a deal and needed him to confirm about the vehicle. He confirmed the vehicle being in parking lot and also the mileage of the new vehicle. I was in dealership in next 1 hour and we where left unattended for nearly 1 hour and was told that vehicle is sold. They just played games with me to get me to dealership. Once we are at dealership they are trying to show other models of vehicles which we are not even interested and where asking me to take test drive. They played a very bad game with me to get me to get to dealership and fersen very rude in his talk when we asked why we are made to travel 50 miles on a working day for a vehicle that was sold. This is a very bad dealer place to purchase a vehicle. They are like this before they could sell a vehicle and i can't even imagine of purchasing any more vehicles from them. More

out of desperation went to this dealer and found a newer car than my prior. They were all friendly (like all sales p[ple) until the sale was made. The finance department is a joke, very unprofessional and car than my prior. They were all friendly (like all sales p[ple) until the sale was made. The finance department is a joke, very unprofessional and Honestly they reminded my WHY this will be my last experience with a car dealer if i can ever help it. I have had nothing but headaches with their service from the day i bought the car and nobody wants to help once they hand you the keys. suddenly nobody has answers when u have questions after the sale. Not impressed at all. once i signed my paperwork i vowed i will not be entering this facility again and i will do whatever transactions i need to either online or if its service oriented the way i feel right now i will rather fork out my own money elsewhere. All im hoping is that the car will help boost my credit and i can move on from this ridiculous dealer. A new car with no manual?? seriously?? and When i called to ask i was told cos it was used they came with no manual. utter nonsense. My vehicle is just over a year old and no manual?? im not a first time auto owner and have owned many much older vehicles that came with manuals from buy here pay-here lots. my goal is to find a way to pay this da,n vehicle off and leave this stupud dealer alone and never look back. I love my car but the sellers are a joke esp for a dealership. More

On 8/22/2012I visited the parts department and ordered On 8/22/2012I visited the parts department and ordered two parts which included 1 Pulley-Crankshaft part # 11925 for $323.54 with taxes for my 2003 On 8/22/2012I visited the parts department and ordered two parts which included 1 Pulley-Crankshaft part # 11925 for $323.54 with taxes for my 2003 Nissan Murano, SL truck. On 8/28/2012, I returned to the Service Department to get a refund on the unopened Pulley-Crankshaft part because I did not need it after all. Mr. Matthew Wingard was my service representative and spoke to me in a disrespecting, condescending, discourteous, and rude manner which I did not appreciate! Wingard informed me that the part was not returnable because it was specially ordered. I asked him, "What was I suppose to do with a part that I did not need?" Of course he did not answer me and then went on to question me stating, "Who told you that you needed this part?" in a very condescending tone. He stated to me that the part was not returnable because it was specially ordered. The Order Control No. 2130 paper Part Classification: did not have NON-RETURNABLE marked in the adjacent box. I informed him that I was unaware of that fact and he stated "It is written on the paper." His statement was not true. I really became very irritated by his comments and we ended up exchanging words back and forth. Long story short, Mr. Wingard reluctantly and angrily refunded my $323.54. I've visited the Parts Department a number of times over the past few years and every time I experienced unacceptable service and noticed that the men customers were treated with more respect and better customer service than me (female, gender). If I did not need the part, I certainly would not have ordered it! The Parts Department men employees need to be re-trained or re-freshed on how to provide better customer service to customers, especially female customers! Giving the benefit of the doubt has expired with me toward Passport Nissan’s Service Department service and enough is enough! I will never ever set a foot in that Parts Department again because the unnecessary abuse, making me wait 3-5 minutes before acknowledgement during visits is unacceptable. More

I spoke with Matthew and told him multiple times that I have to drive over 40miles to purchase a very specific used vehicle. I asked him to confirm whether they still had the car available, which they supp have to drive over 40miles to purchase a very specific used vehicle. I asked him to confirm whether they still had the car available, which they supposedly did. We drove over an hour and a half to the dealership during which Matthew called once to ask me whether we are on our way and I confirmed we are on the road and to keep the vehicle ready. Once we finally reached the dealership Matthew said that the car had just been sold. I was livid and asked him why he didn't mention on the phone that there was another deal going on for the vehicle and that he should have called me to tell me not to bother coming. Matthew's response was that his sales manager wanted us to still come and view the many other vehicles they have in their inventory. It doesn't help when we were coming for one very specific car! More

i got 2 cars from this dealer in December a Alltima and a infenity ,i took my Infinity in for service they told me that my tires were bad, i just got this car 6 months ago, and i have a nail in my back tire infenity ,i took my Infinity in for service they told me that my tires were bad, i just got this car 6 months ago, and i have a nail in my back tire they fixed it but they scracht up my reams and told me that that it was all ready there. i got Tri who sold the car to look at it and said the same thing that i said that they did this when changing the tires.i had some other thing wrong with the car when i got and told Tri abiut and they said that they would fix them im still wateing.i am in the market for a CAR FOR MY SON BUT THIS IS THE LAST PLACE I WOULD BUY A CAR FROM. Just need some body to care about there custermers. forgive the spelling but my money is green. Robert Andrews 301-248-8691 unhappy More

We took our 2004 Quest in for service - the lights in the dash did not work properly. We left the van 3 times from 9/22 and 10/5. The last time and almost 1500.00 dollars later they tell us they figured out dash did not work properly. We left the van 3 times from 9/22 and 10/5. The last time and almost 1500.00 dollars later they tell us they figured out it's an electrical problem costing another 1200.00. Now when I brought it back the second time Mr. Krauth told me that they would fix the problem "without charge" because they thought it was fixed. When I went to pick it up the second time another man in the service department (Richard?) was condescending when we went to the car saying "well this says the lights were out and the lights work now". i told him the screen was black - not working. "that's the display." i don't care what it is, we told you it didn't work and it still doesn't work! and the other "lights" STILL don't stay on. We had the console replaced thinking that was the problem - they didn't tell us it was just a decorative piece of plastic that costs almost 300.00! Also, when you walk into the parts department, they don't even acknowledge your presence - they want my money but can't even say "hello"? It took 3 VISITS for them to figure out we had an electrical problem. If they knew what they were doing they should have been able to tell me that the FIRST time! On my job, people expect me to KNOW my business - that is my expectation as well. I don't think that is too much to ask! More

Are you kidding me? Recommend a bunch of idiots to work on your vehicle? Sad part is I only brought in my nissan because I was sent a recall letter. Instead of fixing, they broke stuff. They had to replace on your vehicle? Sad part is I only brought in my nissan because I was sent a recall letter. Instead of fixing, they broke stuff. They had to replace the gs sensor. The idiots didn't put my gas tank right, so driving down the rd I loose all power becasue gas is pouring out it. TOTAL IDIOTS. Plus Richard who works in the customer service has non when it comes to customer. He hung up on me when I asked why it's taking them 2 days to fix it. Yes, I was angry and his exact words were " listen you don't know who you're dealing with" Ok, that's a great way to keep any customers. Tried to complain to the manager but that didn't go any where since they were buddies. You wanna take a chance and deal with a bunch of morans who 1, can't fix a problem caused by them with all their recalls, 2, no customer service what so ever. This is why I bought my nissan at CARMAX!!! More

I have purchased over 50 vehicles in my lifetime, several from the Passport Organization. Every time I go in the staff is friendly, courteous and great to deal with. The last vehicle I purchased was one whic from the Passport Organization. Every time I go in the staff is friendly, courteous and great to deal with. The last vehicle I purchased was one which was not in stock. My saleman, Carl Parker, got it for me, negotiated a great deal and continually follows up to see how things are going. No sellem and forgetem at Passport! If you have not shopped at Passport, you are truely missing out on a great experience! More

I have specifically told them the price I could pay on a Versa and they agreed on the phone. I asked at least 3 times. The person I talked to even checked and called me with confirmation. When I went to the Versa and they agreed on the phone. I asked at least 3 times. The person I talked to even checked and called me with confirmation. When I went to the dealer they said the manager gace me a price $1500 more. I drove 45 minutes one way for a lie. Unbelievable. This is why the dealers have a bad reputation. More