"My Nissan sales Rep Mike Cooper, by far exceeded my..."
My Nissan sales Rep Mike Cooper, by far exceeded my expectations. I gave him of a list of things I wanted in a new Nissan Frontier, He searched and found exactly what I was asking for and more. Even added things I wanted and personally watched over my truck until those add-ons were completed, until truck was delivered.
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"made a recent trip to this dealership last week and meet..."
made a recent trip to this dealership last week and meet with Bob who was my salesman. I had interest in trading my Hyuandi Elantra in for a crew cab Frontier as I have used the St Charles Automotive network before for my last purchase. Once I test drove my second truck, my wife and I agreed on this being the one we wanted. I then filled out a credit app before Bob and I talked any numbers. Bob then went back to finance, and we began an hour long back and forth negotiation with finance and arrived at the agreed on amount for the monthly payment. Bob then had me sign a document agreeing to our agreement, and took it back to finance. He then told me to hang out while they prepared the documents and pulled the truck around to get cleaned up. Bob even brought me back my key to the Elantra to start getting my stuff out to put in the truck. About 15 minutes later, Bob came back to have me sign the credit report form stating my credit score when I noticed that it had someone elses name and credit score and information on there. I looked at it and said Bob this is not me. He said oh opps and got up and went back to finance and got my form. He then said to me well this deal is not gonna work then. He said that they would have to rework the deal because the financing through Nissan would not work. Bob then went back to finance and about 20 minutes later said that he would have to keep working on it and give me a call later. I asked Bob how does something like this happen that you offer me a truck and we negotiated a payment and terms, I signed what we agreed upon and you even gave me the keys to my car and tell me to start unloading it just to say opps it will not work after wasting hours of my time. I choose to spend my day off looking for a new truck at your dealership because of past experiences but I want you to think about this situation and tell me how this would make you feel as a customer ? How do you not pull my credit and negotiate a payment based on reality with numbers and then bring me a credit score sheet with someone elses information to sign on it then freak out when I say thats not me and then say oh we will have to rework this deal then when I was literally waiting to get called back to finance to sign paperwork and removing items from my car. This was beyond a disapointing experience. I loved the Frontier and it is sad that this situation happened as he stated that he can offer me more for my car trade in and extra off in a few months If I wanted to try again but why would I want to try again after that experience ? Quality wise I would still love that truck from you guys but after this I do not think that there will be a next time for me in the future since this occurred this way. Goodbye from a previous loyal customer.
"They made it right"
Did a fair amount of pre-shopping research to find which dealers had the model/trim pkg we were looking for, narrowing down to 3. St Charles Nissan website appeared to have the lowest and most transparent internet pricing. Went in to strike the internet deal, which per TrueCar and a couple other sites was very reasonable. Upon talking final pricing was initially presented with ~$900 in processing/destination charges - Uh, not so fast! After 2 trips back to the "sales mgr", was eventually extended the internet pricing as stated on the website, and agreed to finalize paperwork the next business day.
In the meantime, one of the other dealers to whom I reached out got back with me with a lower offer by $400 on exact same model/trim pkg. I phoned my sales person at St Charles Nissan to share and was initially told they could/would not match. Shortly before we were getting ready to leave for the 2nd dealer (~20mins), another sales rep (forgive me but I failed to recall his name) called back to recant and match the lower offer, which we ultimately accepted and moved forward with. Upon arriving to finalize paperwork, we learned that our original sales person was no longer with them - to be fair, his name will be omitted from this review. Clayton Williams familiarized himself with our previous exchanges in short order, and Dan Gibbons helped finish up our deal. Both were most accommodating.