Mike Willis

This is an excerpt of the email sent to Planet Nissan’s General Manager: Thank you for following up on this purchase which was a challenge and almost did not happen. I hope you have some takeaways after r General Manager: Thank you for following up on this purchase which was a challenge and almost did not happen. I hope you have some takeaways after reading this email so your practices do not alienate customers as it did me. I think your people need training in customer service responsibilities. Politeness only goes so far. The biggest issue was what I will call 'undisclosed add-on charges' to the advertised price for the lack of better terminology. I was told "all the dealers do this" which makes me think used car buying, in general, is not a pleasant experience anywhere in Nevada. I will say that I just looked at my purchase docs from the old Henderson Nissan for the 2008 Rogue I bought in January 2018 and there were no Safety & Reconditioning charges. And they put on new tires and did brakes at the time. So maybe selling practices for a used car since 2018 have changed. I saw the 2016 Rogue SV advertised for $11,987 with 48,000 miles and I reached out to your sales person which we discussed; and, I also mentioned that I would like to trade-in my 2008 Nissan Rogue with 71,000 miles. NEVER TOLD that there were add-ons to the price beyond the typical doc fees and taxes. I would not have been interested in purchasing. I made the appointed with your salesperson and drove 45 minutes to reach your business only to find out that the $11,987 was really around $14,986 to include a DMV $299 charge and Safety & Reconditioning charges of $2,700 for brakes, new tires and control arm replacement. And, I refused to pay for the S & R and when that happened your team took off the trade-in allowance. That was after the Sales Manager tried to split the $2,700...50/50. When I spoke to Sales Manager he even asked me if I told your Salesperson about the trade-in before or after I arrived that day which did not sit well with me. As I told your Salesperson and his Manager, I would not have taken the 45 minute drive to waste everyone's time AND MY TIME for a 10 year old car @ $15,000. As I told both of them, I did not need to buy a car immediately. Vehicle was advertised at $11,987 on CarFax indicating it was a 'great deal' which quickly turned into a crappy deal. And, the $11,987 was what I was willing to pay. Then there was the 'negotiations'....with the Salesperson going back and forth to his Manager several times even after I asked for my car keys so I could leave. Then I went and spoke to the Sales Manager directly. As a customer. I really did not appreciate the conversations. I wanted to leave. Then there was my asking if there was Nissan extended warranty (bumper to bumper) I could purchase. The F & I person said there was a warranty and never gave me the details! Even after I asked that day and the next. And it was for $2875. Next day, I researched the internet and confirmed with Nissan, directly, that there is no Nissan+ extended warranty for cars over 9 yo. NOW I WAS CONCERNED which started another series of emails and it was pulling teeth to find out it was an Endurance product I was buying that was accepted at Nissan dealerships. I even called Findlay Nissan here in Henderson to confirm that the Endurance product was accepted. Even then I still did not know the name of the specific product I was buying; and, AGAIN, had to pull teeth to find out it was APEX PRO which I could research. As a customer.....that was time spent over and above when information could have eliminated most of this concern. There are more emails on related vehicle concerns. I had asked for a copy of the 157 point inspection SEVERAL times so I could have it for my files. Never received. I am still not convinced that the vibration I feel sitting at a stop light in drive that goes away when I shift into neutral is not a motor mount issue. During the test drive the Salesperson told me the control replacement would fix the problem. It did not! I WILL TELL YOU THIS WAS A PAINFUL EXPERIENCE!! More

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The staff was great and helpful with the purchase of my new vehicle. Mike made a stressful situation into a very pleasant one. new vehicle. Mike made a stressful situation into a very pleasant one. More

by gramirez023 Verified Customer Verified Customer

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Always helpful and they make sure you are taken care of. They keep you informed and help make sure you make the best decision for your vehicle. No pressure either. They keep you informed and help make sure you make the best decision for your vehicle. No pressure either. More

by WJJEORG Verified Customer Verified Customer

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I was happy with the Pathfinder Platinum I purchased. The service was Great, however, I do have concerns with the website pricing. The online price appears to include discounts or incentives that are not The service was Great, however, I do have concerns with the website pricing. The online price appears to include discounts or incentives that are not clearly explained or that apply only under certain conditions. My wife have I are loyal customer having purchased many vehicles there in the past and hope to return and recommend this dearelship in the future. More

by geofel Verified Customer Verified Customer

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This is a top-notch dealership. They made it easy to buy a car. They are a model of what a dealership should be like. They made it easy to buy a car. They are a model of what a dealership should be like. More

by ARAUTUS Verified Customer Verified Customer

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The minute I arrived I was greated immediately. i had already messaged our sales guy on what we were looking for. The car was for my husband so he did ask my husband on his preference. He then was a i had already messaged our sales guy on what we were looking for. The car was for my husband so he did ask my husband on his preference. He then was able to show us a truck that we both fell in love with.when it came time to see what the rate was I had a couple options my credits not that great do the interest rates were high and the payments were high.we almost said no but they were able to work with us and find something with a better interest rate and and doable payments. Definitely would go again for my next car.i would definitely recommend you go.mike was great! More

by elisa.rodriguez91 Verified Customer Verified Customer

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Excellent customer service. ...Michael Willis thank you so much for your professionalism and expertise. Much success to you in the future. ...Michael Willis thank you so much for your professionalism and expertise. Much success to you in the future. More

by VELMABURT001 Verified Customer Verified Customer

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Hergie welcomed us with open arms and has been an incredible support throughout the entire buying process—and even after. He’s also backed our business ventures, which are now thriving thanks in part incredible support throughout the entire buying process—and even after. He’s also backed our business ventures, which are now thriving thanks in part to our new Rogue! We absolutely love it and will gladly recommend Planet Nissan and Hergie O’Brien to anyone in the market for a vehicle. More

by William Mcclure Verified Customer Verified Customer

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Pablo and Mike Willis were great and very helpful. The process was very smooth and I was out in 2 hours The process was very smooth and I was out in 2 hours More

by Mryan626 Verified Customer Verified Customer

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Bev was awesome I was so happy with her service and the Rouge we bought. Friendly, easy, pleasurable experience! Rouge we bought. Friendly, easy, pleasurable experience! More

by AnnaR504 Verified Customer Verified Customer

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