ComplaintsforWest Texas Nissan

• Initial Complaint

  07/17/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  On May26, we looked at a Rogue SV at West Texas Nissan that I liked except for its color. They suggested finding one to trade for at another dealer. We paid $36854. which included a $3000. markup. On May 30, we went back to get the Rogue they received from an ******* dealer. We spent some time studying the safety driving features and getting our phones connected since it had been 16 years since I last bought a new vehicle. $31,000 is the suggested retail price of the Rogue I received. Adding $3000 markup, makes $34,000, leaving over a $2600 price discrepancy between what I received and what I paid. This is approximately the cost of a premium package of added features.My husband and I are in are late 70's and live 145 miles away from Odessa, factors that helped make for a dishonest sale. When we returned to question the transaction, we were met with multiple lies from the sales manager. We had not been allowed to drive the original vehicle (not enough gas, they said) but I know it had a power liftgate and rear door sunshade. I also discovered that the trade with the other dealership was with a less expensive car. ************************* lied about this, saying the vehicle we paid for was gone from their lot.Nissan advised me to contact the general manager. *****************************' phone goes directly to an answering machine each time I call. He has not responded to my message or email. At our return visit, the sales manager said ******************** had been gone for over a week, but I understand he is still with the dealership. Adding the taxes involved, I was overcharged by $2870.

  Business response

  07/17/2023

  This customer was presented with the vehicle and were explained the difference in trim levels. The cost was more expensive than what they were looking to spend.  When they were offered the vehicle they purchased they were told it would not have the equipment that the premium package would have, the price was negotiated, and they choose to proceed with the purchase. Every car on our lot has a market adjustment due to the shortage in units from the manufacture, in fact our addendum is a lot cheaper that most dealerships around. All units have this displayed on the addendum of every car for every customer to see.

  This particular couple were presented numbers in the finance department and contracts were what they agreed too and were satisfied when they left the dealership. 

  They understood that we were getting the unit they picked out personally from another dealership. At this point we feel we have not done anything deceiving or unethical to have this complaint filed.

  I will be willing to speak to either of them at any time, if they wish too. I have been the general manager of this dealership for over 13 years and it's not by doing bad business or deceiving customers that i have been employed his long.

  sincerely,

  *****************************

  ************

  Customer response

  07/18/2023

  Complaint: 20329871
  
  I am rejecting this response because:

  We agreed to spend $36854 listed on the vehicle we chose, in exchange for one of a different color, that is all.  That we negotiated a lesser price, and a vehicle with less equipment is absolutely not true. We did not "pick this unit out personally" from the other dealer.  I am not arguing the market adjustment, but I have learned that not every dealer is still charging an addendum, as you state. The vehicle I received has a price of $31,610.  Adding a $3000 markup is $34,610.  Please explain my payment of $36854.

  We did not visit your dealership expecting dishonesty and deceit so we signed the finance papers thinking we had received an identical vehicle to the one we were shown on your lot.  We discovered otherwise once we returned home, and realized we had been fooled.  Your sales manager lied to us multiple times as he has lied to you now.  He stated that the original vehicle had been traded for the one we received (not true), that it's vin was erased from his records once the vehicle was gone, (not true), that he could find it the next day, and that he would call us with it.  Not true.  Also, that he could trade our vehicle for what we thought we bought, if we paid an additional $4000.  Then he demonstrated how I could access navigation, which of course does not work on my vehicle.

  I am happy to speak with ******************** and have unsuccessfully tried to do so several times.  His reputation is also affected by those individuals working for him.
  
  Regards,
  
  *********************

  Business response

  07/25/2023

  *********************, I have attached the documentation from the deal that ***************** is referring too. This clearly shows on the addendum sheet the breakdown of the price that they agreed to on the transaction of the rogue they purchased.

  This breaks everything down for every vehicle that is sold on the lot. It may be clear to her if she sees this again and make sense to her. I sincerely apologize for any misunderstanding but this will show that the price she mentions is the price she was charged for the unit.

  I did receive an email from her that I responded to her to email me a number I could get in touch with her because I was out of the dealership. She couldnt reach me do to me not being at the store. I did not get a response with her number.

   

  In reviewing this documentation you can see that she paid the stated  price that was on the car.

  Customer response

  07/28/2023

  Complaint: 20329871
  
  I am rejecting this response because: $36,854 is the price on the window of the vehicle I purchased at the West Texas dealership.  

  The agreement was to trade this Rogue to another dealership for a different color only.  

  This is what I received: MSRP $29,450, splash guards $220, rear bumper protector $170, cargo protector $435.  Total $31,610.  There is no wheel lock charge of $149, or "nitro fill" at $100.  A markup of $3000. comes to $34,610, a difference of $2244.

  ******************** explanation adds "autoinc prime protection" for $1995.  Nissan tells us this has nothing to do with them.  It is an ******************** insurance company, and something we did not purchase.  it would not have been listed on the window sticker as part of the $36,854.  

  If you read the history of these complaint details, you will see that the story has now changed from the one given on July 17.  As of July 28, I have never been contacted by *********************
                  

   

  Regards,       

  
  *********************

• Initial Complaint

  02/14/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  In early January my father in law (80 yrs) old who lives 75 miles from me called about a concern with a leak under his truck tgat he describes as radiator Coolant! In January 26th it was arranged for the vehicle to be towed to West Texas Nissan for service. After several days with no contact from the service **** I had to initiate contact where I was told that they would look at it and get back to me. The advisor was very quick to say that if it is determined to be outside influence then the repair would not be covered. Having a long history and knowledge of dealerships and warranties that is a common statement that this will be the determination before they have even looked at it, as this makes a prejudged decision in the benefit of dealership and warranty company! I then Sent an email to the service advisor *****************. To make him aware of sone background and why this is not outside influence. I explained in email that the last time the truck was on a highway was in late November as my father in law was hospitalized with covid in early December getting out of hospital on January 2nd. During December we would visit several times where I would start the vehicle to keep the battery charged as the temps were very cold. The truck would run ***** minutes and no leaks found. In mid January he was slowly able to drive and drove two blocks to the store (store can be seen from his driveway) and home when he saw the puddle starting to develop. After awaiting a response for several days, I again had to initiate a contact to *********** by personally showing up to the location! **** was out and the other advisor did advise me that **** would contact me. Later that day **** did call where he then advised me of what I knew he would claim being caused by outside influence! He sent a poor quality video to attempt to justify his finding! I then personally returned to the location where I wanted to personally see this leak. Limit reached more to say!

  Business response

  02/27/2023

  To whom it may concern we have escalated this complaint to Nissan headquarters top level for assistance. This claim has been denied because it was not due to mechanical failure, it was discovered that the hole in the radiator was due to a rock causing damage while traveling down the road. With this being something that was not caused by mechanical failure Nissan will not cover under factory warranty we are sorry to inform.

  We have also explored the avenue of a possible goodwill in coverage, but it was also denied due to the cause on the damage.

  Respectfully,

   

  *****************************

  Customer response

  03/07/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  After more than a month its finally done, I just wont go back to this place! 

  
  Regards,
  
  ***************************************

• Initial Complaint

  02/21/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I bought a Nissan Altima from West Texas Nissan in 2014 (VIN *****************) which I subsequently refinanced. I had purchased an insurance policy ********************************* at the time of original purchase. I contacted them since the car was refinanced I was due a refund. I sent over the necessary paperwork but they said they had to issue the check to West Texas Nissan and they would then issue to me. After waiting I never received the check. I verified the check was cut to them then called directly to West Texas ************ **********; could not reach a person so left a few voicemails; asked reception the contact and wrote by email a few times to the finance person given who was supposed to handle such matters. No one ever got back to me. Ever. I never received the money I was due. $155.24 according to the insurance company. Time went on with all the craziness of me completing a residency I didn't have the time to keep making calls and writing emails for something they were supposed to automatically do. It's not so much the money as it is the principle. Crazy thing is I keep being reminded of this as they keep sending me advertisement emails but never did give me the money I was due.

  Business response

  03/29/2022

  *******************,  we will gladly review the information you provided and get you answers immediately. I sincerely apologize for the inconvenience, and I will have my finance director give you a call and let you know the status and how we can resolve this.

   

  Sincerely,

  ****** Gonzalez 

  General Manager 

  West Texas Nissan 

  ************

   

   

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