The sales rep provided inaccurate information regarding the vehicle. Also, have in writing that certain function would be performed, and it was not
I purchased a Nissan Juke from Tameron Honda on 12/31/14. I was looking to trade my 2011 Ford Mustang in for a four door fuel efficient vehicle. I was informed by ***** ***** that the car would get 38 Hwy miles and 32 City Miles. When I looked at the car, the window sticker was not on nor had the car been detailed. I spoke with my husband and we decided to purchase the car because we thought the car would be better for us... lower gas mileage and cheaper monthly payments. I chatted in last week to inform Tameron that I had been misinformed by Keith. The Juke does not get 38 HWY and 32 CTY but in fact gets 32 HWY and 27 CTY. I am actually getting 25 HWY gas mileage.
I did make the deal because I was under the impression that the Nissan JUKE would get better gas mileage than my Mustang. However, when I found that this was not true, I contacted Keith to see if I could return the JUKE and get my Mustang back. This was less than two weeks of owning the vehicle. I was told my Mustang had sold already. Also, when I initially signed the final paper work, I asked Keith if I needed to provide him with a check stub. He told me I did not. Therefore, at the time of the visit I did not provide a check stub to him. About three weeks later, he contacted me stating that I need to email him a check stub for the bank. I did so. Over a week later, I contacted him back to ensure he had received my email since I had not received a follow up response. He stated that he did not receive the email. I forwarded the email to him which included the time and date stamp of the original email. After that, I was still charged the monthly payment for my 2011 Ford Mustang that I had traded because the payoff check had not been sent. When I contacted Keith, he told me it was my fault because I did not send him the check stub within a timely manner. I in fact sent him the check stub when he requested it. When the check was sent to Pen Air, it was $200+ short for the pay off and that was after the $354 payment that I paid for that month that I did not have the car. While working with Keith, he was very unprofessional, using profanity and on multiple occasions when I asked questions about the Juke, he told me he did not know but he thinks... and would provide a random answer. For example, I asked if it had been detailed or recalls had been performed, and he would respond that he thought it had. He had to later correct that statement and guaranteed that it would be detailed and the recall would be performed.
Also, I was promised several things during my visit, one being that the windshield would be replaced. I made the manager put that in writing and sign. When I brought my car to Tameron the windshield was repaired and not replaced. The crack in the windshield is still there.
Also, I was promised in writing that the part on the recall be replaced if needed. I made the manager put that in writing and sign. I picked my car up from being detailed and was ensured by Keith Purdy that the recall had been taken care of. When I checked the Carfax, it was still showing the recall was open and the part had not been replaced.
I contacted Tameron Honda's manager Barry Terranova to inform him of the unprofessional service and the false information received while at Tameron. I provided him with all documentation I received during my visit which included the recall and windshield guarantee. He informed me that I am the only one that has ever received negative service and they will not do anything to rectify this. He stated that they did not guarantee to fix anything, which is not true since I have this information in writing from the sales manager. He also told me that they will not perform the recall but I have to take the vehicle to a Nissan Dealership. If I would have known this up front, I would have never purchased a vehicle from them. I feel as though they lied to make an end of the year sale and then blame me for their unprofessional and dishonest services.
I would like to do an even trade on the vehicle. The service provided was unethical and unprofessional. Blaming me when I have all documentation and facts from my visit is inexcusable.
They should rectify this!
Ms. ************* has requested clarification on a number of issues prior to her BBB complaint. Below is our response.
I am in receipt of your e-mail dated May 12, 2015, wherein you set forth many and varied items concerning your purchase of the 2013 Nissan Juke. As I stated during our conversation, I regret that your dealings with our dealership may have been less than ideal. Obviously, we strive to meet our customers' needs and make their experiences positive ones. Unfortunately, it appears you did not have a good experience. For this, I apologize.
The balance of this note will attempt to address your items of concern on a point-by-point basis:
RECALL: At the time of your purchase, there was no open recall on the Juke you purchased. Although Car Fax does, in fact, state that there is, "At least 1 manufacturer recall requires service," this recall did not include your specific car. In fact, as is our policy, we review each used car that we sell on safecar.gov to specifically determine if the car in question and the VIN associated with that car is subject to a manufacturer's recall. We did that for your car and discovered that there were no open recalls as of the date of our search (i.e. 12/24/2014). I have attached a copy of our search to this e-mail for your review.
TIMING CHAIN: The information contained in *** *** with respect to the lack of timing chain inspection is correct. It was not necessary or reasonable to inspect a timing chain on a 2013 car, with only 32,485 miles on it. Therefore, we did not perform any such inspection.
SPELLING OF JUKE AS "YUKE": Quite simply this was a clerical error; nothing more or nothing less. On the Title Application, to the State of Alabama, it was spelled correctly as Juke. I have attached a copy of the Title Application to this e-mail for your review.
PAYMENT OF $306 vs. $318: The additional $12 per month is the costs associated with the optional GAP protection which you chose to protect you and the loan associated with this car deal. I have attached a copy of your GAP policy to this e-mail for your review.
WINDOW STICKER and LACK OF DETAILING: I would assume that the car had not been detailed because it was a "recent" trade or acquisition. It is neither unusual nor unreasonable for us to show a recent addition to our inventory to a customer "before it has been through our shop." If the condition of the car was unsatisfactory, you could have scheduled a time to come back and examine the car after it had been through our detail department.
DISSATISFACTION WITH GAS MILEAGE: I can understand that you may have a differing opinion of what transpired between you and Keith during the sales process. In all of our transactions, many numbers are discussed from the price of the car to MPG to interest rates to monthly payments and many other items in between; it is easy for numbers to be confused or misinterpreted. There are a seemingly inexhaustible number of websites you could visit on your smart phone to determine a car's suggested gas mileage. I would assume that you did not do that while in our dealership or you surely would have mentioned it to our sales representative.
MUSTANG PAYOFF BEING SHORT: Our paperwork clearly states that in the event that there is a Payoff for a trade involved in the transaction, and there is any difference in the amount provided to us and what is actually owed to the financing institution, the Purchaser shall be responsible for that difference. This is exactly what happened in your situation. "In the event the actual lien payoff amount is more than the sum stated above, Purchaser agrees to reimburse Seller for such difference, including all collection charges, interest and a reasonable attorney's fee. If the actual payoff is less than the sum stated above, Purchaser understands that the Seller will reimburse Purchaser for any overage." I have attached a copy of your Retail Buyers Order to this e-mail for your review.
ISSUES WITH YOUR WINDSHIELD: I have reviewed the We Owe document in your file and do not see any mention of us replacing your windshield. This was not a condition precedent for you buying the car, or a promise made at the time of your purchase or it would have been included in this standard document we have in each and every deal. This form is designed specifically for the purpose of giving customers the things that have been promised or that "we owe" to them. The We Owe that you reviewed and signed does not mention the windshield. I have attached a copy of your We Owe to this e-mail for your review.
ISSUES WITH YOUR STARTER: Based upon what you told me, this does seem irregular. Given the miles on your car, this should be a factory warranty claim that you could have repaired at the Nissan dealership.
I trust that this e-mail has addressed your issues and answers any questions you have had concerning the purchase of your Juke. In conclusion, I do regret that you are unhappy with your car and we will gladly do all within our power to help you trade that car in and purchase one that better fits your needs and preferences.