
Cory of studio city, CA on Jan. 28, 2012
Satisfaction Rating1/5
Nissan is the most unethical, disorganized and poorly run company I have ever worked with. To all that are considering purchasing any Nissan vehicle: do not make the same mistake I did.
In April of 2010 I traded in my truck and financed a 2007 Nissan Altima at the Woodland Hills Nissan. The process itself was long and tedious, with all of the different slimy salesmen chipping away at our patience over many hours. Eventually, I was given a 3% interest rate, handed over my keys, signed all the papers and left. About a week later, I was contacted by Nadia in the financial department of Woodland Hills Nissan. I was told that my credit was not actually good enough for the interest rate that I was given. Instead, they would be bumping it up to an 18% interest rate. After some research I found that unfortunately for the consumer, this is not an uncommon practice for unethical dealerships. I told Nadia that I was out of town for the weekend but they had broken our contract so I would be in that following Monday to turn in the car and get my keys to my truck.
I walked in that Monday and told Nadia that this was unethical and should be illegal. I wanted my truck back. She got the sales manager who was insistent on making a deal with us and fixing the situation. I made it clear that there was absolutely no way that I would ever consider paying 18% interest rate for any vehicle. After being paraded around their lot, shown brand new models and offered a lower price for those than the 3-year old model I had previously purchased, I realized my truck was nowhere to be found. They had already shipped it off. It became very obvious that this was common practice for Woodland Hills Nissan and there must be a decent number of people out there that would accept the scam of increasing their interest rate by 15%. Unfortunately for them, I was not one of those people. Eventually I financed a 2010 Nissan Altima at a good price with an interest rate of 3.9%. Apparently my credit was not actually that bad after all.
There was no stereo in the car but I was given a voucher to install it. I made an appointment to get it installed on a Saturday a few weeks later. When I showed up at the Woodland Hills Nissan, the service department did not have any information about my appointment and told me that the stereo had to be specially ordered prior to the appointment. I was annoyed, but I made another appointment a week later. After leaving my car for 8 hours, it was finally installed.
In January of 2012 (1 year and 9 months after purchasing and 28,000 miles later), my stereo stopped working and several dashboard lights lit up. I made an appointment to fix these issues at Universal City Nissan with the hope that they would be run more efficiently than Woodland Hills. That was not the case.
I showed up for my appointment at Universal City Nissan at 9 am on Monday, January 16, 2012. I spoke with the assistant service manager, Frank **, who told me that his records showed that I was there for an oil change. I told him that I had made the appointment because my stereo was not working and several dashboard lights were illuminated and also decided that I could use an oil change while I was there. Frank told me that it would be finished in 3-4 hours. After not hearing from him, I called 5 hours later and he told me they were still looking at it and he would let me know what they find. After 3 additional hours and not hearing anything, I called again and left a message for Frank. He called back half an hour later and told me that I needed 4 tires at $118 each, front brake pads at $270, my battery was leaking and my warranty would only cover 50% of that cost; I was quoted $50 for the battery and $20 for an oil change. I asked Frank to complete the oil change, but that I was going to compare prices for the other items with my mechanic. At this point it had been almost 10 hours since I had dropped off my car and I was on the other side of the valley with prior obligations. I told him that I could not make it over to them before they closed at 7:30pm. He said it was not a problem and he would leave my keys with the security guard so that I could pick up my car later that evening.
I showed up at 9:00 pm and the security guard had not been given my keys nor any information about me or my vehicle so he would not let me take my car off of the lot. My wife and I walked over to the sales department to ask for assistance in getting my vehicle back. They explained that even though they all work for Universal City Nissan, the service department and the sales department were completely disconnected and they had absolutely no way of allowing me to take my vehicle home. While I called Frank's cell phone, the slimy sales manager tried to convince my wife that we should re-finance through him. Frank did not answer, so I left a message. My wife then attempted to call him, during which time the same slimy salesman tried to make his pitch to me. Needless to say we had zero interest in re-financing; all we wanted to do was pick up my car so I could go to work the next day.
We had to show up the next day at 7:00 am when the service department opened to pick up my car. Because they knew we were upset, they covered the cost of the $20 oil change; however, that didn't quite make up for the 22 hours that they kept my vehicle to complete something that could be finished in 20 minutes. Though it shouldn't have come at any surprise at this point, they still hadn't fixed my stereo.
During the week I made an appointment with my mechanic who charged me $170 for the front break pads and told me that I only need two tires and not four. He charged me $60 per tire. I paid $290 at an honest mechanic for the exact same thing instead of $712 at Universal City Nissan. I should also note that it took my mechanic 3 hours to put new brake pads and tires on and it took Universal City Nissan 10.5 hours to change my oil and 22 hours to release my car back to me.
Still needing my stereo fixed, I made another appointment at Universal City Nissan for Saturday, January 21, 2012. I received a confirmation email for my appointment the day prior which stated that I would be meeting with Frank again. When I showed up at 9:00 am assistant service manager, David **, told me that Frank and his team were not in for the weekend. He told me that they would need to keep my car as late as Monday in order to get to the stereo because they were so busy. David was very polite and up-front about their timeline. I asked him why I was able to make an appointment at 9:00 am on a Saturday when they were not able to resolve the issue for three days. Needless to say, he did not have a great response; he told me that the "girls who make the appointments don't know the process."
I cannot speak for all Nissan dealerships but Woodland Hills Nissan and Universal City Nissan are the most disorganized, inefficient and unethical companies I have ever worked with. Their complete inability to resolve any situation with moral guidance or regard for the customer (from the actual sale of the vehicle to any sort of service need) is truly appalling. With the overwhelming incompetence that has been demonstrated at various dealerships, I do not understand how they are still in business.
I will be trading in my Nissan Altima as quickly as possible and I will never again purchase any vehicle from Nissan. I am a moral, ethical and kind person who does not like to complain about customer service unless it is completely necessary. It is because of this that I would like to prevent this frustrating and offensive experience for other hard-working individuals whose time and moral beliefs are of value. You should not have to deal with these immoral practices when purchasing or maintaining your vehicle.