Complain about a product or service

Victory Nissan

Richmond, VA

Anthony of Richmond, VA October 6, 2009

I am writing this to express my frustration with Victory Nissan of Richmond Dealership located on 11401 West Broad Street Richmond, VA 23233. Phone number 804-346-4200. I received a voucher in the mail that Nissan might be interested in purchasing back my 2003 Nissan Pathfinder. I setup an appointment on 09/20/09 to come in and take a look at some vehicles. My sales person was Saul Kazdal. I had made a decision on the 2005 Nissan Pathfinder. We made an arrangement to have a part replaced b/c there was a crack in it. Saul reiterated that it was coming out of his pocket. The 1st evening I pull out of the lot, I insert a brand new CD (Blueprint 3) and it got stuck inside the CD player (9/21/09). I take it back to the dealer the very next day and I was advised that they would send me to a local radio place: Audio Express to pick out a 1 out of 2 specific radios selected to be installed in the truck.

I had to setup an appointment for Friday 09/25/09. I did not ask for that CD player, I would have settled for a manufacturer radio. That was their choice. I also explained to Saul that the technician scratched my CD when they removed it. Saul said they used a screw driver to remove it. I advised him that if I had known they would do that, I would have attempted to remove it with tweezers to avoid my CD from being destroyed. The funny thing is when they removed the CD; they did not advise me what they did by damaging my CD until I brought it up. Saul's response was, “at least you got a new CD player. I told him I needed to speak to the manager about replacing my CD. I was advised to purchase a new CD and bring the receipt in and I would be reimbursed. My part finally came in on 9/30. I came to the dealer to have that replaced. 2 days later on 10/02/09, my backseat window on the driver’s side stops working. The motor went out. By now I am furious. I called Saul that night to express my frustration and he told me to bring it in on Saturday 10/03/09 in the morning.

I brought the truck in and I was advised by the service department that they cannot service it b/c I did not setup an appointment. I told them I was advised by Saul. I told them Saul advised to me come in and from Saul's mouth he said we would take care of it for you. Also another technician saw my expression (Gary) and he told me, Sir I see your frustration; we will take care of this for you. I was not told of any costs out of pocket at any time and was reassured 2x by them. I was given a loaner car to have over the weekend. Today I receive a call from Daniel in which I was advised that the motor is bad and it would be approximately $550 and being that I did not have an extended warranty on it, the Sales manager; Sean agreed to give me ½ off. I asked them if they could put in writing b/c I did not expect to pay out of pocket based on my 2 reassurances. Daniel said it was only good for this week. I asked how much it would cost to just put the window up b/c I was thinking about taking my business elsewhere after reporting them. Daniel told me $250 to do that versus just replace the motor for half price $275. I opted to have them replace it because I know if I go elsewhere I would be charged the full amount. I called to speak with Sean and I expressed my frustrations. He told me I was responsible for not signing for an extended warranty. He said they inspect the vehicles and the radio is not part of the inspection. I told him that it's too much of a coincidence that if they check a certified vehicle and the window works and the 1st time that I roll it down the motor goes? It does not sound right.

He again reiterated my fault for not purchasing a warranty and then says that he if fixes everything on a used vehicle he would go out of business. When I asked about the return policy, I was advised that there is not a return policy in the state of VA.

It also funny, that when they inspected my truck they advised that my truck had been in an accident and showed me where under the hood. They advised that the previous owner did not report it. Now West Broad Nissan knows this truck was in an accident and they are advertising my truck (Stock# RH09065) as I write this letter and they are not reporting it neither. Attached you will see the Kelly Blue Book alongside with the truck description. Also take notice that they only offered 5K for my truck when they said it was in an accident but they are offering the same truck that's been in an accident and not reporting it for $12,995. But like Sean said if he fixes everything on a used vehicle he would go out of business. That sure looks like a hefty profit not to mention my $275 I have to pay for the motor to get fixed.

Are consumers supposed to know this? Of course Sean said it was on my paperwork in which it’s in bold letters. However, when I was signing the documents not once did they ever specify that we do not refund once sale is final. Is this the type of service we are to expect from West Broad Nissan? Like any other customer I trusted a Certified Dealer versus a private dealer because I thought I could avoid things like this from happening? I was wrong and so is the dealer. What can I do? I have not had this vehicle in my position for 3 weeks yet.

Derrick of Richmond, VA March 30, 2009

I PURCHASED THE CAR 3/03/08 THEN TOOK IT BACK TWO WEEKS LATER BECAUSE MY AMP WAS NOT WORKING AND A CD WAS STUCK IN THE RADIO

Page of Richmond, VA December 20, 2007

Went in and purchased a Nissan Altima on the 28th of November and was told congrats this is a done deal. Two weeks later I get a call from the finance company verifying my information and come to find out the dealership lied about my rent. They cut my rent in half to make me qualify for this car. I explained to the finance company (CPS) that the information was not correct and they said well you are not approved. You need to take the vehicle back to Victory Nissan.

I called numerous times to talk to someone at Victory and no one would return my call. Finally I spoke with someone named Shawn who was extremely rude and he told me that I needed to have a co-signer or I would need to bring the car back. I told him that I would bring the Nissan Altima back the next day and I would expect to have my old car that I traded in as well as my check that was put down for a deposit. I go in the next evening and get a copy of my credit application (which had the correct information on it) and I ask for my check and they tell me that it is upstairs in the safe that they did not know if they could get it for me that night and then we get on the subject about my old car that I traded in and it was not there! They had sent my old car to the auction.

Keep in mind the dealer told me that they have the right if the financing falls through to make me bring the car back so I did and then come to find out the sent my car to the auction without it being paid off and without my transaction being finalized. They will committ fraud just to get a sale. And on top of that will sell your vehicle without you even having a car since you have to bring the one you thought you had purchased back because they lied on your credit application.

Jared of Hanover, VA January 22, 2007

THEY HAD NO AUTHORIZATION TO FILE MY CREDIT FOR MORE THAN WHAT I AGREED. I SIGHNED SALES PAPERS TO BUY A CAR FOR $14000.OO DOLLARS. I ALSO SIGHNED A PAPER THAT VICTORY NISSAN COULD NOT RUN MY CREDIT FOR NO MORE THAN THE SET PRICE WE AGREED ON. WITH-OUT MY AKNOWLEDGEMENT, GREG FRAZIER RAN MY CREDIT FOR MORE THAN THE PRICE THAT I AGREED TO WHEN I SIGHNED THE PAPER. WHEN I ASKED TO SEE THE PAPERS I SIGHNED, HE TOLD ME THAT THE CAR WAS NOW $24000.00 DOLLARS AND BECAME REALLY HOSTILE. I THAN ASKED TO SEE THE ORIGINAL DOCUMENTS THAT I SIGNED TO BUY THE CAR FOR $14000.00, GREG BECAME VERY LOUD AND REFUSED TO LET ME SEE, COPY, OR EVEN HAVE THE PAPERS. RIGHT NOW I HAVE FOUR REPORTS I SHOULD NOT HAVE ON MY CREDIT REPORT BECAUSE OF VICTORY NISSAN. I DID CALL HENRICO POLICE BECAUSE OF THIS MATTER THE DAY THIS PROBLEM HAPPENED AND THEY DID REFER ME TO CONSUMER AFFAIRS

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