Following the recent wreck of my Versa, I found myself back on the market for a new Nissan Altima.
After a decent buying experience with Courtesy Nissan one and a half years back, I requested a quote from their Internet department via edmunds.com. I had done my homework, searched their inventory on-line, and clearly requested a quote on a specific configuration for which they only had one matching vehicle left. One business day later, and all I ever got back from them was a stupid, generic canned response with no quote which ignored every question I had posed in my request, and instead asked which color, features and options I was looking for.
Insulted, I printed the configuration and pricing from edmunds.com and came in to negotiate in person. Assuming I was unaware of their existence, Sales first tried to keep the Bottom Line Model Year End Sales Event ($1,500) and Holiday Bonus ($500) rebates from the manufacturer to themselves. When I brought up the rebates, they then tried to sell me the car for MSRP minus rebates. One hour, three quotes and a near-walkout later, I finally got a decent deal.
The car was delivered to me after closing on a dark rainy night. The back of the vehicle was wet and the interior was not in showroom clean condition. Upon later inspection in a well-lit area, I discovered paint damage along the edge of one of the back doors. I brought the car in the next morning and, while Courtesy Nissan agreed to do a touch-up at no cost, it was done extremely poorly by merely applying a single layer of basecoat to the damaged area which had been exposed for an indefinite period of time.
Over the next few days, I was asked to come in two or three more times to sign forms that Finance had forgotten to have me sign. They backdated the forms to make it look like they had been signed the first day.
The vehicle was delivered to me with a single remote and key. I was told that the car was originally from another dealership, and that they would have to look for the spare key the next day. I came in the next day and was told they had been unable to find the spare, and that a new one would have to be made. I took the car to Service, where I was given a new remote. They said that the mechanical key would have to be special ordered, and to check back in three business days. The key did not arrive until six business days later. I got a call suggesting that I make an appointment with Service to have the key programmed to my car, but I tried to get in touch with the appropriate service person and he never called me back. This has still not been taken care of.
Today, I got an e-mail from Courtesy Nissan advising me that I would soon be receiving the official post-purchase survey from Nissan, and stressing how important my full satisfaction was to them. Linked from the e-mail was their own unofficial survey, which they send to customers to test the waters before they complete the official survey. I took the opportunity to describe my horrible experience, and they have already tried to get in touch with me twice.
Unfortunately for them, it is too late to change my mind and Nissan will be sure to hear about this.
