Consumer complaint received 2020-10-14
Company: NISSAN MOTOR ACCEPTANCE COMPANY LLC
State: CA
Product: Vehicle loan or lease
Sub-product: Loan
Issue: Problems at the end of the loan or lease
Sub-issue: Problem related to refinancing

Complaint:
Hello, I'm trying to get in touch with someone on a corporate level about the XXXX XXXX dealership located at XXXX XXXX  XXXX XXXX, XXXX, CA XXXX. I originally financed a pre-owned XXXX XXXX XXXX which I was told had just been traded in earlier that day. The XXXX experienced a pre-mature timing chain problem which corporate worked out a resolution with for me. Shortly after, the turbo went out and I was told there was engine damage and the dealership told me it wasn't worth repairing and to trade it in for a new XXXX XXXX ( XXXX model at the time ). I strongly believe the dealership did not fully inspect the XXXX before selling it to me because they wanted a quick sale. As a result, I have been paying off the loan through XXXX for a lemon vehicle that I only got around XXXX miles of use out of for a $ XXXX vehicle and a {$4000.00} down payment. I feel completely robbed as a result of this transaction when I was seeking an economy vehicle as a working student. 



The XXXX experience aside, I was told that the trade-in for the XXXX XXXX could be refinanced in one year to lower the payments. I am currently paying {$530.00} a month and am a full-time working student whose job requires a working vehicle. I felt I had no choice but to trade-in because the service center told me the XXXX was not worth fixing as the costs would exceed the value. 


Several unethical issues are apparent at this dealership besides the initial sale of the XXXX. Firstly, the XXXX XXXX had a recall that I immediately scheduled an appointment for upon receiving the notification. The dealership gave me back the vehicle without a working radio and the steering wheel buttons were entirely unusable. I immediately contacted them to resolve the issue and was told that they needed to order a new part. This was in XXXX of this year. I brought the XXXX in to the dealership over four times and called over 10 times over the course of seven months -- each time the service center claimed they had the part and upon dropping the vehicle off, they didn't have it and sent me home. I took that time off from work and wasted countless hours waiting for the problem to be resolved based on false information from the service center. I strongly believe the dealership continuously forgot to order the part throughout that seven month time frame and instead of admitting it, wasted my time as a customer. The final time I took it in they told me they needed to keep it for a few days because they had to order the part ( again ). The problem is finally resolved, after seven-eight months, however this simple recall has cost me a substantial amount of income due to being told to bring it in and them not having the part, telling me they need to  order it still and waiting at the dealership. 


Secondly, when I initially bought the XXXX  I was told that I receive free oil changes for life at this location. The service advisors claim there is no record of this. This was unethical and a blatant lie from the sale 's associates to get a sale. The service advisors also offered me a discount towards my next service if I took a survey and answered all of the questions according to a screenshot they texted me that had the answers all filled in in the multiple choice bubbles. I did not take the survey as sending a customer correct answers to boost their rating is unethical. 


Finally, I went back to the dealership the other week after a sale 's associate called me ( I didn't contact them first ) and said that he could refinance the car to get me a lower interest rate. Instead, they tried to get me to trade-in, again, after claiming they couldn't refinance after all. I spent five hours at the dealership just to deal with more  roundabouts from XXXX XXXX and unethical business practices. After I declined trading in I was told by the finance manager that I could take out a Nissan credit card to pay off a projected {$7000.00}  to make it possible to refinance the XXXX XXXX  or voluntarily surrender it to the dealership and take out a new loan on a new XXXX XXXX. Again -- I went in to refinance as I was told when I had first bought the vehicle I would be able to do in one years time. Due to them reaching out first, I assumed they were following up with that promise.

I know this has been a long email and a lot to take in. I'm a working student who lives on less than {$30000.00} per year and came in to this dealership for a working vehicle. I have lost countless days of work, time, and dealt with false information and unethical  recommendations after they sold me a lemon, refused to take any sort of accountability, continue to hold me accountable to that negative equity ( I'm paying off a car that I couldn't use still to this day ), and  continued to waste my time with the recall for the XXXX and false refinancing promises. One of the associates claimed he wouldn't make  any money on me trading my XXXX XXXX for a different model and that it would only count as a sale for the store because it was going bankrupt. I don't understand why a business would even tell a customer that. 


Please look at my loan history and see how much I have paid your company for ONE working economy vehicle. I have already paid that, and then some and yet I'm stuck with ridiculously high payments on a car I was coerced into getting while paying off the loan for a lemon they sold me. I urge XXXX corporate to be accountable on behalf of their XXXX location and work out a fair loan renegotiation with me based on everything I have endured as a result of this unethical location. I have been accountable as a customer ; it's their turn.

Company response to consumer: Closed with explanation