Consumer complaint received 2017-10-29
Company: NISSAN MOTOR ACCEPTANCE COMPANY LLC
State: CA
Product: Vehicle loan or lease
Sub-product: Loan
Issue: Managing the loan or lease
Sub-issue: Problem with additional products or services purchased with the loan

Complaint:
On XXXX/XXXX/XXXX at the XXXX of XXXX dealership ( dealership # XXXX XXXX I purchased a new XXXX XXXX NV XXXX van. During the initial negotiations, the salesman had added some optional coverages which I did not have a clear understanding of. After doing some more research, I decided that I did not want these options and requested to my salesman to remove them. Before I ever took the car off the lot that day, we reconfigured the loan numbers with the options removed and we came to an agreement for the new loan amount, and the corresponding monthly payment arrangement amount. Due to the dealership closing at the time, my sales rep told me that these changes would be finalized the following day and assured me that the new agreed upon loan amount would be honored. Since the date of purchase, I have called and stopped by the dealership numerous times to check and make sure that these changes were made. I was told on more than one occasion, in person and on the phone by my sales rep, that these changes were made and that I would see the corresponding changes in either a letter or bill that would come in the mail. After waiting over a month and not receiving anything, I had to call into XXXX XXXX customer service and ask about my account and the payment amount. It was only then that I found out that none of the requested changes were made, and that my loan amount and monthly payment were not what was agreed upon. The very next day after finding this out, I went to my dealership once again and when I asked my sales rep, he explicitly told me that he had talked to XXXX XXXX services and requested for the changes when the vehicle was first purchased. He assured me that the changes were requested and that it mustve been a clerical error that the changes werent made. He assured me once again that he would follow up with them and to check back in with him the following day to make sure this issue was taken care of. Since our last meeting, I have called Each and every day only to not get an answer, and all of my numerous messages have gone unreturned. Upon further investigation with XXXX XXXX services, they informed me that any type of changes to the loan agreement would need to be done on a new contract document, and that they had not received any contact or inquiries at all from my sales rep or dealership. They also informed me that the sales reps receive the most commission back on these particular optional coverages, which led me to believe that this was the reason why my requested changes were never taken care of by my sales rep. At this point I feel that I have exhausted all possible options to get this taken care of between the dealership and sales rep this vehicle was purchased from, and seeing as how much time has passed since the date of purchase, I need assistance from an outside source or counsel to ensure that this matter is resolved as initially promised.

Company response to consumer: Closed with explanation