Complaints

• Initial Complaint

  02/23/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a car from Simmons Nissan only bc I was in a bind. The lady lied and said our payments were going to be $200 a month cheaper than what they actually are. I complained to the owner, he said take it or leave it, and of course we had to take it. I haven't had the car 4 months and the Catalytic Converter is bad on it. I had to take it to *** **** ***, and they said there is no way the problem just started bc of the severity the code says which means they sold me the car like that. Well there is a National back order on the part so it's hard telling how long it will be b4 I get one. I called Simmons owner to tell him about the problem, and asked him if he would at least get me a rental car bc they kept mine, he said let *** **** figure it out. So after hours of those nice ppl trying to get somewhere, they paid for a rental for me for almost a month. They r wonderful ppl. I still don't know what I'm going to do after I take the rental back. Simmons should have to make the situation right! They r crooks. I don't know how they sleep at night! They r taking advantage of ppl who work hard for they're money. Shame on them! I need a car!!!!!!

  

  Business response

  03/03/2022

  Our number one priority at Simons Nissan, Inc. is to provide exceptional customer service.  Based on the multiple complaints from the customer, I feel that it is necessary to address in two separate parts. 
  
  First, on the purchase, I would like to elaborate regarding the misquote on payment.   We are aware that the salesperson, who is no longer employed with us, did in fact make a mistake on the quote without the intent to lie.  When the customer arrived, management was made aware of the issue and at that point our management sat down and talked to the customer to explain the point of issue.  Due to our mistake, we removed all profit from the deal and lowered the customer’s payment as low as we could in an attempt to make that mistake right.  We explained that we were not trying to hold them to their agreement of purchase because of the misquote and we were sorry for the error.  After everything was explained, the customer chose to purchase the vehicle and was happy when they left that night.  I do want to clarify, the owner of the dealership never spoke to the customer. 
  
  Regarding the complaint of service, the catalytic converter issue is a warranty matter with Kia, not Nissan, and is covered by them with rental coverage included.  Kia has the tools and parts necessary to correct their vehicle issues, so in order for our Service Department to be able to fix it, we would have to send it to Kia for repair.  With Kia having the parts on back order, the same back order situation would have applied for us.  Also, the only downside is that the rental car coverage, covered by Kia on this warranty, and would not be given to another dealer, like ourselves, as the repairs must be done by Kia dealership for a Kia customer, directly.  Our Service Manager, who has 35 years of experience, knew of this warranty issue and tried to lead the customer in the direction that would be most beneficial for her.  Our Service Manager went as far as directly reaching out to a Service Manager within the Kia dealership in order to prioritize her issue.  We are sorry to hear the customer is still unsatisfied with our hard attempts to make things right and providing suggestions that would benefit her in all aspects.  As clarification, our owner never spoke to the customer or anyone else related to this matter.  We are deeply saddened to hear we are being blamed of issues out of our control that we so desperately tried to aid in.

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