Round Rock Nissan

Last fall, I walked through a large, open showroom without being approached, while a few employees stood outside, smoking. Poor customer service. I later experienced better customer service at the are without being approached, while a few employees stood outside, smoking. Poor customer service. I later experienced better customer service at the area competitors: Town North Nissan and Southpoint Nissan. More

(1) On January 8, 2009 I left my 2002 Nissan Xterra at Maxwell Round Rock Nissan to have diagnostics performed because it was running rough. Clint, my contact in the service department, quoted me $105 fo Maxwell Round Rock Nissan to have diagnostics performed because it was running rough. Clint, my contact in the service department, quoted me $105 for this diagnostic work. I agreed to this charge and signed a "PreWorkOrder" indicating I agreed to the $105. (2) Clint kept my vehicle for over a month trying to diagnose it. First he thought it was a bad mass flow valve, then bad spark plugs/wires and a bad distributor cap, then a bad super charger… I continued to speak with him many, many times and I expressed concern about why it was taking so long while verifying over and over again that I would not be charged more than the $105. Clint assured me there would be no additional charges beyond the $105. (4) On February 18, 2009, Clint informed me that he was wrong again - the problem was not the super charger. The problem was the compression on cylinder #4 was very low and that I need a new engine. I asked Clint for a quote. (5) The next morning, February 19th, Clint quoted me more than $5K. I told him that was too much - the SUV was not worth much more than that. I told him I wanted to pick up my SUV and asked when I could do so. Clint then informed me he had put a new super charger on when they were doing their diagnostics and he would need to charge me labor to remove it, or....... I could pay for the new supercharger. I told Clint that I was not paying for anything beyond the $105 because (1) he just told me the day before there was nothing wrong with my super charger, and (2) I had not authorized him to put a new super charger on my SUV. He then told me the dealership would keep my SUV until I paid. I asked him to have his supervisor, Jorg VanPatten, call me. I never received a call back from him. (6) On February 20th, I went into the dealership in person to try to resolve this issue and also called in. I was able to speak with Clint, Jorg, and Guy McRee, their General Manager. All 3 of them informed me they had changed their mind. They did not want to remove the super charger and insisted I keep it and pay for it. They said they had just found out they could not return the super charger to Nissan because it is a "performance part". I told them that what they were trying to do was fraudulent and that I would contact a lawyer. (7) That same day, after contacting a lawyer I again spoke to Jorg, the Service Manager, and Guy, the General Manager, over the phone. I told them that under TX state law, it was illegal for them to replace my super charger when there was nothing wrong with it. And, it was illegal for them to put a new super charger on my vehicle when I did not authorize them to do so. I told them they needed to put my SUV back the way it was when I left it with them (put my old super charger back on, etc.) and to present me with some kind of bill. I told them that I understood that legally, in order to get my SUV back, I had to pay whatever bill they presented me with. But, even so, I did not agree with any charges besides the $105 and I would pursue this matter in court to get my money returned to me. They agreed to return my SUV to its original state and to have it ready on February 23, 2009. (8) At 6 pm on February 20th I sent an e-mail to Jorg and Guy reiterating the facts of what had happened. I also told them the fraudulent acts they committed are covered under Texas state's Deceptive Trade Practices - Consumer Protection Act. However, I would prefer to resolve this issue w/out litigation. So, if they presented me with a bill on February 23rd for only $105 and they returned my SUV to the state it was in when I left it with them for diagnostics, I would consider this matter resolved and I would take no further action against them. (b) However, if they did not comply, then I would file a claim against them in civil court to recover my money. In addition, I would file a consumer complaint with the Texas Attorney General, the Better Business Bureau, and the Federal Trade Commission. (9) On February 23rd they called me to say my SUV was ready. I paid a bill for $1,687.25 and retrieved my SUV. The charges were for the new supercharger (which they tried to get me to take with me, but I refused) and for labor charges to remove the new super charger and put my original one back on. I wrote on every page of the invoice that I did not agree with the charges and that I had never authorized the purchase of any parts or repairs. (10) They entered false information in the notes on the invoice, saying I had authorized installation of a new super charger because my old one was "very noisy internally". However, they entered those notes on February 19, 2009 at 4:51 pm, 4:54 pm and 4:58 pm (date stamped by their own computer!). This was well after I had already had my morning conversation with Clint telling him that I was not paying for parts and/or work I did not authorize. More

My salesperson was great. Very helpful and we found the vehicle that I wanted. Before I went back to the dealership, the deal had already been agreed upon with my salesperson. Still, when I showed up I vehicle that I wanted. Before I went back to the dealership, the deal had already been agreed upon with my salesperson. Still, when I showed up I had to wait in excess of 45 minutes (with my 2 kids) to start the paperwork with the finance department. Now, if you have kids, you will understand that a 7 and 11 year old can only be patient for so long until boredom, hunger, arguing, etc kick in. When I finally did get in to see the finance person, everything started off fine and we started the paperwork. However, we hit a snag when he started to offer me the extras (GAP insurance, warranties, etc). When I declined the GAP insurance, he continued to press the issue. In fact, he made me feel like an idiot in front of my children for not taking it. This is absolutely unacceptable. When I declined it for the 4th and final time, he made me write on the piece of paper something to the effect of “I decline the insurance and assume all the risks” or something like that. From that moment on, his whole attitude changed and he was very rude and standoffish. Just because a customer does not want to purchase all the extras does not mean they need to be treated like an idiot. You can get cheaper GAP insurance from places other than dealers. In fact, I would recomment that you never purchase GAP insurance from a dealer as they inflate their prices. I have never heard of having to write this and can only assume that he did this to further belittle me. My neighbor works in the auto re-finance industry here in Austin and he had never heard of anyone having to write a sentence to decline insurance. What was supposed to be a pleasurable experience turned into a sour one. My salesperson walked me out to the truck and I told her about my experience. She laughed and suggested that I write to the manager. I failed to see the funny side of it. Now I do. He has never bothered to contact me. More