AutoNation Nissan Pembroke Pines

MY AUTONATION NISSAN EXPERIENCE 2/18/13 On 2/18/13 I MY AUTONATION NISSAN EXPERIENCE 2/18/13 On 2/18/13 I purchased a 2013 Nissan Altima S Model. My sales person was Florian Godoy. I had searched f MY AUTONATION NISSAN EXPERIENCE 2/18/13 On 2/18/13 I purchased a 2013 Nissan Altima S Model. My sales person was Florian Godoy. I had searched for a car for 6 months before I made the decision to purchase a Nissan. Florian was extremely helpful & friendly. I was told at the time of my purchase by both Florian & the Finance manager, Eric Hernandez that my car came with satellite radio. Unfortunately it did not come with satellite. But since we asked & were specifically told that it did, Florian said that when the adapter comes out for the 2013, that they would install it in my car free of charge. Each month Florian follows up to let me know that he didn’t forget me & he is still waiting for the adapter. I appreciate his follow up. 4/17/13 I noticed a puddle in the back seat on the floor on the passenger side of the car. I called Florian and he made an appointment for Friday 4/19/13 for me to bring the car in to have the first oil change done & to check where the water was coming from. Nobody had ever ridden in the back seat of the car, so we had not noticed the water. That evening I sucked the water out of the carpet. The next day it rained & the car flooded again. It was not just damp, there was a puddle in the back seat. 4/19/13 I took my car to AutoNation Pembroke Pines Service department and saw Lazaro Prats. My car was serviced & Lazaro told me that there was a plug in the bottom of the rear passenger door that was not put in correctly at the factory so the water could not drain properly & it would overflow into the floor of the car. He said they replaced the plug & it should be okay. I asked if they sucked the water out of the car. He said no, that they don’t do that & I would need to take the car to my own detailer & have the water sucked out. That afternoon I paid $60 to have my car detailed & the water removed. This was a Friday. It continued to rain all weekend & my car continued to flood. Each day I would suck the water out of the car. 4/25/13 I returned to AutoNation Pembroke Pines to speak to Lazaro & Florian. The carpet had started to mildew from all the water. I left my car with them so they can find where the leak was coming from. They took out the entire interior of the car. On 4/26/13 Lazaro called me to tell me that that had not located the leak yet but they took the carpet out of the car & would clean it before it was placed back in the car. I asked him to replace the carpet because I did not want mildewed carpet put back in my car. He stated that he could not do that. I asked why & he said & I quote, “ Nissan only replaces parts that are defective & mildew is due to human err & the carpet could not be replaced.” I explained to him that I did not leave my car window open & that this was due to a factory defect & it was the factory error & I wanted to speak to the Service Manager. He said he already spoke to him & he won’t replace it. I asked to speak to the GM & he said he already did & it couldn’t be done. I hung up on him & called Florian. Florian said they could not replace the carpet. I told him I bought a brand new car not one with mildew & I wanted the carpeting replaced and that I was going to call customer service. I sent an email to Customer Feedback on 4/26/2013 @ 11:26am. Within 20 minutes of that email being sent, I received a call from Andy Power stating that I was right, I should not have to live with mildew in the car & he would replace the carpet. He also stated there were two other cars at the dealership with the same problem. I went to the dealership to see those other 2 cars only to find out that was a lie. There were no other cars there. He was just trying to make me feel better. I also explained to him about what Lazaro had said to me & he apologized. They still had not found a leak in the car. 4/30/13 I spoke to Lazaro in the morning & he said they could not find a leak in the car. That afternoon, they took my car through a car wash & the car had a puddle in the back seat again. It also poured that afternoon & my car had a puddle again but they could not find where it was coming from. He said they had ordered the new carpet & once the leak was found, the new carpet would be replaced. I asked him about the car being disassembled, he stated they had only taken out the seats & the console. At this point, I am very unhappy because I bought a new car & the interior has been totally disassembled. 5/3/13 I called Lazaro on Friday afternoon to see what was going on with my car because I had not heard from him since Tuesday. He said they still had not found where the leak was & that someone was coming from Nissan the following week to look at it. He said the water was coming from the front of the car & running to the back & settling on the floor in the back. Possible the windshield was leaking so someone would be coming out to reseal the windshield. I was not happy because I purchased a brand new car & the car is being taken apart piece by piece. It is no longer new. He said he would get back to me next week. 5/8/13 I called Lazaro to find out what was going on. He stated that the person from Nissan was there & they believe they found the leak. It was in the firewall. He said they would have to take out the dashboard & the front fender to repair it. I am really upset now because even more of the car had to be disassembled. This is definitely no longer a new vehicle. I expressed my dismay & he said he understood but everything would be okay. He would call me once they fixed it. 5/9/13 Lazaro called me in the morning to tell me that they found the leak & it was fixed & they were testing it to make sure it wasn’t leaking anymore. If everything was good, they would put the car back together & I could pick it up later that day. He said & by the way & I quote, “they didn’t have to remove the dashboard or the fender. They were able to fix it without removing them.” I went there at 5:00 pm to get my car. Lazaro says to me again, “they didn’t have to remove the dashboard or the fender.” I was relieved. He sent me to the cashier to get my paperwork & my keys. I look at the paperwork & it states right on the paperwork that the dashboard was removed & the fender was removed. I said to him, “you lied, it specifically states they were removed. Why lie?” He didn’t know what to say. I immediately went in to speak with the GM David LaBella. Now I don’t trust anything this service department has to say because they have lied to me. I tell David my problem & he was not aware of anything to do with my car. He said they have not had any other problems with the Altima’s. He called Kevin the Service Manager in to his office to discuss the situation with him. Both stated that Lazaro had not asked them about replacing the carpet either. There is another lie. At that point Mr. LaBella apologized for the problems & told Kevin to check with Nissan to see what they would do to compensate me for my troubles. I went & got my car & left. When I got home, I opened the passenger door & it was making a clicking & rubbing noise. The fender was not put on properly & the door was rubbing & pulling the rubber stopper. You could see on the body line where the fender meets the roof that it was not on properly. I immediately went back to the dealership to tell them. Kevin looked at me like I was a crazy lady & didn’t know what I was talking about. Justin, (one of the service guys) understood what I was saying & agreed. Kevin said he would order new rubber stoppers & would call me when they came in. I also told Kevin that they had put 70 miles on my car while it was there for the 15 days. He looked at the invoice & said, “no it is the same mileage as when you brought it in.” I said that is what Lazaro input but how could it be the same when I know they had to drive it around to see if it would leak & they took it to 2 car washes while it was there, so there was no way the mileage would be exactly the same. But 70 miles was a lot of miles. Kevin said that next time I should take a picture of the mileage. He just blew me off. 5/29/13 I took my car back to the dealership to have the rubber stoppers replaced & they straightened the fender so the door did not rub. I dealt with Justin. He was very professional & caring. At this point I am concerned with the carpeting in the car & the previous work that was done because I was lied to several times & I have no trust or faith in what they have done at this dealership. The carpeting in the back is so tight & hard it has no give to it. Feels nothing like any other new Altima. I am worried they did something to keep the water from reaching the carpet if it leaks again. It feels like something is under the carpet. I am also worried about damage to the wires & stuff under the carpet & dash because the water ran from the front firewall to the back of the car. This dealership is totally untrustable & unfortunately I can't go anywhere else because it all stems from the original work that was done on the car from the leak. 6/18/13 Around this date, I called Mr. LaBella to let him know that I had not heard anything from Nissan about compensating me in any way for my aggravation. He stated that he would look into it. Approximately 3 or 4 days later, I was contacted by Megan from customer care. She extended an offer of one year free oil changes. I explained to her that my aggravation was worth more than $50. I would only need a couple of oil changes in that time frame. I went into detail about everything that had happened so far. She asked me if I would like to take the car to another dealership to have it looked at. I explained that I would like to do that. I told her that I didn’t want to take it to an AutoNation dealership because they would probably just cover up for each other. She stated that she would call the dealership in Weston & get back to me. She stated that she wanted to resolve my worries. A week or so later, Megan called me back to say that the dealership in Weston said I should take it to another AutoNation dealership so that they could look at it since it was AutoNation that did the work initially. He said factory warranty would not cover him looking at the car. So I told Megan I would take it to my own person to have it looked at. I did not want to go back to AutoNation. 7/9/13 I had called & left a message for Megan because my car had a mildew smell coming from the A/C when you first started the car. I said there must still be a leak somewhere behind the dashboard & it is getting into my A/C. Megan called me back that day & told me to take it to the dealership in Weston. I called & made the appointment for Saturday 7/13/13 @ 9:30. This car is a lemon!! 7/13/13 I went to the dealership in Weston. I asked to speak with their Service Manager so I could explain the situation. I told him what had happened at AutoNation & that now I have a mildew smell in my A/C. He said he had spoken to Megan & he told her that if I wanted him to look at my car that it would cost me $130 an hour because the factory warranty would not pay him to look at it because he did not do the work the first time. And if it was still leaking, then AutoNation would have to be the one that fixes it. So now I have wasted another hour of my time because someone didn’t follow through. It was a Saturday so nobody was in their offices so I left several not so nice messages for Megan, David LaBella, 1-800-Nissan-1. This car is a lemon. One problem after another. About 2:30 that afternoon, I received a phone call from Tony, (Asst Service Mgr) at AutoNation Pembroke Pines. He said David asked him to call me & have me bring my car in. He says he knows exactly what the problem is. It is the evaporator in the A/C. It must have gone bad. We will change it out & it should be fine. The car is 5 months old. The evaporator should not go bad. It is because everything got wet when the car was leaking & has caused damage. 7/14/13 I take my car & drop it off at AutoNation Pembroke Pines. I find out at that point that my buddy Lazaro has been fired because of what happened with my situation & the way he spoke to me. 7/15/13 Megan called me apologizing that the Weston dealership had turned me away. I explained to her at that point that this car was a lemon & I am requesting an exchange of collateral. She said she would put in that request & would get back to me within 10 days. Later that afternoon I went back to the dealership to pick up my car. Tony explained that they replaced the evaporator. I explained to him my frustration & he stated that someone from Nissan would be at the dealership on Wednesday afternoon to discuss the problems with my car. He handed me the keys & we left. 7/16/13 I called Tony because he had not given me a copy of the paperwork from the evaporator problem. He faxed it over to me. I read over the paperwork & it states that they cleaned the evaporator, not replaced it. JUST ANOTHER LIE!! They cleaned it & every time I turn on my a/c, I get a big smell of air freshener because all they really did was fill it with air freshener instead of replacing the evaporator. 7/27/13 Again my a/c smells like mildew & a musty smell comes out of it when you start the car. Also, when you adjust the a/c temp you hear 3 loud clunking noises. CLUNK, CLUNK, CLUNK!!! It never did this before they cleaned it or whatever they actually did to the a/c on 7/15/13. 7/29/13 Sara from Nissan calls me to tell me they aren’t going to do anything about my LEMON CAR. They will not do an exchange of collateral or a buy back. I tell her I want to appeal that decision & speak personally to the person who went out to the dealership to discuss this with them. She stated & I quote, “I am the supervisor & there is no one above me for you to speak to & the decision stops here & this is our decision.” Is this true Mr. Jackson & Mr. Maroone or Carlos Ghosn. She has the final decision. I can’t appeal? There is nobody above Sara that I can speak to? Or is that just another lie to try to shut me up. So, I have a 2013 Nissan Altima that smells like mildew. When my family gets in it, some of them immediately get congested. I have to rent a car when I go to Palm Beach where my entire family is because my NEW car is making everyone sick. AND AUTONATION & NISSAN will do NOTHING about it!!!! I am so disappointed & disheartened that I am riding around with signs on my car telling people not to do business with AutoNation or Nissan because they don’t stand behind their products. I have pictures posted all over my FaceBook page. I have to get the word out so nobody else gets hurt by these people. I have another appointment on 8/17/13 to take the car back AGAIN for the a/c smell & the Clunking noise. They should just replace this lemon!!!! I WILL NEVER BUY ANOTHER NISSAN & I WILL NEVER DO BUSINESS WITH AUTONATION AGAIN. I WILL TELL ANYONE & EVERYONE THAT WILL LISTEN TO MY STORY SO THAT THEY ARE ALL AWARE THAT YOU DON’T STAND BEHIND YOUR PRODUCTS!!!!!!!!!!!!!!!!!!!!!!!!!!!!! More

THIS WAS MY FIRST EXPERIENCE.....Run as far as you can away from this place, sell you lies and when it comes time to make good on their word, they flake. Liars!!!! BUT!!!!! After I sent an email to the away from this place, sell you lies and when it comes time to make good on their word, they flake. Liars!!!! BUT!!!!! After I sent an email to the GM about the experience, he immediately called me back, was very apologetic about my experience I had with the prior sales rep. He immediately addressed our concerns, he made the deal work and we just bought a new car from them. Management seems to have a clear understanding of not offering excuse after excuse of why things may have no started out right, but simply just fixing it. Thanks again, and I will admit when a wrong has been "righted" and it has....thank you again, you definitely earned our business. More