Hall Nissan Virginia Beach

Hall Nissan Virginia Beach responded

Thank you for taking the time to share your thoughts on your visit. This kind of feedback helps us to get better. As for the pricing confusion, there clearly seems to be some miscommunication on our part. In fact, you did receive confirmation of your pricing through your auto buying program. Though the car you selected was not in-stock, we do still honor our pricing; the only difference being the cost in bringing the vehicle here. Clearly, we did not do a good job of communicating this to you. If you're still in the market and open to doing business with us, we would love the opportunity to sit back down with you and make certain you understand exactly how the auto buying program pricing works. Again, we apologize for the misunderstanding. John Foley General Sales Manager Nissan Virginia Beach

morinteresting responded

Hello Sir, I assure you the price was discussed while I was there. The difference was not just the $500 transportation fee. After I agreed to pay the $500 transportation fee and had provided credit card information, the price changed to MSRP which is not what we agreed upon to the tune of several thousand dollars. The change was not openly communicated, I came to realize the change only after reviewing the salesman's math, which was not printed, but was delivered via handwritten ink pen on a piece of printer paper (again after I had given a credit card for transportation fees). For me this was a tipping point, however there were key elements to this visit besides just the price that were off. The first problem was, since I did the research online, your salespeople should have been aware of exactly what vehicle I was looking to buy. Why was I asked to come to the lot if you had none of those vehicles in stock? Secondly, the sales person was confused. I had to keep repeating myself about not wanting to do a trade in, and the sales person seemed unable pull up my internet customized car, which meant we had to on the spot (using the brochure) recreate the car that I wanted. He also kept leaving me in the room for 10 minute stints while he discussed things with the manager/tried pulling up the information I had filled out online, and kept coming back with hand written notes. When I did discover, on my own, the price difference, the salesman became condescending and I was told that I had misunderstood the purchase program. He left me in the office for another long period of time to talk to the manager, then came back with a dealer fees reduced offer (which was still several thousand more than the purchase program price) and told me I could take the offer or leave. I don’t think you should offer ultimatums to you customers. The pricing was not the straightforward pricing that I expected with the car buying service. I never met the manager on duty even though I had been at the dealership for 2 hours and eventually walked out without a sale. The only way I know to describe this is sloppy and unprofessional, and I am not sure I would purchase a meal nonetheless a new quality vehicle with this many issues with service. I ended up purchasing what I thought was my number 2 car (which ironically was a more expensive vehicle), and my experience was night and day to my experience at Hall Nissan of Virginia Beach. When I arrived the salesman was knowledgeable about about what I was looking for. The salesman was prepared (no hand written notes, no having to repeat my requirements). There was transparency on price. I wasn’t left sitting in an office alone for several minutes at a time. After I had been there for 30 minutes the manager came to investigate how things were going and left after he confirmed there was no confusion or issues. The process was simple, fast, direct, and I had excellent customer service, again using the car buying service, but with no unexpected or unexplained changes to the price. The tone, atmosphere, and level of respect was correct for a purchase of this caliber, which is not what I received at Hall Nissan of Virginia Beach. I have driven a Nissan for almost a decade, my parents drive Nissans, and my brother and his wife drive Nissans all of which have been good cars for several years. I don’t need to be sold on the quality of Nissan products. You “earned” losing my business the other day and the rating I put on dealer reviews is a proper representation of my experience at your dealership to let other potential buyers beware a similar (or even worse) experience. I hope, since I have taken the time to provide feedback, you use this review as an opportunity to modify your sales process to avoid this situation in the future.

Hall Nissan Virginia Beach responded

Let me start out by saying that we are very sorry to hear this happened to you, but are glad that we were able to return your driver’s license to you before your departure of the dealership. At Hall Nissan, as well as each of the Hall dealerships, we pride ourselves on being certain that we do everything we can to safeguard our customers' and prospective customers' personal information. In your particular case, though it was a mistake and we regret that the salesperson left your driver's license on the copy machine. I hope that you can find reassurance in knowing that the copy machine is located in an area of the showroom only accessible to our staff. As for you feeling that there was nobody concerned about your license being lost, I can only tell you this was not the case. Those involved came to me immediately after you departed and shared with me what happened and how terrible they each felt. I am sorry to hear that they gave you the impression that we treat these things lightly. For this, I apologize on behalf of all of us. I understand your choice not to do business here at this time; however, our door remains open and we look forward to the opportunity to improve on the experiences we deliver, whether we see you for parts, service, or even sales. If I have misunderstood any part of your feedback, or if you would like to discuss this any further, please feel free to contact me directly. Thank you! John Foley General Sales Manager (757) 631-7640