Sutherlin Nissan Vero Beach

Sutherlin Nissan Vero Beach responded

We are happy to reply to our customer who is now on his "fourth" new Nissan Armada since 2013 making him what we feel is very knowledgeable customer with the Nissan Armada and vastly ahead of those new to Nissan and the Nissan Armada. He expressed an interest in a certified pre-owned Armada, but declined to purchase it as it lacked the features he was looking for in a new pre-owned Armada that he hand selected form our inventory. The customer left and then returned 15 minutes later and our management team then showed out customer a lower trim level (i.e. SV vs SL) giving back certain features to get a brand new 2021 Armada at a payment the customer said they could afford and would be willing to buy at. We feel features like a sunroof are pretty easy to detect or the absence thereof since it is panoramic and runs the length for the SUV. Also, while demonstrating the sound system we noted Nissan and most new vehicles no longer offer a CD player, etc. We have all purchased something in our life we had second thoughts about, but most of us also learn to live with our decisions. We have offered to trade our customer out of their new Armada SV (now a titled vehicle and therefore a used SUV) to the more expensive 2021 Armada SL, however the customer does not want to pay for it. We think this case is easily resolved in the eye of public opinion.

MMCNEALEY responded

My goal is not to slam this dealership but identify my experience with them because I have been a Nissan owner for over 30 plus years. I initially was interested in buying a low mileage used 2020 Armada SL but upon going for a test drive a few feet from the dealership it was revealed to me that the vehicle didn’t have the blindspot feature that my present vehicle had which was three years older and same model level. Upon returning back to the lot they offered to install an after market blindspot device but I declined due to lack of confidence in an after market product that I was not familiar with. The GM then went to the lot and pulled a 2021 Armada that appeared to have some of the features of my 2017 Armada SL. I asked if the seats were leather and I was told yes but later found out after the purchase they were not. I indicated early in the process I didn’t want to lose all the features of my SL model. I must admit my intention was not to purchase a new vehicle but a used vehicle with low miles and the same features as my existing vehicle. I drove to Vero Beach after work and arrived about 15 minutes before closing thinking it would be a flawless process because I was familiar with the SL features of the Armada. Little did I know some features had been removed from that vehicle. When presented the 2021 SV it only addressed the concern regarding blindspot feature. I was never presented a vehicle with all the features of my SL vehicle during the process. I understand that it is not a common practice to undo a deal but no one has reached how to discuss any options regarding my matter. I know each dealership main goal is to have a happy and satisfied customer. I know of a situation where a dealership allowed the customer to return a vehicle because they were not happy with the vehicle they had purchased. They were told that under normal conditions they can not except vehicles after they have been titled but they wanted them to be happy. I realize this does not happen often but I feel that the communication was not forthcoming in regard to what features I was losing in the new model. The dealership knew I was not in must trade situation because my vehicle was in great shape and I was willing to continue looking until I find the features that I had. As life long Nissan owner I am disappointed that the process was not handled in a more professional matter. When I called Aaron to address my concerns he hung the phone up on me. I attempted to contact Joe the General Manger after that encounter on 7/10/21 and 7/11/21 and was told he was not available each time. I also left my number and requested a phone call to discuss the matter, however no one has returned my call. I love Nissan products and would purchase another one under the right conditions and price. Everyone in my family drives a Nissan vehicle. As a loyal Nissan customer I feel the least someone can do is return my call and discuss any possible options in my situation.