Complaint Review: Fenton Nissan West - Oklahoma City Oklahoma

I wish I could give 0-.5 stars to this dealership and ONLY because in the past 14 days we experienced ONE good man out of the whole lot. This is so tragic. Our first Nissan buying experience, we bought not one, but TWO cars in TWO days from them and I regret every penny I spent and every moment I've spent with them. I LOVE my new car and it's a shame I haven't been able to enjoy it one bit because they make me so sick with what has happened. Let me break it down for you so you can understand the dishonest crooks they are turning out to be - by the way we can't get a straight matching story from ANYONE there!

April 30th, I sent my husband links to 3 cars from their website I thought he might like. He's been really craving a new car and drove a pretty big beater for far too long, so I thought we're in a good place and it's time. He went after work and test drove all three vehicles as well as peeked into some others. He came home and discussed with me what he wanted. I agreed and said lets go back and get you a new car!

We made a deal that they had my husband sign for the car. The purchase price was to be 15,998 and his trade in was to be 2500 off that. With an additional processing fee, we signed a deal for the salesman to take to financing. When my husband FINALLY got out of financing at 11pm we drove his new car home. We got to the dealership just after 7, they had quite a few sales that day.

While at the dealership I saw a beautiful new Altima on the show floor and decided after seeing the advertised internet sales price and knowing what my trade in was worth at bare minimum, I would return the next day and purchase the Altima. I never test drove it, it had no MSRP sticker, and I was told by the salesman who was "new" that the car had some features I was pretty pumped about as my husband and I enjoy to travel via car trips while we are still young.

On the way home my husband told me he had agreed to the extra warranty, his car was a 2013 with 12,000 miles on it. I did not agree with this as I didn't believe it was needed and simply put extra money in everyone's pocket but ours. Anyone NOT in the car business will tell you these are just drummed up to make money. So we read the paperwork and knew we could cancel it within 30 days for a full refund.

The next day I spoke on the phone with car salesmen about buying the second car and this is where the trouble really started. I felt so disrespected as a woman by him that I was ready to walk away, boy do I wish I would have. He wouldn't discuss the deal with me even though I was the primary finance buyer on the car and stated he would just hash out the details with my husband. Additionally, he lied to me about the internet sales price stating I had to meet all kinds of qualifications to get it when other dealers simply told me it was the internet deal they offered to internet buyers and it was the "no haggle" price. I was more than willing to pay the internet price and not haggle with Fenton Nissan but I had to haggle anyway and never got down to that price, which according to the Oklahoma Division of Motor Vehicles is not legal. They have to honor advertised deals, which of course I found out later.

Anyway I digress, I was unable to go to the dealership that night because I had a prior obligation and had to honor it. My husband took my car to trade in and sign the paperwork and I was return the following night to sign my portion. My husband went to the dealership, but remember that pesky service agreement, his first step was to go back to "Ryan" another buyer on here called him a whiz, she might want to double check her paperwork and deal when her loan comes in, and cancel that thing! Ryan drew up new paperwork for my husband to sign without removing the gap coverage. My husband said no I don't want any of it I'm right side up and don't need it as we plan on paying off the car in 2 years. Ryan then drew up a for review document with the CORRECT sales price we had agreed to IN WRITING the night before, and when my husband agreed it looked correct, Ryan had him give him an electronic signature. My husband then asked for a copy of the paperwork and Ryan told him to give him a minute. My husband waited and Ryan, after a few minutes went straight into my paperwork for my car and never gave a copy of that document my husband had signed for to him at all.

So excited for my new car my husband came and dropped it off for me and picked up his I had been driving. The first thing I noticed was missing features the salesman had claimed it had. I was not happy about this as I would have picked another car with these features had I known. The following day I called and spoke with a manager. He told me he would "fix it" and found a vehicle at the East location that had the feature I was missing. He told me he would have it for me when I came in to sign paperwork that evening. I came to sign paperwork and when I sat down with the manager their version of "fixing it" was to make me pay extra for the different car because it had 2 features that weren't advertised to me in the initial car. The total was JUST a few hundred dollars and in professionalism, fixing your salesman mistake would have been eating that cost. However, at the time still mostly happy and glad they fixed the mistake, I accepted the adjusted cost.

During financing and redoing the paperwork I received a large discount on the service plan and the ONLY reason I agreed is because my car has several several several technical components that are not covered after the initial year from the manufacturer or so I was told. Knowing the invoice price for just the Navigation system it made sense to spend about that price over the life of the service plan to cover it and the other car computers. We finished up the paperwork and went to my car, as the other salesman, I requested the previous one not show up as I did not get a good vibe from him, showed me around my new car, the finance guy "Ryan" came out to offer my husband a good deal on a warranty for his car since we got one for mine, even though my husband had already declined his coverage for his. This is proof that we requested and accepted cancellation of the coverage.

Well a week later the loan hit our bank and I was able to see the balance on our accounts. Imagine my surprise when the number DID NOT MATCH the last set of paperwork my husband was shown prior to his electronic signature. I immediately told my husband there was a discrepancy. He didn't just call, he went to Fenton Nissan West to discuss the issue directly with finance. Ryan was his first point of contact, he told him he didn't know what happened, that it was not refundable, and then when my husband got visibly angry and was demanding to speak with the General Manager, he said Ryan got squirrely and started to fidget that he didn't know who that was or how to contact him. It was obvious to my husband that he was getting nowhere with Ryan who would never even admit to the last set of paperwork he showed my husband.

My husband came home and told me what had happened and the manager was busy, I should mention we don't live far from the dealership so it's a quick trip. We reviewed all kinds of information including cancellation policy and my husband returned and talked to another finance guy who told him he would reconcile the issue and get it right with Chase so that we could be on our way. My husband went to follow up with what was happening and was told by the FINANCE manager that it was being taken care of and Ryan did not know what was going on but that it would be rectified.

My husband was told to call back today when the finance guy handling the situation was back in the office. So he called and was told that the option could not be refunded after all because the third party warrantor was refusing. My husband was furious. He returned to Fenton and asked for a copy of his paperwork as Ryan had reclaimed the first copy and never given him a new one! Very illegal to not provide copies of signed contracts to all parties. He had asked for them previously and given plenty of excuses as to why he couldn't have them. Today he got... part of them...

My husband then called the third party to discuss the issue after being told the same story by the finance manager who had assured him they would fix it the first time. The third party told him that because services had already been rendered it was not refundable. The dealership claimed that they had already put on the paint protector and cloth protector and that made that non-refundable. My husband let them know that was not true! They said they don't have anyway to prove that so the dealership would have to tell them that so they could cancel the warranty.

My husband called the dealer back and spoke with the finance manager telling him what the third party said. We came in after 7pm, the service department closes at 6pm. When we got there the car we bought was still sitting in the spot my husband had left it. I was in the show room for the duration of the time till we left at 11pm and no one ever moved, or serviced, or touched that car in anyway except the salesman. The salesman apologized that the car was not cleaned or filled with gas because of the deal made so he had tried to wipe the windows clean. Okay if the car isn't clean how could you put a paint protection on a dirty water spotted car? Oh supposedly they put nitrogen in the tires as well, again no. The only people there when we were there were salesmen, finance guys, and cleaning crew who was cleaning around us as everyone had gone home for the night. If my husband didn't first agree to this service contract till after 9pm how could anyone have done those things when the service technicians close up shop at 6pm?

Finance manager said he would have to talk to his general manager who was not back in till tomorrow. ARE YOU KIDDING ME THERE HAS OBVIOUSLY BEEN A MISTAKE. Ask anyone who was there at the dealership with us after the dealership had closed?! Or are the all directed to lie, we have been misled and crapped on this entire time.

Again I digress, but you can see how frustrating this has all been for us. Geeze, anyway so when I got home from work and reviewed what paperwork he was finally given, again not even all of it, I found that the dealership doesn't even know what they're talking about. My husband's original finance papers which we were given a black and white copy of were for over 19,000 dollars! The bank loan came in at 15,292. So how then did you not cancel the supposed warranty. He was also given a black and white with 15,292 on it. So I was able to compare the two. They sent the financing to the bank without the warranty so why are they even claiming that we have one?! We don't!! What they DID do wrong was change the "for review" copy that my husband signed with the correct $13,687 on it to this new one with $15,292 with his electronic signature Ryan had taken earlier. What they did was UP THE AGREED UPON PRICE of the vehicle! Remember when you make a deal with the salesman they put it in writing and you sign it agreeing! Where is that deal agreement? Why did Ryan get an electronic signature and later claim ignorance? Why are they charging us $1,600 more than we agreed to on the vehicle? Now that I am armed with the above information and have it in black and white and what the loan from the bank come through with I know the issue is the pocketed more money than we agreed to for the car and now they are trying to make us pay for it by claiming it's a warranty and it's non-refundable. TISK TISK FENTON! We caught you and no one either A. Knows what the heck is going on in your dealership, or B. Is an honest good person up there.

I love my Nissan, it's a great car but I HATE my dealer! I will probably continue to buy Nissan's in the future, but NEVER will I willingly step foot in that place after all this is said and done. I will NOT back down, I will NOT just go away. This is so crooked and wrong I can barely stand it!! Pull out our agreed deal and do right by your customer you slime balls! I'm filing reports with the OKDMV, BBB, and if I have to a lawyer just to not let them get away with their WRONG and sick practices that hurt good innocent people with honest hearts. How dare you put an electronic signature on a different amount and then claim ignorance? Dirty and wrong! Stay away, please visit a different dealership and avoid this heartache and stress at all cost!