On 4/27/07 I arrived at Pinnacle Nissan to purchase a used 2005 Toyota Prius that was advertised on the internet. The advertised price was $18880.00. Upon my first exterior inspection of the vehicle, I noticed the antenna had been partially ripped off the roof. I immediately expressed my concern to my salesman. I was told that it was a maximum $50 repair that would be compensated for in my trade in value. When I proceeded to ask how that could've been missed in the "thorough inspection" of all used cars on Pinnacle's lot, I was told that it was an easy oversight because they were too busy making sure the mechanics were sound.
I then proceeded to test drive the vehicle. There were warranty papers that covered the right side of the windshield. I didn't feel my view was obstructed, therefore I didn't mention anything about it. The car appeared to handle well during the test drive.
Upon returning, we started the purchase talk. Again, I was reminded about what a substantial company Pinnacle Nissan was and how they always stand behind their vehicles and "look out" for their customers. I then asked about a spare key. After 15 minutes or so I was informed there wasn't one. Now, the Prius uses a "Smart Key" that cost over $200 to purchase and over $100 to program. I told my salesman that unless the dealership comps me another key, the deal was off. He made it happen.
I then reviewed my purchase agreement after correcting the salesprice from $18990 to $18880 which was advertised! While reviewing the agreement, I asked why I was being charged $297.00 for the (optional) Automate protection? I hadn't requested it. The salesman informed me that it was already applied to the car and if I wanted the vehicle I had to pay for it. After hesitation, I agreed.
After waiting for finance to sign the papers and write the check, I was finally able to leave. The warranty stickers were removed and the car was washed. I jumped in the car and went straight home. Once at home I noticed that there were 2 chipd in the windshield directly under where the warranty papers had been attached. There was a "caulk-like" substance in them. I was infuriated. The following morning I took the car straight to a Toyota dealer for an inspection. That was when I was told the wonderful news that the car required over $1800 in repairs. The alignment was off, front tires unevenly worn and needed to be replaced to prevent further damage, 2 weighted wheel balance rings were missing and required for safe operation, the windshield needed to be replaced since there was the start of spidering evident, and the antenna pole and base.
I immediately called the dealership and spoke with the salesman and the sales manager. I was told to bring the car in on Monday to get the necessary repairs performed to make the vehicle safe. I was also getting a rental. I brought the car in on Monday and got a rental. Later that evening, I hadn't received a call like promised, so I called the service department. I was told that the tires were fine and the windshield was safe. Those wouldn't be replaced, but everything else would be fixed. They promised to have it ready on Tuesday (May 1st).
It is now Thursday (May 3) and I am still in the rental. I faxed a 2 page letter to the general manager expressing my concerns. I also informed him that I was going to file a complaint with the BBB and Attorney General's Office if a mutual agreement could not be reached. I also left a message for him to call me. Nope, never got the call! They had "dropped the ball" per the service manager that did call shortly after receiving my fax. They failed to order the part efficiently. Well, before finding that out, I had already contacted the Toyota dealer that they used for parts. I was already told by them that Pinnacle Nissan had not placed an order for those parts. Not really surprised though!!! Nonetheless, I will await the call tomorrow (Friday 5/4) to pick up my Prius with chips in the windshield and damaged tires that I illegally paid an additional $297 for.
In the meantime, I did file complaints with the following: The Better Business Bureau of Arizona, Arizona Attorney General, Nissan Corporation, and consumer complaints. I will also continue to look for any other agencies that are willing to listen, and any websites that I can post a notice on.
Connie
Apache Junction, Arizona
U.S.A.
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