Nissan 46 — Attraction in Totowa

I purchased a vehicle from here on Memorial Day 2024. I've sat on my thoughts about this place for a little while, but now I feel I want to put this in writing as the whole process has not sat well with me and I do regret going through with the purchase from this dealership. This place will try, at every step of the way, through unsavory methods, to squeeze every possible dollar out of you. I was looking at a vehicle that was advertised online as $26995. I contacted the dealership through the website to check availability and they confirmed the vehcile was available and that their price was $26995 (I still have the email to prove this). I then went to the dealership and spoke with a sales rep who informed me that the price listed and given in the email was not correct and the actual price was about $4000 over that because of their Nissan CPO package (footnote here for later, I swear the term bumper-to-bumper was used to describe this CPO package at some point, but more on that later). I asked if I could get it without that package and they told me it wasn't possible. When I asked why they advertise the vehicle at that price when it’s not the price, I was only met with some vague nonsense. So, after a lot of back and forth negotiations we finally met somewhere in the middle and I agreed to move forward. This is when the finance agent informed me that the 7yr/100k mile CPO warranty that increased the price of the vehicle by $4000 was pretty much worthless and didn’t cover anything but the engine and drivetrain which is rock-solid on these vehicles and will never have problems. Not bumper-to-bumper as I thought I was told before. And I would be a fool if I didn't also get their CPO-WRAP service plus plan, as it covers the censors and electronics which is where the problems are on these vehicles apparently. He would not let me say no here, asked me what’s an extra $20 a month on the payment, that’s nothing…etc. The more I think about this part, the more I get frustrated that I eventually agreed to this service plus plan. That’s on me, I know. But I just want to let you, the reader, know that they will push you hard on this and make saying no almost impossible. And then buying process aside, this place just felt very disorganized. Numerous times I was told to go wait somewhere and then seemingly forgotten about. There was confusion about my plates and registration. I was told they were ready and to come pick them up, but when I went to do so, was told they couldn’t release them to me because they were still waiting for something on my trade in. After that was sorted and I finally got my plates weeks later, I was told to go wait outside and the rep would come install them, but he apparently forgot, never came outside and I ended up just leaving after 15 minutes of waiting. And I don’t plan on ever returning to this dealership and recommend you...

Attn: General Manager

Subject: Formal Complaint Regarding Unsatisfactory Customer Experience

Dear General Manager,

I am writing to express my extreme dissatisfaction and disappointment with the appalling experience my family and I encountered at Route 46 Nissan on our visit to inquire about the 2022 Jeep Compass Latitude. As a customer who traveled over two hours from Pennsylvania with a cashier's check in hand, I feel deeply misled and disrespected by the actions of your staff, which reflects poorly on your dealership’s integrity and professionalism.

Prior to making the trip, my daughter spoke with your salesperson, Kristen Burns, to confirm details about the vehicle. At no point were we informed that your dealership does not accept cashier’s checks and requires financing through your own system. Had this critical piece of information been disclosed, we would have never made the trip. Upon arrival, we were told by Robert that our cashier’s check would not be accepted, a fact that was conveniently omitted during prior communications.

To make matters worse, Robert walked away from us mid-conversation, leaving us with the manager, Schuyler Miller. Mr. Miller not only failed to provide a resolution but outright lied to us. He claimed that the vehicle needed to be checked to ensure it was safe and drivable and assured us that we would have “first dibs” on the car if we financed through your dealership. However, we later discovered that the car was sold on Saturday—despite his assurances and the fact that we were ready and willing to make the purchase.

The suggestion that we could “finance something” in order to secure the vehicle felt deceptive and predatory. My family and I were prepared to pay in full, and your team’s insistence on unnecessary financing is both unprofessional and unethical.

This experience was not only inconvenient but deeply frustrating. The lack of transparency and honesty, coupled with the dismissive and dishonest behavior of your staff, has left us feeling betrayed. This trip cost us time, energy, and trust in your dealership.

You owe a formal apology and an explanation for this unacceptable behavior. Additionally, I urge your dealership to address the glaring lack of communication and integrity demonstrated by your staff to ensure that other customers do not face similar treatment.

If there were any way I could give a negative star I would.

I expected more...

I am writing to file a formal complaint regarding the utterly unacceptable service I received at your dealership. I made an appointment two days in advance to view a specific Nissan Leaf. To confirm everything was in order, I called the dealership two hours before my scheduled time and was explicitly told the car was available and my appointment was confirmed. The lengths I went to for this appointment are frankly absurd. I traveled all the way from New York to New Jersey, which involved a bus trip, being dropped off on the side of a highway, and then walking for thirty minutes just to get to your location on time. When I arrived, my frustration only grew. I was forced to wait for over twenty minutes past my appointment time with no one offering an explanation or even an apology. Finally, the owner himself came to speak with me, only to deliver the news that the car I had gone through so much trouble to see had been sold that very morning. This is completely unacceptable. Why was I told just a couple of hours earlier that the car was there and my appointment was confirmed if it was already gone? It is a colossal waste of my time, money, and effort. What I found most insulting was the owner’s attitude. He never once offered a sincere apology. Instead of taking responsibility for his dealership’s clear failure to manage its inventory and appointments, he chose to blame the "marketing people" for the mix-up. This is a weak excuse and shows a complete lack of accountability. As the owner, he is responsible for his staff and the information they provide to customers. Passing the blame is unprofessional and a demonstration of how little he values a customer's time. The entire experience was a disaster from beginning to end, and it reflects extremely poorly on your dealership. The lack of communication, the blatant disregard for my time, and the owner’s dismissive attitude are not what one should expect from a business. I have wasted an entire afternoon, not to mention the cost of travel, because of your dealership’s incompetence. I expect a response and some form of resolution regarding this matter. A business that operates this way should not be trusted...