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| - I purchased my 2014 Nissan Juke from your Tempe, AZ location on 3/15/15. It was my first purchase from Autonation and my first Nissan. I felt rushed by John Niehaus during the signing process and now I feel completely taken advantage of. John pitched the 'appearance protection' package to me like an oil change package. He said that whenever I see anything on the vehicle (scratch, paint chip, etc.), that I can bring it in for a 'touch up'. This was very appealing to me so I purchased the package for $759.00 (in addition to a dent protection plan for $280.00 that John Niehaus pitched to me the same way).
Imagine my shock and frustration when I make such an appointment and am told otherwise. When I scheduled this appointment with Leo earlier this month, I wanted to come in on a Saturday. Leo informed me that this type of body work must be completed during the week when the proper technicians are available. He also said it would take a while and that he would put me in a rental car for the day. So, I made arrangements to come into work late today (3/20/17) so that I could drive to Tempe and drop off my vehicle for service. Upon arrival, Leo needed reminding on who I was and why I was there (the frustration begins). After telling him my story again, he looked confused and tells me that he will have to pull my contract to see exactly what is covered (the frustration continues). Leo walks around the car with me as I point out specific areas that need to be addressed. He marks the spots but seems completely unconcerned and somewhat annoyed. I also remind him about the oil change and to check my breaks that started squeaking after my last oil change. He asks me if I will be waiting for the vehicle to be serviced, I remind him that he offered to put me in a rental car for the day (frustration overload). He shuffles me off to the cashier to get my rental and says he will call me later with the results.
I arrive at work and receive a call from Leo telling me that he cannot do anything about the exterior of my vehicle, that I need to call a third party to handle it. His tone is extremely annoyed and he asks if he should proceed with the oil change for $39.99, I say yes and remind him to check the breaks.
Long story short, John Niehaus deceived me with his presentation of the Appearance Protection ($759.00) and Dent Protection ($280.00) packages. Sure, you will tell me it is my fault for not reading the fine print, but we both know how this works - finance guys like to add on all the bells and whistles and will paint an amazing picture just to sell it and I fell for it - I realize this is most likely a common practice to increase your revenue, but I find it unacceptable and want a refund!!!
Your service department is one of the most disappointing I have ever encountered and I hope that truly bothers you. I hope you make it a mission to improve upon. As I stated in my opening remarks. This buying experience was my first with Autonation. At this point, I can assure you that it will be my last unless you can help to show me otherwise.
Thank you in advance for your help in this matter.
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