Norris Nissan

.

The service department is top notch. They get you in and out quickly and even wash your car for you. The vehicle is always clean and the service is done properly.

I decided I needed a new car. I did my research online and thought I would investigate a Nissan Versa. I discovered Norris Nissan West through the car buying service at my bank. I provided the bank with the car details from my research and received pre-approval on the car loan. The bank allowed my to contact three area Nissan dealers with my interest in the Versa.



Richard Rosenberger at Norris Nissan was the first to respond. I found him assertive and respectful, not pushy. I made an appointment to test drive the car. Richard was very busy the day of my visit, but remained attentive to me very consistently. Following the test drive and the excellent care from Richard, I was convinced that purchasing the Versa from Norris was the right thing to do. (A+ to Richard)



As I said, the dealership was busy that day (April 20) so I had to wait quite a while to meet with the Finance Manager Riley Thompson. The waiting area was comfortable and they had snacks and an awesome coffee machine, so it didn't seem too bad. (Riley was not particularly focused on my sale, forgetting to collect my down payment until I reminded him, so he only gets a C on the sale date)



I realized after I left the dealership in my new car that I had left a CD in the player of my trade-in. I called Richard to ask if he could retrieve it. He called on Monday with two pieces of good news. First he had my CD and second they realized that because of USAA connection they had actually overcharged me for the vehicle. He asked if I could return to the dealership to sign a new contract for the revised amount. It was a price reduction so I agreed eagerly to return on Thursday to pick up the CD and sign the papers. (Again A for Richard)



I contacted my bank after I signed the new papers to let them know that there was going to be a change in the loan amount. Unfortunately because of the pre-approval my loan was already processed and Norris already had their money. The options were to have Norris refund the entire amount to the bank and restart the loan process or to have Norris refund the difference directly to me. The second seemed the easier option for everyone. I was wrong apparently.



While Norris had their money in about 48 hours it took a month (until May 20th) for me to get my refund. It took phones calls that were not returned, emails, poor communication from Mr. Thompson and so on. Mr. Thompson only seemed responsive when I included Richard on my email communications. Then he said I should communicate with him directly. I had tried that and it didn't work. In two of our conversations Mr. Thompson said that "they" were waiting on documentation from the bank saying that I had authorized that the check be sent to me. After the first call, I immediately called the bank and asked them to add my authorization to my record. Within ten minutes, I called Mr. Thompson, got his voice mail, and told them that the bank had my authorization. After a week, I called Mr. Thompson again. Again he said they were waiting for the documentation. Now when someone says they are waiting for something, like for the coffee to brew, I think it is reasonable to assume that they started the coffee maker. Again I assumed incorrectly. I called the bank to find out what the status of the documentation request. No request had ever been made. (F for Riley now)



Fortunately for me, the customer service at my bank is wonderful. My loan rep asked me to stay on hold while she called Norris Nissan. She took names, got them to state what they wanted and had the documents to them immediately. When she came back on the line with me she said they were definitely doing things the hard way and it seemed to her, purposely making my life difficult.



Shortly after that call to the bank Mr. Thompson called me, with quite a bit of attitude in his voice, about how I must have raised a fuss with the bank and that he would have my check shortly so I could come a pick it up. Norris Nissan is not particularly close to my house and I had already been there twice. So I said no, he was going to get the check, put it in an overnight delivery envelope and send me the tracking number. Finally my check was on the way.



It is a shame that such a positive sales experience and financing that couldn't have been easier for them ended with me jumping through hoops to get a refund for a mistake that they admitted making.

We had used them one other time and purchased our previous car. I have an outstanding experience with them. I like their service, as their service department is really really good. They are very professional. They always offer you a little bit of a discount. They get the work done on time and they explain what is going on with the work. In some cases if you go in saying you need something and they find out that you do not they tell you you do not and they do not try to sell you something you do not need. They are extremely competitive regarding price and they are extremely flexible on financing. There is always a deal that Nissan is having. They are very responsive to any issue that you may have. They followed up and called back a couple of times on some other things we were having done to the car, extra cost items that they were going to do and they called up to make sure that we were satisfied that they were done correctly. They asked us for feed backs and called us back if this did not work out. It has been just a very professional experience. They are good people to do business with.

I called the day before and then dropped of my car that Friday evening. They informed me that I could expect to be called somewhat early in the morning, and asked if that was okay. The usually have loaner cars, but none were available at this time, so I waited at a nearby restaurant for my wife. They called in the morning with a courtesy call to ensure that the services I wanted were being completed, and I agreed. I picked up my vehicle before noon, and was on my way quickly. They advertise a car wash with every service, but I did not see evidence of a wash, and did not press the issue.