Marvin sent a message to Michael J. Jackson – Chief Executive Officer of AutoNation Inc. – Email Address that said:
We recently attempted to purchase a used Nissan
Maxima from your Brandon Nissan store. My son
Johnathan Moore while in the process of purchasing
his first car was subjected to a life event in poor
customer service. Keep in mind I purchased a used
vehicle in your Toyota store in Clearwater a few weeks prior and was delighted with the staff and attention to detail in the
quality of service provided by the staff,
To start with we visited your store and were told
the store would be closing soon so we would have to leave the lot. We witnessed others coming to the
store and not getting the same greeting we were disappointed. At the time I think it was Christmas eve we decided this was the unfriendliest car lot we had encountered in all of our travels within a range of over 100 mile radius from our home in Brandon we didn't feel like they cared about their customers,
I felt like with competitors in the area they could be struggling because of a lack of passion for excellence and care for the customer.
We left and thought we would never be able to shop their because of an uncaring attitude. We were looking at a Maxima and wanted to buy it close to home where we could get local service. Keep in mind the last new vehicle we purchased was a Nissan Armada for my wife which we purchased from courtesy Nissan in Tampa. To make a long story short we found the car of my sons dream at your lot in Brandon. My son a recent college graduate put a $5000 down payment on a 2013 Nissan Maxima. The car had unsafe tires on the front of the vehicle and no cover on the brake pedal. We signed the contract with the only request
that we get two new front tires and a cover for the brake pedal. The agreement was sealed. We were told the car would be ready on the Monday after the Saturday purchase at 5 pm. We came to pick up the car and after careful inspection saw where there was only one tire replaced and one of the bad tires from the front was rotated to the rear of the car. We took the service manager with us on the test drive and now the car not only pulsated from the out of round tire on the right rear but the car almost ran off of the road as it steered violently to the right. This car was unsafe and unable to hold the road. Local management told they would let us know if they could afford to fix the car otherwise the deal was off. Efforts were not made to correct the problems as my on returned the next day the car had not been touched. They kept saying were are losing money on this car. The car had been on your lot for 79 days. I just wanted a safe car. Your Team lacked the ability to assure us they would get the car in safe condition. My son canceled the contract as we felt cheated by your company. The cover for the brake pedal was on in the ashtray of the car instead of on the brake pedal. The dealership replaced one tire instead of two tires. there was a new chip in the windshield. And the only attempt at apology was by the finance manager who handled the deal was remorseful when I called in after a week and asked when my sons five thousand dollars would be credited to the account. Everyone just said well if you don't want it get your money back. I am disappointed in AutoNation and as a resident of Florida 10 years in South Florida back when your company first formed and 20 years the Tampa Market. I felt like your company stood for quality. I recently had my boss purchase a new vehicle from Auto Nation. I am in the market for a new vehicle for my wife, My son and myself feel cheated and that your dealership intentionally did things to discouraged us from buying the car as it is now posted in the internet 3000 higher then our sale price. Dont contracts matter? Doesn't quality matter. It would not seem so from our recent attempt to purchase a car from your dealership.
Thanks,
Marvin Moore on behalf of my son Johnathan Moore
