I am extremely disappointed with my experience at Mossy Nissan, especially because I was given…read morecompletely different expectations by management before I came into the dealership.
I originally spoke with Shawn, one of the managers, regarding an issue with my Nissan Altima key fob. I specifically asked him whether he was able to contact the company and see if there was any grace period, coverage, or assistance for replacing it. Shawn responded directly to me in writing, "Yes we will help you out."
During that same conversation, Shawn began discussing the possibility of me trading in my Altima for a new Rogue. I told him upfront that I still owed approximately $19,844 on my vehicle and asked whether the trade would fully cover my payoff. I was then sent several financing options and was specifically told, "And your car will be paid off."
I was quoted options including 0 down, GAP insurance, taxes and licensing, and was told the deal was for a 2026 Nissan Rogue SV priced at $32,645. I was also told this was an "incredible deal" and that they were making sure I received a great deal as a loyal customer.
Once I actually came into the dealership and the trade numbers were presented, however, the deal was not what I had understood from our conversation and it did not make financial sense for me. I therefore decided not to move forward with trading in my vehicle.
That is when the experience completely changed.
Juan Bolanos was rude and appeared visibly irritated that I was no longer moving forward with the trade. I should be able to review the numbers on a $30,000+ vehicle and decide that I am not comfortable with the deal without being treated poorly because I said no.
Since I was not moving forward with the trade, I asked about the key fob assistance that Shawn had already promised me before I ever came in.
Shawn was apparently off for the weekend, so I spoke with another manager whose name I unfortunately did not get. I believe it was raj or ray. He told me he had been with the dealership for over 30 years. I explained that Shawn, his co-manager, had specifically told me in writing that they would help me with the key fob.
Instead of trying to honor what another manager had told a customer, he told me that he did not know what Shawn said or why Shawn said it. He said he could give me a discount on the key fob, but that I was not getting it for free.
I explained again that I had the text messages showing exactly what Shawn told me. His response was essentially that unless Shawn wanted to personally buy the key fob for me as a gift, I was not getting it.
I found that response extremely dismissive and unprofessional.
What bothers me the most is the difference in how I was treated before and after I declined the trade. While they believed I was purchasing a new vehicle, everyone was extremely friendly, accommodating, and eager to help. Once I decided the numbers did not work for me, the attitude changed and suddenly the assistance that I had already been promised regarding my existing Nissan was no longer being honored.
I did not ask Shawn to make a promise he could not keep. Their own manager voluntarily told me, in writing, that they would help me.
A customer should not have to purchase another vehicle in order to receive respectful customer service or for management to stand behind what another manager has told them.
I am attaching screenshots of my conversation with Shawn so there is no confusion regarding what I was told. The screenshots show him telling me directly that they would help me with the key fob, as well as the representations made to me regarding my vehicle being paid off and the financing options for the Rogue.
I came in as a returning Nissan customer and left feeling pressured, dismissed, and extremely disappointed.
