I purchased a 2010 Nissan Armada that was a certified preowned From Trophy Nissan in Mesquite. Let me say for the record that the salesperson Cordell White was very friendly and professional and assisted us as much as possible with the terms of the sale.
my complaint is not with him, it's with the other individuals that my wife and I have had the pleasure to deal with. When we were ready to purchase, the Nissan Sales Manager touted the extended 84 mo warranty and their alleged "certified preowned inspection process. I know I shouldn't have taken their word on the "certified" part, and inspected the vehicle thoroughly on the premises but I thought I was dealing with people of integrity. Got home and found the spare tire missing.
I live in Irving, but drove over to the dealership the following weekend to discuss. After much delay in trying to find help from anyone, I approached Cordell White my salesperson, who in turn went into another room to discuss with a manger I presume. After some time, Cordell came out and I assisted him with pulling a spare from another vehicle and was sent me on my way. A week later, we found that the rear glass latch was broken and we could not open it.
I also noticed that the rear passenger light did not come on, but thought it was a lamp so I did not pay attention and thought that since I have the extended warranty with no deductible, this would surely be fixed when I took it to our local dealership in Irving. 2 weeks later I take my vehicle to Bankston Nissan in Irving to look at an alignment issue and found that this vehicle had a National safety recall from June 2010 for suspension links that had not been performed by Trophy or anyone else. The pre owned sales manager can't tell me that after I paid over 900 dollars for this "certification" that they made any effort to check even the most basic things before selling me the certification and the vehicle. And to make matters a little more frustrating, the lamp that I thought was burned out is actually broken and it would not be covered under warranty.
At the recommendation of Bankston Service Advisor, we called Trophy and asked to speak to the General Sales Manager. We were turned over to an Eric Shumaker who sounded alot like the "sales manager" we were introduced to when we didn't initially agree on the price of the Armada. He immediately went on the defensive and asked us why it took a month to find the brolen light and that I could either drive all the way over to Mesquite and they would fix it or I could pay the $60.00 retail and they would reimburse me with a check. His reasoning behind this decision was that Bankston was not in their "group".
Whatever happened to customer satisfaction and the desire to achieve that?, I'm not asking for the moon, I'm just asking for the vehicle to measure up to what they sold me as "certified". All I wanted was Eric Shumaker to do the right thing (he was the Manager we recieved when asked to speak to the General Sales Manager and all I got from him was a defensive condescending attitude about why did it take me a month to find the light. Honestly? I really thought it was a lamp and having the extended warranty would take care of that.
Never mind about not having a spare tire when sold, or the back window not being able to open, nor the alignment issue which was mentioned at the time of sale along with the tread wear on the tires and being told that the inspection would have found the tire issue and alignment and fixed them if it didn't meet "standard".
I'd like to know if this is Eric's idea of a certified vehicle and how would you feel if you'd brought yourself down and I sold you the same?
I don't know if I have any further recourse, but at the very least I will relate my experience to anyone who'll listen and who might be considering Trophy Nissan to visit.