Complaint Review: Pinnacle Nissan - Scottsdale Arizona

I felt it was in the best interest of Ripoff Report viewers to alert you to the poor customer service that I received when purchasing a used vehicle at Pinnacle Nissan. In early December, I visited the dealership and expressed interest in purchasing a 2003 Volkswagen convertible New Beetle that had several damage issues: significant dents along the exterior floorboards on both sides of the car, a nicked outer door handle, and a broken interior door handle. Several salesmen were involved in the sale and tried to hard sell me the car by verbally saying they would fix everything I had noticed wrong if I would buy immediately. I agreed and purchased the car. What I didnt realize is the dealership failed to provide a work order guaranteeing that they would complete the damage repair. I signed dozens of papers shortly before the dealership was closing for the day and assumed the damage repair guarantee was included.

Through a bad timing coincidence, the dealership went through rapid change just days after I purchased the car. The manager who had verbally promised to me and his sales staff that the damages would be taken care of was dismissed, several other people involved in the transaction of my car were fired, and a new general manager named Alex Estay from Vegas arrived to take over the dealership. Weeks went by when I called and spoke to eight different people without any results. Finally, I went in person and entered directly into Alex Estays office. He told me his dealership didnt work that way and I couldnt speak to him without an appointment. He made me leave his office and sit at a desk in the main dealership area, where he proceeded to yell at me, saying, Lady, this is the 21st century. You need to show me your paperwork. I told him I was incredulous that he was shouting at me in front of other customers, and explained that his staff had verbally promised me the repairs and he had to uphold what was promised to me. He said if that was the case he would call them over and fire them on the spot. When the terrified salesmen came over and supported what I had said, he yelled at them as well. I defended them and he shouted at me, Dont tell me how to run my business. He then succumbed and verified he would fix the damages as promised.

I brought the car into the dealership assuming the repairs would be made, but I was told to pick up the car at the end of the day, as a quote would need to be prepared. Several more weeks went by as I waited for an answer. Finally they told me the repairs were so expensive that they would have to charge me $396 for them to be completed. I knew that I would have to sue them in order for them to comply, so I accepted the poor arrangement. The only bright side of this tale is a man named Mike Rios provided quality control for the repairs. When the car was first returned, it was not in satisfactory shape, so he sent it back. He also had the repairmen fix the drivers door which swung open without stopping on its hinges, since the hinge was snapped off. Although he had to charge me an additional $400, I knew it was a good price for this work and I was appreciative that he took care of it at the same time.

The repairs to the car are now complete after I paid nearly $800 and $183 in car rental fees, for a total cost of nearly $1,000. I urge you not to consider this dealership when purchasing a used vehicle. You do not want to be treated by Alex Estay as I was or witness his crass rudeness towards his sales team.