On May 16, 2011, I brought my parents to OC Nissan of Garden Grove to help them look for a used car. We test drove a 2009 red Nissan Altima with 50, 150 miles on it and my Dad liked it. I negotiated with Kaylee Tran and Mark Kongchan on terms and pricing. We finally settled a price, Mark confirmed that for this price they would replace broken hub caps, detail, provide a free 1 year oil change service, and make this car Certified Pre-Owned which will extend the warranty from the original manufacturer’s warranty of 60, 000 miles to 100, 000 miles.

When the deal was settled, I went to sign paperwork and asked Andy (Finance) regarding my Certified Pre-Owned warranty and what was covered, he didn’t answer directly about it, instead he tried to up sell me extended warranty coverage. Amidst all the overwhelming paperwork and signing process, I left without noticing that they did not provide me a Certified Pre-Owned paperwork to sign. Thus, I returned on May 21, 2011 to request for a detailed list of covered items under the Certified Pre-Owned warranty and my proper documentation. Kaylee and Mark said Nissan does not have any of that type of documentation available to customers; they only go by VIN # when warranty service is needed. I firmly requested once more that I needed that type of documentation, because verbal warranty is unheard of. Mark and Kaylee then said they will call their Headquarter office to request Certified Pre-Owned brochures and will contact me for pick up or mail it to me by May 24 or 25.

On May 25, 2011, my father took the car for alignment service at OC Nissan of Garden Grove and checked with the service department if the dealer’s system noted this car is Certified Pre-Owned. To our surprise, this car never was Certified Pre-Owned as Mark and Kaylee have agreed based upon our negotiated terms. I then emailed Kaylee on May 26 to notify her of such information that I’ve learned. When she was back in the office on May 27, 2011, I called her in the morning to notify her of the warranty issue and asked if she had mailed me the brochure. She quickly said she’ll check and will call me back and that the warranty brochure was mailed out to me on May 25-26. I waited until the end of the day, but there were neither emails nor phone calls. So on my way home from work on May 27 to speak with her directly about this issue and to raise my concern that this is unethical business practices. When I arrived the sales team said that Kaylee left early and Mark was suppose to meet me, but after waiting for 15-20 minutes, he was nowhere to be found. Finally, another sales rep said he’ll call Kaylee to find out what was going on so he could help me. After sometime, a Finance person said to follow him to his office to sign the Certified Pre-Owned paper that Andy did not provide during the initial contract signing stage. Today is June 4, 2011, and I have not seen the promised warranty brochure as Kaylee and Mark had stated they had mailed me.

I am very disappointed in poor customer service and extremely unethical business practices of this dealer. This not only made me lose faith in OC Nissan of Garden Grove, but it also made me doubt the practices of the Nissan brand and if I would ever refer friends and family to purchase from Nissan again.