Byerly Nissan

Worked with Bob Steffan on a “New” 2020 Rogue on Wednesday. Asked for a purchase order for review. I made sure to state that it needed to reflect a down payment and be signed in order to complete financing. Purchase order was sent incorrectly. Informed purchase order was missing information and then I was sent an email with nothing attached. Finally on the third try, Bob was able to complete the simple task of sending a purchase order. On Thursday, after reviewing the purchase order and looking over my pricing tools. I made an offer on the vehicle. I was replied back to with a simple, “I can’t do that.” Which is apparently Bob’s catchphrase. On Friday, I explained that the car was being sold at $1,000 over NADA value and was about to depreciate significantly since we are weeks away from 2021. I made another offer. Bob stated that he could show me “some 2021 Rogue’s that would lose value as soon as I drove them off the lot.” (Not sure if that was supposed to be a good negotiation tactic.) After making a third offer, Bob stated that I already had a purchase order for sticker price. I had to explain to Bob that what I was doing is called negotiating. Never thought I’d have to explain that to a car salesman. After Bob realized we were negotiating, he talked to his sales manager and came back with an offer $76 below sticker price. He sent me that purchase order, after a few more failed attempts. I liked the car enough to put up with the absolute mess of a customer service experience this was turning out to be so I told him I’d take it. I explained to Bob that I would need the purchase order by that afternoon in order to complete financing. Keeping up with the same level of customer service I’d received so far, the purchase order was sent after the credit union closed. Saturday Bob called to ask what time I’d be by to pick up the car. I told him. He said that was fine. I sent over my license and proof of insurance at his request to speed up the process. I got a call a few hours later stating that the vehicle I was buying was not available but they had others I could look at. I was told that the vehicle I was purchasing was being driven by the general manager for personal use. It had been off the lot since before I started looking at it, however Bob had no idea. The general manager couldn’t come back because she lives far away and was busy driving around her grandchildren in the car. It also now had 2,127 miles on it even though it was advertised as 4 miles and multiple purchase orders had 4 miles listed. Come to find out the car is a demo car, used for test drives and the general manager’s errands and family trips. It was advertised as New with 4 miles when it was actually Used Demo with almost 2,500 miles. Finding out all that after them not being willing to negotiate at all was icing on the cake. I spoke with the sales manager, Brian Hultz who was incredibly rude. His exact words were, “Well what do you want me to do about it?” When I said I wanted a discounted price on the vehicle and to pick it up today as promised he responded, “Well I can tell you right now that neither of those are going to happen.” Brian called the general manager and she “generously” agreed to $500 off the already overpriced vehicle, still leaving it above NADA value. But was not going to bring it back today. She said I could pick it up Monday when she was done with it. Brian said they would “do me the favor” of putting gas in it and having it cleaned. I would sure hope so considering the general manager is out driving it with her family in the middle of a pandemic. The customer service, if you can even call it that, was atrocious. I wanted this vehicle, had financing, was a motivated buyer, and tried to work with the staff to get this vehicle off their lot. I truly felt that they would do ANYTHING to NOT make this sale happen. I guess the general manager didn’t want to have to give up her free car. I ended up walking away to go literally anywhere else that had a sales staff that enjoyed making sales.