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Worst experience ever at Sutherland Nissan. My wife and I went there based on an LE Murano they had listed at $20,000.

I had emailed them prev asking an out the door price with a $5,000 trade and was told around $17,400 so i listed this as our 1st stop on our car search. We get there and a sales rep walks up to us and I ask if they still have the LE Murano and was told no they didn't have any used LE models available. He proceeded to show us the 3 used ones they did have and we test drove a 2013 SL model and proceeded to go inside to see if we could work the numbers so we could buy it. We were adamant about what we wanted for a payment and terms of 48 months and we will not budge on this point.

The price online for this SL was $21,988 and they brought the price down to $19,100 and gave us $5,000 for our trade and proceeded to sign all there forms and signed over my title. Then the incredible happened the internet sales guy Matthew Kimmel comes over and asks why we didn't want the LE Murano that he priced for us. I explained we were told it was no longer available. He then proceeds to tell us that the prev rep is upset with us and that we are trying to scam them!!!!

What the... I cannot believe where this is going. I explain again the LE is not here we have already processed paperwork for this SL model He says the numbers are wrong unless we wanted to agree to longer terms. I asked for the manager which after 5-10 min I had to get up walk over 30 ft to where the manager was and have him come over.

Instantly this Matthew comes back over and sits in. I explained this whole thing to the manager and how we were accused of trying to scam them. He says let me see about this and what we can do. They both get up and come back several minutes later.

He says why didn't you want to buy this LE model?? he brings up there website which shows the listed LE model and it turns out it is listed incorrectly as an LE (most likely by this internet sales rep Matthew) and proceed to not say were sorry about how we treated you or there incorrect listing instead blame us for not looking at the picture as we should have noticed it didn't look like an LE!! yeah right like I am an expert I relied on them for that. then the manager says we will help you out we will sell you the SL model at our cost.

I am thinking ok they are finally going to make good on the price agreed and the *** they just put me and my wife through. Our cost is $23,983.00...... I am now in utter disbelief and explain it is listed on there web site for $21,988 and was just offered to have it reduced to 19,100. oh and I forgot to mention thru this whole thing we had asked several times to bring back the other 2 reps only to be told they could not find them.

Needless to say we left after being embarrassed, humiliated and treated like dirt. STAY AWAY FROM THIS DEALERSHIP THEY DONT CARE ABOUT THERE CUSTOMERS AT ALL AND AS A 3 TIME NISSAN VEHICLE OWNER EXPECT TO BE TREATED BETTER.

Reason of review: Poor customer service.

Monetary Loss: $19100.

Preferred solution: formal apology, disiplinary action for internet sales manager Matthew Kimmel, all the contracts and forms we signed and photo ids back..

Location: Orlando, Florida

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