Our car buying experience at AutoNation Honda 104 in Westminster, CO on September 20, 2015 has been a nightmare. Our salesman, Jay, found the car I wanted right away, 2007 Nissan Murano, which had just been brought in. It had not even been there long enough for an inspection. I test drove it, enjoyed the power behind the engine, and sat down to sign the paperwork. My husband got off work and we finished the trade, before we signed anything, we were assured that all safety issues would be taken care of by their mechanics. We also purchased the extended warranty, since this is to be our family car for the next 5-10 years. When I realized all the work that needed done (just on the drive home there was rattling and squeaking), I tried to return it under my 3 day/150 mile warranty... Tim Murphy directly talked me out of it, smiled big to my face and "PROMISED", oh, how he promised I would have a safe car to drive. Well it is two months later, we have taken our car in 6 or 7 times now, most times getting our car back with no work done at all. We first noticed the brakes were squeaking, the back hatch didn't open, the a/c didnt work, and something was rattling everytime we hit a small bump or inconsistency in the road. They did a safety inspection only, but still had the car all day. They told us nothing about any major issues or anything needed maintenece. A couple days later we came back and dropped off our new car all day. We got a not-so-detailed detail and car wash. A week later we came back in and got brakes and a/c done. We asked repeatedly that they change the three nearly bald tires, since the Murano is an AWD vehicle, but both service and sales refused to acknowledge this as an issue. I went as far as to call a sales manager and Rick told me he was "not a mechanic" and therfore was "not sure AWD cars need all 4 tires changed at once". Either he is playing dumb (and doing an excellent job, I might add) or has no knowledge of the product of his industry. We went and spent $1000 of our own money getting our tires replaced so that our NEW car would not need more serious maintenence in the near future. Our mechanic at Les Schwab said our CV joint was cracked and leaking fluid and grease, our suspension was broken and the tires needed replaced. We came back again because there was still a serious rattling and the brakes they had just replaced were still squeaking. We had to remind them at this point to add fluids which were missing, even after their "safety inspection". Our oil, coolant and brake fluids were all low. Each time we went, they would not talk to us about what was going on with our vehicles, and I was even denied a print out of work done once, the excuse being to wait until all work was done and it would be emailed (it was not). They have denied me all but one measly, incomplete report of work done. At this point I asked my husband to intervene, since I had been met again and again with roadblocks. He went in and was told the sales department had approved the work we were asking for. We made another appointment. We brought it in again, getting a rental car and knowing it would be about a week. We brought up the blinking air bag light which had been on since we first got it, I guess air bags are not a safety issue to AutoNation Honda and are apparently not worth checking before a car is released. The week went by and we returned to pick up our car. The back hatch was working, the rattling had stopped and we were assured the brakes were just new and would stop squeaking. Upon closer inspection of the work orders, it is obvious that the airbags were checked but not fixed, and were never mentioned by Maia, the service manager in charge of our car. I talked to Myra at Honda and Brandon at Nissan who both said the Nissan technicians suggested the fix and were denied by Maia. We finally had to take it to Nissan on our own and got the airbags fixed. We are still due to get our C/Vs fixed. Already the brakes need replacing, despite claims that they were done. My husband and I called and called, our calls and messages were ignored. Finally I went in in a rage, spoke to Rick (yes, doesnt-know-about-AWD-cars Rick) who played the game of "oh, I am not directly familiar with your situation...tell me about it..." despite my having spoken with him before a few times. Finally Tim Murphy called us back, told my husband they owed us nothing. Sales managers have been unhelpful and stubborn, and the owner is only concerned with his own profit, not the safety of the cars sold at his establishment. They put on a show when I send in my man, but as a woman, getting help here is IMPOSSIBLE. I will not reccomend this place to anyone and will discourage anyone who asks about my buying experience. I will not be bringing my car here ever again and hope to never have to set foot in AutoNation Honda 104 ever again. They have sold me a deathtrap, made my life extrememly stressful and complicated, lost us wages from my husband's Uber driving and have given us more problems than we had with our last car. Please, don't go here.
Ella Upton
Dec 12, 2015
