High Park Nissan

I recently purchased a used Nissan from this dealership. My first impression was that the location was neat and professional. I hoped that I would get a quality vehicle and receive good customer service, since I am buying directly from the Nissan dealership, and not some curbside used car lot. I figured the dealership would charge a bit more, but decided it was worth the security of buying a Nissan from Nissan Canada.
I’ve been driving the car for 2 months now, and I’m very satisfied with my vehicle. The reason why this review is only three stars is because of the customer service.
I inspected the car, took it for a test drive, and decided I would take it. I asked them the usual questions; clean Carfax report, e-​test passed, full tank of gas, a second set of keys, etc. Yes, yes, yes, they promised, of course.
When I came to pay for the car and take it home, they told me it wasn’t ready. Seeing as how I confirmed earlier that day that I was coming, this really got me angry. Apparently, the car *hadn’t* been e-​tested yet, but they would do it the next morning. We agreed that I would pay for the car, and they would deliver it to my home tomorrow. Okay, they screwed up, but they made it right. Fine.
Prior to the delivery, I reminded them about the second set of keys in an email. (I forgot to mention the full tank of gas, so that didn’t happen. I let it slide.)
The delivery guy showed up, with only one set of keys. Well, it’s not like I’m going to make him deliver the car again. I call my sales associate, and he assures me if he cannot locate the original second set, that he would make me a new set. Okay, good enough.
Time passed. I called and left messages, I emailed to remind him he still owed me keys. Eventually I got him on the phone, and I let him know how upset I was that he was avoiding me. Apparently there’s «no money in the deal» and that I can’t hold him to a «verbal contract.» It would cost me at least a couple hundred dollars out of pocket to make the keys myself, so I was very vexed.
I push him to find a solution, because I’m not taking no for an answer. It didn’t matter to me if they lost money on the deal (even though I doubt it is true) because that was what we shook hands on. I start to get everything in emails instead of verbally in preparation for taking matters to small claims court.
Lucky for me, they had a change of management and the new manager saw things my way. I am not pleased with the amount of strife I had to go through. But, in the end, they made me my extra set of keys at no charge. And, the used car itself runs great.
So, lesson learned. A major international chain doesn’t mean they won’t just tell you everything you want to hear to make a sale. Verify everything with your own eyes, and ask for proof if they tell you something’s been done.