Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:11/08/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We had to bring our 2015 ****** Murano to you in March because Progressive told us to. You did a really bad job. I pointed out the difference in the paint at the time of pickup, the blonde man that was in a TV commercial gave me some BS about trying to make it match. When I opened the hood, there was a set of Vice Grips holding the hood shock together, when I closed it, it scratched the new fender, excuse me, the old fender that you painted to match. You told me they were the old shocks and you put them on the new hood, wrong, it was a used hood with old shocks, my old shocks were in better condition,I never had to use vice grips to hold up the hood. When I shut the door, the trim fell on the ground, you took it to the back and glued it on. Glued it on. Glue. Now, after all that we were so upset with you and Progressive that we didn't go back and tell you that the mirrors don't work anymore. We just assumed you didn't have a Quality Control person to check on these things, or you just didn't know what you were doing. Either way, we would be the one in the wrong. Now today, we took it in for an oil change, and the mechanic showed us that our air filter intake duct was never put back on, it had been breathing out of the engine compartment instead of the fender well. I called to ask if you still had my air duct and the woman asked me to just bring it back, I said I would when we get back from out of town, and beware, I am furious about the lack of professionalism and craftsmanship. I told her I would call ahead and let her know the A**** was on his way. ****, If you remember, I called on a Thursday to get the car that Friday, you said they were trying to get rid of the "codes" and would be ready Friday, I said, no rush, take your time, I need it done right. I said I would pick it up on Monday. When I arrived Monday, they were still fighting the codes, and then all the other things happened, vice grips, trim falling off the door, paint mismatch, etc.

  Business Response

  Date: 11/28/2023

  In response to the complaint made by ************ on his 2015 ****** Murano, we are working with him on resolving these issues.  We did apologize for the vice grips we accidentally left under his hood. They were used to hold the hood up from the time the vehicle entered the shop due to bad shocks. We were able to price match and replace his hood with an OEM one which did not come with shocks, however his insurance company agreed to let us replace them after the customer was upset.  We also got approval from the insurance company to blend the paint so it would match. We are here to make ************ happy and hoping we have restored our relationship. We do value our customers.
  

  
  Thank you.