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:06/24/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  2/14/25 - Purchased 2023 Nissan Rogue from dealership. During sale, inquired about roof rail for cargo attachment, was told it could be installed later. Had sales associate confirm with parts department.3/19/25 - *********************** to schedule roof rail install, told that it is not possible. Parts manager offers to find roof rails and outside auto shop to complete install. (Emails attached)5/16/25 - Roof rails purchased from dealership for $622. Receipt states "used." Deliver car and roof rail assembly to auto shop and am told parts are missing. Contact dealership for missing parts and am told everything "should be" in box. Auto shop plans to find parts and reschedules install. (Receipt attached)6/16-6/20/25 - Auto shop is unable to find missing parts and proceeds with install to confirm. Drills holes in roof of car, installs roof rails, but notes that there are clips missing for the majority of the assembly. Provides pictures showing the difference between other roof rail assemblies online and the ones sold to me. (Pictures and receipt attached)6/20/25 - After confirming with the auto shop that the roof rail assembly sold to me was incomplete, I called a different Nissan dealership parts department in an effort to find a different assembly. The parts manager at that dealership informed me that it is explicitly forbidden to install roof rails on Nissan vehicles and that I should contact Nissan corporate.6/24/25 - Nissan corporate acknowledges my case and states that there is nothing they can do. They give the original dealership phone number and tell me to resolve it with them. I haven't heard back from them I would like for the dealership to refund me for the purchase of the used/incomplete roof rails, install, and multiple transportation costs that were incurred during this ordeal.Alternatively, I would like for the dealership to find the correct roof rail assembly, with all parts accounted for, so that I can have the roof rails properly installed.

  Business Response

  Date: 07/07/2025

  *** ********** of John Sisson Motors spoke with ***** **** regarding this complaint. A resolution has been reached by putting the proper roof rack on *****' vehicle at no cost.   
  

  Customer Answer

  Date: 07/09/2025

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  ***** ****

• Initial Complaint

  Date:05/23/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  On May 2, 2025, I test drove a vehicle and the check engine light came on. The salesman assured me it was something that they could fix. After discussing it, I told the salesman I would make a decision and come back tomorrow. He told me I could put $1000 to hold the vehicle until the next day. He said the $1000 was fully refundable if I decided to not purchase the vehicle. I used my debit card and placed the $1000 refundable deposit to hold the vehicle. Later that afternoon, I emailed and texted the salesperson that I decided not to purchase the vehicle. He texted that the refund would be processed on May 5, 2025 and it would take 7-10 business days to receive it. The $1000 was debited from my bank account on May 5th. On the 7th business day , I still had not received the refund. I emailed the salesperson and requested proof that the refund was processed but did not receive a response. On day 10, I emailed again and did not receive a response. On day 11 I called the salesman and he assured me "1000% the refund was processed". I called my bank to see if the refund was pending and was told it was not. We are now on the 14th business day (May 23, 2025) and my bank shows no pending credits to my account.

  Business Response

  Date: 05/25/2025

  *** ********** of **** Sisson has confirmed that he will be contacting **** ******** to discuss this complaint. The refund for **** is currently in process and *** will ensure that he receives it. 
  

  Customer Answer

  Date: 05/29/2025

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  **** ********

• Initial Complaint

  Date:04/26/2025

  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.

  Purchased 2023 Nissan rogue in March of 2024 approx 63 miles when purchased.. beginning Sept of 2024 the information system started to have problems, black out, no longer work while driving. Brought vehicle in for oil change and to have issue looked at in October of 2024, waited 5 hours for them to ***** problem, was told in writing that the entire system needed replaced and that it would be ordered and would be delivered in a couple weeks, it is now almost May of 2025, still having problems and the issue has not been resolved. I have been given no less than 6 different explanations, was told it was patched at one time only to find out that was also a lie, now I am being told it wont be until at least July if 2025!! My warranty is almost up and I cant even get a response to my 6 different requests via in person, phone messages and emails to get information on an extended warranty.. I want my vehicle repaired and I want them to provide me an extended warranty at their expense ( due to these consistent requests being ignored and repairs not provided)

  Business Response

  Date: 04/28/2025

  *** ********** of John Sisson Motors has confirmed that the dealership currently has a case open for ******* ****** with Nissan and are waiting on an update for this vehicle that won't be out until June. The Service Manager for John Sisson Motors has spoken with ******* ******. The dealership also would cover this repair even if ********* warranty becomes expired as the dealership knows that she has had a recurring issue. The Service Manager will reach out to reiterate this to *******. Unfortunately, John Sisson Motors can only do what Nissan is telling us or recommending us to do at this point. 
  
  

  Customer Answer

  Date: 05/11/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  I find this to be an extreme safety issue, I drive 2 hours a day to get to and from my employment, not having properly working telephone and GPS is vey frightening I do not feel safe driving this vehicle however because I was lied to also about my financing so now I am upside down in this freaking vehicle that I hate and dealing with a dealership that is extremely dishonest.. he says June and yet the service person  ****, says July.. they cant even get that right I do not trust or believe anything that they say, the worst dealership I have ever worked with, I want the interest rate o was promised not lied to about and I want my car to be in a safe working status .. I have been driving an unsafe vehicle for 8 months, what if their family was dealing with this , it would be handled immediately, all they are in business for is to take advantage of single women  
  
  Regards,
  
  ******* ******

• Initial Complaint

  Date:02/08/2025

  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.

  Mercedes Benz of ********** / John Sisson Nissan sold me a Brand New Mercedes Benz car with damage without disclosing. I sent many pics of damage but they insist there was not that much damage as i claim. they admit some dents and scratches... they sent video of car before being sold to me but i cant open file to see it. they refuse to fix probably a 300 dollar repair after i bought brand new car for $45,420.00

  Business Response

  Date: 02/10/2025

  ****** ********** of John Sisson Motors has provided the completed documentation regarding **** ***** including a video showing no damage to the vehicle. Please review all attachments and video associated with this complaint. 
  
  

• Initial Complaint

  Date:12/21/2023

  Type:Product 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.

  On 8/19/23, I acquired a new 2023 Mercedes-Benz CLA 45 AMG from the Mercedes-Benz dealership in Washington, Pennsylvania, for a total of $74,480, with a $17,000 cash down payment, financing the remainder through Mercedes-Benz Financial. Within 400 miles of ownership, while driving on the highway, the vehicle experienced a transmission malfunction, causing a complete power loss and reboot. Immediately, on 830, 2023, I took it to the Mercedes-Benz service department in Alexandria, VA. They suggested a potential software update from Mercedes-Benz Germany due to limited occurrences of this issue in the 2023 fiscal year vehicles. Upon retrieving the car after a day, I noticed aggressive shuttering upon stopping, an issue absent before the service visit. The dealership doubted me until a mechanic experienced the problem. but then found it. From 08/292023 to 10/10/23, the vehicle remained at Mercedes-Benz while they initiated contact with Mercedes-Benz International in Germany. Following extensive testing, corporate service associates recommended replacing the dual clutch, resulting in a zero ETA. Upon receiving the vehicle back on 10/10/23, a slight improvement in the issue was noted but dismissed as normal by the service department, which I found untrue. Subsequently, a check engine light illuminated, leading to the discovery of an unplugged evaporative emissions control system attributed to mechanic human error. While driving to Florida for work, the car stalled at a red light despite being an automatic. This led to another service visit in Clearwater, Florida, on October 30th, 2023. Despite numerous tests, the reason for the ongoing shuttering could not be pinpointed. Returning to Virginia, on December 12 at 4:00 PM, at speeds of 65 to 70 mph on the interstate, the transmission malfunction error reappeared. The Charlottesville Mercedes-Benz service department confirmed the error and scheduled a service appointment for January 5, 2024.

  Business Response

  Date: 01/05/2024

  *** ** ********* ****** ********* ** **** ****** ******
  
  **** ********* *****

  
  I represent John Sisson Motors. I have received your letter regarding the submission that was made by ****** ********* about the purchase of his 2023 Mercedes-Benz CLA 45 AMG. Thank you for the opportunity to respond and attempt to resolve this matter.

  On August 19, 2023, *** ********* purchased a new 2023 Mercedes-Benz from our Mercedes-Benz of Washington dealership. It is my understanding from *** *********** account that he began experiencing issues with his vehicle, and brought his vehicle for servicing several times at Mercedes-Benz service departments in Alexandria, VA, Clearwater, FL, and Charlottesville, VA. None of these repair shops are associated with John Sisson Motors, John Sisson Motors has never performed any diagnosis or repair of *** *********** vehicle, and John Sisson Motors is not the manufacturer of the vehicle that *** ********* purchased. For these reasons, the Dealership denies any liability or wrongdoing in the present matter.

  While we do not believe that the Dealership has committed any wrongdoing, the Dealership cares about the satisfaction of its customers. We have attempted to stay in communication with Mercedes-Benz as they navigated the matter with *** ******** and his hired counsel. It is our understanding that Mercedes-Benz originally stated that the vehicle did not qualify for refund or replacement per a letter from Mercedes-Benz Aftersales Operations Manager Brian to *** *********** attorney dated November 17, 2023.
  

  However, on January 4, Mercedes-Benz Aftersales Operations Manager Brandon M***** *nformed us via email that the vehicle has now been approved for repurchase. We hope that this is a satisfactory resolution to the issues *** ********* has been facing since he purchased his Mercedes-Benz vehicle. We suggest *** ********* and his attorney continue to deal with Mercedes-Benz directly regarding the specific details of the repurchase. Should *** ********* or Mercedes-Benz need additional information or documentation from the Dealership regarding the sale of the vehicle, please have them contact our General Counsel ******** **** ** ************************ **** ** *** ** ******* ***** **** ***** ****** ** ******

  Please let us know if any additional action on the part of John Sisson Motors is required to resolve this matter.

• Initial Complaint

  Date:11/05/2023

  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.

  I was never notified of the add-ons of the vehicle I purchased. Had me sign the paperwork on an inset desk computer that you couldn't read. They reached out to me but never called me when they were said to. The buyers sheet never mentioned these add ons!

  Business Response

  Date: 11/15/2023

  Jim F********* spoke to this ***** ***** again on Monday, November 6th and John Sisson Motors is refunding the $699 for lojack which will leave ***** ***** satisfied with the overall experience. Jim F********* explained to ***** ***** that she signed off on everything even before going into finance on the purchase agreement and John Sisson Motors disclosed everything that ***** ***** was getting and not getting.  John Sisson Motors has attached the signed buyers order, purchase agreement, and ***** *****' contracts for lojack, etch, and resist all, all of which were signed. 

• Initial Complaint

  Date:08/06/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  Date of transaction: 7/29/23.
  Amount of money paid: $1,547.00 plus sales tax
  Business commited to provide 5 in 1 Combo Warranty
  Nature of dispute: Refusal to cancel this warranty.
  Cancellation requested within 5 days of purchase
  
  We tried to talk to Amanda K******, the finance manager who sold us the product, to cancel the warranty even though we called her just five days after the warranty was bought. Initially, speaking to her associate, and subsequently, after several hours of wait, talking to her, we were informed that the warranty was not cancellable, which came as a big surprise for us. This was not mentioned during the initial conversation.
  
  The day when the car was purchased, it was extremely stressful taxing situation, wherein, my husband who had negotiated all the pricing for the car, was watching our two little grandkids and I was involved in the payment part of it and trying to understand the new car. Since Amanda, the finance manager, said that this warranty cannot be purchased at a later date, even though I was hesitant initially to purchase this warranty, and my husband was not available, I purchased this warranty thinking that I would consult my husband and decide whether to keep the warranty or cancel it. During the conversation, she had not mentioned that this warranty was not cancellable once purchased
  
  We asked Amanda to discuss this matter with the general manager, Angela M********** and have her call us. We subsequently discussed this with the sales associate, Rudy Tatar, who sold us this car. He was very understanding and tried to get the general manager on the phone, but she was interviewing a prospective employee and promised to call us once the interview was completed. Since we did not receive a call either that day or the next day, we were frustrated and felt cheated. We could not understand why a warranty which was not used cannot be cancelled even though we called within a week. We want this warranty cancelled and money refunded

  Customer Answer

  Date: 08/08/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. The General Manager Angela Marcinizyn was apolegitic for the misunderstanding. She was very gracious and helpful. I have no more issues with the company and have purchased 3 cars in the last 12 years, will buy again in the future
  
  
  
  Regards,
  
  
  
  ******* *****