ComplaintsforFontana Nissan

• Initial Complaint

  10/02/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought my 2014 Nissan Sentra from Fontana Nissan. I have always taken my car in for service at Fontana Nissan. The car has less than 50,000 miles on it and is driven on average approximately 10 miles a day. The vehicle had been running smoothly with no issues until earlier this year. In May of this year, while driving I noticed the car started choking a few times as well as a sudden, unprovoked “bouncing” of the RPMs and the check engine light came on. Being concerned with the, sudden and unexpected issues I took the car to Fontana Nissan to be checked. The day I took the car the check engine light was not on. I explained the issues to the technician and insisted that they drive the car to see if the issues could be duplicated. Later that day I was called and told that they were unable to find anything wrong with the vehicle. I was told that they reset the check engine light, which happened to not be on. From invoice # ******, which I received for the service, it clearly shows the the vehicle was not driven as the intake and outbound mileage is the same. An attempt to replicate the issue was not made. The same invoice states that there is no drivability issues. How can such a determination be made when the vehicle was not driven? While driving home from having the vehicle “serviced”, I noticed the same issues again. Trusting the service department I thought perhaps this will be better tomorrow. Unfortunately that was not the case. I contacted the service department and was told to take the car in again. I took the car in the following day and was told, the issue was resolved. Less than 30 days later, I am still having the same problems with my car. For the third time I take my car in to be serviced for the same issues and much to my surprise, I was told that the vehicle needs a new transmission. I authorized the repair which cost me $5,150. This total does not include other fees paid to have the car diagnosed. It simply encompasses the total for a SINGLE invoice.

  

  Business response

  10/18/2022

   I had a nice chat with Ms. ******** yesterday. She is going to come into the store today at 4pm to go over the details.  Her vehicle's file is pulled and on my desk.

  Customer response

  10/24/2022

   I am rejecting this response because:
  
  Hello, I met with the general manager at Nissan in Fontana location. He said that there was nothing that he could do for me. He was very polite about it and the only thing that he offered was $300 credit for future services for my car.  I explained to him that I was looking for a refund on the money I hand spended on a new transmission. He said that I should call 1 800 Nissan and see what they can do. I will call them today.

  Thank you

  
  

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

  

  Business response

  10/24/2022

  I did my best to explain how warranty works, how the codes showed a transmission replacement, and the diagnosis was for a transmission.  I suggested Ms. ******** call Nissan Consumer Affairs and plead her case, as dealers do not approve work when a vehicle is out of warranty.   I also offered $300 service credit for future visits. 

• Initial Complaint

  09/22/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I purchased autoparts online from this dealer's website. I was sent a receipt and my credit card was charged. Later, I received an email telling me that they could not honor the price I paid. They asked me to pay an additional amount or to let them cancel the order. I have attached copies of the receipt and their email.

  

  Business response

  09/28/2022

  Unfortunately due to circumstances beyond our control and factory price changes this particular part was not able to be ordered from the manufacturer or sold at the old price. Representative apologized, offered employee pricing, and then promptly refunded.  We are happy to show pricing directly to consumer as we receive and will honor just 10% over as a courtesy.

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

  General Manager
  

   

• Initial Complaint

  06/15/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  5/28/2022 I went to Fontana Nissan and verbally spoke with Delmi to inquire about a possible tra** in from my truck to sport package version of my truck, being specific on the model and color they added that if they didn’t have what I was looking for it could be ordered. After filling out for a credit check they were persistent on trying to have me choose from there selection in there yard which now as not interested in. After running my credit they did not reorder to inquire about ordering the correct color and told me they would call me when they had more selection

  

  Business response

  06/30/2022

  Dear Mr. ** ********,

   

  I have been ma** aware of a concern you have regarding your visit to Fontana Nissan, and apologize for any misunderstanding and for not having a perfect experience.

   

  I attempted to reach you at the listed cell number per BBB: 90* ******** from both the dealership phone and my cell # *** ********, with no ring or answer.

  Please call me at your earliest convenience to discuss.  My cell # is perfect, and if I can’ pick up, I will return your call at my earliest opportunity. 

  Will be traveling by air Wednesday the 29^th and will be able to return calls after 7pm that evening, or after 9am Thursday the 30^th.

   

  I look forward to hearing from you.

  

  Business response

  07/02/2022

  Hello,

  
  

  I responded with my personal phone number to discuss, and have not heard back from you.  Here it is again, and you may respond at any time:  *** ********.

  
  

  We can attempt to remove the inquiry at your request.  I will keep you updated when I hear back from the credit reporting bureau.

  
  

  Best Regards,

  
  

  ***** ******* 

  Customer response

  07/05/2022

   I am rejecting this response because:
  
  
  

• Initial Complaint

  03/31/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I took my car in for an oil change on 2/11/22. About two weeks or so after I noticed a lot of smoke coming out of my exhaust. I checked the oil and noticed a lot of sludge on the cap and also noticed it was low on oil on the oil stick. I called the dealer and explained the situation and instead I was met with a lot of resistance and was told it was my fault. I told *****, the person who answered the phone that it seemed as if oil was not added to my car. She told me she reviewed the tape and oil was added but when I told her that there was barely any oil in it now and they couldn’t have added any she kept interjected with she reviewed the tape and yes they did. It felt as if she wasn’t trying to listen to me, let alone even attempt to fix the problem. The call ended shortly after that. I also completed the survey they sent me regarding my experience with the dealer and explained this same situation. To this day I have not received any response or even an acknowledgment other than the automatic reply that they received my responses. I have since taken my car to a repair shop and the mechanic has informed me that the car barely has any oil in it and to him it doesn’t appear they did an oil change because had they done one they would have noticed the sludge. He also confirmed that the Multi-Point Inspection Results do not accurately reflect the condition of my car. Among the many inaccurate results, an obvious one was the car battery terminals/mounting/cables. He said it should not have passed since there was corrosion which was clearly visible at initial glance. I called the dealer again in an attempt to rectify the situation and asked to speak to a supervisor or manager but instead was transferred to ***** who did not pick up. I left a message and have yet to hear back.

  

  Business response

  04/05/2022

  On Monday I called and left a message for our client on both home and cell phones.  Later in the evening Ms. ********* called me back and we spoke at length.  While we talked and **** was describing the issue with the vehicle, I googled "Engine sludge" and went over the online findings with ****.  The article described engine sludge as the result of driving in excess of 30,000 miles without regularly servicing a vehicles engine with oil changes.  I have personally witnessed this type of situation in the past on several vehicles in our service department. Further in the article it described a similar situation when having extended periods with no oil changes, meaning more miles between oil changes than recommended.  I let our client know that for any warranty company or Nissan North America to make a determination of possible repair, regular maintenance must be performed as described in the warranty and owner's manuals.  

  At this time, unfortunately, our client is unable to produce service records for proof of oil changes and regular maintenance.  As a result of lack of recommended maintenance, the engine sludge built up over time, and ultimately, oil burning resulted because of internal damage to the engine.  Smoke is described as coming from the tailpipe, along with lack of normal performance.

  I called Ms. ********* today and we spoke at length again.  As a goodwill gesture, we are going to "cost down" an engine repair estimate and also quote a pre-owned engine (with warranty), doing our best to make either choice more affordable.  These estimates will be ready to present either Wednesday April 6 or at the latest, April 7.  This is an unfortunate incident, and we will do whatever we are able to make it easier for our client to remedy the issue.

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

  General Manager

  Fontana Nissan

  cell ###-###-#### 

• Initial Complaint

  09/14/2021

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  On September 10th 2021 I was given an offer based on accurate pictures provided to Kelly blue book 4 sell ****** Toyota Camry .. All information submitted was accurate in all pictures submitted were accurate nothing was left out doubt. Was given a "of $4000. 4000 seemed a little bit low but was willing to negotiate is it. September 13th tink 2021 I arrived at the dealership at around 7:30 p.m. for the official approval. The normal adjuster had already taken the day off and had to deal with somebody else who was completely unprofessional And then have the adacity to offer me $500 for my vehicle vehicle it's a 2011 Toyota Camry LE.. Like I said nothing has been changed from the original photos general folders and it went from such a low number to an extremely disrespectful number. They wasted my time and made me travel for something like this? Never ever Will I ever purchase a vehicle very disrespected by the whole experience And as discriminated against

  

  Business response

  09/14/2021

  I just contacted our client on his cell phone, and I listened to what happened.  Then we had a nice talk about exactly what happened, and how it SHOULD have happened.

  I apologized profusely, as I really am embarrassed.  Very understanding customer, nice guy.  

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

   

• Initial Complaint

  07/02/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased new car on march 22,2021 from Fontana Nissan in Fontana ca,***** ###-###-#### have not recieved license plate/sticker.Contacted the DMV and was told car is registered to ***** *****, DMV said if im pulled over for any reason the car could be impounded so i am very uncomfortable driving a car without proper documentation. I have been calling General Manager ***** ******* and Nissan clerk ***** **** constantly trying to get the issue resolved. I have gotten no results,unable to park car inside of my apartment complex due to NO original registration. I have a new car loan through Nissan Financial that i am paying on monthly for a car thats not in my name.

  

  Business response

  07/21/2021

  ******

  
  

  The customer will be comimg by the store today to pick up a temporary tag issued by the DMV that will be good until October of this year. ***** our DMV clerk will reach out to the DMV in 2 weeks (as requested by the DMV) to see where the registration paperwork is in the process.

  ***** is working diligently to resolve this issue for Mrs ***** and Fontana Nissan.

   

  Thank you

  ****

  Customer response

  07/23/2021

   I am rejecting this response because: I purchased a brand new car in March that is still in someone elses name. I cant park in my complex, because the paper plate still says june even though the dealership paper in the window is extended until October. If stopped by the police because of the june date the car is still not in my name! Since im forced to park outside of my complex ive had trouble with TWO attempted thefts!..My alarm is constantly going off. Because i cannot park in my designated stall i have safety issues for me and my kids. There have been family members And friends that have done their DMV renewal and have received current sticker within 30 days!
  
  
  

  

  Business response

  07/23/2021

  We agree that this has taken entirely to long to get resolved.  Unfortuanatly we are at the mercy of the California DMV at this point to resolve the issue. The DMV is aware of it and has sasked that we reach out to them again in two weeks.

  ***** is doing everything within her power to get this resolved as quickly as possible. We are very sorry for the inconvenience that this has caused Mrs Moran. 

  Customer response

  07/24/2021

   I am rejecting this response because: Per.**** at the car dealership the wrong vin number was submitted to the DMV can the dealership correct the vin number to my name so that i can resolve the issue with my insurance company and my apartment complex and so i wont fear being stopped by the police! I paid over 31,000 for the car I JUST WANT IT IN MY NAME! DMV informed me that if they come into the office and submit the proper paperwork they can change it over and provide a sticker.
  
  
  

  

  Business response

  07/26/2021

  
  

  As much as we would like an immediate response/fix from the Department of Motor Vehicles, due to covid and extreme backlog, most DMV processing has been greatly affected.  Our registration person at the dealership is actually in contact with the DMV desk at Sacramento, where the main DMV office is located.  They have verified receipt of the information needed.  We have done everything possible to stress the importance of the situation, and the expediency of response/information needed.

  
  

  In the meantime, a sales contract, or copy thereof, is sufficient to prove ownership, in such case it is necessary to prove.  A temporary registration was also provided, and should still be affixed to the inside of the front windshield, whether expired or not. A printout of this response, or a copy of this response on our letterhead (which I will be happy to provide) will also help in case of need, or when asked to prove ownership.  

  
  

  As much as we would like to immediately rectify the situation, it is out of our control, and with the Department of Motor Vehicles now.  We apologize.  For the wait and trouble , we will be happy to help with the first year of service on our client's vehicle, oil changes and tire rotations, at no extra charge.  This gesture is made in an effort to let our customer know that we do care, and want this completed as fast as possible, and that we understand the frustration.      

  
  

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

  Fontana Nissan  

  Customer response

  07/27/2021

   I am rejecting this response because: I appreciate the response however at the encouragement of the finance department i purchased the 6 year maintenance plan. Based on that will you please extend that 6 year to a 7 year maintenance plan? Hopefully the situation will be rectified shortly.
  
  
  

• Initial Complaint

  06/17/2021

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  We purchased a car in 2017 it’s a Nissan Altima. We have four years with the car. The warranty that I read online said it only cover any malfunction if the car was 3 years or 36,000 miles. My car has an issue with the top of the inside of the car. It’s falling off and the screws are melted. It is not a damaged why would the screws be melting? I am afraid that it is an electrical issue and after 4 years Nissan wants to charge us 500 for something that it wasn’t done right. Again what if there is an electrical issue in my car that made the screws that are holding the top of the interior melt and we are driving it. The car is not paid off and it’s only 4 years it shouldn’t be having those issues. I need Nissan to fix it it is not wear and tear issue is craftsmanship.

  

  Business response

  06/24/2021

  Client bringing vehicle to Fontana Nissan on Friday, June 25, for re-evaluation.  Previous repair order does not document "melting".  Will Update BBB at next opportunity.

  

  Business response

  07/13/2021

  The customer returned to us on 7/2/21 and we replaced the dome light at no charge to the customer. Also on that visit a new recall was issued and that was taken care of as well. 

  Customer response

  07/15/2021

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 15****11, and find that this resolution is satisfactory to me.  I just want to point out the comment my nephew was told.  They said that usually customers goes half and the other part is taken care from Nissan, I don’t think is fair because the dome shouldn’t had fallen in the first place.  It is dangerous when you’re driving and that thing falls on you all of a sudden, it can cause an accident. We as customers shouldn’t have to paid a mistake made by them.  They should make a recall on this issue instead of trying to make customers pay for  their bad manufacturing.  How convenient is it to Nissan that their warranty is just 3 years so whatever happens to the car is under your own risk even if you’re still paying it.   Car dealers need to pay more attention to details closer.

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