ComplaintsforMossy Nissan Kearny Mesa

• Initial Complaint

  02/10/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I dropped off my vehicle on 2/4 to get it serviced with service advisor *******************. I picked it up my car on 2/9 prior to closing time. Five mins after leaving the lot, I noticed the windshield had a small crack and I immediately messaged my service advisor. When I called the next day to discuss the crack, they did acknowledge that there was no crack when I dropped off my vehicle, but said they would not repair it fee of charge because we couldn't prove that it happened in the Lot. I brought the car back to show the service manager ***********************, and he still refused to replace the windshield. He stated that because he couldn't see the crack on the surveillance camera, I could not prove the crack was there when I left the property. The crack was so thin that even he couldn't see it until I pointed out where the crack was. I suggest that we put the car back where it was to see if we could see the crack in the surveillance, but he refused and stated even if they couldn't see it on the camera, he'd still refuse to take responsibility and fix it free of charge.

  

  Business response

  02/18/2023

  Multiple attempts to reach client have been unsuccessful. I will continue to reach out.

• Initial Complaint

  12/07/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On June 24, 2022 I brought my 2017 Nissan Leaf into Mossy Nissan Dealership (******* Mesa branch) because the ** battery had degraded to the point it had only 66% of its charge. It remained under warranty. Customer Representative ******************* confirmed the vehicle had a degraded battery and that the vehicle was under warranty. An original estimate of 6-8 weeks for replacement was provided. I have periodically checked with ************** during the past 24 weeks and have been told there is not only no battery but not even a time frame for a battery to arrive. The dealership referred me to Nissan Consumer Affairs 8 weeks ago. I contacted Nissan Consumer Affairs. I was provided a case number ******** and was told that the Corporation has no control over the part. The corporation could provide no arrival date for a replacement battery. I recontacted Mossy Nissan (******* Mesa) again on 11/4/2022 in the morning and spoke to both ************** and ********************* (service manager). There is not even an estimate for the availability of the replacement battery. I suggested that a battery from a new vehicle be taken out the new vehicle a placed into mine. I was told that if that was done for me it would have to be done for other customers. ** batteries are being manufactured and placed into new vehicles instead of fulfilling current contractual obligations with current owners. I contacted ************** again today, on December 7, 2022 (24 weeks after making the warranty claim) and was told there was no ETA on a replacement battery although some might be available in January 2023 (30+ weeks after warranty claim) There has not been any explanation as to why the batteries contained within the Nissan Leafs that are for sale could not be removed and placed into my vehicle. Replacement batteries are available to satisfy the warranty commitment. The conduct of both the dealership and the corporation appears to be fraudulent. Sincerely, *************************

  

  Business response

  12/13/2022

  The battery has been ordered and the dealership is waiting for it from the factory. Due to global supply chain issues there is a delay. We have been in communication with the Manufacturer. We have referred the client to Nissan Consumer Affairs so he also has a direct line with them. We will replace his battery as soon as it arrives and want to resolve this as soon as possible.

• Initial Complaint

  08/03/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Hi so I heard that there was a promotion That mossy Nissan had that they could match or beat any offer for trade in or they will give me $100 so I want to get it appraised and the used car manager (*********************) told me that they cant match or beat it and so I asked for my $100 and she says that the car isnt mine and that it is stolen so I provided her with the title to the car which was under my name and the registration with my ********** ID and she kept insisting that its not my car so she told me to talk to THE NEW CAR MANGER(*********************) and I said hello and he goes stop we know what your doing you guys are just scumbag car flippers I said what are you talking about the car is registered to me Im bring you my business he starts to yell at me saying he could have ended this 25min ago and threatens to call the police on me if I didnt leave so I called the GENERAL MANAGER(******) he starts saying that it was my fault that they disrespected me in the show room and that shouldnt cry my self at night because they were so rude to to grow up and upon asking for his last name he hang up the phone in my face . Thats not how you run a business I just wanted an apology and they are refusing to say it

  

  Business response

  08/03/2022

  The card has already been issued and mailed out. We apologize for any inconvenience or misunderstanding.

• Initial Complaint

  06/29/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I brought my car in because the charging system on my NissanLeaf 2021 wasnt working and when I got back here you charge me $149.99 because they change the filter and wipers that I did not request at all what I requested was for the charging system to work and I came up to pick up the vehicle and they stated that there was nothing wrong with the vehicle and they ended up charging me $149 with $.99. I would like my money back in return because I did not request for any of those things to be changed.

  

  Business response

  10/13/2022

  I spoke with the client and we have decided to refund the amount requested.

  Customer response

  10/13/2022

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  ***************************
  
   
  

• Initial Complaint

  04/29/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I first brought up a rust issue 2 years ago to Mossy Nissan Kearny Mesa. The manager and service advisor took photos and said "I'll call you back in next week once we get approval". That call never happened. The following 2 years I brought up this same issue every single time I brought vehicle into service. Last year they said ok give us 10 days and we should be able to get this issue handled. 10 days later they handled the other issues but not the rust and once again said "we'll call you next week once we speak with Nissan. I tried again recently on 4/15/22 and service manager said, leave us the car for 10 days and we'll get the rust fixed. Now 14 days later on my promise date I am completely in the dark on the rust repair. My vehicle is not fixed, they have no idea when, or if it will be fixed and again it is on day 14 they are holding car hostage. I look at other complaints and can see a serial habit of this behavior of holding clients cars only to never fix them. I have called into Nissan North America and they have confirmed that it does not take 14 days to get repair approval. This rust is 100% covered under warranty and this issue is grandfathered in past expiration as I brought it up 2 years ago. It is clear to me that Mossy is simply playing games and/or has a very bad reputation with Nissan North America as it does not make any sense. I demand that Mossy deliver as promised, the rust repaired vehicle.

  

  Business response

  04/29/2022

  I spoke to the client earlier today before receiving this BBB complaint. I apologized profusely and let him know it will be ready for pickup tomorrow by 2:00 PM. We value this client and I am very appreciative that he has given me the opportunity to correct this issue.

• Initial Complaint

  04/19/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Bait and switch, super shady, high pressure finance managers, they don't honor kbb trade in values (even for a year old car) I've bought 3 cars here recently (the first time was a great experience, so I returned) ******* was super high pressure and really really wanted me to get a mechanical warranty on the car. I kept telling him no, but eventually he discounted it enough for me to say ok. (It was also a really long day and I just wanted to leave with the new car) This last time I was in, I found a car on their website that I wanted that said it was in stock. True car also said it was in stock and both websites gave me the Vin of the car that was in stock. Not surprisingly, no one could find this car when I arrived because it was "in transit" Now I had to buy a car that was $3k more. I let it slide because I knew what kbb said my trade in was worth (and I know that they low ball those numbers) My trade in was only a year old with apple car play and a backup camera and kbb said it should be worth $16k in good condition (it was in perfect shape, we just wanted something bigger). They said they could only trade it in as fair (interior, exterior and mechanical issues) They wouldn't match kbb or give me a $100 like they advertise. In financing, I explained everything to *** and he said he'd give me the gap insurance and alarm (that I didn't ask for) for free. The terms we had talked about was always 75 months. At no point did *** tell me he's switching our loan from 75 months to 84 months (in order to keep the monthly payment the same) to appear like I got it for free when he actually charged me $3400 for these (which I didn't even want) I got a letter in the mail thanking me for my recent 84 month loan which was a surprise to me. He switched the paperwork without telling me and I didn't notice because the monthly payment was the same! I'll never return here!

  

  Business response

  04/19/2022

  I spoke to the client and I have offered to rewrite the contract at 75 months with the same payment and the same items included and he has agreed. We value his business and are very grateful that he is allowing us to make it right. We will train internally on this miscommunication and I have apologized on behalf of the store. The client will be in tonight to recontract.

  Customer response

  04/19/2022

  
  
  Better Business Bureau:
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  
  Regards,
  
  
  *******************************
  
  
   
  

• Initial Complaint

  09/15/2021

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  On 4-20-21 I was contacted by the dealership in regards to a possible new car. I had another car that was supposed to be a trade in, the car has a cosigner on the note. I filed Bankruptcy last year. The dealership sat the car until September. My whole goal was to protect the cosigner. Now the company that has the **** will be going after the cosigner. I want them to get my **** back and they should pay the **** of *****.

  

  Business response

  09/16/2021

  We did not take in a **** on trade. The client called the lender to repossess the vehicle and voluntarily surrendered the vehicle.He stated this to **************** today in person.

• Initial Complaint

  06/18/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Date: April 2021 Cost of service: Total - $1487.08 Message from Brad ******* (Mossy Nissan Service Manager) Hi Damon, good news-we will be issuing you a refund for the alternator replacement. Normally I would just take your credit card info over the phone and issue the refund. However, we need to submit warranty documentation to Nissan and that will require your signature. Would you be able to stop by tomorrow or Friday to complete this? —————————————————- I intended to stomp by I wasn’t able to. I’m a business owner which I work in the business so I wasn’t able to make it for a few weeks. Brad’s coworker emailed 2 times and asked if I’m coming in but I wasn’t sure when I was able. I emailed and stopped by a month later (May 25th) and was told by Brad and Kevin who was pretty upset that I was asking for the refund. Brad let me know that he would call Nissan warranty and get back to me the following week. No email response to date. I just want my refund they committed to.

  

  Business response

  06/23/2021

  Customer was told the week of 4/5/2021 that a refund was due to him but he never responded to multiple phone calls and emails.  We subsequently closed the case with Nissan.  Sometime around 6/1/2021 customer showed up unannounced expecting his refund.  We advised him we would have to reopen the case with Nissan.  Case has been reopened and we can process the refund as soon as customer arrives and signs the paperwork.  He was advised of this via email on 6/22/2021 and he has not responded as of 6/23/2021.   

• Initial Complaint

  05/20/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Mossy Nissan of Kearny Mesa has delivered terrible, sub-par service and still has not completed my repair after my vehicle has been there for 17 days. I still do not know when it will be completed. It took over a week for them to actually even *start* my diagnostic due to repeated internal communication failures and weird administrative problems. The biggest issue seems to be that their call center (who answers the phone when you call the listed phone number) doesn’t talk to their service advisors in any way, so information given to the call center simply isn’t relayed at all. This is compounded by the fact that the service center team has taken no responsibility for this issue, simply blaming it on the call center as if it were another company and not part of Mossy Nissan. I’ve had to call in to Mossy approximately 10 times to get this far, and of course I still don’t have my vehicle back.

  

  Business response

  05/29/2021

  The client's vehicle and extended service contract was purchased at a Lexus dealership. This is the first visit to our store and the vehicle has 98,524 miles. There were issues getting a transfer case covered and the parts were on back order due to the current global COVID situation. The parts supply chain has been affected. We also submitted repairs for his rear differential and coupling. The extended service contract he purchased from another dealership requires an inspector from that company to verify the assessment and determine whether it is covered. It has been communicated to the client that the parts for this claim are also on back order but will be here early next week. Coverage has been confirmed. We have complied with all the requirements of this client's purchased extended service contract. We have met with that company's inspector and received approval. This will be completed as soon as the parts arrive. 

*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. ↩