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:07/16/2025

  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.

  I purchased a 2019 Jeep Grand Cherokee for $29,363 with approximately ****** miles from Tracy Nissan on January 11, 2025. At the time of purchase, I also bought an extended warranty/service contract through the dealership, which was presented as added protection for major mechanical issues, including engine *********** June 2025, the vehicle began experiencing severe mechanical issues and was diagnosed by a certified mechanic at Tracy Dodge Jeep Ram dealership as needing a complete engine replacement. I promptly contacted the warranty provider, who has since denied the claim. When I approached Tracy Nissan regarding the situation, they refused to provide a reasonable outcome, despite being the seller and the party who sold the warranty to me. There solution was to provide me $6,000 for the car that I have only owned for 5 months and gave me the option to purchase a new car and roll the loan of the jeep into a new car loan, which I cant afford and is not an ideal outcome. I am requesting that Tracy Nissan take accountability for selling me a vehicle that now requires major engine repair shortly after purchase. I would like the engine replacement to be covered as promised under the warranty I was sold, or for Tracy Nissan to otherwise make this right by offering to either cover the engine cost directly or repurchase the vehicle for the amount left on the loan. I have supporting documentation, including the purchase contract, warranty agreement, service records, and diagnostic reports, and I am prepared to escalate this matter legally if needed. I am submitting this complaint in good faith with the hope that it can be resolved fairly and promptly. As the selling dealership, Tracy Nissan has a duty to stand behind the products and warranty it sold me. Their refusal to provide support or intervene on my behalf is unacceptable.

  Business Response

  Date: 07/19/2025

  To Whom It May Concern,
  My name is **** ******, and I am the General Manager at Tracy Nissan. I am writing in response to the BBB complaint submitted by ***** regarding the pre-owned 2019 Jeep Grand Cherokee he purchased from our dealership on January 11, 2025.
  At the time of sale, the vehicle had approximately ****** original miles and was in excellent mechanical condition. It had undergone all scheduled maintenance and passed a comprehensive multi-point inspection conducted by our certified technicians, as is standard practice for all pre-owned vehicles sold at Tracy Nissan.
  Mr. ***** also elected to purchase an extended warranty/service contract, which is administered by a third-party provider. This contract includes clear terms and conditions that define what is and is not covered under the policy. Unfortunately, the current mechanical issuediagnosed as a blown head gasketwas determined by the warranty provider to be the result of overheating due to negligence. This type of damage is specifically excluded under the terms of the coverage.
  It is important to clarify that Tracy Nissan does not underwrite or adjudicate claims made through extended service contracts. We are not the warranty company, nor do we make decisions about what is or is not approved. Our role is to present the warranty options available to the customer at the time of sale.
  In an effort to assist Mr. ***** despite the denial from the warranty company, we extended a goodwill offer to buy back the vehicle for $6,000an option that is not required of us but was intended to help mitigate his inconvenience. Additionally, we explored financing solutions that would allow him to transition into a different vehicle; however, we understand this may not have met his expectations.
  We stand by the condition of the vehicle at the time of sale and maintain that it was sold in good faith, with full transparency regarding both the vehicles condition and the nature of the extended warranty. While we are sympathetic to Mr. ******* situation, we must also operate within the boundaries of the warranty agreement and the facts surrounding the vehicles current condition.
  We remain open to further discussion with Mr. ***** to explore reasonable and constructive solutions. However, we respectfully maintain that the vehicle was sold responsibly, and any denial of warranty coverage lies with the third-party providernot Tracy Nissan.
  Sincerely,
  **** ******
  ************************start="2683" data-end="2686"> Tracy Nissan
  ************

• Initial Complaint

  Date:04/03/2025

  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.

  I have Purchased a Car, Prius LE 2023, from Tracy Nissan about 2 weeks ago. Later on I found undisclosed and not stated **** and a welded line by the back of a trunk around the latch which doesn't seem manufacturing structure. Besides,1. Replacement key 2. Trunk top Cover 3. Trunk bottom Storage Partition 4. Tire Puncture repair Kit are missing which is like I received empty trunk which missed major safety tools that are standard to the vehicle.Going down the contract I see they charged $980.00 for accessories, which I am not clear yet in addition to the advertised price.More over the **** Security cost is way exaggerated and unexplained.Attempted to contact the sales person and he told me that I SHOULD HAVE CHECKED WHEN BUYING AND THERE IS NOTHING HE CAN DO.After I put my review into Yellow Pages and ****** the manager left me to call him directly and I did. First attempt didn't work, second attempt I was able to connect with the operator. She asked me about my concern and she said the manager is in a meeting and will get back to you. It has been more than 48 hours wait he or anyone from the dealership didn't try to contact me.After all attempts I tried to leave a message on their website contact us link and one from ********** asked me if I have a question to answer through ******** my question is about TRUST, SAFETY AND RULE OF LAW. this dealership is ignoring my questions and the salesperson said the items might be retained by the previous owner as it is a trade in car but in the contract it says it is former rental car. They are charging for accessories but I didn't find even the standard accessories let alone additional **************, I am Here for JUSTICE and kindly request your support because their negligence is costing me more than the monetary value of what they are thinking.Thanks!

  Business Response

  Date: 04/09/2025

  
  Thank you for sharing your concerns through the Better Business Bureau. My name is **** ******, General Manager at Tracy Nissan. I appreciate the opportunity to respond and sincerely apologize for any frustration youve experienced.
  Here is our response to the issues youve raised:
  Vehicle Condition Trunk Area Weld and *************start="528" data-end="531"> The vehicle you purchased went through a complete safety and multi-point inspection before delivery. No structural or safety concerns were noted during that process. If theres something specific youd like us to re-inspect or clarify, we would be happy to do so.
  Missing Items Spare Key, Trunk Components, and *******************start="869" data-end="872"> We understand your concern regarding missing items. It's important to note that the 2023 Prius LE does not come with a spare tire from the factory. Instead, it includes a tire repair kit, which may have been removed or misplaced before delivery. If this kit was missing, we will work with you to replace it.
  We are also reviewing whether other standard items, such as the trunk cover or storage partition, were missing and will help resolve that accordingly.
  $980 *************************start="1376" data-end="1379"> This fee includes dealership-installed items or protection packages added to the vehicle before sale. We are currently reviewing your sale documents and will provide a clear breakdown of what was included.
  **** ************************start="1616" data-end="1619"> The **** security system is a dealer-installed product, and its cost should have been disclosed at the time of purchase. If there was any confusion regarding this item, we are happy to review the agreement with you and explain all charges.
  Communication ***************start="1890" data-end="1893"> I apologize for any delay in communication following your initial outreach. This does not reflect our service standards, and we are working internally to ensure timely follow-up for all customer concerns.
  Our goal is to ensure every customer feels confident and satisfied with their purchase. Please contact me directly at [Phone Number] or [Email Address] so we can review your concerns together and find the best possible resolution.
  Sincerely,
  **** ******

  Customer Answer

  Date: 04/10/2025

  I am rejecting this response because:
  Thank You for responding and providing the Experian AutoCheck report. Based on your request I am Attaching the picture of the damage which is located by the left rear door. You get it after you open the door at the bottom.
  Regarding the additional costs added to the initial listed price
  1. $980 for Cash price accessories. First of all it doesn't describe the Accessories, In addition to that  Car Spare Key, Car tire puncture repair kit, top trunk cover and bottom trunk storage and other standard tools are missing as I received empty Trunk.
  2. For the **** Security $1201.00 and for SWDT $299.00 which can be provided for less based on what I read searching around the Web. 
  3. The Damage is of huge consideration because it is not disclosed and you have stated on the contract that there is no damage to the vehicle and it was fully inspected based on the report you sent it today.
  Contract says No Damage and I see a damage on it.
  Contract says Previous Rental Car Your sales associate says it was a Traded in Car [Can refer to our initial Phone contact.
  Your Auto Check Odometer Reads  58,614  dated (01/28/2025) and Sale Odometer Reads  ****** dated 03/11/2025 which is 219 miles in about 40 days difference
  Your report says no repair and damage But there is damage that shows a probability of either replaced or fixed door as the damage is internal.
  
  So, I need the accessories I paid and the standard accessories as soon as possible as I am driving at risk of the safety tools. Besides, I need a car that is worth of what I am paying as I believe that this car is not sold to me at the cheapest price because of the damage and missing items. In other words the car I have is not the same as the car you described in the contract and I believe it is misrepresented.
  As far as the welded line in the bottom trrrrunk storage I have learned that it is a manufacturing structure. 
  

  Business Response

  Date: 04/11/2025

  I have looked into this matter and the car checked out perfectly fine, you may have found yourself not completely satisfied with your purchase which may sometimes occur with people. The vehicle was priced accordingly to the market and priced excellent due to it wear and tear as it is normal for a pre-owned vehicle. Very rarely is a pre-owned vehicle equipped with a second key. At this time the only thing that I will be mailing you is the tire inflater kit as this vehicle brand new did not come equipped with a spare tire and only an inflater kit. As for the accessories on your vehicle those items are itemized on your contract. I will respond to your personal email as I thought that is the way you would like to communicate. 

  Customer Answer

  Date: 04/14/2025

  I am rejecting this response because:
  As you know the manager of the dealership has responded to my complaint. However, as I stated it on the reason for rejecting his response, I was able to explain my concern to the manager through email. 
  He said that he will take a look at the issue. He is now saying that he found out that the vehicle checked out perfectly fine and was priced according to the market excellent due to it's wear and tear as it is normal for a preowned vehicle. Based on this
  1. He is only  going to mail me the tire inflator
  2.Instead of listing down the cash priced accessories he is saying the itemized list is on the contract
  3. Preowned cars rarely come with spare key 
  4. He doesn't see any damage other than a wear and tear on the car 
  After this email I was able to take the car to ********************* and the car has recall for the replacement key and they will order it for me. I asked why and the agent said either because the dealership didn't provide you or It came without a spare key originally. My next step will be inspecting the damage with ****** and come up with my findings.
  My question to the Dealership is:
  1. As you can see from the attachment, I don't see itemized list of the cash priced accessories totaling $980.00 in amount and need to know and receive the accessories that I paid for because let alone to find additional accessories his dealership has retained the standard tools and accessories and sold the car with empty trunk.This violates Effective Communication Practices.
  2. A preowned car might come without key but might not come without standard tools like, the top trunk cover, the trunk bottom storage and the standard safety equipment's. If it does, it should be disclosed. This violates Legal Mandates for Disclosure.
  3. In the context of vehicle sales and disclosures, the term "dent" generally refers to an exterior dent or imperfection on the body of a vehicle that is the result of an impact. California law emphasizes the need for transparency around such imperfections as part of the broader consumer protection regulations in the automobile selling industry. This seller violates California Vehicle Code 11713.1  Mainly because the damage on the vehicle was not stated on their ads and sales contract says no damage on vehicle. The manager is providing vehicle report from Experian, as you can see from the attachment, which was done at vehicle odometer reading ****** while the vehicle selling odometer reads ****** a difference of 219 miles within around 40 days from the report date. he is speaking out of pictures and outdated reports and I am speaking based on physcal situation of the car. 
  Sad part of his message is that I am doing because I might be dissatisfied with the purchase but the car checked out perfectly fine. I believe he doesn't have to judge my personality. Instead, is easier to apply one's  managerial skill to come up with justifications instead of judging peoples attitude and mindset. I don't know why he should mail me one item if e is 100% sure that the car checked out perfectly.
  Generally, his response doesn't make any sense to me other than defending himself without justification and I am not going to receive any of his mailed items without fully considering my concern which is taking me my energy, time and money besides driving feeling unsafe because of the missing materials.
  Sales Documents and Pictures attached for your reference. The Car Report was sent to me before few days.
  Thanks!  
  

• Initial Complaint

  Date:03/05/2025

  Type:Sales and Advertising Issues
  Status:

  UnresolvedMore 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 walked into Tracy Nissan on 1/11/2025 with a pre approval and income verification with *******************. I made sure that I was able to get a vehicle so I would not have my credit ran multiple times to multiple creditors. The Finance employee ******* (****) and finance manager called Captial One auto finance to confirm my income and receive a better rate and payment since they are preferred dealership with *********** Auto Finance. I was approved and my first payment would be on 2/25/2025. Since Tracy Nissan is a preferred dealership through Captial One, they understand that all documentation I signed needed to be submitted before 30 days. On 2/22/2025 I started receiving notifications that my credit was being ran for auto loans. I never approved anyone to run my credit so I immediately seeked out who was running my credit. It was Tracy Nissan. They failed to notify me about their mistake with turning in the documentation after the ***************************************************************************************************************************** of Tracy Nissan Mistake. Unfortunately, through their admitted mistake my documents were not turned in until 2/18/2025, which caused a delay and later a denial. I walked out approved with a first payment set to their mistake, illegally running my credit, and now having to turn in the car or sign paperwork with another creditor with a higher payment. They admitted their mistake and now will not take accountability for their mistake.

  Business Response

  Date: 03/07/2025

  ****** had submitted a lead to our store under the dealer navigator program. When she came in, she was adamant about $0 down and only financing through *********** auto finance and was very hesitant to run credit. When we sent in her loan application and paperwork to ************ they asked for proof of income and ****** refused to send me her proof that she sent to *********** that supposedly $8,584. I then told my staff to find a different bank to secure financing. ****** called the store screaming at staff stating she was at the police station filling a police report against us for trying to get her deal finalized. When I finally spoke to her, she was yelling the whole time and would not let me explain what was going on. I tried telling her that all I need was her proof of income $8,584 that she had used to get approved and kept saying why do you need that, you don't need that, they don't need that. ****** finally started cooperating with us and sent her W2 from 2024 and clearly did not verify at the $8,584 she stated she earned which she lied to *********** and lied to Tracy Nissan which is fraudulent. She is refusing to return Tracy Nissans car and is refusing to sign with a bank that has given her a higher APR. At this point I would like for her to return our vehicle or help with finalizing her loan with a bank we got her approved with her real income.

  Customer Answer

  Date: 03/08/2025

  I am rejecting this response because:  when the finance manager physically contacted them on 1/11/25 when I stepped foot into the dealership. I also had to call ***** numerous times with *********** Auto finance on the phone because he kept disconnecting the call. At which point I had to message him (text messages are attached). I filed a police report through Tracy ***************** incident #: ********** because they ran my credit multiple times without my consent and without me being physically at the dealership when I have an approved loan pending finalization because they were waiting for all documentation to be uploaded as per their request. Tracy Nissan is a preferred dealership with *********** Auto finance and should understand which documentation is needed and the timeframe needed to upload the documents. I am now currently waiting on ************************ to finalize the loan ***** stated was denied and ***** was also advised it was not denied. They have lied multiple times and kept me in the dark for their mistake, which is their fault for not submitting the paperwork with all the documentation and submitting it in late in 2/18/2025 which was one week before my first payment was due. More documentation was also submitted on 3/6/25 which is what *********** kept faxing to be submitted. 
  

• Initial Complaint

  Date:12/20/2024

  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.

  I went to buy a car and went to Nissan Tracy. I met with ******, I traded in my *** x6 and they valued it at $7,000. I put $2,000 down as well. We made a deal on a 2019 *******. ****** let me drive off with the temporary license plate and had ******* come to my house to check the *** number on another day. Per ******, we would be receiving license plate and registration in the mail, it never came. When contacting Nissan about the issue, they gave me the run around and told me that ****** had been fired. Okay well I still need a legit registration. When I call the ***, they tell me that I am not listed as the registered owner. I've been paying on this car since 2023 to Patelco, the bank I have the loan with. Turns out the *** number that is on the license plate is not the *** number that the bank has. Nissan has failed and refused to provide registration, license plate, and has mishandled vehicle documentation. I have contacted the regional Manager at Nissan, **** ******, he is communicating with Patelco to fix this issue. However, Patelco is now telling me that it's their understanding that I want to keep the car, even though I told **** and the bank I need reimbursement for the money I already put towards it. What about the other person? Who does the *** number belong to? On both the temporary license plate and the *** # that the bank has? How did they create this web of lies? Who else is this affecting? Per **** with Nissan, they are working to resolve the issue but I need reimbursment for their mistake and breach of contract. I just need them to own up to what they did. This error has not only delayed the registration process but also raised serious concerns about the accuracy and transparency of their sales practices. I believe this situation requires immediate attention, as such negligence undermines consumer trust and could have legal implications for buyers.

  Business Response

  Date: 01/02/2025

  I heard of this matter on 12/18/2024, I called ******* ********** that evening to discuss what happened and he told me he was willing to get his matter resolved, I told him I would have a solution for him within a few days. The next day 12/19/2024 I spoke with Patelco CU with the solution where it would be very simple on ******* and would not even have to leave his home all would be done by docu sign. I called ******* with the great news and stated he was working and could not talk due to being at work and said he would call me back 12/19/2024and he never did. On 12/20/2024 he called my cell phone and demanded his down payment that he never put down his contract was 0 down and had 2k negative equity, I told him I thought you wanted to get this resolved on your vehicle and all you have to do is Call ******* or **** in the title department at Patelco CU. He said no, I told him to come to the dealer ship on 12/28/2024 and go over all his options. After sitting with him and my salesperson and ******* was accompanied by his girlfriend, he said he needed till Monday to think over his options and would come to finalize the matter he did not call nor show up. I finally reached out to him to ask what is going and that it is in my best interest to resolve this matter asap.

• Initial Complaint

  Date:12/09/2024

  Type:Sales and Advertising Issues
  Status:

  UnansweredMore 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 Sunday December 8, 2024 I saw an advertising on ********** for a ***** CRV L for the price of $36,480 from Tracy Nissan. I called Tracy Nissan and spoke with ****** where he confirmed that the vehicle was available to purchase at $36,480. I told him I wanted to make sure before I made the drive of 1.5 hours to the dealership. He confirmed the vehicle was in stock at $36,480. When I arrived at Tracy Nissan an hour and a half later I was told that the vehicle was $39,000+ because there were some mandatory add-ons to the vehicle that cost about $3,000 and the sale price had increased to over $39,000 and that is the price I need to pay. I told them they advertised the vehicle at $36,480 and that's the price they should honor because no disclosure was made of additional mandatory add-ons. The manager **** ****** said he has the right to refuse business to anyone and refused to honor the advertised price of $36,480. I believe I am a victim of False Advertisement and Bate and Switch. This business should not be allowed to break laws to get a sale and defraud people to buy a vehicle under false pretenses.

• Initial Complaint

  Date:11/21/2024

  Type:Sales and Advertising Issues
  Status:

  UnansweredMore 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 had 2 months left on my lease. Tracy Nissan called me on Aug. 9, 2024. They said they're low on used car inventory and asked if I want to return my car early, they will pay the remainder of the payments. They also said if I decide to buy or lease another new car, they have some good customer loyalty deals. I agreed, and I came into the dealership and found a new car that I liked. So I signed all the paperwork and came back the next day to pick up my new car. I turned in my old car a week later, because I had to replace the worn tires (this was a term of my lease).The last payment I made for my old car was on Aug. 6. Tracy Nissan took possession of the car on Aug. 16. On Oct. 10, I received a bill from Nissan-Infiniti bank for just over $1,000 for the last 2 payments remaining on the lease, the disposition fee, excess wear and use, and taxes. I called the bank, explained that I was asked to return my old car early and promised that I would not have to pay any of these end of lease charges because I did lease another new vehicle. The person I spoke to from the bank verified this and he reversed all the charges except one final lease payment of $363.86. He said he can only waive 1 payment, and if the dealership made that promise, they need to take care of it. He also said that this sort of deal is very common. I have called Tracy Nissan 13 times and gone in person 2 times trying to resolve this matter. Every time I talk to someone, they say they don't have the authority to handle this, but a manager will call me back. No one ever calls back. Ever. When I went in person, an assistant manager offered to give me the same amount in credit that I could use in their service ***** but that doesn't help me. I had to pay the bill because it was about to go to collections. Tracy Nissan needs to reimburse me $363.86.

• Initial Complaint

  Date:10/15/2024

  Type:Product 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.

  Upon purchase of my 2023 maxima at Tracy Nissan back in 07/2023 I also purchased the Security Plus extended warranty, GAP, and ************ change plans. On 10/08/2024 i traded the maxima in at Future Nissan in Folsom. On 10/09 I reached out to Tracy Nissan via email to finance managers ****** and ****** and the client relations rep ****** for assistance with canceling my GAP, Extended warranty, and the lifetime oil plan. I received no response from anyone of them. On 10/09, 10/10, and 10/11 i had attempted to reach their finance department for follow up and left multiple messages. Sunday 10/13 I chose to drive from *******, CA to Tracy Nissan and speak with ****** in person and per our conversation, he was aware of my calls and emails but was "too wrapped up in deals to assist me". ****** had also made mentions of "not being able to cancel warranties on Sunday as they are closed". ****** also mentioned how "a docusign would be sent via email". I have yet to receive any correspondence from ****** or ******. 10/14 at 15:52pm i chose to follow up with ****** via phone - his words were "I'm sorry, my office has been full all morning and afternoon and I haven't been able to work on it"..My ask is that ****** and his fellow colleagues in the finance department assist with my request as opposed to evading. As per ****, the Maxima loan has been paid in full.  

  Business Response

  Date: 11/12/2024

  Dear **** ********

  Thank you for bringing this matter to my attention, and I sincerely apologize for the lack of timely assistance you've received. I only recently learned about your situation, and I want to assure you that I am personally overseeing your request to ensure its resolved as quickly as possible.

  I am working with our finance team to expedite the cancellation of your GAP, Extended Warranty, and ************ Change plans, effective as of 10/08/2024. We will reach out to you via email in a timely manner to confirm the cancellations and notify you when any applicable refunds are ready for pick-up.

  Again, I apologize for the inconvenience and frustration this delay has caused. Thank you for your patience, and please dont hesitate to contact me directly if you have further concerns.

  Warm regards,
  **** ******
  General Manager
  Tracy Nissan

  Customer Answer

  Date: 11/12/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the Tracy Nissan in reference to my concern, and find that this resolution is satisfactory to me.
  
  Ill be awaiting the email communication relative to the monies owed|due.

   

  Kindly,

   

  ****

• Initial Complaint

  Date:08/02/2024

  Type:Product 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 7/12/24 I sold/traded my 2019 Acura RDX VIN #***************** which I purchased from Tracy Nissan on 3/6/23. On 7/22/24 I reached out to the dealership via phone and also via the Chat on their website advising them that the vehicle was sold on 7/12/24 and that I needed the finance department to submit cancellations for 4 optional coverages so I would receive my refunds: **** Security System $1,500, Finishing Touch (was never installed) $795, *************** Contract $4,500, and the *** coverage $995. The Chat person ******* advised she was submitting the request to the TEAM and they would contact me. They never did and its 8/2. We've left numerous voice messages, not one returns calls. They are holding my money by not submitting the cancellations. They should pay me interest on the funds they are holding. I've spent numerous hours today since this morning on their chat, and on calling them. I get transferred to voice mail, or they never pick up the phone. I finally reached ******** at ************ in ************* at 1:20 pm today. She read the chat that was submitted to them on 7/22/24. THEY NEVER DID ANYTHING ABOUT THE CANCELLATIONS! She said ****** the finance guy was at lunch he would call back in 20 mins. He did not. I called again and she transferred me to voice mail. I called again and was on hold for 5 mins. She said that ******* would review the information (****** was on vacation NOT at lunch) and will get back to me. She said she is busy with customers. I said I've been in their QUE since 7/22/24 and I expect a call within 1 hour. They need to start the refund process and it appears that they are purposely refusing to do so. This is costing me money. They need to resolve this ASAP. They are giving me the run around and that's not ok.

  Business Response

  Date: 11/12/2024

  Thank you for reaching out and sharing your experience. As the General Manager, it has been brought to my attention that you are not satisfied with how this matter has been handled, and I want to assure you that our goal is to turn this around.
  
  Ive reviewed the details of your experience, including the steps you took on 7/12/24 to cancel the optional coverages on your 2019 Acura RDX and the communication you had with our team through various channels. Its clear that our attempts to address your needs fell short of providing the timely and thorough response you deserve, and for that, I apologize.
  
  To expedite this process, I will personally ensure that the necessary cancellations for the **** ******************************** Contract, and GAP coverage are completed promptly. Ill keep you updated throughout, and you can expect a follow-up from me by [specific date, e.g., the end of the week] at the latest.
  
  Thank you again for your patience, and please feel free to reach out to me directly if you have any further concerns.

• Initial Complaint

  Date:06/09/2024

  Type:Billing 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.

  A 2021 ***** Pilot was purchased on 05/16/2024 from Tracy Nissan. It was a late night transaction and the dealership fraudulently charged me for products and services which I never authorized for but kept pushing me and my family to sign the documents so they can close the dealership for the day. Nothing was explained as to what I was signing for. These include being charged for a theft code two times, one for $895 and a second for $299, and also a **** security system which I was charged $995. I spoke with the finance department and *************************** indicated this is 'how the dealership makes its money.' I also met with the General Manager of the dealership, *********************. Instead of helping resolve the matter, he started discussing about my religious and political background which I found to be very offensive and he was ready to physically assault me while I was in his office. I would like for BBB to intervene in this matter and for the dealership to give a refund of these unauthorized charges. I shouldn't have to pay for anything I did not authorize. As per online reviews from other customers on ****** and Yelp, this practice appears to be routine at Tracy Nissan.

  Business Response

  Date: 07/08/2024

  I appreciate your feedback and I apologize for the inconvenience with the staff, but we preinstall **** security and etch code on all of our vehicles and we disclose it on the window of the vehicle. Per our conversation at the store the vehicle was discounted more to make up for the cost of the items and for it to fit in the budget.

• Initial Complaint

  Date:02/26/2024

  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.

  While we were test driving the vehicle on 2/13/24 a warning came that said Service Air Suspension System Immediately. We were told it passed the 100+ point inspection. We bought a vehicle on the evening of 2/13/24. On 2/14 around noon I returned the vehicle as the warning came back on while I was driving with a salesman named ******. I asked for the inspection report and never received it. They kept the vehicle and said they would fix it as well as the radio. I was given a car to drive but I returned it on 2/15/24 and requested a car comparable to what we purchased. We were loaned a small suv. On 2/19/24 I called for an update and the service manager ** told me that he would be sending it to Manteca Dodge, he had a buddy ***** that could look at it. He said he would give me an update my 2/21/24. I did not hear from him so I called and left my info and ** called me back. He said he had not heard from Manteca and would call them in the next morning and call me with an update. I did not receive a call on 2/22. I called Jt on 2/23 and left my info again and he called back and left a voicemail. ** said that the car was at Tracy dodge and they wouldn't have the part to fix it until 2/27. I called JT back and asked why it was now at Tracy when he told me that it was in Manteca. He said it wasnt taken to Manteca. I told him he lied to me about it going to Manteca. He said he didnt appreciate being called a liar, I dont appreciate being lied to. He said the radio didnt come in and he didnt know why. ** told me he would pass my info on the a ** and I could speak to the ** going forward. I heard nothing from them since 2/23. I called to talk to the ** on 2/26. **** said he would do his best to get our car fixed and the radio replaced ****. I dont trust this business as the lies were ridiculous. I had my car less than 24 hours and they have had it for almost 2 weeks and it is not fixed. I want the car fixed or the contract nullified immediately.

  Business Response

  Date: 03/26/2024

  ******* purchased a used 2018 Jeep Grand Cherokee with ****** for a very fair price. The vehicle suspension light came on and we advised her to bring it in to diagnose, we loaned her a vehicle free of charge while we diagnosed the problem and discovered it had a bad air hose for the air suspension the vehicle was supposed to go to Manteca CDJR but do to time and trying to get the car back to ******* in a timely manner we suggested we send the vehicle to Tracy CDJR for repair and reprograming since it is a Jeep only job do to software and programming. When they installed the hose, they discovered that the air compressor was not working accordingly due to the hose that caused the air pump to fail prematurely. I told ** to order the pump and get it fixed at the dealers' expense and not charge to *******. Reason for all this taking longer than expected was parts were on back order and took time between diagnosis and part receiving's pro longed the situation. Since 03/15/2024 ******* has picked up her vehicle fixed with money out of pocket detailed and a full tank of fuel. I know in my heart Tracy Nissan went above and beyond for ******* whereas people that have trouble with new cars do not receive this kind of world class service.

  Thanks, 

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