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:07/01/2025

  Type:Customer Service 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 am writing to formally express my deep dissatisfaction with the treatment I received at Nissan of Van Nuys service center during a recent visit regarding a scheduled maintenance appointment for my Nissan GTR.I arrived with a printed price quote from Nissan of Van Nuys service department detailing a list of recommended services and corresponding pricing for my specific vehicle. This quote included my name, VIN number, and all relevant car details, clearly confirming its accuracy and applicability to my GTR.However, the service manager, Mr. ******* *. Carbon, outright refused to honor the pricing and service commitments listed in the quote. He was not only dismissive but also extremely rude and unprofessional in his manner. He claimed the quote wasnt meant for my car, despite all the identifying information clearly matching. Furthermore, he refused to perform several of the services listed and even declined to honor a promotional offer that was emailed to me directlyagain, specific to my vehicle, which I used before at that location. I have never encountered such unacceptable and disrespectful behavior from a dealerships representative. His demeanor and refusal to take responsibility reflect poorly on your service department and overall customer care. As a long-standing customer, I expected to be treated with honesty, respect, and ****************** make matters worse, I lost an entire workday due to this incident and left the service center without the scheduled work being completed. This experience has been extremely upsetting and frustrating

• Initial Complaint

  Date:06/11/2025

  Type:Service or Repair 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 took my 2021 Nissan NV200 to the Nissan of van nuys for service because of a check engine light that appeared on my dashboard on May 08, 2025. The dtc code was p0706 , which after extensive research that I did pointed to the transmission range sensor being the problem and needing to be replaced, the problem is Nissan doesnt sale that part so its possible that the whole transmission needs to be replaced . So I left my car with them, and one week later there charging me $1500 for the harness of the transmission sensor even though it wasnt defective so fast forward 2 weeks , they still have my car and problem not fixed . By this time there telling me that theres a short and they need to find the short and order the harness that will take a week to be delivered. They told me that theres good news is that it is under warranty, but now on June 10, 2025 their telling me that it isnt under warranty and that it would cost out of pocket $2,600 plus the other $1500. This is after telling me almost every week that my car would be ready to pick up but it never happened . I also paid my monthly payment for the car on the 15th of May 2025 $640 but its been at the dealership of van nuys since may ****** and they still have my vehicle with no repair made. I need my car for work and I dont have that kind of money to repair it. Im sure they are ignoring the warranty and trying to fool me with a big bill in order for me to get my vehicle back.Also I wasnt offered a loaner vehicle and for the record The vehicle is a 2021 Nissan nv200 with ***** miles. I got it with 2000 miles . VIN- ***************** Please help me

• Initial Complaint

  Date:04/27/2025

  Type:Service or Repair 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 4/13/25, I walked in to the dealership in search of a used car. I was shown a 2021 Tesla Model Y and was told all its features, which included full self driving (FSD). The vehicle was a little bit over what I expected to spend on that model and looking online, there were cheaper options. However, a big selling point was that the car had the Full Self Drive software installed in it already. I purchased the vehicle, but pretty soon after I realized it did not have the **** I contacted the salesman on 4/22/25 via text to re-iterate that my new car did have **** He assured me in the messages that it should not be an extra fee and that it is included in the vehicle. After looking around, it was apparent they were wrong and my car did not have this feature unless I got a subscription or made a one-time payment of $8000. As per ****** website, *** that is purchased as a one time payment, will remain with the vehicles vin number unless the owner transfers the *** to a new ***** purchased by them. Went to the dealer on 4/26/25 to ask to return the car, as it did not have something that was promised. Manager of the dealer tried to say *** is a subscription they dont pay for or include in their vehicles. The salesman was called in and he admitted he did not know it didnt have it, as he is not very knowledgeable in Teslas. We told them they cant be selling products they dont know about, especially offering features they arent sure the vehicle has. After back and forth, we told the manager we were going to have to escalate the issue if its not resolved, he said, so be it. Lets have a problem and walked out to his back office. Video evidence of this interaction available upon request. We would just like to return the vehicle to them, as it does not match what I paid for and wanted.

• Initial Complaint

  Date:02/21/2025

  Type:Sales and Advertising 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 2- 9- 25, I visited Nissan of Van Nuys located at ***************** in the City of ********, to purchase a 2025 Nissan Rogue, I spoke with a sale representative who showed the vehicle and introduced me with the sales manager to continue the purchase of the vehicle, the sales manager and the sale representative said the vehicle has the Nexus InTouch VP GPS System and the price is $1,495 plus tax. I said several times that I do not want to buy the System and and every time the sales manager and the sale representative said the system is part of the vehicle and can not be removed and the service will be for five years and we need to buy it in order to purchase the vehicle. After we reviewed the sales documents, we discovered that the service was for three year instead of five as we were told. The next day on 2-*****. I called the ****************** and they said that the car dealers buy the system from them to protect the vehicles from loss or theft of their vehicles inventory, but at the expense of their customers by forcing them to buy the System to purchase their vehicles. On 2- ***** I returned to Nissan of Van Nuys and spoke with the same sale representative and explained that the system is not part of the vehicle and can be easily removed and requested a full refund of the $1,495 plus Tax that we were deceitfully forced to pay to purchase a vehicle. The sale representative said that we need to speak with the sales manager to request a refund, but he will be in the office on 2- *****. I returned the Nissan of Van Nuys on Friday and spoke with the sales manager and he continued repeating that the System is part of the vehicle and can not be removed and that was the final. We are asking that the System be removed from the vehicle immediately, and that I receive full refund of the $1495 plus Tax, and Nissan of Van Nuys be investigated and fined for the illegal and unethical business practices that they have done to me and other customers

  Business Response

  Date: 02/21/2025

  Good Afternoon *** *********,

   

  I apologize for anyone in this dealership giving you the impression that we do not put the customer first.  Let me begin by lettting you know the ************ does not support or will allow any actions where customers are not happy leaving our business and recommending us to their friends and family.

   

  Allow  us to make this right.  You will be receiving a call from either our General Manager ******* **********, or the Director of Finance ***** ****** to repair your image of us.

   

  thank you

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

   

• Initial Complaint

  Date:01/21/2025

  Type:Order 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 am submitting a formal complaint against ******* in the finance department at Nissan of Van Nuys due to unethical and misleading sales tactics during the purchase of my 2024 Nissan Versa.On January 8, 2025, I visited the dealership to purchase the car. After discussing terms, I left with a tentative contract but no physical paperwork. On January 16, 2025, ******* sent me a revised contract to sign. Upon reviewing it, I discovered that I was being charged for add-ons I had not agreed to, including a $1,495 theft deterrent system (In Touch VP GPS for 5 a year subscription)which was not ever mentioned to me once. Despite telling ******* multiple times that I did not want ************* or a service contract, he lied, stating the bank required these items. He said ************* ($846) and a service contract through ***** ($1,654) were mandatory for bank approval at the lower rate, which I now know was not true.******* also pressured me to sign the contract on my phone while I was at work, even though I requested to review it at home. He insisted that if I did not sign by midnight, the offer would expire. Additionally, ******* falsely claimed that if I removed the ************* and service contract, my APR would jump from *****% to *****%. This statement was clearly intended to force me into agreeing to the ********** was evident to me that ******* was more concerned with putting extra money in his pocket than securing a fair deal for me. His actions and pressure tactics were designed to increase his commission by adding unnecessary products to the contract, despite my objections. When I asked him direct questions about the charges, he was evasive and refused to provide clear answers.I am requesting that the contract be revised to remove the In Touch GPS, *************, and the ***** service contract, which together total $3,995. I have also placed a stop payment on the remaining $1,500 of my down payment until this issue is resolved.

  Business Response

  Date: 01/24/2025

  Subject: Resolution of Your Concern Regarding Your Recent ************************************ you for bringing your concerns to our attention. I want to personally express my sincerest apologies for any dissatisfaction youve experienced with your recent purchase from Nissan of Van Nuys.
  As our valued customer, your satisfaction is of the utmost importance to us. We understand the impact this situation may have caused, and we would like to offer a resolution that we hope demonstrates our commitment to your happiness and trust in our dealership.
  We are extending to you the option to return the vehicle and cancel the contract entirely. In addition, we will ensure that any and all down payments you have made will be refunded in full.
  Please feel free to reach out to me directly or Mr. ***** ****** our Finance Director so we can coordinate the next steps and make this process as smooth as possible. You can reach me at your earliest convenience at ********************* or at *********************************************
  We appreciate the opportunity to make this right for you and sincerely hope to restore your confidence in Nissan of Van Nuys.
  Best regards,
  ******* *******
  General Sales Manager
  Nissan of Van Nuys
  
  
  

• Initial Complaint

  Date:01/21/2025

  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.

  On Saturday, January 11th, I purchased a 2016 AMG GTS. Within twenty minutes of commencing the drive home, the oil warning light illuminated. I was obliged to return the vehicle to the dealership for necessary repairs the following morning. While the vehicle appeared to function normally for approximately three days, it subsequently experienced a loss of power (boost) and a malfunctioning fuel gauge. I subsequently engaged the services of an independent mechanic for an inspection. The inspection revealed a fluid leak in the transmission area. I returned the vehicle to the dealership on Saturday, January 17th for repair. The dealership denied the presence of any leaks and asserted that the vehicle was operating as intended. Following further discussion, dealership personnel advised that operating the vehicle solely in "Comfort Mode" was necessary to prevent fluid leakage from the differential, which they attributed to vibrations experienced in other driving modes. Despite the dealership's assurances, I observed a significant increase in the fluid leak upon inspecting the vehicle after returning home. On Sunday, January 19th, the vehicle again experienced a loss of power. I drove 80 miles back to the dealership to demonstrate the issue. A salesperson who had previously driven the vehicle accompanied me on this test drive. He acknowledged a noticeable decrease in vehicle performance compared to previous drives.He went inside for a few minutes and then asked me to go home because the car is fine. As Im review the papers I discovered that the financing amount was incorrectly stated and Im missing pages. I was initially informed that the financing amount was $50,000, which corresponded to the advertised vehicle price. However, a subsequent review of the documentation revealed a financing amount of $68,000. Given the aforementioned series of events, which have occurred within a span of less than a week, I hereby express my desire to rescind the purchase agreement.

  Business Response

  Date: 02/03/2025

  The customer was responded to through a secondary complaint sent to the Owner ***** **********.  Please verify you do not have this on file already.  

• Initial Complaint

  Date:07/25/2024

  Type:Order 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.

  June 29, 2024.I came out to purchase the 2019 transit connect wagon.I told the salesman **** multiple times that I did not want to have the theft device and I was told that it was not optional and could not be taken off. At least three times. He told me something about recouping the cost because they sell their cars at such a low price. What a heap of bologna!Now looking at the contract that I signed with ****** (finance) on the OPTIONAL page I see that the theft device is on there. I tell him, this is optional, then they call **** back into the office and he explains a fourth time that they cannot remove the device. I feel like I got strong armed to spending $1495 (plus tax) more dollars than necessary for something I did not want and has no use to me. Not once was I told that it was a 3 year subscription, nor was I provided any information or documentation on how to use the device I unwillingly was forced to purchase to take my dream vehicle off the lot. This is not a good business practice.

  Business Response

  Date: 07/26/2024

  Dear *****************************,

  Thank you for bringing your concerns to our attention. We sincerely apologize for any frustration and confusion you experienced during your recent purchase of the 2019 Transit Connect Wagon.
  I would like to clarify that our In Touch VP Tracking System is installed on all our vehicles as part of our dealership's comprehensive security measures. This policy is clearly stated on the addendums displayed on the windows of all our vehicles. Our goal is to ensure the security and protection of our inventory, which, in turn, benefits our customers by safeguarding their investments.
  We understand that you were informed multiple times that the theft device could not be removed and that this was communicated by our sales team,including ****. The tracking system is integral to our dealership's security protocols and is factored into our pricing structure to provide competitive rates while maintaining high security standards.
  However, I regret to hear that the optional nature of the device on the contract caused confusion. It is our responsibility to ensure that all aspects of the purchase are transparent and understood by our customers. We apologize if this was not the case during your experience.
  We value your feedback and will use it to improve our communication and customer service processes. If you have any further questions or would like to discuss this matter in more detail, please do not hesitate to contact myself or *****************************, General Manager directly.
  Thank you for your understanding, and we appreciate your business.

  
  Sincerely,
  ***************************
  General Sales Manager
  Nissan Of Van Nuys
  *********************
  

  
  

• Initial Complaint

  Date:02/09/2024

  Type:Sales and Advertising 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 Saturday, January 13, 2024, I visited Nissan of Van Nuys to purchase a 2019 Maserati Quattroporte. *******************, the Sales Manager informed me that they installed Nexus InTouch VP GPS System on all the cars because they had problems with a couple of cars being stolen from their lot and that I would have purchase it for $1,495 to acquire the car. I told him that I did not want it and people knowing my whereabouts every minute as I have been gun robbed before, and he stated that it was mandatory for the purchase, and that the finance company requires it. After reviewing the sales documents, I discovered that the Pre-Contract Disclosure" clearly states, The following goods and services are not required as a condition to obtaining financing terms for the purchase of the Vehicle: Optional Theft Deterrent Device(s): IN TOUCH VP THEFT. I returned to the dealership and showed ****** the document. He then stated that they can not remove it because they do not know where it is located in the car and Nexus do not tell them, and he stated that I saved thousands of the sales price so he does not see what the problem is. I told him that the Nexus Technician who install the systems on their cars on a weekly basis can easily uninstall it. He would not budge in his position. I am asking that the Nexus InTouch VP GPS System be removed from my vehicle IMMEDIATELY, and that I receive a FULL REFUND of the $1,495 plus Tax that I was illegally and deceitfully forced to pay to acquire the car; and that NISSAN OF VAN NUYS be investigated and fined by ALL Government and **************************** for the fraud, illegal and unethical business practices that they have done to me and other customers, and to protect future customers. If is clear that they are placing the Nexus InTouch VP GPS System in their vehicles to stop the loss and theft of their vehicle inventory, but at the expense of their customers by forcing them to buy the Nexus InTouch VP GPS System to acquire their cars.

  Business Response

  Date: 02/26/2024

  Dear Mr. ******************************** apologize for the inconvenience and frustration you experienced during your recent visit to Nissan of Van Nuys. It is certainly not our intention to deceive or force customers into purchasing additional products or services they do not desire.
  Upon reviewing your case, I understand the discrepancy regarding the Nexus InTouch VP GPS System and the pre-contract disclosure. It was never our intention to mislead you or violate your rights as a consumer. I sincerely apologize for any misunderstanding or inconvenience this may have caused.

  In light of this situation, I am pleased to inform you that we will be issuing a full refund of $1,495, for the Nexus InTouch VP GPS System.This refund will be processed promptly, and you should expect to see a check cut to you soon.
  Please accept our sincerest apologies for any inconvenience this may have caused. We value your business and strive to provide exceptional service to all our customers. If you have any further concerns or require assistance, please do not hesitate to contact me directly.

  Thank you for bringing this matter to our attention, and we appreciate your understanding and patience as we work to resolve it.

  
  Sincerely,

  
  ***************************
  General Sales Manager
  Nissan of Van Nuys

  
  

  Customer Answer

  Date: 02/27/2024

   
  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. I greatly appreciate Top Management's commitment to business ethics and customer service, and to see that the actions on one individual those not reflect the policy and business practices of the entire company. I will await to receive the Refund Check as it will reflects actions that coincide with their words. I am also grateful for the Better Business Bureau assistance and support in resolving this problem.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:10/18/2023

  Type:Sales and Advertising 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.

  This was a bait and switch, which turned into a nightmare. I was there for a ****, said it was "just sold"...but i would like this car. I am handicapped and went in with my service dog...and was obviously easy prey. **** (the salesman) was nice (of course) and would only let me test drive it around the block (1st indicator something was wrong)...then sat me at a table with ****** (evil asst ************** kept pressuring me to buy the car, I asked to to see the papers he had in the folder, and when I was within an inch of getting it...he would pull it away. It was freaking me out that I wasn't shown any papers AT ALL. Then I tried to text an acquaintance who worked at a dealership prior...trying to tell her he was making me really nervous and rushed, He tried to grab my phone, and said "I can text faster than you" (that happened twice)...which I said "NO" both times. He became more agitated and yelled "how dare you compare woman to me!" and stormed off. I finally got up with my service dog and went into the car, and started crying. **** came out and said if you just give me a check for 36K, we can get this done. NOTHING FELT RIGHT. I wish I would have driven away, but **** did his 'salesman spiel' on me. I wrote the check, and then when my service dog and I came back in, he sat me at a table FOR 5 hours. They did everyone but me. I was exhausted, and wasn't seen until 11 pm!! There was a heavy set unpleasant mafia-type guy. He kept saying "sign here...sign there"...never explaining what I was signing or initialing. There was also some place that said "something expired in a month"...and I said WHAT IS THIS...and he said, or that's actually 100K. Then at the end, I saw a Car Fax...that said it had 2 accidents! I said what is this to ****! **** said he didn't know anything about it either. They had 5 hours to show me anything!! I ended up taking the car in tears, knowing I was being frauded, and couldn't protect myself. The car drove badly on the way home...even an idiot light came on. I tried to call everyone on what to do...and was frightened and put a stop payment on the check at 11:45 pm. (***** agreed with me)...I took the car back in 2 days....and took pictures, and left the keys. In the pics you can see a corroded box in the car, and a defective molding around passenger window. They never washed the car, or filled the gas,, or fixed the damaged scratches inside the door. Which they promised ALL that when pushing the sell on me. I had to take an Uber home (which I have never done), and then continued to try to contact places to protect myself from them. Someone from ****** came over to try to help me contact a lawyer and BBB, etc. I was a a complete mess, and felt so stupid that I was a victim of fraud! Then the ****** place had the nerve to bring the car to my house, and leave the keys on my doorstep!! I was furious. Some mafia guy called a couple days before...and said 'something' about the car...and when I only got to say the bait and switch part...he hung up on me!! Then on Friday I got a disgusting text from him...*************************. **** is the *** of my company I work for UTA. Then my name is *******************. I told ******************* or ************************* to call me right away, He asked who I was...I said You called me.. Then said "if i called chances are it is concerning an unpaid item to my clients or maybe I'll call you tomorrow. ***" I replied "Not unpaid....PURE FRAUD! Already filed a complaint" He replied "Leave me alone Please" I said "no you called me and hung up" he then stupidly said "We spoke yesterday and no one called since (whatever THAY means!!) then he wrote "However check you wrote clearly said in memo section you knew you were purchasing a **** vehicle Clearly Leave me alone" I answered "****? Your as on the ball as them. i will include you in my complaint". When you look at my memo on the check there is NO ****, ****, or 2020. THEY FORGED THAT. I HAVE THE **** COPY...THERE IS NO DATE ON IT!!!! He then wrote" Bueno Clear as day you write 2020 on memo section on check The vehicle is yours" I wrote "Nope! Unless YOU are giving it to me...which is not mine. It's YOUR problems. YOUR fraud(s) and I have proof. It can sit there forever....maybe you are unaware of the MANY frauds and evidence.....He never answered again. I have checked the copy of the check memo...so THERE is NO date...they are illegal frauds and thief's and bully's. They act like the mafia. Did they think writing in 2020...would prove there point. IT ONLY SHOWS YET ANOTHER ILLEGAL ACT.They should be closed down immediately (look at they're ****** reviews...wish I had) I want my check back, and for them to get there piece of c*** of my property NOW!I believe the police should be involved in the forgery, as well!!I have tried to contact as many agency as possible...but I am not tech savvy...and I am ill, and all the stress has hastened the pain for the surgeries I need.PLEASE....DO SOMETHING! Thank you,***************************

  Business Response

  Date: 10/28/2023

  Dear ********************,

  
  I am writing to you as the General Sales Manager of NISSAN of Van Nuys. First and foremost, I would like to express our sincere regret for the distress and inconvenience you've experienced. It is always our goal to provide excellent service and transparency to our customers, and we apologize for any miscommunication that *** have occurred.

  Upon reviewing the series of events that transpired during your visit, I would like to clarify a few points:

  
  Test Drive: Our policy for test drives can sometimes vary based on several factors, including vehicle availability, current store traffic, and more. We apologize if you felt this was restrictive; it was not our intention to make you feel uncomfortable.

  
  Documentation: We always aim for transparency with our documentation. Any delay or reluctance to show paperwork is not standard procedure.

  
  Vehicle History: We provided you with A CARFAX document including all facts of vehicle as we received it from CARFAX.It is a crucial piece of information that every buyer has the right to know.

  
  Payment: The stop payment on your check caused the deal to be voided. We respect this decision, and I want to assure you that we have no intention of pursuing any financial obligations from you regarding this deal. We have also made note of your concerns about the memo section of your check. We maintain strict protocols about handling financial documents.
  
  In conclusion, I want to emphasize that at no point did we force or coerce you into purchasing the vehicle. The deal has been officially rescinded, particularly given the stop payment you enacted on your check. We have no intention of holding you to any contract or obligation, and the vehicle is no longer under your name or responsibility as we had also found out that you purchased another vehicle similiar to the one you had purchased from us the day after our sale. 

  Once again, I apologize for the distress you've experienced. Our aim has always been to maintain trust and a positive relationship with our customers. If you have further questions or would like to discuss this matter in person, please do not hesitate to contact me directly at **********************.

  Warm regards,

  
  *************************** General Sales Manager NISSAN of Van Nuys
  
  
  
  

  
  

• Initial Complaint

  Date:08/14/2023

  Type:Order 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 tried to re-negotiate the lease on my Nissan Leaf. I went to Nissan ******** and instead of trying to help me with my lease renewal, they sneakily made me purchase the car on a loan with terrible interest rate. The car is barely worth $13,000 dollars. Now I'm paying a loan for about $30,000 dollars. The manager of the store, ************************* is the only one who could had sorted this out for me. I tried calling them, I even went back to them the following day to explain that they made a big mistake and I had no intentions of buying the car. It's been over 2 months since then and despite my best efforts, nobody contacted me and nobody helped me to resolve the issue. I don't have the money to buy the car and I have no credit rating. I explained this to them multiple times. They want over $500 dollars a month but I can barely afford $250. I'd like to give the car back but Nissan refuses to help me with this case. I asked to give the car back the next day. It's colossal mistake. I'm 82 years old and we're in the middle of a writer's strike. There is no way I can afford to pay so much for an old car. I've been clearly scammed and there's nobody to help me. Please help me resolve this situation.

  Business Response

  Date: 08/14/2023

  Complaint ***********

  Dear Mr. *************************************** have thoroughly reviewed the complaint you submitted to the Better Business Bureau regarding your recent experience with our dealership. Firstly, we would like to extend our sincere apologies for any inconvenience and stress this situation has caused you.
  Understanding the gravity of the matter, and after looking into your specific situation, we acknowledge the following:

  Lease Buyout Clarification: We understand that there has been a misunderstanding regarding the lease buyout. The residual value or buyout price at the end of a lease term is set by the leasing company. However, the financing of that buyout, including the interest rate and loan terms, can be managed through our dealership but ultimately are set forth by Nissan ***************************** Nissans captive bank. Our role as a dealership in the lease-end buyout is primarily to facilitate and manage the required documentation for the transition. We acknowledge that the process might have not been communicated clearly or appeared to be convoluted, and we deeply apologize for any misunderstandings that arose from this but at no time did we try to take advantage of you as your terms where already negotiated when you originally leased your vehicle in the form of your residual.
  

  Timely Response: We sincerely apologize for the delay in our response to your concerns. Every customer's concerns should be addressed promptly. 

  In conclusion, I want to express my sincerest apologies for the challenges and confusion you've faced regarding your Nissan Leaf. It's never our intention to leave any of our customers feeling overwhelmed or unsatisfied with their experience at our dealership. I believe we have several viable options that might offer a solution:
  

  Trade Out of Vehicle: Depending on the current equity position of your vehicle, trading it in for a more financially manageable option might be feasible. We could explore vehicles with promotions or incentives that might be more aligned with your budget.
  

  Refinance Options: If you're more inclined to retain the Nissan Leaf, we can discuss refinancing options. By partnering with various financial institutions, we might be able to secure a lower interest rate or a more suitable monthly payment structure for you.
  

  Personal Assistance: I assure you that, should you choose to come back to our dealership, I will be directly involved in finding a solution that aligns with your needs. Your comfort and trust are paramount, and I'd like the opportunity to restore both.
  

  At your earliest convenience, I invite you to our dealership for a one-on-one conversation. We can sit down, evaluate your current situation in detail, and explore all potential options.
  Again, I deeply apologize for any inconvenience and hope that we can move forward in finding a resolution that puts you in a more comfortable position.
  

  Warmest regards,
  ***************************
  Nissan of Van Nuys