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:04/14/2025

  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 brought my Nissan rogue into Nissan Fort Collins on 4/4/2025. Since then they have failed to return my calls, they have not disclosed issues with the car until theyve already gouged me for thousands of dollars, even though there was a mandatory $200 diagnostic fee.They attempted to charge me $350 for a crankshaft sensor part. I had this particular part and brought it to them and that only ended up being $100 total. After fixing this sensor they attempted to charge me $1,800 on April 11, 2025 to replace my fuel injectors. I told them I didnt need a new part and just wanted them to clean it out. I declined this service and attempted to call them several times throughout the last three days. I was finally able to make contact over text 4/14/2025 and they are still avoiding my calls while charging me thousands for new and unforeseen issues that should have been discovered in their original diagnosis of the vehicle. I believe they are taking advantage of my situation as a college student. Trying to play me for an idiot and taking as much as they can as slow as possible to maximize their profits.

  Business Response

  Date: 04/18/2025

  We are sorry to hear that ******** experience has not been ideal. We have reviewed our internal records, including our call tracking software, and did not see a high volume of missed or unanswered calls or texts during the period the vehicle was in our care. That said, we understand how frustrating it can be when communication doesnt feel as responsive as expected, and we sincerely apologize for any inconvenience the customer experienced.
  Regarding the repair work performed, the customer was charged the two original, approved estimates and nothing beyond that. While we did end up installing new fuel injectors in the vehicle to ensure proper performance, that work was done at no additional cost to the customer. We understand there was a concern over the crankshaft position sensor as well, and we were happy to use the customers part and reduce the cost accordingly to reflect only the labor performed.  
  Our goal throughout the process was to restore the vehicle to safe and reliable operating condition. The vehicle has since been repaired and picked up by the customer, and we hope it is now running to their satisfaction. We regret that the process caused frustration, but we do appreciate the opportunity to make things right and thank the customer for their patience.

• Initial Complaint

  Date:10/30/2024

  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.

  On 9/28/24 I brought my 2023 Nissan Rouge into Ft Collins Nissan due to a Service CVT warning, and check engine light. After waiting for the for several hours I was told the vehicle was running normally and the issue was caused by possible momentary low voltage from the battery. I was told this issue would not be covered under the power train warranty and would have to pay for the diagnostic. While traveling home just a few hours later, my vehicle again flashed several warning lights including check engine, AWD failure and service CVT, the vehicle had to be towed from the side of the interstate to the closest nissan dealer in ******. After this, I contacted the service manager at **. Collins Nissan, ****, to try and obtain a refund for the service. He informed me that refunds are typically only issued in the case of misdiagnosis or other similar reasons and to contact him again when the other dealership had determined the issue with the vehicle. The other Nissan dealer discovered the problem was with a thermostat hose between the coolant system and the transmission, and there for would be covered under warranty. The part was back ordered and was at the dealer for almost two weeks, forcing me to pay not only a tow but a rental vehicle as well. Upon learning this, I attempted to contact **** at Ft. Collins Nissan several times to arrange refund, as the issue with the vehicle was infact a warranty issue. I have left 3x messages over the course of several weeks and he has not returned my calls. I find this extremely unprofessional and it seems like he is trying to avoid speaking to me to have to issue a refund. I have attached the service documentation from the second Nissan dealer showing that it was a warranty issue. Beyond the fact that the issue was under warranty and was misdiagnosed, I had to pay additional money for a tow and rental car, and I believe a refund is the proper way to make me whole for this issue.

  Business Response

  Date: 11/04/2024

  I was able to review the document provided as well as the service history the vehicle had here.  It would seem that the codes and lights that appeared after the vehicle left our dealership were different than what was present when it had arrived.  I am confident that if we had these additional codes we would have been able to better diagnose the issue and repair it accordingly.  However, with the benefit of hindsight, it is clear to see that the issue was never clearly identified and I am in agreement with refunding the customer for the diagnosis they paid. 

  Customer Answer

  Date: 11/04/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business, and find that this resolution is satisfactory to me.
  
  Regards,
  
  ******** *****

• Initial Complaint

  Date:04/10/2024

  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.

  I had an 18 month Lease Agreement with Nissan Fort Collins.
  I paid every month on time.
  The lease agreement expired on 2/22/24.
  I returned the 2022 Nissan Frontier on 2/22/24 to two salesman.
  Lease agreement was to not exceed 15,000 miles.
  I returned the vehicle with approximately 12,500 miles on the vehicle.
  Nissan Financing (NMAC) is reporting on my credit now that I haven’t returned the vehicle.
  When I contacted NMAC, they would not help me. They said the dealer was supposed to contact them.
  
  In closing, I have NEVER been late or missed a payment in my life. My credit is/was perfect. I mean, I got approved for a lease after all.
  I suffer from extreme anxiety so dealing with these bullies is hard for me.
  Thank you for any help you can provide.
  
  Sincerely,
  Doug

  Business Response

  Date: 04/19/2024

  Upon receiving this complaint I did verify that Mr. Johnson's Frontier was dropped off at the dealership without Nissan Motor Acceptance Corporation being notified.  We immediately sent supporting documentation (attached letter) to NMAC to notify them of the error so that they could rectify the account.  We have reached out to NMAC to confirm that the vehicle is now properly received into their system and going through the processing stage as it should be.  Nissan wasn't able to give us any documentation showing the account but asked that we have Mr. Johnson reach out to them directly with any questions he may have.  I have spoken with Mr. Johnson and given him this information and my assurance I am willing to help if there is anything else needed from us.

• Initial Complaint

  Date:01/29/2024

  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.

  Purchased a 'buy 5, get 2 free' oil change service plan a couple of business days after having purchased a brand new 2023 Nissan Rogue (service plan purchased April 10, 2023).
  I was able to redeem one oil change prior to returning the vehicle under the Colorado Lemon Law.
  During the lemon proceedings, I was advised by my counsel that the service agreement would not be refundable through the settlement process, and that I would need to work directly with Nissan.
  Going to the dealer who I purchased the service plan from, they informed me that I would need to contact Nissan consumer affairs department. I contact NCA department, who told me that since I had retained a lawyer, they were unable to speak with me (although I tried to explain that this was a separate claim and separate transaction from the Lemon claim) until I provide a letter from the lawyer saying the representation had ended.
  Our settlement came through, I forwarded to Nissan Consumer Affairs the letter stating that the representation has ended, and I received a phone call 1/25/2024 from a NCA rep who told me that the refund was in my settlement. When I corrected him by stating that my line item settlement does not include this refund, he advised that he cannot access the settlement to verify, and that representation has been completed, so the case is closed.
  This is an endless loop of finger pointing within Nissan, and not honoring the purchased product in the intent of the agreement.

  Business Response

  Date: 01/30/2024

  The dealership was able to verify that the cancellation had taken place by Nissan.  I can not speculate as to why the Nissan representative gave incorrect information regarding the cancellation, but we were able to locate the funds and we are refunding them to the customer.  The amount of the refund received from Nissan was the prorated amount of the remaining contract minus the cancellation fee.  I was able to speak with the customer and apologized for the confusion as well as let them know they will be receiving the refund. 

   

• Initial Complaint

  Date:09/20/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  They are pushing my car to the side and not doing the necessary work because of personal issues.
  
  (7/27) Car towed into Fort Collins Nissan
  (7/31) Approved work
  (8/2) Car went into shop
  (8/3) Told it would be done, paid for work, didn’t resolve issue recommended more work and approved the work
  (8/10) Car went in
  (8/11) Told that it is full transmission faliure
  (8/11-8/22) Waited for and asked service advisor to schedule warranty inspection.
  MY JOB WAS IGNORED DESPITE BEING PAYING CUSTOMER
  (9/14) Told the transmission would be in by 9/16 for me to transfer to different service department
  (9/19) Transmission still not in

  Business Response

  Date: 10/02/2023

  The customer's vehicle was originally in for a clutch replacement.  After that first repair had been completed, it then seemed like there was some additional issues that were not apparent with the clutch being inoperable.  The vehicle then needed further diagnostic inspection to determine what the mechanical failure was and if the customer's warranty would cover it.  Being that it had the potential of being covered by the warranty, we needed to adhere to the warranty policies that no doubt prolonged the time taken in the shop.  Since the time of this letter, the vehicle's transmission has been reassembled and then towed to another shop for further inspection and repair (it left our lot 9/20/23) .  I understand the frustration of having a broken vehicle and then having additional time waiting on the response of the warranty administrator, and in some instances we need to have approval from the customer to advance the inspection just in case warranty does not cover the repair and the customer would then be liable.  I know in this instance the repair was complicated by the coverage of the warranty, and looking through the history of contact with the customer, it would appear a lack of communication back to the dealership may also have contributed to the delay.  I know that the dealership that the vehicle went to was able to find the issue, and it was a portion of the repair that we had performed.  We were able to identify the repair on the service repair order and come up with a agreeable amount of compensation back to the customer.  I hope this explains the situation but let me know if there is any additional information required.

  Business Response

  Date: 10/06/2023

  Here are the concluding documents showing the agreement reached with the customer and compensation back to them for the work that was done improperly.  Let me know if there are any other additional questions or explanation is needed.  Thank you.

   

  Josh Ingrim

• Initial Complaint

  Date:07/26/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought two new trucks from this dealer 2016 diesel titan that had ECU issues that this dealer never fixed. And now a2022 frontier that has a front suspension popping noise that they just can't seem to find or hear. I have a video of the nose and still they don't want to fix or find the issue. This is all been recorded in Nissan corporation as well with service orders on both trucks. Don't buy anything from this dealership family and don't buy Nissan anymore. This dealer doesn't care about the customer and the service techs show that in there work. Justin is great but the main service manager didn't care and wouldn't talk to me about both trucks. After Tynan's sold this dealership, the concern for customers was sold also! The Tynan's family would have never let this get to this point before actually doing something to resolve the issue. This company will not help or find warranty issues so I guess that says it all. Please go to any other Nissan dealer if you want to buy a Nissan. Oh and July 25 2023 last time I took it in to find the issue, the volume in the radio was at turned to the max so when I turned the radio on it scared me, while driving, and almost blew out my speakers! In all this is a horrible dealership and will only take your money and leave to without transportation to work and family obligations! Do not buy anything from Nissan anymore! The video is to large to share here but I will try to post on YouTube.

  Business Response

  Date: 08/03/2023

   I reviewed the complaint and contacted Mr. Walker.  I think there is some miscommunication and if there is problems with his vehicle, it should be covered under warranty.  We will be having the customer bring the vehicle in to better diagnose the problem and come up with a solution/repair.  This is not a resolution but I am confident if we uncover the issue we are very likely to have it covered under Nissan warranty.  There would be no reason my service department shouldn't want to help in assisting Mr. Walker in the repair of his vehicle.  We will have an appointment scheduled soon and hopefully a fix shortly after.  Let me know if there is anything else needed in the meantime. Thank you.