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:07/25/2023

  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.

  I purchased a used car from Middletown Nissan on June 26, 2023. They have yet to transfer title to me (doesn't ** law require this to be completed with 15 days?) nor have they transferred registration from my former car to the new one. The agreement for temporary use of the new car, with dealer plates, expires July 26, 2023. They said they could not extend the agreement and that driving the car after that date would be at my risk; I was told by their representative, "don't get caught". I would like to have them complete the transfer of title and registration quickly and to provide me with a valid agreement for temporary use if they can't do this before expiration of the present agreement.

  Business Response

  Date: 07/26/2023

  After speaking with the customer, we have rectified  any issues or concerns the customer had regarding the registration.  The vehicles registration was processed and finalized and the customer is taken care of and happy.

  Customer Answer

  Date: 07/26/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:  title to the new car has not been received yet.  While it is understood this will take some additional time, no objective evidence has been supplied indicating Middletown Nissan has properly completed all of their work for this to happen.  The nature of the complaint deals with timely execution of promises made to me as a customer and has nothing to do with customer satisfaction for services provided.
  
  
  
  Sincerely,
  
  
  
  **** ******

  Business Response

  Date: 07/27/2023

  Mr. ******, we are sorry that you feel this way and we would like to ensure you that we will do anything to make sure you are a happy and satisfied customer. Please, if you have any more questions comments or concerns reach to us at ###-###-####. Once again, our apologies on behalf of the establishment and please for any reason don't hesitate to reach out for any other questions or concerns.  

• Initial Complaint

  Date:06/30/2023

  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 June 14, I went to Middletown Nissan and traded in my 2014 **** ******* to purchase a 2019 ******i *******. I was initially going to decline the vehicle because I did not like that one of the fenders does not match the color of the rest of the vehicle, but the representatives insisted that they would arrange to take care of that as soon as possible so that the vehicle would be to my liking. They mentioned that they would keep in touch about it. Upon this, I agreed. I was also told that the dealership's registration systems were down, so I was given dealer plates and a "Temporary Loan of Motor Vehicle" agreement, along with all required documents, to be able to drive the vehicle in the meantime. The vehicle is fully insured under my policy.
  
  However, more than two weeks later, my calls have not been returned regarding either being able to register the vehicle or arranging to complete the body work that the dealership had promised when I was agreeing to purchase the vehicle. Also, the Temporary Loan of Vehicle document provided to me expired on June 21, so I am not even aware if it is fully legal for me to be operating this vehicle on a normal basis as of now. As I feel that these have been dishonest and dismissive business practices, I would appreciate any help in facilitating a return of this vehicle, and for me to receive my trade-in vehicle back, which is still in the dealership's possession. Thanks so much.

  Business Response

  Date: 06/30/2023

  Apologize for any inconvenience or frustration caused by the problem

  MR. ******* purchased the vehicle as we agreed on that matter! And yes he is fully legal to operate on the dealer plate. 

  I am trying to reach Mr ******* and assist him. left VM this is my direct phone number ###-###-####. 

  Please do not hesitate to contact me for any further actions

   

  Customer Answer

  Date: 06/30/2023

  
  
  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.
  
  
  
  
  Sincerely,
  
  
  
  ***** *******

• Initial Complaint

  Date:04/14/2023

  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 purchased a 2021 ****** ****** ** *** in February 2021 new off the lot. I purchased gap insurance for the car in the finance office at time of sale. I traded the car in 3/27/2023 and have tried contacting middletown nissan on multiple occasions looking to cancel the gap insurance and get a refund for the amount unused. I am consistently told I will be contacted "asap" regarding canceling the policy, however, in 2 weeks I've never received a single call back or email.

  Business Response

  Date: 04/18/2023

  Hello Mr. *******.  I am reaching out to you in regards to complaint #********.  We have tried on multiple occasions on multiple different platforms including text and phone calls to get in touch with you regarding your request for cancellation. We would be more than happy to assist you in anyway possible, we just need to communicate with you in order to get the process started for the cancellation. Please at your earliest convenience call the store at ###-###-#### Ext *** so we can further assist you in your request. Thank you for your concern, and we hope to hear from you soon.

• Initial Complaint

  Date:02/03/2023

  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’m emailing to lodge a complaint because of an experience I had with Middletown Nissan ** *********** **. I had an issue with my 2015 *****. I had it towed to my usual mechanic, and when we were told it was a transmission issue with several transmission error codes, we had it towed to Middletown Nissan.
  
  Once it was there, I was told that this model of Nissan did not come standard with a transmission cooling unit as, “Nissan didn’t think they were necessary on a few models of the *****, including this one.” I was told that with the cost of parts, labor and taxes it would cost approximately $5000 with it.
  
  I was told it would have been valued at about $1000 if I traded it in with the transmission in its condition as is, and that the car was valued at about $5000-$7000 with a working transmission.
  
  On the day the repairs were expected to be completed, I got a call from Nissan. Apparently the invoice I originally got was a mistake, and that it only covered two hours of the labor entailed in the repair. The estimated cost after this was corrected was approximately $8700, well over the estimated value of the car. At this point I was already without a car for nearly a week, my preschool age daughter had been missing school because we could not get her there, and my wife and I were trying to use our one remaining car to continue going to work.
  
  Because of the mistake we were unable to make an informed decision, and as a result were without a car for a week when we probably would have purchased a new one sooner than that with the “correct” price. Nissan ‘brought the price down’ to $6300, which is still $1300 more than originally estimated. Due to the length of time without a car and my wife and I scrambling to take time off work so we could be there for our kids, we were left with no real choice but to pay the extra cost, since the work was already done.
  
  We found out that the omission of this cooling unit by Nissan frequently leads to transmission problems.

  Business Response

  Date: 02/06/2023

  I do apologize for the mistake. We identified the issue relativly soon and made up for the mistake by doing the repair at cost. If you chose to not replace the cooler we would of gladly removed it for you. I would still be happy ro remove the cooler if you want to. Please reach out to me at ###-###-#### to discuss the situation.

  regards,

  Gino 

• Initial Complaint

  Date:09/20/2022

  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 currently have an active lease with this dealership. I dropped my car off for service to fix a problem that is under warranty. While I was waiting in the service area I saw quite a few unprofessional things going on. I decided to write a ****** review. The service manager called me a little while later to take down the review and after refusing he hung up on me. He then called me back swearing at me and told me I better take it down. When I said no, he threatened to not fix my car that is under warranty and to come pick up my car.

  Business Response

  Date: 09/22/2022

  Customer has been taken care of and vehicle has been fixed. 

  Thank you 

  Customer Answer

  Date: 09/22/2022

  
  
  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.
  
  
  
  
  Sincerely,
  
  
  
  ***** ********