Complaints

This profile includes complaints for Weston Nissan Volvo's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Weston Nissan Volvo

  3650 Weston Road Davie, FL 33331

  
• 

  Weston Nissan Volvo

  2400 E. Commercial Blvd., Ste. #820 Fort Lauderdale, FL 33308

  

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:07/05/2025

  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 the evening of April 3, 2025, I traveled three hours to purchase a used 2023 Tesla Model 3 from Weston Nissan Volvo, based on its online advertisement describing the vehicle as being in like new condition. Upon arrival, one cosmetic imperfection was pointed out by a representative. Due to an intense thunderstorm at the time, visibility was limited. I relied on the dealerships claims and the advertised condition in deciding to proceed with the purchase.The next morningjust ************************************ daylight and discovered at least ten cosmetic defects on the exterior and four on the interior. These issues clearly contradict the like new condition that was advertised and stated by the dealership.I immediately contacted Weston Nissan Volvo to express my concern and requested to unwind the deal. My request was denied, and I was told they would attempt a repair. When I brought up the like new description, the salesperson claimed I had taken him too literally and denied that the advertisement ever included that languagedespite my providing screenshots proving otherwise.I have received a quote of around $900 to repair the most significant paint damage on the door. All four rims are also damaged, with replacements totaling about $1,000. I estimate no less than $3,000 is needed to restore the vehicle to the promised condition.I contacted General Manager **** ******* but have received no response.This appears to be a clear case of misrepresentation. I am requesting Weston Nissan Volvo either unwind the purchase or amend the contract with a written guarantee to restore the vehicle to the like new condition advertised, at no cost to me.

  

  Business Response

  Date: 07/11/2025

  This matter is resolved and the case should be closed.

  Based on the client's reservations about the vehicle condition, the dealership took the vehicle back and unwound the transaction. We believe vehicle purchases should be happy moments and we want this customer, and all customers, to feel excited about their vehicle.

  Customer Answer

  Date: 07/13/2025

   
  Complaint: 23559073
  
  I am rejecting this response because: The dealership received the vehicle back on Tuesday 7/8. I have video and a gps location showing the vehicle has been received. Despite this, my deposit has not been returned. I can only hope my bank note has been mailed back to as promised. The vehicle is also being driven, it was charged using my credit card on file to pay for it. This occurred before I fully removed the car from my Tesla account. I am eager to consider this matter closed, once the refunds have been processed. 
  
  Sincerely,
  
  ******* ******

• Initial Complaint

  Date:03/15/2025

  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.

  Terrible Experience Deceptive ******************************* Assault I would strongly advise against doing business with Weston Nissan Volvo. After we canceled our purchase within 24 hours due to deceptive sales practices, **** ******** verbally assaulted my wife when we requested a refund. The dealership refused to return our money, even after multiple attempts. We had to call the police, and shockingly, management (Mr. ******** left the building, leaving his staff to berate us further. They stole our money, and we are now taking legal action. Avoid this dealership at all costs they are unprofessional, dishonest, and have no respect for their customers. The vehicle had an active Android Auto / Apple Car Play in my 2018 Stelvio, which was removed on 10/2021. They want us to pay additional to repair the problem.

  

  Business Response

  Date: 03/19/2025

  The business obviously has a substantially different view of events here. However, without going into unnecessary details, on Sunday 3/16 the business offered to void the purchase and take the vehicle back, however the consumer said he wanted to keep the vehicle after all and it's our understanding the matter has been resolved.

  Customer Answer

  Date: 04/11/2025

  I respectfully disagree with the businesss account of events. At no point on Sunday, 3/16, was an offer made to void the purchase or take the vehicle back, nor did I express a desire to keep the vehicle. This version of events is inaccurate, and to our knowledge, the matter remains unresolved. The vehicle has since experienced several electrical issues and the ************** software was never re-installed. The car's auto ****** ID is ************.

  Customer Answer

  Date: 04/11/2025

   
  Complaint: 23071019
  
  I am rejecting this response because:I respectfully disagree with the businesss account of events. At no point on Sunday, 3/16, was an offer made to void the purchase or take the vehicle back, nor did I express a desire to keep the vehicle. This version of events is inaccurate, and to our knowledge, the matter remains unresolved. The vehicle has since experienced several electrical issues and the ************** software was never re-installed. The car's auto ****** ID is ************.
  
  Sincerely,
  
  Jacovia Wolf

  

  Business Response

  Date: 05/09/2025

  Weston Nissan Volvo

  

  Business Response

  Date: 05/09/2025

  Weston Nissan Volvo

  

  Business Response

  Date: 05/09/2025

  This incident happened on a Saturday. Mr. ****** **** met with them on Sunday and offered to take the vehicle back. The customers said they did not want to. That they
  wanted the navigation application added to the vehicle. On Monday we sent the vehicle to **** Case Alfa ****** the dealership called us back and told us that was not possible
  in this model year of the vehicle and that these customers had been there previously and were told the same thing. At this time, the best we can do is to offer these customers
  to trade in this vehicle for a different vehicle on the lot and get credited the full price that they paid for this vehicle

  Customer Answer

  Date: 05/21/2025

   
  Complaint: 23071019
  
  I am rejecting this response because: This series of events never took place. Mr. **** called over the phone and asked how to fix the issues. As of date the vehicle had several mechanical issues that were undisclosed. The vehicle is not operate bleed and we are seeking a refund of the full price paid along with the cost of damages not exceeding $20,000. We have never been clients of the ****************** as claimed. The vehicles original owner has disclosed that the vehicle had mechanical and electrical issues and that after market parts were placed in the vehicle (i.e. the android navigation system and carphone). Please see the attached photos.
  
  Sincerely,
  
  Jacovia Wolf

• Initial Complaint

  Date:09/30/2024

  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.

  After $80.00 un **** and paying $100 to tow my under warranty car to Weston Nissan. 4th time for the same exact problem recognized by Nissan of America. The driver left it at night. When I called the next morning, ****** and his manager **** ******** were rude to me and made fun of my disability. He left a *** laughing stating he found the car that my wife would have to pay for Another tow because I complained and now they will not fix it

  

  Business Response

  Date: 11/11/2024

  This consumer had his vehicle towed to the dealership on a Friday night after hours because of a no start condition. When the consumer called on Saturday he went on a rant and started cussing at the service advisor and then hung up. The service manager then called the consumer and the consumer started cussing at the service manager as well. The service manager advised the consumer to come pick up his vehicle because of a reluctance to work on a vehicle for a consumer who is being verbally abusive to our employees. The consumer hung up again. The following Saturday the consumers wife came to pick up the vehicle with a tow truck. She apologized to our service advisor about her husbands embarrassing behavior. She was visibly upset about his behavior and explained that she would find another repair shop. While waiting for the tow truck, our service advisor was able to determine that the vehicle needed a new brake switch and was able to get the vehicle started. The consumers wife purchased the brake switch from our parts department. She thanked the service advisor and was on her way. Our business behaved properly and there is no basis whatsoever for a claim. Thank you for your consideration.
  

• Initial Complaint

  Date:09/26/2024

  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.

  After many years as a loyal Volvo customer, I recently turned a 3 year lease in early, and under-mileage. The condition of the car was excellent. As is customary during lease turn-ins, I had a pre turn-in inspection done on the vehicle. Since this inspection was completed two weeks prior to the day I physically turned it in, the inspection noted that the charging cable (hybrid vehicle) was not in the car. I acknowledge that it was not in the car at the time of the inspection. The 3rd party inspector made note of this and advised me to make sure I included it in the vehicle when I returned it. I did so. I advised 3 different employees on the day of turn in that the charging cable was in the trunk of the returned lease. When the final lease bill was received, it included a $900 charge for the cable. The ** of Weston Volvo referred only to the inspection report as his basis for keeping the charge as valid. I refuse to pay this amount, as the cable was 100% left in the trunk of the returned vehicle. I cannot prove that today, nor can the dealership prove it was not. But, really... why would I keep a hybrid charging cable without a hybrid car? And, if I really wanted one, I can buy one on Volvo's website for far less than the $900 they charged me. I am a US Veteran, and a person of my word. I cannot believe that the ** would rather keep this charge as valid than to take me at my word that the cable was returned? I have supporting documentation of texts with the salesperson that received the car, referencing the return of the cable the day before my physical return. And yet, the ** (********* *******) continues to defer to the pre turn-in inspection completed 2 weeks prior. 5 Volvos; 15 years of loyalty. Not one single missed payment. Not one. This is a matter of principle and I will not make the $900 payment. I will take this to a different level when/if this invalid balance is referred to a credit agency. Happy to provide details to whoever wants them!

  

  Business Response

  Date: 10/21/2024

  The issue here relates to a missing charging cable. The charge is from Volvo Finance. Therefore, this is a matter to be addressed solely with Volvo Finance, not Weston Volvo. This is completely a finance company issue, not a dealership issue. However, in appreciation for Mr. ******** business, as a goodwill gesture, we will nonetheless offer to split the missing cable charge with him ***** even though we bear no responsibility for the charge. 

  Customer Answer

  Date: 10/21/2024

   
  Complaint: 22344326
  
  I am rejecting this response because:

  Weston Volvo continues to refer me to Volvo Finance. Volvo Finance continues to refer me back to Weston Volvo. Neither will take responsibility and both continue to hand "the problem" off to one another. The cable was not missing. The cable was included in the car when I returned it. It should not be my responsibility to prove that it was. Weston Volvo's employees should be trained to take a full inventory and accounting of the vehicle once it is turned in, as opposed to simply relying on a weeks-old inspection result. While I appreciate the offer to split the cable cost, I will continue to stand by my word. I refuse to pay a single dollar, for a cable that was returned. 

  
  Sincerely,
  
  ****** ******

• Initial Complaint

  Date:09/18/2024

  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.

  The dealership and I agreed on a cash price of $42,435 for a 2024 Nissan Frontier and a trade-in for $2,000. After I finished signing electronically, the cash price of the vehicle on the loan contract was different from what was agreed. In addition, the trade-in was reduced to $500. I noticed the difference in price after 2 business days after purchasing the new car.I immediately called **** ******* to inform him of the difference in price and he confirmed over the phone that it should have been $42,435 for the vehicle; however, this all changed when I got to the dealer. He pretended that this was not discussed, and the sales manager (****** *******) refused to investigate what I discussed with the sales representative. Sales manager ****** ******* offered to return my trade-in but at a cost of $1,400 out of pocket to me, or I could upgrade the new car with accessories not exceeding $500. I refused both offers because they were not fair and cant be compared to the amount I would lose over the 72 months of the loan.Per the buyers order, the price of the new car changed to $43,216.25 and trade-in as $500. I understand that I signed the contract, but this was all done electronically via an iPad that the finance guy was controlling. The iPad did not detail the cost, so you were essentially signing without knowing what was on the contract. I asked if returning the purchased vehicle is an option but was told that it is not possible.

  

  Business Response

  Date: 11/12/2024

  We issued a check to the customer for $781.00 and the customer advised that they are satisfied and the complaint should be closed.

  Customer Answer

  Date: 11/13/2024

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

• Initial Complaint

  Date:04/14/2024

  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.

  Date of transaction is February 7, 2024. I paid $4200 and traded-in a 2019 Lexus ES350. I wanted to buy a Volvo car. Went to Weston Volvo Cars and they directly offer me a 2020 Nissan Pathfinder. Car had issues on initial Test drive. They kept car to fix issues overnight. Initial deal was for $580 for 60 month payment with a $2000 down payment, using my credit. Once we went into ******************* they now required $4200 down payment and monthly payment of $633.50 for 72 months through *************** We went back on February 8, 2024 and other issues appeared on Test drive with the manager. The decision was made to not buy car. At this point, I requested my 2019 Lexus and $4200 back and they stated they had already sold my vehicle. We were stuck trying to buy car. The dealer was in contact with me trying to negotiate a deal for a used Volvo that went from $633 monthly payments to now $798 for monthly payments for 72 month on a used Volvo. I did not accept any of these deals due to the constant changing of offers. At this point, I would like them to honor a deal and get me a new or used Volvo to a reasonable monthly payment, since they already have my $4200 down payment and supposedly traded my 2019 Lexus. The sales manager finally called me directly. He was upset that I had called ************** and put a stop payment on the 2020 Nissan Pathfinder. He mentioned that the only way to fix this issue, was for him to buy back the 2020 Nissan Pathfinder and they would have to add the upside down from the 2019 Lexus and the now 2020 Nissan Pathfinder to get a used 2022 Volvo XC60. I told him this was absurd. I never took possession of the 2020 Nissan Pathfinder. Now I was getting calls from ************** telling me I had to make payments.

  

  Business Response

  Date: 04/22/2024

  In short, this consumer purchased a 2020 Nissan Pathfinder and needs to pick it up from the dealership.

• Initial Complaint

  Date:03/21/2024

  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.

  I recently purchased a Nissan ***** electric car from WestonNissan 3weeks ago, and I am extremely disappointed with the misleading information provided during the sales process. I explicitly mentioned to the salesperson that I do not have a way to charge the car at my residence, to which they assured me that I would have access to free fast charging at the dealership, allowing me to go from 20% to 90% in just 45 minutes. However, upon trying to utilize the dealership's fast charging station, I discovered that the charging process actually takes around 3 hours to go from 40% to 90%, which is a significant inconvenience and not as promised. Additionally, I was told that the ** Go App would provide me with numerous convenient charging options close to my home, but the closest charging station is a 20-minute drive, 10 miles away, making regular charging impractical. Furthermore, the alternative fast charging stations nearby require payment ranging from $30 to $50 per charge, adding unexpected and significant costs to my ownership experience. Despite reaching out to the dealership for assistance, I was informed that there is nothing they can do to resolve the situation. This misleading information has led to a frustrating and costly experience with my Nissan *****. As a consumer, I believe that transparency and honesty are essential in the sales process, and the discrepancies between what was promised and the actual charging options available to me are unacceptable. I am considering returning the Nissan ***** due to these issues, as the current charging options are not feasible or cost-effective for my situation. I urge potential buyers to be cautious when considering a Nissan ***** purchase, as the charging options may not align with the information provided during the sales process. Honesty and transparency are crucial in building trust with customers, and I hope that Nissan will take steps to rectify this situation for future buyers.

  

  Business Response

  Date: 04/12/2024

  Information about charging station locations, the time required to charge a vehicle, the cost to utilize the charging station, etc. is all widely disseminated publicly available information that was available to the consumer prior to her purchase decision. We deny providing information contrary to what is publicly available. There is no wrong doing on the part of the dealership nor does the consumer allege that the vehicle is malfunctioning. We regret that the consumer is unhappy with the situation but we respectfully decline any responsibility to take the car back.

• Initial Complaint

  Date:01/26/2024

  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.

  In December we ended up negotiating for a new xc90 and return of the old leased car, at that point i asked the salesman from Weston Volvo what were the stipulations of this return and was advised once i was not over my allotted mileage it was just to return the old unit and take delivery of the new one which i did. I was billed $2200 in fees after a pre inspection was done on the old car and i am now responsible, to my surprise i contacted my sales rep via text message about this and received no reply. I then decided to go back to the dealership and speak to the manager and he advised he will look into it. I was sent a document the following day which indeed had my signature that the salesman completed in my absence and i was asked to sign when i came to exchange cars and being **** I did. I was never made privy that a pre inspection needed to be done to determine excess wear and had i been advised i would have gladly taken care of it but the salesman made it seem like they would handle it his words, now i am forced to pay the fee after they falsified documents and also coerced me into signing something that wasn't correct because there is a line on that doc which is dated the 12/20/23 that asks was a VCFS lease end inspection completed? and the salesman circled yes which i have the supporting documents from them showing this was done after the fact at a later date so it was fabricated and they never did in fact advise me. I decided to call the manager and argue the point that what they are doing is unethical and in the interest of customer service they be held responsible and pay part of this bill to which he has advised his hands are tied even adamantly admitting that this is something they are drilling into their sales team that they need to be more conscious of these situations and explain and walk it through in the presence of customers so that they understand none of which i was afforded. Even after admitting the fault they accept no responsibility.

  

  Business Response

  Date: 02/10/2024

  This issue here is whether the consumer is responsible for excess wear on his leased vehicle. As is customary in the industry, fully disclosed in the lease documentation, and agreed to in writing by the consumer, the consumer alone (not the dealership) is responsible for excess wear. There is no evidence indicating the dealership agreed to assume this consumer responsibility. We regret any misunderstanding about this, but the dealership is not responsible for this charge and therefore respectfully declines this request for payment.

  Customer Answer

  Date: 03/11/2024

   
  Complaint: 21205608
  
  I am rejecting this response because:This is a follow up to my complaint made on 01/26/2024 as i reject the sad excuse made in the defense of horrible ethic and fraudulent practices at this dealership that were used by your salesman. At no point am i questioning my responsibility to the wear, what the issue is was that the salesman neglected to inform us of this before returning the car that the pre inspection needed to be done and even after i asked the question and was told only about mileage and nothing else. Sometimes deals are formed to give customers incentive to "upgrade" which is how this was portrayed. HE then completed a form which i provided as an attachment where there are items circled on there that was not done in my presence (that's fraud incase you aren't aware) and then done after the fact and coerced me into signing after saying it was just to verify the return of the old car. I know exactly how leases work as this is not my first car so don't be condescending. The fact is even the sales manager highlighted that they neglected to inform us and it's something that they mention to the staff but he defended his staff and i respect that but in the interest of customer service this could have been handled better. Now over a small cost you have lost a loyal customer (not that it will impact you i know). I really had hoped that better judgment would have prevailed and this matter be resolved but I can see that is not the case here. In good faith i can no longer service my car or purchase another car from this dealership nor will i ever recommend it to anyone.
  
  Sincerely,
  
  ***************** ****

  Customer Answer

  Date: 03/22/2024

  they still have not answered to my main point of the fact that their salesman falsified a document at no point am i arguing that i am not responsible it was the manner in which they went about it even after i asked the employee what needed to be done on the car being returned and was advised i just needed to return same. they should at least acknowledge that fact and apologize for being wrong in that matter. as a general manager if my staff did wrong no matter the outcome i hold them accountable and myself to an extent not just dismiss the customer and ***** the responsibility and i have clear and detailed proof of same. 

• Initial Complaint

  Date:10/03/2023

  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 took my Volvo for ** repair on 9/5 2023. Told me that I need a hose to be replace because it was leaking. Work was done and charge me 541. 99 dollars. Was told ** was fixed, but for my surprise the ** was not working, I told the attendant who told me that he needs to talk to the mechanic and the manager about these. After waiting more than one hour He is telling me now that my car needs a $2100 repair to replace the evaporator. Clearly this was a misdiagnosed by the mechanic . Never show me the broken hose. I spoke with the manager to discount the labor part that was $360 but adamantly refused. I have called upper management to no avail. Please help.

  

  Business Response

  Date: 10/13/2023

  We feel it would be inappropriate to refund anything because the customer was made aware that this is a linear repair, meaning that we needed to fix one item before the rest of the system could be diagnosed. We provided a discount on the larger repair in an amount more than what the customer paid for the hose.

• Initial Complaint

  Date:07/13/2023

  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 will no longer use Nissan Weston ************** and the Dealership as a whole because it does not care about their customers, by hiring clueless Service Technicians, and CARELESS **************** Advisors like ****. After 2 service trips, Nissan Weston still did not fix my issue! Zero follow-up, incomplete service, incompetent Service Advisor, and terrible experience throughout! I need a full refund. He is what happened: 1. During my first Service visit on 6/17/23 **** , the Service Advisor gave me the wrong info about the issue I have raised, which was an intensely bad smell in my car. I specifically asked **** to make sure the Tech checks the bad smell carefully. At the checkout, **** explained that the technician replaced the filter in ** inside which should address the smell, and my immediate reaction was that it is not possible that such a bad smell would be coming from ** and asked him to check it properly again. He insisted that technician knows what hes doing. I paid the total fee, and left thinking that this cannot be right. For this service on 6/17 I was charged for the oil change, brakes and ** filter replacement around $400. The smell in my car continued to give trouble immediately after I drove off the dealership!!!! 2. So I brought my car back in few days later saying the bad smell still persist but only got worse! The Service manager had **** talk to the Technician so he can check for the battery, the *** and checks for dead animals. After making me wait for 3 hours, **** came to tell me that they checked everything, and cannot identify the issue. As per the technicians recommended they put an air freshener he said. I was disappointed, saying that this is a service center, and they must be able to identify the issue versus sending me home with the air freshener! They said Sorry, Maam. We checked everything. I demanded to go talk to the technician. When I met the Tech, he said he noticed a moisture in the trunk of my car, saying the smell is coming from the back stating that I have I spilled something and the old spill is causing the bad odor. Service Manager reinforced the statement. I denied the theory immediately saying it cannot be the case! They insisted on it, and said the air freshener the Tech put in the ** filter will eventually fade the smell away. I refused to leave! I asked the Tech to open the back and audit the soiled carpet and moisture he said he noticed. As soon as we opened the back under the spare tire, the smell hit us all with the same rancid smell that was inside! So, I basically had to do my own investigation, doing ***** job for him, as well as the Technicians job him, both of their jobs!! Isnt this ridiculous???!!! I asked the Tech how the water can be trapped under the spare tire, and under my trunk, but he said he has no idea, staring at me. I asked for the water to be drained, and dried out. The service manager later suggested that I come in on Thursday for the Leaks Contractor to check my SUV for leaks, who only comes to the dealership on Thursdays. He asked **** to coordinate my Service visit #3 for the Leak expert to check my car. **** said that I do not need an appointment, and can simply bring by SUV on Thursday at 11am, so the expert can check for the leaks. 3. Thursday at 11am I called ****, to ask if the repair guys is already on site, so I dont waste my drive from Boca to Weston. He said the guy is running late, and that I can come in at around 12. So I did came in at 12, he guy still wasnt there. **** was at lunch. I tried to get help from another Service Advisor, but they were CLUELESS about my car trouble, and no one knew that I was asked to come on Thursday for service. They told me to wait for ****. **** wasnt around. A female Service Advisor, with nasty attitude, immediately reminded me that the Leak guy has 4 appointments and I will have to wait for those appointments since they gave the appointment and I do not. I asked for ****, but he was still at lunch. 90 minutes in, **** right shoe up. No one at the ************** cared enough to even ask why I am standing and waiting, and try to help! Although there were about 6 Service Advisors at the counter chit chatting with each other. Super frustrated, I approached the Service Manager to issue a refund for my original service that I did not need (** filter replacement + labor), but he said he does not deal with refunds, and did not even care to get me help. He explained that the Leak guy is a contractor and can come in anytime between 11 abs 3. *******, I told him that **** should have told me not to come if this is the case. The long commute from Boca was a wasted trip. But the Manager didnt care much. Frustrated, I told him I am leaving to go to Nissan *************, he didnt care to even say anything. I left, and **** never called me, and the dealership never even followed up! Now, is this not the lousy and s***** service by Weston Nissan??!! How unprofessional, what an absurd and what a great way to waste of my time, Weston Nissan !!!And now **** has the audacity to ask me to provide a positive review?! Wow. Weston Nissan, I need my FULL REFUND FROM MY 6/17 SERVICE VISIT! I DO NOT APPRECIATE YOU WASTING MY TIME. And **** NEEDS TO ************** CUSTOMERS! He is incompetent and provides false info, wastes customers time, and quite careless. If Nissan Weston cares enough about their customers, they would at least follow up after I filled out the *****YOUR-SERVICE survey, but no one cares so no follow up whatsoever. No thanks, never again! I **** rather go to ************* Nissan. OVER: AWFUL EXPERIENCE. Shame on you, the Weston Nissan dealership. You only want to get your money, customer satisfaction doesnt bother you.

  

  Business Response

  Date: 07/23/2023

  Regrettably, in their BBB complaint, the customer uses vulgar language ("sh**ty" service) and personally insults decent, hard-working people at our company (calls them "incompetent," "clueless" and "careless"). We reject such mean-spirited and inappropriate accusations. However, putting that aside, this customer requests the following: A "full refund of my 6/17 service visit." So let's examine the service invoice for that visit. The invoice shows that the business provided the following parts and services: 1) changed the oil, replaced an oil filter, rotated the tires, and performed a multi-point inspection for $58.76; 2) provided rear brake service including replacing rear pads, machining rotors, and installing anti-squeal compound for $207; and 3) replaced an in-cabin microfilter for $56.95. After sorting through the customer's litany of accusations, the only item that could potentially be at issue here is #3 (the in-cabin microfilter). So, although the business steadfastly maintains it did absolutely nothing wrong here, we nonetheless offer, as a goodwill gesture, to refund the $56.95 for the in-cabin microfilter plus sales tax on that charge, making a total offered refund of $60.37. If the customer accepts, the customer will need to sign a general release in exchange for the check so there's clarity that this matter is fully resolved.

  Customer Answer

  Date: 08/03/2023

   
  Complaint: 20316193
  

  Nissan Weston pushes the customer to the point of frustration and expects a pad on the back and huge kudos? :)

  Lousy is lousy. 

  I am rejecting this response because I do not believe Nissan Weston is listening. 
  

  The oil change is a legitimate charge, but I need a refund of $207 and $56.95, for services falsely suggested by WESTON NISSANs technician who serviced my car and applied services that my SUV did not need. 
  

  I, sadly, did expect Weston Nissan to be in denial to send such response, and defend their poor practice and bad service they provided to me twice, and wasted so much of my time and miles I drive from Boca to Weston, twice, and wasted with incompetent people servicing me. 
  

  Nissan Weston can be in denial and call bad and incompetent service by the service reps as hardworking employees to cover it up, but we, as customers are not idiots. 
  

  NO CUSTOMER wants to complain if nothing but good service was provided. Give me no reason to complaint, and dont push your long standing customer to the point of frustration with no outlet, and escalating this to BBB and beyond. Own your shortcomings and fix it. Or at least try to. 
  

  A simple call back to me to bring my SUV back to the dealership to fix the leak would do it, and no call back to even apologize for wasting my time or providing false information twice!! Instead  they send the message back via BBB manufacturing more reasons and defending their bad practice. Its disappointing that I made a decision to come for service at Weston instead of ************* where I got my suv from. So I guess long-standing customer means nothing to *********************************************. 
  

  This used to be a great dealership to be a part of. Very disappointing. 

  Expected refund:

  $207
  $56.95. 

  I will be saving a copy of this communication.
  

  Sincerely,
  Afa Ismayilova

   

  

  Business Response

  Date: 08/08/2023

  The consumer is now raising an entirely new allegation that she never mentioned in her initial complaint, i.e. that the work we did to replace the rear brake pads, machine the rotors, and install anti-squeak compound at a cost of $207 was somehow "illegitimate," "falsely suggested" and constituted work the consumer's SUV "did not need." We respectfully disagree. The rear brakes squeaked and showed signs indicating the service we provided was indeed appropriate. Had we not provided this rear brake service, one could imagine a claim arguing the opposite of what the consumer alleges here, i.e. that we neglected our duty by failing to repair an obvious vehicle safety issue (rear brakes).

  In any event, we repeat our previous offer to refund $56.95 for the cabin air filter, but we respectfully decline this new claim for a refund of an additional $207 for brake work.

  Customer Answer

  Date: 08/09/2023

   
  Complaint: 20316193
  
  I am rejecting this response. 

  While  Nissan Weston believes that the breaks needed to be fixed as part of safety, they are basing this decision on the Technicians feedback. To remind you, this service was suggested by the same same technician that COULD NOT identify the leak in the car, the same technician that MISDIAGNOSED THE ISSUE, and changed the car filter!  Yes, I indeed do not trust this technicians practices since he is clueless and perhaps inexperienced. How can one trust the Technician who can even troubleshoot?! 
  

  I DO NOT BELIEVE my Murano needed a break fix, period.

  Whether Nissan Weston refuses to refund for the breaks, I expect a full refund for the hours I have missed being away from my work and employer, because of Nissan Weston. **** as a service Advisor and the Mechanic, both WASTED my time with false diagnosis and waste of my trip and miles I put in to sit and wait  at dealership.

  **** made me drive from Boca to Nissan Weston when the glass/leak guy was a no show! I specifically  asked him not to waste my time if I drive down, but **** assured he that the guy will be coming in. I sat and waited for 3 hours on my 3rd trip, had he called me I would not waste more time. 

   They wasted 4.5 hours of my time taken away from my work . $265 plus the fee for the break I did not have to pay, and the filter I did not change. 
  

  Weston Nissan, please issue a refund for the inconvenience caused, and you need to acknowledge and own when you are wrong instead of acting as immature associate who writes these responses.

  If I dont received the full refund minus the oil change fee, I will escalate the complaint about the ****************** at Weston Nissan via different route.

  I am not asking for anything unreasonable. Just own up to the fact that you wasted my time and provided false diagnosis, and now playing defensive, without even apologizing.

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