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: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.

  I purchased a vehicle from this dealership in 2022 after I was impacted by hurricane ***. With this purchase I included gap insurance, extended warranty, and maintenance package. In 2023 I began requesting to have only the extended warranty and maintenance cancelled. I had a lot of negative equity in the car thus why I did not want the gap canceled. The dealership in 2024 cancelled all 3 products including gap. I did submit written consent for the ************* to be canceled. I have emails voicemails text messages proving this the car was flooded in October 1924. My insurance company has paid out total loss claim I was told in September 1924 that the gap insurance was reinstated. It has not been and now Im fighting with the for the remaining balance left on the loan

  Business Response

  Date: 01/21/2025

  The check is being sent out today

• Initial Complaint

  Date:12/11/2024

  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.

  #4 Diagnostic
  Monday morning Dec 9th I immediately take my car up to Nissan. Asked for *****. He stated that he was here Saturday but did not call me.
  
  Then I told him I don’t want to be the angry mad customer to cause a scene. I immediately pointed at my car and told him this the 4th time I’m here for the same situation that you guys claimed was fixed!!MAKE IT RIGHT PLEASE!! I’m already frustrated that my birthday weekend was rocky because my car didn’t make it to Orlando.
  ***** gave me a rental and diagnosed my car yet again.
  
  Results came back ******** then text me to can she call me. ***** CALLS ME INSTEAD.
  
  HE TELLS ME AFTER DEEP EVALUATION! Heavy Moisture and coolant has been spotted in the engine. Then he recommended two options to me to purchase a new engine or a Re-manufacturer engine. I became furious then because I will not pay for a new engine and Nissan should be accountable for this entire situation!!!!
  IM NOT PAYING FOR A NEW ENGINE !! You guys messed my car up along the way and need to take accountability for it!! I been inconvenience for 2 and half months straight with this situation SADLY!!!!
  ***** then tells me total amount for this situation will be roughly 3,500. I told him hell no I will NOT PAY 3500 after I already gave you guys 3 thousand to fix the issue. Then he tells me that’s the only option he has for me. I began to become very frustrated. I then called cooperate.
  If it doesn’t get resolved I will be eventually calling my lawyer.
  
  They had my car 4 times mechanics most likely need to take accountability and management.
  
  AT THE END OF THE DAY DONT TAKE YOUR CAR HERE!!! AT All!!

  Business Response

  Date: 12/11/2024

  ***** ******** came in on
   9/5/2024 with 124366 miles. His vehicle overheated and was
  hesitating. Our technician diagnosed a coolant leak at the EGR Cooler, found
  coolant intrusion in cylinder # 3. We negotiated pricing on replacing the EGR
  Cooler with ***** ******** and was able to replace the cooler. After replacing
  the cooler, we checked for any additional issues that may have been present.
  Performed a coolant pressure check as well as drove the vehicle for several
  miles to verify vehicle was in working order. 
  CODE P0304 STORED FOR CYL 4 MISFIRE. COOLANT LEVEL IN
  RADIATOR LOW. MILKY OIL RESIDUE ON OIL CAP. VEHICLE HAS
  BOSCH SPARK PLUGS INSTALLED. TOPPED OFF COOLANT IN RADIATOR
  AND RAN ENGINE TO NORMAL OPERATING TEMPERATURE AND COLD
  SOAKED ENGINE OVERNIGHT FOR COOLANT INTRUSION INSPECTION.
  FOUND NO COOLANT ENTRY INTO COMBUSTION CHAMBERS. REMOVED EGR
   VALVE AND FOUND EGR COOLER FUEL OF COOLANT RESIDUE.
  REPLACE EGR COOLER.
  
  9/24/2024 with 124558 miles. Vehicle was brought back in for
  repair engine light being on and vehicle feeling like it wanted to shut off.
  CODE P0304 STORED. NO ACTIVE MISFIRES OCCURRING. VERIFIED CORRECT EGR COOLER
  REPAIRS AND VERIFIED NO DEFECT TO COOLER ASSEMBLY. PERFORMED MULTIPLE DRIVE
  CYCLES WITH COLD SOAKS
  AND FOUND NO FAILURE OCCURRING AT THIS TIME.
  ADVISE CUSTOMER TO DRIVE VEHICLE FOR 1000 MILES AND RETURN
  TO CHECK.
  
  11/1/2024 with 125968 miles. My car is doing the same thing as for
  shake when it first start and the temperature gauge is going
  high and low. And as you said you requested me to bring it back
  for retest after 1000 miles driven".
  DUPLICATED. VERIFIED CORRECT COOLANT LEVEL AND MIXTURE.
  PRESSURE TESTED COOLING SYSTEM AND FOUND NO LEAKS PRESENT.
  TEST DROVE TO GET VEHICLE TO OPERATING TEMPERATURE AND
  PERFORMED COLD SOAK.
  NO ISSUES FOUND
  
  @ This point we did not know if we were dealing with moisture
  being present in the combustion chamber due to the amount of coolant that his
  vehicle lost with the EGR cooler failed. His Catalyst converter was filled with
  coolant, we manually removed what could be by pouring it out, and hsi Altima
  needed to be driven to remove moisture from combustion chamber and exhaust
  system. Started to suspect a possible cylinder head or cylinder head gasket
  failure at which point only occurred prior to repair on 9/5/2024. We could not
  confirm with systems checks. Thus, we stated we found no issues. 
  
  12/9/2024 with 128068 miles. CUSTOMER STATES CHECK ENGINE LIGHT
  ON. VEHICLE ISHESITATING. ADVISE
  CYLINDER 3 SPARK PLUG BROKEN OFF IN CYLINDER HEAD AND REMNANTS OF
  PLUG CAUSED COIL TO BE BROKEN. VISUAL INSPECTION INDICATED HEAD GASKET LEAK
  LEAD TO FAILURE OF CYLINDER 3. WAS ABLE TO EXTRACT ALL VISIBLE BROKEN PARTS OF
  SPARK PLUG AND COIL FROM CYLINDER 3. VISUALLY INSPECTED AND NOTED
  WETNESS IN CYLINDER THREE.
  
  This is not something that Nissan of Orange Park created or caused. We gave Mr ***** ******** a generous offer to repair his Altima with an option of
  trading in his vehicle. He was not understanding of my offer or the findings
  that we presented and stated that he was going to come in and speak with, with
  his mechanic. I responded and stated that I am okay with his request and his
  mechanic would agree with our findings. Nissan of Orange Park is being
  transparent with the situation that is happening. 

• Initial Complaint

  Date:06/24/2024

  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 have attempted to contact the dealership regarding this issue, several days after purchase however no resolution was obtained. Therefore I am here. On 02/01/2024, I purchased a 2020 Ford Expedition Limited Trim level 2wd from Nissan of Orange Park in which was listed virtually on their website for $31,547. Fast forward to discussing the deal with the finance manager. I was informed that I must purchase additional warranty coverage in order to complete the deal and achieve a better interest rate with Vystar Credit Union.(which little did I know, this is an illegal transaction and not an appropriate tactic among the auto industry after I was educated by Vystar Credit Union personnel.) Also Upon completing the purchase with the dealership and unfortunately myself being uneducated with how the process works. After receiving proper knowledge on this topic, I did further investigation into the "deal" that Nissan of Orange Park claims they were giving me. Another mistake and fraudulent price tactic was revealed. The purchase price that was noted in my contract turned out to be $7,802 more than the original listed price of $31547. At the time while at the dealership, this was brought into question and Sales person /Finance manager informed me that this increase was the negative equity from trade in vehicle. Another key issue among the contract is, further down it was documented the total amount of negative equity.(which was added to money owed for vehicle I was purchasing) Unfortunately, I'm sure dishonest and shady deals occur similar to this every single day. However, I am hoping to seek a resolution for this issue to include, reduction of loan amount to reflect the correct selling price, or Void of contract in which I am willing to provide return of vehicle to dealership and extinguishment of the vehicle loan. I will remain optimistic that Nissan of Orange Park would be willing to resolve this issue in order to prevent a negative reflection on their Company. Thank you

  Business Response

  Date: 07/09/2024

  I looked at your deal and it appears all that happened was the price was raised and so was your trade the same amount to show less negative equity to the bank.  If you would like to cancel your warranty we would be happen to do that.  Here is your original offer which you agreed to.  You can see the bottom line is 54K with no money down.  If you look at what you attached it is 51k after 5000 down and you bought extended service contracts.  So your deal in fact got better.

   

   

   

• Initial Complaint

  Date:02/05/2024

  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.

  On 1/29/24, I purchased a vehicle at the Nissan dealership and at that time of the agreement they were supposed to be trading my previous car in. However, by the time I walked out I ended up giving them $8000 and they didnt take my car. After thinking thru everything and how I was deceived by multiple people; the very next day I called and talked to them and told them I wanted to bring the car back and receive my money back. He tried to convince me to get another car but that is not what I wanted. On 2/1/24, I went into the dealership again. The salesman had denied to contact me back. In that day the rep, told me that the contract was ripped up and they were going to refund my money however, I had to leave the car and they werent willing to provide me with any documentation. Who in their right mind would leave the vehicle without their cash and nothing in writing. I was told to come back Friday. On Friday, I called and was told neither manager was in and they set an appointment for 2/5/24. After I emailed the ** the sales manager responded. Today I sat with the *** and he stated that since I didnt leave the car Thursday there was now nothing I can do. The associates and management have been extremely unprofessional and unhelpful. I want them to take this car back and a full refund of my $8,000. I specifically told the associates I didnt not want this drawn out because the longer it is the more likely that they wont find a resolution.I have gotten nothing but the run around and have been trying to cancel this deal within the first 24 hours of purchase after being deceived throughout the transaction to begin with. I believe they used unfair and deceptive behaviors to get me in the vehicle to begging with.

  Business Response

  Date: 03/06/2024

  I will work on getting this flat canceled with the bank and refunding your down payment less any reconditioning that is needed... Reach out tomorrow at the store to me please.

• Initial Complaint

  Date:02/05/2024

  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 have a 2017 Nissan that I bought outside the dealership. I went to the dealership and they offered me a protection plan called Platinum Protection Plan to get repairs done at a lower cost if the car broke down. They asked me for $250.00 down to start the plan and they took $150.00 in December and $150.00 in January. And the car was brought to get fixed because it wasnt working properly. And they stated that they could not fix it because tha car didnt have a clean title. The car has not suffered any changes in the title in the last years. They said the vin number wasnt eligible for this type of protection. But they did take the money when I purchased the plan and they didnt complain about the title. Now they dont want to give me all the money I paid. They should have rejected the car when I was trying to get the protection plan. I didnt know the car would have a restriction to get the plan. I request help to get all the money back that I paid if they make a mistake, selling the plan, its nit my fault. They should have told me about the car situation. I am a senior citizen, they should not take advantage of the seniors. Thank you, in advance for helping me resolve this issue. *************************************** 314 ************ Orange Park, ** ***** ************

  Business Response

  Date: 03/07/2024

  My finance Director stated that we have canceled the warranty for the customer and they should be receiving a refund back if he hasnt got it hes welcome to reach back out to us and we will figure out why he hasnt been refunded but we have no problem at all and getting him his money back. 

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

  General Manager 

• Initial Complaint

  Date:07/10/2023

  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.

  Date :04/26/2023
  Amount $ 379.90
  I left my car in the dealer for fixed rhe water pump of the windshield, this people take my car for 30 days, after that put in the bill the amount for changed the water pump but do not changed, also they changed my battery without autorization, my battery was in good condition and Has the warranty with autozone, and now my car does not running good like I left in the dealer for change the water pump only. also when bring me my car was filled with grease for everywhere.
  
  I called sometimes to the dealer for return my money or my battery and fixed my car for return me running good and an aditional fees for $ 5000.00 dollars for all the time that I losed, when I called (**********) with ****** ******* he said me " A higher management person will follow up with you as soon as posible" but do not body call me , other time said me " I apologize, one of our team members will get back to you with the details as soon as they are avalible" , days go by and no one give me an explanation
  
  Costumer *****
  Invoice: **********

  Business Response

  Date: 07/24/2023

  We brought the customer’s vehicle back in.  He took possession on 7/22 and the drivability and washer fluid issues were taken care of.

   

   

  *****

  Customer Answer

  Date: 07/25/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

  
  

  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. 

  
  

  
  

  
  

  
  Regards,
  

  
  

  
  

  **** ******

  
  

  
  

  
  

   

• Initial Complaint

  Date:09/21/2022

  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 vehicle in to diagnose a radio issue around March of 2022. I was told by the service technician that I may need a new radio in which I let them know I still have an active warranty on the vehicle. They called the warranty company to get information on the radio and if they would be able to order one and what the deductible would be. I was informed by the service advisor that the deductible would be more than the cost of the radio. I declined to have it replaced. I was then told the radio had already been ordered and asked if it could be returned when arrived and was told yes that they would return the radio back to my warranty company. A few months later I was inquiring about getting a refund on my warranty since I was considering trading the vehicle in and still had miles left on the warranty and was told by the warranty company that I would not be given a refund because the warranty had been used. I called the warranty company and they told me it was from when the radio was ordered and never returned. I was also informed the cost was different. I called Nissan service and spoke to both service managers and **** informed me that he could not locate the radio even though tracking information shows it was delivered and signed by someone there. Nissan of orange park service lost my radio or stole it and it was never returned to my warranty company. So I basically paid for a radio in which I did not receive and cannot get reimbursed for my warranty because of this issue in which I never even used my warranty or got the radio. Nissan keeps passing the buck to the warranty company but the warranty company called Nissan and explained that it was shipped to them and they have all the tracking information to prove so. Nissan will not take ownership of its mistake. I either want my radio or a refund for the cost of the radio or for them to ship the radio back to the warranty company. Something needs to be done by Nissan as this was their mistake and mess up.

  Business Response

  Date: 10/19/2022

  Hi **** ****** 

   

   This email is regarding your 2015 Nissan Altima. On 4/26/2022 a claim was started on behalf of you for a Bluetooth issue. Our service center determined the fault was a radio issue. Smart Auto care was presented the repair needed to determine coverage. The radio is a covered component on your extended service contract.  Smart Auto care chose to send us a radio. The store has no record of a radio being delivered and no record of a radio being installed. No record of handling or receiving the radio for your Altima. I have attached a copy of the invoice showing no charges being collected for the radio concern.  Concern for the Bluetooth issue is on line # 4. 

   

   Per our conversation. The steps needed for you to resolve your complaint will be through your selling dealer along with a dispute for the claim that was started and never followed through on 4/26/2022. The statement is that the claim was never completed. 

   

   

  Thank you 

   

  ***** ******

  Service Director