Complaints

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

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  Universal Nissan Orlando

  12801 S Orange Blossom Trl Orlando, FL 32837-6594

  
• 

  Universal Nissan Orlando

  12751 S Orange Blossom Trl Orlando, FL 32837-6223

  
• 

  Universal Nissan Orlando

  12785 South Orange Blossom Trail Orlando, FL 32837

  

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:06/03/2025

  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 bought a 2025 Nissan Kicks S model on Friday, May 16, 2025. Everything was going good until the airbag light remained on for the front passenger side. I reach out to the guy who sold me the kicks regarding my concern so he told me to bring it in to the dealership. Upon arrival on Wednesday, May 21, ********************************************************************************************************************************************* a rental that they would cover for. Well lo and behold there were none available and he told me to come back Friday, May 23, 2025. Now this strike one, needless to say I did not allow anyone to sit in the front passenger side due to this issue and SAFETY. On Friday, May 23, 2025 I took my kicks in to the dealership and this time they had a rental available. The rental agent told me that I had the car for two days. I said okay I am sure my car will be done by then. Well two day pass and on Sunday, May 25, 2025 I go to return the rental and get my car only to find out the service center is closed on Sundays. Okay strike number two. Wasted my time. So, because Monday, May 26 is a holiday Memorial Day so, I didn't even try to go in. Finally Tuesday rolls around and I go bright and early to the dealership. My service consultant is not in yet so, I speak to ****** ****** and he tells me my car is not ready, to keep the rental as Nissan will cover the expense. I told myself okay I am sure it will be fix within the next day. Later that day I get a call from my service consultant JOTZAM ****** and he gives me an update that the car will probably be done wiring the next two days. It is now Tuesday, June 3, 2025 and I still don't have my NEW car. I beyond frustrated and really upset. The sale manager ***** ******** and he keeps apologizing but I sense no empathy. Put yourself in my shoes, you buy a brand new car and it has a problem that hasn't been fix.

  Business Response

  Date: 06/18/2025

  Thank you for bringing this matter to our attention. We would like to provide an update regarding this case. Our sales team has already worked directly with the customer to address their concerns. The delay in fulfilling their request was due to a backorder from Nissan, which unfortunately was beyond our control. That said, we were committed to finding a satisfactory solution, and we’re pleased to report that the customer is now in a new vehicle and happy with the outcome.

• Initial Complaint

  Date:05/27/2025

  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.

  I was initially quoted a total cost of $248 by a service advisor, Mr. ****** ******, for the labor and parts required to reprogram a malfunctioning key fob. I was further advised that if the reprogramming was unsuccessful, I would be issued a new key fob for the same quoted price of $248. He stated this twice and reassured me that that is what the cost would be. Based on this agreement, I signed the necessary documentation and authorized the service.However, upon completion of the service, I was charged $507a figure that significantly deviated from the original quote. Mr. ****** informed me that the key fob could not be reprogrammed and a replacement was necessary, yet the increased price was only discussed /disclosed to me after service completion. I find this misleading and unacceptable.When I attempted to escalate the issue, I was directed to Mr. ******** *****, Service Consultant. Unfortunately, Mr. ***** showed little regard for my concerns. He failed to acknowledge the discrepancy in pricing or the miscommunication that had occurred. His demeanor was dismissive and lacking in basic customer service courtesy. During our conversation, both Mr. ***** and Mr. ****** exhibited unprofessional behaviorlaughing, smiling inappropriately, and even walking away mid-conversation. When explained to ******** ***** that I could and would not be able to pay that price for the service, ******** ***** stated that I had no choice but to because the service was already completed and he stated that I signed a document stating that I would pay the increased price. I did not sign such document - I signed the document that stated I would pay $248 for both Labor and Parts, including taxes and fees. I left feeling unheard, disrespected, and misled. I was met not with empathy or a willingness to resolve the situation, but with callous remarks and the encouragement to involve an attorney and the Better Business Bureau.

  Business Response

  Date: 06/09/2025

  Thank you for reaching out and bringing this matter to our attention. We’re currently looking into the details of this matter so we can better understand what happened and how best to assist. This includes reviewing records and speaking with the appropriate team members. We appreciate your patience as we work through this and will follow up as soon as we have more information.
  
  

  Customer Answer

  Date: 06/16/2025

   
  
  Complaint: 23383154
  
  
  
  I am rejecting this response because:
  
  The company reached out to me once via phone call to follow up with my concern, however they offered no resolution. They refused to acknowledge their error and instead attempted to defend their mistake. I requested to speak with a supervisor and they stated they would ask their supervisor to reach out to me. I have yet to receive any further follow up. I do not believe the company will attempt to resolve my concerns and their errors.

  
  Sincerely,
  
  
  
  Monique Badal

  Business Response

  Date: 06/17/2025

  We appreciate the opportunity to respond to the customer’s concerns and regret that her recent service visit did not meet her expectations.
  Upon review of the documentation and internal communication, the initial estimate of $248.54, as shown in the photo provided, reflects the diagnostic charge noted under line item B: “Customer states need relearning and programming his fob key, car shows message key not detected, please check and advise.” This amount covered the inspection and attempt to reprogram the existing key fob.
  Once our diagnostic determined that the key fob could not be reprogrammed, the customer was advised that a new key fob would be required to resolve the issue. The final invoice includes the cost of the replacement key fob and programming labor, with a $100 goodwill discount applied to the diagnostic charge to assist with the overall cost. We believe this adjustment demonstrates our attempt to be fair and understanding of the situation.
  We take customer service seriously and expect our team to always act with courtesy and professionalism. That said, if the customer felt disrespected at any point, we sincerely apologize for that experience.
  While we believe the service was provided transparently and in accordance with standard industry practices, we remain open to further discussion and will be reaching back out to the customer directly in an effort to find a mutually agreeable resolution.
  At this time, we will not be issuing a refund, but we are committed to working toward a positive outcome and restoring the customer’s confidence in our service.

• Initial Complaint

  Date:04/15/2025

  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.

  according to **** section 605B it is illegal to report my personal information without my permission please remove this item from my credit report. Thank you.

  Business Response

  Date: 05/08/2025

  Thank you for bringing this matter to our attention. We take all customer concerns seriously and appreciate the opportunity to clarify the situation.
  First, we want to emphasize that Universal Nissan does not report any information directly to credit reporting agencies. As a dealership, our role is limited to assisting customers with the financing process by submitting credit applications to third-party lenders only with a customers authorization.
  Based on your message, it appears that a credit-related item has appeared on your credit report that you believe is unauthorized either a credit inquiry or an account. If this is in reference to an auto loan, please note that it would be the lender, not Universal Nissan, that would report that loan to the credit bureaus. We do not have the ability to add, change, or remove any items from a consumers credit file.
  Regarding your reference to Section 605B of the Fair Credit Reporting Act (FCRA): this section specifically addresses procedures for blocking information on a credit report that is the result of identity theft. If you believe that any credit-related activity was conducted fraudulently or without your consent, we encourage you to file a police report and contact the credit reporting agencies directly, as they are the parties responsible for maintaining and correcting credit records.
  It is also important to clarify that the **** does not require consumer permission for legitimate creditors or lenders to report accurate information to credit bureaus. In fact, reporting such data is standard industry practice and is legally permitted under the *****
  If you have documentation showing that a credit application or inquiry was made without your authorization, please share it with us so we can investigate further. Otherwise, we recommend contacting the lender or the credit bureaus directly for any disputes related to reported information.
  

• Initial Complaint

  Date:03/20/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On March 08 2028 I brought my Nissan Armada to the dealer Universal Nissan at OBT Orlando. I paid them over $1200 to replace my tires. After they show me the car and the services person was writing the finish; the mechanic rake the car to car wash and them return and I and my friend who was with me discovery the cover on the door handle disappear. After show this to the services guy, he promised to order the part and replaced because this was universal nissan employ damage to my card. During the next week they told me the piece is coming soon. After almost 2 weeks the service ************** said his manager Mr. **** told him that because part cost $300 dollars to the dealer they will paid only 50% and I have to paid 50%.This is a total abuse to a customer. ********************************************* make the damages they have to pay for the damage on my card.

  Business Response

  Date: 03/26/2025

  Mr. ********* has brought his vehicle in for multiple repairs. Due to the age and mileage of the vehicle, it is out of warranty. Each visit has presented different codes stored in the computer memory, which have been addressed accordingly.
  I understand that Mr. ********* wants us to replace the complete engine under warranty. However, the engine warranty extension only covers connecting rod bearing failure. At this time that component is passing the test, so we cannot proceed with replacing the engine. Due to the vehicles age and mileage, certain components will naturally experience wear or malfunction over time.

• 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 bought a car on 9/28, the only reason why I came to the dealership is because I found the car on ************. When I arrived to the dealership, ***** ******** approached me and asked me if I was been help, I explained him that I was looking for an specific car that I saw on ************, I showed him ************, he point me at the car and told me he was going to look for someone to assist me, ***** ********, took me to go see ******** *******, I explained him that I was looking for a specific car that I saw on ************, the cars that he showed me were only a 2 door passenger and he showed me a ****** and a ***** I told him that I was going to look on ************ if any of the 2 cars that he showed me were there, effectively both cars were on ************ and the difference on price were $5k apart, so I decided to go by the lower car that it was the **** that on ************ was on $24.727, I thought we were all on the same page and that all the employees knew about ************ and that they will honor the website price, this is my second time buying a car from ************, my first car I still have it, after we close the deal, ******** *******, took me to ***** *****, to sign the paperwork, I went home with my new car, the next day went I called ************ to confirm about the lifetime warranty that they offer, by purchasing the car through them, just like I did with my first car, they told me that didn't have any records on their system, I went back to the dealership, nobody didn't have a clue and I found that that I paid a higher amount $25462.58 to make it worse, after doing my own research, I found that all three people that I spoke prior to the car purchased didn't know about the program, On 10/01 I sat down with ***** ******** and I told him the mistakes they have made, which he admitted, but he told me that he couldn't do anything about it. since then I been trying to get in contact with the general manager from the store with no sucess.

  Customer Answer

  Date: 01/21/2025

  apparently universal nissan and ************ have an agreement

  Business Response

  Date: 02/06/2025

  Our management team talked to our customer in store a week ago. We explained that the the purchase of the vehicle and Carsaver was successfully linked, meaning he does have the warrenty Carsaver offers. However, the final price of $25,462 was agreed upon and signed for at the time of sale. This amount included any applicable fees and charges disclosed during the transaction. At this point, the balance is due to the bank, not us, so we are unable to make any adjustments.
  

  Customer Answer

  Date: 02/12/2025

  I am.not satisfied with the business respond due to, yes I did tried to solve this issue, aince day one, one day afyer purchasing the car, everybody that I spoke at the dealerahip accept their mistake that I was charge the wrong amount, but they don't want to make the adjustment, I will like to denounce that the way this people work is they agreed in one price, but when you go and sign they changed the numbers and not honor the online price that was agreed upon arrival, I want it leave this clear the only reason whu I end it up purchasing the car her was beccause the price found on car saver, now they do honor the warranty, what is so hard to honor the price as well, nobody want it to talk to me over at the dealership, but aftee posting a ****** review and filing a claim with the bbb finaly I am getting someone from the dealership to anwers, after going multiple times in person, calling and sending emails, I just want them to be fair and honor the online price just like their doing with the warranty, last time I was their I spoke with the constumer manager and she told me she was going to talk to the manager and comeback, she never did, that to me was very disrescpfull I waited for her there three hours

  Customer Answer

  Date: 02/12/2025

   
  Complaint: 22839177
  
  Date Sent: 2/12/2025 9:01:57 AM
  I am.not satisfied with the business respond due to, yes I did tried to solve this issue, aince day one, one day afyer purchasing the car, everybody that I spoke at the dealerahip accept their mistake that I was charge the wrong amount, but they don't want to make the adjustment, I will like to denounce that the way this people work is they agreed in one price, but when you go and sign they changed the numbers and not honor the online price that was agreed upon arrival, I want it leave this clear the only reason whu I end it up purchasing the car her was beccause the price found on car saver, now they do honor the warranty, what is so hard to honor the price as well, nobody want it to talk to me over at the dealership, but aftee posting a ****** review and filing a claim with the bbb finaly I am getting someone from the dealership to anwers, after going multiple times in person, calling and sending emails, I just want them to be fair and honor the online price just like their doing with the warranty, last time I was their I spoke with the constumer manager and she told me she was going to talk to the manager and comeback, she never did, that to me was very disrescpfull I waited for her there three hours
  
  Sincerely,
  
  ******** *********

  Business Response

  Date: 02/27/2025

  We've had multiple managers talk to our customer, both in store and over the phone. We explained that the the purchase of the vehicle and Carsaver was successfully linked, meaning he does have the warrenty Carsaver offers. However, the final price of $25,462 was agreed upon and signed for at the time of sale. This amount included any applicable fees and charges disclosed during the transaction. At this point, the balance is due to the bank, not us, so we are unable to make any adjustments.

  Customer Answer

  Date: 02/27/2025

   
  Complaint: 22839177
  
  I am rejecting this response because: nothing that their saying is true, I never agree to this price, I am trying to be clear. upon my arrival to the dealership I especifically told them I was coming only because I saw the car on car saver, how come they want to honor the lifetime warranty but not the online price. absolutly doesn't make no sense, please I need to report this business for fraud immediately
  
  Sincerely,
  
  ******** *********

  Business Response

  Date: 03/05/2025

  Please find weve attached an electronic evidence summary, which contains a time-stamped record of the entire finance process. Additionally, we've attached the buyer's order, which includes multiple signatures provided by the customer during the purchase process. On page 3 of this document, youll find the customers signature along with the total price of the vehicle. Throughout the buying process, the customer was presented with the total price multiple times and, as the vehicle was purchased with cash, the customer was fully aware of the amount they were agreeing to at the time of purchase.

  Customer Answer

  Date: 03/06/2025

  the last three documents that were sent by me, also has my signature assuring that the dealership manager confirm that they made it a mistake on the sale ammount and didn't have no knowledge about the program, I am only requesting the part that they over charge me, at the moment of the purchase I was not show the total ammount, I thought we all were on the same page and I was getting charge the online price, prove of the online price was sent 

• Initial Complaint

  Date:12/09/2024

  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.

  Transaction date 10/20/2024; bought 2024 Nissan Sentra. Listed price $20,810; charged $25,055 plus taxes, fees, etc. Overall $30,292.79. Was charged for a temp tag after I transferred my tag from old vehicle. Was advised 5 years of select "basic" My Nissan ******* services with new vehicle from ** he spent over 2 hours attempting to get it linked to work and couldn't. Still doesn't. They issued a temp license plate fraudulently in my name to another owners vehicle that I am listed as primary owner/cosigner to a Black Nissan Murano that was sold same day before my car which I found out almost a month later after receiving toll violations in the mail. Tag has since been changed but unknown if still a cosigner to car. Went to dealership and explained situation they were lackluster about it and the receptionists were gossiping to all staff why I was there within earshot of me. Was assured I would hear back. Multiple calls, missed work, going to dealership, no answers. I filed police report Nov 18th when I got the toll violations and went to the dealership the first time, put fraud alerts and freezes on all three credit bureaus.

  Business Response

  Date: 01/22/2025

  Good afternoon,

  My name is **** *******, Sales Manager at Universal Nissan, we would like to state that we did receive the original concern from ****** stating the difference in price from the customers contract, I have attached such email including the figures, in response to the toll violations presented, we have also added the amount to the refund check and offer our sincere apologies for all inconvenience this could have caused.

  On 01/21/2025, I placed a call to the customer stating we would be mailing out the check to the address provided in this complaint, our final call to the customer was placed on 01/22/2025 to get verification of address, on both instances I left a voicemail due to no response.

  Thank you.

  Customer Answer

  Date: 01/30/2025

   
  Complaint: 22661670
  
  I am rejecting this response because The dealership took no responsibility for their lack of professionalism with their staff gossiping in front of me while in the dealership and assigning a temp plate to another customer and passed the blame to the ***. I was issued a check for the difference from the sticker price of the car it took the *********** buyers program to fight to receive the difference in sticker price which doesnt include the taxes which were charged on the original price of the $25k which on a sticker price of the $22k would be about $187 less. I was reimbursed for the tolls which I appreciate.  I attempted to call **** back twice after he called me and left messages with his staff to call me back which I have not heard back from him since. The number that was left is the generic automated system not an extension and when you type the last three of his last name for the employee names for directory he does not come up. When I called, I left word with the sales reception as he was busy and I never heard back and sent messages on the portal.  I had done this previously many times as well prior and had never heard back as well. Even after we had spoken back in the first week in January he said he would call me back the next day and I never heard back until everything was settled with ****** Auto Program and a check was to be cut. As I informed him on that call; being a nurse I do not have normal 8-5hours and I had missed enough time from work in this and loss of wages to get this situated going to the dealership and being dismissed by his staff, filing police ***orts, filing freezes and potential fraud with credit bureaus, and toll enforcement in addition to caring for my mom who sustained a traumatic fall, I was not going to do that again.  When he calls its typically twice back to back in the middle of the work day. So it can say an effort is made.  There is no effort made about the My Nissan connect thats supposed to come with the car complementary from what I was told from CJ for 5 years. No clarification or apology about being ignored for over an hour to get a car to test drive or them telling me to **** home or what my car insurance rates are (where I know they would need the coverage guidelines) to take the car home since they messed up and delayed in giving me the information for my lendor prior to insurance closing.  They got caught in shady business practices and just want to pass it off to someone else.  The sales *** was more interested in upstaging himself in how great of a sales person he was that he botched the sale and the finance person was more interested in talking with my fianc about getting his two cars windshields fixed that I am the one who got the short end of the stick due to their selfishness and egotism and lost a lot of time, money, and encountered a lot of added stress as a result.
  
  Sincerely,
  
  ***** *****

  Business Response

  Date: 02/12/2025

  We have made multiple attempts to reach our customer to discuss the matter and address the concerns, but unfortunately, we have not been able to reach her.

  To ensure we can resolve this promptly, we kindly ask that you let us know a convenient time for us to contact you. Please feel free to respond here, and we will be happy to reach out at your preferred time. 

  Customer Answer

  Date: 02/22/2025

   
  Complaint: 22661670
  
  I am rejecting this response because there has been no attempt made to reach me since January 22, 2025 while I was at work and unable to answer from universal nissan. I have left messages with them since and have yet to hear back from them. The few times they have attempted to call me in the past has always been in the middle of the work day when they know I am unreachable. When I had spoken to the universal representative I had advised them evenings are best and they continued to call in the middle of the day around noon knowing I would be working and unable to answer due to my job.
  
  Sincerely,
  
  ***** *****

  Business Response

  Date: 02/24/2025

  Good morning, we will be giving our customer a call during evening hours *****. This way we can address all her questions and concerns regarding the following, Billing; Explanation of charges; Proof of no other cars registered in her name;  Nissan Connect Access Linked.

  Customer Answer

  Date: 03/04/2025

   
  Complaint: 22661670
  
  I am rejecting this response because it has been almost 10 days (which is how long I have to respond from BBB) and I have still yet to hear from anyone from Universal Nissan. It is clear to me that they have no interest in resolving things with their customers. They know they were in the wrong and don't want to take the responsibility for their actions. I have still had no contact from them since a missed call in the middle of the day on 1/22/25 but no actual contact since 12/10/25 when I called numerous times and finally spoke with **** ******* who was going to contact me back for follow up the next day (and never did). The only reason this is getting any attention is because it is being filed with BBB.
  
  Sincerely,
  
  ***** *****

  Business Response

  Date: 03/07/2025

  Our sales manager **** ******* contacted our customer on March 5th around 7pm. They spoke about all her concerns and cleared up at much as possible. 

  Customer Answer

  Date: 03/16/2025

   
  Complaint: 22661670
  
  I spoke with **** ******* on March 5th about my concerns. He advised me that my car came with 6 months of complementary *************** (I got 3 months) which I didn't receive. He also basically said that ** lied that I do not have Nissan connect services with my car. So why He would sit for 2 hours to get is set up he doesn't know. Nothing was done about the lack of ********* Also when brought up about other cars he states that I can call up all the credit bureaus and the creditors that pulled my credit to find out what cars they were running it for and if they had me as cosigner. He claimed they had no record of any service ls provided there (I took my versa there years ago and they continued to send me information wanting to buy my rogue) but he claims there's no record. All paperwork was handed over when I traded the car in. He apologized for me having a poor experience but again they take no responsibility for their error on this and its completely unacceptable. Then told me he would love to help me in buying my next car there after admitting the only reason that I'm getting as much attention about this situation is because the BBB is involved. We are going 30 minutes out of our way tomorrow to another dealership to get our maintenance done because i signed up for the oil change package when I bought the car (If they even hold up their end of that bargain) because I can't trust this dealerships employees to do their job at this point.
  
  Sincerely,
  
  ***** *****

• Initial Complaint

  Date:12/07/2024

  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 bought a Nissan Kick last year and started having problems right away. They fixed it but it keeps having problems. I have taken my car 4 times this past month and they fixed it but when I take it home something else is bad. I took it for battery and now my ** doesnt work and I didnt even used my car because I took it to the dealer since my car wasnt turning on for the second time. This time they said it was the battery I left the dealer and left next morning for 8 days and come back to find out the ** now doesnt work. They keep asking me to trade this car for a new one but that means to running credit again and higher payments! I think they are breaking my car on purpose to force me to buy a new one since that have a big sign stating they need cars like mine meaning they need the same model. They are buying cars like mine. Now they said it cost 300$ to check for ** and it might cost me 2500$ to fix it. A car I bought last year in July! It la horrible!

  Business Response

  Date: 12/11/2024

  We take customer concerns seriously and appreciate the opportunity to clarify the situation.
  Upon reviewing the case, we confirm that the vehicle was inspected for a battery concern and as part of our commitment to customer ****************************, we replaced the vehicles battery as a goodwill gesture. This was done despite the vehicle being purchased as used and being outside the coverage of the basic warranty.
  Regarding the customer's concerns with the air conditioning system, we acknowledge that the customer mentioned the A/C not cooling properly during a subsequent visit. We explained at that time that the issue with the A/C is unrelated to the battery replacement. Our team informed the customer that we can perform a thorough diagnosis of the A/C system, which would include recharging the system to detect any potential issues or leaks. However, please note that the customer does not have an extended warranty, and the vehicle is no longer under the factory Nissan warranty.
  We remain willing to diagnose the A/C issue for the customer, provided that they agree to a diagnostic charge, which covers the labor and recharging of the system to assess any possible concerns.
  We hope this clarifies our position on the matter, and we remain committed to providing the best possible service to our customers.
  Thank you for your attention to this matter. Please feel free to contact us if any further information is needed.

  Customer Answer

  Date: 12/12/2024

   
  Complaint: 22654698
  
  I am rejecting this response because: their response is vague! I have video prove that when they check the vehicle the first time I went just for oil change my car was good and  they recommended some stuff to be done. After that oil change my car started having problems not wanting to turn on I thought it was the battery and I took it for a check up. They said it was not the battery so I did what they recommended the first time and spend 650$ they again send a video stating everything was good now but 2 days after my car again did not want to turn on I took it back and they saw it when it didnt want to turn back on. They checked it and NOW they said it was actually the battery when a few days before (when I spend 650$) they said the battery was perfect! They change the battery but now my AC does not work. Just after they fix the battery problem I asked for all the history documents and they said they have a new system and were not able to provide me with that although is my right and by law. I only took my car for an oil change and out of the sudden my car was breaking down and now my AC! I have one of the videos and a picture. I can upload the picture but not the video. I ask kindly to ask for those documents for your review.
  
  Sincerely,
  
  ***** **********

  Business Response

  Date: 12/16/2024

  Thank you for your feedback. We understand your concerns and would like to address them directly. We acknowledge the situation with your vehicle and apologize for the inconvenience this has caused. However, we must clarify that the diagnosis of your vehicles issues has been based on the information available during each visit. While we understand you were initially concerned about the battery, upon further inspection, it was determined that the battery needed to be replaced. This action was taken as a gesture of goodwill, even though your vehicle was outside of the standard warranty. As for the air conditioning issue, we want to emphasize that this concern is separate from the battery replacement, and we did not find any direct correlation between the two. While we understand your frustration, we do not believe that these issues are part of a pattern of deliberate harm to your vehicle. We remain willing to provide a comprehensive diagnosis of the A/C system, though this will involve a diagnostic fee due to the work involved in assessing the system. We want to reiterate that we are here to help and are committed to providing fair and thorough service. Thank you for your understanding, and we look forward to resolving this matter.

  Customer Answer

  Date: 12/16/2024

   
  Complaint: 22654698
  
  I am rejecting this response because: As I will repeat as many times as possible, I went for an oil change, they said my car was ok and needed a few not urgent things such as a filter something like that (please ask for videos since I can not upload them here) the video shows a complete check up and they many times told me that everything was ok so did thye mess up my car or that did a horrible check up? Which one it is? Or are they making my car broke down so that I can keep coming back and spending money?
  
  Sincerely,
  
  ***** **********

  Business Response

  Date: 01/20/2025

  Thank you for your feedback. We acknowledge the concerns regarding your vehicle and apologize for any inconvenience caused. However, the diagnosis of your vehicles issues has been based on the available information during each visit. The battery replacement, done as a goodwill gesture, despite the vehicle being outside the warranty.
  Regarding the air conditioning, we confirm that it is unrelated to the battery replacement. We are willing to perform a diagnostic of the A/C system, but this will incur a fee. The vehicle is no longer under warranty, so any further work will require your agreement to the diagnostic fee.
  We are committed to providing thorough service and resolving this matter. Thank you for your understanding.

• Initial Complaint

  Date:12/04/2024

  Type:Customer Service 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 11/27/2024 I went to Universal Nissan to trade my Sentra in for a new vehicle. I asked a direct question to ****** ******: Will I still be paying my loan for my ****** while also paying the loan for my new vehicle? His response was: No, your previous loan will be combined with your new loan and you will only have one loan to pay. This was a lie. My previous loan is still showing on my bank account.

  Business Response

  Date: 12/04/2024

  Good afternoon,

  Our response for the customer's complaint went as follows:

  -Promptly contacted the customer and verified the cause of concern.

  -Explained the procedure in place for our Loan Payoff process which may take up to 30days, hence why we calculate the per diem up to such lengths.

  -Reassured the customer that the Payoff will be processed as stated and also reiterated that by completing the payoff will be the only way for our institution to obtain ownership of the vehicle by satisfying and removing the current Lien on the ******.

  -Extended our assistance in case any other questions or concern may surface in the future.

  Thank you.

• Initial Complaint

  Date:07/10/2024

  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.

  We were interested in a vehicle and they said they would hold the vehicle if we put down a non refundable $500 deposit. They told us they had someone that was looking at the vehicle later that day, so we paid the deposit, changed our vacation dates and plans because they would only hold it over the weekend. Then we call to iron out some details and they inform us the car had been sold. They apologized and offered to refund the money, but we had an agreement on a vehicle. we shortened our vacation which cost us additional money. We want a vehicle comparable to the one we put a deposit down on.

  Business Response

  Date: 07/15/2024

  ************,

  Hi, this is *****************************, the General Sales Manager here at Universal Nissan.  I wanted to personally reach out to you and apologize regarding your concerns that I have received. First, I'd like to confirm that you received a refund of the $500 deposit in full.  If you for some reason have not, then please let know so I can further assist there.  Also, I have spoken with our Internet Sales Manager and he recalls the circumstances regarding your recent attempt to pursue a pre-owned vehicle we had listed for sale.  I believe it was a 2019 ***** Odyssey, but I am unsure of the exact vehicle details.  We were going through a large scale cyber attack and not all of our systems were up and running so I can't see this info. Regarding the vehicle purchase itself, it seems as though someone here was eager to assist you in buying this vehicle and went outside of the normal business model which we follow.  We don't collect deposits on pre-owned vehicles.  There are multiple reasons.  The first being that on a used car it is unique and not easily replaced, we only sell them when someone is in the showroom or has wired payment in full based on agreeable numbers.  A lot can change for a consumer between placing a deposit and purchasing a pre-owned vehicle - maybe it doesn't meet a customer's expectations, maybe the figures and terms end up not being agreeable, maybe a customer simply finds a better option and changes their mind, many more maybes.  Due to this, we only allow deposits on new vehicles because they are easily replaced. I apologize that someone stepped beyond the scope of our business model and for the inconvenience this has caused you.  I would like to help you resolve this if possible.  I don't know that I can find you an exact replica of the vehicle you were looking to purchase, but I will try my best to help you find something comparable if you would like to go that route.  Please reach out to me directly and let me know how I can further be of assistance in resolving this for you.  My email is ************************************************************

   

  Sincerely,

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

  Customer Answer

  Date: 07/25/2024

  Im not what I need to do next. Last thing that was discussed was finding a comparable vehicle. Just the other day there was a vehicle on there site that would be comparable. We have not been contacted by anyone. 

  Customer Answer

  Date: 07/29/2024

  Date Sent: 7/25/2024 7:48:35 PM
  Im not what I need to do next. Last thing that was discussed was finding a comparable vehicle. Just the other day there was a vehicle on there site that would be comparable. We have not been contacted by anyone. 

  
  

  Business Response

  Date: 08/22/2024

  We have made multiple attempts to contact ************ regarding a comparable vehicle, but the phone number provided in the complaint is missing a digit. We are eager to resolve this issue promptly upon receiving the correct contact information. Please assist us by providing the complete phone number or advising the customer to update their contact details with us directly. We remain committed to ensuring **************** satisfaction.

• Initial Complaint

  Date:04/25/2024

  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 purchased a vehicle from Universal Nissan. Initially the sales experience was great until I opened the thumb. I thought I paid 20k for the car and was shocked to learn that I paid nearly 23k. I contacted ******************* and she felt that everything was fine. All I know is that someone attempted to make nearly 3k from me!! I need an appointment tomorrow TU .

  Business Response

  Date: 04/30/2024

  Attached above is paperwork that shows our customer was shown the overall price of the vehicle many times throughout the buying process. Our CRM keeps record of all the pencils we present to our customers as well, we only have two on record for ************ and both show the price of the car being the same.