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:05/13/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 April 8 2025 I noticed my car smoking. I carried my car to Sutherlin Nissan in Vero Beach to the service department to have it checked out. A service advisor took my information and had my car looked at. He later came back with the issues he found and said that he submitted a claim with the company that I have a contract for repairs and he would call me the next day. I never heard back from him. A couple days later I went back to the dealership to find out what was happening. I was told that they were told that the contract did not cover my car. I purchased this contract from them. I have tried many times to get my car taken care of no one is calling me back and I called spoke to managers

• Initial Complaint

  Date:05/08/2025

  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.

  09/05/2021 Leased a Nissan Murano from Nissan of Vero Beach with option to purchase price of *********. I went to convert lease to buy on 09/12/2024. At the time I couldn't find my contract but was told that was okay, they had the information in the computer. They gave me a price of ********* which I disagreed with but since I couldn't find my contract didn't do me any good. I was ill at the time and needed to get the transaction completed. I finally found my contract with the purchase price of ********. I tried multiple times to discuss this with management at Nissan but was not successful.

  Business Response

  Date: 05/16/2025

  Good morning Ms. **************** would like to start off by apologizing for the inconvenience. I spoke with *** ******, the General Manager at Nissan of Vero Beach, and he said if you could bring in your documentation, he would be more than happy to go over it with you and see what he can do for you!

  Customer Answer

  Date: 05/26/2025

   
  Complaint: 23304881
  
  I am rejecting this response because:
  The response was not sincere.  I have attempted multiple times to speak with Mr. ******* but he is never reachable by phone and doesn't return calls.  
  Sincerely,
  
  ******** *******

  Business Response

  Date: 06/16/2025

  I have forwarded all information I have received to the General Manager and the Owner Loyalty Manager. Someone should be reaching out to you soon to go over everything and hopefully get this resolved for you!

  Business Response

  Date: 06/19/2025

  Hello,
  I just spoke with *** ******, he left Ms. ******* a voicemail today. The vehicle was bought at her purchase price plus a $300 buy fee for buying out a lease. Ms. ******* also purchased the Sutherlin Platinum Premier package which is the difference in the cost. Mr. ****** said he will be there all day today, tomorrow and Saturday if Ms. ******* would like to give him a call or go in and discuss in person. ******** ******* (General Sales Manager) and *** ****** (General Manager) would be more than happy to help with this!

• Initial Complaint

  Date:02/19/2025

  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.

  I purchased a 2016 Nissan juke from Sutherlin Nissan in June 2023. I totaled the car in August 2024. My insurance company paid around $9000 to the lien holder. I had also purchased a warranty for ****** thousand miles or 24 months. I checked to see if I had any refund due from the warranty. After numerous phone calls, text, emails, and visits to the dealership, I was finally told that I had a $1250 refund to due. It was supposed to be paid to the lien holder. This was October 2024. It is now February 2025 and they still never received payment. Im struggling to make the payments because I do not want to ruin my credit. I visited in early December 2025 and I waited for over an hour.I was then told the company Sutherlin Nissan had sold to another company Nissan. They also said to me that they had no records of any of Sutherlin Nissans vehicles. Im at a loss as what to do. After numerous calls to the dealership with no response, I went back. In late December 2025, A man named ******* told me he was with the new company. He gave me his phone number and told me he would take care of it. After numerous calls to him with no answer or response, I began calling the dealership again. Again, no one would ever call me back. I wanna get this check applied to the loan so I can finish paying it off and be done with it. PLEASE HELP!!

  Business Response

  Date: 03/06/2025

  Hi Ms ****************** of all, I want to sincerely apologize for the delay in this. I tried calling you last week and explaining what happened. Although I am by no means making an excuse or saying this should not have been taken care of sooner. We sent a check for $1,252.04 to NMAC on 10/24/2024, they never cashed it. ****** ******** sent me your information last week which is when I tried calling. I stopped payment and reissued the check to ****. I have also let our *** with **** know to be on the lookout for this check to be credited to your account. If they have not received it yet, it should be any day now!

  Customer Answer

  Date: 03/07/2025

   
  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,
  
  ******** *****

  Customer Answer

  Date: 03/07/2025

  I would rather wait until payment has been made before I close and add rating.

• Initial Complaint

  Date:11/06/2024

  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.

  Everytime I have service at *********** Nissan Vero Beach there is always something left off, disconnected or loose. The last time They checked A/C said it was low on refrigerant maybe a leak. They wanted $1300 to fix it. Outrageous!!! A week later there was a smell in the car. Drivers side floor boar was wet and mildew. Not there before the service. I can not get in touch with service. My wife told them she would never buy a Nissan after they tried to sell us a new vehicle while we were getting service.

  Business Response

  Date: 11/07/2024

  Good morning ****,

  I checked with your advisor as well as with the service manager.  

  The amount that you paid while here was for the diagnosis which is standard to pay for the technicians time to look for the source of the issue you are having.  That fee is waived if you choose to have the service done and is only charged to you if you decline to have the recommended service done with us.

  We can certainly fix your car for you and put the diagnosis fee towards that repair. You can call in anytime to discuss the repairs, schedule an appointment or to speak with an advisor about your car.

  We look forward to hearing from you to get this repaired for you.

  Customer Answer

  Date: 11/19/2024

  $300 seems a bit excessive to check out a vehicle but my main complaint is that there is always something wrong or damaged or parts / pieces left not properly attached to vehicle. This last time the A/C drain line was left disconnected resulting in the drivers side floor being soaked in water and mold growing on carpet. It is always something whenever I have any service done on my vehicle. 

• Initial Complaint

  Date:10/28/2024

  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.

  Bought a used Nissan Sentra at ********** Nissan Vero Beach Fl . This is how they operate. You talk to salesman. They dont give you a chance to negotiate price of car or your trade. Your rushed to finance with no knowledge of your price or trade value. There your presented with your contact all filled out. Not knowing any prices. Your rushed through to sign and avoid any questions.Then offer a platinum service plan for $ ******* to get a lower interest rate. Even though your final rate is 6.99%. What a sneaky operation to steel your money. The way I figure they owe me minimum $******* , $500 off car price and $500 more for my trade. Dont do business with this Nissan dealer unless you have a couple extra $ ******* to loose. Go to ***************** Nissan instead.

  Business Response

  Date: 11/01/2024

  Good morning, ******,

  I know that you have spoken to multiple people here at Nissan regarding the purchase of your vehicle.

  As was explained during the sale process, after the sale is agreed upon, you are made aware of the whole process, you go through DocuSign and need to sign off on each step of the process which lets you know exactly what the price and financing are, and you are required to sign each time. That let you know the purchase price of your new vehicle and your trade in amount.  You can come in at any time if you would like to cancel your platinum plan you purchased which will not affect the rate you were given. Feel free to come to speak with us anytime.

  Customer Answer

  Date: 11/01/2024

   
  Complaint: 22484946
  
  I am rejecting this response because:
  
  Sincerely,
  
  ****** *****

  Business Response

  Date: 11/02/2024

  Good morning, ******,

  During the sale process your trade in is appraised and you are told of the trade in value and are given the sales price of the vehicle you are looking to purchase.  During that time, you can negotiate any pricing or during the close of the sale, you are taken through DocuSign to sign off on each step of the transaction so you could bring up any objections you have. You can come in and we can cancel the platinum plan that you did purchase.  You can also stop in or call anytime to speak with us.

  Customer Answer

  Date: 11/04/2024

  The managers and salesman told me the price of the car was $ ******** plus tax. That was the promised price. When questioned the price on pg. 2 . I was told thats your sales price with tax. That didnt add up $18500 plus tax. Asked where is the $18500. Told we went over that irritated. Same with every question. Same response. Bottom line they took advantage of a senior citizen and vet. 73 years old. To make a quick sale. This is unfair poor business practices. For a 50 year old dealer that promised customers with a positive stress free car purchase. Customers deserve to make a well informed decision and enhance your experience.

  Customer Answer

  Date: 11/07/2024

  My complaint against ********** Nissan is withdrawn thanks to **** of finance who did a excellent job negotiating a settlement of this complaint. I will now change my review to 5 Stars. Thank you ********** Nissan for your decision and a special thank you to ****,for your patience.****** *****

• Initial Complaint

  Date:08/22/2024

  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 purchased a brand new Nissan Pathfinder platinum 4x4 from Sutherlin Nissan in vero beach florida. It started leaking inside the liner and I took it to the dealership for a week half and they said they could not find **** and there was nothing they could do. The suv leaked again and I took it back to the dealership and they had it for 3 weeks. Ive lost so much time from work and money I want a resolution. No one has offered any resolution. I purchased a brand new vehicle to not have issues yet Ive been dealing with my brand new car leaking for over a year.

  Business Response

  Date: 08/24/2024

  Good Morning,

  After reviewing this customer's complaint, a representative has reached out to the customer and is awaiting a response back as of August 24, 2024. With regards to this complaint, the dealership has serviced this vehicle over a year ago and resolved any issues pertaining to the specified manufacturer defects covered under warranty. Sutherlin Nissan of Vero Beach conducted thorough testing after the service to conclude that there were no remaining issues with the vehicle covered under warranty.

  Sutherlin Nissan of Vero Beach has advised the customer on multiple occasions, that if there is another issue with the vehicle, that she may bring the vehicle back in for a diagnostic assessment. During the time for which the vehicle was being diagnosed and repaired, the customer was provided a "loaner" vehicle for which the customer utilized while her vehicle was in for repairs. After resolving the issues, the customer was advised that she could and should pursue a formal complaint if unsatisfied with Nissan, where we understood she opened up a case with Nissan ***.

  After some time opening up the complaint, we understand that the consumer did not pursue any further actions pertaining to the open complaint, where then Nissan *** after several attempts to contact the customer closed her case. We are in a position where we want all of our customers to happy with their purchase. ********************************************* has gone above and beyond trying to facilitate and assist this customer with their vehicle. Our recommendation at this time is if the customer is still showing issues with the vehicle, she should bring in the vehicle for the service department to complete a proper diagnosis of the problems.

  We also encourage the customer to re-engage with ********************** USA to re-open her case as it may pertain to original equipment manufacturer defects covered under warranty. Sutherlin Nissan of Vero Beach continues to provide options to the customer and want the customer to be happy. We will continue to try and work with this customer to ensure that they are taken care of.

  Kind Regards.

  Sutherlin Nissan of Vero Beach 

  Customer Answer

  Date: 08/30/2024

   
  Complaint: 22183450
  
  I am rejecting this response because: no one is calling me back to fix my issue with my vehicle. ***** called one time and left 1 message, and is not returning my calls. 
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 08/31/2024

  Good Morning,

  We kindly defer any response as well as any/all matters related to this customer to be redirected towards ********************** *************. This matter has been escalated to Nissan ************* and is out of Sutherlin Nissan of Vero Beach's jurisdiction or control.

  Kind Regards,

  Sutherlin Nissan of Vero Beach

• Initial Complaint

  Date:06/25/2024

  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 Altima from a Hgregg on 4/5/2022. 4 months after buying this car I went for my first oil change and was told my transmission would be faulty any day by service advisors, est. $10,000 to fix. This transmission had a class action recall on it, I was aware of this and asked to confirm my transmission did not meet these criteria. They insisted it would not be covered by the classs action lawsuit due to cvt transmissions. VIN for 2018 Altima I traded in due to unethical and inacurate repair information: *****************.I was talked into a new car in sutherlin nissan's lot I had my eye on. The carfax on this looked clean, I asked if it has had any repairs or accidents. The salesman Taje, insisted many times it was checked over and had no damage besides the sideskirt that I noticed a break in. I took him at his word and he proceeded to sell me the 2022 Nissan Maxima that had clearly been in an accident. I found this out because I brought my breaks in to be replaced and clarify another issue with my fwc light as it randomly will come on and have brought it in to get looked at and taken care of atleast 4 times, I new see in their documentation "customer declined repairs." this is completely innacurate, I keep going in for this light and they unhook the battery or reset the computer. the fwc light would keep coming on and i kept going in, asking them to document this, as i knew it would help in a time like this. They changed my breaks, washed my car, ruined my paint job I spent 2500 minimum protecting with coatings and sealants, they also informed me of damage to the front end of my car. This would be about $5000 to repair, not under warranty because of an accident which happened before I bought the car. I have pictures from the day after i bought the car to now and you can see the problem progressing. This would prove that I was lied to about the accident and major damage I hope. New car VIN: *****************, $60,518.42 total charged. much more context

  Business Response

  Date: 06/29/2024

  Unfortunately, Nissan doesn't cover parts under warranty that have been modified.

  Customer Answer

  Date: 07/01/2024

   
  Complaint: 21899864
  
  I am rejecting this response because:

  this complaint involves many matters, mainly getting my new car fixed where the last owner damaged the cars front end all of my accidents were documented through insurance and they were to the bumper, minor taps. The car fax shows history of the previous owner being in a front passenger side minor impact. This is precisely where the bracket is broken and looks as if someone tried to repair it. I have many pictures of my car from the day I bought it to the day of the service appointment and you can see this broken bracket was not fixed and had not been in any accidents- causing my grille, bumper, and headlight assembly to all sag over time. 
  my third issue is that the modification they are denying to fix all of these issues was explained to me that it was the tint on my front emblem, which would cause the light to come on. The light came on before any modification was made to the car the only other modification would be my stereo, which I asked if it would void my warranty to get installed, and responded with no. 
  my fourth complaint, there is not proper documentation of this sensor coming on, they claim I said to ignore it in the documentation when I came in many times between my visits to the ****** campus near them. 
  My fifth complaint is I always take before and after shots and videos of my car before going to the dealership and over time as I detail my car, so I will provide all necessary evidence in a follow up email when I get the papers in order and in an easy to read format. But I asked them as always to please not wash my car as it was already clean and the service member just forgot to put it in the notes for the service team. The paint correction and coatings on my car I paid over 3k for and it is covered in scratches and swirls. If this is counted as aftermarket instead of protection I would assume this is what aftermarket part they are talking about.. if they documented every time I went in for my crash sensor light coming on this car could be considered a lemon. Unfortunately not documented on their behalf but I have circumstantial evidence with dates and the light being on well after I said forget about the light after bringing it in. 

  my fifth and most egregious complaint is that I bought this new car that is still under manufacturers warranty when they informed me my transmission would need replacing in the old 2018 Altima I had. I asked if there was any warranty or coverages that might help me with a 10k estimate handed to me. Through every step I was sure to ask the right questions as far as the condidtion of the car being reliable, Damages, coverage for my old Altima and asked about accidents or damage to my new car, everything was conveniently perfect and the salesman convinced me it would make better financial sense to trade in my car instead of pay for a transmission fix (they did not disclose the class action lawsuit to me when I asked explicitly). This one incident caused all others having to buy a new car and being lied to about it again explicitly. 
  my last complaint is simple, Im a detailer. I spend a lot of money upkeeping my car. I always ask 

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

  Business Response

  Date: 07/12/2024

  To whom it *** concern,

  
  Regarding ******************** complaint, there are several items that need to be addressed. The first item is with regards to a vehicle not purchased from Sutherlin Nissan of Vero Beach. The customer addresses the first issue stating that he was aware of transmission issues regarding his vehicle;however, this vehicle purchased at another dealership was not covered under the class action recall. There was no indication that the customers vehicle was covered under this recall notice at the time of his trade in for a newer vehicle.

  
  The second item to address is with regards to the vehicle that the customer decided to purchase from *********************************************. The customer explicitly states that he reviewed the provided CarFax history report of the vehicle he intended to purchase. When he asked a Sutherlin Nissan sales associate of details pertaining to the sideskirtof the vehicle, it was stated by the customer that he saw issues. The customer stated he also reviewed the car history report and with verified history of the car, proceeded to purchase the vehicle on his own.

  
  The third item pertaining to on-going issues with his vehicle light, paint damage, as well as damage to front end of the customers car appears to be exaggerated from the customers view *************************************************** is not responsible for any after-market work done by the consumer to the vehicle as is the case with this vehicle. Sutherlin Nissan of Vero Beach takes great pride in servicing all vehicles brought in,and ensures it is properly recorded of the condition of the vehicle prior to servicing. The condition of the vehicle due to after-market work done outside of Sutherlin Nissan of Vero beach, along with damage that *** have occurred while being driven by the consumer is outside of the responsibility of Sutherlin Nissan of Vero Beach.

  
  We hope our response supports the BBB process in creating transparency between Sutherlin Nissan of Vero Beach for past, present, and future consumers in the area.

  
  Kind Regards,
  Sutherlin Nissan Vero Beach

  Customer Answer

  Date: 07/17/2024

   
  Complaint: 21899864
  
  I am rejecting this response because: Response in Document.
  
  Sincerely,
  
  *********************

  Customer Answer

  Date: 07/18/2024

  Sent Via email after phone call.

  Business Response

  Date: 07/23/2024

  To whom it *** concern,
  
  Regarding the customer's complaint, there are several items that need to be addressed again. These items after reviewing the customer's response still stand as the dealership's position with our first response. The first item is with regards to a vehicle not purchased from Sutherlin Nissan of Vero Beach. The customer addresses the first issue stating that he was aware of transmission issues regarding his vehicle; however, this vehicle purchased at another dealership was not covered under the class action recall. There was no indication that the customers vehicle was covered under this recall notice at the time of his trade in for a newer vehicle. The customer claims that he was "misled" into buying a new car. Sutherlin Nissan of Vero Beach does not force anyone to purchase a vehicle. The customer states that "he should have just kept his old vehicle and get it fixed." Sutherlin Nissan of Vero Beach does not hold responsibility for any decision that is made by the consumer who expresses "regret" in their **** buying decision.
  
  The second item to address is with regards to the vehicle that the customer decided to purchase from *********************************************. The customer explicitly states that he reviewed the provided CarFax history report of the vehicle he intended to purchase. When he asked a Sutherlin Nissan sales associate of details pertaining to the sideskirt of the vehicle, it was stated by the customer that he saw issues. The customer stated he also reviewed the car history report and with verified history of the car, proceeded to purchase the vehicle on his own. We will take this time to reiterate that the customer reviewed the history report of the vehicle.  On his own willful decision, the customer proceeded to purchase the car after reviewing the vehicle's history report.
  
  The third item pertaining to on-going issues with his vehicle light, paint damage, as well as damage to front end of the customers car appears to be exaggerated from the customers view point. ********************************************* is not responsible for any after-market work done by the consumer to the vehicle as is the case with this vehicle. Sutherlin Nissan of Vero Beach takes great pride in servicing all vehicles brought in, and ensures it is properly recorded of the condition of the vehicle prior to servicing. The condition of the vehicle due to after-market work done outside of Sutherlin Nissan of Vero beach, along with damage that *** have occurred while being driven by the consumer is outside of the responsibility of Sutherlin Nissan of Vero Beach. We will continue to stress, that Sutherlin Nissan of Vero Beach is not responsible for any "after-market" work, that *** have altered or have otherwise changed the appearance, operations, or mechanical function of the vehicle under warranty. 
  
  We hope our response supports the BBB process in creating transparency between Sutherlin Nissan of Vero Beach for past, present, and future consumers in the area.
  
  Kind Regards,
  Sutherlin Nissan Vero Beach

  Customer Answer

  Date: 07/29/2024

   
  Complaint: 21899864
  
  I am rejecting this response because:

  Response in file.

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

  Business Response

  Date: 07/31/2024

  Dear Customer,

  We understand that your unique disposition is unfortunate with regards to damage that you are indicating via attached pictures and documentation. Sutherlin Nissan of Vero Beach stands by our promise to ensure customers are treated with respect and with the utmost care and consideration. In regards to our previous response, we maintain our position of not being held liable or responsible for damage to your vehicle. All of your documentation, although much appreciated, does not reflect nor can be validated or verified, that the dealership was and is responsible for the indicated damage.

  Documentation does not provide accurate details to reflect that the dealership was responsible for the "damage" to your vehicle. There is a significant time gap between provided documentation on when the vehicle was purchased against when you, the customer, are claiming damages occurred. The purchase of the vehicle occurred in February of 2023. The documentation provided of "damage" occurred as stated in June of 2024. There is more than a year's worth of time lapsed from time of purchase along with "after-market" work done to the vehicle. Sutherlin Nissan of Vero Beach is not held liable for any "after-market" work done to vehicle that *** affect, change, or otherwise alter the vehicle's appearance.

  We express our understanding of your situation; however, we will continue to stand firm in our decision that we are not held liable for any alterations and/or "after-market" work done to your vehicle that has since subsequently affected the appearance of your vehicle.

  Sincerely,

  Sutherlin Nissan Vero Beach

  Customer Answer

  Date: 08/01/2024

   
  Complaint: 21899864
  
  I am rejecting this response because: In Attachment.
  Sincerely,
  
  *********************

• Initial Complaint

  Date:06/05/2024

  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.

  This was the first purchase of a car.I had to make all by myself since my husband passed away, The salesman told me they were gonna pay my car off. Which was a $15k, they only gave me credit for 10k and add it the balance to the new car purchase. This company robbed me of $6000 that I was putting down on the new car. Because they didn't uphold their end of the bargain to pay the old car off If I made the purchase.

  Business Response

  Date: 06/06/2024

  I spoke with *************** today and I am looking into this and she is allowing me to do so to see if I can figure it out and get it taken care of and straightened out for her.

  Customer Answer

  Date: 06/12/2024

  Someone by the name of ******** from Sutherlin nissan did reach out to me and said she would call me back the very next day which would have been the 7th of June.I have not heard from her but left her several voice messages.

  Business Response

  Date: 06/13/2024

  I did speak to the customer today and let her know that myself and a sales manager did call her and left a message and she said she had called him back. When she called me back I had not gotten back to her but *************** and I agreed on Saturday morning to call her with the sales manager present in our conversation today..

  Customer Answer

  Date: 06/20/2024

  I had the opportunity.

  To speak with ******** and the sales manager, He offered to trade my car in for the For the price of the purchase.

   They said they would call me back that Monday, no response as of yet. And I have left several messages for both ******** and ******* the sales manager, but have not gotten a response.

   He offered to trade this car for the purchase prices. 

  I think what he's offering is fair.Just need to schedule a time for it to be done.

• Initial Complaint

  Date:04/07/2024

  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.

  On Sunday, April 7th, 2024, I went to Southern Nissan to turn in my prize for winnings and to hopefully trade in my car for a truck. I found a brand new truck that had a online special for $31,000.00 and some change. Every thing was going good until the sales manager came over. I was told that they would give me $24,000.00 for my trade in and that I would owe $26,000.00 for the truck. I said your math is wrong, the truck is priced at $31,000.00, not $50,000.00. The sales manager said no, he is right, that price is with a military discount and since I don't have one, I would need to trade in my vehicle plus pay $26,000.00 I stated, so your telling me the military discount is for $20,000.00 I stated, actually, your just trying to rob me and your a lier. I said forget it, give me my keys, because they still had them from when they looked at my car. I said we'll what about my $1000.00 prize. He said now, you don't get that unless you buy a car. I said it doesn't say that in the fine print, I read it. He stated, now, you ain't getting nothing unless you buy a car. I stated, you ain't robbing me, give me my keys. He said, how much would you like to pay to make this deal work. I said, well, my $24,000.00 trade in + $1000.00 from the contest ticket is $25,000.00, subtract that from $31,000.00, so like $6,000.00. He said he'll no, I want your car plus $26,000.00. I said your a thief, give me my keys back. He still didn't move to hand me my keys, so I used a loud explicit and told him to quit disrespecting me and give me my keys. He then yelled at me, told someone to give me my keys, told me you don't cuss in my showroom, and to get the h*** out. I said no problem, been asking for my keys for 5 minutes. Sales manager lied about contest and lied trying to line his pockets, robbing people with no shame. I was even offered $31,000.00 trade in for my vehicle and $29,500.00 at two there dealerships. Watch out for that thief...

  Business Response

  Date: 04/09/2024

  Our Gm has been trying to reach you to talk about this. He is out of town for a business meeting and will try to call you again when he returns, I believe he returns on Thursday. 

  Customer Answer

  Date: 04/11/2024

   
  Complaint: 21542712
  
  I am rejecting this response because: I haven't recieved a call and today is Thursday. I have my phone by me and am waiting to talk to GM or Owner for that matter. My email is ********************* if that is a better way for you to get ahold of me, your choice.
  
  Sincerely,
  ***********************
  ***********************

  Business Response

  Date: 04/12/2024

  ***, my GM just attempted to reach out to you again but you do not have a voicemail set up for him to leave you a message. Due to his availability it would be easier if we knew a time frame to call you. We honestly want to get this taken care of for you so we can move forward with nothing but good intent, as this was his third attempt to call you. Please let me know or please call ******* at *******************

  Customer Answer

  Date: 04/14/2024

  I haven't recieved word from the *** he has my phone number and e-mail address and I even called him yesterday, he is back as work, and I was told he was busy, to which I gave my name, number, and told his receptionist the reason for my call and that he stated he wanted to speak with me, but I still haven't recieved a call back. I feel like I was getting robbed by the one manager on the purchase of the truck with my ********************************************************************************************************** Does everyone at this dealership lie. Hopefully the owner as a veteran doesn't condone this behavior.

• Initial Complaint

  Date:04/02/2024

  Type:Sales and Advertising 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.

  We consider ourselves pretty well informed and scam-proof, but this one made it through our filters.Date: 3/28/24 Ad committed to provide: $1000 Nature: False advertising Resolve: Pay us the $1000 as advertised Ad came in the mail I can provide photos showing an ad (with the game card removed by the dealer) showing we won something from Sutherlin Nissan of Vero Beach. We pulled open the tabs and had 6 diamonds across, supposedly winning $1000..I would like you to see the pictures of the ad. How would you interpret what the ad says? We read the fine print and the asterisk and saw nothing to disagree with the win $1000 cash statement. We called the phone number and entered the confirmation code as instructed. Then we went to the dealership twice. We had to supply info on our present cars, tell our email and phone number and address and other data and ended up talking with 5 different representatives, and spending about an hour listening to sales pitches (which we feel is fair the ad is a promotion and people dont give away money for nothing), we were told we read the ad wrong. It doesnt say, across from the 6 diamonds = win $1000 cash , it says win. The $1000 cash is in a different column, one letterspace to the right of the word "win". What we won is a lottery ticket, which they gave us. (We didnt win anything there either).Would you interpret the ad to say match 6 across and win a lottery ticket?Besides revealing personal information, we wasted only gas and time, but the pitch still stinks and may be appropriate for BBB's attention.

  Business Response

  Date: 04/04/2024

  We apologize for any confusion, but it does say on the prize sheet that there are a certain number of possible winners. Then they check your code if you matched any and some codes say you won a lottery ticket or maybe something else. This is a marketing event and this company is very reputable throughout the country. Everything is stated in fine print and again we apologize for any confusion.

  Customer Answer

  Date: 04/06/2024

   
  Complaint: 21518260
  
  I am rejecting this response because:

  The ad, including the fine print speaks for itself. The fact that there are 10 winners per the ad does not mean I am not one of them. The ad makes it look like I am one of them.

  In the fine print the "Odds of winning a $1 Lottery ticket (($1 value)) are 749,983:750,000". This does not mean I am not a winner of $1000.

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

  Business Response

  Date: 04/09/2024

  **********, we have looked into this and have had several conversations with you about the lessons we learned from this flyer. We do not ***************** this way and per our conversation we have cut you a check and mailing out to you. I want to thank you for being so kind and patient with me and us during this. We are always grateful for customers and people like yourself and your wife, thank you again for your kindness.

  Customer Answer

  Date: 04/15/2024

   
  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,
  
  *****************