ComplaintsforRegal Nissan, Inc.

• Initial Complaint

  12/04/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This is to bring to your notice that we are cheated regarding a purchase made at REGAL NISSAN , ******* ** on September 22, 2023, of ***** Odyssey 2015 (VIN number *****************).The following points are to be noted regarding our complaint:1. The car fax report is misleading and wrong as it has a color discrepancy. During our purchase, the car fax report of the above mentioned car as per dealership was showing the color as brown multiple times on car fax report , but now when we received the title the color of car is reported as Gray by DMV Complaint- The fact of repainting has been hidden by dealership or they cheated us by selling a car on wrong or doctored car fax report or they sold a different car.2. After driving car for ***** miles car started shaking at the speed of *****mph. When the car was taken to ********** at *********, they toldme that the transmission was bad and needed to be corrected and they charged $685 for flushing the oil thrice. They also informed us that in the near future, it may need a complete change of transmission. Complaint: It is again hiding the fact that the car was having a transmission problem.3. On CARGURUS from where we saw this car online the status of the car was 'one owner' but it was a two-owner car and we are the third owner now. Complaint- Misrepresentation of the true facts online.(False or Wrong information on Product)Based on all the above, we are feeling cheated by dealership and completely disappointed, feeling cheated and stressed after making a purchase.This is despite the fact that we spent our hard-earned money and gave the full amount on the spot without any credit and more than that was listed in the name of taxes and repairs dealership told us were performed on the car.Now as a fair business practice, dealership should fix this purchase and we need our purchase amount back together with the money we spent on the **********. We trusted this dealership that didn't meet our expectations.*****

  

  Business response

  12/05/2023

  Dear *****, we acknowledge your concerns about the reported color discrepancy, transmission issues, and ownership history. The color of the car was accurately communicated as gray during the sale, and any disparities reported by external entities are beyond our control. No issues were uncovered during the inspection, and the transaction was governed by an AS-IS agreement, underscoring its non-guaranteed nature.The ownership details presented on CARGURUS were based on the data available during the listing.  We provided a CARFAX report reflecting the accurate ownership history at the time of sale. We remain committed to addressing your concerns within the agreed-upon terms. Sincerely, Regal Nissan

  Customer response

  12/05/2023

   
  Complaint: 20958882
  
  I am rejecting this response because:they are not talking about CARFAX report how the color got changed in title and it is clear case of fraud on them they never disclosed the fact anywhere car is repainted. 

  On ***** website if you run the *** NO. of the car it is Brown how it turned to Gray.

  This is a clear case of misrepresentation of facts.
  
  Sincerely,
  
  *********************

  

  Business response

  12/05/2023

  We have no reason to believe that the car has been repainted. After being in this business for as long as we have we have seen Carfax have the wrong color reported multiple times. There would be clear signs if the whole car had been repainted that were not there. If you would like to send a picture of the door jam vin plate we can look at that and verify the original color of the vehicle. We are not a ***** store and do not have access to their system so since there was no sign of a full repaint there would be no reason for us to call a ***** dealership and have them decode the *** for us. ****** is a guide for the consumer and an independent party that relies on reporting from a multitude of sources that can be wrong. One person may consider the color of that vehicle more brown than gray and when that happens it gets entered into CARFAX as such.

  Customer response

  12/06/2023

   
  Complaint: 20958882
  
  I am rejecting this response because: this dealership is saying ****** makes mistakes, fine why dont they get into their own records that is  they should look into the title of the car when they made purchase from 2nd owner the previous title will clear everything. So they should provide a copy of title on this platform that they got while purchasing this car , I remember on day of purchase I asked for the title the sales representative ******************* he went and came back after few minutes and said he is unable to find it so now it is time to see that title.

  I know as per Georgia law dealership has to keep all the records of their sales and purchases so they cannot deny for the same.

  As demanded from dealership picture of the door jam ,  that is already be taken by one of their employee Mr **** when I went to them to resolve matter amicably on December 1st.
  
  Sincerely,
  
  *********************

• Initial Complaint

  06/23/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Regal Nissan Invoice # ****** Customer # ****** My vehicle, *************************** Rogue VIN *****************, was repaired by your shop in November 2021. After this repair was completed I drove the vehicle after some months. Upon parking the vehicle the tie rod snapped on the front passenger's side (same **** as the main impact of the accident). After many months of inspectors reviewing, documenting, and analyzing, it was determined the tie was already compromised prior to this latest damage in December of 2022. The experts determined the tie rod crack was missed in my previous repair, and this is an **** that should have been examined as that is the **** of the accident. This examination and determination was performed by licensed experts; Nissan Corporate, One Guard Inspections, and Courtesy Nissans Technical Expert determining a small crack in the tie rod ultimately directly or indirectly caused this current damage and was missed in the initial repair job inspection by Regal Nissan. This was further determined by the corrosion surrounding the crack in the tie rod which substantiates this kind of failure. These facts completely contradict your findings, regardless of any wheel alignment report. Furthermore, I have provided this proof to ******************, but have had NO response back from him. It appears that ****************** and Regal Nissan do not want to recognize the provided evidence as to why this tie rod cracked and this is the main issue here which will be the essence of my bad faith claim against your dealership. Now, because I am already put in an injured position because this tie-rod/steering rack issue was missed initially, I propose the following to resolve this issue amicably before further action is taken: My vehicle will be repaired by a Nissan Dealership here in the Dallas **** (Courtesy Nissan **********, **). I will then be expecting FULL reimbursement for this repair from your dealership.

  

  Business response

  06/23/2023

  We appreciate the opportunity to respond to this complaint. The damage referenced occurred over 10 months and ***** miles from the collision repair date. The repair of referenced and most current damage is the responsibility of the driver's automobile insurance coverage subject to the insurance policy for approved claim. Same as the original damage. It's our understanding that the driver/owner has already submitted to their insurance company and the claim was denied. The decision was made last month to forward this complaint to our legal counsel after certified mail received from the driver/owner (dated 4/21/23) included accusations of "bad faith" and "malice negligence" which by nature accuses the dealership of deliberate intention to do injury to another party. We take these false allegations seriously. Therefore, any future communication from driver/owner should and will be directed to counsel. Regal Nissan takes great pride in our reputation for exceptional customer experiences and value of services provided. We've been committed to providing this same quality for over four decades. We hope the driver/owner will be successful in obtaining authorization from their insurance company to repair the most current damage. 

  Customer response

  06/26/2023

  To clarify, I have a written inspection report from One Guard Inspections that I provided to Regal Nissan, determining that this tie rod damage was, in fact,  missed from their initial repair job based on the corrosive evidence.
  It's my opinion that this is both, bad faith Regal Nissan does not want to show any acknowledgment, and malice in that they don't want to accept the inspection report with clear evidence of their mistake, which could have caused a catastrophe for me and my family resulting in possible death because of this. 
  I have attached the time stamp of my first email dated March 14, 2023, to *********************** where I initially opened a line of communication once I gathered credible evidence of the missed repair job from the inspection company and Nissan experts.  Also attached another email to **** on April 5th, 2023, I received NO response from either email. I also more recently communicated the issue and forwarded the inspection report to *************************, Executive Manager, he replied on May 31 and said they would review it and get back to me, no reply after that. 

   

  

  Business response

  06/27/2023

  "Good afternoon Mr. ******************* I hope that you were able to enjoy a peaceful Memorial Day extended holiday weekend.
  Second, After reading your letter of demand,Ive asked my Controller to forward to Mr. ************ (________ ) is Regal Nissans legal counsel on record. Expect a response after he has performed due diligence"

  The above is the verbatim communication to Mr. **** from 5/31/23. 

  Customer response

  06/27/2023

  Dear Regal Nissan,

  Let's just make this clear, Does Regal Nissan acknowledge and agree with the inspection report conducted by One Guard Inspections?

   

  

  Business response

  07/10/2023

  Again, Regal Nissan is steadfast in our opinion that this vehicle damage is an insurance issue. And for record, Regal Nissan is not familiar with One Guard Inspections other than a ****** search detailing that they hire independent contractors per inspection. 

  Customer response

  07/13/2023

  Hi, thank you for acknowledging the inspection report done by One Guard Inspections which is also a BBB accredited business. The inspector, ***********************, an ASE license inspector, and the company One Guard was actually hired by Nissan Corporate to do this inspection report on my vehicle, he did a great job highlighting the most important fact that the tie rod was compromised from my previous accident and it was not replaced by Regal Nissan collision center. So I would have to assume you would agree with their findings?

  

  Business response

  08/09/2023

  Once again, damage to a vehicle falls under the insurer's current insurance coverage. The damage happened several months and several thousand miles after the collision repair date. Regal Nissan is independently owned and operated. Nissan North America will verify. The inspection company that was used is unknown and not recognized by Regal Nissan. As noted before and after research, the inspection company randomly subcontracts to independent appraisers. 

  Customer response

  08/14/2023

  Complaint: 20227834
  
  I am rejecting this response because: 

  New Desired Resolution: Acknowledge and agree with the One Guard inspection report. 

   Regal Nissan Invoice # ****** Customer # ****** My vehicle, *************************** Rogue VIN *****************, was repaired by your shop in November 2021. After this repair was completed I drove the vehicle after some months. Upon parking the vehicle the tie rod snapped on the front passenger's side (same **** as the main impact of the accident). After many months of inspectors reviewing, documenting, and analyzing, it was determined the tie was already compromised prior to this latest damage in December of 2022. The experts determined the tie rod crack was missed in my previous repair, and this is an **** that should have been examined as that is the **** of the accident. This examination and determination was performed by licensed experts; Nissan Corporate, One Guard Inspections, and Courtesy Nissans Technical Expert determining a small crack in the tie rod ultimately directly or indirectly caused this current damage and was missed in the initial repair job inspection by Regal Nissan. This was further determined by the corrosion surrounding the crack in the tie rod which substantiates this kind of failure. These facts completely contradict your findings, regardless of any wheel alignment report. Furthermore, I have provided this proof to ******************, but have had NO response back from him. It appears that ****************** and Regal Nissan do not want to recognize the provided evidence as to why this tie rod cracked and this is the main issue here which will be the essence of my bad faith claim against your dealership. Now, because I am already put in an injured position because this tie-rod/steering rack issue was missed initially, I propose the following to resolve this issue amicably before further action is taken: My vehicle has been repaired by a Nissan Dealership here in the Dallas **** (Courtesy Nissan **********, **), with the invoice which I paid attached. I want Regal Nissan to acknowledge and agree with the One Guard Inspection report.

  Thank You

  
  Sincerely,
  
  Rey Rani  

  

  Business response

  08/15/2023

  As stated per our last message, we can not agree with the inspection because we have no knowledge of the inspector or company outside of a ****** search of their name. Damage to the vehicle falls under the insurer's current insurance coverage. The damage happened several months and several thousand miles after the collision repair date.

  Customer response

  08/17/2023

   
  Complaint: 20227834
  
  I am rejecting this response because: it seems you do not want to believe the factual material in this report. I agree, this report was performed by a 3rd party ASE Certified Inspector so there is no bias opinion and it was done under the supervision of Nissan.  This report was confirmed by Nissan Corporate and Courtesy Nissan Dealership's inspector's confirming the inspection report is valid and that Regal Nissan has missed the repair. 

  Seems to me this is now become a matter of ethics for denying this inspection report.  What credentials do you need to see regarding the inspector for you to acknowledge that this report is valid? 

  Sincerely,
  
  Rey Rani

• Initial Complaint

  05/22/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I got my car in October brand new off the showroom floor. Since I received my car I've had a series of glitches occur within my radio and sensors. The issue started with none of my sensors working at random times for no apparent reason. They gave me a list of reasons as to why this would be happening and I explained that none of those situations applied to my current issue. The second set of issues was that my back windshield leaks wiper fluid at random. They said they pressed on it and it didn't leak so they didn't see anything wrong. Even though there were visible streaks on my window at drop off. I have an issue where my car beeps at me stating that someone is not buckled even though everyone is. The voice assistant will turn on at random and stay on until it decides to turn off. There's no way for me to turn it off when it does this. The last issue I took my car in for was because my radio while driving completely shut down and had a pixelated green glitch across the screen before rebooting twice. The most recent issue that I'm having is that my back sensor will beep very loudly at me even though there is clearly nothing behind me when I am trying to back out. My frustration is that I'm repeatedly told if they can't replicate the situation there's nothing they can do to fix my car. The biggest problem with this is that these things happen at random and most of the time they're very hard to catch on video because I'm driving and I can't have my phone in my hand. At the time of this message my car is currently at **** miles. I've reached out to the nissan consumer department and they said they can't buy the car back or replace it because they don't think it's necessary at this time. My concern is the car will only get worse as I keep driving it and as time goes on because these things aren't stopping they're repeatedly happening just at random over the past couple of months. I mostly have video evidence that it doesn't look like I can submit here.

  

  Business response

  05/31/2022

  The following email was sent to *********************** to the address listed at 4:45pm today (5/31/22)

  Hi ******,
  
  Im reaching out to you in response to a complaint notification we received from the Better Business Bureau of Metro Atlanta today. Will you please provide the year and type of Nissan that you purchased along with the 17 digit vehicle identification number (located on the drivers side where the windshield meets the dash). Once I receive this info, well review your file with our Service Manager.
  
  Thank you in advance,
  
  *********************
  EM,Regal Nissan

  Customer response

  06/02/2022

   
  Complaint: 17241232
  
  I am rejecting this response because: there was no adequate solution provided to the issue I am having with my vehicle in the latest email I received.
  
  Sincerely,
  
  ***********************

  

  Business response

  06/16/2022

  The following communication and direction was emailed directly to the customer on June 2nd, 2022. Both *********************** Managers have been made aware. If the customer's intent is to apply for Lemon Law Protection, she will have to apply directly to Nissan (following all state guidelines). However, the Regal Nissan *************** staff (along with NNA resources) has a sincere desire to correct/repair any issues with a Nissan product. The customer has been given direct contacts of ******************* Managers should the issues happen and can be replicated.

  Thank you for the information. We were able to locate all files associated with the 2021 Nissan Kicks *****************. Records indicate that a customer-initiated repair order was opened on March 3, 2022. In addition to a Multi-Point Safety Inspection being performed and a complimentary wash/vacuum, the following items were also checked using both the experience of Nissan *************** Technicians along with a software system that communicates with the Nissan vehicle to obtain any/all fault codes from any existing issues. Please keep in mind that Regal Nissan is compensated directly from Nissan ***************** for warranty work (warranty work is a revenue paid by Nissan and not the customer). Its always in *********************** best interest, as well as the customer, to find and fix/repair any existing issues. This also includes any warranty campaigns or recalls maybe unknown to the customer. The following notes are from that March 3rd visit
  Check for codes resulting from customer stating, front collision warning lights coming on.  Technician found no codes stored in vehicle associated.
  Customer states seatbelt warning chimes are sounding even when all seatbelts are buckled by passengers. Technician test drove the Kicks with 2 different passengers and there were no warning lights or noise coming from the vehicle. Vehicle was test driven for 10 miles.
  Customer states voice assistance turns on by itself and will not turn off. Technician left vehicle running for 55 minutes and the issue did not replicate.
  Customer states the rear wiper washer sprayer leaks all the time. Technician checked the rear wiper blade and spray. Concluded that the rear wiper and spray are performing at Nissan standards.
  A second customer-initiated repair order was opened on April 7th, 2022. Regal Technicians performed the Multi-Point Inspection along with an oil change and tire rotation. A complimentary automated wash and floor mat vacuum were also performed. Additional notes include
  Customer states AV screen shut off and rebooted twice. Technician could not replicate the reported issue. Further, no codes were stored in the vehicles system reporting the issue. Customer encouraged to try to record the issue if it were to happen again and bring back to Regal Nissan.
  
  Regal Nissan takes great pride in our reputation for excelling in exceptional customer experience. And yes, sometimes there can be frustrations involved. Regals handling of these frustrations is where an exceptional experience is tested. After meeting with our ******* Manager and General Sales Manager, I can assure you that the staff here at Regal has a genuine interest in restoring your confidence in the 2021 Kicks. Unfortunately,though, the issues noted above have to either be actively happening or there has to be a record (code) of the issue that did happen for our technicians to properly repair in accordance with Nissans warranty policy. Should you experience these issues again, please contact one of the following *************** Managers:
  ***********************, ******* Manager ***********************************
  *************************, Asst ******* Manager *************************************
  
  Hopefully, this communication helps a little. Regal Nissan appreciates your business, and we look forward to seeing you in the future.
  

   

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