ComplaintsforKamaaina Nissan, Inc.

• Initial Complaint

  10/09/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  On June 12th 2023 I called the Nissan dealership to have my 2017 Dodge grand Caravan repaired due to an issue it was having with its computer and a connecting harness. Today is October 9. The repairs have still not been completed. I have paid for all of the parts and have been given excuses. Ive been hung up on and generally treated with disrespect the entire time as I try to get back in my vehicle, which I am still paying the loan off on and I have no way to get my 2 very young children anywhere since this started. We have pleaded with the company over and over. We have threaten litigation, and we continue to be passed along down the road where no one is fixing our car, and they are not helping us in anyway, or giving us an option to be able to conduct our lives as they have had our vehicle for about a half of a year at this point. I have been told by several other members of the community that they have any issues with this company as well and I need this resolved. I fear that they will not handle it in any timely matter, and this puts me in a desperate situation, where I do not have a vehicle to move my family around for any purposes. The last communication we have had was sometime after 15 September, when we were told the Computer that we paid for I had not been sent from Dodge because they were on strike. The receipt attached shows that the computer was paid for on September 3 and I believe that the strike with sometime around the 15th. So again, we continue to feel like we are being lied to, and that they are not taking us as a serious priority, which they should because they have disrupted our life for over a half of a year and continued to be rude and this cordial to us, as we politely have asked when we will get our vehicle back.

  Business response

  10/11/2023

  Just for clairyt check the concern states Kamaaina Nissan but all repairs are be handed by our Kamaaina Motors dealership.

   

  ****,

  Thank you for eaching out.   I was able to reach out  to the Service Director in regards to your vehicle.  Looks like the wire harness repairs have been completed, but you are still pending a ****, which is currenlty on order.  Please be aware that the *** strike is making situation more diffuclt.  Although your parts was ordered before the strike, we were still have parts issues and have not fully recoved from COVID.  I put in a request to the parts manager for an update on the **** to get an ETA if possible on the unit.

  I will work with the Service Manager and Parts Manager to resolve the issues.

  Customer response

  10/15/2023

   
  Complaint: 20717032
  
  I am rejecting this response because:

  my vehicle has been in their possession for six months any excuses any talk of the current strike all of that is just chatter in the sense that they shouldve had this done in one to two months in the first place. I will not be happy until I have my vehicle.
  
  Sincerely,
  
  *********************

• Initial Complaint

  08/09/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Bought a brand new 2023 Nissan Sentra S FWD. Sales team were great at first but failed to acknowledge paint defects on the siding of the door. At first glance I thought it was just wax residue... unfortunately it was just bad factory paint quality (Clearly a paint defect). Dealership offered touch up paint but was not same color and this solution would never allow the exterior defects to blend in properly especially for a car that is supposedly brand new!Tried seeking a solution but was told they cannot help me and was told that I need to talk to their lawyer!? very interesting... apparently they rather settle a minor matter in court...? They also assumed that because my spouse made a bad review that it was the reason for not helping me... That's a little offensive and on some levels disrespectful. I also gave them an excellent review on Google!No longer comfortable going to the dealership at this moment. All I wanted was an easy solution or at least a partial refund for the problem to be corrected, or even a reasonable buyback of the vehicle. But received nothing... I would hope that Kamaaina Nissan or the company over them (******************** & Company) would be professional and be somewhat accountable for this type of unnecessary treatment.

  Business response

  09/05/2023

  I was not aware of this BBB case.  I will look into the conern and follow up.  If there is a paint defect then we will need to go though the warranty process to get it review, approved and resolved.  We do not control that part of the process but must follow up with the OEM.

  I will contact the employees that were related to the transactoin.

   

  Thanks.

  Business response

  09/05/2023

  I had the oppertunity to review the history of the vehicle.  The chips of paint on the Door was happend in transport and not a factory defect.  This was disclosed prior to the sale.  Customer accepted the condition of the vehicle with touch up paint at a discount price which was a financial loss for th dealership.   The dealership did make an attempt to resolve the issues when the customer wanted to sell the vehicle, but he request was higher then the selling amount.  Vehicle will have deprecation wear and our records indicidate that a resonable offer was made by the customer to repuchase the vehicle, which was declined as the customer had a better offer for another dealership.  in regareds to the lawyer. A review on ****** was posted that mention that a laywer was needed to be involved with the transcation.   Our employee failed to bring that comment to excutive management for review.  However they are normally advise to not respond once legal words are engaged and that every must be in writting with excutive management.

  Customer however did sell the vehicle to our sister dealership Kamaaina Motors.  transcation took place on 7/31/20223 agreeded upon price was 19.5K and check was picked up on 8/3/223.  

  Customer response

  09/22/2023

   
  Complaint: 20448575
  
  I am rejecting this response because:
  

  This does not excuse the fact that the car was purchased brand new with these defects. I would like a refund on the existing amount that i paid etc.

   

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

• Initial Complaint

  05/17/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  * Purchased Vehicle: 08/01/22 * Purchase Amount for Vehicle plus added 1 year Service Maintenance Plan (Loan Funded by Navy ************************** Holder): $13,867.82 * A car that functions properly within a reasonable expectation for a used car.* The vehicle was driven a total of ***** miles. ** that time, it broke down twice. Both times it was looked at and/or serviced by Kamaaina Nissan. The second diagnostic, the vehicle was deemed "totaled" due to needing an engine replacement among many other issues.* I filed a non conformity claim with BBB, but I was advised that it was closed due to I have to file with the BBB for ****, **.* The claim # is: **********

  Customer response

  05/18/2023

  docs to support complaint?
  
  
  
  
  Better Business Bureau Great West + The Pacific
  ****************************************************************************
  p:
  bbb.org Start With Trust?________________________________________
  From: ********* F.P.
  Sent: Thursday, May 18, 2023 1:24:21 AM
  To: Info
  Cc: ********
  Subject: docs to support complaint?
  
  Hello.
  
  We just submitted a non conformity claim for a vehicle that we feel is a "lemon."
  
  The original claim we filed was closed, according to BBB due to we had to file with our local BBB.
  
  The claim # ref is:
  **********.
  
  So, we filed again - hopefully, this is the one for ****, **.
  
  Please, let ** know how to provide you with supporting documents (i.e. purchase agreement, repair receipts, etc.).
  
  Thank you for considering our request for a fair resolution.
  
  ***************************
  **************
  *********************************
  **************
  
  

  Business response

  05/21/2023

  This vehicle was purchased as-is.  There is no warranty tied to the vehicle.   The maintenance plan that was purchased is not a warranty but covers LOF and tire rotation for 36K miles or 36 months.   The customer drove the vehicle for ***** miles and did not once service the vehicle at KN.  The employee stated that the vehicle was serviced by Lex brodies and the problem occurred shortly after.
  
  Ro  *******: dated 4/4/2023 shows that the vehicle had no oil in the engine at the time of inspection which lead to engine damage.
  Ro *******: Miss fire due to plugged cat which was hollowed out and coils replaced.  Please note that a plugged cat can cause excessive back pressure which can cause internal engine damage.
  
  The dealership accepts no responsibility for this vehicle

   

  Please see attached sales contract which states vehicle was sold as-is

  Customer response

  05/22/2023

   
  Complaint: 20073188
  
  I am rejecting this response because:

  Please, see timeline below. Also, the documents listed below are not all attached, because the BBB platform only allows up to 5 supporting documents; however, I would like to submit all of the documents to the BBB, if possible.

  * Purchase Info:
  08/01/22
  $13,868.82
  Includes ******************* Plan
  Miles 92,592
  Used Vehicle "as is" - defined on contract.
  *** But our stipulation is that a used vehicle needs to conform to reasonable expected function for a used vehicle.
  
  * At approx ***** miles I contacted Kamaaina Nissan to schedule an oil change. After some back and forth, Kamaaina Nissan did not have immediate availabilities to schedule an oil change.
  
  * 3/9/23
  Miles ****** - oil change
  Schedule oil change with ********************************, since Kamaaina Nissan not being able to honor ******************* Plan; miles driven at this point, since purchase, is:  ***** miles. 
  There is mention of a small oil leak that was deemed not concerning, so no service/repair needed/made.
  
  * 3/14/23
  Miles 95,909
  Car broke down. Was towed by AAA to Kamaaina Nissan for service.
  Service performed. No mention of oil issues.
  *************: $1,055.19
  
  * 4/4/23 (& 4/13/23 quote)
  Miles 96,831
  At this point, car driven approx ***** miles since purchase.
  Car broke down again.  Towed by AAA to Kamaaima Nissan. There is mention again of small oil leak, but no major oil leak. 
  Vehicle deamed "totaled" by Kamaaina Nissan. (4/13/23)
  Car was at Kamaaina Nissan during these consecutive dates, because it was note drivable.
  
  5/6/23
  Second opinion fr Lex Brodies also deemed car "totaled."
  
  5/17/23
  Had AAA tow vehicle fr *********** to home. Vehicle currently at home now. Inoperable.
  
  Documents Uploaded:
  
  1. Purchase Contract
  2. Receipt for Navy ****************** Check Payment
  3. Buyer's Guide
  4. Carfax Vehicke History Report
  5. Kamaaina Nissan ******************* Plan
  6. Lex Brodies ************* Change Report
  7. Kamaaina Nissan Repairs Report
  8. Kamaaina Nissan Diagnosis Reports
  9. *********** (second opinion) Diagnosis Report

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

  Customer response

  05/24/2023

  Please, see attached documents for our case:
  
  1. Purchase Contract
  2. Receipt for Navy ******************** Check Payment
  3. Buyer's Guide
  4. Carfax Vehicle History Report
  5. Kamaaina Nissan ******************* Plan
  6. Lex Brodies ************* Change Report
  7. Kamaaina Nissan Repairs Report
  8a & 8b. Kamaaina Nissan Diagnosis Reports
  9. *********** (second opinion) Diagnosis Report

• Initial Complaint

  12/28/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Kona Nissan hasn't responded in a timely manner as a solution to repairing my transmission. I've had one replaced and considered 'faulty and dysfunctional.' They've offered to assist, but not help repair the entire issue. It's been 8 months of frustration and stress. As a recourse, Id like to have you, Kona Nissan provide me with the following:1.) REIMBURSEMENT ? 7 MONTHS OF VAN PAYMENTS @ $535/months totaling : $3745.00? My Repair Fees: $2663.25 2.) PROVIDE ME WITH A LOANER VEHICLE AT NO CHARGE for the time it will take to complete the repair to my car.3.) REPLACE my 2013 Nissan Quest Minivan with a comparable or better vehicle.

  Business response

  01/24/2023

  Customer had vehicle DG and repair with Trans Tech.  They replaced transmission provided by our Nissan parts department.  Customer/ shop states that trans is faulty.     vehicle currently in our shop DG as a cyl 2 miss fires.  Need to resolve concern and recheck operation of vehicle.   

   

  ****** spoke to customer on 1/24/2023

*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. ↩