ComplaintsforEdwards Nissan of Council Bluffs

• Initial Complaint

  04/19/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased my vehicle a few months ago. Per agreement I have 7 days to return the vehicle. I text them (before the 7 days) and told them I wanted to return the car because I was not happy, and the car makes noise on the interstate (I am on the interstate a lot for work and my kids traveling sports). They reposed back, we will get it fixed and bring it the manager already knew about that and the part is on order (never told me this, was they just going to call me out of the blew and say this when the part came in?) Long story short, I brough in the car to fix the problem, when I received the car back it was super glued, dented and taped together, looked way worse than before (haven't even made a car payment yet at this time). I messaged them and told them this was unacceptable, in addition, they damaged my car putting a black scratch and dent in it, I told them they needed to fix it, which they finally end up doing after I told them I wanted the photos of the proof I brought it in that way, they fixed and still left the dent in it, so I had to bring it back again. Also, the pillar on the window fell off on the interstate. I took the car back to get it fixed again because they did not fix the noise and they made my car look like complete ***. So, they then had the window guy work on it, he did a better job the noise went away for a week but came back again. Now they are refusing to answer my emails/calls. If I just returned the car like I wanted to in the first place, I wouldn't be in this stressful situation. They are very ********* and need to be shut down. Also to note, the sales manager that stated "Oh, no do not return it, we will fix it, that part is on order," he then stated he was done working with me/my vehicle but yet will not take the car back. How is this even ok to get away with? I have several documents texts messages/photos/video of a random guy saying my car looks like **** after they worked on it. but I am on my work computer,

  Business response

  04/21/2023

  This issue will be forwarded to the General Manager of Edwards Nissan.

  Customer response

  04/21/2023

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

  Business response

  05/12/2023

  We had the customer bring the vehicle and provided the customer with a loaner car. Chuck ******, the Genral Manager, along with Scott *********, the Service Manager, went for a road test with the customer. They both heard the noise. The customer left the vehicle and our shop started taping off areas around the windshield until the noise stopped. We then found that the driver's side A pillar trim on the outside of the vehicle was fluttering at speeds of 70mph or more. We then ordered and replaced the A pillar trim and drivers' side upper windshield trim. Test drove the vehicle for the past couple of days and was unable to recreate the noise again. Going to test drive the vehicle with the customer for quality control. We also put $***** of gas in vehicle and cleaned up the vehicle for the customer.

• Initial Complaint

  06/24/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I took my car to Edwards *** on 6/2/22 (Friday) due to my air conditioner not working and some recalls. They texted me to tell me my car was ready but they need to order another part. I called to be sure my car was ready. When I got there they told me they were just pulling it in to get washed. I waited for a half hour then asked about it. My keys had been there the whole time but they never told me it was ready. I paid for the services from that day, the part, and the work they would be doing at a later time when the part came in. They recharged my air conditioning (which I didn't agree to) and said it might work for 2 days and my part would be in on Monday and they'd call me. On 6/22 (20 days later with still no call) I received an email and saw an email saying they were sending my part back in a few days if I didn't call and schedule (they had said they were going to call me). I called at about 11:30 and talked to the manager. He immediately said, "Oh, they didn't call you, did they?". I also mentioned that my air conditioning was still working even though they said it would maybe last 2 days. I told the manager I didn't want their services anymore/wanted my money back because I do not trust them with my car due to them misdiagnosing my issue, performing work without permission, and charging me for materials they didn't tell me came in. The manager said he was going to figure out what happened and call me back. At about 3:30 I called back and left a message since I hadn't heard back and mentioned submitting a complaint to BBB if I didn't hear back. The manager called back at 4:15 and said he would still have to charge me for all the diagnostic testing, work they did on the 6/22 and a restocking fee for a part they never told me came in. He said he still needs to talk to the mechanic to make sure he knows exactly what they did, even though it is all stated on the invoice we went over together during that phone call. He said he would call me back but still hasn't.

  Business response

  07/20/2022

  Consumer Response /* (2000, 10, 2022/07/13) */ They finally gave me my money back after I threatened to call the attorney general and **********.

• Initial Complaint

  12/06/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 4/24/2021 my wife and I purchased a 2021 Nissan ******. We opted in for an add on protective coating that cost well over $****. The dealership was supposed to set up an appointment to have the coating applied. After waiting approximately 2 months with no answer we set up a service appointment in July. When we arrived the service writer said they had no record of the plan. They said we would be contacted when they found our paperwork. We are yet to hear from the dealership despite the fact we are paying interest on a service they have yet to provide nearly 8 months after the purchase.

  Business response

  12/07/2021

  Business Response /* (1000, 5, 2021/12/07) */ This issue has been forwarded to the General Manager of Edwards Nissan. Business Response /* (1000, 12, 2021/12/30) */ The Service Manager and The General Manager were able to reach Mr. ******* and schedule a time with the service department to get his protective coating applied.

• Initial Complaint

  09/04/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On June 2019 I bought a vehicle at Edward's *** in Council Bluffs, IA. Vehicle Type: *********** 2016. On August 2021 the car start flashing the oil sensor this was on a Saturday. I drove my car that Sunday and the car broke down the same day. My was towed to my house. I spoke with a friend and he told me that the car model had a recall, that if I knew about it. Monday I called Edward's *** to let them know that my car suddenly broke down and if a recall was issued. An employee told me that a recall existed and to take my car to the ********** on ********************. The employee told me if I had a recall paperwork that was needed to check the car. I told him that I never received any recall paperwork mailed to me since I purchased the car. Next day "miraculous" the recall was mailed to me. I went to Edward's *** dealer, where I originally bought the car and took the recall paperwork mailed to me. As today none wants to be responsible of fixing my car.

  Business response

  09/30/2021

  Business Response /* (1000, 5, 2021/09/07) */ This issue has been forwarded to the General Manager of Edwards Nissan ***.

• Initial Complaint

  05/20/2021

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  April 8, 2021, turned over copy of extended service contract $****, and copy of gap coverage $*** to Edwards on a Nissan ***** that I traded in for another car, they told me I would get a refund in 4-6 weeks, did not happen, I called them , they will not talk to me or return my calls? The ***** was purchase at Edwards (10-12-2019) brand new , when I traded it off it had 15,111 miles. Since I gave them my copies of the contracts I never made copies of these documents.So I cannot prove that they exist.

  Business response

  06/28/2021

  Business Response /* (1000, 5, 2021/05/21) */ This issue has been forwarded to the General Manager of Edwards Nissan. Consumer Response /* (3000, 7, 2021/05/21) */ (The consumer indicated he/she DID NOT accept the response from the business.) they have not done anything ? I would like a response to my complaint. I am requesting the business to please contact me to get my refund. Business Response /* (4000, 12, 2021/06/04) */ This issue will be forwarded to the General Manager of Edwards Nissan. Consumer Response /* (4200, 14, 2021/06/07) */ (The consumer indicated he/she DID NOT accept the response from the business.) this issue was not addressed, they have not contacted me. This was the same thing they did before, no one has done anything to resolve this issue. it has been over 2 weeks since I filed this complaint! Business Response /* (4000, 22, 2021/06/23) */ The issue has been resolved and a cancellation was given. A check was issued on 6/9/2021. Consumer Response /* (2000, 24, 2021/06/24) */ (The consumer indicated he/she ACCEPTED the response from the business.) the company refunded the money on cancelled contracts, that is what I wanted, thank you.

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