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:06/01/2025

  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 assured vehicle was safe and would pass inspection and was road ready went for a test drive and the vehicle shuttered and immediately shut down was having massive issues. Then requested the pre-inspection report. Pre-inspection report shows leaking differential fluid under brakes, making them unsafe. Company is refused to answer any of my calls. 

  

  Business Response

  Date: 06/02/2025

  To Whom It May Concern,
  
  
  Unfortunately we had a clerical error that occurred during the processing of a vehicle. Due to this mistake, the vehicle was incorrectly listed on our main site as a used vehicle.
  
  
  Upon realizing the error and that the vehicle was listed as used,  we explained that this was not a vehicle they should consider purchasing and subsequently sent it to a wholesale auction, where it was sold in its current condition. To clarify, we did not sell the vehicle to the customer and explicitly advised against its purchase.

  Customer Answer

  Date: 06/02/2025

   
  Complaint: 23403451
  
  I am rejecting this response because:
  This is a complete fabrication and lie they attempted to sell the vehicle to me multiple times and still had it listen on the website. 3 different people tried to sell me the vehicle and I uploaded multiple emails showing they did. Im also currently contacting the attorney general and other parties regarding this 
  Sincerely,
  
  ******* *********

  

  Business Response

  Date: 06/03/2025

  To whom it may concern,

  Once again, the vehicle was listed for sale due to a clerical error. We did not sell the client the vehicle and took the vehicle to the wholesale auction once we realized the mistake we made. If you have any questions or concerns, please don't hesitate to reach out. 

  Customer Answer

  Date: 06/04/2025

   
  Complaint: 23403451
  
  I am rejecting this response because:
  
  Sincerely,
  
  ******* *********

  this is absolutely not true I asked for all legal documentation and they had the vehicle still listed for sale even after they ignored me. They refused to repair safety violations after I informed them. They had the vehicle listed for sale even after they were informed by me. To be clear, they had the vehicle listed after they failed their own inspection and said that they had passed the inspection. They rejected state safety standards and its all documented. I can upload more emails I have from them denying any violations even after their own mechanics indicated all the information and passed the vehicle 

• Initial Complaint

  Date:07/23/2024

  Type:Billing 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 am not liable for this debt with Berman Nissan of Chicago, I do not have a contract with Berman Nissan of Chicago. They did not provide me with the original contract as i requested.

  

  Business Response

  Date: 07/23/2024

  Dear Sir/*****, I hope this email finds you well. Upon reviewing our records, it appears that we have no data indicating that ************************* has visited our location or submitted a lead online. If you have any questions or require further information, please do not hesitate to contact us at ************. Thank you for your attention to this matter. Warm regards,

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

  
  

  Customer Answer

  Date: 07/23/2024

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

• Initial Complaint

  Date:07/01/2024

  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.

  I took my car in to Berman for repairs. The reason is because my vehicle was "chugging" and the service engine light was on. They told me they could not duplicate the problem I was having but was told the gas cap needed to be changed after they performed a check. After a couple days past I was told my car was ready. When I drove my car home that day it seemed to be ok, but a few hours later it began to "chug" again and it lost power briefly and the service engine light came back on. I was able to make it home. The next morning I go to open my car with the key fob and it wouldn't open. I changed the battery in the key fob and still the door wouldn't open. I called Berman and asked about a new key fob. They wanted me to bring it in to purchase a new key fob and have it programmed. How can I and I'm locked out? So I called a locksmith for key fob and program it in front of my residence. Long story short it wasn't the key fob, I needed a jump. Why when I just got my car from Berman the day before? After paying $65 for the jump I called Berman and told them the issue wasn't resolved and I need to bring my car back in. I asked if they could pick my car up with a tow for free and was told no. Reluctantly I drove my car to them. Now it's something different with my car. A new code they couldn't fix. So they called in an expert to help resolve it. They had my car almost a week. They did provide me with a loaner. After picking my car up the 2nd time. It drove fine on the way home. Then hours later after getting back in to run some errands my car started to "*****" again driving forward and even when I turn it would "*****" . It stalled out all the interior lights started to flash and the check engine light came back on. I pulled over and the car shut down. It's not my battery. I had it less than a year and Berman checked it and reported it's fine. I picked up my car on 6/27. Now after not driving my car since 6/28 I can not get anyone to answer/return any of my calls

  

  Business Response

  Date: 07/01/2024

  Hi,

  I have looked up your name and phone number and can't find you in the system. Please email me at your earliest inconvenience so we can resolve this matter. *********************************  

  Customer Answer

  Date: 07/03/2024

   
  Complaint: 21925132
  
  I am rejecting this response because:
  
  Sincerely,
  
  ****************************;

  Berman said they can't find me in their system and needed information to look me up

  ****************************;

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

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

  

  Business Response

  Date: 07/03/2024

  Hi,

  You have a Nissan and were serviced at our sister store, Nissan of Chicago. I am terribly sorry your vehicle has started exhibiting chugging issues again after being fixed. Please bring the vehicle back at your earliest convenience so we can see what's going on while you're driving. We can have a rental vehicle set aside if you would like. To schedule, please email ********************************* to schedule an appointment.  

  Customer Answer

  Date: 07/04/2024

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

• Initial Complaint

  Date:05/15/2024

  Type:Product 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.

  In September of 2023, I purchased a 2017 ***** Trax from Berman Nissanof Chicago. The down payment was $1200 and I paid $340 for insurance in order to take the car off the lot. Ten minutes after my purchase, there was smoke coming from my tires and my vehicle skidded to the side of the expressway. My check engine light immediately came on and I couldnt not move the vehicle. I sat on the side of the expressway for four hours until Berman Nissan sent out a tow truck to retrieve me. I was given a rental until they were able to fix the problem. A month later, I was told that the issue was resolved. I returned the rental and attempted to drive my 2017 ***** Trax home. Ten minutes into my drive, the vehicle exhibited the same issues, except I was able to drive the vehicle back to the car lot as long as I drove under 15 mph. The check engine light came on once again. After returning the vehicle, I was given a rental so that they could attempt to fix the issue. For several months, I drove the rental. In January of 2024, I was told that my ***** was fixed. Ten minutes into my drive, the check engine light came on and the vehicle was slowing down on its own if I drove over 50 mph. I returned the vehicle and was given a rental. At this point, it was clear that the vehicle was a lemon. I have text messages and voicemails of different employees admitting that the vehicle was a lemon and that they would have to find me a new vehicle. I was never given a new vehicle and I have never taken the ***** Trax home. I am still being charged as if I possess the vehicle. I have opened an investigation with Santander Consumer (car loan company) and they are working to resolve the issue. Berman Nissan refuses to issue my refund and they have cut all communication with me. This is affecting my credit. Berman Nissan refuses to refund me even though they have always been in possession of the vehicle and they have admitted that it was an issue on their end.

  

  Business Response

  Date: 05/15/2024

  To Whom It Might Concern:
  We understand that the vehicle ******************* has purchased had some issues after she took delivery. We brought the vehicle back to the dealership, provided the customer with the loaner (free of charge) and fixed the vehicle. She brought the loaner back and took her car back. 
  For the time that the vehicle was in our shop we made sure the customer had a different car and her daily life was not impacted. We didn't charge the customer for any additional repairs so therefore there is no money that we can issue back. As for the down payment that was part of the sales agreement and it was required to get the loan approved with the bank.
  Any questions please don't hesitate to contact me. 

  
  *************************
  General Manager
  Berman Nissan/Infiniti Of Chicago
  Star Nissan/Infiniti of Niles
  ********************************
  Chicago, IL 60618
  ************

  Customer Answer

  Date: 05/15/2024

   
  Complaint: 21716474
  
  I am rejecting this response because: 

  The vehicle was never fixed, nor did I take the car. The car is in the possession of Berman Nissan and always has been. I was contacted to return the rental and was offered another rental, but I declined to take another rental. I was also told someone from sales would reach out to me regarding the status of the vehicle, but I was never contacted. When I reached out, someone argued with me for ten minutes and then told me that they would contact me at another time to resolve the issue and deem the car a lemon. After attempting to retrieve the car on three different occasions over a four-month time span, the check engine light was still coming on and the vehicle was never completely fixed. The vehicle is still at their location--I am not sure why they are falsifying information and reporting that I took the vehicle.
  
  Sincerely,
  
  Le *****************************

  

  Business Response

  Date: 05/25/2024

  To Whom It Might Be Concern:

  We don't have this vehicle in our possession. Repair order has been closed.

  Customer Answer

  Date: 05/28/2024

   
  Complaint: 21716474
  
  I am rejecting this response because: The vehicle was never in my possession. There is no paperwork showing that it was ever in my possession. If there are cameras around your facility, they will show that no one in your office has ever given me the vehicle since the rental car was picked up by one of your employees months ago. I have messages from people in your office explaining that they would have to give me another rental from your establishment since they could not fix the issue with the 2017 ***** Trax. I have no idea where the vehicle is located, but if it was fixed, why hasn't anyone from your office instructed me to pick it up? If the repair order was closed, why wasn't I notified? Why did someone from sales call and explain that they would be looking into offering me a new vehicle? I also have proof of that. You all sold me a lemon and you are unwilling to do an unwind so that it can be removed from my credit. Thank goodness I immediately returned the faulty vehicle on the day of purchase. I have proof that the vehicle was never repaired each time you attempted to return it to me. It would appear that I would need legal help in this case since you are saying you no longer have possession of the vehicle. That would mean that you all gave the vehicle to someone who is not affiliated with me. 
  
  Sincerely,
  
  Le *****************************

  

  Business Response

  Date: 05/28/2024

  Hi,

  We fixed the vehicle and called the customer to let them know their vehicle was ready for pickup. Unfortunately, the customer failed to make payments on their vehicle resulting in the bank repossessing the vehicle. We fixed the vehicle, the customer failed to make their agreed payments and the bank took the vehicle off of our lot. The customer was made aware of the vehicles completed status.  

• Initial Complaint

  Date:03/21/2024

  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 brought my car in August thinking it's gas or fuel problem i was told later that day it was a trans problem with no codes indication, I trusted that this was an inside (merchant or dealers) diagnosis and plan to have the new trans installed in November trusting it was a fuel issue because the car kept doing this. I brought the car in ***** Nov. 16 the repair guy don't work on Sat. he started Mon 20th, on my car my car was picked up that afternoon @ around 4:30 of the 20th, I paid the balance to release my car of *******, the next evening after paying, my car was doing the same exact thing for which I had brought it in for. I contacted my sale advisor to make him aware on 11/17,21 we set up a date of 12/5. I came in car wouldn't respond he suggest come back with no snow, I called left message for 1/10, 11 I finally went in 1/31, I called several times 2/1-8 no answer finally went in on 2/12 for answer sales advisor state that he would get back with me, I call him back with questions on 3/7 he did contact back on 3/9 with no answer. I Trusted this merchant with the no coded diagnosis and allowed to repair it, all I ask is for them to give me a proof of new installation with old serial numbers vs new serial no. because the 7th doc that I sent for 1/31/2024 from Berman shows that the "trans" that was suppose to be installed is coding (P0868), I don't who or what to trust at this point I need my car fixed.

  

  Business Response

  Date: 04/05/2024

  To whom it may concern,

  We replaced the *** transmission assembly on Cynthias vehicle per Nissan North Americas guidelines given the stored data in the vehicle engine control module. Her vehicle was outside of powertrain coverage and we lobbied to have Nissan ************* cover 70% of the cost to repair the vehicle. ******* picked up her vehicle, contested the charge with her credit card company, and would not respond to the directors phone call. ******* claimed her vehicle was acting up again and thats why she contested the charge. Nissan ************* requires transmission cores to be returned to the company. We tried to set multiple appointments to have her come in and view the footage of us replacing her transmission and give us a chance to show her the new serial number on the installed unit to no avail. Her appointments are mostly a no call no show. The times she does come in, the vehicle doesnt exhibit any performance issues. We are more than willing to have ******* come in and go on a road test with the service technician, the service manager, and the service director. We are requesting that ******* calls *******, ******, or **** to set up an appointment for her vehicle so we can get to the bottom of her concerns.

  Customer Answer

  Date: 04/12/2024

   
  Complaint: 21466748
  
  I am rejecting this response because:
  To whom it may concern I reject the response of the Merchant;  These responses is not true, yes every time I placed a dispute with my credit care company 4 times because of the incomplete service, The Merchant gave false allegations 4 times stating that I said that my vehicle was working fine and that multiple appointments was set for me and I cancelled, No this never happened  however I did come in to watch a (video) on 2/12/2024 and  ask for a call back with the new serial number and to talk about it, did not here from anyone so on 3/8 I reached back out and was told by **** that I would not be able to see a copy of the new serial number until they was paid, there dispute with my credit card company was a violation with the ****** 815ILCS 306/et which prohibits Automotive Dealers and repairs facilities to treat consumers this way. On 1/31/2014 the image from Berman Nissan shows that the transmission reading was (PO868) this shows clearly there's something wrong with it and to fight me and my credit card company is horrible. My vehicle is at the dealer now. I want just want my vehicle repaired and apology, for what they put me through.
  Sincerely,
  
  ******* ******

  

  Business Response

  Date: 04/23/2024

  To whom it may concern,

  We have obtained authorization from Nissan ************** power train call center to replace the cvt assembly in *******'s vehicle. The original cvt assembly we replaced was faulty from the factory. This service is being performed at no charge to the customer as warranty based on her prior repair order. Once the assembly is replaced, we will perform our quality control checks and return the customers vehicle. 

  Customer Answer

  Date: 04/30/2024

   
  Complaint: 21466748
  
  I am rejecting this response because:
  To whom it may concern I am still waiting for repairs on my vehicle. I have not received it as of yet.
  Sincerely,
  
  ******* ******

  

  Business Response

  Date: 04/30/2024

  Hi,

  Not sure why this was even opened? ****** texted you today, April 30th letting you know your vehicle is ready for pickup. You responded back letting ****** know you were picking your vehicle up tomorrow, May 1st.

• Initial Complaint

  Date:10/25/2023

  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 Oct/23/23 I purchased a 2022 Nissan Rouge and signed my contract at or about 4 pm-6 pm. Upon arriving home I showed the car to my children. upon opening my engine hood, the hood shifted. At that point, I realized this vehicle had a damaged front end. That following morning, less than 17 hours after my purchase, I called Berman Nissan and spoke with a general manager, *********************** I explained my issue to ************** and was told to bring my car in. ************** inspected the car, he agreed that the vehicle had front end damaged and was in some kind of accident. At this time I told ************** that I no longer wanted this vehicle and that I felt the car was not safe to drive and wanted my deposit of $11,000 cash plus my trade-in car refunded. I was told by ************** to come back on Wednesday and that he would refund my money and return my car. upon arriving at the dealership, ************** told me my car was no longer available and tried upselling me a new $40,000 dollar car. Berman Had no right to sell my car and then sell me a vehicle that is not safe to drive. I want my money returned plus my vehicle

  

  Business Response

  Date: 10/27/2023

  To Whom It May ******************************* bought the vehicle from ** on Monday 10/23/2023. He came back the following day complaining that the car has damage. At that point we gave him an option to let us fix whatever he's not satisfied with or pick a different vehicle and we will honor our "Berman Perfect Car Promise" that states if for any reason you're not satisfied with the vehicle you purchased we will exchange it for anything else you pick out of stock with the same or grater value. This was all communicated with **************** when he visited us on Tuesday 10/24/2023. He said he is going to think about it. Came back on 10/25/2023 and called the police stating we stole his vehicle that he traded in with us. We still have these options for ***************, and we will honor them.

  Unfortunately, the trade in is paid off already. Taxes on the vehicle he purchased has been paid, plates are issued, and contract is at the bank. Returning the vehicle is simply not an option. 

  Please see correspondence with us and *************** in the attachment.

  Customer Answer

  Date: 10/27/2023

   
  Complaint: 20783125
  
  I am rejecting this response because:
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:08/09/2023

  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 went in to Nissan for an oil change on Saturday Aug 5th 2023 for my 2018 Sentra, and they asked if i wanted to trade in my car. i was open to options since im 8 months pregnant and was looking for more space. They only showed me one car and did a test drive for about 2 mins. During the signing of the papers, nothing was said to me about the charges on there. Did not explain the ***** for service add ones, it was not once explained. ******** just said sign here and hereI kept asking questions and it was not explained. ************* was added without my consent. I ended up with a 2023 Kicks. I felt like i was taking advantage of for being pregnant and was by myself. they kept mentioning my baby and how it would be convenient. not once did i mention my pregnancy. After just a day of having the car, the trims on the side of the door were sticking out, the monitor was not working correctly and would not turn on, the apple play was not working. I expected much more for a 2023 car. I went in on Tuesday Aug 8, 2023 to try and return the car and get my old sentra back. after having my car for 5 years, it has never given me a problem, a new car gave me problems after 1 day of having it. The finance *************************** said returning the car was not an option. They could have service fix the issues, but its more than that. this should not have happened with a new car. It was have been fixed from the gecko. She lied and said they work 24/7 even on sundays so tuesday was too late. i know i have 3 days and tuesday was my third day. she said the bank had paid off my sentra and i still had the loan from my Sentra so nothing had been finalized. I do not like this car and want my sentra back. I sent her an e-mail and no response. My partner called and she just gave him attitude and was ride to him. The sentra is under my moms name and she said they would only have to get a new title for the car. they cant something that doesnt belong to them. i can pay the difference.

  

  Business Response

  Date: 08/09/2023

  Tell usTo Whom It Might Concern:
  *************** was shown the vehicle that she liked the day of the purchase. She never expressed interest in anything else. 
  When it comes to Service Contract and ************* they were explained the day off and the following business day. If the customer doesn't want the products they can be canceled at any time. 
  Vehicle is under full factory warranty and if there is any issues with it we even offered to come to her house and pick it up and have our service department check it out since ************** is expecting we don't want to inconvenience her. We would drop off a loaner vehicle for her.
  If *************** is not happy with the purchase we do have the Berman Perfect Car Promise which she was offered that as well today. Please see the link bellow
  30-Day Perfect Car Promise | Berman Nissan of Chicago (nissanchicago.com)
  
  
  As for the trade that is under ***************** mom's name. We did get the verbal confirmation from mom and *************** has signed all the legal documents.
   Returning the car that's already registered and loan is processed is just not an option, but we are definitely willing to work with *************** and get her the vehicle she wants.  why here...

  Customer Answer

  Date: 08/10/2023

   
  Complaint: 20444724
  
  I am rejecting this response because this is incorrect. There was no options to choose from. The sales person only showed me one car. I had no options. So how am I supposed to choose from multiple cars if I get no options at all? I actually did tell the sales manager my interests, which was that I wanted a sports car. I didn't get to see or test drive anything else. Not once did anyone offer to come to my house and pick up the vehicle. This is the first time im heading about this. When I went in to return the car on Tuesday, all the finance manager said it was no option. She lied about Sunday being a working day and that it was too late. There is a law that state I have 3 days to return a car. Not only that, but you cant make any sales on Sunday, the banks are closed. I also stated that I was not told about the ***** service fee, nothing was explained to me. All they said was sign here just press there and continue to the next page Youre ******* me to sign and not take my time to read, ask questions and see what im being charged. This business does not care about their customers, only the money and this proves it. I have been making all the payments on time for the past 5 years and this is how im getting treated? please explain to me how thats fair. Again, not once did you get verbal consent from me nor my mom about the sentra. I said well this isnt on my name so ill have to ask my mom they continued with the trade-in. Not once did they get verbal concern from my mom. If they did, I want to see incoming/outgoing calls from her number. She has not step foot inside Nissan. They gave me papers for her to sign, which is the title of the car. So if you had verbal consent, why the need for the papers to get signed? She has not signed them. All they said was we can just get a new title so all youre saying it hearsay. The only reason you dont have to give me back my sentra is because its already on sale for $14,249, but i thought my car was worth *****? because that was my trade-in. I maintained it well, I put everything on that car. This is you scamming me. That 30-promise is just for you to get more money from me. The general manager **** even called and said we can get you a more expensive car If you dont want to inconvenience me because im expecting, thats exactly what youre doing. My lawyer has been calling and Nissan has been ignoring him. He was left a message and they dont answer. I called from a different number and they answered. Nissan gave the loan, it hasnt gone through because i see what i owe to PNC. Nothing has been finalized. I want my sentra back. Dont lie to customers, scam them from their vehicle and dont sell defective cars. This is hard earned money and this business doesnt seem to care. 
  
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 08/14/2023

  Ms. ******,
  there are plenty of options to choose from if you're not happy and satisfied with the performance of the vehicle you purchased. You stated that the car is too small and that is the reason you were offered a bigger vehicle. As long as you're Ok with the higher payment and the bank approves you there should be no problem. As for the three days return policy no such thing exists in the state of ********. We are still willing to come pick up your vehicle for service if you think that something is wrong with it. 
  When it comes to a service contract as previously stated if you don't want it, we can cancel it at any time. Your trade in vehicle 2018 Sentra with 60K miles we gave you $9000 for it. That vehicle is online right now for $13,481. Every time we get the car in inventory there is a cost associated with it. We have to service the vehicle, fix any imperfections, detail it etc. What the selling price will be depends on the market conditions, how long will take us to move the vehicle etc.
   As for your attorney contacting Nissan you can absolutely have your attorney send us all the necessary documents that he thinks we're at fault for and we will forward it to our legal team. 

   

  Thank you 

  Customer Answer

  Date: 08/14/2023

   
  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. My name is ***************************. The issue with Berman nissan has been resolved and I would like to remove the complaint against them. 
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:06/13/2023

  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 went to the dealership to purchase a car on 6/11/2023. I found two that I was interested in. One quoted at $16,500 and the other at $19,500. I indicated that I had my own financing in place at 3.9% and told the dealer that I would be happy to finance with them if they could beat that. They couldn't and told me they would provide a bill of sale for my finance company to process my loan for the car.When they sent me and my credit union the bill of sale on 6/12/2023, the list price for the car I was interested in had increased to $19,093. I called them out on this and they said it had to do with dealership fees and other fees. However, what is listed on their website lists the actual list price for the car at $16,499, so even if they did want to include additional dealership fees, that would not increase the base price of the car. I also mentioned that the actual salesperson I worked with (*******) told me the selling price for the car was $16,500. I sent screenshots of what's on their website and they said they'd call if I wanted to discuss further, and I requested a call.When they called the next day (12/13/2023) (*******************************) they told me that the price increase was due to fees but unfortunately the car had been sold the evening prior. I checked their website and the car I was interested in was still listed as well as a comparable car (same make and model, but $400 more). I'm pretty sure that they tried to add the additional fees to the car that I wished to purchase because I wasn't going to finance with them and they wanted to recoup some of that money. However, what they did was so unethical and unfair.

  

  Business Response

  Date: 06/13/2023

  To Whom It May ***************** do honor all of our posted online prices but unfortunately 2019 Nissan Sentra did sell on Monday 06/12/2023 around 3:30pm. Due to inventory shortage, we don't take deposits on in stock units and never did on pre-owned vehicles it's our company policy.  2021 Nissan Kicks is still available, and we are absolutely willing to sell it ************************** if she's still interested. We have tried getting a hold of the customer since we have 4 locations, I'm sure we can find her a vehicle that will fit her budget and that she will like. 

  Customer Answer

  Date: 06/15/2023

   
  Complaint: 20181528
  
  I am rejecting this response because:

  First, thank you for the swift response.

  Second, my issue is not the inventory that is available to me. My issue is that the base price for the car I was interested in increased by $2,593 (I said $3k before, but misspoke) once Nissan was sure I wasn't going to finance with them. When I originally met with the sales **** ********* I told him that my credit union could offer me ****% for financing. He worked with the business office and showed me a paper quote for what it would cost if I financed with Nissan. The quote offered ****% financing, included my down-payment then included estimates for dealer fees and other taxes and fees that would be added after the base price of the car. That quote (which I don't have a copy of) still listed the base price of the car for $16,500 (or $16,499- I can't remember which). 

  The quote I was sent by ****** on Monday listed the base price for the same car as $19,093, then added dealer fees and other taxes and fees on top of that. The only difference between the quotes I received on Sunday (when I met with ********) and Monday (when ****** emailed me) was that by Monday Nissan was sure I wasn't going to finance with them. I'm aware that Nissan has other cars that fit my budget. However I have a huge problem with the price of the vehicle changing based on where I chose to finance. 

  Finally, even if the car I was interested did sell that same Monday around 3:30pm, had ****** sent me a fair quote that morning, I may have been able to get my loan processed in time to return and purchase the vehicle I wanted. 

  Cheers,
  
  ************************************

  

  Business Response

  Date: 06/19/2023

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

  I'm really sorry that the 2019 Sentra sold before you were able to get the financing. However we just bought very similar car that should be arriving any day now. Please let me know if you would like us to call you once it gets to the store. I'm attaching the link for the vehicle so you can check it out.

  Pre-Owned 2019 Nissan Sentra SV 4D Sedan for sale in Chicago #P12888 | Berman Nissan of Chicago (nissanchicago.com)

  Customer Answer

  Date: 06/27/2023

   
  Complaint: 20181528
  
  I am rejecting this response because after my experience, I would not like to purchase a vehicle from you. I would like you to stop the practice of raising prices when a consumer chooses not to finance with you. 

  I ended up purchasing the vehicle I wanted from a different dealer. They were up front when I test drove the vehicle that their dealership policy was that all cars had to be financed through them. I didn't like the policy, but I appreciated the honesty. Just be honest. To add extra cost to the vehicle because of my financing choice was dishonest and underhanded. 

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

• Initial Complaint

  Date:06/10/2023

  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.

  My daughter purchased her first car from Berman Nissan on May 5, 2023. She needed a used car to leave ** on May 29 and get to CA in time to start her residency. The salesman told her that the 2014 ****** had passed Bermans safety check and that it would be safe for her to drive. Three days later, she paid $300 to Berman ****** to replace a cracked/worn accessory drive belt. Three weeks later, she drove 150 miles home, complaining to me upon arrival that the car didnt feel right. On May 31, we learned that the car was NOT safe to drive. The repairs needed included replacement of 1) both AC compressor O-rings, 2) both rear wheel/bearing axle nuts, 3) the bent front passenger side wheel rim, AND 4) a complete engine rebuild due to a leaking head gasket (and black coolant). Total cost of repairs exceeded $8,000. She immediately called Berman Nissan, and the salesman, after talking to his manager, told her to drive the car back 150 miles for a trade-in. Instead of driving an unsafe-to-drive car back to Chicago, she had no option but to trade it in at home for a fraction of the cost she paid. Thus, to get a safe, used vehicle for her now-delayed trip, she lost more than $17,000 between the time she purchased the used vehicle and when she had to trade it in at home. After a series of calls with Berman Nissans manager, *************************, my daughter received a $1,000 check as a reimbursement for her inconvenience. ************** stated that the car should have been returned to them in Chicago, and that she would have taken it back and provided a full refund. This was not the information that my daughter was given when she contacted them before trading it in at home. She has not cashed the check it does not compensate her for her inconvenience. I wish I didnt have to write this letter and I am sad that my daughters first car purchasing experience was so appalling. Please help us resolve this issue that we have with an A+ rated BBB businesses $17,000 is a lot to lose.

  

  Business Response

  Date: 06/10/2023

  To Whom It May ******************************* used vehicles go through safety inspection before they're put on the lot to be sold. I'm attaching the repair order that we did before we sold the car. Our technicians didn't find anything unsafe with the vehicle at the time of the inspection. Berman ********** also have 30- Day Perfect Car Promise (please see out website for details) 30-Day Perfect Car Promise | Berman Nissan of Chicago (nissanchicago.com) which this customer would absolutely qualify for.
   Unfortunately, the customer traded out of the vehicle and there is only so much we can do at this point. If there is an actual vehicle that the customer had in her possession that we sold her, we would just take the car back and voided the deal but that is not an option anymore. 

  Customer Answer

  Date: 06/18/2023

   
  Complaint: 20168531
  
  I am rejecting this response because: Berman Nissan of Chicago sold my my daughter a used car that was unsafe to drive. She drove it 150 miles from Chicago to *********. She made it to ********* safely, even though the car should not have been driven on an interstate, much less at all. 

  I have attached the total repair bill from a ****** dealer in ********* (reprinted on June 16). It was going to cost her an additional $6,735.93 to get her car fixed. She had already paid a repair bill to Berman Nissan for almost $300 three days after buying it. She talked with her salesman at Berman Nissan, only to be told that she had to drive the unsafe car back to Chicago. She had not been told by the salesman she even had the option to "trade it in" when she purchased it or spoke with him immediately after she received the repair cost. 

  She made the best decision she could at that time to start over and find another used car that she had wanted (a used Cross Trek). The "different dealer" evaluated the used car, and told her it was worth less than $4,000 due to the additional cost of repairs and its value. (I have attached the ****** Blue book value for a standard Cross Trek that was sold to her as in good condition and required no major repairs. It is $15,156.) She found a used Cross Trek and traded it in for a safe car. 

  Only after no longer owning the broken down car did Berman Nissan tell her that they would have towed it back (at their expense) and would have "voided the deal" (return all the cash she used to pay for the car). I returned to the dealer who took it as a trade in, only to find that I could not get it back. It had been sold to a wholesale business because it was not worth repairing. They could not guarantee that it would be safe to drive, even after fixing the car. In other words, it was past its useful life, decommissioned, and sent to a junk yard.  

  Thus, my simple request for a refund. Rounding numbers presented at this point, if we add $4,000 value to the $7,000 repair bill, the car's "worth" was $11,000 (even less than the lower range in the ****** Blue Book value). She paid $20,000 (rounded number, too) for the car. She has received a check from ****** Nissan for $1,000 (attached copy of check). 

  At the least, I have determined that my daughter is due a refund of $10,000, providing an almost $9,000 profit to Berman Nissan. (Simple calculation of refund: $11,000 "value at trade in" minus $1,000 check equals $10,000. ).

  Estimated $9,000 profit for ****** Nissan. I expect a few thousand dollars profit for the sale of a used car. In this case, it's almost $9,000 after Berman Nissan refunds the remaining $10,000 to my daughter.

  I believe that Berman Nissan should refund my daughter at least $10,000. That still leaves a nice profit for them and an expensive, but important ****** for her.  

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

  

  Business Response

  Date: 06/19/2023

  To Whom It May **************************************** is the customer that purchase the vehicle from us and when we spoke to her on June 5th, she already traded out of it. Since there is no vehicle that we can fix or buy it back we had not many options but to offer ****************** one time check for $1000 to remedy this situation. She was thankful and we were under the impression that this case is closed. As soon as check got cashed, we started getting negative reviews and complaints from her parents that were not even here at the time of purchase. ****************** is an adult that came on 05/03/2023 around 9am test drove the vehicle and didn't buy it the same day because she wanted to bring the friend with her. She came back two days later and purchased the vehicle. ****************** reached out to us on May 30th that the car has issues. We advise her to bring the vehicle back even though the car was out of the ******** Mandatory Used Vehicle Warranty, but she said she doesn't have time she has to go to **********, and she traded out of it few days later. At this point there is nothing we can do as we stated earlier and this whole time" since there is no vehicle that we can trade or take it back". If ****************** has any questions, or what to discuss this any further please have her reach out to us directly. 

  Customer Answer

  Date: 06/22/2023

   
  Complaint: 20168531
  
  I am rejecting this response because Berman Nissan has not resolved this complaint. I have spoken to both my daughter and her mother, who have written the following letters.

  Dear Berman Nissan,
  
  Thank you for responding to ***** and *********************** concerns. They posted on ****** review and submitted a BBB request with my permission because they strongly believe that for public safety; it should be recognized that your business will sell cars that are unsafe to drive to customers.
  
  I endorse *************************** proposal of a $10,000 refund as a solution to this conflict. I understand that with that amount Berman Nissan will still make significant profit. I also endorse *********************** corrections to the 6/21/23 response below. I want to highlight the fact that **** was clear that the only option for me was a trade in with Berman Nissan because I was past the 15-day warranty. Since I didnt trust Berman Nissan to sell me another car, and since the car was unsafe to drive back to the shop, I then chose to trade it in to a dealer I could trust. 
  
  I acknowledge that ideally, I would be the person following up with this case. If it would be of help, I could schedule one call to clarify any misinformation with the person best able to remediate. However, I also give ***** and ********************* permission to discuss my actions and the events of this specific case if additional back and forth communication is needed.
  
  Sincerely,
  *************************, MD
  
  From *********************

  As the mother of *************************, I would like to clarify and correct some mistakes in the Berman Nissan BBB response of 6/21/23: 
  
  1.  ***** was NOT the person who spoke with the Berman Nissan manager ************************* by phone on June 5;  that call was made by myself, a fact which I made clear at the outset of our call.   My husband and I have been speaking for ***** in this matter from the time that she left ******** on June 6.  She is currently in pediatric residency training on night shifts in CA, and has authorized us to follow up on this case as she simply is not available.  We can provide documentation of her permission to speak for her if needed.
  2.  Although I was appreciative of the $1,000 offered during the conversation with **************, I did NOT indicate that the case was closed, as the Berman response states.  ************** informed me that there would be an internal investigation into the matter.  I followed up our call with an email expressing my appreciation for the coming internal investigation, and stated that I was hoping the investigation would lead to an increase in the amount paid, given that ***** had lost $17,000.  I can provide a copy of that email.
  3.  The check for $1,000 was NOT cashed, as Berman claims, and will not be cashed until this case is completely resolved. I can send a photo of the uncashed check.
  4.  ***** was NOT advised to bring the vehicle back even though the car was out of the ******** Mandatory Used Vehicle Warranty as the Berman response claims. She was told by ****, the Berman salesman, that because it was out of the 15 day warranty she could only bring it back as a trade in, and that Berman did not owe her anything.  **** told her that this was confirmed by his managers, which I would assume include ***************  ***** can confirm this conversation if you wish to speak with her.
  
  ***** was not able to drive the car the 150 miles back to Berman Nissan, as Bermans response says she should have, because :
  
  1.  ********** Dealer in ********* told her that it was unsafe to drive anywhere.
  2.  She was already 2 days delayed in leaving for her residency program in CA (which had a hard stop beginning date), waiting for the diagnosis of car repairs needed.
  3.  Even if the car had been drivable, there was no point in returning it to Berman for only a trade-in on a different vehicle, which was all that **** offered. The fact that this vehicle had so many issues--$7,000 worth, with 2 weeks of repair labor estimated--made any other vehicle from this dealer suspect as well. NONE of these issues were documented on the Waiver of Minimum Warranty on Used Vehicle page which was included in the Berman BBB response (See back of Mandatory Used Vehicle Warranty).
  
  We continue to believe that a refund of $10,000 from Berman Nissan is appropriate in settling this case, for reasons clearly stated in *************************** BBB response of June 18.

   

  Sincerely submitted by:
  
  *************************, PhD

• Initial Complaint

  Date:05/24/2023

  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 suffer from stress induced bipolar 1 with hypomania. The car salesman swindled me into purchasing a car because my car needed repairs while I was in psychosis. I tried to return the vehicle when I was back lucid but they refused to return the car but agreed to sell me my trade-in car back. This was on 5/20/23 when I bought the car and on 5/22/23 when I tried to return the car on their next operating business day. The car does not have the features we discussed and makes a weird sound sometimes when driving. I had to hospitalized on 5/22/23 for hypomania.

  

  Business Response

  Date: 05/26/2023

  To Whom It May ************** are very sorry to hear about **************** medical condition but unfortunately, we have done everything possible for her. At the time of purchase, she showed no signs of any illness. 

  When she came the following day, we have resigned the paperwork and gave her the trade in back. Taking the vehicle back and canceling the deal is just not an option since the taxes are paid, vehicle is titled and registered. After the episode that **************** had in our dealership on Monday 05/22/2023 we prefer that she doesn't come back for her service needs. Our employees were afraid for their safety since **************** broke the desk, computer, screen and the phone in the office she was sitting in. We chose not to press charges since we learned she has mental health issues. 

  Thank you 

  Customer Answer

  Date: 05/26/2023

   
  Complaint: 20099578
  
  I am rejecting this response because: now they are discriminating against me due to my medical issues by saying they dont want me back at the dealership. They have not even finished the installations for the vehicle. I do not have the full product that we agreed upon.
  
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 06/02/2023

  To Whom It May ***************** will absolutely install the options that we have promised, and we owe the customer. Today we will reach out to schedule the appointment. After that we will prefer that the customer takes her business elsewhere. We have damaged computer, monitor, desk and employees that have feared for their safety on the day of the incident. We understand the medical condition and that is the reason we never pressed charges or even asked for compensation on the damaged property, however we provide safe work environment for our employees and same goes for the customers that were in our showroom or service area on the day of the incident. 

  Customer Answer

  Date: 06/02/2023

   
  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. I want to sincerely apologize to Berman Nissans, their team and customers. Unfortunately I was manic for the last few weeks but I am stable now and I am really sorry for my behavior. That was not an accurate display of my character and I am thankful that Berman Nissan is not pressing charges. I am willing to do whatever to make this right. I understand that Berman Nissan would not like to service me anymore after the vehicle installations. But at the very least, I hope that Berman Nissan accepts my sincere apology. Mental health issues are complicated and hard to manage but I am really sorry for my behavior. The only complaint I have is I wish I was informed that the vehicle would not have the features that the vehicle I test drove had. I was very disappointed when I found that out. **** only told me that the vehicle would not have heated steering and I was ok with that. At this point I have decided to keep the car because I am in love with the rims which was main seller for me. I am not going forward with a lawsuit. Other than that I want to apologize again and thank you for finishing the services agreed upon.
  
  Sincerely,
  
  ***********************