ComplaintsforGerald Nissan of Naperville

• Initial Complaint

  06/05/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Ive purchased a passenger rear light four times. Well the last time I got installed was June 2, 2023 and ***************** finally tells me that the clamps are not stable enough so the passenger rear light when fall out again. Hes stated if I had a car accident before and I said no every time I got that passenger rear light fixed its never been a problem with my car. If ************************* would have looked at my car properly the first time I got installed I wouldnt even be having this complaint. I feel like they are just trying to take my money and not fix the actual problem. I shouldnt have to keep paying for the same light over and over again. Nissan needs to fix the problem and compensate me for at least 3 out of the 4 times I have purchased the same light. I have a warranty on the light but they wont take my claims because of whatever ************************* is telling them. I filed a complaint with consumer affairs and ****** called me back stating ************************* told them I had an outside interference, case#********. They didnt even check my car out theyre just going off what ************************* says and obviously its not telling the truth about the situation or I wouldnt even have to brought this passenger rear light four times. Thats ridiculous and Im definitely filing a report and getting a lawyer involved.

  

  Business response

  06/06/2023

  Our apologies that ****************** has had to deal with this.  Replacing the part and not fixing the root problem in not acceptable!  *****, our Service Manager, has contacted the customer and has an appointment with him tomorrow, Wednesday, to remedy the issue.  We will also be refunding ****************** his money for the previous repair.  Again, our apologies for not resolving this issue originally.

  Customer response

  06/08/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, we have scheduled to bring the car back in on 6/14/23 to fix the root problem as long as I am compensated atleast 50% of what I have spent so far in relation to this rear outer tail light then I find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *************************

• Initial Complaint

  03/27/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Purchased a vehicle September 2022. Gerald Nissan sent the wrong paperwork to the State of ******** containing the incorrect mileage on the vehicle, resulting in my vehicles title to be changed from Clean to Salvage. Both the factory Warranty and extended warranty that I paid $2,000 for from ************** was also canceled as a result of title change. Gerald Nissan was made aware of this in November 2022 and has refused to get the error corrected. Now the vehicle is broken down and the repair cost of over $1000, that would have been covered under ************** warranty if Gerald had corrected issue, is now having to be paid out my pocket. Gerald refuses to acknowledge that they are at fault and they refuse to send the correct paperwork to the State of ******** to have this issue resolved.

  

  Business response

  03/28/2023

  It appears as though the title was mismarked by the dealership that originally grounded the lease of this car 2 owners ago, or by the **** The *** has acknowledged there is an error, but stated to our office that the correction process will take 4-6 weeks. We apologized to the customer, met with him last night, and are trading him out of the vehicle.  He left the **** store and was happy with the result

  Customer response

  03/28/2023

   
  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 met with 4 different managers from 2 different stores and they were very helpful in getting this issues resolved. Please remove this complaint as this was taken care of quickly and professionally by Gerald Nissan and Gerald Ford. 
  
  Sincerely,
  
  *********************

• Initial Complaint

  03/22/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On 3/19/2023 I had my 2017 Nissan Pathfinder towed to Gerald Nissan located on ***************** in Naperville, **. On Monday 3/20, I called the service department and provided them with a description of what was happening with my car. I spoke with **** who advised he was waiting on his technicians to arrive and would have someone review and follow up with me on Monday. On Tuesday 3/21, I had to call **** to ask the status of my vehicle. He advised that the car started with no problem and that they were not able to duplicate the problem. I asked if the fee was still applicable and advised yes. I do not feel the fee is applicable as nothing was diagnosed. Nissan then sent me a notice advising I have $1800 worth of repairs that needed to be completed. I declined the service when **** called. I was advised I would be contacted when my car is ready to be picked up. I still have not received a call as of 3/22 9:08am. I filed a complaint with Nissan Corporate only to be advised that there was nothing they could do since the dealers are independent. As of this moment, I still do not know why my car would not start and was emitting fumes and white smoke. I am looking for Nissan to waive the $185 as nothing was diagnosed.

  

  Business response

  04/03/2023

  The customer returned and the computer showed that she needed a coupler on the Pathfinder and the repair is almost $3000.  ***** the salesperson and **** the ** spent over an hour with her, and we are currently looking for a used vehicle that the customer wants, to trade her out of the Pathfinder.  We are refunding her the $104.44 for the original bill that she is upset about, and hopefully will have a new car for her very soon.

  Customer response

  04/04/2023

   
  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.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  11/15/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 11/1/2022 I brought my 2022 Nissan Kicks in for service the driver side sun visor fell down in a hanging position from internal car ceiling. Afterwards the interior lights stopped working which at time an appointment was made with Gerald Nissan service department. The technician provided improper feedback on the cause for the failure of the faulty driver side sun visor and interior lights malfunction. At that time I asked to speak with the general manager in which no one provided me contact information nor made it a priority to see this issue was resolved. I purchased the vehicle brand new at this location as well a previous service Department customer with my former **********************. I feel as though I was treated unfairly as an devoted customer of ********************.

  

  Business response

  11/26/2022

  This complaint was originally sent on November 16th, and responded to the following day, on the 17th.  I spoke with ******************** and agreed to replace her visor for her.  The light assembly that broke was under warranty, and we are paying for the visor and the installation.  The part was ordered on the 17th, and the installation will occur with her appointment when the part arrives.  She was very happy with the outcome!

• Initial Complaint

  09/27/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Vehicle was bought sept 12 , 2020. Its 2 years old . Vehicle has premature rust around sun roof and . the factory warranty is 5 years unlimited mileage warranty is for paint defects. I am having dificutly with the dealership getting this vehicle repaired. i do not understand why as it is still under warranty. When i contact the dealership which was an in person visit with the service manager on 9/8/22 is the last time they spoke with me about the issue and They said then they would see what they could do for me.. I called yesterday 9/26 I called the dealership and a personal cell phone and no one got back to **** have called nissan corporate on this issue and the case# is ********

  

  Business response

  10/07/2022

  Customer is outside of the warranty period from Nissan. We are actively working with Nissan to try to get goodwill for a repair, and have no got an answer from Nissan. There are previous chips in the paint that have been touched up!

  Customer response

  10/10/2022

   
  Complaint: 18135412
  
  I am rejecting this response because:
  
  Sincerely,
  
  *******************************

• Initial Complaint

  08/31/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I already filed a complaint about Gerald Nissan for not refunding me money for the service contract I canceled months ago.Now, Gerald Nissan is refusing to do anything about a rust package I canceled the same day I purchased my car. No responses. Nothing. I almost can't believe that this is an actual business. They don't respond to ANYTHING.When will they be removing the roughly ***** dollar rust package from my loan? I want an answer immediately. My next step will be to file suit, and at this point, I'll just do it out of principle. I've already spoken with my attorney.If they don't want to be made an example of, they will respond to me and tell me when the rust package will be removed from my loan. I have proof of their guarantee of cancellation. I have email chains showing how criminally non-responsive they are. The guarantee to refund this money will be upheld. Whether we have to go to court to determine that is up to Gerald Nissan. I have in writing the guarantee that it would be removed the same day I asked them to cancel it (the same day I purchased their vehicle).

  

  Business response

  09/01/2022

  **************, I responded on Tuesday 8/30, that I would be happy to refund the $2499 for the Package that ***** had talked to you about. The check request was done that day and the check was sent to American Eagle!  Evidently you didnt see the response. Call me direct should you need anything else. ***********************. **********

• Initial Complaint

  08/31/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On August 5th 2022, I bought a car, During the transaction I repeatedly said I Wanted no warranties they kept pushing and pushing different warranties on me I kept saying No I tried to be polite but I was firm with absolutely not. The presented the loan paperwork saying this is the total of the car this is interest rate ect, however when they had me sign the paperwork the switched it out with paperwork that had **** dollars of warranties I declined and a ****** cent "paperwork fee" that they had also charged to my credit card essentially making me pay for it twice --Even though I have the receipt and credit card statement showing the double charge for paperwork fee they claim that its untrue and made no effort to resolve that issue --as far as the **** dollars, they added to the loan for warranties I had declined more than 4 times. they claim I begged for them and that's why they added them in after without discussing the new total of the loan and hiding the fact they snuck them in there after I was already presented a different total. I never once wanted or said I wanted any warranty. Any claims otherwise would be because he kept harassing me about them after I said no and he found a way to get me to say yes to something I didn't know I was agreeing to as I had told him plenty of times throughout the transaction I was absolutely not interested in any warranties. They claimed they would send paperwork for me to file via email and refund the money for the warranties but have failed to do so and they constantly transfer me to voicemails without calling me back. When I do get ahold of people they simply give me a time frame they will call me back after looking into it, however I do not receive a call back and I have not received a refund or paperwork. I included a photograph of the 314 dollar receipt they put on my charge card they claim they didn't along with a photo of where they snuck in the warranties and the paperwork fee that had already been paid for

  

  Business response

  09/21/2022

  This was in fact handled when the original complaint came in.  I apologize that the response never went through.  We canceled and refunded the customer the $2600 for the extended warranty, and the $100 for the maintenance package.  Another check for the $314 for the out of state fees was never issued!?  I have them cutting the check right now.  ************** team at this store was changed about the time the customer was trying to get this resolved.  We apologize that the customer got the run around, and I have called and left the customer my contact information for any further issues!

• Initial Complaint

  08/19/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  On April 30, 2022, my wife and I purchased a vehicle from Gerald Nissan that we had previously leased. When I went into the office, I was in a hurry but still had to fill out some paperwork. I misunderstood what I was signing, and I take full responsibility for that. I should have read the documents more closely before agreeing. The way they do this process is designed to get people to do that, but they are certainly not alone among Cat dealerships in that. Therefore, that was my fault.Basically, I had accidentally signed up for a service plan that I did not want. Upon recognition of this, I called Nissan the same day and advised I wanted it removed. Keep in mind that the contract allows you to cancel the service plan at any time. This service plan was roughly $6,000.When I spoke with Nissan, they told me it could be removed but monthly payments wouldn't change. They would simply take it off the principal amount of my auto loan. I had no problem with that and advised them to send me the paperwork to cancel it. The finance manager, ***, took a long time to get me the paperwork despite repeated attempts to obtain it. After sending me half a dozen emails stating that he was so "busy," he eventually got me the paperwork on May 9. I filled it out and sent it back the same day.Upon initial submission, *** told me that it would take "a couple weeks" for it to show on my loan that the roughly $6,000 had been removed.I waited 5 weeks before writing to see why the $6,000 had not been removed from the loan. This is where the communication got very bad. I could not get any responses from ***. Either he would not respond or send me a sentence stating that he was "busy" and would get to it the next day. Eventually, all communication with *** ceased.Since then (May), I have tried calling others, even the general manager, with no response. I need help in getting this $6,000 service plan backdated and removed from my loan as quickly as possible. Thanks.

  

  Business response

  08/22/2022

    We apologize to ************** for the lack of attention to his matter of the cancelation of the Service Contract.  The cancelation was in fact processed, and the check sent to ******************* in ***********, on July 28th, 2022.  The original charge for the Contract was $4281, and the amount sent to the bank was $4243.  This can take up to 4-6 weeks for the bank to post and be reflected on the customers loan and balance.  Although, America Eagle is usually fairly quick.  Again, sorry that the Finance Manager was slow and unresponsive to a very simple request.  We appreciate **************** business again!

  Customer response

  08/23/2022

  Thank you for follow up on this specifically.  There was a payment posted on the ******************* site.

   

  HOWEVER, the second finance manager ***** told me that that amount was for the rust protection that was removed.

   

  Again, the same day I bought the car, I called back to Nissan and advised I did not want the paint and rust protection.

   

  Please know that on the ******************* website, I cannot see WHAT the reduction in the amount is for.

   

  If the amount reduced on my loan represented the service contract (even though I was told by ***** that's what it was), then how do we go about also removing the paint and rust protection that I canceled and never had performed?

  

  Business response

  08/29/2022

  That is correct, the credit to the loan was for the Extended Warranty.  The Package for $2499 is still sitting there as a "we owe" item.  I would be happy to cancel and refund that as well to American Eagle.  Will send the check out tomorrow.  Let us know if you need anything else.  We appreciate your business.

• Initial Complaint

  07/18/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I purchased a Nissan Versa from Gerald Nissan in Naperville on 9/11/19 with $9,940 down payment. The salespersons didnt tell me they added on the contract a $***** duplicate warranties. When I reviewed the documents I saw the obvious lack of communication. They never told me about paying for extra service contracts. I asked to cancel the warranty contract. They were angry. They said Nissan/ bank would not give me the ***** right away and Nissan would require me to pay off the car loan. I argued that point, but was told this is how Nissan handles this change. That was a lie. I talked with Nissan Corp a week ago and they said that wasnt true. Gerald Nissan did give me the cancellation papers on 9/19/19. I was continually talking with them over the phone about license plates and they never told me or asked me about buying that second car warranty. My question is still wheres the money. I want my refund. I do have case # ******** from Nissan of America. Thank you for your assistance.

  

  Business response

  07/20/2022

    Ms ****** warranty was in fact canceled on October 2, 2019, per Nissan.  The full refund was sent to her lending institution per Banking regulation.  The refund was applied to the balance of her loan, and reduced by the amount of the refund!

  Customer response

  07/24/2022

   
  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

  07/05/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Im very upset due to me having to steady replace my rear passenger outer brake light, this is my third time having this happen. Nissan has always gave me an hard time with this problem. Ill just be riding and my light will pop out and hang by its cords. Ive purchased the rear passenger outer brake light before and got an warranty now that this has happened again, Nissan doesnt want to fix it once again. This doesnt make any sense why this keeps happening, I was working with a guy named **** and when I put my claim through for my light he told them its because of my sound system and thats not true, my sound system isnt even hooked up. Hes telling me one thing and their warranty department another and Im very upset and Im not going to keep wasting money on a light due to Nissan. I dont know if their not installing the light in properly or not but its not my fault and I shouldnt have to pay. This is terrible customer service and I wish I never even brought this car, Ill never do business with them again.

  

  Business response

  07/06/2022

    The customer came in originally in December of 2021, with the cracked rear light lense.  We ordered the part and installed the part when it came in on January 6th.  In April, the customer came back in with the same issue, and we replaced the lense again, at no charge to the customer.  Now again, the lense is broken at the base of the light assembly, and is falling out of the assembly.  This is not a normal occurrence and is being caused by severe vibration to the rear light assemblies by the subwoofer the customer has in the rear of his car for the stereo system he has in the car.  This has been explained to him by the service advisor, and will continue to happen.  The light was properly installed, and there is nothing further that we can due as a repair, as the assembly will continue to cause the same issue that it has 3 times now.

  Customer response

  07/06/2022

   
  Complaint: 17524815
  
  I am rejecting this response because: as I stated before my sound system is not hooked up and hasnt been hooked up, that is not the reason why its steady popping out. **** told me that my sound system would effect my latch on my rear door if it was powerful but that has nothing to do with the rear passenger outer brake lightif it was my system it would make sense that both light would be affected not just oneI asked ******** care for the ********************** Corperate number and they give me the run around for 5days straightI paid for a new outer rear brake light I should have a warranty anyways I shouldnt have to purchase a rear light repeatedly it has to be something faulty wit the install or the thin plastic clips that its made with but I havent been in a accident/ havent bumped it and its not because of my subwoofersI paid 40,000$ for my car an paid it off in less than a yearnow that I have my title and I own the car it like they dont care since it doesnt belong to them, I would like for them for repair my light and I should of received some type of warranty when I replaced my light back in December 2021
  
  Sincerely,
  
  *************************

  

  Business response

  07/07/2022

  As stated, a rear light assembly just doesnt break apart 3 times in 6 months; unless something is causing it to do so.  And yes, the light you replaced in ******** was warranted and the customer didnt pay for the replacement again in April!  The consumer affairs number for Nissan is 1800NISSAN1.  We are unable to warranty another assembly for the customer

  Customer response

  07/07/2022

   
  Complaint: 17524815
  
  I am rejecting this response because: I just want my light repaired, its obviously something Nissan is doing wrong and dont want to repair my light. Im not going to keep paying for a light that Nissan is messing up. I want the number to Nissan corporate office because im not letting this one go pass again. I want to speak with a Dostrict Manager or something about whats going on and Nissan is telling you multiple stories. Im never doing business with Nissan ever again and I will let my friends and family know as well.and when I purchase a part from any auto store they give a time frame on the warranty on my item I guess with Nissan u purchase a part an the warranty is controlled and voided out whenever they feel like it its not right either way
  
  Sincerely,
  
  *************************

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