ComplaintsforKelly Nissan, Inc.

• Initial Complaint

  12/24/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought a 11 Nissan Murano 3-7-22. I was sitting at the salesperson desk and a woman got out the car and about 2 hrs later car was mine..I say this because I don't believe the car was checked out before it was given to me for purchase. Before driving off lot car stopped..KN put in another battery next day. I give it about 3 months later check engine light came on KB diagnosed and said I needed a catalytic converter which at first they asked me to cover or pay half ..they ultimately made the repair. I have gotten my oil changes every time it's needed.. however the car doesn't have air conditioning, door handle broken, other catalytic converter, etc I am a single mom with a disabled child who works part-time I need a reliable vehicle to drive..this car has over $7,000 worth of work needed . KN can look up all that they stated is needed. On Wednesday ***** I had an appt for an oil change but radiator was leaking (I wasn't sure at the time) I had car towed in for oil change. I talked to person who answered me and Manager ***************************** who had a discrepancy on what our conversation was on the car (too much too explain) in the end ***************************** told me from now on I can bring my car in for oil changes..they will not diagnose. Service Advisor *** didn't know I could here her when I called in to check on my car and I overheard *********************** ranting and mocking me to her coworkers. I told this to ****, ***************************** and ***..this behavior was unacceptable. I still pay a car note on this car and the excessive repairs and customer service was a terrible experience.

  

  Business response

  01/02/2024

  While we certainly apologize if ****************** feels like she has received poor customer service, we don't think ****************** understands that she bought a pre-driven vehicle that at the time was 11 years old and is now 13 years old.  Unfortunately, used and older vehicles are going to need repairs sooner and more frequently than brand new ones.  We certainly have understood ********************** situation and that is why we have paid for repairs in the past but at some point, we can no longer accept 100% responsibility for a 13 year old vehicle that she has owned for almost 2 years.  The radiator repair that is needed would normally cost $1,300 and our service manager cut the repair cost in half as a goodwill to *******************  That is what we can do for ******************.

  Customer response

  01/03/2024

   
  Complaint: 21053107
  
  I am rejecting this response because:
  The response from this company shows the care and concern that Kelly Nissan give to their customers. I understand the car was used, however I feel KN neglected to do a proper inspection before selling the vehicle. I do not accept this response nor did anyone call me regarding this manner. 

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

  

  Business response

  01/04/2024

  ********************** vehicle was inspected and in fact we replaced the alternator the same day it was traded in and the same day she bought it.  On a vehicle this old we do a minor safety inspection to make sure it is safe.  This does not mean it is perfect.  We have offered the radiator repair at an extreme discount.  This is all we can offer.

• Initial Complaint

  06/05/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Kelly Nissan charged me a **** cash down payment on a car an that was a violation of consumer law rights

  

  Business response

  06/06/2023

  We have received ************' complaint and we have reviewed it.  ************ bought a vehicle from ** in August of 2021 and now believes that her down payment that was used to lower her amount financed is now somehow illegal?  She has written ** a letter sighting several laws and codes that makes absolutely no sense to ** or our attorneys.  We simply sold ************ a vehicle upon which she needed to finance it.  She put $1,100 down which in turn lowered her amount financed.  We will not be refunding her down payment or paying off her debts.

• Initial Complaint

  04/03/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Contacted them regarding a vehicle they had priced online. After talking with two (2) sales representatives, the last one told me the price would not be as advertised....... the company is falsely advertising products for which it cannot provide. The second representative stated that the price was inaccurate, but they would be unable to fix for several days (which is unacceptable). Changed price from $25,605 to $43,000. Attached is the printout showing their advertisement. Contacted dealership again to verify pricing ...

  

  Business response

  04/03/2023

  We apologize for the miscommunication. There was an advertising error displayed on our website. The issue has since been corrected. You can find in the disclaimer clearly located right below the price. The disclaimer states:

  All vehicles subject to prior sale. Excludes tax, title, license, doc fee and reconditioning fee. All rebates and incentives in lieu of special financing. See dealer for details. Must Qualify for all special financing. Dealer not responsible for pricing errors. Please contact Sales Manager for daily market adjustment cost. 
  

  Thank you for alerting us of the mistake displayed on the website. Have a nice day.

• Initial Complaint

  11/17/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I initially my car towed to Kelly Nissan in for a multi-point inspection to ensure the vehicle's drive ability. I was assessed that my vehicle needed a radiator (assembly, clip and cap), thermostat, gasket, and a/c condenser, and a/c recharge. Kelly Nissan at this moment were absolutely professional, through, and courteous while offering service to my vehicle. The aforementioned repairs totaled to $3523.99 and was paid via financing through a company called *******. My first issue came when I came to pick up the vehicle; despite having the repairs paid in full, the vehicle was not released to me initially because my service rep did not report to work. Upon explaining my particular method of payment and informing the staff of me living 3.5 hours away it wasn't feasible to come back the next day. At this point another rep ********* my keys and said they would to get squared away. Upon driving the vehicle I immediately noticed it was bit loud. I decided to call the next day since the car was idle for a extended period of time. After calling back my rep *********************** assured me that my car was running fine, but bring it back if you have concerns. I brought the vehicle back to Kelly Nissan because the noise emitted was unbearably loud. After diagnostic it was assessed that I needed new exhaust clamps, front wheel hub, and rear brake pads. I explained I wasn't happy about the second inspection of this car, because my objective was find all and any issues with the vehicle and repair them so the vehicle would be truly driveable. **** at this explained that the vehicle wasn't driven very much after the initial repairs. I approve the exhaust clamps being replaced which totaled to $102.70. Upon picking up my vehicle I was initially told no one knew about my payment method, but was given the vehicle after 1.5 hours. My vehicle overheats and starts blowing smoke; I tow my vehicle back to Kelly Nissan and they assessed it needed a new radiator cap and accessories.

  

  Business response

  11/18/2022

  ********************** had his vehicle, a 2013 Nissan Maxima with ******* miles, towed to our dealership after the vehicle had been in a major accident. *** customer has never been to **********************. He asked us to diagnose the vehicle.His complaint was the vehicle would jerk and hesitate after fifteen minutes of driving. *** technician found that the radiator was leaking, and the air conditioning condenser was pushed in due to the damage done to the vehicle. ***se repairs were necessary to fix the complaint the customer had.
  

  ********************** approved the work, and we repaired the vehicle. *** customer went through a 3rd party financing company that we provide to pay for the repairs. When the customer came to pick up his vehicle ********************** did not receive the funds for the repairs. It is unfortunate but sometimes it takes longer than expected for the services to be funded. We have a policy that no vehicle is allowed to leave if there is any outstanding balance. Our service manager gracefully allowed him to take his vehicle without payment because the customer did not live nearby.

  *** customer called the service department a couple days after picking up his vehicle and asked if we could look at his vehicle again. His complaint was a loud noise. After diagnosing the noise concern, the technician found that the front wheel bearings were failing, and the exhaust clamps were rusted and rotted. *** customer approved the exhaust clamps and declined the wheel bearings.
  

  Two weeks after the second repair, the customer brings in his vehicle again. His complaint was the check engine light was on and the heat stopped blowing warm air. *** technician found that the radiator hose was cracked and leaking. When the technician did his initial repairs on the radiator, he had to bleed the system and allow fluid to flow through the radiator. This is to test the radiator to ensure proper function and no leaks. At the time of the first repairs, we bled the radiator and found no leaks. *** radiator was working properly, and the hose was connected with no leaks.
  

  *** customer is upset that his vehicle needed additional repairs after the initial. We were asked to diagnose the hesitation and jerking concern. *** inspection of the wheel bearings was not mentioned nor is it included in the inspection of the radiator. *** radiator hose broke after picking up his vehicle. It is very unfortunate that this happened. *** vehicle is nine years old and has over ******* miles. *** vehicle will most likely have another concern later down the road. We unfortunately cannot make his vehicle a brand new one. All we can do is repair the vehicle and piece it back together.

  Customer response

  11/22/2022

   
  Complaint: 18417838
  
  I am rejecting this response because the statements made by Kelly Nissan are completely inaccurate; The third party financing offered to me was approved for more than estimated repairs, but I was told no one, but **** knew how to access ******* financing to properly invoice my account. I also have no issue with the cars needing repairs, this is the I brought my vehicle to Kelly Nissan. My expectation was that Kelly Nissan would perform a full inspection of my vehicle and inform of what work needed to be done. Kelly Nissan failed to do this because I was not informed of my engine leaking or the issues with my exhaust clamps were not mentioned to me. Had my vehicle been diagnosed properly I would have prioritized around making sure that my engine was repaired. Kelly Nissan misdiagnosed my vehicle and failed to honor the parts/labor warranty on the radiator, cap, and hoses that was repaired under 12 months/12,000 miles. I am sorely disappointed in the service I received at Kelly Nissan especially since I was nothing, but courteous even in the midst of their mishandling of several my vehicle and making sure there weren't so many hiccups in providing a efficient experience for the customer.  My vehicle isn't driveable due to them refusing to perform the repairs necessary to honor the warranty and at this point I don't trust them to do repairs and that is why I'm requesting a refund.
  
  Sincerely,
  
  *******************************

  

  Business response

  12/13/2022

  ********************** brought his vehicle in for an issue related to overheating of the engine. The vehicle was not drivable when it was first towed to Kelly Nissan.  With every service we perform a multi-point inspection. Unfortunately, this inspection does not include going through every single detail of the vehicle. We check for visual items such as brakes, tires, drive belts, etc. The vehicle was brought back to Kelly Nissan for a noise complaint, not related to the initial repair. The technician diagnosed the noise and determined the vehicle needed exhaust clamps and wheel bearings. These two items were not discovered during the first inspection because they were not mentioned by the customer and the vehicle was not drivable. We were asked to diagnose the engine overheating.

  
  The vehicle was brought back for a third time. This time for an issue related to the radiator, which we replaced during the first visit. The technician found the upper and lower radiator hoses were cracked and needed to be replaced. These two parts were not part of the radiator assembly. This is the reason why we cannot replace them under the 12 month/ 12,000-mile parts warranty. When the radiator was replaced, we did a pressurized radiator test to make sure proper function, along with checking for leaks. At that time the radiator passed inspection and there were no leaks found.

  
  Unfortunately, Kelly Nissan cannot offer ********************** a refund for the repairs done to the radiator. We can offer the customer a 50%discount to replace the radiator hoses.

• Initial Complaint

  09/29/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Today is 9/29/2022. On 9/24/2022, less than a week ago, I purchased a brand new, 2023 Nissan Rogue from Kelly Nissan. I only went to this location because my sister referred me to this one and now after this issue, she hates that she sent me here. The same day I drove the vehicle off the lot I smelled a slight burning smell but thought it was simply something in the air near me, never would have guessed it was a brand new vehicle with less than 16 miles on it. Later that same day, I noticed the vehicle was leaking fluid underneath. Unfortunately, I noticed this after the dealership had already closed for the weekend so I had to wait until Monday to take it back in. I returned the vehicle IMMEDIATELY Monday morning only to be told after waiting for hours that I would need to leave the vehicle for it to be worked on. HORRIBLE! This is a 2023 vehicle, brand new! Days go by and I ended up calling in to check on the vehicle which at this point, I NO LONGER WISH TO KEEP! The sales manager, ******, tells me he has no update on the vehicle. I have heard from NO ONE at Kelly Nissan regarding this issue and I am LIVID! I told the sales manager, ******, that I wanted to cancel this sale and get my money back or I would like a BRAND NEW VEHICLE... NOT THE REPAIRED ONE! He refused. He also assured me that he would call me back which of course, he never did. More terrible service. I am extremely disappointed with Kelly Nissan as they obviously don't stand behind the product they sell and they don't put the customers satisfaction first. I fully intend to contact Nissan corporate headquarters to complain about this dealership and this issue with the vehicle. I would like to have either my deposit refunded and this sale CANCELLED or another NEW VEHICLE that is NOT this "repaired" one. I will make sure that all of social media knows about how horrible this dealership is. This is totally unacceptable. I will also follow up with an attorney if this issue is not rectified very soon.

  

  Business response

  10/10/2022

  We have taken the original vehicle that Ms. ************* purchased back and given her a brand new vehicle.  We thank ****************** for her patience as it took a little bit to find an exact duplicate but we believe that she is satisfied now.

  Customer response

  10/12/2022

   
  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

  03/21/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I Purchased a 2020 Nissan Rough Sport AWD SV 09-19-2020 from Kelly Nissan *********************************************** I was ask to include ************* for $795.00 so I did I traded my 2020 Nissan Rough Sport AWD SV for a 2021 Nissan Rough Sport AWD SV fully loaded with all I ask for after the 2020 Nissan was paid off in full I contacted Kelly Nissan several times spoke with finance person ******************************* I was told to contact Nissan Acceptance which I did and I was told Kelly Nissan was supposed to take care of that I also contacted the *********** cancelation **** I was told the dealer or creditor was responsible for the refund I contacted Kelly Nissan again they refused to answer my call return a call so I contacted Nissan Consumer Affairs I was told Kelly Nissan is responsible for my refund finally I call to speak to the Dealership Manager I was ask to leave a voice message which I did one message for the finance department and Manager and the receptionist that I was going to file a complaint I got a call back from Kelly Nissan a women spoke with me she stated Kelly Nissan changed their policy a year ago they stopped paying refund on ************* so I need to know if I and legally invite to a refund

  

  Business response

  03/22/2022

  **************** is definitely entitled to a refund of her unused portion of the *** Insurance.  Nissan **************************** (NMAC) changed their policy a year ago regarding *** cancellations in the state of ********.  In ******** NMAC calculates the cancellation and reduces the payoff when a loan is paid off early.  Since **************** did not trade the vehicle in with us, we were under the assumption that she lived in ******** and therefore NMAC had already credited her account.  Today we called NMAC to get a copy of her statement showing that they credited her account and that she already received the refund by lowering her payoff.  That is when we learned that because she lives in Michigan, we are to refund her the unused portion of the ***.  Once a loan is paid off, NMAC sends us a statement letting us know to cancel any items that can be cancelled and we usually get that letter or notification about 30 days after it was paid off.  According to NMAC, ******************** loan was paid off on March 10th.  I'm not sure when she traded it in but the dealer paid it off on March 10th.  Once we receive the official notification from NMAC with the exact date of cancellation we will send a check out to ****************.  

  Customer response

  03/25/2022

   
  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

  03/11/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I went into Kelly Nissan for an oil change for my 2019 Nissan ****************** in January around 10 or 11am and was told my car would be done that same day around 1 or 2 oclock. I was told I would receive a call when my car was done for servicing but the call was never received or attempted. I then had to go out of my way to call them an hour before they closed and ask was my vehicle still being serviced I was told by a representative that they had tried to call me but it went straight to voicemail but they they had been untruthful and never actually called me as I have been waiting constantly for the call throughout the day. They told me to come down and get my vehicle because they claim it was serviced so I went done to get the vehicle and they had me pay for it and then they just handed me my keys. Almost 2 and half months later my engine is now locked up and are having leak issues as well. Out of no where my car tells me it has a engine malfunction and reduced speeds. I was driving home from work when the notification had popped up and once I saw it immediately I pulled off on the nearest exit ( which was ********************* ) Once I reached the first stop light my car mph hit 0 miles per hour and there was smoke coming from the engine and my car would no longer shut on after several attempts. I placed the car in neutral and pulled to the side of the road. I then had to get a tow from liberty mutual through my aunt because I didnt have money for a tow. After my car was sent to my home I tried putting oil in it the next day in hopes that would fix the problem but it didnt, so I took my car to Pepboys March 11th at 10am to hopefully be serviced and that it was hopefully just a starter issues, but they also told me what I was already suspecting my engine was locked and it had absolutely no oil in it. Kelly Nissan basically cleared my car codes and put an oil service sticker in my window without actually changing it.

  

  Business response

  03/14/2022

  Good morning.

  We received a call from the customer about this concern last week. We informed the customer that we would need to inspect the vehicle to determine what led to the failure of the engine. We have yet receive any further information from the

  customer.

  Thank you

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

  Service Manager

  Kelly Nissan

  Customer response

  03/14/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is not yet resolved or satisfactory, but I will let them view the car so they can see where they went wrong so they can replace the issue.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  12/07/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On 12/6/2021 my daughter and I went to Kelly Nissan looking to purchase a vehicle that we saw online listed at ******. She had outside financing so that was not an issue. She test drove the car and really liked it and proceeded to purchase. When she was presented with the itemized **** the price was $1,000 higher than what was listed on their site. She sales lady and manager stated that the fee was to cover "reconditioning" of the used vehicle meaning the car was traded in and had to be cleaned oil change whatever else and that was to be paid by the new purchaser. I informed them that this was not best practice and was deceptive as she expected to pay what was listed and should not be liable for the work that the dealership needs to conduct to make the car ready to be presented to the public. All in all my daughter purchased the car however I still do not believe she should be responsible for the additional $1000 markup over what was advertised. Also, the sales person told her the car was certified and still under factory warranted however the manager noted that it was not and this was also erroneous information.

  

  Business response

  12/20/2021

  We have talked with ****************** and explained all the numbers and pricing and have offered an extended warranty.

  Customer response

  12/20/2021

   
  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

  07/12/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Extremely disappointed!!This dealership is a total rip off!!I purchased a Key fob from this dealer at a cost of $277, prior to purchase, I was not told the item was non refundable.I ended up using an alternative to get the key fob at a cheaper price.I tried to return the HIGHLY PRICED KEY FOB but they claimed they dont accept returns on electrical items ( I had no idea prior to purchase, if I did, I wont have purchased it). BTW, I tried to return the item within 2 hours of purchase!!My KEY FOB was not programmed!! I was only given the key fob + key and the key was not cut either!I have done business with NISSAN for over 15 years! Im extremely disappointed on how your handled the situation.THIS DEALERSHIP IS A RIP OFF!!!!

  

  Business response

  07/13/2021

  I have read ******************** complaint and looked into it.  **************** did purchase a Nissan key fob from us on July 12th and paid $277.23 for it.  He chose not to have it programmed by us and left with the key fob.  As you can see from the duplicate invoice that I have attached it clearly states on the right side in green lettering that there are no returns on electrical parts and a key fob is an electrical part.  The reason there are no returns on key fobs is because they are a "one use" part.  In  other words, if they are programmed or attempted to be programmed they can no longer be used again on a different vehicle - they are then tied to that exact vehicle and cannot be used on any other car.  I am not saying that **************** did that but we have no way of knowing until well after **************** is long gone and we sell it to another customer or try to program it to another car.  If that were to happen, how could we go back to **************** and ask him to pay for something that he ruined?  So that is why there are no returns on electrical parts and we cannot refund **************** his $277.23.  The key fob is still good and can be programmed to his vehicle by any Nissan dealer.

  Customer response

  07/13/2021

   
  Complaint: 15647903
  
  I am rejecting this response because: the key fob and key were not programed or cut so I have no use with the item.  I am a customer who did not know their return policy on electrical items prior to purchase, if i knew the item could not be returned, i wont have spent money on it.

  
  

  I am extremely disappointed with KELLY NISSAN! 
  
  Sincerely,
  
  *********************

  

  Business response

  07/26/2021

  As a goodwill gesture, we would be willing to program the remote at no charge for ****************.  We need all the Nissan remotes with the vehicle to program them all at once.  There is no guarantee on whether a non-Nissan remote will take the programing and if it does, there is no guarantee on how long it will last.

  Customer response

  08/03/2021

   
  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,
  
  *********************

*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. ↩