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:03/07/2024

  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.

  Over the past 10 plus years I have purchased at minimum 5 vehicles from Northpark, including a used vehicle for my daughter which I co-signed for. That transaction was reported to my credit file as joint and the bills came addressed to both myself and my daughter. In November, my husband went to Northpark to purchase a vehicle, a short time later he called to ask if I would co-sign for the vehicle, which I agreed to.Later that evening, the salesman and my husband arrived at my home, the salesman stated that he needed me to sign the paperwork, during which, I noticed my name was first followed by my husbands. I inquired if that was correct because when I co-signed for my daughter her name was first on the contract. He assured me he was doing the deal the same way as last time and that I was co-signing. I asked him to provide me a copy of the paper when completed. Which he agreed to do but never provided Approximately a month later, my credit report indicated that I was the signer for NMAC (Nissan finance), without my husbands name. I contacted the salesman and told him what transpired, he assured me that was correct because we are in a community property state, and signer ment that I co-signed, he stated the paperwork was submitted just as it had been when I purchased the car with my daughter. When my husband went to the dealership, the salesman told him it would be corrected and re-submitted.I disputed the item on my credit report, requesting it show the financing as jointly with ***********************. The entry was corrected as requested. I then began receiving billing statements from NMAC (Nissan finance) which indicate only my name.On March 6th I checked my credit report again and the entry returned as showing only me as the signer.Their actions are unfair and deceptive.

  

  Business Response

  Date: 03/12/2024

  ******,
  
  Firstly, allow me to apologize for the frustration you have had with your latest experience in co-signing for a vehicle at our store. Our team is trained to deliver a truly exceptional experience no matter the nature of business you have with us. We will continue that training by using your feedback.

  Our management has attempted to reach you by phone, unsuccessfully, so that we could have an open conversation with you about your complaint and related feedback. We still welcome that opportunity should you be more available at a particular date or time. You can let us know if that is possible by reaching back out at ************** or emailing ******************************************************.

  With regard to your concern about appearing on the billing from the lender for *************************** truck, we assure you the vehicle itself is property of **************** per the vehicle registration with the state. His is the only name that would appear on that document.

  When two people apply for a loan on a vehicle, the lender chooses to utilize the higher credit score of the two. Yours was higher than *****' which is why billing has your name on it. That does not change the fact that you are the co-buyer and ***** is the primary buyer

  You may be able to change how your names appear on the bill by contacting the lender (NMAC) directly. We encourage you to reach out to their customer service at ************.

  We hope this helps you resolve your concerns. As mentioned, please follow-up with us directly.

  *********************
  Nissan Owner Loyalty Manager
  Eddie Tourelle's Northpark Nissan
  *********, ********* ***
  Direct: ************** | **************************************

  Customer Answer

  Date: 03/12/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  According to the company, the vehicle is jointly held by myself and ***********************.  The evidence however, shows different, the credit reports show I am the signer and ***** is a co-signer, so if what the company is saying were true there should be no difference in the credit reports.  In addition, there was no prior credit disclosure to me by the finance company that they would elect to use the higher credit score.   This is a bait and switch, simple as that
  Regards,
  
  *************************
  
   
  

  

  Business Response

  Date: 03/13/2024

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

  Once again, the credit reports show you as the signer and ***** as the co-signer, that is correct as NMAC puts the higher credit score first. However, this has no more impact on you as the responsibility of a signer and co-signer are the same. It reports the same to the credit bureau and the co-signer is as liable for any payments as is the primary. There seems to be nothing we can do to resolve this concern at this time. After speaking with *****, this is something the two of you need to resolve as Northpark acted in good faith in this entire process. Your husband has been a great customer for a long time and enjoys ever employee interaction he has with us. The only option I have to offer from Eddie Tourelle's Northpark Nissan is to buy the vehicle back from you and your husband. If this is not satisfactory, then I am out of resolutions. All other communications need to be directed to NMAC who is the lienholder for this vehicle. I have tried calling you multiple times to speak on the phone but have not gotten a response, so BBB I ask that this case be closed.

  Thanks,

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

• Initial Complaint

  Date:07/25/2023

  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.

  According to Eddie Tourelle's Northpark Nissan ...it is absolutely normal for your exhaust to smell like AMMONIA! I was told they all do-especially the newer model. I've have already been to Eddie Tourelle's 3 times about this issue and am told "ammomia smell from the exhaust is normal". The service manager called me a few days after my 3rd visit to tell me that he had a brand new vehicle arrive with only 2 miles on it that had a strong smell ammonia just like mine does. And then reminded that is normal and not to worry because my vehicle is in tip top shape

  

  Business Response

  Date: 07/25/2023

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

  On 07/12/2023 we inspected your 2021 ******* Santa Fe: VIN# 5NMS44AL3MH33534. We were unable to duplicate your concerns. We did not smell the ammonia smell coming from your exhaust.
  
  ************** looked over the vehicle for possible causes and checked the ******* portal for any TSBs related to your concern. We did not find any codes stored in the **** At this time we do not see any mechanical issues with your vehicle.
  
  We are always available and willing to correct any defect that *** arise with your Santa Fe. You are still well within the manufacturer's warranty and we will follow their guidelines to correct any warrantable issues you have. Our number one goal is to ensure the safety of your vehicle.
  
  ***********************
  Service Director
  Eddie Tourelle's Northpark *******

  Customer Answer

  Date: 07/31/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  The business response states no one smelled ammonia coming from my exhaust.
  However, the service manager -***********************- told me in person when my vehicle was picked up the last time I brought it to them for inspection.  He ALSO ****** called me the following week to tell me he had a new vehicle fleet come in that had the same exhaust ammonia smell that came from my vehicle.  He said he put his face up to one of the new fleet vehicle exhaust to smell it up close.  He said it indeed smelled like an exhaust.  He even jokingly said...I should never out my face so close and smelled it.  I know have a headache.

  Whether or not the vehicle coded out, it irrelevant.  Who knows....the coding could be wrong.  I mean....it is a computer system.
  
  I want my fuel injection and catalytic converter thoroughly inspected since these are the main caused for an exhaust ammonia smell.  If after doing so, they still say everything is fine...the  I want an official letter stating so

  
  Regards,
  
  ***************************
  
   

  
  

  

  Business Response

  Date: 08/01/2023

  I personally spoke with **************, and I explained to her that while we would write something about the findings and inspection of her vehicle, it ultimately falls on ******* the Manufacturer of the vehicle. If there were to be any issues, this is noted, but Eddie Tourelle's Northpark ******* is indemnified and held harmless for any claims in regards to failure of the vehicle. We are licensed to sell and service ******* vehicles in the ******************, but do not warrant any product. Her vehicle is still under the manufacturer warranty and while we want to fix any issue that *** have arisen or arises in the future, in order to get approval from the Manufacturer to perform warranty repair work, we have to be able to duplicate a problem or send in a faulty part. At this time, both of those things cannot be provided to *******. We are always here to help and have been providing excellent customer service for 20 years now. Please see attached as our Service Manager wrote a statement per the customers request.

  Thanks,

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

• Initial Complaint

  Date:04/14/2023

  Type:Customer Service 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.

  On April 13 2023 I brought my Nissan Rogue in because engine light was on and the air conditioner was not cooling. I was told they would need to do a diagnostic to find the problem.I had bought an extended warranty.It is a gold preferred for 84 months or ****** miles. My car has13,237 miles and is a 2020 ***************** person ********************* pulled up the code for the repair and it said not covered. Why is this so? A car with this low mileage should not have this issue. I bought this vehicle as it seemed to have good ratings ************ contract received by us does not say extended warranties do not cover this.

  

  Business Response

  Date: 04/14/2023

  *******,

  Firstly, we apologize sincerely for not exceeding your expectations during your recent visit and service on your 2020 Rogue. We value you and your commitment to Northpark Nissan. Above all else, you are part of our Northpark family.

  Because of this, and after careful review of the situation, our Service Director has made the executive decision to refund you for the repair expenses with a $100 warranty deductible applied. We agree that based on the age and mileage of your Rogue this situation could be addressed differently. That's because at Eddie Tourelle's Northpark Nissan we truly value you. We want to serve you for the long haul.

  Thank you again, *******, for allowing us the ability to correct this amicably. And thank you for being part of our Northpark family.

  *********************
  Nissan Owner Loyalty Manager
  Eddie Tourelle's Northpark Nissan
  *********, *********
  **************

  Customer Answer

  Date: 04/17/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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. 
  
  Regards,
  
  *********************

• Initial Complaint

  Date:03/13/2023

  Type:Customer Service 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 have a 2015 Nissan Rogue that has a defective *** transmission. I was not notified about this. Now, Nissan wants to charge me $6,200 to fix the problem when they already settled several class action lawsuits over their defective transmissions. They knew the transmissions were defective and didn't notify consumers and continue to sell lemons. I want a refund and for the repair to be done at no cost to me. I have an old code which shows that the *** transmission has been bad. It's a defective part. Their fault.

  

  Business Response

  Date: 03/13/2023

  Customer has already approved the estimate for the repair work. The mechanical issue of the *** transmission on her 2015 Rogue is a matter between her and Nissan North America, not Eddie Tourelle's Northpark Nissan. This is the first time she has ever attempted to do business with our store. In fact, there is no history of her ever doing business here or at any Nissan dealership anywhere. Her vehicle was eligible for a warranty extension from Nissan to ****** miles or May 2022. The date and mileage have both been exceeded. She has ******* miles on her vehicle.

• Initial Complaint

  Date:01/17/2023

  Type:Customer Service 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.

  It has been absolutely frustrating dealing with the title clerk. Everything went well when purchasing and the salesman was notified of my upcoming travels and out of state registration and said it would be no problem. It has now been almost 2 months. I was told by the salesperson November 28th my tags would be mailed within a week. Fast forward to right before Christmas, I was contacted by ******* (title clerk) who actually hadnt done anything and had paperwork for me to sign. I let her know my temp tag would be expiring and asked what I need to do about it and she ignored my message until December 28 and let me know she didnt have an answer and would get back to me the next week. Its been 2 weeks now since the last communication and my temp tag expires in 4 days. It seems that there is a big miscommunication and your dealership is not being very transparent and/or ******* is very incapable of the job and communicating. I am now in CA (as the salesperson knew I would be) and my temp tag expires in 4 days. I am at an apartment complex and parking is not free and cars must be in good standing and tags not expired or THEY ********. I am now, in 4 days, being put in that situation as I have no new temp tag and no permanent tag. I know you probably dont care as you wont pay to get the car out of the tow lot and its obvious that ******* doesnt care but your business practices is why this situation is happening. I am extremely disgruntled at this point because your team has had well enough time to either get this done, communicate (its obv the communication is not there between the team as well because the sales person was told one thing and I was told something different) or find a solution in the meantime and in 2 months NOTHING HAS HAPPENED. Its obvious you got your sale and no one is in a hurry to do anything. The salesperson has been very responsive and knows of the issues but there is only so much he can do.

  

  Business Response

  Date: 02/07/2023

  Firstly, we sincerely apologize for the frustration you have experienced. Purchasing a new vehicle from Northpark Nissan should be a seamless experience from start to finish. Our staff is trained to work diligently to earn your complete satisfaction. We clearly missed the **** during this part of your new vehicle ownership.

  As our vice president *************************** discussed, it appears your new Nissan's license plate currently at the *** in ********. ******** would not forward that plate to ********** as it was not an ******** address. Their inability or unwillingness to assist complicated the entire process unnecessarily.

  We certainly hope that this matter can be resolved during your return to ******** in coming weeks. Please reach out to ** should you have questions we can assist with. 

  *********************
  Nissan Owner Loyalty Manager
  Eddie Tourelle's Northpark Nissan
  *********, *********
  www.NorthparkNissan.com
  **************