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:07/10/2025

  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.

  My complaint is in relation to my recent purchase of a Nissan vehicle specifically the 2025 Nissan Rogue from Bertera Nissan (the dealership) on June 23, 2025. I have had a slew of problems in the sales process. After signing the purchase agreement, the delivery of the car was delayed because of several problems as mentioned below:1. They informed me that they lost one of the car keys during the process of stocking the car in their inventory and hence wanted me to bring over the second key so that they could move the car around to get detailing and inspection done. This delayed the process by a couple of days. I have followed up several times in the last 2 weeks for the second key, but they have not been able to deliver it. They keep saying they are trying. Making a duplicate car key only takes a couple of hours. The dealership seems to have no interest in completing the delivery.2. They promised a delivery on June 28th but on the day when I called, they told me the equipment required for state inspection was broken and the inspector had left so that delayed the delivery for another 3 days.3. Nissan offers complimentary Maintenance Care warranty for the first 24 months/24000 miles since purchase. The offer was advertised on the vehicle and is advertised on all vehicles at the dealership. But the dealership is unwilling to offer it.I have raised the issue with Nissan Consumer Affairs but they tell me that the dealerships are independently operated and therefore they as a manufacturer cannot help. I find this strange that dealerships can conduct malpractice in the manufacturers name but Nissan isnt worried about their brand reputation. Names of Sales persons involved in this deal were Vin, Brandon ***** and Bryan ******.I would like the dealership or the brand to hand me the second key, honor the complimentary maintenance package and any additional compensation for the lost time. All relevant documents are attached.

  Business Response

  Date: 07/15/2025

  The dealership has been in contact with the customer and resolved this matter.

  Customer Answer

  Date: 07/21/2025

  
  Complaint: ********
  
  I am rejecting this response because:

  One out of the two issues has been resolved. I have the second car key and fob which was arranged by the dealership. 
  

  The second issue still remains unresolved.  I was told by the dealership to contact Nissan Consumer Affairs for the new car Maintenance Warranty of 24 months/24000 miles. I was able to speak to a customer service rep and they told me that the warranty is between the dealership and me. 

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

  Business Response

  Date: 07/28/2025

  The Nissan Maintenance Care Service Program is being completely offered, advertised, and facilitated by Nissan ********************************  We were originally told by Nissan Corporate that the vehicle that was purchased was not eligible for the Nissan Maintenance Care Service Program because it was not listed on the window sticker - there was no other information provided regarding specifics on why this particular vehicle did not qualify.  We reached out to Nissan ****************** to speak to them on your behalf regarding this situation and we are pleased to let you know that they have since changed their initial decision and will be offering you the Nissan Maintenance Care Service Program free of charge.

  We apologize for any inconvenience this has caused.  Please let us know if we can be of any further assistance, we will be happy to try to help!

  Business Response

  Date: 07/28/2025

  We have been in contact with the consumer and the manufacturer and have resolved this matter.

  Customer Answer

  Date: 07/29/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********. I can confirm that the issue with the warranty has been resolved. I have a signed copy of the complimentary maintenance warranty from the dealer in my possession.  
  

  Thanks for resolving the issue. 
  
  Sincerely,
  
  ******** ***

• Initial Complaint

  Date:06/23/2025

  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 purchased a vehicle at Bertera Nissan which included a warranty. My vehicle battery died and had to be jumped by *** twice. Bertera is saying my vehicle does not need a new battery and is requiring me to purchase a new battery.

  Business Response

  Date: 06/30/2025

  In order to replace a battery under the manufacturer's warranty, the dealer is required to run a test to ascertain that the battery is not performing within guidelines.  The dealership ran this test on the battery and the battery specs were within the manufacturer's guidelines.  Nissan therefore will not cover this battery under warranty.  The customer may contact ********************** Corp directly at ************.

• Initial Complaint

  Date:06/17/2025

  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 bought my car there in 2023. When I traded it in I contacted Chad in the finance department several times about canceling my gap insurance and warranty. He did not return my many messages or reach out after the sales person where I traded in my car reached out to him personally either. I also left messages for Vin who didn’t return my call either. It took me driving down there and telling them I wasn’t going to leave until I talked to someone to get vin to come over and talk to me. We went over what was needed to be done and he assured me it would be all set the following Wednesday I called on Thursday and he said it still wasn’t all set and he would call me back on Friday. He did not call me back. I drove there again and he shook my hand and promised me he would have a check by 4pm that day. He then called me at 350pm and told me that he was not able to complete it and would have it Monday after him and Chad called the warranty company on Saturday. Now it’s Monday and I didn’t hear from Vin. I called at 1:30pm and was told he had stepped out and would call me back. He never called me back. My husband called at 5pm and got Vin on the phone. He still does not have a check for me and then tried to tell me that they are doing me a favor by even cutting me a check. I then spoke to Chad who is useless as tits on a bull. He was rude and didn’t give two craps about how terrible their customer service is and tried to tell me that the accounting department has left for the day so there is nothing they can do. Not once did he apologize for this awful experience.

  Business Response

  Date: 06/25/2025

  The service contract has been cancelled as per the customer’s request and she has received her refund check. The GAP has also been cancelled and the customer will be receiving a refund check from the bank.

• Initial Complaint

  Date:07/26/2023

  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 brought an SUV in December the salesman advised me to purchase extra coverage, on May 9th I went back to the car dealer for fundamental oils changes, came home car started leaking, I called several times to make an appointment on May 10th they checked my car, and found out they left a cap and opened the last time I was there, after a few days my engine light keep coming up on the dashboard, I was worried sick, I went there yesterday for them to check the engine light why it keeps showing up, they supposed to give me a rental because I have coverage for that, the manager told he doesn't have a rental, to me it doesn't make any sense. the worst part is they send you a stupid video to show they are good but they are full of it I don't think they know what they are doing, very bad customer service

  Customer Answer

  Date: 07/26/2023

  They refused to give a rental 

  I purchased extra coverage for something like I dont understand 

  a brand new car 2023 still having problems 

  failed to fully to check the car 

  Customer Answer

  Date: 07/27/2023

  BBB spoke directly with the consumer to clarify their desired resolution.  The consumer indicated that she has rental coverage and when she dropped the vehicle off they told her they do not have a rental car to give her - she had to take an Uber home and is seeking a refund of $22 for the uber ride due to the business not providing her a rental.

  Business Response

  Date: 08/01/2023

  We have been in contact with the customer regarding this matter and it has been resolved.

• Initial Complaint

  Date:04/03/2023

  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 agreed to finance a 3rd party warranty for $1830 along with my 2018 Nissan Rogue 6/4/21 I was involved in an auto accident 3/16/23 &was advised by my lienholder to reach out to Bertera to cancel my warranty &have anything unearned credited back to my loan When I called 3/21/23 I was advised they do not do that I waited until I received my total loss letter and brought it to the dealership He mentioned my warranty only was to 75k miles so the refund would be small. I voiced my concern that the person in finance Vinny who sold me the warranty advised me 75k miles or 5 years based on the milage I was purchasing the vehicle He also refused to supply the contract I signed / terms and conditions of the warranty as he claimed he did not have to that information nor could he explain the warranty I purchased I reached out to Zurich and obtained the contract &was advised the warranty I purchased was specifically for new vehicles not pre owned. The warranty I purchased started at 0 miles although I purchased close to 38k When requesting through the dealership the refund for their mistake/deceptive behavior I have gone back &forth for 2 weeks now and was only refunded $180 for unearned premium 70k when vehicle was totaled to 75k when warranty ended I was offered another $300 but got the finance manager Anir to settle for $500 but would have to sign an NDA and its still not the amount of money for $0-38k miles. I was advised if I sent info to BBB that it wouldnt work out in my favor essentially meaning that I would lose the opportunity for the $500 which almost scared me into not filing a complaint I decided to not accept the $500 & sign the NDA I believe that putting the odometer at 0 miles and selling a new car warranty was dishonest I also believe asking me to sign an NDA for $500 ¬ allowing me to leave an honest consumer review or request assistance is unethical Zurich advised me what they did was not right &that they can request an exception they are just unwilling

  Business Response

  Date: 04/06/2023

  The customer purchased a pre-owned 2018 Nissan along with an extended service contract.  As the contract clearly states, the term was for 84 months or 75,000 miles beginning from the original in service date of 5/7/18 and zero miles.  The prorated refund at the time of cancellation was $180.  As a customer goodwill gesture we offered an additional $500, for a total of $680, in exchange for a full release which the dealer rescinded after the customer declined the goodwill offer.

  Customer Answer

  Date: 04/10/2023

  
  Complaint: ********
  
  

  I am rejecting this response because: After I filed my initial complaint I found and you will find attached the vehicle service contract. As I explained I don't remember agreeing to such stipulations as the warranty I signed and I was advised of was 84 months and 75k Miles expiration date of 5/7/2025 which ever comes first. I have continued to let Anir lie and gaslight me. After further review of the original document found in my glovebox the purchasers signature is clearly not mine. As you can see on the sales purchase agreement what my signature is I also have paperwork from my 2019 lease vehicle from Bertera and same Finance Director  Vinny R to prove my signature is consistent. This is extremely alarming. As I mentioned I was never provided information that my vehicle was covered by a Nissan Manufacturer Certified preowned 7 year/ 100k miles this was clearly tactic to get me to agree to adding a warranty the document I found in my glove box is NOT the document I signed it seems to be forged. What I believe may have happened here is that the finance manager wrote a dupe warranty to satisfy me and I signed. They put all of my signed paperwork together and tossed it in the glovebox I picked up the vehicle after it was registered and details and did not think to go through documents I had already signed. This would explain why I was asked to sign an NDA. I also attached the text from me to Anir on 3/30/23 which he read that day and never responded. I also am unable to attach the saved voicemail i have left by Aniron 4/3 mentioning that he had the "letter" aka NDA and the check ready. I called him back and reiterated my texts. It was just last night when I realized the signature on the document is not mine. I also want to mention that I was advised Vinny R. the Finance Director at Bertera Nissan for 15+ years is no longer with the company, neither is the sales manager Mike and sales person Dave A which is quite suspicious and should be looked into because I feel like my issue may be connected to a much bigger issue that Bertera is fully aware of and denying. I now am looking for the entire amount of the warranty back $1830 due to the blatant forgery. Sincerely, ***************************

  Business Response

  Date: 04/14/2023

  We have been in contact with the customer and have resolved this matter.

  Customer Answer

  Date: 04/14/2023

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

• Initial Complaint

  Date:02/13/2023

  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.

  2016 Jeep Wrangler purchased from Bertera Nissan. Contract for trade-in payoff stated $13,500. Dealership funding request & 5-day payoff of $13,400.54 sent via email to Michael M, Sales Manager, on 1/20. Bertera Nissan submitted incorrect information to my bank delaying funding by 2 days. They then submitted the insurance drive packet wrong TWICE delaying RTA TWICE. Their ad listed 1-year SiriusXM free. They only added 3-months. Michael said he'd "cut a check for difference" yet to be received. Why couldn't they add an additional 9-months of SiriusXM instead? Service was supposed to be done on vehicle for stalling. They sent a service video that wasn't even my car. Car picked up on 1/31. On 2/1 resent specific details on trade-in payoff asking for check number, tracking. Request ignored. My bank on trade in advised me to make a payment on vehicle no longer owned on 2/1 in the amount of $380.24 since all trust was absolutely lost for this establishment. I wasn't leaving my credit in their hands too. On 2/4, new vehicle leaking oil from front left axle. Sales associate Steve told me to "bring it in 2/6 @ 9:15a" when it's convenient for him. Texted Michael, no response. 2/5 texted Michael on personal cell. Unsafe to drive after owning for 4 days. Tells us to use extended warranty for tow. Was rude/insulting suggesting I falsified information on condition of trade in. Brought me to tears with his t** for tat attitude. Vehicle towed on 2/5 at own expense. Michael replied to an email from my husband on 2/6 still ignoring request for trade in pay off status answering all other questions. 2/7 trade in paid off at $13,040.22 NOT as agreed upon!!! Never communicated with us while vehicle was in service for 4 full days. Vehicle ready for pick up 4:35p on 2/9 to include inspection sticker & registration per Shaun.. Picked up 7:15a on 2/10. At 10:15a call to Shaun because they forgot the inspection sticker & registration.  Had to go back again. Completely taken advantage of as a woman. Email sent to GM on 2/8 & 2/10 - no reply from Steve B either. Seeking $380.24+$50 tow+9 months SiriusXM.

  Business Response

  Date: 02/17/2023

  We have been in contact with the consumer and this issue has been resolved.

  Customer Answer

  Date: 02/17/2023

   
  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

  Date:02/02/2023

  Type:Sales and Advertising 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.

  Bertera Nissan keeps sending promotional mail to my job. I have requested they stop several times by chat, phone and in person. I still get mail. Please stop sending me mail. I do not want any communication.

  Business Response

  Date: 02/07/2023

  The consumer has been removed from Bertera mailing list.

  Customer Answer

  Date: 02/08/2023

  
  
  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. Hopefully I will no longer receive mail.
  
  
  
  Sincerely,
  
  
  
  ***** *****