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:06/14/2025

  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.

  The first incident occurred went to Nissan Passport of Marlow Heights on about June 02, 2025 for an oil change and tires rotation. What happened they charged me for all but didnt do the tires rotation. ****** look at the video and It shows the technician didnt do the tires rotation. Second incident on June 13, 2025 was charged close to $800.00 on the website of Nissian the price for the parts was $442.00. The issue with the vehicle was the computer was not responding to the air conditioning system. At first they quoted $1450 for what $550 for labor I informed them no. When I returned they quoted $1150. Remember online part prices is $442 they didnt want to negotiate had the nerve for me to go to the parts department and speak to the manager there. Im requesting for Nissan Passport to refund me the difference of the part advertised on the Nissian website. Why claim to me that you are a separate business from ******* online website. In which the parts are for consumers to purchase online only Nissan products.

  Customer Answer

  Date: 06/18/2025

  Hello on June 14, 2025. I filed a complaint against Passport Nissan, located on ***********************************. Im requesting to rescind my complaint with Passport Nissan. I received a reference number some how it deleted. Spoke to the General Manager and we can to a resolution. Thank you in this matter.

  
  

• Initial Complaint

  Date:03/10/2023

  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 car was towed to Nissan on 2/8/2023 after the alternator was replaced on 1/19/2023 for $1,133.77, since then my car has been towed to Nissan three additional times with no clear explanation as to what is wrong with my vehicle after consistently breaking down. The alternator was replaced a second time on 2/15/2023, it was then towed to another repair shop on 2/25/2023 in which they stated it was the alternator (receipt date 2/28/2023, amount $50). My car was then towed to Nissan from this repair shop, I have been without transportation for more than a month and Nissan has failed to properly diagnose my car or supply a refund so I can take my car to another repair shop outside of Nissan to get fixed.Every time my car is towed to Nissan it sits for more than a week, the last tow date was 3/3/2023 and it's currently still sitting at Nissan. On 2/28/2023 I was given a loaner vehicle for two days but was told they could not continue to supply the loaner vehicle while testing and trying to figure out the problem.

  Business Response

  Date: 03/29/2023

  We are sorry to hear ****************** was not satisfied with her recent service visit. We did replace three alternators on the vehicle. The first replacement, ****************** paid for, but the rest of the replacements were completed under warranty. Nissan and Passport paid for the towing, and the client was put in a rental at dealership expense. The second alternator unfortunately had a premature part failure, which caused the need to replace it. Due to these reasons, we cannot refund the customer for the first alternator replacement as the other alternators were replaced under warranty. The last alternator that was replaced was successful, and ****************** now has her car.

• Initial Complaint

  Date:02/13/2023

  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.

  On February 11, 2023, at 0900, I called Passport Nissan to schedule an appointment for service because my car was making a popping sound. I explained this to the representative on the phone and she said something to the effect of "great news! we have an appointment available as soon as Monday." I asked for the latest appointment, and I was given the time of 1645. Some moments later, I received a text message confirming my appointment 1645. I arrived at the dealership at 1645 on Monday, February 13, 2023. When I arrived, the representative at the front counter advised that it was too late for me to bring my car in and that I could not have my car looked at. I explained that this was the appointment that was given to me over the phone. The representative essentially stated that it was too bad for me and they would not look at my car. The representative advised that I could leave my car there, or come back and drop it off in the morning. I asked if I could speak to someone else, and the representative directed me to an assistant manager - ****** ******* - who did not offer any assistance or a solution to my problem. Both representatives had no concern for my safety (advising me to drive my car back in the morning to be dropped off, even though it was making a popping sound) and both representatives were not accountable for the inconvenience Nissan Passport caused me by making an appointment that they could not commit to. I asked to speak with the manager, and ****** ******* provided me with a general number to the store where I am forced to listen to an automated system. I asked for an email for the manger, and ****** ******* provided me with an email of "*****@passportauto.com" - a clearly fictitious email. I received an "undeliverable" message when I attempted to send the email, and I could see that the email addresses for this dealership include both the first name and the last name. This was an extremely frustrating experience.

  Business Response

  Date: 02/27/2023

  We are very sorry for the inconvenience this has caused ******************. Passport Auto Group has been serving the *** for over 3 decades and customer service is our top priority. Our Service Manager, *****, called ****************** to personally apologize. We have shared her feedback with our team to improve our communication, and we would like to offer ****************** a $50 service credit for this inconvenience. If ****************** would like to use this credit, she should reach out to ***** directly at ************.
  

• Initial Complaint

  Date:10/25/2022

  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 car was stolen so I filed an insurance claim but it was recovered a couple days later damaged and without the key so the insurance company advised me I need to decide which dealer or body shop to get it towed so the damages can be examined and a new key be cut so I found Passport Nissan and Fwd the information to the insurance company so the vehicle was towed there So I called on 10/25/2022 Spoke with Sharon S****** and asked did they start working on the vehicle she stated “No” so I then asked was the key made she said “yes” So I informed I had an emergency and I’m willing to pay cost of the key replacement and she was like let me place you on hold so I can get the amount that would be due if you were to pick up the vehicle so I was like ok I waited on hold so she told me if would be $3500 so I told her that’s ridiculous because she quoted the insurance company $6000 to repair so I asked if the break down of the $6000 was including storage and she stated no so I’m like why would I be charged more than half the amount of the repair she didn’t have an answer. That’s unfair business practices and highway robbery I just had vehicle stolen with everything inside but then you guys turnaround and try to rob me basically saying if I don’t pay that amount I won’t get my vehicle that’s absurd

  Business Response

  Date: 11/15/2022

  We are sorry to hear about ***. ********’s situation, and we understand her frustration. We apologize for the miscommunication. We have reached out to ******************** and left a voicemail on her phone. To discuss buying back her car, ******************** should reach out directly to her insurance ******* ****** so they can assist her with this matter as that is the correct protocol.

• Initial Complaint

  Date:09/15/2022

  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 scheduled an appointment due to a ***** and ***** fault on my 2009 Nissan ****. During the call, I informed the telephone rep of the codes and that my car was stalling that the codes indicated mass air flow and accelerator pedal sensor issues and that my check engine light was intermittent. The technician called and showed a printout of a reading of low voltage and advised that I needed a battery. I told him that I recently replaced the battery about a year ago. He insisted that low voltage could affect the sensors and stop stalling even after I mentioned the codes. He replaced the battery and disregarded the sensor issue and MAF code that I told him about, saying once I have good voltage everything would be fixed. The next morning the check engine light came on again and my car started stalling which is something that hasn't happened in a while. I came back to the shop and talked with angaletia upshur, the initial rep and she referred me to a manager. The manager immediately tried to defend the technician stating that he probably said they would "start with the battery". Then continue to troubleshoot after I reschedule and pay more money. This is unsatisfactory as I didn't need a battery and also later found that they offered the same solution to another customer who was there the same day, stating low voltage and they needed a battery. That customer was ****** ************************* ************. I just wanted to make known the deceptive practices being done by the service department to gouge customers. My reason for bringing in my car was to make sure it was reliable for work due to a new job I am starting. I didn't have $430 to waste on a service that I didn't need, furthermore an overpriced battery. I will place this charge in dispute with my credit card company until there is a resolution.

  Business Response

  Date: 09/26/2022

  We are sorry to hear ************ was not satisfied with his visit. We understand repairs can be frustrating and sometimes costly, but we never intend to mislead a client. When the technician performed the inspection, they found his vehicle had multiple low voltage with passed code. We had to first address the low voltage and could not bypass fixing the battery in order to move forward servicing **. *******’s car. Once we replaced his battery, we were not able to duplicate any of his concerns. We have attached the test sheet showing all low voltage codes.

• Initial Complaint

  Date:09/01/2022

  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 recently purchased a car from this dealership on February 2, 2022. And as of now. I continue to report and bring my car back here sense February 2, 2023. With multiple problems. First start with. Incorrect VIN. And than Car was purchased from NJ that this Dealership purchased the car from. So once I have been driving and driving. They than Decide to tell me that my car hasn't been MD Inspected. It has been problems after problems. And I fill as though as a paying customer I shouldn't have to go through this. And I think something fishy is going on with this Vehicle and they really aren't tell us the truth. I need and investigation to be done on this Dealership.

  Business Response

  Date: 09/16/2022

  Our team met with ********************************* on September 15, 2022 to assess the vehicle. We offered to purchase the vehicle over market value. If ******************** would like to keep the vehicle, we also offered to pay 100% of the service cost for any needed repairs.