ComplaintsforModern Nissan of Concord

• Initial Complaint

  05/06/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  First issue-- this dealership refuses to honor Nissan Extended protection plans that Nissan *** states are valid at every dealership in the country. Second-- I have had to call Nissan corporate on the service department at this dealership several times. They are never willing to assist or attempt to repair known issues with the vehicle. Everything is deemed normal wear or tear and beyond control. I was approved for a goodwill repair for my vehicle and called them on January 15th to get the cost of the part and requested that the part be ordered. I was told that the part was told in January that the part was $1536.58 plus $300 to install and I was responsible for 20%. I followed up for months because I was never told that the part arrived. I was finally added to the schedule in April and then the dealership refuses to repair my car as agreed stating that they had no idea what I was talking about. ***** then proceeds to forward a portion of an email from the Consumer Affairs specialist that proves this dealership was well aware they were supposed to repair my vehicle and they lied and intentionally refused to do so. I now had to open a new case where ***** is telling them that there is nothing wrong with my car when there is physical tears inside and I have a bumper to bumper gold Nissan warranty up to *******. Do not do business here and do no buy Nissans. They do not honor their warranties and I now have to hire an attorney to get my vehicle repaired and the warranty honored by this delearship.

  Business response

  05/10/2024

  Please see attached business response. 

• Initial Complaint

  01/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My daughter and son in law took my 2017 Nissan Altima to Modern Nissan of Concord on Friday January 12 to have an oil change and tire rotation. My daughter received the car back and drove my car less than two blocks from the dealership and my tires comes off. This could have killed my daughter and son in law. My daughter called me crying so bad I couldnt understand her at first. She proceeds to tell me what happened. I called the dealership and told them what happened. They said they had a tow truck driver who just bought another car in so they would send him to get my car. Meanwhile my son in law walked back to the dealership to make sure they knew their tech almost killed them. The service manager on the paperwork attached said they will work to make the situation right.

  Business response

  01/17/2024

  Please see attached Business Response

• Initial Complaint

  11/14/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  6/17/23car shut off before test driving it cldnt get out of parking lot of Nissan,crunk car back up&test drive for 30mins.tire pressure light came on.Brought info up to **** the sales guy he told me if it happen again bring it back to service ****** also let them check tires.7/1/23 Serviced at Nissan for tire pressure,bulb was out&cigarette lighter did not work.2wks later car start shutting off while driving but was able to crank back up.Called Nissan&was told I couldn't bring it back there I was referred to ***************************.Meantime it was shutting off while driving at least once a wk& then some days it would not start.7/21/23Hendrick ********** said it needed a new crank sensor.I did not have the $721 bc I had just put $2000 down on the car.Took it to a mechanic I brought the part&got it fixed.Drove for Abt 2wks.8/5/23 car started shutting off and sometimes not starting Son had to go back to college.It shut off while getting off exit but crunk back up.8/6 car would not start,finally crunk up later,drove for 2/3 days it continued to not crank some mornings or cut off while driving.Took it to ***************************,fuel pump replaced.Picked car up&it cut off again.***** told to bring back and they could not find anything wrong. 3wks car continued to cut off while driving or not start.9/4/23 Car cut off on campus&when trying to crank it,it goes out of gear&hit pole,so now it's damaged in the back.It gets towed to Leith.9/5/23 I reach back out to Nissan told them the *********** towed from *******.Car cuts off on Nissan service **** multiple times,had to tow it back to the lot.Replaced the crank sensor for the 2nd time&told me to come pick up.Drove for 4days&it cut off again twice,was told to bring back.Cuts off on Nissan again.9/27/23 UCGM@Nissan calls w/attitude offer $5500 for car.told me to get back fixed.what's damaged *** can offer more.9/30/23 got car&it shut off in round about.towed to *****************Its been there for over a month,still shuts off.

  Business response

  11/28/2023

  Please see attached business response.

  Customer response

  12/04/2023

   
  I am rejecting this response because:

  But I'm not satisfied with the response.I was literally sold a lemon.Im not sure where the responder received his information from but it was not the truth. I have not heard from this dealership since maybe the beginning of October after I made a ****** review and ***** the service manager left a message on my voicemail 3 days later.I returned his call the next business day and never received a call back.

  The car was only sent to *************************** dealership because the first time I was told I could not bring the car back,it was sent to **************** in ******* because this was my son first car and it kept breaking down on campus.Last time it broke down I had it towed  to ***********************.Nissan did tow it from ******* at there expensive and tried to repair what had already been repaired I was not charged for any of the service. But the service advisor ***** himself told me they could not figure out what was wrong with the car.*********************** service manager only told me that it was regular maintenance that was coming up and that was not covered with the warranty.Also told me that it would not fix the problem  and gave me the keys back and suggested to have it towed.

  This was my 3rd car from this dealership and I would have thought they would have handled this situation better.My first red flag was when the car cut off in their parking lot to test drive and I should have just left the car.But I was told if it happened again to bring it back to they service department.
  At this point,my next step is to have the news cover this story and then legal action. I'm not sure how to get this to my response. Thanks, ***************

   

  
  

  Business response

  12/08/2023

  We are in contact with this customer, and we are working with her to remedy the repair issues with her vehicle.  I just wanted to provide an update.  The customer also stated that she would reach out to you all and advise.

   

  Thank you!

   

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

• Initial Complaint

  10/18/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  After being reassured from the dealership that the initial sound was not an issue(on 06/19/2023) I am baffled by these findings. I am a certified aircraft mechanic and spent extra money to not deal with car maintenance when am off. Yesterday I spent a good part of the day doing my tire rotation on my own because I needed to put eyes on the work that was done on my front left wheel and check my suspension and brakes because what had started with a slight humming developed into a violent vibration when braking. What I found was very concerning, the technician never tightened the screws that secured the rotors to the hub(see pictures), which in turn allowed the rotors to have axial play for the last 3 months, leading to a warped rotor. The other 3 rotors did not show signs of warping, which further concludes that the loose screws lead to this dangerous problem. I have pictures and video of this and will be contacting them tomorrow and will provide an update as to the way in which they respond to this, let's see if they do the right thing.

  Business response

  10/19/2023

  We have resolved the above referenced complaint with the customer.

  Thank you!

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

  Customer response

  10/23/2023

  To Whom it may ************************ I would like to commend the mechanic that corrected the issue that I have described, there are no more vibrations!

  
  Unpacking other aspects and observations of the service appointment, I find it necessary to be very blunt and honest about how the standard of customer service and accountability was missed. I would like to address the manager as he is at the first level of upholding a culture of accountability and respect. I spent an entire 2 hours at the dealership without any communication regarding the reconciliation of the matter or acknowledgement from management, once again I left very disappointed with the level of professionalism. As a customer and professional, I think that it is important to highlight the fact that customer service and treating people with respect from day one equals longevity and revenue stability. If this organization stays the course with this culture lacking accountability and integrity, you should not be surprised if you are sued because that is what unchecked negligence will result in.

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

  
  

• Initial Complaint

  08/24/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchase my car back in 2021 (brand new) and I had to take my car back to dealership because of first hearing noise from my car, and oil change on 9/9/21 at the concord Nissan location. 2nd issues was on 5/27/22, When I was still hearing the squeaking noise and now my coolant was leaking. 3rd time was on 8/10/22, when all my lights started flashing and my car wouldnt crank up, had to get a brand new battery at the Salisbury Nissan location. 4th time is on 8/15/22, I was still hearing the squeaking noises from my car, my parking sensor was going off when nothing was around, my rear belly was retractor properly(still not fixed) and two of the Service Advises heard the noise too but since they wasnt service tech, they stated they couldnt do anything about it and this was at the Salisbury Nissan location. 5th time was on 2/13/23, cause of front crash light coming on, hearing the noise from the rear and my steering wheel cut my finger was at the Salisbury Nissan location. 6th time was on 2/23/23, still hearing the noise from the rear of car. 7th time, My windshield randomly cracked which was determined it was a stress fracture from no fact of my own (fixed on 6/16/23) and still hearing the noises from the rear of my car this was on 6/3/23 and 6/16/23 at the Nissan of Concord location. Last time going to the dealership was on 8/11/23 with the same issues hearing noises from my car. I have other issues with this car that hasnt even been documented. I have tried to get something worked out with the service managers at both locations. I reached out to Nissan Affairs about my issues on three separate occasions. I havent been able to enjoy my vehicle since driving it off the lot. My last problem that I have with the Modern Nissan is I was lied too about my vehicle about the mileage and the model of the vehicle. I should have read my papers in details before signing. My resolution is they buy my car back and how much I have paid into the car.

  Business response

  08/31/2023

  Please see attached business response. 

  Customer response

  08/31/2023

   
  I am rejecting this response because:

  I have had numerous of issues with this vehicle. I have sent all the invoices showing how many times I have taken my car to the dealership.

   

  
  

  Business response

  09/01/2023

  her recourse lies with the manufacturer of the vehicle, Nissan North America.  Based on the customers initial complaint, she has opened a file with them and that is her *********** moving forward.

   

  We wish her the best.

   

   

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

• Initial Complaint

  11/14/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  the transmission has went out on my 2018 ************** when reading about this from lots of other customer reviews regarding this same car ******* is aware that the transmission goes out after 100k. its sad to see that ******* will not help they customers knowing this is a issue still financing this car

  Business response

  11/21/2022

  All of us at Modern sympathize with ********************** situation.  Unfortunately, her vehicle has been driven over the allotted mileage for her transmission to be covered under warranty.  Any exception that could be made must be approved by the manufacturer of her vehicle, Nissan North America.  ******************** would be best served to make her complaint regarding her vehicle to Nissan North America.

   

  Thank you for bringing Ms. ********* concerns to my attention.

   

  Regards,

   

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

  General Counsel | Director of Compliance

• Initial Complaint

  01/04/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased my car from Modern Nissan of Concord six months ago, and during this time was offered a maintenance warranty. I declined, but the salesman ****** continued to lower the price of the warranty and add in extras. Perhaps foolishly, I gave in. The warranty states I receive a number of free oil changes/tire rotations from Nissan, and these can be used at any licensed automotive shop. I would receive the service, and Nissan would pay the shop. This sounded perfect to me, as I did not want to drive all the way to a dealership and wait. That brings us to now, when my car is due for an oil change and tire rotation. I realized I did not have a copy of the maintenance warranty, and had to call Nissan 4 times just to have a copy sent to me. Even more frustrating, I don't think they sent me the entire thing. I called around to local 6 different shops (from ********* places to chains) and no one would accept Nissan's maintenance plan. They all told me they had never heard of it or they refused to take the plan as the delayed payment from Nissan was not good for business. I called Nissan back and asked to speak with ******, and left him several voicemails. I finally spoke to one person who insisted every licensed shop would take this warranty, and I must be explaining it wrong. I asked them to call the shop and explain it. ****** called me back and advised me to call the company who owns the warranty and see who they recommend. I did, and they told me they cannot recommend anyone and to call different shops and ask if they'll accept it - the issue I had in the first place. I emailed and left voicemails again with no response. Today I called Nissan asking them to find me a local shop who accepts this plan or to refund me, and they told me they don't have time to help me and just to go to a dealership. I am disappointed and frustrated beyond belief that I was sold something that I cant even use. They work very hard to sell you a car but dont care what happens after.

  Business response

  01/06/2022

  Good morning.  The maintenance warranty that is referred to by the customer has been purchased thousands of times by Modern Automotive customers with no issues from reputable service shops.  The shops simply call the phone number on the warranty paperwork and will then be given a credit card number to receive payment.  We have tried to explain this to the customer.  If the customer will allow, we will be happy to call her and go over this process again in detail.  Thank you.

  Customer response

  01/06/2022

   
  Complaint: 16426819
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***********************

  Business response

  01/07/2022

  If the customer wishes, we will be happy to cancel the warranty for her.  This is the process: 

  1.  We cancel the warranty and by doing so notification is sent to the bank where the customer received the loan for her vehicle.
  2.  ******** will then subtract the amount of the warranty from the amount due for the vehicle.
  3.  The customer will not be issued a separate check. The refund comes off the loan balance.
  

  Please have the customer call us if that is what she prefers.

• Initial Complaint

  01/04/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  My Car was checked by the service department for a diagnosis on Oct 30 , 2021 . and they confirmed me that the problem of the noise in my car was coming from both front struts , for which I was notified by the service advisor ; ******************* . that the front struts had to be replaced to eliminate the problem of noise , I accepted the repair , trusting in the diagnosis they had given me to repair my car with a lot of financial sacrifice for the initial repair , I paid $ ****** and then the third time I arrived with my car for the same issue they charged me a differential of $209.29 telling me they had to install the factory struts to resolve the problem . Today my car continues with the same noise after *********** that I have taken it again , for the same problem without finding a solution in Modern Nissan Of Concord service department . I require my money back to be able to repair it , and feel safe on the road . With nothing else to refer to , I say goodbye hoping for a soon solution to my problem.

  Business response

  01/06/2022

  The customer's issue was originally quoted at another dealership and then brought to us for a second quote.  At both dealerships he was told the struts were the cause of a noise he was concerned about.  We were able to offer aftermarket parts to fix the struts which were a lower price than the manufacturer's parts.  At that time, he was told that aftermarket parts do not always correct noises.  Unfortunately, the noise continued.  We then put the manufacturer's parts on and charged the customer the difference of the aftermarket and manufacturer's price less a discount.  Unfortunately, he has not contacted us about the noise continuing.  If he will bring his vehicle back to our service department, we will be happy to look at it again and try to determine what might be causing the continuation of the problem.  Thank you.

  Customer response

  01/10/2022

   
  Complaint: 16425389
  
  I am rejecting this response because:
  
  Sincerely,
  
  ****** ************************************ (Service Advisor) Guaranteed me from the beginning a job that my car would be well repaired , after giving me his final diagnosis and and guaranteeing me with or without manufacturing struts a solution to the problem of my car , I as a client I take my car to the dealer for a job of quality and guaranteed ,  but as a client that has not been my experience ,  the noise still persist even with the original Nissan struts after the third time I took my car back to the dealer and they had it for about 15 days in the service department for the same matter , I really as a customer put my trust in my advisor and the dealer reputation for the repair of my car , and it was not my experience . I think a fourth time for the same matter does not make sense , My Family and Myself we currently feel unsafe driving this car under these mechanical conditions .

  Business response

  01/11/2022

  For goodwill to the customer, a reimbursement is in process.  This has been communicated with the customer.  Thank you.

  Customer response

  01/12/2022

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

*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. ↩