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:07/19/2025

  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.

  I recently purchased a used car from *** at Nucar. I haven't even made my first payment on yet ....I took it to my mechanic to get the state inspection done it is then I learned that the car had an open recall that I was not told about previously. So I called plant ***** in Tilton Nh as that is the closest dealer to my house to get it fixed. I was then told that the vehicle was originally from ******* as they couldn't find the vin number in their data base and that they couldn't fix the recall due to that fact. I was then advised to call ***** to see what I could do. ***** told me I need to get a compliance letter to have it fixed in the *** which I can't get without a Canadian drivers license. This information was NOT disclosed to me prior to purchasing the vehicle as I would have never spent ****** on a used car that I can't get fixed in the ***. I then called Nucar and talked to *** and he stated he had never heard of the information that ***** was tell me and that ***** needed to fix it. I have called ***** several times and got the same answer. Today I went to Nucar in Tilton to talk to them in person.. I spoke with *** again with no different outcome. I then asked to speak to a manager and was told it would be an hour wait due to the fact they were busy... I told him that was fine and I would wait ...not even 5 minutes later he came to get me to speak with his manager. this guy was VERY unprofessional he didn't even introduce himself he just sat in his chair like we were bothering him..I was told by him that maybe id be able to get my recall fixed at his ***** dealer which is all fine but what happens in the future when I get another recall I have to search around for a ***** dealer that will do it??? He didn't even apologize to me once for my inconvenience.. I got the impression that he sold me the car and now it my problem.. I feel that the should not have sold me car that I can't fix in the ***....this is ridiculous. I want a different car or my car back

  Business Response

  Date: 07/21/2025

  I have reached out to ****** on 7/21/2025 at 11:55 am with a phone call that went to voicemail, and I sent a follow up text to call me when she frees up.  Also, our pre-owned director also reached out earlier this monring prior to this case being filed.  I am confident we will resolve this issue and looking forward to hearing back from ****** for resolution.

  Business Response

  Date: 07/24/2025

  BBB Case ID ********
  
  
  We met with ****** ******** on 7/24/2025 at 9:00am.  ******** requested that Nucar, take back the 2017 Honda Pilot that she purchased on 6/21/2025.  Nucar, willingly purchased back the pilot at no expense to ******.  This satisfied ******** complaint and fulfilled her request.  She left here happy with the outcome, and would like to close the case as resolved.

  Customer Answer

  Date: 07/24/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, I have been in contact with Nucar Tilton and after some back and forth they  decided to buy my car back. Although I still feel this could have been handle better and disclosed to me at the point purchase. I am glad to be out of the vehicle at no cost to me. I just hope they dont do this to another customer in the future and be up front with all known information to the customers. 
  
  Sincerely,
  
  ****** S ********

• Initial Complaint

  Date:12/09/2024

  Type:Product 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.

  Date of the transaction: 11/11/2024.Nature of the dispute: I had a winter tire changeover performed by Nucar of Tilton, NH. When I got home later that evening I noticed (via my work order / receipt) that I was charged the sum of $20.00 for the disposal of my factory tires that came with my new vehicle. I clearly stated to the service advisor (****** *****) that I would like my factory tires bagged up and returned to me in the back of my vehicle. That request was understood, listed on my work order / receipt, and followed through by the tech whom performed the winter tire changeover. I sent a friendly email to (****** *****) later that evening regarding a refund of the $20.00 which I was wrongfully charged within the final transaction. After 48 hours had passed still no response from (****** *****) regarding a resolution to my request? On 11/13/2024 (following work) I drove to Nucar of Tilton, NH where I met with (****** *****) face to face regarding the $20.00 that was charged wrongfully. I was friendly, I presented him with the official copy of my work order / receipt, he looked it over and saw that it was stated that I was to have my factory tires returned inside my vehicle, he then apologized. The advisor next to him took charge by saying that "I have two options" I can have that $20.00 added to "my credit" or have it mailed to me via a check from the dealership. He said that the check may take "a week and a half" to reach me, but it will be sent. It's been 3 weeks now, still no check, and still no correspondence from either advisor? Resolution I am seeking: I am simply seeking a refund of $20.00 of which I was charged for "DISPOSE OF CUSTOMER SUPPLIED TIRES" that never happened.

  Customer Answer

  Date: 12/09/2024

  Hello, BBB.  Firstly, thank you so much for having my back in this case, and acting as my advocate regarding my complaint with NUCAR Auto Mall of Tilton, NH.  As of today (12/09/2024) I was notified by NUCAR Auto Mall of Tilton, ** via a telephone voice message that they have indeed refunded me the $20.00 that I was owed via my checking account using the debit card that I used for the original transaction.  I confirmed this evening that their refund was indeed accurate via my bank statement.  I request (effective immediately) that this case be closed because a positive resolution has been achieved.  Again, BBB I would like to extend a big thank you on my behalf (as a consumer) for all of your positive efforts in this matter.  GOD Bless You ALL.

  Business Response

  Date: 12/10/2024

  Thank you for reaching out and bringing this matter to our attention. We truly value your feedback and the opportunity to address your concerns.
  On November 21, 2024, at 8:55 AM, we issued a $20.00 refund to your credit card. We sincerely apologize for not communicating this to you sooner. Please rest assured that this oversight was not intentional, and we are taking steps to ensure better communication moving forward.
  To make up for any inconvenience caused, we have also applied a $30.00 credit to your account, which you may use at any time in our ******************* We hope this gesture helps to demonstrate our commitment to making things right.
  If you do not see the credit on your card or have any other concerns, please do not hesitate to contact us. We are here to assist in any way we can.
  Thank you for your patience and understanding. We truly appreciate your business and hope to have the opportunity to serve you again.
  

  Customer Answer

  Date: 12/11/2024

   
  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:12/02/2024

  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.

  The engine of my 2020 Jeep Renegade seized.. The ***** extended warranty I purchased refuses to pay for it saying its my fault the engine seized. Not even a month before it seized my jeep was in the shop at NuCar getting the airbag recall done, the water pump replaced and the sway bar links replaced. The email they sent me said that ALL fluids were topped off, a 21 point inspection and diagnostics was done and nothing was wrong with the jeep. It did say they got lubricant on the serpentine belt and it was squeaking but not to worry about it. And they said NO lights were on. After the engine seized they UNSENT that email and the paper one disappeared from my Jeep and a NEW receipt saying low oil was a problem but seemed okay. Not to mention the day I took the Jeep for a test drive in July of 2020 we were hit on the driver side front panel by another car and was told that I had to have THAT Jeep cause its the ONLY one with rebates on it and had to ***** a month for them to fix it. No one called us about the accident or asked us if we were okay. But the salesman who was in the back seat went to the Hospitol and claimed back problems. Numerous things have gone wrong with the jeep that shouldnt have being its age including the tie rods. They said they had to do a break down of the engine to see what the problem was. NuCar told me that they told the warranty that it wasnt our fault or theirs. But the inspector told me that I had to pay the $1900 for the breakdown cause it was my fault, NuCar quoted me ***** for a new engine. I told them I dont have that kind $. Ive spent over ***** In rentals so I could get to and from work and Im broke. They have had my Jeep since November 14th and have not called me to figure out my options. I dont want the Jeep anymore because its only four years old, is gonna cost me ****** to get back and I still owe ****** on it after 4 years and have never missed a payment. Im a mentally disabled woman on a budget.

  Business Response

  Date: 12/05/2024

  We sincerely apologize for the situation and understand your frustration. Unfortunately, the extended warranty provider declined coverage for the repair procedure, citing continued operation of the vehicle as the reason. Its important to note that the cause of the failure is unrelated to prior workmanship or craftsmanship.
  On December 4, 2024, we reached out to the extended warranty company again to advocate on your behalf and requested they reconsider their decision, but they upheld their denial. Regrettably, we have no authority to override the decisions made by the warranty company.
  As discussed during our conversation on November 22, the Nucar ******************* in good faith, proposed an alternative solution to repair your vehicle. This option, totaling approximately $6,000, includes a used engine with ****** miles (covered by a six-month, parts-only warranty) and a discounted labor rate. This offer was extended as an effort to assist you as much as possible in resolving this matter.
  Please let us know how we may further assist or if you would like to proceed with the proposed repair option.
  

• Initial Complaint

  Date:12/20/2023

  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 2020 Nissan which is still under warrantee. Went to get air bag light checked out. Charged me 155.00 to tell me it was a broken sensor. That my original 36,000, 3 year warranty (which is still valid) would not cover. Nissan released a TBS Technical Service Bulletin back in dec of 2019 saying they were aware of the fact that these sensors break, that they are aware and will fix. However the dealer will not process the paperwork to do so. Leaving me with no working air bag, 155.00 diag charge then another 300.00 ish to fix!!! Not the news a new customer wants to hear after spending 30+ thousand to purchase the car. Can you help me.

  Business Response

  Date: 12/20/2023

  Our customer came to us with two concerns: One was a rear door problem, the other was the Air Bag light being on. The door repair was covered under warranty. The air bag light was caused from a broken wire on the sensor under the right front seat. This sensor was included in the TSB for an internal failure; however, the failure on our customer's sensor was external, due to damage. Unfortunately, damage is not covered under the Factory Warranty.

  Customer Answer

  Date: 12/20/2023

  
  
  Complaint* *****801
  
  
  
  I do not accept the business's response as a resolution to my complaint because: [You must provide details of why you are not satisfied with this resolution. If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  
  
  Sincerely,
  
  
  
  **** ******

  Still makes no sense. The TSB says and throws a code B00A0-000 FOR SENSOR MALFUNCTION.  I am the only person who drives this car. The sensor is located under the passenger seat. No one  has EVER sat in the rear seats EVER. The dealer said I physically broke it? How does this happen. I believe the sensors were a bad design and prone to breaking easy for whatever reason. Did they break it while testing or removing? I just bought this car! They could care less. The service writer was more concerned on making his stats for a possible year end bonus. It would not have killed him, just to do the paperwork and send it in. I used to be a service writer at another facility and I know how the game works. Its ruthless and is why I no longer do that type of work. I called him on it, so now he's digging his heels in the sand. $155.00 just to scan? I can do that at home with my own scanner for free. Now they want another 300.00 plus to replace. I just don't get it. What happen to good customer service. This is not the first issue I have had with Nissan. Sadly I really like the car, but if this is a indication of how their customer service works, I'm going to have to think differently in the future. Thank You for all you help . Respectfully **** ******

  Business Response

  Date: 12/21/2023

  We understand that submitting the damaged air bag sensor would make our customer happy, and our dealership would be paid in full for the repair by Nissan. This would be good for both parties. However, randomly, manufacturers will request that defective components, replaced under warranty, be sent back for inspection. Unfortunately, altering a warranty claim to indicate the component was defective (instead of damaged) would be fraudulent, and is not something we would feel comfortable doing.

  Customer Answer

  Date: 12/21/2023

  
  
  Complaint: ********
  
  
  
  I do not accept the business's response as a resolution to my complaint because: [You must provide details of why you are not satisfied with this resolution. If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  
  
  Sincerely,
  
  
  
  **** ******

   Ya still not happy. Done with them forever

• Initial Complaint

  Date:11/07/2023

  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.

  I am writing to express my profound disappointment and frustration with my recent experience at your dealership. My visit to Nucar of Tilton NH should have been a straightforward and transparent process of purchasing a vehicle. Instead, I encountered deceptive practices, unauthorized charges, and an overall lack of ethical conduct that has left me deeply dissatisfied.
  
  First and foremost, I would like to bring to your attention an alarming issue regarding unauthorized charges for warranties that were added to my purchase without my consent. It came to my attention that an additional $8,000 in warranties was included in my financing package, despite the fact that I never signed or agreed to any such documents. This practice is not only unethical but also raises serious legal and ethical concerns.
  
  The individual responsible for this unauthorized action was the finance manager, ******* *****. I expected transparency and honesty when dealing with financial matters at your dealership, but instead, I encountered a complete lack of integrity. Adding undisclosed charges to a customer's contract without their knowledge or consent is not only unethical but may also be illegal.
  
  I have made multiple attempts to rectify this situation and have the unauthorized warranties removed from my contract. However, the dealership's response has been far from satisfactory. The process of resolving this issue has been unnecessarily difficult, time-consuming, and frustrating. It is disheartening to experience such resistance and a lack of cooperation from your team when attempting to address this serious matter.
  
  10/28/2023 Date vehicle was purchased

  Customer Answer

  Date: 11/07/2023

  The company is not NU CAR Kia of Tilton, if it makes a difference. The correct information is NUCAR Automall of Tilton, 40E Main Street, Tilton NH 03276

  Business Response

  Date: 11/07/2023

  Our customer was presented a standard finance menu with pricing; she chose the products she wanted. We have signed copies of each contract, and a signed declination page showing each approved and declined product with pricing. 

  After our customer called and requested products be cancelled, we emailed the appropriate cancellation paperwork. As of today, 11/07/2023, the cancellation paperwork has not been returned to us. 

  If our customer needs help with the cancellation paperwork, she is welcome to call or stop by and we will be happy to assist her with this.

• Initial Complaint

  Date:10/27/2023

  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.

  We purchased a 2019 Chevy Suburban Premier from Nucar October 31, 2022. I had called and advised them weeks later it was a little shaky but was told it was just being in a truck SUV. Upon first oil change at my mechanic he told me the whole inside of the brand new tires was worn out and suggested all be replaced. Nucar agreed there was clearly an issue and blamed it on being transferred from another lot and them not having the full story behind it and it must have needed a new rotation that was not performed. All four tires were replaced and a tire rotation was complete. days after that the shaking returned and eventually got to the point where it was bad enough I reached out again. They once again gave me a loaner took my car and said it was me not rotating my tires often enough even though it started days after the last visit and that it was potholes and my driving causing the alignment issues. I asked them for a detailed receipt showing the exploratory work they did to ensure nothing more was wrong with it given the history and they could not. They said they did not feel much of anything at the last visit but still rotated the tires. They just blamed it on alignment. I explained something more was off, ball joint issues, suspension issues etc. I They said if things need to be fixed we will have to go through warrantee most likely. We are only asking they fix whatever is causing this same issue, replace the tires that are once again junk and fix the calipers, rotors and breaks as those too are not shot. zero reason for us to have all these issues within a year of owning it. if the breaks calipers and rotors are junk, that should have been replaced prior to selling us the car, you can tell when they are on their way out and have little life left in them. we just want this all rectified. ***see email chains attached***

  Business Response

  Date: 10/30/2023

  We spoke with this customer last week and scheduled an appointment for Wednesday morning 11/01/2023. Our Service Lane Manager will road test the vehicle with the customer to verify the exact concern, then put them in a rental vehicle at no charge (up to 2 days). Our technician will diagnose the concern; once we have a diagnosis, we can talk to the customer about potential resolutions.

  Customer Answer

  Date: 10/30/2023

  
  
  Complaint: 20784980
  
  
  
  I do not accept the business's response as a resolution to my complaint because: There should be nothing to discuss. Whatever the problem is, should be fixed without charging us, charging us for a rental, running through our warrantee. Due to your companies failure to diagnose the issue at hand and time and time again do no exploratory work, the issues have now caused issues with the breaks, calipers and rotors. The fact that you sold us the vehicle with brand new tires on it and had to replace them within months of us owning it (your company covered entirely stating it was an oversight on their end) for me to email you again shortly after that stating it was still shaking so you took it back and said yes it is but it just needed an alignment and then I tell you as soon as I get it back it still is shaking and you say there is nothing more you can do. That is not ok. Here we are gain months later and yet again the tires are wearing the same pattern as they did when we first brought this to your attention clearly showing consistent underlying issue that has not been resolved, only band-aided. When asked for detailed documentation of all the exploratory work you did prior to the last time you "fixed it" you told me you did not have any details and you did an alignment. I need your company to fix the ballpoint, suspension or whatever it may be causing the same issue over and over again as well as new tires, breaks, rotors and calipers which have since failed due to the above issue that has yet to be rectified. We should be compensated entirely and a rental given at no extra cost while your company does right.

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

  Business Response

  Date: 11/10/2023

  Our customer brought their Chevrolet Suburban to us on 11/01/2023. Our Service Manager drove with the customer to verify the concern. We had our technician check the vehicle; then we sent the Suburban to a Chevrolet dealership to get a 2nd opinion (We paid their $156 diagnostic fee). They came up with the same conclusion concerning the vibration. 

  Our Service Manager is currently communicating with our customer to come up with an acceptable resolution.

  Customer Answer

  Date: 11/17/2023

   
  
  Complaint: 20784980
  
  
  
  I do not accept the business's response as a resolution to my complaint because: Continued run around, failure to listen to customer and provide fixes to issues their company failed to properly diagnose for over a year. 
  
  
  
  Sincerely,
  
  
  
  **** ********

  Customer Answer

  Date: 11/17/2023

  This business is not working with us. Our tires continue to feather on the inside. In Feb of 2023 they determined the car was not aligned properly upon purchase of it which caused tires to feather. they replaced all four siting there was an overlook from their part from the get go. In Mach we emailed again saying within weeks of the new tires being put on the car was shaking again just like original and were concerned something more was wrong. They took the car back in after multiple attempts at reaching them to complete the re evaluation in May. they said once again it needed an alignment and blamed my wifes driving and pothole for why it kept needing an alignment, at no point listening to us stating there is a bent rim or underlying issue. They told us there was nothing more they could do. At this point we took it into our own hands and drove the car until it was shaking so bad they could not play it off saying they could not feel it and it was just an alignment issue. They took three weeks' and a GM dealership to finally diagnose a bent rim which we believe has been there since day of purchase and a rear shock. they fixed the rim and replaced the shock. They are refusing to replace the tires even though the wear on them is consistent since DAY ONE and they have already replaced once due to their failure to diagnose. Had I done an alignment every 3,500 miles which they say we need to do they yet again would have not taken us seriously and done the exploratory work they did this last time. While we agree the vehicle needs to be aligned often, the fact of the matter the car was constantly being thrown off alignment due to underlying issues the comapny refused to dig into and passed it off on anything and everything else other than underlying issues. Our tires continue to feather DUE TO UNDERLYING ISSUES and we want them replaced at no cost to us due to Nucars inability to thoroughly go thorough or vehicle and fix an issue that had been present since day one. Had they fix the issue the first time the tires would have never feathered due to the car constantly being thrown out of alignment and us feeling the shaking within less than 24 hours of the alignment being done.

• Initial Complaint

  Date:09/08/2023

  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 was sold a Subaru Outback with a known problem with battery draining and when my battery died, I told them and was told that they only sold the car, they are not the dealer. So I called the dealer and they seemed unaware of the class action lawsuit and said I would have to bring it in and they would see why the battery died. (At my expense). I feel I am getting a run around and do not feel safe in my car.

  Business Response

  Date: 09/12/2023

  I spoke to our customer about her concern on 09/12/2022 at 12:30pm. I let her know I did some research and was able to find there has been a class action settlement on several Subaru models concerning the battery. She has agreed to bring her vehicle to our service department at 10:00am on 09/14/2023 so we can perform a charging system diagnostic at no charge. If we find anything related/covered by the class action settlement, we will shuttle the vehicle to the closest Subaru dealership for repair. 

• Initial Complaint

  Date:07/26/2023

  Type:Billing 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 had financed my car in November of 2022. I had wire transferred 17,000 dollars from my bank north east credit union to them I order to finance my current vehicle Kia shortage 2023. They has used this money down to finance me through Navigate credit union. Speaking to navigate multiple times starting in January no one seems to know where this money had gone as the lender stated they don’t have record of this payment. I would like to understand what had happen to the 17,000 used for financing.

  Business Response

  Date: 07/26/2023

  I spoke with *******.   She was confused on where her $17,000 went.  She was in direct communication with Navigant credit union to see if she could refinance her car as she became finacially strained.  Navigant said she could not at this time, then she mentioned she sent the $17,000.  This is where the discconect happened. ******* put $17000 as a down payment when she purchased the car.  Attached is the sales agreement refelcting that.  I also sent this to her as well.  SHe is happy and understands now.  She has my contact # if she needs something in the future.

• Initial Complaint

  Date:06/28/2023

  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 my car to nucar for a clutch issue and they misdiagnosed it and charged me 170$ after they said it would be 155 and then never gave me oarts to my car back when I sent it to a different shop, after dealing with getting my parts back and getting my car back from another shop and I was informed it was my pressure plate that was faulty and not my master cyclender nucar said it was witch costed ne a lot from the other shop to do and when I requested a refund on the misdiagnosis they refused it and seeing how they charged me to diagnose my car and the threw a dart at a item that was not needed and still charged me is not fair and I’d like my money back

  Business Response

  Date: 07/05/2023

  
  The diagnosis performed on Mr. ********'s vehicle was authorized and accurate. Further diagnosis and repair of the clutch assembly could not be performed because the leak at the clutch master cylinder would not allow the clutch assembly to operate properly. Mr. ******** stated that another facility had diagnosed the pressure plate as cracked/broken after it replaced the clutch master cylinder we diagnosed as leaking. We would have no way of knowing whether the clutch pressure plate was actually broken/cracked without first replacing the clutch master cylinder and then removing the transmission to inspect the pressure plate, neither of which were done at Nucar. 
  
  Although we did nothing wrong, as a gesture of goodwill only, we are willing to offer Mr. ******** a store credit of $170 which can be used toward future service.  
  
  Please let us know if Mr. ******** is interested in the store credit.

• Initial Complaint

  Date:05/22/2023

  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.

  So I bought a 2019 gmc acadia last July from nucar of Tilton it was 30,000 just recently all my dash lights came on so I brought it to key chevy in white river junction apparently there a leak in my windshield seal which cause rain water to get inside and it caused 2000 dollars worth of electrical damage I bought they extended warranty threw nucar and they won't cover it for me who is a working blue collar single dad this is unacceptable there's no reason seals should go bad after only 4 years and I believe nucar should accure the cost to fix it

  Business Response

  Date: 05/25/2023

  Mr. ******* purchased the pre-owned 2019 GMC Acadia, VIN #***************** (the "Vehicle") from Nucar in or around July 2022.  At the time of sale, the vehicle had approximately 54,589 miles. Mr. ******* has not returned to Nucar since the date of purchase, and has not contacted Nucar about the problem he is experiencing. Rather, it appears as though Mr. ******* took the vehicle to another dealership where the issue was discovered. Mr. ******* submitted a claim to the company administering the extended warranty he purchased at the time of sale, and the claim was denied on or about May 11, 2023, because the failure was deemed to be the result or corrosion caused by a water leak from the windshield.  Neither corrosion nor water leaks are covered under the extended warranty. At the time the claim was submitted, the Vehicle had 73,020 miles, which means Mr. ******* drove the Vehicle over 18,000 miles since the time of purchase.
  
  Mr. ******* is free to submit the claim to his insurance company to determine whether there is coverage for this damage under his automobile policy.  At this time, however, there is nothing that Nucar can do since the claim is not covered under the extended warranty. 

  Please feel free to contact me if you have any other questions, or documentation you would like is us to review. I can be reached at ###-###-####.

  Regards,

  Serena M****

  General Counsel and Chief Compliance Officer, DCD Automotive Holdings, Inc.

  Customer Answer

  Date: 05/26/2023

  
  
  Complaint: ********
  
  
  
  I do not accept the business's response as a resolution to my complaint because: The consumer did not provided BBB with the reason they did not accept the business's response to their complaint. 
  
  
  
  Sincerely,
  
  
  
  ******* *******