Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:03/02/2024

  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.

  After purchasing a 2023 Nissan Frontier from Reliable Nissan, I purchased a Nissan OEM wireless charging pad from their parts dept. I paid $339 to have it professionally installed by their service dept. and after two failed attempts ( to include. 4 drives from Farmington to ABQ), they offered a refund which I accepted. Never did I think a refund would be for the part only. They were unwilling to refund me the $339 I paid for a failed installation service. The asst. manager rationalized it by saying we have labor costs we need to cover. You assistance in acquiring a refund for the failed service is much appreciated.

  Business Response

  Date: 03/04/2024

  The customer had us install the wireless charging pad.  The part functioned normally , however, the customer didn't like it.  Nissan agreed to reimburse him for the part, but the labor was not refunded as our technician installed the part and it worked as it should.  We do not believe we owe him for the labor we charged to installed the part as it was not malfunctioning, he just didn't like it.

  Customer Answer

  Date: 03/14/2024

  Good morning,

   

      I'm in receipt of your communication indicating the case is closed due to non-response from me. My apologies- I missed the communication asking for a response to Reliable Nissan's recap of my service experience. I would like or ask the BBB to request copies of the service log at Reliable Nissan showing the 4 times I traveled down from the Farmington area to ABQ to deal with a wireless charging pad which was not working. I did ask for a refund after two of the installed charging systems did not work. It certainly was not a "customer choice" to have the unit removed. 

   

     Based on the attitude of the dealership, my concern here is this problem is bigger than just my experience. Please let me know what I can do to find resolution for the inaccuracies being provided to the BBB.

  
  

  Thank you,

  
  

  **** *****

  ###-###-####

  Business Response

  Date: 03/15/2024

  As we stated in our last communication, the charging pad was working , however, our client was not happy with the item.  Our records indicate he requested the removal.

  We apologize that the customer is unhappy with the charging pad, and we replaced the first one for him.  We do not feel we owe him a refund.

  Customer Answer

  Date: 03/15/2024

  Complaint: ********
  
  
  
  I am rejecting this response because the dealership is not truthful. The service records of the two failed installs (if forwarded by the dealership) would indicate otherwise. Why would the dealership have agreed to refund the wireless charging part if it was working correctly? I had both the service manager, Steve V***** and the parts manager agree that they could not get the part to work. The light on the pad (while charging a phone) would rapidly blink orange indicating it was not charging. 

  I would ask the dealership to provide the service records from my 4 visits down. These documents will absolutely clear up their story.

  
  
  
  
  
  
  
  Regards,
  
  
  
  **** *****
  

   

  
  

  [To assist us in bringing this matter to a close, the consumer must give a reason why they are rejecting the response. If the consumer does not provide a reason the complaint will be closed Answered]

  Customer Answer

  Date: 03/20/2024

  Complaint: ********
  
  
  
  I am rejecting this response because:  Please see the additional documents for my case detailing the two service encounters with Reliable Nissan to attempt to fix the wireless charging pad installed by them. As mentioned previously, the part was refunded by Reliable Nissan (picture attached). I makes absolutely no sense that a part would be refunded that was properly working. Obviously, the labor for the initial install of the pad should be refunded as well. If I can provide, any additional information to assist in pursuing this matter, please let me know.   
  
  
  
  
  
  
  
  Regards,
  
  
  
  **** *****
  

   

  
  

  [To assist us in bringing this matter to a close, the consumer must give a reason why they are rejecting the response. If the consumer does not provide a reason the complaint will be closed Answered]

  Business Response

  Date: 04/04/2024

  Once again, the part was working properly, therefore, we don't feel we should reimburse the labor.

  Business Response

  Date: 04/05/2024

  We stand by our first response.

  Customer Answer

  Date: 04/11/2024

  Refund has been received.

• Initial Complaint

  Date:03/01/2024

  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.

  On September 21, 2023 I purchased an infinity q60. The dealership sold me the mpp warranty platinum package for $2905.00 with the indication that my car would be covered front bumper to rear bumper with the exception of any wear and tear items such as, glass, brake pads and rubber pieces like the tires, and the windshield wipers. Furthermore ***** indicated any damage prior to the purchase would not be covered however anything that occurred after the purchase would be covered under the MPP plan with the exception of damage caused by weather such as hail damage and flooding. ***** further confirmed that even a cracked bumper would be covered and specifically stated it was bumper to bumper coverage with no questions asked. Additionally ***** gave the example of a previous customer who had shortly after purchasing the MPP Platinum plan having turned out of the lot resulting in a car crashing into it and everything being covered under the MPP plan.
  It is only recently upon contacting MPP that they advised that the majority of what ***** indicated would be covered was in reality not covered and that they do not offer any bumper to bumper coverage and only offer a full mechanical and electrical coverage plan.
  On February 27, 2024 I called the dealership and another salesman advised they don’t offer bumper to bumper coverage and only cover mechanical and electrical. During an additional call with ***** on February 28, 2024 he again at the initiation of the call indicated they do offer bumper to bumper coverage. However upon advising that I had spoken to MPP who were advising otherwise, he then changed it saying that they do have bumper to bumper but only for mechanical and electrical. As a result I requested they cancel the MPP plan in its entirety and provide a full refund due to the inconsistency with the information and false representation of what he sold me. Regretfully, ***** said he would not assist with a refund and instead offered MPPs # and no other reaolution.

  Business Response

  Date: 03/01/2024

  We apologize for the miscommunication.  We will cancel this warranty today.  The refund will be issued to the lienholder.

  Customer Answer

  Date: 03/06/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  
  
  Better Business Bureau®:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  
  
  Regards,
  
  
  
  ***** ************

• Initial Complaint

  Date:11/17/2023

  Type:Product 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 went to the dealership to look at a vehicle on 23SEPT. We drove over 4 hours because the price was what we were looking for. My daughter and wife test drove a car and they really liked it. We were told that they had a car in the "back" in a grey color. We asked to test drive it and they said they will bring it around in fornt. After waiting for more that 3 hours, they never brought the car to the front. They said the car was in the service department as they just received it and that it will be ready the next day, Sunday 24SEPT. On Sunday, 24SEPT, we received a call from the Sales Manager, ***** ****** and he stated that it will not be ready that day, but we will have to wait 1-2 weeks. ***** then told us to rent a car and that they would reimburse us, in which we did. (See attached) Turns out the car was in the body shop as it was wrecked. We were never told this. On October 3, another car was delivered to us which we really liked. We did a walk through and noticed that the door had a dent in it and there was a chip on the hood of the car, Pictures were sent to ***** ****** and he stated he would take care of it and we still have not heard from them in regards to this. When we went to get the registration for the car, we were told that we still needed to pay for the inspection and the registration. I though the dealer was to take care of this. So we were told that we would get reimbursed for this and we still have not got reimbursed for this as well. We have made numerous attempts to call ***** ****** and ******* ******* and no one has reached out to us The only time is when we keep continuously call them

  Business Response

  Date: 11/20/2023

  We are unable to reimburse this customer for the rental bill as they did not purchase a vehicle from us.  I am confused as to why they believe registration is owed as well.

   

  Customer Answer

  Date: 11/21/2023

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

   

  A vehicle was purchased and delivered to us from Reliable Nissan by ****** ******** under thew name of ******* *****. ***** ****** had told us over the phone to rent a vehicle and we would get reimbursed for the misleading information provided by your company.  
  
  
  
  
  
  
  
  Regards,
  
  
  
  ************** ***** 

   

  
  

  [To assist us in bringing this matter to a close, the consumer must give a reason why they are rejecting the response. If the consumer does not provide a reason the complaint will be closed Answered]

  Business Response

  Date: 11/29/2023

  We have decided to reimburse them for their rental charges.  ***** ****** will be reaching out to them today.  Thank you.  

  Customer Answer

  Date: 11/29/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  
  
  Better Business Bureau®:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  
  
  Regards,
  
  
  
  ************** *****

  Customer Answer

  Date: 12/04/2023

  Car was delivered to me on 2OCT. Was told to do a walk through when the car was delivered. Upon receipt of the car, noticed 2 flaws, a dent in the door and paint chipping off the hood of my new car. Salesman ****** ******** was advised by Sales Manager, ***** ****** to take pictures and forward it to him. Salesman took pictures and ***** ****** then told us that he will take care of it but still sign for the car. Well, we still have not heard from the dealership in regards to this and had file this under Clim #******** with the BBB and still have not heard from anyone. Numerous calls have been to the dealership and all we get is we will talk to the sales rep,. What does the salesmen have to do with this? The delaer is located 4 hours away from us, so we would like to get this resolved soon

  Repair; Repair and would need a rental vehicle while repair is being done

  Business Response

  Date: 12/22/2023

  We reimbursed them the rental they requested.  As for the scratches, ***** ****** has been calling them and they do not answer. Please call ***** ****** and he will set up an appointment to have the scratched repaired.  We will not, however, provide a loaner.

  Customer Answer

  Date: 12/22/2023

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

  We have never received any calls from ***** ******. We would like to know when and the dates he called us. Also, he can leave a voicemail as well. Also, we live 4 1/2 hours away from the dealership so for us to take the car there and have no way back home is unacceptable. We do not even know how long the car would take to fix as well. 
  
  
  
  
  
  Regards,
  
  
  
  ************** *****
  
   

  
  

  [To assist us in bringing this matter to a close, the consumer must give a reason why they are rejecting the response. If the consumer does not provide a reason the complaint will be closed Answered]

• Initial Complaint

  Date:10/13/2023

  Type:Billing 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'm not sure why they over charged me for the car! I would like a credit of $2,000. According to ***** r sales manager he said it was for the tint, tech mats, and other stuff. Clearly I was doubled charged for that stuff.

  Business Response

  Date: 10/16/2023

  We have spoken to this customer and have agreed to reimburse her lienholder as a goodwill gesture.

  Customer Answer

  Date: 10/17/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  
  
  Better Business Bureau®:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. The General sales manager ***** called me and resolved my issue with the price of the car. 
  
  
  
  Regards,
  
  
  
  ******* *********

• Initial Complaint

  Date:08/02/2023

  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.

  During financing, I was charged $2195.94 more than price before added coverage. When I got home and reviewed the paperwork I noticed it. I went into the dealership to discuss it and was coerced into filling out the Nissan survey and lying on it before they would look into it. Eventually the sales manager ***** ****** said it was a package the dealership puts on cars and should have been stickered. He sent me a generic sticker of this pancake for $1995.00 that included window tinting that my salesman ***** specifically told me he would throw in for free. Unhappy but unable to return the car I accepted ******* offer to refund half of the discrepancy to my finance company. It’s been over a month and still hasn’t happened. I talked to ***** directly finally about 2 weeks ago to advise it wasn’t received by the finance company and he again promised to look into it and call me back. I’ve left numerous messages since both on voicemail and directly with staff. Today I held for 28 minutes for him before finally being sent to his voicemail.

  Business Response

  Date: 08/03/2023

  We apologize, we are researching why this check was not received by our client.  We will send another check out tomorrow if we cannot locate the first one.  I will personally overnight it to the lienholder and mail our client a copy.

• Initial Complaint

  Date:04/24/2023

  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 purchased a used car on 4/15, I was told the windshield was replaced and a sensor needed to be calibrated. I was told it would be ready for pick up on 4/18. Now it is 4/23, every time I call the dealer I get told "check back tomorrow." Never once offered a loaner car. I paid my down payment, a rental car, and I start payments on a car that I haven't even had for over a week now. I am going to miss days out on days at work. When I call to speak with someone from the service department I am given an excuse for why someone can't talk to me. I purchased my first car from Reliable Nissan in 2019, I am a repeat customer and I do not recommend this place. Being "reliable" means also keeping your word and being trustworthy, I was not taken care of and I still do not know when I will get my car. I do not like calling every day just as much as they do not like my constant calls, this should not take over a week.

  Business Response

  Date: 04/24/2023

  We apologize for the lack of communication.  The vehicle is in the shop being repaired.  The windshield has been reset and our electrical specialist is working on the other issue.

  Our Service Manager ***** ***** will be reaching out to our customer to discuss.

   

  Thank you for reaching out.

   

• Initial Complaint

  Date:03/29/2023

  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.

  On Oct. 2, 2023 we purchased a 2023 Nissan Rogue for $38,600 cash sale. We drove the car for 5 months and had approx. 2400 miles. It broke down on Feb. 8, 2023. We took the car in to the dealership service dept. They called us the next day and said it was the fuel pump but none were available in Albuquerque. They would order from the factory, but didn't know when the part would come in. We have to call to find out the status of this part. We call at least 3 to 4 timesbefore someone returns our calls. My husband asked an employee there if it could take a month, 3 months, or a year. He said he didn't know. He tried to speak to the general manager, "not availbale".
  Nissan did provide us with a loaner, however the car is hard for me to drive. I have a hip problem, and I have a difficult problem getting in and out of the car. My husband did sign for it, not realizing it would excascerbate my problem with my hips. Compared to the car we bought, it is a very inferior car.
  Thank you so much for looking into this. Hopefully you can help us resolve this and get some answers, as we have not been able to do so. I really don't think we are being unreasonable.

  Customer Answer

  Date: 04/06/2023

  
  
  
  
  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.
  
  
  
  Regards,
  
  
  
  ****** *******

• Initial Complaint

  Date:03/22/2023

  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 would like to report reliable Nissan for bad business a person by the name of Jackson with working with me one on one to trade in my vehicle. Once I was able to go into reliable Nissan he told me he didn’t know it was me he was talking to in there isn’t anything he can do about my vehicle, even though I have the voicemails to prove that he was talking to me and about my pacific vehicle I feel like I am being discriminated against in this needs to be fixed and it needs to continue where it left off so I can get into the vehicle I was trying to get into

  Business Response

  Date: 03/22/2023

  We apologize for any miscommunication.  We are reaching out to her today to clear up any misunderstandings.

  Thank you

   

• Initial Complaint

  Date:03/09/2023

  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.

  On January 18, 2023 I went to Reliable Nissan to have my Pontiac G6 worked on. I had previously won a $100 service credit from **** *****. I explained the two parts on my car I wanted fixed (turn signal arm and hydraulics for the tail gate). Later on in the day I was text a quote for those two items and 2 suggested repairs. I did not accept the quote for the hydraulics because of how ridiculously expensive it was ($500 to replace 2 $25 parts in the trunk…not engine work!!). I prepaid for the parts for the repairs I wanted done ($137.67). I was told when the parts came in I would be contacted for the work to be done. I NEVER HEARD BACK FROM THEM. After 4 weeks of waiting, I sent an email (February23, 2023) to the location GM asking for a refund. He had his service parts manager call me on. The manager asked when I wanted to get the work done. I told him I wanted a refund and offered to go into the business to get it, he said he would issue the refund without me going in there. After waiting 4 days, I sent a follow up email explaining I still hadn’t gotten my refund. The business never responded.
  
  I want my $137.67 refunded and $100 to go to another repair shop.

  Business Response

  Date: 03/10/2023

  We apologize for any inconvenience we may have caused Mr. *****.  We will refund the 237.67 he requested.  He should receive in approx. 7 days.  Thank you.

  Customer Answer

  Date: 03/13/2023

  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. Will the refund require me to go into your business to provide the card the refund will go on?
  
  
  
  Regards,
  
  
  
  ****** *****

• Initial Complaint

  Date:01/05/2023

  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.

  Upon purchase, there was a tire sensor light on the dashboard. ******** ******* went to the service department to see if they had sensors on hand so they could put in the tires sensors and clear that Fault. There wasn’t any in hand; so He promised that he ordered All four tire sensor and would call me when they came in to figure out a schedule d time to go by. 7 Months later nothing has been done. I have made several attempts to talk to management too resolve this. Have not got anything corrected. In addition ******** ******* has hung up on me twice. I have text messages that pertain and reference to this complaint. I have Purchased Three trucks from this establishment and have never had such a poor experience. I would like the promises that were made to be honored. The fact that I have to Do a BBB complaint is ridiculous. I work 50 plus hours a week and this is an inconvenience. I been patient but have only got unprofessional responses. Furthermore I hope after further review we can come to an agreement to schedule a time like promised to install the four tire sensor. No one would buy a new Truck over $50,000 & drive off the lot without tire sensor installed or without an agreement in place to correct that issue. Thank you for your time. If you have any questions please reach out to me at ************** ****** ******

  Business Response

  Date: 01/09/2023

  
  Miscommunication
  with sales and customer. Conversation I had with customer, he was under the
  impression that the TPMS sensors were part of safety. Came to an agreement that
  I would have them completed for him.