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:

  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 or around May 20, 2025, I brought my 2018 ************* Metris to Empire Nissan of Bay Ridge for a diagnostic due to persistent issues I was experiencing with the vehicle. At the time of drop-off, the van was still starting. However, following the diagnostic, I was informed that the fuel pump needed replacement and shortly thereafter, the vehicle would no longer start at all.I authorized and paid for the fuel pump replacement as advised by the service department. Unfortunately, the repair did not restore functionality to the vehicle, and it continued to exhibit the exact same issue it would not start. Despite the payment and service performed, no effective solution was provided, and I was left without a working ********** addition, the entire process took approximately three weeks, during which time I was unable to operate my business. This van is a working vehicle for my ************* and the downtime occurred during a peak period for my business. As a result, I lost significant income and was unable to serve my customers during one of the busiest times of the year. The delay and failed repair caused not only financial loss but also reputational damage to my business.

  Business Response

  Date: 06/16/2025

  While we understand the consumer's frustration, the dealership performed diagnostic services to the consumer's vehicle and performed the services that were authorized by the consumer.  Additionally, it is worth noting that the consumer's van is a ******** (the business is a Nissan dealership).  Following diagnostic services, the dealership recommended the replacement of a computer part in the vehicle which would be best performed by a ******** dealership considering they'd have access to the part quicker than Empire Nissan of Bay Ridge and, while the technicians at this Nissan dealership could have performed the replacement upon receipt of the part, the technicians at a ******** dealership would be more familiar with the vehicle and would likely repair the vehicle in a more efficient manner.  

  As such, the dealership performed certain authorized services in an attempt to remedy the issues complained of by the consumer.  When certain potential issues were identified as ones which would be better suited for a ******** dealership to repair, the dealership notified the consumer of same.  None of the foregoing entitles the consumer to the payment he requests in his BBB complaint.

• Initial Complaint

  Date:01/29/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought a Brand new Nissan ********** 2023 from this dealer. From the very beginning, the roof of the vehicle has been leaking whenever it rained. I did not realize that the roof of the vehicle was leaking when it was purchased because it wasnt raining, and wasnt discovered until the weather came along with rain. The vehicle was brought back Nissan numerous times for them to fix this issue and they have not resolved it. The vehicle roof continues to leak. They have not offered any resolution either to fix it or to replace this vehicle. There should be no reason a new vehicle should be leaking from the roof.

  Business Response

  Date: 01/29/2025

  Good afternoon the customer has come in twice for the sunroof issue 1st time back on 4/30/2024 nothing was found. the customer then brought the vehicle back on 05/15/2024 at that time we cleared the drain hoses removed the headliner and roof racks and resealed everything. Its almost a year later and now the customer is stating its still leaking at this point if she's not happy she can call Nissan directly and tell them that she has brought the vehicle in 2 times this will be her 3rd time and maybe they will send one of there engineers here to see what is causing the leak. When was the last time the vehicle leaked? I'm only asking because it hasn't rained recently so is the complaint from the last time we fixed the vehicle or is it something that is currently happening? If it is currently happening I think before she brings the vehicle in again she call Nissan Consumer Affairs so they can direct her in what to do.

• Initial Complaint

  Date:01/27/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Place literally sold me a car that was suppose to be certified. After 3 months of having the car I find out that the breaks were "*****"". I ask them can I still drive the car and get as told that it wasn't a good idea. So I get the new breaks. The problem is they tac on different things to the bill that's I didn't ask for, like saying my break fluid needed to be changed and that they had to flush out the whole system. Granted I know nothing about cars but I felt something was shady from the first time I got the car and when I got it repaired. This place also likes to use a waiting tactic, Have you sit there for long periods of time until you can't stand it any more and willing to take anything and go. After getting the car fixed I get a call later that day from empire Nissan asking if I'm happy with the car and if not they can buy it back and discuss option for a new and probably more expensive car with lower monthly payments but with a higher interest rates. Why would I want a new car when I already spent money to fix a car that was suppose to be certified and checked before selling?!?

  Business Response

  Date: 01/29/2025

  Good morning the customer was advised that his rotors were extremely ***** and needed to be changed. It is true he just purchased the vehicle but in the 4 months he had the vehicle he put next to no miles on the vehicle. Because of rain and snow and the vehicle sitting outdoors the rotors got *****. I am willing to refund the customer $300 towards his bill even though we did nothing wrong. The car needs to be driven in order for the rotors not to get rusted unless the vehicle is being kept in a garage which is not the case here. Please let me know if the customer is good with the offer so I can have a check cut.

• Initial Complaint

  Date:08/19/2024

  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.

  I had spoken with Wing of Empire Nissan of Bay Ridge and *** ********, requesting a safe used vehicle that had NEVER been in an accident. I was shown two vehicles - a Nissan Rogue and this ***** CRV Touring Hybrid, which I purchased. I was shown the Car Fax which showed no accidents, so I test drove it (only a mile because it was ********) and purchased the vehicle. All was fine until the car was damaged by a fallen branch that shattered the windshield of the tail gate and dented it as well. It had to be ***laced. When the ***air facility took off the gate to ***lace it, all these structural and horrible damages surfaced. They were NOT ***aired but, instead, were glued and spray painted and the chassis placed on top to cover it well. In addition, the exhaust system was badly damaged, but hidden in that it was tied to the chassis, but was barely able to be seen to the naked eye. It is NOT connected to it, however. *******, the *** at *********** said it was in a VERY SEVERE accident. Not sure how it dodged the Car Fax and wasn't ***orted to police, but this was a COVER UP of the worst order. Now my family, children, who drive to the Poconos all the time are in immediate danger and have been unknowingly.

  Business Response

  Date: 09/02/2024

  We are willing to help the customer by trading his car back in at fair market value when we purchased this vehicle it was 1000% clean and accident free with all scheduled maintenance preformed We didn't notice any overspray or any area of the vehicle that was in an accident. We also pull a carfax on every vehicle we purchase to make sure the vehicle was serviced properly and was never in an accident which you will see by the carfax attached the only accident reported was the one reported by ** *********** I am willing to help my client out by trading him out of his vehicle but I'm not prepared to refund him all his money for something that we didn't do. He has been driving the car for 10 months now and there is an accident on the carfax now because of the tree that fell on his car. If this works for ** ********** we are more than happy to try and help.

  Customer Answer

  Date: 10/23/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  To whom it may concern:
   
  I have filed this complaint, which has NOT been resolved and the one I am complaining about has been a ruthless and horridly crooked car dealership.  It's not like they are just another used car dealership - they are an OFFICIAL NEW CAR DEALER!!  I purchased from a real company here and they completely screwed me.
   
  On top of that, you gave me an investigator who immediately lost his or her job.  I need action on this complaint.  If not, the BBB is a completely useless company not serving its public any good.
   
  I need to hear back from you.  **************.
  Please send me an agent who will NOT lose their position immediately as mine did.
  I was never followed up on - instead they simply CLOSED my case, leaving me to have to deal with things through commercial small claims and the like, should I not hear back.
   
  I have attached the response from the *** you had given me.
   
  Sincerely,
   
  ****** **********

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

  Business Response

  Date: 10/23/2024

  The dealer's prior offer stands, please see below and the enclosed CarFax.

  We are willing to help the customer by trading his car back in at fair market value when we purchased this vehicle it was 1000% clean and accident free with all scheduled maintenance preformed We didn't notice any overspray or any area of the vehicle that was in an accident. We also pull a carfax on every vehicle we purchase to make sure the vehicle was serviced properly and was never in an accident which you will see by the carfax attached the only accident reported was the one reported by ** *********** I am willing to help my client out by trading him out of his vehicle but I'm not prepared to refund him all his money for something that we didn't do. He has been driving the car for 10 months now and there is an accident on the carfax now because of the tree that fell on his car. If this works for ** ********** we are more than happy to try and help.

  Customer Answer

  Date: 10/26/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here]  While I do appreciate the offer, I'd like to know what that offer is.  What is defined as fair market value for this vehicle?  It was certainly not 1000% clear when, in fact, as soon as it was ****** for simple routine maintenance (we were purchasing a lifetime wheel alignment from *********), the mechanic noticed it was in bad shape and that the rear quarter panel had internal paint marks indicating it was in an accident.

  After that accident where a tree branch fell, that was when all h*** broke loose and the auto collision expert stated it had been in a VERY bad accident a long time before I owned it because that was definitely not new damage.  It had clearly been covered up.

  Had I purchased this from any dealership, it would be one thing, but this was a Nissan dealer - a real car dealership - not just any used car shop.  Plus I knew the person who helped me with the purchase, which made this awkward for me.  I was told it was given a 127 point inspection, which a certified dealership should definitely do.  EVERYONE we spoke with after this purchase told us that they had to know this car was clearly repainted in that area and had prior damage - and not just minimal damage - MAJOR damage.  It makes no difference whether it happened during Nissan's ownership or its prior owners, fact of the matter is that NISSAN sold me this vehicle - not them.  

  I would even consider a NEW Nissan over this vehicle but ONLY if the amount, in full, was applied to that purchase, but this vehicle is simply dangerous and should NEVER have been sold to us.

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

• Initial Complaint

  Date:07/01/2024

  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.

  At Empire Nissan of Bay Ridge, on 5/7/2024 I purchased a used 2020 Nissan Leaf for about $15,000 under the sales team's verbal assurance that the car was in perfect working condition and had undergone a multi-point inspection.During the brief 5 minute test drive, I focused only on checking out the core driving features of this EV car like e-Pedal, acceleration etc. I did not even think to check the common features like ** at that point, because I believed that it is one of the important components/features of a car and the dealership would have definitely checked it during their multi-point inspection. It was only after leaving the dealership that I realized the air conditioning was not functioning. It was not blowing cool air.I promptly notified *************** the salesperson, within an hour of leaving the dealership, providing clear evidence that the ** issue existed at the time of delivery. Despite this, the dealership's response was shockingly dismissive. **************** from the service department quoted me $1500 to repair the ** and insisted it was my responsibility to cover the costs or negotiate with the sales team.When I escalated the matter to *** ******* the sales manager, he brazenly claimed that a non-working ** is merely a "cosmetic issue," akin to a scratch on the car's body. This blatant denial of responsibility, despite my clear evidence and timely complaint, was appalling. His solution was a paltry $150 discount off the repair cost of $1500, leaving me still on the hook for $1350 to fix a problem that the dealership should have addressed before selling the vehicle.The dealership sold me a car with a significant defect, failed to honor their supposed inspection process, and then attempted to shift the cost and responsibility onto **** expect nothing less than a complete resolution: either a free repair of the ** or a full refund to return the car and recover my money. Anything less would be a betrayal of consumer trust and fair business practices.

  Business Response

  Date: 07/01/2024

  We spoke to the customer and we are addressing all his issues. We will fix his AC at no cost to him

  Customer Answer

  Date: 07/02/2024

  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 and the matter has been resolved.
  
  Sincerely,
  
  *************
  
  
  
   
  
  

• Initial Complaint

  Date:01/23/2024

  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.

  I was there for my car play screen, it turned black! When I came back to pick up the car, they said they updated the radio which is not related to screen or ****** map, they charged me ****** USD, when i started to drive the problem was still there! I went back, they looked again and said my phone needs to be updated! He took away my phone which was inappropriate without my permission, updated my phone and fixed in 10 minutes! So what I was charged for at the first place? I did not ask to update the radio, and it is nothing to do with ****** map screen! I want to get refund please! This is unfair!

  Business Response

  Date: 02/03/2024

  Customer came in with car play screen blacked out we had to update her radio. this is not a warrantable repair. when she came to pick up her vehicle we had to also update her phone app so it would work with new update to radio. customer was unhappy that we had to charge her and didn't feel we did anything . perception is realty to customers. we refunded her the $205 we charged for update even though we did do the work. an unhappy customer is not worth $205

  Customer Answer

  Date: 02/06/2024

  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 and the matter has been resolved.
  
  Sincerely,
  
  ****** ******
  
  
  
   
  
  

• Initial Complaint

  Date:01/12/2024

  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.

  Dec 30th brought the car in for basic service they up charged me for more complete service that included assessing the car for any issues. I told him at this time the car had no issues but they were squeaking. The car also is at ****** miles the service is to be done at ****** miles, but *********** rep had it done anyway at ******. The mechanic stated they couldnt do much on the car yet. It took four hours. He told me he didnt rotate all my tires he switched them from left to right. He said oil change and cabin filters were changed. They did not notice the squeeking I complained of. Upon leaving I wasnt informed of any work that needed to be done in this loud squeaking noise I heard was diminished 80% but still present. The next day I put gas in my car, it took 15 minutes for the gas gauge to move up where it was supposed to be and the service light came on.Jan 6th I returned to have service light taken off. I told him about the gas gauge and still notable squeaking. My car stayed for an hour. It was returned to me with the lights off of the dashboard, and they said the squeaking was probably coming from the transmission. *** also told me that I needed a spiral ? for the air bag light. He did not want to provide me with a receipt I had to call and have something email and send me an email that was over $3000 worth of work that needed to be done. Jan 11 today my gas tank showed empty even though yesterday it was at a quarter tank I filled it up and it still shows as empty. My service light is also back on. Some thing was done by Nissan to my gas sensor while it was being serviced. I had no problems with the car prior. I need that fixed and I need my service completed so the service light would go off. I should be compensated for time and gas, credited for the original over charge as well as repairs done.

  Customer Answer

  Date: 02/06/2024

  At this time, I have been contacted directly by Empire Nissan of Bay Ridge regarding complaint ID ********, however my complaint has NOT been resolved because:

  [Your Answer Here]

   Someone reached out to me by the name of **** and left a message for me to call back. I called back and the customer service rep called and said that there was no **** at the company. I left my contact information again for them to call me back and no one did. Now, I still have lights for service on my dashboard, as well as my gas indicator occasionally says empty even though its full I didnt have that problem before nor did the service light come on before my visit. The last time I went there, which was my third visit. they stated that because there was something wrong with the gas sensor which they wanted to charge me 600 and change for thats why the service light is on. I had no issues before I brought the car in And I still have the squeaky noise under my car that I originally asked him to check out this two noises one in the engine that squeaks and one under the car that squeaks and they claimed they dont know what its from  . Also, with my last visit, when I asked him for a printout, or some kind of paperwork to show what work was done, he literally went into the garbage can, and pulled out a piece of paper and handed to me

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  Sincerely,

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

  Business Response

  Date: 03/19/2024

   

  We performed a ****** mile service .The check engine light is on due to a faulty spiral cable that is located in steering wheel that connects to airbag. The concern customer is having with Fuel gauge can be a fuel gauge or fuel float located in fuel tank. Both these concerns with check engine light and the fuel gauge have nothing to do with work we performed. 

• Initial Complaint

  Date:10/04/2023

  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.

  Nissan dealer provided me with three twenty-five dollars gift card for my loyalty to the company. The Empire Nissan dealer is refusing to honor my gift cards. I am a client of Nissan. In fact, they presently have my car, waiting for a part. I feel that the company Nissan should honor the gift card Nissan gave me no matter who is managing the location.

  Business Response

  Date: 10/23/2023

  service advisor *************************** spoke with ***************************** and told her Empire Nissan will honor the 3 $25 dollar gift cards from prior owners Bay ridge Nissan  

• Initial Complaint

  Date:08/14/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 11/23/21 we purchased a used 2018 Infinity Q50 from Bay Ridge. We worked with **** for two days, although we had all docs and pre-approved financing, because they couldn't get clearance on the title, I now know why. The Finance Manager (******************) kept insisting that we purchase an extended warranty because the car is fairly new and computerized, we "needed an extended warranty, beyond the dealer warranty". We paid for the warranty upfront, $4,000 as we didn't want our monthly payments to increase. In July 2021, the car started making loud noises and wouldn't accelerate above 10 mph. We checked the oil and it was low, although we'd just had oil pan replaced less than a week prior. The car was towed to Nissan dealership in ** (since that's where we now live), who checked and diagnosed the problem as a "powertrain issue" that should be covered under dealer warranty until 7/10/2024 and because of that we must take to an Infinity dealership. The car was towed to a nearby Infinity dealer who notified us that the powertrain/engine warranty "was VOIDED IN 7/2021" which is 5 MONTHS BEFORE WE BOUGHT IT IN 11/2021. After speaking to Infinity corporate they confirmed that because of "sludge found in the engine under previous owner" the powertrain/engine warranty is voided and therefore can't be covered and they dealer who sold us the car had an obligation to tell us that the engine is not under warranty. I contacted the extended warranty that we purchased for $4,000 and they will not cover costs because it was supposed to be covered by the dealer and they advised me that Nissan of Bayridge should not sold us the extended warranty since extended warranties will not cover parts that are supposed to be under manufacture warranties. I tried reaching out to Bay Ridge Nissan, now calling themselves Empire Nissan of Bay Ridge and I was put on hold for extended periods of time twice and then hung up on. I sent an email to their customer service and have received no response.

• Initial Complaint

  Date:12/13/2022

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 11/29/2022 I started the process of leasing a vehicle from Empire Nissan of Bay Ridge. The agreed upon terms were altered based on misinformation that was given to me at the time of the deal. I was given a final vehicle price total of $32,668.11, and was told that due to mandatory fees of $2,695 that price would be inflated to $35,363.11. One of those fees being a destination charge of $1295, which by law is already included in the ***** and should NOT be charged an additional time, which they did. They also got a $1,700 vehicle trade-in from me, and $2374 in cash which totaled $4,000. This $4,000 given should have covered all fees that I was told Id incur. However, although I paid the fees, they still added the fees to the back end of the cost of the car, which ballooned the vehicle price and inflated my monthly payments. Although I agreed to the monthly cost of the vehicle, I shouldnt have been charged unnecessary fees that are already included in the total price of the car. The $1295 destination fee is due back to me at minimum. I have visited to the location and spoke with management (******) I was told as compensation for my troubles, they would be willing to write me a check to cover my second month car payment ($499). If this is the way business is normally conducted, why offer to pay a month of my car note? I am requesting that this dealer be investigated and I am pressing for a minimum refunded payment to me of or the $1295 unnecessary out of pocket expense for this vehicle. OR swapping the vehicle for one that of the actual value Im being charged due the fees added.

  Customer Answer

  Date: 01/07/2023

  Better Business Bureau:
  
  At this time, I have not been contacted by Empire Nissan of Bay Ridge regarding complaint ID ********.
  
  Sincerely,
  
  ******************