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:12/16/2024

  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.

  The *** ***** took me for the test drive in a kicks ** he explain to me my car will have remote start, he showed me the chargers ports in the back of the seats . He even inform me I can purchase the WiFi and ************ after 3 months if I like it this happen on 11/09/24 . I really thought thats those features will be in my new car once I drove off with the car. About two or three days later I contact the sales *** ****** and told him he didnt give me the ** I asked for because I didnt have the charger ports in the back seats . He told me tell your friends and family they cant charge their phones in your car . So I said ok but he stated he did give me a ** but he didnt . He harassed me to do the survey Nissan does to give him a star but I wasnt feeling the car without the ports I ask for. So I fill out the survey so they can stop calling me some much about that survey . On 11.12/24 I notice I didnt have remote start either so I text him the same day now I am **** and feel they fooled me . They let me test drive the car I wanted and gave me something I didnt want . They gave me a regular kicks with no features now he telling me I have to wait a year why should I wait when they lied to me and made me believe I got the car I ask for . I feel so played and I am highly upset . I been a customer of ********************** for 4 years I have send 3 friends there and they have purchased cars but thats when ****** was the sales guy but he was honest sales guy . ****** and ***** must be teaming up to lie to people and let them think they getting something and get something else . All I want is the car I ask for not this regular car so please help me because ****** and ***** are liars . I have included the text between ****** and myself over the car .

  Customer Answer

  Date: 01/09/2025

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

• Initial Complaint

  Date:05/23/2024

  Type:Product Issues
  Status:

  UnresolvedMore 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 vehicle at full advertised price for $40,000, under the contract that Nissan of New Rochelle provided stating they would fix and replace a Cracked Head Light and ************* Once they received the parts I went back to the dealer to get the work done and the brakes were squeaking. They said they would take a look and try to fix all the issues. Upon finalizing the repair they were only repaired the cracked head light and said they ordered the wrong part for the window that the vehicle was still under factory warranty to take it to Lexus for them to fix. As for the break they claimed they are not capable of fixing ***** breaks. I immediately took it to a Lexus dealer and could not get a loaner because Nissan of New Rochelle did not provide me with a registration. So a couple months later when I had the registration I went back to Lexus to get the ************ and Breaks checked. The window motor was due to improper installation of a new battery preformed by Nissan of New Rochelle and the break rotors were caused by the vehicle sitting on their lot for too long. Both issues were presented under their 60 warranty and they failed to fix them. I am requesting a full reimbursement of $520 paid after tax for the window repair and $879 to be paid after tax for the rear brakes and rotors preformed by Lexus.Additionally the team is very unprofessional and augured with me and the ************* member, when alls they had to do is fix the issues.

  Business Response

  Date: 05/28/2024

  Hello and good morning, ********************************* did purchase a 2020 Lexus GX460 with us on 1/20/24. ******** did make the sales rep and Pre-Owned manager aware of an issue with the headlight and that was taken care of. When ******** came back he told us of the issue that he had with the window motor and we did let him know that it was covered under his factory warranty. The car was serviced here at our dealership and the brakes were serviced prior to the sale. ******** did not take the car to be looked at with Lexus till the week of 05/20/24. Attached is the repair order from our service department showing that we did service the breaks and rotors on ************************ car prior to the sale. The window motor should still be covered under the factory warranty. Please let me know if there is any further information needed to help resolve this complaint.  

  Customer Answer

  Date: 05/28/2024

  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 the window motor was not covered under warranty due to improper installation of battery preformed by New Rochelle Nissan. Resulting in a $520 charge attached is the payment receipt.

  Upon the initial maintenance of the head light and window motor, New Rochelle Nissan was aware the breaks and rotors were making noise. Their answer was their technician does not know how to work on *****'s but in their work order they have both breaks and rotors on the work order. The rotors have indentations from sitting on their lot and Lexus is advising them to be replaced to resolve the noises. This cost is $879 after taxed.

    As previously mentioned I could not get my car serviced earlier due to not having my registration. After calling several times about this they claimed it was in the mail, I requested them to email it to me that was 3/7/24. They were aware of this and stalled the registration for 45 days. See attached proof of email.

   

  Total reimbursement amount needed $1,399

   

   

   

   

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

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

  Business Response

  Date: 06/03/2024

  We have provided the documents showing that we did replace the brakes prior to the sale. The window motor was done at Lexus and they did not honor the factory warranty. We did not have any agreement to cover any work that was done at Lexus. Our used car manager did call and try to get more information from the service advisor at Lexus but they were unwilling to give any information as to why the part would not be covered.

  Customer Answer

  Date: 06/03/2024

  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:

  New Rochelle provided the purchase contract stating they would fix and replace a Cracked Head Light and *************

  The Facts are, once they received the parts I went back to the dealer to get the work done and the brakes were squeaking. They said they would take a look and try to fix all the issues.

  -Upon finalizing the repair they were only repaired the cracked head light and said they ordered the wrong part for the window that the vehicle was still under factory warranty to take it to Lexus for them to fix. As for the break they claimed they are not capable of fixing ***** breaks.

  -I immediately took it to a Lexus dealer and could not get a loaner because Nissan of New Rochelle did not provide me with a registration. So a couple months later when I had the registration I went back to Lexus to get the ************ and Breaks checked. The window motor was due to improper installation of a new battery preformed by Nissan of New Rochelle and the break rotors were caused by the vehicle sitting on their lot for too long.

  -Both issues were presented under their 60 warranty and they failed to fix them.

   

  I am requesting a full reimbursement of $520 paid after tax for the window repair and $879 to be paid after tax for the rear brakes and rotors preformed by Lexus. Additionally the team is very unprofessional and augured with me and the ************* member, when alls they had to do is fix the issues.

  
  
   

   

   

   

   

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

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