ComplaintsforBuckeye Nissan

• Initial Complaint

  08/23/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Subject: Complaint Regarding Incomplete Car Repairs by Buckeye Nissan Dealer Dear Better Business Bureau, I am writing to file a formal complaint against Buckeye Nissan Dealer regarding the inadequate repair work performed on my vehicle, a Nissan Rogue 2017, following an accident on 03/28/2023 . The purpose of this complaint is to seek your assistance in addressing the unsatisfactory resolution of the situation. The accident in question was acknowledged and accepted by the responsible party's insurance company, ********. I provided photographs of the damages to assist in their assessment, based on which they provided an estimate for repairs. Following their recommendation, I sought the services of Buckeye Nissan Dealer to conduct the necessary repairs. I entrusted the dealer with the responsibility of thoroughly examining the vehicle and addressing all issues arising from the accident, as outlined in the insurance estimate paper. Despite my clear instructions and expectations, the repairs carried out by the dealer were incomplete and substandard. Upon collecting my vehicle from Buckeye Nissan Dealer after approximately two weeks, I was shocked to find that the rear bumper, which had sustained significant damage, was not adequately repaired. Additionally, other issues such as the damaged trunk door, broken back light, and compromised car frame were not appropriately addressed. When I raised my concerns with the dealership's representatives, I was informed that the repairs were limited by the insurance estimate paper. This contradicted our prior agreement to perform a comprehensive repair and conduct a thorough inspection to identify and rectify all damages. To compound matters, the dealer asserted that my vehicle had experienced a subsequent accident prior to the insured incident, and that this secondary accident was responsible for the incomplete repairs. I must emphasize that my vehicle has never been involved in any accidents prior to the incident covered by insurance. The lack of substantiated evidence to support this claim is deeply concerning. I am disappointed that Buckeye Nissan Dealer not only failed to meet its obligations as per our agreement, but also reported false information to the insurance company regarding my vehicle's accident history. This erroneous reporting has unfairly damaged my vehicle's record and reputation. I am seeking your intervention to resolve this matter in a fair and satisfactory manner. I am requesting that Buckeye Nissan Dealer undertake a comprehensive evaluation of my vehicle, rectify all unresolved damages, and restore my vehicle to its pre-accident condition. I expect clear communication regarding the steps the dealership intends to take to rectify the situation. I kindly request your assistance in mediating this issue and ensuring that the repair work is completed as promised. I look forward to your prompt attention to this matter and a timely resolution. Thank you for your consideration. Sincerely, ***** *****

  

  Business response

  09/07/2023

  ********** ***** initially took the 2017 Nissan Rogue ***************** to ********s inspection location at 3252 W Case Rd in Dublin OH. ******** wrote an initial estimate to replace the rear bumper and associated trim with a total estimate of $1171.70. There was no other exterior damage noted at that time. On 6/2/2023, ********** ***** brought this vehicle to our repair facility and provided us a copy of the estimate that ******** had written. At that time, they told ***** ******, an I-Car Platinum certified estimator employed by Buckeye Nissan Honda Toyota collision, that there were several other damaged items that were omitted from the estimate that they wanted to have repaired and have ******** take responsibility for. ***** took note of those items but did not feel that they were related to the claim. After removal of the rear bumper, we found additional damage that was hidden by the bumper and determined that the vehicle that had rear ended them had gone under the vehicle. We contacted ******** and they sent their estimator ***** ****** out to review the additional damage found. We presented to ******** the additional items that ********** ***** had insisted were part of the claim. ********s representative declined to add those items and deemed them to be pre-existing to the rear bumper damage. ***** did approve an additional $1610.51 for a total claim amount of $2782.21. We completed all of the repairs as documented and paid for by ********. ***** did offer to write an estimate for the items declined by ******** if they later wanted to have those items repaired and they declined as they said it should have been taken care of by ********. At no time did they indicate any issues with the actual work that we had completed. We do offer a lifetime guarantee on our workmanship, and if there is an issue with our workmanship, we would be happy to address it.  

  Customer response

  09/13/2023

  Hello there,
  I sent to additional information and pictures for my complaint about the buckeye Nissan dealership.
  
  They took money and they didn’t complete their work
  My bumper didn’t completely replacement
  My back light didn’t repair
  My trunk door didn’t repair
  I attached the pictures
  
  Thank you
  
  
  
  

  

  Business response

  10/12/2023

  At the most we are willing to settle this for is 50% of the $1171.70 which is $585.85. If that is not acceptable then we are at an impasse and we will accept that we are not able to satisfy this customer and will go back to our previous offer. 

  Customer response

  10/13/2023

  I accept the business's response to resolve this complaint.
  

• Initial Complaint

  05/08/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  First I should say that I went in with a recent stroke. Which the salesman knew. ******* ********* and I are trying to downsize for his upcoming retirement. We were asked by the salesman what we presumed the vehicles where worth, we said about 26,000.00 The salesman said no worries, they will use Kelly Blue Book and we would get a fair trade. After choosing a vehicle, an offer was presented with the payment being I believe around 360? I told them it was too high and asked the interest rate which was higher than our bank so I asked them to check kemba. I told them more than once I would like it below 300. I was not thinking clearly and neither was *******, being a senior. We took the car, got home and I realized the salesman had told them the amount we told him if 26,000 and they did just that even though the vehicles were worth much more. The jeep, over 3000 and the truck 3000 at least. They stole over 6000 dollars from us. As you can see they are making a considerable profit off both. We were given 16,000 for jeep and 20,000 for truck. Paid full price for the new vehicle.both in very good condition and low mileage, each around 24000 miles 2018 year. We have had no fair response from the dealer, no apology and most importantly no reimbursement. They will still make a considerable profit if we are fairly reimbursed. We were robbed as seniors and I do not appreciate it. The salesman was ****** *****, have emailed with ******* J ****** who only tried to brush it off.

  

  Business response

  05/09/2023

  I looked into the appraisals to be sure we appraised the two vehicles based on our typical formula. We appraise every vehicle in an automated system that pulls in a multitude of factors including number of vehicles in market, pricing in the market, time to sale, and auction value. I know consumers have access to a lot of tools, however, those tools are retail based and have little to do with the actual value a vehicle has to us. We did not deviate from our appraisal formula when we appraised the Renegade and Colorado. I empathize with Ms.********** recent stroke. My wife is currently recovering from a stroke. We do not, nor have we ever participated in predatory practices. I invite Mr. ********* and Ms. ******** in to meet with me if they would like to discuss this matter further.

  Thank you,

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

  (614) 771-2345

  Customer response

  05/09/2023

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 20031624
  
  I am rejecting this response because: 
  We were specifically told that they used Kelly Blue Book to find the worth. I would like the manner which shows the worth of the vehicles. I see you don’t care to resolve the matter. If the Jeep for instance was only worth 16,000, with 23,500 miles, no damage, with the heated seats, steering wheel, remote start etc. show me! First it was, KBB, then Mannheim Market Report, which I’ve attached the worth from there that still doesn’t match. 
  thanks for nothing, you lost customers! 
  Regards,
  
  ****** ********

  

  Business response

  05/16/2023

  We pay to have cars serviced and reconditioned. We post them online for a retail price. We sell a car for what the market bears. Our price continues to decline until the vehicle is purchased. We also sell vehicles at auction for wholesale value. Whomever purchases those vehicles from us will sell them at their establishment for a profit. We do not pay retail for vehicles as that would leave no space for reconditioning and sale.

• Initial Complaint

  12/28/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought a 2016 Jeep Cherokee from Buckeye Nissan. At the time of purchase, the attached sticker was on the vehicle. I asked about the warranty and the salesperson told me "don't worry, everything is covered". I bought the vehicle with a piece of mind that if anything goes mechanically wrong--"don't worry, everything is covered". Now, 2 years later, my oil filter housing, which is plastic none the less, is cracked and the repair is $1000 and since this particular part is "not an internal part of the engine", it is not covered. Yet "all internal lubricated parts" are covered and my Buyers Guide states Systems Covered--Engine, but even though this is a main component of the engine, and provides lubrication for the engine, it is not considered "part of the engine" nor is it an "internal lubricated part" even though it has oil flowing thru it. Chrysler uses a plastic housing so my guess would be that Protective Assett knows this is a faulty part so they purposely omit that from coverage because they know it is going to fail. In any case, fraud by the salesperson would be my starting point since I was told that "don't worry, everything is covered" and my paper states "engine" as being covered. On that page, you don't see anything stating exactly what parts of the engine are covered and what parts aren't. It just states "engine" and when asked, the saleperson said "don't worry, everything is covered". Well, everything is NOT covered, especially one of the most important parts on your engine, one that if cracked, will lead to a ruined engine. I write this complaint because my warranty says "engine" and I was told by the salesperson that "everything is covered", and a major component of my engine is defective and neither Buckeye Nissan or Protective Assett will do anything to get it covered.

  

  Business response

  01/12/2023

  Mr. ******** on 8/19/20 purchased a 2016 Jeep Cherokee with 52590 miles. He brought it into the service department on 12/27/22 with 87752 miles with a concern of an oil leak. The technician determined that the oil filter adapter (a component external to the engine) had failed and was leaking oil. At the time of purchase, Buckeye Nissan provides a Vehicle Service Contract on all our pre-Owned vehicles as a no-charge customer service item. Additional coverage was offered at an additional charge at the time of purchase, which Mr. ******** declined. Mr. ******** was provided a copy of the Vehicle Service Contract that Buckeye Nissan paid for before taking final delivery of the Jeep and it provides specific coverage of the engine, but it does not include all engine components, such as a starter which is both connected to the engine as well as the transmission or the oil filter adapter which is an external component attached to the engine. Also, as stated in other documents provided, all warranties supplied by a manufacturer or supplier are theirs and not the dealers, and as such we do not determine coverage or are unable to state what they will or will not cover, and our salespeople as well are unable to verbally determine and bind warranty coverage. The Buyers Guide which Mr. ******** provided does list a Limited Warranty for the Engine, Transmission, and Drive Axle, but does not state all components attached. Brakes are attached to a Drive Axle, but again it is not something covered by this warranty. Again, the attached warranty is specific on what is covered and lists those items, and those documents were provided to Mr. ******** prior to him taking delivery of the Jeep. As Mr. ******** has owned the vehicle for almost two and a half years, and over 35,000 miles, Buckeye Nissan does not feel we should be held responsible for items outside of our control.

• Initial Complaint

  02/24/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I purchased a 2017 GMC Terrain from this dealer on 02/19/2022. I had an approval for the cost of this vehicle from my credit union. Sharefax Credit Union and let them know up front that i was not interested in getting a different loan from them. They told me since I had the preapproval that this would not affect my credit score. However it has, and they ran my credit through 8 different company's although I already had my preapproval. Next issue. My new car was being delivered to me by Buckeye Nissan. however they did not disclose how this process was going to happen; Instead of having the vehicle towed they drove my new car from Columbus to Cincinnati, adding 200 miles to my car. This was never disclosed to me that my new vehicle was going to be delivered by driving and not towed. Once i received my vehicle there was a passenger tail light busted on my car. I reached out to them directly regarding this concern and I was told that someone would be calling shortly. That was two days ago and have never called me back. My loan officer has even contacted them regarding these issues and she has also not heard back. I feel that this experience is awful. They are all about the customer service during the selling process and after the fact i feel like they could care less on the follow up with the customer. My car was driven 200 miles without my permission and the issue with the tail light. Since they have not responded to my issues, I felt like I needed to report this too you. Thank you for your time. I just do not want future clients to go through this with Buckeye Nissan. sincerely ******* *******

  

  Business response

  03/04/2022

  I apologize for the late reply to this complaint. Hopefully, ******* has been contacted by our staff to resolve the issues. I will follow up and make sure that we work to come to a resolution for our customer.

  Sincerely,

  ***** *****

• Initial Complaint

  11/03/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On February 2-22-2020 I was at this location looking to buy a used car. The salesman had me file out 1 application for his finance manager. They did not tell me they were going to make multiple hard inquires on my credit. They made a total of 6 hard inquires to different financiers against my authorization. I want these hard inquires removed and them made to disclose this un-ethical behavior moving forward for other consumers. Because of this I will never patron a Nissan dealer in the country. KEY BANK NA 02/22/2020 *** **** ***** ********** ********* ******** *** ********** ***** ***** **** ********** *********** ****** ********** ******************** **********

  

  Business response

  11/15/2021

  Hi *** ********* I would be glad to set up a meeting and discuss your issue with our dealership. Our goal in every transaction is to help our customers gain the best financing possible when interested in buying a new or pre-owned automobile.  Our customer satisfaction is of utmost importance to our organization. Please call me at ************* ********** ***** *****

• Initial Complaint

  07/24/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I took my 2016 Nissan Altima into Buckeye Nissan located at 3820 Parkway Ln in Hilliard, OH for service on July 14th, 2021. I took it in for a recall on the hood latch. I noticed afterward that my front tires had been swapped out for older, balding ones. They are a different brand than the rear set of tires and the driver's side tire is completely bald and dangerous to drive on. I contacted the Service department and spoke with the manager Mike H*****. He denied any swap and said that there was no camera footage of my car being serviced to prove that nothing was done. He was not sympathetic and offered to schedule an inspection. I would just like my original tires back to resolve this matter.

  

  Business response

  08/03/2021

  Thank You for the details related to Ms. *****'s visit.  There is not a normal operation that we conduct on a vehicle's tires when focusing on the hood latch, so this is a very unusual situation and issue.  Please let me dig into the details of Ms. *****'s visit, how long the vehicle was on our lot, and any other information from our team.  I will circle back before noon today... thank you... Tim S*****

  Hello...
  
  We have further researched Ms *****’s visit to our dealership.  Please add this to our response as I’m unable to add more to our most recent reply.
  
  She waited on the hood latch repair at our dealership and the repair order was opened at 9:46am on July 14th and closed in an hour and five minutes at 10:51am.  The likelihood that a technician removed her tires and replaced them with different ones while also performing the hood latch recall is very unlikely in the time that the vehicle was at our facility.  We have never experienced this type of issue before.  We would like to discuss how best to resolve this with the customer during a face to face meeting.  Please have Ms. ***** contact me at ###-###-#### to schedule a time when we can talk more.
  
  Thank You,
  
  Tim S*****
  

  
  

  Customer response

  08/06/2021

  I accept the business's response to resolve this complaint.
  

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