ComplaintsforDick Hannah Nissan

• Initial Complaint

  01/12/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I leased a Nissan Leaf in August 2023 and financed itthrough Nissan ************************* In October2023, my car was totaled. By November 15, 2023 myinsurance had processed the payment and I paid theremaining balance. With my lease, I added on the wear andtear package for $1400. I was to be prorated for thispackage as I only had the car for two months. D*** HannahNissan cut the refund check on December 5, 2023 andmailed it to Nissan ************************ onDecember 6, 2023. Nissan **************** Companywas to then mail me the remaining balance as I did not owethem any more money. Neither company can find the ******* answer any of my questions. I have called bothcompanies numerous times without any answers. OnDecember 28, 2023 Dick Hannah Nissan said they havefiled a claim with their representative from Nissan *********************** but have not heard back from her asof January 11, ****.

  Business response

  01/22/2024

  January 22, ****
  BBB ID: ********
  Customer: ***************************************** Whom It May ***************** August 21st, 2023, ************************* leased a 2023 Nissan Leaf from Dick Hannah Nissan. At the time of leasing, she purchased a cancelable insurance package that provided benefits at the end of the lease term.

  On November 24th, 2023, **************** contacted us about a total loss for her vehicle and cancelling the insurance package she had purchased. Our finance department at that time informed her that the timeline for cancellations is 8 to 12 weeks as it would be sent to the lender since there was currently no proof of payoff for the loan. Once received, the lender would then forward her the proceeds if the account had been paid in full. The cancellation was signed by **************** and returned on November 27th,2023. The finance team then forwarded the document to our ********************** for processing.

  Our aftermarket department processed the cancellation and sent a check to the lender, (****), which was received on 01/04/****.
  Upon receival of Ms. ******* complaint, I reached out to her to discuss options for the cancellation. **************** decided to wait until January 17th, ****, to see if the check had arrived at her mailing address. If not, we would stop payment on the original check and issue a new check directly to **************** after receiving proof the account had been paid in full. On January 18th, ****, **************** had still not received payment, so our ********************** cut another check directly to ***************. That check was delivered to Ms. ******* home that evening.

  I spoke with **************** on January 22, ****, to confirm that the situation was handled to her satisfaction, and she thanked us for our assistance.
  Thank you and should you have any additional questions please do not hesitate to contact me directly.

  Regards,

  *******************************
  General Manager
  Dick Hannah Nissan
  *****************************************
  *************

• Initial Complaint

  07/26/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On Feb 22, 2023, I purchased a 2020 Nissan Rogue (certified, pre-owned) from this business. The day I purchased the vehicle, prior to leaving the dealership, I realized that the rear hatch would not open. When I pointed this out to the sales person, they said they would have their service department take a look. After waiting some time, we then decide that I would go home and they would deliver the vehicle to me once fixed. The vehicle came home and within a few days, the hatch again would not open. It took some difficulty in scheduling, but eventually, they dropped off a loaner vehicle and took the car back for repair again. After repair was complete the second time, they brought the car back and a few weeks later, the problem came back. Again we set up a time for them to pick up the vehicle for repair. The third repair worked four about two months, and now the hatch is again not opening. My wife is a realtor who uses this SUV to move furniture for staging, so when the hatch fails to open, it causes a lot of problems. I reached out again and they wanted to set up a service for the fourth time. I told them that I do not want to take a risk of it happening again and need to either get a reasonable trade out of this vehicle or some kind of refund. This discussion took place after I sent a text to the number at the dealer I had used to communicate each time since they never seemed to return phone calls. The service person that responded to my text this time called my and stated they would have the sales department call me to discuss options. That was Friday, July 21st and I explained the urgency due to my wife's need for this vehicle with her job. No call back on Friday. I sent texts again Saturday, with no call back. No one called Sunday. I sent texts Monday. No once will contact me. I sent text and an email to the sales manager on Tuesday. Still no call. I am now exhausted with this dealer and need them to contact me ASAP with a resolution.

  Business response

  08/07/2023

  August 3, 2023
  BBB ID: ********          
  Customer: *******************************
  
  To Whom It May ************** February 22nd, 2023, ******************************* purchased a 2020 Nissan Rogue (VIN: *****************) from our Dick Hannah Nissan dealership in Gladstone, OR. At the time of purchase, we discovered that the rear hatch was not operating properly and had our service department investigate the issue. It was determined that the connectors needed to be cleaned and the computer needed to be reset. After testing, the hatch was again functioning correctly.
  ********************** again experienced the rear hatch malfunction,and we brought the vehicle back into our service department on March 29th.This time, our service team replaced the rear hatch latch and tested it multiple times over the next several days. Each time, the rear hatch opened properly,and ********************** was advised that the issue appeared to have been remedied.Unfortunately, approximately a week after receiving his vehicle, he was once again experiencing issues with the rear hatch operation. We recalibrated the hatch system and tested it multiple times over the next few weeks and everything seemed to be working properly. On July 27th, ********************* notified us that the hatch was once again not working properly, and we picked up his vehicle for another inspection on August 2nd, 2023.
  After having completed the previous troubleshooting steps and disassembling the entirety of the hatch system, our service team discovered that there was a severely corroded connector causing the issues. It was also determined that the issue was likely caused by a very subtle rear window seal leak which was allowing moisture to enter the hatch causing the corrosion. We notified ********************** of our findings and are now replacing the corroded connector, as well as completely replacing the rear glass and seal.
  Although all these repairs have been covered by the Nissan certified warranty, we completely understand Mr. ********** frustrations and have been doing our best to inconvenience him as little as possible. Our dealership has provided him with a complimentary loaner vehicle each time his Rogue has been in the shop. We have also been picking up his vehicle and delivering the loaner vehicle to him each time we have needed to bring the Rogue in for diagnostic and repair. Still, we understand that this has been an inconvenience, nonetheless. We have been in communication with ********************** as recently as today and have notified him that we expect the repairs to be completed by Friday and have also agreed to make one months payment towards his financing in the amount of $458.85.
  Should you have any further questions, please do not hesitate to reach out to me directly.
  *************************
  General Manager
  Dick Hannah Nissan
  **************

  Customer response

  08/10/2023

   
  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, as long as it does address the issue once and for all.
  
  Sincerely,
  
  *******************************

• Initial Complaint

  06/04/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Lease #*********** My Wife and I leased a Nissan Frontier from Dick Hannah Nissan(DHN) on 06/01/2020, As our lease was coming to a close Nissan ********************** (****) sent ** the usual letter to have the vehicle inspected , which we did, and asking us to work with DHN. Giving the fact that the value of the vehicle was almost $10,000 more than the end of lease option we decided to exercise the right to purchase the vehicle. We set up an appointment on 11am on May 30, 2023 to meet with them and we told them our intention. The appointment we confirmed on the May 29 via a test message. When we arrived there was no paperwork ready to sign and nobody knew why we were there. Their salespersons were trying to push us in to leasing a new vehicle, and tried to push us into paying $3900 for a service agreement. I finally told them I just want to buy the vehicle and go! I wrote them a check for $19833.19 which was almost $700 more than my Lease agreement, they claimed it was for DMV and taxes. We were there waiting for almost 21/2 hours for the paperwork to get done. I told them I would return in the morning as my wife had to go to work. When I got home I called **** complained about DHN, I also called OAG Office and told them this thing smelled like a scam. OAG said if the paperwork isn't completed by DHN in the morning, to call them a file a complaint. The next morning I called DHN and was told the paperwork wasn't ready and they would call me when it was ready, 4 hours later I called **** and complained about DHN again. They told me to go there and pull my check back from them and find another dealer. When I went back to DHN the manager pulled the checkout of a file and acted like it was a joke. We called **** for a 3rd time and they informed was that it was too late in the day to have another dealer complete the paperwork by end of the business day and that we should send a check to **** but we would have to pay another $304 because we went passed 6/1/23.

  Business response

  06/16/2023

  June 14, 2023
  BBB ID: ********
  Customer: *****************************
  
  To Whom It May ************** May 30th,2023, ********************************* and his wife came into our dealership to complete their lease-end paperwork and were looking to either purchase their expiring lease vehicle or possibly lease a new 2023 Nissan Frontier. We had received a previous phone call from ************************ on May 10th stating that he was interested in leasing a new Nissan Frontier, which is why the sales representative showed him vehicles as well as the corresponding figures. He is also correct in that we did offer him an optional extended service contract when reviewing numbers, which he chose to decline. We gave him the out-the-door total for purchasing his expiring lease vehicle, which did include the Nissan Purchase Option Fee of $300 (as stated on his lease contract), the OR State CAT Tax on the purchase,as well as the appropriate licensing and doc fees. The approximate total of all fees was $700.
  Admittedly,the process to print and sign the final paperwork took longer than it should have as the Finance Manager on duty was still in their training period and was having issues printing the forms. ************************ let her know that he was too busy to wait any longer and would return the following day. Although she had just completed printing the necessary forms, he said he could wait no longer and left. At this point we had already grounded the lease with Nissan, and he had left ** with his check for payment of the vehicle.
  The following day, ************************ came in and requested his check back as he was unhappy with the fact that it took so long the day before and that he was going to purchase his lease outside of using our dealership. ************************ went directly through Nissan **************************** but because he did this on the 1st of June, he was now being charged an additional payment for the following month. Had he and his wife signed the paperwork that we had already printed and had ready; he would not have been charged the additional fee for the following months payment.
  The stores General Sales Manager, *******************************, had tried to reach out to *********************** multiple times after June 1st to remedy the situation.However, on June 6th, he notified ** via email that he had already purchased the vehicle directly through ****, filed complaints against ** and ****, and wanted us to work directly with those entities instead of attempting to contact him. I attempted to reach ************************ today via phone to discuss everything that happened and inform him that we would be sending him a check in the amount of $304 but was unable to reach him.
  We understand that ************************ was frustrated with the situation and do agree that the process went longer that it normally would have due to this being the new Finance Managers first lease buyout. As such, we agree to Mr. *********** desired settlement request as submitted in his BBB complaint and will be refunding him the additional payment he was charged by **** in the amount of $304.00.
  Thank you,and should you have any additional questions, please do not hesitate to contact me directly.
  Regards,
  *************************
  General Manager
  Dick Hannah Nissan
  *******************************************
  **************
  

  Customer response

  06/18/2023

   
  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.

  
  Thank you for securing our $304.56 refund from DHN

  There are a number of misstatements in ******************* "To Whom it May ******** letter I would like to clarify.

  Starting in April we received numerous emails and texts from their sales staff encouraging ** to lease a new truck from DHN. Mid-May I responded to one and spoke to  Ms. ********************** ****** about possibly leasing a ***************** from them. She never responded back with terms. Two weeks later we decided to exercise our lease-option to buy our leased truck. 

  On May 30th we left their dealership after 2 and a half hours not because we were too busy, but because my wife had to go to work. Even though we set up an appointment prior, to come in and sign closing paperwork. Nothing was prepared for us to sign when we arrived.

  On May 31st I called DHN at 9 a.m. and was told my closing paperwork was still not ready and they would call me when it was. Four hours later I called **** to complain about DHN again, and **** told me to pull my check from DHN and find another dealer to work with. I called DHN for a second time that day and told the manager that since they couldn't complete my closing paperwork, I would be pulling my check and going to another dealership, his response was "OK, Whatever"

  In summary, we found the mediocre performance of their finance department to be equal to, or quite possibly superior to the level of service we received from their sales staff and managers.

  Once again thank you for all the good work the BBB does on behalf of consumers. 

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

• Initial Complaint

  11/06/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I took my 2014 Nissan Murano to D*** Hannah of Gladstone for a routine oil change. A week later the radiator blew. I have never had ANY problem with my car like this. They first told me I had to replace the radiator, the hoses, the cap, the thermostat and needed a coolant flush. This they said would cost $2700. They are also charging me $45 a day for a rental. I told them I cant afford this. Whats the bare minimum I can replace. They said the radiator for $1300. I truly believe they did not fill the fluid levels OR filled them and left the cap off. The manager at first told me he could get me an after market radiator and deduct 10%. Then he told me later he couldnt to that and the price keeps going up AND he tried to tell me my brake drums also need replaced. What kind of dishonest racket is this business running?

  Business response

  11/17/2022

  November 11, 2022
  BBB ID: ********
  Customer: *********************************
  
  To Whom It May ********
  On October 21st, 2022, ********************** brought her 2014 Nissan Murano into our service department for a basic oil change. A short while later, as noted in Ms. ********** complaint, the vehicles radiator failed. Her vehicle was towed back into our facility on or around the 1st of November at which time our Service Advisor, *********************, informed ********************* of our technicians findings. I believe there may have been some initial confusion as to which findings were related to the radiator issue versus which were additionally recommended services. ********************** wanted to understand what the bare minimum cost would be to repair the radiator issue,but there were additional recommendations made to replace the radiator hoses as well. This would be a common and recommended practice for a failed radiator replacement on an 8-year-old vehicle approaching ****** miles. ** addition, he also made a few other recommendations outside of the radiator replacement such as brake drums, etc. As ********************** had specifically inquired as to the bare minimum radiator replacement cost, the additional recommendations created confusion as to what was necessary or unnecessary in repairing the radiator. At this time, ********************** was offered a rental vehicle until she could speak with the Service Director.
  Upon his return and receipt of Ms. ********** complaint,*****************************, the Nissan Service Director, reached out to ********************** to better explain what was going on with the vehicle and to listen to her concerns. He was able to explain that the technician found that the radiator had failed not because of improper fuel levels or having left the cap off, but because the seam of the actual radiator itself had failed. ******************** also explained that during a basic oil change the only visual inspection would be of the reservoir, which is separate from the radiator itself, and that the scope of work of changing the oil and topping off fluids would have no influence on the integrity of the radiators seam. This was just an unfortunate component failure based on driving conditions, time, and mileage.
  Theron and ********************** have reached an agreement where we are reversing all rental charges accrued between the 1st and 7th of the month as a one-time goodwill, due to ********************** inability to speak with the customer directly regarding her concerns. ** addition, we will only be charging her a daily rental charge of $25/day during the remainder of the repair. We have also agreed to a discounted price of $1,300 to replace the radiator, the radiator cap, and coolant. Both ****************** and our service department consider this a fair and reasonable resolution and will consider the matter resolved once she has taken final delivery of her vehicle upon completion of work.
  Thank you and should you have any additional questions please do not hesitate to contact me directly.
  Regards,
  *************************
  General Manager
  Dick Hannah D*** Says Yes
  Dick Hannah Nissan
  *******************************************
  **************

• Initial Complaint

  06/03/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Took my car in for a differential/transmission service, 1-2 weeks later the 5th and 4th gear no longer worked in my transmission, took it back to the same place to have them diagnose the issue, they claimed it was the taller shifter that caused the issue, took the car to another shop they diagnosed the issue as the transmission fluid was low/ barely any inside the transmission, had them do all the work to fix it, talked the original dealership to see if they could find out why there was not enough fluid in the transmission they did an internal investigation. Claimed that they drained the fluid to diagnose the issue never stated that to me, and that is why the fluid is low, they also made false statements about the incident when this happened I was not asking for them to recoup the whole cost, but at least part of it, they denied that and claim that it is my fault.

  Business response

  06/27/2022

  Tell us why here...June 21,2022
  BBB ID:17317676
  Customer:*****************************
  To Whom It May ************** have received your notification of complaint filed by ******************** regarding her 2008 ****** Impreza WRX (VIN: *****************). Although her complaint does not mention this, ****** had been an employee of our dealership during the servicing of her vehicle. ******************** elected to do a differential service with our dealership on or around February 25th, 2022, at which time all work was completed and documented. On or around March 11th,2022, approximately ***** miles after her differential service, and with the vehicle now having just over ******* miles, ******************** spoke with one of the shop technicians and stated that they had lost the ability to use 4th and 5th gear. It is worth mentioning that Ms. ********* position with our dealership at that time was as the Warranty Administrator. As such,she worked very closely with all technicians and was an employee of our service department. The technician stated that she had admitted to him that the gears started going out after they drove the heck out of it. Although she now denies having said that, he does clearly remember her making that statement while they were discussing the vehicles issue. The technician, *****, followed diagnostic procedure by draining and inspecting a portion of the transmission fluid. In doing so he discovered evidence of metal in the fluid indicating that a new transmission would be necessary. We allowed ******************** to keep her vehicle at the dealership while she looked for a replacement transmission at no cost. There was no reason for us to add back in any more transmission fluid as she was already aware of the fact that it needed to be replaced and was keeping it parked at our facility.
  On April 21st,2022, Ms. ********* employment with Dick Hannah Nissan terminated and she elected to remove her vehicle from our dealership. She did so of her own accord with the knowledge that the vehicle had a bad transmission and should not be driven. In early June, ******************** requested to speak with her previous supervisor who is also the Service Manager, *****************************. During that conversation, she told Theron that she had taken her vehicle to another shop and that they had determined that the transmission had failed due to their not being the proper level of fluid in the transmission. However, we do not believe that they had known the fluid level was low because we had recently drained a portion of it back in April when we diagnosed that there was metal present and that she needed a new transmission. ******************** was already aware that the vehicle needed a new transmission well before she had taken it to the other shop. In fact, she had reached out to the sales department on March 11th,2022, the same day we diagnosed the failed transmission, and attempted to trade it in on something different due to the prohibitive cost of repair.
  Although we had absolutely nothing to do with the failure of Ms. ********* transmission,we did still offer to do the repair work at employee pricing, regardless of her no longer being employed with our dealership. We are sorry for Ms. ********* situation but are unwilling to compensate her for an issue that is unrelated to work performed in our service department. Should you have any further questions, please do not hesitate to contact me directly.
  Thank you,
  *************************
  General Manager
  Dick Hannah Nissan
  *************

• Initial Complaint

  11/28/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Over 6 months ago my car's stereo screen has been malfunctioning. I have contacted Nissan about this issue but they've done literally nothing about this issue. They have been telling me it needs a new stereo and that they're all in backorder, I have been told this issue has been escalated to the highest yet they have done nothing but blame covid-19 for this issue that should have been fixed over half a year ago. I took in the car about 3 weeks ago and they told me they were authorized to repair the stereo and that it would take about 1 week bit its been over 3 weeks already and I feel as if we're back to square one because this is what's literally been going on for the last six months. Just the run around and no action.

  Business response

  12/10/2021

  December 6,2021
  BBB ID:16185645
  Customer:*************************
  
  To Whom It May ************** have received your notification of complaint filed by *************** in regard to his inoperable car stereo. Mr. ******* frustrations are warranted and shared by us, the dealer, as we too have been looking to remedy his broken car stereo since he first contacted our team. Unfortunately, there is a backorder on the needed part and we have been unable to offer **************** a firm date as to when the part will be available for install. The replacement of his stereo has already been approved by NISSAN so, at this point, we are only waiting on the parts availability. We have been told by NISSAN that they may have an ETA available for us on Tuesday, the 7th of December. If we receive any new information we will inform **************** immediately.
  Our dealerships Parts and Service Director, *****************************, has been in contact with **************** and has committed to communicating with him, at least weekly, until the repair is completed. We have also escalated Mr. ******* case with NISSAN and have expressed to them the importance of expediting this part as the amount of time that has passed without an operable radio is considered unacceptable by both **************** and our dealership. We will continue to do all that we can, but are limited in how much we can do by the supply chain issues leading to this backordered part. We will prioritize Mr. ******* repair and move his vehicle to the front of the line once the radio is available.
  Should you have any additional questions please do not hesitate to contact me directly.
  Regards,
  *************************
  General Manager
  Dick Hannah D*** Says Yes
  *******************************************
  *************
  

  Customer response

  01/25/2022

  Over 10 months ago my car's stereo screen started malfunctioning. I have contacted Nissan about this issue but not much has been done. They told me the car needs a new stereo, but all units are in backorder, I have been told this issue has been escalated to the highest level of escalation yet nothing has been done, all I hear is "we're sorry to hear that, we apologize, we're working on it" etc.. I took in the car about 3 months ago and they told me Nissan authorized the repair and that it would take about 1 week but 3 weeks passed and I feel as if we're back to square one because this is what's literally been going on for the last 10 months. I filed a case with the BBB and Nissan Consumer affairs regarding this issue and got a call from Theron, one of the higher *** and assured me he is doing everything he can to have this taken care of. Nissan Consumer affairs also called me and gave me an ETA of January 2022. We're almost in February and there is still no end in sight for this issue.

  Partial refund for all the time this issue has remained unfixed. ; Waive deposition fee; Terminate the lease if Nissan is unable to finish the job.

  Business response

  02/07/2022

  February 2,2022
  BBB ID:16185645
  Customer:*************************
  
  To Whom It May ************** have received your notification of an update to the original complaint filed by **************** on 11/28/2021 in regard to their inoperable car stereo. As stated in our response at that time, all work had been approved by the manufacturer. However, with the replacement part still on a backorder, all we were able to do was continue to reach out to NISSAN, and apply pressure in the expediting of the backordered part to the best of their ability. Since the initial complaint, we have continued to correspond with NISSAN, and the part is now in our possession. We have reached out to ***************, and an appointment is set for tomorrow, February 3rd, 2022,so that we may proceed with the repair.
  As we have now received the part, and an appointment for the repair work to be completed has been set, we consider this matter resolved barring any unexpected issues during the repair. If you have any further questions, please do not hesitate to contact me directly.
  Regards,
  *************************
  General Manager
  Dick Hannah D*** Says Yes
  *******************************************
  *************
  

  Customer response

  02/07/2022

   
  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,
  
  *************************

*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. ↩