ComplaintsforMontgomeryville Nissan

• Initial Complaint

  12/17/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  ****** I payed $5000 for a used **** ****** from this dealership in August of 2021. This year when inspection came around I found out that it hasnt passed inspection in the pass 4 years and that the emissions has been waived for 4 years. They sold me a car that is defective and charged me more then what the car was worth. Also gave me misinformation on the cars condition saying that it has passed inspection.

  Business response

  12/28/2022

  To Whom it May Concern,

   This response is addressing Better Business Bureau Complaint ID# ******** filed by ******** ********.

   *** ******** purchased a 2009 **** ****** from Montgomeryville Nissan in August of 2021. The vehicle does not have an emissions issue as much conversation with the state has resulted in their granting an emissions waiver. There is a communications issue between the current emissions equipment and the vehicles onboard system. When the vehicle is due for its next emissions test another waiver will be provided by the state to *** ********.

   I was made aware of *** ******** visiting our location recently and having discussion with or General Sales Manager Peter H********. Mr. H******** offered to buy the vehicle for $2500.00 which is more than half of the original sale price of $4889. transacted a year and a half ago. This is a fourteen year old vehicle that still has both trade and retail value. I encourage *** ******** to pursue the trade or purchase options with Mr. H******** who i know is eager to assist.

  Steven B*********

  Executive Manager

  Montgomeryville Nissan

  Customer response

  01/03/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:

  1. I payed $4800 + $800 (for the car I traded in)=$5600*
  2. I reached out 7 months ago about the problem, so less then a year after i purchased.

  3. Mr H******** told me to talk to Steve B********.

  4. My problem is that I would of never bought the vehicle if I knew i would have to waive it every year. Also the price of $5600 that the car was given when i bought it would be significantly less since it didn't pass inspection.

  5. Your shop put stickers on this car knowing that the emissions test didnt go through.
  
  Regards,
  
  ******** ******** 

• Initial Complaint

  07/18/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had a 2002 Nissan ******, which needed a new A/C heater panel. Waited 3 months for it to come in after paying up front. When I went to have it installed on Tuesday, July 12, was told car needed new tires, brakes and did not have part for A/C etc. I informed service manager I could not afford a new car. He told me he would not allow me to leave with car. Had already called salesman to sell me new car. Two days later I find my old car for sale on their website for $5,994. I was offered only $500 for trade in but got $1,000. Funny how I couldn't get the car fixed, but Montgomeryville could fix it and sell it. My complaint is they committed fraud and scammed me. I want them to compensate me for the difference of $4,494. I feel they took advantage of me because I am a senior citizen and a woman.

  Business response

  07/26/2022

  The customers vehicle required several thousand dollars' worth of maintenance and her service advisor suggested she trade it on a newer vehicle as the investment needed at the time exceeded the value of the car in its current condition. The vehicle was listed for sale after the dealership performed the work necessary for Pa. state Inspection and detailing with an "asking" price not a transactional figure. We understand how this may confuse a customer who received less at trade, but they forget the cost absorbed by the dealer to recondition the vehicle.

   

  Business response

  08/12/2022

  As mentioned in our initial response several thousand dollars were spent to recondition the vehicle mechanically as well as additional expenses incurred cosmetically. We are in the business of retailing new and pre-owned vehicles with the hopes of covering all of our expenses and ultimately at the end of each month/year like all business's posting a percentage of net revenue to expense. The vehicle not being on the lot does not indicate that it was retailed or wholesaled at a profit nor does the asking price always reflect the transactional amount. We are sorry you feel as if you were not treated properly, it is the furthest objective from our intention. If you would like to sell or trade the vehicle back to us this month, we would be happy to buy or trade it for the price paid as long as the vehicle is in the same condition and without an unusual amount of mileage accumulated. (in excess of 1000 per month in which event we would deduct a nominal fee for excess mileage) Please feel free to contact me at your convenience.

  Pete H************

  General Sales Manager

  Montgomeryville Nissan

  Customer response

  08/23/2022

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:  I had no intention of selling my 2002 ******.  I was there to get the replacement for the A/C heater panel.  When I was at Montgomeryville Nissan in April for the repair, Cameron P***** was suggesting I turn the car in because the car was old and a replacement could not be found.  When I told him I could not afford a new one, he suddenly said he would have one for me in a week if I paid $180 up front, which I did.  I asked about the brakes, which had passed inspection in October but were acting a little funny.  He said to let them go until they go.  Great!  I'm supposed to drive with defective brakes.  Finally, after 3 months, the panel for the A/C was supposed to be there.  I went there on July 12 thrilled the problem would finally be solved.  I also told Cameron P***** that the car was making a funny noise when I applied the brakes.  This noise started the day after I took the car in in April, which makes me feel something funny was done in order for me to trade in the car.  All of a sudden, when I take the car in in July, it needs brakes, tires, there was a leak and not all the parts were there for the A/C.  The cost for the repairs was around $2,100.  Before he came to me with the news, he had already contacted Walt S***** and had a car picked out for me.  I told him again that I could not afford a new car.  He made it clear that "HE WAS NOT GOING TO LET ME TAKE THE CAR OFF THE LOT".  If I hadn't been in a state of shock, I would have told him he had no right to tell me that and left with the car.  Now, my question is, how come I couldn't get the necessary repairs and leave with the car?  However, within 2 days suddenly all the repairs, including the A/C, were all done and up on the website for sale.  Then approximately 2 days after that the site changes to AS-IS.  I doubt very much any detailing was done, as you mentioned, because the rear passenger door handle was still broken on the website.  Once I questioned the fraud, the car disappeared from the website.  A friend called to inquire about the car but was given a bunch of bull about the whereabout of the car.  
  I am sick of all your excuses.  I have been a loyal customer of this dealership for 20 years.  I always dealt with wonderful service people until this past year. I called Jim Marr, Steve Bernardino and you.  Not one of you had the courtesy to call me back.  At first I was offered only $500 for trade in value but got $1,000.  I want some compensation from Montgomeryville Nissan.  For as far as I am concerned, fraud was committed against me, especially by Cameron P***** and Walt S*****.  My next step is to go to the media and report your actions.  I will also advise friends and family to not buy anything from this dealership because they are not trustworthy.
  

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

• Initial Complaint

  02/28/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I had purchased extended car warranty at time sale. I was told first 3 years are normal warranty and additional payment is for extra 7 years, if I decide to sell my car I can get full refund before 3 years or prorated after that. I have tried reaching the manager, Matt L********* via email, phone, and visiting the dealership to get my refund. I get no response, I finally email saying I will report this business and he replies saying he will only give me prorated refund and it would take 4 weeks. I only had the car for 2 years and should get a full refund. Its been about 9 weeks now since that email and he has completely stopped responding or answering his phone. I'm frustrated and cant get anywhere with dealership. The sales reps I talk to say he is manager and only who can do anything. Please help me get my money back.

  Business response

  03/02/2022

  Matthew L************, Finance Manager of Montgomeryville Nissan, was in contact with ************** on many occasions. There was documentation required of ************** to complete the cancellation that was requested via email and ************** waited to physically bring to the dealership to process leading to a delay. At the time of sale ************** was informed both verbally and in writing that a full refund at cancellation would be provided if cancelled within 3 months (90 days), not 3 years. After 90 days a prorated refund is issued. The refund is being sent to the lender and not ************** as he was financing at time of cancellation. Refunds typically take 6-8 weeks to process from time of cancellation. **************'s refund has been confirmed and is being processed. Hopefully this clears up any confusion and helps to address the issue. Thank you. 

  Customer response

  03/29/2022

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because: The response is complete lie except the part he is referring to payment being credited to my loan and in fact that is what I am expecting from them and documentation when my request was fulfilled and how the prorated charges are calculated. 

  I have attached email communication between Matt and myself I could also provide my phone records that I have left VM to Matt's work line so many times. He never replied or even asked me for any documentation in fact I am the one asking him what is the procedure and when do I get documentation on confirm cancellation and how prorated charge is calculated but I get no response. He only responded to my email "1 time" stating I will get created of 1745 in by loan account and he never responded back to my email despite several attempts. And now instead of accepting the mistake they chose to cover up by lying without any supporting facts. This is even outrageous that they are not owning up to their mistakes. Such a shame, feels like kindergarten kids excuse.
  
  Regards,
  
  *************************

• Initial Complaint

  12/18/2021

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  This is the 3rd time I have been in for service at Montgomeryville Nissan. Two out of the 3 times I have been charged incorrectly. Its clear they are trying to rip people off and should be ashamed of themselves. This latest service appointment was on December 16 for my 2018 Nissan ******. Invoice number is ******. The service advisor was Christopher C****** and I told him to apply my Nissan rewards balance to the invoice and he said he would do that. He quoted me a balance of $280 over the phone. Then he calls me at 4:33pm to tell me my car is ready for pickup and they close at 5pm. I live 45 minutes away. So I paid over the phone since I wouldn't be able to pickup the car without paying. He then told me the balance was $263.16. So I figured that included the rewards balance discount. When I got the paperwork, no rewards were taken off the invoice. I called the next day and left a voicemail for service manager Jim M**** who never called me back. The service department does not answer the phone. I even called on Saturday and no answer. Very shady business practices.

  Business response

  02/01/2022

  Jim M****, our dealership Service Manager, contacted ************************ on December 22, 2021. He apologized for the error and issued a credit to *******************'s credit card in the amount of $35.00, which was $8.00 more than his reward account had as a credit balance.

  Jim M***** also explained that the reason for the delay in getting back to ************************ was due to a severe shortage of employees due to a Covid outbreak in our Nissan Service Department. At one point, Jim M*** was the only support person available in Nissan Service out of a total of 5 support personnel. 

  We sincerely apologize for the error and will work to correct in the future.

  Customer response

  02/03/2022

  [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

  11/23/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought a 2017 ****** in January 2021. I paid $12,000 in cash up front for the vehicle. The transmission completely died less than 30 days after purchase. I only lucked out to have a 30 day warranty on the purchase. It was approx $2500 in repairs. I needed a rental car for work while the car was being fixed and I submitted a receipt to them. I only asked that the rental charges be recooped, not the rental insurance charges (from **********). They've refused my request and ignored my emails and phone calls. The technician here today (11/23/2021) states there is no record of the receipt and no credit was issued in the system for the cost of the rental. Now, the car is failing inspection after just 11 months of driving to/from work a few days a week. I have driven no more than a few thousand miles and they want another $1,600.I'm extremely dissatisfied with my purchase because they inspected the car in Decembe 2020. I bought it in January 2021. It has been one huge expense after the next. There is no way this car passed inspection 11 months ago. This is fraud by misuse of inspection stickers. I have requested the names and contact information for the General Manager as well as the owner of Montgomery Nissan. There is no response from the business.

  Business response

  12/03/2021

  To Whom it may concern,

  This response is to BBB complaint #********

  This customer was in contact with the dealership and spoke with the General Sales Manager, Peter H*************. The transmission was replaced at no charge to the customer and has now been driven approx 10,000 miles and required $542 in order to pass Pa. Inspection. A tie rod end (wear item and not uncommon on a 74,000 mi vehicle) and a marker bulb. The loaner vehicle was acquired by the customer and not provided by the dealership which triggered the manufacturer to decline the reimbursement. Technically the manufacturer was not obligated to reimburse for the rental as the vehicle was already beyond its factory warranty on mileage. The dealership also offered to purchase the vehicle back for the original purchase price a year after the transaction. This was a sixty-four-thousand-mile pre-owned vehicle when purchased, now a seventy-four-thousand-mile vehicle and maintenance is to be expected.

  Steven B****************

  Montgomeryville Nissan

  Customer response

  12/27/2021

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
  Complaint: ********
  
  I am rejecting this response because:

  I was told I would be reimbursed for the rental. This business is crooked, I do not care what they say. I want the rental covered immediately. Be true to your word or face the consequences. The brake fluid would not be "sludge" unless i was driving a performance racing car at 200 mph regularly. Does it feel good to lie to customers and steal from hard working people? This is not over. It will not be over until you reimburse me like you  said. You're liars. Plain and simple. If the transmission died one week later you and I both know I would have paid 100% of the repairs. So don't pretend you gave me a gift when you sold me a car with a proven bad transmission nation wide. I got lucky. You have no respect for the community. None. You lied about fixing the most recent recall too. I took my car to another mechanic and they are fixing the recalled item. You didn't give me stickers but charged me for inspection. I had to pay twice for inspection because I don't trust you. Be true to your word or I will make sure the entire area knows how manipulative and dishonest you are. Pay me what you owe me. Do the right thing. Do what you said and this disappears.
  

  Regards,

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

• Initial Complaint

  11/04/2021

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  I bought a protection plan for my Wife's new used car from Montgomeryville Nissan with being told that the plan I was purchasing what it covered and what it didn't. Now that I need to file a claim under what I was told was covered their telling me that it's not covered. To which I am canceling my protection plan, but they need to make this right. Since they also new about previous scratches to my rim after they sold me the car telling me that they would take care of it. It has now been 4 months and they have not addressed my problem.

  Customer response

  01/07/2022

  Yes, they responded and rectified the matter sufficient to my satisfaction.

• Initial Complaint

  09/13/2021

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I brought this nissan ****** 2017 and was approved for a loan. The loan stated options in the car such as sunroof, gps, among others features. I confronted the sales woman ******************* whom sold me the car, about getting the dealership to add the options since I am paying for it. She stated they refused and only did that so the loan can be approved. I want the dealership to pay for half of the car loan since they lied and gave me a whole different car than what was described in my car loan.

  Business response

  09/20/2021

  This response is in reference to BBB Complaint #********.

    I have completed a review of all paper documentation and electronic records concerning this transaction from 01/31/2020 along with a copy of the window label that was affixed to this 2017 Nissan ****** which listed the options included on this specific vehicle. There is no listing on that label that indicates the additional options highlighted in the complaint. It is difficult to believe that customer (*******************************) was not aware of the option content included in the vehicle as she drove it prior to purchase and that this complaint is the first we are hearing from her in over a year and a half.

    The vehicle shortly after delivery had been involved in an accident as indicated by a ****** report ran today and has not been back to our facility since initial delivery. Perhaps this is the reason for any level of dissatisfaction **./******************* may be experiencing. At this point with so much time expiring since delivery and used car values at all time perhaps a trade in or purchase would be a viable option.

               Respectfully,

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

            Executive Manager

          Montgomeryville Nissan

*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. ↩