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:02/25/2025

  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.

  On December 20, 2024 I went to Lugoff Nissan to cancel my car extended warranty. Per the warranty contract, that is the only place I can cancel this warranty. I have physical proof of the date and cancellation request via cancellation form with the dealership signature on it. After multiple calls and emails throughout the past two months, the dealership has still not begun my warranty cancellation. I know this because I called both the former lien-holder of the car, and the warranty company itself, and neither of them have any record of the dealership sending over a cancellation Request. I have call recordings of those as well if needed. I believe that they are intentionally not fulfilling my request and hoping that I give up. I don’t know what else to do because I can’t get a hold of anyone there.

  Business Response

  Date: 03/12/2025

  we canceled this warranty on 02/27/2025 the cancelation amount will go do the lienholder. the policy has been canceled and a credit should be shown on the customers loan account

  eddie m (GSM)

  Customer Answer

  Date: 03/13/2025

   I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. It’s quite pathetic that Lugoff Nissan needed a BBB complain to do what they are contractually obligated to do. I hope they treat their customers better in the future.
  
  
  
  Sincerely,
  Micah V*******

• Initial Complaint

  Date:01/08/2024

  Type:Sales and Advertising 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 12/27/2023, I contacted Lugoff Nissan about purchasing a 2023 Nissan Frontier (*****************). At approximately 5 pm, my wife and I arrived at the dealership and test-drove the Frontier while our trade was being evaluated. Upon sitting at the salesperson's desk, Shane Parker told us that the price on their website was incorrect and a "marketing mistake." Upon receiving the pricing breakdown, it was clear that the price reflected on the internet was not the actual sale price. After my objections and informing him that the internet price was why we came, the sales manager Dan ******* attempted to explain away the issue. The online special price should have represented the total cash price available for a regular customer. Other discounts (college grad, military, etc.) were not included in the online price and were not expected. The price on the internet was $44,034. The actual dealer cash price was $46,534.00. This is a clear violation of the CARS Rule and UDAP.

  Business Response

  Date: 01/08/2024

  In regards to this complaint, the customer was explained that he must qualify for all incentives applicable to the particular unit he was attempting to buy to obtain the Internet Price.  I personally presented the customer with Official Nissan Documents explaining how Nissan's and Lugoff Nissan's Incentive Programs work.  I also presented the customer with proof where I checked to see if he/she was on the Nissan Manifest to qualify for the Owner Communication Rebate.  He was not on the Manifest of Nissan Owner's nor did he qualify for the College Grad or Military Rebate.  The customer was also given the Official Nissan Incentive program in which he has to Finance with NMAC to receive the $1000 Captive Cash Rebate.  All of our Advertisements are sent to Nissan to make sure they are Compliant by our Marketing company Motivated Marketing.  I have attached a copy of one of our current Internet Offers that clearly states in the Disclaimer that All Incentives are retained by the Dealer and the Customer must See Dealer for Details.  This customer has chosen to leave out his primary concern as I understood it when he was here off of this complaint which was that he wanted us to give him $21,500 for his Trade In which I presented him with proof that Rogues just like his were going through the auctions for $18,500.  He has also omitted the Disclaimer for the particular unit he was trying to buy.  

  Customer Answer

  Date: 01/13/2024

  
  
  Complaint: ********

  I am rejecting this response because:
  

  I am familiar with Nissan's
  incentive programs. Since 2018, I have purchased two Titans and the Rogue. I
  bought them all at the same dealer with no issues. If we had not moved to the
  Columbia area, I would not have had the misfortune of dealing with Lugoff
  Nissan. The $44,034 internet price reflects the dealer discount and two
  incentive programs that I qualified for. It does not include any of the
  incentives/rebates mentioned by Mr. ******* that I do not profess to be
  eligible for. The advertisement clearly shows the dealer's discount and
  separately the two additional bonus cash offers as separate line items that
  reduced the price to $44,034. I have attached another document to illustrate
  this.
  Ironically, in his response,
  Mr. ******* references his marketing practices. Shane Parker, the salesperson,
  told us that the internet advertisement was incorrect and blamed the marketing
  company. Mr. ******* states that the marketing and advertising are correct and
  compliant per Nissan. You simply can't have it both ways. Perhaps Nissan
  expected them to sell the vehicle at the advertised price.

  Ethics aside, Mr. *******
  references the universal catch-all disclaimers and "must-see dealer"
  as if that somehow gives them license to mislead customers without
  penalty. 
  Mr. ******* also references
  the trade. Yes, based on the ****** history-based value of $21,350 and another
  quote of $20,500, I thought the $18,500 value was low. He referenced auction
  values. "Trading" a vehicle involves both the selling of the
  "trade" vehicle and the purchasing of, in this case, a new vehicle.
  Mr. ******* may be able to purchase a Rogue from the auction, but that does
  nothing to his new car inventory. This, unfortunately, is just another tactic.
  Lugoff Nissan does have the
  right to offer as much or as little as they want. If they had been honest with
  the price of the new Frontier, I could have easily gone with an online cash
  offer or sold my car to ****** and purchased the truck without trading.
  Laughably, they are advertising $2,500 over KBB value now. I guess they aren't
  too concerned with auction prices. You better check the disclaimers on that
  one.

  Also, an allegation was made
  that I omitted a disclaimer. If this is about the screenshot of the
  advertisement, it is just that, a screenshot taken with my phone so I could
  recall the price.

  Seeing that Mr. *******
  mentioned that I left out the low offer on my trade and my phone screenshot did
  not contain all the legal disclaimers, I recall an additional detail I need to
  share. I had to ask not once, not twice, but three times for Mr. ******* to
  return my car key so my wife and I could leave.

  So, to recap, you have bait
  and switch deceptive practices, you have the salesperson and the sales manager
  providing two different reasons why the internet price is not the actual price,
  and you have aggressive tactics of holding the customer's keys hostage to keep
  them in the dealership.

  I will continue to pursue
  this, not for me but to warn the people of this unethical and deceptive
  behavior. I hope this is not indicative of Lugoff Nissan as a whole, but the
  official response to the BBB leads me to believe it is. I will contact the dealer
  principal and maybe Nissan corporate to see if this behavior is condoned. I
  graduated high school from Lugoff-Elgin and still have many connections to the
  area. I do not want to see my friends and neighbors treated this way.

  ***** *****