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:01/03/2025

  Type:Product 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.

  I purchased a 2022 Chevy Silverado from Baker Nissan North on 27July2024.
  The team that I worked with was,
  • Sales: Terry ******* • Sales Manager: Shawn ******* • Finance: Kene ******* The advertised price of the truck was $41,820.00. After negotiations, we agreed upon $38,500.00 as the price we were willing to pay and Shawn personally agreed to that while speaking with the us. This price was arrived at after 2-3 cycles with Terry going back and forth to speak with his manager. Shawn came over, gave his spill and asked us what we wanted to pay... he wrote down $38,600, I wrote $38, 500.00, and we agreed upon that price.
  Shawn offered us $6,000.00 for our trade-in; 2010 Lexus LS460L / ~139K miles. The signing process was done on a digital board that only highlighted places to sign and we were given a thumb drive instead of a paper copy. What we did not realize is that we did not get the truck at $38,500.00 as negotiated. A day or so later I pulled up the documentation to find that the vehicle was sold to us at the full advertised price of $41,820.00 + TTL.
  The truck was actually sold to us at $44,804.32.
  Then our trade-in value of $6,000.00 was applied resulting in $38,802.32 + Sales Tax + DMV Fees = $41,484.00.
  This is not what we agreed upon and have been cheated out of our trade-in.
  We agreed on $38.5K not including our trade-in. This does not add up. $41,820.00 - $6,000.00 = $35,820.00, not $38, 500.00, which it appears never got considered in the documentation process at all. This is not correct and not in alignment with what we agreed to. Met w/Shawn ~2 days later…he argued that we should have read before signing; arrogant and condescending. I sent a certified letter on 29Aug2024, detailing what happened and requested to be contacted…no response. Please help…this type of lying, cheating, and stealing has to stop! Nissan USA (Re: 51888255) said they don’t engage in local disputes….geez!

  Business Response

  Date: 01/31/2025

  We appreciate the opportunity to address this matter and assist in any way we can. After thoroughly reviewing the documentation with Mr. *********, we confirm that a trade was included at each stage of the process, as reflected in all related paperwork, including the document provided by Mr. *********.

  
  While we always strive to support our customers, a request to reverse a trade that was acknowledged and signed off multiple times on a completed transaction from last year presents challenges, particularly as it would require altering a contract that we do not own. That said, we remain open to discussing any concerns and exploring possible solutions within our ability. Please let us know how we can be of further assistance.

• Initial Complaint

  Date:11/15/2024

  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 01-Nov-2024 I brought my 2021 Nissan Rogue to Baker Nissan to have a CVT fluid service completed - invoice 77709, service advisor was Sam (Sam was excellent, btw).
  
  When bringing my vehicle to a dealership, I am expecting them to use OEM parts and fluids, and not 3rd party or aftermarket. This is why I pay extra to service at a dealership.
  
  Nissan has a history of malfunctions with their Jatco CVTs, which is why I performed the CVT service at 32,000 miles, at a dealership expecting Nissan NS-3 fluid.
  
  Dealership used a 3rd party aftermarket fluid - Wynn's - they also ran Wynn's CVT cleaner and Wynn's CVT "Fluid Enhancer" without my knowledge or consent. The owners manual repeatedly states do not use additives in the vehicle.
  
  Sam did work with me and allowed me to bring the vehicle back where they drained the Wynn's and filled the CVT with Nissan NS-3 fluid, however, this service will never get all of the old fluid out as a quantity remains in the torque converter during the service.
  
  Sam stated he had been trying to get ahold of his manager (I assume Service Manager Amiee Govea) but went ahead and authorized the the replacement of the fluid.
  
  I have been trying to reach Amiee to discuss this situation, however, calls and even opening a case with Nissan Consumer Affairs goes unanswered (Case #********).
  
  I regretfully am opening this case to get someone to contact me to discuss what the ramifications of adding all these additives and cleaners to my CVT means for the longevity of my CVT, and if it fails prematurely due to the cleaners and additives - a quantity of which is still in the CVT - what will Baker Nissan do to correct the issue. I have been a long standing customer of Baker Nissan and they've always done me right, but I can't even get someone to talk to me in this instance. This has been a VERY problematic vehicle and I am genuinely concerned a precedent has been put into motion that will cause premature CVT failure.

  Customer Answer

  Date: 12/14/2024

  Better Business Bureau:
  
  
  
  This letter is to inform you that while I never heard back from Baker Nissan, I no longer own this vehicle so the complaint is no longer applicable, filed on 11/15/2024 and assigned ID ********.
  
  
  
  Regards,
  
  
  

• Initial Complaint

  Date:05/12/2024

  Type:Product 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.

  I purchased a 2018 Nissan Sentra from this dealership and they had mislead me in every way they told me there's an inspection done on the car befor the sale like check every safety issues and do all the fluid change and all out to be that is not true and when I question that they told me oh the only inspection we do is a safety inspection next day I to go purchase the all four new tires on the car I was completely misled by this dealership I would think twice about getting the car from them before they sell it to the customer after they delivered the car in my house I went out in the car and the light came on right away for entire collision The car does not run properly up to this point I have not gotten my text yet I'm a disabled veteran I told them I need the tag I was told it'll take a week and a half it's been more than 3 weeks now The car does not run like it should then knew about it but the light was there just to sell the car I've tried to contact the dealership with no success to misslead person who is save money to buy a good car and this is what they do to a customer

  Business Response

  Date: 05/13/2024

  Good Morning , We are very familiar with Mr ****** as we have been in contact with him regarding his plates/ tag . Mr ****** had asked us to transfer a DV Plate to this 2018 Sentra which he had registered on another vehicle that he was still operating and had no other plate for , we explained we had to issue standard plates since he was not trading that other vehicle in and he was welcome to go down to the Tax assessor office and have them complete the transfer . We are waiting on the title to the vehicle he purchased as it was just traded in 2 days prior , Mr ****** has spoken to our title clerk and was very aggressive and rude to her and hung up the phone mid conversation . Mr ****** spent 30 minutes on a test drive in this 2018 Sentra with his sales consultant in that time they went over the as is purchase disclaimer , Mr ****** had a vehicle with him at the time of purchase and requested to have this 2018 Sentra taken to his home which we complied to do that evening . Mr ****** spoke about purchasing tires for the Sentra however he found better pricing at another tire center and choose to have the tires put on at an outside location he , this is why we agreed to his offer to purchase the vehicle as is , he did not want the price of new tires included in the sale price . This vehicle was sold with 108,205 miles as is , Mr ****** test drove the vehicle , Everything was very transparent from the AS IS purchase to the Policy on obtaining plates on the vehicle since he was not trading in the vehicle that had the DV plates assigned . Once we have the Tag/Plates we plan to over night them to Mr ****** which he is also aware of 

  Customer Answer

  Date: 05/17/2024

  Better Business Bureau:GM .giving misinformation again nothing on the tire  NOTHING was discussed with them ..I was told that THEY  inspect the car change the fluid and everything turned out to NOT TURE.as for the plate I was told to take a week and a half these people are lying I was not rude but when somebody tells you a week and a half and it turns out to be 2 we..,I cannot believe a reputable company like this would do this to our customer,YOU CAN SEE FROM PIC IN MY PDF.THANKYOU
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  
  
  
  
  [Provide details of why you are not satisfied with this resolution.]
  
  
  
  Regards,
  
  
  
  
  
   
  

  Customer Answer

  Date: 06/12/2024

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  
  
  
  
  [Provide details of why you are not satisfied with this resolution.]
  
  
  
  Regards,THEY HAVE s a misleading consumer with the car potential transmission problem they knew about it and still sold the car  I wanted to give them an opportunity to do the right thing but apparently they are not interest thx for ur help
  
  
  
   
  

  Business Response

  Date: 06/12/2024

  Thank you for contacting us regarding the concerns with your 2018 Sentra. We would appreciate the opportunity to inspect the vehicle and determine if we can address the issues, as the picture you provided suggests a sensor issue with some of the driving aid systems, rather than a transmission problem. Please inform us of your preferred date and time for an appointment, and we will ensure that the appropriate personnel are available to thoroughly examine the vehicle and discuss the matter with you. Thank you.

  Customer Answer

  Date: 06/18/2024

  [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 would like to thank you guys for helping me out as far as they offer I'll be driving over 500 miles What are they actually going to do and who am I supposed to contact I do not want to get there and get a lip service The car does  HAVE  transmission problem I did take it to a shop they checked it they told me they yes there is a transmission problem and this other problem too so what are these people exactly willing to do for me to drive 500 mi there thank you. So far I had written to the director over there and the manager nobody has bothered to return my email I'm worried doubtful if anything will be accomplished I think this is just a lip service from them
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  
  
  
  
  
  
  
  
   
  

• Initial Complaint

  Date:04/25/2024

  Type:Product 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.

  9 Jan 2024 ***** Nissan Dealership 19630 NorthWest Freeway
  Purchased a Lexus, NX 200T 4x2, 4Dr SUV for thirty-one thousand dollars. ($31,000)
  16 Jan 2024. vehicle was pulling to the right, and thebrakes were grinding. I was told to go to sales to inform Marquess *****. They said to come back the next day as they did not have Lexus brake pads in stock.
  17 Jan 2024. Brake Pads replaced, when I asked for a receipt, indicated that I did not need a receipt.
  1 Feb 2024 After waiting for 2 hours, Mr. ***** indicated they can’t find anything wrong with it. They took it to the Lexus dealership but they could not find anything wrong. I told him that I would take it to another Lexus dealership.
  9 Feb 2024 Northside Lexus Dealership. all 4 tires needed replacement, front
  passenger side tire was in the "red" the brakes were grinding they used after market brake pads and shims in the front, rear brakes rotors, shims and pads need replacement, a wheel alignment , and front and rear windshield wipers needed replacement.
  10 Feb 2024 Sales Manager, Shawn ******* read the report, said. “I’m here to sell cars” And I said, you are going to putnew tires on this vehicle, and fix the front and rear brakes with new pads, rotors and shims.told me to come back with a receipt of the brakes, they would pay for half.
  11 Feb-March 31. I left over 12 voice messages for District Manager, Brad *****, no return call.
  8 April 2024. emailed Brad *****, no response.
  10 April 2024. asked for Brad *****, told to call the 800 number.
  10 April 2024. reviewing the contract, I declined the GAP/Extended Warranty.
  10 April 2024. Called 800 number, Brad ****** was not reachable there, asked for information to intiate a complaint, given the email to send the information, but the email bounced back.
  11 April 2024. Contacted Amanda ***** to cancel the GAP/Extended Warranty.
  24 April notifed Nissan Consumer Affairs to take immediate action within the next thirty days, (30) or filing a civil court complaint

  Business Response

  Date: 04/26/2024

  Thank you for contacting us. We value your concerns and are committed to addressing them thoroughly. Based on our ongoing correspondence, the vehicle underwent inspection at Lexus after the work was completed in-store, and it was cleared with no reported issues. A subsequent inspection at another Lexus store also confirmed that everything was clear, with a recommendation for maintenance in over a year's time. It's worth noting that we have previously performed the requested work for the customer, and the vehicle was cleared by two additional stores.

  
  Regarding the cancellation of a product, we are more than willing to assist with this matter. To facilitate this process, could you please provide a reliable contact number?

• Initial Complaint

  Date:01/31/2024

  Type:Billing 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.

  In Nov 23 I was looking for a car and was working with Sebastian. We could not make a deal so I thought we were done. I had an email from Stacey in Dec 23 asking if I was still looking and and I said no. Well Jan 24 I check my credit report and see 2 hard inquiries from Baker Nissan on Jan 5 and Jan 7. I'm not looking for a car and did not give them permission to run my credit since Nov 23. I emailed and left message with no response back. Jan 31 2024 I called and talked to Kene in Finance. He was so rude and condescending and insinuated I was not smart enough to understand my credit report. He denied running my credit report this month even though all 3 reporting agencies show it. He took my number down and said he'd call back. Not holding my breath. I emailed Kene and another finance manager Christian ****** afternoon of Jan 30 2024 with a screen shot from my credit report clearly showing it was a hard inquiry twice. All I'm asking for is them to remove the inquiries from my credit report. The receptionist at the time I called said this is a very common complaint and I should "stay on them" about it.

  Business Response

  Date: 03/04/2024

  We have supplied all 3 credit bureau's with a letter of Fault and requested all inquires be removed , WE did speak with Ms ***** who agreed to remove the compliant and review once proof of the letters were supplied to her which we also did to her requested address . We were working with Ms ***** in December on purchasing a new vehicle , she did decided after some thought she would like to wait a few more months , she did authorize us to run her credit at the time she was here earlier that month , and submitted an application online and authorized Baker Nissan to view her credit and apply for financing approval . We had not found the correct vehicle and price point at that time and it was after that time Ms ***** did request we hold off on any proceedings for credit and loan approvals . We did clear our open Customer lead applications thru our credit application system and it was than that her application was accidentally submitted , WE had no fraud or malicious intent , We have spoken to Ms ***** since we sent the letters to all 3 Credit Bureau's and offered to still proceed with assisting her in purchasing a new or preowned vehicle which she did respond and we hope to still place Ms ***** in a vehicle at some point this year . 

• Initial Complaint

  Date:01/29/2024

  Type:Product 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.

  Sold them a car and they have yet to pay me the full amount and it’s almost been a month. Has told me a few times they will get it done. But still waiting. Super bad business practice.

  Business Response

  Date: 02/22/2024

  In response to Mr ** and his complaint of non payment for purchase of his vehicle we are attaching the 2 cashed checks payable to Mr ** for his equity and the additional payoff difference owed to him , Mr ** offered his Vehicle as a Trade toward the purchase of a new vehicle under a Co-investor's name , we issued payment to his lender for the amount Mr ** verified was owed at the time and issued the equity to Mr ** directly , there was a slight delay due to the payoff amount Mr ** provided being off by 54.00 once we were able to establish the correct amount due we made sure to send that to Mr ** Fedex which he did receive and cash .Recently  Mr ** contacted his sales consultant requesting another 300.00 in equity for his Vehicle because he felt that the 200.00 over his Carmax offer was not enough and we could have given him 500.00 .

  We explained to Mr ** that we paid him equity over Fair Market Value by 200.00 to earn his business and at the time of the transaction he was accepting of this amount . WE have not in anyway acted in a deceptive manor or withheld any funds due to Mr ** . 

  We ask this be closed with no prejuduce to Baker Nissan and our good standing with the BBB