ComplaintsforTrophy Nissan

• Initial Complaint

  04/15/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I was sold a vehicle that they told me nothing was wrong with . The vehicle has engine and electric problems and they are refusing me a refund

  Business response

  04/16/2024

  Mr. ****** purchased a preowned vehicle mid February 2024.  On Monday, April 15,2024 Mr. ****** contacted Trophy Nissan stating that the vehicle purchased is experiencing an issue.  We asked Mr. ****** to allow us an opportunity to inspect the vehicle and see what could be done to correct the issue he is experiencing,  Mr. ****** is refusing to bring the vehicle in for us to inspect. Unfortunately, we cannot move forward with any resolution without inspecting the vehicle for his engine light concern.  Again, Trophy Nissan is willing to help figure this out, but Mr. ****** is refusing to allow us this opportunity. I have attached the transcript of the phone call for your review.

• Initial Complaint

  04/04/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  They started with the purchasing of a new car I get a free oil change but they refused to give me one. This is false information and advertising. Dealerships should be shut down. The company tells lies and misleading information about buying a new vehicle

  Business response

  04/06/2024

  To Whom It May Concern: 

  Trophy Nissan sold a 2023 Nissan Kicks to a *********************** on January 14, 2023 with 16 miles on the new vehicle.  At the time of the sale ****************** was provided with a blue voucher card (a photo has been attached) that would allow ****************** to receive their first oil and filter change at no charge.  On Thursday, April 4, 2024 ******************* came into the dealership demanding her oil change be completed free of charge.  Being the vehicle now has 23k miles, our service advisor looked up the information to see if a maintenance plan *** have been purchased with her new vehicle.  There were no maintenance plans purchased and no voucher presented.  After being told that ******************* had no maintenance contract and no voucher, ******************* started getting loud, cursing and being abusive.  She then went up front demanding to speak to the owner, at this point she was told she needed to speak with the Service Director, ******************.  When asked where she has been getting her oil changes performed, ******************* told my advisor she had been going to Wal Mart for that.  A voucher is no different than a gift card, in order to redeem the goods and services it must be presented as payment.  She chose not to involve the service director and continued to cuss and defame Trophy Nissan with whomever would be within hearing distance.  She finally left without an oil change or any other incident.  

• Initial Complaint

  03/01/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Hello. I had a 12pm appointment on 2/27/2023 to get my oil changed. Two others waiting in the waiting area were there to have an oil change done as well. It took Trophy Nissan workers almost 3 hours to do my oil change, and I had an appointment. My arrival time was 11:38am when they put it in the computer. I didn't leave until after 2:11pm. This is ridiculous! The woman who was in front of me said she had been waiting since 11 something for her vehicle and all she was getting was an oil change too. If we have an appointment, an oil change should be done in less than an hour. If workers are running behind by hours, then notify the customers in advance so we can bring our vehicle in at a later time that day or on another day, and don't overbook so you can have time to do what people have scheduled. That's the point of scheduling an appointment, to have the service done in a timely manner, and to get your vehicle back. Up to 3 hours is ridiculous for anyone to have to wait for a simple oil change. They didn't do my vehicle until I inquired about it again and told them to bring it out from back if they haven't started on it so I could take it somewhere else. I shouldn't have to say nor do that.

  Business response

  03/04/2023

  Contact Name and Title: Kevin *******
  Contact Phone: **********
  Contact Email: k*******@vtaig.com
  I called to apologize for the delays in servicing her vehicle. i left a voicemail message along with my contact information to resolve her concerns, as well as an email. I know that I will be able to satisfy her complaint.

• Initial Complaint

  02/22/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  08/09/2021 my autobile was involved in a accident at the time i was going and ongoing with identity theft. and fraud AAA refused to fix the vehicle so i decided to pay out of pocket for my car. The sells lady LeeAnn charged me 19,000 at the time I told her no since the insurance company wasn't going to pay for it she initial that they had already taken the car apart I asked how when i didn't sign documents. For them to fix it so she said they would drop the payment down I Kept refusing because i wanted my car to go to the Chevy dealership i asked for them to put my car back together please so they dropped payment down to 14,000, I paid 1,000 down for them to get started they were taking way to long it had been 4 months I went down in January paid them 3,000 dollars checked on my car still waiting on parts they said in March I picked my car up and paid the remaining balance 11,000 10 in cashiers check LeeAnn was not there another sells rep, I noticed alot of issues wrong with my car it was only damage on the back driver side rear and bumper and interior damage as well I didn't drive the car for 6 months because the car was driving weird and the tags were going out so parked the car in November the battery needed charging that's when I realized the motor was changed before that I took it to the chevy dealership to get it inspected for tags so I asked why wasn't my back cameras wasn't working and the interiors lights was not working the lights on my head liner were not properly working so they told me contact Trophy Nissan whiched i did i was told they did not do it I also asked why did they change my motor and everything about my car. I Purchased a 2019 camaro brand new I paid 42,000 cash from Chevrolets ***** off of R.L. Thorton Frwy April 22,2019 everything was new they changed my car to 2017 model the car even smell old seats and everything , but I was told they did not the vin number on the motor do not match the vin that came with the car a mechanic pointed it out to me I took pictures of everything you can also tell the old motor from the new parts and from the corrosion. Now I'm left up for paying for motor and transmission sooner than I thank this issue please needed to be resolved.

  Business response

  02/24/2023

  Customers vehicle arrived at the shop on 8/17/21 and left of 1/12/22. Customer did pay out of pocket due to her insurance refusing to cover the claim due to possible fraud. Since she paid out of pocket for the repair we agreed to perform the work at a discounted rate. Customer came in multiple times to sign repair authorizations and to pay for repairs in partial payments. A few weeks after picking up her vehicle there was an issue with backup camera which was repaired at Chevy and we reimbursed her for that repair. Even after the repairs were completed the customer would call yelling and using profanity which made it difficult to understand what she was saying. We asked her multiple times to bring her vehicle in if she was having issues and she never did. Not once did she mention issues with the engine and per the repair that was not even an area that we touched. The damage that was repaired had nothing to do with the engine. I am attaching the pictures we took as well as the estimate. Customer paid for the work that was performed and there is nothing owed at this time back to the customer.
  

• Initial Complaint

  10/25/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  This transaction with Trophy Nissan has been questionable from the start. First they tried to charge us 23.5% interest, We went to our credit union to secure a reasonable auto loan and returned to complete the purchase at the dealership. The advertised price on this vehicle was $17,777 but once we started signing documents we were told $2,100 of upgrades were already installed on the vehicle and we would need to pay for it so we moved forward. They should have been honest with the advertising and advertised the vehicle for the total price they were expecting to be paid. We completed the paperwork and had delivered the check from the credit union and we were told the care would be ready in a few days once they detail it and repair the light. We are now 13 days out from when they received payment and we still do not have our vehicle. We called yesterday and was told the vehicle would not be ready for another week because they are waiting on a part to come in that **** fix some shifting issues in the truck. My question is why was a vehicle listed that was not ready for the consumer to take possession especially when the advertised price was also not honored.?

  Business response

  01/17/2023

  Business Response /* (1000, 5, 2022/11/01) */ Thank you for the opportunity to respond to the complaint submitted by our customer Ms. ******* ******** ("Customer"). The Customer and her husband came to Trophy Nissan ("Dealership") looking to purchase a truck. They had located a specific vehicle that had just been posted online and came to the Dealership to inquire. At the time of purchase, the Customer was informed the vehicle would not be ready that day for delivery due to a pending part that was expected to be delivered that day but was necessary for the vehicle to pass *** state inspection. The Customer understood and continued with the purchase knowing the current status of the vehicle. The part arrived for the vehicle and unfortunately it did not resolve the issue and allow the vehicle to pass *** state inspection. The Customer was informed that an additional part was needed and that the Dealership would be obtaining this at no charge to the Customer. Also, since this was an additional delay, the Dealership offered the Customer a loaner vehicle for the duration of the time they are without the vehicle. However, the Customer advised they would require a full size truck. The Dealership only has one loaner truck that meets this requirement. The Dealership advised the Customer they would contact her as soon as the loaner truck is available. As of October 31, 2022 the vehicle the Customer purchased is repaired and delivered to the Customer. As for the advertised price not listing all of the upgrades, the online price advises the price does not include all pricing items. Further, the dealer added options was only an additional $1,595.00 not $2,100.00 as the Customer stated. The dealer added options were clearly displayed on the window sticker of the vehicle at the Dealership in addition to the Purchase Agreement signed by the Customer. After speaking with the Customer, it is the understanding of the Dealership that her concerns have been addressed.

• Initial Complaint

  10/15/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I brought my 2013 nissan altima to the service center in April for a safety recall for a hood latch and a law suit settlement for a safety recall for the headlights. I was told the headlights were ordered and should be in September or October. I have called the last 2 days and was told there is no current recall and that a service tech would contact me which has yet to happen. This is a safety recall which should be handle as a priority. I have contacted the corporate office and was told that my best point of contact is the mesquite tx service center. I feel they have no sense of urgency when it comes to a safety recall and have made no attempt at communicating with me on an estimated delivery date for parts.

  Business response

  12/28/2022

  Business Response /* (1000, 5, 2022/10/17) */ Contact Name and Title: Kevin S****** Contact Phone: 9726132000 Contact Email: ks******@vtaig.com The vehicle has no outstanding recalls on it. Nissan had a warranty extension for the headlights that expired August 2019, however the dealership placed an order on 5/06/22 for headlights on this vehicle. Due to parts on backorder the headlights for this vehicle have not yet come in. We have started receiving headlights that were ordered previous to **** *****'s and can utilize a set of these for her vehicle. Parts delays have been an issue within our industry for some time and the delays are just taking time in getting caught up.

• Initial Complaint

  10/06/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On may 26 2022 , I went to trophy Nissan to see about a 2018 Cadillac CTS, things went smooth so I traded in my 2017 Chevy Silverado . After I took the car home the next morning I heard a weird noise and told the sales guy "Gerardo Puentes" about the issue. He later said bring it by and they inspected it and offered to fix it so I said great , only bad news was the part was on back order, so I waited and waited for a month and after a month I called constantly and told them "hey it's getting worse" nothing was done just the same sentence " it's on back order we can't do anything" so I said "well can I trade it in, or can y'all pay for the service from my mechanic cause he has the part?" And they said no. So now it's October 5th and the part that I needed wore out so my car is just sitting broken down. It's been 4 months I've been waiting and now I can't drive my own vehicle. I also have MPP coverage and they say they can't make a claim because the parts still gonna be on back order. At this point I just want them to be able to pay for the labor and parts from my own mechanic because unfortunately they aren't doing anything about the situation.

  Business response

  12/14/2022

  Business Response /* (1000, 5, 2022/10/10) */ contacted Mr. ********* and explained back order parts situation. sourced for a used part and none available , new part is still on backorder with no ETA and none in the country available. I explained that if he has a shop that can obtain the part to send me a detailed estimate and we would proceed with that repair. Mr. ********* has not been put off, we have truly been waiting on part availability for months.

• Initial Complaint

  08/31/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Bought car in June. After purchase had to buy 4 new tires as I went to pipe boys for them to go over car due to tire sensor being on, they pointed out 2 tires had bubbles on side wall. All 4 tires were different brands. Oil need changing was black amd sludge on stuck so did flush job. Tint which they changed me trophy in final purchase price is bubbled and cam barely see out it. Driver side has bad bearing why there is a humming sound when u get car over 50 mph. Not pleased woth what was wrong with a 2014 used maximum. Figured it being a actually dealership car would be better quality during sale instead of this. Would of been better going to buy here pay here place would of been same treatment but there expected for what I paid for

  Business response

  10/27/2022

  Business Response /* (1000, 5, 2022/09/02) */ I have attempted to reach out to Mr ***** to see what we can do to help with his concerns. Have not been able to make contact with him as of yet but we certainly do value him as a customer and are more then willing to help him in order to bring this matter to a satisfactory resolution for him.

• Initial Complaint

  08/30/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Trophy Nissan in Mesquite and dealt with Jose F. He had recently called us telling us that this is the best time to sell them back our 2019 Altima, so we proceeded to make an appt. on Sat. w/Jose as the afternoon went Jose took all of our info., ran our credit valued the vehicle & we test drove a 20 Altima SR. We got approved with a high APR & signed docs. stating the vehicle was approved for purchase. We waited for Financing to approach us to finalize the final steps. As Mr. Ivan G. approached us he had a great Demeanor as we walked into his office, we talked about his cologne,trips,family,pets, friends etc. As he continued we ended up talking about extended warranty on our vehicle we signed documents for to purchase. As we declined the ext warranty Mr.***** then proceeded to lie to us stating the new vehicle had over 8 computers that I should be worried about & that his GM's newly bought Mercedes G-Wagon had been in the shop for over 8 times although it only has 4k miles on it as we continued to decline the ext warranty he then proceeded to tell us about how expensive certain items cost on the vehicle, we declined yet again he then got up & left the office w/out telling us what he was doing he was gone for sometime we started getting notices that our credit was being checked again he came back in the office with a totally different Demeanor, you can tell he was Visibly upset & mad he wasn't speaking to us at all he then asked me if it was the price of the ext warranty that was keeping me from getting it, then said No he then proceeded to tell me he was working on something he didn't mention what he was working on I then stated that w/e deal he was working on I was also going to decline that deal he then stated that he was working on my APR. I thought he was trying to lower it & then come to find that he was trying to raise the APR even tho we signed docs with a set APR. We didn't get the car & it was because of Mr. Ivan G.Will not do business w/Trophy Nissan again

  Business response

  10/26/2022

  Business Response /* (1000, 5, 2022/09/01) */ Mr. ******* ********* , visited Trophy Nissan on Saturday the 27th of August. To my knowledge he was treated like a valued customer, we worked a deal up for him on a 2019 Nissan Altima and had him sign preliminary paperwork for his purchase. Once he came in to the business office we did offer vehicle protection packages that would benefit him in the event of a service visit or break down. We do like to give examples of break downs like Mr. ********* stated. These product are all optional. unfortunately after further credit review and the banks response Mr. *********'s annual percentage was higher than our estimated preliminary annual percentage. For that reason Mr. ********* never signed a contract with us. We at Trophy Nissan , value him as a customer and want to apologize if this caused him any inconvenience.

• Initial Complaint

  08/12/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  On May 31, 2022 I bought a used Nissan Altima from Trophy Nissan due to the total loss of my previous Altima when a truck crashed into my home and garage May 13. Prior to the final payment, they had agreed to fix the 3 or 4 (cosmetic) items that I had noticed, and they did. I also bought a 2 yr. extended warranty for major engine parts. I DID NOT DRIVE THE CAR AT NIGHT 'TIL Father's Day, June 19, when a family emergency required picking up the family from a hospital ER in Los Colinas . Shock! The headlights were so very dim, and their range so limited, I had to use the brights all the way. No surprise, other drivers DO NOT LIKE cars driving with brights on! Though the light switch had worked when I was test driving it, it was a sunny day. I truly believe that in the daytime, without a special meter to measure such things, there is no way a customer can know that lights are too dim and need fixing. Should dealers not check something so important as headlights, just for safety of customers/ potential buyers BEFORE they offer a car for sale? I called Trophy the next morning, and an appt. was set up with Service for Monday, June 27. I had a bad reaction to a Covid booster a few days before, and called that Monday to postpone it 'til later. The woman answering said she'd get the message to ***** in Service. A call or 2 later, Maurio(used cars) and I reset the appt. for Mon. July 18. That day, ***** in Service checked it, said it needed fixing, but he'd have to clear the order for parts with mgt in Used Cars. I waited a few weeks, called Service again, no call back so I called and spoke with Richard in Used Cars mgt, and he said he would not ok it. He stated that too much time had gone by. No callback by him. I am very disappointed in the lack of concern here, for the safety of customers/buyers- surely a responsible car dealership would check out brakes, lights, etc., before offering to sell a car. MY TRUST in TROPHY NISSAN IS NOW VERY LOW.

  Business response

  09/15/2022

  Business Response /* (1000, 5, 2022/08/15) */ We have reached out to Ms ********* and informed her that we have ordered her headlights in order to get her concern addressed. Once the headlights are here we **** reach back out to schedule a time, convenient for her, that she can come out and have them installed. Consumer Response /* (2000, 7, 2022/08/16) */ (The consumer indicated he/she ACCEPTED the response from the business.) I received a call yesterday afternoon from the Director of Trophy Nissan Pre-Owned. He apologized for the problem remaining unsolved, and reports he has ordered the parts to replace the dim headlights. When they arrive, he states I **** be contacted and an appointment set for the work to be done. I was very pleased that I got such a Quick response from the company, and that he understood and sympathized with the concerns I had shared in my complaint. Thank you, 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. ↩