ComplaintsforTrophy Nissan

• 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> **** *********

• Initial Complaint

  07/24/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I took my business vehicle to them for repairs on May 28th 2022, and was not made aware of the length of time it would take to fix my vehicle. I called to speak with the mechanic, Brice, and he tells me he needs a certain part, a harness, and he can finish my car. He told me he received the part and was repairing my car. I called for an update 2 days later and the receptionist tells me he had not received the part. Now he is telling me he needs a plug to finish my car and the part has been ordered through FedEx and he hasn't received it, even though it was shipped a week ago. I called to get an update on July 22, 2022 at 5:23pm to be told by the receptionist he is waiting on the HARNESS. The lies being told are so unnecessary. I just want my business vehicle fixed and returned.

  Business response

  08/31/2022

  Business Response /* (1000, 5, 2022/07/25) */ Contact Name and Title: BILLY T***** Contact Phone: 9726810859 Contact Email: b*******@vtaig.com The wiring harness, and the pigtail replacement for the wiring harness were both ordered on 5/30. 2 days after parts were ordered, we received a status of both parts being on national backorder with no ETA. We ordered both wiring harness, and pigtail, to have 2 open options of parts coming in, hoping 1 would arrive before the other, to get customer taken care of. As of of today 7/25, the pigtail arrived in this morning. Customer has been notified, and should have repairs Tuesday 7/26. Customer understood.

• Initial Complaint

  05/06/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On Thursday April 28 my daughter had an appointment at Trophy Nissan Mesquite at 10:15 because the AC was not blowing cold air. She was told by Guerrmo that the car would be diagnosed, and we would be called with what they found. The next day I called the dealership to speak to Guerrmo and was told that the car was 3rd to be diagnosed. I say we brought the car in yesterday you never mentioned that it would be over 24 hours to be diagnosed. I asked why I wasn't called. He said I had nothing to update so I would have been called just to say "Hello". I felt that comment was ill placed since I was upset that the car was still not diagnosed, and I had to call for an update. Around 4pm on Friday I picked up the car and paid $159.99 for the diagnose. I was told that they found nothing wrong, and they tested for leaks and added refrigerant. When I was driving home, I tested the AC, and it was still not blowing cold. I immediately called the dealership and asked for a manager. I spoke to Michael, he told me to bring the car in on Saturday and he would push the car through. I mentioned that my daughter must go back to Houston on Sunday, so I needed the car today. They provided me with a rental. Michael called and told me that they had to replace the compressor and O ring and he would have it ready for me today. I was called around 3pm in the afternoon to pick up the car. Michael provided excellent communication when I asked for an oil change and alignment. When I picked up the car on Saturday, I again tested the AC, and it was cooler. The next day, Sunday my daughter left to go back to Houston. I check with her on the drive home, and she said the AC was not blowing cold air. Monday morning, I called Trophy Nissan and asked for Michael he was off, I was transferred to Alyssa. I explained the issue that the AC was still not working, and the car was in Houston. I asked if she could contact the dealership in Houston to at ex what Trophy Nissan found d

  Business response

  06/15/2022

  Business Response /* (1000, 5, 2022/05/11) */ After doing some digging we found that during Mrs. ******* service visit we replaced an A/C compressor which was covered by her Extended warranty with MPP (no cost to her). The only costs she incurred during her visit was for her Oil change and 4 wheel alignment. Her visit with Central Houston Nissan was for a blown fuse that caused her concern. We called and spoke with BOB ****, Service Manager at Central Houston Nissan and he was the one to confirm this issue to us. The current a/c issue is not related to the other. When she left our shop her a/c was operational. Bob **** will be more than happy to corroborate this and confirm we did not perform an incorrect diagnosis. Trophy Nissan will not be offering any reimbursement due to them not paying for the repairs and for the repairs not being related. I am attaching the receipt for documentation.

• Initial Complaint

  03/01/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  We had to file a insurance claim with State Farm last year in august of 2021 because me and my late grandmother **** ****** 2017 Hyundai Elauntra SE car was involved in flooded rain water that hydraulic locked the car engine and locked up the engine completely on it. The car was towed to Trophy Nissan Collision Center and the guy that handled our car stats claim there was name Dustin Abbott. They did complete the work in about a month on the car because there was delays due to a ongoing auto parts shortage going on at the time but they did get all the necessary parts for the engine and radiator it's self to complete the job except for this one part a shield that goes underneath the car to protect the engine that he has been saying for 5 months now that he has no idea when we was going to get that part and still today he has not got it at his business. They already also have been paid off for the job by state farm and my grandmother last year before her death on 12/23/21 paid the deductible to the dealership. Recently I contacted Dustin and he said that he wanted to just cut me a $75 dollar check for the part that the insurance company state farm had for the part and let us go to another dealership (Hyundai preferred) and have them just do the last work on the car and let us off and claimed like I don't need to call and tie up the phone lines on the search for the part all the time which I didn't call him all the time. I called Clay Cooley Hyundai next door and found out the part is not $75 bucks and is $380, so I called state farm and they reopened the case and said they are willing to fund the payments to have another dealership have the part and do the labor to put it on, and not Trophy Nissan Collision do the work which they should have done in the 1st place before getting paid by the insurance company for the job. This has been a nightmare with Dustin and Trophy Nissan Collision.

  Business response

  04/20/2022

  Business Response /* (1000, 5, 2022/03/02) */ Customer was made aware of the back-order status of the under shield, while the vehicle was still with us here at Trophy Collision. The main portion of the repairs were completed, and the customer did pick up the vehicle and was made aware we would keep them updated on the status of the back-ordered lower shield. State Farm figured an "aftermarket lower shield" (which is not manufactured by Hyundai) which was the least cost effective part that showed to be available. We did searches with all of our aftermarket vendors and Hyundai dealers, and the part was on back-order with no ETA. Trophy Collision is not responsible for delayed part issues. The latest update from Hyundai, is the shield is currently 1/2 weeks out. The customer will be notified of this update. Consumer Response /* (3000, 7, 2022/03/03) */ (The consumer indicated he/she DID NOT accept the response from the business.) I did get a call from Dustin about the shield and was aware it will be arriving at trophy Collision in 2 to 4 weeks and I said that is cool and Thanks for the heads up and once we get the shield, the Job will be done. Me and my family did not mean to file a complaint against Trophy Nissan Collision Center but we just felt that last shield part had dragged it's time table too long over 5 whole months and they was paid by the insurance company to do the job. No worries the Job is done after getting the final shield for the bottom of the car on. We won't be a burden to Dustin or this company nevermore, and honestly won't be ever a customer to them again after this. Also I understand there was a auto parts shortage. Business Response /* (4000, 11, 2022/03/17) */ Part has been installed and job completed , we do apologize for the delay .

• Initial Complaint

  02/28/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  My 2018 Chevy Traverse was towed to the Trophy Nissan Collision Center in October 2021. It was finally ready for pickup on February 15th 2022. After inspecting the car for proper repair more than 10 items were found that was not fixed properly. Camara said that he completely understood and wanted me to show him what needed to be fixed. I drove the vehicle back up there and showed him. He said they would take care of it. The 1st available appointment was almost 2 weeks later so I asked him to put me down and I would return the vehicle. Today Feb 28th I went to return the vehicle and the desk clerk could not find a set appointment. They asked me to fill out a sheet of paper with my info. I did but I told them I didn't feel comfortable signing the bottom giving them power of attorney over my vehicle. The lady told me that I didn't have a choice and if I was dropping it off I had to sign. I told her that they have already worked on my car for 4 months without fixing it and that I'm not signing because I'm not paying for anything. Allstate sent us to this shop and they were covering all cost. Another very rude lady butted in and said I wasn't dropping it off unless I signed. I said "watch me". After a few minutes Camara walks out and we go look at the car again.. I showed him for the 2nd time the remaining damage. We talked in detail about the rear of the suv because the tailgate lift door was rubbing on the driver side and a big gap on the passenger side. He said they didn't work on the back of the vehicle and I said yes I know and that is the part of the problem. It was jarred in the wreak and was not functions properly. Same as both passenger doors. I asked him if the frame could have been twisted and he said no way because they would've already found that.. They took the car in and are currently working on it. These people need to clearly work on learning how to respect the customer. I've been super nice and patient dealing with their excuses.

  Business response

  03/25/2022

  Business Response /* (1000, 5, 2022/03/02) */ Contact Name and Title: Jennifer ******* Contact Phone: XXXXXXXXXX Contact Email: ********@vtaig.com Yesterday after receiving the complaint we made contact with Mr. ******** and addressed his concerns. His vehicle is in the shop and we will update him progress. Our Bodyshop Director, Billy ****** is working with him directly on the concerns.

• Initial Complaint

  02/17/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Feb. X XXXX. I went to trophy Nissan Pre owned to purchase a vehicle. After looking at a few cars. One of which i test drove and was ready to buy, only to find out the car had already been sold. We looked at a fresh "auction" vehicle that was still under manufacture warranty, a 2014 Nissan Sentra with 57k miles for $11k. I was advised that it had not gone through service and a body shop to fix some "minor" issues. We ended up purchasing the vehicle, did the paper work and everything! (Mr Green was fantastic) David perrin, stated that the car would be ready on monday end of day. Granted he didnt know what was wrong with it, it took 6 days, i ended up calling and checking on the vehicle, since no one reached out to me. Where I was told that he would find out monday, 5 minutes later he calls me and tells me the car is beyond repair and that he had another vehicle with lower milage and 1,000$ more. Keep in mind my car that i originally agreed upon and purchased was at 57k miles at $11k and a 2014. He stated that it was a 2016 with 68k miles at $15k. which of course was higher milage and the wrong price all together And ready to go, retail ready. then tells me its a 2018. Plainly this was negligence or just trying to sell BS with words and not knowledge. I agreed to come up to the dealership to look at the car after he stated he would get with a manger to lower the price if possible. Right before my arrival, David calls me back and tell me the car isnt ready. When i arrived, i spoke to the manager Victor. I told him about my shopping experience. Since this was their fault, not mine. I wanted him to just make it right and adjust the cars price that was being offered to me to facilitate my budget. which i was paying 288$ a month with MPP 2 year Warranty. He Offered a vehicle that my wife couldnt even drive, a standard transmission. All in all this was a horrible shopping experience. They could have just made it right and had a customer for life

  Business response

  03/14/2022

  Business Response /* (1000, 5, 2022/02/18) */ I did in fact speak to Mr ***** and apologized for our lack of knowledge and communication on the vehicle he originally purchased. I did explain to him the issues with the vehicle and the reason we needed to try to find a substitute vehicle. Due to Mr ****** requirements I was limited as to what we were able to show him that would fit. I am still actively looking for something I can make work for him and would still love the opportunity to make him a customer for life.

• Initial Complaint

  01/18/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a Chevy Equinox on January 12 2022 and notified them on January 17 2022 that the car was pulling and marking s rattling noise on the left side. Was told to take the car up to Trophy Nissan service department. Was told by the service advisor Michael C***** that the struts and the alignment was off. And that they wasn't going to fix it the 1300 we would have to pay. Now I have only had the SUV for a couple of days haven't even had to pay the first payment yet and the car is mess up. Was told they checked it and it passed they're safety on the street. But the struts and the alignment is messed up so how is that safety? I'm having to go back and forth with the dealership I've spoken to Lionel in finance the Sales man Braxton and no one want to help me to see what I can do to get the car fixed. And mind you I have only had the car for 5 days.

  Business response

  02/01/2022

  Business Response /* (1000, 5, 2022/01/21) */ Ms ******** did indeed just purchase the Equinox from us and I have reached out and spoken to her about her concern. Her vehicle is currently in our service department getting the issue resolved.

• Initial Complaint

  12/16/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My complaint is due to negligence I believe on behalf of the technician that serviced my car last, on November 24. Trophy Nissan replaced a drive belt, pulley and bolt. My car was towed to their dealership 11/20 and was finished 11/24/21. I began having car trouble again, 12/13 and had to have it towed again. I was in a rural area, at night and alone. The car is still in Trophy Nissan's possession and after several calls to the dealership, speaking with the manager, Panzy and finally the service associate, Michael ******* I was told what the issue is. There is a busted radiator hose and the battery needs to be replaced. I have been a customer of Trophy Nissan for 5 years, dealing with the same service associate, but I can say the last two times have been the worst experience. The customer should not have to keep calling in order to get status of their vehicle for one and secondly, the battery at least should have been tested during the multi point check at the time it was last serviced in November. Everything is supposed to be checked, the fluids, tires, battery, hoses, etc. Now I have another bill over $1K in less than a month apart. I believe this could have been prevented, not to mention Nissan doesn't offer loaner cars, so I have been without a car since Monday night , causing me to miss work . This has caused me much stress and inconvenience. I don't know of any person that would want to spend $2K in a months time for repairs, especially for something that might have been prevented if the car was checked out thoroughly as Nissan is supposed to do. Customer service and providing great service to the vehicle should be the number one priority and I don't believe I have received this at all. As a 5 year customer, I expected more. I am very dissatisfied with the events that have taken place in less than a month, yes money is important but customer service is important and the integrity of the company is important as well.

  Business response

  02/16/2022

  Business Response /* (1000, 5, 2021/12/18) */ Mrs. ****** has been a dedicated Trophy Nissan customer for quite some time now. Which is why we have given her 10% off in the past as well as a $100 off this most recent service. Her vehicle is 10 years old with 186k miles and most vehicles with that mileage require additional repairs to keep it running in tiptop shape. During this past visit, we had to replace the radiator hose due to puncture causing a cooling leak. Her previous repair was for a failed engine pulley. Attached is her most recent repair order showing that the discount was applied. Consumer Response /* (3000, 7, 2021/12/20) */ (The consumer indicated he/she DID NOT accept the response from the business.) I was given a $100 discount, but my complaint and my concern is that my car was serviced three weeks prior, totaling over $1k bill and my current bill was over $1k. That is over $2K in repairs in less than a month, despite the age of my car. I do not believe my car was fully inspected after the belt and pulley was repaired. And I can say that with confidence b/c I didn't even receive a multi point print out when I picked my car up on 12/17/21. The age of my car does mean that the last set of repairs were not preventable, or that I am supposed to spend that amount of money in repairs in less than a months time.

• Initial Complaint

  09/17/2021

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  On 8/21/21, I bought a 2015 Audi A3 from this dealer. On 9/9/21, the car began to overheat. I contacted the salesman that sold me the car and they offered to have it towed to the dealer in order for their mechanic to inspect. After inspection, all they said was that it was "low on coolant" even though my husband had checked it as soon as it first overheated. The salesman assured me that if the issue happened again, they would fix it for free. Now on 9/15/21, I am experiencing the same issue. I called the salesman and he blew me off, saying there was nothing he could do. I reminded him of the assurance he made but he blew that off too. Later, I received a call from his manager, who said there was nothing they could do as I've owned the car for months. I haven't even owned it a month yet and the issue started 2.5 weeks after purchase. I would really like for them to fix this issue free of charge. I'm very unhappy with how they handled this situation. Haven't even made my first payment...

  Business response

  11/19/2021

  Business Response /* (1000, 5, 2021/09/20) */ Ms L purchased a 2015 Audi A3 with 84000 miles from us on 8/21. At the time of purchase she was advised the vehicle was sold as is due to it being high miles and out of factory warranty. When she went to the finance department to complete the purchase she was then offered the opportunity to purchase an extended service contract multiple times and she declined the coverage on multiple occasions.

• Initial Complaint

  08/31/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I dropped my wrecked 2016 Nissan Altima off on 8/6/2021 to be repaired. My insurance company Geico totaled it out. I went to retrieve my items on 8/19/2021. All of my items were taken out of the vehicle. I made Leann aware and she said my things were locked in the mechanic's locker and he wouldn't be back until Monday. When Monday laser and I got no call from Leann, I called Tuesday 8/24/2021 and she said I could come to pick up my things. I arrived 8/25/2021 to get my things and the mechanic only brought out 2 bags of clothes & my jack that was in the trunk. I asked where the rest of my things and the mechanic acted like he didn't speak English. I asked Leann and she kept telling me no one else was in the car and did I get my things the 1st time. She was of no help. I made her aware that my bullets, Gun, credit cards, garage door opener, phone chargers, additional phone & painkillers medicine had been taken. She again acted like she couldn't comprehend what I was talking about.

  Business response

  11/23/2021

  Business Response /* (1000, 5, 2021/09/02) */ the only items removed from the vehicle were bags of clothes that were in the trunk. These items were removed during the inspection process and secured. They were returned to the customer when they came to the dealership during one of many visits. The customer was encouraged to file a police report regarding a missing weapon and Trophy Nissan will cooperate with the authorities. Consumer Response /* (3000, 7, 2021/09/03) */ (The consumer indicated he/she DID NOT accept the response from the business.) They stole my items out of my car. This is unprofessional. Then told me his mechanic has been there 20 years as if that made things better. They literally took my bag of mints from my armrest and think Jedi mind tricks will fix this.

*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. ↩