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:06/18/2024

  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.

  Bought a new car also bought the last car from Gun the car was totaled by hail damage old car has gap insurance my insurance company paid their part dealership refuses to get the gap paperwork so gap can pay their part now my credit is being affected because car is still not paid off over two months later still have not gotten tags for new car sales person GM or finance manager will not return a call or respond to voice mail.I just want the car paid off and the tags for the new car we bought.I would like a response and this deal to be taken care of as it should have been two. Months ago.

  Business Response

  Date: 06/18/2024

  I am unable to locate the customer name Suggart in our system.  Can we get more information?  What name was the original car deal under?  Do they have a VIN number?

  Customer Answer

  Date: 06/18/2024

  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

  Date:04/30/2024

  Type:Service or Repair 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.

  I purchased a 2021 Nissan Murano back in August 2021 from **** Nissan in *******, **. Fast forward to March 2024, a hail storm made my vehicle a total loss. I turned in the vehicle, my insurance sent a Total Loss Settlement and I paid the remaining balance since I am responsible for it until *** Insurance kicks in. I have called Nissan Motor, runaround. I have called Four Stars Nissan in *******, ** that used to be **** Nissan where I originally purchased the vehicle from, they tell me to call a **** Nissan in ***********, **. I have called there several times, emailed there several times, someone named ***********************, no response. I need them to cancel some NESNA and provide the paperwork to me because *** Insurance or **** Nissan owes me close to $2500. However, I dont know what else to do to cancel the plan, that I wasnt aware that I purchased, so that ForeSight in ********, ** can finish processing the *** Insurance claim. If someone could please contact them to help me, please do because since April 1, 2024, I have been contacting Nissan Corporate, Four Stars Nissan, **** Nissan, USAA (my auto insurance company) and ForeSight, I keep getting the runaround.

  Business Response

  Date: 05/15/2024

  I apologize for the delayed response.  Since selling our Nissan of ****** location, factory communication has become difficult.  Our *********** Nissan store was finally able to find the appropriate route to take in getting this cancellation processed.  I've attached a copy of the check and the overnight label that we have used to *** the check to ****************.  

• Initial Complaint

  Date:12/07/2023

  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 placed a deposit for a car at this place. I placed the deposit on 10/22. This was not a car they ordered for me, it was already getting shipped there no matter what. The car was promised to be there on 11/13. Then it wasn't there. Then it was promised 11/20. Still no car. Then promised on 11/22. Still no car. Then they tried to promise again 11/27. What they don't know is that I used a fake name and number to call about the car and it turns out, it was NEVER going to be shipped by 11/13, the salesman lied to get a deposit. If the deposit is a contract, then they broke their end. I had to spend over $500 in rental cars. On the deposit form, and verbally, there was no where stated that it was non-refundable, which means legally in *****, they cannot keep my deposit without a service or product rendered. Not only that, but the form I signed says, "do not use for deposits." After pointing this out to them through verbiage provided by legal, they agreed to refund the deposit. I still have not received by refund as of 12/06 even though they received a text stating I no longer want the car a week ago. They tried to tell me they denied purchases, when I told them the day it came in that I didn't want it, which meant they didn't have to deny anyone.

  Business Response

  Date: 12/29/2023

  We have been in contact with the customer and have issued refund check.  It was in process at time of complaint, we had discussed the issue with the customer, and she agreed to remove complaint when she received her check.  As issue has been resolved, we are requesting this complaint be removed and marked as resolved.

  Customer Answer

  Date: 01/05/2024

  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

  Date:09/26/2023

  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.

  **** Nissan advertised: zero down, bad credit,n vehicles $7999 closeout. I was offered to be picked up by salesman. Which never happened. I wasn't shown a single vehicle, he asked ne if I could make $600+ monthly payments? I said no way, I asked on Advertised promo. He said my score was 518...he couldn't help me. I walked to bus stop in 104 degrees and far distance. Today I get this letter on a 2018 Buick ENCORE? I wouldn't buy a Buick to start,n car was never mentioned to me nor any vehicle for that matter. They lied, and then reported to my credit bureau? I called ALLY BANK to resolve, went in circles. I called finance manager at **** nissan, to be told nothing. Only that I filled application on line.which has nothing to do with **** NISSAN false information and lies!

  Business Response

  Date: 11/08/2023

  In reviewing the application for ***** ** ****, **** Nissan operated in compliance.  Ms. ** **** applied for credit on the **** Nissan website and authorized **** Nissan to obtain and verify information about her including access to her credit reports.  Also, **** Nissan did not have any promotions for $7999 closeout vehicles.  Ms. *********** was picked up by salesman and brought to **** Nissan and on location stated she was not interested in the vehicle for which an approval could be obtained.  **** Nissan and its staff operated in compliance with all policies and procedures and is denying the complaint request.

• Initial Complaint

  Date:08/29/2023

  Type:Service or Repair 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.

  I'm disabled Veteran on fixed income, financed car for son for college and work. Also got extended warranty. No problems with vehicle took very good care of it. June 15, 2023, car started running poorly, we drove it straight to Schertz Auto 5 minutes away. It was diagnosed with needing a new engine. I phoned **** and spoke with *************************** instructed me to take it to nearest Dodge dealer; it's a Dodge Charger. Had it towed from Schertz Auto to ************************************. Was put in contact with *************************** *************), Service Manager . I contacted Nissan Extended Warranty *************)spoke with representative named ******, stated that inspector would look at it. Inspector went and looked at disassembled engine. Stated there was warping, and cracks caused by overheating, warranty wouldn't cover . never contacted me, I had to phone the warranty company to get answers. I had previously emailed and told ****************** to contact the warranty company and not disassemble the engine (per warranty instructions); emailed warranty too. I emailed Nissan Consumer Affairs (***********************************************************************) several times and was assigned a case number Case # ******** and put in touch with **** Nissan. Told by Nissan HQ that **** is franchise and I have to work with them. I have told everyone involved that we did not cause damage to this car. When first noticed problem, car taken directly to mechanic. I reviewed the car's paperwork noticed oil cooler gaskets were replaced before I bought it. Asked mechanics if that could have caused it and they agreed. really needing help resolving this. Believe I was deceived into buying car and can't afford to pay car loan for nothing. Think replaced gaskets were temporary fix, and real problem never diagnosed because it had just came in and they wanted to sell it quickly. Those involved didn't know how long it would last and are now not returning my calls. We can't afford to pay the price for deceptive practices

  Business Response

  Date: 09/15/2023

  Better Business Bureau
  
  
  We have reviewed the vehicle inspection checklist and reconditioning completed, per our service department management and shop *******, it is their opinion there is nothing indicating the overheating issue experienced was a result of the oil cooler being replaced.  The vehicle was purchased on November 15, 2022, and per complaint filed, customer experienced issue in June of 2023 and claim was filed with Quality Guard Plus on June 28, 2023.  An inspector was sent out to ************************************ and found teardown had begun on the vehicle (unauthorized) and the engine block had been cracked due to overheating.  It was also the opinion of the inspector that it was a result of driving habits/style that caused the issue. The policy specifically excludes such damage, Section 5 WHAT IS NOT COVERED, 5.8 Any failure due to:  Overheating of the powertrain or engine, regardless of cause.  **************** was notified of the decision which resulted in her calling **** Nissan and speaking with *********************** (F&I ********* ********************** Manager) and ******************* (General Sales Manager). We explained to her the claim was denied by the serving warranty company and any issues with the decision would be best addressed with Quality Guard, she did say she had already spoken with them but wanted us to cover the repairs.This was not a deceptive practice as was alleged and, based on the information provided, we will not be covering the cost of the repairs.  
  

• Initial Complaint

  Date:03/24/2023

  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 3/03/2023 I contacted **** Nissan to cancel my extended warranty as I sold the the vehicle I purchased from them in February 2023. They have yet to confirm the cancellation was submitted after multiple calls and voicemails. I filled out the appropriate paperwork and emailed it back and requested a confirmation of submission/cancellation. I'm not sure who else I need to call to ensure I receive a refund as they continuously fail to return my calls or voice messages.

  Customer Answer

  Date: 04/04/2023

  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

  Date:11/30/2022

  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.

  There is a class action lawsuit (****** v. Nissan North ******* - http://www.altimaheadlightsettlement.com/) where the headlights on Nissan Altimas from 2013-2018 degrade to the point you can't use them. I filled out all of the forms and got the car inspected by **** Nissan in March 2022. The deadline to do so was April 25, 2022. I have repeatedly call **** Nissan and Nissan North America and they say they don't have the parts. I have to drive at night with my high beams on. This is ridiculous. I just want **** Nissan to replace the headlights as agreed upon in the class action suit.

  Customer Answer

  Date: 12/07/2022

  Better Business Bureau:
  
  Yes, my complaint has been resolved so you can close it. 

   

  Thank you!

  
  
  Regards,
  
  ***********************

• Initial Complaint

  Date:10/28/2022

  Type:Service or Repair 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.

  I bought a 2016 **** Focus RS from **** Nissan on 09/26/2022. The car had a flat tire indicator when I bought it and drove it home. **** I arrived at my house the check engine light turned on. I took it back to **** and they told me that they would have to keep it for several hours before they could look at my car and the check engine light. I than took the car to AutoZone to have the code read. The code came back as a faulty catalytic converter. I believe that they had cleared this code before I bought it to make me purchase the car. On October 25th 2022 I was driving to **** Nissan to pick up my license plates and on the way there, the clutch pedal went to the floor and never returned to my foot and there was a large puddle of fluid underneath my car. The car was than towed to **** Nissan and I left it over night. Today, October 27th I received a text from **** Nissan saying that my master cylinder, clutch and release bearing were broken and the total came to be *******. **** in labor, ***** for an alignment, ***** for fluids, and ****** in parts. I have owned the vehicle for 4 weeks and drove less than **** miles. **** I purchased the vehicle I was told it has a 90 day warranty but when I brought this up they said that all the parts needed were wear and tear and not covered under that warranty. I believe I was mislead and they knew that the clutch was faulting when I purchased the car. I believe that I was mislead because they have already mislead me with the bad catalytic converter that they had cleared the code before me driving off.

  Business Response

  Date: 11/10/2022

  9/26/22 2016 **** Focus RS VIN:***************** sold to *********************** and *************** with ****** miles.  After test driving and inspecting the vehicle, ************ noticed the low tire pressure warning light onair was added to the underinflated tire to manufacturers specifications.  No other issues mentioned or addressed at time of purchase. 
  In regards to ************** complaint of the check engine light, the vehicle went through an inspection when in our reconditioning process, no faults found on computer diagnosis or during technician inspection.   Regarding our clearing of the code,on 8/3/22 as part of our weekly lot maintenance (turning on vehicles, moving them, etc.) a check engine light was found on the purchased vehicle,  it was then taken to service where a Diagnostic Trouble Code was found for ****.  The technician found the **** hose to be loose, it was then reattached and code cleared (8/5/22), no other issues noted or reported after repair complete. 
  On 10/25/22 the **************************** to **** Nissan service department not drivable with ***** miles (**** more miles than purchased with).  The inspection found the master cylinder and clutch assembly as the reason.  Upon teardown, it is the opinion of the shop *******, based on the inspection of the pressure plate and other parts that the cause of the parts needing to be replaced is due to driving habit, the pressure plate has visible hot spots, which are indicators of aggressive driving style (photo attached).  
  **** Automotive 3 month/3000 mile limited warranty specifically excludes (number 7 under exclusions in contract) manual clutch. 
  After reviewing the facts and contracts signed by both **** Nissan and the buyer, we are denying the claim to cover repair as (1) there was no evidence of prior damage to clutch assembly during inspection or computer diagnosis, and (2) after teardown of vehicle, it is our professional opinion the damage was a result of driving style, which is also not covered. 

• Initial Complaint

  Date:10/05/2022

  Type:Service or Repair 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.

  Details-1. Date of transaction-Extended Warranty Purchased in 2018 with my Nissan vehicle I purchased a 2018 Nissan Rogue Sport 2018 with an extended warranty. In 2022, I traded my Nissan in for another vehicle. Because I still had the remaining extended warranty, I was due a refund of around $500. I contacted an individual from the financial department at **** Nissan-received an email stating the check was delayed with no eta and no further contact. My last two contacts have received no response. I am only seeking the refund I was promised from **** Nissan.

  Business Response

  Date: 10/18/2022

  We apologize for the delay. Refund check was issued and mailed on 10/12/22.