ComplaintsforLoyalty Nissan

• Initial Complaint

  05/30/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a used electric vehicle from Loyalty Nissan on 4/30/23. The car's original charging cable was missing and we signed paperwork and agreed that the dealership would ship ** a level 2 charging cable compatible with our car. We have called repeatedly to be told that it will arrive and waited in person to discover that a shipping problem occurred but that they would find it and contact ** to coordinate getting ** the charger. They didn't contact **. We called again and were told that a tracking number would be emailed to **, it wasn't. It has been 30 days and many phone calls. We need to have the charging cable provided, or a refund of 500$ to cover the cost of replacement.

  

  Business response

  05/31/2023

  We apologize for shipping delays with the charger that was lost in the mail. Please see the ***** tracking number showing the package was shipped from our dealership yesterday. ***** Tracking (772289701200)

   

  ***************************

  General Manager

• Initial Complaint

  05/03/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On April 5th, I went into Loyalty Nissan in *******, ** to have my Nissan Rogue serviced after receiving a recommendation from the service department. The recommendations was over $5,000 in parts/repairs. So, I made an appointment through ***********************, ***************** Manager to have $4,000 worth of work completed. After the repairs were completed and paid for the service provided on my car. **************** shared another recommendation after paying the $4,000. This time I was told I need at wheel hub that would cost over $500 for parts/service. He went on to share that I need to pay for the part before they could perform the work. Let me remind you that I did not pay in advance for parts on the $4,000 job performed. **************** told me that policy had changed and I needed to pay for the parts before work could be completed. I went on and paid but felt that something was right. I asked him for a copy of the new policy saying that customers must pay before work was completed. This transaction took place on April 8, 2023. **************** promised he would email me a copy of the policy. I have yet to receive a copy of the new policy. I asked why wasn't the policy posted in the service area for customers to read. He was unable to answer my question. I am still waiting on an email, phone call and explanation on when this new policy started. I need someone to contact me.

• Initial Complaint

  04/19/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My ***************** USAA approximately $9000 and my vehicle is in worst shape Supervisor ****************** ****** told me that his best mechanic test drove my SUV and a transfer case was not installed the transmission is new thus far I havent had an issue I have approximately 10 month left on my coverage but the man issue is my SUV that was an insurance claim through USAA *** to be refunded immediately I would like to drive a safe vehicle my SUV is not safe to drive receipts will be provided which is approved $8,000 to $9,000

  

  Business response

  05/22/2023

  I am told the repairs have been completed.  Please respond to *****************, our service manager, if there any any other issues.

• Initial Complaint

  04/06/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The timing chain exploded on my 2012 Nissan Rogue as noted in the service bulletin: *********************************************************** Nissan is claiming that this model/VIN is not covered under this bulletin when it clearly is. In addition, a recall for this timing chain and engine replacement have been shared.I am requesting that Nissan honor their service bulletin above and repair the timing chain and engine if needed.

  

  Business response

  04/06/2023

  ********************, your warranty issue can only be handled with Nissan North America and not at the dealer level.  Please contact Nissan at ************** (Nissan 1).  If you need further guidance our service manager ***************** would be happy to help.

• Initial Complaint

  02/27/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  On Feb 11th, 2023, around 3pm, I went into the Loyalty Nissan Dealership to finalize the purchase of a 2023 Nissan Titan Pro 4x pickup truck. Sales contract was presented. The offering price, for the vehicle, was $69,175. I agreed to the offer by signing sales contract. A bill of exchange was used to tender the payment. It was taken to the counter where the financial manager returned with questions about the nature of the payment. He stated that they did not take this form a payment. After our exchange as to the value and consideration that should be given to the purchase, he decided not to honor the contract and the payment. When I asked for the payment back, he refused. I asked for copies, he refused. The instrument was voided/cancelled but consumer info remained not protected. A Bill of Exchange can't be voided /canceled. This had gotten very public within the dealership. Why the dishonor? I found a number to Nissan Consumer Affairs. I spoke with an agent about the matter. He spoke with the Loyalty Nissan dealership's Finance Manager, *******. I returned. A copy was offered. Seeing the separation of the contract from endorsement on backside, concerned me. Not as presented. He mentioned that he would not try and cash it. He would keep on file when I asked why he needed it if he wasn't going to honor the obligation. He stated that he needed to call a lawyer and left me there at the counter. He returned, without an answer. When asked about the lawyer, he said he was just going to keep it. An indorsee who does not comply with the instructions of an indorsement is liable for the indorser for all losses that occur because of such noncompliance. This was not a gift. I called the ****************************** to seek some assistance where i was told that someone would reach out to me. I did get a call back at 820pm. the dealership closed at 7pm. I've called for remedy and was promised a call back. Sent Notice of Adverse Claim. No response.

  

  Business response

  03/06/2023

  Loyalty Nissan accepts credit cards, debit cards, checks and cash as payment for purchases.  We do not accept what this customer is calling a "Bill of Exchange".

• Initial Complaint

  10/20/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I started car shopping with this buisness . They allowed me to finance and and buy a car over the phone . They offered me options took them away and then try to settle me in something I specifically told them was out of my price range . They never told me who they ran my credit through . They never gave me my credit score and when asked they denied me . Says its federal law . I worked with ***** and when ask to send documentation of proof they kept saying just come on and ***** then passed me to ***** who who was dismissive and rude . They took all personal information over the phone . But once they felt like I wasnt buying from them and I politely asked for my credit scores was denied . Try to tell me about identity fraud . Now I truly understand that but use that as an escape goat after taking all my personal information over the phone I thought truly that was weird . And they was denying me my right to now my personal information I told them I had a right to know who they ran my ssn through and to get my credit score and both **** and ***** provided me nothing but a run around even after informing them Im just asking for 3 digits and I will report them ***** then become defensive and told me have a great day. I believe this would be called retaliation. I didnt do what they want so now they have nothing but push back for me .

  Customer response

  10/20/2022

  Too resolve my issues I would like my credit score mailed or sent to me via email or message and I would also like in that a report of who the filed my ssn to for banking to get a car loan . 

  

  Business response

  11/10/2022

  To Whom it may concern,

      ****************** filled out an online credit application which was submitted via our dealership website. We contacted her to discuss what options she was looking for in a vehicle. We then proceed to try and secure financing on the terms she was looking for. All financing is secured through our third party lenders. Our lenders will send notice to ****************** outlining the reasoning for their decisions based on the terms that were submitted.

  Customer response

  11/11/2022

  Better Business Bureau:
  
  I have reviewed the offer and/or response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [Provide details of why you are not satisfied with this resolution.]
  
  Regards,
  
  *****************************
  
  
  
  
  

• Initial Complaint

  08/06/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I bought a car from Loyalty Nissan on July 30, 2022. When I purchased the car it was still wrapped in whatever paper wrapping that the manufacture has it in for shipping. Well I was asked by the sales man if I could allow Loyalty Nissan to keep the vehicle until Monday August 1 to clean it and add the autobucket (paint protectant) I said yes. Loyalty Nissan was due to bring the vehicle to me on Monday August 1 2022 and all should have been cleaned and ready for me to keep. Well so Tuesday I noticed that the vehicle had all these line markings on the car and the sun roof and I didn't know what it was. So, I called the sales rep to let him know that I think the vehicle had been scratched up because that's what it looked like to me. Well the Sales rep that helped me purchase the vehicle asked me to bring it back to the dealership so that he could address my concerns. Well when I took the vehicle to the dealership the sales rep I dealt with wasn't in so I spoke with the General Manager his name is *****. ***** looks at the sunroof and tells me that is adhesive from the protectant wrappings the car was shipped in. ***** told me that I would need to keep washing the vehicle and the markings would soon leave. My complaint is after 20 new cars I have bought (brand new) not one time have the dealership told me I had to clean the car up. I paid for this car and Loyalty Nissan should clean and remove the adhesive and they did not. I want my car cleaned properly. Who ever is ******* manager they should fire *****, his people skills are unacceptable for a General Manager who doesn't know how to solve a simple problem that should have never been a problem in the first place. When a vehicle is purchased from the dealership the dealership should have made sure it was cleaned PROPERLY. I want the adhesive REMOVED immediately! I do not want to deal with the Sales rep who sold me the car NOR do I want to deal with the General Manager *****! This is a brand new car treat it like it is.

  

  Business response

  08/08/2022

  To Whom it my Concern, 

   

   I have addressed **************** concerns. We have removed the adhesive and she is now happy with the vehicle.

   

  ***************************

  General Manager

  Customer response

  08/08/2022

  [A default letter is provided here which indicates your acceptance of the business's offer.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the offer made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. If the company does not perform as promised I can get back to you at: ************************************************************.
  
  Regards,
  
  ***********************
  
  
  
  

• Initial Complaint

  08/18/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  My car has not been fixed after repeatedly bringing it in for service. It’s flooding water from what appears from underneath the glove box somewhere. The front passenger floor is literally sopping wet. It has mold growing in it!! After one attempt at fixing it, they did deep clean it but it’s moldy again. I just had in last week to check the problem again and was told nothing was found. Just days later, there is soaking water on floor again. This is unacceptable! This company has had repeated chances to fix this issue with my 2018 Nissan Versa. They have failed! I will obtain my service records to clarify dates they have had my car to repair for this issue. I asked for a manager to return my call but haven’t received a call yet. They are constantly just blowing off any repairs to my car. Now it has yet AGAIN water sitting on floor board and mold growing in it. UNACCEPTABLE

  

  Business response

  08/20/2021

  ***** ******/BBB,

   

  I spoke with my service manager ******* ***** who told me that he spoke with you in person.  We need the car back in the store to do a complete water test.  I will get involved going forward to ensure that we get the answer.  Please let me know what day or days work for you?

   

  thank you,

   

  ***** *****

  Customer response

  08/26/2021

  [A default letter is provided here which indicates your acceptance of the business's offer.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the offer made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. If the company does not perform as promised I can get back to you at: [email protected].
  
  Regards,
  
  ***** ******
  
  
  
  

*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. ↩