ComplaintsforONE Automotive Group

• Initial Complaint

  02/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased anew 2023 Nissan Rogue from Eau Claire Nissan (One Auto Motive Group) in August 2023. In November I started smelling gas fumes in the cab any time the car was idle. The dealership replaced a hose in December. This did not fix the issue. On one occasion I left the car idle for 10 minutes on a cold day. I drove a mile down the road and got very sick to my stomach and a severe headache. The dealership then took my car back in and asked me to file a complaint with Nissan Corporate, which I did. I was given a loaner car of another new 2023 Nissan Rogue. On cold days I have the same issue. There have been very few cold days lately so it has not been as bad as my car. I was contacted this week by the dealership and told I must bring the loaner car back and pick up my car. Nissan has not come up with a fix but because we filed a complaint with Nissan Corporate it is considered in litigation and they will no longer pay for a loaner car until mine is fixed. So, I am either stuck with driving a car that literally makes me sick or I will pay for a car that I cannot drive and have to car pool. No one will take the car as a trade in and give any thing close to what we have paid with the issues it is having. It now has 5000 miles on the car

  Business response

  03/11/2024

  In response to the BBB complaint lodged against One Automotive Group, a franchisee of Nissan North America, regarding the ongoing issue with a Nissan Rogue equipped with the 2.3-liter turbo engine.We appreciate the opportunity to address the concerns raised by the consumer.
  As a franchisee of Nissan North America, it is important to clarify that while we endeavor to provide exemplary service to our customers,certain matters, particularly those involving technical service bulletins (***s) and product defects, fall under the purview of the manufacturer. We wish to emphasize that Nissan North America has been diligently investigating and working to resolve the issue in question, which involves an electric purge pump and associated components.
  The customer's vehicle was brought to our facility on 01/02/2024 for the *** hose replacement as recommended by Nissan North America. Subsequently, despite the replacement, the issue persisted, prompting us to provide the customer with a loaner vehicle on 01/10/2024. It is worth noting that prior to providing the loaner, we sought approval from Nissan North America, and the available vehicle at that time was a Nissan Altima.
  Understanding the customer's preference for an SUV, we arranged for a 2023 Rogue loaner on 01/26/2024 to better accommodate their needs.Regrettably, the customer reported experiencing a similar issue with the loaner vehicle, further highlighting the persistent nature of the underlying concern.
  Upon the customer's request for a buyback on 02/06/2024, we promptly initiated communication with Nissan North America to facilitate the process. Given the circumstances and in adherence to our commitment to customer satisfaction, we have continued to provide the customer with a loaner vehicle at no direct expense until the buyback process can be completed.
  We were informed by Nissan North America on 02/22/2024 that they had agreed to repurchase the vehicle, and the customer was duly notified of this decision. Despite our attempts to contact the customer to arrange for the return of our loaner vehicle, we have yet to receive a response. To the best of our knowledge the customer has also failed to respond to ********************** North America to facilitate a resolution.
  Please be assured that we remain committed to resolving this matter expeditiously and to ensuring the satisfaction of all parties involved.We will continue to make every effort to communicate with the customer and facilitate the return of our loaner vehicle in a timely manner.
  
  
  

• Initial Complaint

  04/17/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In 2015 I purchased a Nissan Versa Note with ****** miles on it in 2017 of Dec with ****** miles my transmission went out. Was replaced with warranty.A lawsuit for my car model was sought and given transmission warranty for ****** miles.I had an extended warranty for ******* miles.4/2023 my transmission went out the second time with ******* miles. ******* I only had ****** miles on my transmission. If my transmission lasted longer I would had it replaced before the ******* miles and been able to get a newer transmission. Instead I got another bad transmission put into my car.

  Business response

  05/12/2023

  Thank you for notifying us of this situation.  The customer's warranty expired at 100,000.  We are unaware of any "lawsuits" against the vehicle.  

  As much as we sympathize with the customer, there is nothing that we are able to do as the car was bought several years ago, ****** miles have been driven and wear and tear does occur on vehicles.

  We consider this matter closed.

   

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

  General Manager

  Eau Claire Auto Group

   

  Customer response

  05/17/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [The CVT was replaced at ****** miles so less than ****** miles was put on since the second faulty CVT. At this point I just want a payout for the car of $3,000 since it is junk.]
  
  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. ↩