ComplaintsforGordie Boucher Nissan of Greenfield

• Initial Complaint

  08/11/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Date of the transaction- 2/8/22 The amount of money you paid the business- loan ********* Nature of the Dispute- the company did not disclose to me that the car was ******** model, i would not have purchased the vehicle had i know it wasnt a US model vehicle. I have attached my paperwork from the dealership in which they no where list this vehicle is a ******** model.

  Business response

  08/16/2022

  Dear BBB,

  Please note that we received two complaints one from the husband and one from the wife. We reviewed the paperwork and it was stated that it was ******** and there was no warranty but we did have the check box marked of the 5 year ****** warranty.

  We offered to purchased a warranty but they would prefer another vehicle. We are in the process in finding another vehicle.

  Best Regards,

  GFB

• Initial Complaint

  08/11/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My name is *************************, I live in *******. I purchased a 2020 ************* Ex earlier this year 02/03/22 around $47k and put $4000 down as a downpayment. I've been trying to register it via the *************** with no success to use remote start and other features promised on the ********* buyers guide that don't work without the ***. The ********* buyers guide says warranty of ****** miles 5yrs however since its a ******** vehicle the warranty is no good according to **** The Buyers guide also states QC,AR as previous states but says history unknown. I purchased this vehicle not only for the warranty but the features I could use with the ***. Since I can't register my vehicle in the Kia *** because my vin is ******** I'm not able to use those features like remote start. I bought this vehicle for the features and warranty and planned on keeping it for the next 10 years but I've been informed since it's a ******** vehicle, I won't have access to the features, and my warranties won't be valid in the ***. Kia ** can't even pull up the vin number. I feel like I've dooped. The sales rep and finance lady never disclosed to me that it was a ******** vehicle. I buy ***** because of the warranty and if my car stops tomorrow due to engine etc ***** warranty isn't valid in the state of ********* as stated on the buyers guide. I would like this vehicle bought back from me for what I paid for it, along with my down-payment back as well. I've had this vehicle about 6 months and I'd like the payments made on it back as well. I'm okay if those are used as a down-payment to the exact same make model but a ** version. I would like my payment and terms to be exact or extremely close. 6% interest with a $722.19 monthly. I was never informed the vehicle was ********.Please help. ******

  Business response

  08/31/2022

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

  We purchased a replacement vehicle for him and waiting on a few things on his end. Our goal is to make him completely satisfied.

  Regards,

  GFB

   

• Initial Complaint

  04/25/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  LA COMPRA DE AUTO USADO DONDE SE ME OCULTO INFORMACION SOBRE EL MISMO* HAORA ENCUENTRO DETALLES EL VEICULO HISE CONTACTO CON ELLOS * NO ME RESOLVIERON CON NADA * ME DICEN QUE *A NO SE PUEDE HACER ******* EL PRECIO DE AUTO FUE TOTAL DESPUES DE TAXES ,CARGOS POR SEVICIOS ,COMPRA DE ******** UNA DE ELLAS NO SE INDICO INFORMACION . LE ESCLIQUE QUE NO LA QURIA POR QUE SEGURO DE AUTO ME DA LOS * TALVES MAS. LA COMPRA SE HISO EL DIA 3 31 2022PO LA CANTIDAD 31,995* CREO QUE POR *** CANTIDA DE DINERO ME MERESCO MEJOR SERVICIO . * MEJOR TRATO.

  Business response

  04/29/2022

  Dear BBB,

  We had a good conversation with ********************** and solved his issues.

  Regards,

  GFB

  Customer response

  04/30/2022

  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.
  
  [Please type your response here.]
  
  Regards,
  
  ***************************

  Customer response

  05/11/2022

  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.
  
  Consumer states he was supposed to hear back from the business approximately a week ago, and he has not heard from anyone. 

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

  Business response

  05/11/2022

  Here's what we agreed: 
  We agree with ****************************** to cancel and refund the *** protection completely so that will be $1999 plus tax.  And he will repair the hood, the bumper, and the top of the Rogue on his own.  He will not require us to do anything on the thermostat (being unable to change from celsius) 
  
  
  In spanish:
  Acordamos con el Sr **************************** que le vamos a regresar y cancelar la poliza de *** Auto Armor completamente con una cantidad de $1999 mas impuestos.  El va a arreglar el cofre, el parachoque, y la capa del Rogue. No tenemos que hacer nada ***** el termostato(no se cambia de medida de celsios.)

  Customer response

  05/17/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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

  04/19/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 03/18/2022 my vehicle was was towed into Gordie Boucher Nissan a 2009 Nissan maxima for a BCM issue after being advised that my vehicle would be looked at repaired i had not received any contact communication without me myself having to call each week because I could not hear from anyone or none the less receive a phone call back after being advised that I would as of 04/14/2022 the service department and there service tech was still apparently searching for the apparent issue.

  Business response

  05/04/2022

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

  Apologize for the lack of communication. We truly value you as our customer. We had a meeting about this and we will insure that this doesn't happen again.

  Customer response

  05/04/2022

  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.
  
  Under the original complaint there was more than just an issue of lack of communication . There was also the issue regarding statements of advising myself from your service manager and service advisor stating my vehicle needed a Steering lock and steering s**** lock that was never installed onto my vehicle as in the picture provided the steering is still the original one on the vehicle I was charged ******** for a new part that was never installed which needs to addressed besides the communication also I would like to have a meeting to have clear understanding regarding the plans for correcting the issue moving forward
  
  Regards,
  
  *******************

  Business response

  05/05/2022

  Upon receipt of the customer's refusal to accept our explanation and additional allegation re a charge for parts not installed, we immediately inquired of our Boucher Service Manager who, after talking to the technician team that worked on ****************** vehicle, promptly provided an explanation as to what was wrong with the vehicle and what was done in order to repair it.  The explanation - verbatim - is as follows: 

  This vehicle would not start upon arrival. It had been at an unknown "shop". There, they completely disassembled the steering column and removed the **** They told ************** it needed a new ECM. We were unable to program any keys to the vehicle and were unable to get into the system with our software. We determined the steering lock was faulty. Once replaced, we were able to access the vehicle's information with our software, but were still unable to program any keys. We found the ignition key slot was faulty, and the car did not recognize we were trying to program a key to it. We removed a key slot from another similar vehicle and installed it on ****************** car so that we could program the keys. We then put that ignition slot back on the car we borrowed parts for. Since the slot is only needed for programming the keys and NOT for starting the car, we were able to reinstall the faulty part. This is all documented on the repair order. 

  
  
  The photograph attached cannot be a photo of ****************** ignition lock. If the part is "original" as he states, the lock would look completely different, as the part number superseded to another part number in the past 5 years. Two different technicians helped the main tech on this job while the car was in the shop. All three technicians confirmed that the steering lock on the vehicle when it arrived was the old style part and not the style in the photograph. Further; I have another technician telling me that he started the threads on the screws that hold this part in place, because the main technician has a medical condition that causes weakness in his fingers and was unable to start the threads. 
  
  
  ***********************, an employee of Boucher for 30 years is the tech being accused of fraud. *** is a master tech with Nissan and has never been accused or caught doing anything like this.
  
  
  I have attached a photograph of what the original part would have looked like, the style that was removed off of ****************** car.  I feel that this is an attempt to recoup his money and to libel a stand up and long term employee. 
  
  
  I would be happy to discuss this in person if necessary. 

   

  Customer response

  05/16/2022

  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.
  
  Issue has yet to resolved since 05/06/2022 vehicle has not been completed successfully vehicle has been back and forth continuously at the location to be correctively fixed

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

  Customer response

  05/23/2022

  Hello in regarding to the initial complaint  on 05/13/2022 I spoke with the service manager regarding me picking up the vehicle on 05/13/2022 and the next day the vehicle would not start I had to call back the dealership on 05/14/2022 and advise the service manager ******************* of the issue with that being said the manager setup for the vehicle to be towed back to Gordie Boucher of ********** which was scheduled for 8am on 05/15/2022 after the towing service picked up the vehicle I was contacted by the service manager on 05/16/2022 and advised that the towing finally was able to get the vehicle started again and would continue to figure out why the issue had not yet been resolved I was also advised the service manager would be out of the office the following day but would be in contact. However since 05/16/2022 I had not heard from the service manager until I contacted the dealership twice on 05/21/2022 and within the conversation the service manager asked me had anyone contacted me but since the complaint I've only had contact with the service manager during this conversation on 05/21/2022 I was advised by the manager that one of there service technician and advised the service that the *** (Body Control Module) needs to be replaced with this being said about this is the original issue of why I had the vehicle being towed in and after spending ***** for something that was apparently the issue which seems to have not been the issue now the service manager is advising me of that the part(***) would cost ***** and that I would be contacted on 05/23/2022. Overall this is just very disheartening to be inconvenienced almost 3 1/2 to 4mos  when in all the issue shouldn't have been this ongoing

  Customer response

  06/16/2022

  As of most recent I am still without my vehicle there  had been some communication with the Dealership and the service department manager however I am still without my vehicle there has been 2-3 weeks or so that I've been provided with a some transportation (rental car). But this issue and inconvenience has continously been going on for almost 4 1/2  months without any resolution to the point that I really think that there is no swift action being considered since the beginning of this ordeal I've almost spent close ***** between the dealership,uber,lyft and etc. Within the last two months I've been written up on my job and it has come to the point that I'm also on my last written warning with my employer I tried to keep my sanity regarding this issue but this entire situation just seems like no one really cares because this issue does not have any priority at this point I just believe that someone else or higher up individuals need to be involved than just the service manager

  Business response

  06/27/2022

  We have done all that we can do to assist this customer in attempting to repair his vehicle, which consists of electrical issues the root cause of which we have been unable to determine.  We have put forth a considerable amount of effort in identifying and fixing the problem, but have been unable to do so.  We have allowed the customer to pick up his vehicle and have admitted that we were not successful in remedying the problems.   We have provided the customer with a loaner vehicle - at no charge - from May 16th to June 25.  This is over a month of free usage of our vehicle.  Below is a summary of what our technicians did during this time frame. All told, we have done the following since the customer's vehicle was towed to our dealership in the middle of May:

  Verified no start complaint. Computer would not communicate with vehicle. Able to get vehicle started intermittently.
  

  There are 15+ wire repairs done in dash wire harness from another shop that removed a remote engine start. We went through and tested the connection at each repair. We fixed multiple repairs that we felt were done poorly or may cause an open circuit. Other than that, communication to steering lock and key dock tested OK.

  
  Since we were unable to get the computer to communicate with the vehicle, we had to install a new power steering lock.

  
  We felt the next step was to install a new ***. The guest provided us with two used ***s from unknown source. We installed, programmed, and attempted to program keys to each of them. We were unable to get our computer to communicate with the vehicle still because the power steering lock was stuck in the off command.

  
  We replaced the steering lock, and were able to get communication with the car, but we were still unable to program keys to the vehicle.

  
  We then ordered a brand new *** and installed it. After initializing we attempted to program keys to the new *** and were unsuccessful.

  
  We were then advised by the Nissan Factory Techline to test connections in dash harness again, and if they tested good again, replace the key dock in the vehicle, which was used and installed by customer after the last time the guest picked up the car.

  
  We ordered and installed a new OEM key dock, and were still unable to program keys to the vehicle.

  
  At this point the repair was given to another technician, thinking fresh eyes might help solve the issue. This tech went through all the tests that the original tech did to ensure nothing was missed.

  
  The only additional test the new tech did, was to jump wires in the dash harness, I.E. bypass the repairs to test for a good connection. This is a tedious process.

  
  Techline advised we may had a defective *** from factory. We reinstalled the *** the vehicle originally arrived with, and were able to program keys to it. To add to the complexity of this case, we then decided to see if the vehicle would still start with the original power steering lock. And it did. In theory, this power steering lock should not have been able to start the car because it was previously stuck in an off position. This speaks to an underlying electrical communication issue.

  
  The next step was to begin testing connections in the ***** Before we were able to start that; however, the customer voiced concern about the speed at which we were working.

  We decided at that point to put the vehicle back together and the customer picked up the vehicle on June 25.  We were unable to fix the vehicle but did not charge him for the work we had done for the last 5-6 weeks.  WE decline to conontinue to attempt to fix the vehicle with no end in sight based upon conditions that we did not cause. 

  Please advise the customer. 

   

  Customer response

  06/30/2022

  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.
  
  [Please type your response here.] With in regards to the statements that the business have stated per the receipt dated for 06/25/2022 which is attached. I have not received any type of refund from the business of the original amount spent on $2,206.00 as noted by the business still awaiting refund 
  
  Regards,
  
  *******************

  Business response

  06/30/2022

  Dear BBB,

  We have gone over and above for **************. The expense he incurred was necessary due to his past service using non OEM recommended parts. We are done communicating with him.

  GRB

  Customer response

  06/30/2022

  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.
  
  [Please type your response here.] Business states that there service was above and beyond however when I request to have the issue I was experiencing with they're service department regarding this on going issue of unproductive service and the request to have higher management involved them the business decided no longer service my vehicle after having my vehicle for over 3 months wow and this is supposed to be a place of business to service the community and all I ever asked is what anyone would is to be serviced and not given the run around by the lies and time wasted by this dealership and there employees but the customer can not have his vehicle fixed then it's noted saying that I would be refunded so if you couldn't fix my vehicle them I believe that I should be refunded 
  
  Regards,
  
  *******************

• Initial Complaint

  03/17/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Brought my Nissan Frontier in for oil change. Told on phone engine was making a rattling sound.Charged $150 and they never looked at the compressor which was making the noise in my engine.Vehicle has engine warranty, assume nothing was done yet charged.

  Business response

  03/22/2022

  The customer brought the vehicle to us complaining about a knock/rattle noise on cold start.  We allowed the vehicle to sit overnight and inspected it in the morning. At that time, our technical team did not hear or observe any abnormal noises. Pre-scan in consult showed no diagnostic codes. The technician test drove the vehicle and, again, did not observe anything. Performed a visual inspection and fluid levels. Everything checked ok.  The customer signed for and paid $150 at  check out. He also asked if we could diagnose his glove box being stuck closed in lock position. We were able to repair his lock cylinder and get it working at no additional charge. As a goodwill gesture, we will agree to split the entire cost of the order and refund the customer $75. We will send a check if that will satisfy the customer.

• Initial Complaint

  03/11/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Mid February, our Used Nissan Quest *** purchased from Bouche dealership broke down. We took it back to *********** said that it was a wiring/ electrical issue that was worth $ 9k to fix & our our warranty insurance would not cover. Apparently the previous owner cut some wires inside the *** ************** did not realize this before selling it to the public. After constant back & forth they decided to cover the expenses. Today, March 11th, 2022. We picked up the *** cause they said it was fixed & ready for pick up. We noticed that the left side driver's side door panel has been damaged under their care and did not tell us! I enclosed the pictures as proof. This is an incovenince to our special neefs autistic children cause that's their teansportation for their medical appointments but they don't care. We still owe $ 9k on the *** im addition to $ 400 monthly for additional warranty insurance. This is emotionally stressful for our whole family, economically draining & a huge inconvenience. DO NOT PURCHASE YOUR VEHICLE FROM GORDIE BOUCHE! IT'S A NIGHTMARE. POOR CUSTOMER SERVICE & POOR VEHICLE QUALITY.

  Business response

  03/18/2022

  We can appreciate the customers frustration with the wiring and electrical issue with the used Nissan Quest.  Our dealership did not cause the problem and,after spending several technician hours trying to solve the problem, we were able to advocate on behalf of the customer to get the problem covered under warranty at no cost to Ms. *********** We do not know how the panel was damaged.  We ordered a part and had the panel replaced and the situation repaired within 24 hours.  We greatly appreciate the business, strive to do right by our customers, and are sorry this situation was so emotionally draining and an inconvenience for the whole family.

• Initial Complaint

  02/28/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought a brand new Nissan Armada from ********, and less than a year later the paint started chipping off in various places. I sent pictures to the Service manager **** and told me it was from stone chips and wouldn't be covered. I then had my family members take my vehicle down and show the body shop who said it would be covered under warranty, but the approval was needed from Nissan. The paperwork was given to **** to file with Nissan, again I receive no communication from ****, so I reach out to him and he tells me that it has been approved and I need to have the vehicle in their shop between 7am-10am today and a loaner will be waiting for me. My family members have been there for 3+ hours and now they are being told they don't have a loaner ready.

  Business response

  03/01/2022

  Our understanding is that the Armada paint issues are being addressed by Nissan pursuant to and under the warranty at no charge to the customer.  WE have asked our service manager to provide a summary of what happened from his perspective.  Here is what he says:

   

  Although our initial opinion was that the paint was damaged and not defective, once the customer brought the concern up again with an advisor on another visit, we recommended she take it to our body shop so we can create an estimate and file a claim with Nissan. After review, Nissan did approve repairs. 
  
  
  In regards to the rental vehicle, yesterday morning when we got in we found that rental vehicles that were supposed to be returned over the weekend, were not returned. I contacted multiple Enterprise locations to try and secure a rental for the guest beforehand, but they were unable to accommodate. I then had our general manager ********************* add another rental car to our rental fleet so that we could accommodate. It was put into service right away; however the vehicle could not be insured immediately. By this time the guest had arrived to drop off the Armada. I explained to them the issue, and offered them alternative options to waiting, such as, taking a shuttle ride, taking the Armada and returning once the rental car was available, and even delivering a rental car to their home once it is available. Her brother and father chose to wait in the waiting room. I apologized to them for the issue. Ultimately, after all this I was able to secure a loaner car from Lincoln to use. 

   

   

  Accordingly, we have truly attempted to accommodate the customer and do the best job we can.  

  
  

• Initial Complaint

  01/16/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased a Used vehicle 10months ago a 2017 ***** Equinox which recently started shaking and cutting off for no reason out of the blue, after taking it back to Gordie Boucher Nissan the repair was quoted to me as $2700 repair for an oil consumption issue which after doing my research has recalls for this issue as well as a lawsuit for this particular vehicle which I informed them of. I tried speaking with the General Manager(****), the Service Manager(Duke), & even tried the finance Manager(Drew)to possibly get a new vehicle this would be the second repair for this vehicle in 10months of me purchasing this vehicle/ I currently Do Not have any transportation to get to work or my medical ************* ****** never even offered to try to help me. this has been extremely stressful and time consuming they have pretty much given me the run around and politely blown me off almost hoping I go away with this,, There is an extreme lack of empathy for me in this situation which I did not cause nor had/have any control over I am just looking for this business to do the right thing and value me as a customer. I also contacted their corporate office which no one answered or returned my call.. I would like to know if they know about the issues with this vehicle for 2010-2017***** *********** consumption issues & that there was a law suit and never disclosed this information to me.. I feel disrespected and undervalued as a customer. This has been a more than horrible experience and I pray for a resolution to this issue...

  Business response

  02/10/2022

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

  We corrected ************ issues with vehicle and made her feel safe in her vehicle again.

  Best Regards,

  GFB

*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. ↩