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:02/22/2025

  Type:Sales and Advertising 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 have been trying to obtain information about a Release of Lien for a vehicle purchase for at least a week. The vehicle is a 2006 Nissan Frontier. It's been paid off for quite some time and I need to obtain a replacement title. The vehicle was initially financed through **** and then another company after a lease turned into a purchase. The week of February 16, I called **** regarding a Release of Lien. They told me to contact the dealer. I called and was out on hold for over an hr. I sent an email through the messaging system and the call back was some attempting to sell me a car. They claimed they were placing me in hold for someone to help. The call went to a voicemail. I left a message and still no response. I sent a text message through the chat system I received an automated reply text but no follow up. I cannot do what I need to do with this vehicle without the required paper and this dealership is playing games simply because I'm not trying to buy a new vehicle. Keep in mind, I actually purchased 2 vehicles from them and paid them both off. 2006 Frontier and 2010. I want the information requested and I will make certain to NEVER recommend this dealership again.

  

  Business Response

  Date: 02/25/2025

  Ms. *******, thank you for allowing us to assist you.  We need some more information in order to help you get your lien release, as we do not show you in our records.  A few questions, did you purchase the vehicle from our dealership? What is your number? Who is the registered owner of the vehicle? We have tried multiple time to get in touch with you, but have had no luck.  Please reach out to *** ***** at ************.

  Thank you,

  ***

• Initial Complaint

  Date:07/17/2024

  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 picked up my vehicle 2 days after signing for it bc of issues with insurance and the loan. The sales agent said it came with sport tint. When I drove off the windows were not tinted. I contacted the sales agent he said to bring it in and they would do it from 12-5pm. I just got the vehicle and didnt have a whole day to spend at the dealership. By the time I was able to go in they were giving me the run around and asking for a paper. I told them it was supposed to be done so I didnt get a paper. The vehicle sat for 2 days and the agent said it was all ready so why didnt they do the tint? This place is bad business and I just want the money to get the tint done somewhere else.

  

  Business Response

  Date: 09/10/2024

  Per our conversation we have addressed the window tint for ************************* back in JulyI know that there was an issue with having multiple accounts for ********************** and I believe that has been address..

• Initial Complaint

  Date:07/10/2024

  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 purchase a 2024 Nissan in May of 2024. Prior to the purchase the dealership would call & text and email me a billion times a day to get me to come in and purchase. I told them multiple times I wanted another kind of car and told me I could not get anything else. They lied and told me I was financed with Nissan directly and when I arrived to the dealership told me I was with someone else and I did not have the chance to investigate the bank. They were super unprofessional and not using proper customer safety rules by making me sign my documents in the main lobby where everyone buying a car was there. The finance Manager was a good communicator until she felt she had the sale sealed and every time I reached out she ignored my emails. They charged me over 4k for their warranty and never explained what it was but brushed me to sign documents on a tablet so I did not see what I was getting into. The car its self has issues. The main screen cuts off when driving or not and you can't see the **** radio etc. What brand new car does that. I reach out to the finance director because the finance company I saw the most scariest reviews about them and on top of that how they treat me and harrass me at work and on my cell is very troubling. When you speak to them they seem like they are outside or around people so your account is not safe. I told all of this to the Finance manager ******* and she claims she reached out to the finance company rep and no one contacted me. They need to take this car back. I asked ******* who is the finance director of Courtesy Nissan why they charged me over $4k for a warranty I did not need and she could not explain. I told her I wanted to cancel and she said it takes weeks and I have to come back up to the dealership which I will never purchase from them again or tell anyone to consider them. I want them to take this car back or finance me for another car that is not a Nissan. *** knows how to finance people and got this deal done she can help.

  

  Business Response

  Date: 07/19/2024

  To whom it may concern

   

  I am responding to a compliant against Courtesy Nissan of Mesa on Wednesday July 10, 2024.

   

  Customer information

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

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

  Mesa, AZ  85212

   

  We are happy to work with the customer to finance him for another vehicle and work with him on getting another vehicle as that is his desired settlement.

   

  Please provide the customer with my direct contact information listed below to move forward with that process.

  *************************** General Manager Courtesy Nissan of Mesa	C:************ D:************
  ************************************

  
  

• Initial Complaint

  Date:03/25/2024

  Type:Order 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 2019 Nissan Armada from Browns Nissan Dulles in ******** I have been experiencing issues with my transmission and notified the shop of these issues prior to the expiration of my warranty. The service dealers repeatedly denied there was anything wrong with my truck until after the warranty expired despite knowing that this transmission had multiple problems which are longstanding with Nissan. Nissan refuses to issue a recall or bulletin to fix the issues. The issues are so severe that it leave people like me stranded with a vehicle that cant perform and not part to fix it. I have a loan on a vehicle that is not operating properly and has no chance to operate properly. I need reliable transportation and can not get it. In addition they are omitting the name of the transmission that caused so many vehicles to become inoperable and are misleading customers to circumvent liability for this very serious failure of the vehicle and the inability to use the vehicle as intended. Im asking for a full resolution and for the dealer and manufactures and Nissan to be held accountable for any an all failures related to the transmissions for the 2019 Nissan Armada and to include the Armada in a suit for recovery of money and use of my vehicle. Please help. I can be reached at ************ please call me and/or advise me for a suitable solution PLEASE

  

  Business Response

  Date: 05/21/2024

  Customer has never done business with us...not in **** *******.

• Initial Complaint

  Date:06/23/2023

  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 leased a new Nissan Titan from East Valley Nissan on 4/3/23, paying for the 18 month lease plus security deposit ($4050) in 1 total payment of $9372.60, by wire transfer. The odometer disclosure statement states that it had 21 miles at that time. The truck was shipped to me. I might expect it to have 22 or 23 miles on it upon arrival from loading/unloading. When it arrived it had over 220 miles on it and the inside was filthy. It appeared from the garbage left in it that someone had gone to a concert in the truck. I contacted East Valley Nissan about it and they agreed to send me a gas gift card to compensate me for the extra miles and for the truck being dirty. They said they would have a meeting with managers to decide the $ amount. I contacted them several times about it and each time they said they would get it sent. Nissan had sent me a survey about the lease. I waited until 2 days before the survey was to expire, waiting to see if the gas card would arrive. It did not. I filled out the survey honestly. Now they say that because I didn't fill out the survey the way they wanted, they will not be sending the gas card. They claim that the gas card was to be a 'good faith payment' for filling out the survey as they instructed. That was never even hinted at previously. I was told that the gas card was to be compensation for the extra miles on the truck and for detailing the inside. Now I will have to pay for those miles when I return the lease and I had to clean their messes out of a brand new truck.

  

  Business Response

  Date: 06/29/2023

  We have been in contact with the customer regarding his concerns and appreciate his feedback.  We have come to an agreement and compensated the customer to his satisfaction.

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

• Initial Complaint

  Date:06/21/2023

  Type:Sales and Advertising 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 vehicle from East Valley Nissan on June 3. I paid a $500 before picking the car up, $50,389.75 by check on the day of purchase and $1,356.51 by credit card. Afterwards when trying to register a car in ********** I paid $3626 in fees which included $2979 in taxes. A few days later the dealer called me demanding to pay additional $2979 for them to transfer the title. I'd like the dealer to transfer the title so that I can register my car in **********.

  

  Business Response

  Date: 06/27/2023

  On June 3, 2023, ******************************* flew from ********** to *******, ******* to purchase a 2021 Genesis **** serial number ********, in full by cashiers check from East Valley Nissan in ****, *******.  We completed the paperwork and issued ********************* a 90-day non-resident permit. A few days later, our Finance Compliance Officer noticed we only collected City and County Tax of $1356.51 on the Retail Purchase Agreement.  We contacted ********************** regarding the oversight and requested payment for the State Tax, an additional $2815.59.
  

  ********************** went to the California DMV and paid ********** Sales Tax, paying the reciprocating balance based on the original tax of the Retail Purchase Agreement.
  We apologize for the oversight.  However, the ******* tax needs to be paid by the customer based on the ******* Sales Tax rules.  We did contact **********, who stated ********************* can be refunded by filling out ********** form ADM399.
  

  In closing, when ********************* sends ** the certified funds for the unpaid ************* Tax of $2815.59, we will promptly send him the completed title and supporting documents.
  

  We apologize for the oversight.

• Initial Complaint

  Date:09/09/2022

  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.

  I bought my 2017 Nissan Rogue in Nov. 2021 with an extended warranty because it was used with 50k miles. I started having transmission issues within the first 4-5 months, but became increasingly worse in approximately June 2022 (i.e. when Im at a stop light and go to accelerate, it wont go and when Im on the freeway going ***** attempting to pick up speed, the RPMs ramp up to 4x or higher). I'm worried it's going to cause an accident. When I took it to the dealership about a month ago, they kept it for 3.5 days and said they have to be the one to diagnose it or it wont be covered under warranty" and they could not duplicate the problem I was experiencing. They advised me to take videos when it happened again (because it happens intermittently), so I did. My vehicle is in the shop again and I provided the videos as requested, but they're telling me the same thing. I went to another Nissan dealership to see if they could help, but they told me that East Valley Nissan was shady and unfortunately they could not help either. I dont have $5k+ to buy a new transmission for a vehicle I was told passed inspection, nor do I want to risk the lives of my children or other drivers on the road after attempting to resolve this issue. I put $8k down on this vehicle to find out that there is a lawsuit against Nissan for CVT transmissions. I don't know what else to do so reaching out to see if I have options.

  

  Business Response

  Date: 09/19/2022

  Our Service Director, ***********************, spoke with ********************** on September 14, 2022, regarding her frustration with the situation and multiple visits to the dealership.  ********************** supplied him with specific descriptions and video of her concerns.  The information and video was forwarded to the Nissan Dealer Technical Specialist, who has an idea of the cause and requested the vehicle in for further diagnostics.  ********************* stated she can only come in on a Saturday and should be able to come in September 24, 2022.

  Customer Answer

  Date: 09/19/2022

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me, but I do believe that this issue will not be resolved through Nissan and I will be forced to purchase another vehicle. I do not believe this East Valley Nissan's intentions are true, but I am doing everything in my power to amicably resolve this before going to the news station so no other consumer is a victim. I will wait for the business to perform this action and, if it does, will consider this complaint resolved because I have no other option but to agree that I was sold a faulty vehicle.  
  
  Regards,
  
  *****************************
  
   
  

• Initial Complaint

  Date:07/12/2022

  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.

  On Monday June 6, 2022 I call East Valley Nissan to make an appointment for my car 2016 Nissan Rouge, ***** who answer the phone said that they had nothing available for today, she gave a an appointment for June 7, 2022 @ 10:30am. I asked her if I could have my car told there today, because I am new to ******* and I don't know of anyone that could help me. ***** said yes but please know that we won't look at your car until tomorrow June 7th at 10:30 am. I thanked her called the tow company, plus did some research and found out that the Nissan Rouge had a recall on there transmissions. After my car was towed to Nissan around 12pm on June 6, 2022 I never heard from East Valley Nissan to say if they received my car on their lot. Therefore at 3pm I called them and asked if they received my car. I was placed on on ten minutes and the gentleman came back to the phone and told me that my car was never brought to the service center. I called the tow company and *** told me that she did deliver my car to them stating that they were very rude to her. They said that ***** couldn't take the keys to my car because she is just a clerk. *** gave my car key to a service tech and told him where she parked my car. I called back to East Valley Nissan the same guy answered the phone and told me that he apologized because they do have my car. I was promised to have by car by Wednesday 6/15/2022. I was also that Nissan would pay for my rental by *****, then after me renting the car for 5 days, ***** said that Nissan wouldn't be paying for the car rental. I paid $335.00 to rent a car. On 6/13/2022 the service mgr told me to come get one of their cars off the lot to use until my car was finished on 06/15/2022. Then they called on 06/15/2022 & said bad news the transmission they they put in my car wasn't working properly, therefore they had to order a new transmission. I didn't get my car back until 6/20/2022. I believe that they should reimburse me towing & car rental = to $510.00

  

  Business Response

  Date: 09/14/2022

  Since your visit in June, the ***************************** has been restructured.  Our new management team is disappointed in the service and poor communication you received.  ***********************, the Service Director, has been in contact with our Nissan Regional Fixed Operations Manager.  Since rental vehicles and vehicle tow charge coverage is not a guarantee, he suggested ************** contact Nissan Consumer Affairs for further assistance and review.  Nissan Consumer Affairs can be contacted at 800-NISSAN-1 *************).

  Customer Answer

  Date: 09/14/2022

  
  Better Business Bureau:
  
  I have reviewed the response 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.
  
  Regards,
  
  *********************