ComplaintsforThoroughbred Nissan

• Initial Complaint

  10/27/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I went to the Thoroughbred Nissan Service Department ***** ** **** *** for a replacement key for a 2017 vehicle. I was told by the Service Clerk the basic key with the VIN number the service would cost around $250 in total. I waited 45 minutes for this digital key to be cut. What I didn't know while waiting 45 minutes , my vehicle was going through a multi-point vehicle inspection without my permission. The service clerk never verbally asked for permission , I only found out about it when I saw the print-out of the bill listing this as #2 on the bill and with suggested follow- up service maintenance to be performed on my vehicle. I was not asked permission for anyone to be inspecting my vehicle and wasting my precious time waiting for a simple key to be made. Then it was time to pay the bill and I handed the service clerk my credit card and he informed me there would be a 3% surcharge for using my credit card, but no service charge if a debit card. No posted notice regarding credit card service fees, per Arizona statute. This needs to be corrected ASAP. When I got in my vehicle to go home, I discovered my seat in the wrong position, my radio was turned off, the volume was off. This is very distressing to have someone leaving my seat in the wrong position, forcing me to try and get it in the correct spot which is tricky with a manual adjustment pole. I was just treated like I was a "mark", come on in and get a replacement key, and our service dept. will be all hands on your car to find lots of problems that may or may not exist, not explain to me on the bill why this inspection without my permission. I did not to spend 45 minutes of my valuable time on a 15 minute procedure and the service clerk knew I was getting a 21 point inspection and he should have informed me and let me waive that which is my right.

  Business response

  10/28/2023

  It's standard practice for us to inspect each vehicle that comes in as a courtesy to the customer. I've forward the complaint to the Service Director and Service Manager so that they can speak with the service advisor regarding communicating this in situations like these.

  The 3% surcharge is listed on each entrance to the dealership as well as at each advisor work station.

  The vehicle seat is moved depending on the size of the lot attendant moving the vehicle. The radio is turned off during the inspection in order to listen to the vehicle. We will not be changing our process with respect to this.

• Initial Complaint

  10/03/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  on June 12th, I cancelled a commercial GAP insurance policy and was informed I would get a refund in six to eight weeks. I have not received a refund yet. It has been approximately thirteen weeks. Due to my over trust in people I thought I was sold a basic GAP Policy. After reviewing my paper work I realized I paid eight hundred and ninety five dollars for a commercial policy. When I called to ask why I was sold a commercial policy rather than a basic policy I was told that's all they offer, and I should feel lucky because other people had paid more, so I canceled the policy before the thirty day cut off, so I should get a full refund. eight weeks pass and I did not get a refund. I called and spoke to the office manager. She told me there was nothing she could do to help me. I am now paying for something I do not have and I cannot get a refund.

  Customer response

  10/04/2023

  The issue has been resolved. Thank you. 

• Initial Complaint

  03/28/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  ***** ****, the head of Nissan’s of service center refused me service. I am chronically ill can cannot wait in lobbies well due to pain and immunity challenges. I was required to wait several days for this appointment. In order to ride the shuttle, I needed to schedule online 5 days in advance. My appointment was at 1:30pm, Monday March 27th. When I arrived, I clarified my ride was ready before I handed over my keys. ***** said the customer shuttle driver was at Eggess picking up a lunch for their staff. (One of their vendors had sponsored a free lunch because Nissan uses their expensive parts.) He said it wouldn’t be longer than 10 min until he could take me home. I unhappily waited in the lobby for 30 min. There was no receptionist. The shuttle driver walked past me a waved on his way to the kitchen. When the receptionist finally arrived, I asked her why my ride was taking so long. She said the driver had just got back and was going on his lunch break! I asked her how long that would be and she said another 30! I live within a mile of the dealership. It would have taken him 10 min. I was angry and not going to wait another half hour in the lobby. I went back to the service center to demand a ride now, not ‘after lunch’. ***** was immediately offended, ‘The shuttle is a courtesy!! No one’s ever Come at Me like that over it!’ His reaction was angry and defensive and he escalated the situation. His manner was threatening! (Loud, confrontational, hands in the air) He threatened to pull my car from the shop/lift if I didn’t wait nicely and go back to the lobby. I insisted that he remedy the situation immediately. He didn’t. I ended up receiving no service. He took my car off the lift. I demanded accountability in the form of his business card. He gave me someone else’s business card. So now I have 4 safety recalls on my Nissan, a wasted afternoon, and mistreatment as a disabled individual. Who else can do the repairs on a recall? Is this legal?

  Business response

  03/29/2023

  This customer is no longer welcome in the dealership. Her actions and behavior while on-site were unacceptable. 

  We treat our customers with respect and expect the same in return. 

• Initial Complaint

  03/22/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  About 6 months ago I reached out to Thoroughbred Nissan about an issue with my vehicle. The vehicle was having starting and power issues. They asked me to bring the vehicle in which I did. They called me the same day and said they could not duplicate the issue and that was it. They ran no diagnostic or anything else at that time despite the fact the vehicle was clearly not running properly. I replaced the battery myself at that point since it seemed as though they weren't going to help me. The issue persisted and now my vehicle will not start at all. Come to find out, the alternator is bad and has been for some time. I called Nissan again to tell them what the issue was and that I tried to have it fixed while under warranty and was told that someone would contact me. That was last week. I called again today after not hearing back to be told that there is nothing they can do unless I am willing to pay. If they had addressed this issue when I brought it in originally this could have been avoided. I feel like Nissan is stealing from me and any other customer they do this to.

  Business response

  03/28/2022

  March 28, 2022
  Better Business Bureau of Southern Arizona
  434 S. Williams Blvd., Suite 102
  Tucson, AZ 85711
  
  Re BBB Case #: 16925356
  
  To Whom It May Concern:
  
  Thoroughbred Nissan does not have any record of Mr. ******’s vehicle ever being here for an electrical diagnostic.  Nor, was he ever charged the $150 diagnostic fee. 
  
  Sincerely,
  
  John M. Lohrman
  General Manager
  
  Thoroughbred Nissan
  5163 E. 22nd St.
  Tucson, AZ 85711
  
  520-618-6500

• Initial Complaint

  02/24/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I was involved in an accident on 8/13/2021. I took my vehicle to this shop as I had work done before without complaints. My Nissan Rogue has been sitting in the shop since 8/14/2021. Six months have passed and I have yet to receive my vehicle. I asked about totaling it and they said no since the value is too high. I am a single mother who has had to depend on others for rides and assist me with my son due to not getting a loaner vehicle until 2/2022. I keep hearing the same story that we will have your vehicle complete by the end of the week. needless to say many weeks/ months have passed and I am still getting the same story. This is unacceptable.

  Business response

  03/09/2022

  March 9, 2022

  
  Better Business Bureau of Southern Arizona
  434 S. Williams Blvd., Suite 102
  Tucson, AZ 85711
  
  Re BBB Case #: 16804394
  
  To Whom It May Concern:

  
  ******* ***** timeline is accurate.  Tucson Nissan Body Shop attempted to procure new Nissan parts for her repair back in August.  However, those parts were on “National Back Order” with no estimated time of arrival. 
  

  The body shop was able to locate used parts for the repair.  After installing those used parts, her vehicle would not align to specification.  It was determined that the used parts were damaged. 
  

  Finally, the new Nissan parts were available.  We installed the new parts and the vehicle aligned to specification.
  
  The vehicle is now available for delivery. 
  
  Sincerely,
  
  John M. Lohrman
  General Manager
  
  Thoroughbred Nissan
  5163 E. 22nd St.
  Tucson, AZ 85711
  
  520-618-6500

*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. ↩