ComplaintsforCerritos Nissan

• Initial Complaint

  05/31/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I went into Cerritos Nissan to purchase a car under false pretenses. We were not happy with the service and what was told to us would be the process before coming in. That was 5/18. We left unhappy and unsatisfied. I received a letter from a bank via text today 5/31 and it was dated 5/28. The dealership continued to shop my personal info to banks AFTER I specifically told them not to and that I would not be doing business with them. This has impacted my credit as well. I called and asked to speak with a manager and after being transferred 4 times I was left on hold for over 20 minutes. I called back two more times with the same result so this is my only option at this point.

  Business response

  06/19/2024

  **************,

  We are disappointed to hear that your visit with us was anything less than satisfactory.  We would like the opportunity to address your concerns.
  Please reach out to me directly at ************** at your earliest convenience.

  Thank you, and we look forward to hearing from you.

   

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

  Owner Loyalty Manager

  Cerritos Nissan-INFINITI

• Initial Complaint

  04/30/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On April 4 I took my car into Nissan for a diagnostic from some noises that I was hearing. Nissan previously worked on my car so I took it back to them for the noises. After I diagnostics the service provider **** told me that my brakes were the issue. I knew my brakes were not the issue for the noise I was hearing, but I was told if I fixed the brakes it would fix the problem I was hearing. I am certain that whatever noise I am hearing is coming from the front suspension either axel or something is just loose. On April 5, I picked my car up from the shop after the brakes were replaced after paying $440. I followed up with the service provider and told him that I am still hearing the same noises so the brakes could have not been the issue. He responded and told me take it to another nISSAN FOR A SECOND OPINION. I told him No because I paid my money there, they are the ones who originally fixed the car and the problem does not belong to another Nissan. I went back to Cerritos Nissan on April 22 for a test drive and the technician took my vehicle to the back and looked at it for about 30 minutes and then told me "my vehicle was ready". I was not given a print out of anything to show what was done. On April 25, I sent a video to the service provider with the noise that is coming from the front suspension that is very loud and still have not received any response. I have given my money and time to get this issue under control and it seems like they are trying to wash their hands with me and I do not like that. I am requesting a full complete diagnostic of my vehicle from this dealer because my money went towards something that was not the issue. Every time I go they tell me the noise will be fixed and it is not.

  Business response

  05/09/2024

  *****,

  We regret to hear that you had this experience with us.   As you stated, you are still hearing noise coming from the front of the suspension either axel or something loose and we will waive the $230 diagnosis fee.  Our Service Manager, *********************** will be the point of contact when you arrive to the service department.  

  
  Please reach out to us at ************** so we may assist you in moving forward towards a resolution.

   

  Best Regards,

  
  *******************************
  Owner Loyalty Manager
  Cerritos Nissan

  Customer response

  05/10/2024

   
  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.
  
  Sincerely,

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

• Initial Complaint

  04/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I have had issues with my car which I lost my job cause of car issues,paid numerous tows cause of their negligence.ive paid repairs.took my car back 6 times to them only for them to tell me after,"we are dusting our hands with your car,go take it somewhere else".and the problem still exists

• Initial Complaint

  01/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  I was it accident December 13, 2023 and my car was hit on my passenger doors.. picture provided took my car to a suggested body shop from insurance Farmers and no airbags were deployed or anything.i sent a picture of damage when hit..my car was taken the same day (12/13/2023) to body shop for me to immediately hope to ********************.My car was disassembled in places where there was absolutely no damage from accident..when my adjuster called me about 2 weeks later and said my car was a total loss How only 2 doors were damaged.I have a ******* ******* 4d 3.8..I do believe that the entire process was a scam to keep my car..when I was told that they were going to but it for on 4,629.85..My car was **** near new and now that I decided as the customer not to give them my car they purposely damaged it ..I want Nissan to give me all of the pics they took and why they damaged the car.

  Business response

  01/16/2024

  The customers 2015 ******* ******* was deemed a total loss by the customer's vehicle insurance company, ************** ***************** adjuster advised the customer as to the reason the vehicle was disassembled.  We explained to the customer that the collision center does not set the vehicles worth, her insurance determines that. Cerritos Collision provided an estimate to ***************** to determine if they wanted to continue with repairs or deem it a total in which this case they deemed it a total.  

  Customer response

  01/17/2024

   
  Complaint: 21120241
  
  I am rejecting this response because:
  
  Sincerely,
  
  *****************

• Initial Complaint

  11/17/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  On September 25,2023, I traded my Q60 infiniti for a 2022 Nissan Sentra. I now have a reprocess. Infiniti claims they do not have processes of the car. When I spoke to the fianc manager at Cerritos Nissan, they claimed I never traded in my vehicle. I need my credit fixed and Cerritos Nissan, to send me a letter in writing apologizing. My contract needs to be completely done. It does not state I traded in a car.

  Business response

  12/04/2023

  The purchase contract on the 2022 Nissan Sentra (NY275243) does not reflect a trade-in vehicle.  ****************** signed an acknowledgment e-contract document stating there as not a trade-in vehicle.  We will reach out to the customer to address her concern. 

   

   

• Initial Complaint

  08/17/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  12-02-2020 its when I purchased a Nissan versa 2018 I have been having issues since I Bought it have taken it back to dealership 3 days after I bought it and check engine was on turned off and on I paid for the vehicle 22 thousand dollars they told me I had gap insurance and then they told me no it was not included in the vehicle the brakes gave out had the service done by ***** and he refused to work on my vehicle went back to see if they can take It back and change it the radio shuts off automatically it doesnt work and I pay monthly 497 for the vehicle I still owe 16 thousand on it the sales representative knew that they vehicle was not working properly and they sold me the vehicle like that the lights from the front are working one is faster than the other have told my issues to the service department spoke with a manager and they are refusing to help me because the vehicle belongs to me know not the dealership I need your help I have a 3 year old and Im a single parent who is no longer covered by warranty all expenses are out of my pockets and they cant work with me either been back for repairs and complaints and they tell me that I am responsible for vehicle please help me and guide me in the right direction for my vehicle I would like a full refund of what I have paid because the vehicle is not working properly and I cant afford an new vehicle with higher monthly payments, I want refunded the whole ***** that they vehicle and as sold to me they knew the vehicle was not ready to be sold and they sold it to me as a first time buyer and they knew ***** from service department refused to fix my vehicle knowing the check engine turned on it the lights and brakes have gone in the vehicle before they told me they werent going to charge me to fix it then they told me if I didnt pay they wouldnt release the vehicle to me its my only car and I need it to move to work and take my 3 year old to childcare and cant afford a new vehicle please help me please

• Initial Complaint

  08/01/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  I am writing this letter because of an ongoing issue I have been having with my vehicle. I purchased the vehicle in 2017 and a year after I purchased it in ************************************* starting issues. I purchased this car brand new and have always done recommended maintenance on time. I have had numerous issues with the vehicle but the main one being the starting issue. I have had to pay hundreds of dollars to fix the issue that the dealer claimed would fix the issue. I have replaced the battery 3 or 4 times because that is what they said was the issue. Then I replaced the brake switch 2 or 3 times because that was supposedly the issue, and mind you all of this is coming out of pocket and not fixing the issue. I have never complained about paying I have always paid to fix it. All I have wanted was a fix. The car has left me stranded and in dangerous situations with my children. I have contacted Nissan north America twice and opened a case and they have been no help. Now they are saying that they found the problem, but it is going to be an additional $500 to fix. I think this is extremely unfair and unprofessional for them to continue to charge me these outrageous amounts when I have already supposedly paid to fix this issue multiple times. I have spoken to supervisors, managers, service advisors with little to know resolution. All I want is my car to be repaired correctly without continued cost for the same issue. I just want to have a safe car that I paid a lot of money for to work properly.

  Business response

  08/08/2023

  ********,

  I am so sorry for the frustration you have gone through.  I have been the Fixed Ops Director here at Nissan for the past 13 months, and we have been dealing with this the whole time I have been here. As you know already, I believe that Nissan has finally given us the "fix" for your vehicle.  We made a wiring harness modification that is supposed to optimize the charging system.  Per Nissan, this should take care of the ongoing issue you have had with this vehicle.  ******** I am here to help you with anything you need in the future.

  Thank you,

  ************************* - Fixed Operations Director

  Customer response

  08/08/2023

   
  Complaint: 20403753
  
  I am rejecting this response because: Even though I greatly appreciate nissan of cerritos and ******'s willingness to try and resolve the problem. I received my car back Friday 8/4 with the same exact issue. I just want my car fixed. So I hope there is some type of resolution soon. I dropped the car back off 8/7. I have attached a video of the problem this was recorded 8/4.
  
  Sincerely,

  
  Brittany Fair

• Initial Complaint

  07/11/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 7/10/2023, I called in to Cerritos Nissan/Infinity to make an appointment for an oil change. The representative said there was a 1:00 pm appointment available. I said, Ill take it. I was on time for my appointment. The service person I was assigned to was ****. He shared with that my **** mile service was due as well as my oil change. I agreed to have the service done as well on my Nissan Rogue. **** told me it should completed by 3:30 pm. I told him great, I need to be back at work before 5pm. The time I inquired about my car was a few minutes after 4pm. When **** was called, he told me that my car was never touched. From 1pm to 4 pm, I was believing Cerritos Nissan was servicing my car. **** or no one informed me that my car was not being serviced. I was not given the choice to wait or reschedule. I was just waiting. What hurt most was the blank stare on **** face. He did not care, there was no apology. It did not matter to **** that I sat in the dealership for over 3 hours without my car being serviced nor an oil change. What will happen to ****? Most likely nothing at all. Was I treated that way because I did not matter? The manager apologized for **** but he didnt come to me, I had to find the manager to explain my concerns. I received a free oil change but is that a slap in the face? My time and being deceived did not matter to Cerritos Nissan. The fact that not only did I not make it back to work but I didnt get a chance to pay my rent on time because I left Cerritos Nissan after 5:00 pm from a 1:00 pm appointment without service done. Only an oil change that was most likely incomplete because time had already been far spent. This treatment from Cerritos Nissan has made me very anxious. Down right upsetting. I was not only misled but humiliated by Cerritos Nissan. Desired settlement: ************ for my **** miles.

  Business response

  08/08/2023

  I spoke to ********************************* and informed her the 30k mile major service was completed on 7/10/2023 at no charge.  We apologized for the miscommunication and extended myself as a point of contact for any future services on her vehicle.  

• Initial Complaint

  04/10/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I bought a car from the dealership and at no time throughout the sales process was the information provided to me that a 2nd set of keys for the car was not provided. Although, the sales person knew of this information throughout the process, they failed to disclose this information during the sales transaction, During the sales transaction no verbal or written declaration was made to me that a 2nd set of keys for the car was not and would not be provided. At the end of the sales transaction, after we had submitted the payment, and all documents were signed, we were given only one key and that is when we asked for a 2nd key.l which is typical when purchasing a car. At this time we were told, there was not a 2nd key and we would have to pay ($626.92) for a second key to be made. We mentioned to the salesperson that we felt we shouldnt have to pay since this was not disclosed at any time during the sales and purchase of the car. They refused to give us a second key, which they could have made, and/or work with us to help us obtain a second key. We felt lied to, betrayed, and felt our trust was taken advantage of. We would hope this never happens to others in our situation in the future with this dealership. We hope to resolve this with the dealership providing us with a second key foe the car that we purchased.

• Initial Complaint

  03/24/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  On dec.5th 2021 i purchased a used car from Cerritos Nissan with ****** miles on it ,The car is at ****** miles now the car smokes on cold starts so i took it to Monrovia Infinity for a diagnosis in which they dropped the oil pan and found engine sludge, According to them the only way this can happen is from lack of maintenance of the vehicle (oil changes ), They then proceeded to submit my claim for a new engine to the warranty company since i was told it had one when i purchased it at ****** miles and the warranty company denied my claim stating it had a maintenance gap at 0 to ****** miles prior to my ownership , I was sold this car under false pretences thinking my purchase was under warranty the whole time i even bought from them the extended warranty to cover my investment for ***** dollars, Ive contacted the Nissan Dealership and they refuse to explain or admit why they sold me a car with a Maintenance gap, I have in writing from the Infinty dealer the reason why my claim was denied, I called the warranty company and the explained to me that my problem is with Cerritos Nissan and that they are and should be responsible seeing as how it was previous to my ownership, NOT A REPUTIBLE DEALER !

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