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:01/22/2025

  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.

  Dealer offered gave me $750 for my trade in because he said it had been in an accident and could only be sold for wholesale. He listed it for sale today for $7,000

  Business Response

  Date: 02/05/2025

  Dear Ms.*******,

  I would like to begin by congratulating you on the purchase of your 2021 Nissan Kicks!  Regarding your concern, I want to inform you that the vehicle you traded in was wholesaled, as confirmed by the representative.

  If you would like to discuss this matter further, please feel free to contact me directly at ************.

  
  Best Regards,
  

  
  ******** *******
  Customer Relations Manager
  **********************

  
  

• Initial Complaint

  Date:01/15/2025

  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.

  On Sunday, January 5th, I purchased a car. By Saturday, January 11th, I had to jump-start the vehicle three times that day alone. The issue persisted on Sunday, requiring another jump-start. By Monday, I had to jump-start the car at 3:00 a.m., again at 6:00 a.m., and once more at 10:00 a.m. I contacted Cerritos, the sales representative Beejay, and *******, the original salesperson who initially approached me. None of them responded. I was eventually advised to bring the car to the service department, where I worked with *******. After explaining that the car began breaking down less than a week after purchase, ******* dismissed my concerns. He stated it would take 1.5 to 2 hours to inspect, yet I waited from 11:00 a.m. to 4:30 p.m. He concluded there was "nothing wrong" with the car, its battery, alternator, or connectors. I insisted that wasnt possible, but he rudely refused to escalate the issue, stating they wouldnt assist unless I paid out of pocket. He instructed me to bring the car back "dead and cold" if it broke down again.On Tuesday, January 14th, the car broke down again. When I called Cerritos, they refused to cover the towing fee, which exceeded $300, despite advising me not to jump-start the car. I finally reached *******, who admitted the car had been pulled from storage and wasnt ready for sale. It has dents, scratched paint, holes in the seats, and a faulty batterydetails concealed when I purchased it at night. As of Wednesday, January 15th, I have yet to hear from the sales representative or manager responsible for this transaction. I now have to make appointments for the car to be brought up to standard. Which shouldve been the case before selling me the car. This is unacceptable. I feel I was sold a lemon and demand accountability.

  Business Response

  Date: 02/04/2025

  Ms. ***** ******,

  Thank you for sharing your experience with us.We're truly sorry for the frustration and inconvenience you faced during your visit.  Its disappointing to hear that communication fell short.   We would like the opportunity to speak with you further about this.

  Please contact me at ************** at your earliest convenience.

   

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

  Customer Relations Manager

  Cerritos Nissan INFINITI

  Customer Answer

  Date: 02/06/2025

   
  Complaint: 22814450
  
  I am rejecting this response because the problem is still not fixed. I came there yesterday February 5th 2025 you all said you fixed the problem. I got in the car and the problem still was not fixed. The other problems like my gas dropping , random lights , car shaking , steering wheel shaking still has yet to be addressed. Now I am told today after you all have been having my car since 10 this morning I have to come back again next wednesday the 12th at 9am. Now Im being told you all have to keep the car and is offering no loaner. This is will make my 7th visit up there and I just bought the vehicle. I feel as though I am getting the run around. 
  
  Sincerely,
  
  ***** ******

  Business Response

  Date: 02/13/2025

  Dear Ms. ************ wanted to follow up with you regarding your initial concern, and Im glad that we were able to resolve the issue with the audio. If you have any further questions or need assistance, please dont hesitate to reach out to me at **************.

   

  
  Best regards,

   

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

  Customer Relations Manager

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

  Customer Answer

  Date: 02/16/2025

   
  Complaint: 22814450
  
  I am rejecting this response because the audio issue was not fixed and Im still having other issues with the car. 

  
  Sincerely,
  
  ***** ******

• Initial Complaint

  Date:12/31/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 began to finance a car from Cerritos Nissan on October 10, 2023. The car that i had adquire is a Nissan Sentra 2019 and had ****** miles and was told that it had two previous owners and apparently no issues, however, two weeks later the car did not want to turn on when i was at work wanting to go home. I took the car back to the dealer however it turned on so they did not want to check it. I kept experiencing the same issue with the car not powering on unless it was jumped start, therefore i lept taking it back to where i purchased it and finally they decided to inspect. They "inspected it" for 4 days and gave it back to me saying the issue was resolved but a few days later the issue began to persist again and i kept insisting for them to insoect it which they took the car for 7 days to inspect it once more and same thing, they would give it back saying it was resolved but the same issue kept coming back.For a whole year and few months, ive been struggling with this car, as it randomly turns off and/or doesnt want to turn on, ive been taking it back to the location many times to the point that they ignore when I go. I have never missed a payment but they do not want to help me. The only solution they give me is to finance a new car that is used and to pay more money for a new car, however that is not the solution that needs to be done.

• Initial Complaint

  Date:05/31/2024

  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 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

  Date: 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

  Date:04/30/2024

  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 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

  Date: 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 Answer

  Date: 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

  Date:04/16/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 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

  Date:01/10/2024

  Type:Service or Repair Issues
  Status:

  UnresolvedMore 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 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

  Date: 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 Answer

  Date: 01/17/2024

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

• Initial Complaint

  Date:11/17/2023

  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.

  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

  Date: 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

  Date:08/17/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  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

  Date:08/01/2023

  Type:Service or Repair Issues
  Status:

  UnresolvedMore 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 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

  Date: 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 Answer

  Date: 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