ComplaintsforLithia Nissan of Clovis

• Initial Complaint

  06/13/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  We purchased a car from this dealership and have only put minimal miles on it. It is now in the shop with a blown head gasket. There was a film residue in the coolant that is a head gasket sealer. Meaning it was known (not to us) that there was already a problem with the vehicle. I tried talking to the dealership to see if they would work with us to get it repaired, especially since when we bought it I had raised the concern about this specific issue and we were told that if something does happen that they would work with us and not s**** us because theyre a dealership. We paid almost 18k for this car and it was everything that we had that my father in law left my wife when he died. I just wanted them to make this right. I gave them the chance to do so, and the general manager told me that they wouldnt do anything.

  

  Business response

  06/17/2024

  The vehicle was sold as-is with over ****** miles, 4 months ago. Although we recommended purchasing a warranty, the customer opted not to do so. Regrettably, we are unable to offer any further assistance in this matter. However, if the customer would like to pay for repairs we would be more than happy to assist. Thank you.

• Initial Complaint

  06/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I was sent a video from Nissan of Clovis of the needed repairs on my car since my check engine light came on. The mechanic clearly states in the video damage was caused by prior repairs Nissan did. **** the service advisor agreed the mechanic said it but he was wrong & whose to say to its not normal wear & tear. I proceeded to explain my position on what THEIR mechanic said when **** said i can pick up my car & pay the diagnostic fee or get it fixed. I then asked so theres no recourse for your employees giving false info its on me no discount no resolution **** just repeated him self & told me pick up my car or get it fixed. I had to come out of pocket $840 for their error. When i picked up my car they tried to also charge me for my oil change which i have free lifetime changes. The service advisor (not ****) stated he was able to take the charge off & give it to me free as if he gave me a discount or was trying to help me ouy when Ive already paid for free oil changes when i bought the car. Very unprofessional, no customer service, no accountability. to put blame on a customer like they are in the wrong for quesrioning the video NISSAN SENT OF THEIR MECHANIC SAYING ITS NISSANS FAULT its pathetic and very alarming. I get it times are tough their sales are down so the way to make that $ up is to bully & try to intimidate customers. strong arm them when the repairs are needed to keep their car running or you can f*** off & deal with cause they dont give a **** about you they have other customers to bend over & f*** in line. They should rethink vidoes since they provide false info and train their emploees on people ***************** sevice. The video is LEGAL PROOF THEIR MECHANIC SAID ITS NISSANS FAULT so i hope they understand that.

  

  Business response

  06/13/2024

  Dear *************************,
  
  Thank you for bringing your concerns to our attention via the Better Business Bureau. We sincerely apologize for any confusion or frustration caused by the miscommunication in the video featuring our technician.
  
  Upon reviewing the video and your complaint, it's evident that there was an unfortunate slip of language on the technician's part. Instead of referring to "previous damage," they mistakenly used the term "previous repair." We acknowledge this mistake and take full responsibility for any confusion it may have caused.
  
  Regarding the damage depicted in the video, we want to clarify that it indeed stems from an aged issue caused by a prior impact. Our intention was never to mislead or misrepresent the nature of the damage. We understand the importance of transparency and accuracy in all our communications, especially when it comes to the services we provide.
  
  Rest assured, we are taking immediate steps to address this issue internally, including additional training and communication protocols to ensure such miscommunications are avoided in the future.
  
  We value your feedback and appreciate the opportunity to better serve you in the future.
  
  Thank you for your understanding and continued support.
  
  Sincerely,
  
  ***************************** | Service Director

• Initial Complaint

  04/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  4/26/2024 took vehicle to service department for programming of a body control module. I had the vehicle towed to the location. I received a call that they struggled to program the device. I was questioned about where I received said part. I provided info and proof via a Nissan dealership. Hours later the work was completed and advised to pick up my vehicle. They stated a warning light not related to the *** install was displayed on my dash. I advised that I did not have a Tire Pressure Sensor TPS issue prior. They asked me to bring it back in to diagnose for a fee. I advised that I decline to pay as this was not an issue I had previosly.

  

  Business response

  04/29/2024

  ***************** towed in his Altima in on 4/26/2024 to have the keys programmed to the Body Control Module.
  As ************ had replaced the Body Control Module at home we were unable to pre-check for dash lights due to the vehicle being inoperative.
  Once the requested programming was complete the Tire Pressure Monitor light was luminated, ************ declined diagnosis.
  Later on the 26th ************ phoned, I made him aware that the diagnosis is $149.95 and that if the light was on due to a programming issue there would be no charge but if the light was on due to a failed component in the Tire Pressure Monitoring System he would be responsible for the diagnosis charge.
  ************ again declined diagnosis.
  
  I have attached the ** in question.

  Thank you.

  Customer response

  05/01/2024

   I am rejecting this response because: I feel I should not have to pay to have this diagnosed. According to the dealership this had nothing to do with the part I replaced. I was completely upfront with all issues going into this business transaction, only to leave with added issues. My faith in there ability to diagnose or fix the issue comes into question as they struggled with my original issue. Compounded with my conversation with ******************** regarding service pricing again leaves me lacking in confidence. They do not have a set pricing structure but rather manipulate it based on factors outside of the control of the consumer. I was told a price originaly and for no apparent reason it was changed. Also I was under the impression that I had a scheduled appointment, only to realize that I did not, but was supposed to ask for "****," for reasons unknown to pay an additional $100.00 than what I was charged. To me this seems both shady and suspicious. I cannot in good faith have my vehicle serviced at an establishment that *** retaliate against me, due to my complaint. For this reason I request an independent/neutral dealership assist me going forward. Thank you. Kindest regards,

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

   

  
  

• Initial Complaint

  03/25/2024

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  *****, **** and ***** assured me that dealer add-ons weren't included in the payout price. However, upon reading my documentation word by word at home, I discovered they had added extras and deceitfully assured me otherwise despite my repeated requests not to include them. When I attempted to revisit an immediately later, I was denied, being told I had already signed the contract. I feel this is taken advantage of there customer, I repeatedly asked I a female and I feel like they completely took advantage of it.Im requesting an adjustment of the deal add ons I had denied.

  

  Business response

  03/28/2024

  We sincerely appreciate the collaboration of the customer in reaching a successful resolution. Thank you.

  Customer response

  04/04/2024

   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, we agreed hope this doesn't happen to people that don't have the voice to speak up.

• Initial Complaint

  02/22/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a 2022 ***** Malibu vehicle that left me stranded over 200 miles away from my home. I had to pay for a tow truck, vehicle rental, and inspection for my vehicle at a ********* center in ******** located at ********************************************************************. I am looking for the dealership of Lithia Nissan of Clovis to replace my non-working vehicle because they sold a defective vehicle to me. I was treated unfairly by staff at the Lithia Nissan of Clovis and they are not willing to listen to me or help me out. My vehicle is currently located at ***************************************************************************.

  

  Business response

  03/13/2024

  Following our assessment of the vehicle, necessary repairs have been conducted promptly. The vehicle has since been prepared and has awaited customer retrieval for a period of one week. Your attention to this matter is greatly appreciated. Thank you.

  Customer response

  03/14/2024

   I am rejecting this response because:
  
  The vehicle is not in proper condition to drive. Representatives of the business have been rude and no help to me. I do not want the vehicle they have the contact of sale and keys to the vehicle. They are not being honest about the damages. All I want is for them to switch that car to another one.

  

  Business response

  04/01/2024

  We have taken all necessary steps to ensure that the vehicle is in optimal driving condition. Should the customer remain unsatisfied, we extend the option to utilize the vehicle as a trade-in. We are fully prepared to facilitate this process and welcome the opportunity to assist further.

• Initial Complaint

  02/15/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Compre un carrro usado 2020 ***** Hibryd el ***** ***** y a los 5 **** se descompuso, el dia 5 de Noviembre hable al diler para reportarlo, entonces me dijieron que se los mandara para que lo revisaqran y que ellos me iban a reenbolar el dinero de la grua que lo iba a transpotar.Ellos lo tubieron como una semana en su centro de servicios , despues me hablaron para decirme que tenian que mandar el carro al diler de ***** por que el carro tenia unos codigos que ellos no podian leerlos, despues de otra semana me hablaron para decirme que todavia no encontraban el problema ********* y lo unico que querian era obtener mi permiso para que pudieran desarmar el motor y seguir con la revicion.Entonces decidimos ir y mi esposa y yo directamente hablar con la persona que estaba encargada de mi caso. ****** se llama la perona que nos atendio y lo mismo nos dijo que solamente querian nuestra autorisazion para desarmar el motor.Le comentamos de los gastos que ya habiamos echo ,como lo de la aseguranza, el transporte de la grua y tambien ya teniamos que dar el primer pago del mes con la finaciera y si nos iban a reenbolsar esos gastos, ya que el carro no lo tubimos ni una semana.****** nos dijo que si nos **** a reenbolsar ese dinero, pero que asta que el carro se arreglara nos iba a dar la opcion de entregar el carro o cambiarlo por otro.Despues de eso pasaron otras dos semanas y no me davan formacion,llamaba y ya no me atendian , solo me decian que me devolverian la llamada para darme mas ********* y nunca lo hacian; asi pasaron por dos meses. El 30 de Enero pedi hablar con el gerente ( ****** ) tampoco me contesto, como en dos horas me regresaron la llamada. Me dijo que se llama ******* la persona que llamo. solo para decirme que le van a cambiar el motor al carro y era todo lo que podia decirme, y que en uno o dos **** me iban a dar una informacion mas detallada.Ya pasaron otras dos semanas y no se nada ************** haciendo los pagos ********* y el seguro.

  

  Business response

  02/28/2024

  Estimado ****************,
  
  Espero que este mensaje le encuentre bien. Me complace informarle que su motor ha sido aprobado por la garanta y todos los cargos previamente acordados **** cubiertos. Lamentablemente, estamos a la espera de la llegada del motor. Tenga la seguridad de que estamos comprometidos a mejorar nuestra comunicacin y nos esforzaremos por mantenerlo ms ********* a medida que avanzamos.
  
  Gracias por su comprensin.
  
  Atentamente,

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

  Owner Loyalty Manager

  Lithia Nissan of Clovis

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

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

  Customer response

  02/29/2024

   I am rejecting this response because:
  
  Hola, no estoy satisfecho con la respuesta que me dieron, ya que a pasado mucho tiempo que no lo an podido arreglar.

  Es demasiado tiempo lo que se estn tomando para arreglarlo y lo mismo ya me haban dicho cuando fui a verlos en Noviembre que le iban a revisar el motor. Tuvieron que pasar tres meses ms ******* para decirme que le ban a cambiar el motor. No vi que hicieran un avance en esos tres meses.

  Esto a afectado mucho en  mi situacin laboral y personal, es demasiado estresante estar esperando todavia y no saber para cuando ******************************** verdad mi esposa y yo estamos muy molestos por el mal servicio que nos an dado .

  Queremos entregarles el carro y que nos devuelvan todo es dinero que hemos invertido y si se puede alguna compensacin por todo el tiempo que hemos estado pagando y no le hemos visto veneficio alguno, 

  Espero que entiendan nuestra situacin.

  Gtacias

   

• Initial Complaint

  01/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  This complaint is based on Lithia Nissan of Clovis falsely Advertising a vehicle as "Nissan Certified Pre-Owned" and as a Nissan Certified vehicle with an 167 point inspection, 7 year/100K miles ******* Warranty, and a 1 year prepaid maintenance included within the first year of ownership on the sale of a used 2019 Nissan Sentra. On 1/3/24, I was in the middle of the vehicle purchase transaction when a manager named *************************** approached me and said "part ways"because I was unhappy. He also said that the 2019 Nissan Sentra was no longer considered "Certified" Pre-Owned and it would not carry the limited warranty advertised. I asked ********************** what was wrong with the car, why the change from certification to non-certification. ********************** explained that the car had not passed the 167 point inspection with Nissan. When I asked ********************** to please elaborate on what part of the inspection the car hadn't passed, he said that all 4 tires were not changed, just two of them had changed and that the tires made it so that it was no longer considered certified. He looked through some service records as he spoke. I asked ********************** for a copy of the service records to which he answered I could "Absolutely Not" have a copy of the service records. I have a CARFAX copy given to me by Lithia Nissan, attached, which states Nissan Certified the car after a *********************** December 2023. I also have a picture of the vehicle advertised on Nissans website as Certified, additionally I have attached an email sent to me by *********************** on 1/2/24 showing the vehicle specifications and photos and shows it is "Certified Pre-Owned" by Lithia Nissan. I was denied the Pre-*********************** Warranty, I was compelled to purchase additional warranty at a cost of $2,500 to be paid in installments over 24 months. Lithia Nissan's false advertisement of the ***** NIssan Sentra and their denial of the limited warranty cost me an additional $2,500 dollars.

  

  Business response

  01/08/2024

  We spoke with this customer and explained that this was a typo on our website. We also explained that this vehicle was not certified and asked her if she wanted to proceed with the purchase or just part ways. She replied that she still wanted to move forward with the deal and we told her we would not buy a car from a place where I wasnt going to be happy. Once again, she said YES, bring the paperwork. We asked are you sure? She said YES bring the paperwork. She also demanded a copy of the service records. We informed her the CARFAX had everything that we did to the car and gave her a copy of the CARFAX. The husband showed up a few minutes later in my sales office yelling at our Manager ****. **** told him, you dont have to buy the vehicle if you are unhappy and he said okay. They would buy it. The cost of an extended warranty was also presented on a very transparent explanation along with the cost and the customer decided to move forward. Thank you.

• Initial Complaint

  11/21/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Purchased a vehicle for my daughter on September 30,2023 for over $20,000, less than 2 weeks later the engine light came on took it in for inspection and was told that we needed to take it to Lithia **** as Nissan of Clovis did not have the proper equipment to thoroughly inspect the vehicle ( 2020 **** Mustang). On October 22 the car was dropped off at Lithia ****, after having been at Nissan of Clovis for a few days, it is now November 21 and still no car!!! They keep giving us a date of completion, on every said day they do not bother to call to give an update. I have to be continuously calling to ask about the status, only to be told that it is not complete, still being worked on or that the mechanic is on vacation! This car has been in the shop for longer than we've had it, already made the first payment on a car that we can't even use! My daughter sold her previous vehicle to be able to make the down payment for this car and has been struggling to get to work, school due to this vehicle not being available. The car fax for this car were clean, told there were no issues with the vehicle, but yet 2 weeks( actually not even 2 weeks later the engine light comes on!) We were actually told in the beginning that it would need an engine replacement. How can they be selling vehicles that have obvious major issues, I'm sure they did something to make the car appear in good condition and I'm sure weren't counting on the fact that it would appear so soon where it would still fall under warranty. I believe this is now going to be an ongoing issue and if so they would have sold me a lemon to which I plan on taking legal action. This is completely unacceptable! Not only on the seller, but the servicing facility as well. Parts were received at least a week ago and it is still not fixed?!? Are warranty covered issues not considered priority? Because I have been told that due to other cars issues mine keeps getting pushed back, how is that good business?

  

  Business response

  11/24/2023

  We appreciate the customer working with us to resolve this issue. The customer's vehicle was being worked on at a different dealership. That dealership was not communicating with us and providing no updates. The customer has since picked up their vehicle. Thank you!

• Initial Complaint

  11/21/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I had purchased a **** Fusion from Nissan of Clovis, which ended up totaled in 6months, when I purchased the vehicle I had purchased bumper to bumper policy as well as gap insurance just in case, well this business has done nothing but jerk me around when it comes to refunding these policies. I have received the bumper to bumper coverage and have yet to receive the gap insurance refund it has been over 5 months since I totaled the vehicle. I was charged late fees due to them taking forever to pay the vehicle off, the emotional distress of them saying one thing and it not happening, for example I was supposed to pick up a check yesterday 11/20/23 and was told it wasnt ready would be ready today at noon, 11/21/22 and at noon when we showed up they decided to tell us that the gap insurance was already paid out which the letter we received clearly stated it was only the bumper to bumper coverage. I really wish that I had looked at their reviews on your website because it is nothing but 1 star reviews and people having problems with them. I also ended up with a **** escape from Nissian which has a tire censor light that came on a week after purchasing the vehicle, Art, whom we have been dealing with at Nissan told me today to take it in and that he would make sure I wouldnt be charged, well somehow I am still having to pay for the tire censor light as well. I am emotionally drained after dealing with this business and the liars they have working for them.

  

  Business response

  11/24/2023

  We have no record of selling a vehicle to a Katelyn ********. However, we do have record of selling a vehicle to a *********************************** who resides at the same address. That customer is satisified of the results. *********************************** has recieved and cashed the refund check. Thank you.

• Initial Complaint

  11/18/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a lifetime ************* Change from Lithia Nissan when I purchased my 2018 ************** On Saturday, October 7, 2023, I took my vehicle into Lithia of Clovis, ** for an oil change then drove home and parked my vehicle. On Monday, October 9, 2023. at approx. 7:25 AM, I was driving to work when I heard a noise that was getting louder, I proceeded to pull over and saw the front splash shield plate dragging from my ************** I immediately pulled over and called Lithia to let them know my vehicle was recently checked in for an oil change and the splash shield had come loose. Lithia Rep. asked me to bring in the vehicle. I immediately contacted AAA to send a tow truck to take my vehicle back to Lithia in Clovis CA. I spoke to ***********************, Service Advisor, I explained the bolt must have NOT been tightened securely, therefore, the splash shield loosed, but he disagreed and stated repairs would be the customer's responsibility. I then proceeded to request to speak to the Manager of Lithia's ************* he referred me to speak to ****, who attempted to explain I must have run over something on the road, which made no sense. I explained to both ***** and ********** brought in my ***** vehicle for its tri-monthly oil change, drove home, and parked the vehicle. On Monday morning driving to work the Splash Shield came loose, the Lithia Nissan service tech did NOT secure the bolt after completing the oil change which caused the splash shield to loosen on my Clarity ***** vehicle. ****, the Service Manager, stated Lithia would offer to repair the damages, but at the customer's expense and he would need to order the parts from ***** since he did not have parts in stock. He asked if I wanted a quote for the repair cost. I informed ********** was VERY DISATISFIED with Lithia Nissan's repair service overall and was not interested in having my vehicle repaired at LIthia Nissan. On October 11, 2023, I drove my car off Lithia Car lot and parked my vehicle one block from Lithia Car lot till I could get a tow truck to take my Clarity ***** to get repaired at ***** ******* of ******. Additionally, I am NO LONGER interested in the Lifetime ************* Change and am requesting a reimbursement. Also, I called Lithia several times and requested to speak to the Manager of Lithia *********************************, Lithia Nissan Manager, on 10/12/2023 at approx. 1:00 PM and on 10/14/2023 at 12:34 PM, I never received a call back from the Manager of Lithia *********************************.

  

  Business response

  11/21/2023

  Hello *******,

  
  

  I keep trying to upload our response to this complaint, but it won't process. Can you assist? Here is our response and I have attached 2 files.

  
  

  After a thorough examination, we observed damage to the Pan guard and the undercarriage of the vehicle.

  
  

  The attached photos were taken during the inspection, and they clearly indicate that the damage occurred due to an external impact or contact with an object. Upon closer inspection, it appears that the vehicle may have driven over something, causing the trailing damage to the undercarriage.

  
  

  While we understand that unforeseen incidents can happen, it's important to note that our ability to provide coverage is limited when it comes to damages resulting from driver error or external factors beyond our control. Unfortunately, in this case, the observed damage falls into that category.

  
  

  We have made every effort to assist you in addressing this issue, but regrettably, we cannot cover damages that are a result of driver error. If you have any further questions or concerns, please feel free to reach out to our customer service team, and we'll do our best to assist you.

  
  

  Thank you!

  Customer response

  12/05/2023

   I am rejecting this response because:
  
  

  Hi *******, 

  
  

  Per our conversation this morning, via telephone, I recently reviewed Lithia's response on 12/2/2023. The following is my response.

  My Response to Lithia Nissan of Clovis,

                                             

  When I dropped off my ************* vehicle on October 7, 2023, for a routine ************ change with Lithia Nissan. The service department did not inform me of any concerns or damage(s) to the undercarriage of the vehicle before conducting the oil change.  

   

  The external damage trailing to the undercarriage was due to the negligence of the service technician who did NOT properly secure the splash shield, which became loose on my way to work and dragged on the road.  Because the splash shield was dragging, it most likely made contact with eternal objects on the road which caused damage to the undercarriage of my ***** Clarity.

   

  There are NO unforeseen incidents on my part or as the driver.  In the previous complaint, I had not included reimbursement for the damage to the undercarriage of my ***** vehicle. However, I would like to include the cost of the damages to the undercarriage as well due to the negligence of the Lithia service department.     

   

  The truth of the matter is that Lithia Nissan should do the right thing honor their work, and reimburse any damages that occurred due to the service technicians negligence in properly securing the splash shield after the routine lifetime oil change.               

   

  Thank you for your attention to this matter.

   

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

  
  

  
  

*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. ↩