ComplaintsforNissan of Elk Grove

• Initial Complaint

  07/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I bought a 2023 Nissan Rouge on 6/7/24. The car had just over a 1100 miles. ** the time I was residing in *********, ** and advise the salesman whom drove to my house with the car that I was moving in 2 days and provided that address. I had attempted to call the dealership and reach out to the salesman via text and phone several times to obtain the status of my title, since I paid cash for the car. My calls went unanswered. On another call ****** at the front desk advised me that Nissan's computers were hacked and that they were busy doing everything manual, which explains why I did not receive any return calls. about 10 days ago I was able to reach the Manager of Finance who was not able to help me on the title work because the *** person was not in. He told me to call back in a couple of days. Upon calling back it was discovered that the incorrectly sent my title work to my CA (old) address on or about 6/18. Although I had put in a forwarding of address with my local post office a week before I moved (6/9 I left the state), the dmv paperwork has still not been received. I spoke to the lady at the finance department, *** and she said I needed to fill out missing *** work. I also learned from her that the paper license plate on my car, does not match what she has. She has again asked me to fill out the missing paperwork with dmv but now also missing mail compliant with the ****** neither of which I can do because I don't have the correct info nor the needed information to complete both. I am reaching the end of the period in which I have to have my car registered in my new state and this is very problematic.

  Business response

  07/26/2024

  We were able to work directly with ************ to secure the title and get it to her. 

• Initial Complaint

  07/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I went in for a regular oil change and when i came to pick my car up the dealership did a key fob recall fix.The Nissan approved fix is to put a small s**** in the folding mechanism to prevent the key from being able to fold. So it looks like they didn't actually fix the issue just did a $0.02 hack to keep the key from folding.Now we have this huge key fob with a key sticking out of it all the time. So much for putting keys in your pocket. I called and went back to see if they can remove the pin so the key fob is back how it was and they arent able to reverse it. I offered to pay for a new key fob itself and they never gave me a yes or no.

  Business response

  07/12/2024

  We understand your frustration regarding the recent key fob modification. Heres some information on why this change was necessary and what it entails:
  

  Summary: Certain 2014-2020 Rogue and 2017-2022 Rogue Sport vehicles are equipped with a jackknife key that *** not hold the key blade in the extended open position. Over time, the internal pivot of the jackknife key *** weaken, causing the key to unlock and rotate downwards.

  Risk: If the vehicle is driven with the key in the collapsed position, contact with the key fob by the driver could inadvertently turn the vehicle off while driving, increasing the risk of a crash.
  

  Remedy: The final remedy, now available, involves inserting a spacer into the key blade storage slot of the fob to keep the key blade in the extended open position, preventing it from folding down. We ask that owners bring all keys and fobs for the affected vehicle to the dealership when having the remedy performed, as the fix will deactivate any keys and fobs not registered at the time of repair.

  We followed the Nissan-approved fix to ensure your safety and comply with the recall. We acknowledge that this solution *** not be as convenient as before, but it is essential for your safety. There are no other options for a different key fob at this time. We apologize for the inconvenience and appreciate your understanding. Your safety is our top priority.

• Initial Complaint

  02/13/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am writing to file a formal complaint against Nissan of Elk Grove, located at **** Laguna Grove, Elk Grove, CA ****. I have encountered several issues with their service department regarding the repair of my Nissan Leaf, and despite numerous attempts to address the situation directly with the dealership, I have been unable to obtain a satisfactory resolution. On or around December 14th, 2023, I brought my Nissan Leaf to Nissan of Elk Grove due to recurring power loss and shutdown issues. The dealership initially diagnosed the problem and attempted repairs, but informed me that the fault codes associated with the issue had been deleted, making it difficult to identify and address the root cause of the problem. Despite my repeated attempts to communicate the ease of reproducing the problem by driving the car on the freeway, the dealership failed to address the issue for two weeks. It wasn't until December 27th, 2023, that I personally demonstrated the problem and provided the necessary fault codes for further diagnosis. Since then, I have been informed that the battery replacement necessary to resolve the issue should be covered under Nissan's warranty. However, despite assurances from the dealership that a new battery was ordered for my vehicle, I have not received any updates regarding the status of the repair. As of February 10th, ****, I have not been provided with an estimated completion date, nor have I been given any information about the order, such as an order number or tracking information. This lack of communication and transparency from Nissan of Elk Grove has caused me significant inconvenience and frustration. As a result, I am filing this complaint with the Better Business Bureau to seek assistance in resolving this matter promptly and effectively. I am requesting that Nissan of Elk Grove provide me with a clear timeline for the completion of the repair and regular updates regarding the status of the repair and the whereabouts of the ordered battery.

  Business response

  02/19/2024

  *****************, 

  We've attempted to reach you at ************. Please let us know if you have a better contact number. 

  We would like to assist you in any way possible unfortunately the battery replacement is handled by Nissan North America. 

  If you would like to take advantage of the Nissan provided rental vehicle we have offered please let ** know. 

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

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

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

• Initial Complaint

  12/12/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Maintenance lights came on dashboard and because car was turning off. Brought to Nissan Elk Grove, paid $835.52 and they did not fix anything I brought it in for. I left with the same lights on the dash board, and car still was turning off on me. I took to Nissan in Auburn afterward and they replaced the coil for $900 and the problem was fixed.

  Business response

  12/21/2022

  After a review of our work orders for repair work performed on *************************** vehicle earlier this year. We believe that not only did we repair *************************** correctly, we had an opportunity to verify a proper repair when she returned 200 miles later for a different concern to be addressed and had no mention of a continuing problem, we also performed this non related repair at no charge as a courtesy to *************************. She came in with a specific concern that stated battery light comes on while driving at times and after making the needed repairs to her electrical system, that concern was eliminated.

  
  To this point ************************* has never reached out to us and let us know that she felt we did not repair her car correctly. Had she done that we would have brought her vehicle in and performed a courtesy inspection to assess her new concern. Every repair we make comes with at least a 12 month / ****** mile warranty. Had we been given an opportunity to inspect her vehicle, we would have gladly stood behind our work as necessary.

  
  I believe she had repairs made at another Nissan facility and I am more than confident had the technician thought we had made an incomplete repair they would have brought it to *************************** attention and documented it on her work order. They may have even called us and asked us to take care of her as we have that type of relationship. But there is nothing of the sort.

  
  In closing we feel we performed in a professional manner and met every obligation set ****************** which is the repair work in question. Based on the information provided so far we find no reason to administer any form of refund at this time.

  Business response

  02/14/2023

  As a gesture of goodwill & good faith, we will be willing to offer a resolution that is satisfactory to ******************************

• Initial Complaint

  09/22/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  On April 23rd 2022, my wife and I paid cash for a ********** CRV from Nissan of Elk Grove and received a temporary vehicle registration which noted we j should allow 60 days to process the application. In August we still had not received the new license plate. I checked with AAA offices DMV services desk and was told if we get stopped by CHP for the expired temp license they could verify that we paid for the registration fee. I called the dealer and was told there was some kind of problem on the part of the wholesaler that Elk Grove Nissan purchased it from. I asked if I could have the name and number of the wholesaler and was told No. On September 1st I asked to speak to, the general Manager in Sales, ****** (I think his last name is ******) who apologized, could not explain what the issue was, but said it should be resolved in three weeks. Three weeks later I left him a phone mail message in the morning asking for an update. By 5pm he did not return my call, nor leave a text message. I left a second message stating he could have had the courtesy to take less than one minute to leave a one sentence update but did not. It has now been 120 days and we still have no pink slip, registration to put in our glove compartment.

  Business response

  09/26/2022

  We have been working with the seller of this vehicle to get the title straightened out. We are now being told they will walk the bond into DMV to expedite the transaction. We are following -up with them daily to try and get this matter resolved as quickly as possible. 

  Customer response

  09/27/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me.

  Thank you for the thoughtful and informative update of the complex task you face with the transaction.

  I do appreciate the effort!

  Mark

  
  

• Initial Complaint

  06/13/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I bought my daughter a Nissan Rogue (2015) late December 2021 at the Elk Grove site. She has driven maybe **** miles with a couple trips from college in OR to CA and some local driving over a 5 month period, very little driving considering people put 12k to 15k on a car in an year. Her car suddenly shut down while driving on MAY 27, 2022. Turned out to be a faulty fuel pump that broke. Before Nissan techs at Elk Grove figured out the issue that stopped the car they did other inspections and came back to me with information about a worn belt and a completely rusted exhaust pipe with a piece broken. AND they charged hundreds for a software update. Isn't that something the car is supposed to have!I told them I don't believe in 5 months of very little driving that this damage and wearing has occurred during our ownership. I was told the car originally came from NY so salt damage probably rusted the bottom. I should not be paying thousands in parts and labor ($1400 so far and they haven't even fixed the fuel line/pump that will be another $****) to have items fixed that were INSPECTED AND RUSTED when Elk Grove sold this car just 5 months ago! And we are in CA. You were aware it was rusted and sold it anyway. It is clearly is a scam. That exhaust and under body is rusted when Elk Grove received this car, the belt was worn, they new it was coming from the East Coast. I believe they look at it like, it's drivable, we will sell it and make money in a few months when this needs to be replaced! I am a single mom putting a child through college and trusting this car is safe for my 18 year old to drive across states. It terrified her and seriously angers me. I would like a refund for at least the $1400 that is for this exhaust, belt, labor, etc. This is ridiculous and Nissan Elk Grove will not get our business again if this is their standard customer service.

  Business response

  06/14/2022

  ******, We have received your message. I am having trouble locating your file. Would you please provide me the name of the person on the loan or the vehicles VIN number. This can be found in the driver door frame, lower driver corner of the windshield, or on the vehicle registration.

  Customer response

  06/14/2022

  I am rejecting this response because:

   

  This is not a response, it is reaching out to find our car/info in their system. 

  They called me and I gave them the info.

  There has not been a response yet. Nissan is working on it. 

  
  

  Business response

  06/21/2022

  We have agreed to complete the service for the drive belt and the exhaust tube at no charge.
  
  We still have a Warranty claim open, they will cover the fuel pump but potentially not the fuel line since it was pinched. 
  
  Still waiting on the special order part to arrive.

  Customer response

  06/27/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me.
  
  

• Initial Complaint

  12/28/2021

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Date of transaction- December 27,2021 Total amount $670.79 Nissan of Elk Grove committed to fix my Spiral Cable estimated cost of $641.96 3hours labor and parts. My dispute is the labor time to labor cost. I dropped off my truck to Nissan at 11:53am and was told it would 3 hours shop time to fix. I got a call at 2:17pm that my truck was finished and ready to pick up. Being that it only took 2 hours to fix the Spiral Cable and it was an estimate I was charged the same amount for a 3 hour job. The estimate on the paper just was quoted $641.96 without any description of parts and labor. Since the estimate paper was very vague I asked the salesmen " What is the $641.96 price" The salesmen told me parts and 3 hours labor. I have the customer copy estimate that I can provide. I was upset that the cost was the same as a 3 hour job vs a 1.5 our job as stated on the final invoice. I looked at the final invoice and it says the shop labor is$190 hr. If that is true the estimate would have been $840 total parts and 3 hours labor. But the estimate there isn't labor costs. The sales manager ********************* didn't want to understand my reasoning.**** also said that ********** doesn't require labor cost on their estimates. He was being a being rude but in a nice way. **** was sarcastic. I was trying to explain why I'm frustrated and he just made it seem like I wasn't explaining it right. I was explaining to him how I shouldn't be charged 3 hour shop time and he didn't want to understand. At this point I told him I wasn't getting anywhere with him so Im going to the BBB. I got up and he also stood up and he put his hand on my shoulder to lead me to the cashier. I immediately turned to him and "Told him to get his hand off of me ." **** let go. When I was paying he was being sarcastic towards me. specifically

  Business response

  01/11/2022

  Good Afternoon

  My name is *****************************, and I am the COO/Managing Partner for Sacramento Motor Cars LLC/DBA Nissan of Elk Grove.  I met with this client prior to him meeting with our Service Director *********************.  During our conversation the client acknowledged that he authorized/approved both the diagnosis, as well as, the recommended repair.  The client's only concern was the amount of time it took to complete the needed repair, and how it related to the total cost (based on hours).  I attempted to explain to the client that it is not our policy or practice to quote a needed repair based on time but there are times that an advisor may stray from our process.  After our discussion I realized that the client's concerns were based on the fact that he was advised that as a "waiter" that the needed repairs could take upwards of (3) hours.  The fact that the job was completed sooner lead him to believe that there was money owed to him.  Both me and my Service Director made every attempt to find out how we could resolve the situation in order to make the client feel better about his experience.  At no time did the client offer a proposal or remedy to the situation.  Finally, at no time did our Service Director place his hands on the clients shoulder.  While adjusting his "mask" (COVID19 protection) ****** elbows inadvertently came in contact with the client.

  As a form of "goodwill" Nissan of Elk Grove would be willing to the offer the client a $90.00 reimbursement in order to address some of his concerns.  This offer is based solely on goodwill and is not due to the client based on any wrong doing.

  Side note...our Service Manager *********************** made contact with our BBB Field Representative to review the client's concerns, as well as, the repair orders and invoice associated with the completed repairs.  It was determined that both the repair order and invoice were properly written and documented.

  Thanks,

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

  Customer response

  01/13/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me.

  I read what ***************************** wrote. Most of what he is saying is not true. 

  I clearly explain myself to Mr. ****************************** He is the one that made it seem that he did not understand. He show me the final paperwork. I told him that was not the same paperwork I received. I received paperwork form the waiter for an estimated cost of repair.  When I saw he wasn't understanding I asked to speak to someone above him.

  "Both me and my Service Director made every attempt to find out how we could resolve the situation in order to make the client feel better" That is a lie. I talked to ***************************** for a couple of minutes. He told me he didn't know what was going on.

  "Finally, at no time did our Service Director place his hands on the clients shoulder" That is a lie also. He put his hand on my shoulder. I told ********************* not to touch me. ***************************** wasn't in ********************* office when I was explaining my situation .********************* was very sarcastic and rude to me 
  

  The waiter made it seem it was a hourly job. The waiter told me it was a 3 hour installation plus part. They should have called the waiter who checked me in and talk to me in front of him. They made it seem I was lying and they didn't care. **** just wanted me to pay and leave. ********************* just wanted me out of nissan.
  

  I will accept the 90 dollars refund. But I will never do business with nissan of elk grove.
  

  
  
  

• Initial Complaint

  11/10/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  December 2015 I purchased a automobile from nissan of ELK GROVE. IT WAS a used 2014 Nissan sentra so I also purchased a extended warranty for $1850.00 and the terms were for 7years equal to 84 months and/or ****** miles whichever comes first.recently I needed my car serviced at nissan and the service agent tells me from his computer he sees that my extented warranty will expire soon this December 2021?? I immediately correct him and say no the car is paid for this December 2021 but my warranty doesn't expire until 2022 December. HE shows me the screen i see the error i speak with a nissan manager named ************************* via phone and emails. He only tells me he's working on the problem and for me to be patient.I tell him that i also called their warranty people who state that nissan of elk grove put me in the computer wrong that i have a 84 mos.warranty not a 60 mos. Warranty then states nisssan has to fix the problem on their end first.this has been going on sense September 24 2021 , I personally recontacted ************************* and he still puts me off as he's working on it then i hear nothing it is now November 2021 this is the step before seeking legal counsel to resolve this problem. They are robbing me of 2 years left of my warranty and i have the original PAPERWORK to prove it. Please help i would greatly appreciate it thank you.

  Business response

  11/10/2021

  Thank you for taking the time to speak with our Managing Partner ***********************. We are honoring the warranty and will be providing written documentation by Thursday November 11th, 2021. 

*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. ↩