Complaints

This profile includes complaints for Mossy Nissan Escondido's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Mossy Nissan Escondido

  1546 Auto Park Way Escondido, CA 92029-2059

  
• 

  Mossy Nissan Escondido

  4625 Brinnell St San Diego, CA 92111-2301

  

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:03/17/2025

  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.

  Purchased auto 01/07/24. Received ph. Call same evening from Nissan rep. ********* GAP ins. After assurances that unused funds payed would be refunded I agreed purchase. On 02/18/25 I sent full amount noted in contract. On 03/15/25 received mail denying my refund owed due to cancelled GAP. Mossy claims these funds were used as part of my contract payoff. As I agreed to purchase *** ins. After contract to purchase automobile was signed without mention of same , this is an attempt to interject an addendum into the original purchase agreement. As I am now a seventy three aged man I dont want to waste time on arbitration and am considering legal remedy which will be more costly to Mossy.

  

  Business Response

  Date: 03/22/2025

  Dear ****** ******,

  
  Thank you for reaching out with your concerns. I want to assure you that the issue regarding the gap coverage was not due to any action taken by our dealership. The funds in question are actually managed by Nissan **************************** (****), not our dealership.

  
  I completely understand your frustration, and Id like to help clarify the situation further. Please feel free to contact me directly at ************, and Ill be happy to provide more details and assist you with resolving this matter.

  
  Your satisfaction is important to us, and we appreciate your understanding.

  
  Best regards,

  
  ****** *******
  General Manager
  Mossy Nissan Escondido

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

   

  
  

  Customer Answer

  Date: 03/23/2025

  your invitation to have a private conversation concerning GAP ins. is questionable. I have chosen BBB forum to express my displeasure with Nissan Motors because after numerous attempts to communicate with them, have been directed to contact local dealership. I have payed full amount on contract and have not received any unused premiums and there was no reduction of payoff amount. In the *** addendum its stated enrollment available at time the finance contract executed. This addendum was presented on evening of01/07/25 after contract was executed. Timely response please. Thanks 

  

  Business Response

  Date: 03/29/2025

  
  ******,

  Thank you for again reaching out to the BBB to express your concerns regarding the ************* and the issues you've encountered with NMAC. We genuinely apologize for the frustration youve experienced.
  We understand that you have already made multiple attempts to resolve the issue, and we would like to assure you that the quickest and most effective way to address your concerns is through a direct, in-person conversation. This allows us to address the situation comprehensively and resolve any discrepancies more promptly than through back-and-forth communication.

  
  Regarding the discrepancy between your understanding and NMACs, we would also like to emphasize that we take these matters seriously and are committed to ensuring you have all the necessary information. The gap in communication around the ************* addendum has been noted, and we are open to discussing this further to clear up any confusion.

  
  We invite you to visit your us or contact us directly to set up a private meeting where we can walk through everything and work towards a resolution. Our goal is to ensure your satisfaction and a timely conclusion to this matter.

  
  Once again, we appreciate your feedback and will do everything possible to make this right. Please dont hesitate to reach out directly to us for further assistance.
  

  Best regards,

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

  General Manager

  Mossy Nissan Escondido
  
  

  
  

  Customer Answer

  Date: 04/02/2025

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  ****** ******
  
   
  

• Initial Complaint

  Date:11/13/2024

  Type:Product 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.

  Unprofessional Treatment and Violation of Return Policy by Mossy Nissan Escondido I have included the details of the incedent in an attachment as this is limited to 2000 caracters only.Thank you,***** ******

  

  Business Response

  Date: 11/13/2024

  To Whom It May Concern,
  My name is ****** *******, and I am the General Manager of Mossy Nissan Escondido. I am responding to Mr. ******* complaint regarding his recent experience with our dealership. I appreciate the opportunity to address his concerns directly.
  Mr. ****** utilized our 2-day return policy on November 12, 2024, the day after his vehicle purchase, which we fully acknowledge and support. However, there were specific circumstances on that day that impacted the timeline of his return. His vehicle was undergoing a routine inspection by our reconditioning technician, and his car key was accidentally locked in the technicians toolbox. For safety reasons, we could not release the vehicle until we confirmed the inspection was completed and the vehicle was in safe condition for operation. This precaution is necessary to ensure every vehicle leaving our dealership meets our safety standards.
  Additionally, we regret any miscommunication surrounding the payment options for the restocking fee and apologize for any inconvenience caused by this misunderstanding. Mossy Nissan accepts multiple payment methods, and we strive to ensure that our policies are clearly communicated.
  In response to Mr. ******* request for compensation, please understand that the measures taken were solely in the interest of his safety and to ensure compliance with our internal quality control standards. Therefore, we believe compensation is unwarranted.
  Thank you for allowing us to clarify the steps taken. We are committed to improving our communication and service for all customers and appreciate Mr. ******* feedback, which will help us enhance our processes in the future.
  Sincerely,
  ****** *******
  General Manager
  Mossy Nissan Escondido
  

  Customer Answer

  Date: 11/13/2024

  To Whom It May Concern,
  
  Thank you, Mr. ******** for your response regarding my recent complaint. I appreciate your acknowledgment of my experience at Mossy Nissan Escondido, yet some key aspects remain unresolved.
  1.Delays and Communication:
  While I understand the importance of inspections, the delay, combined with inadequate communication about the process, led to significant inconvenience. Clear information about the locked key and inspection requirements early on would have allowed me to plan accordingly, preventing disruptions that impacted my work schedule and caused additional expenses.
  ********* Office Conduct:
  Your response does not address the unprofessional behavior displayed by Finance Manager **** ********. His raised voice and dismissive attitude in front of other customers was both humiliating and unprofessional. Respectful treatment, especially in exercising a policy offered by the dealership, should be the standard.
  3.Restocking Fee Payment:
  I was told cash was the only acceptable method, which caused further delays while I located an ATM. Clear and consistent information on payment options would have helped prevent this issue.
  4.Request for Compensation:
  The handling of my return process directly resulted in lost time, missed work, and **** expenses. While I understand that Mossy Nissan prioritizes safety, compensation remains a fair request given the impact on my time and finances.
  
  
  As a customer, I expected a straightforward, respectful experience aligned with the 2-day return policy I purchased. I kindly request a more complete response to these points and a reconsideration of my request for reasonable compensation.
  
  
  Thank you for your attention to this matter. I hope for an amicable resolution.
  
  
  Sincerely,
  ***** ******
  

  

  Business Response

  Date: 11/19/2024

  Dear *****,
  Thank you for taking the time to share your concerns and for giving us the opportunity to address them again. I would like to sincerely apologize for the inconvenience and frustration you experienced during your visit to Mossy Nissan Escondido. Please allow me to address each of the points you raised:
  Delays and Communication:
  I regret the lack of clear and timely communication regarding the locked key and inspection requirements. We understand how important it is to provide our customers with detailed information upfront, especially when it impacts your schedule. Moving forward, we will be implementing measures to ensure our customers are fully informed of any procedural requirements to prevent similar situations.
  Finance Office Conduct:
  I am deeply sorry for the unprofessional behavior you feel you encountered with our Finance Manager. This does not reflect the high standard of respect and professionalism we strive to maintain. We will be addressing this incident with the appropriate individuals to ensure such behavior is not repeated. Please know that every customer deserves to be treated with courtesy and dignity, as do my employees.
  Restocking Fee Payment:
  I understand the inconvenience caused by the lack of clarity surrounding payment methods for the restocking fee. Our team should have clearly communicated all available options to you. We are currently reviewing our processes to ensure that our customers receive accurate and consistent information regarding payments in the future.
  Request for Compensation:
  We understand that the handling of your return process resulted in unexpected expenses and disruptions to your schedule. However surely you understand that our customers safety comes first.

  Please let me know when you are available to discuss how you would like us to return you registration and second key. We have made numerous attempts and would like to get them to you as soon as possible.

  
  Sincerely,
  ****** Tabarez 
  Mossy Nissan Escondido

  Customer Answer

  Date: 11/22/2024

  Dear Ms. *********************** you for forwarding Mossy Nissan Escondidos response to my complaint. While I appreciate their acknowledgment of the issues, their response does not fully address the inconvenience and stress caused by this situation.
  
  1. Delays and Communication:
  The dealerships explanation of my car key being locked fails to justify the lack of proactive solutions during the return process. The multiple excuses provided resulted in unnecessary stress and significant disruption to my schedule.
  
  
  2. Finance Office Conduct:
  Although the dealership apologized for the Finance Managers behavior, there is no mention of specific corrective measures to prevent similar conduct in the future. A generic apology does not fully resolve the emotional distress caused by this unprofessional treatment.
  
  
  3. Restocking Fee Payment:
  The dealership admitted to confusion surrounding payment methods for the restocking fee. This resulted in unnecessary trips and inconvenience when other payment methods should have been readily available.
  
  
  4. Request for Compensation:
  While I understand the dealerships focus on safety, it does not address the financial and personal losses I experienced, including missed work and transportation expenses. Compensation is warranted to account for these disruptions.
  
  
  5. Registration and Car Key:
  I acknowledge that the Sales Manager, **** *****, has now shipped my registration and car key via ***** and provided a tracking number. I appreciate this resolution and consider this part of the matter closed.
  
  While some steps have been taken, I do not find the dealerships overall response sufficient to resolve all issues. I respectfully request that the BBB continues mediating this matter until a fair resolution is achieved.
  
  Thank you for your assistance.
  
  
  Sincerely,
  ***** ******
  
  

• Initial Complaint

  Date:12/19/2023

  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 to see if I could afford to purchase a vehicle since we were having issues with our car. I wanted to save money to be able to compensate the payment of the car so i asked them to please inform me about electric vehicles specially SUV since we are a family of 4. I did let them know i had no knowledge about EVs since it was a last moment situation and dint have time to research information online plus or know where to find it. They told me a lot of things that would make us save a lot of money of we purchased of the vehicle. The sales person we walked was new and most of our questions where not answered correctly. when i was home few days later they contacted me tried to rush us to take the deal specially after i told them we were going to go to other dealers to get more options . they even offered to come home to do the paper work. we ended up going because we dint want to rush and had more questions about the car. they where about to close we asked a few questions and they made us do the paperwork and ******* first and later do more questions. i did the signing and after that they rushed us out to the cold with our kids, the sales man said they would help us out the next day . it was thanks giving so they dint open. on the thanks giving day i was able to look at more information about the car online and saw one of the biggest lies they told us that would affect us the most. they mentioned the vehicle had 300 miles per charge and it was actually only 216. along with a bunch of other details. i went back the next day after thanks giving in the morning since they dint reply to my messages and asked i could change the vehicle or if there was something that can be done, they said they were sorry that they gave me the wrong information about the car but there was nothing that could be done. i asked if there was any solution at all at least for the inconvenience of the mistake they made and they said no. they said cant do anything because they will be loosing money.

  

  Business Response

  Date: 12/24/2023

  After looking into this matter, I have discovered that the customer visited the dealership at least a week before making a purchase. Since then, he has had numerous conversations with both, the salesperson and the sales manager that helped him with his purchase. I know for a fact the customer was given detailed information regarding each trim level and its range on a single charge. The customer was sold what he felt fit his budget and perhaps he now feels differently and wishes he had purchased something different. It took time to get the customer approved and again we were really doing everything to accommodate his budget. 

  The customer bought his car on the Wednesday before Thanksgiving and yes, we do close on thanksgiving. I apologize if that was an inconvenience.

  Lastly, i don't believe he was told that the only viable option would cost us money, rather it would not make financial sense for him to exercise that option.

   

  Thank you.

   

  Customer Answer

  Date: 12/24/2023

  The business id having trouble understanding the main point their mistakes witch they have asepted in the past while talking over the phone. Yes i was there a week before and i was informed about the Ariya evolve plus. Not the car i have purchased. The week of the purchase they showed me the engage model. That is when the sales men gave me the wrong information and the problem was not that they closed during tanksgiving, it was that due to they wanting to finish fast they rushed me to do the signing and said questions could be asked later. The next day after Thanksgiving when they opened they dint show much interest in helping untill i had to go to them in person  at 11am.  And if you think this is just because i wish i had just purchased something different then explain why did they had to fire the employee as they are aware they had giving me false information.  They had accepted their mistake over the phone and now here they are saying as if they had no fault on this current issue. After weeks of dealing with this they said if i had said something with in the 2 days of purchase they could have done something.  And i have been trying to deal with this since day 1.  

  

  Business Response

  Date: 12/30/2023

  I am not sure where your information came from. However, I can tell you that the salesperson who helped you with your purchase has moved back to the ******** and that is the reason why he does not work for us any longer. Again, I apologize for any confusion or misunderstanding at time of sale. At this time, we would be glad to help you explore the possibility of trading in your current Ariya for the one you hoped you had purchased. But as we've mention in the past it will not be the most equitable decision for you. Thak you.

  Customer Answer

  Date: 01/03/2024

  I talked to *************************** and you guys are now acting if you did nothing rong as you know and re clearly aware that information given to me was the wrong one. You guys even apologized over the phone and asure it wont happen again but even realizing your mistake that you guys cant do anithing about it. Now here you guys are acting like we never went through the past conversation as if you guys dint do anithing to not make you guys look bad here. The only reason that i wanted to trade my car was because i was lied and given the wrong information and wanted nothing to do with you guys witch took me to the conclusion of ***** up wanting a refund. Specifically because you guys dont offer me a solution. I habe understanding that a sales men should  educate the clien with correct information about the vehicle and obviously the 8nformation was incorrect. What soulution do u have for me due to the mistake youvguys made ?? I dont want to loose money , i made my dessition trusting the information your sales men gave me. Yet you guys dont want to take responsibility of your mistakes. And now you are just acting  as if you guys dint do nothing wrong. 

• Initial Complaint

  Date:03/10/2023

  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 bought a a new 2022 Rogue Sv with **** miles on it, last October 2022 with Falken tires on, which typically these tires could have a life of 55k miles or more.And currently ithe car has ***** miles on it.I started to have issues with the tires in January of 2023 sliding and slipping all over the road. Thats less than 6 months of owning the vehicle and way less than 55k miles on the tires.Three times I almost had an accident because the car was either hydroplaning or simply just sliding when I was starting the car at a stoplight.Upon examining the vehicles tires today 3/10/2023 I was told the tire thread was almost gone it is at 5/32 which is a very low thread and is in need of replacement sooner than what you would think a supposedly new car would need. Upon contacting Mossy Escondido. ****** my sales person, let me know to contact ******************* the store sales manager to let him know about this problem. I wasnt able to talk to *******************, I did leave him a message telling him the urgency of my problem. Then I was told by ****** the sales person that I should be fine with the current tires. Even though I have explained that, not only should I not have to replace a cars tires which have only ***** miles but offered to come to a middle ground and I explained that it is dangerous for me to drive the vehicle with the current tires it has.****** responded by saying he had no say and basically couldnt help me, since I have already purchased the vehicle.I would like the vehicle to get the tires that I expected it to have on a vehicle that is not even older than a year. The tires it currently has should have lasted at least through 30k or 40k miles at least.Im requesting new tires on this vehicle. Or at least half the cost to replace them.

  

  Business Response

  Date: 04/06/2023

  After meeting with the client at the service department and doing a thorough examination of the tires we decided to help with purchasing 4 new tires with her assistance.  There was no sign of abnormal wear and tear or alignment issues.  *********** manager reached out to our Nissan Regional fixed operations managers and received some goodwill credit towards the purchase of the tires.  Customer is happy to be receiving four new tires.

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

  Executive Manager

  Mossy Nissan/Infiniti of Escondido

• Initial Complaint

  Date:09/10/2022

  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.

  On 7/8/2022 I took my vehicle in because they were going to replace air mix door actuator as AC was blowing out hot air on drivers side. I also informed advisor of rear breaks making loud squeaking noise. During the inspection tech found rear break pads metal to metal. He also noticed my vehicle had non EOM parts, rear break pads shims missing. Immediately after leaving my car continued making squeaking noise but it was louder than usual. I called the advisor he stated it was probably due to the humidity therefore I waited a couple days but noise continued to get louder. I called again he said at that point I would need to replace NON EOM PARTS shim kit with original thats all he can think that would fix the squeaking. I honestly didnt feel comfortable going back to Escondido. I didnt feel as if they wanted to genuinely help but more so just wanted me to continue spending more money. Total cost for breaks $537.47. Not including other labor done on visits 7/2/22 and 7/8/22. $873.77. I took my vehicle to Oceanside Nissan Infiniti they inspected my vehicles rear breaks which showed rear breaks pads cracked and additionally I asked them to replace the non EOM shim kit hardware. I feel very dissatisfied with the service Escondido provided as Oceanside had to correct and replace everything all over.

  

  Business Response

  Date: 12/16/2022

  ******,
  
  Thank you for bringing this to our attention. We strive to assist and serve every client with excellance.
  
  ***** did bring her car in to us and we did recommend replacing the rear brakes and replace the non OEM hardware as she stated above. She declined replacing the hardware we recommended and only the pads. She and **** had extensive texts explaining this and what costs it would be to replace those non-OEM parts. She did, subsequently have our sister store in Oceanside follow our recommendation and replace those non OEM parts and that appears to have corrected the problem. They only needed to replace the hardware, not the entire brake pads. Her repair order from them will show that only the hardware kit (non-OEM) was replaced. We are happy to review any of the repair orders to insure she understands that there was no additional work needed other that what we recommended. We are happy that she had the work completed at our sister store and hope she has years of great service with her Infiniti. We are available to answer any additional questions and review any work done at either of our stores.
  
  Best,
  *****