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:07/27/2024

  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.

  My brother and I were shopping for a used car and came across a used 2012 Jeep Liberty with only ******* miles on it. The previous owner, we were told, drove the vehicle less than ***** miles a year. Perfect. Like any person shopping for a used car, we asked for the Carfax report, which Folsom Nissan provided. Folsom Nissan stated that the Jeep had NO previous mechanical issues and the car had gone through an additional inspection before hitting the lot. With these aspects in mind, we purchased the car in cash. In cash is an important detail here because, despite this, we were subjected to the same credit check as if we were financing. This was performed without our permission or consent and was completely unnecessary as again, we were paying cash. In my eyes, this is a discriminatory and unnecessary measure for cash purchases. My brother has driven the car for less than 6 months and now, he is once again WITHOUT A VEHICLE thanks to Folsom Nissan. The head gaskets had previously been replaced, something that Folsom Nissan FAILED to mention upon purchase. The Jeep is currently still in the shop following issues with overheating. Again, we were sold a used car with low mileage and a clean Carfax. How interesting that that same vehicle should break down not 6 months into ownership. We have tried on numerous occasions to reach out to Folsom Nissan to remedy this issue. Folsom Nissan refuses to accept responsibility for selling, in my opinion, a lemon. Folsom Nissan will not return our calls nor will they call back as they promised.

  Business Response

  Date: 07/31/2024

  Hi ********! 

  We are sorry to hear about your vehicle and do understand the frustration. I was looking through our records and don't show a record of you ever having brought the vehicle back to us to look at? Was it under a different name? And while we do our best to inspect and fix all safety items on vehicles, we know it can be frustrating for a vehicle to have problems so soon after. But as vehicles are just machines with lots of moving parts, engine trouble or anything of that nature is not uncommon, which is why we do offer additional extended service contracts to help protect your vehicle. We also sold the vehicle AS-IS. Also, we explained to you that we would have to run credit because you were giving us a personal check, it is common practice on personal checks of that amount to run credit to make sure there were no history of writing bad checks. If you have not found out the issue of the vehicle, we are more than happy to take a look at it and diagnosis for you, if you were to get the vehicle here. We can check for codes, but if it involves anything further than that, we can see if we can do the work here or if Jeep would have to take over, but that would be at your expense. Please let us know how you would like to move forward! Thank you! 

   

  Customer Answer

  Date: 07/31/2024

  I am rejecting this response because: your response is quite different than the response on your **************  So pardon my confusion while you talk out of both sides of your ***. 
  Dear [Customer],
  
  We are deeply sorry to hear about your recent experience with our dealership. We take all customer feedback seriously and aim to address your concerns promptly and thoroughly.
  
  Firstly, we regret any inconvenience caused by the credit check process. We acknowledge that performing a credit check for a cash purchase without explicit consent was a mistake, and we will review our procedures to ensure this does not happen again.
  
  Regarding the issues with the 2012 Jeep Liberty, we are genuinely sorry to hear about the problems your brother has encountered. We strive to provide accurate information and thoroughly inspect every vehicle before it is sold. Clearly, in this case, we did not meet those standards. We apologize for any oversight regarding the vehicle's mechanical history and condition.
  
  Our goal is to ensure our customers are satisfied with their purchases, and we are committed to resolving this situation. Please reach out to our customer service manager directly at ************ or ************************************************* so we can discuss a solution and make things right. We value your feedback and appreciate the opportunity to address your concerns.
  
  Sincerely,
  
  The Folsom Nissan Team
  

  Business Response

  Date: 08/13/2024

  Hi ********! We are very sorry for the confusion. The person that responded to you on ******** was our Owner Loyalty Admin with no direct knowledge of your actual deal. They usually just answer basic concerns but invite you to call to discuss the issue so that they can discuss it with an actual manager. As General Sales Manager for the store, I responded through your first BBB complaint as well as this response after looking into the specifics of your deal. As stated before, there is no record of you bringing the vehicle in to us to take a look at the issue, and again, we have a signed credit application from you stating it was ok to run your credit. Which is standard practice for someone writing a personal check for that amount. We are more than happy to take a look at your vehicle if you would like to bring it in. There is nothing we can do for you if the vehicle is at a different location. If you want, you can get the vehicle here and we can see what we can do to help with the initial diagnostic and see what we can do with what we find. Seeing as how there was no extended service contract purchase, and the high mileage of the vehicle, we are under no obligation to fix it at all. But with that being said, I am willing to work with you on some of the cost to help you out. If that is something you would like to do, please reach out to me at ************ and ask for ***********. Thank you! 

• Initial Complaint

  Date:07/17/2024

  Type:Sales and Advertising 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.

  I have a 2009 Sentra. Car as towed to Nissan September 14th. 2023. I stated the acceleration stopped. Car did not die but had no more movement. I had to rent a car for 3 days because of Nissans inability to diagnose and repair. They said that the car was fine the check engine light was reset. I paid hundreds of dollars, for nothing. On June 2024 my car was doing it again. Had car towed again to Nissan Folsom for diagnostic and repair. Another 3 days of rent a car. Once again hundreds of dollars and No fix! On July 9th 2024 while driving on the ****************** it happened again. We almost were hit, I had my daughter and granddaughter with me. Phoned Folsom Nissan they said bring my car back again, a rent a car because it will take 2 days minimum to ?service writers ****** and ***** are really good at taking monies for nothing. Went to Brake Masters, he plugged in the sensor thing, wrote the code. We went back to the computer, he put the code in and *******. My acceleration pedal needs a new sensor. Its a ****** in parts and labor to install.

  Business Response

  Date: 07/18/2024

  Dear *******************,
  
  We appreciate you bringing your concerns to our attention and apologize for any inconvenience you have experienced. We strive to provide the highest quality service and value your feedback as an opportunity to improve.
  
  Regarding your visit on September 14, 2023, we conducted two diagnostics: one for the issue you described with starting your vehicle, and another for the airbag light. Unfortunately, we discovered that the parts needed to address the airbag light were discontinued, and we were unable to complete those repairs. For the starting issue, we performed an idle air volume learn, which resulted in the vehicle running as designed at that time. We recommended a re-inspection if the problem persisted. You were charged $185 for each diagnostic, and any additional charges were for general maintenance services unrelated to the specific issues you raised.
  
  On June 24, 2024, you reported that the check engine light was on and the vehicle would only move in reverse. Our inspection addressed all diagnostic trouble codes, and we performed a battery terminal cleaning. After road tests, the codes did not return, and the vehicle was operating as intended. Again, the diagnostic fee was $185, and any other charges were for general maintenance services unrelated to the issues you raised.
  
  We understand your frustration, especially given the repeated problems with your vehicle. We sincerely regret the inconvenience this has caused you and your family. Your feedback about the acceleration pedal sensor being identified and replaced by another service provider is important to us, and we will review our diagnostic processes to ensure we provide the most accurate and effective service possible.
  
  If you have any further questions or concerns, please do not hesitate to contact us. We are committed to resolving this matter to your satisfaction.
  
  Sincerely,
  
  *************************
  Owner Loyalty Manager
  *********************
  **********************
  Folsom, CA 95630

• Initial Complaint

  Date:07/03/2024

  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.

  On 6/24/24 I recieved a text message from ***** of Future Nissan in Folsom to set up an appointment for a recall on my vehicle. I asked 3 questions as stipulations for scheduling this appointment.- is the recalled part ready, instock and available? As this location began calling me 2 years ago when the headquarters for Nissan had issued postal notices stating a replacement part has not been manufactured yet and I did not need a temp fix.- can my check airbag light problem be resolved at the same time for no charge as I have previously taken my vehicle to this location when It was under warranty and this location only cleared the code they did not diagnose and repair while it was under warranty and each time the light came back on. (Obviously because it wasn't repaired)- I have a child in special education and need to be at my home by 12pm to meet her bus. Can the work be completed within this time frame. I was told yes to these 3 questions so I continued to schedule an appointment. It was set for today 7/3/2024 at 8:15 am I arrive at 7:50 to check in and a woman greets me. She says they cannot do the airbag work unless the vehicle is actively under warranty, nor could they guarantee that I'd be able to leave on time to get my daughter. I told her this is my only vehicle that can accommodate my entire family, I cannot be without it and it is very difficult to get out to the service location. I told her I was assured these things could be met. She asked who told me that, and I brought up my messages and confirmed *****'s name with her. She went inside and brought out an *****. This ***** denies being the one who spoke with me and said it must be a contractor who works on scheduling who said those things. I could leave my vehicle with them and they would diagnose and repair at charge. They also said they wouldn't be able to accommodate my time line, he said enterprise could give me rental on my own dime.I left without work being completed.

  Business Response

  Date: 07/05/2024

  To Whom It May ****************** advisor that helped ******************** was unable to address the recall with the customer. The customer was contacted by Busy Cars, a third-party call center that handles only recalls. They created ******************** an appointment for the recall, and we were not notified of any other concerns. When ******************* arrived, she only spoke of having the airbag light concern addressed and resolved free of charge. This requires diagnoses of the issue, as it was previously resolved. This issue has been investigated previously on two separate occasions and all necessary repairs have been completed. The first diagnosis was performed on 6/19/19 under RO#******. The second diagnosis and repair were completed in March of 2020 under RO#******. When we tried to communicate that we would need to extend the time we had the vehicle to verify her concerns as well as address the original appointment for the recall, she became irate that we did not honor the conversation she had with Busy Cars automated system.Coincidentally, our service managers name is also *****, and he had no knowledge of the conversation between ******************** and the call center. After berating our advisor, she drove recklessly out of our service drive as she left.
  We tried to give ******************** options regarding rescheduling to a different day or time that would suit her busy schedule more easily. She would not work with us and was rude from the beginning of the interaction. We hope this sheds light on the issue.
  Thank You!
  
  *************************
  
  Owner Loyalty Manager
  *********************
  **********************
  Folsom, CA *****

  Customer Answer

  Date: 07/08/2024

  I am rejecting this response because:
  
  For a moment I want you to step into your customers shoes, who had a conversation with the understanding that a caller who Identified themselves as Future Nissan of Folsom, called to let me know that there was an open recall. And they want to get you scheduled to come in. The recalled part wasn't my highest priority but it's on the to do list. the real problem is this persistent Airbag light that keeps returning despite bringing it for service only to be told they cleared it and "it didn't come back right away" but I go home and drive it for 1-2 weeks and it returns. So you ask this representative who has identified themselves as Future Nissan of Folsom if they could take care of the airbag repairs too, and finish the job they started and stopped midway through twice. They say, its possible, and would like to get me scheduled on July 3rd. My child is in School, so I start asking about how long I should expect this to take, because this is the only vehicle that can hold my entire family. As your customer is currently a solo parent of 4 children as her husband is out fighting fires with the national guard. I was assured I would be home on time to get to my special needs child off the school bus.  So I agree to make the appointment. 
  
  Come July 3rd. I drive the 45 minutes it takes, even get there a little early. The service provider comes to "check me in" I let her know about my appointment, and double check on all the things I had agreed to.
  
  Recall

  Airbag

  Time Constraints

  And was told only the recall could be addressed within that time frame. In that moment any reasonable person would be upset. I wouldn't have wasted my time driving out there if I had known upon arrival that those conditions could not be met. It's a complete disregard for your customer's time and energy. It is difficult for me to get to Folsom; it only happens once or twice a year. It's not in a convenient location so it takes a lot of planning to make an appointment happen. Which is why it was such an inconvenience when the airbag light came on for a 3rd time after the work had allegedly been completed.
  

  The Check airbag light returned each time within 2 weeks, so the work was not fully completed. I told customer service when I dropped off the vehicle the first time that the passenger side panel (between the door and windshield) had popped open while I was driving, the airbag did not deploy, I pressed the panel back into place as it felt unsafe to drive with it hanging down obstructing view. That panel had a rattle after that that is still present to this day, years later. It was not fully taken care of, and the concern was not completely addressed.  
  
  
  If the contractor representing Future Nissan of Folsom had been honest, all problems could have been avoided. But again, Future Nissan decided to hire Busy Cars to do business on behalf of Future Nissan, so Future Nissan must assume responsibility for their actions.
  

  
  

  Business Response

  Date: 07/19/2024

   

              Hello, 

       The agent from busy car strictly schedules appointments for recalls. As shown in the text that was provided from the customer the agent specifically says "we can add fixing the air bag light upon approval by our service team". When the arrived we expressed we would need more time to perform a diagnosis and that the recall would take about 2 hours. Customer has since stated they will choose not to do any further business with Future Nissan of Folsom.

  Customer Answer

  Date: 07/22/2024

  I am rejecting this response because:

   

  They continue to not take responsibility for the contractor they hired to represent them. The entire exchange was misrepresented as I said I wasn't interested in scheduling the appointment unless all items could be taken care of. The phone agent "busy cars" doing business as and on behalf of Future Nissan of Folsom continued with scheduling the appointment, any reasonable person would understand that to mean that the customers concerns were documented and could be accommodated. 

  
  

• Initial Complaint

  Date:09/20/2023

  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.

  January 2023 I went in to purchase a used vehicle. They told me I was approved for a 2019 Nissan sentra, when I went in they showed me a different vehicle i said that's not the one they said I was getting then they said I only qualified for the one they were showing me which I think was a lie. Well I got it anyway and when leaving I said I noticed the hood shakes when test drove it and he said that's the new thing to these car we'll a month later transmission blew while driving no light came on to tell me anything was wrong even after a light never came on. The dealer replaced transmission but **** still remained shaking while driving well someone told me just recently that the hood is not supposed to be shaking that's dangerous and they said there is a broken part that's why it shook and the oil is out and no light came on as well as it was in a previous accident and they didn't tell me. They said has not been in any accidents. They knew that vehicle was messed up and chose to sale it to the someone so desperately needing a vehicle

  Business Response

  Date: 09/27/2023

  Customer purchased vehicle in January of 23, her credit rating was really low and not very many vehicles fit certain bank guidelines for clients with challenged credit. We went with ***** financing which is sub par subprime lender, so it was true we were limited on what she could purchase. The vehicle was only brought in to our service department ONCE and it was for the transmission issue. We took care of the transmission and also provided a loaner vehicle during the process which we were not obligated to do, but did so out of customer goodwill and did charge. The vehicle was sold AS-IS with 91k miles, customer did not purchase any additional service contracts. So in reality, we really didn't have to fix the transmission issue at all. But again, to take care of our clients like we are known for, we replaced it. Nothing was ever brought up or documented in our service department over the hood. If it was brought up, I'm sure we would have looked at it in service. Vehicle was only brought it one time and one time only. Thank you! 

  Customer Answer

  Date: 10/10/2023

  I am rejecting this response because:  I didn't complain because the sales agent said that's how the cars of that year where built it was the new model. And not until recently did a mechanic look at the car and told me that, that's not how the car was made in no way will a company make any vehicles hood to shake like that while driving and showed me where the part was broken that made the hood shake while driving. The hood could fly open at anytime and it would be bad outcome could end up killing me or my passengers or injur me or anyone that I hit in result of the hood flying open. And for the damage it was from an accident not no side scrape but actually this car has hit another vehicle and this car lot sales actually lied to a customer to make a sale if I would have known all this I would not have purchased this vehicle and I told them about the warning lights how when the transmission blew no warning light came on before or after and they didn't want to do anything about it but they fixed the transmission but that's only because I just got that car and didn't qualify for warranty so they fixed transmission but said they didn't have to but they would so i didn't feel safe in that car but they wouldn't do anything about it. So when I told them about the warning lights not showing up on dash they said well they said for transmission it would not show up because it was not part of the engine and yes it would because it's all connected the transmission would have sent a single to engine saying hey somethings wrong but it didn't Nissan said that if something happen to transmission there is no warning signal on dash it's a bunch of c*** they got that car and didn't do any inspection like they should I think they did a quick inspection saw some things that needed to be fixed and was more then what the car was worth so just cleaned it up and sold it to someone like me who really just believed them because they wouldn't do that to their customers especially a single mother who just got out of a very bad Domestic Violence marriage and who's daughter was illegally removed and sent across state line and sold and who is now 3years old so i was desperate to get a vehicle so I can begin getting around to fight for my baby so they saw that and no problem vehicle sold no matter what inconveniences it had. Yes they gave me a vehicle to use I'm grateful but thanks what days right things go do but for all there issues they didn't want to help me with anything else so I'm reaching out to Better Business bureau ti helo mw hwtviwb
  

  Business Response

  Date: 10/10/2023

  Tell us why hHere is a copy of the carfax checked today 10/10/23 that states the vehicle was never in an accident. We can only base the vehicle off what is known as this vehicle already had 2 owners before it came to us and the vehicle passed all of our inspections at the time we took it in as a used vehicle and it did not show no signed of being in a major wreck or being unsafe. We fixed the transmission issue as soon as it was brought up to us. As for the hood, salesmen has no recollection of being told it was shaking.As we do with ALL customer concerns that are brought up to us or brought up to our service **** when customers bring their vehicle in, we would check and advise. I've also attached a copy of the ** from when *************** brought the vehicle in for the first and ONLY time for issues with the transmission, hood shake was never mentioned or stated by customer. If it was mentioned to our service **** at the time as a concern, it would have definitely been noted in the ** notes and would have been checked. If service would have found a broken hood latch, they would have repaired it at no cost. Nothing was mentioned and nothing was found during the check and replacement of the transmission as noted in the report. If the hood latch is still broken, I would like to invite ************** back in so that we could replace the broken part, free of charge for her.We appreciate your time! Thank you so much! ere...

  Customer Answer

  Date: 10/12/2023

  I am rejecting this response because: 

  One: I was lied to when I asked the sales man about it. He said it was made that way their is no way it passed inspection unless they never went over the vehicle because on camera your sales agent says it was made like that and I didn't know any differently. And for the transmission blew 1 month after I got it and you can honestly say it passed all inspection well that's odd. For the damage on vehicle the sales agent said the last owner scraped up against something and Carfax or whatever but the car don't lie it had damages so to accident and I'm just saying it was in a bumper to pumper accident and scrapped against something. I didn't bring it in or call because I tried telling your agents I was in not comfortable in that car anymore after transmission blew while I was driving and it was like nothing no one can do plus I was told because I didn't have warranty they were helping me one time with the transmission so I don't have time to argue and constantly spend time trying to argue about anything else plus the hood and damage die to accident was just told to me not that long ago so I was lied to by agent the company sales agent and because when transmission blew and i expressed how I dis not **** safe in tht car no one dis anything about it. It was like oh well you bought it, now your own your own with that and I don't feel as a company And I'm your customer the company did nothing to help me feel comfortable or to make me feel safe . So I want nothin else to do with your company I feel I should be refunded the money I spent or givin a different car

   

   

   

  
  

  Business Response

  Date: 10/13/2023

  We believe we did everything to accomodate *************** to the extent of fixing the issues known. The vehicle was purchased 1/12/23 with 87k miles on it at the time. It was brought back into our service **** with ****** Miles on 2/25 with issues to the transmission. Over 4k miles driven in roughly a month. So we replaced it at no charge to ***************. Currently, we are also offering to fix her hood if it has broken parts on it but she has not brought the vehicle in since the one and only visit with us back in Feb. *********** did everything in ensuring her transmission was fixed and was provided a loaner, again at no charge. We can't fix something unless it is brought into the shop and it seems like *************** does not want to bring the vehicle in for us to fix it. Not sure what else we can do. If she wants to reach out to us to get the hood fixed, we would be more than happy to as it seems that is the only other issue she discusses. Please let us know! Thank you! 

• Initial Complaint

  Date:01/02/2023

  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.

  My car vented the smell of exhaust into the cabin after Future Nissan did $3,110.42 suspension work (completed 12/14/2022 originally quoted for$ ********). It did not smell before. When I took it back the next day, they quoted me $4,349.06 (12/16/22 work order for cracked manifold) to fix a smell that did not exist when I dropped the car off (as documented in the 12/16 work order request AFTER RECENT SERVICE PERFORMED WHEN HEATER IS ON/ FRESH AIR INTAKE CAN SMELL EITHER EXHAUST OR FUEL ENTERING CABIN OF VEHICLE). Our customer service rep (12/16/22) and his supervisor (12.19/22) both asserted nothing they did could have caused the problem. They pointed out the car is old and has over 260k miles They also suggested their "complimentary" inspection (part of a service I paid for) would not have detected it.Despite their assertions, I did not smell the exhaust when I brought the car in for service on 12/9 and it smelled hazardous it when I picked it up from them on 12/14. The car went 260K miles without a smell and during the one mile in their care developed a detectable leak. The smell is so bad I feel unsafe driving the vehicle with exhaust pouring into the cabin. The offered no resolution (but suggested they might lower the price to fix a problem they seem to have caused).I suggested they fix the problem or refund me the money I paid for them to cause it. They restated their assertions and have declined to do anything to resolve this issue.