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:06/20/2024

  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.

  06/20/2024 My daughter took in her 2023 Nissan Rouge in for white smoke, hesitation in acceleration, and knocking noise from engine. So far the cost after 7 hours of trouble shooting I am being charged $9711.53 the *** is still under warranty. They charged for fuel injection cleaning and transmission oil change, which were not authorized. They are claiming that there was quarts of too much oil in the engine, which means there was a total of 11 quarts of oil in the car. After calling several auto shops they said that was not possible. and if it was over filled the check engine light would come on. I feel that they should honor their warranty.

  

  Business Response

  Date: 06/21/2024

   

  After speaking with *********************, our Service and Parts Director:

  1.  Vehicle arrived in Fontana Nissan service drive and was leaking oil, engine knocking.  ******** acknowledged to service advisor that upon last recent oil change, he was informed the oil was low in his vehicle after inspection by that location. 

  2.  Fontana Nissan technician immediately ascertained due to "oil everywhere" oil was grossly overfilled previously.

  3.  Oil was drained and refilled to proper level.

  4.  Various recommendations were made based on time and mileage, none were completed because of obvious oil overfill/previous low oil/engine knock issues.

  5.  Customer informed of all the above, a request was made by service advisor for previous service records for warranty coverage.

  6.  Waiting on records from client.

  ***********************;  ***********************************

  General Manager

  Fontana Nissan

   

  Customer Answer

  Date: 06/21/2024

   I am rejecting this response because: *** service advisor said to my daughter the *** had a little too much oil and the oil was not changed by nissan so it voided the warranty.  When I asked him where does it state that in the warranty contract he changed the answer to we can get the oil changed anywhere.   *** fuel injection service was not approved and the transmission fluid change was not authorized and has nothing to do with the engine knocking.   When asked how many quarts was the *** over filled *** service advisor stated that the *** had 5 to 6 quarts too much oil.  That is impossible.   No check engine lights came on or warning lights came on.  *** service advisor had no problem charging my daughter a lot of money but changed his tune when I arrived.   ***re is no proof that the oil was changed or that the oil was measured when the oil was removed.  
  
  
  

  

  Business Response

  Date: 07/01/2024

   

   1.   The vehicle arrived with engine knocking and had smoke from exhaust, which did not change after an oil change and corrected oil level.  

   2.   No work was performed on the vehicle other than inspection and oil change.  Maintenance items were recommended after inspection, as is customary.

   3.   The technician who changed the oil made the observation of overfill.  I spoke with a master technician during investigation, who stated an engine can be overfilled with MORE than 5 or 6 quarts.  The engine will continue to take oil until it overflows at the point where oil is being added if not measured, or double-filled by accident.

   4.  In an effort to obtain warranty coverage which may be difficult based on all the above, the dealership has requested maintenance records which are necessary for submission to Nissan for coverage.

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

  General Manager

   

    

   

   

   

• Initial Complaint

  Date:10/02/2022

  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 my 2014 Nissan Sentra from Fontana Nissan. I have always taken my car in for service at Fontana Nissan. The car has less than 50,000 miles on it and is driven on average approximately 10 miles a day. The vehicle had been running smoothly with no issues until earlier this year. In May of this year, while driving I noticed the car started choking a few times as well as a sudden, unprovoked “bouncing” of the RPMs and the check engine light came on. Being concerned with the, sudden and unexpected issues I took the car to Fontana Nissan to be checked. The day I took the car the check engine light was not on. I explained the issues to the technician and insisted that they drive the car to see if the issues could be duplicated. Later that day I was called and told that they were unable to find anything wrong with the vehicle. I was told that they reset the check engine light, which happened to not be on. From invoice # ******, which I received for the service, it clearly shows the the vehicle was not driven as the intake and outbound mileage is the same. An attempt to replicate the issue was not made. The same invoice states that there is no drivability issues. How can such a determination be made when the vehicle was not driven? While driving home from having the vehicle “serviced”, I noticed the same issues again. Trusting the service department I thought perhaps this will be better tomorrow. Unfortunately that was not the case. I contacted the service department and was told to take the car in again. I took the car in the following day and was told, the issue was resolved. Less than 30 days later, I am still having the same problems with my car. For the third time I take my car in to be serviced for the same issues and much to my surprise, I was told that the vehicle needs a new transmission. I authorized the repair which cost me $5,150. This total does not include other fees paid to have the car diagnosed. It simply encompasses the total for a SINGLE invoice.

  

  Business Response

  Date: 10/18/2022

   I had a nice chat with Ms. ******** yesterday. She is going to come into the store today at 4pm to go over the details.  Her vehicle's file is pulled and on my desk.

  Customer Answer

  Date: 10/24/2022

   I am rejecting this response because:
  
  Hello, I met with the general manager at Nissan in Fontana location. He said that there was nothing that he could do for me. He was very polite about it and the only thing that he offered was $300 credit for future services for my car.  I explained to him that I was looking for a refund on the money I hand spended on a new transmission. He said that I should call 1 800 Nissan and see what they can do. I will call them today.

  Thank you

  
  

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

  

  Business Response

  Date: 10/24/2022

  I did my best to explain how warranty works, how the codes showed a transmission replacement, and the diagnosis was for a transmission.  I suggested Ms. ******** call Nissan Consumer Affairs and plead her case, as dealers do not approve work when a vehicle is out of warranty.   I also offered $300 service credit for future visits. 

• Initial Complaint

  Date:09/22/2022

  Type:Billing 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 purchased autoparts online from this dealer's website. I was sent a receipt and my credit card was charged. Later, I received an email telling me that they could not honor the price I paid. They asked me to pay an additional amount or to let them cancel the order. I have attached copies of the receipt and their email.

  

  Business Response

  Date: 09/28/2022

  Unfortunately due to circumstances beyond our control and factory price changes this particular part was not able to be ordered from the manufacturer or sold at the old price. Representative apologized, offered employee pricing, and then promptly refunded.  We are happy to show pricing directly to consumer as we receive and will honor just 10% over as a courtesy.

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

  General Manager
  

   

• Initial Complaint

  Date:06/15/2022

  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.

  5/28/2022 I went to Fontana Nissan and verbally spoke with Delmi to inquire about a possible tra** in from my truck to sport package version of my truck, being specific on the model and color they added that if they didn’t have what I was looking for it could be ordered. After filling out for a credit check they were persistent on trying to have me choose from there selection in there yard which now as not interested in. After running my credit they did not reorder to inquire about ordering the correct color and told me they would call me when they had more selection

  

  Business Response

  Date: 06/30/2022

  Dear Mr. ** ********,

   

  I have been ma** aware of a concern you have regarding your visit to Fontana Nissan, and apologize for any misunderstanding and for not having a perfect experience.

   

  I attempted to reach you at the listed cell number per BBB: 90* ******** from both the dealership phone and my cell # *** ********, with no ring or answer.

  Please call me at your earliest convenience to discuss.  My cell # is perfect, and if I can’ pick up, I will return your call at my earliest opportunity. 

  Will be traveling by air Wednesday the 29^th and will be able to return calls after 7pm that evening, or after 9am Thursday the 30^th.

   

  I look forward to hearing from you.

  

  Business Response

  Date: 07/02/2022

  Hello,

  
  

  I responded with my personal phone number to discuss, and have not heard back from you.  Here it is again, and you may respond at any time:  *** ********.

  
  

  We can attempt to remove the inquiry at your request.  I will keep you updated when I hear back from the credit reporting bureau.

  
  

  Best Regards,

  
  

  ***** ******* 

  Customer Answer

  Date: 07/05/2022

   I am rejecting this response because: