ComplaintsforMetro Nissan of Montclair

• Initial Complaint

  10/19/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Metro Nissan sold me a refurbished transmission when it was to be a new one. The transmission was originally installed incorrectly and a funnel was left. Nissan was made aware of the issue of the funnel and were advised the car was experiencing issues. Metro Nissan has failed to cooperate in assisting with having the issue resolved or repaired. I have had to pay for 2 separate diagnostics from Planet Nissan is ********* who has advised me the transmission has now failed with only ****** miles of use. The dealership has confirmed the funnel Left in the initial installation has caused the transmission to fail internally. the transmission is resembling that it was not changed for a new one as it contains heavy metal particles and the oils are not clean of a new transmission. Metro Nissan has failed to provide any confirmation the transmission was indeed new when installed. Metro Nissan is uncooperative with providing any service to this letter as they have been contacted several times. the mechanic clearly stated in the invoice dated 2/16 the transmission was not reading the park or neutral the transmission was reset and no other repairs were made. I have included pictures of the funnel that was left in the transmission. I also included the invoices from the individual dealership that have been made aware of the issue. Consumers Affairs was also contacted and advised of this concern. I have not been contacted with a resolution for the transmission being replaced. At this point I would like a refund for the trouble caused by a dealership would has no integrity in their work or product. Per the invoice fine print Metro Nissan is in violation of the ********** law the Song-******* act advising they must fix the issue or the warranty is extended due to the lack of resolving the repair that was paid for.

  Business response

  10/20/2023

  ********************** 2013 Sentra was dropped off at our dealership on 2/14/2022 at ******* miles. *** vehicle had a code indicating internal transmission failure. *** transmission was replaced with Nissan part # NI3102M-X427CRE REMAN TRANSAXLE (noted on customers invoice pg. 1, job 1) Upon thorough examination of the situation, we have not found any evidence to support the claim that a refurbished transmission was installed in place of the Nissan transmission we received directly from Nissan corporate part # NI3102M-X427CRE. Our records indicate that the transmission was installed according to the specifications and guidelines provided by Nissan. We have always upheld the highest standards in our services and Nissan does not manufacture or allow refurbished parts.
  *** repair was backed by Nissans 12-month, 12,000-mile warranty.******************** rightly contacted Nissan Consumer Affairs, the branch of Nissan corporate customer service, and has been in communication with the Nissan Consumer Affairs agent and the dealership in *********, Planet Nissan. ***re is an open case regarding ********************** transmission and we hope Nissan can assist her with this repair. Although the vehicle is not currently at our dealership and at another dealership, we reached out to our Nissan Field Manager to inquire how can we assist ******************** at this time and we were advised the vehicle was out of warranty parameters.
  Regrettably since the vehicle is currently out of the 12-month, 12,000-mile warranty period, we are unable to provide further assistance, a refund, or offer a replacement transmission at this time.
  Regarding the alleged issues with the installation process and the presence of a funnel, we have investigated the matter extensively. Our internal investigations have not found any evidence to support the claim that the funnel present caused any internal damage to the vehicle as the customer first brought the funnel being present to our attention in the vehicle as early as May 2022. This vehicle was only in our possession 1 yr and 8 months ago unfortunately we do not have the records of maintenance or who has serviced the vehicle since the vehicle left our location in February 2022 and thus cannot speculate on the cause of the metals found by the other dealership most recently.
  Furthermore, we regret any miscommunication or delay in addressing the customers concerns. *** Nissan Consumer Affairs agent contacted our dealer on 10/17/23 requesting we contact ******************** to give her the copies of the repair that was performed on 2/14/22. ******************** was contacted promptly by phone on 10/17/23 and an email was provided by her and the invoice was emailed shortly thereafter.

• Initial Complaint

  08/01/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  In July my husband and I traded in a car and leased a brand new one. We filled out all the paperwork and left the dealership with the car. The following week we were contacted by the dealership that they had filled the contracts out wrong and we needed to come in and re sign all the contracts. When we went in to sign the contracts they were indeed wrong. So my husband was asking question to make sure all was correct this time and get all the information needed. The finance person (whom was not happy to be helping us) he didnt do the paperwork in the first place hes helping a colleague. He also asked would we would need to do to upgrade to a higher model. The finance officer said we cant do that. So my husband proceeded to tell him right now we have no contract since you guys messed up. So I can just walk away from the deal and get my down payment and car or money back. End of story. So the finance guy called the Sales Manager *********************. Whom had been listening to the conversation from another office. He came over very aggressively. First thing he said was I know you. My husband asked how weve never met. He proceeded to say I know all my customers. You want your jeep back? Saying it very demeaning and aggressive. So my husband of course reacted. The sales manager stood in a hallway with glass between my husband and him and continued to raise his voice and argue with my husband. Being very confrontational. He also tried to pull me into their argument saying you need to talk to your wife she doesnt agree with you. After approx 10 mins my husband finally told him to go ahead and go on the situation did not concern him. They way he handled the situation and the way he spoke to us was extremely disrespectful. The main reason we were back was not of our doing. We were helping them correct their mistake. I had recommended to my friends and family the dealership. After this I told them to take their money elsewhere. No amount of money is worth that disrespect.

  Business response

  08/03/2023

  Contacted customer regarding her concern. Sent email to customer 8/3/********* '****************'. Waiting to hear back from customer. Email sent below:

   

  Dear *******,
  
  I hope this message finds you well. I am following up to address the recent feedback you shared with the BBB regarding your experience at our car dealership when purchasing your 2023 Sentra. First and foremost,please accept our sincere apologies for any unprofessional treatment you may have encountered during your visit. We deeply regret that your experience fell short of the high standards we strive to maintain.
  
  Your feedback is invaluable to us, as it allows us to identify areas where we can improve our services and ensure that every customer receives the utmost care and attention. Please know that your concerns have been documented and taken seriously, and we are already taking immediate steps to address the issues you raised. Your comments will serve as a catalyst for positive change, and we are determined to make improvements based on your valuable insights.
  
  We understand how important it is to provide a welcoming and professional environment for our valued customers like yourself. Our team is committed to creating a positive and transparent car buying experience for every individual who walks through our doors.
  
  Once again, we sincerely apologize for any inconvenience you and your husband experienced, and we thank you for bringing this matter to our attention. If there is anything specific you would like to discuss further or if you have any additional feedback, please do not hesitate to reach out to me directly at ************ or via email [email protected].
  
  Thank you for being an essential part of our commitment to continuous improvement.
  
  Warm regards,
  ***************************
  Owner Loyalty Manager
  Metro Nissan of Montclair

  Customer response

  08/05/2023

   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.

• Initial Complaint

  08/01/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I went last tuesday to inquire about a car. Prior to that day i was already being bombarded with many calls from them so i eventually answer. The lady who spoke to me *******, told me i should apply for the pre credit app. I told her i do not want a hard inquiry yet i want to see the vehicle first. She ensures me that its not going to run my credit, clearly she freaking lied. Her "boss" ***, called me and asked me for my proof of income and pay stubs to prove i work full-time. I sent all the proof needed for it. He tells me over the phone that i was approved for the car i inquired about. The following day, tuesday, They were courteous to bring me to the dealership, in the car i asked more information about the car i wanted to see. He tells me all of a sudden that i wasn't approved for that car but they can get me another car from their inventory. These people already lied straight to my face and i should've taken this as a red flag but because i was already there i waited a little more. Once we got to the dealership, i was honestly turned off about the lie. They took me to a waiting area and said they were going to check for my prequalification for the car i CAME FOR. Why lie and tell me one the phone i was approved for that car then switch it up once I'm there??? They had me waiting for a very long time to tell me i was not approved at all and apparently my pay stubs weren't matching. At this point im calling BS. I later learn that the entire time i was waiting in that room, these people were submitting my credit to almost 10 different banks!!!! Now on my credit file , its being shown that I've done " too many inquiries" These people are liars and crooks and they are VERY dishonest. I am currently taking action upon them for this illegal mess. Running a hard inquiry to a persons credit without their permission is illegal !!!!!! I called them today and spoke to "felix" and now they're trying to make me seem like im the liar ! I DO NOT TRUST THIS DEALERSHIP.

  Business response

  08/02/2022

  I spoke to customer "***** **********" and explained that we are not the lender and we are not the final decision makers in extending a loan to customers, we simply assist customers in obtaining a loan if they have not secured there own financing. We submit customer information  through several lenders we have available and rely and lender guidelines to finalize a sale. She opted in through an online application and we used all the information she submitted when attempting to secure a loan for customer. When customer was invited to the dealership to finalize a purchase there where inconsistencies' found and alternative options where offered. We attempted several options to appease the customer but she did not agree with the options given to her and we where not able to assist any further. As for her statement that we made it seem like she lied, at no point was she called a liar nor did we assume she was lying. We simply asked if she would clarify the inconsistency and at this point she became defensive but would not answer our questions regarding the income/employment inconsistency. We sincerely wish we could assist customer with there purchase options especially in these difficult times for the automotive industry where we struggle to make sales, but again we rely on lenders that have specific guidelines and we are not the final say in approving any loan.

  Customer response

  08/02/2022

   I am rejecting this response because:
  
  Firstly, i wold like to add that this business has zero ethics. As i stated before, I was lied to by *** ****** the evening before. This man called me in the evening asking about my job and if i recently sold my previous vehicle. I told him i did not want my credit ran and i was adamant about it. He tells me its not a hard run its a soft check to see my credit score. I sent him emails straight away when he asked for proof of income. A few minutes later, he gives me a call saying i was approved for the Nissan Sentra 2020 that i inquired about. So that's when i make my decision and take their offer to get taken to the dealership and test drive the vehicle. They came the next day to take me to the dealership so that i can see the car in person. The minute i entered their vehicle i reaffirmed and asked about the car information and a better understanding of my approval. Both *** and araceli , who picked me up, told me i was in fact NOT approved. I am already turned off by this because was that not a lie? So then i told them, why did you guys tell me i as approved if i really wasnt? They were telling me that they have other car options for me. I was already annoyed by their answer and felt pressured so i stayed quiet. Once we arrive to the dealership they show me a car completely different than the one i specifically agreed to come for! So then i tell them i don't want that car i came to inquire about the Nissan Sentra 2020 that i initially wanted. I also told them that if im not approved there isn't any point of me being here so i wanted to go home. They told me they can " work something out" what does that mean? It means that they will run 14 different hard inquiries behind my back and still without my permission. I was told to sit in a room to wait,  araceli comes back and lets me test drive the car anyways. In the meantime my credit is being violated and run so many times WITHOUT MY PERMISSION. When i come back, im back in the waiting room, just waiting. My father, who was on the phone with me the entire time, told me to leave because i shouldve already BEEN left initially when they already broke my trust with the lying previously. I have done my research about the fraudulent activity they did to me, and a lot of unethical dealerships like to run someone credit and add many inquiries so that youre in a bad situation and aren't able to get any deals with other places. This type of behavior needs to stop. The lies also need to stop. I also spoke to a man named Felix yesterday about the situation. Extremely rude by the way. to summarize what he told me, he basically pointed fingers at me to protect his colleagues saying that my documents weren't adding up correctly, and as I've stated before i can prove every single thing I've said in here. He made it seem like im an angry customer upset about my approval when the entire time i am upset about how they ran my credit to not just 1 but 14 banks!!!!!!!!! I will never encourage anyone to do business with these people. They are money hungry and unethical and being a money hungry business and not caring for your customers is absolutely abhorrent..

  Business response

  08/23/2022

  I spoke to customer "***** **********" and explained that we are not the lender and we are not the final decision makers in extending a loan to customers, we simply assist customers in obtaining a loan if they have not secured their own financing. We submit customer information  through several lenders we have available and rely and lender guidelines to finalize a sale. She opted in through an online application and we used all the information she submitted when attempting to secure a loan for customer. When customer was invited to the dealership to finalize a purchase there where inconsistencies' found and alternative options where offered. We attempted several options to appease the customer but she did not agree with the options given to her and we were not able to assist any further. As for her statement that we made it seem like she lied, at no point was she called a liar nor did we assume she was lying. We simply asked if she would clarify the inconsistency and at this point she became defensive but would not answer our questions regarding the income/employment inconsistency. We sincerely wish we could assist customer with there purchase options especially in these difficult times for the automotive industry where we struggle to make sales, but again we rely on lenders that have specific guidelines and we are not the final say in approving any loan.

   

  Customer response

  08/23/2022

   I am rejecting this response because:
  
  This response is the same copied and pasted response from the last time. Admit your business ethics with your employees are unethical and fraudulent. 

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