ComplaintsforEmpire Nissan

• Initial Complaint

  04/25/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased a 2023 Nissan Rogue on March 19 2024. During the negotiation I asked for tinted windows. They agreed. I text the sales rep 2 weeks later about it and he told me he would get back to me and let me know when I can take my car in. He called a week later letting me know about a review but nothing about my tint for my windows I text him about 2 weeks after that n asked about getting my windows tinted and he didnt reply. I emailed them thru their website n I never got a replied. I text him 1 more time today and have not received a call or text. If the decision was not to honor the verbal agreement of getting my window tinted they should communicate it to me. I feel they took advantage of me also they lie to get the sale and after the contract is signed their customer service was not uphold.

  Business response

  04/30/2024

  Thank you for reaching out to Empire Nissan.  We were able to successfully reach out to our guest and set up a time Friday for her to come in and take care of her tinted window concern.  We appreciate ****************** business. 

  Customer response

  05/01/2024

   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.

  Thank you very much. 

• Initial Complaint

  04/10/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I purchased a 2018 ford explorer from Empire Nissan in September 2020...I purchased an extended service warranty contract for $3100...I have been trying to cancel this for over two years and the person who handles cancellation has been telling me to wait until i make my final payment to get refund which i told her sounds ridiculous...So i called asked to speak to general manager but i get same answer each time for the last five months he is in a meeting .Two weeks ago i finally got ahold of a service manager and she had ****** ******* fax me a cancellation of the service contract and told me it was a total of $3100 refund but once i filled out the cancellation form and sent it back to empire Nissan she changed the price of the refund and told me it was changed to $1300.;.And i told ****** that is not what we discussed...So she lied about the cancellation process and the amount of the refund and is not answering or returning calls just saying the policy is cancelled and she does not know when i will receive the funds or in this case goes towards my remaining loan on the vehicle....This dealership sold me a 2018 ford explorer misled about the extended warranty telling me i had to buy it for the deal to go through which i later found out not to be true and they sold me this suv without disclosing it had been in a major accident... Took truck to carwash and paint is coming off the whole right side of the car .Talked to my insurance progressive said not covered because they informed me the car was in a prior accident not disclosed to me...So now i am stuck with an upside down loan on a car that Empire Nissan withheld and did not disclose the accident and needs $5000 for a paint job.....Can you help me resolve this issue?? Thanks..

  Business response

  04/18/2023

  We were successful in making contact with the customer. We invited the customer to come in, in order to look at the vehicle and address the customer’s concerns. The customer is deciding to come down if willing, along with finding an appropriate time to visit Empire Nissan. We are looking forward and hopeful to come to a positive resolution with our customer.

  Customer response

  04/20/2023

   I am rejecting this response because: Hello...This is ******* ******   ..**** ******** the general manager of Empire Nissan reached out to me on Monday April 17, 2023, saying he was aware of the complaints I have made about the extended service contract warranty the hidden damage of a major accident that was not disclosed to me...During our phone conversation **** ******** said he wanted to ( put a smile on my face and make  me a  happy customer) he gave me his personal cell number and requested photos of the paint coming off my truck. I immediately sent him the photos and he has never gotten back to me after leaving numerous messages...And regarding the cancellation of the extended service contract, he actually made it more confusing saying it is not cancelled even though i have an email from ****** ******* saying it was cancelled two weeks ago but not for the $3,100 saying it was cancelled for $1300 which was not what we agreed upon before I signed the cancellation paperwork with the amount of $3100 right on the form...And i have not heard from **** ******** since.....
  
  
  

  Business response

  05/02/2023

  We were able to set a time with Mr. ****** for this up coming week to address his concerns.

• Initial Complaint

  12/14/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I went to have my car serviced on Friday 12.9.22. I scheduled an oil change and tire rotation. They did a multi-point inspection and stated that I needed an in-cabin filter and an engine air filter. The engine air filter cost was listed as $1,024.95 and I was told that this was critical. I thought that this was too high of a price. I looked up the price of the part and it ranges from $13-$20, depending on the brand. There is no amount of labor that accounts for charging me this amount. I declined the service and looked up how to do it myself. It's a process that takes approximately 5-10 minutes. This isn't simply price gouging and this isn't an adjustment for inflation. This is a flagrant disregard for proper business practices and I am shocked that a large dealership like Nissan would be so outlandish. It was a huge red flag. Here is a youtube video for how easy it is to change. ****************

  Business response

  12/19/2022

  This should be considered our formal written response to the claim registered by ******** ****** using the BBB.  We have conducted a review of the repair documents.  The engine air filter is $24.95 and $10.00 for labor.  In error the service advisor entered $1000.00 instead of $10.00 in labor.  The total cost of replacing the engine air filter including labor will be $34.95. 

  
  

  We take pride in providing excellent service to our customers and apologize for any inconvenience this may have caused.  Due to the typing error that took place, we will be more than happy to replace the engine air filter free of charge.

  Customer response

  12/20/2022

   I am rejecting this response because: I have already received and installed the item in question. I would like to know what the price is if this was an actual typing error. This seems a lot like Nissan covering themselves for this matter. I'd like to know what they plan to do going forward for other patrons that may not call them on their horrid practices. I'd like to know how offering a free service is supposed to bolster trust? I don't want a free service, I just want to be charged fairly. 
  
  
  

• Initial Complaint

  07/14/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My name is ***** ****. I represent and am filing this complaint an on behalf of the victim; my elderly, disabled father- Peter ****. Attached is his recollection of events. I have also attached my transcript with Nissan Consumer Affairs (referred to as NCA going forward). My last contact with NCA was on a recorded line with representative named **** - ************ at 9:30AM this morning 07/14/2022. **** apologized for the experience my father has had with Empire Nissan but because each dealership is independently owned and operated all she can do is call them, advise we have filed a complaint and ask them to return our phone calls. Empire Nissan has not contacted us and is still in possession of my father's vehicle. NCA Case# ********

  Business response

  07/24/2022

  Empire Nissan's General Manager and Service Manager have made attempts to contact Peter **** and ***** **** since the date of this BBB case, and unfortunately, we have been unable to make contact. We would like to speak and/or meet with Mr. **** to review his concerns and we will update this case with additional  information once it is available. Thank you

  Customer response

  08/18/2022

   I am rejecting this response because:
  
  

  I am Peter **** the owner of the 2013 Nissan Maxima, My son ***** **** on my behalf initiated complaints to try and resolve my issues with Empire Nissan Ontario, 

  The dealer is not contacting me. 

  I need to reopen the case with the BBB and ask you for assistance, directions on how to get my car back. 

  I refuse to pay more than double what was agreed upon for the replacement of the broken part of my sunroof. the only thing wrong was that when I opened the sunroof the part that opens the fabric inside the cabin was broken, Thats it! the sunroof worked perfectly except for that piece that holds the headliner open and close when using the sunroof. 

  I don't know what else to do, I am beyond frustrated they have hade my car since 6/28/2022 for a repair that was only supposed to take 3 days. I am handicap, elderly, I need my car back. 

  The invoice below is the only thing I agreed to, the $600 charge is diagnostic fee they would charge me if I decided NOT to have them fix the car so that amount is NOT to be included 

  Please help .

  
  

• Initial Complaint

  03/29/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On April 2021 i bought a new nissan rogue and didnt have AC we drove it 2 weeks like that because i thought i did not know how to operate it finally i took it to the dealer but i had to call Nissan corporation because bad service on the dealer did not want it to help they hold it for couple of days finally thy called me and told me that it was a rat that got the wires by then my wife was not happy at all with the truck that a gave it to her she never thought was going to get a new truck with no ac but this was just the beginning Las week lights like DOOR WARNING SENSOR ENGINE LIGTH AND COUPLE MORE was displaying i called nissan corpaoration and advised me to take it to the dealer. i took it and they hold ir for a day after that they said that could not find anything so did not fix anything jus erased the codes and told me to keep an eye on it well now my wife is not happy at all whit the truck we are so disappointed of having a new truck with all this problems, I told my wife we are going to buy anew truck to avoid problems and we are having a lot more also its a hassle calling corporation dealer rent a car so many calls we are tired. enterprice of ontario where we rent a car the two times i rent the car was an inconviniance first time they did the charge to my cc i had to called the dealer but they did not want it to pay i had to call nissan corporation they give me a refund.. this does not end two days ago now is showing a light that looks like the air bag sign and the PARKING SENSOR ACTIVATED BRAKE SENSOR ACTIVAED IT so i can not drive the truck like that not sure if is safe we are having so much hassle with this vehicle we are not happy at all as i was with other new vehicles that i got before i am tired loosing days of work to fix this issues my wife lost a day to drop it at the rent a car place. we are having more problems than a used.

  Business response

  04/04/2022

  This should be considered our formal written response to the claim registered by ****** ****** using BBB case #********. We have conducted a review of all repair documents and have written a condensed version of the events that have happened to the Nissan Rogue. They are as follows:

   

  1.       Repair order # ****** dated April 21, 2022. The vehicle has 417 miles at this time. The customer reported the air conditioning did not blow cold air. Upon inspection we found rodent damage to the ambient temperature sensor causing the system to malfunction. This is a not a warrantable repair. In the interest of goodwill and customer satisfaction Empire Nissan repaired the vehicle wiring at no charge to the consumer and provided a rental vehicle at no charge to the consumer.

  2.       Repair order #883717 dated March 23, 2022. The vehicle has 12,297 miles at this time. The consumer reported and engine malfunction light and a rear door malfunction light on. We performed an inspection and found no defect found for the malfunction light and no defect found for the rear door malfunction light. Our technician notes are as follows “ found codes in the system for an immobilizer malfunction. Codes erased and did not return. Found a key hidden in the vehicle and request the customer to remove the hidden key as to prevent interference to the immobilizer and cause the malfunction light to return”.

  3.       Repair order #****** dated March 31, 2022. The customer requested to perform an open recall. The parts were ordered to complete the recall at a future time. The customer reported a park sensor malfunction light and air bag light illuminated. We performed an inspection and found that significant rodent damage has occurred and referred the customer to their insurance company to report a damage claim as the rodent damage is a non-warrantable repair.

   

  In closing, we have performed all repairs requested and offered viable solutions to insure the best possible outcome for the consumer. We have provided no cost repairs and transportation in the interest of customer goodwill and customer satisfaction. We believe the repairs requested in this complaint are the customers responsibility and should be addressed with the options provided to the customer.

*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. ↩