ComplaintsforMossy Nissan Poway

• Initial Complaint

  06/07/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  On October 31, 2023, I purchased a 2020 Chevrolet Bolt from this dealership. Since then, I have made numerous attempts to contact the business to obtain a copy of my sales contract for the vehicle, as I am pursuing a legal claim regarding it. Despite making seven attempts to reach someone who could assist me, each time I am told that my name and number will be passed along and that I will receive a call back. I have been waiting for over a month without any response. From a service standpoint, this is absolutely unacceptable. I am formally requesting these documents once again and seeking the assistance of the Better Business Bureau in this matter, as all other reasonable methods have been exhausted.

  

  Business response

  06/07/2024

  Hi ******, thanks for reaching out through the BBB, a copy of the sales contract can easily be obtained by contacting our finance department at ************************, this is the first request we have had come through. We will request it and should have it within the next 14 days have a good day

• Initial Complaint

  03/25/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  In the process of returning a vehicle to the dealership, I allege the dealer lost one of my ********. I was told that they had reviewed video and did not see me return the key but when I asked to see that proof they claimed it was no longer available. I have asked for compensation or a new key fob and they have refused to provide.

  

  Business response

  04/02/2024

  Two keys were provided at the time of purchase, we do not have the key here, we would be willing to do the key at our internal cost

  Customer response

  04/02/2024

  Thank you. I will accept either the key or the monetary value of it, whichever is easiest for the dealership. Please contact me at my listed number to coordinate. 

• Initial Complaint

  08/12/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought my 3rd car from mossy Nissan Poway. As part of the agreement, the salesman *** was to pay for the tinting of the windows. I said I had a guy that I used last time and he said he did too. His exact words were my guy or your guy, it doesnt matter. It was a Friday and he said he would schedule it on the following Monday. Monday came and went. I tried calling him and each time he said he was with a customer or I was told he was off that day. I waited a couple weeks and finally just had my guy do the job $300. I then brought the invoice to him to be reimbursed and he said, my guy only charges $250. So I said fine, I will accept $250. He then started making other excuses about how he wanted to use his credit card to pay it and then he just flat out refused to pay it. We clearly made the agreement about the windows as the car I purchased in 2020 had the windows tinted. ( I paid for) and I did not want to have that expense again. So he said he would pay for them. I truly expected him to honor his promise and I also expected Poway Nissan to hold their salesperson accountable. Ive been very patient and have even had this salesman call me a crazy lady. I may be crazy, but Im not stupid. I need to be paid the full $300 at this point. Thank you

  

  Business response

  08/14/2023

  Please be advised that we have reached out to the customer and are waiting to hear back from her. Our intent is to resolve her, concerns. Thank you.

• Initial Complaint

  02/07/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased the car January 31st. 2022 it was raining. They told me the car was going through certified vehicle inspection. That I could pick it up on January 5th. My paperwork does not show that there was 16 previous owners, When I picked it up on the 5th I noticed 2 big chips in the window. That was while it was raining I could see it. And I brought it to the attention of the salesman and the manager both said the window would get repaired. Once the weather cleared up I went to use the windshield wiper Fluid and the driver side hose did not work. And the back windshield wiper. Lade was bad. I called the salesman he said they would fix it all. He called me later that week and said to bring the car in for repair. I did. The car was there all day. They told it was fixed and ready. I showed back up and there are still two big chips on the windshield and tons of pinhole and bigger than a pinholes all over the base of the glass. I am a female and a disabled veteran I showed the *** ***** the windshield wasn't fixed and all of the pitting . He refused to honor the fix. Feb 3 I got a call from the dealership the cR needs to be smogged. This is a 2019 with 60thousand miles , I was told the documents got changed to a sale in 2023 rather than 2022, so they can't register it. I had to bring it back . The supposedly smogged it, and fixed the windshield wipers, and the fluid hoses. I don't trust the service. department or the ** anymore. The ** and I spoke when he tried to hug me twice and how they lost money on the deal. I understand from 2 windshield repair companies that this is a **** dollar windshield. That dealership tricked the credit Company who Is my loan provider and falsified the documents. I did not discover this until After The fifth Of January. After I had driven the car off the lot I discovered That they falsified the documents. I want the windshield replaced.

  

  Business response

  02/08/2023

  The customer and I, ***************************, General Manager at Mossy Nisan Poway met yesterday and agreed to a resolution to her concerns. She is going out of town today for 8 days and we are to meet again upon her return.  

• Initial Complaint

  12/27/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  on july 24 **** i bought a 2019 nissian rouge **************************, at that time i told brain ******* i wanted to buy a nissian factory extended warranty only,other wise would buy from my credit union,m he said the factoiry extended warranty was **** dollars but i bought the nissian factory extended from him he would discount it 500 dollars.i knew the factory was expensive but willing to pay it because i travel some and dont want a warranty by someone i never heard of.. he said ok , the print on the contract is so small and light i could read, i asked for a copy of the warranty he said ******* would send it to me.. i did not know it wasnt a nissian until ******* contacted me 11/9/2022 and asked me if i wanted to buy a factory extended warrnty.at this poiint they were unware i even bought a nissian.i called ************************* same day and complain to nissian.on 11/23/2022 he send me a cancellation form. i got my refund but was short ****** this what i want back . *********************** and ****** all top managers wont return my calls.tried to contact ******************** headquarters or owner of poway nissian but could not.; i wat my full refund . thank you i have all e mails between us

  

  Business response

  01/02/2023

  I'd like to start by first apologizing for being able to resolve our customers issue without a satisfactory solution.  After reviewing the customers complaint and fact checking it with our records there seems to be a disconnect. As the customer states in his complaint, he indeed was offered a Nissan warranty at a price of $3629 however he elected to purchase the Non-Nissan warranty for $3129. There are several different places where he is to acknowledge the price of the warranty. In addition to that the form or actual Vehicle Service Contract clearly states "The Mechanic at the top of the form in bold print that is approximately 2 inches long. In regard to the customer's request for the difference between his actual refund and the purchase price. There too he has miscalculated the difference. He states he was shorted $429. He actually bought the *** for $$3129 and was refunded $2806 for a difference of $323 dollars so it is unclear where he came up with $429. The delta between the two figures is the proration for the time he had the service contract and a $35 processing fee. Every customer is important and matters to us at Mossy Nissan Poway. Therefore, I would be more than happy to meet in person to discuss this response and anything else our customer would like. I can be reached at ************, ***************************, General Manager.

  Customer response

  01/02/2023

  i will take the refund he offered,  i did the math in my head and was upset, and made a mistake with the math i called left a message , i do not intent to drive to poway which is a 2hr round trip. he can mail the check to me . thank you

• Initial Complaint

  10/12/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  In November 2021, Mossy Nissan had reached out to me to inquire about trading in my vehicle for a new one given my lease would be expiring in less than a year. I went and spoke to the sales person, ***, and ultimately agreed to trade in my Altima for a newer on and hence a new lease. Terms were agreed to, contracts signed and I was a fairly satisfied customer. A few months ago, I receive a letter in the mail advising that I owed them $38.00. I thought this may be a scam as I hadn't had any recent dealings with Mossy Nissan Poway. I left a message for them and received a call back from the ****************** advising me that the $38.00 was owed to them as they overpaid Nissan corporate for the car I had traded in. I stated that if Mossy Nissan Poway overpaid Nissan corporate offices that sounds like it was their error and I didn't understand why they were trying to make me pay for something that I had nothing to do with. I also reached out to *** for assistance who advised to disregard the letter which is what I did. On October 11, 2022 I received another letter from Mossy Nissan Poway indicating they confirmed that they overpaid Nissan for my trade in and advising that the $38.00 is due within 10 days. Since this error was not as a result of anything I did, I feel it is only right for Mossy Nissan Poway to stop contacting me and they need to write off the $38.00 on their end. It was their error, not any fault of mine, and I should not be required to pay them anything. I have been a customer of theirs for many years and that relationship is now beyond repair given they won't acknowledge this is their error and their responsibility to cover the difference since they were the ones that appraised the vehicle and paid off the prior lease.

  

  Business response

  10/17/2022

  We regret to hear that you had a negative experience with us but would appreciate the chance to turn your experience around. Please accept my apology for the confusion and please know that your account has been cleared and you have a zero balance. Respectfully ***************************, General Manager Mossy Nissan Poway. 

• Initial Complaint

  03/23/2022

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  After purchasing a vehicle last Thursday, :/17/22, my wife and I were directly lied to in the financing department about a required OPTION being mandatory to get financing. We were told that to get financing from Nissan ************************* that the $1500 **** security gps option had to be purchased, due to the credit bracket we fell into. After speaking with Nissan ************************* they say no such requirements exist, and we were lied to. Also on the paper that I will upload, it states that this OPTION is not required to purchase the vehicle. On a separate note we Were told our first payment would be in 45 days, and they set it for only 30 days. After speaking with the General manager of the establishment, he seems like he may be helpful,kind of ambiguous and neutral. He said he had to speak with all of the people involved in the deal. but after being taken advantage of I will be reporting this to you the BBB. This $1500 over the the course of the loan would be a much larger number. We want our contract reconstructed, to reflect the option not on there, as well reimbursement for time off work and travel. Also as a show of good faith maybe they could make are first 3 car payments, which is less then the amount of money they lied to us about.

  

  Business response

  03/24/2022

  I would like to inform you that the customer has been contacted and their issue has been resolved to their satisfaction. Please reach out to the customer to confirm. Thank you, ***************************

  Customer response

  03/24/2022

  
  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

  10/06/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased a used vehicle, trade in and the difference PAID IN FULL on July 12. On Friday October 1, I contacted the dealership and spoke with ***** who I was referred to. I asked her why I had not received my title or registration. She said something about a problem with the registration, and someone had to *walk it in* and they were still having problems. She said she would contact DMV and see if she could have the tags Fed Exd overnight ( I know, I did not believe it either ) She said she would follow up, that was 11 AM, all Friday and Monday, and Tuesday no one reached out to me. Not an E mail, not a message, not a call. I was blown off. In less than a week the registration on my car is running out and they are not helping me. I have contacted an attorney to assist but I felt I needed to report this HORRIBLE dealership and HORRIBLE EXPERIENCE altogether.

  

  Business response

  10/11/2021

  I am responding to the complaint filed on 10/06/21 regarding the customers registration. After extensive research we have concluded that the customers accusations have no merit. We have processed her registration as we do all of our customers and as of when she called and as of now her registration is current. In the event that it is needed we have proof and the customer should have her new plates no later than the third week of this month assuming the *** is not back logged. 

   

  This customer did call in on October the first and as was explained to her then and as I have done so above, her registration is current and valid. We have attempted to reach out to the customer since then but with no luck of connecting with her. I personally called her twice moments before composing this email and the first time she answered and hung up. The second time she answered and set the phone down while having a conversation with someone else and then hung up. Moments later she called and I answered and when I informed her where I was calling from she stated that she was at work and could not talk nd hung up on me. 

  Her concern was that her temporary registration would expire and that she would get pulled over and have problems with the police. She should have peace of mind in knowing that her registration is valid and current. 

   

  Thanks you,

   

  Mossy Nissan Poway

   

  Customer response

  10/11/2021

  They spammed my phone while I was at work at my desk while I hung up and refused the call.  I had a second so I called back to see who it was and someone named ****** answered and said he was with Mossy and a call came and I said I was at work and I had to go.  They did NOT reach out to me after October 1 until this morning when they spammed me to get my attention while they knew these were my working hours.  They knew I could not talk to them, they never followed up with me with ANY sort of contact until this morning. I have one more complaint that I did not have the room to post originally.  I said this was a trade in and I was paying cash for the difference, I specifically told them NOT to run my SSN, they said that would be no problem, even after I signed paperwork and I was hesitant to add my SSN it was required but I reminded them NOT to run my credit. There was no need to as I was paying cash and they agreed again it would be no problem. That same night afterhours, right after I left, the same day I *purchased* the vehicle they ran my credit anyway ( they did not have my SSN until that night ) 

  

  Business response

  10/20/2021

  We have turned this matter over to our legal counsel. Thank you.

• Initial Complaint

  08/30/2021

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Cuando compramos el vehiculo, el vendedor dijo que no tenia detalles el carro solo uno muy pequeo, pero no era tan importante por que era era muy pequeo, dijo que antes de ponerlo ala venta el vehiculo tenia que pasar unos puntos de inspeccin, para ponerlo ala venta lo cual confiamos en sus palabras, nos ofrecio garantia extendida(motor y trasmision) servicio de cambio de aceite(aciete,filtros y mas) alo cual todo lo que nos ofrecio se tomo para no tener que meter ningun dinero ennel vehiculo. Un mes despues de comprar el carro resulta que ocupa algunas bandas, alineacion,, de liquido de frenos,aceite de trasmision,3 llantas, el contenedor de agua para el parabrisas, filtro de aire, mas. Arrededor de unos **** dollars o mas y solo llevo con el carro un mes ymedio, a mi parecer nunca realizaron, sus puntos de inspeccin,y ademas pusieron que las llantas las cambiaron el ao pasado (unas llantas tienen de vida 5 aos) en el reporte de carfax. Y al leer el carfax el pequeo detallito que mensiono el vendedor que no era importante fue que el vehiculo tuvo un acidente, pero no lo menciono como tal, y nosotros creimos en sus palabras que solo era un pequeo detallito, pero no dijo cual, ademas *** dijo que nos mandaria un reflector que le falta y las placas delanteras, y hasta la fecha no he recibido ***** el vehiculo selos lleve para arreglar el problema y ellos lo mandaron al servicio y el mecanico dijo que el contenedor estaba bien de forma burlona diciendo que como manejaria el carro poreso se rompio, y dice que segun el otro dealer quiere hacer ventas que poreso encontraron tantos detalles, (el vehiculo se llevo a otro dealer nissan.)Dando a enteder, que todo esta en orden, y el vehiculo esta bien segun el mecanico de poway nissan,el vehiculo era de ellos antes por que lo tenian en contrato ******** or como se dice lease, ellos saben cuales son los detalles ********* y saben que no le hicieron sus puntos de inspeccin.

  

  Business response

  09/06/2021

  Hello,

   

  I was wondering if it would be possible to have the customer contact me directly. I am the General Manager and would like to speak to him/her in person.

  I tried looking up the name you included in the inquiry but I was unable to find a deal in that name.

   

  I can be reached at ************

   

  Best,

   

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

  Customer response

  09/07/2021

  I call by 4:02 and i records voicemessage and and I call by 4:15pm and I record voice messages because no one answered, so I provide my cellphone number so his can call me. Thank you.
  

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