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:10/10/2024

  Type:Sales and Advertising 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.

  I took my 2009 Nissan Murano to Hilltop Nissan bc the Airbag light was flashing on the dashboard. The service department said that the airbag sensor was defective and replacing it would solve the problem. After installing a new sensor they called and said that the new sensor didnt solve the problem. I asked them to put back in the original sensor and not charge me for the new one. They refused to do that. I had to pay over $1600.00 to get my car back and nothing was ********** of service was 9/30/2024 Dealership phone number is ************ Service advisor is ***** ****** Their invoice lists my wife ***** ******** as the customer

• Initial Complaint

  Date:08/26/2024

  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.

  The email we sent last week on Thursday 8/22/24 Im writing to express my deep frustration with the ongoing lack of response and action regarding the service promises made by your dealership. Over four weeks ago (7/24/24) before purchasing the vehicle, we were assured by ***** that the windshield on the vehicle would be replaced (it's cracked) and touch-up paint would be completed. Despite multiple attempts to schedule this work with *****, it has become clear that we are being given the runaround instead of receiving the service we were promised.This situation is unacceptable. We trusted your dealership to handle these issues promptly and professionally, but instead, we have been met with delay after delay, accompanied by empty promises. Today, I took the time to read your ****** reviews, and its clear that were not the only ones facing this problem. Many other clients have reported similar experiences of unfulfilled promises and poor service.We demand immediate action to resolve these outstanding issues. We expect a firm appointment date within the next 48 hours and a commitment that the necessary work will be completed without further excuses or delays.Please be aware that if this matter is not resolved to my satisfaction, we will have no hesitation in posting a detailed review of our experience online, adding to the chorus of dissatisfied customers. Additionally, we will contact the Better Business Bureau and other relevant consumer protection agencies to escalate this matter.We expect a prompt response outlining the steps that will be taken to rectify this situation immediately.

• Initial Complaint

  Date:05/08/2024

  Type:Order 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.

  Hanlees Hilltop Nissan sold my father a Nissan Altima. They have been relentlessly calling my father *********************** to bring his vehicle in for service. They have no one that speaks spanish. He requested that someone speak spanish for him. They called him a "fucking salvadorean" (even though he is mexican) and kicked him out of the dealership and threatened to call the police. He was simply requesting a spanish speaker to explain to him why they kept calling him. The Dealership refused to even speak to my english speaking mother, who is the primary driver of the vehicle. They have a contract for a service package and they are now refusing service.

  Business Response

  Date: 05/22/2024

  Good afternoon.  This complaint has been forwarded and reviewed by the people who witnessed and were involved in the incident that day.  The set of events you have listed and the set of events the employees listed vary in some ways. 

  I will just review the facts here, so we can come up with a resolution.

  1.  We do have Spanish speakers at this location.  In fact, there was someone on duty that day, and **************** was made aware.

  2.  **************** has a extended warranty through EFG and a maintenance agreement through Nissan.  The warranty can be used at any of our Hanlees locations and the maintenance can be used at any Nissan location.

  3.  If **************** doesn't want the warranty and/or maintenance any more, he is free to cancel it and a prorated refund will be issued to the lienholder of the vehicle.   It will reduce the principal balance of the loan.  If he chooses to cancel it, I would need a signed cancellation form returned to me.  I have attached a copy.

  Let me know how I can help.

  Customer Answer

  Date: 05/23/2024

   
  Complaint: 21686526
  
  I am rejecting this response because: The dealership threatened to call the police and kicked my father out of the dealership when he requested to speak to someone in spanish after the dealership spammed him with service related phone calls and did not ever put him in contact with anyone who spoke spanish at the dealership. They repeatedly hung up on him and then gave him attitude when he arrived in person. The employee who greeted him then kicked him out should have first found someone who spoke spanish when my father requested to speak spanish. MY father said that young man did not speak spanish, but his own, different native language (in his broken english) and the employee misunderstood him (because he obviously doesnt speak english) and said my father was harrassing him instead of finding someone who spoke his language. He should have taken his mind off a potential commission with a sale and actually provided customer service and got him the help he needed. Instead, he tried to help my father himself, misunderstood broken english then escalated the situation which would have been a non issue if he had actually taken the proper actions. I will never refer anyone to your place of business. To refer my father to a dealership in another city over your employees misunderstanding of broken english is wrong considering we only live up the street from your dealership. You are missing out on future business from our family and anyone we come across who even breathes the words that they are considering buying a nissan in our circle. My family has purchased two vehicles from you and I myself have looked at vehicles there.
  
  Sincerely,
  
  *******************************

  Business Response

  Date: 05/23/2024

  Again, I apologize.  I wasn't there when these events transpired.  There are two versions of events here.  The managers of this department have addressed this complaint with the parties involved.  I'm sorry if you feel we can no longer service you.  Unfortunately, there was a miscommunication on both ends.  If you require further resolution, please let me know.

  Customer Answer

  Date: 05/23/2024

   
  Complaint: 21686526
  
  I am rejecting this response because: I would like my father to be able to take his second vehicle that hes purchased there for service and be able to speak to someone in SPANISH without a repeat of what happened. It's offensive to get thrown out after spending 40k+ there over a language barrier.
  
  Sincerely,
  
  *******************************

• Initial Complaint

  Date:09/26/2023

  Type:Billing 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.

  How about this way? I want to make a big complaint about Nissan dealer on ******** ** a possible purchase from the beginning of a Nissan Rogue vehicle which when negotiated and my credit ran out and after this the vehicle was denied due to an error by the seller and the manager at the time it was ke I denied the vehicle and as a second option they offered me another one, there was a price negotiation plus the warranty included in it and at the end when I was home they charged me for the warranty which I immediately complained after this the saleswoman treated me like a criminal just like the manager for refusing to show me my SSN card, which in none of the other times that I have purchased vehicles did they require it...In the most attentive way, I need you to take this case seriously, please I'm filling to very bad.

  Business Response

  Date: 09/26/2023

  I'm sorry you felt you were treated unfairly *******************************.  Unfortunately, when a customer comes in to purchase a car, we have to submit all your information, vehicle information, income and loan amount over to the bank.  ******** that is going to purchase the loan lays out the guidelines of what is required.  In this instance the bank was requesting your proof of income and your social security card.  Us, as the dealer, don't need to verify this information, the bank does, as it is their money on the line.  Again, I apologize if this wasn't explained to your properly.  I'd be happy to set you up with someone else at one of our other locations that could possibly help you and explain all these details.

  Customer Answer

  Date: 09/26/2023

   
  Complaint: 20649298
  
  I am rejecting this response Because Once again I reiterate the harsh reality of what happened: bad professionalism, the lack of tact and customer service on the part of the saleswoman who speaks my language and the lack of professionalism of the manager. I replied Hiba in search of the 2022 Nissan rogue with a price on the Nissan internet of $25,000 with ***** average miles when I drove it and returned to the dealer between the saleswoman and me with my daughter in my language I asked what the best price was she answered ****** that it was They had just lowered more. I answered, Are you sure? She answered yes. I suggested she check carefully and she answered, I'm telling you ****** and I can give you that price. There is a deal. She extended her hand to me and she extended her hand and we accepted the deal. He asked me for my ID and SSN number, I gave him my REAL ID CA and I gave him my insurance number to run my credit which is almost 800 and 20 minutes later he comes out with the argument that he was wrong, from there everything started badly, to end this Disagreement with the second option, I just wanted them to remove the forced collection of the guarantee and perhaps I would have paid it in cash or I would have obtained the credit myself but unfortunately they behaved in a rude manner and with a lot of professionalism. If anyone buys anything it is not mandatory to buy the warranty whether it is new or used this is an option. Something that I also want to add and that also happened in the signing of documents, I was given a document regardless of whether it was blank, unfilled or written, asking me to sign it and well, I refused to fill it out, he explained to me in English what it was for and he also explained to me in English. I refused, my daughter interfered with me, thinking she didn't understand, explaining to me what it was for and for me to sign it to my daughter in Spanish. I told her to never sign something blank or without writing because you could get into something serious, never do it.
  Thanks 
  

  
  

  thank you.
  
  Sincerely,
  
  ******* *****************************************************

  Business Response

  Date: 09/27/2023

  Again, I want to apologize for your negative experience.  You experience will be addressed with the parties involved.

  Customer Answer

  Date: 10/02/2023

   
  Complaint: 20649298
  
  I am rejecting this response because: I don't know what else I have to do or say, I see that this is going nowhere, the dealer's only reply that they are sorry, but I still think that their lack of professionalism was serious, in addition to WHY running my credit twice instead of just once. and AFTER the contract was finalized and signed and I with the vehicle already in my house I can only say that at that moment I realized the extra charge... There is no point in continuing with this but many other people could be affected by deception .
  
  Sincerely,
  
  ******* *****************************************************

  Business Response

  Date: 10/10/2023

  I have emailed the customer directly to try to find out what kind of resolution he seeks.  I am waiting his response.  I've copied the email I sent to him below.

   

   

  Good afternoon *****************
      I've seen your complaints to the Better Business Bureau.  I responded a few times, but I am unclear on what kind of resolution you seek.
  I apologize if you were made to feel badly during the transaction.  Like I said in my previous response, I'd be happy to set you up to speak with someone else at one of our other Hilltop locations and see if they can possibly help you secure a vehicle and loan.
  Please advise the resolution you would like to see happen.
  Thank you.

  Customer Answer

  Date: 10/11/2023

   
  Complaint: 20649298
  
  I am rejecting this response because: BBB thanks for your attention.
  The truth is, I don't think I'll continue with this case, but I'm also going to comment on it to a television station and the only thing I know is that these dealer people took my credit. I repeat it twice, I don't know why I have the alerts twice. , the second I just wanted them to cancel the insurance guarantee (this guarantee covers repairs or future damages that the vehicle may have) this guarantee is optional, it was just removing it and everyone was happy but unfortunately it was not like that they made me feel like a thief identity.
  
  Sincerely,
  
  ******* *****************************************************

• Initial Complaint

  Date:01/18/2023

  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.

  they sold us a warranty for exchange for a lower interest i ask and told him we didnt want any warranty on a new car it should have a factory warranty already he insisted or else he couldnt gave us a 6.9 interest intead he said that interest rate would be 11.percent that i felt he was cheating us in to this deal. i want them to cancelled that additional warranty and i want to advise people not to get cheated by this scammers nissan hilltop finance loan employee

  Business Response

  Date: 01/24/2023

  We dont tell customers they must purchase optional products to get a lower rate.

  We present them with their options so they can make an informed decision.
  

  After we received the complaint we gave the customer the option of coming in to resign 

  the contact without the service contact.  Customer opted to do so.