ComplaintsforFuture Nissan of Roseville

• Initial Complaint

  03/10/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On 3-8-23 at approximately 5pm I purchased a Nissan Frontier from ************. I conducted a 360 degree check on the truck and there were no damages on the truck. I requested an employee to drive the truck to my residence in Marysville. The truck was dropped off at approximately 6pm. I backed the truck into my garage, this was when I noticed two cracks in the windshield. The cracks are already starting to proceed through the rest of the windshield. I contacted the sales rep, and he told me he would talk with his manager. The sales rep contacted me on 3-10-23, at approximately 2pm and told me the crack can only be sealed and the windshield can not be replaced. I called the store and spoke to the manager ******, who would not allow me to explain, the situation which ultimately leaded to an heated argument. I requested a restart on the conversation to re explain the incident. ****** then told me per the ******************* since car was a used car and I had to evidence or documentation to show the crack on the windshield, Nissan will not replace the windshield. I explained to ************** did not drive the car off the lot, and there was no crack on the windshield at the time of purchase, therefore the crack happened while the truck was being delivered to my residence. I am extremely upset about this incident, and do not wish to purchase any further cars at future Nissan.

  Business response

  03/13/2023

  My name is *********************** General sales manager at future Nissan here in Roseville. This morning I reviewed the complaint and the phone conversation. After review I contacted the customer ****** and resolved the issue with the windshield and scheduled him for a replacement appointment for this Thursday to best fit his schedule. Customer is very happy with the resolution.

  Customer response

  03/13/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me.
  I am happy with the resolution and the professionalism of the **** Thank you again.

• Initial Complaint

  06/27/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought a used car. Which they claim went through there full inspection and passed. They pushed there after market warranty. Which I agreed on but after I came home and crunched numbers it wasnt worth it so I requested to cancel. I was then told I had to drive back to sign the paper (4 hours round trip) so I did they said they couldnt mail it or email it to me. On the way back the check engine came on. Within a few days of purchase. So I asked them to hold off until I could figure out what the light was. Turned out it turns off and on all all the time. Not sure how it passed smog to be eligible for sale. Then I was told I would have to wait at least 30 days to have it inspected and that if I canceled again within 60 days of purchase I would get all my money back ($3500) so I waited the 30 days then talked to my mechanic. We explained how those warranties usually arent worth it because I would still have to pay upfront and then a whole process to get the warranty to reimburse me. So I decided to not go through the warranty. Asked to go ahead and continue with the cancellation. Then was told I would have to drive back Again (another 4 hours) I get there and Im told they could have emailed me the paper. I could have signed it and mailed it back. After now 2 trips (8 hours total) I was then insured because it was less then 60 days I would get the full $3500 back. Well that was also a lie. I got $3194 back. They took $306 from me and then when I asked where the rest of my money was they did tell me I only had 30 days. In the 3-4 people I spoke to each told me something different. Theyve also called again because they needed a picture of the *** number cause they messed up again with dmv and Im still waiting on my plates and registration. Very unprofessional and scam people. Dont inspect there vehicles how they claim.

  Business response

  06/30/2022

  I have called ****** 5 different times to speak with and got no response back from her. I think there has been a misunderstanding from what she paid for the warranty and what her down payment was. She only paid $3194 which is why she did receive a FULL REFUND. Her down payment was $3500 which is why I think that could have been the misunderstanding. I am more that available to be reached by her is she so choose. Our standard operating procedure for a warranty cancellation is to come into the store so we can verify the odometer on the vehicle. For cancellations on vehicles that have been traded in we can receive the documents via email, only if they have a current dated copy of a odometer statement for when the vehicle was sold. I hope this helps and should she need to reach me directly please call ****** at ************.

  Customer response

  07/01/2022

  I am rejecting this response because:

  I work in a no cell reception area and work 10 hours a day which is why I am unable to be reached by phone. I would like to a copy of the document that shows $3194 as the price of the warranty because at this point I do not trust anything they say because no two people Ive spoken to have given me the same information. I assume they keep records of the purchase because the first person I spoke to said it was because I waited past 30 days. 

  Business response

  07/05/2022

  Please see second page of the contract we have attached.  

  Customer response

  07/06/2022

  I am rejecting this response because:
  

  I will accept that I received full payment but still want to make clear about the poor service and quality vehicles sold. It clearly wasnt inspected. The fluids were low or empty and the oil was dark and disgusting.  I was told you thoroughly inspect your vehicles before you sell. Clearly not since the most basic things werent done. I replaced the knock sensor myself cause it had a check in light on the week it was sold.The paper plates you provided expired on July 2nd because you didnt handle the dmv correctly and still havent received my plates from dmv. So I cant even drive it until I get them because you waited 2-3 months after I purchased to send the pictures of the *** which I took and sent because you failed to do the proper protocol when you sold it. I will discourage anyone from ever purchasing at that establishment. Enjoy your day. 

• Initial Complaint

  06/14/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased a vehicle 10/2015 that was stated to have a 7 year / ******* mile "certified pre-owned" warranty. I received documentation specifically stating the used car warranty applies to power train including transmission. My transmission has since failed as confirmed by an independent mechanic. Upon calling on 06/14/2022 both the Nissan dealer and the corporate Nissan number provided with the pamphlet stating 7 year warranty, I am told that the warranty expired in 2020. The dealer seems to have given me a warranty less than stated, and now my relatively new car has repair costs valued over the vehicle value and the dealer will not observe the warranty that was sold with the vehicle to do the repairs.

  Business response

  06/16/2022

  On 6/15/2022 I *********************** the *** called and spoke to **** about the warranty issues he thought he was having. I let him now from the picture he uploaded that the warranty starts from the in service date not the date of purchase. We went over all the documents and he was very understanding that he had not read that and had made a mistake. This issue has been resolved and we are both moving forward. 

  Customer response

  06/17/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me.
  
  

• Initial Complaint

  12/22/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My Car has a defective transmission known to the manufacturer. This has been in the public eye for a while. Defective CVT transmissions. They need to either fix the transmission within a reasonable amount. They are currently requesting over $7K and forcing me to buy a new car instead. Please help.

  Business response

  12/22/2021

  ********************** 2007 Nissan Versa is over 14 years old and has over ****** miles on it. The cvt transmission has failed and is not covered by any warranties at this time. ****************** has no previous history at this dealership. The last service history at a Nissan Dealership was in 2013 with ****** miles on it.

  We are not forcing anyone to buy a new car. We have had the vehicle here since October 12, 2021. We are asking ***************** to pick his vehicle up from the service department and pay his diagnostic ****.

  He is currently working with our sales staff.

  There is nothing else we can do other than repair the vehicle at ********************** expense.

   

  Thank you,

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

  Parts and Service Director

• Initial Complaint

  12/14/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  My wife and I purchased a 2021 Nissan Rogue from Future Nissan of Roseville on August 21, 2021. We have a couple of complaints.1. When sitting down with the finance person, we were offered an extended warranty; 5 years, ******* miles for $2,938. We immediatley said no, so then it offered again at $2,438 and we agreed on that price. We used our credit card to make the purchase. We also asked if it could be canceled if we changed our mind. After a couple of days we changed our mind and I went to the dealer to submit the form for a refund. Upon looking at the charge on my credit card I discovered that the finance person deliberately charged the higher price of $2,938. I became very upset and contacted the dealership. Communication with the dealer is the worst for not returning phone calls. Not trusting that the cancelation was processed management had me file another cancelation because they could not track down the original which was filed by the same finance person. Today is December 14th, 2021 and we have not yet received our refund. I have spoken to everyone at the dealer, Nissan of North America and Nissan Finance, and no one can or will assist us. We paid for the warranty in good faith and our money was taken immediately but we have waited 4 months for our refund, when and if we do receive our refund it should also include any extra interest we have paid on the loan due to warranty dollar amount. While we did receive an extremely low interest rate on the loan we do not feel we should give Nissan ANY extra money due to their inability to process our refund, even if it is 5 cents. 2. We used a buying tool called **************** buying in which the above dealer had an agreement with. The dealer did not or would not honor the advertised price, which was approximately $4,100 below what the dealer want once on site.I am attaching a copy of the 2nd attempt to cancel the warranty. I will also include a copy of the purchase date indicated by the contract.

  Business response

  12/14/2021

  We spoke to customer today and let him know the check went out last week to NMAC for the full amount.  We let him know that NMAC lost the original check we sent a few months ago and he said he knew about that.  Customer said he is happy that its sent again and will look for it on his next statement.  The issue seems to be handled at this point and customer is satisfied.  

• Initial Complaint

  12/01/2021

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I had gone in to look at a car on September 13, 2021. I was supposed to meet with a guy named ** who ended up not being there (?). I instead met with a guy named ***** who reeked of day old beer and kept scratching himself down there. Pretty gross. I had come in specifically for a 2018 Nissan rogue and had it pulled up on their website on my phone. They could not find it in their system and didnt know what to tell me.***** and I then took another Nissan rogue out for a test drive and took it to the parking lot where all the other cars are stored. Randomly enough he finds the vehicle in that parking lot, unlocked with the keys inside. ***** said that never happens, I dont know why thats like that. He told me to drive that one and he would drive the other one back. It was creaky at the time but i had never owned an *** so I thought maybe thats normal. I made it back to the auto mall and started asking a lot of questions like who had owned it before (it was leased) how to work the electronics, ECO button use etc. and was told everything works perfect on this car that it HAD GONE THROUGH AND INSPECTION only had ****** miles on it and was getting a great deal. After going back and forth on the price and the price of trading in my 2011 ***** Accord I decided I would buy the car. I more than regret that decision.I went to financing where they sold me an additional warrany. I misunderstood what I was actually being sold and didnt realize he was charging an additional $6000 on top of my already $18,000 loan. Obviously I could not afford that and would have never agreed had I known.On the drive home I noticed every little bump I will go over the front would squeak really loudly and then knew something was definitely wrong. I had to take the *** back to get the tint fixed (it was torn) and asked the rep to look at the squeak. He told me it definitely needed new caps, shocks and struts and that I had to wait 30 days for the (please call for more info out of room)

  Business response

  12/13/2021

  CUSTOMERS CONCERN HAS BEEN RESOLVED. WE FIXED HER CONCERNS. ******* STATED SHE WAS GOING TO REMOVE THE COMPLAINT

  Customer response

  12/13/2021

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me.
  I had emailed last week and asked that the complaint be withdrawn as they are working with me to fix the problem. Thank you!

• Initial Complaint

  10/29/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased Nissan Leaf on October 6, and purchased a service contract with it,.Then, I later decided I do not want the service contract, so I called them to cancel the service contract.I was told I have to do it with the same sales manager that sold the car to me, his name is ***********************.I called many times and transferred to his line, he never picked the calls, nor called back. I also left several messages but to no avail. I also sent faxes addressed to him.After couple of days, he emailed me the cancellation form with no instruction. I filled out the cancellation form and signed it and emailed back to him./Ever since then, I have not heard back from him. No information about what next and when I am expecting my refund and how it will be refunded. I called again and again after then, left messages, sent fax, to no avail. I even sent an email to their sales email address, yet no one reached back to **** need my refund ASAP, and this is a terrible way to treat a customer that just bought $40,000 worth of item.

  Business response

  10/29/2021

  Spoke with customer and cancelled his maintenance plan. Also explained to him that we had received the form he sent in and apologized for not getting a returned call.  That's not how we do business here.  Customer informed me he was glad it was cancelled and that i called to conform it with him.   

• Initial Complaint

  10/06/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought my car in February. It is now October and i have not received my license plates due to extreme negligence, indifference and lack of help. I did my smog which was a requirement to get my plates/ registration. After not receiving my plates, i inquired .. no one sent my paperwork *** i had to wait again. I kept checking and each time someone dropped the ball causing further delay. It is now October and i told i have to cone in and get it re smogged. I have to buy trip permits, wait at the dmv and lose wages. I have gotten zero answers to any of my questions regarding who is to blame ? What keeps going wrong just a brush off and more incompetence. I asked several times to have this matter transferred to a manager and was never accommodated. I cant change my insurance until i get my plates. I have out of state insurance. This has been completely inappropriate and i want this matter taken care of now

  Business response

  10/07/2021

  We contacted customer, and arranged for her to drop off the vehicle in order to complete the smog inspection required to finish the registration process due to the fact the vehicle was registered out of state.  The lienholder sent the wrong CA title originally, which caused the delay.  We received the Virginia title last week, and that's when we realized the smog wasn't done correctly.  We sincerely apologize for any inconvenience, we offered substitute transportation, a full tank of gas and detail while we have the vehicle, and will reimburse the customer for any receipts they have in regards to any additional fees they have paid for trip permits to DMV in order to be compliant.  

   

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

  General Manager 

*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. ↩