ComplaintsforThe Niello Company

• Initial Complaint

  09/27/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On 8-13-2024 I purchased a 2023 ************* from ***************** of **********. The vehicle was shipped to ******************* to my domicile. Upon inspection of the vehicle, the wheel lock key was missing. I contacted ***** **** internet sales, *** a general manager and *** ********** the sales person. After several phone calls I received an email from *** ********** stating to purchase the wheel lock key at my local Jaguar dealership and I would be reimbursed. I sent the invoice to all involved. *** stated that the reimbursement check would be mailed along with the Jaguar owners manual that was also missing from the vehicle. I received the owners a week ago. No check was mailed. On 9-26-24 I contacted ***** **** and *** through text messaging and did not receive a response. I telephoned ***** **** that afternoon, he stated that he would check on it and call me back in 30 minutes. He did not return my call. I am very disappointed in the service that I have received from this dealership. It took numerous calls to receive the second vehicle key and the owners manual. The only competent person that helped me was *** **********, he is no longer at the dealership. He followed through on everything I asked him to do. I would like reimbursement in the amount of $138.51 for the purchase of the wheel lock key. I submitted the invoice to all parties involved.

• Initial Complaint

  04/13/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  I sold my car to this dealership. The sales manager and I had an agreed price. I had the car trailered in because I had registered it non-op because I wasn't driving the car any longer and planned on selling it. He did the inspection and agreed to purchase the car for 65k. When we went inside he had me wait 10 minutes and returned with a total that was due for registration, late fees, and some fines. I told him the car was non-op'd and it was filed in a timely manner and no fees were due. He told me the only was they could buy it was if I paid the fees due to the **** I agreed since he was the expert here.Next day I went to the *** and told them what happened and what I was charged in penalties. The *** employee said that no fees were due and the car was non-op'd correctly. I reached out to ***** the sales manager and told him what I was told and he argued with me and asked for proof. I sent him the *** paperwork and that was the last conversation I had with him.I can email the *** paperwork but it has some personal info on it.

  

  Business response

  04/17/2024

  Thank you for bringing this to our attention, ******. We confirmed that the **** did not conspicuously state the non-op status of your vehicle. We will be issuing a refund to you for the fees paid.

  Thank you. 

  Customer response

  04/19/2024

   
  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

  06/24/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Back in April, I placed a REFUNDABLE deposit of $1,000 to order an i4. However, a change of circumstances in late May led me to request a cancellation. It was at this juncture that the saga began. As June arrived, my refund was nowhere to be seen, forcing me to air my concerns on ***********.On June 19th, I was contacted by a ******************** Manager from Niello **** who apologized for the mishap and ensured immediate action to expedite my refund. He even sent an email to another department with a refund request, copying me in the communication. The ball seemed to finally be rolling.However, it is now June 24th. It's been four business days since my interaction with *****. I have received no communication from Niello *** and no explanations for the delay. The silence and inaction are both puzzling and disappointing.This is not merely about a delayed refund. It's about the principle of respect towards customers, basic business ethics, and the integrity of service that a reputable dealership should uphold. It appears Niello *** has little regard for these fundamental aspects of business.Despite my initial respect for the dealership, this episode has severely damaged my view of Niello ***. It's embarrassing for a company of such stature to need public reviews to spur it into action. Customers should not have to fight battles to receive what is rightfully theirs, and customer service should certainly not involve such levels of stress and frustration.I must say that Niello *** has fallen far short of the standards I once believed they upheld. I am sharing this experience publicly in hopes that it can serve as a wake-up call for the dealership and as a caution for potential customers. At the end of the day, no one should feel like their hard-earned money is being held hostage, and no one should have to write multiple reviews to solve an issue that should have been straightforward in the first place. Niello **** this is simply unacceptable.

  

  Business response

  06/26/2023

  Hello ****,
  
   I Would like to start by saying thank you for this e mail as it is very good for us to know these things that we may not always be aware of, and I do apologies that this was at your expense. Like any relationship communication is key and I am saddened to know of your stress and frustration with our store as we do pride ourselves to be the best always.
  
    I am not sure yet of what the circumstances caused this to happen on our end, but please know we will dig deep to find out and do everything we can to ensure something like this does not happen again.
  
    Please feel free to call me directly at ************** so I can personally assist in a ****************.
  
    I do appreciate the time and consideration.

  Customer response

  06/27/2023

   
  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 have received my deposit back I appreciate your immediate attention to this matter.

• Initial Complaint

  04/27/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am a new mother and researched vehicles with high safety ratings. I leased a Jag ****** from Niello Landrover Jag in Roseville. When I went to register it at the onset of the second year of my lease (June 2022) I was unable to register the vehicle. I went to the *** and they told me that when the lease was originally done, the dealership had made an error and I could not register the vehicle until the error was resolved. They said I could not drive an unregistered vehicle, and if pulled over, they could impound the vehicle. I went to Niello with all the documentation and they assured me they would resolve it. I parked the car and drove my mother in laws **** ****** highlander so that they could resolve the issue. I called, I emailed, I went to the business. I was frequently assured they would resolve the issue but they did not. Finally around October of 2022 I told them I wanted to the turn the car in. They said they would take it back, no penalty to me, no cost (very low miles since it had sat for 6 months) as soon as the title/registration issue was resolved. I continued to call, and email and finally in NOVEMBER the issue was resolved. I took the car in and they told me it would be $12,000 for me to turn it in and terminate my lease early. I have done everything I can to resolve this. I don't want to drive this vehicle or have anything further to do with this company. They have given me the run around, requested proof of the *** refusal to register, which I have provided, and they will not assist me. I either want them to take the car back now or reimburse me the $5800.00 I paid in lease payments and insurance while I could not drive the vehicle due to THEIR error. No Payments were missed during the 6 months that I was unable to drive the vehicle. I want an apology too...I work full time and now have a 2 year old son, the stress, time and frustration has been unacceptable

  

  Business response

  05/09/2023

  We acknowledged an error in the initial paperwork and have since corrected the documentation. With that said, an error in registration documentation does not constitute buying a vehicle back. There was not an open recall for safety items preventing the customer from driving the vehicle. We do apologize for the inconvenience the paperwork caused. 

  Customer response

  05/09/2023

  I am rejecting this response because:

  Again, due to the paperwork issue on Niellos behalf, the vehicle was not registered for 6 months. According to the *** and the vehicle laws of **********, driving an unregistered vehicle can result in tickets and possible vehicle impoundment. According to the ***, I was to NOT operate the vehicle under any circumstances because if I was stopped, because of the ownership question which prevented proper registration, my vehicle could be immediately impounded. I was unwilling to run the risk of being pulled over and/or possibly detained, all while having an infant with me. It is also against company policy to drive an unregistered vehicle during the course of my job duties. For those reasons, I was unable to drive the vehicle for 6 months. I was willing to let Niello take the car back or compensate me appropriately for the 6 months (insurance and car payments) that I was unable to drive the vehicle. I was required to make the payments and maintain full coverage on the vehicle. I am absolutely not satisfied with Niellos response and I would like them to resolve the situation, either by compensating me appropriately for the costs associated with the inability to use the vehicle as intended, or release me from the remainder of the lease with no negative liability on my side. 

  
  

  

  Business response

  05/11/2023

  We have emailed the customer at ********************** and tried to reach her by phone at ************* however, no one answered and the voicemail box has not been set up. We've been unsuccessful in our attempt to reach her. If she could please call ** at ************, that would be helpful.

  Customer response

  05/12/2023

  I am rejecting this response because:

  I replied to Niellos response this morning via email. I am still awaiting their response as to how they are going to compensate me for the many troubles they caused me - either financially compensating me or by accepting the vehicle back and ending the lease immediately without penalties to me.

  
  

  

  Business response

  05/15/2023

  Our sincere apologies. Customer concerns have been resolved. 

• Initial Complaint

  02/15/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My 2020 Audi SQ5 was involved in a minor accident on August 4, 2022. I wanted to have the car repaired by a certified Audi repair facility in the ********** area. Niello **************** was the only option. I arranged to drop the car off on August 26, 2022.As of today February 15, 2023, the vehicle is still in the shop and the return date is uncertain. It's now been almost 6 months of waiting. I've heard about month-long waits for parts several times. I've heard that there is only one person certified to do Audi repairs and they are busy. I've heard about lots of issues.When I took the car there for repair, I expected a month or maybe 6 weeks of repair time. I had no idea this would turn in to a 6-month ordeal. I had a rental car for 1 month paid for by my insurance company. Otherwise, I've been completely without my vehicle. All this time paying for insurance expecting the repairs to be completed imminently.I've appealed for help with Niello Collision repeatedly (nice people but lots of excuses). I've talked to the general manager (sympathy but no help). I've talked to the Neillo Audi dealership service manager (sympathy but no help). I've talked to Audi of Northern ******* to request a buyback (declined to offer anything). All have been of no help. I could not even get a loaner car from anyone. I need this job completed properly in February 2023. I think Niello owes me $1k/month for loss of service of this vehicle plus $150/month insurance (6-1 months X $1,150k = $5,750).

  

  Business response

  02/20/2023

  We have spoken to ************** and do confirm it is a very unfortunate situation due to the fact that Audi NA could not supply the part needed to complete the repair on his vehicle.  The part has now been received and the  completion of repairs is a top priority.  In addition, ************** has been offered a loaner car until completion.

   

  thank you.

  Customer response

  03/16/2023

  I am rejecting this response because:

  Dear BBB,

  
  

  Thanks for being willing to reopen the case. Here is my response to *************************** at Niello. I am definitely not satisfied by her response and continue to press my claim.

  
  

  As of this moment March 8, 2023 I still don't have a clear estimate on when my car will be ready. The car was taken to Niello Collision on August 26, 2022. It has now been 194 days or approximately 6.5 calendar months without my car. 
  

  
  

  On February 16, I was able to get a loaner car from Niello Collision. I was offered this after 174 days, which is just a few days short of 6 months. I was without my car for most of 6 months before a loaner was provided, even though I had requested one several times. So everything I wrote in my BBB complaint about not having use of my car still applies:

  
  

  I've appealed for help with Niello Collision repeatedly (nice people but lots of excuses). I've talked to the general manager (sympathy but no help). I've talked to the Neillo Audi dealership service manager (sympathy but no help). I've talked to Audi of Northern ******* to request a buyback (declined to offer anything). All have been of no help. I could not even get a loaner car from anyone. I need this job completed properly in February 2023. I think Niello Collision owes me $1k/month for loss of service of this vehicle plus $150/month insurance (6-1 months X $1,150k = $5,750).

  
  

  So allowing for a month of repair time, Niello Collision still owes me $5,750 for the loss of use of my vehicle ($1k/month for loss of service of this vehicle plus $150/month insurance 6-1 months X $1,150k = $5,750).

  
  

  Sincerely,

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

  5713 ********

  ***************, ** 95762

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

  
  

  

  Business response

  03/21/2023

  Thankfully, ************** has finally received his vehicle from our collision center.  We do understand and do apologize for the frustration of the parts delay from Audi North *******.  Unfortunately, this circumstance has been completely out of our control.  We have provided guidance in contacting the manufacturer directly for assistance due to the delay.  Considering this vehicle was in an accident perhaps the insurance company can assist.

  Customer response

  03/25/2023

  I am rejecting this response because: approximately 4.5 months of the almost 7 month repair time was not impacted by parts delays. There were two parts delays that I'm aware of: 1) was a month delay early in the process and 2) was a delay of 1.5 months at the end of 2022. This adds up to 2.5 months of time spent waiting for parts. Eliminating the 2.5 months of waiting for parts, there is still almost 4.5 month of other delays. You cannot excuse the all the delays with 2.5 months of parts delays. The other 4.5 months were entirely in your control.

  I finally received my car back from repair on March 17, 2023. It was put into repair on August 26, 2022. I think Niello Collision was fully responsible for the car during this period. This was 203 days or approximately **** months of repair time. I maintain this is excessive and should have taken a month or so. Your company did nothing to help until the 6th month when you finally provided a rental car. 

  I maintain my position that you owe me for the loss of use for 6-1 = 5 months. At at going rate of $1k/month for any rental car plus the $150/month of insurance I wasted. You owe me 5 times $1150/month for a total of $5,750. Only a financial settlement will satisfy this complaint. I plan to pursue this case further in other venues if you make no effort to resolve here.

  Lastly, I want to say that I am happy with the quality of the work. The car seems to be working well and I'm happy with the lifetime warranty to me.

  
  

*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. ↩