ComplaintsforNissan of Torrance

• Initial Complaint

  01/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  Warranty Took my vehicle in for warranty issues on 12/22/2023. Refuses to fix warranty issues. Trying to add on additional repairs that aren't needed. I have pictures of my own OBD2 sensor showing DTC P00AF, indicating turbo actuator or high pressure turbo charger that is specifically detailed in Quality action campaign bulletins issued 01/06/2023.Reference: PC919, PC920. *************************** claims no such codes detected. But he wants me to replace fuel pump and fuel sending unit. This guy also wants me to pay $250 for a full diagnostics and add other issues that are not covered by warranty. Per Nissan warranty process, "Warranty repairs will be made at no charge for parts and/or labor, INCLUDING DIAGNOSIS AND TAX."

• Initial Complaint

  12/11/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  My car was totaled in a hit and run incident on 9/13 which was documented in a police report. Through the insurance claim process I got in contact with the Nissan dealership where I purchased the van to discuss the remaining refund owed from my extended service contract, with first email contact on 9/27/23. They assured me via email that day of the amount $3575, and said it would be resolved and paid within 4-6 weeks. They have delayed and delayed and told me things like they "just don't have enough time to get checks signed", "are splitting their time between two offices, etc". They only called back after 8 weeks of me emailing and calling once a week for an update, and because I left a negative ****** review. They still have not confirmed that the check has been signed or sent to my lender, so I am getting continually charged for a car $600/month which I no longer own, and which was signed over to AAA for scrap. All I want is for them to send the refund check to my lender (Golden 1 ************* and get this whole thing over with. This dealership cannot be trusted to handle basic matters of paperwork and processing. Financial suffering and brutal stress results for customers like me.

• Initial Complaint

  11/02/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  Hello I with too nissan of torrance for my passger set the leather was coming apart so they fix it so the back of the set the carpet is coming apart so I call them the next day to let them no ask me to send photos copies of what I was talking about so I did and still have heard from them and this been sent August I have had problems with this SUV every sent I had it I'm tried of going through this process with them so can you please help me with this. Still under construction

• Initial Complaint

  02/10/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have a warranty on my car I took it in the first time cause a check engine light was on brought it home the check engine light was still on after they said it was fixed through the warranty an plus it came back with a extra problem with squalling in the tire an light still on took back the second time for both problems they stil didnt fix it so now we have two problems took back third time because the stirring was hard to control now now we have three problems now they saying its a rack opinion an the warranty doesnt fix it the car was fine only took it in for the light they made these extra problems an dont want to fix it

  Business response

  02/27/2023

  During the customers 1st visit her concern was that her traction control light would go on and off. Our technicians found that there was an internal failure which is when we replaced the steering angle sensor; our technicians then test drove the vehicle to make sure the *** was no longer present, and it was not, so work was performed satisfactorily. On her 2nd visit customer stated that the traction control light was back on and solid after the 1st repair.  Our technicians connected consult and found *** c1143, as per ESM the *** Actuator needed to be replaced, due to internal failure. Once replaced ************** once again test drove vehicle to ensure *** did not return. On customers 3rd visit she stated that traction control light was flickering on and off. Upon our Technicians inspection there was no *** found. Using data monitor our technicians found that the front right wheel speed sensor was losing signal intermittently; we then checked the wheel bearing and found wheel bearing to be warped not providing proper reading to speed sensor. Our technicians then removed and replaced the wheel bearing. Upon the removal of the wheel bearing our technicians also found front right wheel hub seized along with wheel bearing and during that same visit our technicians found front right lower control arm having excessive play and replaced it. We then performed a 4-wheel alignment. ************** once again inspected the repair and vehicle was working as intended. Customer was advised that the passenger strut is bent, and the steering rack is jumping gear; however due to it being caused by an outside influence it is not covered under warranty and advised the customer of this. We are happy to assist her with the repairs needed so as long as she understands that warranty will not cover the repairs needed.

  Customer response

  03/04/2023

   
  Complaint: 19386696
  
  I am rejecting this response because:
  
  Sincerely,
  
  *************************

  Business response

  03/13/2023

  The customer was advised by her service Advisor ************************* that the Rack/pinion would not be covered under warranty due to physical damage that is not a manufacturer defect/outside influence. We advised her that the vehicle hit something which caused this damage. If the customer would like to involve her auto insurance as previously advised, they may cover it. We would be happy to assist her if Customer would like to move forward with the repairs.

   

• Initial Complaint

  04/26/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I went to buy a car at this dealership on the day of 04/12/2022 I agree on a Nissan Altima 2022 when I went to sign the paperwork in finance I met a lady named***** she's that one that did my paperwork, she told me about a protection for the car that it was to protect the paint and the interior of the car she said that it was included, when it was time to sign I sign the first page than she ask if she could sign for me since it was done digitally in an iPad so I said yes since it was faster and all she need to do is press a button that said SIGN, and we wanted to get out of there because we were hungry and we already been here like 4 hours, so when i got after a couple of hours I started reading the contract and I saw tha they were charging me $***** for the protection plan she said it was already included she never mention it was going to cost me ********** dollars I went back to the dealership 3 times they had me going back and forth the last time I was there they said they were gonna call me, is already been a week and no one has contact me about it.

  Business response

  06/09/2022

  Business Response /* (1000, 5, 2022/05/12) */ Customer had been in with concerns regarding the protection sold to him. Customers contract indicated that he signed for this protection plan and was explained by both the Finance representative and our General Sales Manager. Customer has wrote reviews and provided a negative review. When we received this BBB complaint our Executive Manager and I (Customer Relations Manager) reached out to *********** he did not answer so we left him a detailed voicemail. Unable to resolve if customer does not answer or call back. Consumer Response /* (3000, 7, 2022/05/18) */ (The consumer indicated he/she DID NOT accept the response from the business.) They're lying I did not sign the contract the lady doing my paperwork her name is lily she ask if she can sign the contract for me since it was a digital signature and said yes. And I was never told that I was being charged $**** for that protection plan that I never requested, they call me left a voicemail I did call back and they didn't even know who call me they were transferring me to the seller who has been calling me asking me to leave a positive review and in return he was goin to fill up my tank in the car, they been doing that to every customer to get positive reviews. Business Response /* (4000, 9, 2022/05/20) */ I spoke to Mr.******** on 5-20-22 regarding his DuPont protection plan. I want to make sure that I clarify a couple of the statements made by Mr.********. 1- **** did not sign any part of the contract for Mr.********. We use E-contracting so the customer really only has to sign once, and there after we can apply the signature. **** did go over each page with Mr.********, and after explaining it is when she would ask for approval to apply his signature which he agreed to. Not only did he sign for this Protection Plan electronically but He also hand wrote his signature acknowledging the amount and items purchased. The customer also has a copy of it. 2- We do no give gas for Reviews. I explained to Mr.******** that we ask for a Review and survey based on the experience provided by his Sales rep. the gas is a thank you for taking your time to do so as it is important to us. If the review is a positive one that is just a plus for us. We do not bribe for reviews or anything else. After speaking to Mr.******** and asking why he signed for something he didn't want he stated that **** seemed nice so he really didn't feel the need to review what he was signing, he admitted that he should have. Ultimately him not reviewing his contract at the time of signing is not our wrongdoing. We have agreed to cancel the protection plan although it has already been applied, not because we did something unethical but because we want to do right by our customer. He states he didn't know he had signed for it, although he has the contract that states it very clearly and the amount paid. We understand the "Customer is Right" mindset. The Customer has tainted our name on social media and provided the lowest ratings on his Sales Reps survey, we find it easier to give him his way to avoid the harassment. He will be coming in next week with a written letter by him stating he wants the Protection Plan cancelled and understands that the money will not go to him it will go to the Lien Holder as the amount is being financed. Customer has a clear understanding of all that we discussed.

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