ComplaintsforNissan of Van Nuys

• Initial Complaint

  07/25/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  June 29, 2024.I came out to purchase the 2019 transit connect wagon.I told the salesman **** multiple times that I did not want to have the theft device and I was told that it was not optional and could not be taken off. At least three times. He told me something about recouping the cost because they sell their cars at such a low price. What a heap of bologna!Now looking at the contract that I signed with ****** (finance) on the OPTIONAL page I see that the theft device is on there. I tell him, this is optional, then they call **** back into the office and he explains a fourth time that they cannot remove the device. I feel like I got strong armed to spending $1495 (plus tax) more dollars than necessary for something I did not want and has no use to me. Not once was I told that it was a 3 year subscription, nor was I provided any information or documentation on how to use the device I unwillingly was forced to purchase to take my dream vehicle off the lot. This is not a good business practice.

  Business response

  07/26/2024

  Dear *****************************,

  Thank you for bringing your concerns to our attention. We sincerely apologize for any frustration and confusion you experienced during your recent purchase of the 2019 Transit Connect Wagon.
  I would like to clarify that our In Touch VP Tracking System is installed on all our vehicles as part of our dealership's comprehensive security measures. This policy is clearly stated on the addendums displayed on the windows of all our vehicles. Our goal is to ensure the security and protection of our inventory, which, in turn, benefits our customers by safeguarding their investments.
  We understand that you were informed multiple times that the theft device could not be removed and that this was communicated by our sales team,including ****. The tracking system is integral to our dealership's security protocols and is factored into our pricing structure to provide competitive rates while maintaining high security standards.
  However, I regret to hear that the optional nature of the device on the contract caused confusion. It is our responsibility to ensure that all aspects of the purchase are transparent and understood by our customers. We apologize if this was not the case during your experience.
  We value your feedback and will use it to improve our communication and customer service processes. If you have any further questions or would like to discuss this matter in more detail, please do not hesitate to contact myself or *****************************, General Manager directly.
  Thank you for your understanding, and we appreciate your business.

  
  Sincerely,
  ***************************
  General Sales Manager
  Nissan Of Van Nuys
  *********************
  

  
  

• Initial Complaint

  02/09/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  On Saturday, January 13, 2024, I visited Nissan of Van Nuys to purchase a 2019 Maserati Quattroporte. *******************, the Sales Manager informed me that they installed Nexus InTouch VP GPS System on all the cars because they had problems with a couple of cars being stolen from their lot and that I would have purchase it for $1,495 to acquire the car. I told him that I did not want it and people knowing my whereabouts every minute as I have been gun robbed before, and he stated that it was mandatory for the purchase, and that the finance company requires it. After reviewing the sales documents, I discovered that the Pre-Contract Disclosure" clearly states, The following goods and services are not required as a condition to obtaining financing terms for the purchase of the Vehicle: Optional Theft Deterrent Device(s): IN TOUCH VP THEFT. I returned to the dealership and showed ****** the document. He then stated that they can not remove it because they do not know where it is located in the car and Nexus do not tell them, and he stated that I saved thousands of the sales price so he does not see what the problem is. I told him that the Nexus Technician who install the systems on their cars on a weekly basis can easily uninstall it. He would not budge in his position. I am asking that the Nexus InTouch VP GPS System be removed from my vehicle IMMEDIATELY, and that I receive a FULL REFUND of the $1,495 plus Tax that I was illegally and deceitfully forced to pay to acquire the car; and that NISSAN OF VAN NUYS be investigated and fined by ALL Government and **************************** for the fraud, illegal and unethical business practices that they have done to me and other customers, and to protect future customers. If is clear that they are placing the Nexus InTouch VP GPS System in their vehicles to stop the loss and theft of their vehicle inventory, but at the expense of their customers by forcing them to buy the Nexus InTouch VP GPS System to acquire their cars.

  Business response

  02/26/2024

  Dear Mr. ******************************** apologize for the inconvenience and frustration you experienced during your recent visit to Nissan of Van Nuys. It is certainly not our intention to deceive or force customers into purchasing additional products or services they do not desire.
  Upon reviewing your case, I understand the discrepancy regarding the Nexus InTouch VP GPS System and the pre-contract disclosure. It was never our intention to mislead you or violate your rights as a consumer. I sincerely apologize for any misunderstanding or inconvenience this may have caused.

  In light of this situation, I am pleased to inform you that we will be issuing a full refund of $1,495, for the Nexus InTouch VP GPS System.This refund will be processed promptly, and you should expect to see a check cut to you soon.
  Please accept our sincerest apologies for any inconvenience this may have caused. We value your business and strive to provide exceptional service to all our customers. If you have any further concerns or require assistance, please do not hesitate to contact me directly.

  Thank you for bringing this matter to our attention, and we appreciate your understanding and patience as we work to resolve it.

  
  Sincerely,

  
  ***************************
  General Sales Manager
  Nissan of Van Nuys

  
  

  Customer response

  02/27/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. I greatly appreciate Top Management's commitment to business ethics and customer service, and to see that the actions on one individual those not reflect the policy and business practices of the entire company. I will await to receive the Refund Check as it will reflects actions that coincide with their words. I am also grateful for the Better Business Bureau assistance and support in resolving this problem.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  10/18/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  This was a bait and switch, which turned into a nightmare. I was there for a ****, said it was "just sold"...but i would like this car. I am handicapped and went in with my service dog...and was obviously easy prey. **** (the salesman) was nice (of course) and would only let me test drive it around the block (1st indicator something was wrong)...then sat me at a table with ****** (evil asst ************** kept pressuring me to buy the car, I asked to to see the papers he had in the folder, and when I was within an inch of getting it...he would pull it away. It was freaking me out that I wasn't shown any papers AT ALL. Then I tried to text an acquaintance who worked at a dealership prior...trying to tell her he was making me really nervous and rushed, He tried to grab my phone, and said "I can text faster than you" (that happened twice)...which I said "NO" both times. He became more agitated and yelled "how dare you compare woman to me!" and stormed off. I finally got up with my service dog and went into the car, and started crying. **** came out and said if you just give me a check for 36K, we can get this done. NOTHING FELT RIGHT. I wish I would have driven away, but **** did his 'salesman spiel' on me. I wrote the check, and then when my service dog and I came back in, he sat me at a table FOR 5 hours. They did everyone but me. I was exhausted, and wasn't seen until 11 pm!! There was a heavy set unpleasant mafia-type guy. He kept saying "sign here...sign there"...never explaining what I was signing or initialing. There was also some place that said "something expired in a month"...and I said WHAT IS THIS...and he said, or that's actually 100K. Then at the end, I saw a Car Fax...that said it had 2 accidents! I said what is this to ****! **** said he didn't know anything about it either. They had 5 hours to show me anything!! I ended up taking the car in tears, knowing I was being frauded, and couldn't protect myself. The car drove badly on the way home...even an idiot light came on. I tried to call everyone on what to do...and was frightened and put a stop payment on the check at 11:45 pm. (***** agreed with me)...I took the car back in 2 days....and took pictures, and left the keys. In the pics you can see a corroded box in the car, and a defective molding around passenger window. They never washed the car, or filled the gas,, or fixed the damaged scratches inside the door. Which they promised ALL that when pushing the sell on me. I had to take an Uber home (which I have never done), and then continued to try to contact places to protect myself from them. Someone from ****** came over to try to help me contact a lawyer and BBB, etc. I was a a complete mess, and felt so stupid that I was a victim of fraud! Then the ****** place had the nerve to bring the car to my house, and leave the keys on my doorstep!! I was furious. Some mafia guy called a couple days before...and said 'something' about the car...and when I only got to say the bait and switch part...he hung up on me!! Then on Friday I got a disgusting text from him...*************************. **** is the *** of my company I work for UTA. Then my name is *******************. I told ******************* or ************************* to call me right away, He asked who I was...I said You called me.. Then said "if i called chances are it is concerning an unpaid item to my clients or maybe I'll call you tomorrow. ***" I replied "Not unpaid....PURE FRAUD! Already filed a complaint" He replied "Leave me alone Please" I said "no you called me and hung up" he then stupidly said "We spoke yesterday and no one called since (whatever THAY means!!) then he wrote "However check you wrote clearly said in memo section you knew you were purchasing a **** vehicle Clearly Leave me alone" I answered "****? Your as on the ball as them. i will include you in my complaint". When you look at my memo on the check there is NO ****, ****, or 2020. THEY FORGED THAT. I HAVE THE **** COPY...THERE IS NO DATE ON IT!!!! He then wrote" Bueno Clear as day you write 2020 on memo section on check The vehicle is yours" I wrote "Nope! Unless YOU are giving it to me...which is not mine. It's YOUR problems. YOUR fraud(s) and I have proof. It can sit there forever....maybe you are unaware of the MANY frauds and evidence.....He never answered again. I have checked the copy of the check memo...so THERE is NO date...they are illegal frauds and thief's and bully's. They act like the mafia. Did they think writing in 2020...would prove there point. IT ONLY SHOWS YET ANOTHER ILLEGAL ACT.They should be closed down immediately (look at they're ****** reviews...wish I had) I want my check back, and for them to get there piece of c*** of my property NOW!I believe the police should be involved in the forgery, as well!!I have tried to contact as many agency as possible...but I am not tech savvy...and I am ill, and all the stress has hastened the pain for the surgeries I need.PLEASE....DO SOMETHING! Thank you,***************************

  Business response

  10/28/2023

  Dear ********************,

  
  I am writing to you as the General Sales Manager of NISSAN of Van Nuys. First and foremost, I would like to express our sincere regret for the distress and inconvenience you've experienced. It is always our goal to provide excellent service and transparency to our customers, and we apologize for any miscommunication that *** have occurred.

  Upon reviewing the series of events that transpired during your visit, I would like to clarify a few points:

  
  Test Drive: Our policy for test drives can sometimes vary based on several factors, including vehicle availability, current store traffic, and more. We apologize if you felt this was restrictive; it was not our intention to make you feel uncomfortable.

  
  Documentation: We always aim for transparency with our documentation. Any delay or reluctance to show paperwork is not standard procedure.

  
  Vehicle History: We provided you with A CARFAX document including all facts of vehicle as we received it from CARFAX.It is a crucial piece of information that every buyer has the right to know.

  
  Payment: The stop payment on your check caused the deal to be voided. We respect this decision, and I want to assure you that we have no intention of pursuing any financial obligations from you regarding this deal. We have also made note of your concerns about the memo section of your check. We maintain strict protocols about handling financial documents.
  
  In conclusion, I want to emphasize that at no point did we force or coerce you into purchasing the vehicle. The deal has been officially rescinded, particularly given the stop payment you enacted on your check. We have no intention of holding you to any contract or obligation, and the vehicle is no longer under your name or responsibility as we had also found out that you purchased another vehicle similiar to the one you had purchased from us the day after our sale. 

  Once again, I apologize for the distress you've experienced. Our aim has always been to maintain trust and a positive relationship with our customers. If you have further questions or would like to discuss this matter in person, please do not hesitate to contact me directly at **********************.

  Warm regards,

  
  *************************** General Sales Manager NISSAN of Van Nuys
  
  
  
  

  
  

• Initial Complaint

  08/14/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I tried to re-negotiate the lease on my Nissan Leaf. I went to Nissan ******** and instead of trying to help me with my lease renewal, they sneakily made me purchase the car on a loan with terrible interest rate. The car is barely worth $13,000 dollars. Now I'm paying a loan for about $30,000 dollars. The manager of the store, ************************* is the only one who could had sorted this out for me. I tried calling them, I even went back to them the following day to explain that they made a big mistake and I had no intentions of buying the car. It's been over 2 months since then and despite my best efforts, nobody contacted me and nobody helped me to resolve the issue. I don't have the money to buy the car and I have no credit rating. I explained this to them multiple times. They want over $500 dollars a month but I can barely afford $250. I'd like to give the car back but Nissan refuses to help me with this case. I asked to give the car back the next day. It's colossal mistake. I'm 82 years old and we're in the middle of a writer's strike. There is no way I can afford to pay so much for an old car. I've been clearly scammed and there's nobody to help me. Please help me resolve this situation.

  Business response

  08/14/2023

  Complaint ***********

  Dear Mr. *************************************** have thoroughly reviewed the complaint you submitted to the Better Business Bureau regarding your recent experience with our dealership. Firstly, we would like to extend our sincere apologies for any inconvenience and stress this situation has caused you.
  Understanding the gravity of the matter, and after looking into your specific situation, we acknowledge the following:

  Lease Buyout Clarification: We understand that there has been a misunderstanding regarding the lease buyout. The residual value or buyout price at the end of a lease term is set by the leasing company. However, the financing of that buyout, including the interest rate and loan terms, can be managed through our dealership but ultimately are set forth by Nissan ***************************** Nissans captive bank. Our role as a dealership in the lease-end buyout is primarily to facilitate and manage the required documentation for the transition. We acknowledge that the process might have not been communicated clearly or appeared to be convoluted, and we deeply apologize for any misunderstandings that arose from this but at no time did we try to take advantage of you as your terms where already negotiated when you originally leased your vehicle in the form of your residual.
  

  Timely Response: We sincerely apologize for the delay in our response to your concerns. Every customer's concerns should be addressed promptly. 

  In conclusion, I want to express my sincerest apologies for the challenges and confusion you've faced regarding your Nissan Leaf. It's never our intention to leave any of our customers feeling overwhelmed or unsatisfied with their experience at our dealership. I believe we have several viable options that might offer a solution:
  

  Trade Out of Vehicle: Depending on the current equity position of your vehicle, trading it in for a more financially manageable option might be feasible. We could explore vehicles with promotions or incentives that might be more aligned with your budget.
  

  Refinance Options: If you're more inclined to retain the Nissan Leaf, we can discuss refinancing options. By partnering with various financial institutions, we might be able to secure a lower interest rate or a more suitable monthly payment structure for you.
  

  Personal Assistance: I assure you that, should you choose to come back to our dealership, I will be directly involved in finding a solution that aligns with your needs. Your comfort and trust are paramount, and I'd like the opportunity to restore both.
  

  At your earliest convenience, I invite you to our dealership for a one-on-one conversation. We can sit down, evaluate your current situation in detail, and explore all potential options.
  Again, I deeply apologize for any inconvenience and hope that we can move forward in finding a resolution that puts you in a more comfortable position.
  

  Warmest regards,
  ***************************
  Nissan of Van Nuys 
  
  
  
  
  

• Initial Complaint

  06/12/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Unanswered

  More info

  My friend went to the Nissan dealership to lower the payments on her car. When she got there they told her they were going to evaluate her car. When the agent returned they asked her if she had a cosigner my friend didn't understand why and that's when she called me and I spoke to the agent on the phone and agreed to cosign for my friend. They drove out Valencia to get my signature. When they arrived they told me to sign on the designated areas but the paperwork was not explain at that time, I did hesitate to sign due to not seeing my friends name. When I asked the agent about that he said I was going to be the co-owner. That is not what I agreed or was told over the phone. During this time I was at *********************** with my family when the agent came to get my signature. It wasn't a time or place where I can be able to read the contract but I did question the agent and I wasn't going to sign but I did feel the pressure from the agent to sign. He was just eager for me to sign without explaining the contract or telling me that I will be the owner he said I was a co-owner but yet my friends name did not appear. The agent didn't explain or tell me about the contract of cancelation agreement. This happened on May 28, 2023. My friend returned to the dealership ready to return the car on May 30, 2023. At this time they informed me that the paperwork was not completed yet and they will not take the car back because it was funded. The paperwork was not proceed by the bank and the dealship so how can they say it was funded, that was my arguement. My friend and I didn't have and were not given any paper work at all, all we had was the paper on the window for DMV. They told me to return on Friday, June 2, 2023 to see what they can do. When I returned on Friday I requested a copy of the contract and they refused to give me a copy. I found out that Santander consumer USA was the bank that approved the loan. I called them while I was in the dealership and explained the situation. I told them how I was given mislead information and that due to my and also my friends financial status we can't be the owner of the car. I did file a complain with *********, they were going to do an investigation and follow up with the dealership. They did inform me that the contract can be unwind. The bank told me to speak to sales manager *************************** to have contract unwind. My friend and I went on June 9th to ask for the contract to be unwind and the sales manager said that the bank does not tell him what to do, he said the car was funded and that there was nothing that could be done. I did ask for a copy of the contract because I still did not have one. During this time they requested my fingerprint. For two weeks neither my friend or I had a copy of the contract until I gave my fingerprint. Once I got the contract it is ridiculas how the car is ********* and to go up to ********* they more than doubled the price that was going to be paid at the end. I just feel that they took advantage of the whole situation and were never honest and didn't give any type of explaination. If things were explained correctly I would have never signed to be a cosigner or co-owener. I was just pressured and not given time to read the paperwork. It was not right that I asked for a contract and wasn't given one until two weeks later. I did feel the my rights to return the car were violated and not explained.

• Initial Complaint

  05/04/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Unanswered

  More info

  I took my Nissan Rogue 2021 for and oil change and when the car was return to me the front windshield was broken when it was return to me. I spoke to manager and service director Luciano carbone said they were not responsible. And we're not going to fix it. Also stated the warranty was not going to cover it. And offers me to pay $700 and they will fix it. I asked to speak with upper management and was given the run around. I spoke to multiple individuals and no solutions. I hope the owner of Nissan see this****** wishing rad and have a talk with their employees advice them to provide better service and accept responsibility for the damage done to my car.

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