ComplaintsforRed Rock Nissan

• Initial Complaint

  07/07/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Bought a vehicle and they didn't follow through with the repairs they promised to fix even after having the vehicle for over 20 days when I bought it.

  Business response

  07/19/2024

  I'm sorry about the confusion and frustration we may have caused.  The service manager, ***** ******* will reach out today and schedule all promised repairs.

• Initial Complaint

  04/16/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  I'm a victim of car fraud and they sold me a car about 75% worth more than what the car is even worth. I believe they forged my signature and changed the contract after I signed the first contract. All of the numbers changed such as the APR rate and the amount the car was sold to me for. They withheld my contract I signed and would not let me have a copy of it. I still have to pay over 19,000 when my car is only worth 5,000.

  Business response

  04/20/2024

  I am concerned to hear about how ******* experience went. I have called and left a message and am hoping for a call back. I am sure that we can find a resolution and a way to fix ******* concerns. I can be reached directly at ************ 

  Customer response

  04/23/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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.
  
  Regards,
  
  ***** **** *******

• Initial Complaint

  03/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  This was the 4th vehicle I have purchased from red rock Nissan, never had any issues before , that’s why to my amazement it has ended up this way , I purchased a Chevy Silverado 1500 , with the warranty, last month the transmission acted up , so I contacted the warranty company, I then took the truck to the approved shop for diagnosis, the shop diagnosed it with needing the transmission repaired, the warranty adjuster contacted me to let me know that my claim had been denied, and that red rock sold me a warranty on this vehicle that could not be warranted because of modifications, keep in mind I bought the truck this way and have done nothing to it other than general maintenance, the adjuster told me that my policy was now canceled and I needed to take it up with red rock, I have contacted them several times, and the service manager ***** is very polite , but is very quick to pass it off like not his problem, he did offer to look at the vehicle at my expense, and which I live over a hour from the dealership to have it towed there , also at my expense. Long story short I bought a pickup and a warranty to have the piece of mind if anything happened. Red rock needs to make this right !!

  Business response

  03/06/2024

  Spoke with ***, most of the frustration is with the service contract company. We are setting up for the truck to get towed in and find a solution to help get the truck repaired. 

  Customer response

  03/07/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau®:
  
  I have reviewed the response made by the business in reference to complaint ID ********, I feel this is a great first step to resolving the issue.
  
  Regards,
  
  ******* *****

• Initial Complaint

  05/17/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Traded in my 2018 nissan altima in May of 2022 and red rock nissan told me they were paying it off and going to get me in a truck the banks were closed so never was able to see final paperwork kept asking them when I needed to come in to sign final paperwork and they contacted me about a week later telling me I didn't need to come in and everything was taken care of found out today may 16th of 2023 that they carried over negative equity from the altima what was supposed to be a $21,000 truck turned into a $36,000 truck and the trucks not even worth half of that no idea how they got me approved for the loan but they did truck broke down a month later spent 2 months in the shop and then not even 13,000 miles later same issues and they told me there was nothing they could do for me

  Business response

  05/18/2023

  Mr. ****,
  I am sorry to hear you are upset with your experience here at Red Rock Nissan. I would be more than happy to sit down with you and go over the numbers on the contracts for the truck you purchased. Or we can look at trading it in to something you would be more happy with! Could you stop by the dealership at your convenience so I can sit down with you and make sure we get your situation resolved?
  Thanks, *****

• Initial Complaint

  02/13/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased a new 2022 Nissan pathfinder on August 30 2022. On December 28, 2022 I got into my very wet car. Took it directly to nissan service center and was told it was a faulty drain in my sunroof. **** the service man I had was terrible at giving me information. As well as ***** the assistant service manager. ***** has been very rude. According to them they replaced and tried to fix my drain issue 3 times. Then realizing my sunroof it's self needed replaced. I did see my car on the weekend of December 30th only to notice greasy hand prints on my headliner and visors. After that I mentioned that needed to be cleaned or replaced. I was told it would be replaced multiple times. I did finally receive a call from the manager ***** on January 28, 2023. He has been very helpful. But, my car is still as of today February 13, 2023 not ready to be picked up. I went to pick up my car on February 2, 2023 only to find my headliner and visors still dirty. They tried to clean them (which ***** said would happen) but not clean!! I then refused to take my car until it is. A brand new car that I haven't had for a month and a half of the 6 month I've owned it. I'm so frustrated and honestly think the car should just be replaced. I'm at a loss.

  Business response

  03/06/2023

  We are sorry that the experience with our service department hasn't been 5 star.  The sunroof assembly has been replaced, the headliner has been replaced, we had the car detailed and we made a car payment to compensate for the time it was in our shop.  The customer recently picked up the pathfinder from the service department. 

  Customer response

  03/07/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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.
  
  Regards,
  
  **** *******

• Initial Complaint

  11/22/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased an truck from read rock Nissan had it in my possession for two weeks and the transmission went out on it. The truck has been in there shop since then for longer than I have had possession of It. Now I get told by the warranty company that the clame for the transmission was denied because of impropriety maintaind vehicle up to the manufacturers specifications. Any items that needed to be taken care of should have been done by there used car department whitch also means that they should have caught the transmission issues before the put the truck on the line to he sold. Now this is my second truck from them in a year both with transmission issues. This company seams to have no problem selling lemons to people and charging well over blue book.

  Business response

  12/19/2022

  We fixed the transmission at no cost to the customer. 

• Initial Complaint

  10/20/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  9/26/22 $515.48 was paid for a part. The car sat for approximately 4 days. The part had to be reordered as the initial order was incorrect, so the car sat for about 4 more days. All the while, the insurance was paying for a rental car. Throughout the waiting process, multiple conversations happened regarding the need for a full car evaluation to determine if there were other issues with the car. I was told the evaluation could not happen until the part was installed. Once the part arrived, I was told we needed a new tire. Neither customer or insurance company ever received information regarding a full car evaluation. Insurance repeatedly requested photos which they never received. The car was released to us approximately 10/13/22 at the cost of $336.65. We were not provided with an invoice detailing what work was performed so have no idea what the $336.65 was supposed to have paid for. I was told the car needed an alignment. I took it to Brakes Plus. They could not perform an alignment because the tie rod ends were bent. See the attached document. I was told by someone who answered the phone at Red Rock Nissan Service, that service associate, ****** ******* ** don't know how we missed that." or something to that effect. Clearly the fact that this was not discovered while the vehicle was at Red Rock Nissan is problematic, leading to a dangerous situation. We received no invoice so I have no idea if a full car evaluation was performed as discussed. In fact, I have no idea what work was preformed and what parts were provided. Multiple individuals have attempted to contact our service associate, the service manager, and the general manager. None of these parties from Red Rock Nissan has taken or returned a call regarding this situation. Their unprofessionalism and disregard for the safety of their customers and the public is reprehensible.

  Business response

  12/19/2022

  Customer is coming in on Thursday so we can fix her issue. 
  

  
  

• Initial Complaint

  08/22/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We purchased a 2019 Nissan Armada SL (Certified Pre Owned) from the dealer on August 17th, 2022. We noted issues with the paint and requested it be buffed before we took delivery. The manage Cord agreed. When we went to sign paper work shortly after there was a charge for $1600 dollars for a ceramic treatment as well as 189 dollar charge for oil maintenance, neither of which were ever discussed or agreed upon. 3 days later the paint looks as bad if not worse than it did originally. Coby offered to have the buff job outsourced after everyone onsite insisted their internal guy was the best, however, noting the paint is known for issues and it may just be how it is. No mention of refunding the 1600 dollars and change we were charged for a service that unlikely was even performed but also was known by the dealership to be a pointless financial venture/investment. We have been inconvenienced for almost a week already and would like this corrected to an expected standard by either refunding the almost 1700 dollars for the ceramic treatment and buffing that if done, made zero difference - or have the panels in question painted properly.

  Business response

  10/03/2022

  Hello, we have received the compliant, and after review it was agreed that the vehicle would be buffed. However it was made clear that the vehicle paint would not be made brand new. We did the buff job as agreed upon, and did everything that could be done about the paint beside re painting the vehicle. We will gladly set up a repaint for you at customers cost. After reviewing paperwork you signed all documents agreeing to purchase all products, including ceramic coating and oil changes. Each individual contract was signed for each product. 

  Customer response

  10/05/2022

  Complaint: ********
  
  I am rejecting this response because the information they are providing is inaccurate.  I agreed to a ceramic coating, the buff was never done by the shop they promised as was conveyed in text messages from several of their employees including the sales person and sales manager. Each time they took the vehicle they held it for hours if not days not returning it until we called and complained only to get it in the same or worse shape.  Jose, Cobe and a 3rd person each acknowledged the fact it was not being handled properly via text message.  The car came back dirty and with more swirl marks than before they took it as if they ran a buffer over it without washing the road dirt and debris off of it.  Each time I called I was passed off to another person and never got the same person twice.  They also would not discuss anything in detail via email nor text message to ensure there was no written proof of their verbal commitments and insisted on phone or in person.  Fully exploiting the fact that I have a vocal disability and could not speak without great strain and discomfort for anything more than a very short period of time.

  What I signed was an agreement for a full ceramic coating to protect the paint AFTER it was properly buffed by a third party detail and body shop.  That never happened.

   

  This has been a sketchy deal and process since the moment we stepped foot on the lot.  And with no surprise I have not heard a peep from anyone at the dealership.  All of my text messages have gone ignored and unanswered.  We just want this made right for our family.

  
  Regards,
  
  ***** *****

  
  

  [To assist us in bringing this matter to a close, the consumer must give a reason why they are rejecting the response. If the consumer does not provide a reason the complaint will be closed Answered]

  Business response

  10/08/2022

  We can look at having the vehicle buffed again however black vehicles are one of the most difficult colors to make look perfect, which is why we never promised for it to be perfect. If you would like to bring the vehicle in we will gladly do another buff job on the vehicle and a new fresh ceramic coat.

• Initial Complaint

  07/25/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My husband and I took our Nissan to Red Rock to have a power steering pump replaced. They informed us we needed the whole system replaced and it would cost about $3400 to fix everything. We decided the car was not worth fixing. The dealership told us they could get us into a car we love and could afford. After looking at a few cars they showed us a jeep Cherokee that we loved. They where able to get us into it at our TOP dollar payments. We took it home and before we got it home the engine light came on. They had to tow it back and then insisted the only thing they could do was get us into another car even after we said we just wanted them to unwind the deal. They showed us cars with holes in the hood another the door handle was falling off one with head light covers that were burn ALL of the cars my husband test drove the check engine light came on. They finally showed us a Mitsubishi I told them I don't want this car I don't want any of these cars. They then told us we could take the jeep that was not drivable or one of the ones they showed us. They said we had no other choice. We took the Mitsubishi home and it didn't run right either. My husband is about to volinteerly surrender the car because we don't feel safe in it. They said they would look at it and we would possibly have to pay to fix it!! We didn't want it in the first place and we have no trust that even if they did say they would fix it for free that it would be fixed we have two children I do not trust anything from these people. My husband is about to lose his credit score he has worked his whole life for because these people forced us into a car we pleaded we didn't want.

  Business response

  07/28/2022

  We have talked with the customer over the phone, they decided to go and buy another vehicle before allowing us to resolve the issue. We swapped them vehicles after they had issues with the first one, unfortunately the budget they could afford would only allow for older vehicles with high miles. They have made the decision to repo the car that we sold them, even after we offered to have our shop take care of the issue.

  Customer response

  07/29/2022

  We did not let these people look at the car because we have zero faith that this company. After looking at 5 cars in total all having issues you come to the conclusion that you can not trust these people with your family's lives. The Mitsubishi was there second chance. They have constantly lied to us and we what no more contact with this company. We just want it know they are doing this people people. We returned the vehicle today AFTER asking the business again to do the right thing when he contacted me yesterday. Today when we were returning the vehicle the lady who helped us with the process informed us MULTIPLE people are being placed in similar situations by this business. The lady's own daughter was put into a situation like this but she knew what to do to help. Unfortunately we where not lucky enough to have someone to help us before it was to late. This company should be ashamed of themselves. I will be contacting Nissan to let them know multiple people in our area are being taken advantage of by Red Rock Nissan! In response to his reply about offering to look at the car he did offer when we first called and said if there was anything wrong we may be responsible for the repairs. Why would we even consider taking this vehicle back to them. He keeps talking about how we couldn't afford a better vehicle but we are now in a 2019 RELIABLE vehicle with less the 60k miles on it. All for the same payments we told them we could afford. This is just another lie they have told us. When he called he mentioned "now I have to deal with a complaint with the BBB..." Your complaint is your own fault imagine how we feel having a negative mark on our credit because of choices they made.

  Business response

  07/30/2022

  Initially when we sold the first vehicle to the customer on an as is vehicle we heard about the issues and promptly came up with a solution. As fixing the vehicle would have been to expensive for the customer and the dealership we both agreed that a different vehicle would be the best option. We picked out a vehicle that had passed its inspection and seemed like the best option for a reliable vehicle within the customers budget. We heavily discount the vehicle below its book value to make it fit in their budget. However management agreed that loss of profit on this vehicle was worth taking care of the customers problem.  After everything was resolved we talked with the customer and they assured us that they were happy with the resolution and thanked us for our hard work and dedication to resolving the issue, we let them know that if they had any further issues to let us know as soon as possible so we could get it resolved fast. The next day we heard that they had another issue with the new vehicle, we informed them to please bring the vehicle in at their soonest convenience so we could get it taken care of. We set an appointment for them to come in so they could get in and get out fast. The customer did not make it to that appointment nor did they communicate any intentions to buy a different vehicle at another dealership. After unsuccessfully trying to reach out to the customer to resolve the issue for a couple weeks, we had no choice but to assume the issue was resolved. Then after that we received a complaint request from the BBB. We would have loved to keep the relationship between the customer and dealership in good standing by allowing us a chance to fix the second vehicle, or "unwind" the deal if that was not possible. However the proper channels of communication were not taken to allow us to do so.

  Customer response

  08/01/2022

  I asked them multiple times to unwind the deal and was told it's not possible! Now you want to say it was after you have been told I did indeed turn the car in. You and your business should be ashamed of taking advantage of a young family and feel even more ashamed for putting them into unsafe vehicles! I would never put anyone in a situation like you put us in. This is getting no where it is clear you will never do the right thing.

• Initial Complaint

  07/21/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  On June 12, 2022 I initiated contact through TrueCar regarding a 2009 Toyota Highlander I was interested in buying. Through TrueCar I was told that I would be getting from $2275-4275 for my trade in. When I made the 8 hour drive from Idaho I came in and we started working through paperwork, Carfax, etc. The salesperson I’d dealt with previously was out of the office, which I knew ahead of time, so a different salesperson took over. All was going good until it was time to write the check, turns out I was only given $1000 for my trade and they had tacked a $600 fee on top of the “out the door price” Daunte had quoted me earlier in the week. At this point I was exhausted, and had a migraine from traveling all day, and I ended up signing because in that moment the thing I wanted more than anything in the world was to get to my hotel and get some sleep. I knew I was taking a bad deal. The next business day Daunte called to follow up about how everything was going. I asked him about some of the things that had happened, and asked if it was common practice. His responses during this conversation bounced back and forth between telling me I got a great deal, and that they essentially have to rip people off on their trade in order to give people a good deal on the sale. That doesn’t quite make sense because I lost between $1200-3200 on my trade, and with the extra fee at the end I ended up paying above book value. I’ve dealt with some shady and deceptive stuff from car dealers before, but I’ve never experienced being lied to by every single employee I encountered.

  Business response

  08/15/2022

  We apologies that you experienced this at our dealership, it is our goal to give everyone the best experience as possible when purchasing a pre owned or new vehicle. We do charge a dealer fee on every transaction, and it is advertised on our website, and at every salespersons station to avoid any surprises, as we try to be as transparent as possible. When we are dealing with trades that are unseen it’s hard to put a solid appraisal number on it as we cannot inspect the mechanical condition of the vehicle until we see it in person. The mechanical condition of your trade had checked out lower than what was expected and we did discuss that with you before you signed your contracts and you did tell us that you were satisfied with the deal from there.

  Customer response

  08/22/2022

  Complaint: ********
  
  I am rejecting this response because:

  More lies from red rock Nissan. I understand that you charge a dealer fee on every transaction. I saw the signs in multiple locations. But if I’m quoted an “out the door”price I would expect that fee to be included in that quote. Otherwise it’s not actually an “out the door” price, an honest salesperson wouldn’t call it that, and an honest dealership wouldn’t tolerate that.  I definitely understand that it can be hard to put a finger on the value of an unseen vehicle, but that’s why TrueCar takes into account the mileage of the vehicle being traded, the zip code where it’s being traded, and provides a range rather than a specific number. I must say absolutely nothing was done to avoid a surprise with my trade-in. I was told how much to write the check for without being told how much I was getting on my trade or anything more about it after your staff took the keys from me, I had to ask that information. It was at that point I was shown a break down of the price, the down payment I made for you to hold the vehicle, credit for my trade, and remaining balance. When I asked for an explanation that night of why it was only $1000 or any type of feedback on the vehicle, my question got punted as the guy who makes those decisions had supposedly left for the night already. The next business day when I spoke with the salesman, I asked for an explanation of why I was only given $1000. again, the question got punted that someone else makes those decisions and not the salesman, I requested a call from someone who could delineate specifics rather than generalizations for me why I was getting less than half the minimum bluebook value of my vehicle. I never received that call (I also made the  same request as part of this BBB complaint, but never received a call).  So not only were those things not discussed with me before signing the contract, those things have still not been discussed with me despite several requests. At this point I can’t think of a legitimate reason why it’s been so hard to get that information other than you know that you made a shady deal but aren’t willing to admit it. To say that my trade-in was not in as good of shape mechanically as anticipated is laughable unless there’s a specific issue I was unaware of, and since your staff have avoided providing any amount of detail I really have no reason to believe your staff are truthful in that regard. anybody who spent even five minutes looking at both vehicles would know that the vehicle I was Trading In was in better overall mechanical and cosmetic shape, and had lower mileage than the vehicle I was purchasing. I could tell from the pictures on the website this was going to be the case before I even left my home state of Idaho. I had my reasons for choosing to purchase the vehicle I did, and none of them had to do with the current cosmetic or mechanical condition of the vehicle I was purchasing. Every generalization the salesperson gave for the low trade in value applied more to the vehicle I bought than it did to my trade-in, with one exception. The vehicle I traded in would need detailed and the vehicle I purchased was showroom clean, which I thought was a given with trade-ins but the salesperson seemed to think it was worth mentioning and that it’s a reasonable explanation for giving someone between 1/4 and 1/2 the book value of the vehicle. Or maybe he just thought I’d believe that lie. I still haven’t figured out why there was a set of new mats for a Subaru Forester in the back of the Toyota Highlander I bought, that’s not shady or dishonest just bizarre. I do find it frustrating that when I got back home I had to spend nearly $2000 to replace the windshield and the tires before registering it because the state of Idaho deemed both to be in unsafe condition the way I purchased the vehicle, and about $1200 more in preventive maintenance the vehicle was behind on, but I took the deal and that was a natural consequence of me taking the deal. it’s even more frustrating that only 5000 miles later I’m currently waiting for the engine to be replaced, but again I accepted the deal and this is One of those things that comes with the territory of purchasing a used vehicle of such high mileage. I can say for absolute certain that the vehicle I traded in had a windshield free of cracks and tires with enough tread that the state wouldn’t deem them unsafe, and was current on all manufacturer recommended maintenance except for a tire rotation I’d hit the mileage for on the drive down. And I would be willing to bet that the engine has not needed replaced on my trade-in. I was never asked if I was satisfied with the deal, but your staff could probably tell by my body language that I wasn’t satisfied because I’m terrible at hiding that type of thing. When I spoke to the original salesperson the next business day, I made sure to let him know I was not satisfied. If he’d followed up and been true to his word on the things he promised to do, we might have resolved this without the BBB complaint. 
  
  Regards,
  
  **** ******

  
  

  [To assist us in bringing this matter to a close, the consumer must give a reason why they are rejecting the response. If the consumer does not provide a reason the complaint will be closed Answered]

*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. ↩