Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:08/28/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This business an automobile for sale on their website that was not for sale. This business refused to sell me a car at the price listed on third website.

  Business Response

  Date: 10/01/2024

  10/1/2024
  
  I am writing in response to BBB complaint #********. **** ***** visited Empire Lakewood Nissan on 8/3/2024 inquiring about purchasing a 2025 Leaf S model. At that time Ms. ***** decided to wait before purchasing the vehicle. As Colorado's largest sales volume Nissan Dealership seven years running, we offer the best value in buying a car in ********. With that said, on 8/28/2024 out of the 350 new vehicles sold that month, the dealership had sold 163 of the Leaf S models at the advertised price. Then  was then sold out. The ad was then removed per Colorado Motor Vehicle advertising rules. We are sorry that Ms. ***** missed out on this deal. We would like to help her get one of the 2025 Nissan Leaf models that we currently have ordered and are coming to the dealership that are available to buy or lease. The deal will be based, as always on availability and current offers that are available to us at any given time.

  
  
  Thank you,
  
  
  
  **** *********
  General Sales Manager
  Empire Lakewood Nissan
  ************
  ******************************************************************************************************

  Customer Answer

  Date: 10/03/2024

  I do not accept the response made by this business to resolve the complaint because the their response lacks truth.  First, I texted Empire Nissan 20 minutes before I was coming to buy the LEAF S, and they knew it was my intention to buy the  LEAF S, and they did not chose to communicate at that time that the LEAF S was not available to purchase.  Second, as evidenced by the submitted screenshots, the Empire Nissan website was not updated to reflect the lack of inventory the next day, or any day.  In fact, Empire Nissan ran the Bait and Switch through the Labor Day Weekend.  I would like for Empire Nissan to clarify, of the number of LEAF S' it "sold," how many were actually "leased," as the dealership receives a $7500 tax rebate for every EV leased.  It is not for me to prove or disprove the integrity of Empire Nissan, I have passed my experience along to other consumers and the *********************************** to make this determination.  Empire Nissan's unwillingness to take any accountability, or to address the problems with their website does not inspire my confidence in their integrity.  I chose not to purchase my vehicle from Empire Nissan.  

• Initial Complaint

  Date:11/22/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  i just took my carto nissan from ******* selling me the wrong battery and the battery terminals hitting. neg to pos. i thought it would be smart since they were the dealership. they texted me saying my car was ready and running and driving. i went to get my car. and on the paperwork it states the key fob doesnt work. it had no radio or navigation system ** in my car and my car shut off twice before i could get out of the area parking lot to make a left turn at the light. i told them ******* was paying i had a claim with ******* and they did half a job of fixing my car. i literally cant drive it without it shutting off . no radio or key fob which there definitely was before and now my claim with ******* was paid off for this half fix. im ******. who would ever want to pay half a fixed car. they kept telling me for two days its probably the ecu. and now i cant have my claim with ******* fix the real problem because they wanted to rush my car out the door. they also drove up my car on a flat tire. which i literally purchased the tires at discount tires a week and half ago. i feel like because there is some body damage in the back they are trying to get my car gone. the service man literally told my husband there could be ************************************************************************************************************************** park.

  Business Response

  Date: 11/22/2023

  Good afternoon. Thank you for trusting Empire Lakewood Nissan to help you with you 2007 ******'s issues. We are always a smart choice as we have *************** technicians and a very diverse tenure of Nissan Experts on our service team. Your vehicle was towed to us and approved to perform diagnosis of the concern "Vehicle will not crank to start. Battery was installed backwards". The standard process for any concern is to start with a diagnosis of each specific concern to pinpoint the cause of failure. Each concern starts at $170. So for instance, if a vehicle has 3 concerns, the initial diagnosis charge would cost $510 to pinpoint the failure of each of those concerns. We inspected your concern and found the main fusible link blown as well as the programming of the keys was wiped out from the Engine Control Module. We replaced the fuse and performed the programing and now the vehicle does start. While the vehicle was here, we noticed there is many other things wrong on this car and would require additional diagnosis time to uncover what those things are including subframe damage, radiator damage, suspension damage, among many other things. The tires are losing air pressure because the chrome on the wheels is in such poor condition that it is cracking and flaking not allowing the tire to seal to the wheel. This vehicle is in such poor shape that my team is not comfortable performing a general multi-point inspection as we would want to dive deeper as we can see some major serious issues. We are concerned with how safe this vehicle is to be on the road. There is a lot of damage to the outside of vehicle as well as Carfax reporting severe damage, total loss, and sold at salvage auction just 2 months ago. The additional time/cost we requested to perform this inspection was declined. At that point our services must stop as we do charge for our time, service, and expertise. It is what we are in business to provide. The engine will not stay running as the leak in the radiator is causing the engine to overheat and turn off. This does not have to do with the battery that ******* installed. We would have happily worked on your vehicle and provided more service if you were willing to accept the cost responsibly as your own. Unfortunately, you feel this is all *******'s fault, but as a Master Technician myself, I can not agree with your suspicions. This vehicle has a plethora of issues and my professional opinion is it should not be on the road without extensive service and repair that would far exceed the total value of this vehicle. 

  Customer Answer

  Date: 11/22/2023

   
  Complaint: 20904923
  
  I am rejecting this response because:

  this is negligence due to the codes that were sent to me were codes of electrical circuit and senor failures. i have repeatedly told ********************* that reverse polarity damage due to the battery can absolutely cause electrical circuit and sensor damage as well as have texted the nissan dealership website legitimate auto mechanic websites with written statements of reverse polarity damages can include electrical circuit and sensor damage.

  ************** ego is in the way and i have now contacted a lawyer telling me this is total negligence releasing my car unsafely and doing way under the average repair for damage that was done to the car by the reverse polarity. as well as have now called nissan corporation consumer services and have gotten a claim number as ********************* refuses to let a customer service representative talk to me or communicate with me at empire lakeood nissan
  
  Sincerely,
  
  *************************

  Customer Answer

  Date: 11/22/2023

  i also do not accept this response as the reply statement of the programming the keys were wiped out due to ecm. was not fixed. 

  Customer Answer

  Date: 11/24/2023

  this is like a doctor telling me broken knee is cause by an old scar. instead of a recent fall. the codes youve given me via email were electrical. as well have now maliciously threatened in writing to tow my vehicle on your property when i have in writing telling you i had lawyers advice on what i legally can do next. which was if i tow to another auto mechanics expert and this auto expert find more damages done from reverse polarity to the car- i can file claims for empire nissan to cover the repairs due to negligence. at this point now that my car was towed by me and AAA to an expert if they find any other damage due to reverse polarity i will be seeking claims. 

  Customer Answer

  Date: 11/24/2023

  also why are you illegally taking photos of my property - my car - on your private dealership lot without my permission to use for your own use on a public website of better business bureau? that is very illegal

• Initial Complaint

  Date:09/13/2023

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Empire Lakewood Nissan sold me a vehicle in July, I signed a contract with them through *************** I met all of my contract promises. They then took the vehicle and did not follow through with their end of the contract.

  Business Response

  Date: 09/18/2023

  Complaint #********
  
  To Whom It May ****************** a dealership, all of our conditional approvals are subject to final verification by the lender.  Mr. ******* contract was not funded by the lender.  We returned Mr. ******* deposit in full, he was not charged any usage fees.  Mr. ******* trade in was washed and returned to him.
  
  
  Empire Lakewood Nissan
  Empire Littleton Nissan
  ************

• Initial Complaint

  Date:04/20/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was sold on a 5 year Tire and wheel/rim protection for road hazard issues when buying my vehicle. The protection policy is by ****************************** (IAS). The finance department pushed this product stating it is a hassle free warranty that would replace my tire(s) and wheel(s)/rim(s) if any road hazard occurred in a 5 year period. Unfortunately, I had to submit a claim but was unsuccessful in receiving anything that I was reassured would be a simple and easy process. The claims department has done everything to make resolving this impossible. I contacted the dealership where I purchased the warranty and was told that this company is a known issue and they have had numerous complaints.

• Initial Complaint

  Date:12/21/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a vehicle here back in May 2022 and i went in on Oct 6 2022 to cancel the extended warranty. Finance Manager ****** said itd take about 6 weeks. It is now Dec 21, 2022 and it hasnt been cancelled. Ive been calling for the last 2 weeks and keep getting the runaround. *** left messages and never get a call back. I spoke with ****** today 12/21/2022 and he acknowledged getting my message but then never called me back. Keeps saying *** thats in charge of the refunds is out. He said that last week as well. Today 12/21/2022 I called warranty company and they have not received any cancellation notice. The warranty customer service said itd take ***** days to cancel from when they receive the notice. I want the extended warranty cancelled and thats all i want.

  Business Response

  Date: 01/06/2023

  *** spoke with ********************** and was able to cancel the Service Contract and issue a check on 12/23/2022.  The check was sent to the lienholder, and was cashed on 1/4/2023.  *** spoke with ********************** on 1/6/2023 and he verified the money had been applied to his account.  We apologize for the inconvenience this has caused ***********************

• Initial Complaint

  Date:11/29/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had my vehicle worked on at Empire Nissan. Thank the lord I have an extended warranty. Motor needed replaced. I was sent an estimate for complete engine replacement @ ******. Then it changed to ****** and by the time my warranty paid them, **** came to ***** ish. My warranty covered it the repair. Somewhere between the quote they sent me and what they charged my warranty company, it has gone up about $3,000. With NO clear existing after asking MULTIPLE TOKENS TIMES why cost keeps changing for the SAME repair !!! I NEVER had any issues starting my vehicle until my battery wires failed and my battery died, ( I could NOT start my car to burn up the starter). After they got the vehicle, they called me and said THEY had a hard time starting my car, that they tried over and over to start it. ( hence the starter burning up). Then tells me it a cost to ME to replace the starter THEY burned up. Close to *****. I did NOT have 1 issue starting my car while in my possession other than battery issues. They charged me **** bucks for a tear down cost to find motor failure. But would take that **** cost out of the repair if my warranty completely pay for motor swap. Which should have only been ***** NOT ***** !!! I have text messages with TOTAL cost at ****** then to *****. But they turned around and charged ***** to my warranty company!!

  Business Response

  Date: 11/30/2022

  Dear ****, we truly appreciate the opportunity to service your vehicle at Empire Lakewood Nissan. When vehicles breakdown, we understand how inconvenient this can be and we do everything within our power to make the situation as stress free as we can. Your Juke was dropped off with a concern of the vehicle having an extended crank with a no start condition. Our initial inspection revealed that the positive battery terminal had severe corrosion and that the 250 AMP fusible link was melted. These items were $195.24 as you can see on your invoice. Once we ensured proper power and ground we available to all computers and engine components we were able to diagnose the rest of the concern. The technician noticed the vehicles engine is turning over much slower than average. Once the technician tried to turn the engine over by hand with a ratchet, we could feel there was excessive resistance of the crankshaft spinning freely on the engine bearings. The lower oil pan was then removed for inspection of debris and we were able to see the evidence of bearing failure in the oil pan as metal debris was everywhere. At that point we recommended an engine replacement and called your extended warranty for authorization as the total now was going to exceed your $250 deductible. The engine portion of the repair for a new long block assembly was quoted at $10,869.13. This is a quite costly repair and thankfully you did have an extended warranty. We then fought on your behalf for coverage of a new part rather than a used engine as the cost was nearly the same. The extended warranty did not accept responsibly of the repair very easily. They force both of our hands to fully tear the engine down to the point of failure so they can see what happened. This required us to remove the pistons from the engine which required additional labor of $1520.45 that you agreed to in hopes of getting the engine covered. We determined that cylinder 3 was the cause of the failure and extended warranty finally agreed to help with this repair. The extended warranty initially only agreed to pay $6465.53 as you contract has a price cap of maximum allowable coverage. To both of our luck and I'm sure a very long conversation done on your behalf, the member care elite plus service contract company agreed to cover the full total of the replacement with teardown of $11665.94. Since this has been a long process, we wanted to try to offer something to show our appreciation, so we covered your cost of a rental vehicle at $75 per day. The pricing of the job never changed, we had only given you and the warranty company different options as far as a new engine vs new as well as new totals as additional labor was required for teardown of the engine to prove the failure. All of this was agreed upon via text. Your out of pocket total was $461.80 which included the fusible link replacement with labor as well as your deductible of your extended warranty. The $1575.00 total for the 21 days you were in the rental car was covered by Empire Lakewood Nissan. Once your engine replacement was completed, we can now start and drive your vehicle. Now that the engine starts and runs, we can see the starter is slower to turn your engine over likely due to the failed engine causing excessive resistance in turning over. We attempted to fight for you again on your behalf with your extended warranty, but again you were already at your limit and no coverage would be offered on their behalf at this point. You were quoted $712.06 for the starter replaced in which you became very angry with us as to place the blame of the failure on Empire Lakewood Nissan. To offer further because we want to help, we even offered to cover the labor of the starter install, which brought your total for replacement to $349.77. We feel this is more than fair as we have already covered the cost of your rental vehicle during this time. We don't ever change the price of a quote unless the scope of work has changed. We never perform repairs without authorization and if any additional work is needed, we will stop the current repairs, obtain a new estimate, and get authorization from the paying party at that time. I wish you had a different perspective of this entire transaction, but I can understand you are mostly frustrated with having a vehicle that broke and now have to pay some expenses out of pocket. If we can assist in any other way, feel free to reach out to myself directly at ************. Thank you, ***********************, Service Manager.