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:01/16/2024

  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.

  In August 2022, I went to heart nissan in order to have my transmission flushed. A few months later a check engine light appeared. Since I didn't have the money to fix it, The most I could do was get a code for it. The code would read that there was an emissions problem or 02 sensor problem. Naturally I had a lot of anxiety about this situation but was unable to fix it. Two days ago I got my oil changed at *********. Since I usually do my own oil, I never receive a report. This time I received the report that there was an open recall as a February 2022. Heart nissan never mentioned it, And when I finally called today was Treated incredibly rudely by a receptionist who insisted on making excuses as to why it was never fixed. Some of the ridiculous excuses that I heard were " Sometimes the alert system is inoperable." Or "sometimes we wont see it till "later". She expected me to believe that heart Nissan has less information about nissan's than ********* does. As if that releases nissan from some sort of liability. There was an open safety manufacturer's recall on a part that they neglected to even identify to me at the time. Using a car that is running a bad O2 Can result in a bad fuel mixture which can cause all sorts of issues (many putting my saftey at risk)For instance, A damaged catalytic converter. This neglect also happens to coincide with another complaint in which nissan refused to fix a plastic lining that they ripped off. I challenge nissan to respond to this by posting the service date that I went in to their facility(AUGUST 2022). And a legitimate reason as to why this safety recall was never addressed. And let it be known that any subsequent damage that has occurred to my car( Known or unknown) that could be the result Of this neglect, Will be the responsibility of Hart Nissan to correct.

  Business Response

  Date: 01/24/2024

  All manufacturer recall and campaign notifications are sent directly to the owners of the affected vehicles.  While we are sorry that the open campaign wasn’t performed at Mr. ********* last visit, we are happy to complete the work at his convenience as this is still an open issue as far as Nissan is concerned.  Please have him reach out to Harte Nissan’s service department to schedule a time to complete the service.

  Thank you,

  Erin T*******

• Initial Complaint

  Date:08/23/2023

  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.

  Brought my car in for diagnostic. My car was not working. I was told after 8 hrs that I had rodent damage. Dealership was unable to tell me where the damage was or any details. I brought the car to another dealership. No rodent was found. They quoted me at $7,200. The second dealership quoted me $400 for a cut wire. Vey unethical!!!! Very unprofessional.

  Business Response

  Date: 09/01/2023

  Ms. ******** visited Harte Nissan on 7/17/23 with an A/C concern.  Our full diagnostic inspection found chewed wires for the ambient air temp sensor in the front bumper which was causing an open circuit and fail safe reading. 
  
  We provided two options for resolution: a full replacement of the engine room harness or a less expensive (and less permanent) repair of the engine room harness.  We indicated that most customers prefer the full replacement and submit this repair to their insurance company due to the expensive (and longer lasting) nature of the repair.  At that time, we also discounted the diagnostic amount from $225 to $193 as a gesture of good will due to her expressed financial hardship.
  
  Ms. ******** left the dealership asking for time to consider her options and to speak with her insurance company.
  
  On 7/26/23 Ms. ******** returned indicating that she decided to go through her insurance company, ***********.  She noted a prior visit to ******* ****** with her insurance adjuster, but they could not confirm the failure from the surface level inspection they performed at that time.
  
  We spoke with the *********** adjuster who asked us why the vehicle had been to multiple shops.  The adjuster requested additional diagnostics to demonstrate repair findings.  Ms. ******** was clear that we were not to do any work whatsoever on the vehicle without her prior approval so we were unable to perform any additional diag testing.  We offered her the use of a vehicle during this further testing, but she declined.
  
  It is our understanding that Ms. ******** returned to ******* ****** to complete the repair work.
  
  Our discounted diagnostic fee applied to our original review of her vehicle, which she agreed to pay.  There were no additional charges at any time following the initial diag.
  
  We are happy to discuss Ms. ********’s concerns with her in person.  Please have her reach out to our Executive Manager, Damen P****** should she have any additional questions.

  
  Thank you,
  Erin T*******

• Initial Complaint

  Date:04/06/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  Last year January 2022 the steering wheel on my 2014 ****** would not turn. I brought it to the dealer to find out the rock and pinion was done and they ended up replacing it since it was under warranty. This year March 2023 I’m facing the same exact issue, rock and pinion. How is it possible that my vehicle was properly repaired and I am facing the same issue. And of course conveniently when my warranty ends. I spoke to them again and they are unable to tell me why or help me since no warranty. I’m ready to seek legal consult because this does not make sense.

  Business Response

  Date: 04/10/2023

  This issue was really a ****** *** one.  We were able to advocate for Mr. ******** with ****** and they have agreed to complete and cover the cost of  this repair as a gesture of goodwill.

  Mr. ******** is bringing his vehicle into the dealership today.

  Sincerely,

  Erin T*******

  Customer Answer

  Date: 04/10/2023

  
  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.
  
  Sincerely,
  
  ******* ********

• Initial Complaint

  Date:08/17/2022

  Type:Product 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 bought a brand new 2021 Nissan ***** from Harte Nissan in ********* ** in December 2020. Few weeks after purchasing the vehicle, the engine will not start and the keyless fab will not connect to the car to even open the doors. To support this statement, the first (1st) time it happened it was at my job in the parking lot at 11PM EST in the dark night. I had to be in the parking lot trying and trying to open the car while feeling very uncomfortable due to my safety but approximately 1.5 hours later, it finally opened. On the other hand, few more weeks after, the second (2nd) time the situation happened, I was at home trying and trying for the vehicle to start in which it did 20 Minutes later while right after I drove to Nissan service center in which they CLAIMED they fixed the issue by changing the battery. Moving on, few more weeks later, I was also at home for the Third (3rd) time and my vehicle would not open nor start once again where I had to call a tow truck to take it to Nissan service center in Hartford. In addition, they had my vehicle for 3 Weeks at the service center in which they claimed to assigned a specialist from another state to try to solve the problem in which the specialist stated that the vehicle has a new special type of battery where he alone (the specialist) was the only one that is educated on how to solve the problem. Fast forward to August 15 2022, the same problem came along once again which this time being the Forth (4th) time I had to call a tow truck ONCE again to bring my vehicle to the service center. Upon arrival one of the service technician at Hart Nissan is going to say and I quote "that need to put 1000 miles on my car a day to keep my battery charged enough and truck is not getting sufficient electricity for operational use" I am writing this on August 17th 2022 and I have came to the understanding that this vehicle is a lemon and I do not want it back and I need assistance in getting a refund Thank you

  Business Response

  Date: 08/22/2022

  Harte Nissan has been working very closely with the technical specialists at Nissan and following their guidance with regards to Ms. ****************’ vehicle concerns.  Most recently we replaced the Telematics Control Unit and battery.  As this time we feel the car is repaired properly and will be ready for pick up.
  
  If Ms. **************** is requesting repurchase, we recommend that she reach out to Nissan OEM directly at ***************
  
  Thank you

  Customer Answer

  Date: 08/25/2022

  
  Complaint: ********
  
  I am rejecting this response because: They stated that they have fixed the issue before and it is still reoccurring issue so obviously something is wrong with this vehicle and I do not feel safe nor comfortable.
  
  Sincerely,
  
  ******** ****************

  Business Response

  Date: 08/26/2022

  We have followed all recommendations made by Nissan tech line to repair this vehicle.  We are certainly sorry to learn that she is still experiencing issues.  We remain happy to assist if she wants to bring her vehicle back for further repair.

  If Ms. **************** feels uncomfortable in her vehicle, we suggest that she reach out to Nissan consumer affairs to open a repurchase request. It is only the manufacturer who can take care of this, not the dealer. We are happy to assist in any way possible.

  The Nissan consumer affairs number is ***************

   

  Thank you,

  Erin T*******

  Customer Answer

  Date: 09/02/2022

  
  Complaint: ********
  
  I am rejecting this response because: I am truly confused on what to do, I am truly scared of closing this case and it happens to me again down the road for this has happen on numerous occasions and because of that I am emotionally scarred and very nervous to drive the vehicle. Responding to your email on how much id for the vehicle its is $48,624.88.
  
  Sincerely,
  
  ******** ****************

  Business Response

  Date: 09/09/2022

  As we mentioned earlier, if Ms. **************** no longer feels safe in her vehicle and wants Nissan to repurchase it from her, she needs to contact them as soon as possible.  She should have a list of the history of the vehicle handy so she can share her concerns with them.  Nissan OEM is the only company that can approve any kind of repurchase. 

  To open a case, she should call consumer affairs- 1-800-Nissan1.

   

  Thank you,
  Erin T*******

• Initial Complaint

  Date:07/19/2022

  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.

  Worst place to take your car to be serviced and extremely terrible customer service! Was pushed around for months when my car needs to be serviced the engine was bad, called for months was promised a call back but never received any. I was then told my car couldn’t be fixed because there was no rental for me to use while they fixed my car this went on for 2 months with the same ** line by Allen J***** He was screening my calls promising to update me but never followed up. Finally I had enough I brought my car in demanding it be fixed because it started to shut off randomly putting me in danger. I was then promised an update the next day on how long my car will need to be fixed or what exactly was wrong. NEVER received a call on day 4 I decide to call, once again my call was screened and then I was told it would be fixed by end of day. Time was wasted getting a rental which ALLEN now is saying I won’t be refunded for. To make matters worst I get there and my keys, keychain and house keys are stolen! Now my safety is at risk because who knows who has my information and keys. Service manager Shane L********* was nonchalant about situation.

  Business Response

  Date: 07/20/2022

  Mr. ****** visited Harte ****** in May 2022 for an oil change.  During the visit we advised Mr. ****** that he had a check engine light on.  Our diagnosis indicated that the exhaust temperature sensor needed to be replaced.  Unfortunately, this part was on back order.  As the vehicle was still drivable, and he was out of factory warranty which would have provided a rental, he opted to take the vehicle until the parts came in for repair.

  
  He returned on Friday 7/15 and we replaced the exhaust temperature sensor under his ****** Extended warranty.  We had his vehicle ready for him on Monday 7/18/22. 
  We were unable to provide a rental car for him during this time due to the extreme and unprecedented inventory shortages we are currently facing.  We understand that there is growing frustration with these inventory concerns and we wish we had an abundance of vehicles available; however with the supply chain issues that are affecting folks nationwide this is just not the case.

  
  We wholeheartedly apologize about his keys.  We tried to go the extra mile to give Mr. ****** a complimentary clean and the cleanup department mistakenly misplaced them.  

  Mr. ****** reclaimed his keys earlier today.

  Please reach out with questions or concerns.

  Erin T*******

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

• Initial Complaint

  Date:06/16/2022

  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 took my vehicle in multiple times for service inquired about headlights being dim. They never mentioned anything regarding replacement of headlights due to settlement. On last day of warranty expiring they told me that was the last day. They further told me I had to reach out to nissan. Nissan advised to put in claim through the website (Nissan headlampsettlement) which I did. Website informed me my car was still within warranty, and they told me on their end it was not. Will add details later

  Business Response

  Date: 06/21/2022

  Ms. ******** brought her vehicle into Harte Nissan on 3/12/22.  During that visit, she mentioned that she received a notice regarding an issue with her headlights.  We called the Nissan Warrantee Claim Center on her behalf and they let us know that the legal settlement regarding her headlights had expired the day before.  They suggested that she go to the ****** ********* ********** website to file a claim. Ms. ******** indicated that she was going to ***** and that she would deal with this issue when she returned.
  
  On 3/25/22 Ms. ******** visited the website and they furnished her with information indicating that she was still under warrantee.  The information from this 3rd party site was unfortunately incorrect.
  
  We reached out to Nissan to advocate on her behalf several times following this incorrect 3rd party information.  Each time we were told that since this is legal action, Nissan cannot step outside of the parameters of the lawsuit.   Our Nissan representative suggested that she call the settlement hotline; which went to a recording.
  
  We suggested that Ms. ******** contact Nissan Consumer Affairs directly to open a case to see if there is anything else that can be done. She did this on Friday 6/17/22.  Nissan Consumer Affairs alerted us this morning that this issue is outside of their parameters and therefore can not assist.
  
  Unfortunately, the dealership is unable to assist without Nissan’s approval and Nissan, to this point, has indicated that they are unable to step outside the parameters of the legal action.
  
  Our only suggestion at this point is for her to pursue the warrantee settlement company.  Unfortunately, there is nothing more that the dealership can do to assist in this matter.

  Regards,

  Erin T*******

  Customer Answer

  Date: 06/21/2022

  
  Complaint: ********
  
  I am rejecting this response because:
  
  When I took my car in on the 12th of March, they told me to call Nissan which I did the same day. Nissa advised me to submit claim through *****************************, which I did the same day March 12, and the response came back stating that my car was still covered under warranty. I provided them with proof at that point is when they said they were going to reach out to Nissan while I was on my trip,and they were going to keep me updated. I was told when I got back that Nissan still refused to replace my headlights.I spoke to Sylvester over the course of March. He advised me to continue to submit claims through the same website ***************************** which I did again twice with the same response that my cat was still covered under warranty to keep track. I provided him with the proof, so according to him he can take it back to Nissan Corporate to show then what I provided. At this point the only other thing I had to do was have the headlights inspected to make sure they really did need to be replaced. I took the car into the dealer they sprayed some white foam on the headlights, and it did turned out that they indeed needed to be replaced. On that day Sylvester was not in the office, but the gentleman named Jamel which I have also dealt with, proceed to say that they were going to order the parts to replace them because they were going to be covered. He did say they were on back order and it was probably going to take a month or so to receive. I was ok with that because at this point I'm thinking based on that conversation they were being covered. After, about 2 months I called to follow-up on the status of the order which is when I was told they were not going to move forward with replacing them. That whole time of me waiting to receive a call for the parts, I was not notified of the change of plan. I came too have knowledge of this when I called to follow-up on the order. In addition, when I took my car in multiple times for service I mentioned my headlights being to dim. I even bought new bulbs for them to replace, and Jamel told me it was not a good idea because they won't last more then 4 months. The many times I inquired about it, and asked if my car had any recalls they never even mentioned the headlight they only mentioned the hood latch. On March 12th is when they told me their was a settlement on the headlights, but by then according to them it expired "how convenient", according to the website they advised me to submit the claims to said it was still covered. Never did they mention it prior. So, they knew and never mentioned it until they said it expired. I did everything I was asked to do for them to approve after they said they would replace them,to then renege on moving forward.The lack of communication and the going back and forth is absolutely ridiculous. Me driving the car with the headlights being faulty is dangerous and scary, not to mention a liability. Furthermore, the fact that they know/knew they needed to be replaced makes it even worse. At this point I feel as though my safety is not their concern. All I would like is to have ny headlights lamp replaced, so I can feel safe driving my car. Sincerely,
  
  ****** ********

  Business Response

  Date: 06/28/2022

  Unfortunately, the dealership has no control over what is a covered repair- we simply do the work as directed by ****** ***** ******* and they pay for the repairs.  The decision making power here lies with Nissan.  We have exhausted all avenues to advocate for Ms. ********.  Nissan has declined to assist.  We would love to complete this repair for her, but if Nissan does not approve the claim, we cannot move forward unless Ms. ******** opts to pay for this repair out of pocket.  The only recourse is for Ms. ******** to re-engage with Nissan.  The minute Nissan approves the claim, we will get her work completed. 
  
  We certainly understand Ms. ********’s frustration, and we have sent her concerns as far up the ladder as we can with Nissan corporate.  The dealership simply doesn’t decide what is covered and what is not- the manufacturer does.  We strongly suggest she reach back out to Nissan to state her case.
  

   

  Sinerely,

  Erin T*******

  Harte Auto Group

  Customer Answer

  Date: 07/08/2022

  Good Morning,

   

  I would like to reopen my case complaint ID #********. I'm looking to retrieve all detailed service repair orders/reports, for all service performed on my vehicle by Harte Nissan. In addition,  declined notes from ****** ***** *******, and any communications between dealer and ****** ***** *******.

  Business Response

  Date: 07/14/2022

  Attached please find service repair orders for Ms. ********.  Any records from Nissan OEM pertaining to Ms. ******** need to be released by Nissan.  Please have her reach out to Nissan directly to obtain that information.

  
  Thank you,
  Erin T*******