ComplaintsforManchester City Nissan

• Initial Complaint

  06/18/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  6/17/2024 I would like to file a foul complaint for retaliation. I have an existing foul complaint documenting the unfair, unethical, and deceptive business practices when I purchased the vehicle new. My car was towed to the dealership on 05/12/24 with a cvt transmission failure. The vehicle was not repaired until today 6/1762024 and the service advisor I had was Ed. My case # with Nissan consumer affairs is ******** and I was working with Austin ************* and his supervisor Lashondra ###-###-####. It took two weeks to diagnose the Cvt transmission and approximately 3 weeks to repair the transmission. The lack of communication from Ed was vague and unacceptable and I documented my concerns with Nissan Consumer affairs. Austin stated I may have to tow the vehicle to another dealer for lack of communication. Austin stated they would pay 50% of the repairs which I wanted a total amount which he never got. I told Ed when I called him I needed the total cost not an estimate which he said he would check and I waited on the phone for 8 minutes. He then stated it was $2400 and they were not charging me for diagnosis and the total was $2400 which I then verbally agreed to. I called the dealership three weeks in a row and Ed stated by the end of the week and I told him I was in a rental car that was over $2000 in fees so far and asked for a loaner they said no. I told lashondra I felt they were purposely impeding my due process and told her I was worried they were going to pull a fast one with regards to the $2400 total. On 6/17/24 Ed called me and stated the vehicle was done and the cost was over $3000 which he denied saying the total was $2400 and that was an estimate which I knew they were going to do. I reached out to both Austin and lashondra the same day and they never returned my call. Enclosed are my rental car bills and I am being forced to do a voluntary surrender repossession of my vehicle due to this gross injustice by the dealership.

  Business response

  07/03/2024

  Responding to compliant  ********

  Please note Mr ******** Originally bought his car September 21st 2021 and at time of his vist his car had 97600 miles.

  Customer visited ***** Nissan prior and they replaced radiator due to an accident and adviced him that he need a transmission and he is out of warranty he declined to fix.

  customer visited our service depertment on May 13th 2024 and he asked us to replace his tranny but when quoted $6800  he declined the repair and his car was here for a long period of time , customer contacted consumer affiar at Nissan Motors and they agreed to pay 50% of the repair as a goodwell

  we were notified of Nissan particbation and arranged for customer to come down and authorize the repair and agree to pay 50% and Nissan pays 50%.

  Once he  authorized the work , we ordered  and installed his tranny but he refused to pay the bill after the job was done. at no time we promised him a rental car, nor the cost is 2500 as he is claiming his car had over 96000 miles and according to our master tech  was not serviced properly and been neglegted.

  As of today we have not been paid and we got contacted for his bank to pick up car it looks like he volunerlry surrender it as a repo.

  supporting documents are avialable at your request.

  Please note , no payments are made for the repair as of today. 

  Michael H*****

  ###-###-####

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

   

• Initial Complaint

  08/03/2023

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  On 6/27 I shopped for a new car on the Nissan website, put in my zip and they contacted the closest dealership. Manchester city Nissan, soon after I received an email from them stating that if I buy a car before the end of the month they would make the first months payment for me. I responded to the email, soon after I received a phone call from the dealership to setup an appointment. I made the appointment for the next day, and I bought the car on the 6/29 Now that it's come time for the first months payment, they haven't made the payment, and they started dodging me. Every time I call I get transferred around, hung up on, or sent to voicemails that don't get returned. The monthly payments are $948.81 through Nissan acceptance finance. The car is a 2023 ****** ****** Vin: ***************** The sales associate was Zamalaya

• Initial Complaint

  06/15/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  My complaint is about the failure to disclose information about prior damage done to the vehicle. On Friday, June 9th at 5:30 pm I came in to sign purchase documents for a 2016 Nissan ****** from Zamaly G*****. I wasn’t shown the vehicle or given the keys to inspect it. I had explained to Zamaly that this was my first time purchasing a vehicle so I didn’t know what to expect. I reviewed the car fax and no damage or accident was reported. When I spoke with Zamaly and Aiham A******, I asked if the vehicle was involved in an accident or had any damage. They responded “no” to both questions. After signing the paperwork I was finally given the keys then Zamaly left for the night. When I went to see the car I noticed there was damage on the passenger side door and there were obvious signs that someone touched up the paint (see picture). I walked back to the office but the doors were locked and they closed for the night. Since the office was closed I didn’t know what options I had. I went home and immediately emailed Zamaly. It’s been six days and I haven’t received a response from Zamaly. At this point, since there was undisclosed damage I am requesting to return the vehicle and get a refund due to undisclosed prior damage. I kindly ask that you contact me by June 26, 2023, so we can discuss next steps.

  Business response

  06/15/2023

  I JUST LEFT THE CUSTOMER A VOICE MAIL , AS YOU SEE FROM THE PICTURES SHE PROVIDED THE DAMAGE THAT SHE CLAIMS IS A MINOR DENT ON A 7 YEAR OLD CAR PER CAR FAX AND OUR INSPPECTION THE CAR NEVER BEEN IN AN ACCEDENT TO THE BEST OF OUR KNOWLEDGE , IT IS PERFECTLY NORMAL FOR A 7 YEAR OLD CAR TO HAVE MINOR BLEMISH,THE CAR WAS PRICED ACCORDINGLLY. AND THE CUSTOMER SHOULD HAVE NEVER BOUGHT THE CAR IF SHE FEEL THAT IS NOT ACCEBTABLE.

  I PERSONALLY CHECKED SALES PERSON EMAIL AND WE NEVER GOT A CALL OR COMPLIANT FROM CUSTOMER.

  EVEN THOUGH WE ARE NOT OBLIGED TO TAKE CAR BACK AFTER A WEEK , I LEFTR A VOICE MAIL TO CUSTOMER TO BRING CAR BACK

  I WILL BE MORE THAN HAPPY TO TAKE CAR BACK.

  THANK YOU

  Customer response

  06/22/2023

  
  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.
  

  I would like to add that I returned the car but I haven’t received a refund yet  I was told that they are waiting for the title, however, *** advised me that since I was canceling the registration the car title was never transferred to my name and remains under Nissan. I’m just waiting for the refund to formally close this complaint. 

  
  Sincerely,
  
  ******** *******

• Initial Complaint

  12/05/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  05/20/22 Amount paid: 36,140.90 What the business committed to provide: warranties Nissan finance loan: ***************** 2020 Used ***** Nissan ****** Stock No. ********* CUST# ***** Manchester City Nissan has sold me above vehicle with multiple additional warranties that I did not agree to for the price. When I asked any questions on what these warranties would cover, employee would have to go look for supervisor, Aihamh A*******, to explain to me the details. Employee and supervisor only ever told me how much monthly payments would be with the price of my car factored in, not how much each warranty was individually. When I was shown the retail purchase agreement with everything detailed, I realized and did not sign it because it was too much. She said she would fix it on her computer and have me sign electronically but was having trouble. She went out looking for her supervisor again but everybody in her department had gone home for the night. Financial employee at dealership was still training and should have not been left alone in closing a deal without proper guidance. I was charged $9,000 for these 4 warranties (*********** **** *********** ***** **** **** ******** ********* **** ******** * ***********), 100 for ** Trade in Fee when I didn't trade in a car, and $516 for TLP Fee. I still have original paper retail purchase agreement unsigned that required my signature. I reached out to dealership multiple times without getting a call back. I had to drive out there in person for them to actually to do something and even then they said the best they can do it refund me for one of the warranties which is the ***** **** **** ******** ******** of 2,500. I specifically asked if entire amount and taxes would be refunded and supervisor said yes. ***** **** **** sent them a check in August to apply to loan account and after hassling them they have finally done it this week for only the amount of 2,370.50. I'd like a refund for all warranties that have not been used.

  Business response

  01/18/2023

  I went over the compliant, and the finance manager in ****** spoke Spanish at the customers request

  And so there will be no issues with paper work or any protection the customer purchased.

  Customer did come in and only elected to cancel on of the items he bought , as he saw a value of an extended warranty.

  I will be gladly cancel any additional warranty at customers signed request. And adress any issue he or she might have.

  If he can call me at my cell phone

  ###-###-####.

  I assure you it will be resolved to customer satisfaction.

  I truly appreciate your help with this matter.

  And looking forward to resolving all the outstanding issues for Manchester City Nissan.

  Business response

  01/18/2023

  I went over the compliant, and the finance manager in ****** spoke Spanish at the customers request

  And so there will be no issues with paper work or any protection the customer purchased.

  Customer did come in and only elected to cancel on of the items he bought , as he saw a value of an extended warranty.

  I will be gladly cancel any additional warranty at customers signed request. And adress any issue he or she might have.

  If he can call me at my cell phone

  ###-###-####.

  I assure you it will be resolved to customer satisfaction.

  I truly appreciate your help with this matter.

  And looking forward to resolving all the outstanding issues for Manchester City Nissan.

  Customer response

  01/23/2023

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

   

  Thank you for providing your cell phone but I would like all communication going forward be documented. It is very impressive that the finance manager speaks a different language but did not communicate with me in Spanish as I do not speak Spanish. I mentioned my family was from ********* so he must have assumed but concerning that this is how he explained the paperwork the day of purchase according to him. 
  
  
  After stopping in multiple occasions, I was able to cancel only one warranty even though I expressed my wish to do this to all of them. I appreciate you offering to reimburse for the remainder warranties, trade-in fee, and TLP Fee for a total of $7,116 I mentioned in the initial complaint filed through The Better Business Bureau. Please advise on how I should provide my signature to get this issue resolved?
  
  Sincerely,
  
  *** *****

  Customer response

  01/23/2023

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

   

  Thank you for providing your cell phone but I would like all communication going forward be documented. It is very impressive that the finance manager speaks a different language but did not communicate with me in Spanish as I do not speak Spanish. I mentioned my family was from ********* so he must have assumed but concerning that this is how he explained the paperwork the day of purchase according to him. 
  
  
  After stopping in multiple occasions, I was able to cancel only one warranty even though I expressed my wish to do this to all of them. I appreciate you offering to reimburse for the remainder warranties, trade-in fee, and TLP Fee for a total of $7,116 I mentioned in the initial complaint filed through The Better Business Bureau. Please advise on how I should provide my signature to get this issue resolved?
  
  Sincerely,
  
  *** *****

  Business response

  01/24/2023

  Once agian we offered to camcel any warranties that the customer do not want. i will be than happy agian to do the same,

  Customer can stop by at anytime during bussiness houre to sign for canceliations. If the customer runs into any issues doing so, i have provided my personal number for contact.

  Once agian we opolgize for the miss communication and we will be happy to assist to the customers satisfaction.

  Michael H

   

  Business response

  01/24/2023

  Once agian we offered to camcel any warranties that the customer do not want. i will be than happy agian to do the same,

  Customer can stop by at anytime during bussiness houre to sign for canceliations. If the customer runs into any issues doing so, i have provided my personal number for contact.

  Once agian we opolgize for the miss communication and we will be happy to assist to the customers satisfaction.

  Michael H

   

• Initial Complaint

  10/02/2022

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I purchased a new vehicle on April 11 - Nissan ***** 2022 ********. At the time of purchase, my previous Nissan ***** had a loan balance of $7496.50. On the date of purchase, the monthly payment was deducted from my bank account of $499.68. I told them this was happening and they refused to deduct it from the contract, saying it would have to be worked out later. They put the balance of $7496.50 in the contract. However, by the time Manchester City Nissan made the payoff amount on my old loan, they only had to pay $6969.32 (I confirmed this with ****** ******* - a separate entity). The extra payment was never deducted from my new loan amount, nor was it ever refunded to me. I have been trying for months to get this resolved, but I am getting the runaround. I'm always being told it's up to ****** *******, but ****** ******* isn't the culprit. Every time I call Manchester City Nissan, I am put into a full voicemail, or directed to someone who isn't there, hung up on, or they stop answering the phone, no matter how polite I am. They have refused my request to speak to the general manager. I finally spoke with the sales manager, Matt (last name?) who promised in two different phone calls to get me a copy of the canceled check they paid the old load with to prove their innocence, which this still has not happened. They owe me that final payment because based on the signed contract with them, I have overpaid after trusting they would make it right. I would like a direct refund, or I would also be happy with them applying the amount to my current loan by subtracting what they owe me from the principal balance.

• Initial Complaint

  08/05/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I brought my car in to Nissan between 7/20 -7/23. Not sure which day but it was between those days. My car was running hot when idoling . They called me to inform me it was my thermostat. I said ok fix it. Well when I got my car back it was doing the same thing. So I brought it back the very next day. That’s when they told me it was the fan and that the fan must of died after they fixed the thermostat. I truly believe it was the fan from the very beginning but because they are on back order for months they didn’t want to let me keep the loaner car and had to make money somehow which would be fixing the thermostat. I had a few ex mechanics look at it and they all said the same thing. That it was the fan to begin with. So now I’m out $612.00 and still with a broken car.

• Initial Complaint

  05/03/2022

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I had My 2019 ***** ***** SUV in for servicing, a oil change. While there they fill out a inspection form of fluids, tire wear and break wear. My most recent inspection form stated my breaks were at 8's and 9's and in great "green" condition. About a month ago i noticed my car having a very had time stopping, upon having my breaks checked, the rear breaks were completely worn out and the from break were unrepairable, leaving me with a $1,200 repair bill. the shop that fixed estimated the breaks to have been bad in the rear for some where of 8-10 months. I've only own the car since last April 2021. I'm currently seeking SOME of the cost back from the dealer, as I do understand some of this is normal wear. Due to them missing or not checking like they said they did the cost was nearly double what it should have. I will contact the Dealer manager tomorrow 5/4/2022 during normal working hours. Nissan USA told me they could not help me in this matter.

• Initial Complaint

  05/03/2022

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I purchased a vehicle from Manchester City Nissan 11/27/21 and the purchase loan included GAP insurance. Contract has cost as $1000. Purchase agreement shows $710. I refinanced the loan about 12/15/21. According the contract the GAP insurance should have been refunded then. I contacted dealership 1/10/22 and filled out refund request form and was told refund takes 6-8 weeks. After 9 weeks I contacted dealership and then weekly. About 4 weeks later, 4/2/22 I was asked for and supplied payoff letter for original loan. Since then I’ve emailed weekly with no reply. I can supply copies of all emails and contract if needed.

• Initial Complaint

  04/11/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  On September 23rd 2021 I purchased a new lease of a 2022 ****** **********. Within a month mechanical issues presented as well as 2 open recalls on the vehicle. I brought the vehicle in for service, they repaired the recall but didn’t find anything wrong with the accelerator that I had been having. So, I took the car back and within a few days, the same accelerator issue came back. I brought it back to the dealer and was told it was the battery. They replaced the battery and again the issue persisted. I then brought the vehicle back for the 3rd time, this time it took them a couple weeks to find what they thought to be the issue. I was told the part was on back order with no eta. I then filed a complaint with Nissan claiming a lemon law. After months of review and while my car was still in the shop for several months, I had been approved for a buy back. I chose to have the vehicle replaced and was told I needed to pick out another ********** at the same trim level and at the same dealership I purchased it at. With inventory being low, the dealership did not have any inventory of another ********** at the same trim level. So, I found one at a sister dealership and arranged with the sales manager Freddy, to have it transferred to Manchester City Nissan. The transfer was made, I went to the dealership to test drive the vehicle and chose it as my replacement. All the paperwork had been submitted to nissan arbitration as well as the checks for replacement. About 2 weeks later I receive a call from the dealership telling me to pick out another vehicle because they sold the one I had chose! Absolutely unacceptable as I was in contract to purchase that vehicle! Then, I get a call from the service manager telling me my car, that they had been working on for 2 months was ready to be picked up. I hadn’t been given any updates on the status of my vehicle in 2 months, then suddenly it’s ready. So, I picked the car up and the very next day the same accelerator issue presented!

  Business response

  05/20/2022

   I am reaching out to you in regards to BBB Complaint ID #********.  In the complaint the customer stated within a month the vehicle presented mechanical issues as well as two open recalls on the vehicle she had purchased.  Her stating that, while we understand is frustrating, had nothing to do with our store as a business because we don't build the vehicles.  Placing blame on a specific Nissan dealership for something we had no control over is just not accurate due to both of those issues being out of our control.

   

  Further in the complaint the customer states she brought the vehicle in for service because she had an issue with her accelerator.  When diagnosing a vehicle for the issues and concerns a customer has, the service dept has to try and replicate the issues the consumer is stating she is having.  Unfortunately, we could not replicate the specific issue she was having.  

   

  Further down in the complaint the customer states they contacted Nissan North America claiming the vehicle she had purchased was a lemon, and after a couple months  of her vehicle sitting in our service dept,  upon review she had been approved for a buyback from Nissan ***** *******. During this period of time we went to great lengths to try and accommodate the upset customer by even giving her a rental vehicle FREE OF CHARGE for the entire period she was without a vehicle, even though the vehicle's issues were not to any fault of the dealership.

   

  Once approved the customer stated she could now start the process for the new vehicle.  Unfortunately with inventory so low, we didn't have the specific COLOR of her choice, however we did have other **********s  of the same trim level here she was allowed to take.  Trying to accomodate an already upset customer, we contacted another dealer about getting the specific color she had wanted, but unfortunately it didn't work out so she ended up having to take a different color we had in stock at the moment. 

   

  Now for the last portion of the complaint when the consumer states she picked up her old vehicle and the same accelerator issue presented itself is confusing because she completed the buy back program through Nissan and no longer has her old vehicle.  The desired settlement stating refund does not pertain to this situation due to the fact the buy back program was completed, and she already has a new vehicle for quite some time now.  If you have any other questions feel free to reach out. Thank you

  Customer response

  05/20/2022

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

  Customer response

  05/20/2022

  I have rejected the response from the Dealership because I had dealt with a 3-4 month back and forth battle with them. Once my car had been given back to me after being in the shop for 2 months straight, saying the car had been fixed, the problem immediately persisted. Before I was issued the buyback replacement vehicle, I had to continue driving the faulty vehicle around, risking the safety of myself and my family, because they did not have a loaner vehicle to issue me. Also, during the buyback process, I needed to find a replacement vehicle that was the same trim level as the one I already had. Due to shortages in vehicles at the dealership, I had to wait quite a while before a comparable vehicle came about. Once I would choose a vehicle I would be told that the vehicle is already sold so I’d have to continue waiting. I then took it upon myself to reach out to their sister dealership, Middletown Nissan and spoke with the manager there to request a transfer of a comparable vehicle I had seen on their website. After conversations were had between both dealerships managers, they agreed to transfer the vehicle to Manchester City Nissan as my buyback replacement. The vehicle was then transferred, I went to the dealership and test drove the car and choose that vehicle as my replacement. The purchase order and any other necessary documents were sent over to James in Nissan arbitration to complete the buyback, which arbitration said would take 2-4 weeks to complete. About 2 weeks into the buyback paperwork process, I was contacted by Manchester City Nissan saying, “would you be interested in a different color **********?” I told the salesman that I had already picked out the vehicle for replacement and then I was told, “I’m sorry we sold it” with no remorse nor did he explain to me how the vehicle was sold when it was transferred to the dealership for me and in contract for my buyback. Nissan arbitration had already sent out the payoff check for my old ********** to be replaced with the new one. Arbitration then had to request a cancellation of the check they sent out for the vehicle, because the dealership sold it to someone else during the buyback process! This caused unnecessary burden on both myself and Nissan arbitration. Because of this negligence on the dealerships behalf, I then had to choose yet another ********** in a color that I did not want. I am very much dissatisfied with the way Manchester City Nisssan handled this how process and I request compensation for my very lengthy troubles!

*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. ↩