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:11/06/2024

  Type:Product 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.

  I purchased a 2017 Nissan ***** on Aug 2nd 2024 from Manchester City Nissan. I was away for that weekend and had not drove the car more then 20 miles when the check engine light came on. I brought the car to my mechanics and I was told that the car needed repair. I contacted Manchester Nissan & notified them of the issue within 1 week of the purchase. (Diagnosis codes: ***** was turned off 12 times ***** turned off 14 times ***** 1 time.)  I was told they didn't have a loaner for me until the following week. I pick up a loaner and dropped my car off to them 8-15-2024. I didn't not get my car back until 44 days later on Sept 27th. I drove home that evening less then 15 miles and light came back on. I brought the vehicle to ******* **** and got the engine light tested and the same ***** code was diagnosed. I contact them and they asked that I bring the vehicle back to them which I did. They put me in another loan on Oct 5th and I haven't had it for 3 weeks. Today 10-25-2024 I received a call that I can pick up the vehicle. I don't feel safe with this vehicle having major issues and requesting that I get a full refund. I have spoken to the manager & expressed that I don't feel safe driving myself and kids in the vehicle. I have been so patient through this whole ordeal.  I just want a safe and reliable vehicle. After having a second loaner for  3 weeks. I was texted that the vehicle I had was to be returned within hours.  They said that I was being difficult because I am out of town. They told me that the vehicle was going to be reported stolen as of Oct 26th at noon. This whole thing has been nothing but a headache for me but yet they keep saying that I'm being difficult. I just want my money back and be done after 3 months of not having a vehicle.

  Business Response

  Date: 11/06/2024

  I have been in a constant contact with **** ****** I EVEN have a text from here this morning the 11/6/2024.(i can download text if needed)

  **** ***** did purchase the car with 60 days waranty and was offered an extended protection plan which she declined. 

  Even though she was out of warranty we took car in and gave her a loaner, and we repaired the car at no cost(will provide all reoair documents upon request)

  yes it did take over 30 days to diagonise and parts being on back order but car was repaierd an alternate tarnsportaion were provided an no cost and as a good well.

  **** ***** picked up car and she claimed the car still have issues , agian we brought the car back and repared it, she did express that she doesnt feel safe driving it 

  i personally assured her we will do whatever it takes to make it right and we can trade her out of the car if she choose to (maen while we gave a her a loaner to use)

  Manchester city was in process of transfer owner ship and I told i can still arrange trading you out of it since they were affilated with another nissan dealer.

  middle town checked and repaired a loose hoose at no additional charge 11/7/2024 and gave her another loaner to drive.

  she texted me 11/6 and asked what is the next step , i told her car is ready to be picked up or she can lease new one or finance another car and i can arrange to trade her out of it if she wishes to do so.

  I was very surprised that she put in a complian(even though i undrestand how she must feel) 

  we did and offered to do (as good well) what will be satosfactory to her.

  **** ***** have my personal cell phone and even the dealership transfered owneship i am still willing to help her in any way . last conact was this morning and she was suppose to either go to middletown nissan to pick her car all ready and fixed or look at trading the car in.

  please let me know what I CAN DO AT MY END TO resolve this issue in a satisfactory manner to both parties.

  **** ***** can contact me agian so i can arrange trading her out of it if she wants to do so , 

  thank you

   

  Customer Answer

  Date: 01/10/2025

  Hello, 

  This is has been resolved. I was able to get a new vehicle. It was a long process and now I can finally get back to regular scheduled lifestyle thank You Michael. 

   

• Initial Complaint

  Date:06/18/2024

  Type:Billing 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.

  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

  Date: 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

  Date:08/03/2023

  Type:Billing 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.

  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

  Date:06/15/2023

  Type:Product 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.

  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

  Date: 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 Answer

  Date: 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

  Date:12/05/2022

  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.

  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

  Date: 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

  Date: 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 Answer

  Date: 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 Answer

  Date: 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

  Date: 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

  Date: 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

  Date:10/02/2022

  Type:Product 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 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

  Date:08/05/2022

  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 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.