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:04/09/2024

  Type:Billing 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.

  Date of transaction is March 30, 2024 My husband and I went to look at trucks at this establishment. We happened to get a newer sales person. I was asked to fill out a "work sheet" with MY (******) information. At the very bottom it asked for the social security number. I was hesitant to give, but I was reassured that my credit would not be run. Numerous times I was told this was not going to happen. Yesterday I received 2 letters from this establishment saying we were denied credit. How does that happen when we were assured the credit would not be run. For that matter how did my husbands information get run too? I want this to be resolved ASAP since we are going to buy a new truck. Never from this place and I want my credit fixed his credit fixed and an apology. This is very bad business. My next step is to the ******** ******* ******* ****. This behavior is criminal and could ruin a persons credit.

  Business Response

  Date: 04/09/2024

  ******,
  
  I'm truly sorry for your poor experience here at the dealership on 3/9/2024. We always strive to provide the best customer service possible with every client, it seems that we failed you in this regard. I can assure you that we don't run people's credit without their consent and we also don't have any knowledge of what your information is to run anything without it being given to us. I pulled the records to see that worksheet that you described and as you stated at the bottom there is a line to input your social. There is also a line for you to sign next to where it says you authorize for your credit to be investigated. We would not have run your credit without your signature. I'm not going to upload the signed form as it's personal information but you are more than welcome to come by the store to look at it. I can assure you that having this one inquiry from that day when you were shopping numbers won't keep you from being able to buy your truck. The letter that you received is a customary letter that is generated automatically and sent to customers that we have investigated their credit, but we never put a deal together to contract with. It's to inform you that we did not obtain financing on your behalf to buy a vehicle. We only have 30 days to do a contract after pulling the credit file, since we did not that is why you received that letter. You were not submitted to any lenders and were not denied. There is nothing on your credit to fix, no loans we issued in your name. I'm saddened that you won't consider us for future purchases over what seems to be a minor mis communication. Please let me know if there is anything I can do for you. 
  
  Sincerely,
  
  Hugo

  Customer Answer

  Date: 04/09/2024

  
  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:10/24/2023

  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 here for service, had multiple delays hearing back from them, this was ultimately framed as my fault, and they took half off of the storage fees, which I still find ridiculous. The service manager, Tom, refused to take any off other than half of the fees, saying they were justified since the car was there almost three months. It was there because they were slow to communicate anything. Timeline is attached.

  Business Response

  Date: 10/29/2023

  ***********,

  Any disputes with payments or billing should be handled directly with Tom the service manager. I will ask him to reach out to you directly to see if you guys can work something out that makes the situation seem more satisfactory to you. Thank you for your continued business with us. 
  

  sincerely,

  Hugo

• Initial Complaint

  Date:05/12/2023

  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 decided to take the car to the dealership as I need a car to work and this problem is intermittent and I didn't know when it would happen again. I dropped my car off at Barberino Nissan dealership on 4/11 and was told that they needed to keep my car until it acts up. I received an update the next day stating that my alternator needed tk be replaced and it would be covere by my warranty. Altenator gets replaced and on 4/13 I received an update stating that the car was running well and then started acting up again and that the battery needed to be replaced as ut didn't have enough "juice" for the new alternator. On 4/15 I was told my car was all set and ready to be picked up. Barberino gave me a rental car for that week. On 4/15 I filled the rental car up with gas and dropped the car off and got my car back. Drove my car home went to the same gas station, used the same pump on the same day and parked my car in my garage for the remainder of the weekend. On 4/17 after dropping my son off to school came home went in the house and came back out to start my work day about 1.5 hrs later and the car is doing the same thing. Not starting. Called Barberino and had the car towed back to them. I received a call at the end of the day around 4p saying that the car had "bad gas" in it and I needed to pay another $150 for a new diagnostic. The manager Tom N***** lied and told me my car didn't start up at all at the shop but their Clerk told me the tow person was able to start the car up when it got there and that the tow man suggested the problem was the fuel pump. Although I may never be able to prove it I know that Barberino Nissan conducted unnecessary repairs on my car and tampered with the gas. I have since moved the car to another shop and they cleaned out the "bad gas" however the car is having the same issue that it has been having since I brought it into Barberino Nissan dealership on 4/11/23. I purchased this car new off the lot. I should not have these issues.

  Business Response

  Date: 05/12/2023

  Hi,

  I spoke with Tom our service manager. He said that the car had bad gas in it as well as other issues going on with the fuel system. He said that he went over a repair plan with you but you declined it and had your car towed to another facility. He said they are still able to perform the repairs they proposed would fix the car if you want you can call him to schedule that appointment and secure a loaner car. 
  

  Sincerely,

  Hugo

• Initial Complaint

  Date:04/21/2023

  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 my Nissan ****** from barberino on February 24 of 2023. Car had rattling and the salesman said it had to be a lose nail from the bottom cover which it doesn’t have. I believed him. Work had most of my time. I decided to look underneath at work and there was an obvious problem. I have picture and video. Exhaust all rusted and wasn’t fully connected. That is one problem. March 5 I go to drive to work and the car wouldn’t move forward or back. I told them about it. They wanted me to drive it there like if they didn’t hear anything I said. They picked it up the next day. I was left with no car and no concern for me not having one. I kept calling and no one would help me or speak to me. Last I called I said I would go the legal route so somehow the front desk talked them into giving me a car. I was ignored and would only be able to speak to the front desk which is not a sale person that More like a secretary. I was finally given one of their rentals so I can get to work. I was very reluctant but my new job takes most of my time. I spoke to my sales person but he gave nothing just sent me to service department. I was never given an option. I started researching them. Employee from barberino that I will not ñame told me they were waiting for my 60 day warranty to be up so I can get stuck with the car. Car isn’t worth the price it’s been sold for even if they get another transmission. Spoke to the general manger yesterday. He was very rude and didn’t care for my problem. He told me my 60 days are up. Which they aren’t. I have a few days left. Fist time doing or going through all of this. This car isn’t worth 11 thousand. It’s a 2011 Nissan ****** with more then just a tranny problem. Don’t have to be a mechanic to know what problems come after. Please help. I am not the only one this has happened to and by the same business. I was never spoken to or was given any option. Don’t I have a choice while I’m within my warranty time? Especially with the problems it had.

  Business Response

  Date: 04/24/2023

  ********,
  
  I first off want to state that I understand that sometimes in the heat of the moment individuals tend to stretch the truth to try and sell their point and paint a pitcure that they want others to see in hopes of getting suport for their point. That heat of the moment and how you feel about a situation does't make it right for you to fabricate how a conversation went and what was said to get a reaction. Just wanted to let you know that I'm offended you stated that 1 I was rude and 2 you said I said that your 60 days was up. Neither of these are true, I re listend to our convo just to make sure and in fact yes, neither is true. Just because you are upset over tyour situation doesn't mean you should bring other peoples credibility down maliciously.
  
  Now to get back to your complaint. Nobody is waiting for 60 days to tell you that we can't help you. You brought the car in with concerns. Service requested approval to put you in a complimentary rental car while they fully diagnossed what was happening with your car and ther concerns you described. There has been constant phone communication with you keeping you in the loop of what they are doing or parts they are waiting on. You have also stopped in a couple times to talk in person and service the rental you are in. None of this behavior simulates what you are describing of someone trying to dodge you to ultimately tell you that you are on your own. The plan is and always has been to get you your car back working properly. Like I told you on the phone, the service manager said that your car will be ready by the begining of May. If you need more detailed information please reach out to him his name is Tomas. I apologize for the lentgh of time it has taken to get this resolved for you but I'm assured from service that t hey have been doing everything they can to resolve it as soon as they can and you are being taken care of. Wer do care and we are not in any shape or form blowing you orff or intend to. 
  
  Sincerely,
  
  Hugo 

• Initial Complaint

  Date:03/15/2023

  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.

  3/10/2023.they refuse to acknowledged there are 2 recalls on my 2016 ***** .1 of them is a driver door wiring issue so my window won't open .the service adviser refused to believe that the harness was causing the problem. Yet Nissan says it can.not even seeing it or having a tech look at it

  Business Response

  Date: 03/20/2023

  Hi *****,
  
  I check your vin number and ran it through the recall database. You only have 1 open recall and it's not what you are describing. (R22C8 *****/RGE SPRT KEY NO REPAIR). If you are experiencing issues with your car though we would be more than gald to assist in getting to the bottom of what is wrong. Please call the shop to schedule and appointment to do a diagnostic. 
  
  While looking over your car history I noticed back in September 24, 2022 you came in to have us look at this (R21B90 INSPECT WIRE HARNESS CONNECTORS (OK) R21B9 WIRE HRNS CONNECTOR CORROSION $0.00) That sounds more like what you are decribing now? As you can see there was nothing wrong or a charge at that time. Also I ran your number through our call moniter and we have not received a call from the phone number you listed and that we have on your customer file (###-###-####) since September 23, 2022 which is goes with that service date from above. This was the last time we spoke about your vehicle or saw it at the dealership. Is it possible you spoke to a different Nissan store on your complaint date of March 10th, 2023 as we have no calls from you inbound or outbound. 
  
  Please reach out to Thomas our service manage (###-###-####) If you would like to schedule that diagnostic for us to look at your vehicle and get to the bottom of the issues you decribe.
  
  Thanks,
  
  Hugo 

• Initial Complaint

  Date:01/30/2023

  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.

  I purchased a 2015 *** ****** which 6 months down the line dosent work i have kept up with all oil changes and anything pertaining to keeping the car up. The check engine light is on along with other lights across the dash board . Along with that i have proof the the odometer was tampered with. There are markings on the engine and drive train as if the engine had been rebuilt. It will not start. Everything mechanical works just fine. The car is currently in there possession to see what is wrong with the car which i have to pay for. Im an essential worker i need my car for work im losing money due to calling out

  Business Response

  Date: 01/30/2023

  George,

  I looked into the status of your car. The service manager said that he has been trying to reach you regarding your car. He said he needs your authorization to replace the battery and your approal on payment. I also looked in your false claim of roll back. I've attached a ****** report for your car which clearly shows the whole car history from 0 miles to the 91,729 we sold it to you on 7/26/2022. They go in perfect order leading up to that sale with pages of service history. Please lte me know if there is anything else I can help you with. 
  
  Sincerely,
  
  Hugo 

  Customer Answer

  Date: 01/30/2023

  
  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:01/09/2023

  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.

  On 11/19/2022 Went to Barberino Bros to Co-Sighn for a 2021 *** ******,I Co/Signed or so I thought, then the begining of January I get The monthly payment from the bank and find out I didn't Co-Sign but bought the car, without my knowledge.

  Business Response

  Date: 01/09/2023

  Hi *******, 

  I pulled the file on your deal that was completed on 11/19/2022. You purchased a 2021 *** ***** as you specified. You are the only buyer on our records. I don't know why you are having confusion at this point but I have attached copies of the contracts with you as the only indiviual regarding purchase, these were signed by you. I also atached your driver's license for identity verification. You will also notice the attached form that you signed which states you went over all the paper work prior to signing and were in full understanding of what you were signing for. Please let me know if there is anything else we can assist with.
  
  Sincerely,
  
  Barberino Management Team 

• Initial Complaint

  Date:11/28/2022

  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 car from Barberino Nissan September 2022 after a week of driving the car I felt the transmission slipping and bought the car in to be seen. The service department told me that nothing was wrong with the car after only looking for 5 mins. Months later I still felt like the transmission was slipping and the car was stalling I bought the car back to them again and they said that they found metal shards in the transmission. They insist that I hit something causing the issue and told me that they don’t think the warranty company would approve the car to be worked on. I told them when I first got the car I thought there were transmission problems and they didn't look into the car, now that there is no hiding transmission issues they are acting as if it’s my fault. I wasn’t given any car fax or prior history for the car. The car still smelled like greasy cigarettes when I purchased it and I had to ask for the car to be cleaned out. I don’t think this car was checked properly before they put it back out to sale. I have tried to reach out to the management and have gotten no response. I was told by service that the car hasn’t given up on me yet to just keep driving it until they have a date for parts, which can’t be ordered until they find out if the warranty will cover the replacement

  Business Response

  Date: 11/28/2022

  Hi *****,

  I'm sorry that you are experience with thie car has been less than you desired. I see that you said you tried to reach management, however I never received one call from you when I combed through the call logs incoming from your number. Let's schedule another service appointment so we can get this issue resolved for you asap. I looked into your deal and you have an extended warranty on the contract so hopefully that will cover your probelm. Please reach out to me any time if you can't schedule an appointment for service. 

  Sincerely,

   

  Hugo L*******

  GM | Barberino Nissan 
  
  ************

• Initial Complaint

  Date:04/25/2022

  Type:Customer Service 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.

  On 3/18/22 I emailed the GM of Barberino Nissan to request the removal of my name/address from their mailing list. THEY IGNORED ME. I contacted Nissan HQ who said they'd put me on the OPT-OUT List but because Barberino is independent it would be their choice whether to remove my info from their database. Nissan regional office was going to contact them but I'm assuming either that was never done or they were ignored too. I just received ANOTHER MAILER from Barberino Nissan and I am disgusted. They are the only business I've encountered in several years to IGNORE A CONSUMER'S REQUEST TO HAVE THEIR PERSONAL INFORMATION REMOVED FROM THE DATABASE AND NEVER BE CONTACTED AGAIN. They should not be allowed to do business under Nissan for being so reckless and irresponsible as to ignore consumers. What's wrong with them? I did not give them permission. I've never done business with them. My friends would not refer me to them. They bought my name and address from a list and will not stop contacting me in spite of the email I sent them!!!!! Please make them stop!!!!!

  Customer Answer

  Date: 04/27/2022

  Hello,

  I received the attached response from Nissan's regional office yesterday as they escalated my complaint within their organization