ComplaintsforMaus Nissan of Brooksville LLC

• Initial Complaint

  02/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased my truck from ***** hasnt been a year yet and they sold me warranty that was told fixed leather and paint if anything happened for 84 months. Now seat has torn on side and warranty company saying normal wear the leather is less than a year old was installed when I purchased truck. So I want complete refund of warranty it was 1599. dollars. These car dealers push this stuff and it worthless

  Business response

  02/28/2024

  ******************, we can see that you are frustrated, and apologize that you are having a difficult experience. The rip in your seat is not something we caused or intended to happen. The Evoke policy you purchased is an interior/exterior protection against stains, fading/UV damage, bacteria growth, and odors, etc., it is not a policy that repairs rips or impact damage. Unfortunately, this product is not cancelable, and is non-refundable- it says so right in the document you signed and uploaded with your complaint. That being said, we would like to help you get in touch with the vendors we use who do leather repair, and we can work with them on getting you the best possible price for the repair. Please let us know, and we'll be happy to help. Thank you, and have a blessed day.

  With Respect,

  *********************** | Director of Owner Loyalty | **************************

  E-mail: *************************** | Office: ********************

  Customer response

  03/03/2024

   
  Complaint: 21337112
  
  I am rejecting this response because:they sold me the warranty telling me it covers punchers tares any damages. The fiance girl just told me before this complaint it covers punchers tares but warranty company say it's normal ware leather is Installed by dealer not even year ago. Dealer made money selling this junk warranty no want nothing to make ****** worst dealer ever. Not just this many things they lied about 
  
  Sincerely,
  
  ***************************

  Business response

  03/08/2024

  ******************,
  To your point, under limited circumstances, EVOKE may cover punctures, rips,etc.; however, it was the size if the rip that was in question. We are getting in touch with both your warranty company- attempting to obtain approval of the submitted claim- as well as the company who installed your aftermarket leather, to see if either can help with the repair. As soon as we know, either way, we will contact you. Thank you.
  With Respect,
  *********************** | Director of Owner Loyalty | **************************
  E-mail: *************************** |Office: ********************

  Customer response

  03/11/2024

   
  Complaint: 21337112
  
  I am rejecting this response because: well if installer not going to cover it then give me back my seats that were in there before. Also give me the company name that installed them so I can file complaint against them. 
  
  Sincerely,
  
  ***************************

• Initial Complaint

  12/01/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Bought Pathfinder in 2022 they did not have the asking price in vehicle told me they couldn't find it. Charge me ********* Dealer asking price *********. Can they tell a costumer different asking price sell them the vehicle that I had to wait two weeks to get and when I pick it up they put the price sheet back in the vehicle. Only to find out they up the price **** dollars. Also they make you pay for **** care used it once for oil change and trade for new truck because the Pathfinder didn't do what they told you it would only to find out there is no rebate if you trade in early. One more question is it legal to protest in front of the business?

  Business response

  12/20/2023

  Good morning and Thank You for letting us know your concerns.  We are looking into the matter currently and apologize for the inconvenience and headache your going through.  It looks like we have traded you out of that vehicle, but we will investigate and reach back out shortly. 

  Customer response

  12/20/2023

   
  Complaint: 20939271
  
  I am rejecting this response because:
  They did not answer the complaint they are looking into it. That's what the manager said when I first picked up the Pathfinder. When I asked again the manager told me ge didn't have the clearance to find out why. That is why I filed the complaint. 
  Sincerely,
  
  ***********************

  Business response

  12/22/2023

  Good Afternoon ******************,

  Thank you for taking the time to take my phone call, yesterday. I'm glad that we have agreed to meet, after the holidays, and go over all of paperwork, regarding your previous deal, in order to put your mind at ease. We're happy to answer all of your questions, and look forward to explaining  all of your documentation, so we can put this miscommunication behind us, and move forward to provide you excellent service, for years to come. Please let me know if anything comes up, and you need to reschedule. Thanks again, and have Merry Christmas. 

  With Respect,

  *********************** | Director of Owner Loyalty | ************************** | *************************** | ********************

• Initial Complaint

  12/01/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  To Whom it may concern,This letter is to inform you that I recently received a copy of my credit report that your company publishes and after reviewing it I found a number of items on the report that are inaccurate. The accounts in question are listed below. Please send me copies of the documents that you have in your files as of this date that you used to verify the accuracy of the accounts listed below. 09 WOOD RESIDENTIAL SERVICES ACCT #: *******BAL. $760.00 Under the Fair Credit Reporting Act, 15 U.S.C. ****g I have the right to demand that you disclose to me all of the documents that you have recorded and retained in your file at the time of this request concerning the accounts that you are reporting in my credit report. Please dont respond to my request by saying that these accounts have been verified. Send me copies of the documents that you have in your files that were used to verify them. If you do not have any documentation in your files to verify the accuracy of these disputed accounts then please delete them immediately as required under Section 611(a)(5)(A)(i). By publishing these inaccurate and unverified items on my credit report and distributing them to 3rd parties you are damaging my reputation and credit worthiness.

  Business response

  12/14/2023

  We take privacy very serious and use an electronic form of credit pulling and submitting that the customer fills out themselves and completes the verification and identification process as well.  If you feel there was an error or a question of identity theft, we are more than happy to assist, but please reach out to us directly instead of further public personal information being put out there.  Thank You.

• Initial Complaint

  11/10/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  **** Nissan charged me for unnecessary repairs on my vehicle, resulting in spending hundreds of dollars to now drive a vehicle that no longer performs well. As a result of their repairs, I no longer feel safe traveling in my vehicle. I no longer experience pride of ownership as a result of their repairs.

  Business response

  11/24/2023

  ****************, we can see that you are upset, and apologize if you feel as though you had a bad experience. When you first came to our ******************* on 10/9, your concern was that your 2018 Rogue, with over 62k miles, was sputtering, and your check engine light was on. After diagnostics, we found that your coils and spark plugs were fouled, and needed to be replaced. With your authorization, we replaced them. After the repairs, we test drove your Rogue for 20 miles, retested, and did not detect any further issues, so we released the vehicle back to you. Unfortunately, you had to come back on 10/13 because, as you stated: the vehicle stalled, had a burning smell, there was white smoke coming out of the exhaust, and there was another check engine light on. We confirmed these concerns, and this time, found your engine to be misfiring. We performed a compression test, and a coolant combustion test- and all passed. And we inspected the cylinders, and found that none of them were washed out. During data monitoring; however, we found that your vehicle was running very rich, checked your injectors, and they were failing. Again, with your permission, we replaced your injectors - but we only charged you for the parts, (at our cost), and did not charge you for labor. We then test drove your vehicle for another 58 miles, and found no issues, and released the vehicle back to you on 10/20. On 10/25, you called in and told us that there was smoke coming out of the exhaust again, and that you did not feel comfortable driving the vehicle, so we towed it to our shop, at our expense, we offered you a free rental, had the vehicle for two more days, but could not duplicate your latest concerns- the vehicle was operating within Nissan's specifications. We even offered you to ride with our shop *******, to show us what you were experiencing, but you declined and picked your vehicle back up. The PDF copy of your last repair order is attached, and records this fact. We stand behind our technicians, and the fact that the repairs we performed were necessary. We worked with you in Good-Faith, and even helped with costs where we could. Our offer to have you test with our shop ******* still stands, and we will be happy to continue to work with you, but there was no deceptive practices. We will have a member of our Service Team reach out to you, if they haven't already, but if you have any questions, please do not hesitate to contact me directly, and I will be happy to address your concerns. We look forward to working with you to restore your confidence in your vehicle, as soon as possible. Have a blessed day.

  - ***********************, Loyalty Manager, ********************

• Initial Complaint

  07/18/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I believe **** Nissan ****************** has giving me poor service repairs so I could buy a new Nissan because the **** Nissan **************** would call me after my vehicle returned to the service department for more repairs. I brought my vehicle in for service on February 23, 2023, and March 23, 2023, and the next few days I received phone calls from the **** Nissan **************** about buying a new vehicle. I said I was not interested each time. On May 06, 2023, I had to have my vehicle towed into Vader Nissan in ******* because **** Nissan ****************** failed to properly tighten my caliber bolts and my vehicle was inoperable on Interstate 95. GOD blessed ** not to sustain any injuries or death, so I am grateful. This poor service is unacceptable! After having my vehicle towed to Vader Nissan, Vader Nissan stated, REC WHEEL REPLACEMENT FOR **. INSIDE OF WHEEL IS DAMAGED FROM SCRAPING ON THE BRAKE CALIBER AND THE COST IS $1233.75 TO REPLACE THE ****** The three links for the replacement wheel cost are as follows: 1 - $250.75 **************************************************************************************************************************************************************************, 2 - $266.30 ******************************************************************************************, 3 - $444.95 ********************************************************************************************************************. I spoke with the **** Nissan Service Manager in May 2023, and he said he would order the replacement wheel. However, I spoke with the **** Nissan Service Manger again in June 2023, and he stated that he wanted me to bring my vehicle into **** Nissan ****************** and **** would complete a service repair to my damage wheel instead of replacing my wheel. In conclusion, I am asking **** Nissan to replace my wheel or pay me the cost of the replacement wheel listed above. I am kindly requesting that the BBB assist me with either of these two resolutions. Thank you.

  Business response

  07/19/2023

  Good morning,

  We are very sorry for your frustration and have no issues with giving you a check for the $266 for the wheel if you want to go that way.  The reason we were going to repair it was so all the wheels match, but we are completely committed to making the situation right, as we have already paid for all the other costs that have been associated with the situation.  Come in anytime and we can get the paperwork going for you to get a check for $266.

  Thanks, *********;

  Customer response

  07/19/2023

   
  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

  07/10/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  So, these guys finance department has jerked me around now for weeks, and it's all over a simple underpayment on my GAP refund that they at first tried to tell me they don't write checks for when I was looking at a check sent to me by them. They told me it was crazy that GAP and SERVICE coverage didn't carry over in the refinance even though both the bank I was refinancing with and the one I paid off BOTH said that coverage would need to be repurchased with the new refinance company and refunded on the old. I got 4% off my initial financing and looked at like I found the golden egg because they failed to find financing at that amount for me. Over and over their finance department has proved to be incompetent and consistently questioning the customer as they try to "defend" each other rather than solve the problem. It's a culture of protecting themselves and no good explanation as to why I'm still short on this payment. Can someone please just get to the bottom of where the rest of my money is and why it's not the amount it should have been? Seems to me someone is skimming money or making mistakes and just doesn't want to own up to it. What is it going to take to get a solution or answer here?

  Business response

  07/21/2023

  **************, we understand your frustrations; however, this is more a case of miscommunication, than an effort to obfuscate. There was no mistake, and certainly no 'skimming.' When you originally cancelled your extended service contract, the underwriter, JM&A, sent you a check for the pro-rated refundable amount. The check that we, **** Nissan, sent you, was the refund of the taxes from that transaction, for the amount of $286.49. Your GAP policy refund will come to you in the form of a check, from your lender, *************** in the amount of $330.57, but as we confirmed this week with the bank, they have stated it will take approximately 6 more weeks for them to do so. We will be happy to speak with you further about this matter, and while **** states that they will not originate an outbound call to you, they would be happy to conference call them us and you, so that all parties can confirm what we have stated here. Thank you, for your patience and understanding, and we hope this helps clarify things. Please let me know directly if you have any other questions, and have a blessed day. 

  With Respect,

  *********************** | Director of Owner Loyalty | ************************** | *************************** | ********************

• Initial Complaint

  05/19/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I came in Sunday the 5/14 because I was informed by their marketing team they would give up to **** over kbb. When I arrived I was told that promotion didnt exist even though I have screenshots. Then I choose a vehicle and sign all the paperwork and pay my down payment. Im told I can pick it up Monday once they open it new tires on it. Well Wednesday comes around and I get a call that now Ive been denied. They then ran my credit 20 times while I was not there.

  Business response

  05/27/2023

  Good afternoon ****************,

  We can see that you are upset, and apologize if you feel as though you had a bad experience. The online add that you saw did exist, but there were specific requirements in the disclaimers. With all things being equal, our goal is to never lose your business over price; however, every once in a while, we are not able to meet both the customer's needs, and the bank's stipulations, at the same time. Unfortunately, in this instance, when we found you a bank approval for a particular vehicle, you were not comfortable with the payments, and when we switched vehicles to meet your budget, the bank would not ***** us the necessary funding- though it did take several extra days for the bank to get back to us with a final decision- which is why we did not deliver the vehicle to you. We offer a free credit service, through 'Fierce Credit,' that *** benefit to you, so expect our team to reach out regarding this program. With all that being said, we are pleased that our management had the opportunity to discuss this all with you, and if you still have any other questions, we will be happy to help address your concerns. Thank you, and have a blessed day.

  With Respect,

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

  Director of Owner Loyalty | **************************

  ******************** | ***************************

• Initial Complaint

  05/01/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  So I purchased a 2020 gmc lifted truck from them within a month started hearing a noise took back to get fixed was told couldnt do anything it was normal for tire rubbing on lifted trucks normal maybe for backyard mechanic but this was bought from your dealership like that. I purchased a exstended warranty. So then I contacted sales person then they say theres a kit to *********** but its 580 plus tax and I could pay that my thought is s**** you I wouldnt pay you a dime to fix it I just bought it. But I guess dealers dont care about customers.

  Business response

  05/04/2023

  ******************, we can see that you are upset, and apologize if you feel as though you had a bad experience. When you purchased this pre-owned, after-market lifted, GMC truck,nearly two months ago, it had the same issue then, as it does today- one common to many lifted trucks- and that is: intermittent 'rubbing' of the tire, during hard, sweeping turns. This wasn't a problem causing any damage, and we were not trying to hide anything- we simply sold the vehicle 'AS IS.' Since bringing this concern issue to our attention, our ****************** did find a possible solution: there is a bumper spacer kit available for this lifted truck, but it does have an additional cost associated with it. I am happy to say that I am glad we were able to speak and work this issue out. You have purchased the kit, and we will install it, and no additional cost to you. We hope this fully resolves your concerns, please let me know if you have any additional questions. Thank you, and have a blesse day.
  - ***********************,Loyalty Manager, ********************

  Customer response

  05/05/2023

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

*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. ↩