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:04/24/2025

  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 2020 Infiniti QX80 from Nissan of clearwater in march 2023. I also purchased a warranty from the same company. On 03/04/25 I had the vehicle serviced and had some other issues namely a bad rear air compressor and squeaking noises at the front of the vehicle, i dropped the car off at the dealership overnight for them to diagnose the problem which they agreed was a bad rear air compressor and worn front upper control bushings, which are cover under the warranty. they said they were waiting for the ok from the **************** to proceed. since then I've been calling the dealership trying to get answers and constantly being told my service contact is not in or unavailable. nobody else in service could not help for some strange reason. eventually I managed to talk to my contact (***) and he said he had a loaner car and was waiting for me to drop off my car. I dropped off the car on 04/14/25. Since then I have not been able to get any answers from anybody about my car, I leave messages, nobody calls me back, no one I take to on the phone knows anything about my car. I don't know if they have even started to fix it.

  Business Response

  Date: 04/24/2025

  Dear Mr. *********************** you for reaching out and bringing this to our attention. We sincerely apologize for the lack of communication and the frustration this has caused. Please know that we have escalated your concerns to our Service Management team, and your advisor will be reaching out to you promptly with an update on your vehicle.
  
  If theres anything else you need in the meantime, please dont hesitate to contact me directly at ************************************ We appreciate your patience and the opportunity to make this right.
  
  Regards,

  ****** ******
  Store Assistant
  Nissan of Clearwater

  Customer Answer

  Date: 04/25/2025

   
  Complaint: 23243137
  
  I am rejecting this response because: I received a phone call on 4/24/25 evening from my service **** stating he had not been in the office with training and apologized for the delay in servicing my vehicle. he stated they had the parts to fix my car and were still waiting for the ok from the warranty company. This all started on 3/10/25 when I first brought the problems to there attention. they agreed the rear air compressor and front upper control arms are bad and are covered under the warranty.  I say again I bought the car and warranty from this dealership. How long do I need to wait for them to honor the warranty they sell to customers, or is this some sort of scam. They asked me to drop off the car for repairs on 4/14/25. it's still sitting there.
  
  Sincerely,
  
  **** **********

  Business Response

  Date: 04/25/2025

  Hi ****,
  
  I completely understand your frustration, and sincerely apologize for the continued delays and frustration this situation has caused. At this time, the warranty claim for your vehicle is currently in "Under Review" status with the warranty company, Dealer General. We are monitoring the progress of the claim, and will be working to expedite the approval as quickly as possible. While certain steps in the process are dependent on the warranty company, please know that we are doing everything within our control to move things forward and get your vehicle repaired.

  We truly appreciate your patience and will continue to provide you with updates as we hear back from Dealer General.
  
  If you have any additional questions or concerns, please do not hesitate to contact me directly at *************************************************************. 
  
  Best regards,

  ****** ******
  Store Assistant
  Nissan of Clearwater

• Initial Complaint

  Date:04/23/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The whole deal was bad from the get-go. I came in to see a $25,800.00 car and it came to be $32,800.00 MSRP. If it's advertised at $25,800.00 then sell it for $25,800. Then they found a bank (finally) and the wife had to co-sign for me, because she had better Credit that I did. The rate that we got charged was *****% The * and I guy had his manager call is in an Mexican speaking accent and he was just rambling on about I can't do this, and I can't do that. It was indeed the worst car buying experience of my life. I had bought 3 other vehicles from another dealership in the area, and I could literally kick myself for not going there first. So, now I have a car that is hurting my wife's back and it is scraping my left arm getting out of it. Like I said, they just don't care.

  Business Response

  Date: 04/23/2025

  Thank you for bringing your concerns to our attention. We regret that your experience did not meet your expectations, and wed like to provide some clarity on the matter.
  
  The vehicle you inquired about was advertised online at a price that included all qualifying manufacturer rebates and incentives. These rebates are available only to customers who meet specific criteria, such as being active or retired military with at least 20 years of service, or being a recent college graduate. Unfortunately, you did not qualify for those particular programs, so we were unable to apply those incentives to your purchase. In addition to the vehicle price, there are also standard charges such as tax, tag, title, and dealer fees. These fees are set by the business owner and are clearly disclosed in the final purchase paperwork. Please note that they are in line with standard dealer fees commonly found at other dealerships in the area.
  
  We fully understand your concerns regarding the final cost of the vehicle and the comfort of the model selected. However, please note that during the entire process, including the several weeks it took us to secure financing given your credit situation. We did not receive any complaints regarding the comfort of the vehicle. Your comments about discomfort and regret with the purchase were first expressed after your visit to another dealership. Unfortunately, its not uncommon for other dealerships to speak negatively about their competitors in an effort to win your business.
  
  It is important to understand that once a vehicle is purchased and registered, it is legally owned by the financial institution that provided the loan. In this case, the bank you are now financing through. Therefore, the dealership is not authorized to take the vehicle back.
  
  Our Finance Director, ******, contacted you directly to go over the terms and answer any questions you had about your purchase. He also offered guidance on how building your credit through consistent on-time payments over the next 612 months could open the door for better financing and trade-in opportunities in the future.
  
  In an effort to help alleviate some of your frustration, we even offered to make your first payment on your new vehicle, but this offer was declined.

  We take all customer feedback seriously and aim to be as transparent as possible throughout the buying process. Were truly sorry that you feel dissatisfied, but we remain committed to providing honest and fair service to every customer.

  
  Sincerely,
  
  ****** ******
  Store Assistant
  Nissan of Clearwater

  Customer Answer

  Date: 04/24/2025

   Dear BBB,

  I am rejecting this response because:

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

   

  We are still not satisfied with the response from the dealership. For one, my wife, ***** understood Mr. ******* but I could not as he was talking so fast. I was very frustrated, with the whole conversation. Of course, Mr. ****** was going to support the dealership.  I can promise you one thing; I will never ever purchase a vehicle from Nissan of Clearwater. The other dealership we visited, they had a creditor for us within 30 minutes. I didn't have to wait 30 days.
  The only way this situation is going to get resolved is that it's not going to get resolved. We will just have to be content with this transaction because the dealership cares more about their profit in the deal, and not about a repeat customer, and buying future cars from them. With that said, there's nothing more that the dealership is going to do for us. I learned my lesson.
  Complaint: 23238990off

  Business Response

  Date: 04/25/2025

  Hi *******,

  Thank you for your response, and we truly regret that your experience has left you feeling this way. We understand your frustration, and were sorry to hear that the conversation with our Finance Director did not meet your expectations. I'd be glad to have our Finance Manager, ******, reach out to you to help clarify any remaining questions you may have regarding the financing terms.
  
  We have provided you with the only possible solutions available at this time. Once the loan is finalized and funded, we are unable to make changes to the terms or cancel the transaction. However, as previously mentioned, we would be happy to assist you with exploring alternative options after six months to a year of on-time payments. This is the timeframe most lenders require in order to consider trading into a different vehicle, especially when working to rebuild credit.

  We do appreciate your feedback and hope that, in time, we may have an opportunity to restore your confidence in our dealership.
  
  Best regards,

  ****** ******
  Store Assistant
  Nissan of Clearwater

  Customer Answer

  Date: 05/12/2025

   
  Better Business Bureau:
  
  Ok, that works for me.
  
  Sincerely,
  
  ******* ********

• Initial Complaint

  Date:02/18/2025

  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.

  Purchased 2013 F-150 from Nissan of Clearwater on 1/5/2025. Truck was delivered to home and 10min. later while I was driving it the truck died. The dealer repaired it. Since then the truck has broken down 3 more times. 4 times in less than 60days. The latest breakdown is in ********, **. All calls to Nissan of Clearwater have ended up with them telling me nothing they can do and hanging up on me. I now have a broken truck and stuck in ************. One person at Nissan that would talk to me said they'd give me 17k for the truck and I could buy another vehicle from them. After the run around from them and the obviously lemon truck they sold me no way would I ever purchase anything else from them. I would like them to pay to either have truck towed back to Clearwater or pay the auto shop here in ******** to fix it. This is a terrible dearleship and rotten people to deal with. I fear that I am completely racked over the coals.

  Business Response

  Date: 02/19/2025

  Dear *****,

  Were very sorry to hear about your experience and understand your frustration. Our team has been in contact with you and are actively working towards a resolution. We truly appreciate you giving us the opportunity to make this right. Please dont hesitate to reach out if you have any further questions or concerns, were here to help any way we can.
  
  Best regards,

  ****** ******
  Store Assistant
  Nissan of Clearwater

  
  

• Initial Complaint

  Date:11/27/2024

  Type:Sales and Advertising 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 Nissan Rogue Platinum from Nissan of Clearwaters (NoC) on 12 November 2024. *** advertised best price guarantee stipulates that *** will beat any price in the state of ******* by $500. I presented the sales *** with the website of a like vehicle, to that of was interested in purchasing from ***, from a dealership in ************ and was denied the price match or the additional $500 off. The sales *** indicated that because the dealership I referenced sold a significant volume of vehicles monthly, compared to NoC, that the vehicle I was interested in was not eligible for the guarantee. The sales *** also went on to say I needed to have a written purchase order, however, the fine print detail of **** guarantee did not stipulate a purchase order was required only that *** would beat any advertised price. As a result of not honoring the guarantee I paid $1500 more for the vehicle at NoC.

  Business Response

  Date: 11/29/2024

  Dear *****,
  
  Thank you for taking the time to share your concerns regarding your recent vehicle purchase at Nissan of Clearwater. I understand your frustration, and I appreciate the opportunity to address your complaint. To better understand and investigate the situation you described, I kindly request that you provide a copy of the advertisement you are referencing. This will allow me to review the details of the guarantee and compare it with the circumstances of your transaction. I want to ensure I fully understand what happened and do everything I can to provide clarification and work toward making this right.
  
  Please feel free to forward the advertisement to my by email at *********************************** at your earliest convenience. Once I receive the document, I will conduct a thorough review and promptly follow up with you to work toward a resolution.
  
  Thank you for bringing this to my attention, and I look forward to assisting you further.
  
  Best regards,
  
  ****** ******
  Owner Loyalty Manager
  Nissan of Clearwater

  Customer Answer

  Date: 12/10/2024

   
  Complaint: 22608632
  
  I am rejecting this response due to the following.  I emailed Ms. ****** with the requested information and was told an internet advertisement of a like-vehicle at a lower price was not sufficient for Nissan of Clearwater (NoC) to honor their Best Price guarantee.  ****************** indicated Nissan of Clearwater (NoC) required a written offer from a dealership to honor NoCs Best Price Guarantee.  I emailed Ms. ****** back asking her to clarify where within NoCs Best Price Guarantee advertisement it stated that a customer had to have a written offer from a dealership for the Guarantee to be honored.  Ms. ****** responded by acknowledging that NoCs Best Price Guarantee, as advertised, does not include verbiage stipulating that to honor the Best Price Guarantee and offer from a competing dealership must be in writing.  Ms. ****** stated she would coordinate with the marketing team to ensure the advertisement was clear in the future and offered me two free tanks of gas as resolution.  I declined the free tanks of gas (a value of approximately $80) as the money I lost due to NoC not honoring their Best Price Guarantee was approximately $1,500.  In response I requested NoC provide accessories valued at approximately $350 in lieu of gas; which is still significantly less than what I was entitled to based off their advertised guarantee.  I have not received a response from Ms. ****** at this time and based on poor communication with the dealership up until this point I do not expect to hear back from them.
  
  Sincerely,
  
  ***** ******

  Business Response

  Date: 12/10/2024

  I have been in direct communication with ***** regarding his concerns outlined in the complaint. To address the matter and ensure his satisfaction, we have agreed to cover the cost of the specific accessories he requested.
  
  Please let me know if any further clarification or documentation is needed.
  
  Sincerely,
  
  ****** ******
  Store Assistant
  Nissan of Clearwater

• Initial Complaint

  Date:11/14/2024

  Type:Order 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.

  Got new car 2025 Nissan ****** about 4 weeks ago in contract car should have tinted window each time I made an appointment they cancel about 3 times Like I have nothing to do wasting my time giving me the run around . The finance for tint is in the contract No one call me to schedule an appt. I dont think they care

  Business Response

  Date: 11/14/2024

  Dear *******,

  
  Thank you for reaching out to us, and we sincerely apologize for any inconvenience and frustration youve experienced with the scheduling of your tint appointment. We understand that your time is extremely valuable, and we regret that previous appointments were not successfully completed as anticipated.

  
  Our tint team is available on Tuesdays and Thursdays between 10 AM and 2 PM, and we would be glad to reschedule your appointment within those hours at your earliest convenience. Additionally, we want to clarify that there is no cost for the tint specified in your contract. If you would like, we can send a copy of the contract to your email for your records.

  
  Please let us know what day works best for you, and we will do everything we can to ensure a smooth, positive experience moving forward. Thank you for your patience, and we look forward to serving you soon.

  
  Best regards,

  ****** ******
  Store Assistant
  Nissan of Clearwater

  
  

• Initial Complaint

  Date:11/01/2024

  Type:Sales and Advertising 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 was denied the sale of a vehicle after advising the representative that I had a pre-approval from my bank. I uncomfortably allowed them to run my credit, and not only did they not sell me a car, they insulted me by suggesting that my current car (2018 *** *****, in pretty good condition) is almost valueless for a trade. It is appalling that an upsell is more important than honoring a valid pre-approval from a reputable institution. Will never purchase here, even if I had better credit.I CAME TO THIS ESTABLISHMENT AS AN HONEST, HARDWORKING SINGLE MOTHER WITH A DECENT INCOME. MY ***-APPROVAL WASN'T EVEN CONSIDERED OR LOOKED AT!! THE ONLY PEOPLE Y'ALL CARE ABOUT HAVE 700+ CREDIT SCORES AND 6 FIGURE INCOMES. THAT'S NOT THE MASSES. MANY PEOPLE ARE STRUGGLING LIKE MYSELF! I WAS 100% SLIGHTED AND DISCRIMINATED AGAINST. HAD I LOOKED DIFFERENT, THE ***-APPROVAL WOULD HAVE BEEN HONORED, AND I WOULD HAVE DRIVEN AWAY WITH A NEWER CAR TODAY!YOU DON'T HAVE TO SELL ME A CAR, BUT YOU CAN AT LEAST REMOVE THE INQUIRY RROM MY CREDIT REPORT CONSIDERING MY CREDIT WAS PULLED WITHOUT ANY CONSIDERATION OF THE *** APPROVAL FROM SUNCOAST CREDIT UNION!

  Business Response

  Date: 11/04/2024

  Dear De'*****',
  
  Thank you for taking the time to share your feedback with us. We sincerely apologize for any distress or dissatisfaction you experienced during this interaction; it is never our intention for any of our clients to feel this way. We value your feedback and take your concerns seriously.
  
  We appreciate your willingness to communicate your concerns, and one of our Sales Managers have already reached out to you directly to help clarify any misunderstandings, and see what we can do further to potentially earn your business and ensure complete satisfaction from here on out. Your satisfaction is of utmost importance to us, and we are committed to making this right.
  
  Thank you once again for your understanding and patience. We look forward to resolving this matter and restoring your confidence in our services.
  
  Warm regards,
  
  ****** ******
  Store Assistant
  *************************************************************
  Nissan of Clearwater
  

• Initial Complaint

  Date:09/16/2024

  Type:Order 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 August 10th 2024, I purchased a vehicle from Nissan of Clearwater. I put $2,000 down on it and still havent been given information about the banker, or the due date of my loan. I still don't have the information. I recently checked two documents that were signed on August 26th of 2024, the last day I returned to put the rest of my down payment. When I looked at the documents, one was a pre-maintenance agreement, and the other one was a gap addendum; where it says customer signature, both of them were signed by someone other than myself. One had someone else's signature and the other one somebody signed my name and it was not me, it was done without my knowledge, or my consent. These agreements added an additional $2,100 to the price of my vehicle. I have the documents and I can take a photo and email them to anyone who would like to see them, along with documents included in that packet that have my signature on them and a separate piece of paper with my signature. I have filed a complaint with the *********************** and have also contacted my local law enforcement and it is being investigated. I feel I've been a victim of fraud and deceptive business practices. I'm also a senior. I thought walking into a so-called reputable business would mean that I would be treated in a legal and proper manner. This whole situation has been a shock and a nightmare for me. I also want to make people aware of this.

  Business Response

  Date: 09/16/2024

  Dear Ms. ******************** you for bringing this matter to our attention. We take these concerns extremely seriously and are committed to addressing them promptly and thoroughly. I want to assure you that we are investigating this matter with the utmost care.
  
  It is my understanding that your second visit on August 26th was intended to provide the remaining down payment and to finalize the financing by signing the necessary documents. I will be contacting you directly to include copies of your retail installment contract and buyers order for your review, allowing you to compare the signatures on these documents, as I did as well. To clarify, on the *** addendum and the Pre-Paid Maintenance agreement, the Finance Managers signature appears alongside yours on these documents. Please note that the Finance Manager is required to sign these forms to complete the transaction process.
  
  If you would like to proceed with canceling the *** and Pre-Paid Maintenance agreements, please let me know. I will immediately notify our Finance Director to ensure that the necessary steps are taken to process your cancellation request without delay.
  
  In regards to your first payment due date and paperwork from the lender, my records show that your first payment is due on 9/25 with **************. ********* is responsible for mailing you a Welcome Letter, which will contain the loan payment details, payment due date, and will list a few ways for you to make your monthly payments to them. In some cases, there could be a delay on them sending out the Welcome Letter to you. If this is the case, you can contact them directly by phone and they should be able to take your first payment by phone or by mail, and assist you further from there.
  
  Once again, we sincerely apologize for any distress this situation may have caused. Please feel free to contact me directly with any further questions or concerns, or if you need assistance with the cancellation process.
  Thank you for your patience and understanding.
  
  Best regards,
  
  ****** ******
  Store Assistant
  *************************************************************

  Customer Answer

  Date: 09/17/2024

   
  Complaint: 22290656
  
  I am rejecting this response because: in your response, you claim that the manager's signature appears alongside my signatures. The manager may have signed those agreements, but the signatures you are claiming to be mine are not mine. Someone forged my signatures- that is the issue. Again: I never signed those documents/agreements. someone else did and forged my signature. That is the issue. I believe you completely understand what I'm saying, but you are completely sidestepping it. Let me be clear: Those signatures you are claiming to be mine are NOT mine. I did not sign those agreements, those are not my signatures, which means they were forged.
  
  Sincerely,
  
  **** ******

  Business Response

  Date: 09/23/2024

  Following my email correspondence with Ms. ****** and the provision of the cancellation forms, I will promptly process them upon receipt. I will prioritize this matter to ensure a timely resolution to this matter.

  Customer Answer

  Date: 10/04/2024

   
  Complaint: 22290656
  
  I am rejecting this response because:

  . Unfortunately, I didn't respond because we had to evacuate due to Hurricane ******. We live in a manufactured home in *********************** and we were told to evacuate and we left the state in order to do so and have not been home since. I appreciate at this time that the complaint was closed, I don't know if there's any resolution to it because of the concern about my signature being forged. I can't afford to get a handwriting expert involved, but I know those signatures are not mine. The paperwork shows two different signatures. One document has my actual signature and the rest of the documents have a completely different signature that I know I didn't write. I don't understand why that happened or how that happened or what's going on, but that is my main issue. I honestly don't think without getting an expert involved there is any resolution to this, but I am completely baffled. I signed numerous documents that were projected onto a desk and it was electronic, but I can't see in any possible way how my signature could have changed to the point where it is unrecognizable by me. I write with a backhand or what's called a reclined slant. I'm right handed and my signature looks like I'm left-handed and that's the way I've written my entire life and it hasn't changed. What also has me completely puzzled is that there are two places on a document that have my actual signature, but the rest of the documents have a signature that I did not write and regardless of how I signed my signature it should not have changed significantly with the slant in the opposite direction. I even tried to imitate the signatures that aren't mine and I couldn't. When the dealership showed me all the signatures asking me to compare them, they left out the two signatures that are actually mine and only showed the other signatures. I have the document that has my genuine signatures on them. They are clearly,  completely different than the other signatures. I showed them to family and friends and they said the two signatures are completely different.

  This whole situation is a huge concern to me, because I'm not getting any answers. I did not select an electronic signature to stamp all of my paperwork which can be done with onboarding paperwork for employment, but I literally signed every single space that came up, I did not use or pick an electronic signature to replace mine-I used my own hand to write in all of those spaces, leaving me with the question of what happened and how did it happen. I'm afraid I'm never going to get answers, but I thank you for acknowledging my complaint and contacting Nissan of Clearwater. 

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

  Business Response

  Date: 10/04/2024

  Dear Ms ******************** you for reaching out and expressing your concerns. I'm surprised to hear about this latest complaint, as we've been communicating by email to assist you in cancelling the warranties.
  
  I want to assure you that in no way do we feel there was any forgery involved during this transaction. However, I understand your concerns, and my priority is to resolve this situation as quickly and effectively as possible to ensure the funds go back to your loan balance promptly.

  Please let me know how you'd like to proceed or if you need any further clarification.
  
  Best regards,
  
  ****** ******
  Store Assistant
  *************************************************************
  Nissan of Clearwater

• Initial Complaint

  Date:07/17/2024

  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.

  On 6/24/2024, my son and I purchased a 2011 Tiguan for $11772.24 with a trade in of $250.00 and a cash down payment of $1700.00. The next day, the car was having mechanical issues and we returned it to the dealership. The dealership continued to discover problems with the vehicle over a 2 week period where I had to call daily for updates. I emailed the *** I met with ***** in person and he said that if there were any other issues with the vehicle before the month end, that he would give us what we paid for the vehicle. I asked him to give me that guarantee in writing and he responded to my email. Before the month was over, the vehicle had another mechanical issue. I emailed ***** again and he had his used car manager, *********** me. *** said they where willing to put us into a ***************************************************************************************************************************************** $5000.00 more and extend the loan an additional 3 years. *** denied ever telling me that I would not have any additional cost. I then asked to speak to ***** who was suddenly unavailable. The options I was given was to take the **********, which had nothing but problems all while in the shop or take the Outlander. I even asked if there was another car at a sister dealership that we could consider and I was told that was not an option. The Outlander has a ding in the windshield and the right front passenger side door has a squeak. I was told that someone would contact me to schedule the repairs. I have left a message for *** regarding the promised repairs and I have also emailed ***** regarding the refund of the down payment and trade in on the original purchase since that was not honored. I have not received a phone call or a response to my email. While they had the **********, they did give me a loaner car, which they tried to charge me for when I turned it in. It is my expectation that they refund us $1950.00 and fix the windshield and door.

  Business Response

  Date: 07/19/2024

  Dear ******,
  
  Thank you for reaching out and providing detailed information about your experience. I apologize for the issues youve encountered and understand your frustration. We aim to ensure our customers are satisfied and regret that we have not met your expectations. I would like to clarify that we covered the cost of the rental vehicle while addressing your initial concerns. Additionally, we paid off the entirety of the 2011 ********** Tiguan balance, effectively applying your down payment from the previous loan towards the total trade-in value. This was done to lower the total balance being financed for the *********** ensuring that you wouldn't be impacted by any negative equity transferring from the previous loan onto your new loan.

  We are offering our assistance in addressing your concerns with the ************ windshield and the squeak with the door. Our windshield company should be contacting you shortly to schedule your at home appointment, at your convenience. Please let us know when is the best time for you to bring the ********** to the dealership, so we can address what's causing the noise you're hearing from the door.

  If you need any further clarification or assistance, please do not hesitate to contact me directly at ***********************************.

   Thank you for your patience, and I hope we can resolve this matter to your satisfaction.

  
  Best regards,

  *************************
  Store Assistant
  Nissan of Clearwater 

• Initial Complaint

  Date:07/10/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Purchased 2020 Tesla Model 3 on 6.23.24 1. ******/***** (sales) presented the car as a long range, found out June 24 it was not 2. ***** demonstrated the car features but email received from Tesla that many of the features were subscription based that expires July 2024 3. ******/***** stated I would receive a federal rebate of 4k for buying a used EV. Found out the car doesn't qualify 4. Agreed to fix a gauge on the drivers door. Car went into the Nissan shop only to look like they had applied white out. ********** that was "the best they could do:" 5. Warranty on the window of the car was marked with WARRANTY, only to find out at financing from ***** car has no warranty. Confirm with ****** a week later that the warranty should have never been marked 6. ***** stated Nissan would cover GAP insurance due to the deceptive information on the warranty however per ******, the cost of GAP was passed to me and added to the car cost 7. 1k was added to the cost of the car at the time of financing, was told by ***** this was because I did not finance with Nissan. Told by ****** it was because I did not have a trade in 8. Was told car insurance would be cheaper, it is not. Was told I would save money on gas with a long range however car is a standard range and the previous owner of the car who works there his electric bill went up over $100 9. 2500 Care Package added despite not wanting it since it doesn't SAVE money as it is portrayed. 10. Per ****** the contract could have been adjusted however it was already financed. I requested to return the car due to deceptive practices within 24 hours and no one in management would return my call and has still not returned my call at the time of this complaint This is very deceptive. I am out 1k for not having a trade in, 4k for car not qualified for EV rebate, 2500 for "care package" since I don't trust them enough to work on my car, and 1400 for gap, and no warranty. That is minimum $8900 out due to their deceptive practices.

  Business Response

  Date: 07/12/2024

  Dear *******,

  Thank you for bringing your concerns to our attention. We deeply apologize for the experience you had with your recent purchase of the 2020 Tesla Model 3. Your feedback is crucial, and we take these matters very seriously.
  We understand your frustration regarding the discrepancies and miscommunications about the cars range, features, and the federal tax credit. Additionally, we acknowledge the issues you faced with the *** insurance and the protection package that each of our new and pre-owned vehicles are equipped with. Your overall experience is not reflective of the standards we strive for at our dealership, and we sincerely apologize for any distress this has caused.
  
  We have committed to rectifying this situation to the best of our ability. Please be assured that we have addressed these concerns with our finance team to ensure such issues do not occur in the future. We also understand the importance of educating our team further on other brand vehicles and their capabilities and software upgrades, and will use your feedback to improve our processes moving forward.
  
  We truly appreciate your patience as we work to resolve this matter. If there is anything more we can do to assist you at this point, please do not hesitate to contact us directly. Your satisfaction is our priority, and we want to ensure that you feel confident in your decision to purchase from us.

  Once again, we apologize for the inconvenience you have experienced and are committed to making this right for you.

  Best regards,
  *************************
  Store Assistant
  Nissan of Clearwater

  Customer Answer

  Date: 07/12/2024

   
  Complaint: 21969543
  
  I am rejecting this response because: the rectifications mentioned are only toward the companies internal processes and not to me the consumer. What rectifications are there to help me in this situation? 
  
  Sincerely,
  
  *********************************** ********

  Business Response

  Date: 07/23/2024

  This response was taken verbally by BBB:

  We have been working directly with our customer to help resolve her concerns. She came into the dealership on Saturday and we were able to resolve a majority of her concerns. As for her negative equity we have no control over. Regarding the tax credit we are not in control over what the *** concludes is eligible or not. We never provided the consumer with anything that claims she would receive a tax credit. We believe we have done all that we can to satisfy her but she insists we owe her more. We are sorry the customer remains unhappy but there is nothing more we will be providing.

• Initial Complaint

  Date:07/03/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased my 2016 *** **** from Nissan of Clearwater in June 2022. My car engine has broken (2weeks ago now). In 2021 a RECALL of my ENGINE came out (before i purchased the car) and I owe 13k still on my car as I finance through my bank. I have called *** of USA to help me, as well as the dealership and NO ONE can help me. I was sold A BROKEN vehicle. The mechanic I took it too told me the issue was already happening when the car was sold to me and that it was NOTHING I CAUSED. Its 4k for the mechanic to fix. In this economy right now, AS A 27 year old SINGLE MOTHER OF A 4 YEAR OLD, that is NOT POSSIBLE. The bank cannot help me, the main *********** wont help me. I WAS SOLD A BROKEN CAR THAT I HAVE TAKEN VERY WELL CARE OF FOR THIS TO HAPPEN. Someone needs to help me. I have no options. I cannot safely drive my daughter in my car to get her to school so I can work.

  Business Response

  Date: 07/05/2024

  Dear ********,
  
  Thank you for discussing your concerns with me on Wednesday. I understand how frustrating this situation has been for you. I am confident that *** will work to promptly diagnose and complete the necessary repairs on your vehicle, pending approval from the extended warranty company. If you have any further questions or need additional assistance, please dont hesitate to reach out. I'm here to help.
  
  Kind Regards,

  *************************
  Store Assistant 
  Nissan of Clearwater