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:07/24/2024

  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.

  October 2023 I noticed the paint on my 2020 Nissan Altima was chipping. Went to Nissan in ************ ** and tried to talk to a manager about there being a recall on my paint and I would like to get it taken care of. No one knew what I was talking about but months later I was able to finally see the manager and he gave me the Nissan Consumers Affairs information to contact about getting help with my car on my paint being fixed. Reached out to a representative and the representative then had to continuously reach out to Gainesvilles Nissan service manager (****** who didn’t answer any calls so my case was continually delayed since the representative didn’t know how much my paint repair would cost. Finally in March 2024 the Gainesville manager was able to give an estimate of how much my repairs would be and the representative informed me that my repairs would be covered 90% from Nissan but that offer is only valid for 90 days. Today, July 24, 2024, no one from Gainesville Nissan has reached out to me about my repair, no one is answering their phones when I try and call not even the Nissan Consumers Affairs will answer my calls or reach back out to me. I now have two cases open and still nothing has been resolved. Case #******** & #********. I don’t remember the representatives name but their callback numbers were ************ and **********. Called Gainesville Nissan once again on July 19 th and still no answer. Meanwhile the chipped paint on my car is spreading on my hood causing it to widen and worsen every times it rains. This is very frustrating for me because I have been a Nissan owner for years and never had any problems with the paint on my car or anything. So the one time I have a serious issue no one is willing to help.

  Business Response

  Date: 07/24/2024

  Good afternoon,

            After reviewing the case I was able to confirm the goodwill coverage with Nissan and per our conversation today I was able to set an appointment for 7/29/2024 at 930am to submit your vehicle for the repairs. My apologies for any difficulties with communication and look forward to getting your paint case resolved next week, Thank you

  Customer Answer

  Date: 07/29/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this response is satisfactory to me. 

  Regards,

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

   

• Initial Complaint

  Date:04/23/2024

  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.

  My husband purchased a vehicle from this dealership in December that was supposed to be a good running vehicle. A few weeks ago it stopped accelerating while at a red light and had to be towed home at our expense. The car is inoperable and weve been without a car ever since. My husband needs the car for medical appointments because of a growing brain tumor. We contacted corporate and was told there was nothing they could do. Theres no lemon laws in ******* for used cars. This is horrible customer service.

  Business Response

  Date: 04/23/2024

  To whom it may concern,

   After doing research concerning the customer complaint. We pulled the customers deal and found that he did sign an Buyer Guide stating AS/IS, and also signed the 

  Carfax report. It also looks like the customer purchased a Warranty for the vehicle, but stopped making the payments required to have the warranty active. We have contacting

  the warranty company to see what it would take to reactivate the. The customer needs to contact the company to reactivate his warranty. The customer was well aware the vehicle

  was being purchased AS/IS when he signed the paperwork, and that is the reason he bought the Warranty just in case he had any issues with the vehicle in the future. Unfortunitely

  the customer stopped making payment towards the warranty, which we can not control. We can help the customer with the number to the company if needed, but are unable to

  reinstate the warranty. Only the customer can do it.

   

  Thank you

  Customer Answer

  Date: 04/24/2024

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

   Complaint: 21605203

  I am rejecting this response because:

  Regards,

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

  Customer Answer

  Date: 04/25/2024

  I just will never go there again.

  Business Response

  Date: 04/25/2024

  Mr and ****************** came in to the Dealership on Tuesday trying to purchase another vehicle from us. We did our best to get them approved but were unable to secure financing at that time. At that point

  we made a phone call along with the customer to the the warranty company to whom they stopped making payments to. They were given an exception by the warranty company to pay the payment by the

  1st of May, and the Warranty would be reinstated. This was not a normal gesture from the company, but they gave the customer a chance to get the warranty back and get their existing vehicle repaired. The

  customer must have rejected our response after we were unable to secure financing for them on Tuesday. We tried everything we could to get them approved but were unsuccessful.

  Customer Answer

  Date: 04/26/2024

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

   Complaint: 21605203

  I am rejecting this response because: My husband and myself  came in to try to resolve the issue with our car but they wanted us to get a co-signer to purchase another car from them. I absolutely would not purchase anything else from this dealership considering we paid cash for a car that literally only lasted 4 months and requires $4000 worth of work to be repaired. My husband is on a fixed income and requires transportation to medical appointments for a brain tumor. They will never get another ***** from him or anyone I know.

  Regards,

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

• Initial Complaint

  Date:04/23/2024

  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 brought my car in for a few issues on which I detailed, and after an hour of waiting I discussed with a worker about running a diagnostic.I was told that if they looked at all the issues I described, they would charge me a separate diagnostic fee for every issue I had outlined. I was asked if I would like them to only focus on one thing instead to avoid the extra charges, to which I said yes. I detailed the one problem that I was concerned with and asked them to look at that one only.I waited four more hours with no information and had to approach them and ask about my vehicle.They told me of the issues they had found, which included a few different ones from the issue I had told them to focus on. One worker explained the cost of each repair if I decided to get it repaired there, to which I declined. It was also said they would charge me a separate diagnostic fee for every issue if I decided to get them repaired, unless I decided to come back at a different day and they would remove them from every repair charge.They continued by having me pay, and THEN showing me what I was being charged for. This is when I found out they charged me a repair fee for something I never authorized.At no point did they discuss with me repairing anything, I was told they would ONLY run a diagnostic. They did not tell me what was repaired after I had payed, nor when showing me the bill.I was charged for a $550 labor fee which included them looking at the issues they asked if I wanted looked at and I had said no to. I was told that the only charge I would receive is a $185 charge for a diagnostic test. It was never explained how the bill became so high. They also returned my vehicle in a dirty state. The interior door had either oil or grease on it, mainly around the window control button and the door handle.

  Business Response

  Date: 04/23/2024

  Reached out and spoke with customer. Confirmed with customer this complaint was for the ********************** in Gainesville, Georgia not Gainesville, *******. Wrong location. 

• Initial Complaint

  Date:07/11/2023

  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 purchased my Nissan from GN then I returned and traded it in on a different vehicle 7 months later. I put 4,000 down. There was a agreement for a alignment that was never completed, my truck had no radio 100.00 to repair, no antenna 20.00, no key fob only a code 100.00, then I was promised a detail only to be told the machine ( steamer) was not functioning. This truck reeked of marijuana. 140.00 detail. 20.00 brake light and 57.00 for 2 fog lights. I had to borrow a ride for 2 days before I could even drive this truck. Then only to find out one of the tires has a patch and 30% or less of tread on the tires total 1712.00 alignment 150.00I have called numerous times. One conversation was “ he lost money selling me this vehicle” I have requested my money back in my gap with the original trade in , no return calls either. I have been left no choice other than to file this complaint All of the above has receipts texts messages call logs money spent within 5 business days of this vehicle

  Business Response

  Date: 07/11/2023

    Good morning, we've been sellingMs. ***** and  her family for years. We are  truly sorry she feels that way, but we explained to her we would take care of the alignment which we did and we would give her an extra detail. Ms. ***** was told too bring her truck back saturday so we could look at the radio she never came.

    We will call her today 7/11 and try our best  to rectify the situation.

  Customer Answer

  Date: 07/11/2023

  The inspection, alignment or detail was never completed after the purchase as agreed as I have absolutely no documentation in my vehicle of proof.  I had to pay out of pocket for these services for safety reasons as the vehicle is lifted and it is not safe to drive without a proper alignment.  If you review the text messages windshield wipers were not working, brake light missing as well as fog lights and radio not working at all, antenna, tires are being replaced as of today, this is insane within 5 days! I purchased this vehicle on 7/3/2023 Gainesville Nissan kept my vehicle till 7/5 none of these repairs were completed. But in the response come back on Saturday? 5 days after a purchase when your customer is over a hour away and you’ve already had the truck a additional 2 days? Nissan failed to address all other issues in the complaint as well .All I am requesting is my reimbursement for the misrepresentation of inspection Nissan is liable for prior sales. Had this been done this would have played a role in my decision in purchasing this vehicle as well the financial requirements thereafter.

  Sincerely,

  ****** *****” *****

  Business Response

  Date: 07/14/2023

  After speaking with Mrs ***** on several occasions. We were able to work with her and get her a refund back for the items she had paid for to 

  get the repairs done. I will contact her again this evening to ensure she is completely satisfied with the outcome. If any other info is needed to

  close this issue, please let us know asap.

• Initial Complaint

  Date:04/03/2023

  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.

  On 03/29/2023 I paid 895.48 dollars to Gainesville Nissan Parts located at **** * **** *** ************ ** ***** for a new gear shift. I took my 2012 Hyundai Sonata Hybrid to get inspected and repaired as my car was making a loud beeping noise and a "warning do not drive" indicator was on. The associate I talked to told me a new shift gear would fix the problem. I asked them if they were sure that would fix the noise and warning light, they assured me, and I signed the okay paperwork to start fixing the car. I WAS NEVER GIVEN A COPY OF MY REPAIRS ESTIMATE. When I went to pick up my car, I noticed that the noise and warning light were still on. They said because I approved that estimate, they did exactly what was on the estimate which was changing the shift gear. I argued with the manager that was because his associate confirmed to me that was the solution to fixing the noise and warning light problem. Gainesville Nissan Parts has since been UNWILLING to offer me a refund and only offered a complementary new inspection/diagnostic on the car which I refused. I am at a loss for words at how poorly I was treated, and how easily they misguided me. I even suggested they undo whatever work they did to my car so I can get my refund and they refused. They have been avoiding my phone calls and only offer a new inspection as a solution.

  Business Response

  Date: 04/03/2023

  Your case was reviewed, and our records show your initial check in concern was only for a shifter concern of which the documentation shows you signed and approved that diagnostic. The paperwork shows no mention of any other concerns. The follow up records show you were sent an inspection report outlining the recommendation for repair and thru recorded messages reflect you approved the shifter repair and once again did not mention anything further. We have these systems in place to both protect us and the customer to make sure we are giving proper service. If you have additional concerns that need to be diagnosed, we would be able to evaluate those further. 

• Initial Complaint

  Date:02/16/2023

  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 took my car there to get some warranty work done and got my transmission replaced, I received my car and it was making a very bad vibrating noise and I was concerned so I brought it back. They said that it was just my tires and to go on with my day a couple weeks later transmission fell apart and revealed that there was loose bolts inside and when I told them about it, they said that it was a part my car doesn’t have and that it wasn’t their fault

  Business Response

  Date: 02/20/2023

  Spoke with the customer and after reviewing the case/information it has been determined that his current issue was due to a piece of his driveshaft failing. This piece is separate from any items replaced or work completed during their service visit. We would have no issues inspecting the vehicle further or assisting with a future repair should he decide to bring us the vehicle. He does have my direct contact information should we need to discuss this further. 

• Initial Complaint

  Date:01/20/2023

  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 took my vehicle in for a check engine light and the vehicle was pulling to the left when I let off the accelerator. The pulling issue was my main concern, I explained when I dropped off the vehicle. I got a quote to replace the calipers for $890. Service department explained this would fix the issue. Then they said I also needed a new catalytic converter. With my main concerned fixed, I thought it was a good idea to get the car in good working order as much as I could so I authorized the repair. I would not have authorized the second repair had I known the first issue wasn’t fixed. Next, they said they ran into an issue during the repair and needed another $765 to replace a pipe. I agreed because it sounded like I had no other choice at this point. Then they said the car was fixed and I could pick it up. Then they said they needed more time, but it only needed an alignment and it would be ready. Then they stated that the original problem wasn’t actually fixed and they needed a new repair and another $1400 to fix the original issue. I would not have authorized the other repairs had I known that the original issue, which impacts the drivability of the car, was not repaired. I only authorized the other repairs based on the service advisor stating my issue was fixed. Now I have a $4400 bill and what I brought the car in for isn’t repaired.

  Business Response

  Date: 01/20/2023

  Spoke with **** ******** today and went over details on what options we have to work this case out. I assured her we will get to a resolution we both will be happy with. We are continuing with a suspension repair we didn't see as a factor at first, at no further charge and will update her when this resolves her drivability concern. 

• Initial Complaint

  Date:01/03/2023

  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.

  My vehicle was towed to Gainesville Nissan because it needed a. Water pump. They told me it was 2 hose(s) that needed repaired which cost $1400. Then the price went up to $2400 because now they're saying a water pump is needed. Which they were told from day one from me and the tow truck driver. I didn't agree with the price. I also asked for a loaner because they took so long to find out what was wrong with the car... That's the excuse they gave. They told me they didn't have any and that I would have to be placed on a waiting list...After a couple of weeks Gainesville Nissan called and said they broke a valve and that I could come get a rental car. I'd already rented a car for $674 and had to rent a car again because after I got the car back, it kept cutting off. Which was very dangerous and annoying. It would could off when I slowed down or when I was stopped at a traffic light. They towed the car back to Gainesville Nissan and kept it for a week. Still couldn't find what was wrong with the car. Said either the Catalytic converter or coil gone bad. When I picked the car up the manager was nowhere in sight. Was told that he was in a meeting and that I could call that following Monday for a print out of what was done to the car. I received a text from Gainesville Nissan basically saying they wanted to make sure I was satisfied. I informed them that the vehicle still doing the same thing. But he didn't respond back. My car is worse than it was before I took it there. I feel that they took advantage of me and don't care for their customers. They do what they have to do to get rid of you and once you're out of sight you're out of mind to them. They're not here to make sure you're satisfied with their service. They're all about ripping you off, ignoring and lying to you. I trusted ***** ******* would do the right thing like he said he would. But that was false. I've spent $1900 with them and my car is still undrivable. Very Dissatisfied Customer.

  Business Response

  Date: 01/03/2023

  The vehicle was towed in and stated to have an overheating problem to which our technician identified the radiator hoses and heater hoses to be in bad shape and recommended replacing those items. After those hoses were repaired the technician did notice there was still a water leak coming from the water pump. The service manager spoke with **** ********* and admitted that even though the hoses were in bad shape that fact that was water pump was bad could have potentially been quoted up front. In light of this the repair was reduced drastically to the cost of the water pump repair along with just the part cost of the faulty hoses as a courtesy. The job was completed and the vehicle (That was towed in) was no longer overheating and drove fine thru our test drives. **** ********* contacted us and informed us the vehicle was shutting off, so we arranged for it to be towed in and diagnosed as a courtesy no charge to her. Once the vehicle made it to the shop, we identified a faulty spark plug to be causing her engine to misfire causing the vehicle to run rough. We explained to her what was going on and she also had a catalytic converter code to which she admitted knowing the check engine light was on prior. Due to the fact that she just had just had repairs done with us and it was a smaller repair we took care of it as another courtesy. Despite the repairs being unrelated we have done what we can to help. If there are ongoing issues, we would gladly further diagnose them to help. The vehicle is no longer overheating, and we have confirmed our original repair is still good as there is a 12 month /12k mile warranty if there are any further issues with the water pump. 

  Customer Answer

  Date: 01/06/2023

   

   Complaint: ********

  I am rejecting this response because: he claim to have resolved the problem. First of all, my vehicle was in perfect shape before I took it to Gainesville Nissan. The only problem was that it was overheating. Yes, the hoses and water pump was so called replaced replaced. But my car shut off no more than 10-20 minutes after I drove off the lot. I drove home and parked it for a few days. When I did drive it, it cut off every time I would slow down or come to a traffic light or even in the middle of an intersection as I'm turning. Which is very dangerous. Yes, it was towed back to Gainesville Nissan. When I picked the car up a week later. It wasn't riding like it usually run. It cut off twice after I left the place. I parked it for a few days. I drove it to Palatka to test drive it. It was ok, but still could tell that something was wrong. Coming back to Gainesville the car cut off every time I slowed down or came to a stop. They never told me what was repaired. I asked Chris for a print out of what was repaired. He told me that ***** ******* was in a meeting. It was no printout because I don't think it was no work down to the car. No one open the hood (never) to show what was done or showed an old part that was replaced or anything. My car is now at another mechanic shop. Gainesville Nissan should be held responsible for the repairs. I feel that whatever they broke on my car while changing the water pump its the real reason my car is having this issue. Again I feel like I was over charged for the water pump and taken advantage of because they don't have any concern about my vehicle and that I have no transportation because of their negligence and inexperienced mechanics.

  Regards,

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

  Business Response

  Date: 01/12/2023

  Good afternoon,

    You mention the vehicle was in perfect shape, yet it was towed in for an overheating problem. Regardless, everything you mention in your response doesn't seem to identify a problem with your vehicle "overheating" which is the issue you paid our facility to correct. We follow national labor times and guides to be fair across the board on pricing. We even worked with you on the price considering the original issues with the hoses vs the water pump needing to be done. If there is an issue with your water pump which is the job you paid for, there is a 12 month/ 12,000-mile warranty where it would be covered and replaced for free. Gainesville Nissan would have no problems diagnosing your vehicle further as it sounds like unfortunately you have other factors at hand. 

• Initial Complaint

  Date:11/22/2022

  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 recently traded in my 2020 nissan altima here at gainesville nissan for a 2019 kia sportage. since trading in i have taken my car back 3 different times AT LEAST to be fixed for oil sensor and having issues cranking to all the electrical signs appearing on my dash and it leaving me stranded, this car is almost $20,000 more dollars than my altima. they replaced my battery as soon as i bought the car due to it leaving me stranded and stalling, still had the same issues so i took it back. they tried to charge me $800 to replace the battery AGAIN until i had a mechanic call in. i am still having so many electrical issues with my car and will not get a call back from my salesman, who is now the sales manager named ****** or the service manager whose name is *****. they tried to scam me and charge me for a part under warranty

  Business Response

  Date: 11/25/2022

  Originally there was confusion with the coverage of a battery she needed replaced along with a speed sensor the vehicle had an issue with. A newer advisor that is no longer with us wasn't correct, since then we fixed the battery and speed sensor and was unaware of any further issues. I have made contact with Mrs. ********* and she let me know she is experiencing some other electrical issues now. I have set an appointment with her to drop her vehicle with me Tuesday November 29th so we can get her taken care of.