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:04/10/2025

  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.

  I purchased a 2018 Nissan Murano and also purchased an extended warranty. I have been waiting since February for the head of the finance department to HONOR my warranty. So far, all I have been getting is the runaround, and I want my vehicle repaired. I have been informed by **** she is the one that sold me the extented warranty, that her boss has not gotton back to her., and that was in February and several weeks ago I went back to Naples Nissan to have my sound system repaired and the service department won't honor my warranty until the head Fiance officer approves of it. It has been nothing short of running around. I am informed that Naples Nissan, failure to honor my warranty is a breach of contract.

  Customer Answer

  Date: 04/14/2025

  I FILED A COMPLAINT ON APRIL 10/2025. ABOUT NAPLES NISSAN, AND THANKS TO YOUR HELP, I WOULD BE ABLE TO RESOLVE MY ISSUE. SO PLEASE CANCEL MY COMPLAINT AGAINST THEM. I WOULD NOT HAVE BEEN ABLE TO RESOLVE MY ISSUE WITH NAPLES NISSAN IF IT WERE NOT FOR THE BBB. A VERY BIG THANK YOU
  

• Initial Complaint

  Date:02/07/2025

  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.

  In Feb of 2024 we purchased a 2023 Nissan Rogue. We were not in the market for a car but saw the promotion for free tires for life and bought the car based on the promotion. At the time of purchase after being reassured of the free tires there was no further discussion from the dealer about this promotion. On Feb 1st 2025 we brought the car in for an oil change and tire rotation. Since the car has just over ****** miles and the tires are showing wear, I spoke to the service manager who said wed discuss it at the next oil change. When the service was completed, 3 systems flushes were recommended at $220 per flush. I declined the service. When I again questioned the tire replacement I was eventually was handed The Naples Nissan Hassle-free Advantage . We had never seen that warranty until it was handed to us on 2/1/25. The first item pertained to the tire warranty. The service advisor claimed that the tire warranty was voided because I declined the system flushes. It also states that the car cannot be driven over ****** miles/year. I then spoke to the General Manager, ****** True who confirmed this was the case. He claimed follow up reminders were sent to read warranties. I must make the following points I never received the above referenced warranty because if I had we would never purchased the car because we routinely drive in excess of the ******miles so it would have been impossible to benefit/capitalize on this warranty. The car we traded in was a 2022 ***** that we purchased brand new with approximately ******miles at the time of trade. I also dont see the relevance between declining systems flushes and voiding the warranty for new tires. I believe they have engaged in a highly deceptive business practice. The circumstances regarding obtaining tires under the warranty should have been clearly stated prior to purchase since it is so restrictive and limiting and something we could never been able to capitalize on.

  Business Response

  Date: 02/11/2025

  We have attempted to communicate with ****** on every fashion to make sure she knew how she could claim her free tires. She was communicated at the time of sale which she signed. Then 2 months later we mailed her a post card to her which we have provided a copy of the post card and the proof that the post office mailed it out. It completely explains the rules that she needs to follow to get her free tires. We are willing to offer her Tires at Naples Nissan at our cost. She can pay for the cost of the Tires we will pay for the mounting and balancing if she would like. 

   

  Thank  you

  ****** True.

  Customer Answer

  Date: 02/12/2025

   
  Complaint: 22912020
  
  I am rejecting this response because: This warranty was not presented prior to deciding to purchase the car. We would not have bought it knowing we were limited to ****** miles/year. I reiterate this is deceptive and renew my request for the tires to be provided under the warranty disregarding  my current mileage.
  
  Sincerely,
  
  ****** ******

  Business Response

  Date: 02/14/2025

  Again, the warranty was explained to you at the time of purchase and a follow up with the email and post card explaining the benefits. This is clearly written and spell out to you.  Again, we will offer you the free tire balancing for you as long as you purchase your tires. 

   

  Thank you

   

   

  Customer Answer

  Date: 02/18/2025

   
  Complaint: 22912020
  
  I am rejecting this response because:
  
  Sincerely,
  
  ****** ******

• Initial Complaint

  Date:01/06/2025

  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.

  On December 29, 2024, I, *** ********* and ******** ***** went to Naples Nissan at ********************************************************************** to purchase a used vehicle seen on their website for $16,600. **** *******, salesman started asking Feliesha about her credit and she indicated that her credit was not good but, that I would **-sign with her to get the monthly payments below $300. Monthly payments. And he told her that her payments were going to be very high.She also asked if she would qualify for a student dis**unt and he went to speak to someone about that. When **** came back, he showed us page with the following: market value selling price: $16,600. Dis**unt: $1,300. Adjusted price: ******. And Feliesha was very happy to get this great price. Now all she needed was the finance lady: **** *** to speak to her about the different loaning **mpanies but, the monthly payments were over $470. And Feliesha said that it was more than she can pay. So, **** allowed Feliesha to take the car for 48 hours in order to get the payments down and that she would call her back with details. No phone call back. Feliesha took the car in the following day and they refused it because we signed a **ntract. We explained to **** that they did not honor the price of $******. We had no choice but to keep the car and the price was changed. And they would not listen. They gave us a **ntract with me as Buyer and Feliesha as ** Buyer. Originally, I told them that this car is for Feliesha. I have **ntacted ********* and paid off the car at $18,171. And I also, gave a $3,000. down payment. The total for this Feliesha car **st me $21,171. This amount is wrong and Feliesha spoke to ***** ******, Sales Manager and he said that it's what was signed but, through it all they would not fix the price that Originally was given to us by **** and ****. I just want someone to Make It Right. Advertising a car for that price $16,600. With dis**unt, $******.. But, the vehicle purchase price was changed to $18092.46.

  Business Response

  Date: 01/27/2025

  This customer purchase a used car from us and they knew the exact payment before they left. They had multiple people involved in the deal and not everyone was happy. When they first made their complaint to us, we brought them back in and rework the deal with the bank. We were able to achieve a better financing deal for them which in the end we  could not make everyone happy. We were able to get them a lower payment just not as low as they wanted because of Credit issues. We have already resigned the customer and sent the new contract to the bank.
  
   
  
  ****** True

  Customer Answer

  Date: 01/27/2025

   
  Complaint: 22767701
  
  I am rejecting this response because: the real discount and price was not given as advertised for the Nissan Sentra at $16,600. 

  I have already paid off the car to Ally. Paying cash was an option for us but, this dealership did not want cash, they pushed financing the car at the end and we were not allowed to back out of financing to pay cash.. Not right!! 
  
  Sincerely,
  
  *** *********

• Initial Complaint

  Date:12/26/2024

  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.

  When purchasing my 2022 Rogue in May 2022, I asked for a service package that paid for any future service on the vehicle such as oil change, tire rotation, filter etc. The person who does all the paperwork said ok and it's on the contract as a service agreement for *******. I thought it was for the life of my vehicle but turns out it was for 3 oil changes and 3 tire rotations! For *******! I called and wrote a letter to the general manager with zero results. I went in person twice. I was blown off the first time by the person that I signed the original paperwork. She said "all those papers are upstairs and I will have to go through all of them". The second time a lady talked to me and assured me that the ******* was for oil changes and tire rotation. I felt ripped off then but let it go and thought oh well at least I don't have to pay for those things. I went to another Nissan dealership for the oil change and tire rotation and they informed me that I have used up my 3 oil changes and 3 tire rotations. So I guess I paid ******* for 3 services.

  Business Response

  Date: 01/08/2025

  GOOD AFTERNOON. *******, PLEASE COME INTO THE DEALERSHIP BETWEEN THE HOURS OF 9.00 AM TO 4PM 1/9/2025-1/15/2025 I WILL FILL OUT THE PROPER FORMS TO GET YOU WHAT MONEY IS OWED TO YOU ON THE WARRNTY CANCLEATION. IT WILL BE PROATED FOR THE TIME AND USSAGE YOU HAVE USED ON THE WARRNTY. 

   

  Thank  you 

  ****** True

• Initial Complaint

  Date:11/25/2024

  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.

  10/29/24

  Customer Answer

  Date: 11/25/2024

  I have a 2017 Nissan Rogue, I bought it from Nissan and I still service it there. 10/15/2024 I went to service the car, I paid, they gave me the car, I went home, when I was on the way home, I felt that the car would not work well on the 17th, I took the car back to the dealer, when I arrived, I told them the car won't work well, they took the car and looked at it, then they told me the car has a breakdown for $3848, I agreed to fix the car, the dealer gave me another car, on the 28th in the afternoon they called I am told that the car is finished, I said that I will not come again, I will come tomorrow morning when I go, I pay $3760 in cash, the rest of the money, I pay it on sunbit, I go to the car, the car is still not working, I made 4 trips back to the dealer told me the car has nothing on the 4th trip, the dealer told me to change 4 tires with a wink I told them my car has no problem with the tires they told me to pay $2646 says I don't have that money while I'm returning home the car's differential blew up, I asked help to push the car I took it back to the dealer I said here's what happened to me the person who received the car for the service it's my differential There was no oil, I said it was their business because I wanted to service my car. They really humiliated me at the dealer. When I went to the dealer, they told me that they would fix the car for $5226, so I left the car. in from them since 11/11/2024 they have never said anything to me and I am really upset because my car has 3 small children and the hospital is Uber.

  Business Response

  Date: 12/16/2024

  ****** ********** CAME IN TO OUR SERVICE DRIVE ON 10/15/2024 COMPLAINING HE HAD A CHECK ENGINE LIGHT ON, WE DIAGNOSED THE PROBLEM AND IT HAD A CARBON BUILD IN THE VALVETRAIN. WE RECCOMENDED IT TO BE TORN DOWN AND REPAIRDED. THE CUSTOMER DECLINED. SEE ON ATTCHED DOCUMENT *** ******. HE THEN CAME BACK ON 10/29/2024 AND AGREE TO FINACINE THE REPAIR WITH SUNBIT. WE THEN REEPAIRD THE **** THAT WE DIAGNOSE IN THE FIRST VISIT. THAT WILL BE ON ATTACHMENT WITH THE *** ******.THEN THE CUSTOMER CAME IN 11/25/2024 COMPLAINING THAT THERE WAS A LOUD RATTLE NOISE COMING FROM THER REAR. WE THEN DIAGNOSED THE PROBLLEM AS HE NEED TO DO ************ TO DIFF LEAK AROUND THE SEAL A COMPLETELY DIFFERENT PROBLEM. BETYWEEN HIS VISIT 10/29/2024-11/25/2024 THE CUSTOMER PUT 1160 MILES ON THE CAR.  WE WILL NOT BE GIVING HIM A COMPLETE REFUND AS WE HAVE FIX HIS CAR AND NOW HAS A DIFFERENT PROBLEM WITH THE CAR THAT HE NEEDS TO FIX. 
  

  Customer Answer

  Date: 12/18/2024

   
  Complaint: 22600286
  
  I am rejecting this response because:

  I really feel that it is a shame for a big company like Nissan, because it has no credibility. I found Nissan to be a big company that everyone could trust, but they are more willing to abuse. I am not satisfied with the nissan letter at all, the letter is not credible. I would like you to ask which of the nissan managers, how to talk to me, I asked to see a nissan manager, they did not receive my name, why because I am black. I see they mentioned 11/25/2024 they talked to me about the car what I talked to them about so far no one in charge of Nissan has ever heard me.
  
  Sincerely,
  
  ****** **********

• Initial Complaint

  Date:05/16/2024

  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 had a 2016 Nissan Rogue. I brought up here also bought the car from them. The car.Had an extended warranty for The transmission this company charged me $6000 to replace the transmission. Without telling me there was a warranty out. There for the issue that I was having problems with. I have been calling and spoke to several managers and several employees to *****************.

  Business Response

  Date: 05/23/2024

  Good afternoon/morning ****************,
  Per a conversation with service writer *****,  in order to review your request for reimbursement, we will need all the required documents listed below:
  1. Letter of request for reimbursement  This letter must include your name, current mailing address and what youre requesting to be reimbursed for.
  2. Invoice with your signature Invoice must include your name, the repair facilities name, the **** vehicle mileage, description of vehicle, services performed, part numbers (if any), and the amount paid.
  3. Proof of payment examples include credit card receipt, confirmation of cash payment, documentation on the invoice that credit card was run, etc.
  4. Last 8 of VIN or Contract Number
  

  The requested information can be sent in the following ways:
  Email (preferred)  ****************************************
  Fax ************
  Mail ************** Services ************************************

  If you need any further assistance, or have any questions on the items listed above, please feel free to reach out. 

  Customer Answer

  Date: 07/22/2024

   
  Complaint: 21717019
  
  I am rejecting this response because: 

  I purchased my 2016 Nissan Rogue from Naples Nissan on Pine Ridge Rd. in Naples *******. They advertised that the vehicle came with a lifetime Warranty from ************* Services. Overtime I had put my copy of the warranty with some other papers and put them in storage. So when my transmission went out on 10/12/23 I took it back to Naples Nissan to get it repaired. I was told the transmission was not covered, so I had to pay for it out of pocket $5711.66. When I was able to get into my storage and read through the warranty I seen the transmission was covered so I called Naples Nissan. That was in February of this year. Then I had to fight with them to submitted to my claim to *************y Service. That me filing a complaint with BBB, so in May they turned it in. *************y Service has denied my claim for reimbursement for my transmission. Even though I have met all the requirements laid out in the Warranty. I have included a copy of the Warranty and my Maintenance Schedule for review. I submitted all the information that was required by the Warranty. I believe that *************y Service is a Scam. I believe and that Naples Nissan should not advertise that they provide a Lifetime Warranty if the warranty will not pay for repairs. Since I have not had a Warranty since I purchased the vehicle I believe i am due a refund of the purchase price. , by not having that Lifetime warranty. Seeking refund.
  
  Sincerely,
  
  ***********************

  Customer Answer

  Date: 07/22/2024

   
  Complaint: 21717019
  
  I am rejecting this response because:
  

  I purchased my 2016 Nissan Rogue from Naples Nissan on Pine Ridge Rd. in Naples *******. They advertised that the vehicle came with a lifetime Warranty from ************* Services. Overtime I had put my copy of the warranty with some other papers and put them in storage. So when my transmission went out on 10/12/23 I took it back to Naples Nissan to get it repaired. I was told the transmission was not covered, so I had to pay for it out of pocket $5711.66. When I was able to get into my storage and read through the warranty I seen the transmission was covered so I called Naples Nissan. That was in February of this year. Then I had to fight with them to submitted to my claim to *************y Service. That me filing a complaint with BBB, so in May they turned it in. *************y Service has denied my claim for reimbursement for my transmission. Even though I have met all the requirements laid out in the Warranty. I have included a copy of the Warranty and my Maintenance Schedule for review. I submitted all the information that was required by the Warranty. I believe that *************y Service is a Scam. I believe and that Naples Nissan should not advertise that they provide a Lifetime Warranty if the warranty will not pay for repairs. Since I have not had a Warranty since I purchased the vehicle I believe i am due a refund of the purchase price. , by not having that Lifetime warranty. Seeking refund.

   

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

• Initial Complaint

  Date:05/09/2024

  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 2023 Nissan Rogue SV after it was offered at $26,450 plus taxes, new tag, and title transfer. We ended up paying way more for it thinking they were financing charges plus taxes and title fees. In the end, they included about $3000 for a care program that was supposed to be free of charge and about $3000 for a ***** fee (reconditioning) that was presented to us as taxes and title fees. They also added car wash, detail, paint treatment and others for almost $3000 more. They hid those fees until the end. *** and ***** sat with me and my husband the whole time, including during the test drive. At the beginning of the negotiation, *** said all the cars came with the Advantage Program. He said thats already included in the price although you can only use it in this dealership. *** said it was a courtesy to the Naples clients to gain loyalty. He never EVER mentioned a ***** fee. We were told several times there were no more fees. Whatever fees we saw on top of the $26,450 would be taxes, state fees, and title related costs and financing. We saw those numbers in the agreement thinking they were for something else and the lady who processes the loan made it seem as if that was the car price itemized so everything was included in the $26,450. When we realized the total was so high, it was too late. We had already signed the rest. We had been there for 5 hours. We went back to speak to ********* (finance director) and he said too bad you signed and we wont take it off. We explained those fees were presented to us as something different and he said that wasnt his problem. We asked if we could cancel the Naples Advantage Program, he said no. We asked what the ***** fee was about, he said the fee for having the car parked out there in the lot while it gets sold!!!! Wed like to get a full refund for the recon fee, Naples advantage program we never opted in for, and the car wash, detailing, and other fees we did not approve (or were presented as such)

  Business Response

  Date: 05/17/2024

  Naples Nissan (the Dealership) is in receipt of ***************************** complaint. The Dealership regrets to hear that Ms. *********************** feels that she did not receive a satisfactory experience during her vehicle purchase.In reviewing ***************************** complaint, it appears that she believes the Naples Nissan Advantage and Reconditioning information particularly concerning cost were withheld from her during the discussion of her vehicle purchase. We have attached the document that Ms. *********************** signed prior to signing any purchase documents. This document lists the cost of the Naples Nissan Advantage,as well as the Recon Fee. The Naples Nissan Advantage includes the following:Lifetime Car Washes, Permaplate Paint Protection, Lifetime Door Edge Guards/Window Tint, Lifetime Loaner Car Coverage, and Lifetime Tires.  A reconditioning fee on a used car is there to cover the cost of getting the vehicle ready to be available for sale. This may include, full detail, tire rotations, new tires, oil change, brake inspections,checking and repairing any possible outstanding recalls from the manufacturer,an overall safety check i.e. headlights, seatbelts. Each inventory vehicle typically requires a different level of reconditioning; thus the fee will vary from one vehicle to the next.
  While the Dealership disputes any allegations of wrongdoing, it is committed to providing customers with an exceptional service experience and apologizes to Ms. *********************** if her customer service experience did not meet the Dealerships expectations. We hope this addresses any concerns. However, please do not hesitate to contact me should you want to discuss further. I can be reached via email: ****************************** or by phone: ************ and please ask for *****************. 

  Customer Answer

  Date: 05/21/2024

   
  Complaint: 21680565
  
  I am rejecting this response because:
  
  my name does not appear on the document you attach. In addition to that, I dont see a signature on the customer approval line. I see something written with a marker on the other side that has passed through, but that looks like a ***** not a signature and especially not mine. Same thing with the rest of the doodles on that sheet. Also, the messy handwritten numbers on the bottom half and back of the paper (clearly used to jot something down in a hurry, not to  present something formally to a customer) dont coincide with our installments or numbers, so not sure what this paper explains or proves.  
  In addition to this, since we submitted this complaint, we have received 3 letters from 3 different banks that notify us that Naples Nissan applied for more auto loans on our behalf (see attachments). The letters advise the loan was not approved because more identity documents needed to be submitted. One letter says the application was sent by Naples Nissan on 5/7 and the amount requested doesnt coincide. That is two days after we purchased the car. We were NOT notified by the dealer more applications were sent and we did not consent to more than one application (much less post-purchase). How many applications did you send using our information? And why would a dealer apply for a loan in our name that was already approved by another lender? We now have 5 hard credit checks when we should have only one (the one we consented to and that was approved by the lender 5/5). Should we expect to receive more of these letters from other banks? Additionally, and regarding the reconditioning fee, the car had an open recall that we were not informed of, even when we clearly asked the salesman if there was any (and the dealer did not fix prior to selling). Corporate Nissan informed us of this recall when we called to document this case and we took the car for inspection to another local Nissan dealer.  This other dealer - not knowing this story-  told us the car had an open recall that needed to be fixed (free of charge). They found that the software (related to the recall) was indeed not updated yet and they did fix it (see attached). Also, Naples Nissan sold us the car with fluid bottles empty and due for an oil change in 50 miles (according to the cars screen notification).   You go to a dealer expecting transparency, respect, and trustworthiness. You associate the Nissan brand with that. You dont expect hidden costs, additional loan applications on your behalf without consent, zero flexibility or willingness to remedy the issue and amend the damages, absurd advantage programs that are anything but an advantage to the customer, a high recon fee for a 2023 car that even has open recalls that were not fixed, etc etc. Has this always been the case? Is this recent? Are there other similar complaints about the same dealership? We request once more that the total charges for the Naples Advantage Program ($2,997) and RECON ($2,850) are refunded to us. We also request that the dealer sends a letter 
  asking the additional lenders or creditors who pulled our credit to have the hard checks removed within 60 days. Thanks for sharing your contact information (which I already had).  I have left a few voicemails already, Mr *********************** and so has the representative from Nissan ***. Both with no responses on your end.   

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

  Business Response

  Date: 05/30/2024

  Naples Nissan (the Dealership) is in receipt of ***************************** response and the additional complaints. The Dealership has provided additional documentation for this vehicle purchase. The Dealership feels that these documents will help clarify and address your concerns mentioned within your initial complaint, as well as your response.
  Item ****** ***** Credit App: This document is the credit application that both the ********************************* (page 1) and the Co-Buyer (page 2) ******************************* *********************** signed prior to signing any purchase documents. Within this document it states, This application will be reviewed  by the dealer and such financial institutions. You agree that we may obtain a consumer credit report periodically from one or more consumer reporting agencies (credit bureaus) in connection with the proposed transaction and any update, renewal, refinancing,modification or extension of that transaction. You also agree that we or any affiliate of ours may obtain one or more consumer credit reports on you at any time during the term of your financing.You further authorize the dealer and the financial institutions to gather whatever credit and employment history each considers necessary and appropriate in evaluating this application and any other applications submitted in connection with the proposed transaction.
  In short what this means; the Dealership on behalf of the Buyer and the Co-Buyer will present this information to financial institutions (i.e. ********************** PNC ***** *************** etc.) in effort to secure financing for a customers vehicle purchase. There are a variety of reasons that a bank will approve or deny a customer for financing a vehicle purchase. However, regardless if the customer visits the bank and attempts to retain financing prior to visiting a dealership, or if the Dealership sends the information on their behalf, the bank is required to send the outcome. If you are approved or denied by the bank, the bank will mail you a letter informing you of such. Many times, based on your credit score/history depending on the bank they may approve you for a larger or smaller dollar amount than the contract amount, they may require additional money down to keep the contract at a certain term, a bank may also require employment history, or further identification. There are a variety of outcomes, that are 100% dependent on the Buyer and the Co-Buyers credit score and overall payment history.
  Item ****** ***** Pencil 2: This document is the back side of the document ****** ****************. On the front and back of the document there is a clear payment negotiation that took place. On both sides of the document there are multiple signatures from the customer, in this particular case the signature is that of the Co-Buyer, ******************************* ***********************.
  Item ****** Contract: This document contains the Customer Information, from both the Buyer and the Co-Buyer. The purchased vehicle information is included as well as a breakdown of all the fees, taxes etc.Within this document there are also multiple signatures from both the Buyer and the Co-Buyer.
  Item ****** ***************: This is a scan of the both the Buyer and the Co-Buyers Drivers Licenses, for the purpose of verifying the Buyer and the Co-Buyer identity and signatures.
  Item ****** *************** 501 Redacted: This document shows an open recall that was completed on the vehicle prior to the vehicle being traded in by the first owner. The information that has been redacted is the personal information of the previous owner.
  Item ****** *************** 702: This document shows the **************** and inspection that was completed by the service department which included an oil change, as well as running a diagnostic check for any recalls. As is visible on the Invoice, the used car service and inspection was completed by the dealership on 3/5/2024. The vehicle is then detailed and made available for sale. In the interim, the vehicle is moved around the lot at various times,whether because it is being test driven by a potential buyer, or simply relocated to a different area of the lot. Unless there is a warning indicator light on the vehicle that comes on, there is a an issue with the drivability,or there is visible damage to the vehicle, there is not a reason that it would be placed back in the service department. This vehicle was in stock for over 60 days.
  At this time, the Dealership would like to apologize. During the **************** and Inspection, according to the buyer and their visit to another dealership, it sounds like the oil change indicator within the vehicle was not reset. In an effort to right this error, we would like to offer a complimentary vehicle inspection, car wash and interior detail and oil change to the Buyer. Naples Nissan is committed to providing customers with an exceptional service experience and apologizes to Ms. *********************** if her customer service experience did not meet the Dealerships expectations. Please do not hesitate to contact me should you want to discuss further. Again, ***************** ************ ****************************** 

• Initial Complaint

  Date:04/18/2024

  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.

  In October of 2023 I traded in my 2017 ******* Tucson for a 2017 Nissan Armada at Naples Nissan. The deal was done, they switched my registration and I drove back to Ft Lauderdale with my Nissan. I was dealing with ***** at Naples Nissan - he said he was the owners son and would take good care of everything! A few days later I noticed some serious flaws in the paint (approx $3k to repair)I was told they would not repair but if I returned their car theyd give me mine back - call it a wash - I agreed. I drove to Naples, swapped cars - all good. A few week's later I looked up my car online (DMV) as I was still seeking to sell - and it said Nissan Armada? I texted ***** - no response? Now 6 months later Im trying to trade car in but registration still says its a Nissan Armada? Imfuriating!!

  Business Response

  Date: 05/15/2024

  I apologize, there must have been an error of some sort in the system. I did not receive any kind of communication regarding this BBB  complaint until today 5.15.24. Once I did receive the complaint information, I was able to research the information on the customer's visit to the store, vehicle information and requested our title clerk reach out to have the issue corrected as soon as possible. I have attached the email thread with our title clerk and the *** representative, showing that the customer's concern has been addressed.  The registration has been voided and will now reflect the proper vehicle information, 2017 ******* Tucson VIN: *****************.

   

   

• Initial Complaint

  Date:02/01/2024

  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.

  I bought a Nissan Altima car (new) in October 2023, the seller speaks in Spanish (my native language) explained to me that the Nissan plan that covers washing, tire change, window tinting could be canceled at any time, in addition to the Nissan financial director I asked him not to have any additional maintenance plan at the time of signing the contract, and he said agree. The cost of the vehicle was $30,000 but with the plans it ended up costing $37,405.02, and my initial payment was $7,500 and Now, I requested the cancellation of these plans and they only canceled one of approximately ********. The other plan for washing, tires and others is approximately ***** and they tell me that they do not cancel it. I signed those contracts and even though they are in English, the seller told me in Spanish that if they could be canceled, I trusted his word and signed.I have a witness that the seller told me if they could be cancelled at any time.I request that the plan be cancelled and that the amount be returned to ************** Last week I went to the dealership and spoke with the financial director and the general manager and they told me that they did not cancel the plan, because that plan was impossible canceled, I let them know that the seller had told us at the time of the purchase, then I spoke with the seller and he told me that he had not told me at the time of the purchase that it could be canceled, I don't agree that they deceive me, they tell me lies just to sell a car, I feel very bad because I believe in people.My request is that they reimburse me this amount to the bank and that please do not deceive people and if possible, that the contracts to be signed are in the language that is explained to the buyer, not say something in Spanish and when the contract is signed it is English, that way it is proven that what was offered for the purchase is true.

  Business Response

  Date: 02/10/2024

  Hello, 

  We have looked into this customer information however at this time we would like to request an extension to post a full response. We want to make certain that we have all of the details correct before responding. 

  Thank you for your understanding. We expect to have a complete response by 2/16/24. 

• Initial Complaint

  Date:01/04/2024

  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.

  I'm being told that I have to pay for a diagnostic test ($140) and also need to purchase another battery for ($270) due to the battery that was replaced in October not keeping a charge. Since purchasing my vehicle in 2019 (NEW) This is now my 5th battery that has been in my car since purchasing it in 2019. With no resolution, explanation or solution as to why the batteries are not lasting. I am now being told because I haven't bought a battery that I will need to pay for one to "re establish" my warranty on the battery.

  Customer Answer

  Date: 01/12/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *******************