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:11/22/2024

  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.

  10/23/24 bought a car from Maus Nissan 9:30 pm my girlfriend and I left in our 2020 Acura ILX. We were told by **** *** that we had 30 days to get insurance on the car our proof of insurance was enough to cover the new car. On 10-25-24 at 6am hit a curb had it towed back to the dealership. $10,500 in damage that Maus Nissan mechanic gave us. On Monday 10-28-24 we went back to the dealership we called the insurance company got a claim gave it them. When the insurance adjuster went there a few days later they denied the claim because it wasn't the car on the policy. Maus Nissan never sent any paperwork on the ***** to the insurance company. They let us leave with no insurance on the car. It's been almost a month and we have no paperwork on the car or anything on it other than the work order for the cost of parts .

  Business Response

  Date: 11/22/2024

  Mr. *****,

  We can see that you are upset, and empathize with your situation; however, we believe that your frustrations towards us are misplaced.We have never changed a customers insurance for them. This has always been the customer's responsibility. In order to purchase a vehicle, we do require proof that you currently have valid insurance, (such as on your traded-in vehicle),and then we have you sign a document stating you promise to insure your new automobile. Some lenders even require this before approving an auto-loan. You had valid insurance on your traded-in vehicle, you signed the agreement to furnish insurance, and your lender required and accepted this proof. Your accident, while unfortunate, and ill-timed, was not our fault. When you brought your vehicle back to us to diagnose what was wrong, you agreed to pay for the technicians time just in case the insurance company did not cover the repairs.They would not have known your vehicle had not been added to your insurance.Even if repairs would have been covered, we may still have had to charge you your policys deductible. Then your insurance chose not to cover your accident... Again, we are very sorry that you are going through all of this,and we pray that this all resolves in your favor, but there is nothing more we can do. We suggest you take this matter back up with your insurance company, in the hopes that they will reconsider their decision to deny your claim.

  With Respect,

  **** ******* | Director of Owner Loyalty | **** Family Automotive

  Email: *************************** | Office Phone: ********************

  
  

• Initial Complaint

  Date:11/19/2024

  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.

  Im reaching out with a story to help others avoid the financial and emotional toll weve faced after Hurricane ****** flooded our home and both of our vehicles. We lost everythingour house, cars, and morebut the most frustrating part has been the lack of clear guidance from our insurance company and the dealership, leaving us with thousands in ***air bills and no clear path forward.Heres what happened:Our paid-off 2016 Nissan Titan XD Cummins Diesel truck was flooded in our driveway. After the storm, ********************* towed it to Maus Nissan in New Port Richey. ***** ******, an adjuster from Progressive with over 20 years of experience, assessed the truck and confirmed the necessary ***airs, including flushing the differential and transmission. He assured me the truck could be restored.I relayed this to Naca, a service *** at Maus Nissan, who agreed with the assessment and added a few items that needed attention. He also mentioned that, in his experience, ***airs on flooded vehicles were usually successful.However, after the ***airs began, Kevins supervisor, *****, informed me that Progressive wouldnt cover any ***air costs for a flooded vehicle, forcing me to total the truck. This directly contradicted Kevins earlier advice. I was also required to pay $9,000 to Maus Nissan to release the truck to Progressive, or face daily storage fees. Throughout the process, Maus Nissan never disclosed that ***airs on flooded vehicles werent typically ********** the end, I was left with no option to keep the truck, and the costs of ***airs, combined with the loss of the vehicle, have been overwhelming. Had we known upfront that ***airing a flooded vehicle wasnt viable, we could have made better choices sooner.I believe both Progressive and Maus Nissan are responsible for this situation, and I want to raise awareness to help others avoid the same financial trap. Can you help us? Thank you for your time and consideration.

  Business Response

  Date: 11/20/2024

  Mr. *****, we can see that you are upset, and apologize if you've had a bad experience. Dealing with a natural disaster, and fighting your insurance company, are daunting tasks. We understand your frustrations; however, our advisors only proceeded with repairs under your expressed authorization, and your desired intent to repair your truck. The fact that insurance took so long to make a final decision, and ultimately, the opposite one of what your agent may have led you to believe, is unfortunate, but also beyond our control. Prior to your insurance company declaring the vehicle a total loss, we had already performed a substantial amount of work on the vehicle, and while we empathize with your situation, there is nothing we can do that will undo what happened. We do wish you the very best, and while it is none of our business - we do hope your insurance payout was more than enough to cover the cost of these repairs. Thank you for you feedback, and have a very blessed day. 

  With Respect,

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

  Director of Owner Loyalty

  **** Family Automotive

  Email: *********************************************

  Office: ********************

  Customer Answer

  Date: 11/22/2024

   
  Complaint: 22573540
  
  I am rejecting this response and we realize that you're representatives are trained to make a profit whether the customer is knowledgeable in auto maintenance or not. We are not mechanics and so relied solely on the advice of your service representatives specifically Mr. **** who stated that MAUS Nissan repairs flooded vehicles all the time and they never come back for additional related repairs. Upon further research, these findings should have been related to us by your experienced auto service personnel...

  Severely Flooded Vehicles: Vehicles submerged in water, especially saltwater, often suffer irreparable damage to electrical systems, engines, and components. The likelihood of full recovery in such cases is very low, usually less than 10-20%.

  If your service representatives had fully disclosed this information to us, we would have never agreed to proceed with the repairs. We respectfully request a full refund of the over $8,000 we paid, as this situation appears to be the result of a significant misrepresentation.
  Sincerely,
  ***** *****

  Business Response

  Date: 11/23/2024

  Mr. *****,

  You approved work to be done because you wanted to save your truck - you said that you loved your truck and had already lost so much from the flood, that you wanted to save it. We performed a substantial amount of work that you authorized, and took delivery of the remaining specialty parts that had to be ordered, that cannot be returned or refunded. Unfortunately, we cannot undo the work that was completed and issue a refund. You accepted the insurance company's payment for the totaling out the truck, and they took possession of the vehicle. We had nothing to do with those decisions or transactions. Again, we do empathize with your situation, but there is nothing more that we can do. We suggest you contact your insurance company and see if they can work with you on purchasing your truck back. 

  With Respect,

  **** ******* | Director of Owner Loyalty | **** Family Automotive

  Email: *************************** | Office Phone: ********************

• Initial Complaint

  Date:11/19/2024

  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.

  On October 23rd I took my 2018 Nissan Frontier to be serviced at Maus Nissan in New Port Richey. The truck was stalling intermittently, losing power, not starting and jerking while being driven. They kept my truck for a couple of days, performing various diagnostic tests. They called to tell me they were unable to find a problem with my truck. They said it wasn't displaying any codes. I took a test drive with the technician and it lost power and started jerking. The technician said it was a transmission. We took it back to the shop and almost immediately I was sent an estimate for a new transmission. Even though the transmission wasn't displaying any codes. I ageeed to the work and they kept my truck another couple of weeks while the truck was being repaired. Less than 24 hours after picking up my truck it lost power, it started jerking and the engine stopped while driving in *****. I had the truck towed back to **** less than 24 hours after picking it up.The next day they sent me an estimate to have 2 sensors replaced. This totaled an additional $1,800. They refused to admit that they misdiagnosed the problem and needlessly replaced the transmission. I would like for **** to accept some accountability and do what is right.

  Business Response

  Date: 11/20/2024

  Mr. ****, we were disappointed to see that you were initially upset regarding your experience, but we understand that unexpected expenses like this are never pleasant. We were happy to hear that our Service Manager was able to speak with you and address your concerns directly. I've attempted to reach out, as well, to ensure that this has been resolved. If you have any other questions, please let us know how we can help. Thank you again, and have a very blessed day.

  With Respect,

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

  Director of Owner Loyalty

  **** Family Automotive

  Email: *********************************************

  Office: ********************

  Customer Answer

  Date: 11/22/2024

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

• Initial Complaint

  Date:08/07/2024

  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.

  July 10, 2024, I contacted service department ***** Nissan in New Port Richey to check the operation of the air conditioner of my Sentra 2029. After diagnostics I was told that a/c compressor and cooling fan needed to be replaced. You charged me more than $ ***** and have NOT solved the problem. If the a/c conditioner was working poorly before your repair, now it does not work at all. I had to come second time. 07/31/2024 your inspector found "evaporator core leaking". I was told to pay $ *****. But I don't believe you anymore. My car was misdiagnosed on my first visit. Your inspector is incompetent. After the first diagnostics, not a word was said that there could be another reason. I am a 72-year-old widow living alone and have a small SSI. If my car had been diagnosed correctly on my first visit, I could have assessed my options to have it repaired by Maus Nissan or go to a cheaper mechanics. You simply deceived an elderly woman by failing to fulfill your obligations. Nobody even apologized for their negligence. A similar story with incorrect diagnostics on my car happened in September last year. Having paid for the repair and spending 5 hours, I had to come back the next day to do the new diagnostics and to pay again. I'm extremely unhappy with Maus Nissan in New Port Richey. I believe that if they have not fulfilled their obligations to repair, they are obliged to return the money I paid.

  Business Response

  Date: 08/07/2024

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

  We can see that you are upset, and apologize if you feel as though you had a bad experience. We can assure you that there was no negligence, nor misdiagnosis of your A/C system, as your vehicle legitimately needed a new A/C compressor, and cooling fan. Please know that, depending upon how long the system was inoperable, it would be difficult to determine an evaporator core leak without a working compressor. That being said; however, we are looking into the quote given to you, and we are seeing what can be done to help with the cost. Thank you for bringing this to our attention, and we will be reaching out to you shortly to discuss this and other potential solutions. Hopefully, we can find a way to turn this experience around for you. Please contact me directly if you have any other questions, and I will be happy to address your concerns. Have a blessed day.

  With Respect,

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

  Director of Owner Loyalty | **** Family Automotive

  Email: *************************** | Office: ********************

  Customer Answer

  Date: 08/08/2024

   
  Complaint: 22103785
  
  I am rejecting this response because: 

           When you are offering to replace the A/C compressor and the cooling fan, you're obliged to explain to the client that this may not solve the problem with the A/C conditioner and there may be other malfunctions. Everything should be explained both verbally and in writing. Only in this case, the owner of the car can evaluate further actions, to repair the car with you, or go to another mechanic for a second opinion, or take some other actions. You explained nothing. You promised to fix my car and didn't do it. The car was checked by you service 5 months ago and no problems were found. After replacing the A/C compressor and fan, you didn't check if the air conditioner was working or not. You returned the car to me with unresolved issue without saying a word about non-working air conditioner. This is what is called absolutely unprofessional work. The result of our repair could cause a person to have a heart attack. I consider myself entitled to demand my money back.        
  
  Sincerely,
  
  *****************************

  Business Response

  Date: 08/14/2024

  Good morning *********************,

  We appreciate having the opportunity to speak with you the other day. We understand that you are not interested in trading out of your vehicle at this time, even if we were able to cut you back a check for what you have spent on this AC repair. With all of that off the table, we discussed that there was no mal-intent, and that we do, in fact, stand behind our original diagnosis that you needed a new compressor, and at the time, we would not have been able to know that you also had an evaporator core leak. We want to help you, so in good faith, we proposed a heavily reduced cost for the evaporator core repair: from an estimate of $3800, down to $1800 out the door. This is our best effort to remedy your situation. Essentially, you would be paying for the part, and we would be installing it at no additional cost. Please discuss with your family, and let us know what you decide. If yes, we will be in touch to schedule the repair once all parts are in stock. Let us know if you have any other questions, and we will address your concerns. Thank you, and have a blessed day.

  With Respect,

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

  Director of Owner Loyalty | **** Family Automotive

  Email: *************************** | Office: ********************

• Initial Complaint

  Date:07/29/2024

  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 drove from ******* to purchase a vehicle on July 4, after speaking with ***************************. I gave all info about my vehicle prior to making the 2.5 hour drive to purchase the vehicle. His words were "we can make it happen". However, when I arrived the price was increased by 3k and the Sales manager refused to honor the online price. I believe this is called a bait and switch. After a short conversation, the sales manager reluctantly returned my keys to me. I don't want this to happen to another customer.

  Business Response

  Date: 07/30/2024

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

  We can see that you are upset, and apologize if you've had a bad experience. When mistakes do happen, there is a lot we can do to fix them, but the one thing we can never do, is give someone back the time they feel was wasted. We will have our management team look into this, and will reach out to discuss this with you. Generally speaking, we are not responsible for the mistakes on third party websites, and they all should refer you back to see the 'dealer for details.' As the 'dealer,' we have the correct information available, on both our website, as well as printed on each individual vehicle on our lot. On our website, the advertised price is displayed, but in both the 'details,' at the price, and at the bottom of each vehicle page, there is a clearly displayed 'Disclaimer' that explains exactly how the advertised price does not reflect the final sales price, as it does not include: taxes, tag, fees, document fee, trade credit, MausCare, certifications, or any installed options, etc. If you have any other questions, please do not hesitate to ask, and I will be happy to help address your concerns. Thank you for giving us an opportunity even if it didn't work out, and have a blessed day.

  With respect,

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

  Director of Owner Loyalty | **** Family Automotive

  Email: *************************** | Office: ********************

  Customer Answer

  Date: 08/01/2024

   
  Complaint: 22055413
  
  I am rejecting this response because:
  

  The details of the potential purchase of the vehicle were discussed at length prior to making the trip. I appreciate the opportunity to speak to someone, but the damage is already done. I caution anyone planning on doing business here get everything in writing to avoid any "hiccups" that could impede the deal. 

  Sincerely,

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

  Business Response

  Date: 08/05/2024

  **************, 

  Again, we understand where you are coming from, and we certainly apologize that you feel as though your time was wasted. We cannot give you back your lost time; however, we do appreciate the opportunity to be able to speak with you about this matter, and come to an understanding that there was no malicious intent, but there was a clear miscommunication, on our part, which led to your unfruitful visit. Congratulations on your new truck, even if it wasn't from us, and we wish you all the best. Thank you for the opportunity, and have a blessed day.

  With respect,

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

  Director of Owner Loyalty | **** Family Automotive

  Email: *************************** | Office: ********************

• Initial Complaint

  Date:06/18/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I wrote this review before but it was removed so ** going to explain everything again.I am extremely unhappy with Maus Nissan New Port richey.In 2021 I came to Maus Nissan looking to trade in my Nissan Sentra My goal was to either lower my payment or at least get a car I wanted.I really wanted a Nissan altima or a newer Nissan sentra. After some looking around at different vehicles and talking about prices and test driving a black Nissan altima, I decided this was the vehicle I wanted. I was told that I can pick it up the next day. I left my old Nissan Sentra there and they gave me a new Nissan Sentra rental. A Nissan Sentra 2020. (Which I would have MUCH RATHER preferred)When I arrived in the rental the next day, I was told I wasnt approved for the altima I wanted. They said they wanted to show me a Nissan kicks and said they was A bunch of rebates on it. This was a lie because the price was not discounted or anywhere close to cheap for a Nissan kicks. Nissan kicks are a cheap car but I was charged 26,000.I know they go for 19,000.I really wasnt sure about the car but the dealer that helped me told me that I could bring the kicks back in a couple months once I Build credit with the dealership.When I brought my kicks back to the dealership a few months later, they told me that wasnt a thing.So they LIED to me to actually trick me into financing a Nissan kicks.Again, I am extremely unhappy with my car and my experience and Maus Nissan of New Port richey. I have even tried to come back to the dealership and dealers always say they can help me trade my car in and get a new one but they never actually help.I hate this vehicle and I dont want it.

  Business Response

  Date: 06/18/2024

  **********************, we can see that you are upset, and apologize if you feel as though you had a bad experience. Our General Manager has called and left you a message, as well as texted you, in an attempt to help address your complaint. Looking into the history of this, and generally speaking, even with aggressive rebates and offers from a dealership - it is the banks who have the final say in approving lending terms, based on their own calculation of the risk. We look forward to speaking with you directly, so that we can go over more specific information with you, in private, that might help you decide your next best course of action, going forward. Thank you for bringing this to our attention, and have a blessed day.

  With Respect,

  *********************** | Director of Owner Loyalty | **** Family Automotive

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

  Customer Answer

  Date: 06/21/2024

   
  Complaint: 21857099
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***************************

   

  maus Nissan of New Port Richey said that they called and emailed me which was a complete fabrication.

  Business Response

  Date: 07/04/2024

  **********************,
  We understand that you are still upset, but I can assure you, we did, in fact reach out to you. Attached is a picture from our CRM showing that our General Manager messaged you as soon as we received the complaint. Our offer still stands, for you to come in to discuss everything, but please know, as we previously stated, we can do everything in our power to help our guests, but we do not have the final say when it comes to financing approvals. If you have any other questions, feel free to contact us, and we will be happy to help. Thank you, have a blessed day, and have a Happy Independence Day.
  With Respect,
  
  *********************** | Director of Owner Loyalty | **** Family Automotive
  
  E-mail: *************************** | Office: ********************

• Initial Complaint

  Date:06/03/2024

  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 was called to come in and get a vehicle finance that **** nissian of Port Richey would take care of me I told them I dont have a ride they said there courtesy shuttle was down and if I got a uber they would fund it there and back if they could not get me in a vehicle. I also had a face book voucher for 500 credit and no other money down. We'll the got me financed after 4 hrs at 2500 down I asked about the voucher they said it didn't apply to me it's 1st tier people. So a salesman at least brought me home but I was never reimbursed and was discriminated against as a disabled veteran, by people claiming to do all they can and instead of not losing a customer over price, they only wanted to care about price and all their trickery of even wanting me to sign for a vehicle that had just gotten to their holding facility that had not gone through inspection yet or on their lot until 3 days later.

  Business Response

  Date: 06/04/2024

  Good morning ************************,

  We can see that you are upset, and we apologize if you feel as though you had a bad experience. We care deeply about the service we provide our guests, to include our veterans and first responders - in fact, many of our employees, including myself, are prior-service veterans. In this instance, the bank would not approve a loan without $2500 down, so even with the voucher, you would still need to come up with a $2000 down payment. Now, our goal is to never lose your business over price, but that is a goal, not a guarantee, and on this particular vehicle, we were just not able to cut an additional $2000 off the selling price. If you have any other questions, please feel free to contact me, and I will be happy to address all of your concerns. Thank you for your feedback, and have a blessed day.

  With respect,

  *********************** | Director of Owner Loyalty | **** Family Automotive

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

• Initial Complaint

  Date:05/13/2024

  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.

  We purchased a used car from this dealership on March 24th and we were promised by our salesman as part of the deal that the bumper would be repaired. We sign all the paperwork and they say ok we will get you a paint pen it will be in next week. And I assured them at that time that the damage on this vehicle required more than a paint stick. The salesperson again assured me he would make sure we were happy and it was taken care of. I went back the following weekend for the service department to take a look at a possible leak and I mentioned this repair again to the salesperson. He laughed it off and blew me off. That week I went online and looked up the email for the ** of the dealership and sent an email with all this information which was completely ignored. It is now May and I have not heard from anyone about getting this repair taken care of.

  Business Response

  Date: 05/18/2024

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

  We apologize for any misunderstanding, and for the lack of communication in getting this addressed. Your salesperson is no longer working with us, and I believe that this contributed to the delay in our response, as it was noted as 'resolved.' I will reach out to you, first thing next week, to see what we can do to help. Normally, we sell our pre-owned vehicles at 'wholesale-to-the-public pricing,' which means we would typically skip cosmetic repairs before retailing a vehicle, in order to keep the costs as low as possible for our customers. As policy, we put anything extra, to be added after the sale, negotiated in a deal, (such as added leather, or a spoiler, or step-rails, etc.), on a 'We Owe You' form, and have it signed by all parties, where we agree to the costs of whatever is being added. In this case; however, all that was on the form was a paint pen, and for us to have our Service Department check the suspected leak. Thankfully, Service checked, and there was no leak. I look forward to speaking with you about this when I return to work, on Monday. Contact me directly if you have any other questions. Thank you, and have blessed weekend.

  With Respect,

  *********************** | Director of Owner Loyalty | **** Family Automotive

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

  Customer Answer

  Date: 06/03/2024

   
  Complaint: 21693822
  
  I am rejecting this response because:

  I did not receive any contact from the business as promised. Also per the written response it seems that because the employee who made the agreement no longer works there they are not going to honor the agreement we made prior to committing to purchasing the vehicle. 

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

  Customer Answer

  Date: 06/27/2024

   
  Complaint: 21693822
  
  I am rejecting this response because:

  When we agreed to the price on the with the sales person and finance guy the bumper being fixed was part of the agreement to us agreeing to purchase the vehicle. This bumper cannot be fixed with a paint pen by any stretch of the imagination

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

  Business Response

  Date: 07/05/2024

  ******************, we understand that you are still not happy with the cosmetic condition of your vehicle, and for that, we apologize. Please know that we sold you this pre-owned vehicle, AS IS, and would never have agreed to re-paint it before, at the point of, or at any time after, the sale, without such costs being worked into your purchase price. Before your sales person left our business, he explained to us what you wanted, but we had only ever agreed to get you the paint sticks, which you have now since received. We do appreciate your business, but this is just not something we would have been able to do.

  Thank you. 

  Customer Answer

  Date: 07/08/2024

   
  Complaint: 21693822
  
  I am rejecting this response because:

  Firstly I have no reason to lie. This salesperson was 22 years old and obviously should not have been allowed to work alone if this is the case. The salesperson 100% agreed to have this fixed at no cost. Although no cost is not exactly correctwhen we were negotiating with him and finance the finance person refused to honor the price on the internet and insisted on a higher price. I agreed to the higher price based with this repair being completed as part of the deal since we were paying more. He took the paper to finance with the terms on it and came back with it agreed to. What he told the finance person I dont know but the fact that I paid additional and now I am being called a liar is totally unacceptable. I have never been treated so poorly by a business before. You ripped us of overcharging us for a vehicle and now will not honor what was promised to us.

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

• Initial Complaint

  Date:03/22/2024

  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.

  We purchased a 2014 jeep wrangler from Maus Nissan on 8/5/19 and purchased an extended warranty and also a LIFETIME POWERTRAIN WARRANTY. On 1/25/24 the vehicle started having transmission issues and was taken to Maus Nissan to be repaired. Upon arrival they scanned the vehicle and said it was the Transmission Control Module. Then they called me and informed me it was the conductor plate. They said the extended warranty company told them to replace the transmission. They replaced it with a transmission from LKQ and sent it to ****** Jeep to have it reprogrammed because **** couldnt do it at their shop. During this repair, they informed me they could no longer offered a loaner vehicle and I would have to rent one. The warranty company only covered 7 days *** because that is the time it should take to repair. They contacted me on 2/15/24 that the Jeep was ready to pick up. When I went to pick up vehicle, I explained that it wasnt my fault they took longer than the repair should have and also online it shows they provide a loaner vehicle. They ended up not making me pay for the rental. I drove the vehicle home and it was still having the same issues. It went back in on 2/16/24 and I was informed they would have to replace the transmission again. On 2/29/24 the vehicle was ready and picked up. AGAIN, the transmission wasnt shifting right and towed to **** on 3/6/24. They called the next day and said it was ready. I picked it up and drove home. I went to drive it a couple of days later and AGAIN the transmission wont shift. The Jeep was towed BACK IN on 3/20/24 and CURRENTLY in their shop. The work they perform has been subpar and questionable. Prior to this, they had my Jeep a YEAR after they blew up my engine repairing a blown head gasket and put 3 used motors in it and it still runs hot. Not once was an apology given for their negligence and incompetence. I have asked and been denied a request to talk to the owner ******************* to discuss these issues.

  Business Response

  Date: 04/05/2024

  *******************, we can see that you are unhappy with all of the problems you have experienced with your jeep,we understand why you are upset, and we do not blame you. During all of these repairs; however, we always did our very best to accommodate you, and do the right thing. Since last bringing the vehicle into our shop, we sent the vehicle next door to an actual certified Jeep dealership, and had them diagnose your issue, at our expense. It returned, in need of a new **** We contacted your warranty company, and got their approval to replace the **** We replaced this component, and then sent it back over to the Jeep dealership, in order for them to program it. They test drove the vehicle to confirm the repair, and returned it to our shop, where we put additional miles on the vehicle- just to make sure that it was working properly. We have since contacted you, you came back, and you picked up the vehicle. We even covered the cost of your deductible for this repair. And while there, you had the opportunity to speak with our management staff. Unfortunately, because of all of the reoccurring issues you keep having with your Jeep, we feel that, going forward, it would be best if you only took your vehicle to a certified Jeep dealership, for future diagnostics. You still have remaining extended service contract that can be honored there. And while you are welcome to visit our other **** locations for your MausCare benefits,as discussed with you in person, we are going to take this opportunity to part ways, and dissolve our business relationship. This action has been approved by our corporate management. We wish you the very best with your ******************************************* Team of Maus Nissan New Port Richey

  Customer Answer

  Date: 04/08/2024

   
  Complaint: 21468336
  
  I am rejecting this response because: The *** gave a code on the first visit in for the transmission issue and i have the paperwork showing it said so from YOUR scanner. I continually asked if that had been checked and was reassured that it was NOT the ***, which turned out to be the issue, but instead I had 2 used transmissions put into it.   I had already paid my deductible on the first of the 4 visits into you for this problem. The issue could have been resolved on the first appointment instead of on the 4th appointment.  The issues that i have had with my vehicle are normal issues that are repairable. The Jeep has had to keep coming back to you because of damage and misdiagnosis caused by your service department. You had my Jeep a total of 451 days when it came in for a blown head gasket and had 3 used motors put in it because **** blew the engine up during the repair. It has been back to you for issues with running hot a total of 51 days and 51 days for the transmission issue.  This isn't the jeep breaking down for multiple problems it has been a blown head gasket and transmission.  The work your service department has done is covered by ****** miles or 12 months and it will come back to your dealership if I continue to have problems with the transmission. I ALSO have the lifetime powertrain warranty that was purchased when i bought the Jeep from Maus Nissan of New Port Richey. I did not purchase it from any other dealership.

  We came to your dealership because my husband is a disabled Marine Veteran and **** claims to care so much about Veterans. I can definitely see that that claim is FALSE. 
  
  Sincerely,
  
  *******************************

  Business Response

  Date: 04/12/2024

  *******************, when your vehicle came in for transmission issues, we did scan the vehicle, and one of the suspected issues was the **** however, when we called in to your warranty company for authorization for repair, they required verification, and so, sent out their own inspector to determine and approve the needed repair. When the inspector came to our shop, he examined the vehicle, and determined that it needed an entire transmission. We performed that repair based on what your warranty company specifically diagnosed and authorized. When it came back for issues relating to the transmission itself, we replaced it according to the warranty, and when you continued to have issues - we paid for it to be diagnosed at the certified Jeep dealership next door, did not charge you rental costs, and paid for your deductible. Given how unhappy you have been with our services and the outcomes of each visit, we believe that you would best be served by taking your Jeep to a place where you do feel more comfortable, and can trust the work performed- like a certified Jeep dealership - and use your remaining extended service contact there. 
  
  Sincerely,
  
  The Management Team of Maus Nissan of New Port Richey

  Customer Answer

  Date: 04/18/2024

   
  Complaint: 21468336
  
  I am rejecting this response because:You are very incorrect about what your service department told the inspector was wrong with the vehicle.  Your service department told them it was the conductor plate, (based on your mechanics diagnosis and told to me by the service advisor)  hence the reason that the warranty company said to replace the transmission. I also have documentation that, after you replaced the transmission and sent it over to Jeep to have it recalibrated, that clearly states the replaced transmission had slip and chatter in it.  Yet, you had me pick it up claiming it was fixed. It wasnt and had to come back the next day for further repair.  My Jeep was in your dealership for 51 days, 4 different times, since 1/25/24. I did refuse to pay the 2ND deductible you were charging me, because the vehicle was never repaired under the 1st claim and was covered under your ****** miles / 12 month warranty of work. You are correct, though, your service department does NOT know how to repair Jeep products and shouldnt state that they can service any vehicle. Because of the inability to do so, is why I am asking for a refund of the **** Care Package that was purchased with the vehicle AND included the lifetime powertrain warranty.  You say it is built in the price of the vehicle, which ultimately means, I PAID more for my vehicle and I PAID for the package.  Since this package is of no use at your dealership for my vehicle, because you have advised me you will no longer work on it regardless of warranty of work, I have repeatedly asked you for a refund of the package. You have stated, that I could take it to one of **** other dealerships, but YOU have already stated repeatedly, that it needs to go to a Jeep dealership.  Also, please correct your response because you did NOT, not charge me for a rental, because I did NOT rent a vehicle from you.  After the Jeep came in the first time for the transmission and I was advised that you no longer gave loaner vehicles, although I was always told you did and it stated it on your website, I purchased a Nissan Rogue from a different dealership, not affiliated with ****.
  Sincerely,
  ********************
  Sincerely,
  
  *******************************

  Business Response

  Date: 04/23/2024

  *******************, our service department gave the inspector all of the information- from scan tool reports, to our diagnostic notes, etc., but in the end, it is your warranty company who sent an expert, and they performed their own assessment, and determined that we should replace the transmission. We did the repair that they directed. You are correct regarding this last visit - that you did not take a rental; however, the point was that we have never charged you for a rental. MausCare was part of the pricing of our vehicles, and is not something that we will refund. You do have an extended warranty left that is good at any dealership- we feel that it would be best for you take your Jeep to a certified Jeep dealership going forward. Again, we are going to take this opportunity to dissolve our business relationship, and part ways, and that this action has been approved by senior management.

  Sincerely,

  The Management Team at Maus Nissan of New Port Richey

  Customer Answer

  Date: 04/29/2024

   
  Complaint: 21468336
  
  I am rejecting this response because: Your service department is suppose to FIX the problem and be knowledgeable about the products they are fixing. You keep wanting to blame the warranty company, but never in all of the 457 days my vehicle has been to your shop, have I ever once been called and advised that something needed to be repaired and wasn't covered under my warranty. If your mechanics knew it needed the *** replaced, but the warranty company wasn't going to, then why did you not call me and advise me of this. I should have had the option to pay for it or at least have contacted the warranty company to find out why something that needed done wasn't covered.  So, ultimately, your service department only does what an outside source advises them to do, regardless of whether or not it will correctly fix the problem.  Also, you keep saying MY warranty company.  This is the warranty company that Maus Nissan pushed on me to buy when i bought the vehicle. There have been repairs that they wouldn't cover because of incorrect diagnosis and negligent repairs by your service department and they said that repairing them was on ****, like when **** blew my engine up and had 3 used motors placed in it.

  So, now you are telling me that the work that was done recently, and has a ****** mile/12 month warranty on it, that if the Jeep has a problem again, that you are not going to repair it?  What about my lifetime oil changes, tire rotations and all of the other benefits that are in the **** Care package that I paid for when I bought the Jeep? 

  You are correct, I did not have to pay for a vehicle rental while my Jeep was repaired for the engine, but I feel that since I was without my vehicle for a year due to **** negligent repair, that was not something I should have to pay for anyways and it did state on your website that you gave a loaner while your vehicle was being repaired. **** did try to charge me for a rental, when i brought it in for the transmission in January, before you changed your website. 

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

• Initial Complaint

  Date:03/04/2024

  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 took my truck to Maus Nissan to have them fix an alternator I showed them my warranty coverage card and even the booklet. So after they fixed the issue, I paid the money they asked for and then they my warranty company paid them money for the repairs that were done on my truck. So now Im trying to get the money I paid refunded back to me. In the amount of $500.00 dollars. Im filing this claim because Maus Nissan got paid twice.Im wanting to have Maus Nissan admit that they charged me for the repairs and then got paid by my warranty coverage.

  Business Response

  Date: 03/08/2024

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

  We completely understand your cause for concern, and would like to help clarify this situation. Maus Nissan, in fact, did not double charge for a repair. Your warranty did cover a portion of the bill, and you paid for the balance. Admittedly, the repair orders are documents that are notoriously hard to read, so I have attached a breakdown of the overall estimate, with the alternator repair highlighted, as well as the Service Contract's portion of the bill, and then your customer pay portion. The entire alternator repair was estimated to cost $968.05, plus shop supplies and taxes. The warranty company paid $460.47, and you paid $480. The shop supplies and taxes were paid over the whole bill, which included additional approved repairs. It all adds up to a little less than the original estimate - again, the shop supplies and taxes were charged on your whole bill. If you have any other questions, please do not hesitate to ask, and we'll be happy to help. Thank you, and have a blessed day.

  With Respect,

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

  E-mail: *************************** | Office phone: **************** (6287) x. 1138