ComplaintsforPearson Nissan of Ocala

• Initial Complaint

  07/26/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On July 26, I was charged a price I wasnt told Id be charged. The service advisor, ***********************, told me I would be charged $160 for the diagnostic, which I had come to the dealership for. I also explained that the steering wheel fluid was leaking. At the end of the appointment, I was charged $336. Then is when *********************** explained that customers are charged $160 per complaint. They never repaired the leak for the steering wheel fluid. I should not have been charged $160 just for them to look at the leak.

  Business response

  07/31/2024

  On 7/26/2024 Tiffny *** was given a written estimate in which she signed. In addition, Ms. *** signed to authorize the work.  The $16 in shop supplies was refunded to the customer to bring her bill to the estimate of $320.

  Customer response

  08/03/2024

   
  Complaint: 22048826
  
  I am rejecting this response because:
  My total bill was $336. I was refunded $16 for supplies in lieu of a $160 diagnostic fee, which is what I requested (I was charged two diagnostic fees). I dont have a problem paying $160 for a diagnostic that would do an exhaustive check of what was wrong with my vehicle. However, the agency decided to charge a diagnostic fee per issue found with my vehicle, and that was not the agreement. I signed under the impression that I would be charged $160 plus tax, not $300 and change. All in all their pricing techniques are predatory, creating negative consequences for customers.
  Sincerely,
  
  ******* ***

  Business response

  08/07/2024

  When Ms *** came into our service department, she had two concerns.  A technician must then look at and diagnose each concern individually.  The signed estimate clearly stated that the charge would be $320 for both issues to be looked at.  The charge was for the diagnosis of the issues, not the repairs.  The repairs were declined at that time.

   

• Initial Complaint

  07/25/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  7/21/24- I had my 2018 Nissan Kicks Sv towed to Pearson Nissan of Ocala because my car was making a loud noise while driving it sounded like i was driving through a *****. 7/22/24- service advisor ********************************* advised me that i had a Broken axel on the drivers side which was causing the issue so i agreed to pay $885.69 to fix the broken axel. I also asked for the car key battery to be replaced again due to it not being done on my last service request. I was also advised i would need tires soon and quoted $1056 I did deny to do to the tires. I was also advised on this day that the ******* mile warranty was not going to cover it. Even though i had only driven the car ******! I did use sunbit to finance the cost of the axel.7/23/2024- ********************************* texted me at 3:56pm GOT YOU ALL FIXED UP. CAR IS READY FOR PICKUP. I arrived at the dealership around 4:45 to pickup and pay for the car. I was told it was good to go i would need tires soon. After leaving the dealership i did notice it drove a lot better in slow speeds but once it got to speeds of 45 it sounded the same. I texted ************** and let them know the car was not fixed. I tried calling the dealership and was told everyone was gone for the day.7-24-24 i brought the car back to the dealership around 12:30 and went for a test drive with the mechanic who insisted on driving he would not drive the car over the 45 saying he couldnt. He told me when he was looking at the car the day prior he noticed it needed an air filter and bearings. I immediately expressed concern and showed him the exact orders i was advised of. And none of what he suggested was on my proposal sheet. At 3:41 i received a new analysis saying my car needed bearings originally quoting me $906, Tires $1056, Engine air filter $50, Alignment $129.99. In order to fix an axel you have to take out the bearings how was it missed the first time. I asked for a full inspection transmission and all and was told no I couldnt afford that!

  Business response

  07/29/2024

  ******* purchased a 2018 Nissan Kicks on May 11th, 2023 from Pearson Nissan of Ocala.  At the time of purchase Ms. ******* purchased a wrap service policy, that expires when the vehicle reaches ******* miles.  Upon her visit July 22, 2024 the milage on the vehicle was 111,619.  Since her warranty expires at ******* miles, repairs would not be covered under her service policy.  Ms. ******* elected to use a third party vendor credit card (Sunbit) for the first repair order to fix the broken axle.  On July 25th Ms. ******* brought in her own parts (front bearings) and asked us to replace them.  Ms. ******* paid by credit card at that time.  I have attached a time stamp log of her visits provided by her service advisor, *******************************.

  Sincerely,

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

  Controller

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

• Initial Complaint

  01/17/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I leased a vehicle from a Nissan dealer in Ocala, **, for 36 months. Two months prior to the term of the lease I decided to purchase the vehicle. I was prepared to pay the remaining two payments of the lease plus the Purchase Option Price as stated in the Lease Contract and the :Purchase Option Fee ($300) as stated in the Lease Contract. However, the Dealer stated that there are additional charges not specified in the Lease Contract. Those non-contract items are Doc Fee and Non Tax Fees. Both are bogus items and have no source in the Lease Contract. Previously I have visited another Nissan Dealer and there the additional costs exceeded $4,000. I would be traveling outside the country and wanted to close the purchase prior to my departure. So, I paid the additional $1,222.00 in anticipation of having it corrected. That has proven more difficult than I anticipated. I strongly suggest that two articles by WABC concerning the cost of end of lease payments be reviewed by your office. They are available at *************************************************************************************** The Nissan Crop has publicly stated in that report that such over payments are not valid and could in fact void the contract.

  Business response

  02/03/2024

  ********************************* originally leased his 2020 Nissan Murano (VIN LN139227) from **** Nissan in 2020.  On February 21,2023 ********************** purchased his **** Nissan lease back at Pearson Nissan of Ocala.  I have attached a copy of the lease buyout invoice from the lender ****.  **** sets the buyout payoff $21772.00.   Nissan dealers are allowed up to $300.00 maximum markup on lease buyouts. ********************** markup was only $225.11.  See vehicle purchase price on attached buyer's order.  Since ********************** leased this vehicle through **** Nissan, Pearson Nissan has no copies of his original lease documents available.   I believe that ************************** issue is with the leasing company **** or perhaps **** Nissan.  As for the 2 payments, Pearson Nissan cannot confirm any details, since we were not the original leasing dealer.   Documentary fees are definitely legal on lease buyouts and at all dealers in the ****************.  

  I did notice that ********************** leased a vehicle from Pearson Nissan back in 2017.  This 2017 Murano VIN ends in HN139344.  Since this was a 36 month lease, this lease would have expired in August 2020. Perhaps ********************** should the other dealer the wrong lease contract.  

  Sincerely, ***********************, Comptroller

  Customer response

  02/07/2024

   
  Complaint: 21158775
  
  I am rejecting this response because: I do not agree with explanation proved by Pearson of Ocala.
  
  Sincerely,
  
  *********************************

  Business response

  02/09/2024

  ************************ did not originally lease the 2020 Nissan from Pearson Nissan.  We have no control over customer lease buyouts that were originally purchased at other Nissan dealerships (**** Nissan).  As I previously stated, Mr. ********* issue is with **** Nissan or Nissan Leasing.  He should contact **** or Nissan for any issues or discrepancies.  

  ***********************,  Controller

• Initial Complaint

  11/18/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Nov 14,2022 I purchased a 2020 Nissan kicks from Pearson nissan. The car makes noises and a red light comes on if I try to drive over40mph. I called many times the salesman promised to come to take a look he promised at least 4 times..did no show I called the office and left a message...the repair man said to bring the car in...I cannot exceed 40 mph....safety hazard if I drive on state road ...I was ignored and snapped at . I am very worried, since I paid for a car but cannot use it. I was given 1 key and promised another, did not happen. I really need your help please.

  Customer response

  11/21/2022

  From: ****************** <***********************>
  Date: Sun, Nov 20, 2022 at 5:20 PM
  Subject: Re: BBB Complaint Case# ******** (Ref#***-202713-********-3-200)
  To: Better Business Bureau <***************************************>
  
  
  
  Drove for the first time in the rain.....windshield wipers do not function properly!
  Sent from my iPad
  

  Business response

  12/02/2022

  ********************************* purchased the 2020 Nissan Kicks on 11/07/2022. Pearson Nissan has made several attempts to have ******************** bring vehicle to our service department. Our service manager, ******************* contacted ******************** and she was supposed to bring the Nissan to our service department around 5:30 pm. Our service manager and a master technician waited over an hour until 6:45 pm. ******************** was a no show. ************** contacted ******************** and arranged a tow from her house on November 18th. When the tow truck arrived ******************** turned the driver away. Pearson Nissan must pay for unused tow. On November 22nd, ******************* again reached out to ******************** and gave her the phone number to Nissan assist for ******************** to arrange a tow to the dealership. Pearson Nissan has not heard from ******************************* since that day.
  The 40 mph symptom that ******************** describes is often a case driving the vehicle in low gear instead of the drive gear. ******************** most recent complaint is about her key fob. Pearson Nissan cannot remedy any of these problem unless the vehicle is brought to our service department.
  

  Customer response

  12/02/2022

  (The consumer indicated he/she DID NOT accept the response from the business.)
  The response about waiting for me to bring the car in is totally false....a lie...why would I have made an appt to bring in the car when I told mr. ************ was uncomfortable driving over 40mph....mr ***** was quite impatient, rude and constantly spoke over me....no, I did not have the car in low drive. Had *********** kept his word to take a look at the car to determine what should be done...this would not have happened.
  Once I gave them my money, I was completely ignored. I am scared to give them my car by tow truck, for if they ignore me now when would I get my car back? The treatment of Nissan to me is unacceptable and should never be the way a customer is treated. Why would they lie. Please let me know what else you need from me. I only want to wake from this nightmare! J p

  Customer response

  12/14/2022

  ---------- Forwarded message ---------
  From: ****************** <***********************>
  Date: Wed, Dec 14, 2022 at 11:44 AM
  Subject: Re: BBB Complaint Case# ******** (Ref#***-202713-********-3-200)
  To: Better Business Bureau <***************************************>
  
  
  Today a representative from nissan *****************, came to my home to test drive the car,I explained my issues to him, he gave me a test drive, explained to me the small nuances of the vehicle, he will call me to set up an appt to get an additional key and to look at ge windshield wipers. I am satisfied with the service and explanations of Mr ***.....and Nissan is extremely fortunate to have him.....please respond to my email.thanks ******************
  
  Sent from my iPad
  

  Customer response

  12/21/2022

  (The consumer indicated he/she DID NOT accept the response from the business.)
  The lies in the statement are incredible! I NEVER turned away a row truck...lie #1...I did Not make an appt to have my car towed to tNissan...I told the mechanic by phone I did not want to drive the car since I did not feel it was safe....I did not agree to a tow because I did not trust nissan to have my car when they were ignoring my complaints...I felt they would keep the car and continue ignoring me...No tow truck driver ever arrived at my house.I live in a gated community, this can easily be checked.....I don't understand the lies....bottom line..I was promised 2 keys I received 1 ...I called and wrote and was constantly ignored. The windshield wipers don't work properly....mr *** was very polite and spoke to me with dignity, but I still have not recd my 2nd key....

  Business response

  12/21/2022

  After receiving the 2nd complaint from BBB, Pearson Nissan sent a representative, **************, to ******************************* home. ***** demonstrated to ******************** the driving gear features of her vehicle. ******************** was indeed attempting to drive the vehicle in low gear. The vehicle was driving normally in the drive gear. ******************** thanked ***** Day for his assistance. If there is ever a mechanical problem with this vehicle ******************** is certainly welcome to contact our service department for repairs.

  Business response

  12/26/2022

  As stated in the previous responses, ******************** will need to bring her vehicle to Pearson Nissan for any repairs, including the windshield wiper and a new key.
  The vehicle needs to be present to have an electronic key made and programmed.

• Initial Complaint

  10/27/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  The seller was advised that on that day we only wanted a quote for 2 cars for 2 people. He pushed for the sale, changing the terms of the sale and giving information that later did not turn out to be the final result. Mishandling of our credit for financing process and processing each car in the names of the 2 people. Noticing inconsistency in what was reported and beginning to receive letters that did not detail what was agreed, I went and spoke with the seller but he told me that there could be no going back in the contract. To correct this, he promised to put "free" dyes on the windows of one of the cars, something that has not been fulfilled to date. One car didn't have the manual and the other had an incorrect manual that wasn't correspond the model. I was let know it to an employee and she promised to order the manual of 1 of the cars. Nothing has been accomplished. We called and sent messages and today they don't respond. I had to call Nissan headquarters for help with the manuals. They helped me with one and have emailed the seller and manager, they haven't responded either for the other manual. We have more points that justify our complaint but, God will be made justice.

  Business response

  11/15/2022

  ***************************** ********* and ***************************** purchased 2 vehicles on September 12, 2022. I have attached driver's licenses, bill of sales, & final vehicle registrations for both vehicles.
  Both customer's signed bill of sales, loan documents, and title documents listing both names on each vehicle document. The finalized paperwork was processed correctly and matches both driver's licenses. Pearson Nissan mailed the 2018 **** F150 owner's manual to the customer. *************************** tried to return the owner's manual stating that it was for the wrong trim package. This is the correct owner's manual for all 2018 **** F150's.
  
  
  See Attachment/File: BBB COMPLAINT **************************************pdf

  Customer response

  12/05/2022

  The response of the dealer didn't answer so.e of our claims.The wrong manual they sent for the **** 150 2018, was returned by us because it not correspond to the truck model. The vendor call and said that he was at **** Dealer ordering the correct manual and that they will senit to our address. At this time, more than 3 weeks he called, the manual not arrived yet.

  Business response

  12/21/2022

  ********************************* complained that the owner's manual for the 2018 **** F150 was incorrect. Pearson Nissan has verified with **** that the owner's manual giving to ************** was indeed the correct owner's manual. All **** F150's have the same owner's manual regardless of trim level. The various trim levels are listed ion different pages of the owner's manual. Our salesperson ***************** explained this to ************** when she received the owner's manual.
  
  

  Customer response

  12/22/2022

  (The consumer indicated he/she ACCEPTED the response from the business.)
  That's not true. We went to dealer to resolve other issue. The vendor ***** asked if we received the correct manual that he said he ordered to send it by mail. I told him that it not received. He said he will check what happened. NO ANSWER. TODAY, THE MANUAL ISN'T ARRIVE. I CALLED TO **** CO.and they have THE CORRECT MANUAL. We decide to follow other way to resolve this issue because all the time, the vendor lie and lie and lie. Please help us. I don't know if the dealer manager could be a better way... because this vendor.....no way.

• Initial Complaint

  04/02/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  MSRP on the vehicle we purchased is $50,440. Pearson added $6,000 for a 10-year/120 miles extended warranty, 1 year of oil changes, paint protection, wheel locks, and a courtesy shuttle. We were charged $1,994 AGAIN for a 10-year/120kmiles warranty. We were given $2,000 less than Kelly Blue Book reported our two trade-ins were worth. Took over five hours to complete the deal, which felt very tedious. When asking later about the $6K added, the salesperson gave a different explanation, saying they added $6,000 because there is such a shortage of cars. We should have paid more attention but were not expecting unscrupulous service. Highly do NOT recommend this dealership. We want our $1,994 refunded.

• Initial Complaint

  12/12/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Had original Headlights on my NIssan Altima 2015 S inspected by Pearson Nissan due to having inadequate low beams for night driving. Was advised by Pearson Nissan that both headlight assemblies needed replacement. Had Pearson Nissan replace left and right headlight assemblies on 9/21/21. These headlight assemblies are under warranty for one year. Low beams are still inadequate and projecting less distance than National Highway Safety Administration recommends. Took car to Pearson Nissan on 11/20/21 and headlights were adjusted but on driving at night found low beams still not to standard, I took car back to Pearson Nissan on 11/26/21 and was told headlights were adjusted according to specifications and dealership refused to do anything further. Took car to another Auto Service Center on 12/12/21 and have a written statement from them that the projectors on the headlight assemblies installed on 9/21/21 are cloudy and not working properly. I would like both headlight assemblies replaced with new headlight assemblies that have good projectors.

  Business response

  01/11/2022

  Business Response /* (1000, 8, 2022/01/11) */ We apologize for the customer's frustration with this matter. Unfortunately, at the dealership level there are limitations as to what we can do. We have replaced the headlamp assemblies per the customer's request in September 2021. Then reinspected and adjusted in November. When customer returned for second time in November I was notified and got involved with shop foreman. The manufacturer's repair process was followed completely. Measuring the distance from designated point (wall) and then measuring the height of the headlamp beam. Everything met the manufacturer's specifications. Again, it is unfortunate that this did not obtain the customer's desired results. I have reached out to the area rep for Nissan and he has agreed to warranty out the units that were replaced in September as a goodwill gesture. Hopefully, the replacement units will achieve the desired results. At this time, the parts are on backorder and will likely not arrive in house for 2-4 weeks. At that time, we will replace the units under warranty for the customer. thank you. Consumer Response /* (2000, 10, 2022/01/14) */ (The consumer indicated he/she ACCEPTED the response from the business.) I will be happy to schedule an appointment for replacement of my headlights that were installed in September, 2021. I was advised by Gainesville Nissan as well that parts are not currently available that do not have the same problem with deteriorating projectors in the headlights. So still have concerns as to why this dealership installed these headlights instead of advising me to wait for proper replacement parts. I was advised by attorneys involved in a recent settlement of a lawsuit ******** vs Nissan" that headlights are expected to arrive after Jan 22, 2022. Consumer Response /* (3000, 14, 2022/03/02) */ From: <*******@bbb.org> Date: Wed, Mar 2, 2022 at 9:45 AM Subject: Message from BBB.org To: <*****@findbbb.org> How do I reopen a complaint? Pearson Nissan of Ocala agreed to replace my headlights under warranty. The replacement headlights still have very dim low beams. Have spoken with the manager Gary B****** and asked him to discuss matter with the factory rep. So far have not been contacted with a plan to resolve. Sent from ********* ******* (******************)

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