ComplaintsforReed Nissan

• Initial Complaint

  08/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This business was deceptive in their practices. I was told over the phone the charge for a diagnostic was $199. I arrived to pick up my vehicle and the cost was $245. The technician said it was shop fees, however my receipt does not show this. There is a charge for miscellaneous fees which are vague and do not specify what the cost is. Upon questioning, the technician became hostile and uncooperative. He said I could not have my vehicle back unless I paid the amount in full. The technician never told me there was an added miscellaneous fee when I was told the cost over the phone and I was never given nor offered a written cost or estimate of the diagnostic fee. I am attaching the receipt of which is the only written documentation I was ever provided.

  Business response

  08/05/2024

  The quote you received over the phone was for 199.95.  Our Dealership and no other repair shop quotes out the door.  Our shop fees are 15% of parts and labor and max out at $50.  Your shop fees where at ***** and taxes where at ***** so the total was 244.89.  This is standard practice and are explained to every customer.  **** my service manager did explain this to you.  I am sorry you feel these are deceptive practices but this is the same for every repair shop in this business.  Our pricing is just like every store you go to, when you buy a shirt from a store it doesn't include tax.   

  Customer response

  08/05/2024

   
  Complaint: 22088740
  
  I am rejecting this response because:
  

  The response does not disclose anything new. There is no apology nor admission of deceptive practice. There is no response to my question of the lack of verbal and written communication regarding these undisclosed fees, nor is there written proof of what the miscellaneous fee actually is. Not only is this response unsatisfactory it is once again unprofessional and dishonest.

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

  Business response

  08/07/2024

  Unfortunately we will agree to disagree.  We stand by our many previous responses and wish you the best of luck with servicing your vehicle.

• Initial Complaint

  06/24/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased a new 2024 Versa 6/18/2024 with single digit miles on it. My vehicle is still under manufacturers warranty. The engine light came on days after my purchase and the car was acting badly. I took it for service and they had it 30 minutes and came back to tell me it was the gas cap. They would not give me a rental or courtesy vehicle the guy in service said..until they determined something was wrong with my newly purchased car. My car is NOT acting like a new car. I don't even know what the warranty covers or who the bank is because finance says he was putting everything on a thumb drive. I called and called the dealership 5 or 6 times today. Sales were the only people that would answer at any of the extension options...finally...some man answered that said I could use the extended warranty on my car but I have a manufacturers warranty on my vehicle that should cover it.

  Business response

  06/25/2024

  I am very sorry to hear about this situation.  I have been in touch with my managers in the sales and service departments and this seems like a huge miscommunication on my peoples end.  They are ordering the part you need and will be contacting you very shortly to make sure everything gets taken care of.  Sorry about the confusion caused by us but we will get this handled for you.

   

   

• Initial Complaint

  05/13/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  . my son went there on April 25th to have coolant leak looked at I got told everything's fine but I need a new engine I agreed to the coolant flush this and that I start heading home to ************** and it's ******* coolant. I bring it to my mechanic they remove the under shield underneath that pops out and it dumped coolant all over the ground I've called this location multiple times even through ******** I sent a message everybody kept saying they'll have the service department managers call me but nobody has called me I call request to talk to somebody and I get told that they are not there and to call back on ** day so I did and got told the same thing again I want to be refunded for my whole dollar amount because the diagnostic wasn't a true diagnostic if they did the diagnostic completely they would have taken the undershield out to see if it was wet. The water pump had went and because the amount of time that I was driving with a bad water pump other things had to be replaced if I remember correctly so I ended up in all had to spend over $2,000 to fix it because this Nissan location failed to do their job correctly I want to get a refund for everything that I had paid them I currently need to clean my van to find the receipt for both Nissan and my mechanic but I do have them

  Business response

  05/14/2024

  To whom it may concern,

  We do take customer complaints at the dealership seriously.  We have tried to reach out multiple time with no communication back.  Unfortunately we will not be initiating any type of refund.  The vehicle was brought in for 3 concerns and we diaged all three.  Multiple items where declined and a coolant flush was approved.  Only one diag charge was charged to the customer and just because later you had a leak in the system that we may or may not of missed doesn't constitute a refund of any of the service performed.   We are sorry you feel we did something wrong and wish you the best of luck in your future endeavors.

   

   

  Business response

  05/23/2024

  I am very sorry for the delayed response as I was out of town on vacation.  I had instructed my Service Manager to call and figure out what took place.  It is my understanding that we have agreed to refund $100.  All the information that has been reviewed shows no wrong doing on our part but when it comes down to it we want to help our customers there for I have approved the $100 refund.  I have instructed him to get with you and get this handled.  I am glad we could come to some sort of resolution regarding this matter.  Please have a blessed day.

• Initial Complaint

  12/14/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We had our 2015 Nissan Rogue serviced in March to have a front passenger airbag sensor replaced where they had to replace the seat cushion as well. The cushion keeps coming unattached and we have brought it back to then 4 times ever since the original repair and still not fixed..we spent almost 5k on this and still not fixed. Have reached out to speak to a GM but no luck.

  Business response

  12/18/2023

  ****,
  
  I am sorry but I was out the last week.  I have been brought up to speed on this repair.  According to my technicians there is no defect in the parts that are in your vehicle.  What I would like to to is get a second set of eyes on the vehicle and have it brought over to my Clermont location to be looked at and see what the issue might be.  Please let me know a day and time that this might work for you and I will be glad to facilitate it for you.

  Customer response

  02/05/2024

  This case needs to be reopened. The vehicle is still not fixed. The dealership is not providing any feedback on how they plan to correct this situation. We have had to bring the car back several since the last message and they advised they would call us last Monday January 29th and we have called every other day and we receive no feedback and are told they will call us back and they do not. We have brought the car in 7 times total not to have this fixed. 

  Customer response

  02/07/2024

  This case needs to be reopened. The vehicle is still not fixed. The dealership is not providing any feedback on how they plan to correct this situation. We have had to bring the car back several since the last message and they advised they would call us last Monday January 29th and we have called every other day and we receive no feedback and are told they will call us back and they do not. We have brought the car in 7 times total not to have this fixed. 

  Business response

  02/07/2024

  This item has been checked multiple times and even reinforced beyond its design.  Has been determined by multiple technicians that there is no defect in the part.  We will parts warranty the seat one more time but after that there is nothing more we can do as this isn't a parts issue.  There will be no refund for this part as it isn't defective.  After the next parts warranty we do if there is still a problem we will turn you over to Nissan Corporate for any further concerns.

• Initial Complaint

  12/04/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Tuesday, November 21, 2023 - Our 2018 Nissan Titan was wrongly delivered by RH Towing to this **** location (that's separate complaint). As of today, 12/4/23, they state they still cannot locate the alternator for this truck, it's a 2018. It's been two weeks and they further claim they do not have a loaner car. ***** works for ************************** Works for Polk County schools. This is a major inconvenience to say the least, as well as a strain on the marriage relationship. We've been Nissan customers since **** and our dealings in the Metro Atlanta area with various Nissan dealers were never stressful. Furthermore, it's strangely convenient for THEM that the warranty that covers this just recently expired two months ago. As for total amount we will be required to pay, that has not been declared. ******* cell is: ************ Wynona's: ************ We aren't asking for a brand new truck or any red carpet treatment; we are asking for speedy, efficient service that we've come to expect from Nissan.

  Business response

  12/19/2023

  *****,

  *************** to this complaint.  I encourage you to check with all Nissan Dealerships and ask them if your alternator is on back order.  I also implore you to ask them if your warranty is expired.  There is no supposedly according to your complaint this is all facts.  There are massive issues with back order parts since covid with every manufacture.  Also we can't provide a loaner car at no cost on a customer pay part that is backordered.  We can provide one at a cost of 47 per day if you would like.  I am encouraging you to take your truck to another Nissan Dealership if you don't believe anything my service staff has told you.  

• Initial Complaint

  11/01/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a 2019 Nissan Altima on 8.12.23. The car had ****** miles & was advertised with Certified Select program (84-point pre-purchase inspection).On 9.5.23 @ ****** miles, the check engine light & collision sensor malfunction warning lit up. I visited their service **** to fix issues & get a copy of the pre-inspection report to know if these issues existed before purchase. They told me theres a $200 diagnostic fee, & was told to ask around for the report. I called their public affairs **** but received no response until ****, when ***************************, used car manager called me.He assured me he could provide the report if I met w/ him on ****. ***** failed to produce the report that day & suggested I return the following day.I did return next *********** left the dealership for a personal ******* ***** service **** did an inspection & then gave me a $2,086.08 repair bill.I reached out to Reed Nissan's operations manager, *******************************, on September 18, via email. ****** informed me that they would cover the cost of the repairs & revealed that no pre-purchase inspection had been documented for my vehicle. I stopped hearing back from ****** after that.On ****, the engine failed while I was driving on the highway. I emailed ****** and he let me know on **** hed been out on vacation and I could bring the car in.I took the vehicle in for repairs on the same day, & when I retrieved it on ****, I noticed that the air conditioning didnt work. The engine also failed a 2nd time. I went back & they tried to fix again. Now the ** only works sometimes.I asked for a refund/return because its a safety risk & financial liability. The documented issues have been faulty Active Air Grille Shutter, throttle body, mass airflow sensor, collision sensor, rear brakes, & air conditioning. They probably did conduct the inspection upon receiving the vehicle as a trade-in for a reduced price or sold me a car w/o fulfilling their inspection obligations.

  Business response

  11/09/2023

  Mark,
     We are sorry that you are having issues. We always strive to assist our customers in any way possible.  The simple truth is that very few vehicle consumers are prepared or understanding when they are immediately required to invest in a recently purchased vehicle. We do offer extended warranties on every purchase.  The matter of warranties is extensively discussed and explained during the signing portion of the car buying process. Warranties are essential for consumers when buying pre-owned vehicles.  Warranties cover a wide array of problems and unforeseen issues, like the ones you are facing. Warranties cover an extensive amount of essential car parts, such as engines, transmissions, sensors, and air conditioning.  The amount of covered parts depends on the warranty you purchase.  We thoroughly explain the need for extended warranties, especially when a customer is purchasing a vehicle with higher mileage. We do that for this very reason, to try to cover and protect our customers. When reviewing your transaction, I see you elected to decline the extended warranty. Due to the fact that you had just recently purchased the vehicle, Reed Nissan invested $2,500.00 before the sale and over $4,000.00 worth of service after the sale because we value your business. We wanted to take care of you and help you as much as we could regardless of if you had opted for the warranty or not.  Vehicles are machines, and we weren't prepared for what came next any more than you were.  However, we truly went above and beyond to help you.  We aim for our customers to be happy, knowing they will return in the future.  In that respect, we truly view all of our customers as extended family members and friends, so we make sure our vehicles are up to those standards.  We are not in the business of making customers unhappy or selling low quality vehicles. We make it our mission to make sure neither of those things happen.

     In conclusion, every vehicle Reed Nissan sells goes through a full inspection. High mileage vehicles are more likely than low mileage vehicles to have issues or problems.  Unfortunately, those issues or problems can arise immediately after the time of purchase.   Upon analyzing every aspect of your case, including the service done to your vehicle before and after purchase, Reed Nissan has taken more than adequate action to help you.  We value your business and would like to show you by inviting you to purchase an extended warranty to protect you from further issues or hardships that *** arise in the future. 

  Customer response

  11/23/2023

   
  Complaint: 20798407
  
  I am rejecting this response because:

  This vehicle was covered under the Certified Select Program which includes a ***** mile/6 month warranty and the 6 major issues that arose immediately after purchase were not covered. Also, your Used Car Manager, *************************** literally told me that even if I had purchased the extended warranty, none of the issues would have been covered so i'm extremely confused about how spending more money on this warranty you're offering could possibly be a solution. Was he wrong? Could you confirm what this extended warranty you're offering covers and how much it costs?

  The safeguard (a pre-purchase inspection) that would have prevented this entire situation was either not performed or properly documented, which was confirmed by your dealership. Prior to the vehicles purchase, your salesperson provided a document that clearly states "All Certified Pre-Owned vehicles must have an inspection completed through the digital inspection portal prior to sale". Your dealership lied about performing the inspection for a full month until they realized that I would not stop asking for it until it was provided.

  It's also interesting that throughout our private written communication over the last few months, nothing was mentioned about the blame being on me for not purchasing an extended warranty. In fact, your dealership took full responsibility but unfortunately still refused to refund me/buy back the vehicle because it would affect your dealerships profits. No one purchasing a vehicle from a reputable dealership would find it within acceptable range to have this many issues immediately after purchase. This vehicle still has issues even after whatever money you spent on it and it should not be my responsibility to deal with or worry about.

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

  Business response

  11/29/2023

  I am very sorry that you still feel that we haven't done everything in our power to help but as stated in the previous response you did decline extended warranties and we still went above and beyond with repairs that came after the purchase of the vehicle.  In your documents you sign it state the car is bought as is and even gives options of possible things that could go wrong with the vehicle, and you have to sign stating that you understand that any future repairs would be your responsibility.  The warranties that you declined are in the paperwork that you have from your purchase.  We stand by our previous response and hope you have a great day.

   

• Initial Complaint

  10/04/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  After replacing the transmission in my 2014 Nissan pathfinder last year, my car went to this business in February to have the warranty verified. Reed Nissan, after keeping my car for 6 weeks, told me that there was no issue with my transmission. In July, when the noise started in my transmission again, I brought the car to Deland Nissan who verified that my transmission did need to be replaced, but I was now out of Nissans 12 months warranty due to Reed Nissans negligence

  Business response

  10/04/2023

  I do understand your frustration, but I will explain how this works.  Any transmission problems that exist in a Nissan goes through a program called PCC.  This is where data is sent to Nissan by hooking a scanner up to your vehicle.  This data is looked at by the PCC team the repair that needs to be made is told to us or in your situation they will tell us that nothing is wrong with your vehicle and no repair is to be made.  If we can just warranty a transmission out we would be glad to do that but that's not how any manufacturers work.  We have to have codes for that to happen and there were no codes in your vehicle.  Unfortunately, there is nothing we can do on our end as we did nothing wrong.  You are more than welcome to call 1-800-NISSAN-1 to see if they are willing to assist you with an out of warranty goodwill repair.  I wish you the best of luck with your vehicle's repairs.

  Customer response

  10/05/2023

  
  Complaint: ********
  
  I am rejecting this response because:
  My primary concern is not regarding the lack of codes because I understand that procedure. My concern is the length at which my car was held from me, that I was told a multitude of different reasons for the hold, the main one being a wait to verify the warranty, only to then be told there was no issue over 6 weeks later. 
  
  Sincerely,
  
  ******* ******

  Business response

  10/13/2023

  I am sorry you reject this response but once again this isn't an issue on our end if you have a complaint about your vehicle after the warranty is over please call Nissan and see if they can give you goodwill assistance.  We followed all the processes and procedures outlined by Nissan.

• Initial Complaint

  03/06/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  October 2022 moved 25 cars from them from IRide in Sanford to Reen Nissan in Orlando Florida and we are on March 3rd 2023 no payment done yet which the amount owed is $1375.00 they keep giving run arounds Accouting Christina and also Used Sales Manager Brian l******* have emailed text and phone calls and nothing i need this resolved ASAP or will file a small claims with the courts

  Business response

  03/20/2023

  To whom it may concern. Fast Transports services was used by Reed Nissan in many transactions. Numerous times their services where delayed and prolonged for "personal issues". The last two transactions prior to them moving vehicles from Sanford to Orlando reflected in a loss to Reed Nissan. Reed Nissan elected to duplicate the same outcome for Fast Transports. The dates that are on file are also incorrect. Fast Transports last services were used in December 2022. Reed Nissan has already issued a check to resolve the matter. 

  Business response

  03/24/2023

  The Check has been issued and is in route to **** ********* ** ******* ***. The communication was never mislead or misinformed. This matter is closed. Fast Transports services will never be rendered at Reed Nissan in the future.

  Customer response

  03/31/2023

  
  Complaint: ********
  
  I am rejecting this response because:

  I have been going back in forth with them for months and as soon as I wrote to BBB and also to the Director of Reed Nissan Steven N******** is when it got they gave me the check which the total was incorrect should have been for $1350 like invoiced and stated but what they gave me was $1250, which is unaccepatable but atleast I got paid and I will never do business with them again and will give them review on ****** also
  
  Sincerely,
  
  ***** ********

• Initial Complaint

  12/31/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  My vehicle had issues with transmission about three month ago which lead me to take it to Nissan because I thought I was covered with warranty. I relocated from ** and never had a problem with nissan there. After being told that the warranty expired not to long ago we had to replace the transmission which roughly cost over $2,000. Now the vehicle left my wife in the middle of th road didn't shift or drive and leaking transmission fluid. After towing my vehicle to Nissan now they are stating that it's not the transmission it is the axles that fell off. They also stated that even though the axels are connected to the transmission and needed to be removed and put back in place after replacing the transmission. They are not at fault and it's not covered under warranty for the transmission. Now they are charging more money and I was told car will be ready in three days three days later with is today car is not ready and I am being told it will be ready in another three days. I was also refused a loaner vehicle or a rental because they stated they don't have vehicles to loan or rent. This would of never happened in NY I would have been provided at least with a vehicle.

  Business response

  01/09/2023

  I do understand the frustration and I did run this up the chain to a few of my master *************** and did verify that just because the axles are connected to the transmission the axle coming out isn't related. Its the same thing say the motor went bad three months later which is also connected to the transmission. The loaner car issue is a nationwide issue. We are tight on our supply along with our secondary suppliers Hertz and Enterprise. I am very sorry you had a bad experience with us and I hope we get the chance again to earn your trust back with us.

• Initial Complaint

  10/28/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a 2015 Hyundai Sonata Hybrid from Reed Nissan for $17,000 on 7/12/2022. On 10/21/2022 the vehicle left me stranded on the side of the road. I had it towed to the nearest Hyundai dealer who informed me that the transmission was shot and would need replaced (a repair estimated at $12,000). I called in to Reed Nissan where the salesman had no sympathy and was extremely rude. He simply stated that "that's what you get when you buy a used car" and that it was my fault for not purchasing an additional warranty. My understanding was that I purchased a vehicle from a dealer instead of an individual because a dealer must ensure that the car is good before they sell it. Their customer service is non-existent. They never answer the phone, you leave voicemails and they don't call back, and on the rare occasion you get to speak to someone they are rude. They are unwilling to even attempt to help me or admit to selling me a lemon.

  Business response

  12/09/2022

  Business Response /* (1000, 5, 2022/11/09) */ Ms.********** we are very sorry to hear about your situation. Every vehicle Reed Nissan sells goes through a pre-owned inspection. If at that time any issues were going on with that Vehicle it would not have been listed for sale. I did review your transaction from July and see you purchased a total care extended warranty. I also see you canceled your warranty in September. If the warranty was not canceled you would have been covered. Reed Nissan is very sorry you are in the situation you are in. I have attached a copy of the extended warranty and what it covers.

*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. ↩