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:03/16/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  What you are doing with the "lotto" is misleading and very wrong. I am a single mom, called before hand and I was told oh if it says you won $3,000 then you did. Went all the way down there with my toddler, paid $20 for my neighbor to watch my mom who has Alzheimers with dementia, just to be told I won a scratcher, and then that I did not win anything from the scratcher. This is wrong on SO many levels! It is plain down abusive to lie to someone that way. Y'all should be reported for lying to the public and being misleading. Even when I got there you people were standing at the desk looking and laughing. Like it was amusing to you. I shouldve catch on right then. You made me waste my time, gas, a 40 minute drive, plus the money I paid to have my mom taken care of. I am trying to buy a house and this is close to the money I need for the escrow and inspection. So you might be able to understand how disappointed and ****** off I was when I went down there and wasted my time, especially since I called ahead and explained my situation, and was just lied to! You are a dealership, how about you stop lying to people just to get them there, and stick to just selling cars?

  Business Response

  Date: 03/17/2025

  This is a company we hired to put this sale on for us and we feel bad that you feel you wasted your time driving here to find out you did not win.  There are real prizes and real winners and I am sorry that you did not win.  We are also giving away 65" televisions in a raffle every evening for the people who came in and registered that day.   I am sorry you are disappointed with the sale and that you did not win.  If there is a way we can help you with the $3000 you need to complete the purchase of your new home if you were able to purchase a car from us we could cut you back a check for the $3000 needed to complete your purchase.  Let me know if we can help you in that way. 

  Customer Answer

  Date: 03/18/2025

   
  Complaint: 23073775
  
  I am rejecting this response because I am not angry that I didnt win. Because at the end of the day I didnt and havent ask for anything from anyone. I am angry because of the lie and deceit. Even after I called to make sure it was real, which they said it was if it says you won $3,000 cash, then that is what you won. That is a flat out lie and there was no information on how it worked until after I drove there. And *** but no. I would not do any type of business with a company that lies to people just to get them down there to try and sell them a car. Next time, do better and be transparent! Lying to people and playing with their emotions is a really messed up thing to do. You are dealing with humans, and many of us are going through a hard time. 
  
  Sincerely,
  
  ******* *******

  Business Response

  Date: 03/20/2025

  I am sorry you felt you were lied to.  The company we hired to put on this sale is a nationwide company and has a good reputation and came highly recommended.  I am not happy with the sale and will not be using them in the future. I apologize you felt you were misled and for that reason I will not be using this company in the future. 

• Initial Complaint

  Date:12/18/2024

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Purchased vehicle on 30 July 2024. 2023 Nissan Frontier Pro 4X, Certified Pre-owned I received a purchase agreement for a Florida sale but when the Finance person, ****** had me sign paper work electronically, he put it on a Georgia Sale form, since the vehicle would be registered and titled in *******. Bottom line upfront, Dealership collected a total of $37,769.25. $5,000 was paid directly and $32,769.25 was financed with Nissan Finance. The amount collected for Georgia tax and title fees was $2,732.85. These fees were broken down by the ****** and he printed a copy of the breakdown for me. It included a line item of $244.90 for "Safety Margin Estimate". I asked about this extra fee, and ****** that was in case their calculation was wrong they would not hold up the title process, but if it was not used, I would be refunded that amount. When I received the registration, the state of Georgia only charged me $2,485.62 and charged the dealer $132.38 for being late. It took nearly 3 months to receive my final tag. The difference between what i paid $2,732.85 and what Georgia charged - $2,485.62 is $247.23. That is what I have requested from the dealership several times since the first of November 2024. I have provided the receipt showing what I paid in ******* fees and the registration showing what Georgia charged me, and the difference of $247.23 is still owed back to me.

  Business Response

  Date: 01/02/2025

  The information this customer is stating is not correct.  Attached is the buyers order the customer signed and I highlighted the amount of taxes we collected which total $2486.95.  ******* charged us $2618 in total and the amount we collected did not cover the total that Georgia charged us and we paid the difference.  We did not charge the customer for any late fee and only charged the taxes stated on the buyers order the customer signed. 

  Please see the attached buyers order showing the amount collected.  Any questions the customer is welcome to call our title clerk ******** ******* and she will walk him through all the charges and what Georgia charged us. ************

• Initial Complaint

  Date:05/10/2024

  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.

  On 5/20/24 I entered into a text conversation with ******* from Sutherlin Nissan of Orlando to purchase a used vehicle. I was in a month prior for the same vehicle but the numbers would not work. This time, I laid out my requirements in a text conversation with the representative, they spoke with their manager (***********************) and told me that we could make it work and the payment I requested was very possible. I get childcare last minute for my husband and I to go up there when he got off of work and ******************* greeted us with preliminary numbers. We already discussed numbers and they knew the numbers from me being in there previously and told us they could not make the deal work. They offered 11k less for my car than they offered 3 weeks before and were completely deceptive to get us back in the store for the SAME car we tried to purchase a few weeks prior. I was very clear in my message to not waste mine or their time and they did just that with no care. Poor, deceptive practices and they should have to honor their word. Absolutely disgusting business practice. Not once did they say that this would not be achievable - and we even had our credit run for loan pre-approval.

  Business Response

  Date: 05/11/2024

  Originally when you came in we had our vehicle priced much higher and we were over allowing on your trade in the make you happy with the price you were getting on your trade.  We since reduced the price of our car and you came in on the reduced price but with the reduced price we can not over allow on your trade in any longer.  We will honor the reduced selling price on our car and will sell it at that price today but you will have to keep your trade in and sell it on your own.  Please let us know if that will work and you can come pick up your new car today. 

  Customer Answer

  Date: 05/11/2024

   
  Complaint: 21696210
  
  I am rejecting this response because: the value of my trade in for the car should not be determined by you lowering the price of your vehicle. You are extremely deceptive and wasted my time & money for childcare expenses and driving 30 minutes to your dealership. As I explained thoroughly and clearly in the messages where you said wed be able to make something work, in which you responded you could, you have now gone back on your word. Shame on you for wasting my time twice and leading me on. 
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 05/13/2024

  We will honor the price we have advertised on our car but we cannot over allow on your trade in at that price.  You would have to sell your trade in on your own.  I am sorry you feel we wasted your time.  We did our best to make the deal work but at your offer we would be losing money and we cannot make it work. 

  Customer Answer

  Date: 05/13/2024

   
  Complaint: 21696210
  
  I am rejecting this response because: I was told via text message (already provided) with the terms I needed laid out that it was very possible. 
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:04/30/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I took my vehicle to Sutherlin Nissan on 9/16/23 to get the ** fixed. I informed them the ** was blowing warm air instead of cold air. After they performed the diagnostics and checked the vehicle, they provided me an estimate which detailed the problem as being no refrigerant in the system caused by a leak in the evaporator. They charged me $198.96 for parts and $1,780 in labor to fix the issue for a total of $1,978.96. Not too long after having the car fixed the same issue began happening again, the ** was blowing warm air whenever the car was not in motion. However, I was not able to take the car to the dealership right away because I live in Orlando by myself to attend college and it is difficult for me to be without a vehicle for a number of days. I was finally able to take the vehicle once again to the dealership in 12/01/23. I informed them the vehicle was having the same issue. They checked the car and supposedly did not find any problems with it. They claimed the ** was working properly despite my complaints. The ** has progressively gotten worse and blows cool air (not cold) while in motion, and warm air when the car is idle. I therefore took it again to Sutherlin Nissan on 4/16/24 to get fixed. Now they claim the car needs to have the ** compressor changed, and want to charge me an additional $1,797.69 to fix the issue.I believe Sutherlin Nissan Orlando should fix my vehicle's ** at no additional cost because the car continued to have the same issue it had when I initially took it to their dealership and which they purportedly fixed.

  Business Response

  Date: 05/01/2024

  This customer came in on 09/23/24 with AC not blowing cold and we diagnosed her car and found she had no freon in her AC and quoted her $1978 to replace her evaporator.  At this point she had 101k miles on her car.   She returned on 12/01/2023 with 104k miles on her car stating her AC intermittently not blowing cold.  We could not find anything wrong with her car at that time.  She returned on 04/16/2024 with 110k miles and her air not blowing cold intermittently and we diagnosed her car again to find that the freon was full which was the problem the first time but now the compressor was failing.  Due to the age and miles of the vehicle this is normal wear and tear.  We hate that this is happening but it is a separate problem from the first time she came in.  We are willing to discount her repair by the labor involved if she pays for the part.  Please ask for ********************* if she would like to proceed with the repair. 

  Customer Answer

  Date: 05/01/2024

   
  Complaint: 21649388
  
  I am rejecting this response because:
  
  Sincerely,
  
  ********************

  Customer Answer

  Date: 05/02/2024

  Since Sutherlin Nissan failed to fix the issue I originally took my vehicle to their dealership to get fixed (AC was blowing warm air and has continued blowing warm air), and for which they charged me approximately $2,000 to fix, they have a responsibility to correct what they failed to do, fix my AC.

  Business Response

  Date: 05/02/2024

  We did repair the original problem which was that the ** was not holding freon and we repaired that.  When you came in the second time it was a different problem.  Your ** was full of freon when you came in the second time.  Unfortunately it was the condenser this time and it is a completely separate problem.  We will repair the new problem free of any labor charge but you will have to cover the cost of the part.

  Customer Answer

  Date: 05/05/2024

   
  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:04/26/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Last week, I received a flyer in the mail claiming I had won $1,000 cash! Upon calling the person I spoke with was rude and uncooperative when I tried to ask questions, eventually hanging up on me. Subsequently, I contacted the dealership again and spoke with the customer service manager, who informed me that I had not won anything.Seeking further clarification, I requested to speak with the head manager. Their behavior was appalling; they attempted to belittle me by insinuating that I desperately needed the $1,000. Furthermore, they obtained my personal information without consent through an unauthorized background check, threatening to involve the police and abruptly ending the call in an attempt to silence me.The flyer explicitly states, "If your symbols match, you have 'DEFINITELY' won one of 'THESE' prizes!" It does not mention winning 'A' prize, which could be interpreted as a lottery ticket. Instead, it specifies winning one of 'THESE' prizes, which include amounts like 100k, 10k, 1k, or 100 dollars. As my card displayed six diamonds, I rightfully expected to receive $1,000 cash, in line with the flyer's terms.Following this ordeal, I emailed the dealership owner, who promptly acknowledged the flyer's misleading wording and promised to rectify the situation. However, despite sending three follow-up emails, I have yet to receive any further communication.The response I received from ************** (U.S.) Marine, the President of Sutherlin Nissan Orlando, expressed sincere apologies for the mailer's content. He clarified that the company responsible for the mailer had misled them, emphasizing his embarrassment over the mistreatment I experienced. He assured me that the responsible individuals would be identified, and steps would be taken to ensure such incidents do not recur. He pledged to personally investigate the matter and provide a resolution to try to make this right. He is now ignoring my emails.

  Business Response

  Date: 04/27/2024

  This was a company that we hired to put on a sale and they came highly recommended by other dealers.  I feel bad that the mail piece was deceiving to some people and it looked as though they had won $1000.  The person that you spoke with was not a employee of my dealership and was here with the team that put on the sale.  Once the mail was sent out there was nothing I could do and will never hire these people again.  I will also not give them a good reference to other dealers.  *********** that did the mail was AUTOMOTIVE EXPERTS ***********, LA ***** and I am working with them to try *** come up with a resolution. 

  Customer Answer

  Date: 04/27/2024

  Complaint: 21631603
  
  I am rejecting this response because: As you can see, the owner is more or less admitting that the flyer was not worded correctly to back up their FALSE claim that I only won a lottery ticket. All he is trying to do is blame this on the company he hired. This is unacceptable, as it is his RESPONSIBILITY to ensure that what he is sending out to represent his company is compliant with FTC laws. When this goes to court, which seems increasingly likely to be my next step, the Judge will 100% tell him it is his responsibility to ensure that these flyers are compliant with the law.
  
  He has all but admitted at this point that he knows they were not compliant and that they clearly state we have definitely won one of "THESE" prizes. In my case, $1000.
  
  I will not be satisfied until the $1000 my flyer states I won is given to me.
  
  As for who I spoke to, he is lying as well. I spoke to four people. The first works for him as I called the dealership directly. She told me I won and to come in with my claim number and a check would be mailed to me. The second may have worked for the company doing the flyer, and that person was rude and hung up on me. The third person was a customer service agent at the dealership, and he told me I did not win but to come in, and we will give you a FL lottery ticket. The fourth was the Head Manager, and he tried to insult me by claiming I must really need the $1000 and that he has my name from caller ID and did an unconsented background check on me and then said he was calling the cops on me. When I called back to try to speak to the owner, he got on again and verified he had called the cops on me. This manager's intentions were to try to intimidate me to go away. They could not tell me which of "THESE" Prizes I had won. I have all conversation recorded as FL is a one party consent state. 
  
  I have also contacted the **** State's Attorney, and the **** mail fraud division in regards to this. I am now also attempting to reach out to local news agencies, and I believe you, the BBB, can maybe assist with that?
  
  As you can see, both from my email I got from US Marine and his response here, he has pretty much admitted that my claims are valid. He likes to say he is looking for a resolution, but these are just lies and stale tactics. The company he hired is not responsible he is responsible to provide a resolution. It seems more like he has his lawyers looking for a way out for him and is just stalling at this point. I have sent three follow-up emails and called the dealership three times over the course of a week with no correspondence back.
  
  Amazing how he can respond quickly to a BBB complaint but not to my emails or phone calls.
  
  I request this complaint remain open until he has provided a resolution for me as he has stated he is working one. The flyer clearly states I won one of "These" prizes and my card says it is $1000 CASH!
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 05/01/2024

  ***** the owner of the company is calling you to resolve this today.  His name is ******************* and he assures me he will resolve this with you.  If it is not resolved please respond here. 

• Initial Complaint

  Date:04/22/2024

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am writing to file a formal complaint against Sutherlin Nissan Orlando regarding their deceptive marketing tactics, specifically a bait-and-switch scheme perpetrated against myself and many other customers.On 04/20/24, I received a communication from Sutherlin Nissan Orlando informing me that I had "definitely" won $1000 through a scratch-off ticket promotion. Excited by this apparent windfall, I contacted the dealership to confirm the details before making the trip to claim my prize. I was assured over the phone that there were no gimmicks involved.However, upon arriving at the dealership, I was shocked to find that the reality was quite different. Instead of receiving the promised $1000, they claimed I didn't win because my numbers didn't match some wall they created, but the scratch-off says "if you match the symbols, you have definitely won"I was presented with a mere $1 lottery scratch-off ticket as a replacement. This bait-and-switch tactic was not only misleading but also incredibly disappointing and dishonest.Furthermore, it became apparent that the dealership's true intention was to use this false promise of a prize as a means to push sales of Nissan vehicles. This blatant attempt to manipulate customers into making a purchase is unacceptable and unethical.I strongly urge the Better Business Bureau to investigate this matter thoroughly and take appropriate action against Sutherlin Nissan Orlando for their deceptive business practices. It is my hope that by bringing attention to this issue, other consumers will be spared from falling victim to similar schemes in the future.

  Business Response

  Date: 04/22/2024

  
  First I want to apologize for the mailer you received from us.  This is from a company we hired that told us they had a lot of success driving traffic to other dealerships and had very successful sales.  I called to get referrals from other dealers and they checked out.  I did not know when hiring them that would send out a mail piece that was deceiving to people.  Once the mail had been dropped there was nothing I could do.   I apologize and I assure you I will NEVER hire this company again and I will warn other dealerships not to use them. 

  Customer Answer

  Date: 04/22/2024

   
  Complaint: 21607417
  
  If that is the case, please provide a public apology on your socials or emails and to all the people that the mailer was sent out to. Like many people, we have spent gas and our precious time making it the dealership. I had called the dealership on Friday the 19th before coming in the next day and they told me I was a winner, so I'm not sure when you decided to not use this "company". You need to make amends as a lot of people are angry on your ****** review page.
  
   A bait and switch scam may violate the Florida Deceptive and Unfair Trade Practices Act (FDUTPA) you can read more about this law here **********************************************************************************************************************
  
  
  
  
  Sincerely,
  
  *******************

  Business Response

  Date: 04/22/2024

  We are preparing an apology and will post it to our social media as soon as tomorrow.  I have a company that handles our social media, and they should have it up soon. 

  Customer Answer

  Date: 04/25/2024

   
  Complaint: 21607417
  
  I am rejecting this response because: There still has not been a social post/website update regarding this issue. Once you have publicly apologized, I will accept the outcome. It has been a couple days since this. 
  
  
  
  *******************

• Initial Complaint

  Date:03/28/2023

  Type:Customer Service 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.

  Date of transaction, March 21, 2023, paid (credit) Sutherlin Nissan Orlando sixty-seven thousand eight hundred fifty-three dollars ($67,853.00); the entity is hereby, to provide to us, we, I* ALL SECURITY INTEREST of the instrument at face value, the entity has failed to provide any remedy, [t]he entity was place on notice for acceptance of instrument, notified that fraud and deception is being committed, hereby, misrepresenting consumer documents and instruments for their business benefit and not in honor of the beneficiary; business has not tried to resolve the issue, stock #****** We demand, [T]he entity refund in legal currency the full amount for which the instrument was sold and the acquired item vehicle, title and all warranties remain available to the beneficiary for life, balancing of the book ledgers. *we, us, I meaning the beneficiary of the principal account.

  Business Response

  Date: 03/28/2023

  If this customer is stating that this is a fraudulent deal the customer has to report this to the sheriffs office and the sheriffs office will come in and investigate.  We will put a hold on processing this deal any further but the customer needs to contaqct the sheriffs office immediately so we can get an investigation started as soon as possible. 

• Initial Complaint

  Date:01/10/2023

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 1/9/23 I contacted the dealership about a 2022 Sentra. I saw a price online a little below MSRP. When discussing with *****, he stated they won't honor that price because it's due to incentives that one must qualify for. I asked what price could I get it for and he couldn't answer. He finally got a quote to me including a $1700 additional charge. I asked for that to be removed to be able to move forward. He said it's a requirement that all vehicles in ******* must be sold with. I then asked for a manger and spoke to ***** who let me know that was not true. I asked ***** for a price and although higher than what was online still seemed fair. He sent me the out the door price and he also added this $1700 fee plus another $1000 dealer fee. I simply asked for the $1700 to be removed. He would not. I sent an email to ***** letting him that he told me it wasn't required but he won't sell it to me without doesn't seem ethical. He replied the next morning 10/10/23 with a new sales quote, removing the $1700 additional charge AND then changed the price of the vehicle to increase it by $1750. Nothing about this dealership, ********************** seem ethical. Not a professional practice.

  Business Response

  Date: 01/12/2023

  When we advertise prices online we advertise with all applicable incentives to show the lowest price we can offer. Not everyone qualifies for these incentives and we have a disclaimer that explains this. This Sentra was also not in our inventory and it was a vehicle we would have to bring from another store and there was a cost involved in this. The best offer I can make is to sell you a Sentra out of our inventory for MSRP when I have one available.

  Customer Answer

  Date: 01/16/2023

   
  Complaint: 18803774
  
  I am rejecting this response because:  I received a quote below msrp.  They wont honor thier quote.  Also, they told me they dont need to sell with the additional **** charge added but they will only sell it that way.  That is what is unethical.  If they honored thier price shown (which was just a little under msrp, that would be fine.  They then removed the **** charge and increased the price.  Not ethical either. 
  not above board business practice in my opinion. 
  
  Sincerely,
  
  *********************

  Business Response

  Date: 01/19/2023

  The price you saw that was below MSRP included the loyalty incentive that you did not qualify for.  You have to be trading out of a Nissan to qualify for that incentive. I will sell you the car for MSRP and not add the $1700 you are referring to. 

  Customer Answer

  Date: 01/19/2023

   
  Complaint: 18803774
  
  I am rejecting this response because:
  I have a quite sent his email specifically for me with out all the discounts under msrp, not what was on site.  Your manager sent that to me. 
  Sincerely,
  
  *********************

   

   

• Initial Complaint

  Date:12/28/2022

  Type:Sales and Advertising 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 11 23 22 I bought a vehicle from Sutherlin Nissan that was supouse to be a 2023 nissan versa and they did not had it available at the moment and almost 3 weeks latter one of their representatives went to my home and brought me a vehicle thati sign the papersbelieving that it was the 2023 Versa withmy surprise latteron thatI discover that they brought me a 2022 versa.Today 12 28 22Icame to claim that issue and the guy that spoke to me (his name is Nick ) says that they can do nothing about it.

  Business Response

  Date: 01/05/2023

  Wanda I am not sure how this could have happened because you would have had to sign about 20 pieces of paperwork that the year of the vehicle you were purchasing. The 2023 Nissan Versa is not available yet but when we get one we will trade you out of the 2022 that you purchased and get you into a 2023. It should be available in February. They are very hard to get right now.

  Business Response

  Date: 01/05/2023

  Wanda I am not sure how this could have happened because you would have had to sign about 20 pieces of paperwork that the year of the vehicle you were purchasing. The 2023 Nissan Versa is not available yet but when we get one we will trade you out of the 2022 that you purchased and get you into a 2023. It should be available in February. They are very hard to get right now.

  Customer Answer

  Date: 01/06/2023

  (The consumer indicated he/she ACCEPTED the response from the business.)
  I accept the response but the dealer Southerlin Nissan or representative have to assure that the exchange vehicle is the 2023 equal with all the features offered on the other one (Nissan Versa SV )and also the payments and all the guarantees remain the same as well.If is like that this case will be close and hopefully it does not have to be re-open in the future. ***** *******

  Customer Answer

  Date: 01/06/2023

  (The consumer indicated he/she ACCEPTED the response from the business.)
  I accept the response but the dealer Southerlin Nissan or representative have to assure that the exchange vehicle is the 2023 equal with all the features offered on the other one (Nissan Versa SV )and also the payments and all the guarantees remain the same as well.If is like that this case will be close and hopefully it does not have to be re-open in the future. ***** *******

• Initial Complaint

  Date:12/06/2022

  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.

  My brother, **************************** is 82 years old and I am his POA. On 3/18/2022 he purchased a car from Sutherlin **************** (AKA Sutherlin Nissan). His age and physical ability was such that a few weeks after purchasing the vehicle, he went to the DL office to update his address and they immediately suspended his driving privileges due to his condition. When he bought the car they sold him 3 warranties, including a tire care warranty. ***'s health has deteriorated, and he has been confined to a nursing home and deemed incapable to handle his personal affairs. On 11/9/2022 I sold the car back to Sutherlin Automotive for $35,000. I was told that the payout would not be available until they contacted the lien company NMAC (Nissan *********************** and payment with explanation would be forthcoming, *** would be paid directly for cancelled warranties. During the sale, I saw that on 4/8/2022 *** had replaced 2 tires and paid $757.92, which should have been covered by the Road Hazard warranty he purchased less than a month earlier. The service manager said he vividly remembered me and first said it was not covered because it was an off-road issue, but then retracted that comment and said it would have been covered, but *** did not bring the warranty to their attention. My contention was they have an obligation to their customer to check such things, particularly the elderly. Once shown the warranty, reimbursement should have been made, Bottom line, they refused to offer any relief for the amount paid for the tires under warranty. On 12/5/2022 I received 2 checks from NMAC: $5,998.92and $34.13 without any explanation how those figures were derived.

  Business Response

  Date: 12/16/2022

  ****** the check you got was the equity that your father had in his vehicle we purchased and that amount was $5998. You will get another check from the warranty company in about another week for the cancelations on the warranties he purchased. This check does not come from us it will come from the warranty company and it will have the break down included with the check.

  Customer Answer

  Date: 12/16/2022

  (The consumer indicated he/she DID NOT accept the response from the business.)
  1) they totally ignored the complaint of not honoring the warranty for the tires replaced at $757.92.
  
  2) They were correct, that *** received the checks for the cancellation of 3 warranties sold to **** however I discovered a 4th warranty that has not been addressed, which was a CAREFREE PAINT PROTECTION PLAN for $1,195. On 12-11-2022 I sent correspondence to both Sutherlin Nissan and NMAC asking for a refund, and have heard nothing as of this date.
  
  3. ACCEPTABLE RESPONSE: Refund for 2 tires as warranted and payment for the balance of the Paint Protection Plan
  See Attachment/File: Memo.pdf

  Customer Answer

  Date: 12/16/2022

  ***Document Attached***
  
  See Attachment/File: Paint Protection.pdf

  Customer Answer

  Date: 12/20/2022

  (The consumer indicated he/she DID NOT accept the response from the business.)
  Two people told us that we would absolutely get the money back for the tires and then they proceeded to cancel the policy. Once the policy was cancelled they directed me back to the service manager who said he couldn't do anything, the policy was cancelled.
  
  Bottom line, they upsold an 82 year old dottering man every additional warranty they had to offer, then refused to honor it.
  
  If nothing else, my complaint stands because the public needs to know that this dealership will take advantage of elderly clients and when called in refuse to make things right.

  Customer Answer

  Date: 12/20/2022

  further, with regard to the CAREFREE PAINT PROTECTION WARRANTY,
  1) The document continually refers to itself as a warranty in the discretion, not an applied product
  2) Nowhere in the document does it specify that it is nonrefundable
  (copy of document has previously been submitted)

  Business Response

  Date: 12/20/2022

  I can not go back and get a claim paid after the warranty has been cancelled and a full refund has been made. And the paint protection plan is not a cancelable warranty, once the product is applied it can not be canceled.