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:11/19/2024

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  on February 1, 2023 i returned a jeep cherokee that i purchased the previous day to dealership due to mechanical issues and provided a $6000 down payment for a 2020 ******, which i took home pending financing approval. The ****** had a recall, and the dealership later rescinded the transaction due to issues with my proof of income. They later claimed financing was secured without proof of income after finding out vehichle was involved in crash and requested i come in and sign new paperwork, which i declined. I returned the ******, but the dealership kept my $6000 down payment and also received an $18,677 insurance payout from my insurance company. They claim that Nissan was lendor dispite denial letter I received. First reason for denial was excessive finance amount relative to collateral value. Another was number of inquiries was too high. They asked over 18 credit lendors for approval, were still pursuing to get credit after vehicle was back in their possession. This was detrimental to my credit. At no time were any papers signed by me for ******. But did sign on a digital board for **** the previous day. They increased the value of the Altima and are claiming my insurance payoff was'nt sufficient .

  Business Response

  Date: 12/09/2024

  The customer purchased a vehicle from our dealership and was informed she needed to provide proof of insurance to finalize the deal. Over the next few weeks the customer avoided communication and could not provide valid proof of income. We then received a call from a collision center. The customer had totalled the vehicle and wanted to return it to the dealership and get a refund of her down payment. The customer continued to avoid communication as we worked with insurance on the claim. The down payment was not refunded as it was put towards the total loss of the vehicle. Picture included. 

  Customer Answer

  Date: 12/10/2024

   
  Complaint: 22574700
  
  I am rejecting this response because:
  :
  
  
  The dealerships response contains several inaccuracies that I would like to address:
  
  
  1.Lack of Finalized Purchase Agreement: I did not complete the purchase of the vehicle. While I provided proof of insurance to take the ****** home, the transaction was contingent upon financing approval. The dealership later rescinded the deal, citing insufficient proof of income, as demonstrated by their own loan denial letter.
  2.Financing Misrepresentation: The dealership attempted to claim financing was secured after the accident and pressured me to sign new paperwork. I declined because I did not agree to their new terms. This clearly indicates the sale was not finalized before the accident.
  *********** Payment: ******************** paid the dealership $18,766 for the total loss of the vehicle. This payment more than covers the vehicles value, and my $6,000 down payment should be refunded since the transaction was incomplete. Keeping both the insurance payout and the down payment constitutes double recovery.
  4.Avoiding Communication: The claim that I avoided communication is false. I returned the ****** via towing and provided all necessary information for my insurance to process the claim. I also repeatedly requested the return of my down payment, which has not been addressed.
  ******** Recall on the Altima: The vehicle in question had a safety recall, which further complicates the dealerships responsibility in this matter and raises concerns about their transparency.
  
  
  I am prepared to pursue legal action to recover my losses, seek compensation for damage to my credit, and explore violations of Floridas consumer protection law's
  Sincerely,
  
  ******** Press

• Initial Complaint

  Date:08/28/2024

  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.

  Requested a cancellation of 3 warranties / service contracts on 07/07/2024, that I did not want at initial purchase on 07/06/2024. I received a confirmation email that I would be refunded on 07/07/2024. I received an email from someone else employed at the facility that 2 of the refunds were being processed on 08/07. I still need the third refund which is for the largest amount.

  Business Response

  Date: 09/12/2024

  All requested products have been canceled. Please be aware cancellations can *********** to 8 weeks to process and refunds will be sent to the designated location. If you have any further questions please contact the dealership directly at ************ so we can assist you. 

  Customer Answer

  Date: 09/13/2024

   
  Complaint: 22212279
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:07/08/2024

  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 July 6 2024 I presented to the dealership to purchase a 2024 frontier it's was listed at ********. Agreed to finance ********. Was told sale agreement and documents were on a flash drive. Get home to go over the documents to verify information discussed only to find out the flash drive was empty. Looked for an account number to verify finance information only to find a an auto payment paper stating the amount financed was ********. That well over ******** discrepancy. And there is no account number listed.

  Business Response

  Date: 07/30/2024

  The customer has been in recently to discuss and all concerns have been resolved. If there is any way we can be of further assistance, please contact the dealership at ************. 

• Initial Complaint

  Date:06/25/2024

  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 was in a car accident and my car was totaled so obviously I needed a new car, I looked online at Nissan.com and found a 2020 rougue listed at ****** when I went to the dealership they tried to sell me the vehicle for 23k I disagreed and they eventually agreed to the price of 18k and when they took me in the back to sign that's what I was signing for, I couldn't see anything it was a desk where only I could see a signature and I asked to see the numbers and he said he couldn't show them yet because the banks were closed and would get them to me tomorrow we told him we didn't want to take the car unless we saw what we were agreeing to and he said take the car for now until everything is decided I called the next day and nothing I showed up and nothing, I was given the run around for three weeks they illegally ran my credit with several banks causing my score to go down. I was confused at what was happening and kept getting letters of denial and until I started to get very sick like something bad had happened so I went down to the dealership trying to return the car and that's when they finally gave me the financial documents and I found out they baited and switched the pricing and charged us lots of fees we were never told about.

  Business Response

  Date: 07/30/2024

  The customer came in to the dealership so we could discuss their concerns and review the documents they signed. As their primary concern was the total price paid for the vehicle we agreed to assist them and they resigned a new contract. 

  We are still waiting to hear back from the customer on scheduling a detail for the vehicle. 

• Initial Complaint

  Date:04/08/2024

  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.

  On 3/22/24 I reached out to the salesman ***** to inquire why my monthly payment is reflecting a higher payment amount than agreed upon at the time of purchase (3/9/24). The salesman explained that this is the total with tax which if I was advised of this I would have never purchased the vehicle. Later that day, ******** contacted me explaining I was correct and Nissan will fix the problem. My payment is due 4/9/24 (in 2 BUSINESS DAYS) and my payment is still showing incorrect. I refuse to pay a higher total than what I am supposed to pay- regardless if I will be credited or not. I still have not received any notification of this issue being fixed. This is 1 of several issues I've had. This is the 2nd chance I give Nissan- filed other complaint with BBB in the past and my issue was handled immediately. Love nissan vehicles, am NOT satisfied with Nissan customer service.

  Business Response

  Date: 05/07/2024

  The customer contacted the dealership with concerns regarding the payment on the vehicle she had recently purchased. There was a clerical error and after some research we refunded the disputed amount to the lease holder Nissan Motor Acceptance. It was explained to the customer that we would have to refund the Lease Holder and not her directly. The payment did not change because the amount was refunded to the term of the lease so she will have less payments overall at the same payment amount. We apologize for any inconvenience this has caused and if the customer has any further questions she is more than welcome to call the dealership at ************.

• Initial Complaint

  Date:03/08/2024

  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 bought a black nissan altima sr. I only saw the the car in pictures because they did not have the car in the lot when i went on tuesday. They called me thursday and said we have it in and were negotiating on the phone and said we will give you this deal only for today. Since i was trying to get out of my infiniti because it was gas consuming i felt pressured into getting the black car even though i told them i wanted a *************** . When i asked about the *************** they did not want to talk about it and persisted on the black sr . Since i get out of work late a wanted to go on saturday when im more relaxed to see the cars in the day to make the right choice i felt pressured by them since they said this good deal is only for today on the black one. When i got their i was rushed to sign the papers and could not even see the car .I tried to go outside to see the car but was called inside to speak to insurance. When i tried to go outside to look at the car and decide if i really wanted it i was called into finance. I had no time to think or see or test drive the car. The salesman was in a rush and had to go home so i told him that it was ok and i will come back saturday so he can show me how to use the the screen and features, and he said ok and was going to fill my tank on saturday. In the mornining i saw the car all green with dust and pollen an new i should of not got black but at night it looked nice. The cars interior also makes a vibrating noise and shake when you go on bumps. I bought a new car, but this car sound old with all the noise it makes. The seats are uncomfortable and since i have a bad back its not good for me. I thought both modles ride the same but they dont. When i called they said the salesman is not there. When i went they said salesman not here. I spoke to the manger sabastien and he did not want to help me exchange car. Then he said he will call the bank and keep me updated and 3 days went by and no call. Can you please help me exchange the car.

  Business Response

  Date: 05/07/2024

  Our dealership worked with the customer for over a month to assist him with the purchase of his vehicle. ************ test drove multiple vehicles all the same model and it was determined that the vehicle he purchased would be the best match based on the information he provided. After the purchase, when ************ brought his concerns about the vehicle sounds to our attention we asked him to bring the vehicle back in. The initial noise was determined to be the customers garage door opener that was clipped to his visor that rattled when going over bumps and rough roads. The customer brought his vehicle in to another Nissan dealership for the same noise concerns and both visits they stated the vehicle is "operating as designed". 

• Initial Complaint

  Date:03/07/2024

  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.

  issue started 3 weeks ago and I gave the dealership a chance to rectify the issue without me escalating it further. follow up didnt happen as promised. My warranty on my contract that I signed has a different date than the date they entered behind the scene with the 3rd party warranty provider. They argued that even though the gentlemen who presented the extended warranty told me 7 years that in actually it was only good for 3 yrs. I explained several times thats not how it was explained and that the guy never mentioned anything about a "in service date". The contract I signed has the date i purchased the vehicle as the in service date which would entitle me to 7 years of coverage based on the "in service date" they so desparately wanted to use in their defense. Tell me why ive only had the car 2 yrs and the warrant expired 01/2024? Tell me why they went in the system and pushed it to 01/2025 cause they knew something was wrong on their end? Tell me why I was told that basically used cars only come with 3 years anyway so basically i should be happy. Tell me why i was told they could cancel the warranty but only reimburse me the prorated *** up to year 2025 instead of til 2029 which is 7 years from when i made my purchase. If we stood infront of a judge or even got on the news they wouldve already fixed this issue. BUT because i decided to give them an opportunity to correct it at dealership level im stuck playing the follow up guy as if I collect a check from them as an employee. I am so disappointed in the entire Nissan Brand at this time because those employees are a reflection of the company and they failed to right their wrong. I just wonder how many other consumers have been jipped on their warranty they paid for. I will escalate this through all necessary channels until I am given what I was sold during my purchase that again is in my contract. My issue will not be swept under the rug. Time to bring it to the light starting here.

  Business Response

  Date: 03/27/2024

  Thank you for your patience on this issue as we work to resolve it for you. I believe our Finance team has reached out to you with a resolution. If this is not the case please contact our dealership at ************.

  Customer Answer

  Date: 03/27/2024

   
  Complaint: 21395956
  
  I am rejecting this response because:
  They have not reached out to me. I called for an update. She emailed me a page that basically has nothing on it. I requested a document that outlines the warranty coverage from Nissan thats supposed to replace my current. I requested the coverage be equal to or better than my current coverage since the error was on Nissans fault.  Havent got a response. At this point i would **** the owner to be well informed on my issue and how its being handled. 
  Sincerely,
  
  *************************

  Business Response

  Date: 05/01/2024

  The customer spoke with a Sales Manager and our Finance Director earlier this week and all concerns have been resolved. A new warranty was issued. 

• Initial Complaint

  Date:12/11/2023

  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 am writing this about my 2022 Nissan Rogue, which was purchased in 2022 at Wesley Chapel Nissan. I’ve owned 5 Nissans over 10 yrs. 2 of my prior Nissans had well over 100000 miles on them. I’ve had all my prior service done at the dealership, including oil changes, brakes, tires, etc. I’ve never had any issues with any of my cars, and I’ve been very happy with them. I recently found paint chips in my 2022 Nissan Rogue. The paint chips are on both sides and the front. I was told by Nissan to get a quote from their auto shop and they’d fix the chips. The quote was for $1250. After getting the quote and submitting it to Nissan, I was unable to get the paint fixed, as it was Thanksgiving. Afterwards, I was informed by Nissan (without them even seeing the car) that the paint chips were due to outside causes, and they won’t repair it. They said rocks hit the car and caused the paint chips. This car is a 1 ½ yrs old and has only 16000 miles. It’s stored in the garage 95% of the time, as I work remotely. This car only goes to the supermarket, and family. This is my least driven car of the last 10 yrs. I don’t know how a car that’s barely driven and stored in a garage can get rock chips on 3 different sides. None of my other cars which were driven more and were kept outside had these issues. After doing research I’ve found the attached similar issues including several class-action suits. Please see attached document for examples of similar issues. What’s more believable? Someone owning Nissan cars for over 10 yrs with no prior issues of paint chips occurring would suddenly get 3 paint chips within 1 ½ yrs on 3 distinct sides of their least driven car. Or, that a company, with multiple known issues of paint chipping and fading did yet another shoddy paint job. I’m very upset with Nissan and believe that they don’t value loyalty anymore, and I want them to repair this issue. I’ve spent thousands of dollars in the past on Nissan products and I feel this is an insult.

• Initial Complaint

  Date:03/28/2023

  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.

  Everything was ok till this last year. So I brought my truck in for some warranty related things I scheduled and appointment told them Ill need a rental my wife does not drive and I have kids and I told them that. Well when I get there I tell them all the issues Im having and they were ok. I said I need rental. And they said they dont have any. After I had an appointment and said this up front. Well they drive me to enterprise about 20 min away and leave me there while my wife and kids were in my truck at the dealer still. Well enterprise informed me they didnt pay and I had to pay out of pocket. Well I called the dealer and they come back almost *************************************** the truck with my wife waiting. I get back there magically they have SEVERAL rentals and gave me one. Great ok. So then all my warranty work turned into them trying to void me for (my amp power wire thats not connected) tried saying it interferes with my transmission etc. tried to charge me out of pocket. Over 10 grand! I argued that and they replaced it. But absolutely refused to fix my radio which I have had in there prior and I do have paper work for this issue. Well apparently my disconnected amp wire was the cause of everything which isnt plausible.Well when I took it to my oil change shop. They couldnt get my skid plates off and showed me they were completely stripped out. (They have to remove them to do my oil change) they were not able. So I go back to the dealer and they flat out told me its their fault when they hadnt even touched it. . Probably because of the last arguing over my warranty They removed it to pull my transmission ( the dealer did) and refused to fix it. (*************************) basically smiled at me and said to leave. And I yelled at the guy. Refused to get me his manager and they all kind of teamed up and informed me Im not welcome back. But all my packages I payed for here now I cant use anywhere and Im being denyied service. No response from them

  Business Response

  Date: 03/28/2023

  This vehicle had obvious aftermarket work done to it and we were unable to apply warranty to the needed repair. The customer was very belligerent when we attempted to discuss needed repairs and on multiple occasions used profanity and threatened our staff. The vehicle warranty can be used at any dealership. 

  Customer Answer

  Date: 03/29/2023

   
  Complaint: 19863414
  
  I am rejecting this response because: no I didnt threaten anyone. Id be more than happy to see the video of that. Yeah I did use profanity though. And this is NOT about my warranty. Its about your mechanics destroying my skid plate bolt under neith. A power wire NOT connected to something does NOT void my warranty. I accepted the radio thing. But you also tried to blame it for my transmission problems. Nah. 5thats why I was mad the first time. Impossible. Prove it! I went in here politely I was respectful until the manager ************************* decided to politely tell me to F off with a smile. Who wouldnt get mad? You guys destroyed my skid plate bolt under The transmission. Its the fact I went in  here and had my kids sitting in my truck after you guys left me at enterprise for a whole hour after I had made an appointment and explained my situation. cause I thought the rental was payed for there. But you cant even acknowledge that. All you wanna do is talk about the idiotic reasons for voiding the warranty that made absolutely 0 since. As I said. I accepted the rejection of my radio claim. Whatever. But my fact with that was. I HAD IT IN THERE RIGHT AFTER I BOUGHT IT FOR THE *** PROBLEM. Before any of the aftermarket stuff. And you can probably find that in my documentation I absolutely still have every piece of paper from here from every service Ive done. Why would I just react the way I did though about some skid plate bolts. YOU CANNOT REMOVE THE TRANSMISSION WITHOUT PULLING THE **** PLATE. Do you pull the whole cab off the truck than? thats why I reacted the way I did. Because you treated me like garbage here and theres absolutely no excuse for that. You guys did that. Its been no were else for service since my transmission so explain that? Oil change place couldnt even do my oil change. But they did that? And I also tried to show a pin out and wiring diagram to the mechanic and manager but was flat out told nah not going to happen. Even though Im an electrician by trade but you didnt wanna learn nothing from me. You think everyone is ignorant here and your wrong for it. 

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

• Initial Complaint

  Date:01/02/2023

  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.

  Wesley chapel Nissan LIED to me and told me I needed to do an inspection in order to buy out my lease. Once they did the inspection no surprise they found things to fail the inspection and then told me I needed to do the repairs to pass my inspection in order to buy out my lease. They almost didnt let me leave without doing the repairs. I didn't do the repairs but they had me pay for the inspection. Later I find out that the inspection is not needed to buy out a lease. This dealership is not trustworthy. This was on 09/10/2022 and they charged me $185.76 for the inspection. Invoice number NICS123660 . ADVISOR NAME is *********************** *****. Vehicle is 2019 Nissan Murano.

  Business Response

  Date: 01/16/2023

  It is our strict policy at Wesley Chapel Nissan that all lease buy out vehicles go through inspection simply for dealership liability. Technically we are selling the unit so technically we are responsible for it being safe. Each client has two options. If they choose to certify the vehicle it must pass Nissans CPO standards and all recommendations must be completed or we *********** not sell the vehicle certified. We will sell the vehicle AS IS if it passes a safety inspection through our facility. During this inspection it is our safety standards not the clients that must be met.
  
  The items in question:
  
  Rear brake pads are at 4mm or 35% remaining, this is below minimum for CPO, strongly recommend due to stopping distance being compromised but safe for sale on an AS IS unit.
  Front tire is also at 35% of tread remaining, this is below minimum for CPO and this is where we strongly recommend replacement especially in ******* due to rain, but ok to sell after disclosing it to client on an AS IS unit.
  

  If you have any further questions please contact me at ************

  Thank you,

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

  Owner Loyalty Manager

  Wesley Chapel Nissan

   

  
  

  Customer Answer

  Date: 01/16/2023

   
  Complaint: 18668626
  
  I am rejecting this response because the vehicle is not being sold by dealership Nissan of Wesley Chapel.  The vehicle is being sold my Nissan motor acceptance where the lease is from.  No inspection is needed to buy out a lease vehicle from Nissan motor acceptance. The issue is that I was lied to and told I needed a inspection when its not true. All thats needed to buy out a vehicle is to pay Nissan motor acceptance for the vehicle. As a dealership I should have been told to contact motor acceptance to pay them for buy out. Instead I was told I needed to pay for an inspection. Dealership Nissan of Wesley chapel has nothing  to do with the buy out in any way. I am requesting a refund due to the false/ wrong information. 
  
  Sincerely,
  
  ***********************