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:12/19/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  *** *** **** took my vehicle for schedule visit for oil change and maintenance for cvt error message of power loss and loss of power left Nissan with the same error problem returned the same day within 2 hours for the same issue but worse and I was told my vehicle was safe to drive even though I list power while driving it back to Nissan and the messages were just to let me know my transmission was about to go out and I had to work hard to get a rental. I left my vehicle there to be reserviced for the transmission issue . IHeadquarter Nissan had my vehicle for 29 days did not get any information about my vehicle the entire time it was there I reached out to find out about what was going on no return of information. *** * was told my vehicle would be ready and picked it up on *** * . Received information on what was done to the vehicle they did not change my transmission but fixed other things. Left Nissan and returned within a hour with a malfunction error about the CVT and now the car was making a roaring sound. I did not hear any news about my car until *** ** only because I left a Google review did they then call me. I was told my vehicle was fine and another CVT axle was replaced and the car would be ready by the **** . Service manager then called back to say they were placing a transmission in the vehicle because a Nissan representative came in and said to replace it and it would be ready on the ****. I received a message a few minutes later saying they were replacing the transmission because the CVT messaged came back on. I discussed with them how I felt unsafe and no longer trusted their word or the vehicle. He told me I need to bring the rental back and to take it up with Nissan corporation because that was not his area he just works service. I have a 2023 Nissan rogue I should not be having these problems I have had this car for a year and a half. They continuously dismiss my concerns and make it as if it’s just how the car is and I refuse to drive .

  Business Response

  Date: 12/20/2024

  Nissan USA Technical Hotline initially authorized a valve body to repair this transmission under warranty. When it did not correct her concern, Nissan authorized a replacement transmission assembly. The warranty transmission has been installed on ********** and is complete. She is welcome to pick her vehicle up today.    It is completed   Everything is covered under factory warranty.  

  Customer Answer

  Date: 01/07/2025

  Company did replace my transmission but on ***** and informed me it would be ready . I picked it up on ***** with no information about the vehicle they just swapped cars out and did not provide me with any documentation about my vehicle. I was told I would receive an email concerning the vehicle but as of ****** I have not . I can only trust that they said they did what I was told in ******** as far a proof I do not have . I am in fear every time I hear a ding or see a notification in the car . I hope no one else ever has to go through this . Worse companies I’ve dealt with thus far.

• Initial Complaint

  Date:12/17/2024

  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 purchased a new Maxima in ******** ****. Minor scratch and dent repair was included in the contract. I went to the dealership numerous times to have minor scratch es removed. Each time, I was told something different i e, the sales person has to handle that. The repairman comes on a different day, he didn't come today, he left early, he doesn't come when it rains. Finally, I contacted ****** ***** ******** I was told to take it to the service department for evaluation. I was told to bring the car back on a sunny day and they would buff them out. I did and after being at the dealership for over an hour , I was told they couldn't buff them out because they were from an outside source. I have been trying to get the scratches removed for approximately 9 months.

  Business Response

  Date: 12/20/2024

  Ms. ******* does not have "SCRATCH" coverage on her Maxima.  She does have complimentary "PDR"  Paintless Dent Removal coverage on her vehicle.   This covers door dings and dents that can be repaired thru the PDR process.   Any scratches in the paint are her responsibility.   Attached is a copy of the contract. 

   

  We buffed as a goodwill gesture.   Paintwork is her responsibility. 

• Initial Complaint

  Date:11/01/2024

  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 had my vehicle towed to Nissan because it would not start on 10/01/2024. On the 10/08/2024 They stated I needed an engine. After they gave me the price for the engine, they later came back and stated that I could pick up the vehicle, but it still will not stay started without another part that would cost an additional 1700.00. After making a complaint about the extra charges the manager stated that he would take care of that part because it was not quoted before and he will make sure the battery was prorated because my advisor said it would be prorated to 40-60 dollar since it was purchased there. The manager and the advisor on separate occasions said they couldn't really tell what was wrong without putting in an engine. I expressed my concern that I feel like they didn't know what was wrong so they added an engine which didn't fully correct problem. I asked if they could go half on the bill given I feel they tried to take the easy way out by adding an engine and the problem still was not fully corrected. I feel like they just tried to take the easy route for them as me being a woman instead of finding the real reason, which I think was a sensor problem telling the engine what to do, which was the last thing they told me it needed.

  Business Response

  Date: 11/01/2024

  This vehicle was towed in for diagnosis on 10/01/2024. The last 6 previous service visits were with ******* *** ****** * ***** "Customer States That Vehicle Will Not Start". 

  Upon initial diagnosis - DURING INSPECTION FOUND THE VEHICLE WILL TURN OVER BUT NOT IGNITE. AFTER TESTING WE HAVE FUEL PRESSURE AND NO SPARK. LOOKING FURTHER WE SEE THAT THE IGNITION TIMING IS 80 BTDC. THE ENGINE JUMPED TIMING AND WOULD NOT START. VEHICLE HAS 174,110 MILES AND ENGINE REPLACEMENT IS NEEDED. Customer agreed to engine replacement via recorded phone conversation.

  After the engine replacement, had an extended crank condition. It displayed trouble code P0335 in the engine control module. The code would not clear. Crank sensor had 5 volts and was getting good ground, Crankshaft sensor tested bad. Replaced sensor and the code would still not clear, - Vehicle needed a flex plate due to the reluctor failure.  - Advisor advised will help with cost and already discounted bill, there was no way to determine part was needed until the engine was replaced needed. Vehicle now complete, test driven  The total charges are $11,730.31 

  Payment must be made with cash or certified funds (cashiers check) only.

  Customer Answer

  Date: 11/04/2024

  
  Complaint: ********
  
  I am rejecting this response because:
  I understand the miles, but I feel like I was told that I needed a motor without them reviewing any other options, and then was told a sensor was a reason that would keep the engine from knowing what to do meaning that was the issue previously but they couldn’t tell before putting the engine in. It is like someone is experimenting at the cost of a woman and I am asking them to split the cost.
  Sincerely,
  
  ******* ****

  Business Response

  Date: 11/05/2024

  Your engine failed due to the timing belt jumped time and caused internal damage to the engine. The crankshaft sensor and flex plate had nothing to do with your original engine failure. There was no way to determine if these were operating correctly until we solved the original engine problem. Bernadette gave you a substantial discount when this all was explained to you. Bernadette was not authorized to make this concession, but we will honor it.

   

  Your final bill is $11,730.31    Payable with certified funds only (Cash or Cashiers Check)

  If the vehicle is not picked up on or before 11/30/2014, we will file a mechanic's lien to obtain a title.

  Customer Answer

  Date: 11/05/2024

  
  Complaint: ********
  
  I am rejecting this response because:
  I only agreed to the battery replacement if it was under warranty and I was told that I couldn’t get full warranty, but I would pay 40-60 dollars, which I agreed that was the only way. I agreed to engine because I was told that would fix my issue, to then be told I can get the vehicle with new engine, but it still would not stay cranked without 1700.00 more of work. As I was told the vehicle still would not  stay started with the new engine without the other extra repairs and that is why I am requesting to split the bill because I would still have an issue. I still would have a starting issue even with the 10000 engine.  I also was told 100.00 off for military that I do not see or whatever discounts you are saying she gave me. I explained that I was not pleased with my whole experience and the advisor seemed to  not be experienced or lost on what really was going on, which is not her fault. All these other repairs, I didn’t agree to. My final request is to split the bill.
  Sincerely,
  
  ******* ****

• Initial Complaint

  Date:12/14/2023

  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.

  On * Dec Headquarters Nissan ran an unauthorized hard credit inquiry after I fill out the information on there website that clearly states no impact to my credit report or score. My credit report decreased by 10 points. When I contacted them they refused to acknowledge they did this despite there name and address clearly being listed on the credit report. They took no responsibility and offered no assistance.

  Business Response

  Date: 12/19/2023

  The ********* link is on our site, but is not supposed to put a hard inquiry on anyone's file.    The link does not ask for a SS#, it only provides a range in dollars the person may qualify for a vehicle.   The General Manager at Headquarter Nissan has made multiple several unsuccessful attempts to contact Mr. ***** requesting he provide proof that a hard inquiry was place on his ********** report from Headquarter Nissan.   To date, Mr. ***** has not returned our phone call.

• Initial Complaint

  Date:07/14/2023

  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 car to Nissan Headquarters of Columbus on ****2023 for an oil change, a diagnostic because my car was jerking, and to check my steering wheel for a creaking noise. I was told that the diagnostic would be completed by the next day. I called Nissan on ***/2023 for an update on my vehicle, and I was told the service rep was busy and would call me back. I waited a couple of hours with no return call. I then called again, and a female at a desk told me she would check with the service advisor. She then informed me that the service advisor stated my vehicle would be ready on ****/23 or *****2023. After waiting until 7/11/2023 I decided to call again, and a young lady told me that the service advisor was busy and would call me back. I again waited a couple of hours and called back due to no response. I was then transferred to a service advisor who informed me that my car was next in line. I was confused that my car had been there 6 days and had not even been checked. I requested to talk to the supervisor and was told he was in a meeting. I was then informed he would be given a message to call me back. After waiting half the day I called back and requested to speak to the supervisor once again. I was then told he was talking to a customer and would call me back. Again, I did not receive a call back from the supervisor. On ****/2023 I went to the Nissan building and requested to talk to the supervisor, which I was then told he was off this day. I then requested to talk to a manager available, and I provided someone I believed to be the shop manager named Johnathan. He agreed that my car should have not been sitting there that long without being attended to, and made sure my car would be looked at right away. I finally received my car back that day with an update to the engine, but I was told they did not hear noise in my steering wheel. Well as soon as I pulled off the parking lot I heard the creaking noise again. No one even tried to contact me for 7 days.

  Business Response

  Date: 07/19/2023

  I had my service manager - Olaniyi **** - reach out to ***** ****** which he did. We apologized for the poor communication. The customer did appreciate the call and said he would continue doing business here.

  Customer Answer

  Date: 07/22/2023

  
  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:06/26/2023

  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 bought and paid for a new Nissan truck from Headquarters Nissan of Columbus. In about two or three years the paint started to come off. It continued to get worse. 14 April 2023: The Service Advisor (Kelly F***** told me that a paint job was approved for my truck but no loaner car. ** **** ********** ** *********  Letter to Better Business Bureau from Headquarters Nissan States: " We reached out to Nissan, USA and they have agreed to pay for a rental vehicle while the car is in the shop. We are coordinating with Mr. ******* to schedule." ** ***: The Service Manager (Olaniyi G***) Left message. Paint & car approved, He had talked to the body shop manager and wanted to set a date for the paint. ** ***: No call from G**** I went to Nissen Hq. G*** said They were waiting for Nissan to send an authorized code to the body shop so they could get paid. He said they had the code for a loaner car. ** ***: I called and talked to Olaniyi G***. He said the paint job was not approved. Since Headquarters Nissan told me and the Better Business Bureau that the paint job and the loaner car was approved, I expect Headquarters Nissan to keep their word.

  Business Response

  Date: 06/27/2023

  Even though Nissan USA will not approve the rental and paint job, Headquarter Nissan will honor doing it as we told Mr. ******* and the BBB.

  Customer Answer

  Date: 06/28/2023

  
  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:05/09/2023

  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.

  On *****/2023 I took my 2012 ******** **** to Nissan for a service, They asked if I could leave my car because they needed to order a part. I said I would need something to drive because my car is my only means of transportation. They said I could rent a car from their in house rent-a-car. When I called to see if my car was ready I was told it was and I was going to gas the car and return it. Then I got a call saying it was not ready so I continued with my day. At 4:50pm I get a call saying that my car was ready. I was on the opposite side of town. I asked if I were being charged for for a full day, if so I will bring it back tomorrow, The young lady said she will call me back. I got a call back at 5:45pm stating that the service manager said that if i brought it back before 6pm he would not charge the extra day. I left my groceries in the cart on ****** **** and headed to Nissan breaking speed barriers. When I got there I was told that they had to charge for the extra day. I was furious and asked to speak with the service manager, He was very rude and when I tried to explain the situation adding that I would have turned in the car the next day. He said why, it was just going to sit up over night. He got up and asked me to sit in the lobby while he spoke with the advisor. The next thing I hear is we will take off the extra day but you can not use a rental again. I asked for this in writing and was told no. The service manager spoke to me through the advisor going back and forth and he refused to speak with me again, I'm not sure why I was being treated this way as I was not loud or disruptive. It was close to 8pm when i was checked out.When I got my car, it was filthy, oily handprints on the roof, the glove box was hanging and oily handprints on the seat, I did not authorize them to replace a battery in my key fob for $99. I called 4x to speak with the owner/general manager to voice my complaint and was told that Saul would call me back never heard from anyone,

  Business Response

  Date: 05/11/2023

  We spoke with Ms. ***** today and explained that the service manager and service writer who was rude to her is no longer with our company.  She is coming in today to have her glove box looked at and we've offered her a complimentary car wash and vacuum and she has accepted this gesture.

• Initial Complaint

  Date:03/31/2023

  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 truck to Headquarters Nissan on ****/23 because my check engine light was on. They sent me a text stating that the vehicle was running lean and stated that the Intake gasket was removed. They said they would perform a more thorough check once they replaced the gasket. After performing the check, they stated they found another issue and sent me a text to approve the work. I approved it. They had the truck for almost a month because the part was on backorder. I had to rent a car from them. I spent $810 on the rental car and approximately $1000 for the repair. I picked up my truck. Within the next two weeks, the check engine light came on again. I took it back and waited a couple of days before checking with them. I had to rent a car again. I called and left a message, but no one called back. As a result, I went to the dealership. My advisor went to get the tech to explain what was going on. The technician told me that they repaired the wrong part and explained how it happened. I told him that I paid for a rental for almost a month waiting for them just to find out they had fixed the incorrect part. I had a witness with me. My advisor witnessed him tell me the truth as well. I had to wait to speak with the manager. The manager came in and tried to change the narrative. He wasn't honest like the technician. My point is that you cannot tell a customer we made a mistake and then try to change the story. The manager told me I would have to pay $1100 for the repair this time. He told me he would waive some fees for me (red flag). That's not including what I owe for the rental. I couldn't believe it. I feel like I should not have to pay them anything. I want them to make this right.

  Business Response

  Date: 04/05/2023

  We have communicated with Mr. ***** and come to a mutually accepted solution.

  Customer Answer

  Date: 04/10/2023

  
  Complaint: ********
  
  I am rejecting this response because: I gave them an opportunity to correct a huge mistake. I could have taken legal action from the start. I understand that we all make mistakes. That's why I wanted to be fair and see if they would handle the situation properly. There was never a mutual agreement. They made a decision and expected me to be foolish enough to settle for being mistreated. They cannot say that I gave them a fair chance. I will never return to them for service and will spread the word about how they treat their customers. While I was waiting to pick up my vehicle, I spoke with several disgruntled customers. This is the epitome of bad business.
  
  Sincerely,
  
  ******* *****

  Customer Answer

  Date: 04/14/2023

  A highly-qualified Headquarters Nissan Technician informed me that they repaired the wrong part on my vehicle. This was done in front of my witness. I spent almost $2000 for this mistake. Their response was to fix a part that was $350. They would cover the price of that part. I appreciate them doing that; however, that does not come close to being a fair trade. In fact, the part they said they would cover wasn't on the diagnostic report as a part that needed fixing. That was suspicious to me. Also, I had a diagnostic report done the first time, and it said my brake line fluids were fine ( it was green). When I had to brought it back within the next 2 weeks, it was red and needed attention immediately. I could go on and on, but I will sum everything up. That happened with the most recent visit. Although It doesn't seem right, I am willing to forgive them for that mistake. I want compensation for the first visit when they fixed the wrong part. This is the only fair solution. If they want to deduct $350 for the part they allegedly fixed, that's fine. Finally, I have all my paperwork. I didn't attach it because I know they have copies as well. However, if my documentation is needed, let me know. I will provide everything I have.

  Business Response

  Date: 05/16/2023

  We have been in contact with Mr. ***** and have come to another agreement with him that he is satisfied with.

  Customer Answer

  Date: 05/20/2023

  
  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:10/05/2022

  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 them for repair of the AC and they have delayed these repairs. They need a new battery for it. It is still under warranty.

  Business Response

  Date: 11/09/2022

  Business Response /* (1000, 8, 2022/10/21) */ The HQN service manager spoke with Mr. ******** on Monday. It was confirmed that the SOP arrive. Both the battery and AC compressor are under warranty and should have been repaired by *** on Thursday, ******* *** 2022. Consumer Response Resolved