ComplaintsforButler Nissan of Macon

• Initial Complaint

  03/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  November 9, 2024, I came in to Butler Nissan to look around for a car to get me and my ******** son to and from his appointments. The same day that i bought the car while driving away from the lot my rear-end passenger tire was shaking (I have a video) I took the car back to the dealership the same day and the rim was bent. They assured me everything was fixed. I brought the car back within the same week the key was giving me problems and they needed to replace the battery in the key. They replaced it shortly after the key went out again. I took it back and they said it was the battery again so they replaced that again. After the replacement with the back rotor. The front rotor on the passenger side started shaking and giving me problems so again I took the car back to the lot again. I was told that something was stripped under the car and they had to order the part but they would change the rotors out on the car again. (I'm guessing) they did the repair using the stripped part and didn't use a new part. I took the car back to the repair shop again because after fixing it with the stripped part it caused the car the shake. A car technician drove the car and did a video saying my nothing was wrong with my vehicle and no shaking Friday. The same day after leaving the repair shop my car tire rod in broke in the middle of ********* ave. I was unable to move the car to safety as I waited for a tow someone came and rear-ended me. I'm trying to find a way that we can fix this problem and would like to resolve the issue as soon as possible. I really feel like this car was not carefully checked before it left the lot and have many recalls and problems that have not been addressed going on with it and this can be a hazard for me and my child. I also feel this careless and it could have cost my life and my child's life just to make a sale.

  Business response

  03/18/2024

  Dear Better Business Bureau,
  Thank you for your inquiry.  We have reviewed our file on ***. ****** and her purchase of a 20** *** ******** from our dealership.  I have also spoken with our employees who are familiar with ***. ****** and this vehicle.  ***. ****** did indeed purchase a 20** *** ******* from us on November 9th, 2023.  Prior to selling her this vehicle, we did a full inspection of the vehicle and addressed all normal maintenance items.  This vehicle was sold to her "AS IS" With No Warranty
  After driving away from the dealership, ***. ****** returned and stated she noticed a mild shaking in the steering wheel. Upon inspection we discovered a wheel on the passenger front that had been bent. Despite the fact there was no warranty on the vehicle and despite the fact that our pre-sale inspection did not reveal a damaged wheel because she had just purchased the vehicle, in an effort to show goodwill towards her, we ordered and replaced the bent wheel at no charge to her.  
  We had to order a part, so this replacement process took several days to complete.  In the meantime, we moved the bent wheel to the rear of the vehicle to minimize any steering wheel vibration. At no point was this a safety hazard and is common practice. Once the part came in, we replaced the bent wheel.  
  After the replacement of this wheel, the next documented service visit by ***. ****** was **** miles and 2 1/2 months later for an oil change.  Our records reflect this oil change was completed without mention of additional problems or items needing attention. 
  Our next and final documented interaction with ***. ****** came when her vehicle was towed into the shop after an additional *** miles.  The vehicle was towed in with a broken tie-rod end. This was the first we ever heard of or saw any issues with her tie rod.  Prior to this tow in none of our repair history indicate we performed any service on the tie-rod end leading to its failure, nor was there any complaints to us suggesting there might be a problem with her tie rod end.
  As far as her claim about needing key battery replacement, that is not something we normally document, but rather often times we keep those batteries on hand and replace as needed for our customers.  
  We are sorry ***. ****** is unhappy and sorry she has had issues with the vehicle she purchased but we were not responsible for the issues she has had with this vehicle.  We took good care of her as a customer and went above and beyond what was required of us and tried to treat her fairly and take care of her issues.

  Customer response

  04/08/2024

  I disagree about not knowing anything was wrong with they tie rode end. I brought the car in that Friday for tire problems. That's when someone test drove my car and sent me the video saying nothing was wrong with the car or tires. I feel like this could have been avoided if the car was really inspected they would have saw that it was the tie rode end. I'm going to seek further actions since we can't come to any agreements.

• Initial Complaint

  02/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Attention Mr Krieg M**** Service Manager. My car came in on October *** 2023 because it would shut off ..They diagnosed it with having a Faulty Ipdm System . I got a call saying ready for pick up, then called back saying warning lights came on .So now their reaching for another issue saying Transmission issues etc etc they have to consult with a team of higher Specialist from Nissan quarters for 2wks trying now to figure this out great indication the're NOT knowledgeable on ******** Suv luxury cars ,so I asked the girl do yall work on ******** much um no it's a higher luxury car ?? so I told her I wish all would have never touched this one . I spoke with Krieg myself expressing my concerns because I just paid $3,137 and after 3weeks 4-days my car was left unexceptable showed him pics he said he couldn't believe his Master tech left car in such a manner. SO now I can't trust you guys so I asked where is the old board mechanic can't find it ??..had it towed to ******** of ***** before I arrived Mr M**** was on the phone with ******** dealership trying to ask.them to work with him on this Sad... don't know full conversation but I do know one was had .. My car doesn't start and if I let ******** fix it as needed the Electrical also has to be done to get transmission to recognize. Ipdm system that they didn't correctly do.. I'm asking for half of my money in a check refunded to me ..I have pics of my car the work and shape it was in .I was told car was driveable until I got there not so . ******** dealership diagnosed as the cause transmission oil cooler caused fluid leak and they have to do a transmission plus flush / electrical had Nissan repaired off there diagnostic issue car still wouldn't be running properly because the Never addressed what was causing issue why transmission was going bad .. I need this resolved as my car sit at dealership.. I'm asking for Half of what I paid the least yall can do.

  Business response

  02/05/2024

  Vehicle was initially brought in and could not be turned off at all. Initial diagnosis was a faulty IPDM that was not communicating with the vehicle therefore the diagnosis steps start with replacing the faulty IPDM. Upon replacement further diagnosis showed a transmission cooler leak that has mixed with radiator fluid causing internal damage to transmission. This problem could not be found until the IPDM was replaced and further diagnosis was possible. There is no basis for refund as the parts and labor were completed as described in the repair order. These could be pre-existing conditions from the seller as the vehicle has a temporary drive-out tag and the selling dealer refused to cover these needed repairs.

  Kind Regards,

  Jay D**** 

  General Manager

• Initial Complaint

  01/23/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a 2020 Certified ***** ******* from a local dealership on* ****** **, 2022 with 63,000 miles. Two months later, ******** **, 2022 the transmission fails with only 68,000 miles on it. I drove it only 5,000 miles. I contacted Butler Nissan and since I didn’t purchase the $70 extended warranty, which wasn’t really offered to me from the get go, I had to ask if one was offered but now they won’t help me. After a couple of reviews I have written on ******, I have proof they said they cover repairs up to 10,000 miles but they won’t contact me after calling them. Be aware of buying any used car from this company without adding a $70 warranty. I am very disappointed in my purchase. The transmission for this ******* cost $5300 which is ridiculous because it was less than 90 days since date of purchase.

  Business response

  01/23/2023

  Mr. ***,

  We have spoken and replied to your numerous and repetitive ****** reviews. The statement you attached was based on the information you provided, without us seeing the actual mileage, that you had only had the car a couple of months and driven about 10,000 miles. At this point we haven't seen the odometer, so I don't know how many miles have been driven. Neither point is relevant, when a pre-owned vehicle is purchased the only warranty coverage available is either remaining factory coverage or coverage you purchase in addition to that. The reason the warranty was not offered as included in financing is because of the lender restraints surrounding your purchase. The vehicle was never presented as "Certified" due to the fact that only the manufacturer of that brand can sell used vehicles with that coverage, meaning it would have to be purchased from a ************** dealer at a higher price. While I agree that it is an unfortunate situation, we cannot be responsible for mechanical failure over a month after purchase. We would be willing to perform the job at a reduced price if the parts are available but will not be able to cover the repairs at no cost to you.

  Regards,

  Jay D****

  General Manager

• Initial Complaint

  01/09/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought a car from this dealership a 2016 ******* ****** fourteen months ago. It was sold to me with a Bad Engine. I had no idea . During that time I took the car back several times for burning oil etc. The dealership repaired the car but it kept messing up. The salesperson JT assured me that I had a good car. That He was looking out for me. I purchased a car that was unsafe and a dishonest salesman. My Son and I was almost killed because the car just started shaking so bad we could hardly get over but God. Since buying the car I had to take it back to be repaired multiple times. At no point did the service department tell me that the engine was bad. My last visit to Butler Nissan the lady on the service team told me that it was something wrong with the engine told me it's nothing they could do I need to take it to ******* I took it to ******* and was told that the engine is gone. I was taking it back to Butler Nissan every other month to get an oil change because the engine was gone. Today I spoke to Jay the general manager and he was Rude, Mean, Uncaring, and downright just Nasty told me with a Nasty tone ma'am you bought the car 14 month ago he wasn't fixing the car. He didn't care that I bought the car with a bad Engine and doing those 14 months bought the car back countless times. I had oil changes every other month the oil was just gone because the engine was gone. NEVER Buy a Car From This Car Lot. At least he could have said ma'am I see you been having problems since you bought the car what can I do to make this right.. But he Jay the General manager was heartless. I hope no one treats him or his family like this. I bought a lemon car that needs a new engine very heartbroken and I am stuck with this car that needs a $7,000 engine so hurt and sad. What to do? can't drive it can't trade it in with a bad engine I still owe almost 12,000 on it.

  Business response

  01/10/2023

  To whom it may concern: Mrs. ***** purchased a pre-owned vehicle, with 125,000 miles on it, over 14 months ago and has driven the car over 10,000 miles since then. Before any vehicle is sold it is inspected and necessary repairs are made. While I agree that the situation is unfortunate, the dealership can't cover repairs that are needed on cars, for an unlimited amount of time, on vehicles that have no warranty. 

  Kind regards,

  Jay D****

  General Manager

  Customer response

  01/11/2023

  
  Complaint: ********  
  I am rejecting this response because: When I purchase the vehicle it had a bad engine and I took the car back countless times and the dealership knew something was wrong with the car then because they continue to try and fix it but the parts they put on the car would only work for a few months because the engine was bad example they put new sparks plugs on the car but the engine ate through them because the engine was bad when they sold me the car.  When I took the car back every other month to the dealership because the oil would not stay in the car no one at the dealership told me ma'am cars don't need oil changes this often they just continue to give me oil changes until this one lady in there service department finally said ma'am you keep bringing this car back you need to take it to ******* because it has a bad engine.  Yes I have had the car for 14 months and doing that time I have taken the car back and **** ** *** ******** as I told JT the salesman and couldn't keep bringing it back every other month.  I am disabled and saved my money to get this car I worked very hard.  I moved from ******* to start a new life in ***** *** I got a job in order to get a car.  The lady in HR told me about JT the salesman and said he would take care of me.  I trusted him and believe that this would work out. When I first started having problems I took the car back.  They fixed but it kept messing up. I took it back and it was the same thing over and over until now they don't want to fix it. The General Manager don't want to take responsibility for a car they sold me with a bad engine.  If they don't fix it I am stuck with a car they sold me with a bad engine that cost over $7,000.  This car dealership is wrong because JT and the rest of the team know for a fact that this car had a bad engine or something was wrong with it.  Every time I took the car back I would tell them it is something wrong with it but they just kept patching it up until now it can't be patched up anymore. I have prayed about this situation and decided to do a ** *** **** *** **** *** to help me because it is nothing else I can do.  I don't have the money to get the car repaired. I can't make the dealership do right by me.  I am distraught because I worked so hard to repair my credit and now it looks like it was all that was for nothing.  The only thing I can see in the natural is taking the car back and have that on my credit and my credit will be ruin.  The only thing I can do is seek God for help.  Thank You BBB and I will let God work this out for me.  I will trust him because this General Manager won't do right by me.  
  
  Sincerely,
  
  ******* *****

  Business response

  01/11/2023

  No further response is necessary. 

• Initial Complaint

  09/09/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I went in and spoke with the finance manager on May ** gave paperwork to submit to refund money for gap insurance and platinum package. He advised that he would submit the following Monday and to expect 8-10 weeks for refund. July ** no refund. I send an email & leave a voicemail, to the same individual to check status, it goes unanswered. I give it another few weeks. End of July I call the company that handles the policies. She informed me that it was just filed July **** It should be to me by August *** I visit the store on the following weekend to be told that the person responsible for the check does not work weekends. I get a call a Monday that states to pick up the check Friday after work. I get to the dealership and it's the wrong amount. It's refunded for the gap.( the individual I spoke with gave me the amount of the refund.) I am told that I will get a phone call Monday.......nothing. I call Tuesday- he's off; I call today and leave a message, not returned. This should have been handled back in June and we are back to same issue. I've been patient enough.

  Business response

  10/17/2022

  Business Response /* (1000, 12, 2022/10/04) */ Client submitted the wrong paperwork in May. When she brought it to our attention, we assisted in completing the correct cancellation form and as of ********* she has been refunded for both policies. Total refunded to customer is $2453.49

*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. ↩