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:03/18/2024

  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.

  After completing the payment on the car, we were sent a lien release from *****, which is from the Nissan ***************** Company. I needed to go to the ******** *** to obtain a Certificate of Title. But the *** would not accept the lien release because it was from out of state. They suggested that I go back to the local Nissan dealer and get a notarized application to obtain a satisfaction of lien. This process was very time consuming, and the local dealer charged me a fee of $51.00 to have my application notarized from the local King ****** dealer. Also, the *** is going to charge me a $10 fee to issue a copy of certificate. I am filing a formal complaint because I have already paid off my vehicle in 2022 and I am entitled to my ceritificate free of charge. And that Nissan ****************, or the dealer, is liable to provide me my copy of the certificate of title which they failed to do. And now I am running around to get it myself,something that I am not supposed to do because it was their responsibility. Just to set things straight, I did not recieve my certificate of title after I paid off the loan; they only sent me a lien release paper.

  

  Business Response

  Date: 03/22/2024

  We are writing to respond to the Better Business Bureau complaint by *********************.   It is unfortunate that ********** was having an issue receiving his Certificate of Title from Nissan **************** Company.  New City Nissan has no responsibility in that process.  Because this is a title issue, this complaint should be directed toward Nissan **************** Company, his financing institution, and not New City Nissan.

  ********** purchased his vehicle from New City Nissan and financed it with Nissan **************** Company (NMAC).  This is what happens to the title following the transaction:
  1.  Upon completion of the sales transaction, NMAC has the right to title and takes possession of it from New City Nissan.
  2.  Until the loan is satisfied, NMAC retains the title to ************ vehicle.
  3.  When the loan is satisfied with NMAC, it is NMAC that would send ************ title with the required signatures so that ********** can transfer the title.  This interaction is supported by the screenshot from NMACs website advising customers of what to expect when a customers loan is paid off (NMAC Paid Off Loan).  NMACs website also includes instructions in the event a customers title is missing or never received (NMAC Missing Title).  Please note that both screenshots do not advise the customer to contact the dealer to resolve a title situation.
  

  We cannot verify the exact instructions that the *** gave to ********** as we were not directly involved in the conversation.  In most instances, the customer is directed by the *** to contact the financial institution to get the necessary documents to secure a duplicate title.  Whatever the case, ********** came to New City Nissan seeking assistance.  New City Nissan offered ********** a solution to obtain a duplicate title without further involving NMAC but that the cost to get the necessary documentation and notarized signature for him would be $51.  ********** agreed to pay the $51 and New City Nissan provided him with that service. 
  

  As stated throughout this response, NMAC is responsible for delivering the title and this request for reimbursement should be addressed with them.  The BBB and ********** should be advised that NMAC records indicate that they did satisfy their obligation and that ************ title was sent to him in June 2021.  At his request, a lien release and duplicate title documentation was sent to him in 2022. Another lien release was sent to him earlier this month.

  In conclusion, New City Nissan assisted ********** by providing him with a service that he agreed to and which he now wants to be refunded for through this Better Business Bureau complaint.   At this time, we do not believe that ********** is entitled to a reimbursement from New City Nissan.  He could pursue a reimbursement from NMAC however their records indicate that they have also met the obligation that this complaint is based upon.  We hope that this explanation and information brings this complaint to a conclusion.

• Initial Complaint

  Date:11/14/2023

  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.

  When I purchased my 2018 **** from New City Nissan, I also purchased Portfolio Protection which is current (it expires Jan,2027 or at ****** miles). My vehicle had low oil pressure message &shutdown on me early morning, ***, Oct22. Couldnt tow it until the following day. Insurance naturally towed it to ******** ****, since it was the closest **** dealership. When I called the Portfolio Protection/Assurant claims number, they stated that Nissan would have to sign off on the tieBack, if they were giving **** permission to work on my car (Ecosport). I called Nissan and spoke to 3 different people, which claimed they would get back to me. I called again the next day and was told the sales manager was with a client & the service manager wasnt in office. Portfolio Protection/Assurant people said they still hadnt heard from Nissan. **** said they could run diagnostic to determine why the msg came up. Assurant reminded me that the contract states that if vehicle is down within 40miles of purchasing location, THEY had to deal with it. Nissan ignored calls so car was towed from **** to Nissan on Oct 26. I spoke with *****, asst service mngr, which put an appointment in for an adjuster to inspect the car at 630am Nov2. Appointment was sent to me via ************* I verified that I didnt need to physically be there. When I stopped by after work on the 2nd, I found out that there was no inspector and no inspection. When I questioned *******, the sales manager, he lied about the whole thing. When I called him out on the lie, he went to speak with service manager and eventually came back to say they were going to have it towed back to **** to do what was suggested in their diagnostic (a tear down of the ********************* to determine the cause of the message). **** says that itll be over 2 months before they look at it. Meanwhile I have no transportation and Nissan wont offer a loaner. I tried working out a trade in on something reliable and his option was a joke.

  

  Business Response

  Date: 11/22/2023

  We are writing in response to the BBB complaint filed by **********************************  We apologize for any inconvenience that she has experienced however we would like to elaborate on her situation to show that New City Nissan has been working on her behalf all along.

  As stated, Ms. ******** 2018 **** Ecosport, which she purchased in January 2020, experienced drivability issues in October.  Here are refined details of her situation:

  1.  Upon experiencing issues, ****************** had her vehicle towed to an authorized **** dealer.  Her Portfolio Protection contract states What to do if repairs are needed If your vehicle is within forty (40) miles of the Selling Dealer You must deliver Your Vehicle to the Selling Dealer at the address shown on the front of this **************** Agreement.  The reason for this provision is so that we can inspect or have the vehicle inspected to determine what is wrong with the vehicle.  We can then work with Portfolio Protection to have the work done and covered under the policy. (See attached)
  
  2.  It is important to note that if ****************** had originally delivered her vehicle to New City Nissan, we would have taken Ms. ******** Ecosport to an authorized **** dealer to perform the inspection.  Because we would be the customer of record with the **** dealer, it would have been easier to coordinate and communicate with them directly.  We would have then taken the **** dealers diagnostic to Portfolio Protection to have the repair approved and processed.
  
  3.  Because the vehicle was at an authorized **** dealer and the inspection process was not coordinated by New City Nissan, New City Nissan originally had difficulty communicating with the authorized **** dealer to find out the status of Ms. ******** vehicle.  This caused a delay.  During that time, New City Nissan was trying to coordinate with the authorized **** dealer to perform the inspection and deliver the results to us.
  
  4.  New City Nissan was in the process of having an adjuster go to the authorized **** dealer to inspect the vehicle when ****************** had her vehicle towed to New City Nissan from the authorized **** dealer.  Because the repair was in the process to be performed by the authorized **** dealer, New City Nissan had to then tow the vehicle back to the authorized **** dealer.  This caused another delay.
  
  5.  The authorized **** dealer delivered their total estimate to repair to New City Nissan on November 2nd. At this time, New City Nissan has obtained approval from "Portfolio Protection" for the teardown and has notified the authorized **** dealer to proceed with ordering the **** parts needed for the repair.

  6.  Unfortunately, the authorized **** dealer informed New City Nissan that the parts required to repair Ms. ******** vehicle is currently not available and on national backorder.  This fact is beyond New City Nissans control.  New City Nissan was informed by the authorized **** dealer that they are estimating the parts to be available by mid-to-late January 2024.
  
  Because ****************** mentioned that she felt that *******, our sales manager, was not truthful, I would like to note that he was only made aware of Ms. ******** situation when our service department was already in process of trying to communicate with the authorized **** dealer.  He was not full apprised of her situation and was attempting to gather all the facts before communicating with ****************** and Portfolio Protection.

  As ******* understood that the Ecosport was Ms. ******** only means of transportation, he was exploring an option of a potential trade in of Ms. ******** Ecosport to remedy her situation.  It is unfortunate that ****************** was not satisfied with the inventory option that ******* presented to her, however he was limited to the inventory that we had in stock that would fit into her current budget.

  In summary, New City Nissan has already satisfied its obligation to have Ms. ******** Ecosport repaired under the Portfolio Protection policy that was sold to her.  As New City Nissan does not have a loaner program, her Portfolio Protection policy does allow for five days of rental during the repair period.  While we sympathize with Ms. ******** predicament, expediting a **** part and repair is beyond our control.  As stated, the repair has been arranged and we will continue to monitor the status of Ms. ******** Ecosport repair.  Hopefully, the authorized **** dealer will be able to acquire the **** parts sooner than their current expected date.

  Customer Answer

  Date: 12/02/2023

   
  Complaint: 20872203
  
  I am rejecting this response because they aren't being truthful in a couple of ways.

  Regarding the original tow:  In 2020, soon after the purchase of my vehicle, I had an issue with a malfunctioning window.  When I called New City Nissan about it & mentioned the Portfolio Protection policy I purchased with them, they stated that any maintenance or repairs should go through ***** since they deal with Nissans.  The vehicle's not had many issues in the last 3 years, so when the tow was being set up, it was stated that **** vehicles get towed to the nearest **** dealership.  After speaking with the claims department at Portfolio Protection/Assurant several times in a 4 day period, they said that New City Nissan would need to release the tieback if they were needing **** to work on the ****. They stated that although they've seen that I've contacted them several times, they were waiting on Nissan to initiate the claim.  I called New City Nissan several times asking them to do so.  I spoke with at least three different people about them stating that **** had permission to work on the vehicle but kept getting the runaround.  ******* said that they've never heard of having to do that but he would follow-up and return my call later that day.  He never called back.  Eventually, no one would talk to me over the phone (they were with other clients or out of the office).  No one from Nissan had contacted Portfolio Protection/Assurant, even though they had all of my information.  You can verify that information with ********** Protection claims department *************** and reference my name and last digits of VIN # JC192051).

  October 26th, is when Portfolio Protection claims department said to physically have the vehicle towed to Nissan so they would have to deal with it, contractually.  It wasn't until THAT day is when Nissan claimed that they would set up an appointment for an adjuster to come out to Nissan to inspect the vehicle for negligence, etc.  In THAT moment, they texted me the appointment time.  It said "Your 2018 ECOSPORT is reserved for service on Nov 2, 2023 6:30:00AM at New City Nissan" Time stamped 10/26/2023 at 3:40pm.  I also received an email with the same confirmed time. Confirmation code: X07HNNC052, Advisor:  *********************

  When I went in on Nov 2nd, they said no adjuster came so the vehicle just sat there for a full 7 days with nothing happening.  Why would they set an appointment for the adjuster to come to Nissan but state to the BBB something else?

  Throughout the same week, I continued to take the bus to Nissan, to see what else I could do to have forward motion on the situation. After ******* left the cubicle to talk to service department 3 times, he said that he sent an email to ****'s service department requesting info about the estimate and diagnosis.  I went to **** but they never received any emails.  ****'s service manager called the assistant service manager at Nissan to find out exactly what was needed to she could send them an email.  I waited in their lobby so I could get a copy.  Then, I returned to Nissan to hand it to ******* and request he make a copy for the record.  

  It was after I spoke with the service department manager at Nissan is when I initiated the conversation about a possible trade-in. ******* ran some numbers but said he'd get more specifics after I completed a new credit check.  He had ***** get my info while he continued to "plug in numbers" for an approximate snapshot of what I'd be looking at.  My credit score is "excellent" and after the following weekend, I was looking forward to finding out what the right numbers would look like. There was nothing changed, as if nothing was checked.  He had me test drive a used car that stunk of old cigarettes and the brakes squeaked when making turns.  I felt like this was another way of them blowing me off.  

  I've asked several times if there was any other **** dealership on the island that I could have my vehicle towed to, since the one my vehicle is at is backed up.  They stated it would take a month before they could put it on the rack for the teardown, to see what part is needed for repair.  **** is backed up with other vehicles, so they still haven't had the space or time to put my vehicle in the service department. It's been a month so far.... so they don't know whether or not they have the part to fix it because they haven't taken anything apart yet.

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

  Customer Answer

  Date: 12/04/2023

  To Nissan's #4 response statement, this was untrue.  The adjuster was scheduled to inspect the Ecosport at New City Nissan 7 days after I had it towed from **** to Nissan.  That is what prompted them to make that appointment.  I've enclosed the email confirmation they sent to me.  My vehicle sat on their property for a week and no one did anything other than cancel the adjuster's appointment, apparently.  I called the day before to verify and they still did not inform me of any cancellation.

  The "national backorder" information is very new information.  I know this, because I've been in contact with ****'s service manager (Fey) along the way.  Up until last week, they were still waiting for a rack to open up in order for them to put the Ecosport on it for the teardown.  When I called today (after reading Nissan's newest response) that is when Fey informed me that it was on national backorder.  

  Regarding the statement that ******* was exploring an option of a potential trade-in, he never ran the actual numbers.  He originally plugged in a hypothetical situation.  He was trying to give an approximation of what we'd be working with. He had his coworker run a credit check, in order to plug in the actual numbers, but nothing new was ever discussed.  He only gave me one option, of a previously owned car that was squeaking when applying the brakes.  One car from the whole lot?

  The frustration is the lack of accountability in properly handling my situation. Giving a customer the runaround for 4 days, after I called several times to find out what kind of help I could get, to only deal with me after I physically bring the vehicle to them is unacceptable.  I kept asking Nissan if I could have it towed to them and the service department kept informing me that Nissan doesn't work on ****s.  From the beginning, I communicated with Portfolio Protection, which kept saying that Nissan would need to call them to allow permission (by releasing the tieback) for **** to work on the ****.  I know it's easy to put the blame on me for initially having the vehicle towed to **** but every step along the way, I had to force the help.  It wasn't until the car was on the lot that Nissan pretended to move the process forward.  It is very convenient that it wasn't until I chose to take THIS avenue, that Nissan now wants to pay attention to the details of the Portfolio Protection plan.  I begged for help from the beginning and no one cared.  Negligence, on Nissan's end, is putting it mildly, in describing their customer service. 

• Initial Complaint

  Date:02/09/2023

  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 Thanksgiving night 11/24/22 I was driving home with my kids on the freeway and my hood latch failed/broke. My hood flew up smashing my windshield and denting the roof of my car. The hood was so bent that it couldnt close and the windshield was cracked with small pieces of glass all over the dash and inside the car. After talking with Nissan Consumer Affairs and telling them what happened I was told to take it to a Nissan Dealership and all repairs would be paid for by Nissan because the hood latch was recalled. I called New City Nissan and told them what happened and was told to bring it in. On 11/28/22 my car was taken in and they said they wouldnt take it! I gave them my case number from consumer affairs and it wasnt until after speaking with the manager did they take my car. It took weeks of back and forth with myself and consumers affairs contacting the dealership to get them to submit my claim. All without a courtesy car because they would not give me one. After the claim was submitted my car didnt go to the body shop until 1/11/2023. A month and a half later. After about a week I followed up to find out when my car would be done. I was told it might be done early February! Feb 4, 2023 I follow up to see when my car will be ready and I am told they are waiting for the roof and there is no ETA! I asked if they could just repair the dents in the roof or give back my car since they are just waiting on the roof. I was told my car is not driveable so they cant give it back! So after 3 1/2 weeks in the shop my car still isnt driveable but it was driven NOT towed to the delearship! I asked again for a courtesy car since it has been almost 3 months without my car and they have no estimated date of when it will be done and again they tell me no! This is horrible customer service especially since they are an authorized Nissan dealership, are being fully compensated by Nissan for the repairs, and this accident happened because of a faulty part!

  

  Business Response

  Date: 02/17/2023

  We are writing in response to the BBB complaint filed by ********************************  We would like to bring clarity to points made within ******************** complaint because we believe that New City Nissan has done everything within our means to accommodate her.

  As described by ******************* complaint, her Pathfinder sustained extensive damage because of an issue with the hood latch.  Initially,the actual individual who dropped off the vehicle at New City Nissan was only able to tell our service advisor that he was dropping off the vehicle and that Nissan North America was going to pay for its repair.  Without a point of reference or case number,our service team did not know who to contact or had any idea who authorized the repair of the damages.  Apparently, the individual was able to get the case number. At which time, New City Nissan verified the case number with consumer affairs and began the process for repair.

  Within three days of receiving ******************** vehicle, New City Nissan was able to get an estimate for and approval from Nissan to proceed with repairs.  Unfortunately, ******************** vehicle needed a new roof assembly and it was on backorder with Nissan North America.  Parts availability is beyond New City Nissans control as we are at the mercy of Nissan North America getting the part back in stock before we could proceed. 

  Because of the uncertainty as to when the part would become available, ****************** did ask for a courtesy vehicle.  New City Nissan does not offer courtesy vehicles.  We did try and advocate for ****************** to see if Nissan North America would pay for a rental vehicle for her while she waited for her vehicle to be repaired.  Unfortunately, Nissan North America initially denied our request to pay for a rental for *******************

  ****************** did request for her vehicle to be returned to her to drive.  Unfortunately, New City Nissan could not responsibly return ******************* vehicle to her knowing that it was unsafe to drive.
  

  In summary:
  

  1.  New City Nissan did not reject ******************** vehicle for repair as stated. We willingly received her vehicle once we had a clear understanding of the situation when we were provided with a Nissan case number.
  
  2.  New City Nissan had an estimate for and approval from Nissan North America within 3 days of receiving her vehicle.
  
  3.  It is important to note that New City Nissan does not have an in-house body shop and needs to coordinate with a Certified Nissan body shop to fully complete the repairs. The body shop was booked at the end of 2022 and could not start repairs on her vehicle until January 11th.
  
  4.  Providing ****************** an ETA for a completed repair was impossible because the roof assembly that ******************** vehicle needed was on national backorder with Nissan North America which delayed the repair further. New City Nissan has no control over that availability or clear site of when it would become available.
  
  5.  ******************** request for a rental was denied by Nissan North America not by New City Nissan. New City Nissan does not have courtesy vehicles and could not secure a rental vehicle without Nissan North America willing to pay for it.
  
  6.  New City Nissan could not allow ****************** to take her vehicle back to drive when we know that it was unsafe. Simply put, that would be professionally irresponsible.

  It is unfortunate that the repair of ******************** vehicle is taking a while.  At this time, New City Nissan was able to acquire approval for Nissan North America to pay for a rental for ****************** from Monday, February 20th.  Still, we are disappointed that ****************** believes that the delay in repair is due to a lack of effort on New City Nissans part.  Lastly, ******************** complaint made reference to the fact that we are being fully compensated by Nissan for the repairs.  I need to make clear that New City Nissans service department is receiving little to no compensation for this repair.  We know that ****************** needs the assistance of an authorized Nissan dealer to have body repair work performed and to have it paid for by Nissan North America.  Though she may not agree, I am confident that we have done everything within our means to assist her.

  Customer Answer

  Date: 02/21/2023

   
  Complaint: 19379604
  
  I am rejecting this response because:I stand by what I said and what I experienced. I only now have a rental after almost 3 months without a car because I contacted the *** of New City Nissan. When my car is repaired and returned to me I will close my complaint. 
  
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 03/06/2023

  As previously mentioned, New City Nissan does not own the body shop so we do not have the right to expedite their work nor control their workforce.  We have requested a status update on March 1, 2023 from the body shop and they are estimating that it will take at least three (3) more weeks to complete the repairs barring anything else needing to be fixed or replaced. 

  
  It is unfortunate that the customer has had to wait so long for the work to be completed.  However, ******************** dissatisfaction is based on a wait time caused by a national backorder of parts from the manufacturer, the initial refusal by the manufacturer (not New City Nissan) to pay for a rental car and the availability of the body shop to conduct her repairs.  Those factors are all beyond New City Nissans control.  While the New City Nissan employees involved with ******************** situation could not force Nissan to build a part faster or get a body shop to repair her vehicle quicker, they continued to advocate for her throughout.  It was their effort that finally got Nissan to pay for her rental.

  
  Again, the body shop is estimating that the repair work will take at least another 3 weeks.  If the work goes beyond three weeks that will not be New City Nissans doing.  I can assure you that our employees will make sure that completing Ms. ******** vehicle is of their top priority.
  
  

• Initial Complaint

  Date:10/02/2022

  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.

  On Saturday, 10/1/2022 I brought my car in for a transmission fluid flush. They said they flushed the transmission fluid and charged me for a flush, but when I checked the transmission fluid today it is the same exact color as when I brought it into the shop. There is no pink or red color at all. They did not flush my transmission as stated.

  

  Business Response

  Date: 10/11/2022

  New City Nissan's service manager called ************ to explain to her that a transmission flush was performed on her vehicle on October 1st.   He explained to her that the color of the transmission fluid is not an indicator if the service was or was not performed.  He also explained to ************ that the transmission fluid inside the torque converter is about 35% of the total capacity and cannot be flushed or drained completely.  Therefore, some of the initial, discolored fluid is always left in the transmission and could cause the new fluid to discolor slightly also.  
  
  As a courtesy and for her peace of mind, New City Nissan offered to drain and refill the transmission fluid in ************** vehicle.  ************ brought in her vehicle on Saturday, October 8th to have the complimentary drain and refill done.  It was our understanding that this was satisfactory to ************ and that she was going to notify the BBB that her issue and concern has been resolved.

  Customer Answer

  Date: 10/21/2022

  Hi,
  
  The manager responded and was very helpful and courteous.  I am not sure why my transmission fluid still does not appear to be new or clean, but I trust that New City Nissan performed the services I paid for and also performed a second transmission flush to ensure I did receive this service.
  
  Thank you for all your assistance in the matter.
  
  Much appreciated,
  
  ******
  

  
  

• Initial Complaint

  Date:08/12/2022

  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.

  Far from transparent and honest!The service team stole my wallet out of the center console yesterday while getting safety checked then parked the car without notice of moving and it sat for over 10 minutes before we inquired how much longer we had to wait because we had work to do... all of my important things were in that wallet ****** card Po key Boh card Venmo card License Kamaina card 2 bus passes Not to be trusted... severely disappointed in the lack of intergrity communication and security cameara quality for a real car dealer ship... I'd expect this to happen at a crooked used car dealership but not in a accredited one. Thanks for wasting my time if I could take this car back and take our business somewhere else I would!

  

  Business Response

  Date: 08/19/2022

  New City Nissan takes the alleged theft incident very seriously.  After reviewing all of the available footage, we did not come across any action by any employee that appeared to be suspicious.  The three employees who handled the vehicle did not spend an extended amount of time in it that would suggest that they were doing anything improper.  New City Nissan cannot verify that the incident occurred other than what is being alleged.

  
  We have reached out to the customer via phone and encouraged them to file a police report.  We are prepared to cooperate with an investigation in every way possible. 

  Customer Answer

  Date: 08/26/2022

   
  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. 

   

  I I would like to say that we are not here to ruin your business's reputation and we appreciate your willingness to cooperate with the authorities. However when our belongings go missing from a vehicle that has been moved without our permission. That in itself becomes theft nobody notified us that anything was being moved including my girlfriend's wallet from the center console and we did not call the authorities because you guys can either confirm nor deny that this allegation had occurred so it would be a waste of our time and yours for us to call the authorities just to have you guys waste our time backing up your employees. I'm sorry you guys have these people working for you and I am sorry that you guys have cameras that are inadequate for an actual dealership I think maybe it might be beneficial to make sure two people move vehicles that way you have a better chance of people not stealing stuff and being honest and accountable. To be honest with you I do not recommend anyone come to this dealership because they are dishonest and if it's not the upper management protecting the people who steal stuff then it's the people who they hire.
  
  Sincerely,
  
  *******************************

• Initial Complaint

  Date:07/22/2022

  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 did an online quote through New City Nissan regarding a possible vehicle trade-in. I received the quote through email. Then **** a sales representative from New City Nissan called me in response to my online trade-in. He wanted to go ahead and schedule an appointment for me to go to the dealership and start the trade-in process. I asked **** before I made an appointment to go to the dealership. If the actual online quote price regarding my trade-in is accurate. He said as long as I inputted an accurate information regarding my vehicle. The price that was quoted toward my vehicle would be an accurate quote. So I made an appointment with him. When I went to the dealership. I met up with ****. He introduced me to a saleman name Ray. When we found a vehicle we liked. Continued to test drive and went ahead to make a deal. We showed New City Nissan. A copy of the online quote towards our trade-in. When Ray came back with the numbers towards our trade. It was drastically less than what was quoted online. I asked Ray if I inputted the wrong information on vehicle. He said no. He said thats what your vehicle is worth. I then asked what happened to the online quote? He then repeated and said thats what your vehicle is actually worth. I was upset. Due to the fact that they said the online quote price is accurate. I inputted the right information. Yet they are telling me a different quote. I feel that they only gave me a higher number towards my trade-in. Only to lure me in to the dealership. Bait and lure tactics.

  

  Business Response

  Date: 07/29/2022

  New City Nissan subscribes to ****** Blue Book, an outside company, for trade evaluations.  For reference, ****** Blue Book provides a potential value for a vehicle within a market which includes other dealers in the market that also participate within the ****** Blue Book system.

  
  It is our policy to confirm all of the vehicle information with an in-person meeting with a customer before finalizing the value of a customers vehicle.  ***************** arrival, it was observed that the value that was estimated to him from ****** Blue Book did not appear to be accurate.  After conducting some research, it was estimated that the value that *************** received from ****** Blue Book for his 2020 Cadillac CT5 was approximately around the **** of a brand new Cadillac CT5 in 2020.

  
  A New City Nissan manager has discussed this situation with ****** Blue Book in an attempt to ensure that more accurate valuations are provided to customers moving forward.  It was mentioned that there is awareness that data on certain makes and models that are not in abundance in the market could distort a vehicles value.  In this case, the value of the 2020 Cadillac CT5 was estimated to be around the same as a new one.  New City Nissan and ****** Blue Book are communicating on potential solutions or modifications that can be made within their means to remedy these types of issues.