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:03/11/2025

  Type:Customer Service 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.

  Purchased a brand new car in Nov 2024 with a cash down payment of $8k. Finance guy did not add my gap insurance but made sure to all all the add ons that would be an incentive to himself and the sales person. I received a phone call from the company about two weeks ago and explained what happened and was told I would have to most likely get refinanced (what a joke) and they will have someone call me back. I have not received a phone call or email since then. This is a huge inconvenience as I sat in this business for hours and they still dont get it right. They are only concerned with making sure they are adding in items that make them an inventive on the backend!

  

  Business Response

  Date: 04/11/2025

  After reviewing the transaction, we can confirm that the customer placed a down payment of $8,000 when purchasing the vehicle in November 2024. Due to this substantial down payment, the loan-to-value ratio did not meet the criteria necessary for ************* eligibility. Specifically, the value of the car exceeded the amount financed, which made the customer ineligible for GAP coverage through our lenders guidelines.
  
  We understand this may not have been clearly communicated at the time of purchase, and we sincerely apologize for any confusion or frustration it may have caused. Our team did reach out to the customer by phone to explain the situation and discuss possible options. We regret that there has been a delay in follow-up communication and truly apologize for any inconvenience.
  
  Please know that we value every customer and take these matters seriously. Please reach out to **** ********, General Manager at ************ or ************************************************.

  Thank you,

  ******* ****

  HR Director

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

  Customer Answer

  Date: 04/11/2025

   
  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:02/06/2025

  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 bought Nissan rouge 2020 from Nissan Arlington dealership on May ****** for $31000. It was titled LEMON at that time which I was not told about. I went to *** for car loan and they declined saying cars titled as LEMON so they cannot finance it. So, I went back to the dealership and showed my concern about it. They assured me that its not a big issue and I should not face any problem while selling the car when I need to. They said they cant update title in ****** but they are adding addition report in *******. They also provided me the email assuring they will take my car back on market value if there is any concern. But now, when I went back to them to sell my car, they outrightly declined to take it back due to its title LEMON and insulted me, said we dont know who sold you this car l, we were not there when it was sold to you. I said this dealership only sold it to me with this title. I dont have the authority to update some car with this title. They are now harassing me by putting me in this situation, insulting me and not even considering discussion with me. I have put the review online and in my review response they provided the number and asked me to call back to sort this out. I did called them twice and both the times they said we will call you back and never did. I have been to multiple dealers to sell this car and they explained me cars with LEMON status are unsafe and thus not sold to people. Arlington Nissan has put me and my family safety on RISK by selling this car and that to be on such a huge price. I need help here as I need to move out of country and I m in situation to sell this car. No-one is buying this car and Nissan Arlington is my only option and this is what they assured as well per there email which I have saved. I am attaching email screenshot of assurance provided to me. 

  

  Business Response

  Date: 02/17/2025

  When you purchased your vehicle back in 2022, you were made aware of the nonconformity, including the judder when releasing the accelerator, shaking, and the cracking noise from the front. As noted in Repair Order #****** dated 12/22/2021, the electronic coupler and control unit were replaced to address these concerns.
  
  For your reference, I have attached copies of both documents that were signed by you at the time of purchase. Please reach out to our General Manager, **** ******** at ************ or ***************************** for any questions.

  Thank you,
  ******* ****

  HR Director

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

  Customer Answer

  Date: 02/20/2025

   
  Complaint: 22908778
  
  I am rejecting this response because: 

  The signature in the two attachments provided by Nissan Arlington dealership are not even mine and is a miserable attempt of forged signatures.

  While buying this car on 05/31/2022, I was only made to perform digital signatures, and I have a copy of all the digitally signed documents by ME which I am attaching here with my response. There was no manual signature done by me to be specific using PEN and no such documents were even shown or provided to me at the time of purchase dated 05/31/2022 which Nissan Arlington has attached in their response with my forged signatures.
  

  Now, as per lemon law (Illinois vehicle buyer protection act), the vehicle should not be put for resell for safety concerns and if dealer has put the vehicle for sell, they should issue a disclosure statement prior to resell explaining the nonconformity and warranting that the nonconformity has been corrected. The disclosure statement must accompany the vehicle through the first retail sale which means it should be explained, provided an original copy to the buyer and should be signed by the buyer.

  Here, nothing mentioned in LEMON law was followed while selling Nissan Rogue 2020 to me on 05/31/2022. Neither the document was shown or discussed or signed by ME && on top of it all, a miserable attempt of my signature forgery is done (Which is not even done correctly). This is an illegal offence, a criminal act of signing my name without my permission or authorization by Nissan Arlington dealership authority/employee/manager.

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

  

  Business Response

  Date: 03/18/2025

  Our General Manager, **** ******** would be happy to work with you.  Please reach out to **** at ************ or ************************************************.

  Thank you,
  ******* ****

  HR Director

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

  Customer Answer

  Date: 03/25/2025

   
  Complaint: 22908778
  
  I am rejecting this response because:

  Business reached out to me just yesterday and we still need to get into discussion for the solution.
  
  Sincerely,
  
  ****** *****

  

  Business Response

  Date: 04/16/2025

  As the next step, you're welcome to bring your vehicle into Arlington Nissan at your convenience. Our team will gladly review it for a potential trade-in and work with you on the best possible solution.
  
  If youd prefer to speak directly with a member of our leadership team, General Manager **** ******** or one of our Sales Managers would be more than happy to assist you personally. We're committed to working with you and ensuring your concerns are fully addressed.

  Thank you,
  ******* ****

  HR Director

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

  Customer Answer

  Date: 04/18/2025

   
  Complaint: 22908778
  
  I am rejecting this response because:

  they are just doing time-pass. They just respond to BBB for the sake of response for me to get in touch with them. This has happened from the last 4 weeks now. They ask us to get in touch with them for assessment and discuss the best possible solutions. However, none of there contacts provided to us respond.

  In there previous response, they asked us to get in touch and talk with ***** *****, who we tried to talk, dropped messages with no active response from him.

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

• Initial Complaint

  Date:02/06/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a 2014 ***** impala on Tuesday January 28, 2025. They assured me the vehicle went through all necessary inspections and was a great car. They promised to fix the bumper and told me I had 10 days 500 miles to bring the car back if any major problems arose with powertrain including engine and transmission. Within 3 days and less than the 500 miles the transmission hot idle signal came on and the engine was steaming. Took it to ********** for a Quick Look. He said the transmission fluid was contaminated and likely needs to be replaced. I sent the pictures over immediately on that third day. I texted them they need to take the car back. I brought it back on Monday still under 10 days and 500 miles. They tried fix the bumper but its still dented and now scratched. Also, they never looked into the trans and said nothing we can do because the code is now off. Then I said you can check the fluids and see something is off. They said sales has to pay them to do it. Sales said theyll pay to find out what wrong but they wont pay to fix it. He even smiled in my face. Whats the point of the 10 day 500 miles warrantee if it doesnt exist? I took it to a transmission shop and will be sending them the estimate. They do need to pay for it and my lawyer fees as they chose to not handle the matter on site. They gave me to option to pick a more expensive car that I cant afford.

  

  Business Response

  Date: 02/17/2025

  I sincerely apologize for any inconvenience your new vehicle has caused. Please know that your vehicle is currently in our service department, and our team is actively addressing your concerns. If any repairs are needed, we are taking care of them to ensure everything is resolved properly.
  
  We appreciate your patience and will keep you updated on the progress. Please dont hesitate to reach out to our General Manager, **** ******** at ************ or ***************************** if you have any questions.

  Thank you,

  ******* ****

  HR Director

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

• Initial Complaint

  Date:10/25/2024

  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 visited this dealership because I was interested in a used vehicle on their lot that I noticed while driving by. I was greeted by friendly faces and allowed a short test drive of the vehicle. I was pleased, and made an appointment to return so that they may assess the value of my personal vehicle for a potential trade-in. The price of the vehicle was reasonable, but I noticed there were no "out-the-door" numbers available. Upon returning with my vehicle, I was once again greeted and given another short test drive while the value of my vehicle was assessed. I gave the keys to my vehicle to an employee with the assumption that they would move my vehicle to the shop for evaluation. Upon returning from the test drive, I noticed my vehicle had not been moved. I waited for approximately an hour while they were putting together numbers, all the while my vehicle remained in the spot I left it in and I was still without my keys. The salesman finally returned to the office he left me in and showed me the numbers they had put together. The dealer tried to pass almost $5,000 of extra fees including a non-removable ceramic coating to the interior and exterior, a GPS tracking service that was of course non-removable, and a destination fee.... on a used vehicle. I told the salesman I was no longer interested in the vehicle and requested my keys so that I may leave. The salesman acted as though he didn't hear me, and dragged me along for another 15 minutes. During this 15 minute period, I asked for the keys to my vehicle 4 separate times, each time receiving no response. The salesman then returned to the managers office. I went to the managers office myself and again requested the keys to my vehicle twice before finally receiving them. The salesman then walked to my car and basically begged me to reconsider. Since then, I have been contacted by the dealer over 20 times in texts and calls, even after requesting to be taken off their call list multiple times.

  

  Business Response

  Date: 11/18/2024

  Thank you for taking the time to share your experience with us. We deeply apologize for the frustration and inconvenience you faced during your visit. We take feedback like yours seriously, as it helps us improve our customer experience and ensure it meets the highest standards.
  
  We are genuinely sorry to hear about the issues you encountered, from the delays in assessing your trade-in and retrieving your keys to the unexpected and non-negotiable fees associated with the vehicle. Your time and trust are extremely valuable, and it is clear we fell short of meeting your expectations during your visit.
  
  We understand that transparency and respect are fundamental during any car-buying experience. Our goal is to make every step straightforward and comfortable for our customers. We are actively reviewing our processes to ensure more efficient vehicle assessments, clear and upfront pricing, and attentive communication with all our guests. Additionally, we will address any over-communication to ensure that requests to be removed from contact lists are promptly honored.
  
  Your experience does not reflect the standard we strive for, and we are committed to making the necessary adjustments. If you would like to discuss this matter further, please dont hesitate to contact us directly at ************ or ****************************** We appreciate your feedback and hope to have the opportunity to restore your faith in our dealership in the future.

  Thank you,
  ******* ****

  HR Director

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

• Initial Complaint

  Date:07/24/2024

  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.

  *** not always giving accurate directions. It's mostly wrong and is worse with E, N, W, S prefixes. Basically was told map software is up to date. The service department was able to reproduce the problem. Instead of taking steps to work out a resolution, was told by multiple people to use my Apple Car Play with Maps on my iphone stating *** is not reliable on Nissan. I have had 4 Muranos and none ever had any problem using the *** until now, so I know it CAN work. If it can't be fixed, then replace the *** system on my Murano which I'm told is connected with the radio. I've gone through Nissan Consumer Affairs who stated there is nothing to fix. I've contacted BBB who referred me back to my dealership for a resolution. I feel like I'm being sent in circles.

  

  Business Response

  Date: 08/08/2024

  We apologize for the inconvenience youve experienced with the *** in your vehicle. Our General Manager, ****** ******, has attempted to reach out to you to help resolve this issue but has been unsuccessful in connecting with you.
  
  To ensure we can assist you as quickly as possible, please contact ****** directly at ************.
  
  Thank you for your understanding, and we look forward to helping you get this resolved.

  Thank you,
  ******* ****

  HR Director

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

  Customer Answer

  Date: 08/09/2024

   
  Complaint: 22038101
  
  I am rejecting this response because: I have left messages, called numerous times and left email.  For the voicemail messages, the number goes to someone else's name.  Other than that, I have received no call backs.
  
  Sincerely,
  
  ***** *********

  

  Business Response

  Date: 08/19/2024

  Per your recent concerns regarding the navigation system in your 2024 Nissan Murano. First and foremost, I want to sincerely apologize for any frustration or inconvenience this may have caused you.
  
  As part of our commitment to your satisfaction, Nissan reached out to us at Arlington Nissan regarding your experience. We thoroughly inspected your vehicles navigation system but, unfortunately, were unable to replicate the issue you described. During our review, the navigation system appeared to be functioning as intended. To ensure consistency, we also tested the navigation system on another 2024 Nissan Murano and found it to operate in the same manner with you present.
  
  Additionally, the Nissan representative has confirmed that there are currently no open engineering review items related to the navigation system in your model.
  
  To assist you further, Ive attached a step-by-step instruction guide that provides detailed information on using the navigation system. This guide was also provided during your recent visit, and we hope it will prove helpful in enhancing your experience with the system.

  Customer Answer

  Date: 08/19/2024

   
  Complaint: 22038101
  
  I am rejecting this response because:

  I have already received the manual with directions which did nothing but confirm the way I was using the *** was correct according to the manual.  AND three reps in the service department DID replicate the issue on my Murano and another new Murano. AND I would like an explanation for being told to use Iphone Maps instead of the *** since I was specifically told the Nissan *** works inconsistently.  AND I would like an explanation by two reps that I am not supposed to use the "address" option on the *** and am only supposed to use the"search" option.  

  Is it so difficult to repair my ***? 

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

  

  Business Response

  Date: 09/12/2024

  Per your recent concerns regarding the navigation system in your 2024 Nissan Murano. First and foremost, I want to sincerely apologize for any frustration or inconvenience this may have caused you.
  
  As part of our commitment to your satisfaction, Nissan reached out to us at Arlington Nissan regarding your experience. We thoroughly inspected your vehicles navigation system but, unfortunately, were unable to replicate the issue you described. During our review, the navigation system appeared to be functioning as intended. To ensure consistency, we also tested the navigation system on another 2024 Nissan Murano and found it to operate in the same manner with you present.
  
  Additionally, the Nissan representative has confirmed that there are currently no open engineering review items related to the navigation system in your model.
  
  To assist you further, Ive attached a step-by-step instruction guide that provides detailed information on using the navigation system. This guide was also provided during your recent visit, and we hope it will prove helpful in enhancing your experience with the system.

  Thank you,
  ******* ****

  HR Director

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

  Customer Answer

  Date: 09/12/2024

   
  Complaint: 22038101
  
  I am rejecting this response because:

  You are basically just repeating yourself and do not seem to be actually reading what I've written.  I'm repeating it again and will add that I'm coming across more and more addresses that the *** cannot locate at all.  Very frustrating.  I'm willing to bring my Murano back in so the service department can witness this for themselves.

  I have already received the manual with directions which did nothing but confirm the way I was using the *** was correct according to the manual.  AND three reps in the service department DID replicate the issue on my Murano and another new Murano. AND I would like an explanation for being told to use Iphone Maps instead of the Nissan *** since I was specifically told the Nissan *** works inconsistently.  AND I would like an explanation I received from two reps that I am not supposed to use the "address" option on the *** and am only supposed to use the"search" option.  
  
  Is it so difficult to repair my ***? 

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

• Initial Complaint

  Date:05/06/2024

  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.

  ***************************** General Manger of Arlington Nissan promised and assured me that he'd get me approved to lease a 2024 Nissan Rogue SV with premium package for $429.00 a month for 36 months and ****** miles a year. after many attempts to get in contact with him he failed and did not follow through with his assured promise.

  

  Business Response

  Date: 05/16/2024

  I want to extend my sincerest apologies for the inconvenience you experienced during your recent attempt to secure financing with us. We understand how important this process is and regret that we fell short in meeting your expectations.
  
  We have recently made some changes at Arlington Nissan. We are pleased to introduce our new General Manager, *****************************, who is dedicated to ensuring that every customer receives the highest level of service and support.
  
  **************** would be happy to personally work with you to explore all available financing options and assist you in any way possible. Please feel free to reach out to ****** directly at ************ at your earliest convenience.
  
  Your satisfaction is of utmost importance to us, and we are committed to making things right. We appreciate your patience and understanding, and we look forward to the opportunity to better serve you.

  Thank you,
  ***********************

  HR Director

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

  Customer Answer

  Date: 06/17/2024

   
  Complaint: 21672812
  
  I am rejecting this response because: All the business did is tell me they got a new general manager that doesnt fix or solve my problem. They have done nothing to resolve my problem and I want to continue to file my complaints against them with the *** as well. The attorney general.
  
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 07/01/2024

  ********************** is no longer employed with Arlington Nissan. We appreciate your understanding during this transition.
  
  Please reach out to our new General Manager, *************************, for any assistance you may need. ****** is more than happy to help you with any inquiries, concerns or to get a new lease.  His contact information is ************ or *****************************************

  Thank you,
  ***********************

  HR Director

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

• Initial Complaint

  Date:05/04/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought a 2023 nissan altima from Arlington Nissan in Arlington heights ********. We took possession of the car late at night. The next morning in the light i noticed a couple things like an dent on the roof of the car,some foam sticking out of the front glass, they put sentra mats in my altima which dont fit and missing air tire valve cover. Now when signing the documents on a tablet which is hard to read. I was told i had to get extra coverages for the car that i dont want. **** said i had too but i drive too many miles for gap coverage or any other items because they will be voided after a certain milage and i dont want them. I will have seat covers so why do i need fabric care. I have two keys so.i dont need smart key replacement . He tacked on like 3622 o extra coverages. Im Thinking this is.probably illegal to tell people they have to have it or they will add this into the cost of the car. I would like the extra items refunded because i didnt want them and didnt really know i was getting all of this even though he had me sign them. I called immediately the next day when i realized what the finance guy had me do but the general manager refuses to take my call or return a call.

  

  Business Response

  Date: 05/16/2024

  I am sorry to hear that you are not interested in continuing with the warranties for your vehicle. We understand that circumstances change and appreciate your honesty.
  
  To cancel your warranties, please visit our cancellation page at *******************************. The process is straightforward, and once your cancellation request is submitted, your refund will be processed and issued within four weeks.
  
  If you have any further questions or need assistance with the cancellation process, please do not hesitate to contact us at ************. We are here to help.

  Thank you,
  ***********************

  HR Director

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

  Customer Answer

  Date: 05/20/2024

   
  Complaint: 21666260
  
  I am rejecting this response because: The phone number given to ask questions to *********************** is in correct. That number was for the Arlington Nissan but they gave me a number for Arlington lexus which i left 3 messages in 5 days because the instructions left were confusing because they didn't say the same things on what i was being charged. So it wasnt apples to apples. I tried to get help from *********************** like she offered but she failed to return any calls. I just want the 4 extra charges refunded. I already have seat covers for my car so fabric protection is mute. Please help. 
  
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 05/22/2024

  Hi *****,
  
  It was very nice to speak with you this morning. I apologize that you were not fully satisfied with your financing experience.
  
  Arlington Nissan is now under new management, and I have discussed your situation with our General Manager, *************************. He has confirmed that he will be processing the warranty cancellations and that the refund will be sent to your lienholder.
  
  If you have any questions or need further assistance, please do not hesitate to reach out. We are always here to help.

  Thank you,

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

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

  Customer Answer

  Date: 05/22/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. The general manager ************************* called and let me know he will be refunding two items by check to myself for about 2100 and sending about 1500 to the lienholder. He also said he will be mailing the correct floor maps by mail to my house. All this is satisfactory to me.
  
  Sincerely,
  
  ***************************

  Customer Answer

  Date: 06/18/2024

  BBB

  
  

  I filed another complaint on the same issue because they lied just to get me to close the complaint. He had no intention of following through with what he said he was going  do which i thought when he called me and said he going to pay the ******* and send the floor mats directly to my house. The general manager of arlington heights nissan in illinois lied to the BBB and to me. 

  How do i file another report to reopen the case.

  
  

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

  

  Business Response

  Date: 07/01/2024

  Our General Manager, *************************, reached out and spoke to you on June 18th to address and process the cancellations.
  
  We are pleased to inform you that your refund should be issued shortly. We appreciate your patience and understanding during this time.
  
  Should you have any further questions or require additional assistance, please do not hesitate to contact us.

  Thank you,

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

  HR Director

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

  Customer Answer

  Date: 07/08/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********.

  I have received some of what was promised with the rest said to be coming in the next 2  weeks. I will check back in a couple weeks
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:02/19/2024

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am writing to file a formal complaint against Arlington Nissan in Arlington Heights, ******** for selling me a lemon vehicle without disclosing this information during the purchase process.On November 27th, 2021, I purchased a 2017 Nissan Rogue vehicle from Arlington Nissan in Arlington Heights taking a loan out of $22,803.30. When I purchased the vehicle I was told the car was in an accident and that all necessary repairs were made. On February 17th, 2024 I went to Carmax in **********, ******** to get an appraisal offer on my vehicle and it was determined that the vehicle is a lemon due to numerous undisclosed defects and mechanical issues. The only thing I was told when I purchased this vehicle from one of your locations is that it was in an accident and the problems have been fixed. It was not disclosed to me nor is it stated in any of the documents provided to me and that I signed that the vehicle is a lemon. In fact, I would have NEVER bought the vehicle if I knew it was a LEMON. I am deeply disappointed and frustrated by the lack of transparency and honesty displayed by Arlington Nissan in Arlington Heights during the sale of this vehicle. I believe that I was intentionally misled and not provided with the necessary information about the true condition of the vehicle, which constitutes a violation of consumer rights and fair business practices.I have made multiple attempts to resolve this issue with the dealership directly (February 17th and 18th of 2024), but they have been uncooperative and unwilling to provide a satisfactory resolution. As a consumer, I feel taken advantage of for being a young woman at the time of purchasing this vehicle and believe that Arlington Nissan in Arlington Heights should be held accountable for their deceptive practices.I am seeking your assistance in investigating this matter and taking appropriate action against the dealership for their unethical and unlawful behavior.

  

  Business Response

  Date: 03/19/2024

  I apologize you are not happy with your vehicle you purchased November 27, 2021.  I will be reviewing your deal and reaching out to you tomorrow, March 20, 2024. 

  Thank you,
  ***********************

  HR Director

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

  Customer Answer

  Date: 03/23/2024

   
  Complaint: 21315262
  
  I am rejecting this response because: I have not heard from the company or ***********************, HR Director, who responded and said they would reach out to be on March 20th. I appreciate the initial response from them, but am disappointed with no further action.
  
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 03/25/2024

  We regret to learn that your recent experience with trading in your vehicle did not meet your expectations. Your satisfaction is of utmost importance to us, and we sincerely apologize for any inconvenience or dissatisfaction you may have experienced.

  Upon reviewing your file, we noted that you were informed at the time of purchase that the vehicle you acquired was a manufacturer buyback. As part of the purchase process, you signed a repurchase disclosure statement, which outlined the condition of the vehicle. For your convenience, we have attached a copy of this document for your reference.

  We understand that purchasing a vehicle is a significant decision, and we strive to ensure that all our customers are fully informed and satisfied with their purchases. If you have any questions regarding the information provided to you during the purchase process or if you would like to explore further options, we encourage you to contact our new General Manager, *******, at ************. ******* is dedicated to addressing your concerns and assisting you in any way possible.

  Thank you,
  ***********************

• Initial Complaint

  Date:02/01/2024

  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.

  Date of transation - 02/01/2024 I replaced 2 tires having bill amount 543.Arlington Nissan offered me a service for loan with Zero interest and zero service fee which we accepted and completed the loan agreement.But post signing the loan document , an additional fee of $22 was charged as service fee which Arlington Nissan completely did hide during the initial offer.So this is a case of information hiding to customer and misleading customer with wrong information.

  

  Business Response

  Date: 02/15/2024

  We had a recent conversation regarding your concerns with the DigniFi financing process.
  
  As we discussed, when you signed up for DigniFi financing, you were sent a link to your phone to complete the pre-qualification process. This initial step involves providing necessary information, including your Social Security number and monthly income, similar to the process of applying for a credit card. Following the pre-qualification, you are presented with the terms and conditions, as well as any associated fees, on your phone.
  
  I want to emphasize that it is crucial for customers to thoroughly read and understand the terms and conditions before proceeding with the financing agreement. It is outlined in the contract that, like any financial agreement, there may be fees associated with the service. Unfortunately, in your case, it seems there was a misunderstanding, and upon discovering the fees, you chose not to proceed with DigniFi financing.
  
  To address your concerns promptly, I reached out to DigniFi the following day to ensure that the transaction did not take place. I can confirm that no financing through DigniFi occurred, and you subsequently paid the bill using your credit card through Tekion pay.
  
  I want to highlight that it is the responsibility of each customer to carefully review the terms and conditions of any financial agreement before proceeding. This ensures a transparent understanding of the terms and any associated costs.
  
  If you have any further questions or concerns, please feel free to reach out. I am here to assist you in any way possible.

  Thank you,

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

  Service Team Leader

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

• Initial Complaint

  Date:12/05/2023

  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 bought a 2019 Range Rover Velar on 10-18-23 from Arlington Hgts Nissan. In the vehicle records the vehicle was inspected and after purchasing the vehicle I was assured that I could have my mechanic look at the vehicle. It was assured to me that I would have 15 days to address any issues with it. I brought it to the dealership on 10-26-23 when I saw the oil leaking on my garage floor. I took it to see why it was leaking and, on that date, they said well, it must have been from an oil change. They cleaned it off and sent me on my way this is why I went to have my mechanic look at it again because it did not make sense that that much oil would be from an oil change. My mechanic did an inspection and found that the engine seal was leaking. On the way home my entire center panel went completely black and when I would turn the steering wheel, I felt that the car made a sound and felt like it was slipping from under me. I went back to the shop, and they took my car for 14 days. I told them I didn't think I wanted this vehicle anymore. They stated they found the oil leak and would take my car to Land Rover to have it fixed for the malfunction in the center council. They stated they fixed it but after being lied to the first time I took it back to my mechanic the following Monday 11-20-23 and he stated it was still leaking also took a picture of the leak. I brought the vehicle back they kept it another 8 days and told me it was just a small drip and there was nothing more they could do after I showed them the picture. The council had been taken to Land Rover and there was a problem they addressed it. Nowhere on the paperwork provided to me states the work they performed to fix the oil leak. They sold me a bumper-to-bumper warranty that doesn't cover this repair and they claim it is a bumper-to-bumper. I believe this dealership committed fraud and misrepresented facts to keep my vehicle until my contract cleared the 15 days. I have taken time off my performance of work to go back and forth to the dealership to be gaffed off. I believe they sold me a warranty that added additional money to my financing. I paid for a vehicle that was in the shop longer than I had it in my possession.

  

  Business Response

  Date: 12/27/2023

  I want to express my sincerest apologies for the unsatisfactory service you experienced with our company. At Arlington Nissan, we are committed to providing exceptional service and ensuring the utmost satisfaction of our valued customers. It deeply concerns us that we have fallen short of meeting your expectations, and we take this matter very seriously.
  
  Please allow me to extend my personal apologies on behalf of the entire team for any inconvenience or disappointment you have encountered. Your feedback is invaluable to us, as it allows us to identify areas for improvement and rectify our shortcomings.
  
  Your satisfaction is our top priority, and we want to make things right for you. To address your concerns promptly and effectively, I kindly request that you reach out to our Fixed Operations Director, ***************. ************ is well-versed in resolving customer issues, and he will dedicate his time and expertise to ensure your matter is addressed appropriately.
  
  You can contact ******************* directly at ************ or via email at ************************* He will be ready and eager to listen to your concerns, understand your perspective, and work diligently to provide a satisfactory resolution.
  
  Once again, I apologize for any inconvenience this may have caused you. Rest assured, we are fully committed to rectifying the situation and restoring your confidence in our services. We greatly value your patronage and look forward to the opportunity to serve you better in the future.

  Thank you,
  ***********************

  HR Director

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

  Customer Answer

  Date: 12/29/2023

   
  Complaint: 20960577
  
  I am rejecting this response because:
  I am writing to bring to your attention a complaint that I have filed with the BBB and the Attorney General. I have been facing issues and incurring costs due to a purchase I made from the Arlington Hgts ****** location. I have attached the documents I sent along with the complaint to this email.
   
  During my purchase, I traded in a perfectly fine vehicle and left with an unsound one. I noticed oil on my garage floor and took it to the front desk, where I was dealing with *****. ***** had the technician who did the initial inspection look at it for 5 minutes and then showed me a video of him stating that there was no leak. However, I still felt that something was off as I noticed a slip when I turned, and the vehicle felt like it was going to roll over. I also noticed that my entire center council went completely black on my way to the shop the second time.
   
  I took the vehicle to my trusted mechanic, who has done work on my vehicle for the last **** years. He told me that I have a rear engine seal leak, which is a major repair. I took the vehicle back to your service again with the estimate of the repair that was needed, and the shop took the car in.
   
  At this point, I was dealing with **** and another round of false statements. **** took the vehicle in for 14 days while I was waiting for my paperwork to be completed. He stated that there was a leak found, however, he did not show me the part or the paperwork. I had to complain again because no one was keeping their word or telling me the truth. I am scared to drive this car because I dont know how much oil is coming out of the seal. The wheel slips when you turn it, and I feel that I was put off until my paperwork cleared.
   
  I brought the vehicle back a second time to fix it because I went to the mechanic again after I picked it up and he said it was still leaking. However, ***, the dealership manager, told **** that there was nothing wrong with the vehicle, and he gave it back to me. I still smell the oil every time I use it, and I wanted to return the vehicle during the entire time it was in your shop, but my request was gaffed off.
   
  I feel that I was forced to keep a vehicle that wasnt sound because I was put off and ran around. Also, I was sold a bumper-to-bumper warranty that doesnt cover this repair. I do not want it because I feel all they did was **** up my financing amount. I would like to request one of the following resolutions:
   
  - The vehicle should be repaired to sellable value at another location.
  - I should be reimbursed for my costs and time.
  - (OR) The vehicle should be exchanged for one that is sound, and I should be reimbursed for my costs and time.
   
  Thank you for your time.
  Sincerely,
  
  *****************************

  

  Business Response

  Date: 01/09/2024

  I want to express our sincere apologies for any inconvenience you may have encountered.

  During your visit from October 27, 2023, to November 16,2023, we aimed to provide the best service possible for your Land Rover. Upon inspection, we identified an oil leak issue related to the rear-main seal. We promptly informed you about the necessary repair, and due to the specific nature of the part, we had to order it from Land Rover.

  Regrettably, there was a delay caused by Land Rover sending the wrong sealing kit, leading to an additional day of service. We appreciate your understanding during this unforeseen circumstance. To mitigate the inconvenience, we provided you with a NO charge rental vehicle during the repair period.

  Following the successful repair of the oil leak, we facilitated the Land Rover-required software update for the center screen issue. Additionally, Land Rover recommended a brake fluid service, which we promptly addressed. The vehicle was thoroughly inspected both at Arlington Nissan and Land Rover, and no further issues were found.
  

  We understand that after Thanksgiving, you returned with concerns about an oil leak. Our team at Arlington Nissan conducted a thorough inspection, and no evidence of oil leaks was discovered. We value transparency and offered to show you the vehicle on the lift to address any lingering doubts. Unfortunately, you declined this offer.

  Should you have any questions or need additional information, pleases reach out to our Director of Operations, Chicagoland North, *************** at ************************ or ************.

  Thank you,
  ***********************

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

  Customer Answer

  Date: 01/09/2024

   
  Complaint: 20960577
  
  I am rejecting this response because: the company is not taking this complaint seriously nor making any efforts to address my concerns. 
  
  Sincerely,
  
  *****************************

  

  Business Response

  Date: 01/24/2024

  I want to express our sincere apologies for any inconvenience you may have encountered.

  During your visit from October 27, 2023, to November 16, 2023, we aimed to provide the best service possible for your Land Rover. Upon inspection, we identified an oil leak issue related to the rear-main seal. We promptly informed you about the necessary repair, and due to the specific nature of the part, we had to order it from Land Rover.

  Regrettably, there was a delay caused by Land Rover sending the wrong sealing kit, leading to an additional day of service. We appreciate your understanding during this unforeseen circumstance. To mitigate the inconvenience, we provided you with a NO charge rental vehicle during the repair period.

  Following the successful repair of the oil leak, we facilitated the Land Rover-required software update for the center screen issue. Additionally, Land Rover recommended a brake fluid service, which we promptly addressed. The vehicle was thoroughly inspected both at Arlington Nissan and Land Rover, and no further issues were found.
  
  We understand that after Thanksgiving, you returned with concerns about an oil leak. Our team at Arlington Nissan conducted a thorough inspection, and no evidence of oil leaks was discovered. We value transparency and offered to show you the vehicle on the lift to address any lingering doubts. Unfortunately, you declined this offer.

  Should you have any questions or need additional information, pleases reach out to our Director of Operations, Chicagoland North, *************** at ******************************* or ************.

  Thank you,
  ***********************
  ***********************************

  Customer Answer

  Date: 01/24/2024

   
  Complaint: 20960577
  
  I am rejecting this response because:

  The repair isnt done and i have not been reimbursed my out of cost expenses. 
  
  Sincerely,
  
  *****************************

  Customer Answer

  Date: 01/25/2024

  There was no indication of a brake fluid flush or parts or indication of any repairs on my paperwork nor are you standing in honor of your alleged repair because a mechanic is stating the leak is still there. It smells of oil and instead of going back and forth on this matter I would like the job to be done correctly and at a shop in neutral third party. We can have ****************** at ***** over see the repair done correctly. I also want to be compensated my out of pocket cost reimbursed to me. I also have called left messages to get this completed but it doesnt seem you call back your customers. I would like a date to bring it and have this repair done right and a check number for the reimbursement. I would like this to be addressed by the next correspondence.. 

  
  

  
  

  Thank you,

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

  
  

  

  Business Response

  Date: 02/15/2024

  I want to express our sincere apologies for any inconvenience you may have encountered.
  
  During your visit from October 27, 2023, to November 16, 2023, we aimed to provide the best service possible for your Land Rover. Upon inspection, we identified an oil leak issue related to the rear-main seal. We promptly informed you about the necessary repair, and due to the specific nature of the part, we had to order it from Land Rover.
  
  Regrettably, there was a delay caused by Land Rover sending the wrong sealing kit, leading to an additional day of service. We appreciate your understanding during this unforeseen circumstance. To mitigate the inconvenience, we provided you with a NO charge rental vehicle during the repair period.
  
  Following the successful repair of the oil leak, we facilitated the Land Rover-required software update for the center screen issue. Additionally, Land Rover recommended a brake fluid service, which we promptly addressed. The vehicle was thoroughly inspected both at Arlington Nissan and Land Rover, and no further issues were found.
  
  We understand that after Thanksgiving, you returned with concerns about an oil leak. Our team at Arlington Nissan conducted a thorough inspection, and no evidence of oil leaks was discovered. We value transparency and offered to show you the vehicle on the lift to address any lingering doubts. Unfortunately, you declined this offer.
  
  Should you have any questions or need additional information, pleases reach out to our Director of Operations, ************************* at ***************************** or ************.
  
  Thank you,
  ***********************
  ***********************************

  Customer Answer

  Date: 02/15/2024

   
  Complaint: 20960577
  
  I am rejecting this response because: This response is the same exact response from the last time. Is this becoming a  joke to this company because I am not getting a response to satisfy my requests. 
  
  Sincerely,
  
  *****************************