ComplaintsforBill Kay Nissan

• Initial Complaint

  07/25/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I purchased a brand new 2023 Nissan rogue from this dealership on 02/10/24. I purchased a warranty through a third party that was advertised through the financial part of the sale. Once reading the reviews of the company who the warranty was through, I called the finance representative(************) and left voicemails on 02/13/24 and again on 02/14/24 without any response. I then emailed him on 02/15/24 and he responded on 02/16/24 with a cancellation form. I told him I wanted to cancel the entire warranty and have it switched to a NISSAN manufactured extended warranty or completely canceled because of the horrible reviews the company(fidelity)had. I sent numerous follow up emails over the last few months to different people at the dealership and have not heard back from ANYONE! I even left numerous voicemails for *** AND ******* in the finance department and have not heard back. My last voicemail even said I was going to contact the BBB if I didnt hear back and still nothing. I also was told by ***** at the dealership they would order me a towing piece cover because ours was missing when the car was purchased and I am still waiting for that. I have tons of texts to and from ***** promising it will be ready soon and I have not heard from him since 05/13/24. He told us he had it ready for us in March and when we arrived, he gave us the one from the showroom vehicle that was all scratched up and said he would have our new one soon and that was over 4 months ago. We have purchased 4 brand new vehicle from them and recommended several family and friends to them and I am totally shocked by the treatment we have been provided during the situation. It is really like we dont even exist. I contacted corporate as well and they said I have to go through the dealership directly for a warranty issue. Please help!

  

  Business response

  07/25/2024

  Dear ***************************,
  
  Thank you for bringing your concerns to our attention. We sincerely apologize for the inconvenience and frustration you have experienced regarding your third-party warranty and the missing towing piece cover.
  
  We regret that your attempts to contact our finance representatives have gone unanswered and understand how this lack of communication has caused you distress. This is not reflective of the service standards we strive to uphold at Bill Kay Nissan.
  
  To address your concerns:
  
  1. **Warranty Cancellation and Replacement:**
     - We acknowledge your request to cancel the third-party warranty and switch to a Nissan-manufactured extended warranty. We will expedite this process immediately.
     - Please expect a follow-up call from our finance team within 24 hours to confirm the cancellation and discuss the next steps.
  
  2. **Towing Piece Cover:**
     - We apologize for the delay in providing the towing piece cover. We understand your frustration with the scratched piece given from the showroom vehicle.
     - We will ensure that a brand new towing piece cover is ordered and delivered to you promptly. We will provide you with a status update within the next 48 hours.
  
  We value your continued trust in us, having purchased multiple vehicles and referred family and friends to our dealership. Your satisfaction is our priority, and we are committed to resolving these issues swiftly.
  
  Please contact me directly at ************* if you have any further questions or concerns. We appreciate your patience and look forward to resolving this matter to your satisfaction.
  
  Sincerely,
  
  ***************************
  Executive Manager
  Bill Kay Nissan  
  *********************************

• Initial Complaint

  06/28/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a vehicle from them in January of 2024, I gave a $1500 down payment for the vehicle. The vehicle was sold as is but I havent been able to drive the vehicle for the past two months due to transmission issues.Car hasnt been driven since May. I got an oil change on the car in March.I reached out to them, they are willing to let me trade the vehicle in but I have to put a down another down payment. Didnt even offer to fix the issue, Im paying for a car that I cant even drive

  

  Business response

  07/24/2024

  We appreciate your feedback and sincerely apologize for any inconvenience you have experienced. Our goal at Bill Kay Nissan is to ensure every customer is satisfied with their vehicle purchase and service experience.
  We understand that ****** had concerns regarding a possible transmission issue with her vehicle. Unfortunately, she has never brought the vehicle into our service department for any evaluation or diagnosis as we requested. When she initially contacted us to discuss trading in her vehicle, we promptly acquired a bank approval for the transaction. However, despite our efforts to reach ******, we have not received a response to move forward with a resolution.
  We would like to resolve this matter promptly and to satisfaction, whether it be through a trade-in or exploring other potential solutions.
  Thank you for your understanding and cooperation.
  

  Sincerely,
  ***************************
  Executive Manager
  Bill Kay Nissan

  Customer response

  07/24/2024

   
  Complaint: 21914695
  
  I am rejecting this response because:
  
  Sincerely,
  
  *****************************

  Customer response

  07/25/2024

  There was an offer of trading the vehicle, however, another down payment was requested and that is where the problem for me is. I just purchased the vehicle January 19th 2024 with a down payment and as of May 13th 2024 the car hasnt been drivable due to transmission issues. Why should I have to pay another down payment to trade in a vehicle that I barely drove 5 months. A vehicle that I have been making my payments on faithfully every month.

  

  Business response

  07/25/2024

  Dear *****************************,
  
  Thank you for providing additional information regarding your situation. We understand your frustration and apologize for the inconvenience you have experienced with your vehicle.
  
  We acknowledge your concern about being asked to make another down payment for trading in your vehicle. Given the circumstances, including the significant transmission issues and the fact that your vehicle has been undrivable since May 13th, 2024, we understand why this is a point of contention.
  
  We are committed to finding a fair resolution for you. We will review your case thoroughly and explore alternative solutions that do not require an additional down payment. Our goal is to ensure that you have a reliable vehicle and that you are not burdened with undue financial strain.
  
  Please provide us with a phone number that we can reach you at directly, due to our failed attempts with the information that we have on file. If you provide an accurate phone number, you can expect a call from our team within the next 24 hours to discuss your case further and find a suitable resolution. We appreciate your patience and continued cooperation.  Or you can contact me back directly at *************.
  
  Thank you for bringing this to our attention. We look forward to resolving this matter to your satisfaction.
  
  Sincerely,
  
  ***************************
  Executive Manager  
  Bill Kay Nissan  
  *********************************

  Customer response

  07/27/2024

   
  Complaint: 21914695
  
  I am rejecting this response because:
  This offer shouldve been made back in May when I first reached out about the issue, not after I filed a complaint with the BBB. I have now been forced to borrow money from my 401k to get the car fixed. I am longer interested in doing business with Bill Kay Nissan in Downers Grove IL.
  Sincerely,
  
  *****************************

• Initial Complaint

  08/03/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  There was a recall on Nissan 2013 Altima models for failed headlights. The dealer is unwilling to honor the recall and blaming Nissan corporate. Contacted Nissan corporate and they said the deler is resonsible. Being bounced back and forth between the delare and Nissan Coporate. Please help.I had to spend my own money to get this done as drving in teh night was becoming near immposible.

  

  Business response

  08/04/2023

  I have reviewed the complaint for **************. I have has run and attached a copy of the Carfax report for his 2013 Nissan Altima.  There are no open recalls showing for this vehicle that would need to be addressed.  The vehicle has also been in more than one previous collision.  One rear end collision, and one front end collision. If any previous repair was done due to an accident, there is no type of warranty coverage there after.  There is also no record that any work was done at a Nissan dealership for a headlamp repair.  The diagnosis on 7/21/23 was the headlight assembly was dim and needed to be replaced. No work was completed.

  If you have any further questions please feel free to contact *************************** at *************

• Initial Complaint

  06/29/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On September 15, 2021 I went into this establishment to get a new transmission replacement as the Nissan *** transmissions are deemed very unreliable ! Unbeknownst to me I would run back into another issue with this new transmission thats barely 3 years old! My car completely shut down and became incapable to drive !! There is no way I should need a new transmission unless the manufacturer are selling faulty transmission replacements considering we know how incapable the *** trans are of having a useful car !

  

  Business response

  07/03/2023

  We have contacted **************** to address her concern with her 2019 Nissan Sentra. The vehicle was not purchased here, nor sold here. She did verify that the transmission was replaced on 9/15/21.  She understands now, and at that time, the replacement transmission came with warranty coverage for 1 year and ****** miles. ***** the transmission has been replaced, any warranty has expired on time and miles.  The current information of a transmission issue has been diagnosed at a local shop.  It has not been brought back to Bill Kay Nissan.  We invite **************** to bring her vehicle in to our service department for evaluation so we can take steps to evaluate how we can help her.  The vehicle now has over 100k miles on the odometer.  We also offered to follow up and see if there is anything that can be done, in regards.to the manufacturer. 

  Thank you,

  ***************************, Executive Manager

  Customer response

  07/05/2023

   
  Complaint: 20255575
  
  I am rejecting this response because: On Monday I received a call from this dealership explaining my issue ! I was told that this was a manufacturing issue opposed to a dealership issue; which I find very conflicting, nevertheless, I was told that once the managers spoke I would get a call on Wednesday, to figure out a solution. Which I DID NOT receive a call or have I heard anything back from ************* since Monday! The car is not drivable considering this transmission malfunction which means I would have to pay out of pocket to get the car towed over to the dealership , so because I never got the okay to bring it, would make sense that the car has not been brought to the Dealership, I explained to the manager that regardless of the warranty theres no way that a supposedly new transmission shouldve slipped not even 3 years later !
  
  Sincerely,
  
  ***********************

• Initial Complaint

  03/15/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In June, 2022, I purchased a 2022 Nissan Pathfinder from Bill Kay Nissan. My initial experience was great! I thought what I was receiving is what I purchased. It was not. ***** in sales did not inform me that the vehicle was not a Platinum, because the dashboard had been downgraded. What's important here is that the downgrade was on the sticker! But, when I came in to purchase the vehicle, this was not pointed out to me! The dealership hid the fact that the dashboard had been changed out and a $260.00 credit adjustment had been made. The difference in the downgrade is easily $1,600.00! But, the price of the vehicle did not change. I found out about the dashboard when I went to another Nissan dealer in January, 2023 and a salesperson pointed out that I had the wrong dashboard. Please know that I came in at 8:00 p.m. because ***** insisted that I had to come that day because the vehicle had just arrived! I called ***, *****'s boss and explained to him what was going on and he said he did not know anything about it! He said he would get back to me. That was over 4 weeks ago! I also contacted Corporate and did not get any help. Also, The backseat was damaged, and took over 2 months to be fixed. I decided to purchase a different vehicle because this vehicle is nice, but it is not what I wanted. I called *************** on 3-10-23 and spoke w/******* in fiance and told him that I want to cancel the extended warranty, which does not kick in until ****. I told him that I purchased it using my credit card, He said, "great!" He said I had to come in on **** and sign a cancellation form and odometer statement and a check would be mailed to me. He changed his story the next day! I spoke with ***, who did the original deal. She said the warranty was part of the contract. NOT TRUE! The $3,260.00 was for the ** only, not a down payment! I stressed that! She pointed it out several times that it was separate and not included in the loan! With a smile. I was deceived. Please help me.

  

  Business response

  03/28/2023

  I have reviewed the documentation relating to *********************************** purchase of a new 2022 Pathfinder from Bill Kay Nissan.  Upon review of the documentation for this purchase. ******************************* has signed contracts and bill of sale with agreed upon numbers showing a down payment of $3,216.  There was a warranty purchased and included in the finance contract.

  Bill Kay Nissan will process the cancellation of the warranty as requested by *******************************. This will refund the warranty cost as requested through this complaint by *******************************. The resulting refund must go to the lender on the customers behalf to reduce the amount of the loan acquired to finance the vehicle and warranties.  

  Bill of Sale Document is attached.  Please feel free to contact me if anything is needed to close this complaint.

  Thank you,

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

  Executive Manager

  Bill Kay Nissan

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

• Initial Complaint

  11/26/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On November 22, 2022, I visited Bill Kay Nissan in Downers Grove. I would first like to say that my experience with Bill Kay Nissan was a pleasant one. My boyfriend accompanied me on my journey to find a car and we were met by a Salesman. We went on two test drives. I test drove a 2023 Nissan Kicks and a 2017 Nissan Rogue. After the end of the test drives, I asked for an approximate percentage rate and monthly payment for the Kicks. I was told that in order to get this information the dealer would use a soft pull. I asked multiple times to verify that this inquiry would not show up on my credit report. My boyfriend even asked on my behalf if this would be a soft pull and the Salesman assured us that it would be a soft pull because all he needed was my credit score. Having had been assured that this would be a soft inquiry, I signed the credit check consent papers. In the end, I was not ready to make a decision that day. The next day, I wake up and I receive notifications from both Experian and Credit Karma stating that there was a hard inquiry on my credit report from Bill Kay Nissan. Upon seeing this information, I called the dealership and spoke with the General Manager. I explained to the General Manager what happened the night before and what was communicated to me by his Salesman. The General Manager then informs me that they did do a hard pull on my credit, but they did not share the information with the banks. I expressed to the General Manager again that his Salesman explicitly stated multiple times that this would be a soft pull. He told me that he could not verify the conversation because he was not there and he apologized for the inconvenience. This, to me, is an unsatisfactory response due to the nature of the misinformation. I would not have consented to the credit check if I knew it would be a hard inquiry.

  

  Business response

  12/09/2022

  Thank you for giving us the opportunity to address ***************************** concern.  I have read her concern and have reviewed all documentation signed during her dealing with Bill kay Nissan on November 22, 2022.

  On review of all documentation, it is clear that ********************** has filled out and signed an application requesting her credit information be pulled in order to correctly receive payment quotes on vehicles she was considering for purchase.  It is a policy of Bill Kay Nissan to comply with all state and federal guidelines in regard to application handling and processes. A copy of her signed application for credit is attached.  Before presenting the requested payment quotes, ********************** was presented with the federally required "Credit Score Disclosure Notification" that clearly states that her Experian Credit report was pulled.  A copy of her signed acceptance of this form is also included.

  Dealers are required on the Equal Credit Opportunity Act and Fed Regulation B, as well as the Fair Credit Reporting Act, to send Adverse Action notices to their customers within 30 days.  This letter informing of Adverse Action is copied and attached as well.   

  On behalf of Bill Kay Nissan, I apologize if there was any misunderstanding in our process.  Based on regulated documentation ************************ did sign acknowledgement on the credit application authorizing a credit pull and signed the Credit Score Disclosure Notice/Understanding your Credit Score acknowledging the credit was pulled.  We appreciated the opportunity and would absolutely welcome the opportunity to earn ********************** business.  There is no action that will be done to remove what is required by law to be reported for the inquiry.

  Thank you,

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

  Executive Manager

  Bill Kay Nissan

• Initial Complaint

  08/25/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Summary: Purchased sunroof from Bill Kay Nissan - They sent the wrong sunroof and currently 8/25 have not refunded the money for the sunroof and my shipping fee to return it to them. The current correspondence indicates they may not refund the money at all. (8/25 from ***********************)Early in July 2022 I called the parts department, provided the *** number of the vehicle to confirm the correct part. I received the product and within a few days used the chat bot online to ask for help to return because it did not fit the vehicle. After not response I called the dealer.I was asked to send pictures of the part on the car, the *** number, and the part number on the sunroof (I could not find one, and they agreed that it may not have one). I was told in email that I could return it and they would refund me if and when Nissan refunded them.They insisted they sent the right part and they could not confirm that I did not switch the part on them? In daily and weekly calls and 10+ emails I did everything they asked and even took it to another Nissan dealer to show them the part and my car and the confirmed in person it was the same *** and did not fit. The entire time I was told that I had the burden of proving they sent me the wrong part. They took back the original statement of a full refund if Nissan refunded that they sent on 7/20 and told me I would only get 75% back and I would have to pay for shipping. I returned the part and today I was emailed that I may not get any refund because a sticker was defaced on the outside of the box. I told them I was looking under the sticker for identification numbers as they were constantly asking me to identify the part. I was never told to protect or maintain any sticker.This entire process has put the burden on me the customer, when I was counting on them to simply send me the right part for my car.

  

  Business response

  08/27/2022

  ***,

  I apologize for your poor experience thus far.  I will investigate further into this situation on Monday and find a resolution.  Thank you for your patience on this matter.  If you have any further questions at this time or would like to discuss further my phone number is **********************

  Sincerely,

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

  Executive Manager

  Bill Kay Nissan

  Customer response

  09/02/2022

   
  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.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  06/09/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  The sunroof on our 2018 Nissan Rogue started leaking about a month ago, due to the gasketing surrounding the sunroof coming loose from the pane of glass. We were able to see the gasket was allowing water to enter into the cab. I placed blue painters tape over the gasket on the exterior of the sunroof to stop water from further entering the vehicle, and as a visual aid to help the mechanics see where the problem was coming from.We made an appointment with Bill Kay Nissan of Downers Grove, IL and brought the vehicle in for service on the evening of Wednesday, June 8, 2022. Our actual appointment was for Thursday, June 9th, 2022 at 9:30 in the morning. Around 11:00 on Thursday, my wife received a call telling her the vehicle was ready for pickup and the cost of the "repair" was $450. We arrived at the dealership at 1:00 pm and noticed immediately the blue painters tape was still on the sunroof exactly the way we had initially placed it, and the vehicle was visually dirty.Completely confused by what we observed, we went in to speak with our service advisor. He told us the "tubes were cleaned" and the vehicle was good to go. We asked him to come outside and explain to us why the tape was still on the vehicle exactly the same way it was brought in (meaning the sunroof was never even opened). We removed the tape exposing the damaged/sunken gasketing which was allowing water to enter the vehicle. The mechanic was no where to be found. The service advisor opened the sunroof and tried explaining that the "tubes were cleaned out". Impossible because the sunroof was never even opened, and the opening of the "drainage tubes" were visually filthy. Nothing was done. The mechanic phoned the service advisor and tried to tell him he cleaned out the tubes, and then "put the tape back"! He PUT BLUE PAINTERS TAPE BACK ON A LEAKING SUNROOF.I am outraged that absolutely no work was done and the dealership was trying to charge us $450! Now they want to charge us more for the gasketing

  

  Business response

  06/20/2022

  Our assistant service manager, *********************, worked with ******************** to resolve the issue and get his sunroof repaired.  This has been resolved and the customer has been satisfied.

  Thank you,

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

• Initial Complaint

  02/25/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  They told me price of the car was ****** also they have online in that price, they sell it to me in ******, they also sell me a warranty with even ask me, the worst thing they did to me they charge me ***** for dealer misc. Im so frustrated right now I ended up with a ****** car **** i put ***** down and Im financing ****** the person who did all the papers dont even explained to me I tough I was getting a good deal but when I get home I revised my paper and realized I ended up with a payments of 72 months for 400 dollars please help

  

  Business response

  03/08/2022

  ************ had purchased his 2017 ******* Accent vin: ***************** from Bill Kay Nissan on 2/25/2022.  He did in fact purchase the vehicle for $13,900 as advertised.  He also purchased an optional vehicle recovery system and optional appearance protection for his vehicle.  All were presented, fully disclosed and accepted by ************.  The documents have all been attached for review.  

  We have reached out to ************ and spoke directly with him and his wife.  We reviewed all of his documentation and all of the additional coverage he elected to purchase.  After reviewing the deal again with ************ he assured us he just misunderstood.  We feel we have resolved this case and now have happy customer in ************.

  If any additional information is required, please feel free to contact, ***************************, Executive Manager at Bill Kay Nissan. *************

*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. ↩