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:01/14/2025

  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.

  I have canceled my ************* on November 14th 2024 however the dealership is refusing to give me the refund , according to the ********************* I should get a full refund of 950$ .

  Business Response

  Date: 03/04/2025

  I actually handled this situation and provided the customer with this refund. The customer was very understanding on why it took so long but its been resolved.

• Initial Complaint

  Date:09/21/2023

  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 purchased a vehicle with The Autobarn end of August. They used deceptive practices to obtain $1750, by telling us after we questioned the charge that was the pre-disclosed aftermarket charge. It was, in fact, the warranty we refused no less than 7 times. Since then they have stated that they have processed that refund only after I threatened legal action. Now I cannot get them to refund the charge I paid personally for the chips in the windshield to be fixed. I would have just gone through insurance but the salesperson, *******, reassured me they would cover the cost. They will not respond to me at all after more than 5 attempts to contact.

  Business Response

  Date: 09/28/2023

  We have refunded the policy but the vehicle was financed and by law we have to refund any canceled warranty products to the lender. The customer canceled the windshield chip repair coverage which was a part of the policy she demanded be canceled. Customer signed off on all warranties and agreements there was zero improper treatment or deceptive practices as the product she requested to be canceled was in fact canceled. It typically takes ***** business days for the credit to reflect on the loan balance and that time has not elapsed as of yet but could be reflected already which the customer can contact their lender to check the status which was explained. 

  Customer Answer

  Date: 09/28/2023

   
  Complaint: 20639153
  
  I am rejecting this response because: as shown on the emails attached, the dealership stated they would address the chips on the windshield. This was never stated as, per your warranty rather seemed as a courtesy.  As stated previously, I would have gone through my insurance to address the chips had they not stated they would reimburse. 
  

  Also, in rebuttal to non deceptive practices, we were absolutely lead to believe that the $1750 was the aftermarket alterations. As I clearly asked is this where I decline the protection package coverage. I was told no this is not for that. Then, stupidly, we spoke for them and asked is this in regard to the aftermarket alterations and the Finance Manager replied yes. 
  

  What has not been addressed at all is the brakes that need replaced to the tune of under $900.  The mechanic said they should not have sold the car in that state. We have filed a complaint with the Attorney General as well to try and recoup our losses.  The dealership responded to my communication stating a warning light was not on so it was not an issue. Though they claim rigorous safety inspections are completed on each vehicle. 
  
  Sincerely,
  
  *******************

  Business Response

  Date: 10/11/2023

  The customer purchased a pre-owned vehicle which was inspected and sold with sufficient brake life remaining to meet safety standards. The mention of the sensors associated with the brakes was to merely point out in addition to the inspection performed that ***** come equipped with a brake lining sensor which is triggered and illuminates on the dash to inform the driver it is getting close to replacement time for the brakes which was not illuminated as well.  This was a used vehicle and was not represented as being  a new vehicle or anything more than a used vehicle, it was not marketed as having new brakes which in cases that brakes do not pass inspection and are not at safety standards we do replace them during the used car inspection process. All our vehicles are offered with warranty and abide by law with the complimentary offering of a 15-Day/500 Mile Used Vehicle Limited Implied Warranty of Merchantability for Powertrain Components. Aside from the items not being covered under the warranty or being brought to our attention during the warranty period. The customer did not provide any inspection or documentation, did not provide any details as to what brake components or any details at all other than a demand for money due to brakes, it was also never returned to any of our service facilities, and the customer simply emailed requesting $900 under threat of BBB complaints, bad reviews, and attorneys if we do not comply and send $900.  The customer's requested cancellation was performed in a timely fashion with the issued refund having since cleared and properly reflecting the balance due to the lien holder. Despite cancelling the warranty which covered the windshield chip repairs we agreed to reimburse the customer as a good will gesture which we have satisfied. We have more than satisfied our obligations as it pertains to warranties, good will, any and all promised or owed items or reimbursements falling within the scope of both covered as well as good will uncovered warranty items during the coverage period. This will complete our business with the customer as we have now fully satisfied all obligations and more. 

  Customer Answer

  Date: 10/12/2023

   
  Complaint: 20639153
  
  I am rejecting this response because: 

  I did, in fact, contact the business about the brakes stating that the technician would be happy to speak with them about what he termed the neglect of the vehicle in regard to the brakes.  For a business that practices high standards of customer service, an appropriate response would have been to follow up with education on the terms of the limited warranty per law as well as asking for something in writing about the cost of repair rather than ignoring the consumer.

  To continuously portrayal and reference to me as the, demanding customer only shows the lack of value you hold in your customers after they have paid you.  My demands came only because the business refused to respond to me directly after repeated attempts to multiple parties.  

  I also have not received the courtesy reimbursement for the windshield cracks as stated in the last response.  There has been no follow up on the businesses end to inform me of that being approved or submitted. To continuously state our business is concluded does not remedy your promise.   

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

  Business Response

  Date: 10/26/2023

  
  Customer requested cancellation of warranty product purchased to which we cancelled and reimbursed to ******************* Customer complained about chip in the windshield to which we offered reimbursement for the repair and did so. Several weeks later customer emailed requesting $900 for brakes to which we responded the brakes are a part of the standard used car inspection process and were over 30% life remaining if they were at 30% or lower the standard procedure is to replace also explaining *** vehicles are equipped with brake wear sensors that trigger a warning on the dash once they are near replacement levels. The customer never provided documentation for the brakes or brought the vehicle back to our service department for inspection to confirm any issues only requesting we send a check for $900 which is far beyond the price of a brake job. It is standard practice all vehicles are inspected prior to being put up for sale and if there are issues that surface after the sale we have always stood behind our product but cannot arbitrarily send a customer $900 without confirming an issue exists or even being provided documentation. 
  
  *******************; ************
  Autobarn Nissan 
  2201 Autobarn Place
  Evanston **  60202
  O:************
  C:************
  AUTOBARNNISSAN.COM
  The Autobarn Collection
  1910 Greenwood St
  Evanston **  60202
  O:************
  C:************
  THEAUTOBARNCOLLECTION.COM
  
  

  Customer Answer

  Date: 10/27/2023

   
  Complaint: 20639153
  
  I am rejecting this response because: The business has not, in fact, reimbursed for the windshield chips as they stated they have. I shouldnt have to do this, but I have added the original Safelite charge from my credit card as well as any and all refunds/credits to my account in that time frame (from the date of the original charge to now). It absolutely has not been refunded. Once again, I am in another situation where I cannot get answers from this dealership. My new loan provider needs the title. I called the original loan provider (TD Auto)  that the dealership used and they stated they never received the title. Now my new lender (Consumer Credit) is asking me to track it. Which I emailed the dealership on 10/19, now it is 10/27, and I have received no response. 
  

  I could care less about the brakes at this point as I know anything regarding this dealership is a lost cause, but the dealership knows I am not local and am not driving 3 hours back to them to remedy ongoing situations with this car. Especially with their poor communication and lack of customer service. 
  

  I do, however, want the promised refund of the windshield chips. I have also added the communication once more regarding these chips as this shady dealership loves to paint their customer in a negative light. I was nothing but kind and thankful.  
  
  Sincerely,
  
  *******************

  Business Response

  Date: 11/09/2023

  Sorry for the delay. Please review the concerns from ******************* that we have taken care of.
  I think this will satisfy the complaint.
  ***************************
  Business Manager
  ************
  ************
  ****************************************

  Customer Answer

  Date: 11/12/2023

   
  Complaint: 20639153
  
  I am rejecting this response because: due to previous statements of the refund being complete, I would feel more comfortable leaving this case open until the check is received in the mail. 
  
  Sincerely,
  
  *******************

  Business Response

  Date: 11/13/2023

  
  
  
  
  
  

• Initial Complaint

  Date:11/29/2022

  Type:Customer Service 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.

  My battery died on my vehicle and I called my tow service for a jump. I then made an appointment to have my car looked at. The representative told me that it was a ****** fee that would taken off the bill if the car has to get serviced / I ended up being charged for a new battery and labor.. The ****** was never taken off the bill. I am requesting a refund for the ****** as I was told that it would be deducted and an clear explanation of charges