ComplaintsforZeigler Nissan Gurnee

• Initial Complaint

  04/30/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On April 3rd, my wife purchased her vehicle from Nissan in Gurnee. I also purchased my vehicle from Nissan Gurnee on April 6th. While driving my vehicle around, it stated that it had 9% of oil remaining. I contacted the Nissan in ******* (since it is closer to home) to schedule an oil change for April 9th at 3:40PM. The service gentleman I dealt with came over to me showing me that my wheel alignment was terrible and needed to be re-aligned ($166.90 for oil change/wheel alignment). I told him to go ahead and do the wheel alignment as I didnt want to drive with bad wheel alignment. My car was on the wheel alignment machine all the way from 4:30PM to 7PM when the service department closes. At 7PM, I was handed my keys by the service gentleman and was asked to come back within the next couple of days to have certified technicians make sure the wheel alignment was done correctly. Why would they have non-certified technicians look at my vehicle to begin with?! I came back the next day to have their certified technicians make sure my wheel alignment was done correctly (the wheel alignment this time took 2.5 hours)! My wife made an appointment at the Kenosha Nissan for April 10th at 7AM due to her vehicle making a grinding noise by the front passenger wheel. April 10th came around (10AM) and she had not heard anything from the dealership, so she gave them a call to ask for an update. The gentleman that she spoke to on the phone told her they hadnt looked at her vehicle as of yet due to a flood of oil changes that came in that morning. She questioned them as to why oil changes came first when she scheduled a 7AM appointment. 1PM came around and she had still not heard back from the dealership, so she called them again for an update. This time, she was told that the technicians were just starting to look at her car. A couple hours later, Kenosha Nissan stated that the noise was a loose bearing on the air suspension and quoted her over $7,000 for repair. When we purchased our vehicles, we also purchased a 4-year bumper to bumper warranty. My wife mentioned that to the service gentleman to see if this repair would be covered under that warranty. The service gentleman stated that they cant yet see the warranty in the system and recommended we take the vehicle back to the Gurnee Nissan dealership where it was purchased. April 10th, we drove her vehicle down to the Gurnee Nissan dealership. They told us they would look at the vehicle the next day (April 11th). When we dropped the vehicle off, we told the service department/sales rep who we purchased our vehicles through, everything that transpired over at the Kenosha Nissan dealership. They asked why I had the oil changed and wheel alignment done as that is done before I drive the vehicle off the lot when the car is purchased. If the oil change percentage was reset properly, I would have not gone to get any of these services done to begin with. April 11th rolls around and Gurnee Nissan contacted my wife. They stated the issue with her vehicle was a loose vent bracket and stated it just needs to be tightened and that the cost to get that done would be $100. The work was done during the day and after work, we went to pick the vehicle up. As we were driving her vehicle around near home, the same noise came back. We then brought her vehicle back up to the Gurnee Nissan on April 15th for them to re-take a look at it. We sat in the waiting room this time until they were able to figure the issue out. The service woman came and told us that the technician figured out what the issue is and this time stated it is a lower control arm that needs to be replaced. She told us it would cost $1,300 to get that replaced as the part itself costs $900. My wife had mentioned to the service woman that she saw the part online for $600. The service woman then spoke to her technicians and was able to purchase the part for $600, which reduced the overall cost of the repair to $1,000. We had asked if that would be covered under our warranty and she told us that management stated it would not be as our warranty doesnt start for 90 days after our vehicle purchase (which is completely wrong). My wife and I then went through our entire warranty agreement line by line and highlighted everywhere that shows the warranty starts on the day of vehicle purchase. We then sent that to our sales rep/service woman we were dealing with. We then contacted the warranty company to get the status of the warranty, they stated it was pending and the dealership needed to call them to get it activated. We also confirmed with them that the warranty starts on the day of our vehicle purchase per the service agreement terms and conditions paperwork. My wife contacted the finance manager and told him all of this information. He told her she is correct and that the warranty coverage starts on the day you purchase the vehicle. He then told her he would see what he is able to do and contact her back. After my wife trying to get in touch with the finance manager/service woman multiple times with no answers and no callbacks even after leaving voicemails, she finally received a call April 18th from the service woman. The service woman stated that the finance manager was supposedly waiting on a call back from the warranty department to activate my wifes warranty and she would submit a warranty claim on April 19th. Oh, and did I mention on our service agreement it states that the warranty claim must be submitted prior to any work being done on the vehicle. The technicians supposedly did the work while the service woman we were dealing with was on her off day, April 17th. My wife asked the service woman to call her with an update April 19th before the service department closes. My wife never received a call so she instead contacted the warranty company at 3PM on April 19th to see if a claim was submitted. The warranty department stated that the claim has been submitted and could take up to 2 business days to get an answer. They also stated that the claim may get rejected due to it being a claim within the first 90 days and/or ***** miles of the effective date and will be considered a pre-existing condition. There was absolutely NOTHING wrong with the vehicle when we test drove the vehicle and it didnt start happening until 4 days after the vehicle purchase. On Friday, April 26th, my wife received a call from the Nissan dealership stating that the warranty had covered the repair but that my wife would have to pay a $100 deductible. We headed to the Nissan dealership later that day to pick her vehicle up. When we got 2 miles from home, the same noise came back yet again. We contacted the warranty company stating that the issue was not fixed and that we would be taking the vehicle to a Jeep dealership this time as they will probably know better about the issue that is going on. We scheduled an appointment at the Jeep dealership on Monday, April 29th. **** contacted my wife later that day stating that the issue is the steering rack and pinion box and would be a $5,000.00 repair. Jeep contacted our warranty company to see if this would be covered under the warranty. The warranty inspector went to Jeep on Tuesday, April 30th and test drove the vehicle to listen to the noise. Supposedly within a 5-mile drive, the vehicle didnt make any noise while the inspector was driving the vehicle so they will not pay for the repair. My wife was absolutely sold a lemon! We should not have had to pay $200 in deductible on repairs that werent even the issue to begin with. I would not recommend taking your vehicle to Nissan in Kenosha or Nissan in Gurnee!

  Business response

  05/02/2024

  The vehicles were inspected prior to being listed for sale and were operating as intended by the manufacturer.  Customers first brought in the vehicle stating there was always a creaking noise while driving. Upon technician inspection, there was visual bent damage to a bracket on passenger side. The technician adjusted (straightened) and retorqued bracket.  The customer then returned with the same complaint a few days later.Upon further inspection the technician found play in bushings and joints,recommended replacing front lower control arm (passenger side) Customer agreed to repair estimates and further review we found extended warranty covers repairs. The control arm was replaced, and the vehicle was test driven to verify repairs. 

  Customer response

  05/03/2024

   
  Complaint: 21646767
  
  I am rejecting this response because: there is no way this vehicle was inspected prior to being listed for sale. Especially if your service technicians found other issues (bent bracket/lower control arm) right off the bat when bringing the vehicle in for the creaking noise and the "issues" they found weren't even the correct fix for the noise taking place. The creaking noise started happening a couple days after my wife drove the vehicle off of the lot (no noise occurred while test driving the vehicle around multiple blocks before purchasing). After purchasing the vehicle and bringing it home that night, it wasn't driven for a couple days. Then, the next time it was driven, the noise occurred. With that being said, there is no way the bent bracket/lower control arm was caused from us driving the vehicle. These findings must have been present before the vehicle was listed on the lot for sale. 
  
  Sincerely,
  
  *******************************

   

  Business response

  05/03/2024

  As you pointed out, the issues were not present on the vehicle when you purchased the vehicle.  A few days later it after your wife drove it, the issues suddenly appeared.  As our service team previously advised, it was our opinion that someone hit something with the vehicle (curb, large pot hole...etc.) AFTER it was purchased.  The foregoing notwithstanding, Zeigler made the repairs to your vehicle and is not placing blame.  

  Customer response

  05/05/2024

   
  Complaint: 21646767
  
  I am rejecting this response because: that is a complete lie. We came home and parked the vehicle in the garage for the weekend. She drove it to work a couple days later, and that is when the noise started happening. I believe that she was sold a lemon with pre-existing issues that were not disclosed. I believe that your business rigged the vehicle so that the vehicle could sell and then whoever purchased the vehicle was stuck with the problem. 
  
  Sincerely,
  
  *******************************

• Initial Complaint

  05/03/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My vehicle was involved in an accident and this buisness had me under knowledge that my insurance had been properly transferred over to my new vehicle I traded in to get through them but now im having extreme issue with insurance claim saying thats not the case. Zeigler nissan in Gurnee I've attempted to contact them now twice via phone call and at first ******* (in management) was acting very helpful and trying to trace my information and told me to give him time. The second time I reached out he told me that he isn't helping me. April 21st 2022, I brought my nissan versa to trade in and the insurance info which was given to my sales person to be transferred over to the vehicle I wanted to purchase but they couldn't sell me it, then tried to sell me a car with a serious issue in the engine and they immediately sent it to auction, then hours later ending up showing me a nissan rogue which I started the process of purchasing, all in all I was there for 8 hours, my salesperson kept leaving frequently, ******* said that this person no longer works for them and is reluctant to pull logs for me. I paid every month automatically into this founders insurance for an entire year, Driving around almost every day with my diabetic son in this vehicle which I fully belive to be insured. I need resolution to this serious issue, I left that dealership fully believing my vehicle was insured that I had paid for.

  Business response

  05/04/2023

  The customer appears to be complaining that his vehicle was in an accident, it wasn't insured, and that its the dealership's fault.  Customers/drivers are responsible for their own insurance.  The dealership is not responsible to switch insurance for someone.  It is unclear why the customer believes this is the dealership's fault.  

• Initial Complaint

  03/29/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I was charged for services that shouldnt of been done and when I was told Id get a response the manager never got back to me its been 2 weeks.

  Business response

  04/06/2023

  I'm writing today to respond to Mr. ********** concern. ****************** came to Gurnee Nissan to get some repairs done, which were completed. We advised him of additional work that needed to be performed and he decided to have an independent technician look at. Once there, there was a supposed leak coming off a part we had installed. He decided to have another part installed versus returning to the store where the part would of been covered under warranty and no charge to him. We have reached out to discuss and have offered a one time Goodwill of $350 which to my knowledge has not been accepted. He initially stated he was looking for $400 then moved the bar to $500. ****************** could of had the repair done at no charge if he would of just came back to the store. We value his business, which is why we offered a one time Goodwill payment. 
  
  *************************
  
  Executive Manager
  Zeigler *****************

• Initial Complaint

  01/21/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I brought A 2016 Dodge Journey from ******* Nissan of Gurnee first thing happen no gas cap they gave it to me, a month later we had to bring the veh back for , then shortly after that oil leak started happening we then visited them advised that the engine may be blew because we were told thats what it sounds like they refuse to take the vehicle in and tried to get us to get another vehicle but not do a trade in I only had this vehicle for 6 months and cant drive it they told me theres nothing they can do for me I have a loan with my bank that have ****** left

  Business response

  01/27/2023

  We are sorry the customer is having trouble with their vehicle.  Unfortunately, used vehicles can sometimes require repairs.  In this case, it looks like the customer first experienced engine troubles approximately 6 months after sale.  This customer purchased a 3rd party vehicle service contract at the time they bought their vehicle, but then cancelled the same two weeks later.  It is likely that the current engine problem would have been covered by the service contract that the customer chose to cancel.  

  We understand that it is frustrating when a vehicle requires repairs, but there are no dealer warranties on this vehicle.  The customer purchased the vehicle AS-IS.  The foregoing notwithstanding, Zeigler is willing to offer a significant discount on the service and parts necessary to fix the customer's car (and in-fact ********************** has already conveyed this directly to the customer).  

  Customer response

  01/31/2023

   
  Co

  I am rejecting this response because: I did get the warranty but I couldnt afford it so I decided to go in good faith that good business was conducted but instead as me being pregnant woman and emotional I was taken advantage. I havent even had the car for a full six months and I have been given all types of problems with the vehicle. I have been calling about the vehicle and getting the run around. 
  
  Sincerely,
  
  *************************

  Business response

  02/06/2023

  The customer was aware that they were purchasing the car as-is without any dealer warranty.  It is a used automobile.  The customer initially purchased an extended service contract, but then cancelled the same.  Unfortunately, there is nothing Zeigler can do in this situation.  

• Initial Complaint

  10/14/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  I saw an ad for a used 2020 Acura MDX on auto trader with a listed price. I called to confirm it was available. I drove more than an hour to see the car. The salesman said there was a deposit on the price of the car, but the car could be purchased. I asked him to explain and did not get a satisfactory explanation. I took the car for a test drive and liked the car, asked if there was room on the price and was told no. I offered the full price to be paid in cash. The salesman came back with a contract $8000 over the price and I informed him I wanted to pay the asking price plus tax. He returned with the sales manager telling me I could not buy the car for the advertised price. The dealer did not agree to sell the car at the price he put n the car

  Business response

  10/17/2022

  There appears to have been a misunderstanding about some of the optional packages that were offered to the customer.  Since receiving this complaint, Zeigler's management team has reached out to ************ to explain the misunderstanding.  The car is being held for ************, who stated that he would come in to purchase the vehicle on Wednesday, October 19, 2022 for the advertised price plus tax, title, and license.  

  Customer response

  10/23/2022

   
  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

  08/30/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  on 6/16/2022 I drove an hour and five minutes to this dealership to inquire about a 2017 Chrysler Pacifica that was on sale for $20,944. I got there and test drove the vehicle with my boyfriend. I stated to them I would not purchase this vehicle unless the brakes were fixed as there was a noticeable problem wrong with it. They said "safety is our number one priority, we won't let anyone leave here if the vehicle is not safe to drive." So I told them i would buy the vehicle if it was fixed. Anyways they ran my credit numerous times to find a loan provider. I would just need to get a warranty on my vehicle because thats the number one thing everyone needs when having a loan on a vehicle. They said of course we will get to that. I pay my deposit and go to the waiting area to wait for another person to sign documents. Went into a seperate room for the people selling "zguard protection plan" ask a lot of questions, and the number one thing was me having to drive over an hour away to get my vehicle cleaned. they said " you can give us a call to scheudle an appt and we will set up an appt by you so you don't have to drive so far! Boom! sold. Signed papers and paid for it out of my pocket. next went to sign papers to buy the vehicle. I left that day with no vehicle so they could fix it. Go back the next day and pick up my vehicle and they didn't fix the brakes. they said there was no issue with it. which is a lie. I contacted them a week about my vehicle as there were problems wrong with it and they just transfer me to the sales department which has nothing to do with my vehicle problems, since they never offered me a warranty after i asked about it five times while i was there. I call a month after i bought my vehicle to schedule an appt for my vehicle to get cleaned and now it's " we dont do that, dont make appts near you" I have contacted them numerous times with no response back. They have lied to me, and also overcharged me over $3,000 'false advertise"

  Business response

  09/07/2022

   ***************************** visited Zeigler Nissan on June 16th , 2022, and purchased a 2017 Chrysler Pacifica. ******************* had concerns over pricing. She came back in and went over all the paperwork and numbers; after reviewing everything she left satisfied.  She was provided with a loaner so that the brakes could be repaired as discussed.

  Customer response

  09/09/2022

   
  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. Contacted me directly right away, and from the start we resolved the problems I had. Was very straight forward with what he can do to help me and make things right! He explained everything I had questions about and helped me understand it! They Took my vehicle to fix it and gave me a loaner vehicle. Went to pick up my vehicle 9/9/22 they did more then expected which was a blessing! They replaced my brakes and rotors! Updated my tcm, detailed and cleaned my vehicle to reapply the zguard protection, and filled up my gas tank. I was then presented with a check so I can pay a car payment. For the troubles I have gone through. Going forward I will always contact *************************! He was more then helpful through my whole process. And I am pleased with the services I have gotten! This problem has been resolved. 
  
  Sincerely,
  
  *****************************

• Initial Complaint

  08/29/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I went looking at a vehicle. I was told to put $100 down to save the deal till I decided yes or no. Ended up not doing it, and I still have not received my money back. They are now saying that they cant do it without a receipt. I was told I didnt even need to come back to get my money back. This was 2 months ago. I know $100 is not a lot to some, but to me it could mean groceries. I still dont even have a car for my husband. I have been driving him since May.

  Business response

  08/30/2022

  We apologize for any inconvenience to the customer.  A check has been cut back to the customer today.  Thank you

• Initial Complaint

  06/28/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  ON 6/21 the dealership had a 2018 Camry priced at $20,900. I called and spoke with *************************** **************************************************************************************************** We made an appointment to review the car on Friday, June 24th at noon central with her sales manager **** Upon my arrival, neither **** or *** meet with us and the rep tells us the car is no longer on the lot. I call **** and she tells me there is another buyer interested and that I will be contacted and am on her priority list. I never get contacted and within2 business days the car is relisted for $4k more on their website. The car has been sitting on their lot for 4 months.

  Business response

  07/05/2022

  ********************* visited our showroom on Friday June 24th 2022. We explained to him that the vehicle was out on loan to a customer. ************** did not want to purchase the vehicle without seeing it. We asked ************** if he wanted to leave a deposit to hold the price and he did not want to. When the vehicle came back after being loaned out it needed to go into service to get work performed. After that we adjusted price for work performed on vehicle. At no time did ************** want to talk about numbers until he saw the price change. We have contacted him serval times to discuss this issue but he has not responded.   

  Customer response

  07/07/2022

   
  Complaint: 17492552
  
  I am rejecting this response because: I was not offered to put a deposit down to hold the vehicle.  I have records showing emails sent to **** and phone calls made to her without a response back.
  
  Sincerely,
  
  *********************

  Business response

  07/11/2022

  **************, rather than rejecting the response and adding nothing to help resolve your dispute, please contact the dealership so they can assist you.  It's clear from the response and your rejection that there is a difference of opinion as to what transpired.  

  Thank you

  Customer response

  07/17/2022

   
  Complaint: 17492552
  
  I am rejecting this response because:
  
  BBB-Feel free to read the numerous reviews left on Yelp for very similar situations very clients were baited and switched.

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

• Initial Complaint

  06/03/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I went to buy a vehicle on Wednesday. they tried to force me into purchasing options that were advertised as optional. I left the dealership when they closed and told 2 different employees that I did not want to move forward and was no longer interested. They continued to run my credit report and the credit report for my co-signer for another two days afterwards and called me on Friday trying to congratulate me on the great news I told the sales men Von and **** that I was no longer interested. This continued running of my credit report was against my authorization and continued after I declined to further work with them. The salesman Von hung up on me after I told him again that I didnt want the car. This is an ethical and will have financial impacts as my credit report was pulled roughly 12 times. I want all of the inquiries from ******* removed from my credit report so that my score is not impacted.

  Business response

  06/07/2022

  *********************** visited our showroom on Wednesday June 1st 2022. *********************** asked for and test drove a brand new 2022 Nissan Armada.  After getting her credit application we realized that her credit was less than perfect, and after calling her into the banks trying to obtain financing, we had to present her with less expensive options. We presented other vehicles that were not acceptable to her as she had her mind set on this new Nissan Armada. ****** took the option of finding a cosigner and presented us with 2 different people. Each time that a cosigner was given as an option we must resubmit the application with ****** and each cosigner. This was explained to ***************.

  Customer response

  06/08/2022

   
  Complaint: 17319057
  
  I am rejecting this response because:they continued to run my credit searching for banks after I told them I was no longer Interested in the vehicle. They then tried to make me an offer after I said I did not want it. The salesman then hung up on me when again told him I was not interested and I declined to tell him where I bought another car  

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

  Business response

  06/14/2022

  Zeigler did not make any credit inquiries after the customer told ********************** she was not interested in purchasing the vehicle.  All credit inquiries were made at her request to get her qualified (which included the co-signors).  

• Initial Complaint

  03/15/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We purchased a 2020 Prius on March 11, 2022 from this car dealership. They charged us 700 dollars for LoJack, saying it was mandatory. I later read that this is not the case. They are now asking for us to come back to have it activated but I read that, if installed it is always ready to be activated remotely if the car is stolen. They also didnt tell us until we we were in the car ready to leave that they had only one key. Making an additional key will cost $325. I would like to be reimbursed for the LoJack and the cost of making the key.

  Business response

  03/18/2022

  ********************* visited Zeigler Nissan on March 11th,2022, and purchased a 2020 ****** Prius. We spoke to Roma and she states that she will be out of town until the end of May.  She wants to be reimbursed for the LoJack that was purchased and would like to be reimbursed for a second key that she had made. We explained that used cars are sold with whatever keys that  were given to us with the vehicle. We agreed to reimburse Roma for the LoJack and Roma understands that her purchase only comes with one key. We will be meeting when she gets back in town.  

  Customer response

  03/18/2022

   
  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,
  
  *********************

*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. ↩