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:03/23/2025

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was approved for a vehicle from this dealership for, and they told me that they would let me know when I came to sign financial paperwork whether I would need to supply a pay-stub to take the vehicle home. I came in on March 3rd they did not tell me anything before or during the paperwork signing, it wasn't until after signing the finance manager told me that they could not get the deal approved until i presented them a pay-stub. A few days passed and I noticed that the information that the ***resentative had used on the registration was incorrect, I tried to reach out to him via text and he never responded. I then reached out to the lending bank and they told me that for them to process the loan that I needed to be in possession of the vehicle, I recorded the message and sent it to the sales ***resentative and he responded to me saying that the bank is telling him he needs a pay-stub before they can give me the car. A few days later I lost my job because i did not have a car. I then decided to tell them to cancel the deal because i no longer had a job and the car was improperly registered to me and the sales person tried to fight with me about the matter saying that the car hasn't been on sale and they registered it to me already and this is when i notified the sales *** of the disc***ancy as well, he said okay and never addressed it again. I called the loan company and told them to cancel the loan since I am not continuing the purchase of the vehicle and to add insult to injury the ***resentative told me to return the vehicle. I don't not want to deal with this dealership anymore. I want them to close this application, delete my information, and remove the registration from my records. I've lost enough already

  

  Business Response

  Date: 03/25/2025

    Unfortunately, there are a number of issues that were left out of this complaint.  First, the car was never delivered to the customer!!  The customer lied about his job on the application to the bank, then wanted the bank to approve the loan without proof of income (if you truly have a job a paycheck stub is easy), then stopped payment on his down payment check for the car.  As stated, the car was never delivered to the customer, nor will we lie to the lending institution on behalf of a customer.  We have no desire for any further dealings with the customer.

  Customer Answer

  Date: 03/26/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is acceptable, but saying that I lied when I expressed to them precisely that I needed the car for the job to begin with and to make a snarky remark trying to make themselves feel better is underhanded and absolutely poor from this business and trying to play *** about the wording when I said clearly in my complaint that I was to PICK UP the car, I am happy that in the end I did not give them my business.
  
  Sincerely,
  
  ***** *********

• Initial Complaint

  Date:12/26/2024

  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 have purchased a 2020 Nissan Pathfinder from Gerald Nissan on May 2021. I missed a couple of service dates and on November 30th, the car refused to start. I towed the vehicle to their service center. They told me initially that because I missed 2 service dates, the engine is full of sludge and it would need 6500 USD for a cleanup and a timing belt replacement. I agreed to it. In a couple of days they called me and told me that I would need to do an engine replacement which would cost me 18K USD. The vehicle is still under warranty. Nissan refused to cover it since I missed service dates. I told them to cleanup the vehicle and give me 2 months to arrange the money. They charged me 1300 USD to do so. Once I got the vehicle back it refused to start in another couple of days. I again towed it. This time they did an oil pump change which was under warranty. It refused to start again today(26th December). It looks like I have to shell out 18k to replace the engine. It doesnt make sense. The engine is under warranty. Also why did they tell me that I can drive around for a couple of months. Also how bad the engine quality is that it breaks down and needs to be replaced if I miss a couple of service dates. For the record, the service lights were not on and hence I missed it. I need help to deal with these people. The original sales person ***** ****** also called me and spoke to me in a very threatening tone. I also feel they sold me defective car. I never had these problem with my ******

  

  Business Response

  Date: 01/11/2025

    We are in receipt of the complaint.  The customer had only 2 oil changes in ***** miles, and the engine was deemed to have sludge, causing the engine issues, due to the neglect.  Nissan rejected the warranty claim due to customer neglect.  The second time the car was towed in the fuel pump had given out, and that was replaced.  We can't speak to *****, the customers salesperson and Manager, as he is no longer employed at the dealership.  The only suggestion for the customer is to contact ********************** Consumer Affairs and speak to them for assistance.  The number is 1-800-NISSAN1.  We are unable to do any warranty on the engine as Nissan has declined.

  Customer Answer

  Date: 01/14/2025

   
  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:11/20/2024

  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.

  On 11/8/24, I brought a car I recently purchased to Gerald Nissan for diagnostic and services. I authorized for an oil change package special they were offering, and I asked about a fuse regarding the cigarette lighter. I was unaware each inspection completed was $89.00. I received a text from on 11/9 recommending services for $3050.16. I called but was told the advisor wasn't available and the shop was closed on Sunday, so I called Tuesday regarding the prices and eventually I went to see **** ******* 11/14 to negotiate the price. He brought it down to $2650 and we had a deal, less than 24 hours I received a text stating it would cost $885.24 more because my car was old, and CV axle needed to be replaced. I called **** and I went into the dealership to talk to him informing him we already had a deal, he said it was because of the age of my car (2013), I told him don't do anything to my car until I have a complete inspection. **** kept reassuring me nothing was being done to my car until I finalize it. I came in Monday 11/18 ask **** if he could lower the price again, but he said he couldn't that was the best he could do. So, I asked **** how much I owe so far without the work being completed? He said $302 for the oil changed and other miscellaneous work. I said ok we had a deal at ******* but make sure the air condition was charged. **** informed me that nobody mentioned that to him and that was a different charged. I was shocked because 1) I just purchased the car and brought it to Nissan for a diagnostic so why is that overlooked. I told **** once again don't do anything to my car until I get an exact amount. Once again, he assured me nothing was being done to my car until I finalized everything. I get a text from Nissan 11/19 saying more work needed to be done and the price went up to an additional $1664.11. I called **** and said that's way too much, and I'll just pay for the completed work which was the $302. **** tells me the work was already completed.

  

  Business Response

  Date: 11/22/2024

    We apologize for the misunderstanding in communication throughout the process.  The customers car is a 12 year old vehicle that they purchased off of *********** and needed quite a bit of work.  And as occurs much of the time, as we continued to recommend repairs, other needed repairs appeared; which is not uncommon.  The misunderstanding has been corrected, and the customer has picked up her vehicle and the total bill for approved work was $2200.

  Customer Answer

  Date: 11/25/2024

   
  Complaint: 22580669
  
  I am rejecting this response because:
  First off the service advisor and myself I believe had a clear understanding of what was agreed upon. I kept getting back to back emails on different prices however, I made it clear for him not to work on my car because I didnt have a complete diagnostic or pricing on everything. I have voice recordings and Im sure Gerald Nissan does to of me stating not to work on my car. I brought Naperville police officer to Gerald Nissan to retrieve my car and pay the original price of $302-$350 for work I did authorize. The officer did speak with both of us and listen to my recording however, he made it clear that this was a civil matter and theres nothing he could do to get my car back. I paid for work that was once authorized but requested not to be worked on until I got the full diagnosis (diagnostic test) that way I can work out a better deal with Nissan and not different prices every 24 hours by text. Nissan was holding my car hostage and I didnt want to pay any EXTRA STORAGE FEES because I filed a complaint with the BBB. 

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

  

  Business Response

  Date: 11/27/2024

    As stated before, the car is extremely old in and great need of repair.  As things were approved and work began, other issues became clear and the customer was contacted to approve.  The work that was approved was completed, and the work that had previously been approved by the customer became declined as the repair was more extensive; we did NOT continue the repair at her request.  A full diagnosis is impossible when working on a car this old, and in such poor shape, because as stated, you have to get into mechanical repair before other issues become noticed!!  See attachments for all approvals, failed inspection items, and the detailed bill of the work completed.  

    The car was deemed unsafe to drive and documented on the final bill, as the customer declined the axle replacement!  Unfortunately, this car should have been inspected before the customer purchased this car off of social media from a private owner, as the vehicle is a mess.  As well, the customer even stated in her original complaint that she had approved $3534 worth of work, but her final bill was $2300.  Lastly, there are no storage fees associated with her bill (see attachments again)

  Customer Answer

  Date: 12/02/2024

   
  Complaint: 22580669
  
  I am rejecting this response because: 

  Gerald Nissan service advisor **** is grasping at straws. I know what I agreed to and what I requested for him Not to do! I requested for him to wait until I got a full bill because I was getting texts every *****, 72 hours with the price continuing going up. Furthermore, the mechanics that is working on my car now doesnt have a problem with giving me the price up front as I was asking ****. My car is a 2013 and its very unbecoming of a professional to literally talk about my car the way he is. I brought the police to the dealership because i asked that he waited before continuing so i would have a flat fee not back to back charges. Im sure the recording on Nissan telephone line as well as my own clearly stated Not to do anything to my car. I have the recording so if theres a way I can load it on here I will just let me know. The police couldnt get my car back because its a civil matter and the lack of professionalism and respect that is being shown here only proves me right. Im requesting a refund for either the labor or parts because I asked him to wait instead Nissan went ahead with the repairs before giving me a balance. I agreed to pay the $300-$350 I requested instead **** tells me they already did the work before I okayed it. Now, I have to pay another shop money for another inspection and unfinished work of Gerald Nissan. Wheres the fairness in that?

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

• Initial Complaint

  Date:10/21/2024

  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.

  GERALD Nissan dealership sold me a car that was pre-repaired due to an accident without informing me.GERALD Nissan dealership did not honor the lifetime warranty they advertised.GERALD Nissan dealership keep charging me for repairs are not done.

  

  Business Response

  Date: 10/23/2024

    Unfortunately, the customers Lifetime Warranty claim was declined due to the lack of factory maintenance.  As the contract states, the customer must do all Factory recommended maintenance to the vehicle to keep the warranty current--they did not.  We have only oil change receipts, and the customer has not been to our ********************** dealership but 1 time in the last ***** miles.  Not sure what the other issue is with us charging his for repairs that aren't done--he came in once in the last ***** miles for an oil change!??

  Customer Answer

  Date: 10/24/2024

   
  Complaint: 22455322
  
  I am rejecting this response because:
  
  Sincerely,
  
  ******* ***

• Initial Complaint

  Date:08/16/2024

  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.

  we purchased 3 vehicles and we ask to be register in ** so the sales *** there and the finance person in charge back in January 2024 was ok and told me no problem will do this all the time, after my permits expire and still no plates I call the dealer chip and they told me that they had an issue with the sales *** and the finance manager and they don't work there anymore, I request answer about my plates so ******************* told me will take care of it no problem and we will give you another permits is you need to, this was back on first weeks of June, then later of no answers I call again and she ask me to get the inspection for one of the cars that's what's missing, so I did get it and e-mail her the inspection from Texas DMV later on July 8 she e-mail me requesting the Insurance card so I did ***ly with the information requested, then July 16th I call to see the status so I can send someone to Texas DMV again to pickup the plates then she said that ***************************** will e-mail me what's missing so I complete the list she sent 10 days after this e-mail no-one ***ly about this until today August 16 I decide to go to the dealership and try to get and answer a person named *********************** talk to me about it and say that his been on the e-mails about this and knows what's need to be done, so I ask what's needs to be done now? he told me that inspection form the 3 vehicles is needed and the originals needs to be in his office in order to proceed correct, I show my frustration saying the probably he's not fully aware of this since his coworkers ask me about one inspection not the tree, he got upset and told me that his not going to talk to me because im not been nice to him he call me names like MF and told me to find help myself because his was not going to help me then I ask to let me talk to someone from finance then he said get out or I will call the police, ******* call me after to ask me for the inspections and try to solve the issue over the phone because ***********************

  

  Business Response

  Date: 08/21/2024

  We apologize to ***************** for the confusion with the out of state forms and processes in ******  Through his communication with ******* in Finance, and her conversation with the *************** we believe we have the situation resolved.  We will continue to follow through on the process so that his company is handled with the vehicles.

• Initial Complaint

  Date:08/13/2024

  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 am reaching out to address a critical situation concerning my vehicle. Over the past year, I have had three transmissions installed, with the first failure occurring in September 2023, the second in January 2024, and the last two incidents in August 2024. The most recent issue nearly resulted in a fire, making my car not drivable and raising serious safety concerns.Given the circumstances, I would appreciate your guidance on the next steps I should take.  

  

  Business Response

  Date: 08/14/2024

  Yes, this is the 3rd transmission that has been installed in the car. One was done by Glendale Nissan and the other 2 by Gerald. The vehicle is used for **** and driven very hard. The current transmission that went out was no longer under warranty by Nissan, but we got an override approval from Nissan for the transmission. In addition, the radiator hose and starter were damaged by something hitting it in the road. All has been repaired, and the customer didnt have to pay for anything, as we got Nissan to goodwill the entire repair. We are awaiting the customer picking up the vehicle. There is no charge!

  Customer Answer

  Date: 08/26/2024

  Complaint: 22134933
  
  I am rejecting this response because: I need to express my significant concerns about the series of issues we've experienced with this car. 
  
  Its quite clear that Gerald Nissan sold me a lemon. Regardless of my husband driving for **** or Lyft, there is simply no justification for a transmission to fail three times within less than a year. As you noted, the first transmission was replaced by Gerald Nissan in September 2023, the second was done by Glendale Nissan in January 2024, and then we had the third replacement between August 1 and August 7, 2024 by Gerald Nissan. 
  
  I also want to highlight a serious safety issue. Just three days after the last transmission was replaced, I had to bring the car back because a mechanic neglected to reattach the coolant hose after replacing a section of it. This oversight led to the car overheating and almost catching fire while my husband was driving on the highway. This is not just a mechanical problem it directly jeopardizes my family's safety.
  
  Moreover, there has been a troubling lack of communication throughout this process. Not once did I receive proper notification about the repairs done to my vehicle. I was left in the dark regarding the work that was performed and never received timely updates. Its not just about covering the costs of repairs; its about transparent communication and building trust with your customers.
  
  I hope to see improvements in customer communication and service effectiveness moving forward. Its essential for the safety and satisfaction of all customers. 
  
  Thank you for your attention to these matters.   
  
  Sincerely,
  
  **************************; 

  

  Business Response

  Date: 08/26/2024

    We understand her frustration, and apologize for the coolant hose; that is unacceptable!  The problem, unfortunately, is a Nissan manufacturing issue. We as Dealers, only sell and service the vehicles; we dont make them. We agree with the 3 transmissions being unacceptable, that is why we went to Nissan to get them to cover the transmission again!  And yes, when dealing with goodwill from the manufacturer, speed is not of the essence with their response times!  Thus, the communication lack of timing issues. We hope she no longer has any issues going forward!

• Initial Complaint

  Date:08/01/2024

  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 purchased a 2021 Nissan Rogue with a bumper to bumper warranty that includes a loaner vehicle when I need to bring it in for service. Since purchasing the vehicle, I have had a suspension issue as well as an electrical issue. I can not drive this vehicle as it is a fire hazard. The c port gets extremely hot to the touch any time you start the vehicle. Gerald Nissan is telling me that they are unable to find me a loaner vehicle for them to fix it. This will leave me without a vehicle to get to and from work. They are refusing to honor my warranty contract.

  

  Business Response

  Date: 08/13/2024

    We brought ****************** vehicle back in, and verified the complaint with the *** ports.  The previous owner had spilled something that was shorting out the ports; we replaced those for her.  We also diagnosed her concern about the noise, and the front axle seal needs replaced under her warranty.  We explained to her that we needed to order the part so that we could replace under her warranty; to which the customer has decided to have another Dealership perform the work for her.  ******** took her car and left.

  Customer Answer

  Date: 09/04/2024

   
  Complaint: 22079658
  
  I am rejecting this response because: I am still having an issue with a noise in the suspension after the axel was replaced,  so I need to have gerald replace the strut bearing now.   It won't be covered under my warranty at any other dealership and this morning I just received a call from **** ****** at Gerald telling me that they will no longer service my vehicle and any further communication can go through attorneys.  He is telling me that I need to go through legal channels to get him to honor my warranty.  
  
  Sincerely,
  
  ******** *****

  

  Business Response

  Date: 09/18/2024

    Unfortunately, since August, we have been totally unable to make this customer happy!  The customer has hired an attorney, told us that she will never have us work on her car again (numerous times) and tried to go to 2 different Nissan dealers to only return to Gerald.  While the entire time, we have gone out of way and bent over backwards to repair the vehicle, gave her loaners for repairs, and have charged her nothing!  Yet there is NO way to make this customer happy; it is always something else! 

    Attached is a copy of her extended warranty; which is from one of the top companies in the country, and is as extensive as the warranty can be.  Any further repairs that are not covered by the extended warranty, will be the responsibility of the customer.  For the reasons listed above, the ** has requested that the customer find another one of the ************************* dealers in *********** to continue the service on her vehicle; as we a not able to make this customer happy!

   

   

   

  
  

  Customer Answer

  Date: 09/20/2024

   

  Complaint: 22079658
  
  I am rejecting this response because:

  They wonder why I'm upset when
  

  They sold me a kicks that had several issues with it, with a certified guarantee that they had thoroughly inspected it when:

  It had a huge gash in the windshield, the car would stall at stoplights and the front collision sensor came on,  the check engine light came on,  the A/C wasn't working and when I would back up to the left,  the suspension would make a loud popping noise.   It was a nightmare having to put it back in their service department several times only to keep getting it back unfixed.  The Kicks was still making the popping noise so I had to trade it in.   And I had to plead with them to get them to give me loaners when it would go back into service.   They always had an excuse to not give me one and I had to fight for one.  It was like pulling teeth to get them to give me a loaner anytime.

   

  so I traded the Kicks in for a rogue which also comes with their certified pre-owned and they obviously didn't do their due diligence to inspect this one before selling it to me either because right away,  I noticed noise in the suspension of this one as well and the c port went out,  got very hot and I was afraid it would start a fire.

  When I called them to try to get service because replacing the left front axel didn't fix the noise, they wanted me to drop the car off for an entire day without a loaner which is completely unreasonable.  

   

  I lost a lot of time money by having to trade the keto putting the kicks in their service department and then having to trade it in because they couldn't fix the issue with the Kicks.

  I did have a lawyer send them a letter because they were outright refusing to give me a loaner because they falsely accused me of using their loaners for rideshare and delivery services. I used a legal plan that I have that covers demand letters but I do not have an attorney retained.
  

  And of course I filed a complaint with the attorney general after all of the stress and difficulties this dealer has put me though. 

  Another mechanic diagnosed it in less than two hours.   Why are they so unreasonable and asking to drop it off for an entire day to diagnose a car without a loaner?
  

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

• Initial Complaint

  Date:06/05/2023

  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.

  Ive purchased a passenger rear light four times. Well the last time I got installed was June 2, 2023 and ***************** finally tells me that the clamps are not stable enough so the passenger rear light when fall out again. Hes stated if I had a car accident before and I said no every time I got that passenger rear light fixed its never been a problem with my car. If ************************* would have looked at my car properly the first time I got installed I wouldnt even be having this complaint. I feel like they are just trying to take my money and not fix the actual problem. I shouldnt have to keep paying for the same light over and over again. Nissan needs to fix the problem and compensate me for at least 3 out of the 4 times I have purchased the same light. I have a warranty on the light but they wont take my claims because of whatever ************************* is telling them. I filed a complaint with consumer affairs and ****** called me back stating ************************* told them I had an outside interference, case#********. They didnt even check my car out theyre just going off what ************************* says and obviously its not telling the truth about the situation or I wouldnt even have to brought this passenger rear light four times. Thats ridiculous and Im definitely filing a report and getting a lawyer involved.

  

  Business Response

  Date: 06/06/2023

  Our apologies that ****************** has had to deal with this.  Replacing the part and not fixing the root problem in not acceptable!  *****, our Service Manager, has contacted the customer and has an appointment with him tomorrow, Wednesday, to remedy the issue.  We will also be refunding ****************** his money for the previous repair.  Again, our apologies for not resolving this issue originally.

  Customer Answer

  Date: 06/08/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, we have scheduled to bring the car back in on 6/14/23 to fix the root problem as long as I am compensated atleast 50% of what I have spent so far in relation to this rear outer tail light then I find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:03/27/2023

  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.

  Purchased a vehicle September 2022. Gerald Nissan sent the wrong paperwork to the State of ******** containing the incorrect mileage on the vehicle, resulting in my vehicles title to be changed from Clean to Salvage. Both the factory Warranty and extended warranty that I paid $2,000 for from ************** was also canceled as a result of title change. Gerald Nissan was made aware of this in November 2022 and has refused to get the error corrected. Now the vehicle is broken down and the repair cost of over $1000, that would have been covered under ************** warranty if Gerald had corrected issue, is now having to be paid out my pocket. Gerald refuses to acknowledge that they are at fault and they refuse to send the correct paperwork to the State of ******** to have this issue resolved.

  

  Business Response

  Date: 03/28/2023

  It appears as though the title was mismarked by the dealership that originally grounded the lease of this car 2 owners ago, or by the **** The *** has acknowledged there is an error, but stated to our office that the correction process will take 4-6 weeks. We apologized to the customer, met with him last night, and are trading him out of the vehicle.  He left the **** store and was happy with the result

  Customer Answer

  Date: 03/28/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. I met with 4 different managers from 2 different stores and they were very helpful in getting this issues resolved. Please remove this complaint as this was taken care of quickly and professionally by Gerald Nissan and Gerald Ford. 
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:03/22/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 3/19/2023 I had my 2017 Nissan Pathfinder towed to Gerald Nissan located on ***************** in Naperville, **. On Monday 3/20, I called the service department and provided them with a description of what was happening with my car. I spoke with **** who advised he was waiting on his technicians to arrive and would have someone review and follow up with me on Monday. On Tuesday 3/21, I had to call **** to ask the status of my vehicle. He advised that the car started with no problem and that they were not able to duplicate the problem. I asked if the fee was still applicable and advised yes. I do not feel the fee is applicable as nothing was diagnosed. Nissan then sent me a notice advising I have $1800 worth of repairs that needed to be completed. I declined the service when **** called. I was advised I would be contacted when my car is ready to be picked up. I still have not received a call as of 3/22 9:08am. I filed a complaint with Nissan Corporate only to be advised that there was nothing they could do since the dealers are independent. As of this moment, I still do not know why my car would not start and was emitting fumes and white smoke. I am looking for Nissan to waive the $185 as nothing was diagnosed.

  

  Business Response

  Date: 04/03/2023

  The customer returned and the computer showed that she needed a coupler on the Pathfinder and the repair is almost $3000.  ***** the salesperson and **** the ** spent over an hour with her, and we are currently looking for a used vehicle that the customer wants, to trade her out of the Pathfinder.  We are refunding her the $104.44 for the original bill that she is upset about, and hopefully will have a new car for her very soon.

  Customer Answer

  Date: 04/04/2023

   
  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,
  
  ***********************