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Complaint Details
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Initial Complaint
08/01/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
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
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.Initial Complaint
06/05/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
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
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 response
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
03/27/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
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
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 resultCustomer response
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
03/22/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
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
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 response
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,
***********************Initial Complaint
11/15/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
On 11/1/2022 I brought my 2022 Nissan Kicks in for service the driver side sun visor fell down in a hanging position from internal car ceiling. Afterwards the interior lights stopped working which at time an appointment was made with Gerald Nissan service department. The technician provided improper feedback on the cause for the failure of the faulty driver side sun visor and interior lights malfunction. At that time I asked to speak with the general manager in which no one provided me contact information nor made it a priority to see this issue was resolved. I purchased the vehicle brand new at this location as well a previous service Department customer with my former **********************. I feel as though I was treated unfairly as an devoted customer of ********************.Business response
11/26/2022
This complaint was originally sent on November 16th, and responded to the following day, on the 17th. I spoke with ******************** and agreed to replace her visor for her. The light assembly that broke was under warranty, and we are paying for the visor and the installation. The part was ordered on the 17th, and the installation will occur with her appointment when the part arrives. She was very happy with the outcome!Initial Complaint
09/27/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Vehicle was bought sept 12 , 2020. Its 2 years old . Vehicle has premature rust around sun roof and . the factory warranty is 5 years unlimited mileage warranty is for paint defects. I am having dificutly with the dealership getting this vehicle repaired. i do not understand why as it is still under warranty. When i contact the dealership which was an in person visit with the service manager on 9/8/22 is the last time they spoke with me about the issue and They said then they would see what they could do for me.. I called yesterday 9/26 I called the dealership and a personal cell phone and no one got back to **** have called nissan corporate on this issue and the case# is ********Business response
10/07/2022
Customer is outside of the warranty period from Nissan. We are actively working with Nissan to try to get goodwill for a repair, and have no got an answer from Nissan. There are previous chips in the paint that have been touched up!Customer response
10/10/2022
Complaint: 18135412
I am rejecting this response because:
Sincerely,
*******************************Initial Complaint
08/31/2022
- Complaint Type:
- Product Issues
- Status:
- Answered
I already filed a complaint about Gerald Nissan for not refunding me money for the service contract I canceled months ago.Now, Gerald Nissan is refusing to do anything about a rust package I canceled the same day I purchased my car. No responses. Nothing. I almost can't believe that this is an actual business. They don't respond to ANYTHING.When will they be removing the roughly ***** dollar rust package from my loan? I want an answer immediately. My next step will be to file suit, and at this point, I'll just do it out of principle. I've already spoken with my attorney.If they don't want to be made an example of, they will respond to me and tell me when the rust package will be removed from my loan. I have proof of their guarantee of cancellation. I have email chains showing how criminally non-responsive they are. The guarantee to refund this money will be upheld. Whether we have to go to court to determine that is up to Gerald Nissan. I have in writing the guarantee that it would be removed the same day I asked them to cancel it (the same day I purchased their vehicle).Business response
09/01/2022
**************, I responded on Tuesday 8/30, that I would be happy to refund the $2499 for the Package that ***** had talked to you about. The check request was done that day and the check was sent to American Eagle! Evidently you didnt see the response. Call me direct should you need anything else. ***********************. **********Initial Complaint
08/31/2022
- Complaint Type:
- Product Issues
- Status:
- Answered
On August 5th 2022, I bought a car, During the transaction I repeatedly said I Wanted no warranties they kept pushing and pushing different warranties on me I kept saying No I tried to be polite but I was firm with absolutely not. The presented the loan paperwork saying this is the total of the car this is interest rate ect, however when they had me sign the paperwork the switched it out with paperwork that had **** dollars of warranties I declined and a ****** cent "paperwork fee" that they had also charged to my credit card essentially making me pay for it twice --Even though I have the receipt and credit card statement showing the double charge for paperwork fee they claim that its untrue and made no effort to resolve that issue --as far as the **** dollars, they added to the loan for warranties I had declined more than 4 times. they claim I begged for them and that's why they added them in after without discussing the new total of the loan and hiding the fact they snuck them in there after I was already presented a different total. I never once wanted or said I wanted any warranty. Any claims otherwise would be because he kept harassing me about them after I said no and he found a way to get me to say yes to something I didn't know I was agreeing to as I had told him plenty of times throughout the transaction I was absolutely not interested in any warranties. They claimed they would send paperwork for me to file via email and refund the money for the warranties but have failed to do so and they constantly transfer me to voicemails without calling me back. When I do get ahold of people they simply give me a time frame they will call me back after looking into it, however I do not receive a call back and I have not received a refund or paperwork. I included a photograph of the 314 dollar receipt they put on my charge card they claim they didn't along with a photo of where they snuck in the warranties and the paperwork fee that had already been paid forBusiness response
09/21/2022
This was in fact handled when the original complaint came in. I apologize that the response never went through. We canceled and refunded the customer the $2600 for the extended warranty, and the $100 for the maintenance package. Another check for the $314 for the out of state fees was never issued!? I have them cutting the check right now. ************** team at this store was changed about the time the customer was trying to get this resolved. We apologize that the customer got the run around, and I have called and left the customer my contact information for any further issues!Initial Complaint
08/19/2022
- Complaint Type:
- Order Issues
- Status:
- Answered
On April 30, 2022, my wife and I purchased a vehicle from Gerald Nissan that we had previously leased. When I went into the office, I was in a hurry but still had to fill out some paperwork. I misunderstood what I was signing, and I take full responsibility for that. I should have read the documents more closely before agreeing. The way they do this process is designed to get people to do that, but they are certainly not alone among Cat dealerships in that. Therefore, that was my fault.Basically, I had accidentally signed up for a service plan that I did not want. Upon recognition of this, I called Nissan the same day and advised I wanted it removed. Keep in mind that the contract allows you to cancel the service plan at any time. This service plan was roughly $6,000.When I spoke with Nissan, they told me it could be removed but monthly payments wouldn't change. They would simply take it off the principal amount of my auto loan. I had no problem with that and advised them to send me the paperwork to cancel it. The finance manager, ***, took a long time to get me the paperwork despite repeated attempts to obtain it. After sending me half a dozen emails stating that he was so "busy," he eventually got me the paperwork on May 9. I filled it out and sent it back the same day.Upon initial submission, *** told me that it would take "a couple weeks" for it to show on my loan that the roughly $6,000 had been removed.I waited 5 weeks before writing to see why the $6,000 had not been removed from the loan. This is where the communication got very bad. I could not get any responses from ***. Either he would not respond or send me a sentence stating that he was "busy" and would get to it the next day. Eventually, all communication with *** ceased.Since then (May), I have tried calling others, even the general manager, with no response. I need help in getting this $6,000 service plan backdated and removed from my loan as quickly as possible. Thanks.Business response
08/22/2022
We apologize to ************** for the lack of attention to his matter of the cancelation of the Service Contract. The cancelation was in fact processed, and the check sent to ******************* in ***********, on July 28th, 2022. The original charge for the Contract was $4281, and the amount sent to the bank was $4243. This can take up to 4-6 weeks for the bank to post and be reflected on the customers loan and balance. Although, America Eagle is usually fairly quick. Again, sorry that the Finance Manager was slow and unresponsive to a very simple request. We appreciate **************** business again!Customer response
08/23/2022
Thank you for follow up on this specifically. There was a payment posted on the ******************* site.
HOWEVER, the second finance manager ***** told me that that amount was for the rust protection that was removed.
Again, the same day I bought the car, I called back to Nissan and advised I did not want the paint and rust protection.
Please know that on the ******************* website, I cannot see WHAT the reduction in the amount is for.
If the amount reduced on my loan represented the service contract (even though I was told by ***** that's what it was), then how do we go about also removing the paint and rust protection that I canceled and never had performed?
Business response
08/29/2022
That is correct, the credit to the loan was for the Extended Warranty. The Package for $2499 is still sitting there as a "we owe" item. I would be happy to cancel and refund that as well to American Eagle. Will send the check out tomorrow. Let us know if you need anything else. We appreciate your business.Initial Complaint
07/18/2022
- Complaint Type:
- Product Issues
- Status:
- Resolved
I purchased a Nissan Versa from Gerald Nissan in Naperville on 9/11/19 with $9,940 down payment. The salespersons didnt tell me they added on the contract a $***** duplicate warranties. When I reviewed the documents I saw the obvious lack of communication. They never told me about paying for extra service contracts. I asked to cancel the warranty contract. They were angry. They said Nissan/ bank would not give me the ***** right away and Nissan would require me to pay off the car loan. I argued that point, but was told this is how Nissan handles this change. That was a lie. I talked with Nissan Corp a week ago and they said that wasnt true. Gerald Nissan did give me the cancellation papers on 9/19/19. I was continually talking with them over the phone about license plates and they never told me or asked me about buying that second car warranty. My question is still wheres the money. I want my refund. I do have case # ******** from Nissan of America. Thank you for your assistance.Business response
07/20/2022
Ms ****** warranty was in fact canceled on October 2, 2019, per Nissan. The full refund was sent to her lending institution per Banking regulation. The refund was applied to the balance of her loan, and reduced by the amount of the refund!Customer response
07/24/2022
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,
***********************
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Contact Information
1575 W Ogden Ave
Naperville, IL 60540-3906
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Get a QuoteCustomer Complaints Summary
20 total complaints in the last 3 years.
1 complaints closed in the last 12 months.