ComplaintsforGerald Nissan of North Aurora

• Initial Complaint

  03/24/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had a transmission issue they replaced my transmission under warranty. They failed to tell me about the class action lawsuit against nissan. I called them the same day they brought it back to me and they gave me another issue then my transmission went out again i contacted attorney general no help there an had to let my cat go i have 4 kids an one baby that almost died and now i am having no choice but to file bankruptcy

  

  Business response

  03/26/2024

  Unfortunately, the customer did not buy the car from ** (so no Lifetime Warranty), nor did she ************ with us, nor have we seen the car since she had the first transmission replaced.  As stated in the Attorney General complaint, this was a Nissan Corporate warranty repair that we facilitated, with a Nissan remanufactured transmission.  Evidently this transmission failed again!?  We never saw the car.  I suggested that the customer call the ********************** Consumer Affairs and open a complaint for Nissan to approve a second transmission.  We have no idea what happened with that suggestion back in August of 2023.  The Attorney General closed the complaint against Gerald, as it is not our warranty, but Nissan's.  Gerald can do nothing to assist, again, as this is a Nissan Corporate issue and decision with the customer!

  Customer response

  03/27/2024

   
  Complaint: 21478748
  
  I am rejecting this response because: they did service my car and the attorney general only closed the case because i could not afford attorney obviously because i had a baby that almost died i do have some things i can send in photos videos i found that i sent to them showing the same issue was occurring after they replaced the first transmission  and we can all go under oath and ask ****************** asked did you know there was a class action lawsuit against nissan and he stated yes he knew i asked why he did not inform me of this information he stated i dont know they changed the transmission ther for they should be held responsible for the second cv going out an i teied to reach out to them and ask them to fix the issue they refused and i had financial issues where i could not afford it with the class action lawsuit and them knowing this and they are the ones who replaced it they should of made it right i can try to reach out to attorney but due to this i had to file bankruptcy and let santander take the vehicle lesving myself an children car less and a sick child 
  
  Sincerely,
  
  ***********************

  

  Business response

  04/07/2024

  A class-action lawsuit  is against the Manufacturer, has nothing to do with the dealer.  The Manufacturer extended the warranty on the transmissions as part of the class-action lawsuit, and the Manufacturer replaced the customers transmission the first time!  The Manufacturer (Nissan) declined to replace the transmission a second time, NOT Gerald Nissan of North Aurora!!  Whether or not someone knows of a class-action lawsuit, has absolutely NO bearing on whether the Manufacturer will or will not replace the transmission.  Class-action lawsuits of any type are public knowledge.  Again, this is a situation between Nissan and the customer; the dealer can only do what the Manufacturer approves.  Again, we suggest the customer open a Consumer Affairs file with Nissan at 1-800-NISSAN1, to request assistance from the Manufacturer!

  Customer response

  04/08/2024

   
  Complaint: 21478748
  
  I am rejecting this response because: they are the company who replaced the transmission they should be held responsible for that and they should fix it. Their company is the one who changed the transmission and touched my car and i called several times an which i now have the records of every time i spoke to ******** and he kept telling me to bring in so the last time i brought it in he said oh no its a new issue when it was in fact the same transmission issue and was under warranty still if their company would of took it seriously they could of replaced the transmission again and would of been covered under warranty. But their reps did not take it seriously and i paid the price and my family they should of replaced the transmission again while it was under warranty pretty funny u get a new transmission and not even 30 000 miles later it goes out again ******* had my miles ****ed from the first time i went in not the actual mile **** that it was when they actually changed the transmission so again they changed it the first time should of did the second time was same cv issue i want them to be responsible because they changed and nissan i have a complaint against them as well i want Gerald to pay the price of the transmission 6000$
  
  Sincerely,
  
  ***********************

• Initial Complaint

  03/23/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Gerald Nissan offered an appraisal amount of ****** for my Nissan Leaf which I had planned on accepting per my lienholder ******************** The lienholder was willing to accept LESS that what was owed on the vehicle and provide title to dealership, ON THE CONDITION Gerald Nissan of North Aurora produced an updated appraisal on the vehicle in January 2024 Attempts to obtain an updated appraisal document proved fruitless as dealership ignored both the consumer and the consumer's bank in this scenario.

  

  Business response

  03/26/2024

    Unfortunately, this situation has nothing to do with Gerald Nissan.  The customer did a voluntary repossession with their lender DuPage Credit Union.  Regardless of whatever appraisal he maybe talking about, that would have no bearing at all on his dealings with the lending institution in the case of a repossession!.  The lending institution would take the vehicle that was repossessed to the auction, and whatever the amount the car sold for would be what the consumer would get towards the settlement of their loan.  The customers issues and dealings concerning his repossession, would be between the customer and ******************** not *********************************************!!

  Customer response

  03/27/2024

   
  Complaint: 21476811
  
  I am rejecting this response because:   The appraisal, which was attached in the original complaint, pre-dated the vehicle surrender.   Gerald Nissan of North Aurora's intentional withholding of the second appraisal request resulted in the vehicle surrender.   I am attaching again for your reference.
  
  Sincerely,
  
  ***************************

  

  Business response

  03/28/2024

  Unfortunately,  any appraisal from ** or any Dealer, has NO bearing on the value of the repossession with the lending institution. A voluntary surrender, or repossession, is only the responsibility and decision of the customer. Not the Dealer or the Lending Institution!!

• Initial Complaint

  09/14/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  We purchased a 2023 Nissan Rogue on or about July 31st and have yet to take possession of it. After signing the purchase contract it was found to have faulty cameras and has been with the dealership awaiting repairs. We were told that Nissan would pay the monthly payment and have yet to see this covered. We were also given the option to get a different vehicle but when the contract was written up the interest rate went up and the months increased as well. We were told it would be under the same terms but that didn't happen so we had to cancel that contract. At this time we do not have possession of our "new" vehicle and not compensation or resolution has been found.

  

  Business response

  10/02/2023

  Our apologies to the *****.  The wiring harness to the back up cameras on their new Rogue were bad, and it took some time for Nissan tech line to get this figured out and for us to receive after they were ordered.  Fortunately, the car has been repaired and the customer has picked their car back up.  Also, we were able to get Nissan consumer affairs to cut the customer a check for their first 2 payments of their car loan for the inconvenience.  We again, thank the ***** for their patience and time in getting this issue resolved.

  Customer response

  10/06/2023

   
  Complaint: 20606989
  
  I am rejecting this response because:  I have not received any checks from this business.  Until this happens I can not accept this response.
  
  Sincerely,
  
  ***************************

  

  Business response

  10/10/2023

  The 2 payments are coming directly from Nissan Consumer Affairs, not from us the dealer.  He was in Friday of last week and we gave him copies of the file with Nissan for the check they are cutting to the customer.  He was pleased.

• Initial Complaint

  11/11/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 10/20/2022 I spoke with ******************* from Gerald Nissan on North Aurora. He said that they had a 2023 Leaf for $38,353.00. I told him I had a 2018 Nissan Platinum Maxima to trade, and that I had an offer for $27,000.00 and that I still owed $19,855.04. **** said they would evaluate independently, but asked what condition it was in (excellent) and if it had a moon roof (Yes). **** texted me pictures of the LEAF. I called to confirm the price. This time it was $38,780.00. I sent a text asking for confirmation that that was the price because Id been warned that dealerships add extra taxes (Which is weird because they should be set) from another dealership when I said I had a better offer. **** and I set up an appointment for me to drive there. I told him I was driving two and a half hours to get there. He asked for a $500.00 deposit. Which I paid immediately. When I got to the Nissan Dealership I was met by ****. We test drove the 2023 Leaf, where he found out that my husband had passed away in June and that we didn't really want to trade the ***** in. I was with my daughter. We went to go through with the sale. **** asked me to sign a paper. When I looked at it there was extra $11,000.00 added to the price. I asked what that was, and said he should have shown it to me before asking me to sign it. He said it was a market value adjustment because of supply and demand. I said that changing the price after I told other dealerships no, and after I drove 2.5 hours was unacceptable. He said we split the difference & roll it into the Maxima trade. I said I'm not paying an extra $11,000. He brought me another paper to sign, He kept leaving and coming back. When we saw the trade value for the maxima it was $6000.00 lower than the offer I had from a local dealership. I was really upset. I was introduced to another man (I don't know his name) they kept saying they would make it right. I bought ************* maxima. I called. ***** said we could reverse the sale for ******

  

  Business response

  11/15/2022

    The ** of the store spoke with Ms. ************* and they discussed the transaction.  The numbers were miscommunicated at the time of the deal, and we have cut her a check for the difference in the trade in value for another $4500.  She is happy with the resolution.  We apologize for the error and misunderstanding.

• Initial Complaint

  06/13/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I tried to reach ** Tamer a couple of times in the past to address this issue. I never heard back. The situation is not good. We purchased a clean car from Gerald Nissan North Aurora on 8-11-2021, and the vehicle had no CarFax history. Then a month later, (4) accidents show up on the Carfax, hitting the same day shortly after we purchased all steaming from 2018. We didn't find out till just a few weeks ago as we had no reason to run the Carfax. We have sold the car and had to take a big loss on the vehicle due to all the damages that Gerald didn't disclose. I have attached my Gerald Protection plan to the ** Tamer, along with proof I had to sell the unsafe vehicle. I'm asking for a prorated amount of what I used.I have attached my GPP Purchase Plan Odometer = ****** Purchase Date = 8/11/2021 Price = $1,984 I sold the vehicle on 6-10-2022 Odometer = ****** Prorated based on the term of the loan (minus ten months I used it no claims) = $1,744

  

  Business response

  06/14/2022

  Attached, you will see the Buyers Order, Carfax at the time of purchase and the Carfax vehicle disclaimer form.  All are signed by the customer at the time of delivery on 8/11/21.  The Carfax at that time, was clean and free of any accident reports.  The current Carfax now shows an accidennt (reported 4 times?) that was minor and rear bumper in nature, according to the report.  We did not, nor did the customer, know of any such report at the time of purchase.  

  The Gerald Protection Package is not a insurance product, and is not cancelable.  If the customer would have purchased insurance products, such as a extended warranty, GAP insurance, or prepaid maintenance, there would be a pro-rated refund of the premiums.

  Customer response

  06/15/2022

   
  Complaint: 17422912
  
  I am rejecting this response because: Yes, I agree the dealer didn't know and we didn't know about the accidents from 2018 that got reported in 2021 but I was under the presumption that I was buying a clean car. "IF" I would have known this I wouldn't have purchased the *** plan or would I have purchased the vehicle. The right thing to do from the dealer is to refund this amount because of all the money I lost due to the nature of the reported accidents and its trade-in value. I was expecting to buy a clean car with a lifetime warranty, not a damaged vehicle multiple times.  A vehicle with this many accidents minor or major would severely depreciate its value. With regards to the *** and the retail value of the car, the prices should have been severely reduced. This is exactly why I'm asking for a fair prorated refund.

  
  

   The GAP I already turned into the dealer for a refund. Still waiting on that.
  
  Sincerely,
  
  *************************

  

  Business response

  06/16/2022

    The Lifetime Warranty that is attached to the complaint has nothing to do with the Gerald Protection Plan, and there was no charge to the Lifetime.  It is not an insurance product, and is included on every New, and most Used vehicles.  The ** of the store did offer to help the customer and trade them out of the vehicle; as the 1 minor accident that showed up on the Carfax would have little, to no, effect on the value of the vehicle.  The customer did not take up the offer!  We would have been more than happy to help the customer.

  Customer response

  06/16/2022

   
  Complaint: 17422912
  
  I am rejecting this response because:This is simply not true the ** never got back to me when I requested TWICE and have proof of no response. He said he would follow up and never did. Secondly this is not one accident but 4 accidents. Lets be consistent on the facts
  
  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. ↩