Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:01/15/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Purchased 2016 Jeep Wrangler from them 12/17/2024. Was asked to bring to shop for ball joint repair and dent repair on vehicle (located on hood near driver's wipers blades) on 12/22/2024 by dealership as repairs being done. Told work would be done 12/24/2024. Vehicle began dying in reverse immediately after bringing home. Notified dealership. ********** stated they would review the issue and make repairs. It was determined to be the torque converter, and they stated they would replace at their own cost. Vehicle was not ready for pickup as stated and no contact was made by the dealership on 12/24/2024. On 12/26/2024 was informed they would do the repairs needed for the torque converter and that the ball joints would be repaired. On 1/4/2025, work was still not completed and no one was responsive to requests for a status update. Informed them we need a vehicle to drive immediately, and was told they had no loaners for us to use. On 1/8/2025 we were informed we could use a Jeep compass in the meantime but we were not allowed over 600 miles on the vehicle before we had to return it, and it was given to us with 335 of the 600 miles already on it. Multiple attempts to get a status are going without response, we are not being given a date of return for our purchase and we have 14 miles left of the ************************************************************************ our home and no other vehicle. We want our vehicle returned with the repairs completed as stated they would be immediately. This is now nearly a month and we have driven to the dealership probably 9 times in the last 30 days due to this. This is out of hand, and the service and lack of communication and proper remedy is leaving us no choice but to hire an attorney if not resolved by 1/17/2025. We are incredibly angry and upset, and feel very very taken advantage of. This is not excusable, and is not good business practices.

  Business Response

  Date: 01/25/2025

  While we strive to provide 5-************ to all our customers, sometimes we are unable to do so.  *** and Mrs. ******* did purchase the 2016 Jeep from us on 12-17-24.  We had some repairs to finish on the vehicle, and after the purchase the vehicle developed an issue with the transmission.  We explained this to the customer and told them we would be taking care of the problem.  Unfortunately, we ran into delays with the holidays (we were closed on 12-24-24), parts delays and the snowstorm.  We put the customer in a car at no charge to them and are taking care of the repairs at no expense as well.  We do understand that money is not the only inconvenience, and we are truly sorry the customer has endured frustrations.  We have extended the rental until the repairs are completed.  I was informed the parts will be in on Monday and it will be a priority for our shop to complete the repairs.  Again, we are sorry the customer has endured the frustrations with their new vehicle.
   
  If you have any additional questions or concerns, please do not hesitate to reach out.
  

• Initial Complaint

  Date:11/14/2024

  Type:Product 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.

  10/18/2024 I bought a 2018 Nissan Versa and paid cash. I test drove it and heard a clunk when I put it in park. I called the salesperson and they didn&#**;t answer the phone. I brought the car back to the dealership and they said said they repaired it but the clunking was still there. Now they are unresponsive and won&#**;t answer my calls.

  Business Response

  Date: 11/21/2024

  We have contacted Mr. **** and we are currently in the process of making him completely satisfied.  We could NOT duplicate the "sound' on multiple test drives with the client but we invited him to secure a third party opinion that we'd honor.  In the interim, we are fixing his driver side window as it is slightly off track.  We're also installing a new hood latch mechanism as it failed and was inoperable.  We've also provided a loaner vehicle to Mr. **** so there was no further disruption or inconvenience as we work to make him completely satisfield.  Mr. **** agreed that these remedies work for him and this case can be closed with a postive outcome.  

  Customer Answer

  Date: 11/22/2024

  Complaint: 22557382
  
  I have reviewed the business' response and am rejecting it because: While I appreciate them fixing one part of my issue, the issue that still remains unaddressed is that I was recommended to go to an authorized dealer to inspect the clunking sound but they will be charging $289 just for the inspection and I don't believe I should have to pay for this. 
  
  
  
  Sincerely,
  
  ****** ****

  Business Response

  Date: 11/26/2024

  To whom it may concern, Mr. **** just picked up his vehicle and left completely satisfied.  We addressed every concern he had including the sound he heard.  We repaired his hood latch, window (new actuator), and addressed the sound he was hearing all at additional cost to the client.  We even gave him another detail and full tank of gas for his inconveniece.  Thank you for your patience on this matter.  ***** ***********

  Customer Answer

  Date: 01/15/2025

  They fixed everything and I am satisfied.

• Initial Complaint

  Date:04/16/2024

  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.

  Want to start in November my check engine light came on,car was still under warranty but I was to the code and repair was not covered Repair was over 700 dollars April of 2024 engine light came back on Repair was 273 Code then was p0101 A week later took car to Illinois Air team car failed with same code p0101 So then I asked nissan what the code was in November and I was left without a answer So I've spent about 1000 of my cash and the car will not pass This is a 2020 nissan vesa

  Business Response

  Date: 04/30/2024

  **************,
  
  We are sympathetic to the ongoing issues that you are having with your car. unfortunately, the p0101 code is a generic diagnostic trouble code that can trace back to any number of faulty parts. I do believe we have recommended on several occasions that you replace your throttle body for this issue, until that repair is performed there is no further diagnosis or repair flows that can be followed. We will not be able to assist you with the $1000 refund you are requesting. 

• Initial Complaint

  Date:12/11/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 11/29/2023 I had my vehicle serviced at Nissan Altima. I had the recommended repair/replacement items completed for $864.34: - Fuel/Air Induction Service - Premium Cabin Air Filter/Evaporator Service - Engine Air Filter replacement - Serpentine Belt/Drive Belt replacement - Oil Change - Multipoint Inspection On 12/10/2023 my vehicle would not start. I took it to a local O'Reilly's and was told by a rep that they were unable to determine any issue. I made an appointment to determine the issue(s). I was provided with a text that stated the following failed: - Brake Fluid Exchange - Spark Plugs and Wires They brake fluid exchange should have been alerted upon during my visit less than two weeks ago. I had not driven over the suggested mileage to have them changed. The spark plug notificationo should have also been alerted upon during my visit on 11/29/2023. I am highly concerned the techs did not fully inspect my vehicle on 11/29/2023 and as a result, I have had to miss work to determine what the issue is.

  Business Response

  Date: 12/26/2023

  Ms Brown 
  
  Since your vehicle had recently had a thorough inspection and all work performed, they took the time to inform you of your upcoming maintenance needs for your next service interval. This was discussed with you in detail by your service advisor ******* *****. If you still need assistance or wish to discuss your upcoming maintenance more, please feel free to reach out to ******* at ************

• Initial Complaint

  Date:08/29/2023

  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.

  July 8th, 2023 is when this took place! I purchased a vehicle with a $500 down payment but three days later decided a wanted a refund, which was granted! They have yet to send the bank that approved me for the original loan, so now that bank is tryna come after me for $28,000 because they havent sent them the check and wont answer the phone and its hitting my credit and its literally not my fault They give me the runaround and wont communicate.. *** worked hard to build my credit and this is absolutely ridiculous I came hear hoping you guys could reach a solution because *** tried for a good month and havent been able to because 95% of the time they wont answer the phone if you arent spending money.

  Business Response

  Date: 08/31/2023

  ******************,
  
  We are sincerely sorry for the inconvenience we have caused you.  When you purchased the vehicle, you signed e-contracts for the loan.  When you returned the vehicle, that should have been cancelled.  It was not.  We have now paid that in full, so you will not have any charges or balances to pay.  Again, we are sorry for lack of communication and follow thru.  If you have any further questions or issues, please do not hesitate to reach out.  Thank you.
  

  Customer Answer

  Date: 09/02/2023

  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, as long as this comes off my credit report because Ive worked hard to build my credit and lost 20 points due to this inconvenience Ill accept this, but I want you guys to be aware you have to do better because $28,000 is a lot of money to be forgotten about!
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:08/11/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a used Nissan rogue on June 5 of 2023. After 30 days had past I contacted Auffenberg Nissan about titling and a Bill of sale. I was told they needed 45 days on August 1. I contacted Auffenberg Nissan again in search of a title and bill of sale Today it is August 11 and I still do not have the title or a bill of sale in hand. My temp tag expires September 3. Auffenberg Nissan informed me they do not have the title in hand. I keep getting told they’re working on it when they actually return a phone call or answer an email .

  Customer Answer

  Date: 08/11/2023

  They have also not provided a Bill of Sale that have requested. 

  Business Response

  Date: 08/22/2023

  *** ********** per our conversation on Saturday (8/12), we are working diligently with the State of Illinois to get this issue rectified for you.  In addition, any fees incurred due to this delay will be covered/reimbursed by Auffenberg.  We are very sorry for the delay and inconvenience.  
  
  Pete Pierce
  Sales Manager
  

• Initial Complaint

  Date:08/04/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On the day of my sale, everything was approved and ready for me to drive off the lot with paperwork in hand showing I own the vehicle I have. Now, all of a sudden, a few months later, they’re requesting me bring it back due to the bank not funding them and kicking the loan back for an error on their end. As a business, they should have corrected this at the time of sale and not 3 months later. I provided them all the required paperwork for the loan and was fully approved the day of sale when I drove off the lot. As I have told them, the business should taken over the loan in lieu of the bank denying it. I have all my paperwork showing that my sale was FULLY APPROVED. I shouldn’t be getting my vehicle repoed or have to return it because of an error on the dealerships side.

  Business Response

  Date: 08/14/2023

  *** ***** had an approval pending verification of employment and proof of stated income by the lender. When she provided her paycheck stubs, her income was significantly lower than what she stated it was. Since proof of stated income was a requirement from the lender and didn't check out the lender did not fund the loan. We attempted to secure a new approval for her but she left her job which affected her ability to qualify for a new loan. *** ***** signed a spot delivery agreement that states, among other things, if the loan doesn't fund she would return the vehicle within 24 hours of any verbal, written, or electronic notice. We have given her that notice and she has refused to return the vehicle. We would like to resolve this without involving a recovery or repossession service and invite *** ***** to drop the vehicle off to us or provide payment in full.  

• Initial Complaint

  Date:07/11/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I went to the Nissan Service Center on July 3, 2023. I told them I needed an oil change and my car was making a noise. Advisor ***** **** rode with me for about a block so that I could let him hear the noise. I advised him that it made the same noise last year, he looked at his records and told me that they replaced a heat shield. They did an inspection and told me I needed a filter, a new serpentine belt and some other things done. He mentioned the serpentine belt more than once. It was a $265 charge for the replacement. I will admit I did not know what the serpentine belt was or what it did. I asked would this stop the noise that my car was making. He said he didn't know, and was not sure. He said they would have to perform a diagnostic and it cost $100. He told me that a senior technician would check to see what is making the noise. Wouldn't you know it, he said it was the serpentine belt making the noise. It cost another $100 for them to tell me that I needed a serpentine belt again. I asked why should I have to pay $100 for something that they had already told me. They would not back down, and said they provided the service. On 07.10.23 I received a text from the Mgr. ***** **** asking how was the service, I went through the info above and stated I felt that I should get my $100 back. Again no budging or willingness to compromise, no sorry, nothing. I am hoping that the noise doesn't start again because right now I really do not want to go back to Affenberg Nissan. I feel I should get my $100 back

  Business Response

  Date: 07/13/2023

  The customer complained about a ticking noise under the vehicle during check-in. We informed them upfront about a $100 diagnosis charge. Despite multiple explanations, the customer hesitated to authorize the charge, believing it was the same issue we previously fixed for free. Eventually, we agreed to perform a visual inspection, but found nothing unusual. We explained that a proper diagnosis was necessary to identify the noise source. Finally, the customer authorized the diagnosis.

  
  After spending almost an hour, we determined that the serpentine belt was causing the noise. Although we recommended replacing it during check-in, the customer declined. Without the diagnosis, we couldn't be sure that replacing the belt would fix the problem. Despite this, we gave the customer multiple discounts and allowed the use of ineligible coupons to satisfy her.

  
  She later expressed her concerns over the phone. We cannot refund the diagnosis cost as it was authorized and necessary, and we have already provided discounts beyond what was required. We have made extensive efforts to meet the customer's expectations and cannot offer further remedies.

  Customer Answer

  Date: 07/25/2023

  I have been a Auffenberg Nissan customer  for 40 years with no complaints and no it appears you have to know what is wrong with your car before you take it in and now it appears I have to know what is wrong with my car when i come into their shop.  I do not know anyone who can do that.  This whole thing about charging for a diagnosis is new to me.  They charged me $100.00 for something that I could not tell them to fix.  I did not know what was wrong with my car when I came in .  They told me I needed the serpentine belt only a few minutes after my arrival not a  hour a few minutes.  I asked is that what was making the noise.  They said they would have to do a diagnosis and it would cost a $100.00.  The diagnosis was I needed a serpentine belt.  I hate to lose 40 years of being a customer over $100.00.  They could at least meet me half way.  So, I guess the  new methodology is to charge people for telling them what is wrong with their vehicle and then charge them to fix it.  What happened to telling you what needed to be fixed on your car for free?  I may be old school because my first car said Nissan on one side on the trunk and Dodson on the other side of the trunk.  I never had to tell them what needed to be fixed or what I wanted done except maybe a oil change or new tires.  Now I have to pay you  to fix what is broken and you may not be 100% percent correct. 

• Initial Complaint

  Date:05/22/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a vehicle and never received a title so cannot register the vehicle. I cannot legally drive and cannot enter the military base where I work so cannot go to the office. I notified the dealership of missing title and they stated they sent a title via UPS. They provided a typed document stating UPS delivered. The name they typed as the person receiving the document has never worked in our building per the building management office. Documents are signed for my the concierge but no one by the typed name has ever worked for the building. There was no signature of delivery provided. I asked why I wasn’t called or emailed to notify that the title had arrived as I would have picked it up. I was told they are too busy to notify purchasers. I asked if they would provide dealer plates till I received the title. They refused. I asked if they would provide a loaner till the title arrived. They refused. I asked if they would purchase my vehicle back. They refused. I have called the dealership on numerous occasions to learn the status but they have not answered my calls and have not returned my calls. I have an unregistered vehicle sitting in the garage. The state is sending me notices saying I should have registered the vehicle already. The dealership refuses to provide any resolution and refuses to keep me abreast of the situation. My government job keeps asking when I can return to the office. I have no answer as the dealership does not answer nor return calls.

  Business Response

  Date: 05/24/2023

  Mr. *******'s title was delivered to his address via UPS Next Day on 2/14/23. We do not have control over who signed for it at their building. As we discussed when he visited our store 2 weeks ago, we have taken immediate action by ordering a duplicate title. We are currently working closely with the previous owner and the state of IL to expedite the process as much as possible. During his visit, we expressed our sincere apologies for the inconvenience he is facing.
  We will keep Mr. ******* informed as soon as we receive any updates regarding the duplicate title and a timeframe for its issuance.

• Initial Complaint

  Date:02/15/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Purchased a used car less than 30 days ago. the car is a 2019 GMC Acadia, in this past week the car is flashing warning lights for drivers assist is flashing, the engine isnt heating up, and the heater is stuck on. having to turn the car off to get the heater shut off. the dealer is refusing to look at this car. any help with this matter would be appreciated.

  Business Response

  Date: 02/17/2023

  Mr. ****** has an appointment to diagnose his concern. We appreciate the opportunity to make the vehicle right.  If he has any further issues, please let us know