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:05/28/2024

  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.

  4/3/24 purchased a car was informed by multiple people that it is road ready And is gas n go ready. It has had several small issues I cannot get resolved. And now, In slightly over 1 month I had a check engine light come on when I was more then 100 miles from home. I went to ******* and the code came up as catalytic converters. I had to return early from the trip to bring the car in. I brought it to my mechanic and the same code came up. I am suspicious of the code after the mechanic said it was an existing problem and has been erased. I spoke to *********************** and he told me to bring the car in. I informed him that I believe I was sold a faulty vehicle and I dont trust it and no longer want it. I brought the car in with printout from mechanic and the key. They have had it a full week now and I have not received one single call. I have kept track of all my calls and texts since I purchased. They have either been unhelpful, rude or completely ignored me and my calls.

  

  Business Response

  Date: 06/13/2024

  Kelly Nissan is working with the customer to rectify any issues with the vehicle. It was determined the alternator needed to be replaced. The customer did decline a warranty that would have covered this item. We still worked with the customer to take care of the repairs at no cost to her. The issue has been addressed and resolved.

• Initial Complaint

  Date:05/22/2024

  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 bought a car from Kelly Nissan in June of 2021, with the paper work that I signed was a service contract for oil changes until June 2027. I used to work not too far from there so I thought I can stop there before or after work to get the oil changed. I was able to schedule few oil changes but I was still in there over 3 hours each time that is a really long time just to get an oil changed, I do not work in that area any longer and every time I try to get an appointment it's 2 or 3 weeks ahead, or I can drop the car off, I do not work or live close to the dealer ship. So I called ******************** and the company that the contract with ( Foresight ) and no help from neither one.Can you please help me get some kind of refund. I read some reviews and some other customers have similar issues

  

  Business Response

  Date: 05/24/2024

  I spoke with the customer regarding the issue and we came to an agreement. The customer no longer lives or works in the area. The maintenance plan for the vehicle no longer makes sense. Kelly Nissan is issuing a refund for the remaining balance of the plan. This complaint has been resolved by Kelly Nissan and the customer.

• Initial Complaint

  Date:12/24/2023

  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 bought a 11 Nissan Murano 3-7-22. I was sitting at the salesperson desk and a woman got out the car and about 2 hrs later car was mine..I say this because I don't believe the car was checked out before it was given to me for purchase. Before driving off lot car stopped..KN put in another battery next day. I give it about 3 months later check engine light came on KB diagnosed and said I needed a catalytic converter which at first they asked me to cover or pay half ..they ultimately made the repair. I have gotten my oil changes every time it's needed.. however the car doesn't have air conditioning, door handle broken, other catalytic converter, etc I am a single mom with a disabled child who works part-time I need a reliable vehicle to drive..this car has over $7,000 worth of work needed . KN can look up all that they stated is needed. On Wednesday ***** I had an appt for an oil change but radiator was leaking (I wasn't sure at the time) I had car towed in for oil change. I talked to person who answered me and Manager ***************************** who had a discrepancy on what our conversation was on the car (too much too explain) in the end ***************************** told me from now on I can bring my car in for oil changes..they will not diagnose. Service Advisor *** didn't know I could here her when I called in to check on my car and I overheard *********************** ranting and mocking me to her coworkers. I told this to ****, ***************************** and ***..this behavior was unacceptable. I still pay a car note on this car and the excessive repairs and customer service was a terrible experience.

  

  Business Response

  Date: 01/02/2024

  While we certainly apologize if ****************** feels like she has received poor customer service, we don't think ****************** understands that she bought a pre-driven vehicle that at the time was 11 years old and is now 13 years old.  Unfortunately, used and older vehicles are going to need repairs sooner and more frequently than brand new ones.  We certainly have understood ********************** situation and that is why we have paid for repairs in the past but at some point, we can no longer accept 100% responsibility for a 13 year old vehicle that she has owned for almost 2 years.  The radiator repair that is needed would normally cost $1,300 and our service manager cut the repair cost in half as a goodwill to *******************  That is what we can do for ******************.

  Customer Answer

  Date: 01/03/2024

   
  Complaint: 21053107
  
  I am rejecting this response because:
  The response from this company shows the care and concern that Kelly Nissan give to their customers. I understand the car was used, however I feel KN neglected to do a proper inspection before selling the vehicle. I do not accept this response nor did anyone call me regarding this manner. 

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

  

  Business Response

  Date: 01/04/2024

  ********************** vehicle was inspected and in fact we replaced the alternator the same day it was traded in and the same day she bought it.  On a vehicle this old we do a minor safety inspection to make sure it is safe.  This does not mean it is perfect.  We have offered the radiator repair at an extreme discount.  This is all we can offer.

• Initial Complaint

  Date:06/05/2023

  Type:Billing 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.

  Kelly Nissan charged me a **** cash down payment on a car an that was a violation of consumer law rights

  

  Business Response

  Date: 06/06/2023

  We have received ************' complaint and we have reviewed it.  ************ bought a vehicle from ** in August of 2021 and now believes that her down payment that was used to lower her amount financed is now somehow illegal?  She has written ** a letter sighting several laws and codes that makes absolutely no sense to ** or our attorneys.  We simply sold ************ a vehicle upon which she needed to finance it.  She put $1,100 down which in turn lowered her amount financed.  We will not be refunding her down payment or paying off her debts.

• Initial Complaint

  Date:04/03/2023

  Type:Sales and Advertising 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.

  Contacted them regarding a vehicle they had priced online. After talking with two (2) sales representatives, the last one told me the price would not be as advertised....... the company is falsely advertising products for which it cannot provide. The second representative stated that the price was inaccurate, but they would be unable to fix for several days (which is unacceptable). Changed price from $25,605 to $43,000. Attached is the printout showing their advertisement. Contacted dealership again to verify pricing ...

  

  Business Response

  Date: 04/03/2023

  We apologize for the miscommunication. There was an advertising error displayed on our website. The issue has since been corrected. You can find in the disclaimer clearly located right below the price. The disclaimer states:

  All vehicles subject to prior sale. Excludes tax, title, license, doc fee and reconditioning fee. All rebates and incentives in lieu of special financing. See dealer for details. Must Qualify for all special financing. Dealer not responsible for pricing errors. Please contact Sales Manager for daily market adjustment cost. 
  

  Thank you for alerting us of the mistake displayed on the website. Have a nice day.

• Initial Complaint

  Date:11/17/2022

  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 initially my car towed to Kelly Nissan in for a multi-point inspection to ensure the vehicle's drive ability. I was assessed that my vehicle needed a radiator (assembly, clip and cap), thermostat, gasket, and a/c condenser, and a/c recharge. Kelly Nissan at this moment were absolutely professional, through, and courteous while offering service to my vehicle. The aforementioned repairs totaled to $3523.99 and was paid via financing through a company called *******. My first issue came when I came to pick up the vehicle; despite having the repairs paid in full, the vehicle was not released to me initially because my service rep did not report to work. Upon explaining my particular method of payment and informing the staff of me living 3.5 hours away it wasn't feasible to come back the next day. At this point another rep ********* my keys and said they would to get squared away. Upon driving the vehicle I immediately noticed it was bit loud. I decided to call the next day since the car was idle for a extended period of time. After calling back my rep *********************** assured me that my car was running fine, but bring it back if you have concerns. I brought the vehicle back to Kelly Nissan because the noise emitted was unbearably loud. After diagnostic it was assessed that I needed new exhaust clamps, front wheel hub, and rear brake pads. I explained I wasn't happy about the second inspection of this car, because my objective was find all and any issues with the vehicle and repair them so the vehicle would be truly driveable. **** at this explained that the vehicle wasn't driven very much after the initial repairs. I approve the exhaust clamps being replaced which totaled to $102.70. Upon picking up my vehicle I was initially told no one knew about my payment method, but was given the vehicle after 1.5 hours. My vehicle overheats and starts blowing smoke; I tow my vehicle back to Kelly Nissan and they assessed it needed a new radiator cap and accessories.

  

  Business Response

  Date: 11/18/2022

  ********************** had his vehicle, a 2013 Nissan Maxima with ******* miles, towed to our dealership after the vehicle had been in a major accident. *** customer has never been to **********************. He asked us to diagnose the vehicle.His complaint was the vehicle would jerk and hesitate after fifteen minutes of driving. *** technician found that the radiator was leaking, and the air conditioning condenser was pushed in due to the damage done to the vehicle. ***se repairs were necessary to fix the complaint the customer had.
  

  ********************** approved the work, and we repaired the vehicle. *** customer went through a 3rd party financing company that we provide to pay for the repairs. When the customer came to pick up his vehicle ********************** did not receive the funds for the repairs. It is unfortunate but sometimes it takes longer than expected for the services to be funded. We have a policy that no vehicle is allowed to leave if there is any outstanding balance. Our service manager gracefully allowed him to take his vehicle without payment because the customer did not live nearby.

  *** customer called the service department a couple days after picking up his vehicle and asked if we could look at his vehicle again. His complaint was a loud noise. After diagnosing the noise concern, the technician found that the front wheel bearings were failing, and the exhaust clamps were rusted and rotted. *** customer approved the exhaust clamps and declined the wheel bearings.
  

  Two weeks after the second repair, the customer brings in his vehicle again. His complaint was the check engine light was on and the heat stopped blowing warm air. *** technician found that the radiator hose was cracked and leaking. When the technician did his initial repairs on the radiator, he had to bleed the system and allow fluid to flow through the radiator. This is to test the radiator to ensure proper function and no leaks. At the time of the first repairs, we bled the radiator and found no leaks. *** radiator was working properly, and the hose was connected with no leaks.
  

  *** customer is upset that his vehicle needed additional repairs after the initial. We were asked to diagnose the hesitation and jerking concern. *** inspection of the wheel bearings was not mentioned nor is it included in the inspection of the radiator. *** radiator hose broke after picking up his vehicle. It is very unfortunate that this happened. *** vehicle is nine years old and has over ******* miles. *** vehicle will most likely have another concern later down the road. We unfortunately cannot make his vehicle a brand new one. All we can do is repair the vehicle and piece it back together.

  Customer Answer

  Date: 11/22/2022

   
  Complaint: 18417838
  
  I am rejecting this response because the statements made by Kelly Nissan are completely inaccurate; The third party financing offered to me was approved for more than estimated repairs, but I was told no one, but **** knew how to access ******* financing to properly invoice my account. I also have no issue with the cars needing repairs, this is the I brought my vehicle to Kelly Nissan. My expectation was that Kelly Nissan would perform a full inspection of my vehicle and inform of what work needed to be done. Kelly Nissan failed to do this because I was not informed of my engine leaking or the issues with my exhaust clamps were not mentioned to me. Had my vehicle been diagnosed properly I would have prioritized around making sure that my engine was repaired. Kelly Nissan misdiagnosed my vehicle and failed to honor the parts/labor warranty on the radiator, cap, and hoses that was repaired under 12 months/12,000 miles. I am sorely disappointed in the service I received at Kelly Nissan especially since I was nothing, but courteous even in the midst of their mishandling of several my vehicle and making sure there weren't so many hiccups in providing a efficient experience for the customer.  My vehicle isn't driveable due to them refusing to perform the repairs necessary to honor the warranty and at this point I don't trust them to do repairs and that is why I'm requesting a refund.
  
  Sincerely,
  
  *******************************

  

  Business Response

  Date: 12/13/2022

  ********************** brought his vehicle in for an issue related to overheating of the engine. The vehicle was not drivable when it was first towed to Kelly Nissan.  With every service we perform a multi-point inspection. Unfortunately, this inspection does not include going through every single detail of the vehicle. We check for visual items such as brakes, tires, drive belts, etc. The vehicle was brought back to Kelly Nissan for a noise complaint, not related to the initial repair. The technician diagnosed the noise and determined the vehicle needed exhaust clamps and wheel bearings. These two items were not discovered during the first inspection because they were not mentioned by the customer and the vehicle was not drivable. We were asked to diagnose the engine overheating.

  
  The vehicle was brought back for a third time. This time for an issue related to the radiator, which we replaced during the first visit. The technician found the upper and lower radiator hoses were cracked and needed to be replaced. These two parts were not part of the radiator assembly. This is the reason why we cannot replace them under the 12 month/ 12,000-mile parts warranty. When the radiator was replaced, we did a pressurized radiator test to make sure proper function, along with checking for leaks. At that time the radiator passed inspection and there were no leaks found.

  
  Unfortunately, Kelly Nissan cannot offer ********************** a refund for the repairs done to the radiator. We can offer the customer a 50%discount to replace the radiator hoses.

• Initial Complaint

  Date:09/29/2022

  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.

  Today is 9/29/2022. On 9/24/2022, less than a week ago, I purchased a brand new, 2023 Nissan Rogue from Kelly Nissan. I only went to this location because my sister referred me to this one and now after this issue, she hates that she sent me here. The same day I drove the vehicle off the lot I smelled a slight burning smell but thought it was simply something in the air near me, never would have guessed it was a brand new vehicle with less than 16 miles on it. Later that same day, I noticed the vehicle was leaking fluid underneath. Unfortunately, I noticed this after the dealership had already closed for the weekend so I had to wait until Monday to take it back in. I returned the vehicle IMMEDIATELY Monday morning only to be told after waiting for hours that I would need to leave the vehicle for it to be worked on. HORRIBLE! This is a 2023 vehicle, brand new! Days go by and I ended up calling in to check on the vehicle which at this point, I NO LONGER WISH TO KEEP! The sales manager, ******, tells me he has no update on the vehicle. I have heard from NO ONE at Kelly Nissan regarding this issue and I am LIVID! I told the sales manager, ******, that I wanted to cancel this sale and get my money back or I would like a BRAND NEW VEHICLE... NOT THE REPAIRED ONE! He refused. He also assured me that he would call me back which of course, he never did. More terrible service. I am extremely disappointed with Kelly Nissan as they obviously don't stand behind the product they sell and they don't put the customers satisfaction first. I fully intend to contact Nissan corporate headquarters to complain about this dealership and this issue with the vehicle. I would like to have either my deposit refunded and this sale CANCELLED or another NEW VEHICLE that is NOT this "repaired" one. I will make sure that all of social media knows about how horrible this dealership is. This is totally unacceptable. I will also follow up with an attorney if this issue is not rectified very soon.

  

  Business Response

  Date: 10/10/2022

  We have taken the original vehicle that Ms. ************* purchased back and given her a brand new vehicle.  We thank ****************** for her patience as it took a little bit to find an exact duplicate but we believe that she is satisfied now.

  Customer Answer

  Date: 10/12/2022

   
  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,
  
  *****************************