ComplaintsforOld Orchard Nissan, LLC

• Initial Complaint

  08/24/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I recently in the last week purchased a vehicle with Nissan Old Orchard where they tried to tack on a $5500 warranty that I stated I did not want. I have been calling since Tuesday to get the cancellation form to remove the warranty and have called multiple times a day and the company is giving us the runaround and will not sign the needed forms to cancel the warranty. This is not legal. I want the warranty cancelled and taken off my loan amount. They also told me I needed to finance through them for at least 3 months which also ended up to not be true! This process has been awful and they are the worse dealership Ive ever had to deal with.

  Business response

  09/03/2024

  The warranty has been cancelled and check sent to the customer.

• Initial Complaint

  08/14/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a 2022 Chrysler Pacifica at Old Orchard Nissan on March 20th of 2024 and by June I had brought this vehicle back 3 times to the dealership for repairs and requested an inspection each time. Finally in June I left the vehicle there for repairs and it is now August and I am just now hearing back about my vehicle and that it will cost me $6600 and the warranty that THEY sold me wont cover it due to overheating that was caused when the engine had an oil leak back in February BEFORE I purchased the car. I also asked the salesman before I purchase the car if it had any internal issues or engine issues and he lied and said it did not. This business is a scam and at this point, I just want to get a refund and give them the car. I have been lied to and manipulated by this dealership. Now I have a loan for a car I cant drive, a useless warranty and the 7K cash down payment I gave them is gone. The way they run this business has got to be illegal.

  Business response

  08/26/2024

  Because Mr. ***** ********************* service contract clearly states that "repairs or breakdowns caused by overheating" is not covered, the service contract will not cover the repair.  We know the vehicle was driven in an "overheating" condition as the Intake Manifold on the top of their engine was melted.  The vehicle being driven while it was overheating has nothing to do with past repairs.  We have reduced the originally quoted price of repairs by applying "goodwill funds" for the repairs and applying "wholesale discounts" to the overall costs as a way of assisting the *******.   The ******* "out of pocket" costs will now be approximately $3,950.00.  
  

  They are currently looking for a way to procure the funds for the repair.  Once they do, we will be replacing the entire engine.  Besides the discounts applied to their repairs we will not be participating in any other way.  

• Initial Complaint

  08/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  ****** Nissan sold me free old changes and tire rotation for the life of the car and then they were brought by old Orchard Nissan in January 2024 who agreed to armor their contracts. I made an appointment with them on 8/8/2024 at 7 am. I was told on a call the day before in the evening they were no longer armoring that package. This is a breach of a contract since they had took it over and agreed to continue the oil changes and tire rotation. Ttalked with owner ******************* who was very sarcastic and non-caring about customers. I feel they owe me at least half of the cost for that deal $150.00 for not informing me, canceling the agreement the night before, and never explaining why?.

  Business response

  08/16/2024

  Life time oil change was an exclusive offer from ****** Nissan, when the ownership changed we didn't take over ****** Nissan's maintenance/warranty liabilities. We suggest to contact *********************** for refund or to get your oil change.

  Customer response

  08/16/2024

   
  Complaint: 22110993
  
  I am rejecting this response because:Life time oil change was an exclusive offer from ****** Nissan but , when the ownership changed they agreed to honor that agreement. They did not give a notice of when it was going to stop. They are now responsible for agreement for taking it over and saying they would honor it.
  
  Sincerely,
  
  ***********************

  Business response

  08/27/2024

  Old Orchard Nissan never agreed to honor that agreement from ****** Nissan. *********************** is still covering free oil changes, please contact them for more information.

• Initial Complaint

  07/13/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I have called four times to get the price, out the door figure on a used vehicle I also told them that I was coming from ****** and be truthful with the information. I was told not to worry price and vehicle information was correct as listed on the website.I was told that the online price was the price. When went to the dealership, $41372 price becomes almost $60,000. I was told that I had to finance with them in order to buy the vehicle as well. I was paying cash. This is a complete scam dealership. DO NOT do business with them, EVER!I do not know how they are in business. Total BS.

  Business response

  07/26/2024

  Old Orchard Nissan has a policy that we do not increase the price of any vehicle nor add any market adjustment fees. We do offer a variety of aftermarket packages and warranties; however, customers are not obligated to purchase any of these products as part of the purchase of any vehicle. The only thing we require is that customers pay their standard mandatory state fees such as Tax, Title and Registration along with documentary fees. Customers are always more than welcome to purchase any vehicle of their choice at the advertised list price.

  Customer response

  07/26/2024

   
  Complaint: 21984788
  
  I am rejecting this response because:

   

  I have read the dealers response.

  I suggest go in as a midterm shopper to see the reality. They would not sell me this vehicle if I did not finance with their lenders, they would not allow me to pay cash. $3995 dealer prep fee and $308 dealer fee were a must pay. I spend money to fly to ******* and stay at a hotel plus my daily expenses for to find out this scam.

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

  Business response

  08/03/2024

  It is our policy that we do not increase the price of any vehicle nor add any market adjustment fees. Customers can purchase any vehicle at the advertised price and pay cash. 

  Customer response

  08/05/2024

   
  Complaint: 21984788
  
  I am rejecting this response because: It was not the case when I went to the dealership. I travelled from ****** to ******* for nothing and spend time and money for this poor treatment.
  
  Sincerely,
  
  *********************

• Initial Complaint

  07/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a new Nissan Frontier from ****** Nissan in Skokie in 2019. As part of the purchase, I paid for a lifetime oil change and tire rotation package. The new owners, Old Orchard Nissan, will not honor the package.

  Business response

  07/22/2024

  Life time oil change was an exclusive offer from ****** Nissan, when the ownership changed we didn't take over ****** Nissan's maintenance/warranty liabilities. We suggest to contact *********************** for refund or to get your oil change.

• Initial Complaint

  06/17/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Unethical and unprofessional business practices. My step daughter chose to not finance with this dealership due to high interest rate. when we tried to purchase vehicle with our own financing the dealership employees passed us around on the phone and were mimicking voices acting as if they didn't understand our questions. when our credit union finally got ahold of manager they admitted they will not allow someone to purchase one of their vehicles if they do not use the car dealers financing because they make more money that way. never been treated as unprofessionally by any other dealership in my life and I truly believe they pressure the vulnerable into high interest rate loans.

  Business response

  06/21/2024

  Customer was approved for higher rate due to thin credit file and was going to come back with co-signer, however decided to bring their own financing. Per our phone conversation dealership agreed to accept their financing, but customer never showed up with the bank check. We will be more than happy to accept their financing if they choose to move forward.

  Customer response

  06/26/2024

   
  Complaint: 21862397
  
  I am rejecting this response because: Their statement is completely false and does not address the complaint. This shows the business does not take things seriously and my next step is to not file complaint direct with Nissan corporate. 
  
  Sincerely,
  
  *************************

  Business response

  07/02/2024

  I have investigated the content of the above referenced file with all employees involved in the communication with complainant and the allegations that are made appear to be the result of misunderstanding. Customers are always welcome to come in to the dealership and purchase any vehicle of their choice and use their own financing. Thank you.

  Customer response

  07/07/2024

   
  Complaint: 21862397
  
  I am rejecting this response because:
  
  

  the business still hasnt addressed the issue of unprofessional conduct by their employees  when I called to discuss issue with manager they mocked me and talked as if they didnt understand my language until I got frustrated and hung up. I called twice and this happened both times. Extremely unprofessional and unethical place to do business and it goes all the way to the top with management. 

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

• Initial Complaint

  04/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a vehicle from ********** Nissan dealership on 1/3/24. The very next day I came back with first issue which was sunshade on rooftop wont open. A week and a half after I came back again and was complaining about issues with speaker, engine, sunshade and brakes. I was told that warranty I have purchased with the car was bumper to bumper and that I have to wait 30 days for warranty to kick in and that after that I can come back or go to the porsche dealership which was so much closer to me than nissan old orchad. After waiting for 30 days I went to the porsche dealer and explained every issue with the car. **** told me that before they do anything I should call a warranty place and ask them what its not covered just in case. When I called the warranty place they told me that it is not bumper to bumper and that basically they wont cover 90% of the issues. Then I decided to go back to nissan and complain. They told me that they can refund the warranty or they can make the warranty place fix the issues even though they told me they wont cover it. Went there again after 2 days and basically they said that they can fix the sunshade through warranty or they cannot do anything. They told me I can sell the car to carmax or someone else and that would mean for me losing approximately 10,000$. I would like the dealer ship buying the car back from me without me loosing that much money. Im okay with paying for the miles Ive put in which is probably around 1200 ( around 300 miles from it its from driving to the dealer and back home).

  Business response

  04/29/2024

  We offered customer to fix the issue with sunshade even though warranty wasn't covering it, and cancel the warranty if his not happy with coverage. The option of trading the car in was also presented to the customer. If he wants to proceed we will be more than happy to accommodate.

• Initial Complaint

  02/24/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Vehicle was sold with over $16,500 in damages/repairs. Damages include, but not limited to:-Defective/Peeling Dash - $9,000 -Defective Door Speaker - $727 -Defective/Broken **Pillars - $1350 -Defective Tires - $2300 -Out of Alignment - $400 -Engine Issue Diagnosis only - $575 (Repair likely to be over $6000)-Transmission Issue Diagnosis only - $147 (Repair likely to be over $10,000)Invoice attached from Porsche Dealer.Bill of Sale from dealership also attached.

  Business response

  02/29/2024

  After reviewing ****************** concerns, we find that all of his current concerns are of a visual or cosmetic nature.  As an example...the dashboard separating.  It is noticeable with a simple visual inspection.  This "needed repair" was brought to our attention by ************** during the vehicle's demonstration...he was aware of this and accepted this in lieu of the low price he was getting on the vehicle.  Tires, trim, dash, speakers are all items that can be easily seen by ************** or during an inspection performed by any mechanic of his choosing...as it was his option to do so before the purchase of the vehicle. 

  Because we have kept all promises made during the sale and the items he is now concerned with were not hidden from him in any way while he was purchasing his vehicle, we will not be participating in the cost with any of the repairs. 

   

   

   

  Customer response

  03/01/2024

   
  Complaint: 21341515
  
  I am rejecting this response because: I am sure you can read the attached invoice by my local Porsche dealership. The "Visual" you mention is only the dashboard. There are other concerns like Engine, Transmission & Tires.

  This vehicle was grossly misrepresented for sale as "No Issues". The engine idles extremely rough, the transmission shudders/vibrates in sport mode. And the tires have passed the expiry date of 6 years as they are dated 2018.

  These issues that i just mentioned are not "visual", they are mechanical. (as confirmed by the Porsche dealer, as per the invoice attached). Mind you the invoice does not even state the cost of repairs for the engine and transmission YET.

  This vehicle has a minimum of $26,000 in damages as stated by my local *************** Advisor.

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

  Business response

  03/05/2024

  Similarly to "visual" concerns mentioned in our recent response are not only ones that you can see, but also concerns that are apparent while driving the vehicle (Ie. performance concerns) at the time of purchase. I would have to assume the "performance concerns" you are now experiencing were not evident at this time and are not predictable.  You also had the opportunity to have the vehicle inspected by a mechanic of your choice before you purchased it, but elected not to.  In response to your "tire date" concern...the "date" on tires is a date of recommended replacement and not that of a mandatory replacement.  Even the ****** doesn't have a "hard and fast rule" for this, but rather recommend tires to be replaced (no matter their condition) at ten years.
  For these reasons, we will not be participating in any of the repair costs or diagnostic fees.

  Customer response

  03/05/2024

   
  Complaint: 21341515
  
  I am rejecting this response because:

  You will say whatever you need to say to protect yourself and to not help pay for the repairs on a severely misrepresented vehicle that you sold.

  Shame on you for selling a vehicle like that. Even with the cosmetic issue like the Dash, your listing did "not" mention that. Which means that you "intentionally" misrepresented the vehicle.

  All your responses will be rejected. I have sufficient evidence of over $16,000 in damages, potentially leading to $26,000 after further diagnosis. There is no way around this for you.

  I have even left you feedback on ******* which have swayed many potential buyers from your dealership, people are contacting me to thank me for my review. I have over 6000 views and over 30 messages from people across the country. Apparently looking at other reviews, you have done this to other buyers as well.

  It's very sad that you do not want to even "help" with anything. Shows your customer service. Karma catches up quick.

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

• Initial Complaint

  02/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  * Dealership engaged in unfair and deceptive practices for a 2022 ********** ATLAS V6 SEL PREMIUM R-LINE 4MOTION (1V2FR2CAXNC52027), regarding of the state of the vehicle, by failing to disclose that this vehicle's warranty is void.* Salesman committed fraudulent misrepresentation after we argued over warranties as part of the negotiation of the price of the vehicle, suggesting this car's warranty was superior to another same make/model/year vehicle.* It was assumed by the buyer that the manufacturer warranty was still valid as estimated by the Carfax report. * Dealer willfully omitted material knowledge that the car had no warranty until after the point-of-sale.* In signing papers, a document referencing "some" imported cars do not have warranty transfers, was signed, but dealer downplayed the risk and claimed no knowledge that this car's make fell into that category, further omitting the truth that there was no warranty for this vehicle.* I would not have purchased the vehicle if I was aware of the material fact there was no warranty on the vehicle. From the negotiations, the dealer mislead me to believe this car had a better warranty remaining than other similar vehicles nearby. I feel cheated by the dealership as I was unaware that this car's warranty was void in the US (contrary to Carfax report). * I would like to receive an extended warranty protection for this vehicle as compensation for the false representations made by the dealership.* Sale occurred on 2/3/24 at the dealership location.

  Business response

  02/09/2024

  We provide complimentary online access to the Carfax report for all our vehicles, disclosing their origin. If by any chance they are overlooked, customers will receive the Carfax report when finalizing the transaction. Additionally, customers are obligated to sign a ******** vehicle disclosure, acknowledging that the vehicle was imported from ****** and purchased through an American auction. Please see attached both the signed ****** report and the ******** vehicle disclosure.

• Initial Complaint

  11/27/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  ****************** states that he came to your dealership on May 31, 2023 and he paid a $100.00 deposit on the vehicle with the intent to purchase it. ****************** states that the salesperson then agreed that ****************** would bring the remaining amount due later in the week. ****************** states that he told the salesperson that he had his own financing and that he would not be using dealership assisted financing.****************** states that he received a text message later in the week that the vehicle had been sold even though it was agreed that ****************** would bring in the remaining balance owed. Additionally, ****************** states that your dealership ran his credit 7 times with different financing companies without his permission. ****************** states that the entries appear on his TransUnion and Experian credit reports thereby lowering his credit score. Additionally, ****************** states that the Dealer ship refused to refund the $100.00 deposit.****************** is asking for the inquiries be removed from his credit history. And ****************** is requesting his $100 deposit be refunded ASAP.

  Business response

  12/07/2023

  Customer came in to our dealership looking to purchase a pick up truck. He filled out a credit application with us and gave ** permission to obtain an approval on his behalf, then he informed us that he is able to get his own financing and left us a $100 deposit, however; customer was informed deposit does not hold the vehicle. We are more than happy to refund ****************** his deposit back. He can reach out to our general manager **** at ********************************.

  Customer response

  12/10/2023

   
  Complaint: 20918827
  
  I am rejecting this response because:

   

  The dealerships response is not the correct timeline of events.    I was clear and upfront and with the sales person *** and the Manager **** that I had my own financing and did not need financing from the dealership.       **** told me that the dealership could match any financing options that I already had and to give him a chance.    He also went on to say that in order to get the deals and discounts that he was offering I had to finance the car through the dealership.
  So, he pushed me into a corner and made me agree with him to run my credit.   Furthermore, he ran my credit a total of 7 times on Experian and 7 times on Transunion.   At the end of this, and after waiting in the dealership over 2.5 hours he came to me with financing options that were not better than I already had on my own.    Furthermore,    this has left negative items on my credit that need to be removed.   In addition, this has left a very bad taste with me because  I informed him previously that I didnt need their financing.
  Because I was still interested in this vehicle and against my better judgment;   I agreed to give him a deposit to hold the vehicle and promised I would comeback with the balance and pickup the car on the following Saturday morning.
  To add further insult, **** decided to sell the vehicle to someone else mid week after this car had sat at their dealership for over 200 days.  **** went on to have the sales person send me a text message that the vehicle is sold.    I have all these text messages to back up and prove what I am saying.
  I order to resolve this I want the dealership not only to refund my money.   They need remove these inquiries from my credit as well.   If they are not willing to do both of my requests, I will pursue this matter with the **** and the BBB and any other regulation agencies necessary.
  
  Sincerely,
  
  ***************************

  Business response

  12/19/2023

  We will issue a refund for the deposit to the consumer, please advise if you would like a check mailed or the consumer wants to stop by the dealership so we can put it back on the card.  We will also assist with writing letters to Experian and Transunion on behalf of the consumer requesting to remove the inquires.  If you have any questions please reach out via email *********************************

  Customer response

  12/22/2023

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

*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. ↩