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:11/22/2024

  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.

  ** Martin Nissan re-caliberated a newly installed transmission on a 2018 Nissan Sentra after reporting it was necessary to repair a malfunction warning of the automatic braking system. The repair occurred on 11/15/24. After the repair was completed, the car was driven 20 miles and the malfunction warning returned. The car was taken back to the dealership on 11/16/24 and the service staff advised the warning light would go off if the emergency brake function was turned off. The business also requested payment for a diagnostic test and stated a technician was not available to complete it. The staff stated once the emergency function was turned off, the car would drive fine. On 11/20/24, the malfunction warning returned and the car began to brake while on the highway. The car was returned to ** Martin Nissan and they advised the warning was not on after driving the car 15 miles so there was nothing for them to diagnose but requested payment for a diagnostic again. Two hours later, the car was picked up and the malfunction returned after 10 minutes of driving. ** Martin Nissan has not in good faith completed any repairs for this problem they were paid to do initially which has put me in danger while driving.

  Business Response

  Date: 11/25/2024

  This vehicle was brought in from a company named Shrouts Towing stating that they installed a new transmission and needed it to be programed. Upon the technician attempting to program the transmission we found that it was not replaced with a new transmission, but possibly a used transmission. We then called Shrouts Towing and asked what parts specifically were installed and was told they installed a used transmission and a used transmission control module from a different vehicle.  Our technician proceeded to program the used TCM and transmission. We also noticed the vehicle had an open recall for the brake switch so we performed that as well. Once all services were completed we called and updated Shrouts Towing and let them know the vehicle was ready to be picked up. Shrouts Towing paid the bill for the customer (***** ********) then had Kyren pick up the vehicle from ** ********************** Nissan directly. The guest (***** ********) returned the following day stating that his forward collision light was on and it was not on before dropping off at Shrouts Towing. I then proceeded to explain to him that nothing that we completed would be related to the forward collision light and for us to complete a diagnostic there would be a fee to do so, however if in some way anything we did was related to his issue we would take care of the issue. Kyren then declined the diagnostic stating that his vehicle just got out of the body shop recently at Caliber Collision ****** and that he would be taking back to them since this was not an issue prior to the accident and he assumed it was accident related. The forward collision systems are often failed when the vehicle is in an accident so this is highly likely that it is related to a prior collision, so we agreed that it could be a possibility.  
  
  We received a phone call that following Monday from Caliber Collision stating they believe the recall we completed was the cause of the forward collision light turning on. We told them we do not believe that is the cause however if you want to send it over for diagnosis we will look at it and if in any reason it has anything to do with the recall we will take care the issue. However if it is not related then there will be a diagnosis fee. Caliber Collisions response was We will let the customer know and will have the vehicle brought over. The vehicle then arrived and our technician completed a full system scan and there were no DTCs in the system at this time and no forward collision light illuminated. We contacted Caliber and they told us that the codes mustve been reset when they looked at the vehicle themselves and sent me a screenshot of the codes they had found. We explained that we would not be able to use this for any type of warranty repairs or diagnosis and that we would have to see the issue live when the vehicle is here. We received a photo from ******* showing a stop lamp switch code and a transmission code and explained to caliber that the codes they believe were the cause of the guest issue were past codes not current or pending. The only current code we found was a code for  a transmission error. We then proceeded to have our technician drive the vehicle for around ***************************************************************************************** issues occurred. When speaking with the guest (***** ********) we explained that the diagnosis fee would apply since the issue was not related to any work ** ********************** completed and we still had the technician take the time to attempt diagnosis. At this time the Kyren stated that he would not be paying for the diagnosis and the Caliber will need to pay. After explaining to Kyren that Caliber Collision stated The guest is responsible for the repairs and diagnosis he then informed us that he was not told by ******* that he would be responsible for payment. The guest (***** ********) then explained to us that Caliber requested for him to return the rental vehicle he was in and he was now out of a vehicle. We then told him we would contact the general manager from Caliber Collision ****** on Monday to see if he will be taking care of the diagnosis and allowed the guest take the vehicle without payment. We spoke the Caliber on 11/25/24 and they are refusing to pay for the diagnosis and stated they let Kyren know that it was his responsibility.  So we will have to try and collect from Kyren or write off the fee internally. At this point in time Kyren has not paid Ed Martin Nissan of Fishers for any diagnosis or repair for these issues on his vehicle. It is also ** **********************s stance that none of his issues with the forward collision light are related to any work we have completed.

• Initial Complaint

  Date:10/31/2024

  Type:Customer Service 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.

  Purchaaed a vehichle in July 22. I purchased a ************* plan with the car. I paid the car off in Aug 24. Nissan Finance sent me a statement informing me to contact ** Martin and request a refund for the remaining portion of the **** I have contacted them several times and they refuse to respond. This is poor business and they need to refund what I am owed.

  Business Response

  Date: 10/31/2024

  Our General Manager, ******* ******** will reach out to you shortly.

  Customer Answer

  Date: 11/05/2024

  Spoke with ***** ******** on several occasions and she stated she had given our info to the ** and it was in his hands. Ive attached the payoff letter for the BBB. This has been sent to ** Martin as well. 

  Customer Answer

  Date: 11/05/2024

  Spoke with ***** ******** on several occasions and she stated she had given our info to the ** and it was in his hands. Ive attached the payoff letter for the BBB. This has been sent to ** Martin as well. 

  Customer Answer

  Date: 11/08/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  [Provide details of why you are not satisfied with this resolution.]

  Spoke with ***** ******** on several occasions and she stated she had given our info to the ** and it was in his hands. Ive attached the payoff letter for the BBB. This has been sent to ** Martin as well. 
  
  Regards,
  
  ****** ******

  
  

  Business Response

  Date: 11/08/2024

  We believe our General Manager now has this handled for the customers. 

• Initial Complaint

  Date:11/29/2023

  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.

  I purchased a used 2012 Audi S5 at the end of May 2023. I had mentioned that I felt it had a transmission issue and was told that they would check it out (lie). After purchasing the vehicle the very next day there was a puddle of oil under the car. In order to repair it the charge was $3800 and we agreed upon me paying 1/3 of the cost and Ed ********************** the remainder. I purchased a transmission drivetrain warranty through ****** for $3,400. Tha car had a full transmission failure on 9/25/2023. The car has been in the shop since that day. Total cost incurred at Audi was $22,600. ****** would only cover $16,200 of that amount with me paying the remaining $6,600. The car still will not run Audi is now telling me it will need an engine out diagnosis for $5200 more. This is all tied into the transmission failure. Ed ********************** blames Audi so they arent interested if helping at all.

  Customer Answer

  Date: 12/06/2023

  Good morning,

   

  Ed Martins Director of Fixed Operations called on Monday and by Tuesday they had given me a free loaner, **** Nissan Rogue and we agreed for the to pick my car up from Audi ************ and take it to an independent mechanic that deals with these types of mechanical issues.  They are trying to rectify the problem.

   

  thank you,

   

  *********************

  Business Response

  Date: 12/06/2023

  Due to extensive amount of repairs the service contract has reached the limit of liability.  We do understand the frustration of the Millers and currently have them in a rental at our expense.  We also have the Audi at another facility for a 2nd opinion at our expense.

  Customer Answer

  Date: 12/18/2023

  I have signed a contract drawn up by Ed ********************** ********** stating that they are going to resolve the issue by reimbursing me $6,600 for my repairs done at Audi ************ and are going to pay for having the car repaired at a different shop for $8,900.  I am very satisfied with their response at this time.

   

  thank you

  Customer Answer

  Date: 12/20/2023

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this response/resolution is satisfactory to me. 

  I have signed a contract drawn up by Ed ********************** ********** stating that they are going to resolve the issue by reimbursing me $6,600 for my repairs done at Audi ************ and are going to pay for having the car repaired at a different shop for $8,900.  I am very satisfied with their response at this time.

  Regards,
  

  *********************