ComplaintsforSwope Nissan

• Initial Complaint

  03/07/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We got a 2020 Camry from here in December of 2022. We had a great experience with salesman and have been loving it. However, the AC started making a noise this week and we had it looked at to be told that it would cost $1200 to fix it. Keep in mind, we bought it in December so we haven't used the AC but a handful of times since we bought it. The service department tech and the manager were both very rude with my husband while he was at the shop. We called back our salesman and he was nothing but nice and said we should talk to the sales manager. He also was a bit rude about the situation. We didn't buy an extended warranty, but I drive it daily to louisville so we put about 5,000 miles on it since we got it. When we asked about the inspection, he said that the car passed inspection in July. As I said, we bought the car in December, 5 months later. When my husband mentioned this, the manager said that there was nothing that would have gone wrong since it was sitting. He was not helpful at all. We understand cars are manmade and it does have 50,000 miles on it, but this dealership did not help us at all and does not stand behind the cars they sell.

  

  Business response

  03/08/2023

  Thank you for reaching out about your experience at your last visit.  Swope vehicles undergo a multipoint inspection by a Certified technician, prior to being displayed for sale. In addition, Swope vehicles come with a 3-day exchange. At the time of sale, the customer is presented with the option to purchase an extended warranty. We also disclose at that time that the vehicle they are purchasing is sold AS IS and has no warranty other than whatever is left of the manufacturer’s warranty, if applicable.
  
  After reviewing the service history, the vehicle was brought in on 03/07/23 for regular maintenance and at that time the customer mentioned the A/C system not working properly. At that appointment our Service Advisor notified the customer that to diagnose the issue, a dye test must be performed and what the cost would be to perform it. At this point, a diagnostic would be needed before an exact repair total could be determined.
  
  With the issue appearing 3 months after the sale, and without an extended warranty the cost of the diagnostic test and repair would be the customers responsibility. We are happy to work with Mr. Armstrong regarding alternative financing terms for his service repair if he would like.

  Customer response

  03/08/2023

   
  Complaint: ********
  
  I am rejecting this response because: the bigger issue was that the staff treated him horribly. They were very rude and acted like he was stupid when he was trying to talk to them about the issue. 
  
  Sincerely,
  
  ****** *********

• Initial Complaint

  01/09/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I paid $350 for a battery replacement. That is not my complaint at all because I have no issue paying for what needs to be fixed. I broke down on the side of the road, my battery light came on and my car had to be towed into the business. We were concerned that the alternator was malfunctioning. I told the people at the business my concerns about this. They told me that there was nothing they can do on that day because it is a Saturday. They did test the battery and say it was bad and needed to be replaced and told me they would replace the battery and then said they would check the alternator as I asked them to do. They called me on Wednesday and told me the battery was replaced and my car was good to go. I asked them if the alternator was malfunctioning. They said it was just the battery. I called back, again, on Friday and asked specifically if they checked the alternator and they said "yes it came back as fine." So I traveled 3 hours to get my car. Had the alternator tested at another location and was told it was going out. My battery lasted maybe 30 minutes and I had to rent a Uhaul trailer to transport my car the 3 hours to where I live and will now have to pay more to get my alternator repaired correctly. They have absolutely made NO accommodations to make this process easier. I would also like to add that they changed my oil a month prior to this incident and I have not had any reason to open the hood of my car, so it has not been opened. When we broke down we had to jump the car for the tow truck, we discovered that the oil dipstick was left out of the engine and my car had been leaking oil for some time all under the hood of my car. They claim they did not do this, but there is physically no other way it happened. They "fixed" my car and sent me on my way to just break down again without a care in the world. I tried to call them and inform them the battery light was on, they did not answer. They have not been helpful. I am not pleased with this at all.

  

  Business response

  01/16/2023

  The dealerships Service Manager has communicated with the customer and her mother several times since the vehicle battery was replaced. At the time the vehicle came to our service department and a diagnostic was performed, the alternator tested operational; the battery was also tested and found to be not performing properly. Because of these results, the customer was advised the battery needed replacing. After the customer left, the vehicle stalled again and the customer had the vehicle checked by another repair shop closer to home; that shop advised her the alternator was bad. 

  The customers main concern was the distance between her ********'s college and our dealership. She was under the assumption she could only bring the vehicle to our dealership for repair and our dealership is four hours away. The Nissan Service Manager researched the customers vehicle extended warranty and provided the customer with the coverage information and informed her  that her  coverage could be used at another dealer closer to her ********'s college. The customer responded positively to this information and thanked our service manager for her assistance. The customer acknowledged her understanding that the diagnostics on the alternator indicated a functioning alternator at the time the vehicle was in our service department and that parts can fail after further usage of the vehicle. The customer took the vehicle to another dealer. Our dealership service department did not see the vehicle after it left and the vehicle failed a second time to run a diagnostic on the alternator.  

   

• Initial Complaint

  09/28/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  After having 2 local shops look at my Daughters 2012 Nissan armada Air conditioning both shops said it was too much for them to work on so I took it to Swope Nissan on August 15 22 the next day they called and was telling me it needed some work on the power steering and on the radiator I told them I wanted the air working so they said it needed a compressor$1300 plus I told him to put it on then they called and said the lines were freezing it needed a pop off valve system $400 plus was also told that would fix it I said put it on Dan was towed that didn’t fix it it needed another piece that cost $800 plus I told them to take the $400 piece off or not charge me for it because it didn’t fix it in the first place I was willing to go ahead and put the other piece on cause I want an air condition they kept insisting that it needed the first piece on it also but I was also told it would fix it and didn’t so I told them I was willing to pay for the air condition at 1300+ the other piece didn’t fix it so I felt I shouldn’t have to pay for it by this time iwas wanting car back. This is on sept 15. Yes 1 month later. They said I had to pay for all of it but would give me a discount on labor and to try to make it right. We will give you military discount even though you are not a veteran That is a SLAP IN THE FACE TO ALL VETERANS I feel Swope Nissan are LEGAL SCAM ARTIST I couldn’t get car back unless I paid $1787.42 cents. Went in shop aug 15 no air. Came out of shop sept 15. 1 month. No air I am retired trying to help my daughter s family. They have 3 children husband and wife both work I don’t like feeling like I was ripped off. I was told to make a comment to the swope comment line and have response in 48 hrs. Still waiting. I contacted Nissan America they did respond. It was take it to another dealership. I ask if they were going to fix it. Was told there would be another diagnostic fee. SCAM ARTIST no thanks. To all Veterans I’m sorry you served for these people

  

  Business response

  09/28/2022

  My staff and I have made several attempts to contact this customer by both phone and mail to resolve this issue and the misunderstanding about the discount; the customer has not responded to any of these attempts. As with many mechanical repairs, there are supporting mechanical components that also need to be replaced to ensure the new system works properly, especially with the main operating systems in a vehicle such as the engine, air conditioning and transmission. The customer was communicated with throughout the repair process and even observed some of the work being done. He was aware there were issues with the lines and other components of the air conditioning system but when it came down to approving and paying for those repairs he did not want to pay. Our service department staff who built a report with this customer, were compassionate about the circumstances from the beginning and committed to finding ways to discount the repair as best they could. The technician spent hours cleaning the rear air conditioning lines for the customer to save him labor and parts cost of having to replace those lines. Inadvertently the service advisor entered the wrong discount code when completing the final repair order and entered the veterans discount code instead of the goodwill code. It was a simple human error that was not meant to assume service or offend; it was just an entry error. We would be happy to discuss this further with the customer to resolve the issue if he would please contact me at his convenience. 

   

  Jim Hicks

  Vice President/General Manager

  Swope Nissan

  (270) 765-6477

  [email protected]

  Customer response

  10/03/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action 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. Please respond here ONLY]
  
  Regards,
  
  ******* *****    their reponse is NOT truthful   I am calling  their service manager out   **** after trying to come up with some kind of payment agreement   **** said i can give you a little discount on labor  and i will give you military discount even though you are not a veteran (exact words)  you claimed it human error  YOU ARE LYING  i told you when i left i had a sour taste in my mouth over this situration    When you have that taste  you spew it out    I am going to spew it out every chance i get   if any one beleives SWOPE response  i will buy them ocean front property in Arizona    THANK YOU   Bill Coyle  PS  ****  if you despute being a lair  you have my number even though you NEVER called me like you stated

• Initial Complaint

  08/29/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a car from this dealership. I worked with two employees "****" and "**** *****". When I received that care, the windshield had been cracked and just recently the breaks started to making noise causing me to think that the breaks were metal to metal. I went back to the dealership today to discuss these issues with the salesman. I was told that I would have to incur the cost of replacing the windshield; they would "look at the breaks." Additionally, the salesman said he was aware of the windshield being broken and never said anything about any compensation. We discussed the brakes and there was never a commitment made to resolve this issue. I feel I was taken advantage being that I am ** years old and not familiar with purchasing a car. I believe that I was taken advantage. I would highly recommend NOT use this dealership when purchasing

  

  Business response

  09/08/2022

  All issue has been addressed and being resolved

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