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:05/01/2024

  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 have attempted numerous times to reach someone to cancel my bumper to bumper warranty and receive a refund. I was informed I had to contact the dealership directly to have this occur but I was told each time I have contacted that they notated the lack of return call and someone will call me. No one has yet to return my attempts to reach someone for this to be completed. I have tried numerous times throughout this year to have this accomplished. No one returns my calls or attempts via the website.

  Business Response

  Date: 05/02/2024

  We just spoke with ******* ******* to resolve the issue, and realized her warranty contract has expired due to mileage so there would be no refund amount. We are very sorry for the communication issues, If you need any other information the correct # to call is ###-###-#### EX ****.  That takes you directly to the ** office.  We appreciate your business!

  Business Response

  Date: 05/02/2024

  We just spoke with ******* ******* to resolve the issue, and realized her warranty contract has expired due to mileage so there would be no refund amount. We are very sorry for the communication issues, If you need any other information the correct # to call is ************ ** *****  That takes you directly to the FI office.  We appreciate your business!

  Customer Answer

  Date: 05/02/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ** ********* and find that this resolution is satisfactory to me. 
  

  He finally called. If they would have called when originally asked, I would have been able to complete the task. But now there was a delay, I am not able to. I missed out due to their negligence but no resolution was offered.
  
  Regards,
  
  ******* *******
  

  Customer Answer

  Date: 05/02/2024

  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. 
  

  He finally called. If they would have called when originally asked, I would have been able to complete the task. But now there was a delay, I am not able to. I missed out due to their negligence but no resolution was offered.
  
  Regards,
  
  ******* *******
  

• Initial Complaint

  Date:02/21/2024

  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.

  P purchased a **** ***** ******* from Kerry Nissan on July 28. I was interested in 3 cars but was definitely pushed to purchase the *******. July 30 the check engine light came on and it was a bad catalytic converter. The dealership replaced the converter, but did not check the car to see what had caused it to go bad. Not a month later the car started having all sorts of engine problems and it turns out the catalytic converter was already ruined. The car turns off while you are driving it and you lose power steering. It is not only not a working vehicle, but dangerous as well. I tried to trade the car in and was told it was only worth $8,000 in its current condition which is the exact condition it was sold to me in for $18k. I have had to have it towed 5 times, and it has either been in the shop or in my driveway since I purchased it. Kerry Nissan is not only rude when I have tried to get help from them but they have lied to me and tried to use my car buying ignorance as a tool to swindle even more money out of me. I want a different car at best, them to fix the broken car they sold me, and at the very worst just to warn others not to do business there. Reading the reviews for them they often respond aggressively to anyone leaving poor feedback and I have seen reviews saying that the dealership had offered them special deals to remove negative feedback. They did not put my engine cover back on my car when I had it towed from them this last time and they had my ecu (cars computer) just resting on top of the engine block and when I asked them if they had the bolt for that to put it back in place they argued with me telling me they never would have removed it. I didn't remove it and it was in their shop. I have spoken with the sales manager, a service manager and a general manager. I may have no leg to stand on as it was a used car but I believe they cleared the code and pushed me into that car to get it off the lot. I at least want to warn others.

  Business Response

  Date: 02/22/2024

  We have already addressed this consumers concerns, We sold this vehicle after a Used car inspection and we did all recommended work needed, this is a 7 year old vehicle with almost 100k miles, its going to need maintenance as the vehicle ages. We did replace the converters at no cost to consumer in the name of customer satisfaction, the vehicle was only throwing a catalytic converter code at that time. we did what any shop would have fixed what was broke,  There was no indication at that time anything else was wrong with the vehicle. The consumer has been to several different shops and talked to several people that have give there thoughts on the issues and it has caused confusion.  When the vehicle left our dealership it was in good working safe order.  

  Fast forward 6 months and we become aware there is still issues, and I spoke with this customer yesterday and reviewed all work done, and offered assistance to resolve all issues, the consumer is getting the vehicle towed to us and we are going to relook at the vehicle to address all concerns.

   

   

  Customer Answer

  Date: 02/29/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.

  I have attached a summary of events since the purchase of the vehicle showing neglect on customer service as well as car care. I also mention a few times where I think they were not playing straight with me regarding my car choice, my monthly payment amount and my application recently for trade in. 
  
  Regards,
  
  ********* ******
  

  Business Response

  Date: 03/04/2024

  I am not sure what all the confusion is, we offered to get the vehicle here to resolve the issues, We explained the process to diagnose and find the fix the the problem, if there is confusion regarding the process to repair the vehicle, we would be more than happy to explain it again.  it is not our shop practice the repair process's, it is how all vehicles in all shops are diagnose and repaired. We offered to have the vehicle towed in, but the customer communicated they have free towing and would get it here and let me know when its on the way and we will get right on it. We want to resolve this in a fair manner for both parties. Please let us know when you can get vehicle here so we can take care of it.

• Initial Complaint

  Date:06/28/2023

  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 received a letter from Nissan North America, Inc., referencing NHTSA Recall *******, telling me that my Nissan Leaf had a defrosting and defogging system problem identified by my VIN. I scheduled my Nissan at Kerry Nissan on June 28th and brought it in for the recall notice. I left the vehicle with them, and they called me and told me that there was no recall for my vehicle. I told them about the letter identifying my vehicle, but they told me that was a general letter of recall sent out to all owners and that my vehicle didn't have any recall work that needed to be done. They were very nice and gave me a checkup for my vehicle for free. I am very confused. It seems like the Nissan North America HQ should not be sending out letters specifically identifying the vehicles that need recall work if they don't need recall work. I'm sure that the local Nissan dealer knows what vehicles need recall work and which don't, so why doesn't the HQ office know that? I would like the Nissan North America HQ to find out why its recall notices that are sent out to the customers do not reach the local offices. It is a mystery why a HQ would know that a car identified by VIN for recall and the local dealership would not. Somebody dropped the ball on this big time!

  Business Response

  Date: 06/29/2023

  I understand your frustration, I did double check in our system today and I attached the printout showing your vehicle has no open recalls, I also reached out to Nissan to have them double check in there system and attached the screenshot showing the same thing, as for why you received a recall notice the explanation Nissan gave me was that they go out to all owners and it directs you to check with your local dealer to see if your vehicle is affected.  If you want to discuss further I would recommend you contact Nissan consumer affairs, the # is in your owners manual. I appreciate your business, and Kerry is here for any future needs.

  Business Response

  Date: 06/29/2023

  I understand your frustration, I did double check in our system today and I attached the printout showing your vehicle has no open recalls, I also reached out to Nissan to have them double check in there system and attached the screenshot showing the same thing, as for why you received a recall notice the explanation Nissan gave me was that they go out to all owners and it directs you to check with your local dealer to see if your vehicle is affected.  If you want to discuss further I would recommend you contact Nissan consumer affairs, the # is in your owners manual. I appreciate your business, and Kerry is here for any future needs.

  Customer Answer

  Date: 06/29/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ** ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  ****** *****
  

  Customer Answer

  Date: 06/29/2023

  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. 
  
  Regards,
  
  ****** *****
  

• Initial Complaint

  Date:03/07/2023

  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 **** ******* ****** from Kerry Nissan in Florence maybe 4 months ago. As of this past weekend, the check engine light is on and blinking. I took the car to an independent shop, because the dealer told me they couldn’t get me in until August. Said independent shop advised me that there is a class action suit that has been filed against Hyundai for this particular car and this exact issue that I’m having. He told me basically that the car needs a new engine. The car is misfiring and will not accelerate over 40 miles per hour. Shop owner stated that it was his belief that the car has had this issue for a while. He believes that the car was sold with the knowledge of the current issues/class action suit. In an attempt to settle this with the dealer, i talked to the service manager and I was told that they could get me in June 12 but if I wanted to drop the car off, they could possibly get to it sooner. This is not an option for me as I would be without a car and a way to work.

  Business Response

  Date: 03/09/2023

  We understand your concerns, after we spoke yesterday, we added you to our loaner list and as soon as we have a loaner car avalible we will get you in and get your car repaired.  Hyundai has a national backorder of some parts that is needed to comlete the job, and like all dealers we have a waiting line 25-50 deeep, We will do our best to get you in asap.  I also offered trying to help trade in vehcile for a new one, but the comsumer thought that is not best option as of now.  We will keep in touch and get this handled.