ComplaintsforNissan of Merrimack Valley

• Initial Complaint

  06/28/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a used Kia ****** minivan from them on March 29,2024. It has had so many issues, been in the shop 3 times for well over 2 weeks at a time, I have had the vehicle in my possession for a total of 2 weeks on/off in between services. The steering column needed to be replaced, banging in the back end, electrical is shot, needs a new battery, radio shut off/on while driving, back sliding door doesnt register as shut, front end electrical goes off/on, I believe it is considered a lemon vehicle now since it was in the shop for 30 or more days, been in there for the same issue among others 3 times. The dealership keeps giving me the runaround, offering to trade us out but cannot find something for us. It has been a nightmare. Each time I call they say they will call me back and dont. They basically tell us what we want to hear but dont do anything about it. At this point we just want whats fair. An even trade OR our money back in full. Please help!

  Business response

  07/09/2024

  To whom it may concern, 

  It was unfortunate that the client had issues with car purchase. None of the issues were safety related and we provided a loaner vehicle to the customer to address these issues. We fixed the issues, but customer stated issues were still occurring. We have since traded the customer out of the unit and into a new unit and credited the customer the full purchase price towards the new purchase. Issue should be resolved.

   

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

• Initial Complaint

  03/27/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On the 9th of March, 2024, I purchased a new truck at Nissan of Merrimack Valley. The finance officer(***********************) sold me what was described as a Nissan Factory extended warranty increasing my warranty to 10 years. I was told it would be linked to my Veh. ID#. Full power train, engine,transmission etc. in his exact words I quote, it doesnt cover brakes,but it covers calipers. I was under the full impression I now had a 10 year, Nissan sanctioned factory warranty. On the 23rd of March,I still hadnt seen the warranty terms. I called my sales person and he sent me the extended warranty. What was supposedly a Nissan Authorized extended coverage warranty in actuality was a 3rd party mechanical failure service contract that only covered a few technology components installed in the vehicle. These electronic items are subjected to ,A) an arbitration hearing, B) A deductible. The finance officer *********************** completely MISREPRESENTED a and lied about EVERY ASPECT of this warranty. This is not a factory authorized extended warranty. When a consumer makes a purchase at a dealership, be it an oil filter, or a vehicle,we expect *****************, not aftermarket ones. Same goes for extended warranties . Nothing I was told by *********************** was accurate. I never wouldve purchased this service contract that was sold to me as a Nissan Extended Warranty if I was told the truth. I talked to *********** who said it is an easy process to remove $1810.00 from my **** payment account. They said they will, but they havent at the time of this writing. Every time I have a message on my phone from the dealership,nobody answers. If I leave a message, nobody returns the call. I consider this fraudulent criminal behavior and will report this to every consumer protection agency possible until I have been a complete resolution to this theft and compensated $1810.00 that was taken from me by lies,misrepresentation and falsification. Enclosed is 3rd party contract.

  Business response

  04/03/2024

  Issue with a warranty that was purchased. As of last week the warranty was cancelled and a refund is issued and the bank will post the $1810.00 in question to ******************** account. The warranty that was sold was not what **************** expected. It appears their was a miscommunicationduring the sale. We apologize for the misunderstanding and wish to move forward with **************** as a valued client.

  Customer response

  04/04/2024

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB                                                                                        
     4/04/2024. My account has not been credited $1810.00 as of 4/04 2024 nor have I received a refund. I can only accept a resolution after I can verify the refund. Please keep complaint # ******** open. 
  
  Regards,

  *****

   

   

  Business response

  04/10/2024

  We have done our best to accommodate ******************** request. We have cancelled his warranty and are in the process of waiting for the warranty company to credit his account. Once this is done we feel this will resolve any outstanding issue with ****************. We have no control over the timeliness of his account being credited and we have done what we can to put this in motion.
  Thank you,
  *******************
  General Manager

• Initial Complaint

  03/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On March 1st I bought a car that stopped working on March 14 that has warranty and the dealer doesnt want to give me a different car and its the engine thats having the problem on March **************************************************************************** to have it towed so they can take a look at it and has not reached out to me only when my son in law called we know what was happening and was told they would send out for the parts has not told us anything havent received a loaner car or anything even I just bought this car two weeks ago

  Business response

  04/03/2024

  We delivered a preowned car that developed an issue. We ordered the necessary parts and provided ****************** with a loaner car. As of yesterday it is repaired and ready to go. We have been unable to reach the customer via phone or email at this point. We apologize for the issue and have done our best to turn this around as soon as possible. There was a delay in a part that was necessary to make the repair but it is completed now. We hope to regain ********************** trust and keep her as a valued client.

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