ComplaintsforKelly Nissan of Lynnfield, Inc.

• Initial Complaint

  09/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  The dealership inquired about purchasing my used vehicle is is 2022 Nissan rogue with ****** miles approximately Tuesday night September 17, 2024 just before 7 PM. I brought my car in for extension. The sales manager I approach his first name is ***** Came out to my car said itll take about 10 minutes. I handed my registration that he asked for. I walked around the dealership looking at other used cars for sale to get an idea. He comes back with a quote which was less than I wanted, but thats not the problem I drove off , and I get a phone call from another dealership which I was supposed to go to, but I went to Kelly of Lynnfield first somehow I looked in my glove compartment to notice my registration was missing. They didnt return my car registration the whole car frantically call them I called them And ***** says he cant find it. He says h*** call me tomorrow. No phone call from Vinny totally blown off. No disregard for me or my registration spoke to someone who works at the dealership said they would speak to the manager. No one has called me back. Its been five days now here I am filing a complaint. I wouldnt buy a car from that dealership , if I had nine lives

  Business response

  09/24/2024

  A replacement registration was given to the customer and we've been told his complaint would be taken down. 

  -****** McComb 

  General Manager, Kelly Nissan Lynnfield 

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

  Customer response

  09/24/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  ******* ******

• Initial Complaint

  04/17/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  February 19, 2024, bought car from Kelly Nissan Lynnfield.Picked up vehicle on February 24, 2024, dealership finance manager messed up paperwork so had an issue with registry, but dealership put my old plates one my new car and let me leave the lot. Drove around for three days. Took time off of work with no pay to get a sticker on my car and there was a problem with the insurance. Dealership let me drive around all weekend in an unregistered, uninsured car and switching plates. No apology from dealerships s**** up. Then had an issue with the cars radio. Went to dealership and they said and have an email that radio was ordered. Never got a call to repair the radio when I called to check on the radio the Manager and Service stated radio was order and made me an appointment for the repair. Went to dealership day of appointment and service stated the radio was not ordered. Why would you have me bring a vehicle to dealership when they never even ordered the radio and again waist mt time and time off of work again. NOT A GOOD DEALERSHIP. MANAGERS AND SERVICE LIE. THEY ONLY WANT YOUR MONEY. NEVER AGAIN WILL I BUY A CAR FROM THIS PLACE.

  Business response

  04/18/2024

  Good Morning and to whom it may concern, 

  I've spoken to ***************** and expressed my sympathy for her experience. This is not a common customer experience and does not reflect our dealer operations. 

  The service advisor who was supposed to order the new radio was let go of the company before he could. 

  I have spoken to ***************** over the phone and informed her the radio has been ordered and will be here today, I've also set aside a loaner vehicle for her, which we would not normally do for a non safety related issue. 

  I will follow this through and ensure ***************** is satisfied with her experience from this moment forward. 

   

  Thank you

  -*************************

  General Manager 

  Kelly Nissan Lynnfield

  Customer response

  04/18/2024

  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 complaint process.
  
  FAQ
  
  Regards,

  ***

  As stated to ****** yesterday that I am still waiting to speak to the owner of the company. I feel that my needs and issue were not satisfied with me as this issue and my other issue has not been addressed. I feel that I was not treated fairly and did speak to other staff members (service, parts and other managers) from company that stated the radio was already ordered 3 weeks ago. As of Wednesday, April 17, 2024, day of appointment I actually walked out of dealership because the radio was still not ordered and the continued issue since the date of purchase of vehicle. I have lost pay from work. I have spoken to three employees at this company in the past 3 weeks other than **** that no longer works there. That have stated the radio was already ordered. And to continue talking to other people that is not the owner I am not getting anywhere but lies from staff at this establishment. I am expecting a call from the owner himself. 

   

  Business response

  04/22/2024

  To whom it may concern, 

  ***************** picked up her vehicle Friday evening, the radio replaced. 

  We provided a loaner for the day we needed her Vehicle and gave her pre-paid maintenance for 3 years as well. 

  I hope this restores ********************* trust in Kelly Nissan of Lynnfield and we can continue to take care of her servicing needs. 

  -************************;

  General Manager 

  Kelly Nissan of Lynnfield 

• Initial Complaint

  01/27/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Kelly Nissan falsely advertises their hours of operation to lure customers into the dealership and knowingly rejects them without good cause, after promising them repairs and service to their cars over the phone. I spoke to the service department earlier in the day and stated they were open until 5pm and I brought my car to the dealership at 230 and they sent me away stating they had to many other cars to work on and they had to prepare for a storm the next day.

  Business response

  02/01/2024

  Our store has **************** meaning we do not take appointments for routine maintenance. In other words, first come first serve. The preparation of the inclement weather posed an issue where we could no properly service ****************** vehicle. 
  Dealership personnel would never "lure" a customer in just to turn them away as that is most certainly not in the best interest of the customer or the dealership, this complaint being case in point.
  I have reached out to ************** to remedy the situation and am awaiting response. 

  Customer response

  02/01/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  ***********************

• Initial Complaint

  12/06/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  When the lease on my 2019 Rogue was up in June I decided it was more feasible to purchase my car than to buy used or get a new car. Having bought 3 cars prior at Kelly Nissan Lynnfield I thought that I could trust them and that I was in good hands. Kelly Nissan charged me what they termed a "required MA safety check" which in reality was just an inspection that I get every year anyways to get my inspection sticker. So I paid $600 + for my new inspection sticker. Kelly Nissan was in the news about doing the same thing to other customers charging us outrageous fees when we purchase our lease. The one person in particular was reimbursed for the false fees they charged her and I contacted my sales person to ask if I will be getting refunded the fraudulent fees as well and he told me anyone who was charged will be reimbursed. I have not yet received my money. Kelly Nissan should be ashamed of themselves for trying to scam dedicated customers out of extra money. I will never again use a Kelly dealership for any of our future vehicle purchases.

  Business response

  12/07/2022

  I reached out yesterday to ****** , she was very kind, I first apologized to her for what she has been through and a new check will be sent out today.
  Thank you for your help closing this complaint.
  

  
  

  Customer response

  12/09/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  I talked with the new GM of Kelly Nissan and he apologized for how i was treated and assured me he was sending me my refund, which I have received as of today. He was very apologetic and offered credit towards services in hopes to win my business back. I am taking it into consideration. I appreciate his phone call and efforts to make this right. 
  
  Regards,
  
  ***************************

• Initial Complaint

  10/28/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Brought my car for a major repair, (transmission failure) they told me, it will take a week for the repair, and we dont have a loaner to give you, so I rented a ****** Corolla, for a week, but when the repair fail, and my car need a new transmission, I asked for a loaner, and once again the response was, we dont have car to give you, they told me go get a rental, we will refund the money, make sure is a Nissan, now they tell me that, $351 out my pocket. The repair took almost a month, the transmission was a back order, a few days after took my car home a Charge of $1430 on my card, they didnt pay the rental and now, Im fighting to get my money back.

  Business response

  10/31/2022

  I am writing in response to case #********. The customer ******************** is correct in that the repair was on backorder and that we did not have one of our loaner cars to provide.
  
  On his original repair, the customer rented a non -********************** rental. Nissan corporate will not reimburse for a rental if the car is a non Nissan rental. Any reimbursement would have to be started with Nissan corporate (800-NISSAN1). A review of his rental would start. At the dealership level, Kelly Nissan of Lynnfield would not reimburse for a rental car. The charge of $351 would have to be reviewed through a consumer affairs case that the customer would have to initiate.
  
  The issue on the second repair in which he was charged the $1430 by ********** in ******. This bill was paid to ********** of ****** on invoice ******. The ** was #*****. We have a corporate rate that was paid of $650 to ********** of ******.
  
  ********** of ****** should not have charged ******************** for this rental. It was paid by kelly Nissan of lynnfield. We have called over to the main office to get this resolved for him.
  
  Sincerely,
   *************************
  service manager
  Kelly Nissan of Lynnfield
  ************

  Customer response

  11/09/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  *********************************

• Initial Complaint

  08/26/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I traded in my Nissan Maxima in early August of 2022 at Kelly Nissan of Lynnfield as the (36) month lease was up and **me due. I ended up leasing a Nissan Rogue SL upon turning in my Nissan Maxima. It took over two weeks for the dealership to get my new car registered, and as a gesture of goodwill *****************************, the slick talking Sales Manager specifically told me (upon **nferring with *******************************, the General Sales Manager, that because of the delay, that they would be providing me with a check equal to one month's payment. Well, that was approximately three weeks ago, and I called back approximately two weeks ago from yesterday and was told on a call with both ***************************** and ******************************* on the phone POINT BLANK that ******* was delayed in sending out the check because "his Administrative girl was on vacation", but that he would take care of it and that I should receive it in the mail over one week ago......Well another week has passed and no check in the mail. Now today I emailed ******************************* for the se**nd time and received NO response regarding the status of matters relating to the check which was specifically promised to me. I also out two calls into the dealership to speak with ***************************** on the phone and of **urse left two messages an hour apart (one at 4:00 pm and another at 5:30 pm and I specifically asked the woman answering the phones to have ***** please call me back on my mobile as soon as he received the message. Well, that never happened and here we are on Friday evening and the dealership is now closed. I was very specific and advised ***** not to promise me something if there was no intent to follow through on this. I also **nveyed this in two emails to ******************************* to no avail. No I am left with no choice, but to issue a formal **mplaint with the Better Business Bureau regarding these unethical practices, lack of customer service and follow through, and blatant lies. I furthermore intend to have a formal letter of **

  Customer response

  09/06/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  *******************

• Initial Complaint

  08/05/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased my car from Kelly Nissan of Lynnfield, MA on May 29, 2017, with the purchase I bought Road Hazard Warranty from Kelly from ************ (warranty company). I still have the yellow carbon copy of the agreement we signed on May 29, 2017. I called the warranty company (************) on July 22, 2022 to ask questions about how to use the warranty and its coverage. At that time ************ informed me that the contract had expired when my carbon copy does not indicate it's expiration. ************ sent me the copy they received from Kelly Nissan and I sent them a photo of my carbon copy. They do not match. ************ informed me that I need to take this up with Kelly Nissan.I've called Kelly Nissan many times and spoken to many Managers and no one will return my calls or emails to address this and I've been reaching out daily for over a week.Attached are both copies, the carbon copy from the day and time both Kelly Nissan and ***************************** (myself) signed and agreed to the policy. At a later time, someone at Kelly Nissan tampered with the paperwork, selecting (by circling and checking) the 3 year Terms box. Kelly Nissan falsified this signed contract, submitted it to ************ and has broken the terms of the contract. This is illegal, unethical, unjust, wrong and not a good look for this Dealership.

  Business response

  08/09/2022

  Spoke with customer from a purchase from 5 years ago , there was an issue to the paperwork signed was a carbon copy and all signatures match and show signed for coverage from 2017. Spoke with customer over the course of the last week , offered and customer, agreed that I will at No cost to her add  an additional 3 years free of charge  for tire and wheel coverage . On top of the free service of tire wheel, also offered to bring paperwork to her work , home , etc. customer agreed 8/6 for this to be the solution and am waiting on her to let me know when ti bring paperwork. 

• Initial Complaint

  02/04/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I have been under a lot of stress lately, I had to move from my apartment (landlord sold condo), trying to find another place to live and just lost my job. I went in on Monday January 31, I was there for 3 hours. i tried to leave many times but they kept saying just 10 more minutes. I signed papers, to get out of there and didn't give them any money. The next day I called the salesman and told him I didn't want the deal and I was keeping my car. He gave me more excuses about how much it was going to cost the company and why was I doing it. He told me to think about it and get back to him Wednesday. I sent him a text message Wednesday and told him I don't want the deal again and he gave me his sales manager's name and number to call, because they had the title, and they owned the car! I called the manager sever times and never got a call back! I emailed the company and left messages on their phone to no response! What do I do?? Thank you, ******************

  Business response

  02/08/2022

  Hello, 

  We have been calling you to let you know the deal was cancelled but when the phone connects it immediately disconnects. If you have any further questions feel free to call me ************. 

   

  Kind Regards,

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

  General Manager 

  Kelly Nissan of Lynnfield

  Customer response

  02/08/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  I am just confirming that the deal is cancelled and i owe nothing and I still make payments on my car till April.
  Regards,
  
  ******************

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