ComplaintsforAntwerpen Nissan-Clarksville

• Initial Complaint

  12/07/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  I was car searching online I found a 2010 Buick Lacrosse for the price of $9,995. I went ahead and Mark that I wanted to be contacted about the purchase of this vehicle by the dealership. Spoke with a gentleman last night that said it was still available and for that price. I went to the dealership today where they said it wasn't available all of a sudden. But then after saying that I was told last night before they closed it was available. The car magically reappeared. But they would not sell it to me for the price listed online. Told me it would be over $14,000 for the purchase of the vehicle. They're being fraudulent. listing a price and then trying to make customers pay thousands of dollars over listing price. It's not right! And doesn't seem to be legal.

  Business response

  12/26/2022

  Consumer Response /* (2000, 5, 2022/12/12) */ Re: BBB Complaint Case# ******** (Ref#XX-XXXXXXXX-XXXXXXXX-X-XXX) External Inbox Angela ***** <*******@gmail.com> Fri, Dec 9, 4:23 PM (3 days ago) to me Since filing this report. Dealership has been back in contact and we are going forward with sale at original listing price. Thank you!

• Initial Complaint

  11/02/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I have received repeated calls from this dealership. I am not looking for a car, I have not contacted this dealership inquiring about a vehicle, and I have repeatedly asked to be removed from their call list. I am still receiving calls. Today I received a text message that said, "Hello Valerie?". I responded and asked, "Who is this?" I got no reply. A few minutes later, I received a phone call from Antwerpen Nissan. I sent it to voicemail since I was at work and in a meeting. Immediately, my phone rang again. My caller ID listed the caller as Mark ****** I answered the phone to see if it was Antwerpen and sure enough that where he was calling from. This is harassment! I want to be removed from their call list, but they will not take me off. I tried to call and speak with a manager, but the receptionist told me she was told to get my name and phone number and they would call me back. I did not give it to her, but she had caller Id and said she was going to give my information to her manager anyway so he could send it to the "customer complaint department". Please require this dealership to delete my contact information. Thank you.

  Business response

  12/05/2022

  Business Response /* (1000, 7, 2022/11/14) */ I have marked your contact information as "Opted Out". Any contact initiated prior to 11/14/2022 at 1106 might still be in process. Following that, there should be no further contact. If there is, please email me directly at *********@antwerpenauto.com. I am sorry for the inconvenience.

• Initial Complaint

  05/27/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I took my 21 year old son to ********* to purchase his 1st car. He got a 2014 Ford Focus with less than 30,000 miles on it. Less than 2 months later the car stopped working due to a transmission recall. ********* was called & refused to assist even though it was less than 2 months later. They wouldn't even give him a loaner car. ********* told us to take it to a Ford dealership. We went to Preston Ford. We filed a case with Ford. Ford agreed to pay for a rental or loaner car until the part needed to fix the 2014 Ford focus was available. Preston Ford, Ford motor and my family are upset because ********* has washed their hands of this situation as if my son didn't give them a $4000 down payment. Their customer services is horrible. To date, Preston Ford has been attempting to assist with locating a rental or loaner & pressing Ford to ship the part need to fix the car. Antweroen will not even respond to Ford

  Business response

  06/12/2022

  Business Response /* (1000, 5, 2022/06/01) */ We apologize for the struggle with the manufacturer you are having. The ********* Nissan Clarksville store has loaners that are for ********* service customers only. All recalls are to be handled by the manufacturer of the make - in this case Ford.

• Initial Complaint

  02/24/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 10/15/21, I dropped my car off for my passenger seatbelt to be repaired, and advised them that the car jumps gears when driving it.  I previously was advised about that the stop lamp switch needed to be replaced.  When I got the car back, I was given a estimate of repairs stating that I need to repair the brakes, rotors and calipers and the belt needs to be changed. When I got the car back within a short-distance, I immediately called the dealership to ask them what was going on with my car.  It felt like I was driving a Go-Kart.  I initially spoke with a woman and she said, "Oh, it could be an issue with the stop lamp switch.  These things are tricky."  I've spoke to at least 3 people and was told that I was receive a phone call back.  I have not heard anything back from the dealership.  My complaints were ignored. I have called the dealership as recent as 02/22/22 and have not heard back from the Service Manager. Because, I need my car, and my time is limited I have taken it to be serviced and looked at and the problem still isn't corrected. Meanwhile, I have spent $1,721.93.

  Business response

  02/25/2022

  Business Response /* (1000, 5, 2022/02/25) */ The last time that this client visited the dealership was back on 10/15/21 @ 94,700 miles. Below is the documentation from that day regarding what was worked on, or looked at. The client had the following complaints: 1. Recall PM971 Sentra stop lamp switch 2. Right rear seat belt not working/releasing 3. Auto transmission not accelerating, revs real high, and won't accel. fast, check and advise 4. Perform multi-point inspection For the first complaint, we replaced the stop lamp switch as per the Nissan repair procedure. For the seatbelt, we "untwisted" the seatbelt for the client at NO CHARGE For the transmission, we scanned the vehicle for codes at NO CHARGE, there were no DTC's in the system (attached). Keep in mind that this vehicle is out of powertrain warranty (5 years/60,000 miles) and out of the CVT transmission extension warranty (7 years/84,000 miles) at the time of the complaint. For the last request, multi-point inspection, we did perform one, the same way we do on every vehicle that comes into the Service Department. During the MPI we recommended the following: Both front calipers/pads/rotors due to the left front caliper seizing (constantly applying pressure to the brakes on that side and wearing that pad low), brake fluid flush (due by age/mileage), replace drive belt (showing signs of wear), and a fuel induction service (recommended every 30k). The work totaling $1,721.93 was not performed by Antwerpen Nissan-Clarksville. No work performed at Antwerpen Nissan-Claksville contributed to either her transmission issue, or the vehicle "driving like a go-cart". The brakes were a safety concern four months ago and the client declined any work to be performed on them.

• Initial Complaint

  12/29/2021

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I had personal issues going on with me, the rental car manager assist & helped me out, & agreed to put me in a car rental for $650 a month until I save enough money to put my car in the shop at the Antwerpen Nissan car dealership. The car rental manager had a big heart, & she was really nice, and truly a good person. A few months later I get a call to return the car rental, I told whoever about the agreement that was made, then I was told that she no longer worked there and she was "Fired" for giving low rates & helping others out. I end up speaking to the general manager, and told him what the agreement was and the situation. He decided to honor the agreement and he helped me out and lowered the rate to $500 a month eventually after intially raising the rate. The agreement was that I can stay in the rental until I save enough money to get my car fixed. But then the agreement changed to I can stay in the car rental until I sell my home or until my pending lawsuit goes through, whichever comes first. I have not sold my home yet, and I have not heard anything about my pending lawsuit as of yet. I was told that I had to turn in the rental car on Dec 31st 2021. Also, they weren't returning my vehicle. I have ton of dr, apt, I'm a disable veteran. I had surgery in June of this year, & I'm a single mother. I have been in the rental, almost a year now, & I'm in the process of putting my home on the market, I pretty much have been doing everything on my own getting my house ready to put on the market, & had some set backs such as a water leak, & tenant that did not want to cooperate & clean up for my photographer to take pics. I end up calling the CFO & was told that he will talk to general manager & call me back, never did, and instead the general manager calls me and tell me that he no longer going to help me. I explain to him that he made an agreement with me, & he should continue to honor his word but he said the CFO said "NO". I need more space to tell what happen.

  Business response

  02/09/2022

  Business Response /* (1000, 5, 2022/01/05) */ We apologize for the inconvenience, but our company no longer doing long-term rentals. The customer's vehicle that has been in for repairs had the work completed per the customer's verification at a discounted rate. The customer texted the general manager on 12/31/2022 and agreed to pay the remaining balance ($125) for the rental that they returned the following business day. Once the customer pays the balance for the rental and the already discounted repair bill, the issue will be resolved. Consumer Response /* (3000, 7, 2022/01/07) */ (The consumer indicated he/she DID NOT accept the response from the business.) There was an agreement agreed by all parties. As a cooperation you simply do not breach an agreement or change your mind, because someone else of minority wronged the company and therefore decides to change up policies and leave the customer or customer of minority who has been doing all of the right things by the cooperation hanging out to dry without an appropriate solution that all parties are content and happy with. I was given 3 different reasons recently of why the breach of contract after being in the rental over the last year or so and well after the change of policy. #1 I was told that the company was loosing lot's of money to continue to honor the agreement, and that my personal issues were no longer their responsibility. If you say your going to do something, you should do it, and you should do it whole heartedly. Your word should be bond. #2 I was told the policy changed due to a minority not doing the right thing, the police had to be called to the dealership because of another renter. I was told that the bad people are the one's who mess it up for the good people like me. The GM told me that the new policy was that your vehicle had to be in the dealership in order to be able to rent the company's rental. The GM told me that because I've been paying on time, haven't given any problems to them, the mileage of the rental is low, He told me that he was going to still honor the agreement but there would be a modification. The GM told me to bring my vehicle in so that service could diagnose it and re look at it again. The GM told me that my car can just sit at the dealership until I save the full amount to get my car fixed. My vehicle had been in my home garage for a little less than a year. It was still drivable, it just wouldn't pick up speed fast enough. I left one of the door open and a light on in the vehicle where it drained the battery on my vehicle. Because the car was sitting in my garage for such a long time, my tags expired and I had it towed to the dealership by my roadside assistance with USAA, I told the tow truck driver who to give it to at the dealership. I was in communication with one of the employee at the dealership and asked that employee to notify me and let me know once the tow truck driver gets there to the dealership with my vehicle, and she received the key to my truck. The employee notified me to let me know that she got the key from the tow truck driver. I waited a few weeks then called the dealership to find out if they looked at my vehicle yet. I was told that my truck never made it to the dealership, and they didn't have my car there. I told the GM what I was told, I told him who I spoke to at the dealership, who received the keys from the tow truck driver, then later I was told that they found my vehicle. The service department end up looking at my vehicle and I was told to come in by the GM and director of service and they told me that they had a good plan to expedite the agreement and help me out. They showed me on paper of discounted rate they were going to give me whenever I was ready to do the repairs after saving up the remainder amount of the money for them to do the work. They told me to apply and take out a mechanical loan from sunbit. I was told that they forgot to have me sign a piece of paper giving them permission to re look at the vehicle, and a piece of paper that I agreed with the discounted rate that they gave me on the parts... so then I signed it. I applied for the Sunbit loan, but didn't get approved for the full amount. Later I was notified that they just went ahead and did the work to my vehicle without my permission, even though I told them that I wanted to wait till I saved up the full amount to get the car fixed. After raising concerns, I was told not to worry about it by the GM and the director. I was told that they would still honor the agreement since my car was still there at the dealership, and I can stay in the rental until I save up the money, or my lawsuit with the federal gov. goes through. Whichever one comes first. I had a situation where I had a water leak and had to use $1,000 of the money that I saved to pay the deductible to my home insurance to get the water leak fixed. At that point I let the director and GM know and then it was agreed upon by all parties that I was going to buy the rental car I was driving, and pay the discounted rate for the repair that they did once I sale my home, or my lawsuit with the federal gov goes through, whichever one comes first. But later down the line instead, the dealership decided to intimidate me, and threaten me (assistant manager), and rescind the agreement and take back the rental, and steal my vehicle. I was told by the GM, that the assistant manager was given the job to be the carrier of the bad news because he didn't want to see me cry. I was told by the GM that since they did the work without my permission, then they can go ahead and just take out all of the parts that they put in my vehicle. (Transmission and radiator) and give me my car back as is....I can't believe such a thing would come out anyone's mouth. First of all my old transmission, and radiator was still working according to the 1st diagnosis that was done, just wouldn't pick up speed like a normal vehicle. There was nothing wrong with my radiator...I was told that if you replace a transmission then you have to replace a radiator and that it goes hand in hand. Even if you took the parts off that was put in without my permission then the question would be....Where is my original transmission and radiator? Your just going to give me back my car without a transmission or a radiator? REALLY???? I was also told by an employee, one of the assistant manager there that I should just sell my vehicle to them and we can call it even on the work done to the vehicle. I was told that my vehicle 2012 Nissan pathfinder make and model and body style was a well sought vehicle since it was now discontinued. #3 I was told the company insurance will no longer cover the rental vehicle after 30 days. I was told from the beginning of the agreement also throughout the agreement, that as long as I had full coverage insurance through my personal insurance provider then everything would be fine. (I have full coverage insurance through USAA). I was told by the assistant manager that I had to turn in the vehicle on Dec 31st, and for me to figure it out. Also I was told that we would meet again a few days before the 31st of December and he would come up with some ideas and in the meanwhile. He told me to be thinking of some ideas as well so there can be a solution, because I can no longer remain in the vehicle, despite any agreement. If I didn't turn it in then it would be theft. He said that I can stay in the vehicle till the 31st because he didn't want to do that to me literally right before the holiday... but I would have to pay $125.00. on the 31st when I bring the vehicle in. He told me to re-apply for the Sunbit loan and I can get my vehicle back, the rest of the amount that is owed that we can possibly do a payment plan to the dealership. (In house). I told the assistant manager that the only problem to that would be that I would have to do a down payment upfront with the Sunbit loan and I was broke because of Christmas and my son birthday in December. The finally agreement that was agreed upon by all parties was that I would be in the rental vehicle and purchase the rental, also pay for my vehicle for the work that they did initially without my permission. The GM and the director made that decision to start the work on my vehicle knowing that I did not have the full amount to start any work on the car, and that I did not get approve for the full amount of the sunbit loan. Once I put my home on the market and sale my home, or when my lawsuit goes through from the federal government. My home has not sold yet, nor have my lawsuit went through. I called the CEO of the dealership and was told my him that he would talk to the GM and then call me back. The CEO didn't call me back as promised and instead I got a phone call from the GM and was told that the CEO said that I had to turn in the rental on the 31st of December. The GM wasn't pleased that I called the CEO, but in the military I was taught to use your chain of command and I did. The GM told me that it wasn't pleasant getting a call from his boss. The assistant manager told me to figure it out so therefore that's why I contacted the CEO and spoke with him on the phone. I would of thought the CEO would of done the right thing but instead did opposite. They took back the rental vehicle which means they breach the agreement and the agreement is voided. Because of threats from the dealership, I brought back the rental on the 31st under duress. When I brought the rental back, it closed. The dealership closed early that day. Online it showed that the dealership was still open till 9pm. I got to the dealership b/w 7:30pm and 8pm. I text the GM and was told the dealership was closed and to leave the keys in the dropbox, however the dropbox didn't have any pen to fill out the form so therefore I end up having to drive up the street to Walgreens to get a pen to fill out the envelope to put the keys in the dropbox, then drived back to the dealership to put the keys in the box. Since the dealership was closed, I had to call a rideshare company to pick me up. I asked the GM when was the dealership going to be open again, he didn't respond. It snowed twice in the same week as well, howard county schools closed 3 1/2 days out the whole week. I have "NO" vehicle to get back to the dealership, and I'm sick under the weather. My health is number one. I sent a message to the GM that I did not agree with the breach of contract, but was there at the dealership to turn it in because of the threat of theft charges and I was under duress. The employee's, GM, and director has been very helpful, generous and kind to me and I am highly grateful for the time they did assisted and helped me, however just because you do not have patience does not mean you rescind on an agreement that was made, then steal someone's vehicle. The whole reason I was in the rental to begin with was because I was told that I needed a new transmission and radiator and I didn't have the money to put my car in the shop, and because I couldn't get approve for a car loan because I filed for a Chapter 13 because of going through a very bad divorce to save my home. My situation has not changed...I'm still going in a chapter 13 for the next 3 years, and also I still did not have the money to get my car fixed. The GM told me a few days before I had to return the rental that I was no longer worthy of his help, and that he wasn't going to put his job on the line any longer. He told me that pretty much I was a bad person because I filed bankruptcy, and how does he know that If I was going to run off with the car and not pay. I was floored that he would even say such a thing when he said early on that I was a good person, going through bad times and never gave any problems to the dealership. I'm guessing he said this because he was upset that I called the CEO and used the chain of command, I don't know. At this point, I want my vehicle back, and since I came to the conclusion by the dealership actions and from what I was told...which leads me to believe that I was frauded and tricked into bringing my vehicle there and lied to about them looking at my vehicle and then instead started the work on it knowing I did not have the money for them to start any work on the vehicle so they could steal it. They had no intentions on an actual solution if they were going to breach the agreement. This is bad business to operate this way, to fraud customers and don't keep your word when agreements are made. Even worst to leave your customer hanging dry, back to square one of why the agreement was even made to b Business Response /* (4000, 13, 2022/01/26) */ AS stated before our company is no longer doing long-term rentals. As long as the customer pays the balance for the rental and the already discounted repair bill, the issue will be resolved.

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