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Complaint Details
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Initial Complaint
05/16/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Dropped my 2023 *** ********* off on March 28th due to a coolant leak. As of today, May 15 the vehicle has not been fixed. They have run some tests, had a mechanic in staff drive it ***** miles to force an issue to no avail. The newest update is they are waiting for *** corporate to give The go ahead for a potential new engine but theyve been waiting since the beginning of April. Ive been making payments on a car I have not been able to drive. It took till April 9th to give me a loaner vehicle and the contract for that has already expired once as its for 30 days. I do not feel prepared to drive the vehicle off the lot as they acknowledged there is a problem but dont know what.
Business response
05/24/2024
************ brought her Vehicle in with a complaint that it was leaking coolant. However,the Dealership has been unable to replicate the issue, despite having driven ************************************************************* pressure, but unfortunately that we do need the *** representative to inspect the car. Once the *** *************** inspection date is scheduled, we will let ************ know, and we will continue to keep ************ apprised of the situation at each step.Initial Complaint
07/10/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I received papers in the mail and a few calls that my 2015 *** ****** was in need of two recalls earlier this year. I then called to set up an appointment which they said I would have to wait two months to get. I got the appointment on the books for May 4th and dropped my car off on the 3rd of May. I was informed while scheduling the appointment that my car would be back to me same day given that it would only take four hours to complete both recalls. Didn't receive a call or anything for a couple days from the time the job was supposed to be done. I then reached out to the dealer and was told by the service manager ******* that the car needs a new engine for them to do the recalls. He then told me it's out of his hands and that I should call *** corporate and demand that they stand by their product. He gave me the number and I did just that. *** corporate said they just needed to get in contact with anyone at Luther *** in inver grove heights to gather information and that someone would contact me once they get things figured out. Nobody called for over a month. I went on site and was told that they thought I picked my car up with two undone recalls. I was then informed on July 3rd that the engine was going to cost my $8549.50 out of pocket for them to do the recalls which is insane. They are still holding my car ****** and keep dragging this thing out going on three months. They asked for maintenance records which I keep in excel tracking my miles and dates of oil changes. Once they received those they then asked for every oil purchase receipt which nobody keeps. They are working day and night to put a issue cased by them on to me and my family of five. I have 3 boys under the age of 8 and a wife who works as a RN. I work as a real estate agent and coach multiple high school and youth teams and we are doing all of this with one car. They never asked if we were OK or in needed of a rental car or anything. As far as I'm concerned they care nothing about us just $$$.Business response
07/31/2023
We are sorry to hear of ****************** frustrations with Luther Nissan Kia. We had been attempting to get his Kia ****** replacement covered under warranty but ****************** was unable to provide proof of the maintenance that had been done on the vehicle,per the owners manual. We have since worked with the ****************** to complete the ****** repair, along with performing additional repairs as agreed upon. The repairs have been finished and ***************** has possession of his vehicle. We hope that we have resolved this complaint satisfactorily.Initial Complaint
06/01/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
My New Leased vehicle broke down. I had it towed to the dealership. Ive been in contact with several people telling me they cannot provide me with a loaner car until June 29th. Mined you my car broke down May 30th. How am I expected to pay my lease payment if I dont have a vehicle to get to work??? Ive already missed two days going on three and Im sure more. I contacted Nissan Consumer Affairs. What a joke no help she tells me the same speech as the dealership and blames it on since covid happened. This is so unacceptable for a well known dealership to leave you completely stranded. I would never recommend doing business here!Business response
06/01/2023
The customer's vehicle was towed into our dealership on 5/31/23. She is coming in today (6/1/23) to get a loaner vehicle.Customer response
06/01/2023
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.Initial Complaint
05/12/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I purchased a Certified 2019 Kia ******* with 27K miles on May 31, 2022 $30,000 including tax, license, and title. My mother was in ICU in ********* **. and as I told them I was driving back and forth tending to her. 4 days later, I drove to *********. During this trip, a very noticeable stutter, and hesitation begins occurring at ***** mph acceleration. I had driven the car less than 600 miles. I called the dealership and spoke with *************************. He indicated I should not worry. They would look at it when I got back. On my 7th visit to the dealership (12-7-2022)to try and fix the problem, (please keep in mind, it takes weeks to get a service date)they informed me my transmission fluid was 1 quarts low, and dark in color. I asked about a leak, they said there was not any leak ****** miles. I needed the help of service manager to get a date sooner than January to get transmission service reccomended by advisor. It was completed $300 charge to me. Problem continues during another trip to *********. I try calling service department repeatedly. Nobody answers, or returns calls. I stopped by dealership on a Saturday, and it was suggested I email ******************* about the problem continuing. Jan 21, I send **** an email asking for thoughts & next steps to fix. He never responds. On 2-19-2023, my engine light comes on as I am on highway coming home from work. After extreme difficulty getting through to TALK to someone, I take my car in. The transmission had failed. They did NOT communicate this to me I found out from loaner swap When I get the car back a month later with new transmission later clarified as remanufactured, the problem still persisted. Lower gear range now, and at *****.Car ended up back in shop, axel, and some leaking boot after 2 weeks, I was done. I was given a 23k trade in credit and was given 7 days to utilize or it was void. 1) Car was fraudulent certified, or a mistake made. I paid $7000 for their mistake 2) I spent $30k, accepted 23k w/deadlineBusiness response
06/08/2023
In light of Mr. ****** complaint, the dealership pulled his records. Because the vehicle was Certified Pre-Owned, the warranty covered the repairs made to the transmission. In some situations, it takes a few diagnostics and tear-down to determine what the ultimate issue is. While we understand the frustration ************** experienced, our records indicate that the issues he was experiencing were not able to be duplicated while on test drives after the service work was completed. Even though repairs had been made, ************** was still unhappy and the dealership offered to trade him out of the vehicle for what it was worth at the time (which was lower than his purchase price, since he purchased at the height of the market). Trade estimates are only valid for a certain number of days, and then have to be re-quoted. ************** did not move forward with trading the vehicle back in. He has since traded it in to a different dealer, and purchased a different vehicle elsewhere. We are sorry for the inconvenience this has caused **************, but there is no refund to be given in this situation as the repairs were covered under warranty (minus any deductible he was responsible for). If he has additional concerns, please contact the General Manager, *********************** at ************.Initial Complaint
02/09/2022
- Complaint Type:
- Order Issues
- Status:
- Resolved
We sold luther *** our vehicle on 1/13/22. We were told that they would cut us a check and have it mailed to us within 2 weeks. It is now 2/8/22 and we still have not received a check from them. We've tried contacting them multiple times and none seems to help us or no one seems to know anything. The manager just blows it off as you need to be patient.Initial Complaint
11/15/2021
- Complaint Type:
- Billing Issues
- Status:
- Answered
September 7th I inquired about a vehicle through financing I decided not to go with the vehicle. This company continued to place inquiries on my credit reportBusiness response
12/13/2021
**************** completed a credit application with us on September 7th, 2021. Between the dates on 09/07/21 and 09/09/21 we worked on obtaining loan approval as requested. There have been no inquires made on ******************** credit report beyond that period.
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9 total complaints in the last 3 years.
1 complaints closed in the last 12 months.