Complaints

• Initial Complaint

  09/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Dealership refusing to process warranty cancellation. The finance guy ****** ****** as you see has confirmed receipt of my cancellation request on 8/5/2024. To date, the warranty with protective services has not been processed as he has failed to submit the documentation. They have also neglected to submit the refund for the total warranty back to the bank.

  

  Business response

  09/20/2024

  To whom it may concern:
  East Charlotte Nissan has received and processed the full warranty refund for *********. The cancellation process is a timely one, we do ask customers to allow 6-8 weeks for the cancellation to process and the refund to be sent to the bank. In this case the check has been received by ******************* and will take them 10 business days to apply to Mrs. ****** account. We sincerely apologize for any inconvenience that this has caused, please know that East Charlotte Nissan does have a cancellation process in place, and we complete them as timely as possible.  
  
  If I can be of further assistance, please do not hesitate to contact me.
  Sincerely,
  
  
  ******** ********
  Controller
  East Charlotte Nissan
  ************

  Customer response

  09/20/2024

   
  Better Business Bureau:
  
  I can confirm the refund has been received by the financial institution as requested. While I understand completely the refund process of dealership, they did not follow their own procedures in processing my request to include intentionally delaying the cancellation. Of which their representative confirmed the requests were not forwarded until I filed the complain with BBB and should have been forwarded on August 5 when they were received.
  
  Thank you. 
  

• Initial Complaint

  04/27/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I brought my vehicle in on April 15,2024 to be serviced after experiencing an issue with my headlights. After being charged a hefty diagnostics fee I was informed that there was nothing that could be done to assist me. After a week passed I contacted their service department again and informed them that I am experiencing the same issues and had another appointment scheduled. After waiting for over an hour staff informed me that they do believe that the cause of the issue is a faulty alarm system that was installed by the previous owner which I expressed prior, they would have to charge me an additional $745 to remove it and also $337 for a new car key after they damaged mine. My car key worked fine prior to coming here *** never had an issue with it and now I am unable to start my vehicle because of an issue cause by the service department who is informing me that they have to charge me for something they have charged

  

  Business response

  05/18/2024

  We are sadden by the clients experience but unfortunately we have no remedy for the work done by a prior entity, granted the key issue we can offer to repair or help replace the key to give her a new remote key for her vehicle. If this is satisfactory please have her reach out to our store and ask for me directly ************************* (Executive General Manager) 

• Initial Complaint

  04/15/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I paid my loan in full to ********** I received a letter of full payment and check for over payment. Which made me ask for a payment history that led me to ask for the contract. Upon reviewing the contracts, I have identified significant differences in the terms, particularly regarding the down payment amount, Annual Percentage Rate (APR) and finance charges.I then ask East Charlotte Nissan for a copy of the contract. The contract entered into negotiations with the sales team and agreed upon specific terms for the purchase 2021 Nissan Rogue. However, upon receiving both contract documents, I discovered that there are two separate contracts with conflicting APRs and finance charges, monthly payments. Both missing correct amount for the down payment. The correct down payment amount confirmed by the dealership was in a separate document informing me IRS was notified of transaction via 8300 form. I reached out to dealership. The owner said its not his problem. **** says the contract was given from the dealership.

  

  Business response

  04/23/2024

  4/23/24 *Due to the age of the transaction, we will need more time to locate the paperwork from off site storage. Please allow a few days to locate and research and we will reach out to ******************. Thanks, East Charlotte Nissan Management. 

   

  Customer response

  05/23/2024

   
  I am rejecting this response because:
  

  As of today, I have not received any correspondence from East Charlotte Nissan regarding my complaint #********

  
  

  

  Business response

  05/29/2024

  ~

  Customer response

  05/30/2024

   
  The entire amount of $20,500 was paid on the same day of the vehicle purchase. There was no separate transaction for a Perma Plate, as ******************** mentioned. No documentation or receipt exists to support the claim of an additional $500 payment for the Perma Plate warranty. Furthermore, the vehicle did not receive any Perma Plate application.  A $20,500 cash payment to *******************************, a representative of East Charlotte Nissan was made day of service. 
  

  

  Business response

  05/30/2024

  The loan was paid in full. We are completely unsure of the claim that we owe him money for the difference in APR the APR is charged by the financing institute.

  Customer response

  05/30/2024

   
  I am rejecting this response because:
  clarify the issue regarding the payment amount and its potential impact on the APR.
  
  The total amount paid for the vehicle was $20,500, not $20,000 as previously mentioned. Misrepresenting this amount as $20,000 instead of the correct $20,500 could influence the APR charged by the financial institution. The APR is indeed determined by the financing institution, but the amount financed is a critical factor in this calculation. Accurate reporting of the down payment is essential to ensure the correct APR is applied.
  
  Given this, I request that East Charlotte Nissan reviews and acknowledges the correct payment amount of $20,500. This will help resolve any discrepancies and ensure that all records are accurate.
  

  

  Business response

  05/31/2024

  We have attached the documents to show the down payment amounts paid and the Permaplate that was purchased separate from the transaction. We are unable to change the down payment amount as these payments were done in two separate transactions that would not effect the APR/financing amounts on the vehicle purchase. Due to the age of the purchase and time lapsed we are unable to change the contract or APR as these are not related. 

• Initial Complaint

  12/06/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  This dealership posted a vehicle on their website with a discount of $3792 making the advertised price $35,000 for the used 2021 Palisade. When we called to confirm this item and then drove the hour to the dealership wehad to wait around for another hour or so. Then they finally provided cost details where they added a line item for delivery and prep fee of $3748. When asked what this fee was they stated it was for initial delivery months prior to their dealership and for tint they added when they bought the vehicle from the previous owner. This was additional to the dealer fee and normal taxes, tag and title fees. After wasting our time (4hours) and showing they werent going to budge on their deceitful tactics we walk out. They stopped us in the parking lot and said youre already here and gave us a slightly better offer that was still $2,597 higher than it should have been and we caved. On the receipt they charged us $37,597 instead of the $35,000 advertised. We love the car but feel burnt out and tricked.

  

  Business response

  12/14/2023

  East Charlotte Nissan
  6901 E.Independence Blvd
  Charlotte, ** 28227
  
  
  RE: ID#******** for ***************************
  
  In every effort to provide our customers with a great experience and provide our customers with transparency, we attempt to honor any prices advertised on our website.  However, depending on the vehicle chosen, we add a Prep and Reconditioning charge on most pre-owned vehicles listed online.  As you can see below, we clearly have the following statement below every pre-owned vehicle listed online:
  
  
  
  Best Regards,
  
  ***************
  General Sales Manager
  East Charlotte Nissan
  
  
  
  
  

• Initial Complaint

  10/10/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I came to east charlotte Nissan to inquire about my passenger seat that was malfunctioning and to get an estimate on repairing it. I was informed by the associate that I had to pay $189 for a diagnostic test. The manager informed that if I decided to get the seat repaired, the cost of the diagnostic test will reduce the cost to repair the seat (and if I decided to repair it at a future date within a reasonable time frame, the cost would still be reduced). They quoted me $5700 to replace the upper part of the seat. I declined the service to repair it. But then they said that while running the diagnostic, they noticed that my front breaks needed to be replaced. She pulled out a price sheet and quoted me $269. Upset about the seat cost,I declined all services, paid the total of $226 for diagnostic and left. About 30 minutes later while in route home I called the service **** and asked if I could use the cost of the diagnostic towards the cost of the brake repair.and the lady told me no..that they checked my brakes as a courtesy (outside of the diagnostic testlike for free) so I would have to pay the full cost of the brake repair.SOMETHING IS WRONG HERE!!!! because how do you check brakes outside of the diagnostic.and my seat has NOTHING TO DO WITH NEEDING TO RUN A DIAGNOSTIC CHECK. You dont need to look under the car or the hood!!!! So I spent $226 for WHAT?!? and then to learn that the policy that applied for the seat does not apply to the brakesknowing **** well the technician discovered my bad brakes from the diagnostic.is just asinine!! They pulled this same stunt with me and my corroded battery! YOU SEE THE CORROSION ON THE BATTERY!!! WHAT DO YOU NEED TO RUN A DIAGNOSTIC FOR?!?!?

  

  Business response

  10/11/2022

  The diagnostic charge was for diagnosing the seat concern alone. Testing the seat component to verify what is causing the concern. 

  We as a dealership perform a complimentary visual inspection while any vehicle is in for service. The brake pad replacement recommendation came from this visual inspection. If the customer decides to repair the seat in the future the diagnostic charge will be credit to that repair.  

• Initial Complaint

  04/25/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a vehicle under extreme pressure and what I do believe was partially false pretense on 4/22. The next day the vehicle stalled when I tried to crank it and I realized I shouldn't not have purchased from this dealer because of issues I had with my previous car that they worked on . I also realized the overcharged gave me a bad rate and the car has two recalls on it. I didn't realize that at the time of purchase. So, I went back the next day 4/23 and they would not except the car. They lied to me and told me it was held up by ***. I called the *** on Monday as well as my insurance company and they said none of what I was told was true. I just want to return the car and be done with them.

  

  Business response

  04/25/2022

  Customer purchased the vehicle willingly and was under no pressure by the dealership to buy. Customer is having pure remorse about the purchase and thought that she has a cooling off period which by NC state law she has no cooling off period. Dealership offered to diagnose the vehicle for any faulty issues as the customer claimed but customer refused because there is no truth to anything as the customer thought that was her way to return the car. Dealership will not return the vehicle and DMV paperwork is being processed. Customer can proceed with whichever way she pleases moving forward.  

  Customer response

  04/26/2022

   
  Complaint: 17105563
  
  I am rejecting this response because:

  I have patronized this business as a service customer and I sincerely regret it. I spent thousand of dollars in the service department only to be swindled on a car deal.  I was under extreme pressure to purchase the vehicle. I essentially walked away three times. But the sales associate assured me that they could accept  my car that they had in service as a trade and I had a three day window if I changed my mind. They did none of this. They also assured me a vehicle with leather and other features. When I got home I realized looking at the ***** Blue Book on the vehicle there were other issues. The dealership treated the "cooling down" ****** as trickery. I hope the BBB works to warn other consumers.  It all felt very shady. It's sad that women really can not go into a dealership alone. I was naive to believe that will live in a progress world were the consumer is protected. I'm very disgusted about how they handle business. It was very much a bait and switch situation and I felt trapped when they showed up at my home without my consent to try and force the vehicle on me. They left it unsecured in a community where towing is enforced. When they had my car in the service department they assured me a good experience and it turned into a nightmare. I know some business do not care how they treat customers because they only care about getting your money that one time rather than creating a good relationship. I hate that a business I gave my hard earned money to  turned out to be one of them.

  Sincerely,
  
  *********************

  

  Business response

  04/26/2022

  Im sorry ************ feels this way about our business but I can assure you that no one mentioned a 3 days return policy as it doesnt exist. I hope she can have a better experience in the future. 

*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. ↩