Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:02/06/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Bought a 2023 Nissan Altima 2 months ago and been having problems ever since day after I bought it wouldnt start and two of the wheels were bent bad before I drove off the lot the salesman said it would be fixed because it caused shaking in the steering wheel. All they did was move them to the back of the car before driving off the lot .

  

  Business Response

  Date: 02/25/2025

  To whom it may concern, 

  I have read the complaint, and understand the frustration however, I would need additional information in order to try and find an equitable solution. According to our records the consumer drove the vehicle for several month before reporting the issues had not been properly resolved. Please contact me at ************

  sincerely, 

  ***** Tuton 

  General Manager 

  Customer Answer

  Date: 02/27/2025

   
  I am rejecting this response because:
  I didnt have the car for months before I reached out to the dealership. It wasnt even off the lot yet before this problem was supposed to be addressed. Spoke to the car salesman the day of pickup and the day after . 

  

  Business Response

  Date: 04/08/2025

  Please have the consumer submit receipt for payment to *********************************** and we will issue the refund. 

  Thank you, 

  ***** Tuton 

  Customer Answer

  Date: 04/08/2025

   
  I am rejecting this response because:

  I emailed over the receipts and will for a satisfied outcome because this has gone on long enough without a proper response.

  
  

• Initial Complaint

  Date:07/06/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I took my car to Nissan for an inspection and to be serviced on June 26, 2024. They stated my car was fine after I paid for the service. one week later my car didn't turn on because the battery died. but this so-called Multipoint inspection stated everything with my car was fine including the battery. but it wasn't. I had to take an Uber to get to my wife's car. to take me to Advance Auto Store to get a battery jumper which cost me 200 bucks. go back to my car get it to jump then go back to Advance Auto Zone to buy a new battery another 300 bucks and get it installed. This is unacceptable I wanted to buy a new Nissan car soon but after the experience I had with this location I don't want to deal with Nissan anymore. Their Multipoint inspection is a joke.

  

  Business Response

  Date: 07/24/2024

  I have read and understand your complaint/frustration. Unfortunately a battery's health can be difficult to diagnosis, especially with inclement weather or other factors related directly to its usage and/or overall life. We would happy to refund the state inspection fee,  I can have that mailed to you promptly. I apologize for any inconvenience this may have caused you. 

  Sincerely, 

  *********************;

   

  Customer Answer

  Date: 07/25/2024

   
  I am rejecting this response because:

  a refund on just the inspection fee is insufficient 

   

  I would like to be Reimburse for buying a brand-new battery, buying a car jump battery starter, and my uber ride. you can look at the battery and see that all the Acid spilled everywhere in my car and me being stuck on the side on the road could have been prevented that same day during the inspection. 

  
  

• Initial Complaint

  Date:04/23/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  While having my brakes serviced on 03-12-24, I was also having an issue with my A/C in my 2014 Nissan Pathfiner. So, while I was having my brakes fixed, they were going to look into my A/C issue. While they did not do a full write up, I was told by my service advisor **************** they think it seems there is a leak and was verbally giving me a quote of around $300-400. So I returned on 04-03-24 to look into and fix the A/C problem. While the diagnosis was done, and they recommended a suction hose replacement and ** Evac/Recharge was going to run around a $1,000.00. I wanted a second opinion, and I also thought the pricing was high. So, I took to another reputable shop by the name of ****************************** While they were much more thorough and less expensive my biggest concern here was the mis-diagnosis by Modern Nissan as well the freon over charged found on my system done by Modern Nissan. On 04-09-24 I brought my 2014 Nissan Pathfinder into ***************************** and found that it was the ** discharge hose that needed to be fixed or replaced and not the ** suction hose as originally recommended by Modern Nissan and that the freon had been over charged in the system by over half a pound. So had I gone with Modern Nissan, I would of ended up fixing the wrong hose or had to fix both costing me much more. Thankfully Christian ******** fixed the correct hose and the ** works greatfor a much more reasonable and over 50% less than Modern Nissan. I do think a refund from Modern Nissan is necessary for the simple fact of the mis-diagnosis and also charged me for the freon they over filled in my system which could of potentially caused damage. I also think the freon should of been included in the $175 diagnosis fee which had flawed and failed results and almost cost me thousands of dollars. I will also attach the necessary documents.

  

  Business Response

  Date: 05/10/2024

  We have read the concern and although we don't completely agree with the assessment, it is clear we did not live up to the consumers expectations and because of that we will refund the $217. We apologize that this visit to Modern was not up to standard and will work hard to improve our systems. 

  Please don't hesitate to contact me regarding any further issues. 

  *********************;

  General Manager 

  Customer Answer

  Date: 05/10/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to my complaint, and find that this resolution is satisfactory to me.
  
  Thank you. 
  

• Initial Complaint

  Date:01/18/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Brought car in at 7:30AM 12/19 appointment to fix *****. Which by the way does not work properly. When car was pulled around for me at entrance to ************ I gasped. Car damaged driver side across bottom and near door handle, and scratches where they were raising and lowering hatch. I was upset and crying and husband said he would take care of it so not worry. I am a heart patient and he did not want me upset. As soon as I got to service station right above dealership, I called service rep. ** said they did no damage but would review tapes. I sat there crying and he said tapes showed nothing. My husband had gone ahead in his car. I went straight to body shop. As soon as guy looked at it he said someone scrubbed a bolster is what it looked like. That is something used around iron supports to keep anyone in service area hitting them and compromising structure. I have no idea if service area has them. I found out someone was also under hood without my permission and they did a complimentary wash. See pictures of damage, PLUS my folder with 350Z manuals was removed from storage behind passenger seat, stolen; PLUS Map *** Rom was removed from slot, stolen. My car was mint, ****** miles **** bought many yrs ago from them. Interior still smells like new leather. Always garaged. Female owned and I am very particular. They denied everything, no apology, plus over $300 was for a part and installation they ordered that day. I immediately cancelled and refund for that was promised but to date, Jan. 18, almost 1 mo later that has not been refunded. The *** Rom as well as case and manuals sell for big money online. I aways had faith in them and they had done excellent work in the past. The damage to my car and items stolen is shocking. No one has apologized. I want full refund plus cost of items stolen. My ins deductible is $500. I had my car repaired. I am sickened about this. Left messages for Gen. **** No call back from him. This is no way to treat customers.

  

  Business Response

  Date: 01/19/2024

  We have read the complaint and understand the consumers concern.After receiving the consumers initial call about the incident, our service director pulled the cameras to view the cars entire stay with our dealership. The vehicle is unobstructed throughout and a clear view from the cameras presented zero issues or incidents. However, at the time of delivery the customer and her husband are making their way to the vehicle the camera clearly shows the consumers wheelchair running into the side of the car making a reasonably hard impact,being controlled by the consumers husband. We presented the opportunity for the consumer to come down and view the entire footage of the visit and the wheelchair incident which we believe certainly caused the damage. At that point the consumer elected not to come down and view the video and then filed a complaint with the BBB.

  
  We believe we have done our due diligence and have shown that the true cause of the scratches were caused by the negligence of the consumer and therefore we are not willing to participate in the repair.

  
  Regarding the refund for the part ordered, we show it was issued to her credit card, however we will follow up to make sure it cleared properly.
  Please dont hesitate to reach out with questions or concerns.

  
  Sincerely,
  *********************
  General Manager 

  Customer Answer

  Date: 01/19/2024

   
  I am rejecting this response because:
  My husband has NEVER hit my car with my wheelchair. That is a lie. Show me proof of that and the damages done. 

  

  Business Response

  Date: 01/29/2024

  We are in contact with the consumer and should have a resolution this week. 

  Customer Answer

  Date: 01/30/2024

   
  I am rejecting this response because: Nothing has been put in writing as of 01/30/24, 10:54AM.  However, **************** with Modern Nissan has contacted me and for the first time, I felt someone genuinely cared about my problems.  He talked with me like I, as a customer, mattered to *********************************************. He stated they wanted to keep my business. No video was available for me to view of my wheelchair "supposedly" hitting my car. He stated the employee had been terminated. Unsure if my complaint was sole reason, but can only assume there may have been other cause(s) in the past. Either way, here is copy of what was sent to him per his request.
  350Z MANUAL/BOOKS, MAP DVD ROM
  Yahoo/Sent
  
  
  **** *** Self 
  From:*************************************
  To:************************************
  
  
  Fri, Jan 26 at 4:17 PM
  
  
  ****************, here are my receipts for 350Z manual & books; also, Map DVD Rom for my 350Z.  Thank you most kindly for reaching out to me.  I would like the hatch lift repaired correctly so it works as it should. Will discuss credit for future work regarding body damage. You have restored my faith in Modern Nissan.
  
  
  Sincerely,
  
  
  *************************
  
  Download all attachments as a zip file
  
  MANUAL1.jpeg
  106.2kB
  
  MANUAL.jpeg
  92.7kB
  
  DVDROM.jpeg
  107.8kB
  
  

• Initial Complaint

  Date:09/20/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  purchased a used van from modern lake norman. Van had p0420 cat code on independent inspection. Dealer claims van would pass inspection with cat. A day and a half after picking up vehicle, check engine light comes on. Called service department where van was serviced prior to picking up, was told they would not touch the van and "I was on my own". Sales director had to speak directly to service manager (who seems like a miserable human being in my opinion). ** agrees to check van. ******** into service for 20 minutes and comes back out with SM telling me they cleared codes and if codes come back to bring van back. Terrible experience from start to finish. On top of that they are trying to pressure me to lie to finance company and state that I am satisfied with the vehicle which I am not until i know that p0420 code is resolved for sure. Someone up the chain at modern needs to reach out to me. I don't think they know how their staff is operating over at this location. I would like for them to agree to the resolution of the p0420 since it was present and i suspect it was cleared. Thanks Also, someone left coolant cap off an coolant leaked everywhere along with engine overheat warnings.

  

  Business Response

  Date: 10/12/2023

  I have spoken with the consumer and settled on an amount.  I have issued a check for that resolution and consider this a closed issue. 

• Initial Complaint

  Date:08/14/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a 2014 VW beetle from Modern Nissan of Lake Norman in December of 2022. Back at Easter I took this same VW beetle to ******************* in *******, **. Engine light came on. They found misfiring and the lifters not working properly. However, according to the service desk, the service department did what the warranty company instructed them to do and replaced the timing chain. Then on July 31 I had to take it back. I thought the warranty that was purchased was still good so we took it to ******** VW in *******. They are saying that the engine may possibly have to be replaced due to misfiring. Even though I had it in that shop back in the spring and they at first told me the same thing and instead of doing that they replaced the timing belt. I told them this time how I just had it in there and they had the opportunity to replace it then and fix it. But they band aided it and did not fix it.since then the warranty went out. And now.the cost of repair is upward of $10,000. My wife and I are educators and this cost is astronomical. I sought after and have left multiple messages with Modern Nissan of Lake Norman general manager and he has yet to even return my messages. I reached out after ******** VW instructed me to do so.

  

  Business Response

  Date: 08/21/2023

  I have read the complaint and we have been in contact with the consumer. We are working through some internal options as well as helping to support the consumer's efforts with the ** dealership (we contacted both the service advisor and manager on the consumer's behalf) since they dealt with originally to address the issue. Although we have not been able to solve the complaint, up to this point we are working through options. 

  *********************;

  General Manager 

• Initial Complaint

  Date:08/09/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Purchased used car from Modern Nissan on March 4th. It was a 2009 Malibu. ******* engine light came on as soon as I left dealership. Brought back to dealership a few days later. They cleared out car codes and said nothing was wrong. Was contacted by dealer that they failed to do inspection prior to sale and to bring car back for inspection. Car was inspected March 22. Check engine lights came back on after inspection. I made attempts to fix car based on mechanic guidance. Finally took to mechanic in July and had to have evap system fixed. This should have been identified and fixed prior to the sale of the vehicle. The inspection would have found this.Due to lack of inspection before sale of car, which I understand to be against the law, I am requesting reimbursement. Total reimbursement of $1025.00.$927.58 for Mechanic shop bill, which I have already provided copy of to Modern Nissan. $90 for gas cap, purge solenoid and vent solenoid, and a small amount for interest accrued on line of credit used to pay the mechanic.I have reached out to Modern Nissan of Lake Norman via email on Aug 4th, in person on Aug 5th, and again via txt msg on Aug 8th. Each time I communicated with them, they stated someone would get back to me. Nobody has.I regretfully have no other choice but to go this route.Seeking reimbursement of $1025.00

  

  Business Response

  Date: 08/28/2023

  Thank you I have read and understand the complaint. As a dealership  we work extremely hard to limit mistakes. However, we do, as a dealerships try and be completely transparent when a mistake is made. In this situation, there was a mix-up between sales and service regarding the completion of the state inspection. When we identified the mistake, we immediately reached out to the consumer and resolved the error. We have since made procedural improvements to ensure that this mistake does not happen in the future. 

  In this case the consumer purchased the car "as is" (condition) and when the vehicle left Moderns lot for the last time on March 22nd 2023 there were no indications of a service engine soon light. When the light illuminated at a later date, the consumer proceeded to take the vehicle to a few third party shops to obtain the correct diagnosis and resolve the issue. Eventually after a few attempts it sounds as if he finally obtained good advice and guidance. 

  Modern was under no obligation to repair their vehicle, nevertheless, Moderns service director has offered to reimburse the consumer for the parts that failed, which according to the other mechanics, were the primary reason for service light illumination. It is our contention that had Modern been consulted in the repair process, this consumer would not have undergone all of the unnecessary repairs and failed attempts and would not have incurred all of the unwarranted expenses. 

  Customer Answer

  Date: 08/28/2023

   
  I am rejecting this response because:
  The check engine light was on prior to the inspection and after the inspection.  I have proof that it was an emissions problem.  I did go to the dealer two times requesting they resolve the problem.  They did not even diagnose it, they just cleared the codes.

  what the dealer is stating in their response is a not true.

  in regards to what they are offering as a reimbursement, the cost of parts was only about $70.  The labor and diagnostic tests were what cost the most of over $800.

  if Modern Nissan fixed the problem in the first place, I would not have been forced to go to another dealer.

  emissions problems are not as is because they cant sell the car with the issue.

  I am still seeking full reimbursement for the $927.58, charge for getting the emissions issue resolved.

  I will continue to pursue this beyond the BBB, if this path does not result in the correct resolution.