ComplaintsforRenaissance Nissan

• Initial Complaint

  07/18/2024

  Complaint Type:

  Order Issues

  Status:

  Unanswered

  More info

  To Whom It May ******** on January 3, 2023 I *********************** purchased a vehicle from Renaissance Nissan in Roanoke Rapids, N.C. As part of the sales contract gap insurance was also purchased. On April 14th I had an automobile accident and my insurance company deemed my car a total loss. Liberty Mutual stated that the value of the vehicle was $25,813.03. After the $500 deductible ******************************** paid out $25,313.03. The difference owed to my creditor is &********. When I contacted ***************** (the gap insurance company) to inquire about the gap insurance I was informed that the policy was purchased and voided the same day in which the vehicle was purchased. Renaissance Nissan has a new owner. Renaissance Nissan is now Nissan of Roanoke Rapids. They stated that they are not responsible for the previous owners contracts. I have contacted the previous owner ******************************* to explained the situation and, he assured me that his insurance would pay the remaining balance owed on the car. To date ******************** is not rectified the situation and no longer answers my phone calls. Every 45 days the interest on the remaining balance accrues and the delinquent balance will be reflected on my credit report. I am a 69 year old retired Firefighter who is now on a fixed income. If you or your staff could assist me in this matter it would be greatly appreciated. Sincerely , *********************************

• Initial Complaint

  10/20/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  7 months ago my partner and I purchased a 2020 nissan altima. The process was smooth. After a few months I went and got an oil change once agin smooth process. It is now time for another oil change. I had a gut feeling to call before I went for an oil change simply because i live 1 hour and 30 minutes away. I was shocked when I called and was told that it was no longer renaissance nissan and the owner had sold the business. Part of the reason I purchased the vehicle was because of the warranty. I have been calling different numbers only to get transferred and hung up on. No one has been able to answer my question, Where is my warranty? Right across the street from where I purchased my car is another Renaissance business. The doors are locked and people are inside but wont let you in. I ran into a couple there today trying to get some answers as well and no one would let us in. She told me she had to pay 200$ for an oil change at the original renaissance nissan. There is also a Renaissance in Virginia, no luck there. This is bad business. Had I known I would have never purchased my car from there. They sent no letter l, no phone call nothing.

• Initial Complaint

  10/06/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I made a down payment of $3,000 to this dealership and within 2 weeks, my engine went out on me. The dealership promised a BRAND-NEW ENGINE. Well, unfortunately I don't have a brand new ************ my engine is blown in my car because they lied to ********* promised me 3 free oil changes & didn't give me but 1. I've been trying to get ***** to put me in a different car but he ignored me & told me that he'll put in a new *********** lied about that.

• Initial Complaint

  06/30/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Transaction Date 11/21/2022 Paid $50,293.43 Business was to provide me with a new car, undamaged.The new car was delivered to me with water damage. The car was in my possession for just a few weeks with 100 miles on it. After nearly 4 months, the manufacturer (Nissan) agreed to buy the car back since it could not be fixed. Nissan refunded all but $1299.00 which was sold as a "Protection Plan" and not covered under their policy. I have been texting the owner since May 5th, 2023 and he has not refunded the amount of $1299.00. He no longer replies to any text messages from me. The dealership has not tried to resolve the problem. I never agreed to a non refundable Protection Plan. In fact, it is not explained anywhere in the contract. A profit was made by the dealer in addition to the disputed amount.

  Business response

  06/30/2023

  The Renaissance Protection Plan is clearly listed on the contract the customer uploaded under accessories. The ********************** Protection Plan includes the window tint that was installed on the vehicle, Nitrogen for the tires plus new valve stem caps that identify the vehicle has nitrogen in the tires, and OEM Nissan Wheel locks which were installed on the vheicle. These items are add on accessories that were installed on the vehicle and included on the bill of sale to the consumer. If Nissan the manufacturer determines that there will not purchase these on a buy back vehicle due to mechanical issues, the dealer has no involvement in that decision process. However, I would advise the consumer to discuss these items with Nissan as the wheel locks especially are an oem part added to the vehicle. The dealer cannot refund these items as they are installed and now used accessories. The Renaissance Protection plan is added to all new vehicle that we sell, and is clearly listed on the contract and would have been displayed on the addendum lable. It is the opinion of Renaissance that if Nissan is performing a buyback due to mechanical issues, that these should have been included in the buy back as these items have added value to the vehicle. 

  Customer response

  06/30/2023

   
  Complaint: 20255823
  
  I am rejecting this response because: No where in the contract I signed is this explained. They sold me a damaged vehicle, I notified them the same day it was delivered to my home that there was water damage. The car was new and not drivable at delivery. The damage was obvious and should have been noticed during a pre delivery inspection. Additionally, I was also charged an inspection fee which falls short of its intended purpose. The deal had to be undone and everything should be refunded. Kindly explain to me why a dealer should profit from me after selling a damaged car which I never drove.
  
  Sincerely,
  
  *********************

• Initial Complaint

  06/06/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Traded in a 2020 Nissan Sentra in for a 2023 Nissan Rogue. Signed contract, dealership did not pay off the 2020 Nissan Sentra and Nissan Credit Cooperation stated that I am responsible for payments until vehicle is paid off. Nissan Credit Cooperation has now reported late payments to credit bureau and has now damaged credit scores. This has been ongoing for at least two months. It is not fair that dealer has not paid unit off vehicle and I am still responsible for vehicle and it continues to damage my credit.

  Business response

  06/06/2023

  Good Morning,

   

  I leadership became aware of this issue they the initial funds transfer wasn't processed corrected with our Bank to **** a while ago. We have corrected the issue with **** and is working to get the marks removed from the client's credit report. I will work directly with the credit report agencies to have this problem fixed ASAP. This was truly an oversight by our team and we are working to get it resolved ASAP. Thanks

• Initial Complaint

  02/28/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Back in May of 2022 my brother came into this business with a large down payment, but no credit. He was told he would need a co-signer so he called me. I explained I could NOT afford an extra payment if he did not make the payments so I asked to speak to the salesman asking about a co-signer. I reiterated my feelings to him and was reassured that, and I repeat with both my brother and boyfriend (listening in on the call as witnesses) No, this simply means that if he does not make these payments your credit will be affected, but you will hold no responsibility of the loan, but I told your brother that it could hurt your credit terribly so to make the payments on time.So with that they sent me a vague document to my email and insisted I did not read it, paraphrasing what it meant, that again I was not responsible for the loan. Fast forward and it appears I was written down as the primary account holder AND Im FULLY responsible for this loan. I was directly and deliberately lied to. I was advised recently that I could bring this up with the BBB, so that is the explanation as to the delay of action.

  Business response

  03/10/2023

  ************** voluntarily cosigned as a co buyer for **************. Signed all related and required documentation as a co buyer of the vehicle. ************** is welcome to refinance the contract through the bank of choosing in order to remove ************** off the finance agreement. The contract was signed March 31,2022 almost a full 12 months ago. If there was any discretions with the purchase, Renaissance does offer a 3 day no question exchange guarantee. 12 months into the contract, ************** would need to contact the lienholder in order to discuss options to remove herself as a co buyer. 

• Initial Complaint

  12/29/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This is the third issue I have had since obtaining this vehicle in September 2022. I knew I was getting a used vehicle but made sure to ask the sales person specific questions to make sure I was making the correct choice. One I asked was the age of the tires and if good enough tread to last a few minutes until they can be replaced considering they did not replace them before selling them. Well it ends up the tires were old and dry rotted. This was found after today (12/29/22) driving on the interstate one tire blew coming apart and off the rim. It just seems to be one thing after the other

  Business response

  01/08/2023

  Mr. ********,

  The vehice that you purchased is a 2012 model year Ford Escape. This vehicle was not sold or service from Renaissance Nissan as which your claim is filed against. This vehicle went through our Renaissance Affordable Inspection at Renaissance Cars. The requirement on the inspection is greater than 3/32 on tread which the tires measured at 5-6/32 all around. The age of the tires based on the DOT # printed on tires were 4 years old. The manufacturer requires replacement at 10 years, our typical quideline is 6-7. At the time of reconditioning, the tires passed our inspection as well as the state inspection. The vehicle was purchased 9/3/2022 being over 4 months ago. The Renaissance affordable does not come with any implied warranty unless a contract is purchased through Finance. At this time, based on all documents reviewed, the deal was completed properly and the vehicle was represented as such.

  Customer response

  01/08/2023

  
  Complaint: ********
  
  I am rejecting this response because: the tires may have met certain criteria And may have been only a certain amount of years old but should have been check to make sure they were not dry rotted. I ask for them to be checked before I decides to purchase the vehicle which included making sure they were not dry rotted. This apparently was not done. The tires should have been replaced but we’re not, so that is why I’m asking they replaced as they should have been. 

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

• Initial Complaint

  12/27/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I purchased a 2017 Mercedes SL 450 from Renaissance Cars on 10/27/2022 and the company still has not completed the registration needed for me to obtain my car tag in the state of GA. The paperwork has been done improperly twice. No one at the dealership bothered to follow up to see the status of this. I’m constantly calling to tell them what needs to be done, since apparently no one cares what happens after the sale is done. There was great enthusiasm to sell the car, but the company admitted to lacking the knowledge and competency to completing the registration for out of state purchases. Knowing this, I feel they should have been been more proactive in making sure the process went smoothly. The sales person ****** ******* was shocked when I told her that 50 days later I had not received my tag. She did not bother to check to see if the paperwork even went through successfully and weeks were lost because of that. Also, the first time I put the vehicle on the highway my front tire went flat and the wheel rim was damaged. Apparently, they sold me a car with a cracked rim that had been lazily and improperly repaired, which almost cost my wife and me out lives. This has been without a doubt the WORST purchase I have ever made in my life.!

  Business response

  01/08/2023

  Mr. *****,

  I can apologize greatly for the timing of the resolution.  As soon as it came to the attention of our executive team, we expedited this and sent one of our team to GA to make sure this was done. All title work is complete to our knowledge at this time. Again, I do genuinely apologize for the issue that occured. This occured due to change in personell shortly after your purchase. We have address your concern. As well, have addressed it internally so that it will not happen again. 

• Initial Complaint

  08/06/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I ordered a tailgate lock for my Nissan titan (order number 9923173, $224.21) from renaissance nissan parts on June 11th of 2022. I received the part on the 16th of June (***** tracking *********125) and even though I provided the vin number for parts compatability verification when ordering online, it wasn't compatible with my vehicle. I requested a return for a refund on June 20th. I received an email from the parts department asking for what the reason for return is and I emailed back explaining everything. I never received any emails back besides finally receiving the shipping label on June 27th to ship the part back to them. In order for them to even give me the shipping label I had to contact them multiple ***es as no one got back to me with any instructions or update on the return request. I sent out the package the following morning (June 28th) with the label that was sent to me (***** tracking # **** **** **** *** *** * *****). They received the package on June 30th and it was signed by C ********. I waited a week to get an answer and nothing. I emailed the parts team on July 7th and I haven't received anything back. I called multiple ***es and I couldn't get a hold of anyone. I kept trying and finally got a hold of someone and they said they would get back to me by the end of the day. At first they denied they received the part at all but I gave them the tracking number and they said they would look into it. I never received any call back and tried contacting again multiple ***es with no success. When I finally got a hold of someone again (***), they said they would give me a call back by the end of the day after I provided the information again. Again, no one gets back to me at all. I finally got a hold of someone again a few weeks later (August 2nd) and they again gave me the same run around (we'll get back to you by the end of the day). No one got back to me anymore and I still can't get a hold of anyone. It's been over a month since they received pkg.

  Business response

  08/07/2022

  You ordered an accessory. We cannot verify accessory fitment by VIN. This must be done through the accessory catalog in which you purchased the item. 

  The tracking number for the return states that the item was signed for by C. ********. We do not have an employee that matches that. I have not located the return part and that is the reason the refund has not occurred. I have proceeded to issue the refund today as a goodwill gesture. 

  Attached is the receipt showing the credit, as well as the pictures from the accessory catalog. 

• Initial Complaint

  06/16/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Ordered part online using VIN number as requested on 4/28/2022. Received the part and it did not fit my vehicle. Contacted the parts department and was told that it was probably a mistake by Nissan when they packed the part. Sent the part back in the original box with a copy of the invoice. A handwritten note was placed in the box requesting a refund, not a replacement part. Part was shipped on 5/18/2022 and received on 5/20/2022. Called several times, left several messages with no call returned. Finally received an email from ******* ******* on 6/3/2022 requesting a copy of the shipping receipt with tracking number. Sent two follow up emails on 6/6 and 6/13 with no response and no refund. Sent three emails: 5/31, 6/3 and 6/16 to '**************************' who is supposed to be in charge of customer relations and problem solving, again with no response. I am requesting a refund of $76.55 which includes the original cost of $66.55 plus $10.00 shipping fee to return the part as I used my VIN number to order the part and it was not the right part for my vehicle. It is not my fault that the part had to be returned, so I should not be responsible for the shipping fee.

  Business response

  06/16/2022

  As of 6/16/2022, the refund has been completed as requested.  We did find the part as returned to the wrong location, but has been completed.  Apologies for the delay and lack of communication!

  Customer response

  06/16/2022

  
  Complaint: ********
  
  I am rejecting this response because: I was not refunded the $10.00 return shipping fee. It was not my fault that the part did not fit my vehicle, and I expect the shipping fee to be reimbursed as well.
  
  Sincerely,
  
  ******** *********

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