ComplaintsforTeam Nissan, Inc.

• Initial Complaint

  04/03/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  First of all I wasn't told everything about the vehicle I was there looking at. Secondly The Sales man talked so much about everything else instead of telling me about the car that I test drove. He just kept talking about his family and life not leaving me any chance to ask any questions.Some other guy came over and told me that my car that I was driving and would be trading in (if I decided to make a purchase. )was in bad shape and that the axle and ball joints were broken. and my car shouldn't be driven. My car is only 4 years old with 115,00 high way miles. *** I believed him . Then they only gave me less then half of what what was still owed. Then the sales men never talked about the car the I wanted to buy except he said its a nice car. I felt like I couldn't ask any questions because he kept talking(keeping me distracted) thirdly I told them that I wanted them to go through the current bank that I was using because the interest rates were better. Thats not what they came back and told me. They told me that my current bank rate was 8.2 (thats not true) I called my bank today to double check and they told me that the rate is 6.70 NOT 8.2. I checked because I also called the dealership on the forth day that I had purchased a car from them and told them that I saw a hole under the passenger door(like something was torn off from previous owner. )So I asked why didn't someone tell me or show me this the day I was buying that car, if it was brought to my attention I would have not purchased the car. I was told oh! I don't know . I then email the sales manager and never got a response from him. I also texted the sales man and he said that the service would call. I told both the sales Manager and the salesmen that I would like to discuss a return .I feel like they were shady and dishonest with because Im a women buying a car and they felt like they could bully me.The service **** called and I did drop of my car today .day 8 of having the car . Service called me and said that the technician said that the damage is new it wasn't there before ,that I must have hit something. then they said don't you live on a dirt road? Yes I do but I literally I have been driving up the road at 6 to 8 mph up my road and its a short road.The road is flat and is grated?? I haven't driven over anything or hit anything because it is a ******** I have been extremely cautious. The women that called me from the service department today told me that there should be pictures of the car from when they toke it in as a trade from the previous owner during the inspection .I said good I want to see them. Im not responsible for the damage to my Newley purchased vehicle and Im not paying to have it fixed . She also told me that if the damage to the kick plate was done before I toke ownership of it .The technician wouldn't have been able to put it on a lift ?? So it must have happened after I toke the car home. I told her I want to see these pictures of under neath the car that were taken, she then replied oh well umm I'll have to see if they have them! Im so upset that this dealership toke advantage of me . This is very disappointing and I would like a resolution to this gross, unprofessional behavior from this dealership.TM

  Business response

  04/06/2024

  The Carfax history report is free of accident history. The damage to the rocker panel is clearly something recent, based on two factors; the first being the condition of the damage and the second being that it would have been observed during our reconditioning and inspection process. As a matter of fact, based on the location of the damage, it prevents us from putting it on a standard to lift in order to get the vehicle in the air to perform our inspection.  

  I've attached a copy of the Carfax report for reference and a picture of the bottom right frame with a clear shot of the passenger side rocker panel, showing that it's free of damage. And I'm happy to provide all the pictures that were listed on our website as well as all of the 3rd party websites, like KBB, Cargurus, Autotrader, etc... Keep in mind, we (all dealers for that matter) don't put pictures of the undercarriage of vehicles on these websites, but there are photos of the right side of the vehicle where it' evident there isn't damage. We also have a video of the vehicle going into the service department for **************, showing clearly that no damage was present.

  Although we're sympathetic to having damage caused during the first couple weeks of ownership, this should be an insurance matter not a dealership matter, specifically when all the evidence is taken into account.

   

  ***************

  General Manager

   

  Customer response

  04/08/2024

   
  Complaint: 21519427
  
  I do not accept the business's response as a resolution to my complaint because: [You must provide details of why you are not satisfied with this resolution. If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  Sincerely,
  
  *******************

  Customer response

  04/09/2024

  Thank you for the pictures . I will handle on my end . I dont agree with the dealership . I know I didnt damage my car. 

• Initial Complaint

  01/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  To Whom it may concern, On January 11, 2024 at 115 pm I brough my 2020 ***** Model x to Team Nissan in Manchester New Hampshire located at 70 Keller St, Manchester, NH 03103 after picking it up from the ***** shop located at *** ******* *** ******* ** ****** I had originally bought 2 front tires from Nissan on October 20, 2023. I paid almost two thousand dollars for these two tires and they had my car for four plus days siting they couldn't get the alignment right. Less than a week later the car was alerting that the car was undrivable and out of alignment so I brought it back to Nissan and they made me pay for another alignment. Then in the last week of December I started getting alerts that the air suspension was failing. I made an appointment and went to *****, but by the time I got the air suspension had completely failed. *****'s first question was when did I get the tires? I told them just on October 20, to which they stated they put old tires on my car or I was scammed. ***** was unable to help me with getting warranty information for the tires so I had to drive the car back to Nissan. On January 11, as previously stated I did so and the manager of the service department greeted me. He looked at the tires and said that in fact they were bad but it was likely an alignment issue due to the suspension which ***** had just evaluated and found to be not a real issue, rather tire related. He said they needed to take the car to drive it to get it up onto the lift so that they could evaluate it better. I agreed and less than ten minutes later he returned to find me to tell me "funny story" as he walked me to my car. He stated that his staff had crashed the car and that they would take care of everything. I was shocked and very upset. I had an interview in 30 minutes and didn't know what to do. I sent a series of text to the manager who did not reply very nicely to me. I asked that they use ***** parts if they were to fix it, they cover the cost of the depreciation, fix the alignment and tire issue, and of course fix the damages. They then stated that is wouldn't depreciate because they weren't going to put it though insurance, which I was very uncomfortable with but I didn't know what to do and I didn't agree but i to be honest didn't say a word. At this point they are now asking me to make additional payments and I have been given no update on my vehicle and they are also saying i need tires, which is something they should cover since I only bought them Oct 20, never mind they crashed my car and never reported it to the authorities. Furthermore, their other sales manager is now calling me crazy and sending snap chats about my social life to people in my personal life. I understand this is supposed to be about facts, but that is slander. Please help me. ******* ******* ** **** *** ********* ** *****

  Business response

  01/22/2024

  I've attached all correspondence between Ms. ******* and Team Nissan. It's clear in the correspondence that most of her claims are false. I'll address them in chronological order to ensure I don't miss anything.

  1. Ms. ******* did not pay "almost two thousand dollars" for 2 tires. She paid $1,150 for tires that were unsafe to drive on. After installing the tires and performing an alignment on 10/20/24, the vehicle was performing as designed. She came back ten days later with her vehicle being out of alignment again so we performed another alignment at her request. At this time we noted that one of her tires was at 25psi, checked and confirmed that there weren't any leaks, and reset the psi to match all four tires to factory standards.

  
  2. Ms. ******* states that several weeks later she started getting notifications that her air suspension was malfunctioning, something we'd notified her as a potential reason to why her tires could wear out so quickly, combined with driving for extended periods of time on low (and extremely uneven) tire pressure. She alleges we must've put "old tires on" so I've attached a copy of the repair order with the tire install to invalidate that claim.

  
  3. Ms. *******  brought her Tesla in so we could evaluate the tires in question, with the intent of assisting her in filing a warranty claim with Hankook, the tire manufacturer. We made it clear that if the tires showed signs of excess wear & tear beyond the limits set by the tire manufacturer that she'd be responsible to replace the tires, which she acknowledged via email. I've attached the full timeline of emails for accuracy. Within minutes of her arriving, we accidentally damaged her Tesla; as it was being driven into the service bay, for an unexplainable reason, the park function didn't engage which caused it to lurch forward a few feet, making contact with a metal cart that was in front of a brick retaining wall. We immediately notified Ms. ******* of the incident, showed her the damage, provided her a loaner vehicle, and had a local body shop perform the repairs.

  4. We have not asked Ms. ******* to pay for anything pertaining to the tires in question or the damage we caused. The tire manufacturer did not replace the tires based on the excessive wear & tear, they were only willing to offer a minor credit towards another pair of tires. We covered the additional cost due to the inconvenience of the damage we'd caused and subsequently repaired. She has been fully updated on this, all confirmed via text messages, which I've attached for review. She had already picked up her vehicle prior to filing this complaint. 

  5. We notified Ms. ******* that her back tires, something we'd never discussed nor replaced previously, were worn down to the wires and cords. We suggested that she replace them because we deemed them to be a potential danger. She declined with colorful language.

  6. In regards to claims of depreciation, I'm unaware of what she's referring to. Her vehicle is in better condition now that before we damaged it. We repaired any & all cosmetic imperfections resulting from the damage we caused, as well as provided her with new tires, which we did as an olive branch to further apologize for causing her any inconvenience.

  
  Ralph F**** Partner and General Manager, Team Nissan

   

  Business response

  01/22/2024

  Attaching docs

  Business response

  01/22/2024

  Attaching docs

  Business response

  01/22/2024

  Attaching docs.

  Business response

  01/22/2024

  Attaching docs.

• Initial Complaint

  12/01/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Sold me an expensive car with a ton of rust without disclosing it. I would not have bought it otherwise

  Business response

  12/01/2022

  Based on the pictures sent through this complaint, there's no evidence of excessive rust. The Carfax history on the vehicle is impeccable, having always been Nissan dealer serviced, and always in New England. The rust shown in the pictures is better than average for the typical 7 year old (at time of sale, now nearly 9 year old) vehicle. Although there's no cause for us to re-purchase the vehicle from the current owner at the price he paid 14 months ago, we are happy to purchase the vehicle for its current market value, based on its current mileage and overall condition; we consider the rust to normal, and not something we'd negatively factor in providing a value. The other suggestion we offer our customers with vehicles that are beginning to show signs of rust is to find a reliable service station in his area that provides wax undercoating, which will stop most future rust and significantly extend the life of the vehicle.

  Customer response

  12/02/2022

  
  Complaint: 18490923
  
  I do not accept the business's response as a resolution to my complaint because: It’s baffling that you’d think this isn’t excessive rust. Doesn’t matter how old the car is, with a nice car like this that is worth a lot of money, it should have been disclosed from the beginning of the sale that there was rust, regardless if that is “normal” for your area. This is THE flagship car for Nissan, I figured you’d have more respect for the car and it’s future owner. I never would’ve purchased from you had I known this is how cars leave your dealership. No one I’ve spoken to about this says the rust is normal, even other dealerships. No one wants a car in this condition! Essentially every part that has rust on it will need to be replaced given this is a high powered sports car.
  
  Sincerely,
  
  ***** *****

  Business response

  12/03/2022

  The accusation of "hiding' rust is confusing. The complainant purchased the vehicle in person at the dealership, after a test drive and visual inspection. Additionally, the rust shown in the pictures is significantly better than the great majority of 9 year old New England vehicles, indicating it was likely garage kept. As previously mentioned, by viewing the Carfax report, it's evident the vehicle was well maintained based on the frequency of maintenance visits to authorized Nissan dealers during the previous course of ownership. For all aforementioned reasons (including our initial response), we don't deem it fair or reasonable that we re-purchase the vehicle in question. Additional factors include, but are not limited to, the vehicle being driven for 12 months, adding to the mileage, wear & tear, overall condition, etc.    

• Initial Complaint

  08/26/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had two active recalls on my car, one for dim headlights and one for a secondary hood latch. I scheduled the headlights only because I currently have damage to the front end (the latch is fine) which I have been in the process of repairing. When that appointment had to be rescheduled I was encouraged to have both recalls scheduled. I explained about my hood and was told it didn't matter that there was damage, they could still do it. I dropped my vehicle off on August 15th, which was a hot day so my ac was on. When I picked my car up on the 16th I was told the hood latch recall was going to remain open and that they took photos of the inside and sent them to Nissan. This is the reason I only wanted to schedule the headlights, however, when I left the dealership I realized my ac was blowing hot air. I called the next morning and they scheduled an apt for that day. When I arrived I was told they never even touched the car, which was a different story from the day before, and that the ac breaking while in their possession was a coincidence or something that happened over time. I had just had my radiator and condenser replaced a few months ago and had no problems at all until l picked it up from Nissan on the 16th. I just returned from the same garage that replaced my condenser recently who replaced it again today. The shop owner and two mechanics said there is no question something happened at Nissan and the damage was directly at the hood latch which was from a direct blow, not over time. My paperwork from the garage specifically says, "Condenser damaged from hood being slammed close." The hood opens and shuts normally still and does not need to be slammed. I am only requesting that I be reimbursed for the amount of $458.78 that I paid today to have the condenser repaired.

  Business response

  08/29/2022

  The vehicle was inspected for the hood latch recall by our Service Manager and Nissan Warranty Administrator, at which point they took and sent photos to Nissan, in order to help determine next steps. In scenarios where we find clear and present damage during the initial inspection process, we immediately send the information/photos to Nissan to indemnify us, especially when we find clear impact damage like we did with the Altima in question. The hood and bumper of the vehicle were damaged, the bumper was found to be broken/cracked, and the hood was severely damaged and was not closed properly. We determined that there wasn't a way to perform this recall safely, and as such, the vehicle never entered our service department. 
  
  After receiving and inspecting the pictures and description of the damage, Nissan agreed that we should not work on this vehicle for liability reasons. The hood was never slammed shut while in our possession. To provide added context though, the event of slamming a hood shut wouldn't likely create a problem with the condenser.  
  
  I've included all of the pictures we took during our inspection of the vehicle to determine whether we'd be able to safely perform the recall. You'll see in the pictures why we, along with the guidance from Nissan, opted not to perform the recall with the vehicle in it's damaged condition. In pic 12 you can see the bumper face is held on by tech screws.  In pic 13 the AC condenser appears slightly bowed from impact damage.  Pic 14 captures the VIN and you can also see how far the hood is pushed back.
  
  

  Customer response

  08/30/2022

  
  Complaint: 17776154
  
  I do not accept the business's response as a resolution to my complaint because the issue was not about performing the recall on the hood latch, it was that the condenser was perfectly fine when I dropped the vehicle off and when I picked it up the air conditioning was blowing hot air when it had been fine when I drove it to Nissan. In fact I had not initially scheduled the hood latch recall as my appointment history will show, and only the headlight recall.  It was at the time of rescheduling the headlight appointment at Nissan when it was recommended that I also have the latch repair and was told it didn't matter if there was damage. The radiator and condensor had been replace since the damage occurred so they were both new.  I have had several oil changes since they have been replaced without a problem and my air conditioner had been working perfectly, it was on when I drove my car to Nissan, but when I picked it up it was suddenly blowing hot. When I called about this the following morning i was given a new appointment for later that day, when I arrived to the scheduled apt. I was immediately told "they didnt do anything to my car" and the appointment they made for me was pointless.  Something happened to the condensor between dropping it off and picking it up from scheduled service at the dealership.

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

  Business response

  09/12/2022

  As previously in our initial response, the vehicle in question never entered our Service Department, we did not perform any work to it. As part of our initial inspection process to make the vehicle ready for its service appointment, we immediately noticed the front end damage to the vehicle. As part of our standard service process, which we perform the same way on every vehicle that's in for service, we make document any and all damage so it's on record as having arrived to us that way. In this case, we noted the significant damage to the front end, took pictures, and sent them to Nissan as we had approval to perform the recall. It was at this point that we opted not to perform any service to the vehicle because of the clear and present damage. Considering we didn't perform any service while it was on our property, we disagree that we could have caused further damage to the vehicle; we provided several pictures as proof in our response to the original complaint. Because we have proof that we did not perform any service to this vehicle, we disagree that we caused any of the damage.

  Customer response

  09/15/2022

  
  Complaint: 17776154
  
  I do not accept the business's response as a resolution to my complaint because: I have attached proof from the Team Nissan Invoice that states service was performed, it includes the tech's name and that a recall was closed on 8/16/22. The information that Team Nissan gave about noticing damage that day is untrue. As stated previously my vehicle had an appointment the second week of July for only the headlight recall since I assumed they would not do the hood latch. That to be rescheduled and Nissan suggested I schedule the hood latch even after knowing about the damage. I jad left my car overnight at the dealership 7/19 and I have a sved voicemail from Roger Traboulsy on 7/20 inquiring if my hood opened and closed without a problem. When I arrived to pick up my car I spoke with Roger about how this and I rescheduled yet again for the same appointment which was on 8/16, and my car was left overnight on the 15th. When I picked my car up on the 16th , i suddenly had no air conditioning which I already submitted proof that the air conditioner and condensor had been replaced recently since the damage had happened and had worked perfectly until picking my vehicle up on 8/16. At my appointment on 8/17 Roger had also mentioned that i had a zip tie in the bumper cover which isfurther prrof besides the invoice Team Nissan provided themselves which states service performed.
  
  Sincerely,
  
  **** *******

• Initial Complaint

  11/23/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I authorized this company team Nissan to run my credit once and they ran my credit 6 times to get my score down to charge me more!

  Business response

  01/11/2022

  Business Response /* (1000, 5, 2021/11/23) */ Contact Name and Title: Ralph F*** Contact Phone: ********** Contact Email: *****@teamnissannh.com It appears there may be some confusion here. You filled out the credit application on our website and submitted that application to us, specifically authorizing us, and requesting we, "begin a credit investigation, to process my application, and to forward my application to lenders, financial institutions, and other third parties in order to process my application". There is no specification to submit to any one particular bank. We gain nothing by your score being low or by artificially attempting to lower it. It actually has an adverse effect, making it ore difficult for us to obtain financing for you, both creating a divide between us and potentially costing us the opportunity to sell you a vehicle. In that scenario nobody wins. We're in the business of selling and servicing vehicles so we want to help you not only obtain financing but at the lowest possible rates. Please feel free to reach out to me directly to discuss this further or to have the opportunity to ask me some direct questions or even request proof of anything you'd like that you'd like to have for your records. We're an open book with nothing to hide. The amount of the down payment is irrelevant to the dealership. Whether it's $500 or $5,000 it doesn't change the profit scenario to the dealership, it's simply a requirement from the bank. Consumer Response /* (3000, 7, 2021/11/24) */ (The consumer indicated he/she DID NOT accept the response from the business.) I did not authorize anything! Remove all inquiries off my report! I will seek Litigations for your fraudulent actions! Business Response /* (4000, 9, 2021/11/29) */ When someone fills out a credit application through our (or any for that matter) website, they're required to check a box and click "submit" (2 separate actions) in order to provide electronic authorization for us to review and submit credit on their behalf. We have the electronically signed application for this consumer. As previously stated, it's actually impossible for the consumer to send their credit information to us without that electronic signature/authorization. I'm not sure why there's confusion here but we're happy to provide all necessary documentation to his attorney at their request. We have absolutely nothing to hide, nor do we have anything to gain by pulling a consumer's credit without their permission. We have even less to gain by artificially lowering their score, a practice I've never even heard of.

• Initial Complaint

  08/04/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Customer service dead end. Customer service has redirected and dropped my calls several times over an issue to try to protect my financial security. It seems a person is fraudulently using our address to apply for and take out an auto loan with Nissan. He does not live here and has not ever lived here. He is fraudulently using our address for his financing. I do not have an account with Nissan because I drive a Mazda. Nissan has not been helpful in resolving this issue at all by disconnecting. I would like Nissan to remove our address from this random person's account and prevent him from using our address with Nissan in the future.

  Business response

  08/19/2021

  Business Response /* (1000, 5, 2021/08/05) */ I'm unclear if the complaint is with Nissan corporate or my local business, Team Nissan in Manchester. I'm happy to help in any way possible, providing its within our control here locally, but this is the first time that anybody at the dealership has heard of this. Please clarify so we can be of assistance. If this is not a local issue with Team Nissan in Manchester, NH, please remove the complaint against us personally and direct it towards Nissan's corporate office in Tn. Thank you.

*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. ↩