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:10/02/2024

  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.

  We informed Team Nissan that we needed our vehicle re-flashed per the recommendation of our mechanic after replacement of air fuel sensor to clear the check engine light. Team Nissan instead of performing the requested service, performed a diagnostic inspection on the vehicle. They then gave us a quote for $925.58 to perform the repair (of the already replaced sensors), which also included two service bulletins for a manufacture defect that needed to be fixed to increase airflow to the said sensor(s). After they gave us the quote of $925.58, the service writer stated it was wrong and gave us an updated quote of $1256.34 for the same description of work. They attempted to upcharge the diagnostic fee from $79.95 to $83.64 as well. We declined the work at that time, as it was not what we requested from Team Nissan. I emailed ***** ***** about our concern the following day, but didn't hear back. I then called the following week to speak with the Manager of the service department regarding our displeasure. The manager then spent the entire time on the phone stating I was wrong, that we never asked to have the vehicle re-flashed, as well as stating that it's not their fault that Nissan built a faulty vehicle that needed repairs due to the manufacture error. I've attached the invoice where it states we asked for the re-flash. He refused to accept responsibility that they didn't do the only thing we asked them to do. He began raising his voice and speaking over me about this. I informed him we did not even want the work done, as it was not what we inquired about. I then reached out to the General Manager of Team Nissan to discuss this, but we were unable to connect. My biggest concern with this company and the "Manager" of the service department is that he refused to email me my own invoice from our service, as the quote & charge slip did not match. He stated it is a "privacy" issue and can only snail mail/fax it. A random fax number is not considered privacy issue.

  Business Response

  Date: 10/02/2024

  The vehicle in question has 131,934 miles and is well outside of any warranties or exceptions from Nissan. Additionally, bulletins are not free services so a diagnosis fee is required to be paid in order to confirm the request of the customer, and then any subsequent work performed would need to be paid as well. Although I can appreciate that the customer has his own mechanic suggestion, that doesn't release the dealership from potential liability for missing an underlying problem, which is why the diagnosis is required. This was explained and agreed upon for a discounted fee of $79.95 (signed diagnosis agreement and signed repair order both are attached). As we attempted to explain, the vehicle can't simply be re-flashed; Nissan has an entire process that needs to be performed before the vehicle can be re-flashed for the stated concern. Since we performed the diagnosis that we agreed upon, for the fee we agreed upon, we will not be issuing a refund.

  Customer Answer

  Date: 10/03/2024

   
  Complaint: 22369266
  
  I do not accept the business's response as a resolution to my complaint because: Team Nissan accepted our appointment, but would not perform the service we initially asked. Once asked why they didn't perform the work we asked, they come up with any excuse they can think of. Most of their response to my original BBB complaint is about the warranty that I never even mentioned. They won't hold true to Nissan's manufacture faults, because Nissan Corporate doesn't enforce anything. They think that invoices with a phone number (phone number that you're physically calling from) are too private to send via email, but will be allowed to send via a random fax number. The company's GM does not even answer phone calls, they are auto sent to VM.  Please look up their reviews on Yelp, as they cannot control the reviews on there like they can on Google. This company will rip you off and not fix your problem. Run, don't walk away from this company, and go to any other Nissan dealership available. Please give me a call if you would like to fix your mistakes. 
  
  Sincerely,
  
  Zachary Whittier

  Business Response

  Date: 10/03/2024

  Although Yelp has nothing to do with the complainant's BBB complaint, I'm happy to address his remark. Yelp is a place that angry people go to vent, whether deserved or not. As an example, Modern Pest Services has an average Yelp score of 1.8, which is probably not a real reflection of the services they provide, yet certainly doesn't show well on a review site.

  
  In regards to the actual complaint, we agreed on a $79.97 diagnostic charge, proceeded to diagnose the concern brought to us, and were paid based on that agreement. Similar to Modern Pest Services, we don't work for free, especially when this vehicle isn't even one of our customers. The vehicle has 131k miles, none of which the dealership participated in or provided any maintenance support along the way. If the vehicle is outside of the OEM's warranty period, why would anybody expect any dealership to pay for their repair?

  
  Finally, the complainant left a voicemail at 10:46am for the General Manager (me), requesting a call back. Shortly after, I left him a message to return my call. At 1:46pm the same day the complainant left another voicemail for me (the voicemail is attached) stating that he received my call but he now no longer required a call back, which he stated twice during that final voicemail, because he addressed his complaint with "Nissan Corporate" and was "all set now". 
  For all of the aforementioned reasons, but specifically because we provided the diagnosis we agreed to (previously submitted for proof), we will not be issuing a refund. I am happy to call Zachary (the complainant) back when it's convenient for him, if that's now what he'd like.

  Customer Answer

  Date: 10/04/2024

  This company is speaking negatively against the company I work for. I never once mentioned anything about the company I work for, I reached out as a concerned person about their shady business practices. I would like you to remove the mention of the name of the company I work for from their most recent response.

   

  Thanks,

   

  Zach

• Initial Complaint

  Date:06/20/2024

  Type:Sales and Advertising 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 authorized a credit check with cars.com on 5/31/24. I was informed by the website that no further credit check would be conducted and that all I needed to do was present that a credit check was already completed. When I went to the dealership on 6/2/24 to inquire about a vehicle I informed the saleman as such, and asked if an additional credit check was conducted by the dealership the day I arrived (because I had gotten an alert stating that an additional credit check was conducted) he said that they had not. I asked because the credit check was already completed hence a second hard credit check was not necessary. However, it is showing on my credit report that Team Nissan conducted a credit check. Again, I tried to verify that this did not occur with *** (the salesman) and he denied this occurred. I called the dealership a few days later looking for follow up. I was told someone would get back to me and nobody has. Im upset over this as it impacts my credit score and this was not authorized by me nor had consented to it.

  Business Response

  Date: 06/20/2024

  When you sign & execute a credit application with Cars.com, or any partner/vendor, you're giving authorization to the dealership to view and/or submit your credit for a bank approval. The verbiage on the credit application is specific, with dedicated language that highlights terms like "hard pull", which does have a negligible impact on your credit score. 

  Customer Answer

  Date: 06/20/2024

   
  Complaint: 21872957
  
  I do not accept the business's response as a resolution to my complaint because: Prior to my arrival to the dealership on the day I was scheduled to consider purchasing a vehicle, I received a message via a credit monitoring vendor that the dealership conducted an additional hard credit check.  Initially, Cars.com informed me that I just needed to provide the completed credit check documentation that was already completed. Hence, why I asked the salesman if he/the dealership conducted an additional hard credit check, which he responded that they had not; I quote  'We didn't ask you for your social security number, so you know we didn't perform the credit check'.  Why would I agree to a 2nd hard credit check. The dealership's response to my complaint to the BBB is a complete lie. I tried to resolve this with the dealership via phone and email and received no response (which to me, indicates fault), which is why I contacted the BBB. After my submission to the BBB the Dealership is maintaining that they can conduct un-authorized hard credit checks 'if you read the fine print'.  Who would possibly agree to an additional hard credit check after one has been conducted 2 days prior for the same type of purchase. The dealership has been nothing but un-ethical and lying. I received no response from the dealership and a non-sencicle answer to my BBB complaint, I will likely also be reporting these practices to the ** Attorney General. 
  
  Sincerely,
  
  *************************

  Business Response

  Date: 06/26/2024

  I've attached a screenshot of the complainant's acceptance of the terms of the credit application, along with specific "hard pull" verbiage disclosure. Although it seems he may have misunderstood what he signed (along with multiple boxes he was required to check), it's unfair to cast accusations towards the dealership. In the disclosure, it specifically states that the shopper provides the dealership the authority to view his/her credit, which then requires the shopper to check the box and click the "submit" button below it. The purpose of that box is to reinforce that federal law requires the dealership to view the credit report if the credit application (filled out by the shopper) is going to be submitted to a bank, by or on behalf of, the dealership.    

  Customer Answer

  Date: 06/27/2024

   
  Complaint: 21872957
  
  I do not accept the business's response as a resolution to my complaint because: Im not recalling what was checked on the cars.com website, but in the attached screenshot the dealership provided, it cuts off and/or doesnt mention an additional hard credit check; again shady practices. And again, the salesman told me they did not do an additional hard credit check when I asked. The Salesman lied to me and now the dealership continues to backpedal saying I agreed to 2 hard credit checks. I would never  agree to a secondary hard credit check, nor would anyone else; ever if I bought a vehicle. I wasnt even going to finance with through this dealership.  This dealership has continually denied this unauthorized and unethical credit check; taken no ownership nor try to apologized via the BBB complaint, for these reasons Ill be escalating to the ** AG office. Im no longer going back and fourth via the BBB as Im getting  nowhere and the dealership has no integrity

   Sincerely,

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

  Business Response

  Date: 07/02/2024

  I'm unclear of what the dealership is being asked to apologize for. We make mistakes, we're human. And when we make mistakes, we take ownership of them and take any/all necessary actions to correct them. This is not one of those scenarios. We received a request from the complainant to help him obtain credit for his vehicle of interest. The screenshot clearly shows the vehicle the complainant inquired about and clearly shows the boxes he was required to check. His lack of understanding of what he requested is irrelevant to his complaint. At no time did we undertake any unfair business practice; we literally performed the task that he requested of us, whether he understood that's what he was asking for or not. He keeps referencing a question he posed to the salesperson he interacted with when he physically came to the dealership. We, the dealer, only ever pulled his credit once, which we're legally required to do when he submits a credit application to us, which he acknowledged through multiple security layers. The reason we've been able to maintain an A+ rating with the BBB and the ** Attorney General over the 36 years we've been in business is because we act in good faith and keep the receipts to prove it. I'd suggest the complainant dispute the credit pull through Experian and Transunion, which will require the dealership to prove to the national credit agencies that we had permissible purpose to view/pull the complainant's credit. If we're unable to provide the proof (which we obviously have), they'll not only remove the inquiry from the complainant's credit report but they'll also provide the negative **** against the dealership that the complainant is aiming for. It seems like that would be a win win for him.    

  Customer Answer

  Date: 07/03/2024

   
  Complaint: 21872957
  
  I do not accept the business's response as a resolution to my complaint because:  AGAIN. The salesman denied that an additional credit report was pulled via your dealership when I asked.  I agreed to a credit inquiry the previous day through cars.com.  The dealership pulled my credit before I even arrived at the dealership without consent. Even though I agreed to a credit pull from cars.com, I never signed or authorized the dealership to conduct an additional credit pull. AGAIN the  dealership conducted a credit pull before I even arrived, then denied pulling the credit report. 
  
  Sincerely,
  
  *************************

  Business Response

  Date: 07/03/2024

  The dealership only pulled the complainant's credit one time, not twice. The complainant can see this on his credit report. This means that the salesperson didn't "lie" to the complainant, as we only ever pulled his credit once, as we're required by federal law to do. As the complainant most recently admitted to, the dealership pulled his credit prior to his arrival, as he requested and authorized us to do. We did not pull his credit after he arrived, as it's unnecessary & impossible to do so. As previously stated, as well as proved/validated by the screenshot of the complainant's credit pull acceptance/authorization, he checked a box that specifically states "I acknowledge receipt of Team Nissan ***** Privacy Policy and authorize review of my credit report for lending purposes. I consent to Team Nissan *** submitting my information to financial institutions to assist with my financing request". The 2nd box the complainant checked not only verified he'd "read and agreed to the Terms and Conditions" but the specific verbiage states "I certify that all information provided in this online credit application is true and complete and that I am at least 18 years of age. I authorize Team Nissan *** to rely on this information to make inquiries for the purpose of evaluating and verifying this online credit application..." Please refer back to the screenshot provided in my previous response for proof/validation.

  For hopefully the final time, it's obvious the complainant didn't read and/or comprehend what he agreed to, which is unfortunate. That's a fact, however, that the dealership would have no way to know. We can only expect that consumers read the disclosure statements presented to them, especially when they're required to check multiple boxes in addition to clicking a "submit application" button as a 3rd and final action, which communicates to the dealership his/her request.

  Customer Answer

  Date: 07/08/2024

   
  Complaint: 21872957
  
  I do not accept the business's response as a resolution to my complaint because: I am not reiterating what *** said 3 time now. I reject the Business answers. This has become an exercise in futility as the dealership is trying to wear me down until I accept their response. I am NOT accepting their BS response
  Sincerely,
  
  *************************

  Business Response

  Date: 07/22/2024

  We've provided irrefutable proof that we did NOT pull the consumer's credit more than once, which he authorized us to do. We've also provided the proof of the consumer's authorization for us to pull his credit in order to assist him in obtaining financing. That proof not only came from the dealership but it also came from Cars.com, the shopping site that he submitted his credit application through, complete with screenshots and timelines of the consumer's actions. We also provided a suggestion for the consumer, in how he can exercise his right to dispute the credit inquiry through the national credit agencies. We couldn't be any more truthful and forthcoming than we've been. It's for all these reasons that we agree with the consumer that this has become an exercise in futility.

  Customer Answer

  Date: 07/22/2024

   
  Complaint: 21872957
  
  I do not accept the business's response as a resolution to my complaint because: Again, stop deflecting;  this dealerships pulled an additional unauthorized credit report before I even arrived at the dealership. What if I didnt even show up?  My credit report would have still been pulled. I am not responding any more. I will continue to give the same answer
  Sincerely,
  
  *************************

• Initial Complaint

  Date:04/03/2024

  Type:Sales and Advertising 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.

  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

  Date: 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 Answer

  Date: 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 Answer

  Date: 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

  Date:01/22/2024

  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.

  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

  Date: 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

  Date: 01/22/2024

  Attaching docs

  Business Response

  Date: 01/22/2024

  Attaching docs

  Business Response

  Date: 01/22/2024

  Attaching docs.

  Business Response

  Date: 01/22/2024

  Attaching docs.

• Initial Complaint

  Date:12/01/2022

  Type:Sales and Advertising 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.

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

  Business Response

  Date: 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 Answer

  Date: 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

  Date: 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

  Date:08/26/2022

  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 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

  Date: 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 Answer

  Date: 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

  Date: 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 Answer

  Date: 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,
  
  **** *******