ComplaintsforPeters of Nashua

• Initial Complaint

  05/26/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I have asked multiple times by calling on 2 separate occasions to remove my profile from this business and not to send me any letters to my address. I am still receiving letters every month that contain my vehicle VIN number. This needs to stop.

  Business response

  05/29/2024

   

  To:  *****************; BBB of *************

  From:  ************************

  Hello *****,

  This is *********************, the dealer at Peters Nissan & Peters Honda of Nashua (NH).  I have received your complaint and I am not sure who you spoke to twice at the Nissan Dealership where you purchased your 2018 Nissan Rogue from,

  but do want to apologize first for your 2 requests not being addressed and taken care of.  You should of never had to put a complaint into the BBB for such a small item that we are requested to do so by customers time to time.  I have

  removed you from our "CRM" which is our Data base so no follow up calls will be made, and no email "blasts" that we send from time to time to your email  when there are sales or special offers available will no longer be sent as well.

  We have also taken you off another Data base which we use in our ******************* so you will also be taken out of that for any coupons or emails, or follow up phone calls again like the above Data Base.  You may still receive

  emails, and coupons from Nissan Motor (direct from the manufacturer) due to you possibly still being in their Data Base.  We do not have the ability to stop any marketing that comes directly from Nissan.  

   

  I hope this will stop any future "marketing" from Peters Nissan.  In the event you are still receiving any, please reach out directly to me at ************ or email me at ***************************************.  

  Again, on behalf of Peters Nissan of Nashua, we apologize for the inconvenience of having to file a complaint that should of been done immediately when you called the first time, never mind the second.

  Thank you for your past business with Peters.

  Respectfully,

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

  Dealer Principle

• Initial Complaint

  04/23/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a used 2013 **** f350 diesel truck 4x4 with 66 ,800 miles on it. As I test drove the truck I felt a wobble and shimmy throughout the truck including the steering wheel and gas pedal and seats. Also experienced a whining sound which appeared to come from the hood where motor is. Also a humming from front wheel area. I told them they said they will bring it to the shop but they can't accommodate a 1 ton truck on there lift. They claimed to balance tires and said it was good. No it was still there. After I purchased. I've owned superdutys my entire life this wasn't right. I asked when fuel filters where done they said no Idea. Diesel trucks need these done. The entire cp4 fuel system can fail costing $14,000 with this said I had another diesel tech change them where there was metal flakes in the filters which shows failing fuel system. And the whining noise from hood and wobble are tell tail signs Also. If this dealership would of addressed this the proper way this could of been prevented. Instead they have treated me cold by saying there done with said truck after they had a **** dealer prior look. Mind you never replacing filters while there. My truck sat in parking lot for over a week. As my dash cam showed . The **** dealership they brought truck to installed a trac bar which was installed incorrectly causing loud banging noises when turning or going over small bumps. It causes bushings to wear Also. And not safe. I have terminal cancer and I am so stressed out over this as I am raising my son alone as his dad died. I'm afraid this truck is going to need some pricey work and I have a loan on this and my primary truck. I feel I have been treated like a joke at this dealership and I know these issues could of been prevented. Only having the truck 4 months. They brushed off the main issues.

  Business response

  04/25/2024

  **************** purchased a 2013 **** F350 vehicle from us on 12/30/23. Before finalizing the purchase, she raised concerns about a vibration in the front end during her test drive. We promptly addressed this issue by balancing the tires, ensuring her satisfaction before delivery.
  Following the purchase, **************** contacted us with additional concerns. Due to her location in ******, *************, and personal health issues, she was unable to bring the vehicle in until February, after the expiration of the 30-day/1000-mile warranty. Despite this, we accommodated her situation and assisted as needed.
  Upon bringing the vehicle to our service department on 2/19/24, **************** reported multiple concerns, including transmission sputtering, shaking, wobbling, and unusual sounds. In the interest of thoroughness and customer satisfaction, we arranged for an inspection at an independent **** dealer. The dealer addressed and repaired the identified concerns, totaling $1887.06, which we absorbed.
  Subsequently, **************** expressed continued dissatisfaction, alleging unresolved issues with the vehicle. Despite our efforts and confirmation from the **** dealer that the vehicle was in good condition, **************** remained unsatisfied.
  Throughout this process, we provided **************** with a complimentary loaner vehicle for a total of 15 days, demonstrating our commitment to customer satisfaction. The total goodwill concessions, including repairs and loaner vehicle expenses, amounted to approximately $2562.
  We will provide complete printouts of text messages between our staff and **************** to ensure transparency in our communication. Despite ******************** dissatisfaction, we fulfilled our obligations under the 30-day/1000-mile warranty and acted in good faith to address her concerns.
  Given these circumstances, we respectfully disagree with ******************** request for an extended warranty. She declined an extended vehicle service contract at the time of purchase, and the vehicle was confirmed to be in good condition by a reputable third-party dealer.
  We remain committed to resolving this matter and ensuring ******************** satisfaction to the best of our ability. Should you require further information or clarification, please do not hesitate to contact us.

• Initial Complaint

  09/22/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought a new 2016 HONDA CR-V inthe spring of 2017. It is a lemon. It started in December of 2018. The car would not start. I called AAA and had it charged. I took it for a long ride as recommended by AAA. 2 weeks later it died. I called AAA and had to purchase a new battery for $129.00. The battery lasted about a year and it died. I called and had it towed to the dealership. They told me the battery was junk and sold me a new battery for $179.00. After another year, the battery died. I had AAA tow it back to the dealership. This time they tell me it's my fault because I didn't drive it enough. They recharged the battery and told me it was all set. 3 months later, the car didn't start and I needed AAAafain. They started my car and suggested a long ride, which I gave it. 3 weeks later, same problem and AAA towed it to Peter's. They told me the guts in the passenger side needed to be replaced. After a few days, I got the car back and told it was fixed. 6 months later, same issue. I had it towed again and they tell me the guts on the driver's side was faulty. They replaced the guts and said that would solve all the issues. Here I am at home waiting for a call back from service because my battery is dead. I bought a lemon and it appears this will never get fixed correctly. They should compensate me for the battery and offer to get me into another new vehicle at no cost to me. I am contemplating legal action. The people I dealt with were ok but, apparently, dont know what they are doing. It's more than obvious that the vehicle is an unfixable lemon and the dealership, in conjunction with Honda corporate, should work out a deal in order to make me whole. It's been a total of 5 years with a battery that keeps getting drained and the dealership service department can't figure it out. My wife has alzheimers and we need a dependable vehicle as she has many doctor's appointments. She is my priority!!!

  Business response

  10/03/2023

    As we have stated in the past to Mr. ***** the issue of a battery going dead in his 2016 Honda CR-V when it's not driven daily can be attributed to several factors. One of the primary reasons is known as "parasitic drain." Modern vehicles are equipped with various electronic systems that consume a small amount of power even when the car is turned off. This includes features like security systems, clocks, after market remote starter which you have installed in the vehicle, and onboard computers. Over time, these parasitic drains can gradually deplete the battery's charge, particularly if the vehicle remains stationary for extended periods.
  
  Moreover, lead-acid batteries, which are commonly used in automobiles, are susceptible to self-discharge. When a car is not driven regularly, the battery's natural self-discharge rate can become a significant factor. This is more pronounced in extreme temperatures, with both very cold and very hot weather having adverse effects on battery performance. In colder climates, the battery's chemical reactions slow down, reducing its ability to hold a charge, while in hot weather, the battery can lose its capacity more rapidly.
  
  To mitigate these battery drainage issues in your 2016 CR-V, it's recommended to periodically start and drive the vehicle to ensure the battery remains charged. Alternatively, you can use a battery maintainer or trickle charger to keep the battery topped up when the car is parked for extended periods. Regular maintenance, including checking the battery's health and charging status, can also help ensure a longer battery life and reduce the likelihood of it going dead if the car isn't driven daily. We have started Mr. ***** CRV multiple times with no issues at all and performed a Battery/Alternator test which passed perfectly. We also checked the parasitic draw which was .044 milliamps, and this is within Honda specifications. We did not start the vehicle since 09/23/2023 and then started the vehicle on 09/27/2023 after sitting for four days in a row the vehicle started right up. The vehicle has driven 1,723 since 02/17/2023 which is an average of 246 miles per month. This matter has been resolved as of 10/4/23. The customer is purchasing a battery tender and we are installing it free of charge.

  Customer response

  10/15/2023

  I want to be certain to clarify that I am 80 years of age and I am not a mechanic. I dealt with the same Peter's Honda Service Manager who's name is Joe. I read his last reply and was disheartened by his response. He left out many facts and, by no means, did I think the problem was solved. Before I left the dealership, I said to Joe, "I'm certain I'll be back in the near future. In no way did I think this was a done deal. I now label my vehicle as a 2016 HONDA CRV EXL LEMON. I stated several times throughout the service ordeals that he had to recognize this as a LEMON but he never responded. He would just look at me.

  I purchased this vehicle directly from the Peter's Honda showroom on February 27, 2017. It did have 2,975 miles on the odometer. It was identified to me as a new vehicle and I accepted that. On or about November of 2019, I was on my way to Church on a Sunday morning at 7:30 AM and my vehicle would not start. I called AAA as I am a member. The technician came out and he was an older gentleman and he was awesome. I learned that he had years of experience at AAA. He ran a test on the battery and he said it was dead and needed to be charged. He started the vehicle for me and he told me it would be advisable to leave the vehicle running for at least 20 minutes and then I should take it out on the highway for a good ride.

  My wife ***** is in her fifth year with Dementia and one of the things she enjoys is going for rides. I am her 24/7 caretaker and I take it seriously. I let the car run for half an hour and got my wife ready for the ride. We went out on Route 3 and drove to Chelmsford Massachusetts and back. We returned home to Hudson, New Hampshire and parked the car. 

  On December 1, 2019, I, again, went out to start my vehicle around 7:15 AM as I was going to my Church for Mass services and, the vehicle would not start. I called AAA and the same service technician I had on my first call, came again. He checked the battery and he told me that Honda batteries are the one battery that gets them a lot of calls for service. He informed me that a Honda battery only has a 3 year warranty. He said he could get it started again and it would, in all probability, not last. He offered to install a new battery, with a 7 year warranty, then and there and I agreed. I paid $157.99 for the battery and he installed it immediately. 

  Around  April of  2022, my vehicle would not start so, I called AAA again. A and a different service technician came out. He checked and found that the battery had lost all of its capabilities. He, obviously, couldn't tell me why the battery was losing its charge. I asked if the battery was dead or just junk at this point and if he could replace it. He told me that he didn't think it needed to be replaced because it was not old. He said it could be recharged. I told him that I had a battery charger and he suggested that I put it on the charger overnight. I did exactly that. I was able to drive the car until May 4, 2022. On that day the car would not start. I called AAA again expecting to hear that they had cancelled me because I had exceeded their 3 call limit, but, they came. The Tech tested the battery and he said it was dead. I asked if he could replace it and he called his supervisor and got permission to do so. It was under warrantee and I was not charged anything.

  Around August 23, 2022, I had AAA tow my vehicle to the dealership as the battery was dead again. I met with Joe and he said they would look at it and get back to me. They accommodated my need for a loaner vehicle. I received a call on August 29, 2022 informing me that my vehicle was ready. I returned the loaner with a full tank of gas as that was required. I met with Joe and he told me that they had to replace my almost 4 month old battery. I never received a call asking me if they could do that but, not being a mechanic, I was stunned they did it but I assumed they knew what they were doing. What I didn't expect is that they charged me $149.95 for the new battery. I questioned it and I got the typical "run around." I paid and left feeling they got it right.

  On or about December 27, 2022, I had to have AAA tow my vehicle back to Peter's. The battery died again. I received a loaner and I suggested they call me when they discover the problem. I did receive one or two calls letting me know that they were researching for problems as to why the battery kept draining. The last call was to inform me that they discovered that the passenger door guts had to be replaced as that was where the drain was coming form. I was called to pick up the vehicle on February 17, 2023 with the assurance that the vehicle was fixed. 

  Since that time, I had to have the car towed in again about 4 months later, around June, as it died again. I told Joe that I was getting tired of this and that I did not expect them to be calling me until they were certain the car was finally fixed. I received a loaner and they had the car for almost a month and I was told that they had to replace the guts on the drivers side but a certain part was going to be hard to get. When they called me to pick up the car, I asked Joe if that was a sure fix and I was assured it was.

  On or about mid September 2023, my vehicle was dead once again. I put the car on my charger overnight and it started in the AM. About a week later it died again. I recharged the vehicle and drove it back to Peter's. They gave me a loaner, called me back a few days later and I was told that the vehicle was ready. I had a conversation with Joe about the vehicle and what was discovered. I was told that because I had installed an off market automatic car starter, that was the problem and that I didn't drive the car enough an excuse that was repeated to me every time I brought the car in. 

  When I purchased the vehicle, I inquired about the starter and they said they could accommodate me as they had a company that did all their installations and that they were good. I didn't ever think that they would even imply that as a reason for all of the problems I've been having. Simply put, they don't know what is wrong and they are going to keep changing tactics and excuses every time I bring the car in.

  During my last conversation with Joe, he suggested that I take a $19,000.00 offer from the Honda General Manager for the purchase of a new Honda CRV. I told Joe that new CRV's go for around 45 to 50 thousand dollars. I also said that when I bought the vehicle I have, that I didn't expect to ever have to purchase another vehicle again. I'm not in a financial position to purchase another vehicle for 26 to 31 thousand dollar finance deal. 

  Further, Joe is now suggesting that I purchase an off market "Battery Tender" that they would install for free. I asked myself whether this would be the new excuse when and if I have to return with the vehicle. I can't believe that he suggested that as a final solution when none of their solution fixes ever worked. What's next: off market tires, my cell phone is draining the battery??? When is this going to end. I have so much going on in my life right now and I need a vehicle that runs and not this LEMON. 

  I am insulted by their response to my complaint as it appears they didn't want the BBB to see all of the facts and brushing all the problems, in the end, as an off market key starter. They also stated that I needed to drive my car daily. I drive my car almost every day because of and for my wife to enjoy a ride. I can't put mileage on my car if it's in the shop as much as it has been. I wake up every day with the anxiety that the car will not start and that I might miss a doctor or hospital appointment. This has been an exhausting and endless experience for us. I expect to be calling AAA again and within the next 2 months. What then??

  Simply put, the vehicle is a LEMON!! It may not be Peter's fault but that's where I purchased the car. The real problem, as stated, is that Peter's can't solve the problem and it will continue until when, once they've rebuilt the car and have nothing else to blame. This consumer has had enough and feel very strongly that they may have caused further damage to whatever the real problem is when you consider how many fixes were done to no avail.

   

  Business response

  10/16/2023

  Our position hasn't changed. As stated earlier. The reason for the battery fail is because the vehicle isn't driven enough. We again suggest that a battery tender be purchased. Our offer still stands to install it free of charge.

   

  Thank you

  Customer response

  10/19/2023

   
  Complaint: ********
  
  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,
  
  ***** *****

• Initial Complaint

  06/09/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  The main complaint: I purchased a brand new vehicle from Peters which was secretly in a collision and poorly repaired (with no record of this) prior to my purchase, and none of this was disclosed until months later, and now this dealership is claiming no responsibility and offering me no compensation for the situation. Details: I purchased a supposedly brand new 2023 Honda HR-V from this dealership on March 11 for $32,944.63 total after paying a $500 deposit in Dec. 2022. The HR-V had 20 miles on it. At the time, the dealership did not include a spare key — I was told there were supply chain issues and it would be available some time later. Shortly after the purchase, I received a dash notice in the car stating there might be an issue with the frontside AWD system. I quickly notified the dealership and said I would schedule an appointment with them once the key was available, as they were located almost an hour from my residence. A few months later, I turned on the air conditioning for the first time and noticed it was not blowing cold air. At that point, I scheduled a service appointment with a much closer dealership (Danvers, MA). They discovered that the issues were due to an outside temperature sensor that was unplugged (and not re-plugged in) when the car was REPAIRED after seemingly having been hit from the front end. There is no record on the Carfax of this. The work was also poorly done — clips/parts missing on one side, clear damage on interior parts that were buffed/painted over instead of being replaced, etc. That Danvers dealership then charged me a diagnostic fee of $404 due to the vehicle being “tampered with” and thus violating the warranty. After I explained all this to Peters Honda requesting a resolution, they took the HR-V in promising to at least do repairs properly for no charge — but then never got approval. So I am now driving around a “brand new” vehicle that was secretly hit and poorly repaired (and I’m out $404 atop that).

  Business response

  06/20/2023

  Regarding the complaint from Mr. ******.  The vehicle arrived at the dealership and was checked in by our lot attendant who inspects all the vehicles for damage. None was noted. The HRV then went into the service department for the Pre Delivery Inspection that every new car receives when they are delivered from the factory because certain things need to be done to each vehicle such as fuses installed, tire pressures checked and adjusted among other things. Again no damage was noted on the inspection and by looking at the photos that Mr. ****** included in his complaint we feel that these items would have been very hard to miss by a certified technician.  The vehicle was then seen by  Mr. ****** when he took delivery of the vehicle and aslo went thru the recon department to be cleaned before hand and again no damage was noted by Mr. ****** or our recon department. Nor did the salesperson notice any damage to the vehicle when the vehicle was gone over with Mr. ******. 

  Mr. ****** drove the vehicle approximately 2000 miles from the day of delivery March 11, 2023  to May 22, 2023.  We have no idea what happened to this car in between the day of delivery and the day he returned on May 22nd.  We also did not make any promises of fixing the car for free. The spare Key that was back ordered because of the micro chip shortage was given to Mr. ******. 

  Peters of Nashua did not cause this damage nor do we think it happened before the vehicle was delivered to us from the factory. The vehicle was inspected by no less then 4 people here at the dealership as well as Mr. ****** before it left here.  There for we take no responsibility in the damage that Mr. ****** claims. 

  Rick T******* 

  Director Of Operations

  Peters Honda Of Nashua

  Customer response

  06/20/2023

  
  Complaint: ********
  
  I do not accept the business's response as a resolution to my complaint because:

  1. It is not true that I "inspected" the vehicle. There are no obvious signs of exterior damage done to the vehicle that the average consumer would notice by the naked eye -- all the damage and poor craftsmanship is hidden behind the front bumper. There is no opportunity for a consumer to inspect that during a normal vehicle purchase and pickup.

  2. While the vehicle may have passed inspection protocols upon arrival, it also remained on the dealership's property for nearly a full week (until March 11) after the initial expectation of purchase on March 4 (which was delayed due to poor communication about accepted payment). It is entirely possible the damage occurred in that timeframe and was likely not re-inspected prior to the purchase on 3/11.

  Note that I have already escalated this issue to Honda America.

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

  Business response

  06/20/2023

  There is damage that is noticeable from the outside. Please see the attached photos of where the drivers door meets the front quarter panel. It is clear the door is hitting the panel.  The paint is actually chipped off from the door hitting the panel. There is no possible way this would have been missed here at the dealership. In addition to that, the customer had the vehicle for over two months, drove over 2000 miles and did not notice this?  How is that possible?  If you look at photo 24 it is clear that the scrapes on the bottom of the front bumper are new and happened after the vehicle left here.  As far as the car being here form March 4th to March 11th. If the vehicle had been damaged here it would have gone to our body shop and the customer would have been informed that there was an accident on the lot and that we needed to repair the vehicle.  Accidents do happen but when they do they are always handled professionally and we have no reason to try to hide anything.  We stand by our first response that this happened after the customer took possession of the vehicle.

  Rick T******* 

  Customer response

  06/29/2023

  
  Complaint: ********
  

  All these mentions of chipped paint and exterior damage are barely noticeable to the average consumer. No one would notice this unless they were looking very closely and trying to find it. Referring to scrapes on the underside of the car -- how would that occur from the vehicle being hit from the front side?

  "In addition to that, the customer had the vehicle for over two months, drove over 2000 miles and did not notice this?"

  As shown in the email attachment, I notified Peters Honda within 2 weeks that there was an issue with the AWD. And as shown on the paperwork drafted by Honda North in Danvers (also attached), the AWD malfunction was a result of the outside temperature sensor not being plugged back in after the body repair work was done -- so, presumably in March (or earlier) when it occurred. At a point in time that was much, much less than "two months" and "2000 miles" driven. 

  There's an insinuation by Peters Honda that under my care, my vehicle was knowingly hit and I decided not to report it to my insurer, but instead got it secretly repaired, poorly at that, and then when I discovered issues, decided to report it to a Honda dealership. Why would I not go back to the body shop that performed the poor workmanship? Or, that when I wasn't looking, my vehicle was hit, secretly towed away and repaired, and returned to its parked location. In either scenario, these allegations are far more absurd than the possibility that a Peters Honda employee simply hit it on-site and tried to cover it up.

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

  Business response

  07/13/2023

  While Peters takes no responsibility for the repairs that have been done to this vehicle and we adamantly deny that any of the damage and repairs occurred at Peters Honda we will be willing to have the vehicle fixed at our body shop the correct way and we will cover 50% of the cost of the repair.  If the vehicle had been damaged here the vehicle would have been brought to our body shop which is a Honda Certified repair center and the repairs would have been done the right way. We feel this is more than fair since we feel there is no way possible these repairs would have been missed by our techs, sales person, our recon department as well as the customer when he picked up the vehicle. 

   

  Rick T******* 

  Customer response

  07/20/2023

  
  Complaint: ********
  
  While I appreciate you acknowledging this issue with an offer, I don't believe it's fair to me at all to have to pay any out-of-pocket costs to repair a brand new vehicle that I'm confident was not in any sort of accident under my ownership. I'm also already out $400 because of this issue for the diagnostic fee Honda North in Danvers was forced to charge me.

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

  Customer response

  07/28/2023

  Peters Honda mailed me a check for $400 (postmarked 7/21) without any advance notice or additional context in the letter. I presume this is to reimburse me for the diagnostic fee I was forced to pay Honda North for the 2-month-old vehicle being deemed out of warranty upon repair.

  It's nice to get something back, but being that I'm still driving a brand new, poorly repaired vehicle with some sort of unknown accident history, I still obviously feel as though I'm not square with Peters. Am I able to deposit this check without having it act as a legal representation of being satisfied with their resolution?

• Initial Complaint

  01/18/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I had the car 3 hrs. Returned car to dealership. Paid $792.00 for registration and $8.00 for a copy of said registration that I left in the car. Dealership took back car. I'm asking for

  Business response

  01/20/2023

  To:  The NH Better Business Bureau
  From:  Richard T*******
  Re:  ********* *****
  
  This is Richard T*******, the Corporate Operations Director at Peters Nissan and Peters Honda of
  Nashua. I would like to address the timeline that Mrs. ***** has outlined on her complaint which was filed on 1/17/23 to the NHBBB.  The facts below can also be supported with video,
  From our Surveillance Camera system on our entire property.
  
  On October 24 Mrs. ***** came into Peters Nissan and purchased a new Nissan Altima and finalized all paperwork with the sale of the vehicle.  The next day, October 25th our salesperson Josh S***** went to pick Mrs. ***** up at her home and brought her back to the dealership where Josh delivered her new Altima to her, going over all the features of the car.  After finishing the delivery, she came back into the showroom no less than three individual times, with concerns and questions about why the vehicle did not have a rear wiper, why was there only one Trip Odometer, and why was her cell phone not able to charge on the wireless charger in the Altima.  Each time either one of our sales Managers and/or salespersons explained that the Altima is a sedan and not a SUV and sedans do not come with rear wipers but that there was a rear window defroster. Next, we explained that the Altima DID have 2 trip odometers and brought her out to her vehicle and showed her the 2 trip odometers.  At this time, Mrs. ***** made a comment to Cheryl W***, our sales manager that there should be a 24-hour rescission period when we sell vehicles.  She was informed that NH does not have any 24-hour rescission or cooling off period.  Mrs. ***** then came in the third time asking why her cell phone would not charge n the wireless charger in the Altima.  The Altima’s charging system was working properly, and we informed her that she should go over to her cell phone carrier and ask if there was an issue with her phone.  The T-Mobile carrier representative told her the issue was with the vehicle and not her phone.  She came back and we researched this further and found while she was there that Nissan had a list of all phones that were compatible with each model Nissan makes and sells that her phone was not on that list that Nissan supplied us so in fact it was not compatible.
  
  At this point she left again with her new vehicle and had the vehicle overnight. It is unclear to us if she left and went and registered the vehicle at this point or if it was done the next day, but we do know she registered her new Nissan Altima within 24 hours of taking delivery on
  October 25, 2022.   Mrs. ***** again came back started to accuse our business manager, Mike
  J****** of telling her she HAD to go register immediately.   Our business manager never would have instructed Mrs. ***** or any other customer that they would ever have to register their new vehicle immediately.  All New Hampshire residents as well as Mrs. ***** are issued 20-day temporary plates, allowing her and all of our customers 20 days before they have to legally register a new or used vehicle.  That is something that is and was Mrs. *****’s and all of customers personal decision whether they want to register their vehicles immediately or wait
  up to 20 days before they need to register the vehicle with the State of New Hampshire.  We questioned Mike J****** with Mrs. ***** there, asking him if he told Mrs. ***** at any time
  that she had to register her vehicle immediately.  Mike informed Mrs. ***** directly at that time, very politely that he NEVER told her any such thing about having to register her new vehicle immediately.  Mrs. *****  accepted this.
  
  She then complained that her Nissan connect software APP in the Nissan Altima was never registered with her name in it and was then reminded that Josh S***** her salesperson had brought her into where his work desktop computer is and had connected her.  She then answered, “oh yes, I do remember that now”. Another salesperson Raphael R******** went ahead to help Mrs. ***** and re- verified that she was registered with Nissan Connect.
  
  On October 27th Ms. ***** returned with her new Altima because the Nissan Connect was not recognizing her vehicle.  A repair order was opened, and we put Ms. ***** in a loaner car which she was in from October 27th to November 17th.  Even though Mrs. ***** had an additional vehicle at home that she could have used, we put her in our loaner vehicle which she used to go on a long-distance trip because she stated she didn’t want to use her own car.
  
  Upon return she informed George M******* that she no longer wanted the Altima.  After speaking with the owner Peggy P****, it was agreed that Peters Nissan would take the vehicle back.  Any money Mrs. ***** had paid to Peters Nissan, was returned to her and the finance contract was cancelled thru the lender.  Peters Nissan did not return the Documentation Fee and Title fee for $479.00 immediately but did so after constant pressure and harassment by Mrs. *****.  There are always expenses to any dealership when any customer purchases a vehicle for documentation, filing fees, etc which was no different with Mrs. *****.  In addition, Mrs. ***** had registered the new vehicle which once done, this vehicle is not considered new but has to be re-sold as a used vehicle which is automatically reduced to a lower depreciated
  value and price.  Again, she was returned all and any monies she directly paid to Peters Nissan.
  
  In addition to returning all monies that was paid by Mrs. ***** to Peters Nissan, she is now seeking reimbursement for the registration fees that she paid to the City of Nashua and the State of New Hampshire within 24 hours of signing for her New Nissan Altima.  Peters Nissan of Nashua has absolutely NO obligation to pay Mrs. ***** for any registration fees she paid to the State of NH and the City of Nashua.  This was Mrs. *****’s decision and only hers that she made and chose to register her vehicle within 24 hours of taking delivery of it.   Peters Nissan has gone above and beyond to make Mrs. ***** happy, including taking her new registered vehicle back and returning all monies that she had paid directly to Peters Nissan of Nashua.  We have no responsibility further than what we have already done.  Mrs. ***** also need to know that if and when she purchases another vehicle and does register it with the plates she received
  for the Altima, she will be credited back a portion of the monies paid to the State
  of NH depending on the price of the vehicle.
  
  Richard T*******
  Corporate Operations Director
  Peters Nissan & Honda of Nashua
  

• Initial Complaint

  04/13/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I spent $4,000 dollars after 4 different diagnostics in a short period of time and the car still with the same exactly problem and they don't want to fix or give my money back. And When I told then that I had contact the attorney to see whats my rights on the case they just told me that the case was done and they not going to help me anymore since I spoke with my attorney. I just spoke to see my options on the problem and the manager now is refusing to talk or have a deal with me. I just got scammed . I have no more money to fix on other place, i lost 2 big jobs because of this car and they just don't want to help me anymore. In less than 1 week they gave me 2 different diagnostic on my car and I paid for the service And now they don't want to help anymore. I need my car fixed or my money back because those $ 4.000 i had to work to get it and they just took that to do NOTHING on my car besides change some parts that wasn't the problem. They lied about the problem, they charge me for all of that and the car still with the same exactly problem.

  Business response

  04/14/2022

  Peters Honda has done nothing wrong and we have told the customer that we would be more then happy to go for a ride with this customer to see if he can reproduce the problems he is talking about it. WHe has not done that and in fact has told us the car only does it when he drives the car and not when his girlfriend drives. His exhaust has been heavily modified and this will severely effect how the engine runs and performs and he has also been told this. His last visit here he threatened us with lawyers after the Service manager told him we could not replicate the problem. He also used abusive language toward him which will not be tolerated. During one service we recommended spark plugs, he agreed to replacing one. Came back again and we replaced the other 3 free of charge. We have made numerous attempts to help this customer how ever we cannot be responsible for how his engine performs with the modifications he has made to the vehicle.

  Customer response

  04/14/2022

  (The consumer indicated he/she DID NOT accept the response from the business.)
  First time that I went there it was last year, they never told me as you can see about the exhaust because theres no exhaust problem in none of the diagnostic that they made since last year. They have all noted and After 4 misdiagnoses on my car the guy that made the test drive with me specified that they don't know anything more that they can do it and the only thing that he has in mind left it was the exhaust but probably he doesn't think it is the problem because I put over 20,000 miles on the car with the exhaust modified and this was from the mechanic's mouth. And the spark plugs problem was diagnostic by then and they told me that was the problem on my car, thats why I accepted the spark plugs to be changed on my car. Then they changed one and I paid and now they are telling that they gave me 3 for free . Ok but the car still broke after that. And if you take a look on the dates they misdiagnosed my car more times. They have to understand that I went there telling my problem as a costumer to fix my car. They're the professionals who misdiagnosed my car more than 4 times and the point is that my car still broke after all of that. And now they're using the exhaust problem as a escuse? Why don't they diagnosed my car on the first time when I went there as a exhaust problem? Because the car has the same exactly problem. And it was more than 4/5 parts changed that they told that was the problem on the car . And it's simple to see it on the papers that they gave me as a diagnostic, everything is wrote there and there's no exhaust problem wrote in none of the diagnostic that was made there since last year.
  And they are telling me that I treated then? Its funny because I didn't treat no one with lawyers. I was talking to the manager and explaining the problem to him that the problem still there but the problem doesn't shows up every time, and they knew that because every time that I went there it was like that , maybe that's why they not able to find the problem, but they're able to give a diagnostic on that I don't know how. Because the diagnostic is everytime different and the car has the same problem.hard to understand right? . And if you take a look on the dates. I went there Febuary 17, 2022 and they diagnostic as a fuel injector problem ( not exhaust problem) like they're saying as a excuse, i paid for the service $1300 for that. Took my car after the service was done and guess what? The car still with the problem. Then I went back on the next day and they made another diagnostic on the car Febuary 18,2022 as a battery (not a exhaust problem) and I paid $500 for the battery and guess what? The car still with the problem. So now after that they're saying now that the problem is the exhaust? They never told me that, and the only one that told me that when he was testing drive my car he clearly specified that its the only thing that he has in mind left but he doesn't think it is the problem since I put over 20.000 miles on my car after I modified my exhaust so don't use that as excuse because the problem still the same since last year and after $4000 dollars spent there they going to tell me that was the problem? They made a diagnostic and theres nothing on the diagnostic telling that the exhaust was the problem. After all of that I went to talk with the attorney just to see my possibility on that case and what can I do on the best way to have my car fixed or my money back , and when I mention that to the manager because he was giving me excuses and lying to me like every time that I go there and I mention that I spoke with attorney about what he was saying and things doesn't work like that and he told me "since you spoke with your attorney we no going to help you anymore" and I had my girl on my side and he had his mechanic on his side and he specified that he wasn't going to help me no more. And I told then that I was going to find my rights and contact the businesses bureau and he told that I can do whatever I want because they have attorney there too. So now I was the one treating then? That so funny how he lies a lot and I'm pretty sure that what he told me isn't on the hondas policy. So now I'm not able to talk with someone about it? I don't have the right to talk with the attorney and see what can I do about it? I can't mention that with the manager? Because when I mentioned that he just refused to help me from that. I'm a dad, i take care of my family and I need this car fixed and I tried to fix it like a honest person. I paid for all of that and they are going to tell me that I'm the wrong on this case? So now I can take peoples problem and diagnostic as a whatever and charge then for it? When people brings car there they're expecting to get the job done and the car fixed. Not on my case. Went there multiple times expecting something that they clearly not able to give me as a costumer and charged me for that? It was simple to say it like other mechanics told me that its a hard problem and they are not able to fix it instead of charge me for that knowing that wasn't the problem. And I can prove that with my car broke with the same problem, and all of this papers. And the funny point is. They mentioned the spark plugs but they didn't mention all of the other things. And they mentioned the exhaust even if theres no register of that in nome of the DIAGNOSTICS. And like I said how Can I be positive and patient with all of that? It's being a year . Explain to me how I'm not getting mad with *** of that happening? Lost 2 jobs because of this car. Spent over $4000 there with no job. And they want me to be peaceful? I was mas there but Didn't treat no one and they know it.

  Business response

  04/19/2022

  Peters has offered to take the vehicle out for a ride with the customer as we originally did and the offer stands. The customer responded that he will bring the  vehicle in it starts it is having the issue he is complaining about. As far as the previous repairs, all repairs were diagnosed by a factory trained technician and approved by the customer.  The first issue was a wiring harness chewed thru from rodents. Then the vehicle had issues with spark plugs. Codes showed a bad plug which was removed and put into a different cylinder and the code moved to that cylinder showing it was the spark plug. It was changed.  Two weeks later all the spark plugs were replaced as another code came up. This was done free of charge.  The next issue was his fuel injectors. The customer came back again complaining about the vehicle not performing correctly. The test showed the injectors were throwing a code that the air/fuel ratio was bad. This was repaired with approval from the customer.  

  Again Peters has told the customer we will be happy to take the vehicle for a ride with him and see if he can duplicate the issue. Our technicians put over 100 miles on the vehicle and drove it for hours and could not reproduce the problem.  He may bring the vehicle in at anytime and we will have our Shop Foreman a Master Tech go for a ride with him.  We do feel however that the modifications he has made to his exhaust will effect the way his engine performs. 

  Richard T******* 

   

• Initial Complaint

  01/05/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On 11/17/21 I brought my 2019 Nissan rogue to have new tires put on and an oil change. I paid $1,189.95 for tires, mounting, and the oil change. I waited for 2 hours for them to tell me that the tires they ordered were faulty, and I would need to leave my car and wait for new tires. I agreed, and I picked my car up on Nov 23rd. I noticed all my rims were scratched but I did not say anything because I do not like confrontation. Shortly thereafter I had a check tire pressure light come on and my front left tire was low. I brought the vehicle back on Dec 13 and they proceeded to ask if I had hit anything and that my rim was broken and causing the leak. I said no, and after some time they agreed to replace the tire and rim. I picked my car up and days late the SAME tire was leaking again. I yet again brought my vehicle in to which they stated I 'ran over a giant screw' conveniently in the same exact tire. I had checked the tire before i brought the vehicle in and there was no screw. They agreed to fix the tire but I am extremely frustrated by their poor workmanship and blatant attempts to make me look at fault. I do not live in nashua and had to not only take work off multiple times but I was driving my child around in a vehicle with a faulty tire. I am still not sure how they 'repaired' the tire, if it was actually replaced or not, and I would like my money back for the awful experience.

  Business response

  01/13/2022

  Business Response /* (1000, 5, 2022/01/06) */ Contact Name and Title: Nate Y**** - Service Mgr Contact Phone: ********** Contact Email: ******@petersauto.com In response to Ms. *********'s BBB Case, we would like to first point out that Ms. ********* brought her 2018 Nissan Rogue Sport to us on 11/17/21 for the replacement of four tires. Because of possible defective tires and her left front tire losing air on two subsequent occasions, she had to return multiple times to our facility for us to inspect and repair her concerns. In the interest of customer satisfaction, each time she came in, we treated her concern as a priority and provided her with multiple goodwill scenarios. We certainly understand her frustration, however, we disagree that this situation qualifies for a refund. The facts are as follows: Ms. ********* came into Peters Nissan Service Department (PNSD) on 11/17/21. She met with service advisor Ryan R******* regarding the replacement of four tires and an oil change. Ryan contacted the parts department for tire pricing quotes and received a quote for four different brands of tires on parts quote ******* at 8:45am. Ms. ********* chose to purchase the Yokohama Advantage Sport tires, so Ryan generated repair order (RO) # ****** at 8:54am to replace the four tires, perform an oil and filter change, and to perform an alignment once the tires were replaced, as Ms. ********* had agreed upon. Ms. ********* subsequently prepaid for the total of $1189.95 on a prepaid service and parts receipt, number ******. The tires were not in stock, so the order was made, and an appointment for the customer to have the tires installed was made for 11/20/21. Tires were attempted to be replaced on 11/20/21. After finding out that the tires had a balancing issue and would not fall into specification, Ryan approached Ms. ********* and explained that we would have to order another set of new tires as these tires were possibly defective. Ryan ordered the tires and was able to put Ms. ********* in a loaner vehicle at no charge on 11/20/21 at 250pm, according to the loaner agreement, as a courtesy. The tires arrived on 11/22/21 and they were mounted and balanced to the vehicle, and corresponding work (oil and filter change and alignment) was confirmed to be completed as well. Ryan notified Ms. ********* that the vehicle was complete. She came and dropped off the loaner vehicle and picked up her car on 11/23/21. Ms. ********* returned to the PNSD on 12/11/21, 19 days and 715 miles later, and Ryan generated RO # ****** for concern of left front tire being low on air. RO generated at 1121am. Technician inspected tire and found that there was air leaking through a crack on the inside of the rim. Ryan escorted Ms. ********* out to the shop to see the rim and during conversation asked her if the vehicle had been possibly driven over a large pothole, as this is usually what will cause a rim to crack. She told him that she did not hit anything. We ordered a rim, as this is not a stocked item, and he was able to put Ms. ********* in a loaner vehicle at no charge on 12/11/21 at 1235pm, according to the loaner agreement. The rim arrived a few days later and was installed on the left front. The technician checked for leaks, and none were found. Customer was notified that vehicle was ready for pick up on 12/14/21. As goodwill gesture and in interest of customer satisfaction, there was no charge to customer for replacement of rim. Ms. ********* came and dropped off the loaner vehicle and picked up her car on 12/16/21, and RO was closed. Ms. ********* arrived on 12/23/21 at 12:57pm and RO # ****** generated for concern of same (left front) tire leaking. Ryan promptly put Ms. ********* into a loaner vehicle at 1258pm and she was on her way. Technician inspected tire for leaks and found a bolt on the outside edge of the left front tire. A photo was taken and texted to Ms. ********* to show her what we found, and Ryan stated, "it looks like you picked up a large bolt in the sidewall of your tire." Ms. ********* responded, "that seems very coincidental that it is the same tire." The service manager, Nate Y****, also responded to Ms. ********* via text message to touch base with her, discuss the situation if she would like, and to mostly assure her that we were trying to take care of her as a Peters customer in the best way possible. Ryan texted her back and told her that because she purchased the tires with Peters, there is road hazard coverage on the damaged tire and that he would get the tire replaced for her at no charge. Road hazard coverage requires the replacement of the exact same tire that was originally installed, so the tire had to be ordered and Ryan relayed that message via text message. The order was placed, and the tire was received and installed on 12/27/21. Ryan texted Ms. ********* that the vehicle was all set and that her total was $0. Ms. ********* responded and said she was ill and was unable to pick up the vehicle, but she would try and find someone to exchange the vehicles for her. Ms. ********* responded via text on 1/3/22 that she would exchange vehicles later in the day. Vehicle was picked up and the loaner returned on 1/3/22. Given the stated facts, Ms. ********* certainly had a less than ideal service experience with Peters Nissan since she had to return to our facility multiple times. We certainly acknowledge that aspect, however, none of the reasons she had to return were due to "poor workmanship and blatant attempts" to make her look at fault. She had a master technician working on her car and it was inspected each time for safety and proper operation. The first issue was due to defective tires which weren't even put on the vehicle, as these would have caused excessive vibration, so we ordered a new set that were installed. The second issue was due to a crack in her left front rim causing air to leak from her tire - given that 19 days and 715 miles had passed since she had the tires installed and there was no mention from her about a leak until then, we gave her the benefit of the doubt after we asked her in conversation if the vehicle ran over a pothole which might have created the crack. If this had happened while the tires were being replaced, the customer would have lost air quicker than she did and would have returned sooner. However, we goodwilled the rim at no charge to her so we could create a positive customer interaction. Her third issue was 7 days and 241 miles after the rim was replaced and that involved a bolt in her tire. Again, if we had poor workmanship and hypothetically ran over a bolt of that size while her vehicle was in our possession, air would quickly leak out and she would have to return quicker than 7 days. As the service manager Nate Y**** described to her, it is coincidental that the bolt was in the same tire that the rim was previously replaced on, but it happens quite frequently to see something stuck in your tire. There is so much debris on the road that tires (even new ones) can unfortunately pick up and puncture the rubber. That tire was replaced under road hazard coverage at no cost to her. Also note, Ms. ********* mentioned in her BBB complaint that she was "not sure how they 'repaired' the tire, if it was actually replaced or not." Please reference the attached text message printout referencing date 12/23/21 @ 244pm where Ryan notified Ms. ********* that he was going to get the tire replaced for her at no charge. I know Ms. ********* is probably very busy but the fact that the tire being replaced was messaged to her and that she responded to the message cannot be ignored. Peters Nissan also provided her with three separate loaner vehicles for a total of 19 days at no charge so she wouldn't have to drive around in a vehicle that she felt unsafe in. In fact, the goodwill concessions between the rim and the daily rate of the loaner vehicles totaled $1486. These were given in consideration of customer satisfaction, not to someone whom we would feel was at fault. As stated earlier complete printouts of text messages between our staff members and Ms. ********* will be forwarded to the BBB to ensure that the actual context of our text interaction is shown. Please keep in mind that there have been conversations in person when Ms. ********* was at our facility that never involved making her at fault. Taking all the facts into consideration, it is understandable that Ms. ********* is dissatisfied, but we see no reason for any type of refund as we feel we went above and beyond in extending her care due to circumstances beyond Peters Nissan and her control. We certainly acted in good faith, and we did everything we could have reasonably been expected to do to resolve this issue. Nate Y**** Service Manager Peggy P**** Dealer Principal Consumer Response /* (3000, 7, 2022/01/07) */ (The consumer indicated he/she DID NOT accept the response from the business.) The issues where handled in a months time which is ridiculous for a new set of tires. I paid greatly more than I was quoted at other shops just so I did not have to deal with these kinds of issues, yet here I am. The fact that you're business is denying a refund for such an awful experience speaks volumes on you and your corporation. If a refund is not issued, I will be filing in small claims court. Business Response /* (4000, 9, 2022/01/10) */ While we understand Ms. **********'s inconvenience of having to come in several times after her new tires were put on, Peters Nissan feels that she was never charged on either visit for the new Rim nor the new tire that was put on. Ms. ********** is looking for a refund on the new tires she purchased and all 4 tires are new and on her vehicle and working properly without any charges to her. It is unfortunate that Ms. ********** feels Peters should refund her the cost and labor for the original installation of the tires . Peters does not feel that this is warranted especially after there was no charges to her and in fact both repairs were taken care of by Peters and the tire warranty that was included on the original purchase of the tires. Thank you Peggy A. P**** Dealer Principal Peters Nissan of Nashua

• Initial Complaint

  09/21/2021

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Called several garages in my area to obtain a quote to replace the water pump on my car. As it is timing belt driven I also wanted the belt and tensioner replaced and I know this comes as a package deal. After obtaining my quotes Peter's was the cheapest and the parts advisor told me it would be$625 parts and labor. I called back several days later to make my appointment and confirmed once again with the woman making my appointment that this service would include the water pump, timing belt, and tensioner which she did confirm with me. Upon bringing my vehicle to their service center I was told (quite rudely) that my service would include only my water pump being changed and that if I wanted the other services done i.e.my belt and tensioner that it would be $999. I told the service advisor that that's not what either other employee quoted me over the phone which he ignored and told me if I didn't like it I could leave, knowing I couldn't drive away. Very shady practices. Have voicemail

  Business response

  09/24/2021

  Business Response /* (1000, 8, 2021/09/21) */ To make it easier i have copied and pasted the response from Joe ********* our Service Manager. ****** ********** had a service appointment on Monday 09/20/2021 at 7:15 am. Upon arrival, Paul Morrison greeted the customer in the service drive and the customer informed the Service Advisor he had an appointment to replace his water pump for $620.00 on a 2005 Honda Civic which was for just the water pump replacement only. The advisor stated to ****** that he would need to verify the quote provided to the customer. Paul stated, "The price to replace the water pump, timing belt, and drive belt is $899.99 if he wanted to do the full package". The advisor asked, "is there a reason why we are replacing the water pump?" The customer responded saying the vehicle has been over heating, and he had the thermostat, and cylinder head gasket replaced at another shop which did not fix the vehicle. Paul recommended to the customer that it would be best to diagnose the vehicle before just replacing another component that might not fix the concern. ****** was very upset with that response and started using vulgar language toward the Advisor. The service advisor stated, "if you are going to swear at me you need to find another repair facility to have these repairs done". ****** stated to the advisor" Just replace the Water pump" and proceeded to leave after. The technician pulled the vehicle in to replace the water pump as the customer requested. The service advisor informed the technician about ******'s concern and the technician informed Paul that replacing water pump would not fix the vehicle for the engine overheating. I (service manager) called ****** to inform him about what the technician stated to the advisor. I stated" I would not recommend replacing the water pump because it will not fix the vehicle and I would not feel right about you spending money on a repair that will not correct it." During the phone call I recommended diagnosing the concern before proceeding with any repair. ****** did approve the Diagnostic charge of $134.60 during our phone conversation. The technician proceeded to diagnose the vehicle. Upon performing the combustion test the technician found there was exhaust fumes going through the radiator which indicates a possible bad cylinder head gasket or cracked cylinder head. I proceeded to call ****** and informed him of the news and recommend to call the repair shop that replaced the cylinder head gasket and ask if they sent the cylinder head to a machine shop to check for leaks and resurface the cylinder head before they installed the cylinder head. ****** responded saying he would call the repair shop that performed the repair to hopefully get this rectified. We saved ****** $485.40 by not replacing a component that would not fix the vehicle. If we would have replaced the water pump the vehicle would still be overheating and not repaired correctly. Joseph C******** Honda service manager Consumer Response /* (2000, 10, 2021/09/23) */ (The consumer indicated he/she ACCEPTED the response from the business.)

*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. ↩