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:03/17/2025

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The purchase price of my 2019 Porsche Cayenne was $43,880.We purchased the gold protection for an additional $3,000. Thus, the total was $46,880. I put $20,000 as a downpayment and set up autopay. I was expecting to pay down the remaining $26,000. I was surprised when I saw that I owed $38,000. According to ********* (the financing bank) the purchase price that Route 23 Nissan listed was $68,000. I was unaware of this and in looking at the folder that I was given - there is no purchase price at all. In fact, the financing forms were not given. One can see on ****** that the car was sold for $43,880. Please help. I feel I have been scammed and this feels like money laundering. In addition, they promised to fix repairs in the car since the car battery charger was missing and they stated they had done "180 degree inspection." They took it to a ******* dealership and did not let me get updates. When they suggested we take it to our local ******* dealership they said they would cover the cost of repairs (the car had a sound that was not benign). The ******* dealership had to get 2 rounds of equipment from ******* and had to take replace the wishbone and suspension. The total repairs are ~$9,000. Thus, I would like to have my car loan be accurate. I would like the billing to be adjusted. I would like Nissan, ****** ******* the sales manager, and the former service **** ***** ****** - who made these promises - to honor their word, give me back money stolen from me and pay me for the repairs that I had to pay for. Emails have not been returned and they disappeared with false promises and took my money deceitfully. Please do not let them do this to anyone else.

  Business Response

  Date: 03/28/2025

  Zaid is working on a acceptable resolution with you including a new charger. He will connect with you on Monday.

   

   

  Customer Answer

  Date: 04/08/2025

  
  Complaint: 23079190
  
  I am rejecting this response because:
  
   We had gotten a call from Zaid, so I had hoped the matter was being resolved. They are reimbursing approximately 75%, which is better than nothing, but still not completely fair. However, after they agreed to pay, they have disappeared again.

  Please help get this matter to a full resolution.

  Thank you so much.

  Best regards,

  Geeta

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

  
  
  Regards,
  
  ***** ******

  Business Response

  Date: 04/08/2025

  Refund as discussed with Zaid is being processed. Should we proceed or is it be rejected? If you choose to proceed release will be sent and check mailed same day.

  Customer Answer

  Date: 04/08/2025

  
  Complaint: 23079190
  
  I am rejecting this response because:
  
  
  Please have them mail the Check in the amount agreed upon. If not - then I will send a follow up email.

  Please no more delay.

  
  Regards,
  
  ***** ******

  Business Response

  Date: 04/17/2025

  This complaint has been resolved 

• Initial Complaint

  Date:02/15/2025

  Type:Order Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Purchase Date: 2/8/2025 ? They financed the purchased car with a different amount from what we agreed to pay. ? Upon signing the form, they purposefully did not explain hidden charges that are not even applicable, and they only told us the first monthly payment. They also told us that we can pay off the balance after 45 days. ? We noticed that they did not provide the copy of the most important signed document, which shows the final loan amount. We immediately contacted them, but they did not provide it until the purchaser even went to talk to the dealer. They even tried not to provide it even at the point. The purchaser insisted that he has the copy, then they finally provide it. They did not want to provide it because this document shows all the hidden fees they did not explain. After checking the hidden fees at home, the items of the hidden fees are different than what the dealer explained during the meeting. They explained they were for a dealer fee and the bank charge for setting up the loan. However, the copy they provided shows “PSA Tire & Wheel fee” and “Dealer Maintenance fee”. This suggests that these fees are not actual fees and they can put whatever and how much ever they feel like putting. In fact, during the purchaser’s visit, the dealer offered to write a check to pay back part of the fees, such as $1000 or $1,300. This indicates that these fees are not real and they just tried to tack on some extra fees on purpose. ? They claim that they charged us what the purchaser agreed to pay with the salesperson, but the signed agreed paper has been discarded and they cannot provide it. ? We went into the finance office, thinking that we were singing for the amount we agreed upon and no mention was made in regard to any additional fees/changes to this amount.

  Business Response

  Date: 02/15/2025

  Did you get the document you needed? if not I will get them for you.

   

  What products specifically do you believe you were charged that should not have been included in your purchase? With this information I can investigate.

   

  You can reach out to me at ***************************.

  Bill B******

  General Manager

   

  Customer Answer

  Date: 02/23/2025

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Regards,
  ****** ********

• Initial Complaint

  Date:10/24/2024

  Type:Order 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.

  On 10/09 2024, I made the purchase of a used 2020 Porsche Panamera 10 Years Edition from Route 23 Nissan. I have two problems with them now. First thing, I bought this vehicle because they told me it is a all wheel drive vehicle. The salesman told me, and I confirmed with him that it is an all wheel drive. In addition,in the carfax, they also listed as all wheel drive. However, I just found out it is a rear wheel drive from the official porsche website when I typed in my vin number. I called them and they still said it is a rear wheel drive. I asked for a return and refund but they refused to do so. Second thing, on 10/09/2024, I signed the contract with out the door price to be around 56000, and we made a deal that 56000 includes all the dealer fees and everything, so if I pay 56000 I will get the car. But later after I was trying to sign all the documents for this vehicle, they told me that there are a lot of other fees that I should pay. Even if we made a deal, and I signed the contract for the 56000 deal, they just said that contract wouldn't work anymore, and threatened me that if I don't agree to pay the extra fees, they won't sell me that vehicle. They dropped my vehicle off(the one I drove to this dealer) after I signed for 56000 deal and before I signed the final documents, and that make me no back up plan to drive back home which is 3 hours of drive. So I was forced to pay from 56000 to 63684 for the vehicle because I felt like my safety is the priority

  Business Response

  Date: 10/25/2024

  Please call or email Joe at the dealership to find a resolution.

  Joseph K****** **************************>
  

   

  Bill B******

  Customer Answer

  Date: 10/29/2024

  
  Complaint: ********
  
  I am rejecting this response because:

  I called the company before, and they refused to return my vehicle, even though they gave me a RWD vehicle but I was told it was an AWD. They said this is not refundable because there is no engine issue, but obviously this is fraud since I bought it because they told me it's AWD!
  
  
  
  Regards,
  ****** ** 

  Business Response

  Date: 10/29/2024

  We absolutely will talk to you about a resolution including swapping out the vehicle.

  Call Joe at dealership or contact me.

  Bill Brunner

  [email protected]

   
  

• Initial Complaint

  Date:10/08/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased my 2020 Certified Pre-Owned Nissan Rogue Sport in June of this year (2024). This car was again inspected on August 15th 2024. I was told that there were no problems with the car and that it was in good working condition. Fastforward to Friday October 4th, my car needed an oil change and I went to the dealership to get the oil change plus a maintenance check. I get told that my brake pads need to be replaced and my rotors need to be as well. I was also told that all my tires needed to be replaced as well. This car was driven for 7000 miles from day of purchase. The dealership then says they cannot fix my problem on that Friday since they were closing soon. I go to a separate mechanic to get them inspected and changed. All four tires needed changing and I was told my brakes were metal on metal, so the pad was just nonexistent at this point. I contacted the dealership multiple times saying they will get back to me, but they never did. I am asking for reimbursement for the pads, tires, and rotors, all of which should've been in good working condition on a CERTIFIED pre-owned vehicle, not an as is vehicle. They sold me a car with brakes that could have been broken at any point due to them not providing the repairs before selling me the car or informing me during these inspections.

  Business Response

  Date: 10/19/2024

  The vehicle passed the certification inspection including the brakes at the time of sale. The vehicle was driven ***** miles after the purchase. We offered to pay half of the brake job and customer declined. 

  We stand by our offer to complete the brake job at half price for the customer.

   

  **** *******

  Customer Answer

  Date: 10/19/2024

  
  Complaint: 22396270
  
  I am rejecting this response because:
  
  The car was sold with bad brakes. They cannot simply go from green to red within 7000 miles. This is not about the service done. This is about the initial sale of the car. Also the fact that no one called me to talk about the situation is laughable. Ive called numerous times. Also calling me about half priced brakes after I told your representatives that I got them fixed shows a clear lack of communication.
  
  Regards,
  
  ******* **********

  Business Response

  Date: 10/21/2024

  *******,

  We made the offer to you while you were here. I don't know what else there is to discuss? Again the car met the *** standards before it was sold to you when it was inspected before the ***** miles.

   

• Initial Complaint

  Date:09/18/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This dealer decided to tell me which yes I should've really questioned it but they lied and told me I had to buy the 3k service for ****** in my used car that I bought and now I'm learning that's an illegal scam.

  Business Response

  Date: 09/29/2024

  I am sorry to hear about your experience. I will investigate on Monday, find a solution and advise via email listed in complaint. Lojack is an installed product that provides insurance discounts and theft protection.

  **** *******

  General Manager

  Customer Answer

  Date: 09/29/2024

  
  Complaint: 22301701
  
  I am rejecting this response because:
  
  Just give me my money back for the ****** that your company told me I needed to purchase and is untrue . 
  
  Regards,
  
  ****** M

  Business Response

  Date: 04/17/2025

  This was resolved 

• Initial Complaint

  Date:09/13/2024

  Type:Customer Service 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.

  Ive been trying to contact the dealership in the last two months that *** purchased this car. I have not gotten back any answers Ive tried reaching out so many times and its always either disconnected, they are not available or they never get back to me no matter how many times I call and leave messages. Ive been trying to get my tire replaced and also my AC fixed and I spoke to the manager which he said that he would fix both and even apologized for not being on top of my situation and then went *** on reaching back to me when I can go the same thing for my sales person he will never reach out to me no matter how many times I call. if needed recorded messages or how many times Ive called the company I can provide. Its been dozens that Ive been trying to call and reach out and even the front desk wont direct me to the person that I need to speak to about this.

  Business Response

  Date: 09/14/2024

  I will investigate today. 
  

  **** *******

  General Manager

• Initial Complaint

  Date:09/07/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I went to the dealership on 9/6/2024 to inquire about purchasing a 2022 Acura MDX. Salesman **** and I discussed a price I was willing to pay out the door. However, we were unable to make an agreement and the sales manager came out to see if we could make a deal which is normal practice. We were still 2k away from a deal. No issues and I left. I called the dealership and ask if we can meet in the middle they agreed and said come back. I told them very clearly the dollar amount I would pay OTD as a payoff amount and they agreed. All paperwork was filed and I called the insurance company to switch my insurance. My old car was totally cleared out. They ran my credit and had the paperwork ready. I went in the finance office and the manager was quickly trying to complete the transaction and I asked him I want to ensure there is no pre payment penalty and the payoff is $15,000 as we discussed. Then he said yes its $15,000 plus a $1,800 bank fee attached that he wont take off. I told him the agreement before you ran my credit, cancelled my insurance and cleared my car was clearly $15,000 out the door payoff amount. He said if you dont want to pay it you can put your plates back on your car and leave. So they left me in the parking lot with no insurance on my old car in the rain. Had zero care about me after they lied to me trying to sneak in a fee. I bought many cars in my life and was never treated like this before. I dont know how many people they added additional fees and never let them know why. Terrible customer service and didnt care about how they treated me. I asked if they can help switching my insurance back on my car and there answer was no Im busy you can call in your car. Terrible service. Something needs to be done about this dealership and hidden fees.

  Business Response

  Date: 09/09/2024

  I am sorry to hear about your experience and that we could not but a deal together. I will talk to the appropriate people about how you were treated so this behavior not persist.

   

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

  General Manager

  Customer Answer

  Date: 09/09/2024

  
  Complaint: 22255485
  
  I am rejecting this response because: I have received multiple text message from a General Manager different than the one in the letter to discuss the issues. I respond with a text and get no response. 
  
  
  
  Regards,
  
  *********************

  Business Response

  Date: 09/09/2024

  I am sorry about the confusion. I am the current GM and various auto responders may still be in error.

  I can be contacted at ************************************

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

  General Manager

   

• Initial Complaint

  Date:08/13/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a 2018 Mustang GT/GT Premium (VIN: *****************) on July 4, 2024, from Route 23 Nissan in ******, **********. Shortly after purchase, the car exhibited severe engine problems, including a loud ticking and knocking noise, metal shavings in the oil pan, and timing issues. A licensed mechanic diagnosed the engine as blown, rendering the car unsafe and unreliable.After investigating the vehicle's history, I discovered that it had been previously designated as a lemon under New Jersey law, with two separate lemon law claims against it. The dealership did not disclose this information at the time of sale, nor did they provide the required 90-day warranty for resold lemon vehicles, as mandated by New Jersey law. This lack of disclosure and warranty is a clear violation of consumer protection laws. I am seeking a full refund or replacement vehicle, compensation for repair costs, and an investigation into the dealership's practices. The dealership's actions have caused me significant financial loss, emotional distress, and safety concerns, and I believe they should be held accountable.

  Business Response

  Date: 08/14/2024

  We are reviewing the issue and will take corrective actions to satisfy the customer's concern. Expectation is to complete review on Friday.

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

  General Manager

  Customer Answer

  Date: 08/15/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Regards,
  
  ***************************

• Initial Complaint

  Date:07/23/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Hi,I bought the used ***** pilot 2021. According to online price it was $27206 When I reached over their Sale's man assisted me and helped me nicely to made a final deal of 32000$.I just requested the *** INURANCE which cost me 950$ extra and I have record for this.I paid them 6000$ down payment.Including all the extra fees which were Dealership fees NJ taxation fees Title and plate fees Documentation fees) which were they wrote down on a paper of their dealership official form as a part of records.I just requested the *** INURANCE which cost me 950$ extra and I have record for this. There were 2 sales managers and 1 finance manager were dealing all of this they had all records but at the end they bluff with me because I had my kids with me so they took advantage and signed the loan more than actual payment after all deductions it should be 32950$-6000$26950$. I requested them please give me my papers but they didn't give me because they made a excuse of incomplete paper work. Finally, when I went over there and got my paper that total loan amount should be 26950$but they over charged me and made it 29884$. Which is they told me add a warranty of bumper to bumper for five years. I asked them please provide me that warranty letter or breakdown of this they refused and just sent me back and told we will call you and give you the warranty letter or breakdown. However, they did never contact me and I sent them many emails, voicemails, but they are not replying about this particular issue of the payment or warranty.So, they should give me dealership warranty for next 5 years bumper to bumper or kindly give me my money back which they overcharged me and took the advantage of my kids so I could not focus during my time of sign.Last but not least, they made promise with me to give 2nd key of ***** pilot but at the end they also refused to do so telling me that by mistake they thought initially they had 2 keys so they also played well over there.

  Business Response

  Date: 08/05/2024

                               Click here to view the original complaint details.                         

  Business Response

  Date: 08/06/2024

  The customer has made an appointment with the dealership to resolve the issue. We can update o the resolution once the visit is completed.

   

  Bill

  ********************************, Esq.

  General Manager

   

  Customer Answer

  Date: 08/09/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Regards,
  
  ***************************

• Initial Complaint

  Date:07/17/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 5/10/24. My wife and I purchased a 2017 Land Rover Sport from Rte. 23 Nissan from a salesman named ****. At the end of the day when we went to leave in the car we discovered a broken windshield. This was concealed under the sales stickers. ****** claimed to have not seen that before. We doubt that because they detailed the car and charges us extra for what they said was maintenance and reconditioning of the used vehicle. They assured us they would come pickup the car, give us a loaner and replace the windshield. Upon our drive home, several other issues raised. Warning light for extremly low oil level. Service Required, and there was very low coolant. They came on 5/16/24 and picked up car and left us a loaner. So they have had our car for over 9 weeks. Theyve since told us the car was not going to be repaired and they are giving us a full refund. We have been waiting for 2 weeks now for them to give us a check and come take back their loaner. This has been the absolute worst dealer we have ever come across in our life. We have bought dozens of cars over the years and this place is not telling the truth, procrastinating and delaying the resolution. The only person we speak to is *****, and he says he has no control over the signing of the check. This should have happened by now and we are at loss as of what to. We just want our $28,115.63 back so we can go buy a car from a reputable car dealer. Hard to believe this is a Nissan dealer pulling this scam. We are not alone I see.

  Business Response

  Date: 07/18/2024

  We cancelled the transaction, the customer received the check yesterday. He filled complaint yesterday when we were on the way to drop off the check. The issue is resolved.

  Customer Answer

  Date: 07/18/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Regards,
  
  ***************************