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:03/12/2025

  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.

  I bought my nissan altima at nissan dealership on sahara . At that time I purchased extended service oil changes and auch. I was assured I could take my car to any nissan dealership and they would honor my service agreement. When my car required an oil change I phoned the plant nissan dealership on centennial to ask verify I could bring my car in for a oil change as I had purchased from the dealership o. Sahara and I was assured I could. When I went to have oil changed today I was handed a bill for almost $100. When I asked why they said the oil change was only good at the dealership I had purchased the service from. The service refused to listen or hear my complaint. Very reduce and dismissive towards my concerns.

  Business Response

  Date: 03/12/2025

   The oil change package the customer purchased was only redeemable at the location he purchased it, this was explained when the vehicle was dropped off and an estimate for $89.90 was signed.

  The customer insisted the Sahara ********************** dealer told him he could use it at any Nissan store.  *********** Advisor then contacted the Sahara store to verify, and they confirmed that it can only be used at their store.

• Initial Complaint

  Date:01/29/2025

  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.

  Despite selling me an extended warranty, this dealership repeatedly failed to honor it and never properly resolved the issues with my vehicle.This ordeal began in April of last year when I reported a rattling noise under my cars hood. The service advisor attributed the issue to a broken part and assured me the repair would be covered under my extended warranty. After five hours of repairs, I was handed my car and charged my warrantys deductible. However, by November, the same noise reemerged in the same location, clearly indicating that the initial repair had been improperly executed.After three visits for the same issue, I escalated the matter to the dealerships service director, ****. Initially, **** appeared eager to rectify the situation, offering to revisit the repair and providing a complimentary rental vehicle. (This offer was contingent upon me verifying through AutoNation that the original broken part was still broken.) Despite **** acknowledging his shops error during that conversation, PN is now deliberately delaying my deductible refund by mailing me a check in 2025. Regarding the rental, the cars interior was unclean, with floor mats still in packaging and manufacturers stickers intact.When I visited the dealership to voice my concerns directly, Mikes demeanor was unprofessional. He chose to display irritable, erratic, and condescending tactics, further escalating an already tense situation. To make matters worse, the dealerships Wi-Fi mysteriously slowed during my visit, and they refused to print all my previous service ********** is evident that Planet Nissan's service department prioritizes deflecting accountability and creating unnecessary complications over delivering competent customer service. Their conduct has devolved into outright hostility, leaving me no choice but to sever all business ties with this predatory establishment. I would like to point out that I have a physical invoice I can provide a copy of if requested.

  Business Response

  Date: 02/03/2025

  We regret to hear that the customer is unhappy.  A check has been sent to the customer in the amount of $100.

  Customer Answer

  Date: 02/08/2025

   
  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.
  
  Sincerely,
  
  ***** *******

  Customer Answer

  Date: 02/22/2025

  Hello *****, 

  I still have not received my refund check from the business and would like a status update when you get a chance. 

   

  Thank you, 

  Elide 

  Business Response

  Date: 02/24/2025

  Because the original form of payment was credit card, the $100 was refunded to the customer's credit card on 1/30/25.

  Customer Answer

  Date: 02/24/2025

   
  Better Business Bureau:

  Thank you for providing me with clarity on the matter being that I was told I would be mailed a check. 

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***** *******

• Initial Complaint

  Date:09/10/2024

  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 bought a brand new car at Planet Nissan in ****************. I found some cosmetic damages which they tried to fix but the scratch on the dashboard had become worse when they repaired and end up replacing. When they replaced the dashboard I got an email that it's ready for pick up. I went to pick up the car and found out that the dashboard was not replaced and the issue is still present. I had to come back here 5 times to have all the cosmetic defects repaired and the drive is ***** minutes away. The mechanic removed the old dashboard and instead of putting the new one he put the old one back. This is very unacceptable.

  Business Response

  Date: 09/13/2024

  Unfortunately, it did take quite a few trips to get the customer's dash blemish rectified.  It required the dash to be replaced to be up to standards and that has been completed.  We were happy to compensate the customer for the time wasted on his behalf.  The customer picked up the vehicle and is happy. 

• Initial Complaint

  Date:09/09/2024

  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 bought an electric Nissan Leaf SV plus at planet Nissan on 2022 for $39,024. On November 2023, while still under warranty, the battery failed. I took it to planet Nissan for service and it stayed there for 28 days. On August 14 the same problem with the battery occurred, left it at planet Nissan for service again and its been there since with no update on the vehicle. On August 14 they said it could take longer over 8 months to fix. I tried trading in the leaf at planet Nissan but they wont accept because the car still owes $27,094 and its worth about $13,000. I bought from Planet Nissan because I thought they would sell me a reliable car but thats far from the case. Not even 2 years and the car starts to have issues covered under warranty. It is a lemon car and Planet Nissan hasnt been helpful at all in solving this issue. Im a rideshare driver and I rely on this vehicle for income. Now Im stuck paying high monthly payments for a worthless car that continually has battery issues that take months to fix.

  Business Response

  Date: 09/13/2024

  Planet Nissan reached out to the customer and advised the repair that is required is the replacement of the *** which is not related to the battery cell that was replaced in October of 2023.  This is not covered under warranty as her powertrain warranty has expired due to the mileage on the vehicle.  The customer was also advised to call ********************** directly to see if they are able to assist.

• Initial Complaint

  Date:01/02/2024

  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.

  The overall customer service is lacking at this dealership. Even issues brought to the general manager are brushed off with no attempt at correcting the behavior of their staff or providing a means of consolations to the consumer. Service staff are rude, mean, condescending and lack accountability. I would not recommend this company because they do not appreciate your money or your patronage.

  Business Response

  Date: 01/11/2024

  Planet Nissan contacted the customer, the employees she spoke to are no longer employed at Planet Nissan.  Sincere apologies were given to the customer, and she will be returning to ******************** for further service.  

  The customer is satisfied.

• Initial Complaint

  Date:08/18/2023

  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 purchased a used 2020 Nissan Titan from a different dealership(*********************), this vehicle never had any check engine lights come on and around 6/12/2023 it turned off at a red light. It was towed over to *** and Manager **** stated it was under an anti-theft lock mode and the key fob needed to be reprogrammed. It was towed over to Planet Nissan around 6/24/23 and we were told it needed a new engine and to contract the extended warranty company because it had sludge in the engine. This vehicle still is covered under manufacure warranty so I was confused so I contacted *** and they were also confused so it was towed back to *** 6/26/23. They contacted the extended warranty company ****** and were advised they needed the engine to be taken apart for pictures. Pictures were sent to ****** and I was advised by *** they did not see sludge. After a month they stated it was still under manufacture warranty and they couldn't do anything about it and Nissan needs to fix it. *********** manager **** called Service tech **** at Planet Nissan asking why this was not fixed, **** stated the engine had sludge but **** advised he did not see any sludge and is not sure what he is talking about. I tried to contact the service manager **** via email and I left him a voicemail no response was ever received. I called to see if I can get the general managers information and operator stated she did not have the information but can give him my information. No response was ever received. I have placed a complaint with Nissan Consumer affairs but they basically say we just need to wait, a replacement or repurchase was denied. Yet this vehicle is now at AutoNation Nissan and I was advised it is not the engine, it was the fuel pump, this was replaced today and it still does not turn on, now a computer was ordered. We have not had a vehicle since 6/14/23 and are still expected to pay the monthly payments and nobody seems to have any answers of what is wrong with the vehicle.

  Business Response

  Date: 08/22/2023

  On June 21, 2023 the vehicle was brought to Planet Nissan due to the vehicle not starting.  After inspecting the vehicle it was determined that the condition of the oil was very thick and was sludged.  Planet Nissan called the customer to advise of the findings and the Titan was picked up and brought back to the *** *********************************** a few weeks the Service Manager of *** called Planet Nissan and asked why the truck was not fixed under warranty. It was explained to him that there was sludge in the engine is not going to be covered under warranty.  *********** Manager then stated the Titan would be brought back to Planet Nissan. This vehicle has not been brought back to Planet Nissan.

  Customer Answer

  Date: 08/23/2023

  Service manager from *** did call Planet Nissan asking about the truck not being fixed under warranty. This was because *** was advised by extended warranty to take pictures. After pictures were sent to extended warranty company they did not see any sludge and *** did not see this either. *** was advised this was under factory warranty and Nissan needs to fix it. This truck is currently at Auto Nation Nissan since 7/28/23 due to not trusting the diagnosis at Planet Nissan. Auto Nation also does not see any sludge and advised they do not see anything wrong with the engine. Nobody ever returned my calls or responded to my email at Planet Nissan as well as Nissan Consumer Affairs tried to contact service manager and general manager at Planet Nissan they also never received a response. Auto Nation Nissan has ordered a computer for the truck but they are not sure what Planet Nissan is talking about in regards to the engine. Per extended warranty company they stated Planet Nissan probably had a lot of vehicles on the lot and didnt want to take in another vehicle to fix. So they just said it was the engine and to contact extended warranty company in order to buy time before having to fix it.  After 3 separate companies stating no sludge found and they do not know what Planet Nissan is talking about is  just frustrating to hear this. Especially since I only have received a response after putting a complaint. 

  Customer Answer

  Date: 08/23/2023

   
  Complaint: 20487518
  
  I am rejecting this response because:Service manager from *** did call Planet Nissan asking about the truck not being fixed under warranty. This was because *** was advised by extended warranty to take pictures. After pictures were sent to extended warranty company they did not see any sludge and *** did not see this either. *** was advised this was under factory warranty and Nissan needs to fix it. This truck is currently at Auto Nation Nissan since 7/28/23 due to not trusting the diagnosis at Planet Nissan. Auto Nation also does not see any sludge and advised they do not see anything wrong with the engine. Nobody ever returned my calls or responded to my email at Planet Nissan as well as Nissan Consumer Affairs tried to contact service manager and general manager at Planet Nissan they also never received a response. Auto Nation Nissan has ordered a computer for the truck but they are not sure what Planet Nissan is talking about in regards to the engine. Per extended warranty company they stated Planet Nissan probably had a lot of vehicles on the lot and didnt want to take in another vehicle to fix. So they just said it was the engine and to contact extended warranty company in order to buy time before having to fix it.  After 3 separate companies stating no sludge found and they do not know what Planet Nissan is talking about is  just frustrating to hear this. Especially since I only have received a response after putting a complaint. 
  
  Sincerely,
  
  ***********************************

  Business Response

  Date: 08/24/2023

  When the oil was drained from the engine it was very thick, not at all what the oil's consistency should have been if it were fresh oil.  Planet Nissan did not sell this vehicle and the customer, nor the KIA ********** has any obligation to bring the Titan to Planet Nissan, it is already at a different Nissan ********** as stated by the customer, there should be no reason they cannot handle any repair to the vehicle either inside or outside of the warranty as they see fit. 

  Business Response

  Date: 08/24/2023

  I have a video of the oil being drained from the unit, but it is not allowing me to attach it to my response. I would only be able to email it.   I am very confused as to why there is a complaint against Planet Nissan.  We did no repairs to this vehicle and did not sell this vehicle.