ComplaintsforDestination Nissan

• Initial Complaint

  09/13/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I put down a $100 deposit for a car, but then hard to turn in my lease at a different dealership so I could not go through with the purchase as intended. I have called a few times and left a message regarding my refund which they told me I would be getting. I have yet to receive a refund or a call back.

  Business response

  09/16/2024

  Hello,A check has been cut to ****** ********* *********** in the amount of $100.00. It will be mailed out tomorrow to *** * ***** *** ************ ** *****. Check number ******.Thank you,Maureen K****

• Initial Complaint

  04/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased a car from destination Nissan in Aug of 2023. When i received my car I had to call the dealership many times and made appointments about not having breaks and squeaking of the breaks. Nissan said they couldn't hear the noise so they did not fix it. Next day I went back to the dealership to explain that I keep hearing the noise from the breaks. I went back to Nissan dealership 10 times and its documented about the same issues. I even had to take the tech with me on a drive so they can hear the noise. they said they will fix the problem which would be new breaks because I purchased the car certified preowned. After the last time they said they replaced a few items and I wouldn't have a problem. then next month I'm having the same issues as when i purchased the car. they are refusing to give me new breaks and rotors so they noise will stop. I had to take 2 personal days from my job. I spoke with the manager for service and he really don't care that i have this issues. Then i went to the GM for further assistance. Still having the same issues with my car.

  Business response

  04/30/2024

  
  **** ******** purchased a 2017 Nissan Rogue with 74,829 miles on it from Destination Nissan in July 2023.
  9/26/23 (78,296 miles) We were unable to duplicate squeaking from the brakes but cleaned and lubed calipers anyway at
  dealership expense.
  10/18/23 (80,038 miles) We replaced front pads and rotors due to ongoing discussion of brake noise with our sales staff.
  10/27/23 (80,039 miles) We replaced rear brake pads for same reason.
  3/18/24 (88,860 miles) We were unable to duplicate any brake noise from vehicle.
  4/15/24 Better Business Bureau Complaint filed.
  4/23/24 (90,429 miles) Agreement made to replace front and rear brake pads and rotors to appease customer.
  A courtesy transportation vehicle was given to Mr. ******** on every visit to our facility and concerns were addressed that
  could be duplicated at expense of Destination Nissan including but not limited to brake noise concerns. See attached invoices.

• Initial Complaint

  01/22/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I signed a credit application to a 2021 vehicle that they told me with my original credit would have HIGH approval rate to finance. I had almost 700 on both my credit scores. But while waiting, my credit went down 82 points sending it off to banks. Now I have terrible credit with no approval. What company thinks trying to approve someone; means it's OK to destroy someone's credit and not get approved?! It took a long time for me to build that up, and within 1 day, it was destroyed. I was told that I would have better odds with a newer vehicle, and higher price tag. But after my credit was destroyed; I was told the vehicle that would work, no longer works. That they have no vehicle that would work for me unless I have a lot of money down and a cosigner now. So now I have to go through the credit process again and have my credit go down even farther if I try with more money. That is terrible business. I was told I had high approval chances and now nothing. They weren't willing to match my payoff of $9,988 for my Honda and therfor had negative equity. Only wanted to give me $7,788 for my trade so it made it difficult w banks.

  Business response

  02/08/2024

    As per our phone conversation, **** tried to buy a used car from us on 01/20/24. We submitted her application to ****** ***** ********** ****. for approval, but they turned the application down. They then passed the application through to ********** ****** *******, and ****** as part of their pass through program. These 3 lenders also turned the application down due to the close out on her current loan on her trade-in with ****** ********** ****. She owes almost $11,000 on that vehicle and the book value is only $5500. Her credit scores at the time of application submission were ******* 675, ******** 669, and ********** 648. The inquiries did not make a big difference on her credit scores after the loan submissions. Should you have any other questions please feel free to contact me at ###-###-####. Thank you

• Initial Complaint

  04/19/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  Purchased a Pre-owned Dealer Certified 2017 ****** **** advertised as having Navigation from Destination ****** and took delivery of the vehicle on 6/7/22. Realized pretty quickly that Navigation was not working properly. Read Owner manual and tried to resolve problem on my own. Called and/or texted Dealership General Manager and/or Salesman multiple times on 6/22/22, and was unable to come to resolution. Service dept could not take me in until 7/7/22 and said they would not be responsible for car left on premises if I dropped off early, since I was scheduled to start new job in NYC on 6/29/22. Called ************ ****** and was seen immediately on 6/27/22. They stated that radio unit had a broken part and would need to be replaced. Called Albany again multiple times on 6/27/22. Salesman suggested I commit fraud by calling warranty company to fix. Left messages for general manager and another manager. Left area for new job on 6/28/22. Did not take car to NYC. Called and/or texted salesman/Albany dealership multiple times on 9/20, 9/21, 9/27 to attempt to resolve problem. Called and spoke with ************ Service dept on 9/22/22 and was told they would work with Albany to resolve issue. New Unit ordered and unfortunately did not come in before I needed to Leave for new job in Florida on 10/5/22. New unit came in on 10/7/22. Service Mgr. told me they would hold until I returned to NY. Returned to NY and Made appt. to have radio installed on 4/11/23. Service department called to tell me they could not fix navigation as cable was broken. Called Destination ****** and left messages with Salesman and 2 managers on 4/11/23, 4/12/23, and 4/13/23. No one returned my call. 0n 4/14/23 Called Consumer affairs @ ****** to report dealership. On 4/18/23 Consumer affairs denied my claim. They did not attempt to resolve with Albany.

  Business response

  05/08/2023

  Good afternoon, This customer put a complaint into the Attorney General's office as well.  Attached is the response that was sent to the  A.G. Thank you, Maureen K**** Attached:Vehicle was purchased in June 2022.  In October we were informed ********* ****** diagnosed navigation concern as needing new radio unit.  As a goodwill gesture we agreed to pay for the replacement of the radio.  Now ********** says it needs additiomal repairs 10 months later?  We have already extended goodwill in this matter in October 2022.  Thank you.

  Customer response

  05/10/2023

  Better Business Bureau:  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below. The response of ***** *********** of Destination ****** is a joke. I never dealt with this person, and he was obviously left out of the loop as I reported within 2 weeks of taking delivery, that the Dealer Certified ****** **** that I purchased in June of 2022 did not have working navigation as advertised. The service department did not do it's job as I was promised in certifying this vehicle.  I reported the issue to the salesman Mike ***********, who did NOTHING to facilitate getting the car fixed, especially when the service department was unable to take the car back in to be fixed within a reasonable amount of time, stating they were very busy.  I then took the car to another dealership, who diagnosed a broken piece on radio unit, and reported this to Mike *********** and General Manager Kevin ********. Danny *****, the service advisor @ ************ ****** agreed to help me to facilitate an arrangement with Destination ****** to fix the car, but this took time, and a radio unit was not ordered until an agreement was reached in late September or Early October of 2022.  I left the state for work in Florida on October 5, 2022 and the radio unit had still not arrived. Danny ***** assured me that they would hold the unit until I returned, and I had no reason to believe there would be any issues.  When I returned to ************ ****** for installation on April 11, 2023, I was told that the navigation cable was broken as well. I commented that the problem was misdiagnosed, and Danny ***** told me that "It's kind of hard to diagnose, when you have a broken radio, " and that "There is something very fishy about it." It is not my fault that my work often takes me out of state for months at a time. This is why it was so important for me to have reliable transportation, and why I wanted a dealer certified car with navigation. Both Mike ************ and the advisor that sold me an extended warranty were aware of my situation and assured me that I would be able to take this car to any ****** Dealership for service at any time.  ************* statement, "We have already extended goodwill in this case" is ridiculous as it is not "Goodwill" that I received. I was OWED a car with working navigation and I never received a car with working navigation. The unit and cable were obviously broken when I took delivery of the car, and the amount of time that has passed is irrelevant in this case. Destination ****** has had multiple opportunities to make this situation right, and they have used the tactics of delaying and denying responsibility.  If this dealership, and the ****** Corp. will not take responsibility for the cars they sell, people deserve to know.  Regards,  **** ******

• Initial Complaint

  02/08/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Dealership did work on driver side front door but during work interior driver door panel was cut, scrapped and marred during repair. Car picked up after hours 2/6/2023 and report of issue was made via call and email on 2/7/23 with no responses. Call to Jim M****** was refused on 2/8 and Kim took call.

  Business response

  02/24/2023

  Hello, This has already been resolved with the customer. ***** ********, the GM at Destination ****** has reached out to the customer to set up an appointment to have the interior of the door repaired. Thank you, 

• Initial Complaint

  01/20/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I brought my vehicle to the service station to be looked at due to smoke coming from the engine compartment. I was told the vex hike would be looked at that day. The next day I was told it would be looked at the next day because I was a warranty customer my car was last on the list. 4 days later and finally they looked at my vehicle. I was then contacted by David at Nissan and was told what is now known to be incomplete, inaccurate information about what had to be done. I was presented that the vehicle had overheated and it was indicated that the water pump, thermostat, hoses and coolant service had to be replaced regardless of warranty coverage only covering the water pump. It was stated the thermostats was not covered due to not failing (had the thermostat been a failure they would have covered that as well- but it was reported as a maintenance item.). Nissan Rep David stated via telephone that all information was given to the customer in written form on what had to be done - however when asked how he said via email (I do not have an email address) and via text message (customer phone number is landline it can’t receive texts/documents) so they neglect to supply the information on repairs so that follow up could be asked. Multiple calls were made from the dealership to me regarding whether the check engine light was on- however the dealer had the truck at that point- it wasn’t on when I was in possession of the vehicle. I brought it to the dealer because smoke was coming out from the engine and I had a warranty. Authorization was requested and while it was stated to replace what HAD to be done- it has now been determined that the thermostat and coolant service were simply recommended services not “had to be done” items. The old thermostat could have been placed back in and the coolant could have been topped off. When i questioned why the total was so much with the warranty they told me again everything wasn’t covered.Dealer refuses to admit they did wrong work

  Business response

  01/24/2023

  
  ******* ****** brought in his 2016 **** **** to Destination Nissan with a concern of the check engine light on and running
  badly. We diagnosed the vehicle and found water pump leaking. We recommended replacing water pump, replacing heater
  hose, "due to condition" and also performing coolant service and thermostat replacement due to low coolant condition upon
  arrival.
  We contacted the aftermarket extended warranty Mr. ****** had for his vehicle and they advised up only the water pump
  would be covered by his contract. We advised Mr. ****** of this and advised him again of what our recommendations were.
  Mr. ****** approved the additional repairs that the extended warranty would not cover. After repairs were authorized and
  performed he then said he did not want to pay for any repairs not covered by extended warranty. After some discussion we
  agreed to provide 10% off discount on the work he already approved. Mr. ****** then paid the bill and picked up his truck.
  Wayne S**********
  Service Manager
  Destination Nissan

  Customer response

  02/07/2023

  I am writing in regards to the response that was given by Destination Nissan. They are neglecting to state the facts of how that phone call went. The representative stated that my vehicle required the water pump to be replaced, and he stated that the following items- system coolant flush out, hoses had to be replaced and thermostat were required to be replaced - were also required due to the nature of the water pump failure. When I asked about the warranty coverage I was told that only the water pump would be covered- when I questioned the other items I was told warranties don't cover these other components. I told the representative to do all the required work to get my vehicle running again. I wasn't presented anything that was suggested or recommended- only items that were required. After my phone call- I contacted the warranty service company I was told that they weren't covering the thermostat because it was reported by Nissan that the thermostat didn't fail. Had it of failed they would have covered the part. So if it didn't fail why are we replacing- again this was a required fix for the truck to become operational. The warranty company did state that hoses are incidental and not included and I understand that. They also reported that Destination Nissan was putting in for the system coolant cleanout but that is not covered as it is not required. I then contacted the dealership- unfortunately the representative I originally worked with was not available because I had concerns. The representative I spoke with Mike told me that other then the water pump nothing was required and that I was misinformed if I was told that they had to be done. He spoke with me at length and did some additional calls to try and find out what was going on with regards to the warranty. He unfortunately said his hands were tied and he recommended I call back the next day and speak with the representative that was handling my car and Mr. Slingerland the manager. The following day I reached out first thing in the morning as directed. First the representative said he never said the items were required but then in his next sentence he said he did say that they required them but then he changed again. He couldn't get his story straight- changing it constantly. Then he stated that every phone call is recorded and that he would get the recording to prove what was said. I immediately said yes please do that! I was out on hold and after 10 minutes and beipng hung up on and calling back and waiting another 5 minutes and then he reported oh that day and recording were not available. I then requested to speak with Mr Slingerland and I was told to come into the facility. While it was inclement weather I did go over with 2 additional persons for witnesses to the conversation. We were received quickly however though I gave them permission to speak with one of my witnesses they refused. They again stated they never said it was required only that it was recommended- which is not true. I have witnesses to the phone call and they were 2023-02-03 19:29 EST ***** ********* ******** +*********** PAGE 3/3 there with me but Destination Nissan wouldn't allow them to speak. Essentially, Nissan was completely unwilling to work with me, unwilling to admit their error and unwilling to accept any fault. They were holding my transportation hostage and were unwilling to work with me. They even stated that we could go to small claims court- what?? why would you even go there?! I believe that Nissan should admit fault, educate their staff on the difference between recommend and required and refund me half of the balance they charged me! The parts and service that they completed by starting that they were required - excluding the pump- would have only cost $300-400. Thermostats are easy to replace- part costs less then $50 yet you charged $100's. The hose again under $20. The coolant flush is a matter of draining and refilling so that would only cost another $50. I understand that I had a deductible so that $100 is a valid charge. Nissan is not a business I will ever recommend nor will I be a customer of this dealership again. They don't stand by their word, they force consumers to do repairs that are not required under the guise that they are. As a consumer you have to hope that the individuals you are working with are honest and trustworthy- unfortunately this organization is not. 

  Business response

  02/07/2023

  The response given by Mr. ****** replying to our response of his initial complaint is somewhat accurate. We recommended the additional repairs and he was never told it was required. No repairs are ever required.Mr. ****** came in with a concern of vehicle running badly. We diagnosed vehicle as needing water pump replaced. Due to low coolant we "recommended"additional repairs. He authorized repairs. We performed authorized repairs that the warranty company would not approve as well as the water pump replacement.When it came time to pay the bill, Mr. ****** did come in with 2 additional people and dispute the bill. Stating that he did not want to repairs that were not required. Due to the scene this created in our service department. We agreed to discount his bill significantly. He said fine and paid the bill. He obviously then contacted the Better Business Bureau.Wayne S********** *Service Manager Destination Nissan

• Initial Complaint

  05/06/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Car bought in August 2020. Starting November or December, 2021 intermittent problems with battery completely dead and needing a jump to get car started, happening anywhere from 1 to 3 times a month. Brought Car in to Destination Nissan Service in Jan or Feb of 2021 to have checked and they said they could not find a problem. Was not charged at that time. Issue continued and I bought a portable jumper, and used that to get the car started multiple times. Car was brought in on May 5 for another issue and I asked to have the issue checked again as it had occured again approximately 2 to 3 weeks prior. I was charged a $75 diagnostic fee and was told there was nothing wrong that they could find. The Service Manager was asked about waiving the fee as the problem is not fixed since they can't figure out what is causing it. Was basically told since diagnostics could not find a problem, then they couldn't charge back to Nissan, so we have to live with the problem and pay for something that did not help. If I knew I would be charged for the diagnostics, I would have taken the $75.00 and put it towards a battery which probably would fix the problem, based on a similar experience that happened with my wife's car. The tech did not go over the charges when I signed the paper, and I was not expecting to pay for diagnostics as the car is still under full warranty. I would like a refund of the $75.00 + tax that was paid.

  Business response

  05/10/2022

  Destination Nissan is refunding Mr. ******** diag fee plus sales tax.  Please see attached check that will go out in the mail tomorrow.  Thank you,  Maureen K****

  Customer response

  05/10/2022

  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

  04/19/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  04/1/2022 I when to distination Nissan for a diagnostic work up for my mother 2017 car bought in October of 2020. When we got the car it stated everything was fine with the car. This year the battery died in January. I assumed it was due to weather but my sister’s car whose battery had not been changed for a while still didn’t have an issue starting. I took the car to advance auto to check if battery was bad and they check and said is was good. Two weeks later same think happened. I just jump it and that was that. Then it happened again in March on a nice sunny day. In the mean time I had oil change on car and no mention of bad battery was given me. So I call distinction Nissan again and explain the issue and told them the car had not been driven only 4-5000 miles since purchasing. I was told to come in and they would check. After explaining the situation to them. They said the would check it out. I just wanted an answer. Will they came back with their standards of checking the battery said it failed and I needed a new battery. I didn’t believe then so I when back to advance auto and they recheck the battery and everything was good. Destination Nissan in Albany, ny had no explanation for this. Just that’s what our device says and nothing else. I was so upset. Don’t buy from them or go get anything done

  Business response

  04/20/2022

  A vehicle under the name ****** ******** was brought in for service on April 18, 2022. She had a concern that her battery will die intermittently. We tested her battery with our Nissan Battery Tester. It is the same battery tester we test all of our batteries with. It is the required tool to test batteries for Nissan Warranty purposes. Nissan requires the use of this tester to make sure it is the most accurate test possible to keep them from paying for replacement batteries unnecessarily under warranty. It is extremely accurate. The battery is rated for 470 cold cranking amps and it tested at 316 cold cranking amps at 64 degree's ambient temperature. This caused the battery to fail the test due to "Cold Cranking Amp Reserve Capacity. Please see the attached print out from the Nissan battery tester. The customer declined replacing the battery as our Nissan battery tester and Nissan factory trained technician recommended. 

• Initial Complaint

  04/10/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I recently opted to purchase my leased vehicle from Destination Nissan. (5 months/payments remaining) I noticed that the vehicle purchase agreement overcharged NYS sales tax. I had several conversations with Destination staff, including the sales manager, about the overcharge of tax on the remaining lease payments. The tax on the lease payments were pre-paid when I signed the lease agreement 2.5 years ago. Although the sales manager agreed that I was correct, he claimed he was unable to make the correction. In addition, I am concerned that Destinaton overcharged the Purchase Option fee. In my contract, it was clear that there would be a $300 Purchase Option fee. Destination charged an additional $175 to process the vehicle purchase. I reached out to Nissan Consumer Affairs about my issues. They replied that they would not be able to mediate a resolution between the consumer and the dealership. I appreciate your help. Thank you ******* ***** VIN # *****************

  Business response

  04/26/2022

  Kevin H******* was able to get in touch with ******* today.

  They settled on a refund of $152.80, the attached check will go out in tomorrow's mail.

  Thank you,

  Maureen K****

• Initial Complaint

  03/10/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I received a letter from Nissan on 3/9/22 regarding a safety recall for my vehicle. It states there is a risk of corrosion which could lead to a fire and if I have any vehicle conditions, including driver’s power window inoperative which is what I’m experiencing, that I should stop driving the vehicle immediately and call Nissan Roadside Assistance at no cost to me. I called Nissan Roadside Assistance and spoke to Evelyn who stated I would authorization from the dealer for the tow, I spoke to Ashley and then Chad at Destination who stated I would have to pay out of pocket for the tow. When I read the letter Chad told me, “I don’t know anything about that, you’ll have to talk with Corporate.” He also acknowledged there is a recall on my vehicle but there is currently no repair on the vehicle, “so I’m not sure what we would be able to do for you.” I am currently left with a vehicle I can’t drive due to running the risk of a fire, and I am a mother and a registered nurse and I have no way to pick my children up from school or take them anywhere, and I don’t have any means to get to work which is an hour away. I currently have an appointment for Wednesday March 16 at 9:30am but I was not offered any type of loaner vehicle so I am rather stuck until that time. I was also told by Chad to be prepared to “be here awhile” while the service team inspected my car because there is no fix for the recall and again he’s “not sure if we can do anything for you.”

  Business response

  03/22/2022

  ******* **** called us by phone on a Nissan recall that we were just informed of moments earlier. We were trying to develop a response to a recall that there is no repair determined by Nissan. There will not be a repair available until sometime in spring of 2022. ******* called and spoke with Chad and Ashley prior to us being aware of Nissan's directive. ******* is currently in a rental car at Nissan's expense and we currently have her vehicle awaiting repair recommendations forthcoming from Nissan. 

  Customer response

  03/22/2022

  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, ******* **** 

*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. ↩