Complaints

• Initial Complaint

  06/06/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Approximately on 4/27/24 my vehicle broke down and end result it was the transmission. My vehicle was towed to *********** ************ in West Seneca. They replaced the transmission with one they got from Mike Barney on 5/1/24 I picked it up. I had to rent a vehicle during this time. On 5/4/24 I contacted *********** regarding the transmission and they had to come tow my car again. I had to rent a vehicle again. *********** took my vehicle to Mike Barney because they had to diagnose the issue in order to warranty their transmission. They misdiagnosed and refused to warranty their transmission. *********** purchased another transmission and replaced the first one and that fixed the issue. I called Mike Barney and left a message for the GM and he never returned my call. Had Mike Barney mechanics did their job correctly I would not had to pay for a second rental for more than a day or two instead of what I did have to pay for it and feel that Mike Barney should be covering the cost of the second rental.

  Business response

  06/07/2024

  BBB spoke to the owner of the business and the following was relayed: After receiving the BBB complaint, I did an extensive search of our database.   I searched by customer name, phone number and email.  She is not a customer of ours.  She did not buy her car here and she did not have her car repaired here.  We do not provide loaners to non-customers.  We only provide loaners to customers of ours that have a warranty that states a loaner will be provided.   

  Customer response

  07/02/2024

  I personally may not have been a customer of MBN but my car was. As shown on the bill from *********** they stated MBN refused to warranty the first transmission due to the incompetence of your mechanic insisting it was the ***. However, after a week of *********** going back and forth with MBN *********** purchased another transmission and replaced the first one and my car has not had an issue since. I might add that I called MBN and left a message on the GM vm and he didn't even have the decency to return my call. Had MBN stood by the transmission they sold I would not have incured charges for a second rental for $900 and I should not have to foot that bill because your mechanics are inept at doing their job properly. Or perhaps you're just in the business of ripping people off as I have read the other complaints and that it what it looks like.

  Business response

  07/02/2024

  Please refer back to my original response to this complaint. It was closed out with no ransom being paid to the complainer. We stand by our original response. Thank you, 

• Initial Complaint

  01/23/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I ordered this part for my truck yesterday 1/22/2024 as they had a special free shipping promotion (over $75) going on at all ****** Dealers and this was the best price I could find on this part. They emailed me this morning on 1/23/2024 wanting my VIN # to confirm it would fit my vehicle so i sent them that info. Shortly after I received another email saying the order was cancelled because it was an oversized item unable to ship.This part is aproximetly 6'L x 12" x 12" made of plastic that can't weight more than 5 lbs. and able to ship as I've received much bigger and heavier parts before. I believe that this is false advertising and needs to be adressed. I have attached all of my correspondence with them and a screen shot of the promotion and would appreciate some assitance with this matter.

  Customer response

  01/24/2024

  Mike Barney ****** in NY is where I ordered the part from.

  Business response

  01/25/2024

  Mr. ****** did order a part on 1/22/2024 via a "****** program controlled website for Dealers". This is a "pass-thru" website controlled by ****** ***** ******* and not the direct website to Mike Barney ******.  We DID respond, asking for the VIN # for part accuracy, which Mr. ****** did reply back with the VIN #.  We then confirmed the part number he ordered would fit his vehicle. Upon further review, this part was deemed "over size", measuring 76X16X7.  We emailed Mr. ****** that this part was over sized and the part would not be able to ship per the ****** parts website.  The shipping policy per the ****** website is as follows: "All orders must have a valid Home or Business address. We do not ship to P.O. boxes. Oversize items and heavy weight items, including but not limited to, bumper components, body panels, engines, transmissions, require extra shipping charges; please email us for a quote before ordering.  Please be specific as to what you want to have shipped and have the complete address to which it will be shipped. These items are necessary to give an accurate quote for shipping costs. If the actual charges are more than what was calculated at checkout, you will be charged the additional shipping charges". Mr. ****** may have not paid close attention to this policy but is clearly stated on the "******" website, or may have just skimmed over it by accident?  Respectfully, Steve Mike Barney ******

  Customer response

  01/26/2024

  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. As the attached order summary shows the shipping charges were $108.07 and was credited $100 due to the free shipping promotion that was in affect on that date. They then added the $8.07 differance onto the invoice which I was ok with. I have since received a quote to ship the same part from North Carolina for $57 dollars which is notably much farther than NY to me.   Regards,  ******* ******

• Initial Complaint

  05/19/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  2017 Nissan Rogue bought in 2019 from MBN w/ a 7-year warranty, and thank God it did. The salesman made promises he never kept, such as supplying paint for the chips missing from the front end that MBN refused to fix. I have not gone more than 4 months without a major issue that has required entire replacement of one part or several. The first issue was when I picked up my vehicle on the very first day and got a flat tire driving out of the parking lot. MBN claimed no responsibility and I was on the hook to buy 2 brand new tires on day 1. Shortly after, rain would begin coming INTO the vehicle frm behind the windshield when it was raining. Had to bring the vehicle back again. Then outside window panels started to peel off making the car look like it was in a fire. I was told there was nothing they could do. I ended up finding the exact part needed for $75 and replaced myself. Next rain began entering through my moonroof and all seals needed to be replaced. Then, the radio no longer would work due to a "required" $50 upgrade which was just a USB card they swapped out. (Mind you, these are all from a vehicle with less than 40k miles and 3 years old at this point). After going to the dealership multiple times for each issue, the brakes failed completely and I had to bring the vehicle to a local shop and came away with a $500 bill I paid myself to prevent having to go back to MBN. Since summer of last year (2022), my tailgate will no longer open. I have taken my vehicle in at least 4 times and have called an indeterminate amount of times to schedule a repair after waiting countless hours for them to figure out that the problem was caused by water getting into the bottom of the vehicle and corroding the wiring. I am STILL (5/19/23) waiting to get an appointment for this to be fixed and keep getting passed off to another Service Tech to "call me back." STILL!.Other problems I dont have space to list. Hoping a meteor takes this SUV out so I can never buy a Nissan again.

  Business response

  05/19/2023

  Mr. ******* negotiated a deal with our salesman on 11/9/2019 and agreed to buy the vehicle, leaving a $50 deposit. He then picked up the vehicle, signing all paperwork and forms of payment on 11/16/2019 and left with the vehicle. At some point, I'm not sure if it was the same day or not, he returned to the dealership as he had a leak in one of his tires and a service technician found a nail in the tire, it was plugged, re-inflated to proper pressure and returned to the customer with no issues. As far as him having to buy 2 new tires on day, doesn't sound logical and if did buy new tires on day one, he didn't get them from us, otherwise we would have given them to him for free. On 12/23/2019 he brought the vehicle back as it had defective weather stripping around the sunroof which was causing the water leak behind the windshield, the weather stripping was replaced at no charge to him and the issue was resolved. On 10/07/2020, almost 1 year later he brought the vehicle to the dealership again as there was a leak coming inside the windshield from the passenger side when it was raining. Our technician diagnosed that and confirmed that the passenger side drain plug associated with the sunroof was plugged causing loss of drainage when raining, the technician used the air hose to clear this blockage and the problem was resolved. On the same visit, the customer complained about the "outside panels peeling off making it look like it was in a fire, to which the customer was told (showed) that the that the "B" pillars on the outside of the vehicle (between the glass) are plastic, covered by adhesive trim tape (for appearance), and that is what was peeling off and that this COULD BE FIXED and the cost to do so was approximately $20 each (4 trim pieces = $80) and the customer declined the work. We have not seen this customer or his vehicle since 10/07/2020 so all the other issues he speaks of, we have never been aware of as he must have taken the vehicle elsewhere to have repairs done. As far as this customer calling and not being able to schedule an appointment to bring the vehicle in, that part could be true as we are very short handed as employees are very hard to find.....but we are trying and hopefully we can have that resolved in the near future.With all that said, we would advise Mr. ******* to stop by the dealership to see one of our service advisors personally and if we can't get him in right away, we can certainly schedule a firm appointment within a few days at most, maybe immediately depending on how busy we are.Sincerely,

  Customer response

  05/22/2023

  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 to just stop by and make an appointment, is not feasible or practical. I do not have the luxury of driving 30+ minutes to schedule an appointment when I have been speaking to the Service Department via phone for the past 2 weeks, with them telling me each time that "Scott" would be calling me back shortly. I have also left a message with the Head of their Service Department, Gary.  The information included by Mike Barnye in their reply is full of inconsistencies and story-telling, such as them not seeing my car since 2019, as it has been there 5 times now for the same issue, twice this year (January 12th, March 2nd). The parts department is aware of the issue and has ordered the requisite items to fix the issue.At the end of the day, the past being the past, I just want my vehicle with a 7-year 100k dealership warranty to work as it is designed to. Not having access to reach the back of my vehicle defeats the purpose of even having an SUV. If Mike Barney or any other entity would like copies of any information, I have it readily available. I just want to get this vehicle fixed finally. Respectfully, ****** *******

  Business response

  05/26/2023

  BBB spoke with the business and the following was relayed:

  This customer's car was in Wednesday.  Everything with the recall is good now.  The latch and wiring for the latch will be fixed as soon as the part needed is delivered.  The part has been ordered.  Now, the part is on backorder.  Parts are on backorder all over the country.  So it could be here in 3 days, 2 weeks - I don't know.  I can't give BBB a definite date unfortunately.  But I can guarantee to BBB and to Mr. ******* that I will call Mr. ******* as soon as the part arrives- even if we can't get him in right away I will let him know the day it arrives and we will get him in to do the repair as soon as possible.  

  Customer response

  05/26/2023

  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. The consumer relayed to BBB that as long as they stay in contact with him and let him know when the part arrives, it is resolved. Regards, ****** *******

• Initial Complaint

  02/20/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Service manager was rude and disrespectful, I already submitted a formal complaint with nys consumer affairs division. The service manager Gary was yelling at me in the service bay and then inside was mocking me that "do you understand the word resubmit" do you understand. omg i am so embarrassed. You can see the detailed explanation from NYS but for a service manger that refused to look at a warrantied headlight that they possible could have broke the back of a headlight when they replaced a entire wiper fluid assembly because the motor was bad which i did not get back and that i payed 390.. for which would be covered under warranty. And if you want to bring up the fact that i left 2 voice mails for the general manager to call me back which he didn't. This is my 4th nissian murano platinum I will not purchase a vehicle from this dealership or ever come in for any service. They are not genuine thats the least offensive. I have also contacted Nissian USA and waiting for rep today. They are going to suggest that a bump i received in a parking lot in november which was 2 months after the i brought the car in for the wiper motor not working, and thats when my headligh started to fail due to a hole in the back of the headlight which is directely above the fluid assembly. You should of heard gary yelling at me that his service man would hit the back of the headlight and it would cost me 1700.00 for the new headlight. I asked to to lower his voice and he said hes not yelling at me jhe goes im raising my voice.ust raising his voice. It was totally embarrassing!!!! He refused to even look at the headlight, inspect it or even give me options. At that point i asked for his card and his boss but i did not get a call back after two attempts. They dont care about customer service so the only thing i can do as a consumer is voice my complaint and do business elsewhere. They probably think its just one customer but everyone who cares about being treated fairly should know about this

  Business response

  02/25/2023

    Gary, the service manager is out on vacation, returning Monday the 27th of February.  I will be out of the office beginning Monday February 27th and returning to the office on Tuesday March 7th.  I will not be able to talk with Gary until Tuesday the 7th, possibly Wednesday the 8th, to get a better understanding of what is going on with this complaint. I will address this situation at that time.  Sorry for the delay. Sincerely, 

• Initial Complaint

  02/03/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I had a problem with my ******* ****** ******** 2015 lift gate hatch, so I took it there for repair the problem is the lift went up but never would come down, they so call fixed it however I drove home 35min away from there location to open the gate went up as usual however again wouldn't go down, general manager turned away and wouldn't bother with me asking for more money after having my money and my insurance company money, refused to help in any way, leaving me in the same position I had from the beginning.

  Business response

  02/03/2023

  The complaint in this situation is not being fully disclosed with regard to factual and pertinent information. I see that the desired settlement for this is "no further contact from the business" and we will certainly abide by this. Thank you. 

  Customer response

  02/06/2023

  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.  Regards,  ******* ********

• Initial Complaint

  09/28/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  From the Dates of/between May 25th, 2021 - November 15th, 2021, I had to bring my 2014 ****** ****** (3 times) for repairs that should have been repaired the FIRST time. Instead, I was taken advantage of and extorted financially. Each time the vehicle was in their service center, the vehicle was there for 30 plus days. 30 plus days that I am being charged & paid for a loaner vehicle through them. (Mike Barney Nissan) As well as still paying for the ****** (Car Note and Car Insurance) on top of the loaner vehicle. This all could have been avoided had they replaced the motor as required the first time they had the vehicle for repairs, not on the third time within a 6 MONTH PERIOD. I have sent Notices to them and received no response. Email and **** Certified Mail. I have the Delivery Confirmation notice as proof. Demanding Reimbursement and Compensation. 

  Business response

  10/05/2022

  Ms. ********* is correct with her timeline and 3 visits to the dealership in that timeframe. One visit was on August 27th, 2021 for 2 new rear tires and a NYS Inspection, so that time is irrelevant to any of this, so now we are down to 2 times bringing her vehicle in with issues.  On May 21st, 2021 she brought her vehicle in with "jerking" issues which turned out to be a transmission problem/failure. She requested a rental vehicle knowing that her 3rd party aftermarket warranty company would only pay for a total of $175 towards her rental and she would have to pay the balance for the rental, she approved to the rental agreement.  Between parts shortages and backorders, as well as her failure to pick her vehicle up and return the rental car when notified her vehicle was repaired, which we notified her several times, she was in the rental vehicle for somewhere around 60 days.  She finally brought the rental vehicle back and picked her vehicle up, which by the way, her 3rd party aftermarket warranty company DID pay for that repair, less her $100 deductible.  Just a footnote, this repair order is OVER 14 MONTHS OLD. Ms. *********** second repair issue come on or around, October 21st, 2021 (almost 1 year ago) and it was diagnosed with a bad engine and it needed replacing.  Mike Barney Nissan went over the rental vehicle procedures AGAIN with her and the fact that her 3rd party aftermarket warranty company would only pay a total of $175 toward her rental bill and she would be responsible for the balance, she agreed.  There again, due to supply chain issues and parts shortages, there were delays in procuring all the necessary parts for this rather LARGE job.  AGAIN, when this repair was completed, Mike Barney Nissan called her several times to let her know the repair was completed and to come pick her vehicle up and return the rental vehicle, which she finally did so on or about November 21st, 2021.  She again paid the rental bill and went on her way.  As well, her warranty DID pay for the engine repair less the $100 deductible.  All total, between the 2 repairs, her warranty company paid approximately $10,000 in claims.......which is GREAT!  The only expense Ms. ********* incurred was her two $100 deductibles as well as the applicable rental vehicle charges in which her warranty company would only allow $175 of coverage per repair.  As well, Ms. ********* could have saved herself some money on rental charges had she brought the rental vehicle back and picked up her repaired vehicle in a timely fashion, especially after we notified her several times on both occasions.  In closing, Mike Barney will not offer any type of compensation or reimbursement and as well would request that Ms. ********* seek another repair facility for any of her future automotive repair needs, maybe even taking it back to the original place she bought the vehicle from, which was not us. Thank you. 

  Customer response

  10/07/2022

  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.  Regards,  ******* *********  Hello, Again, I have sent an email as well as **** Certified return receipt to Mr. ****** and received no reply. I was charged twice for the rental vehicle as per Invoice number ******. (2 invoices in the amount of $1,614.15 and the vehicle user agreement in the amount of $1,528.80 I have submitted all 3 documents) for the first time they had the vehicle for repairs. They advised me to come pick the vehicle up on July 2, 2021, and it was not even inspected. The inspection was past due their response was they could not inspect it due to the repair that was just made. Upon bringing the vehicle to them they were aware that the vehicle was having transmission and engine problems.  I was not going to chance driving a vehicle that had an expired inspection sticker, let alone why would a NYS DEALER ALLOW an UNINSPECTED VEHICLE that they just "repaired" drive off the lot NOT INSPECTED. That was the first time. The second time I had to bring the vehicle back was on August 10,2021. I got the vehicle back on August 27, 2021. (Invoice numbers ****** & ******) again I had to pay for the loaner vehicle in which had it been repaired as required the first time they had it (May 2021- July 2021) I would not have to pay for another loaner vehicle. During the Dates in August, they had the vehicle they said they serviced the engine. (Should have been correctly repaired again back in May 2021-July 2021. Then once again the vehicle goes back in (dates of October 14, 2021 - November 15, 2021. (Invoice number ******) Now the engine needs to be replaced. WE ALL KNOW IT NEEDED TO BE REPLACED BACK IN MAY AGAIN THE FIRST TIME THEY HAD THE VEHICLE.  So, for Mr. D***** to say that in August the vehicle was only there for 2 tires clearly shows that there is a problem and bad business. He also states on his reply to my complaint to the BBB that my second repair was October also shows the fraud and bad business on their behalf, because I clearly have INVOICES that state otherwise. That was my 3rd trip to them for the same problems occurring since May of 2021.  Please reach out to me as I was taken advantage of and would like to fax or email all hard copies.  May 2021- July 2021 then back again in August 2021 then back again in October 2021-November 2021 

  Business response

  10/07/2022

  June Transmission repair she paid for the rental vehicle in the amount of $1528.00 R.O.#******.   August repair for leaking vent control valve and loose fuel damper she paid a rental vehicle charge of $525.00 R.O. # ******.  October repair for engine replacement she paid rental vehicle bill of $1680.03 R.O. #****** .3 different repairs....3 different rental bills...  I will not be responding to any further accusations from Ms. ********* regarding this matter.  She is slandering us and making false accusations.  

• Initial Complaint

  08/16/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I came in last Friday August 12 2022 to buy a 2008 ***** *** was told I needed to put a 100 down to hold it while they attempted to get a older card financed so I waited I even came in Saturday August 13th to offer more down payment on it was told there still working on it at no point did anyone advise me the issue is the to old to financed nor did any attempted to let me know what down was needed to get it financed needed 9000.00 instead they assumed i the black girl did not have that kind of cash or couldnt get it so when i called Tuesday August 16 today I am told its sold to someone who gave them a check this car is not made anymore and the chances I run into it again are slim to none I am highly upset this company business practices and thought someone should know how you will be treated for someone with cash

  Business response

  08/24/2022

   The dealership was unable to obtain bank financing for this customer under the terms and conditions of the sale of the vehicle.  Ms. ***** did put a $100 deposit on this vehicle via her credit card in which Mike Barney Nissan refunded that deposit via a "credit" of the $100 deposit to her same credit card on August 17th, 2022. We are sorry we were unable to help Ms. ***** with her vehicle purchase at this time. Sincerely,Mike Barney Nissan

*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. ↩