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:04/21/2025

  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 have been a customer of ********************************************* sales and service for nine years and my recent salesexperience has been a complete disaster. I was asked twice, once by my salesperson and once by the individual working in finance, if I wanted to transfer my plate over to my new lease. I said yes, of course. because it's a personalized plate that I paid extra for. Then 10 days later, I receive a letter in the mail saying that my plate is ready to be picked up at the dealership. Well, I knew this was wrong because Ive transferred plates over many times before from lease to lease and the new registration is just sent in the mail. This is on Saturday so I go to the dealership and explain this is a mistake and I requested to have my plate transferred over and no one there knows what theyre talking about. They were no help at all, besides telling me that this is the responsibility of the title clerk. My salesperson said that they would give the title clerk a call on Monday morning, but that never happened. However, I called and when speaking with the title clerk, they informed me a new plate/registration was ordered because they didnt have my old plate number or registration to go off of. Why couldn't they call me to get that?? Or better yet it should have been provided by the finance department. However, the title clerk says that they can void that new plate/registration, so then I have to go take it to them myself. Now, its been over a week since I took it to them and I have not heard anything back. I called and they hadno updates. I understand that the *** has a process, but that's obviouslynot the issue here. The issue is that I have a vehicle that is registered with a plate/registration that I don't even have anymore to no fault of my own.

  

  Business Response

  Date: 04/22/2025

  Sales manager **** ******** made contact with Mr. ********* and this matter has been resolved. 

• Initial Complaint

  Date:10/16/2024

  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.

  My husband and I visited the *** ********* Nissan dealership in ************** on Oct 9, 2024 in the hopes to trade/purchase a vehicle. I had an appointment set up with ******* for 10:00am. We finally decided on a vehicle, got the trade price. All was good. I used the *********** Navigator app, which gives accurate pricing, taxes, fees, etc, along with my interest rate an monthly payment amount, that was already pre-approved prior to going to the dealership. I mentioned to ******* that me husband had to get to an appointment by 2, and we had to leave by 1pm. The agreed upon amount snd term (60 months) was set, including an interior/exterior extended warranty package ($695.00). $414.00. For whatever reason, the finance guy wasnt attempting to get our paperwork completed prior to my husband having to leave. My husbands name was on the trade vehicle, so I had to bring his drivers license back with me. So, I returned to the dealership with a check, my husbands drivers license, and a credit card (for 1/2 the down payment). I was asked to wait in the waiting area until? (Finance guy) was ready. He pops his head out of his office, addressing me as , hey!, Ill be with you in a minute! He finally comes over with his tablet, saying hes got a great package to offer, it covers paint, windshield, tires, interior,etc. for only an additional $22 per month. I said great, but Im already paying $695 for the interior/paint, so lets knock if the $695 if its included in the $22 per month extra. So, should still be around $436 (give or take because of tax now). He said no, its going to be $460+ and he had my term changed to 72 months. Anyway, more went on, I did purchase based on what I thought was the deal we agreed to. they sent a contract for the extras 3 days later, after I emailed *******, and its not what I agreed to. The interior/leather isnt even in there now. I was told only one key, ** have to purchase another at around $430.00.

  Customer Answer

  Date: 10/17/2024

  [[BBB transcription via email]]

   

  The "finance guy" is referred to as that because he never introduced himself when I 1st started to speak to him, after he got my attention by referring to me as "hey" as he walked out of his office.
  He started by telling me about the great *** he could offer me for only $22.00 extra per month, THAT INCLUDED: 
  windshield repair (he very clearly went over this noting that the windshield would not be repaired, but only cracks and chips would be filled)
  The exterior paint, scratches and chips repaired, not dents.
  Interior fabric/leather: repair/replacement (which is what I was already getting from my contract with *******) I proceeded to tell him that if that were included in the package he was offering, then remove it from my current contract.  This was a $695 addition to my current, so should have been removed from the final cost. He said he didn't realize I had that in my contract already, and that ******* should have never offered this to me.  Based on my numbers, this cost was never removed,  and now I don't have the coverage at all, after seeing my warranty contract that only received 3 days after my purchase.
  Tires/Wheels:  this was great, I was happy about this part.
  
  He said he would throw in maintenance, oil changes,etc...
  
  So, he kept switching numbers around that didn't make sense, after he quoted only $22.00  additional cost.  It was adding at one point over $44 per month.   I told him I wanted to see where he was getting numbers, and could we go to your office and look at what you're talking about.  He kept telling me I had a disconnect to what he was telling me.
  So he pulls out the original agreement with Whtney and he circles 72 months.  (there were multiple interest rate/cost configurations on the sheet, but we (Whitney ***** I) agreed on 60 months, $6,000 down, and $412.00 per month,  this included the interior package Whitney ***** I discussed.  (And my husband was sitting there the whole time ******* ***** I spoke about pricing)
  Finance guy acted confused, even though he was the one who gave her this printout to begin with.
  Anyway, he continued to speak over me while I was explaining my "***l", and continued to tell me I didn't understand him.  I understood him perfectly, he was trying to cover up the costs of what he was selling me, and at one point had my payment over $465.00
  I eventually walked out of his office to get *******, and told her I was leaving, I would not be scammed by this guy.   ******* got ****, the GM.  I told him what happened, he apologized, then went to speak to the ** (finance guy).  He came back 10 minutes later, apologizing to me, and said that ** told him that I had been the one to ask for all of these extra warranties.  This was a complete lie.
  So **** agreed to the warranty pricing, based on the ** $22.00 quote, then gave me an additional $500 towards my trade.   
  So, I went into a different **'s office, Ed.   He didn't go over any warranty items, and I didn't know there were different "combo packages" offered.  So, I now have the lowest package, and it doesn't even include the item that I wanted, the interior package coverage!!!
  
  I have reached out to the ***lership to give me an extra key, they won't, it costs $400.+ , and still no interior fabric coverage.
  
  I also believe the ** delayed completing this ***l until he knew my husband was not going to be there, as a second set of ears to his lies and deceptive sales practice.  Now I had no witness, although ******* did admit she heard him promise a few things while I waited for **** to speak to the **, and she said he didn't make any sense with his numbers.
    So, I don't have the windshield coverage that I was told I would get, or the fabric protection warranty.
  
  No one has ever reached out to attempt to make this right.  
  This is why I'm filing this complaint, they have deceptive sales practices, and sadly I trusted them to make this right before I ever left the ***lership.
  
  Thank you for your time,
  

  
  

  

  Business Response

  Date: 10/21/2024

  Ron Marhofer Nissan Store leader ***** ****** has been in communication with ****.  She is going to change her maintenance package to paint and fabric protection coverage.  We are also going to provide **** an additional vehicle key.  **** stated she was satisfied at this time. 

  Customer Answer

  Date: 10/22/2024

  I am awaiting an email with the updated contract stating the items that will be covered by the dealership, and the contact business that will provide an additional key.   I will complete a "satisfied" statement when this has been completed.

  Customer Answer

  Date: 10/29/2024

  [[BBB transcription via email]]

   

  I just wanted to give you an update.
  I have spoken to ***** from *** ********* 2 times since Monday.
  We discussed the issues I had with the finance guy, and the transaction in general.
  ***** assured me on Monday that my issues would be handled.   I am still waiting on an updated "contract" for the additional warranties that I am supposed to be receiving, along with a contact person for an additional key to be made for me.
  I did let him know that I would NOT sign off as satisfied until I have everything in writing, along with receiving the key.  
  Please update the file to reflect this.  
  The last email I received from BBB was stating that I had 7 days to accept/decline the "resolution that was offered".  I don't want to state either case because this hasn't been completed yet.
  

  
  

  I still have had no contact for the additional key.   I did let ***** know that I was willing to drive to get one from the person who will be making it, but I was given no phone or email address for the person.
  What is the deadline for them to reach this resolution?

  

  Business Response

  Date: 10/30/2024

  **** has received and signed updated contract.  We have approved the replacement key for ****.

  Customer Answer

  Date: 11/02/2024

   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 warranty items were corrected, and I was given an additional key for the vehicle.   Thank you for your assistance with this matter.

• Initial Complaint

  Date:06/29/2024

  Type:Product 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.

  In December 2023 I purchased a 2020 Nissan Frontier PRO-4X from Marhoffers I was offered a insurance policy which I never received information or further explanation on what was covered or where. The loan was approved and I didn't receive any final paperwork. I started calling them in May, messages left and they never returned any of the calls. I then turned to calling the car salesman who gave basically ghosted me. I emailed the service manager without any response. I believe I have paid for an insurance policy that is ONLY good at their dealership, something I would have never agreed to. I live in warren ohio and the dealership is in Cleveland. I wanted something local. I feel they missrepresented the insurance information. The dealership has given me multiple excuses to receive the paperwork, i have sent in all the necessary documents to receive the paperwork. Yet the dealership will not give me a copy of my sales information or return a call. I feel they owe me a full refund of the insurance and my paperwork. This is completely unprofessional. The truck also had a trailer hitch ball on it and it was removed when it was delivered. The dealership answer was unsatisfactory if the dealership didn't want it sold with the truck then it should have been removed before photos and test driving the truck In conclusion they misrepresented their insurance and owe me a full refund for the insurance and a copy of the final paperwork.

  Customer Answer

  Date: 07/01/2024

  In December 2023 I purchased a 2020 Nissan Frontier PRO-4X from Marhoffers I was offered a insurance policy which I never received information or further explanation on what was covered or where. The loan was approved and I didn't receive any final paperwork. I started calling them in May, messages left and they never returned any of the calls. I then turned to calling the car salesman who gave basically ghosted me. I emailed the service manager without any response. I believe I have paid for an insurance policy that is ONLY good at their dealership, something I would have never agreed to. I live in warren ohio and the dealership is in Cleveland. I wanted something local. I feel they missrepresented the insurance information. The dealership has given me multiple excuses to receive the paperwork, i have sent in all the necessary documents to receive the paperwork. Yet the dealership will not give me a copy of my sales information or return a call. I feel they owe me a full refund of the insurance and a copy of my paperwork. 

  

  Business Response

  Date: 07/08/2024

  [[BBB transcription via email]]

   

  On July 1st Ron Marhofer Nissan store sales leader ***** ****** contacted *** **** in regard to the purchase of her 2020 Nissan Frontier.  Mr. ****** answered all of *** **** questions in relation to finance products.  *** **** stated she was satisfied with the answers that were provided.

   

  Yes, we will send copies of the insurance purchased to this customer.

  Customer Answer

  Date: 07/08/2024

  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.

• Initial Complaint

  Date:04/15/2024

  Type:Sales and Advertising 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 is the email I sent to service manager: I am writing to express my deep dissatisfaction with the recent repairs carried out on my 2017 Hyundai Elantra SE at your service center. My vehicle was brought in 04/06/2024, due to oil change, tire rotation, headlight out on drivers and my vehicle would shut off intermittently. I then returned the vehicle within a day because it was sputtering and shutting off with the check engine light, light system and tire indicator still on. I was advised there was a timing chain issue, bulb/casing failure, oil pump and engine problem. Despite the completion of all necessary repairs, I face significate ongoing issues that have severely impacted my ability to use my car safely and reliably. After the repairs were completed, I have had to return my vehicle to your service center twice due to persistent problems. These issues include sputtering while driving, sudden shutdowns, car vibrating, and the recurrence of warning lights such as check engine light , tire pressure indicator, and light system failure. These problems not only compromise the safety of the vehicle but also cause immense inconvenience and stress to me as a long standing customer. Moreover, the urgency of this matter is heightened by my medical condition. I suffer from Polymorphous Light Eruption, a condition that causes severe sunburn rash and welts resulting in significant pain and discomfort when exposed to sunlight. Having a reliable and functional vehicle is not just a convenience but a necessity for my health and well-being.

  

  Business Response

  Date: 04/17/2024

  We have looked into *** ******** ***** concern and have been in contact with her to resolve.  Her current situation does not warrant a refund of repairs.

  Customer Answer

  Date: 04/24/2024

   I am rejecting this response because:
  
  I contacted the service center and assist on charging me for the new headlight I tried to negotiate a fair solution I propose such things as discounted price for the new headlight partial reimbursement for the previous repair work or additional services at no cost the compensate for the inconvenience unfortunately the service center manager was not willing to negotiate. I have multiple issues with my vehicle still and I'm asked to pay for additional repairs especially when the initial problem hasn't been fully resolved. When I went to pick up my vehicle on Friday they hadn't gathered the documentation and giving it to me related to the repairs done at the service center no invoice was given to me no repair order was given to me The only communication was thank you here's your keys You're not going to do the work with the light bulb you know with the new headlight and that was it. My car is still shaking My headlight is still out I had to pay for my tire repair elsewhere and another location and I am currently trying to resolve the issue of the new headlight at another location I don't feel comfortable bringing my car back to Ron Harper's in addition I have a Nick two small nicks by the headlight on the passenger side and a scratch on the I mean driver side I said passenger I meant driver on the driver side door there is two scratches that was not their previous to the repair they are welcome to look and see but they were not there when I left my car they take pictures of the vehicles. pick up and delivery with their service. That's the first thing you see on there website when you go to service. I submitted evidence of that that is not a true statement. On the Carfax they sent me it states that they did the tire repair they did not do the tire repair I paid for that tire repair elsewhere and I still need documentation of the last repairs that were done that my warranty company paid over $444 for again.

  

  Business Response

  Date: 04/29/2024

            The original Repair order and date was ******* on April 6th, 2024.  This repair order has some normal service work, such as an oil and tire rotation.  The other concerns involved a tire light, check engine light and headlight.  The tire light was on from a puncture in the sidewall of one tire.  The customer declined replacement of the tire.  The headlight concern was found to be a bulb.  We replaced the bulb at no charge after I had a conversation with the **** ***** where she stated she was unhappy with us before services started.  The check engine light was for a timing issue which we found the oil pump timing cover needed replaced.  This repair was covered under the customer service contract.  The last line to notice is the rental vehicle.  Customers service contract covered the rental repair once it was approved.  The only charges the customer paid were on this repair order only.  She paid for an oil change, tire rotation and diagnosis charge($364.32).
  The second repair order is ******* dated on 04/11/24.  The service advisor came into work early and provided a rental vehicle at no charge to the customer.   The vehicle came back in for the check engine light and vehicle misfiring.   The customer also stated that that the tire light was on and the bulb was out again.  You can see on line 1 the check engine light was on for cylinder 3-4 misfires.  We called into the service contract and had this covered under her warranty at no charge.  The tire light was the same issue from the previous repair order that the guest declined to have replaced.  The headlight bulb was found to be out, we replaced a low beam connector, low pin/plug.  The charge for the headlight was taken care of by the service department at no charge to the customer for customer satisfaction. 
  The third repair order was on 04/16/24 for the check engine light being on and headlight bulb out.   The service department provided a rental to the customer again at no charge.  The check engine light was on due to a cylinder 2 misfire.  While diagnosis was being performed the tech found live data showing cylinder 1 had a misfire as well.  We called into the service contract to get both coils covered.  We then replaced ignition coils on cylinder 1 and 2.  No codes were present after final scan.  The headlight bulb was found to be out after replacing the bulb and performing a wiring repair at no charge during previous visits.  We recommended replacing the headlight assembly.  The headlight bulbs and assemblies are not factory.    We provided quotes to the customer with two different aftermarket options and one factory option.  The guest stated she wanted to think about it and would get back to use.  We did not hear back from the customer, she came in the next day without any contact, stated she was picking up her vehicle and taking it elsewhere.
  The check engine light repairs were all covered under the customers service contract.  All three repairs were different in nature and none of these repairs were for a repeat concern.  We performed all bulb related issues at no charge. The rental for the first visit was provided by us and paid for by the service contract.  We also provided a rental vehicle at no charge to the customer on the second and third visit.  

• Initial Complaint

  Date:06/12/2023

  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.

  I had to pay A toy fee of 497.00 dollars, I am seeking to have the engine replaced The car is still under warranty. The dealership is also under many lawsuits regarding transmissions, and engine issues please get this handled in a timely manner.

  

  Business Response

  Date: 06/13/2023

  Mr. ***** had his 2022 Nissan Rogue (*** *****************) towed in from a breakdown on **** at mile marker ***, ** miles from Marhofer Nissan on Sunday evening. Mr. ***** arrived at Marhofer Nissan when we opened at 7:30am requesting a rental car because he stated that his vehicle had caught on fire.
  
  We generated the repair order at 8:38am and at that time he was insisting that we provide him a rental car. We advised Mr. ***** that due to his driver’s license restriction from the State of ****, we could not provide him a rental. Mr. ***** was advised to contact a car rental agency to see if they would be able to provide him a rental and they were unable to as well for the same reason.
  
  The initial inspection on the vehicle and discovered that there is a large hole in the engine block. We are in the process of getting the repairs approved by Nissan ***** ******* under the powertrain warranty which expires at 4/21/2027 or 60,000 miles. The vehicle currently has 53,204 miles. Due to the nature of the repairs that are needed, Nissan ***** ******* requires pre-approval from the powertrain call center and requests copies of maintenance records, which Mr. ***** provided to our team via email at 11:18am 6/13/2023 the 4 maintenance records he could obtain. As of 6/13/2023 Nissan has not approved the engine repair. 

  Customer Answer

  Date: 06/14/2023

   I am rejecting this response because: there is no reason why I should have to provide all this information I totally understand but Nissian transmission especially the 3-cylinder turbo engines that are in the Nissian rouges are not built well at all. The simple fact it comes down too is Nissian is trying to save money and not replace the transmission the company can say all they want that they want my best interest but in my opinion this is a complete lie, with this being said this will be my last time buying a Nissian. There should be no reason whether I have to pay or not order a new engine so the process can begin even if I have to pay.

   

  
  

  

  Business Response

  Date: 06/14/2023

  We as a Nissan dealership are held to Nissan ***** ******* Warranty Policies and Procedures for all warranty repair claims. We cannot skip or circumvent Nissan’s diagnostic and required documentation for any warranty claim. Nissan dealers do not have self-authorization on engine and transmission replacements. All Engine claims must wait for Nissan to approve, or decline based on Nissan’s review of all the claim data.
  
  We are working with Nissan to obtain an authorization as quickly as possible. Nissan ***** ******* has a consumer affairs hotline that can be reached at ************ to discuss expediting the claim process if you would like to initiate a case. We at Ron Marhofer Nissan are advocating for you and communicating all information relating to the needed repairs.  

  Customer Answer

  Date: 06/15/2023

  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.

  Customer Answer

  Date: 06/26/2023

  [BBB transcription via duplicate complaint]

   

  Problem:
  Want rental car dealership isnt giving me a rental car and the car is under warranty
  
  
  Desired Resolution:
  Exchange

  

  Business Response

  Date: 06/27/2023

  [BBB transcription via business response to duplicate complaint]

   

  Date Sent: 6/27/2023 5:27:44 PM
  As per the Nissan Rental Car Program Rules we cannot rent any vehicle to a guest with restrictions on their drivers license. ************** could not present a valid drivers license. The guest presents a document of restrictions only allowing driving privileges for work and emergencies. We offer to setup a third party rent with Enterprise but unfortunately Enterprise will not rent a vehicle to a guest with a restricted license.
  
  Below is the specific verbiage from the Nissan Rental Car Program Rules
  8. All NRC users must produce, on each rental, a current valid U.S. State drivers license or international drivers license with provisions to drive in the U.S. (with no apparent alterations or restrictions except corrective lenses).
  

  
  

• Initial Complaint

  Date:09/15/2022

  Type:Billing 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.

  [Complaint taken by phone by staff. The consumer has a complaint about the final bill, the amount of time taken, and explanation for the bill for recent repair work on his vehicle. The business initially said that the charge for diagnostics would be $144. About noon, they called in and gave an estimate of a little over two thousand dollars to put on a new catalytic converter and sensor assembly. The consumer agreed. The business said needed to keep car and gave the consumer a rental car. The business called at 5:30pm to say that the car was ready. The consumer picked up the car the next day. The final bill was $2792.00, which was approximately $300 over the original estimate. The business had told him that they would take off the diagnostic amount of $144.95 from the final bill. However, looking at the final bill, there are two labor charges on it. One is $144.95 and the other is $494.64. That means that the business not only didn't take the amount off the bill, but essentially charged him twice for it, i.e.. the total bill for labor was really $784.54. Also, if the business called at noon and then called him back to say the car was ready at 5:30pm, then the business could not have worked the six to seven hours he was charged to replace the catalytic converter, especially because the technician was taking a lunch break as the consumer left.

  Customer Answer

  Date: 09/16/2022

  [BBB transcription via phone call from the consumer]

  Consumer stated the business actually called and left a voicemail at 3:07pm that the car was completed. The consumer is willing to pay $1,760.00. $1,000.00 for the catalytic converter, $500.00 for the 4 hours of labor and $260.00 for the hardware itemized. 

  

  Business Response

  Date: 09/20/2022

  On September 12th ******* ******* was in for service for a check engine light concern. The guest was provided an initial estimate to diagnose the check engine light concern of $144.95. Our technician verified the check engine light to be on and found it necessary to replace the catalytic converter and associated components to address the check engine light concern. Mr. ******* waited at our facility while we identified the concern with the check engine light. Mr. ******* was provided a complete estimate in person and agreed to the necessary repairs to address his check engine light concern.
  
  Ron Marhofer Auto Family company policy and all communications we do not wave or reduce our diagnose charge during any authorized repairs. When Mr. ******* approved the need repair, he was offered a complementary loaner vehicle for the day while repairs were completed on his vehicle. We wanted to give our guest the ability to continue with his day and not spend it sitting in our waiting room till 5:30pm when repairs were completed.
  
  Mr. ******* was charged diagnostics of $144.95 and $494.64 to replace the catalytic converter with associated components. The total labor amount changed to for diagnostics and repair was $639.59.  
  
  We will be reaching out to Mr. ******* to reaffirm the repairs that were completed on his vehicle and to explain the associated charges for repairing his vehicle during the last visit.

  Customer Answer

  Date: 09/29/2022

  [BBB Transcription via Email]
  
  ******* ******* <********************>
  6:29 AM (1 hour ago)
  to me
  
  
  
  Sent from my iPhone
  
  Begin forwarded message:
  
  From: ******* ******* <********************>
  Date: September 28, 2022 at 8:41:23 PM EDT
  To: ********************
  Subject: Better Business Bureau
  
  
  Better Business Bureau
  I reject the Ron Marhoffer response to my complaint.
  
  ID ********
  
  This BBB Complaint is for a full refund of overcharges in amounts $494.64 and a $144.95 totally to 638.59.
  
  On September 12, I ******* ******* did indeed visit the Ron Marhofer Nissan. I arrived due to the fact my car had a check engine light on that was recently lit. When arriving to said auto shop I spoke with a customer service technician, *****, about the check engine light issue, and was told there was a diagnostic flat fee of 144.95 to access the cars computer for the check engine codes to find out what caused the check engine light to come on.
  I was informed at that moment by ***** there would be no diagnostic charge for my vehicle as long as I got the work done at their location today. However, after the diagnosis was completed if I didn’t get my work done there same day, I would be charged the complete fee for diagnostic work that had been done.
  Once the diagnostic was completed, I was given an verbal estimate around $2300, but at no time prior to the work being started was I given, nor signed, a written repair estimate or $2,792.87, which ended up being the final cost for the repairs after Ron Marhoffer Nissan completed the service.
  A repair estimate is an itemized breakdown of needed repairs, parts /labor costs, etc in amount Of $2,793.87 prior to the repair being done, which again I never received.
  
  Examine The attached / provided business response of 7/22/22. this is a prior repair estimate/service diagnostic done in July 2022 by another anonymous customer who filed a complaint against Ron Marhoffer Auto Group. while the customer was given a estimate, new repairs were added, so customer declined these services. The dealership then explains it was their fault for not making the findings earlier, and moves forward to refund her diagnostic fee to rectify the problem. Though the dealership states it’s not their policy to waive or reduce / refund diagnostic services, that’s exactly what was done on this previous 7/22/23 anonymous customer business response BBB complaint.
  
  The dealership claims to have offered me a vehicle for use as repairs were done the same day by 5:30pm. This is false as my vehicle was not done same day at 5:30pm.
  My vehicle was not done until the following day at 3:07 pm in which I got a voicemail from *****. The final cost for repair was not given in that voicemail. When picking up my vehicle I noticed the charges were $2,792.87 vs $2300 I was initially told. I was completely shocked And had many questions. First, where did the difference of $492.87 come from and why was I not contacted for approval. Secondly, they charged a diagnostic fee of $144.95 and classified it under labor charges, even though initially I was told this diagnostic flat fee would be removed since I was getting my repairs done there at Ron Marhoffer.
  
  Ron Marhoffer did not remove the $144.95 diagnostic fee from my final bill as I was told and charged significantly more to repair my vehicle than originally estimated.
  
  I am seeking full recovery of $638.59 to prevent my taking further action thru the State of Ohio Attorney General and or Small Claims Court.
  
  
  ******* *******
  
  Sent from my iPhone
  

  

  Business Response

  Date: 10/03/2022

  We have reached out to ******* ******* multiple times to review the charges and come to a fair resolution.  I am asking Mr. ******* to contact me at *** *** **** or ******************.  

  Customer Answer

  Date: 10/06/2022

  [BBB Transcription via Phone]

  Consumer states matter has been resolved. 

  Customer Answer

  Date: 10/06/2022

  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.

• Initial Complaint

  Date:05/24/2022

  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 ordered a Nissan Versa from *** Marhofer in April. The vehicle was supposed to be delivered the last week of April . It did not arrive unti May 6th. The car was damaged in transit and apparently Nissan decided to not sell the car. We had told them that we did not want a wrecked vehicle so we were never notified of Nissan's decision. We were told that they were working with someone at Nissan, however they will not provide me the information for this person. We sent 3 cars that were showing with a manual Nissan Versa to see if they could get a car from one of them. They did not keep us updated on how that was going. The salesman went on vacation for a week and we did not hear from anyone rwgarding what was happening with the car. The majority of the contact was from me contacting them to get answers. They finally advised they were getting a new car made and that it would be available the last week of May or first weeks of June. I contacted them several times about the loan being canceled as I did not want to pay on a loan when we had no car. A week after being told for the 2nd time the loan was canceled, we recieved calls from Nissan finance. My husband then became very upset and left an angry voicemail for the sales person. We then recieved an email that they are now not selling the car to us and want the rental back. I still have no paperwork to show that the loan was canceled. So I have a contract that was not honored, a loan that could still be in place as I haven't received paperwork otherwise and the memorandum title. I have asked Marhofer twice for the contact information of the person from Nissan working on it but they have ignored those emails. I would like to give back the rental but would like my down payment, payments made on the loan and verification that we are not responsible for anything for this vehicle.

  

  Business Response

  Date: 05/26/2022

  The vehicle that the customer finalized paperwork on arrived with significant front-end damage on it that happened during the transport from the Nissan factory to our dealership. Once the vehicle arrived, we informed the guest of the issue and we tried to locate another vehicle for them. Unfortunately,due to the national car shortage there wouldn't be a vehicle available for them for at least *********************************************************************************************************** around 60 days from the order. The guest became unreasonable about the wait time and started sending inappropriate emails and voicemails to our sales consultant. We informed the guest that we no longer thought it was a good idea to complete this transaction due to the customers emails and phone calls. We cancelled the loan with Nissan on May 20th.  On Monday May 23rd the guest was given back their down payment, in addition Nissan motor financed cancelled their auto loan, and refunded the payments made.

  Customer Answer

  Date: 05/26/2022

  While the majority of what you said is correct. There were no irrational emails. There was one voicemail that was left for the salesman that was inappropriate. This voicemail came after I was told once on April 19th and once on May 4th that the loan was canceled. I apoligize that my husband's voicemail was rude. However, this does not change the fact that your company did not update us on what was going on with the vehicle after the original was wrecked. Every amount of correspondence started with me contacting your company. We went for over a week not knowing whether a new vehicle was ordered or not because your management staff couldn't be bothered to contact us while **** was on vacation. I am aware you only make $500 on the versas which was told to my husband and co-signer at the time of purchase but communication still is an important to customer service. Most people would have been very upset with the communication issues and then to be blown off and told the loan was canceled not once but twice in a 3 week span that the