ComplaintsforMentor Nissan

• Initial Complaint

  04/11/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Purchased a used car only to find out after I took it to my mechanic that is has a bent control arm, blown valve gasket and was leaking oil. They cleaned the engine so you couldn't see the leak and after going back and complaining they said it was sold as is. I am very disappointed in this company. Make sure if you're buying a car from here to take it to a mechanic beforehand. See attached photo for laundry list of issues from my mechanic.

  

  Business response

  04/13/2023

  First and foremost, we do apologize that this did happen.  The vehicle did pass our safety inspection when we took it in on trade.  We have tried to reach out to *** *****, but he has not returned any of our calls to speak with him in this matter.

  Customer response

  04/13/2023

  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.
  
  [To assist us in bringing this matter to a close, we would like to know your view on the matter.]
  I have contacted them two times with no call back. I have responded to both of their calls with no call back.

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

  

  Business response

  04/13/2023

  *** ***** can reach ***** *********** the Pre-Owned Sales Manager, at *************  He has called and left messages to *** *****, but doesn't have any missed calls nor any messages from *** *****.

  Customer response

  04/13/2023

  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.

   

  I will try to call today, this is not the phone number that was given in the voice messages. 
  
  [To assist us in bringing this matter to a close, we would like to know your view on the matter.]
  
  Regards,
  
  ****** *****
  
  
  
  
   

• Initial Complaint

  11/16/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  i recently sold my 2019 ****** ******** *o this dealership. We agreed upon a price of $26000 with the proceeds of the payoff of the truck coming back to me. When i signed the agreement i knew the payoff for the truck was an estimate due to daily interest and that i should get more back than was listed because the interest was calculated to the end of the month. The payoff amount on the agreement was 21063.67, with 4936.33 coming back to me. This morning the transaction went through to Key Bank, the payoff was actually 21012.37, so i should have received 4987.63. I arrived at the dealership to pick up the check only to find the check was for 4936.33, i explained this was the wrong amount and was met with a huge amount of resistance. They (finance manager and whomever i signed paperwork with) kept referring to the payoff amount on the estimated paperwork, not the actual payoff amount. After explaining simple math to them for the 3rd time the finance manager said there was a "documentation fee" (not listed on my documentation anywhere) for 25 and change, this still would have left more money left over that should have gone to me. The finance manager then started talking down to me, trying to belittle me into submission. He was incredibly rude to me, finally saying "Well, if 20 bucks is that important to you, i'll give you 20 bucks". He returned with 27 dollars, i calculated the amount i should have been given and it came to 51.30, so i in effect paid your dealership to transfer the truck i sold you from my name to yours. I have NEVER been disrespected in this manner by anyone in my life, i have spent over 40 years in customer service, if i had ever treated anyone like this individual treated me i would have been fired. I will be following up with the BBB, ****** Corporate, and the ownership of Mentor ****** about this.

  

  Business response

  11/16/2022

  If *** ****** feels that we were rude, we do apologize for this.  Mentor ****** was trying to go over the paperwork and show him as to how the amount was calculated, but he kept speaking over the employees.  When trying to show the amount that was used, that was given to Mentor ****** by the bank, the customer was interested in it and mumbled something under his breath.  That is when we at Mentor ****** told him if the $20 was so important to him, we would go and get it for him.  He also then made some comments under his breath.  There is a $27.50 transaction fee that Dealertrack calculates when we get the pay-off from the bank.  This is what is charged from Dealertrack for processing everything.  The customer didn't want to listen to us as we tried to explain and show him exactly what was given to us and presented to him.  The customer did say to just give him the check, but we not only gave him the check, we also gave him the $27.50 that was charged in the payoff amount.  We apologize that we can't make him happy.  

  Customer response

  11/16/2022

  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.
  
  [To assist us in bringing this matter to a close, we would like to know your view on the matter.]

  The response was complete BS, this "fee" does not appear on my documentation for the transaction and should have been explained to me. At no time was I "talking over" the individuals in question, they are just trying to cover themselves, I wasn't even asked into the finance persons office, I was treated like people usually are at a dealership, with a sales person as a "buffer" from the main guy. I entered the office as they were bickering about the paperwork and attempted to explain simple math to them. They didn't even refer to the "fee" until after reiterating what was on the agreement to sell my vehicle, in addition, why would I be charged a fee to sell a vehicle to them? I should be charging them a fee if anything, and why not be transparent and fully disclose, instead of masking it in the document. the only mention on the document is "payoff" to Key bank, and "proceeds". This also does not excuse them, the finance officer in particular from being as condescending as he was, it was a little over the top to be truthful. He was incredibly unprofessional and treated me like I was nobody. Complaint filed with ****** corporate. The statement about "if 20 bucks is that important to you" really stuck with me, very disrespectful, I should have replied with "why can't you do business honestly instead of trying to screw me out of 51.30??) I took the high road. 

  Good day,
  
  Regards,
  
  **** *******
  
  
  
  
   

• Initial Complaint

  07/19/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I ordered a part from this nissan dealership for my truck. The part number I ordered was ************ The part they sent me is ************ Two completely different parts. I have tried to contact them and get no response.

  

  Business response

  07/20/2022

  Refund will be sent

  Customer response

  07/20/2022

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

• Initial Complaint

  06/22/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Mentor ****** deceived us a 2 major issues on this car transaction. 1. They added 1500.00 dollars to the MSRP price which was $35425.00 the purchase on contract which I will forward to you is 36925.00. We were never shown or advised of this up charge to purchase price ***** who is owner of car ****** her mother co signer of loan and **** step dad to ***** were never told of this 36925.00 purchase price. We feel betrayed by this method of Mentor ****** doing business this was *****s first new car purchase which she just graduated from college so she got the 500.00 rebate for graduating. However with this $1500.00 up charge to purchase price it steals her college rebate which was offered by ****** Corporate. We had a 2019 **** ******* only 30,000 miles it is a very good condition vehicle white with blacked out version the Altitude version with the ***** **** edition. ***** just spent 700.00 on new tires for this vehicle she never ate smoked drank or even texted in this vehicle. Mentor ****** deceived us again by not appraising the vehicle they ran a CON on us with a bank payout of the leased vehicle. They gave us a value of 18,000.00 and doing are research now this vehicle is easily valued at 23 to 25000.00 dollars. They have very shady unethical practices and do not have the best interest of the consumer. We want reimbursement of funds stolen from us. With the original auto deal we are still owed $1500.00 for trade equity which contract was signed 6/6/22 and they continue to stall and no one has an answer we’re these funds are. Here is some documents that will support are complaint. So we want justice they didn’t appraise are vehicle that was deceptive they added $1500.00 to purchase price without telling us or showing us when we signed it was done on there blue screen computer table very sneaky and shady business practices. You don’t treat people like this you have integrity and are upfront and honest with your customers!!!!!

  

  Business response

  07/07/2022

  -The customer was given a breakdown of the numbers

  -He also had a picture of the window sticker

  -The customer was given the opportunity multiple times to not purchase the vehicle after all of the paperwork was signed

  -The dealership made concessions to the customer and also gave the customer more for their trade

  -After paperwork was all signed, the dealership called the customer and let him know that they were able to get even more for his trade and asked if they wanted to resign or have a check for $1500 sent to them.  The customer said to have the check sent to them as it would help her pay for her credit card bills.  The check was sent out on or about 6/25 and has yet to be cashed by the customer

  -The customer repeatedly said they were happy, yet they continue to keep asking for more and more and more, even after all of the paperwork was signed and even after the customer was told that they didn't have to purchase the vehicle

   

  Customer response

  07/11/2022

  RECEIVED VIA EMAIL BY BBB STAFF MEMBER:

  My response to Mentor Nissan’s rebuttal to my initial complaint, is that they did not address my 2 Major Complaints.
  
  1. They price gouged us on MSRP by $1500.00 dollars
  Original MSRP on window sticker on 2022 ****** ***** SV Premium $35425.00
  We were charged $36925.00
  
  2. We were never given an Appraisal of are 2019 **** *******.
  
       They mentioned I took a picture of MSRP window sticker in vehicle which was $35425.00.
  However they charged us $36925.00 purchase price to the 2022 ****** ***** SV Premium Vehicle which by the way the contract is in the document section of this complaint to prove are findings.
                           They Mentor ****** said we were given a breakdown and said we were shown and told line by line of all numbers this is a complete LIE!!!     ***** owner of car ****** mother of ***** and co-signer of ****** ***** and **** step father of ***** were all present at the signing of contract. And we will all testify that we were not shown line by line of these numbers or told us of this up charge to purchase price!
        We were Lied and deceived of this purchase price, I called several  ****** dealers and they all said they only sell there vehicles at MSRP window sticker price. They said anything above MSRP pricing is price gouging and unethical business practices which *****,****** and **** 100% agree with!
  
  1. Price gouged purchase price Mentor ****** $36925.00
  2.MSRP price.  $35425.00
  Window sticker
  Price difference $1500.00 overcharged never told never shown we would have never agreed to this amount!
  
  2.Appraisal
  We were never given an Appraisal this is are second major complaint. We were cheated out of 4000.00 to 5000.00 dollars of trade in equity.  If we were Happy why are we filing  a BBB complaint against Mentor ****** and filing a complaint with the Ohio Attorney General’s office. Why are we giving negative reviews on Google and Yelp and negative reviews to family friends and co-workers.
  
  Mentor ****** sold us the 2022 ****** ***** SV Premium Vehicle at $1500.00  (36925.00) above the window sticker price which the MSRP was $35425.00 from ****** Corporate.  They price gouged us and from this stole the $500.00 dollar College Rebate ***** a recent College Grad  was to receive. Yes it’s noted on the contract that they credited it to her, however the $1500.00 dollars price gouged purchase price takes that College Rebate away and adds $1000.00 dollars  to the total price of the Vehicle.
  They devalued the trade-in value  they never appraised the vehicle and deceived us with a bank buyout lease greatly below market value.
                They mentioned we didn’t have to buy the Vehicle that’s true but are intentions was to buy a Vehicle at the MSRP price and also getting fair market value for are trade-in of are 2019 **** *******. We didn’t travel to Mentor ****** to get swindled out of appraisal value of are trade-in and pay above MSRP ****** Corporate pricing when other ****** Dealers are not overcharging at MSRP pricing.
  MENTOR ****** you need to be HONEST and TRUTHFUL to your CUSTOMERS!!!
         You took advantage of us how can you tell ***** to give the car back she didn’t have to buy it when it was her first ever new car right out of College. Again showing it too family, friends, co-workers and her excitement of this beautiful ****** ***** SV Premium Vehicle.  Which is Yes Yes Yes she loves this awesome Vehicle that is total quality, style, performance, many options and ****** Quality and Reputations of Automobile Excellance.
  
  No No No we are not Happy at all how Mentor ****** unethically price gouged us and did not appraise are Vehicle with unscrupulous business practices.
  
  1. We want are $1500.00 dollars back from the price gouging purchase price.
  2. We want are 4000.00 to 5000.00 for are **** ******* that was greatly devalued at the misleading no appraisal and cheating practices by Mentor Nissan.
  This will satisfy are complaint
  $5500.00 to $6500.00.

  

  Business response

  07/11/2022

  The customer signed the contract.  They did not have to purchase the vehicle.  You don’t continue to renegotiate after you’ve agreed to a price and have signed the paperwork.  You would think with all of the research that the customer has done, he would know this.  They DID NOT have to purchase the vehicle from Mentor Nissan.  There were other dealers closer to where he lives, yet he drove to Mentor ****** and purchased the vehicle.  The customer needs to stop blaming Mentor ****** and making false accusations about them and he needs to take responsibility and accountability for the purchase of this *****.

• Initial Complaint

  06/20/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Transation Date: 5/17/2022 Amount Paid: $1,031.65 Brought vehicle in for check engine light, stated check engine light must be resolved for state registration. Also stated that if repairs would be cost prohibitive, other options would be explored. Initial diagnostic showed codes *****, *****, and *****. Technician recommended replacement of coolant thermostat. Authorized repair, check engine light came back on next day. Brought vehicle back in on 6/04/2022, code ***** still present. Second diagnostic stated technician found leak at flex pipe, now recommends replacing entire exhaust system along with several other issues not found on initial diagnostic. Repair estimate for this was $5,317.94 The nature of the dispute is that these repairs were not quoted until over a thousand dollars was spent with my problem still not resolved. When I brought my concerns to the attention of the service department I was told that the codes are different so there is nothing they can do. I discussed the issue with another member of the service department on 6/13/2022 and was told they may be able to sleeve the exhaust for under $500, but they would have to get back to me. I called again 6/18/2022 to check in and was told that member of the service department had been on vacation. My vehicle is on its second and final set of temporary tags which are set to expire at the end of this week, which I did make the service department aware of. At this point I am concerned that my problem will not get resolved dealing with ****** ****** directly, hence this complaint. At no point did I request a refund or billing adjustment, only a resolution to my problem in a timely manner. I truly would like to maintain a working relationship with the business as I have never had any issues before this, but their response so far has not been acceptable. Customer #: ***** Attached are all invoices and repair estimates received from the service department.

  

  Business response

  07/06/2022

  Contacted customer. Customer brought in vehicle where we performed the necessary repairs to pass echeck. Once vehicle was repaired we took vehicle to echeck on customer behalf. vehicle passed inspection. Customer left happy. Performed follow up call and everything was to customers satisfaction. 

  Customer response

  07/06/2022

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

*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. ↩