Complaints

• Initial Complaint

  08/22/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  On August 19th I saw a truck for sale on ********** for $32,272. I contacted the dealership to get more information about the truck. An online sales representative contacted me and confirmed the price at $32,272.. on August 20 I went to the dealership to test drive the truck. I confirm the price with the salesman at $32,272. I asked if I could come back with my family and he said yeah you can take the vehicle for a while The next day to see how they like it. I came back on August 21 and took the vehicle for four hours and had my family in it. I return the vehicle at 4 PM on August 21 and made them an offer of $31,000, out the door with tax and title. I reached out to the salesman later on and he said that he made a mistake on the price because he didn’t take him into consideration that there was a lift kit on the truck. he then raise the price to $36,201. This brought the truck cost up almost $4000, which is price jacking. I complained about this to him and he said that I couldn’t afford the original sticker price anyways. I told him I could, but I was just interested in a reasonable price negotiation. He told me that I was not going to get the truck for $31,000 and did not commence to negotiating price. I have since filed a complaint with the FTC and now the Better Business Bureau. I will contact my Ohio attorney general after this.

  Business response

  08/23/2024

  Defiantly apologize for how the salesperson handled this situation. He was incorrect about the explanation of the price increase. We use live market pricing strategy on our used cars so price changes every day. The price online was the original day one pricing since then we have reconditioned the unit with additional cost for Detail,service inspection,touch up and small dent removal,pulse and GPS unit. We would be willing to sell ** ****** the unit for the $32,272 plus tax title and lic. Total would be $34,929.85 out the door. Please let us know how customer would like to proceed. 

• Initial Complaint

  10/17/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  I bought my 2019 Nissan Sentra new and after about 10,000 miles there was a rotating like out of round gear sound coming from under the hood. I brought it to the attention of a couple of Nissan Dealers, but they all concentrated on the front end and they did replace some basic low cost parts to no avail. They admit that they hear the noise but cannot pin-point it and in the end they deny that it is a problem. I believe it is in the Transmission - Transaxle but they do not want to admit that because they would rather let my warranty expire [60K-Miles or 5-Years]. I am 80-years of age and have installed clutch system as well as manual transmission parts and know what I am talking about and they don't See the attached correspondence that I sent to the Jeff Wyler Kings Nissan Dealership as they did request that I comment as to whether or not I like their service and the answer is NO! See the attached document that I briefly cover my discontent with their lack of knowledge an lack of ethical customer treatment.

  Business response

  10/17/2023

  Due to Mr. ******** behavior and antics during his visits,emails and phone calls the Jeff Wyler Automotive Family will not be able to extend any future service at our locations.  Mr. ****** is more than welcome to have his car re-evaluated at another authorized Nissan location besides the Jeff Wyler Nissan dealerships. We do apologize that we are unable to meet or exceed Mr. ******** expectations but this is the best resolution for both parties. 

  Business response

  10/24/2023

  We stand buy our original responce. We apologize we are unable to come to a resolution.  We recommend that Mr. ****** should get his car reevaluated at another authorized Nissan service department. 

  Customer response

  10/25/2023

  Their response is not satisfactory. There is no need to go back and forth unless you want to arrange an in person meeting between ***** [& his staff] & myself to get more clarification on my complaint and their comments.
  

  My response is that we will not get anywhere with this business. The service manager could be held for libel for his comments on my character. If his statement was pursued in a court of law he would be hard pressed to get anyone at the dealership that I have dealt with to make such statements. Let my negative post about Nissan and this particular dealership stand if the BBB really wants to warn the public about their business tactics. Obviously they are going to decline my offer to meet as I am sure that they do not have the backbone to face me in a meeting with a representative of the BBB. If not post my complaint and if they think they want to take this further, I will gladly obliged them. Continually going back and forth is only taking all of our time without resolve.
  
  *** ******

• Initial Complaint

  10/13/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I picked my car up from Jeff Wyler Kings Nissan after having it in for a service appointment and I found my car to be covered in dog hair, pet odor, smoke odor, and 75 miles had been put on my vehicle. My gas tank was also empty. I immediately asked for a manager and had to wait 40 minutes for the manager to get off lunch. I had learned that a mechanic had driven my car home during non working hours on several occasions. I was placed in an uncomfortable situation with the mechanic and he confirmed he drove my car home and stated “I had a box in the back seat that I had to take to a friend's house.” After discussing this matter with the manager, I was placed back in a loaner vehicle and my car was going to be professionally detailed the next day. Through additional conversations via email, I was promised to have a full tank of gas, a refund for $438, a credit for $438 for repair work at my preferred service shop (*********), and an additional $100 credit for the 75 miles put on my car. The following day, I called ********* to confirm this credit could be used at this repair shop and they denied my credit. At this time, I escalated the situation and called Nissan's corporate office and spoke with Gary S****, general manager. Throughout our conversations, he treated us so unprofessionally and was arguing with us over the phone. His inability to listen, inability to provide any customer service or solutions, and inability to talk professionally all were evident on this phone call. At the end of the initial conversation, Gary revoked the credits for $438 and the $100 for the mileage as promised in the emails from the manager. I picked my car up a few days later and it was not properly detailed, as animal hair was still on my seats and all my personal belongings in my center console were missing. My car then had to get detailed a second time and SOME of my belongings were found and shipped to me. This entire situation with Jeff Wyler Kings Nissan has been unsettling

  Business response

  10/13/2023

  We have apologize multiple times for this inconvenience to the customer and have done all we could situationaly offer and could not come to an agreement. We will definitely use this situation as a learning tool to continue to effectively train our employees. This situation was also handled internally.

• Initial Complaint

  08/25/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Jeff Wyler sold me this vehicle less than a year ago. April 2023 they replaced the left ball joint/axle. Have been having trouble with my vehicle and drove it to **** *********** in *********** (cause I thought it was a tire issue). Tire *********** said it was drivers side axle leaking. I called Jeff Wyler cause it’s under warranty. They said yup under warranty and had it towed to them. Alex from Jeff Wyler called me and said tire *********** trying to pull the wool over my eyes cause nothing was wrong with my car. I told him he was wrong cause there is something wrong. I again said what it was doing. Alex from Jeff Wyler said they will take it for a drive and see if they could tell. He called me back and said “it’s the right axle and not the left side. He said axle will be 7 something and brakes 6 something. That was Tuesday afternoon and he had to order a part. I get there Wednesday morning cause I wanted to get another estimate because of the discrepancy and he said “it’s almost $2200 and I’m not getting my car back until I pay it. That’s not right. And threw me out of dealership

  Business response

  08/28/2023

  Spoke with customer and came to a resolution.  Customer will be picking up here car 8/29 after 8 o'clock. 

  Customer response

  09/01/2023

  Consumer has confirmed resolution.

  Customer response

  10/02/2023

  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, reasons for rejection are included below.
  
  Regards,
  
  ****** ********

  Problem:
  I filed a complaint a few weeks ago with Jeff Wyler’s King Nissan AutoMall and the financial aspect of my complaint was resolved with your help. BUT Ever since I got my car back it drives and the frame feels like an “S” in motion. My car doesn’t feel safe at all. I’m scared to death drive it. The brakes that they fixed are squeaking so bad it’s embarrassing. My nerves are shot. I can’t drive this car without praying for my safety before and thanking God for my safe arrival, after I get to my destination They sold me an UNSAFE VEHICLE. You can’t tell me that they did the inspections as they claim; and couldn’t find 2 massive problems with the frame? After I specifically asked them to check the right side. It snapped 10 weeks later. It had to have shown some kind of stress it was gonna go. They both just don’t snap without showing signs. 10 weeks apart and now the entire time my car is driving, it feels like the frame is moving in an “S” motion. I’ve got 5 more years to pay on this car and I believe Jeff Wyler Kings Nissan AutoMall has continually lied to me regarding the safety of my car. I want them to buy my car back and let me get a new car. This one is not safe
  
  
  Desired Resolution:
  Repair
  

  Business response

  11/22/2023

  **** ******** is more than welcome to bring here car in to our service department to have any concerns evaluated. If there is a problem with any of the repairs that she paid for there would be no charge if they have failed as we warranty our work for 1 yr.  As far as any other issues that are wrong with the vehicle would be the responsibility of **** ********. **** ******** purchased an "AS IS" 11 yr old vehicle.  She was informed that this is an "AS IS" purchase and the Dealer is not responsible for any repairs after the sale. (see attached docs)  We have previously worked with **** ******** to cut our normal pricing for repairs based on the fact she purchased the unit from us.  **** ******** has now had this vehicle for 1yr and 2 months. We will be more than happy to diagnose any problems she is having but will be held to our normal business process and pricing that we charge all of our Jeff Wyler customers. 

• Initial Complaint

  06/13/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I leased a ****** **** ******** ******* from the dealer in March 2023. During the sales process I was promised that as a promotion the dealer will provide me a free fast and slow chargers that are available at dealer's site. Additionally I was promised $250 gift card to be used at other EV charge stations elsewhere. I was able to use the slow EV charger for a couple of months. But since June 2023 I was told by one of the managers that I can't use it anymore. To use the fast charger at the dealer's site, I was told that I have to pay for it. Also, the $250 gift card that was promised has not been received in full yet. I feel that that I was given false information just for them to close the sale; which I think is not a good business practice. I would appreciate if BBB could help me with my complaint with business. Thank you for your cooperation and assistance.

  Business response

  06/13/2023

  Don't know why customer was told there is a $250 gift electric gift card with purchase. Every salesperson knows Nissan's electric car program is $100 ev-go gift card with purchase of a ****.  Customer has mis-understood instructions about our ev chargers. Our Chargers connected to the front of  building will be deactivated at the end of July because we had an updated Charger installed in our parking lot for all electric vehicles owners to use. Customer is more than welcome to use our dealer charger located in the back of the building at any time at no charge as we are not deactivating this one charger. We would be more than happy to give customer an $150 credit towards our new charger that would make up for the $250 the customer assumed he was getting if this helps resolve this issue. We will do this as long as customer understands he cannot touch or unplug dealership cars or customer cars that are charging as this has been a problem in the past with *** *******. I have listed the program for *** ******* to sign up for the ev-go program.  This is not a dealer program it is a Nissan program that the customer has to sign up for. Please let me know if these terms are acceptable so this can be dismissed.

  Nissan Energy Perks by EVgo Program: **** ****** ****
  Summary: $100 EVgo charging credit offer only redeemable by non-fleet customers who (i) purchase or lease a
  new 2023 **** from a participating Nissan dealer, and (ii) have an active customer account with the EVgo network
  within the first year from date of 2023 **** purchase or lease. Must use credit within the first year from date of
  2023 **** purchase or lease. Offer is subject to change or termination at any time without notice. Other terms,
  conditions, and eligibility criteria apply. Visit ********************* for full program details.
  Eligibility: Non-fleet customers who (i) purchase or lease a new 2023 **** from a participating Nissan dealer, and
  (ii) have an active customer account with the EVgo network within the first year from date of 2023 **** purchase
  or lease can benefit from this $100 EVgo charging credit offer.
  Effective Dates: Non-fleet customers must have an active customer account with the EVgo network within the first
  year from date of 2023 **** purchase or lease to activate the EVgo charging credit offer. Must use credit within
  the first year from date of 2023 **** purchase or lease. $100 EVgo charging credit offer is subject to change or
  termination any time without notice.
  Value of Benefit: Eligible customers have the benefit of using up to $100 EVgo charging credit within the first year
  from date of 2023 **** purchase or lease. The EVgo network is owned and managed by EVgo, and is not within
  Nissan’s control. Availability of charging stations not guaranteed.
  Full Description: $100 EVgo charging credit offer only redeemable by non-fleet customers who (i) purchase or
  lease a new 2023 **** from a participating Nissan dealer, and (ii) have an active customer account with the EVgo
  network within the first year from date of 2023 **** purchase or lease. Must use credit within the first year from
  date of 2023 **** purchase or lease. Offer cannot be combined with other offers, is non-transferable, and not
  redeemable for cash. Offer is subject to change or termination at any time without notice. Other terms, conditions,
  and eligibility criteria apply. Visit ********************* for full program details. The EVgo network is owned and
  managed by EVgo, and is not within Nissan’s control. Availability of charging stations not guaranteed.

  Customer response

  06/23/2023

  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, reasons for rejection are included below.
  
  Regards,
  
  ****** *******

  I just received this message and would like to respond online

  Customer response

  06/23/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have accepted this resolution with limited satisfaction for the following reasons:

  1. The dealership stated in its response that I unplugged the charger from vehicles while they were charging is not true.  I only unplugged on 2 occasions because I waited long in line till the vehicles were charged in full as shown on the charge station monitor.  But the owners of the vehicles were not available to move the vehicles for the next person who needs to charge his or her EV.  As the matter fact, I was asked by the dealership staff about it and have explained this.

  2. There was no misunderstanding in the verbal promises.  I was told time and again by different sales staff members.

  3.  I don't understand why I wasn't provided the screen shot sent in the response letter to BBB  from the business regarding the evgo promotion from Nissan.

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

• Initial Complaint

  11/02/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  This Nissan dealership is overcharging me. I went in to get my car fix and was told a diagnostic on my car was 169.00. Then Chris came back to me 30 minutes later saying he will need another hour and I would have to pay 339.00 because I am being charged by the hour for a diagnostic to be performed on my car. I did not think this was correct so I ask for my keys. Once they returned my car to me my deposit sheet that was in my cup holder were on my seat and the coin change was missing from my cup holder.

  Business response

  11/09/2022

  This customer was quoted an initial 1 hour diagnostic charge for an HVAC concern. that is our shop minimum for any form of diagnosis. Upon inspection of the vehicle our technician is requiring several more hours of diagnostic time to try and locate the concern due to it not being present upon the initial workflow chart. This is a very common path that happens when a vehicle has a further issue than just a "plug and play" concern. Audio, HVAC, Trans, and Engine concerns normally require anywhere from 4-6 clock hours on a vehicle. This is considered an "advanced hvac/electrical diag." This would increase the initial diag charge from 169.95 to 339.95 due to the time added into diagnosis. The customer was also given this information by the service manager on the follow up phone call/appt. A thorough explanation was given to the customer after they had left that day and called back in to schedule. There is no form of "overcharging" in this scenario or any scenarios in the service department. We follow warranty flat rate manuals set up by Nissan North America. The technician working on the vehicle did not attempt to remove or take anything from the vehicle. These are master technicians with over 25 years of service to the brand looking at these vehicles. In summary, this is a very common transaction that occurs where more advanced diagnostic is required to gather an estimate, we understand the customers frustration but there is no corrective action needed unless the customer would like to pay the diagnostic fee. Thank you.

• Initial Complaint

  10/04/2022

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  We were promised free oil changes for life on our **** ****** ******. Although the dealer honored the deal today (10/4/2022), the service agent told me that today would be the last time. I still have my original paperwork from 2011 which states free oil changes for life up to 4 times per year.

  Customer response

  10/21/2022

  Customer called BBB 10/21/22 and stated the matter has been resolved, thanked BBB for their help.

• Initial Complaint

  09/27/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  9/15/22 I went to get my FREE oil change at Jeff Wyler Kings Nissan where I was informed that they were not going to honor my FREE OIL CHANGES FOR THE LIFE OF MY OWNERSHIP OF THIS CAR. When I bought the car in 2012 I was guaranteed free oil changes for the life of my ownership of this car. I have received free oil changes for every appointment since 2012 until this last time on 9-15-22 when they breached the contract and said they are no longer going to honor that commitment. Instead, they were going to charge me $60.00 for an oil change. I immediately declined and left.

  Business response

  10/06/2022

  Spoke with Mr. ******* and explained that he had a agreement with a prior company that went out of business in 2014.  Jeff Wyler Nissan has continued giving these oil changes out of courtesy and goodwill. Per our Asset Purchase Agreement with Consolidated Equities LLC the lifetime oil changes was not included in the Assumption of Contracts and Liabilities section.  Mr. ******* was very difficult to talk to with his frustration and did not even want to talk about a resolution unless it involved giving him free oil changes.

  Customer response

  10/06/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ** ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.

  Jeff Wyler Nissan purchased the company that I bought my car from and in doing so, they bought the assets and liabilities of the company which included a guarantee of oil changes for the life of my ownership of my car.  Jeff Wyler is in breach of contract by refusing to no longer honor the guarantee.  Their claim of not having any legal obligation is baseless and discriminates against me because they are doing this because as he said; "you don't buy anything from us, you just get the free oil changes. So we are not going to honor the contract anymore."  I guess they are willing to honor other peoples' contracts if they buy stuff from Jeff wyler nissan but not me.  

  If he said I was unhappy and hard to deal with, then he should think about honoring his word.  He's right about one thing.  I'm mad as a hornet.

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

  Business response

  10/19/2022

  As mentioned in the previous communication the Jeff Wyler Automotive family did NOT elect to participate in the "oil changes for life" in the Assets and liabilities portion of the Asset Purchase Agreement. The Jeff Wyler Automotive Group does not participate in any "lifetime" or "unlimited" programs or contracts. Anything "given" or "no charge" is simply out of courtesy or goodwill.  Jeff Wyler would extend the courtesy of giving Mr. Prewitt a highly discounted price of $39.95 plus tax for the oil change moving forward. If that does not satisfy Mr. ******* we apologize that we are unable to come to a resolution.

• Initial Complaint

  08/22/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I own a **** ****** ****** that I bought new at this dealer , I was promised free lifetime oil changes , now they are saying they will no longer this promise

  Business response

  09/09/2022

  Spoke with *** **** and reinstated his life time oil changes.

  Customer response

  09/10/2022

  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,
  
  **** ****
  

• Initial Complaint

  07/11/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I had an appointment with Nissan Kings Service on 6/14/22 Here is the issues that I did not have before brining the car in for oil change/tires rotation .....and end up doing breaks and etc.. Now, I have the nose/clicking/rattling "sounds" when I turn steering wheel left/right and/or apply any small pressure to the brake pedal or stop on the stop sign and starting to drive again. When I drive .... feels like parts/piston got loose and trying to reattached... The rattling/clicking "noise" feels like vibration of loose components/parts with a high nose when driving the car/besides the clicking.... I am not a mechanic but I did not have any sounds in the car when driving even with bad breaks .......and nothing else wrong with the car - per you... I have an appt next Wednesday to bring the car back ( to see what was done )because we cancelled the trip for this weekend due to all the issues .... I brought the car back and mechanic drove it on his own and with me - heard all the issues. Had to stay an 1.5 hrs when the nissan kings mechanic put all parts out and back/per associates. left with the same issues that I did not have before... Called/emailed Chris B***** and General Manager Gary S****- no reply from ether one via email/calls. Called the main number and asked the operator if the emails correct - she said yes.... asked her to leave a message with both - no reply . Thank you! I have all emails - if I can email for BBB

  Business response

  07/12/2022

  Fixed Operations Manager Dylan has sent an email to follow up with customers complaint.  All emails sent by **** ****** has been flagged by company email spam because she uses an *********** account. Customer was told that noises coming from turning the wheel is the front strut bearing need replaced.  Customer was given a quote and customer turned down the work order. Strut bearings are a normal wear and tear item with an 8 year old vehicle.  Dylan is reaching out himself to try to resolve.

  Customer response

  07/12/2022

  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, reasons for rejection are included below.
  
  Regards,
  
  ***** ******

   

  I brought my car for oil change/tire rotation. Chris/associate asked me to change front/back brakes due to wear/tear and everything else was fine. MY CAR DID NOT HAVE ANY NOISE/SOUNDS OR ANYTHING ELSE PRIOR TO BRING IT TO NISSAN!!!!! EVEN WITH THE " BAD" BRAKES - PER CHRIS" 

  I took care of brakes and start driving - NOISE WHEN TURNING THE STERING WHEEL/BACK AND FRONT  OF THE CAR NONE STOP.

  Car stopped  (2 times) completely after I turn the steering wheel to turn to the street!!!

  Came back and per mechanic ( he heard all the issues when drove w/him) - car was put apparat and mechanic could not fine anything!!!

  Still --- the same issues that I addressed w/ Chris 

  Nissan associates were  playing phone tag with me and not reviewing the issues x 6/14/22. At this point I'm seeking a full refund for this 'job"

  Long story short, I lost my confidence as Nissan owners and I advise anyone who owns one, please go to a trusted mechanics or dealership who won't rely on false diagnosis....

   

  My car was running without any issues prior coming in on 6/14/22

   

  Now, it feels like its falling apart when I drive it and please do not mention the year of the car - 

   

  I will email Mr Jeff Wyler and cc Nissan Corporation !

  This was one of the worst experiences that I've ever had .... since my last visit - 5/6 years ago !!

  Thank you, ***** 

   

   

   

  Customer response

  07/18/2022

  Fw: Work Order # ******
  External
  Inbox
  
  ***** ****** <**********************>
  Attachments
  11:00 AM (11 minutes ago)
  to me
  
  case nu ********/BBB
  
  FYI 
  ********* mechanic drove my car/heard clicking and referred me back to Nissan/Kings to fix it since I did not have any clicking/issues prior coming to Nissan on 6/14/22 for an oil change/tire rotation.
  Thank you, ***** ******
  ###-###-#### 
  From: ******************* <*******************>
  Sent: Saturday, July 16, 2022 10:35 AM
  To: ********************** <**********************>
  Subject: Work Order # ******
   
   
  ********* Complete Auto Care
  AUTO MAINTENANCE AUTO REPAIRS TIRES VIEW ONLINE
  *****, please find the work order you requested attached to this email.
  
  We’ll contact you if there are additional details and/or service recommendations from our technicians. Meanwhile, please call the number or click the link below to chat with a Customer Service Teammate about any questions you have to?day.
  
  Sincerely,
  ****
  
  ******
  ********* Complete Auto Care
  **** ****** ***** **
  CINCINNATI, OH
  Call ###-###-####
  

  
  

  Business response

  07/29/2022

  Jeff Wyler Kings offered a refund for the brake repairs.  

  Waiting for customer's decision.

  
  Thank you.

   

  Customer response

  08/02/2022

  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, reasons for rejection are included below.
  
  Regards,
  
  ***** ******

  The Nissan kings has offered $ 339 instead of the full amount/per Dylan K******/service manager/Wont take it and file a complaint with an attorney and NissanCorp.

  Thank you, *****

  Customer response

  08/03/2022

  The merchant/Kings Nissan/Jeff Wyler will be refunding the full amount.

*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. ↩