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:03/17/2025

  Type:Service or Repair Issues
  Status:

  UnresolvedMore 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 am writing to formally file a complaint regarding my recent service visit to Lithia Nissan of Eugene (#**) on March 14, 2025, at 10:35 AM. I brought my vehicle in for an oil change and a tire rotation, and my service advisor informed me that the estimated wait time would be approximately 1 hour and 45 minutes. At 12:10 PM, I was presented with my invoice and was assured that both services had been completed.However, upon driving on the highway, I noticed that the *** of my drivers side rear tire remained unchanged from when I arrived, prompting me to question whether the tires had actually been rotated. Upon further inspection, I observed no fingerprints on the rims and found that the lug nuts appeared ************ verify, I contacted the dealership and spoke with a service advisor, who confirmed that the tires had not, in fact, been rotated. I was informed that there was a miscommunication, and that the technician had independently determined that a tire rotation was unnecessary. However, Nissans official maintenance recommendations state that tires should be rotated every ********** miles, and my vehicle had reached the required interval. As such, this service should not have been omitted without my knowledge or consent.This situation raises several significant concerns:Failure to follow manufacturer-recommended maintenance procedures: Tire rotations should not be arbitrarily skipped when they are due.Lack of thorough service inspections: Tire *** was not checked as part of the service, which is a fundamental aspect of routine maintenance.Misinformation regarding completed services: I was initially informed that the rotation had been performed when it had not.Lack of quality control: Service advisors are not verifying that technicians have completed all services before notifying customers.Charging for unperformed services: I was billed for a service that was not conducted, which is entirely unacceptable.

  Business Response

  Date: 03/19/2025

  When I visited the dealership, the service writer specifically asked if I wanted my tires rotated as part of the oil change service, and I confirmed that I did. Upon completion of the service, I was told that the tire rotation had been performed. However, when I later called for confirmation, I was informed that the rotation was not actually done.
  I understand that the invoice lists the oil change, tire rotation, and courtesy inspection, but the dealership is now stating that because there is only a dollar amount next to the oil change, the other services are not guaranteed. However, this conflicts with the fact that tire rotations can be performed as a standalone service at the dealership. If a tire rotation is separately listed on the invoice, it should indicate that the service was completed.
  Given this discrepancy, I would appreciate clarification on why I was initially told the tire rotation was done when it was not and why the dealership is now claiming that the service was not included despite it being listed on the invoice. Please let me know how this issue can be resolved.

  Customer Answer

  Date: 03/19/2025

   
  Complaint: 23078931
  
  When I visited the dealership, the service writer specifically asked if I wanted my tires rotated as part of the oil change service, and I confirmed that I did. Upon completion of the service, I was told that the tire rotation had been performed. However, when I later called for confirmation, I was informed that the rotation was not actually done.
  I understand that the invoice lists the oil change, tire rotation, and courtesy inspection, but the dealership is now stating that because there is only a dollar amount next to the oil change, the other services are not guaranteed. However, this conflicts with the fact that tire rotations can be performed as a standalone service at the dealership. If a tire rotation is separately listed on the invoice, it should indicate that the service was completed.
  
  Sincerely,
  
  ***** ********

• Initial Complaint

  Date:10/08/2024

  Type:Product 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.

  On August 10th 2024 I contacted lithia Nissan in Eugene to cancel my extended warranty I had on a vehicle as I was going to be trading in. I spoke to a ***** ****** who let me know I would need to sign the cancelation form, I asked him if he would be able to email it to me so I could sign it and then email it back he agreed he then at that time quoted me roughly $1200 in return and it would take up to 6 weeks to get the return. I emailed the signed formed to him the same ****** the middle of September, I called lithia Nissan to check in as I still had not received the return and was told they couldnt help me. A week later I went into the lithia Nissan location to speak to someone. The finance manager who I didnt catch the name of was extremely dismissive and when I asked if he could at least check to see if it had been sent out, he told me if you signed the cancelation form it was sent out told me he couldn't give me any information and walked away. I decided to call again on 10/7/2024. This time I spoke to ******* *****. I told him the story and that I would like answers, he put me on a brief hold and then asked if I had signed the cancelation sheet which I told him yes and who I had sent it too and when, he sounded confused and then asked if I would send him the cancelation form again and proof that my vehicle loan had been paid off which I did via email. I asked him for contact info for the office that handles the cancelations, and he told me it was a private office, and they did not have a number of email. I asked him if my initial request was sent and he never ***lied. I was able to find the email online which I then contacted them. A *** with lithia&Driveway (the ones who handle cancelations) reached out to me 10/8/2024 letting me know that they just received the cancelation request as off 10/8/2024. I know for a fact that if I had not been persistent with my request I would never see my warranty refund. The dealership has been extremely unprofessional

  Business Response

  Date: 10/10/2024

  .Hello, please see below response that was provided to the customer. 
  Alyssa, 
  
  The dealership has confirmed that they were able to get in contact with you for an update. They have also confirmed that you cancellation is being processed with you August 4th date and they have asked for a rush to be put on your refund. 
  
  Should you have any future concerns, feel free to reach out to me directly.
  
  Thank you

• Initial Complaint

  Date:09/24/2024

  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.

  September *****th, 2023, I brought my 2016 Nissan Rogue to Lithia Nissan of Eugene for a transmission fluid check. The mileage was *******. Eight thousand miles later I noticed an intermittent judder and surging every few months. The problem became worse through time, so I brought the vehicle in to be serviced and inspected at Rustom Nissan of ******** on July 2-July 5, 2024. The mileage was *******. No service on the vehicle was performed between the two inspections. Standard non-dealership oil changes do not include transmission fluid inspections due to the proprietary nature of transmission fluid levels built into the design of the vehicle. A Rustom Nissan service technician diagnosed the problem, which is included on the invoice: "P17F0 judder code. I noticed CVT fill cap is missing and allowing dirt to get into CVT assembly. The vehicle will need a new CVT. Parts and labor-$7,280." It is reasonable to assume the fill cap is necessary to maintain proper vehicle performance and quality, and as the technician reported, dirt in the transmission fluid is undesirable and can cause damage.CVT transmissions from this year are defective. A $2.8 million class action lawsuit in 2021 awarded 1.9 million Nissan and Infiniti vehicles with the same transmission $277, 695,000 in warranty extensions and cash reimbursements due to the inherent CVT engineering defect. Less than optimal transmission fluid could certainly compound the problems with an already defective transmission. I contacted the dealership and was referred to the corporate branch. The corporate branch was evasive and referred me back to the dealership. The dealership response: "I am very sorry for your troubles but we can't help you." There is a ****** service warranty on all work perform by Nissan dealerships. The damage began at 0 miles after the fill cap was left off in 2023. I am seeking compensation for damages on behalf of myself and *********, my financier (**** new).

  Business Response

  Date: 10/10/2024

  Hello,

  The dealership is reporting the manufacturer has denied your claim. Your dispute lies with the manufacturer. 
  
  Thank you.
  
  Sofia Nadow | Customer Relations | Legal
  Email: [email protected]

  Customer Answer

  Date: 10/12/2024

   
  Complaint: 22330943
  
  I am rejecting this response because:  The manufacturer, Nissan, and Nissan North America, referred back to Lithia Nissan of Eugene due to the nature of the complaint - failure to honor the service warranty.  The service warranty covers damage to vehicles resulting from faulty work.  A mistake was made that caused damage (please see the original complaint).  It is also true that the transmission itself has a known engineering defect that could have been exacerbated by the mistake, leading to untimely catastrophic damage to the transmission.  It is the duty of a business who supplies a service warranty to honor it.  This is one of the reasons customers pay higher prices for new vehicles and dealership services... accountability.  
  
  Sincerely,
  
  Gabriel Dour

• Initial Complaint

  Date:08/23/2024

  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.

  On 8/9/2023 I picked up my vehicle after having it worked on by Lithia. I got home and found that there were numerous missing items from my vehicle ($100 Nikon binochulars, a headlamp, a $23 Kleen Kanteen water bottle, a $40 **** pocket knife, a $20 carbon steal Opinel pocket knife, $20 glasses). These items (aside from the water bottle) were not in plain site and had been left in the glove box and center console. Therefore, someone had to enter my vehicle and dig around to locate them. Numerous efforts were made to contact a supervisor and on 8/14, I finally talked to the service manager (*****). I informed him of the items stolen and requested fair compensation of $200. He told me he had to talk to the general manager and would get back to me. He never did. So, I followed up again on 8/21 and left a message requesting he call me back. *****, the service manager, returned my call on 8/21. He told me that there was nothing that they could do because there's "no proof" that they did anything wrong. This is false. The proof is that my items were missing after I left my vehicle in their possesion and care.At minimum, this business was negligent in securing my vehicle (or they stole the items themselves). This business is also a car dealership. They made no efforts to review their camera footage or look into the issue further. More importantly, they lack the integrity and customer care to take responsibility for their actions. Their treatment of this matter implies that my complaint is somehow lacking in truth and that my word and detailed account of missing items is a "lie." It's a slimy response indeed and is no way to treat a customer who just finished paying them $1200 to have their vehicle fixed. This business lacks an ethical compass and is NOT trustworthy. I will indeed be stearing everyone I know away from them. I imagine that I am not alone in my experience and from the looks of all of the BBB complaints, this place ought to be shut down.

  Business Response

  Date: 09/06/2024

  Hello,

  Dealership has stated they have spoken to the customer and have resolved her concern.

  Thank you.

  *********************

  ****************;| Customer Relations | Legal
  * Email: ******************************************************
  
    
  Earn Customers for Life. Improve Constantly.Take Personal Ownership. Have Fun!

• Initial Complaint

  Date:06/11/2024

  Type:Service or Repair 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.

  I bought a car from this dealership and needed maintenance after only 2 months. I took it in and after waiting in the waiting room for 4 hours, I was told to take it to a different dealership, even though I have a warranty through Lithia. After the second dealership told me it would be best to take it back to Lithia, I had to call several times and have been put on a high priority list 3 separate times. The last time I called I was told I would be transferred to the service manager, and waited on hold for over 2 hours only for the manager to answer the phone and hang up. When I tried calling back, I was sent to voicemail. I still have yet to receive a call back, and after 9 months I still have the same issue (oil consumption).

  Customer Answer

  Date: 06/13/2024

  Hello,
  
  My name is *************************. I submitted a complaint last night regarding customer service at the ******************************************* Dealership of Eugene. I would like to inform you that the issue has been resolved, and that I was contacted by the manager just a few minutes ago. Thank you for your help.
  
  *************************
  

  
  

• Initial Complaint

  Date:04/28/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 am filing this complaint because I had originally gone into Lithia Nissan for a extensive tune-up May 2023, so my car would last me another 20 years. My car came out worse that it went in and all caused by Lithia Nissans Mechanics and or poor parts. It's a very long list of things that went wrong, which they did fix most of, however the main recurring problem is my transmission and timing change cover are still leaking. This has supposedly been fixed many times when in fact it hasn't and the leakage is bad. You can litterly see drops coming off my transmission. When I left my car at Nissan the last time because of the leaks still being there, they said there was no leaks but found one at the back of my engine from the head gasket. A client of mine who has his own Car repair shop, looked at the back of my engine and saw no leak there but did confirm that it was still leaking out of the Clutch-Fork on the transmission and From the Drivers Side Timing Cover at the top. Nissan Managers tried telling me it was residue, it's not. I have many soaked pieces of cardboard and pictures that shows these things are still leaking. I am not doing this this for no good reason. This is all true along with the many other things they messed up on my car and had to fix at no cost to me, Like putting parts on incorrectly and forgetting bolts/washers, one of the times the ****** leaked it ruined other parts in the clutch, there's so many things of which I could list them all but I would need more room. I spent a initial $5,000.00 to give me piece of mind and it's been a nightmare! They had my car more last year than I did, between doing repairs and the many times of me leaving the car there for days for them to figure out a problem that they would say they didn't find until I would take it back again and they would magically find the leak or problem etc. I want the leaks actually fixed on my car! Getting some if not all of my initial cost back for my stress/anxiety etc. would be nice.

  Customer Answer

  Date: 05/15/2024

  Has Lithia Nissan Contacted you yet? It's bee3n an awfully long time. Thank you, *****

• Initial Complaint

  Date:04/03/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  As I was sitting down to buy a truck they changed the price. It was listed on the Internet for the agreed upon price, then they changed it over 10k after I spent 2 hours test driving and getting my cars trade in value. I believe this is baiting and switching and is illegal. They made no attempts to resolve it other than to give me $20 for my time. I would like to buy the truck for the AGREED upon value. Listed below is a picture of the ad I responded to and the truck I test drove before they changed the price.

• Initial Complaint

  Date:12/31/2023

  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.

  Had my car in there for a recall service. Scheduled the appointment ahead of time and gave them the *** so they could get the parts. On the day of the service (Friday), they told me they didn't have the correct part and would have to order it, and so it wouldn't be done until Monday. They didn't offer me a rental car to cover my travel. I asked for money for gas, since my other vehicle is less fuel-efficient. The extremely rude service advisor offered a small amount only. They also sent a list of overpriced services marked as "Critical" - that's a joke. I did have the drive belts replaced. Another issue, which caused the driver's window not to roll up completely, they could not diagnose, and actually wrote in their report that the passenger window (which has zero problems) could use a new switch. This was absolute nonsense, and they wanted to charge me some $180 for it. You can't charge someone for diagnosis if all you write on the report is "cannot replicate the issue". So when I came to pick up my car and pay for the drive belts, the service advisor persisted in arguing with me about reimbursement for gas, saying they had waived the fee for the window issue diagnosis. I told him those were separate things, which he couldn't comprehend. He was also incapable of explaining the calculation of the total final charge on the invoice. I later called and asked for the general manager and was sent to a voicemail. I left a message, but no one returned my call.This was very poor customer service and overpriced repairs. I will not return. This company needs to improve the way their staff treat customers and their lack of follow-up on service issues.Lithia Nissan of Eugene should refund $20.00 to my credit card to cover the extra cost of gas I incurred using a different vehicle over the weekend my car was in the shop. Also, they should train their service advisor to treat customers with respect.

  Business Response

  Date: 01/16/2024

  Dealership has resolved this with the customer.

• Initial Complaint

  Date:09/06/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 went in to Nissan Eugene around June 5th 2023 to purchase a new car (first time Ive ever bought from a car lot) I told them that I need a new car and that my car is my sole source of income(Im a full time dasher ). Before I signed the paper work to purchase the car I read that there was a recall in the car fax for the car. So I asked the sales man what the recall saying as all about and the sales man told me that I didnt need to worry about the recall or anything at all and that when they brought the car onto their lot their service department took care of any recalls and told me that the car was one of the best cars to have come through their lot and that I didnt need to worry about it at all. so with that information I decided to sign the contract for the car. Unfortunately a few days after signing the paper work for the car it started giving me issues with its performance so I took it back to Nissan to get it looked at when I talked to the workers in the service department they told me that they do NOT Deal with recalls at all. Confirming to me that the sales man lied to me and gave me false information about the car and its condition to get me to sign the contracts under false pretenses. Now I am out $16k for the loan on the car and I was with out work for 1 and half months - 2months loosing out on wages. also haveing to spend another $4K to get issues on the car fixed. So Im out $20k for the car itself plus the $2k+ in wages I missed out on from not being able to work.

• Initial Complaint

  Date:02/27/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  On Sunday February 26, 2023 my vehicle was towed to Lithia Nissan of Eugene by Nissan road side assistance, due to transmission failure while traveling southbound on interstate 5. Upon entering the dealership I was approached by sales rep *********************** whom asked me what was going on. I proceeded to tell him all that had happened and he replied with no worries we will take care of it. He followed that with you purchased the truck here correct? I told him I did not because Im not from here. He then said Ohh, Ill be right back minutes later ***** came back and said Well unfortunately because youre not our customer and did not buy from us and do not have our warranties we will not be able to help you here. I replied with excuse me? I dont understand, its a new truck and only has **** miles on it, so I have my manufacture warranty so your dealer warranty wouldnt even matter. He came back with well this is a private family owned dealer so we use our warranties and not the manufacture warranty. I then told him this is Lithia Nissan so nothing in this statement made sense. I had to walk away and went to the truck he then said to leave the key. I sat out for a bit came back and decided to ask for a ride to my motel when the young lot attendant offered to give me a ride the salesman glared at him. The salesman said we dont really do that and said let me see went into the office the young man then got called in there. 10 minutes later he came out head pointed at the ground and quietly said he could take me. The poor kid got into trouble for offering me a ride. I seen them treat that poor kid terribly in the short amount of time I was there. That kid was the sweetest kid and said I just wanted your day to be somewhat better. He said sorry for the way the guys were treating me. Poor kid deserves to be treated better. The service department treated me so good this morning!