ComplaintsforChester County Nissan LLC

• Initial Complaint

  04/06/2023

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  ordered parts on 3/16/23, still have not received as of 4/16/23, want full refund to ****** **** for $159.36, been 3 weeks now, still getting run around.

  Business response

  04/13/2023

  Good afternoon,

  
  

  This customer placed an order online with ******************** on 03/16/23.  After the order was processed the customer was informed that some of their parts were on backorder and currently did not have an ETA.  We asked if the customer would like to pick up the items we did have in stock, and we would contact them once the final pieces arrived.  At that time the customer responded by saying they were not in a hurry and would just pick everything up once.   After about a week the customer contacted our parts team again to get an update and was told the same thing. Unfortunately, there was still no ETA at this time.  The customer responded by saying they may end up cancelling the order online but at that time they did not.  On 04/05/23 the customer called again for an update and got angry when the parts team informed them that there was still no update for the backorder items but could still pick up what we had here if desired.  At this time the customer chose to hang the phone up on our team member.  

  
  

  This customer was informed multiple times about the delay and still chose to continue with waiting for their order.  At any given point if the customer chose to cancel, they could have either verbally or online and we would have gladly taken care of it for them.  Since we received this complaint from the BBB we have decided to take it as the customer's request to cancel their order.  This customer has been issued a FULL REFUND.  Should they choose to reorder the items in the future they may certainly do so, however there are no guarantees if the previous sale prices that were available during that time will be the same in the future.

  Customer response

  04/18/2023

  [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,
  
  ***********************
  

• Initial Complaint

  11/12/2022

  Complaint Type:

  Product Issues

  Status:

  Unresolved

  More info

  I have been trying to have "Exton Nissan et.al" to get a working radio in a truck I purchased on 6/6/2022. A new working factory radio to replace the non-working radio was promised in the written contract. I have taken the truck to them three separate times to get the correct working radio installed. All have been failures. I have contacted the numerous times through phone and email trying to settle this issue. By the time the fourth radio was ordered, I contacted them to have that 4th radio mailed to me. They agreed and then let me hanging with no responses back to me. They have been contacted in June, July, August, September, October and now November. The way I have been treated very poorly through this whole process. So from 6/6/2022 until now, 11/12/2022 and counting, still waiting and trying to resolve this "problem" I have spoken to: ************** - Sales Manager, ********************* - Assistant Service Manager, ******************* Sales Manager and ******************* Owner. So, I am filing this complaint in hopes the BBB can help resolve this issue. I am attaching a more detailed account of what has taken place.

  Business response

  12/02/2022

  There was an error  and miss communication on our part about sending radio to customer. Radio was send *** today tracking *****************

  Customer response

  12/05/2022

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:

  After the complaint, this company sent me a replacement radio. A USED radio. According to the agreement, it was supposed to be a NEW radio. They can have the used radio back, shipped to them at their expense. At this point, I am tired of dealing with this. Just send me the money that was talked about for a new aftermarket radio. Keep the used ones. One thing after another with this fiasco, there wouldn't be a problem if they just did what they were supposed to do in the first place.
  
  Regards,
  
  *************************
  

  Business response

  12/06/2022

  The radio was shipped to the customer on  12/02/2022 tracking number *** ******************

  Address shipped to  ***************************************** Mertztown Pa *****

  Customer response

  12/06/2022

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:

  As stated in my previous response, A USED RADIO TO ME, NOT A NEW ONE AS PER OUR CONTRACT! As stated previously, AT THIS POINT SEND MONEY FOR AN AFTERMARKET RADIO. I am tired of dealing with this since JUNE! If they want their USED radio, They can have it, pre-paid shipping back to them! This NISSAN dealer is being completely irresponsible. DO WHAT IS RIGHT!
  
  Regards,
  
  *************************
  

  Business response

  12/09/2022

  Customer purchased a used vehicle. The radio for his vehicle is no longer in production a used working  radio was provided. There is nothing in writing about the Customer will receive a new radio.

  Customer response

  12/13/2022

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:

  There was an agreement to replace the non-working radio at purchase with a NEW one, see attachment. The Sales Manager was **************. He talked to me and also said this about the radio as well as the salesman, ***************************. As far as what is wanted to settle, it is the same.
  
  Regards,
  
  *************************
  

  Business response

  12/26/2022

  The we owe is for a radio installation not a new radio customer was sent a radio. Exton Nissan is not giving the customer a new radio.

  Customer response

  01/05/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:
  

  **.***********************;

  Did you bother to read the photograph of the agreement? It states "NEW RADIO INSTALLATION". I have attached  a copy of the photograph again, just in case you didn't read it the first time. Again, I was PROMISED A NEW RADIO TO REPLACE THE NON-WORKING ONE. This was PROMISED by YOUR management and witnessed by ****** and *************************. You not only have a legal, but a moral responsibility as well to finish this agreement. At this point only money for a new aftermarket stereo will be acceptable. Since it has been over six months now, the non-working radio has been replaced, because YOUR company has not lived up to its written agreement! Did you bother talking to:***************************, *************************, *******************, **************(who initially told me the radio would be replaced with a NEW radio (in writing) or *******************? The new aftermarket radio is not really what I wanted and I couldn't afford $1000.00 directly out of my pocket, so I had to "settle" for the radio I purchased. The cost for THAT radio is $554 (which was a sale price). The honesty and integrity of your company, yourself as well as, at minimum, ************** are in question. Does that matter or is it plain simple greed? A bad reputation is a hard thing to shake. So, do the right, honest thing. Have some morals. I am not so sure that NISSAN would like that a dealer of theirs is tarnishing their (NISSAN) reputation. To think, all this could have been avoided if the contract was honored from the beginning.
  

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

  Business response

  01/09/2023

  As per the owner *******************. Two radios were sent. No more radio's will be given to customer

  Customer response

  01/12/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:
  
  Obviously you do not comprehend the photographs sent to you through the BBB. You (*******************) should read it and the response that was made last time. HONOR WHAT YOU HAVE PROMISED (YOUR COMPANY MANAGERS - NOT SPECIFICALLY YOU). If you think you messed up, that is YOUR problem. A PROMISE IS A PROMISE AND NEW IS NEW NOT USED OR REFURBISHED. Below I have included what was sent last time as well as the photograph of the agreement.

  **.***********************;
  Did you bother to read the photograph of the agreement? It states "NEW RADIO INSTALLATION". I have attached  a copy of the photograph again, just in case you didn't read it the first time. Again, I was PROMISED A NEW RADIO TO REPLACE THE NON-WORKING ONE. This was PROMISED by YOUR management and witnessed by ****** and *************************. You not only have a legal, but a moral responsibility as well to finish this agreement. At this point only money for a new aftermarket stereo will be acceptable. Since it has been over six months now, the non-working radio has been replaced, because YOUR company has not lived up to its written agreement! Did you bother talking to:***************************, *************************, *******************, **************(who initially told me the radio would be replaced with a NEW radio (in writing) or *******************? The new aftermarket radio is not really what I wanted and I couldn't afford $1000.00 directly out of my pocket, so I had to "settle" for the radio I purchased. The cost for THAT radio is $554 (which was a sale price). The honesty and integrity of your company, yourself as well as, at minimum, ************** are in question. Does that matter or is it plain simple greed? A bad reputation is a hard thing to shake. So, do the right, honest thing. Have some morals. I am not so sure that NISSAN would like that a dealer of theirs is tarnishing their (NISSAN) reputation. To think, all this could have been avoided if the contract was honored from the beginning.
  

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

• Initial Complaint

  05/17/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We Purchased a Transmission from Exton Nissan 05/04/2022 part number *****-******* Reman Trans. After Receiving it the next day we installed it (05/05/2022) and then we Programmed the new reman transmission. When we turned on the vehicle found out it was humming and not shifting properly (aka Faulty Reman Transmission). We called Exton Nissan right away and told them our issue. They requested us to drive it there which we did not want to do knowing this was a bad transmission and could make matters worse! We then drove it the dealership as the asked us to do under the factory warranty. They were EXTREMLEY RUDE and UNPROFESSIONAL! We finally Received a phone today 05/17/2022, Stating we never programmed the Transmission ( we provided them the Receipt of which it was) the factory warranty was declined on the transmission because they lied to the factory warranty stating we Never programmed it When in Fact We Did also have Proof as well! So now our Customer is with out a Vehicle and Transmission That he had already paid for and is currently in a rental. Nissan Will not replaced there defective Transmission as that is all we request them to do!

  Business response

  05/18/2022

  May 18, 2022 

  To whom it may concern: 
  

  I am responding to the complaint and have attached all supporting documentation. 
  

  On May 10 our Parts Manager Don received a phone call from ***** at ********** ********** and said there was a problem with a transmission that was sold to them. Don said the vehicle should be towed to the dealership. The vehicle arrived on 05/11 it was driven from approximately 20 miles away and dropped off. 

  Upon our initial diagnosis we found that the original programing disc was left on the driver's seat in the unopened package. The only way to program the transmission control module is by using the disc and a factory only supplied consult three unit. We then found that the battery was left unsecured the electronic control module & transmission control module was not secured or grounded properly. 

  The technician then pulled the diagnostic trouble codes and found the original transmission control module not updated. This procedure is a must and must be performed before the vehicle is driven. If not, it will cause damage to the new transmission. 

  In order to get a transmission approved for a warranty parts replacement we must go through a diagnostic procedure send all the information over to Nissan powertrain center to ensure the installation and programming was done correctly. 

  All information was sent to Nissan and their final determination was that the transmission control module was not programmed and there for all warranty is null and void. 
  I have attached copies of the diagnostic print outs, denial from Nissan and our repair orders. 
  

  1. Exton Nissan repair order ****** dated on 05/11/2022 informing them it was denied.

  2. Exton Nissan repair order ****** opened the next day showing we did further diagnostic work and still denied from Nissan.

  3. Diagnostic print out from our consult unit showing the original transmission control module not programmed.

  4. Denied e mail from Nissan power train the warranty is void and the transmission control module was not programmed. (TCM).

  5. Letter statement from Exton Nissan parts manager. 

  Please contact me if you require any additional information, 
  

  Joe S.
  Service Director 

• Initial Complaint

  09/22/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Last week I took my car into their service dept for a simple oil change. They talked me into a tire rotation because winter is coming. When I picked up the car the right rear brake made a terrible grinding noise. I called them and they said to bring it back in. It was too late then and as a working widow I couldn't make it back in until yesterday when they found that the outer brake pad was worn down because it had locked. There is NO WAY that whoever drove my car from their garage to the lot could have missed that noise. Worse, they refused to accept blame - it was just a "coincidence" that when I drove the car after they parked it from service, that the brake froze? Sorry - that's ridiculous. Then on top of everything they charged me over $400 to replace that ONE brake pad. That's adding insult to injury. I've written to everyone at Nissan and Bush Auto Group with no response.

  Business response

  10/25/2021

  On September 13,2021 ************************* came in for a routine oil change. At that time due to mileage and tire wear patterns we recommended a tire rotation. We performed a courtesy multi point inspection also at that time. The brakes on the vehicle were 8/32 in the front and 5/32 in the rear. The vehicle was  returned to the customer.

  One week later the customer called and said she left on 09/13 and said there was a noise in her vehicle when braking. The customer was asked to bring the vehicle back to us for inspection. At that time we found the right rear outer brake pad was metal to metal on the rotor and all the other brake pads were still at the same percentage they were on September 13th. The right rear brake caliper pin froze on the vehicle causing premature wear on the pad.

  Even upon inspection on 09/3 there would have been no way to determine that the brake caliper pin was frozen, we only do a visual inspection on the brake pads.

  The customer stated she heard a noise when she left ***** ****** on 09/13 and she did not come back. The customer called a week later.

  As a good will we refunded the customer $250.00 towards the replacement of the brakes and rotors.

  Please contact me if you need any further assistance.

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

  Service Director

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

*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. ↩