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:09/13/2023

  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.

  Had my 2015 Nissan ****** in for routine service on 8/15/2023- oil change, tire rotation, inspection and emissions. I asked for the AC to be checked because it wasn't working properly. I ended up being charged (just for the AC) $89.95 for diagnostics, $221.25 for a re-charge, $140.16 for refrigerant and $311.20 for labor. When the service was over, I was told that there is a leak, it's not fixed and that next time it's in for routine service, typically 6-8 months, they would be able to see where the leak is (dye was injected). I was charged over $750 for something that isn't fixed. My spouse thought I was joking when I told him. The total number of labor hours charged on this bill exceed the amount of time that the vehicle was in for service. My spouse called the dealer the next day and it was explained to him that the service techs simply check boxes in the computer system for services rendered and that auto-populates the charges. It seems like there should be some sort-of cap on labor hours or something that benefits the customer in this situation. I can only imagine how much it will cost for service, parts and labor to actually fix the AC leak. And to be told to wait that long for it to be fixed just doesn't seem right either. Is that so hopefully I forget how much I was already charged for this unresolved issue? I have called twice, once on 8/24 leaving a message with someone for the Service Manager to call me and again on 8/28 being told that he wasn't available. I also completed 2 surveys that were emailed to me but have yet to hear back from anyone. This speaks volumes to me about their legitimacy and trustworthiness. I have gone to this dealer with this vehicle since they opened and over the years, have seen the customer-focus and integrity significantly decline. In all my years, this is the worst customer service I've ever experienced and I don't see how a business can get away with this. I greatly appreciate your time and attention to this matter.

  Business Response

  Date: 09/14/2023

  Please see the attachments as our respond to complaint number 20595720.  The attachments labelled ******** BBB Letter is our written response.  I also attached the invoice as well as copies of our attempts to reach **** after her survey was left online.  She did not respond to our attempts to call or email her,

  Customer Answer

  Date: 09/15/2023

  While I'm not satisfied with the business's response, I find any further action to be a waste of time. When it's one word against another, I choose to be the better person. Therefore, I will accept and move on. It's so sad that the saying, "the customer is always right" no longer exists in the world. I appreciate your time and effort with this situation. ~****

  Customer Answer

  Date: 09/15/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that while their response is not true, I'm done wasting my time. They are not worthy of my future business and I feel bad for the future customers who will be taken advantage of.
  
  Regards,
  
  *************************
  

• Initial Complaint

  Date:03/21/2023

  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.

  LEASE WAS UP ON 2020 NISSAN ***** ON 03/19/2023. WENT TO DEALERSHIP TO PURCHASE OUT THE REST OF MY LEASE. I WAS APPROVED FOR THE LOAN. FAULKNER NISSAN SAID THEY COULDNT SELL IT TO ME DUE TO A RECALL THAT IS ON THE VEHICLE. AT THE END OF MY LEASE THE BUYOUT WAS $16000.00. I AM NOT WITH OUT A VEHICLE. THEY ONLY GAVE ME $3000.00 FOR THE CAR THEY SAID THAT IT WAS WORTHLESS TO THEM. THEY GAVE ME NO OTIONS OTHER THEN SELLING ME A NEW VEHICLE. I CANT PAY FOR A NEW VEHICLE I WANTED THE 16000.00 LOAN. NOW I AM WITHOUT A VEHICLE. SHOULDNT THEY HAVE HELPED ME. FOUND A LIKE CAR OR SOMETHING. I TRADED A CAR IN ON THAT AND HAD A DOWN PAYMENT NOT I LOST OUT COMPLETELY. 

  Business Response

  Date: 03/21/2023

  Good Afternoon,

  This 2020 Nissan ***** is currently part of a Nissan Stop Sales due to a safety recall.  We are unable to process the transaction or sale of any vehicle that is currently part of a factory stop sale.  We offered to assist the customer by working with NMAC to extend her lease until the recall was resolved, so that she could still purchase it at the end of her term.  Unfortunately she chose not to due so.  This customer also received an offer from us 6 months ago with a value that we were willing to purchase her vehicle for.  Unfortunately due to significant changes in market values of vehicles, and the expiration of that offer, we were no longer able to honor it. We offered her a fair market value for her vehicle and she chose to accept.  It was not her only choice, she was absolsutely welcome to extend her lease for a period of up to 3 months while the recall was resoved at no additional cost to her.  Her primary concern when we communicated was that she still wanted the much high evaluation from months ago.  Unfortunately that is just not possible.  We consider this matter resolved. 

  Customer Answer

  Date: 03/21/2023

  [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: Yes they said I could expend my lease but it wasn’t recommended because they didn’t know when the car would be fixed. Which ment I could have been paying on a car and my buy out on the contract would stay the same with no end date in site because they didn’t know what they were doing about the recalls which couldn’t give me an end date. I had no choice but to hand the car over because **** gave me no option other then threatening that of it wasn’t in by Sunday the 19th I would loose everything. I already lost the car I traded in, the down payment and all the payments I made towards the lease and could t buy it out!!!
  
  Regards,
  
  *************************
  

  Business Response

  Date: 03/21/2023

  I was sitting next to **** when the final call was made and overheard the explanation first hand.  Extending the lease was and is a very simple process.  I apologize for your experience.  At this time there is nothing else we can do.  I would suggest reaching out to Nissan Consumer Affairs should you have any other concerns you would like to share regarding the Nissan Stop sale and Safety Recall.  They can be reached at 1-800-Nissan1.

  Regads,

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

  Customer Answer

  Date: 03/21/2023

  [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: this is such a joke. There was nobody else around and when I asked to speak with ***************** I was told he was on VACATION 
  
  Regards,
  
  *************************
  

• Initial Complaint

  Date:07/20/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have a 2013 Nissan ****** that was involved in a class action lawsuit. The lawsuit was about the headlights and how they dim out over time. I took my vehicle to a Nissan dealership as stated but was not told that it is at the discretion of the dealership if your lights get replaced or not. I don't wear glasses and I've never had to wear glasses but when other people get in my car at night, I am always asked how can you see. I have to have on my high beams in order to see but I know legally I can't ride around like that. I did call the corporate office and they are not helping, even though I have something that says otherwise. They're not acknowledging the lawsuit it seems like. I turned everything in that I was supposed to of turned way before the due date. If the BBB can't help me, then may you please lead me to someone that can.

  Business Response

  Date: 08/08/2022

  Faulkner Nissan Mechanicsburg has no  control unfortunately over Nissan North America's settlement agreemnt regarding lawsuits such as these.  All we can do as a dealership is run the customer information through Nissan's system to inquire on open recalls and campaigns that are elligible for warranty repair.  In this specific instance this customer will need to work this out directly with Nissan Consumer Affairs.  He can open a case with them by calling **************.  We do not have have the ability to open a case on behalf of a customer,

• Initial Complaint

  Date:07/12/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I went to the dealership on Monday June 27th to look at and test drive cars. I found a car I liked, got the information, but decided to think on the car. I went back on the next day in the am of the 28th. I spoke with the sales man, looked at other cars, but decided on the car I saw the day before. I got the car fax that stated the car had never been in an accident and had no damage. I filled out paperwork and purchased the car. I did not pick up the car until 7:55pm that night. Minutes before they were to close. I took the car home and a family member noticed damage on the front of the car. 3 large cracks down the front of the bumper and it was separated and lifted from under the right front headlight. The dealership was closed, so I messaged the dealership via the site. On Wednesday. I called on Wednesday. My salesman was busy, so they said they would have him call me back. I called on Thursday and he said that he would need to talk to his supervisor about it. I drove to the dealership on Friday 1st and talked to the head sales becsuse my salesman was off and he said that they could adjust the bumper, but they have no record of the damage on pics so he didn't think they would fix it. I told them they needed to check their security cameras then to find out how the damage happened on their lot. He said he needed to talk to my salesman amd would call me. I waited and waited, they called me after a week and said they would see it to adjust the bumper. The appointment is Friday 15th. When I said AND fix the cracks, they didn't answer. I spent nearly $28000 on a car with 3500 miles on it. The damage occurred while it was in their possession, so they need to fix it and they are trying to get out of it. I need resolution to

  Business Response

  Date: 07/29/2022

  Faulkner Nissan is willing to adjust and realign the front bumper however the vehicle was sold with the minor cracks on the front bumper.  This was never hidden at any point and the vehicle was priced with this damage taken into consideration.  If ******* is unhappy with the condition of her vehicle we would be happy to repurchase the vehicle from her.  She can reach out to our Used Car Manager, Eric W*********, to set this up.  The only statement our manager made regarding the front bumper is that the photos we have on record of this vehicle were taken from an angle that would make it difficult to prove that the cracks were already present.  I was able to locate the original photos from when we purchased the vehicle wholesale and you can idently that the bumper was missaligned at this time.

  Customer Answer

  Date: 07/29/2022

  [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:Vehicle was sold stating no damage and no accidents. This clearly was not the case. I would like the front fixed. The Vehicle is 3 years old and is $28,000. That is not priced with the damage, plus I was told that the damage occurred after it was on the lot, meaning the dealership should be responsible for fixing this problem and making it right. Regards,*********************************
  

  Business Response

  Date: 08/01/2022

  Faulkner Nissan has nothing further to offer at this time.
  
  We confirmed with both the Manager and Sales Person who interacted with this customer that nothing further was ever discussed, in fact, the opposite was agreed upon at one time.  We offered to repurchase the vehicle if the customer is unhappy.  We also offered to realign the bumper clips at no cost.  This customer had plenty of time to thoroughly inspect this vehicle before taking delivery.