ComplaintsforStateline Nissan

• Initial Complaint

  06/28/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  -car purchased 4/23/24 -Paid ***** in cash and ***** from warranty cancel plus ***** for car trade-in - provided me a 2021 nissan sentra sr $20,596 - Nature of the dispute is they lied on my credit application and got me approved for a big loan I can not afford. I have copies of the credit I filled out and a copy of what they submitted and it does not match at all even my license number is incorrect. At the time of signing the information was correct I even verified my name/number/social/id but that does not match the copies they submitted to the bank I went back and asked for the copy that was submitted to the bank because when I received the loan payment through the mail it was 15,000$ more than what I signed for. The business manager, was very hesitant to give me the copy she submitted to the bank. I had to ask for it nicely five times and she kept telling me I did not need it so that is when I knew something was really wrong. - When I went back the business manager said she would try to get a salesman to find me a rebate car to switch in to a lower the payment to hopefully lower my loan, but the salesman told me there's no other way to get out of the car to lower the payment unless I do a lease but I drive too much to get a leased car. They did an appraisal on my car that same day and my last conversation with salesman after that day has been the same words.- I also called the bank that the loan is from and they said to report them and that they will do an investigation and call me back with details. - It looks like they used my very 1st credit application and altered somethings to look current but are not. - Also my old car I had paid over 300$ for thing services that my warranty covered even after having them pull up my warranty to see what it covered and they never gave me my money back they just laughed and said "next time we got you." As I had spent over 9 hours (8am-6pm) at the dealership waiting for them to fix my car and they never fixed it.

  

  Business response

  07/02/2024

  We have found no irregularities in our way of submitting ***************************** credit application. We, as a dealership group, confirm income with an applicant prior to submitting an application to a lender.
  
  
  In the applicants own handwriting we have her stating she is starting a new job with Oak Street Health at $18.48 an hour at full time. That equates to $739.00 a week. Also, her job as a softball coach for Central Falls brings in another $3000.00 for the season ($250 monthly). 
  
  
  $739 x 4.3 weeks = ******** monthly plus $250 coach salary equals $3,427.70 (actual).
  Application was submitted at $3,213 monthly. 
  
  
  With regards to the amount financing, we have a signed purchase and sale from the customer detailing the total amount financing of $30,284.15. Applicant did not mention in the letter to the BBB the $10,052.56 Negative Equity she rolled into the loan as well. Applicant purchased a few extended service plans which include GAP coverage with the business manager. This is the reason why she is financing $35,193.68. 

  A **************** representative contacted us and was satisfied with how we presented income on the credit application.

  Feel free to contact us if any further information is needed.

• Initial Complaint

  04/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  my name is ***********************, On April 9th I came in to Stateline Nissan and was introduced to ******************* as my new representative. They looked over my Nissan 2021 sport series with less ***** miles. He asked what I was looking for and I said I was hoping to find something for a little less cost. We then went Outside, I told him I couldnt really afford the new new 2024 and I was worried about the insurance. He then started pointing at cars saying 24, 24 this is 22. I pointed out it was the same I was in but without all my features, he said but its new and less money. I said I might as well stay in mine til the end of my lease in a year. Its a downgrade, he said but its 22. I said so a year older than mine, he said yes but 50$ cheaper. I told him I was concerned about the insurance and he assured me it wasnt going to make a difference because it was only a year difference. It was hot, he was limping I said ok, he said hed go start the paperwork. I told him I was going to make a call and have a cigarette, when I went back to his area he had his shoes off and it kind of smelled but whatever. I bc was getting a newer car for less money.We went inside to call the insurance company,> while we were on the phone the woman said thats a 2024 correct? I said no 22, he said thats right **** while nodding at me as if I were correct. Then when I went to speak he raised his hand and said **** just to confirm that policy number is the same correct? She said yes. Knowing I was going to ask about the cost and using the word number for her to confirm the policy number, leaving me to believe the policy wasnt changing as far as price. He said thank you and hung up pretty quickly. When I logged into my insurance the following week it gone up from 190$ to 332$ because she said the car was a 2024, I said no its a 2022 she said it was not, it was a 2024, I then realized he had lied. I went to the dealership and spoke with the manager *****. After spending the whole day trying to find a cheaper insurance only to come up with 240$ price he offered to give me 1,000$ to offset the difference. I still lost seeing I put down over 1500 hundred plus paid all the taxes upfront to keep the new price at 337$a month so a total of *****. So I downgraded on everything to try to save money now Im paying more and the car does less. Ive leased with Nissan for over 7 years, this is my 4th vehicle with them and I will never lease again if this isnt resolved! I would like continue my lease in a actual new release 2023 2024 for the the same payments I pay now if I stay with Nissan or Id like out of my lease with all the money I paid the full ***** to go somewhere else.

  

  Business response

  04/24/2024

  On Tuesday 4-9-2024, customer *********************** came to the dealership appointment made by salesperson ***************************.
  After qualifying the customer, the **************************** proceeded to show her a Nissan *entra * because the customer stated that her main concern was her monthly budget on her lease. *witching her to the * model from her previous *R *entra, we were able to save her $43 per month which would equate to $1548 of savings through the term of her lease. Customer was very happy after completing her paperwork with finance and also added insurance with her salesperson before leaving. *he left us an amazing review on ****** and everything was ok. The following Monday morning the customer returned upset because her insurance rate went up and now her goal of lowering her monthly expenses would not be met. *he then proceeded to complain about her salesperson and insinuating that he had lied to her about the year of the vehicle she was leasing saying it was a 22 and not a 24 when in fact the 24 and 22 that the salesperson was mentioning during the qualifying process was the M*RP difference between *V *entra at $24k and * *entra at $22k. Knowing that her biggest issue was insurance, I sat with her for 2-3 hours to help her find a better rate, I was finally successful with *****, who was able to lower her rate from $330 per month to around $230 per month. *he still was slightly upset because her old rate was $190 per month. As a kind gesture, because customer satisfaction is our #1 priority, I offered to give her a $1,000 check at our expense toto offset the increase in her car insurance premium, which we do not control. At the time, she accepted the offer.

  UPDATE: *he has now declined the $1,000 gratitude payment. Please see the screenshot of the ****** review she posted after taking delivery of her new vehicle.

   

  Customer response

  04/24/2024

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  I did leave a nice review because I thought I was getting what I was promised by the sales rep, Ive called Safeco and they told me they cant release recordings to customers but on that date we talked to **** a agent from ****** and I know in that conversation when the year of the car was brought up I said no **** its a 2022, and he said that's right ****. Knowing full well that it wasnt. We also had conversation about outside. Also he didnt tell me all the features Id be losing, he just pointed around at cars saying 24, 24, he applied no effort, he was complaining he was hot, he was limping. He took off his shoes in his cubicle, it smelled. Ive been leasing from Nissan for over 7 years, even when everyone was trying to get out of payment and my work closed for 8 months, and not getting a ***** from the government I still never missed a payment! My complaint is not with the manager ***** I believe he tried to correct what happened to the best of his ability. But I want out of this lease with my ***** to go somewhere else now. He is however miss speaking to say he got Gieco to do anything, Im the one that had to contact agency after agency. He called progressive. One place, I spend half a day calling all of them! I think the owner should be aware of the situation. ***** knows all this, he was there, he knows about the him having his shoes off. He said he mustve been talking about the mfp, and thats why offered to give me the 1,000$ but I keep going over the conversation outside and on the phone with ******, and he knew absolutely what he was doing! I even said so its only a year newer then the one I have without all my features I might as well stay in my lease for the next year and he said but its cheaper. I mentioned the insurance, he Said why would it its only a year difference! 

• Initial Complaint

  01/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a new Nissan Rogue on May 3, 2022. After that date I started to have some issues with the car. The same year my drivers side seat was making noise when you sit and moved back and fourth. I went to the garage at Nissan *************** **** they put grease on the bottow seat. the noise stopped then came back winter came 2022 and 2023, I started to have problems with remote starter. car will not start, went to the dealer spoke with **** he says he put anew battery, I did not see it. Coming home the same thing, sometimes starts other times no, then I have to go inside the car to start the car. After many months of going through that, I got fed up with them. Back to the garage same story, Nothing is wrong with car, then the car seat motor they put more grease on it. I said my driver's side seat makes lots of noise, needs replacement. Nothing again. the problem continue with remote , then the car was dead in a summer morning , needs a new battery, they replaced, then there,s a light keeps showing up on says needs service, Went to the garage same thing, I was tolded by the mechanic name ***, that was normal may be the cameras i needed to clean in the morning before leaving the house. I, a 60 year old handicap, uses a cane or a ****** to walk. Again all this is my remote still not working well. Last Saturday I was asked by **** to go there to leave the car over at the garage for the weekend. Then on Monday morning **** who gave me his word, that first thing in the morning he will try to start the car with the remote. Monday came on the 15th of January, I called **** and asked about my car around 10:30 He said he had not touched the car yet. I said it was a reason that the car was left there, for him to try. He tells me he has not had time yet. ok Later that day I called again around 2:00 pm he said to me I will call you back. 30 minutes later he calls back, he says everything is ok the car has been updated. I'm like what do you mean by that, he says that's what the tech tolded him. And he was going to order the part for the seat, but in the back order, he will call when arrived, ** went to pick up the car, same thing the car does not starts with control. I was sick that day it was snowing. When I came home I recorded many times all day long that it does not start at all unless i go inside the car to start the car. Well I purchased a car with a remote starter for a reason. Due to my condition I start the car from inside, then it's warm when I go outside to drive., Today again January 18, this is the same thing. I decided to drive up to the garage, while waiting outside for them to open the door, I shut off the car and tried to start again, car will not start i recorded, show to ****, then he tried a couples times also did not work for him, He gets inside the car to start the car, car will not start. The starter was making noise and did not start. He says that he will ***************** and for me to sit in the waiting area, After one hour ******************* says he has 36 years off experience, says nothing is wrong with the car, and instructed me, that in the morning when starting the car with the remote , after 2 attempts if does not start for me to go inside the car warm the car first then go for a 5 minutes drive then the car will be ok for me to drive, also he says after 2 attempts the car will not start, that,s why I have to go outside in black ice frozen morning. So I said Why did I purchase a car with a remote starter if it does not work? Well I came home from the dealer and the car again does not start, unless i go outside to start the car. No one is able to help, the car is new and only has **** miles I only use to doctor ***** I called the sales manager named **** and left a message but never returned the call. This is where I stand right now. The car is still under warranty, I don,t know what else to do. All I want is for the car to start in the morning when I need it,. If the not able to do that, replace with another car or fix the problem, I realy think the problem is a faulty starter motor malfunction ignition swithed problem or fuel system issue with electric control module. Please I hope you can help me .Thank you very much

  

  Business response

  01/23/2024

  We have contacted the customer, ***********************, offered to pick the vehicle up and monitor the operation of the component in question. For personal reasons, she has declined our offer at this time and will contact us in a few months at a time more convenient for her.

• Initial Complaint

  02/04/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I brought car to dealer service to evaluate problems they stated that the car need transmission replacement. It's took them 50 days to change transmission and I have been charged 8.000$ .After I took car to computer diagnostics and found out that it had bunch of transmission codes.They said they put brand new transmission in car however not ***************** start leaking fluid the car developed noise in transmission.When I brought car back to see if they can fix problems they said that transmission do not need to be replaced but it's a transfer case problem.Transfer case attached to transmission and when they installed transmission they did not installed correctly and broke transmission case.Also from initial evaluation there was no word about any issue with transfer case after they touched car twice to install transmission they broke transfer case.The dealer solely responsible for repair of the problem they caused in first place.Transfer case meant to last lifetime and there is no way its broke on its own since they maneuvered twice.If they think it's a transfer case they should repair also reimburse me money for transmission that still leak a transmission fluid that supposly they said brand new.

  

  Business response

  02/09/2023

  Customer come in today to allow a visual inspection by our master technician *** and service manager. We reviewed all customer concerns and any confusion she had with our recommendations. She is now on the same page and told us she is going to contact the BBB today or tomorrow and let them know we resolved her concerns. Her complaint is with the Used dealership that sold her the vehicle.  She is not looking for a refund and we gave her several options on repairs. She also ended up buying a new vehicle from Toyota. 
  
  

  Customer response

  02/10/2023

  [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 submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  *****************************

• Initial Complaint

  11/19/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We purchased a 2015 Nissan Rogue for $13,800 (minus taxes etc) from Stateline Nissan on October 26th 2022. Since then there have been several issues with the car. We have had to bring it back to the shop twice to have the problems remedied and it still has not been fixed. They had the car for more than half of the time since we purchased the vehicle. We have to contact them again (for the third time) to set up a time to either remedy the heating problem (or if possible return the car for a refund). We are looking for guidance and a solution to this problem. We will have to make our first payment on the vehicle that we have hardly had in our possession. We have been wasting our ************ going back and forth as well as increasing extra wear and tear on our other vehicle going back and forth to this dealership which is 40 minutes away from our residence. We want it fixed or our money back. We don't have receipts because it has been under warranty at this point. As of today it has been 25 days of this back and forth nightmare.

  

  Business response

  11/22/2022

  Our service manager contacted the customer who agreed to bring the vehicle to the dealership today, November 22nd to resolve the issues with the vehicle.

• Initial Complaint

  07/30/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am writing regarding the misleading and consumer practices of Stateline Nissan. On 7/25/2022 I contacted the dealership and spoke to salesman **** regarding my upcoming lease end date and to find out what I needed to do to buy the car outright. I inquired what I would need to bring in to buy the car out directly, and that I was not interested in financing. I was told that isn't possible due to the time it takes to get the title from company. I was told I needed to finance it through the dealership, then I could pay it off as quickly as I wanted. I did what was asked and was charged an additional $400 "document" fee to do so. A fee that I later found out would not exist if I paid Nissan directly. I contacted Nissan ************* directly the next day. A representative informed me that dealerships in ************ were made aware in as early as 4/ 2022 that consumers could make cash buyouts directly through Nissan. I was never told this was an option from the dealership, despite declaring my desire to pay cash for the car. The representative from Nissan provided me a letter with the buyout cost, minus the $400 "document fee"...they also said they didn't know why the dealership told me anything about not being able to register the car UNLESS the registration was expired (which it was not). The representative informed me he was going to file an internal company complaint based on the information he was hearing about my experience. He suggested I call the dealership to see if I could cancel the loan, but at that point it was too late. The sales manager I spoke to, ********************* said it already went through and there was nothing that could be done, that all customers get charged the fee per state law. Missing the point...It was not my desire to finance the car. Their dealership told me my only choice was to finance through them due the time it takes to wait for the title. This information was directly contradicted by Nissan headquarters. I request the $400 refunded.

  

  Business response

  08/02/2022

  Thank you for making us aware of this. We have forwarded this to the store manager for resolution.

  Customer response

  08/03/2022

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********.

  There is no resolution offered in the business' response - they are simply stating they're forwarding to the store manager. Therefore, with needing to either accept or reject, I am selecting the reject option since no resolution has been offer at this point. 
  
  
  Regards,

  Steph

   

   

  

  Business response

  08/04/2022

  We are processing a refund of the documentation fee.

  Customer response

  08/08/2022

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  Thank you for making the unfortunate situation right by working on processing the $400 plus tax that I was charged on that amount.  I can't currently accept the situation as resolved without further details on the "processing" of refund. Will this be in the form of a check mailed to my home address? How long will it take to arrive? Thank you for understanding that I cannot accept the proposed resolution without further details/guarantee of refund.  I will accept this resolution as resolved when the refund is in-hand. 
   
   

   

   

   

  

  Business response

  08/11/2022

  The refund request was submitted on August 4th and mailed directly to the customer on August 10th.

• Initial Complaint

  02/08/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Unhelpful staff, been calling for over a month to get my extended warranty cancelled that was useless because they sold a car and a warranty that wasnt able to be used. Then after finally getting in touch with someone in person they said they had the paperwork they needed and will get it canceled. THEY NEVER SENT IT. I wont air out the emoloyees name. I contacted Allstate direct and submitted a complaint and they let me bypass the dealer and cancel it , but the business has the get the refund then issue me a check. Here we are 4 weeks after the confirmation from Allstate and the receipt the money has been sent back to Stateline and they accepted the payment electronically. Now they wont answer the calls and now they say after weeks of fighting its up to 9 months to receive my money. Allstate agrees that this is ridiculous and said they wish they could help and that they will get new trainers to retrain the staff. Im in the works with Allstate to fight the dealer and be reimbursed they are willing to help if need be. So were my money Nissan? Is it the sales manager who has had issues with me in the past or the terrible service manager who cant do his job, which I know multiple of his old employees. Ive been in auto buisness for years. Refund my money its stealing at this point. I attached the receipt from Allstate

  

  Business response

  02/15/2022

  We reached out to ****** and are having a check cut to Nissan ***************************** (****) for his refund of his cancelled warranty. The check will be cut today and mailed as soon as it has been properly signed.

• Initial Complaint

  01/10/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Car has been in the shop 4 times, totaling over a month now. First visit they said they couldn’t fix it under warranty even thought I had full coverage and charged me 150$. And I left with a broken car for there mistake. Then they called me back and wanted to rectify the situation and we agreed to 200$ and they will guarantee to fix the situation well the problem got worse now I’m out 350$ and have more issues. Then when I brought it back 7 hours later they had my car for 3 days and said they had another guaranteed fix but they said it would be another 300$. But we agreed I’d pay parts and they would cover labor. So that’s another 90$ and a GUARANTEE from the master tech it would fix my issue. We’ll driving home the problem still persisted and when I took it back again they never called and it has been 2 weeks and I keep calling they said they’ll get to it eventually and I’m last in the list so it’s been a major headache and pain. And I still do not have my car. When it should of been fixed the first time.

• Initial Complaint

  11/15/2021

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I traded in my 2017 Leaf for a 2020 Leaf on November 21, 2020. In January 2021, a check for gap cancellation was mailed to me, but I did not receive it until June, when it was too late to deposit. I contacted Stateline Nissan by phone, email, postal mail and in person, asking for a replacement check to be issued. The dealership asked me to send them a copy of the check, which I did. They have promised to send a replacement check but have failed to do so. This was at the beginning of October. Since then, I have not received any communication from them and the check has not been received.

  

  Business response

  11/20/2021

  Thank you for bringing this to our attention. We have forwarded your concerns to the General Manager and Comptroller for resolution. We will respond again when we have more information.

  Customer response

  11/21/2021

  [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:
  

  Stateline Nissan has issued a replacement check for the full amount. The response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  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. ↩