ComplaintsforFive Star Nissan of Florence

• Initial Complaint

  07/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a 2021 ****** Camary from Nissan of Florence about two years ago It was a nice car and at a good price Im happy and pleased with it Until recently I heard a noise coming from it the noise didnt happen all the time sometimes it sounded like worn out brake pads or something so a couple of weeks ago I was sating outside and I looked towards my car the bottom was hanging low so I bent down to look under my car to my surprise I seen a red zip tie I then realized where the noise was coming from the part that was hanging low was hitting my tire causing the noise I called Five Star Nissan of Florence to schedule an appointment My appointment was on July ******* So I arrived there and I told my service advisor what problems my car was having She told a technician to put the car on a lifted So he did and reported that 3 plugs was missing from underneath that hold the bottom up and that it needs an oil pan gasket because the bolt was just hanging there *********** advisor sure me that everything would be fixed at no cost to me and how she didnt appreciate how they had did my car The technician went back to my car and put 3 black zip ties to keep the bottom from falling back down I was told I would get a phone call from a manager that day but I didnt I told my service advisor when everything come in call me so I can bring the car back One week later still no phone call I call on Thursday left my name and phone number still no call Call through today got the run around and they sent me to voicemail When all I was trying to do is find out did my part get ordered and what day and time to come in to get it fix Thats not how you handle business I took my car to Five Star Nissan and they damaged it and not want to fix it Im tired , frustrated and upset If you dont want to be like me dont buy a car from them and dont take it to them for service A shade tree mechanic would have done me better Will not be buying from Five Star Nissan Florence SC

  Business response

  08/21/2024

  Typically we give cars a 60 day, 2000 mile warranty.  When a car has been out of our care for over 2 years it is hard for us to determine when the damage took place.  ************* does not get regular oil changes done at our dealership and therefore this damage could have been done by anyone.  Having said that, we are always willing to go above and beyond to help our customers.  In this particular situation I will have our service manager get directly involved in an effort to get this taken care of for *************

  Customer response

  08/21/2024

   
  Complaint: 22016614
  
  I am rejecting this response because:
  
  Sincerely,
  
  *************************

  I have proof I havent taken my car anywhere else to be serviced only at Five Star Nissan Florence 

  Customer response

  08/21/2024

   
  Complaint: 22016614
  
  I am rejecting this response because:
  
  Sincerely,
  
  *************************

  I have proof I havent taken my car anywhere else to be serviced only at Five Star Nissan Florence 

  Customer response

  08/21/2024

   
  Complaint: 22016614
  
  I am rejecting this response because:
  
  Sincerely,
  
  *************************

  I have proof I havent taken my car anywhere else to be serviced only at Five Star Nissan Florence 

  Customer response

  08/23/2024

  I have receipts that prove Five Star Nissan of Florence was the only one services my car 

   

• Initial Complaint

  02/27/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I went into Five Star Nissan on 2/20/23 at approximately 11:30 am to get my key fob replaced on my 2018 Nissan Altima. I waited three hours and was charged $528.00. After my payment was processed, I was told that the new key fob wouldn't work to my car and they didn't know why. I asked why they charged me and they told me it was because I purchased the key fob and had to pay for the programming. I asked why I was being charged for a product that did not work. I left the premises and called and asked to speak to the General Manager. ************************* called me and assured me I would be taken care of. He got "*****" to call me to set up an appointment to get the car put on the computer to troubleshoot the next day. I dropped by car off on 2/21/23 at 9am at Palmetto Nissan and did not hear back from ***** for two business days. ***** never called me back so I returned to the dealership on 2/23/23 to pick up my vehicle. I incurred around $300 in additional expenses to ensure I would get to work and get my kids to school. I have called every day since 2/20/23 and have yet to receive an update or a refund as I have requested. I have since then left two voice messages for ************************* and he has not responded to me either.

  Business response

  02/27/2023

  We, have spoken with the customer on several occasions in regards to the key phob programming. The customer is slated to come in tomorrow 02/28/2023 to see what the service admin from the warranty company decides after meeting with with ********************* Service Manager in regards to a goodwill for the *** that is needed for the customer. We where not asked initially  to diagnosis the vehicle the customer only asked to purchase and a program a keyphob as stated by the customer. The additional charge was for us to diagnosis the vehicle for the customer. We have contacted the customer in regards to helping with the charges in this unfortunate situation for her. I have returned calls to the customer in regards to this complaint and spoken with the customer twice. We are actively working to help the customer however we can. ******************* is in constant contact with our BDC service representative ********************* who is informing the customer of any updates we have on her vehicle. We will always work diligently to take care of our customers here at Five Star Nissan of Florence.

  Customer response

  02/28/2023

   
  Complaint: 19503579
  
  I am rejecting this response because:

  This is not true. I only spoke with ***** because I continued to call multiple times per day. Please check phone records on your end from ************ as I was at work. ***** was the only helpful associate and she even stated that she did not know why they were not giving me updates because that was not her area of responsibility, but she did so diligently each time I initiated a call and once on Friday 2/24/23 after I called, and we spoke. Please check your phone records once again as the calls are recorded. The only time the ** and Advisor responded was after this complaint was filed. 

  There were two voicemails left for me on 2/27/23 after the complaint was filed and both had such condescending tones that I am afraid to come in to get it corrected after I spoke with ***** and told her to note that I will pay as I was not even initially asking for a refund, just for my complaint to be heard and for them to fix the issue.

  Thank you to ***** and ***** ONLY. Even she was afraid for how things would turn out for me once I filed the complaint. She and ***** were the only ***************** I came in contact with during my grueling, weeklong experience. The people in position to correct the issue (IN WHICH I OFFERED TO PAY FOR) did absolutely nothing until the complaint was filed. I am disappointed. I feel taken advantage of. 

  
  Sincerely,
  
  *****************************

  Business response

  03/29/2023

  We have reached back out the plaintiff on several occasions. Myself and ************** the Service manager have spoken with the customer. i have attached a summary of what actions where taken place on behalf of the dealership in regards to the complaint. Please let me know if you have any further questions thank you

• Initial Complaint

  08/24/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We bought a Pathfinder from this dealership that has major engine problems. This fact was hidden from us when we bought the car it didn't show up until several months later. Our mechanic said in his opinion additives were used to conceal the problem. We are to meet with the general manager to try and resolve this situation. I will report the results of this meeting

  Business response

  11/17/2022

  Business Response /* (1000, 11, 2022/09/21) */ In response to the above mentioned claim the customer purchased a 2018 Nissan Pathfinder from Five Star Nissan of Florence on 06/30/2021. The customer purchased a extended warranty on the vehicle that would cover the engine, transmission as well as other parts of the vehicle. The customer did not have the vehicle serviced at a dealership but let a family member service the oil changes which did not report to the carfax, there in turn the warranty claim was denied by the warranty company because they had no record of vehicle maintenance. The did not believe that this should b e the case in regards to the warranty. The customer was asked to come in to allow us the opportunity to explore options for them. We successfully got the customer approved for another vehicle but not to the customer liking on payment. We also called the customer the following day to offer and alternative to how they may get more for the vehicle in the claim by selling it elsewhere which would alleviate the higher payment. There was no way for us to give more with the record on file with the engine issue. This vehicle that was purchased had a great maintenance record before it was purchased. We gave the customer the pricing and payments on the write up that is given to every customer that we have in the showroom for purchase. I Lamon D**** the General Manager greeted the customers shook there hands and thanked them for coming in to see what could be resolved. We did all we could to help the customer in the issue. The reason again for the warranty company not honoring the warranty was that the customer did not properly have the maintenance recorded. Consumer Response /* (3000, 13, 2022/09/21) */ Yes I have heard from Five Star Nissan and they suggested that I take the vehicle to Carmax and trade it in to them. I responded that I thought it was unethical that they wanted me to try and dump the car on another dealer knowing that it had a defective engine. Consumer Response /* (3000, 15, 2022/09/21) */ I have read 5 Star Nissan's response and again I state that Nissan's own mechanic state that the slugs build up can be caused by many reasons. Also when we asked to see the maintenance records he stated was done they could not produce them. Also the amount of damage to the engine took longer than a year to happen. Last it is well documented on the internet countless complaints about the Pathfinder and slugs buildup

• Initial Complaint

  03/22/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  The miss leading information and lack of communication is the worst. Took my car in February because the check engine light on. They said it was an exhaust issue O2 sensor and other issues that was cause because of work that wasn't done the very first time I brought car in for repairs. During the first two weeks I didn't receive any updates, I had to call for an update and when I did they couldn't provide me with one. My boyfriend called right after I hang up and they told him the part needed was on backorder. called back a few days later about a loaner first was told they not sure, My boyfriend went up there spoke with Karen and she. Told him that they was going to give me a loaner the next day which would have been the March 15th and the part needed will be in on the 16th. He called later that week Karen said the loaner would be in later and I'll be call once it's ready. I guess it's still not ready. Here's biggest issue I have to catch a ride to and from work this my only child senior year and he'll be graduating in two months. When I call give me truthful information so I can prepare ahead of time with a sure way for me to get to and from work. Also why does it take for a man to call to get more incorrect detailed information. I have made two car payments since car been in shop, but struggling to find a ride to work. If I don't work I can't make my car payment. I had nothing but problems since I gotten this car.

  Business response

  07/10/2022

  Business Response /* (1000, 5, 2022/03/23) */ All of this was discussed 3/22. Loaner would be available 3/28. Part for repair is on national back order. Consumer Response /* (2000, 7, 2022/03/25) */ (The consumer indicated he/she ACCEPTED the response from the business.)

• Initial Complaint

  03/09/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I went to Five Star Nissan on Jan 24th to have my oil changed in my 2019 Nissan and have my brakes checked to have them done. After completing my oil change the technician said "Your brakes are fine you can go another oil change before you will need them done". About 2-3 weeks after that my brakes started rubbing and eventually sounding really bad and i knew it wasnt safe to drive my car. They told me I had 85,400 miles before I would need my brakes done. My car is at 83,400 and I not only needed my brakes done but also my rotors on both front and back of my car. I ended up having to take my car to the Toyota dealership and they told me that my brakes and rotors were so bad they could not let me leave out the parking lot without at least getting the back ones fixed. The entire job front and back was quoted at $815. I do not have that kind of money. Had Nissan done their job when I went in on 01/24 and changed my brakes then I wouldn't be in this predicament. I still need my front brakes and rotors done. I have contacted WIlliam L*** at Five Star multiple times and he has NOT reached back out to me. I am 8 months pregnant and I have a 3 year old clearly Nissan doesn't care about he safety of its customers my daughter and I could have been seriously injured if my brakes stopped working due to them not telling me a brake job was needed. I have photographs of the brake and rotors that were taken off my car and can clearly show you that they had to be in this condition when I took them to Nissan on 01/24.

  Business response

  07/10/2022

  Business Response /* (1000, 5, 2022/03/10) */ She did speak with Winston. He asked her to forward him the pictures and we would have taken care of the issue. The pictures have never came. We don't shy away from customers and definitely would not have turned down the work as that is how the technician get paid. Please forward the pictures so we can offer store credit. Consumer Response /* (3000, 7, 2022/03/11) */ (The consumer indicated he/she DID NOT accept the response from the business.) I have emailed the pictures to the email they was provided to me 1st email was sent on 03/04 and a follow up was sent on 03/07. I just got a response back today after emailing the email above for ***** ***** Business Response /* (4000, 9, 2022/03/14) */ We did recieve all of the necessary pictures and repair orders. A request for full refund has been submitted and a check will be mailed within the next 48 hours. We apologize for our oversite and will use this sitation as a coaching opportunity for our staff. Respectfully Submitted.

• Initial Complaint

  12/30/2021

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  The date of the transaction was December 4 2021, the car was bought off the internet, the description of the car claimed that it contained a technology package when i got home realized the car DID NOT have the technology package, contacted the dealer the following Monday they admitted it was in the description of the car and that it did Not contain the technology package but they were not willing to do anything about it which is false advertising!!

  Business response

  07/08/2022

  Business Response /* (1000, 5, 2021/12/31) */ Customer does not understand that the Technology Package is included in the Premium Package which the vehicle he purchased has. We offered to unwind the sale but customer declined that option. Consumer Response /* (3000, 7, 2022/01/04) */ (The consumer indicated he/she DID NOT accept the response from the business.) not an acceptable answer the car does not have what they advertised on the internet, they need to make a proper adjustment!send the car back in the short time they allowed was unreasonable! Business Response /* (4000, 10, 2022/02/22) */ Mr. ****** has everything on the vehicle that he requested. We have discussed many times with him that the options he requested are in packages labeled "Premium Package" and "Technology Package". He has a fully equipped 2021 Nissan Kicks SR. Respectfully submitted, Terry Consumer Response /* (4200, 12, 2022/02/23) */ (The consumer indicated he/she DID NOT accept the response from the business.) Their explanation is not factual they just will not compensate for the false advertising

*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. ↩