Complaints

This profile includes complaints for Five Star Nissan of Florence's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Five Star Nissan of Florence

  311 N Cashua Dr Florence, SC 29501

  
• 

  Five Star Nissan of Florence

  PO Box 6495 Florence, SC 29502-6495

  

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:09/09/2024

  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.

  In early February of 2024 I took my paid off 2019 Nissan Altima in for an ABS light service. I was quoted a repair out of pocket cost of $3k. I advised the mechanic that I had a warranty and that the repair should be covered. The mechanic advised me that the repairs were not a warranty covered service and introduced me to the salesperson AZ. AZ coerced me into trading my car for a showroom floor 2024 Nissan Pathfinder. After a lot of back and forth AZ then offered me the trade off for a monthly fee a little over $500 and down payment of $1k. I agreed to move forward with the deal. AZ forced my plate tags off with an screwdriver and in the process damaged the grill of the Altima. Once she put the plates on the Pathfinder AZ told me to bring the car back for detailing the next day. I brought the car back the next day and was told that I would need to speak with ***** ******** the Regional Manager. ***** took the initial contract that was made with ** and I. He then presented a new contract that had a monthly price over $900 for the **********. When I advised that I did not agree with the new terms ***** stated that the dealership was voiding deal that took place with AZ and I. He advised a representative from the service department to bring me my 2019 Nissan Altima. While awaiting on my vehicle the Service manager ********* ****** came to the waiting area discussing my personal business in a room full of people. She advised that they were able to find my warranty and that instead of the quoted $3k I would only have to pay $100. I took ********* about the damage to the grill that was done by AZ and she called me a liar. After that encounter I drove my Altima off the lot. I returned the next day and spoke with ***** again to address the initial ABS issue, the damage done to the grill and other issues that I discovered after receiving my car back. He referred me to ********* ******. Her tone was nasty and racist and she threatened to call the police so I left.

  Business Response

  Date: 10/11/2024

    There was a mistake made with the warranty company, but once the service manager was able to correct it, we made her aware of the situation and told her it was up to her if wanted to keep the new car.  She decided she did not, so we had the contract cancelled and fixed her original car.  I called Mrs. ****** and asked her if she could bring the car by so we could ***** the damage she is speaking of and she advised me that she was out of the state.  I asked if she could possibly send me pictures and she hung up on me.  We deeply regret the mistake with the warranty, but do feel that we tried to do our best to rectify the mistake as soon as humanly possible and Mrs. ****** was able to take her original car home repaired and there was no additional cost.  I reached out in good faith trying to see about repairing the grill damage she spoke of, but she will not speak to me. We always take pride in going above and beyond for our customers and feel that we did so in this situation.

• Initial Complaint

  Date:07/22/2024

  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.

  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

  Date: 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 Answer

  Date: 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 Answer

  Date: 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 Answer

  Date: 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 Answer

  Date: 08/23/2024

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

   

• Initial Complaint

  Date:02/27/2023

  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.

  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

  Date: 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 Answer

  Date: 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

  Date: 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

  Date:08/24/2022

  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.

  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

  Date: 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