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:09/30/2024

  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 was out if town on vacation when my power steering system started having issues.July 22, 2024 I took my 2014 Nissan Frontier to Cedar Park Nissan for Diagnosis and Repair to the Power Steering System. Spoke with Service Manager **** May.I was told the power steering pump and power steeeing rack needed immediate attention. I was told the work done came with a 12 month ****** mile warranty. Also printed on reciept. Truck was picked up July 24, 2024.After I got back home, I noticed the power steering system was still leaking, I also noticed my wheel lock key was missing.Cedar Park Nissan stated I need to take my Frontier to another Nissan Dealership for Diagnosis.July 26, 2024 I took my 2014 Nissan Frontier to **** ******* Nissan in ********* *****, for diagnosis and repair. I spoke with Service Manager ********* ****.Diagnosis was a missing bolt in the power steering pump and missing O-Ring in the return line.Could not get Cedar Park Nissan to honor their Warranty. Left messages and asked for call backs. So I had to pay for the repair, to fix my truck properly.**** ******* Nissan $99.00 for Diagnosis $6.23 O-Ring $12.85 ****************** Steering Fluid $8.75 Labor to install missing bolt/O-Ring $385.00 Plus Taxes and EPA Fees Also noted was the repairs done at Cedar Park Nissan were not done with all Nissan Parts. The Power Steering rack and rods were purchased at Adavanced Auto Parts per **** May.There is a pricing issue. Advanced Auto Parts quote for the rack was $497.99, Cedar Park Nissan billed me $986.21 the rack came with inner tie rods. I was billed $159.99 X 2 for Rods. Advanced Auto Parts Outter Tie Rods were $31.49 each. Cedar Park Nissan would not explain this. Also Advanced Auto parts came with a limited life time warranty. **** May did not give me this information.I would like Cedar Park to honor their warranty. Pay for the additonal repairs and adjust parts costs. Information to the best of my knowledge. See images.

  Business Response

  Date: 09/30/2024

  Good afternoon. We have already refunded this customer in addition to applying a discount of $300 on the original sale. As for his claim that we aren't honoring the 12-month 12,000-mile warranty that is incorrect. The repair order that the customer provided has the information regarding this warranty. It states about halfway through the description that the repair must but completed in our shop in order to be covered. I also understand he is frustrated in the pricing however people charge different pricing for items all the time and just because his local parts store had some sort of pricing special doesn't mean that is the going rate of pricing in our area. I feel like we have helped him in every way possible by refunding money to him already in addition to the discount he received at the time he agreed to pay for everything.

  Customer Answer

  Date: 10/07/2024

  Complaint: 22355863
  
  I am rejecting this response because:
  

  I have never got a refund for the repairs done at **** ******* Nissan. Cedar Park Nissan tried to bill me for the core charges which I caught. I asked if the parts they took off were in the back if my truck or they need to remove the core charges which the did. 
  

  They gave me 10% off to discount  to sell me on having the service done there.  
  

  **** May knew I was on vacation and did not live there, my address is on the recieptZane May stated to me and my brother the warranty was good at all Nissan dealerships, so I had the repairs done there.

  The warranty was verbal prior to repairs being done. I did not get the reciept untill after I paid the bill. 

  When I noticed the power steering system leaking when I got home. Cedar Park Nissan stated I needed to to take it to a Nissan Dealership. 

  Cedar Park Nissan sold the service and repairs but did not back the work they did. There were missing parts! All is documented on the reciepts from **** ******* Nissan in ********* Tx.

  It was a safety issue parts were missing. The power steering pump saturated the alternator, the was a bolt missing and with the missing wheel lock key I am glad I got home ok.
  

  I could not get Cedar Park Nissan to respond to me or the Service Manager at **** ******* Nissan and I could not drive it back to Cedar Park Nissan. 

  Again parts were missing from the repair Cedar Park did and documented by a Nissan Service Tech and Service Manager. 
  

  I paid Cedar Park good money to have the repairs done correctly. I should not have to pay another Nissan Dealership to fix the repairs Cedar Park Nissan did.

  So is Cedar Park Nissan stating the prices at Advanced auto parts store in Cedar ******* is different than the one in ********* **? There is a big mark up on price? Where is my limited lifetime warranty on the parts purchased at Advanced Auto Parts?

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

  Business Response

  Date: 10/07/2024

  We provided a copy of the receipt showing that you received a refund from Cedar Park Nissan. We can't control you if are getting a refund from a separate Nissan store. We are not going to provide any further refunds. Please close the case

  Customer Answer

  Date: 10/07/2024

  Complaint: 22355863
  
  I am rejecting this response because:
  

  The refund was for the core charges only. I already explained this. 

  Please provide a refund that was not the core charges. Why did you charge me for the cores? I did not ask for the parts back. I am glad I caught this error. 

  I highlighted the core charges on the bill from Cedar Park Nissan. $75.00 and $95.00

  I only have the bill that I provided. 

  The $300 discount was the 10% off **** May offered as a coupon for services done. Its noted as a VIP discount. Not a refund. 

  This is getting off topic. The work was not done correctly. There were missing parts. All documented at **** ******* Nissan in ********** 
  

  The missing parts caused this issue. Not the refund on the cores or the VIP Discount. The missing parts. 
  

  BBB please contact ********* **** at **** ******* Nissan in *********. He is the one who has everything documented.

  Do not close this case it has not been resolved in anyway.
  

  Regards, 

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

  Business Response

  Date: 10/08/2024

  The refund that we already applied is $184.03 this is for the core charges. You also received a $300 discount at the time of service which is why we are not proceeding with any further refunds.

  Customer Answer

  Date: 10/08/2024

  Complaint: 22355863
  
  I am rejecting this response because:

  Again I should have never been charged for the cores. I never requested the parts back. So that has no bearing on my complaint. And really was not a refund but a correction to the miss billing done at Cedar Parks Nissan. 
  

  The work done at **** ******* Nissan was to fix and correct the work done at Cedar Park Nissan.

  Both are Nissan Dealerships with ******************* in ******

  The part that was repaired was the power steering pump. The missing O-Ring is what caused the problem. The missing bolt was found as well. That was a Nissan Part. But installed incorrectly. And documented by a Nissan Service tech and Service Manager. Again a Nissan part not Advanced Auto.

  Again Missing Parts created the issue. **** May is the one who told me parts came from Advanced Auto Parts.  I then checked prices at Advanced Auto Parts in *********. The huge ***** **** up raised questions. I provided the Quote from ******************* in *********. Unsure where Cedar Park Nissan got that I got a quote from a local parts store and had some sort of pricing special.. when I provided the quote and where it came from.

  I called Advanced Auto Parts on Whitestone in Cedar Park ***** *************) today and Spoke to a *********. Rack price there was $489.99 and outer tie rods were the $31.49. So again I question the parts I was billed for and the huge mark ********************* style="font-size: *****rem; -webkit-text-size-adjust: 100%;">I would have never known where the parts came from it was not on the bill. But **** May provided me with this information. Creating the complaint for the Billing Adjustment. 
  

  I believe I have provided all information to the BBB and Cedar Park Nissan regarding my complaint to the best of my knowledge. 
  

  The complaint is not resolved. 

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

• Initial Complaint

  Date:08/13/2024

  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.

  We took our car in to the ************** on May 17, 2024 for a routine oil change. While we were there, we requested a spare *** key. We paid $380 which included the fee for the *** itself and the fee to reset the code so that it worked on our car. They also reset our original key *** that we provided for the oil change work. What they didn't tell us is that we needed to include all of our keys when they conducted this reset. Once home, we tried using the other original key *** that had been left at home. When it didn't work, we called the service center. They right away knew the issue - that the other original *** at home hadn't been set to match the ***s they reset. We called and the service person we spoke to said we just needed to come into the office to get our other original key set to match the other two. When we went down to the service center in person, the service manager (************) said they would be charging us another $119 to have that original key fixed to match the other two. When we asked to speak to the service manager's boss, he told us he was the manager of this location and that the only thing we could do would be to call Nissan ***. When we called, we lodged a complaint but Nissan *** CAN'T DO ANYTHING TO get the Cedar Park Nissan location to actually help us resolve this issue. This is an issue because the Cedar Park Nissan service center didn't inform us we had to have ALL KEY ***s present before they reprogrammed all of them to match. Seems like a simple piece of information they should have provided. And they went back on their word -- over the phone they told us they would fix the issue, but when we actually got down there, they wanted to charge us more for their mistake.

  Business Response

  Date: 08/13/2024

  Good afternoon,

   

  My apologies for the inconvenience. I spoke to our service director ****** and he said he is trying to reach out to you to offer the reprogramming for your 3rd key fob at no charge to you. If you would like to just come in with all three fobs they can get it programmed properly.

• Initial Complaint

  Date:04/30/2024

  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 brought my track for the water leak issue to this dealership. A diagnosed the issue and they gave me a quote for $825 for the repair. My truck was there for a few days, they ordered the parts. And repair my truck. I got my truck back and it was the same issue after 2 days. I brought back my truck to the dealership. And I checked the party replace. Actually, there was no replacement. They use the old part and they charge me for the similar part. When I told them about this issue they say okay, leave your truck here and then we will diagnose it again. They called me after 2 days. They said this is not the right issue. You have to replace your engine and you have to pay $11000. If there was a engine issue why they didn't point at the first pland now they messed up with my engine and they said we did the wrong diagnose the beginning. We are willing to pay your money back and pick up your truck.

  Business Response

  Date: 05/21/2024

  ****************,

  I am sorry for the inconvenience this has caused you. After speaking with our service director he indicated that we have refunded the money you spent for the water leak. We presented options to help further diagnose your issue if you would like but at this time we hope we have resolved your issue if you choose not allow us to further diagnose the issue.

  Customer Answer

  Date: 05/22/2024

  Complaint: 21645029
  
  I am rejecting this response because:
  
  Regards,
  
  *********************

• Initial Complaint

  Date:12/27/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  On October 27, 2022 I purchased a 2015 Nissan Pathfinder (VIN *****************) from ******************** (**********************************************************). ** that time the vehicle odometer reading was ****** miles. ** no time on or after the purchase did the manufacturer, Nissan North ************** inform me of any issue with the *** transmission system of this particular vehicle, as documented exclusively through class action lawsuits.Earlier this year we began experiencing unexplained issues with the vehicle, such as it having a slight delay or lurching upon acceleration. We mentioned this when having regular service such as oil changes done. The technicians said it was likely a clogged fuel injector and we had fuel injector cleaners added. We have gotten complete, regular service maintenance done on the vehicle since its purchase.On October 13, 2023, the vehicle completely broke down while driving and would not drive. We had it towed to an auto repair shop who diagnosed it as transmission failure. Therefore, we then had it towed to Cedar Park Nissan (***************************, Cedar Park, ** ***** ) for diagnosis and repair.We received a diagnosis that the *** transmission had completely gone out on the vehicle and needed to be replaced. ** this point, we discovered that there are well-documented and severe issues on the 2015 Pathfinder (along with other model years of Pathfinders and Rogues). The *** transmission problem was so severe that tens of thousands of consumer complaints have been made against Nissan and a class action lawsuit was filed (******** v. Nissan North ******** ***** Due to this lawsuit, Nissan agreed to extend the terms of the ******************* Warranty for the transmission assembly of 2015-2018 model year Nissan Pathfinder vehicles: The original coverage of 60 months or ****** miles, whichever comes first, will be extended to 84 months or ****** miles, whichever comes first.

• Initial Complaint

  Date:12/11/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  09/19/22 - Took the vehicle to diagnose check engine light on. Service advisor *********************** found code for misfire on cylinder #2, cleared code and recommended driving the vehicle to see if it occurred again. Paid $289 for rear brake work. - This work did not fix the problem.10/22/22 - Took vehicle to diagnose check engine light on and Multi-point inspection. Service Advisor ***********************. No charge, problem still not fixed.12/14/22 - Took vehicle to diagnose check engine light on. Service advisor ***********************. Advisor mentioned cylinder # 2 misfire (same as before). Replaced coil assembly, gasket and replaced spark plugs. Paid $1,045. The work still did not fix the problem.12/27/22 - Took vehicle to diagnose check engine light on. Service advisor *************************. He stated they found a small leak from injector causing a miss on cold start, ***** recommended to replace injector. Paid $600.33. The work still did not fix the problem. 05/26/23 - Took vehicle to diagnose check engine light on. Service advisor *************************. Recommended replacing injector #2 connector and inspect the corresponding injectors at the **** ***** stated they found PCV valve to be clogged, tried cleaning but did not work. Found PCV hose collapsed. Replaced PCV valve and hose. Replaced intake duct boot assembly. Paid $699.23 16/06/23 - ************************* gave us a car for a month while Nissan tech analyzed issue. Ran ************** cleaner in engine, test drove until all monitors were ready to pass state inspection. No charge. 12/06/23 - Engine line was back on since September 2023. Finally took it back and decided to talk to *************************** (General Manager). He was going to have high ranking nissan tech inspect vehicle. Gave as loaner car. On Friday, ***** called me and stated there was something cracked that would cost 4.5k to fix. I want my money back, $2344. I don't trust your company anymore, You are NOT trustworthy. You have caused added stress, pain and suffering that is making me ill.

• Initial Complaint

  Date:06/02/2023

  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.

  On 5/29/2023 my wife and I purchased a used vehicle from Cedar Park Nissan. During the sales process we were shown a CarFax report that the vehicle had no accidents. We purchased the vehicle and while going through the paperwork in the glove box we found an insurance claim estimate for accident repairs. The repairs included the front bumper, grille, both headlights, the hood, and the left front fender. The total cost of repairs was $7,199.67. Also, we noticed that the hood panel is not correctly installed, which strongly suggests it was replaced.This accident reduces the cars actual value by $3,875 (per wreckcheck.com). We were overcharged this amount for the vehicle, and the additional taxes and interest are roughly $1,414.In addition, on arriving home from the dealer on 5/30/2023 we found a nail in the right front tire which required replacement at a cost of roughly $260.We feel we were fraudulently sold a vehicle the dealer knew was damaged (there was current paperwork placed in the glove box). Had we known about the accident we would not have purchased the car. At the least we would not have paid the negotiated price.I attempted to speak with ***************************, the general manager, twice on 5/30/2023, but he has not returned my calls.We would like to return this vehicle and get a refund of our down payment as well as reimbursement for the replaced tire.Any information or advice would be greatly appreciated.Sincerely,*************************

  Business Response

  Date: 06/29/2023

  The vehicle came from auction and then went through our certified preowned inspection. Part of which requires a clean Carfax which this vehicle has. Also our normal process is that when a car comes in our make ready team is to thoroughly clean the vehicle including discarding any personal information from its previous owners. It is unfortunate we didnt clean this one the way we do but my point is we absolutely didnt maliciously just sell a car with known damage. It clearly passes the *** process and is backed by Nissan should it have mechanical failures. His claim of the car losing value isnt necessarily true either because we certainly paid the normal market price for the vehicle. Largely due to the fact that whatever work was done if any was done right and it wasnt claimed by insurance or affect the Carfax.
   
  All this to say we will not be unwinding the sale or offering any money back to this customer.
  

  
  

• Initial Complaint

  Date:04/12/2023

  Type:Product Issues
  Status:

  UnresolvedMore 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 bought a used car from NISSAN of CEDAR PARK on 1/13/2023 for $8500. The car was sold as a s***le owner, no accident car. However, the car broke down on 2/28/2023 due to miss*** coolant. I reached out to Nissan for resolution. However they just kept dragg*** the issue. They initially promised to help resolve the issue, but asked me time to verify the actual issue, and kept dragg*** the diagnostic. The car was sold as a s***le owner no-accident car with all inspections and servic*** done by Nissan before sale. It is very highly unlikely that such a car breaks down after a month. After follow-*** up with Nissan and gett*** the list of services done, it is clear that the car had an accident that also had a damage for radiator. I have attached the repair work order I received from Nissan Service team, which shows replacement and paint*** of front bumper, repair to radiator and repair to fix door not open***. I have attached the work order and the car fax report that was shared by the dealership as proof of s***le ownership and no accidents. The work order (attached) clearly shows that they replaced the front bumper and radiator cover among other th***s. It also states that the door won't open, which clearly shows that the car had an accident affect*** the radiator. This clearly shows that the dealership gave me false information dur*** the sale and showed a carfax report which shows an accident free car, though the work order shows the car had an accident that required front bumper replacement, and radiator work. After multiple weeks of dragg*** the issue, I took an appointment with the ** and discussed options. However the ** did not provide any reasonable option and backtracked from previous committments say*** his employees made a mistake in provid*** those options. When I requested to provide the options in an email or writ***, he called police to remove me from the dealership and forced me to sell the car back to him for $3000

  Business Response

  Date: 04/14/2023

  We already spoke to this customer. I had to call the City of ********************** ********************** just to get him out of my office. Then he decided to accept our offer to buy the vehicle back from him.
  

  
  When we sold it the vehicle passed stat inspection. He declined buying a warranty. Then put a couple thousand miles on it before it overheated. Now he wants to buy a warranty and try to make them cover it which they wont do. This is the reason I bought it back from him. He is upset it wasnt for more but I cant help that its a used car that broke down. It had a ton of miles on it when he purchased it and didnt want to buy the service contract. I think he is trying to get more money after the fact which isnt really a viable solution.
  
  ***************************
  General Manager
  Cedar Park Nissan
  

  
  

  Customer Answer

  Date: 04/17/2023

  Complaint: 19925432
  
  I am rejecting this response because the response did not address the concern raised by me. The car was sold as accident free, but the repaid work order sent by the service department clearly shows that the car has an accident that required front bumper replacement, radiator and front door repair. The reason the car broke down is due to no coolant, which is directly related to the issue with radiator. The dealership sold the car in bad faith misrepresenting it as an accident free car, and hiding the accident/repair to the car. I am requesting BBB to help with getting the dealership review and help provide the resolution for it.

  As you can see in the response, the sales team and management were unprofessional and used intimidation, aggression and bullying. Though the sale agent promised to help through the process, the resolution was delayed asking more time to confirm the issue with the car and backtracked on all the promises made. The agent and the manager promised to apply warranty and fix it, which the General Manager retracted later. I have attached the email from the ** confirming its also a mistake from his sales team. You can also se that they offered to pay **** in email (which is way below **** which I originally paid), but when I went to the store they brought it down to ****.  I requested him to provide the options in writing, and he confirmed that he already sent an email, but when I informed him that I don't see in my inbox, he backtracked, threatened and called the the police to remove me from the dealership. Basically, he misused police to get me agree to an option that I did not like. 

  Please let me know if you need more details.

   

  
  
  Regards,
  
  Sirajul *****************************

• Initial Complaint

  Date:01/17/2023

  Type:Billing 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.

  I took my 2022 Nissan Rogue SV to Cedar Park Nissan on January 6, 2023 for their ****** routine maintenance. While there, they recommended additional services. I went ahead and accepted the services. Over $600 later, I get home and my Rogue is driving awful! The steering wheel was making all kinds of ruckus, the Rogue was rattling when hitting bumps or coming to a stop. I took time out of my day the next day to take it back to Nissan. They originally told me nothing was wrong with it and I had to test drive it with their mechanic. As we were test driving it, I pointed out all the ruckus. Turns out when the mechanic that originally worked on it the day before was completing maintenance, he accidentally knocked the bolt loose that holds the steering wheel. This is 100% a safety concern and the only thing Nissan did was offer me a free oil change at my next visit. Problem is, Im not going back! I want partial refund for the time wasted and the safety concerns this presented.

  Business Response

  Date: 03/02/2023

  Hello,
   
  The customers invoice was $610.25. We will be refunding this in full. Please let the customer know to call ************ or ************ and we will get that processed over the phone.
   
  *****************
  After Sales Director
  Cedar Park Nissan
  ************
  

  
  

  Customer Answer

  Date: 03/03/2023

  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,
  
  *****************************