ComplaintsforCrest Nissan

• Initial Complaint

  01/07/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a vehicle from this dealership on 12/30/2022. I traded in a 2018 ********** Outlander Sport that I was aware I was a little upside down on. The reason I went ahead with the purchase of the 2020 Rouge was because ****** specifically told me I should because it would get rid of my negative equity. They worked out a "deal" that gave me a trade in value of $18k to cover most of my remaining loan on the Outlander Sport (which was $19,231). I was told the remaining $1231 would be added to my new loan, which is fine. What is not ok, is that they did not tell me to get this loan, they upped the price of the new car to cover the trade in difference, and now I am in even more negative equity that I was before. This last part was explained to me today by Brain, the ** of the store. I would be fine walking away from the car by paying the remainder of the $1231 and the title and taxes paid to ***** for the new car, but I was told I would have to pay over $9k to do so. Since I was directly lied to, I am not ok with this. They need to take the car back and cancel the loan.

  Business response

  01/11/2023

  I spoke with and emailed back and forth with **************** on January 7, 2023 and explained the entire situation to her. On December 30, 2022, **************** purchased a 2020 Rogue and traded in a 2018 ********** Outlander Sport for which she owed $7,300 over what the ********** was worth (Value: $12,000; Payoff: $19,300). ******, the salesperson assisting ****************, explained that trading out of the ********** and buying a higher re-sale value vehicle, like a Nissan Rogue, would put her in a better equity position moving forward. **************** decided a week later that she wanted to trade the Rogue for another Rogue with more options and was very upset that she still had negative equity. I explained to **************** that a week's time would not make over $7,000 in negative equity disappear. I have since spoke with ******, the salesperson, who insists that she did not (and would never) say that trading in a vehicle for another one would make $7,300 in negative equity disappear.
  I left off with **************** explaining that she could not just return a vehicle that she bought over a week ago without having to pay the difference of approximately $9,650 ($7,300 of negative equity coming from the **********, plus the tax, title and license). **************** offered to pay the difference of $6,000 instead of the $9,650, which I respectfully declined.
  We are still open to working with **************** to try and get her in to a vehicle that has all of the options she is hoping for, but are not interested in assuming the $7,300 of negative equity that she brought to the table.
  
  *************************
  General Manager
  Crest Nissan
  

  Customer response

  01/12/2023

  (The consumer indicated he/she DID NOT accept the response from the business.)
  Considering I was lied to regarding how much negative equity I would have and the fact that I would have never agreed to the deal if I knew, I do not think I should have to pay $7300 to get Crest to take the car back. The plan had always been (that I was encouraged to do by the dealer) to take this current car to remove the negative equity and then when I had a down payment, come back to trade it for an upgraded car. I am willing to pay $1300, which is what I was told the remainder of my negative equity would be, and the title and taxes already paid to the **************. I feel that is reasonable. Originally we had tried to buy a 2016 Rouge that had more features, but the bank would not approve that without a large down payment. That is when I was told about the plan I then followed of buying a less nice car to trade in later once I had the down payment. Again, I want to be reasonable and work with ***** to resolve this. Please see attached for the portion of the contract that states how much they agreed to take in trade.
  See Attachment/File: 20230112_113743.jpg

  Business response

  01/16/2023

  Crest Nissan has found your request to be unreasonable. We are going to respectfully decline your request.

• Initial Complaint

  01/04/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  11/10/22 gave Crest Nissan $5000.00 deposit on used 2009 Spectra, was told i could pick car up after safety inspection probably 1-2 days. 12 days later was told i could pick up car which i did and paid the $3200.00 balance owed. Upon driving home i found that there was an issue with the brakes that was dangerous to drive, i called and was told to return car for repair. I was going out of town for Thanksgiving so did not drive car and returned it when i got back in town, the car has been there ever since. I talked to a manager named *********************** and asked if they would refund my money so i could get another car and he refused. I purchased car Nov 12th and today is Jan 4th and i still dont have a car, have only driven car to and from dealer.

  Customer response

  01/13/2023

  Today is Jan 13th, after numerous contacts with Crest Nissans manager, ***********************, I still have not gotten any help getting the car or a refund for car i bought from them on Nov 12th, was told **** would buy the car back for $3000.00 and I paid them $8200.00 for it on Nov 22nd and only driven it home and back to them for a dangerous brake condition that made it unsafe to drive. I am a senior citizen and needed a reliable used car to drive to medical appointments which i have had to pay for transportation to for 2 months , I feel taken advantage of after trusting this was a reliable business, still have not received car

  Business response

  02/06/2023

  Crest Nissan purchased the vehicle back from ************, in accordance with his request.

  Customer response

  02/08/2023

  (The consumer indicated he/she DID NOT accept the response from the business.)
  I was given the option to pick up the car or take an offer of $6550.00 for the car, the offer is $1700.00 less than what I paid and I only drove the car home and back to the dealer, I have i had to pay insurance payments and rental car fees for over the 60 days they have had the car. I also never received a title for the car but was told the playes were delivered to dealer. On Jan 16th I accepted their offer and was told to come pick up the check from *******************, upon arriving I was then told they could pay me until I got the title for the car. It was Jan.16th and it had now been 60 days since purchase and no title which is the responsibility of the selling dealer to provide, they told me to go home and wait for title in mail, Jan 28th still no title and no car,I contacted *********************** ( manager) and was told until I received title I still owned the car so I told them I was picking car up, he told me to talk to ******************* ( finance manager) who told me it was not possible to pick up car because it had been sold, I asked how they could sell the car when I still have not received title and never got an answer. On Feb 6th I got title and ******************* drove to my house with it and gave me check for $6550.00 since I could no longer get the car I purchased on Nov 12 th and they kept until Jan 28th then sold it without a title to somone else, I feel this was very deceptive and was treated unfairly and unprofessionally. Crest Nissan at the very minimum should have refunded the original purchase price of the vehicle

• Initial Complaint

  08/27/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I bought a car and was driving it for 2 weeks then the bank decided they no longer wanted to finance the loan because I hadn't been at my new job for 90 days. I paid $1000 cash. When I returned their vehicle I was assured that I would be receiving my down payment in the form of a check by 5pm on 8/25. I have not received my money. When I called the sales manager Jeff ******* hung up in my face and blocked my phone number from calling. I would like my money to be returned.

  Business response

  11/03/2022

  Business Response /* (1000, 5, 2022/09/12) */ The customer's check was already in the process of being cut, signed and issued when this dispute was submitted. Ms. ***** was reimbursed her $1,000 down payment on August 30th.

• Initial Complaint

  08/27/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  8/13 - I looked at a Nissan CPO advertised car. I was told that the CPO inspection will happen after the purchase of the car. I did a test drive and I paid for the car on the same day. 8/17 - The car was delivered. The sales agent provided only one key. I checked with Nissan USA and they mentioned that "certified Pre-Owned vehicles are supposed to come with two keys and the Sales Department at your purchasing dealer is in the best position to provide you with the other one." The sales agent refused to provide the other key and asked me to pay for it. In the attached certification inspection checklist, the dealership has selected "meets standard" for criteria "Minimum two keys/ikeys or keyless remotes". I did not agree with the one key during the sale process. Since two keys are the minimum standard for a Nissan CPO vehicle, I am asking for the second set of keys. I am requesting you to not call me as I have experienced rudeness. Please email or SMS.

  Business response

  11/09/2022

  Business Response /* (1000, 5, 2022/09/13) */ We have tried to reach Mr. ******* via Text Message, in accordance with his request. We are prepared to honor Mr. *******'s request and get him a 2nd key for the 2019 Nissan Rogue that he purchased. All Mr. ******* needs to do is reply "Yes" to the text opt-in request that we have sent him and we can text him directions on how to get his 2nd key. Consumer Response /* (3000, 7, 2022/09/14) */ (The consumer indicated he/she DID NOT accept the response from the business.) I did not receive the message. My email id is ***************@gmail.com and cell number is XXXXXXXXXX Please send the instructions via either email or text.

• Initial Complaint

  08/02/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I went to Crest Nissan to get my brakes done after finding a coupon for $199 om the dealership page. Upon arriving I was told by the technician that it was a great time to come for brakes because it was only $209. He was unaware of the advertised special until I showed him. After checking its validity he said it was official and proceeded to take my car back to be fixed. Almost 4 hours later he comes back and tells me they would only resurface the rotors not install new ones for that price and mine could not be resurfaced and they it would be an additional $180 plus to install new rotors. The advertisement clearly states "INCLUDES INSTALLATION OF NISSAN VALUE ADVANTAGE BRAKE PADS AND ROTORS" nowhere on the advertisement does the word RESURFACE EXIST ANYWHERE!!! THE SERVICE MANAGER GAVE ME A GARBAGE EXCUSE ABOUT the FINE PRINT WHICH NEVER MENTIONS RESURFACING AT ALL. SUCH A BIG MISLEADING FALSE ADVERTISEMENT FOR A BIG DEALERSHIP AND A PETTY UNPROFESSIONAL RESPONSE BY THE SERVICE MANAGER REFUSING TO HONOR WHAT THE DEALERSHIP IS ADVERTISING.

  Business response

  09/01/2022

  Consumer Response /* (2000, 5, 2022/08/05) */ Service manager contacted me to honor the price and job they advertised. Thank you BBB

• Initial Complaint

  07/07/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Date of purchase 07/2/2022. We visited Crest Nissan to purchase a 2021 Jeep Grand Cherokee L. Window price was $50,487.00. We were told that we had to pay for Kahu connected $999, Zatek Ultimate $685, Zatek Interior $610, Crest Loyalty $695 and Crest protection $1995. I directly stated and pointed on the paper that we did not want the Dealer added accessories to Nassar a few times however we were told that we had to purchase it because it was already installed. The day we purchased the Jeep as I was driving an alert came on the dashboard stating that there was something wrong with the front left side of the bumper. I contacted Nassar/Creat Nissan right away and he told me to bring it in Tuesday 7/5 to get this quick issue fixed. Apparently it was a bigger issue than what he made it sound like because it is now at the shop getting fixed and I haven't even had this car for a week. I want a refund on Kahu connected $999, Zatek Ultimate $685, Zatek Interior $610, Crest Loyalty $695 and Crest protection $1995. The purchase amount should be revised due to the bumper not being a minor issue "click on" but actually a much more serious one to have it taken to the body shop. I spoke with Lance who said he would take off $4060 service contract and $780 maintenance removed on my contract as this was also unauthorized and fraudulent added to my contract. I want to make sure that was also done correctly as he did not want to provide me with a new contract of the amount changed and owed. This is my fourth car purchase with Nissan. All purchase agreement has been vey self explanatory and to the point. This contract and this dealership is the worst as it truly takes advantage of customers having the leaving uneasy.

  Business response

  08/29/2022

  Business Response /* (1000, 5, 2022/07/21) */ Crest Nissan cancelled all of the products that the customer did not want, for a full refund. Additionally, Crest Nissan paid a portion of the customer's service bill for the inconvenience. Customer should be satisfied with the resolution.

• Initial Complaint

  06/23/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On 6/8/2022 they sold me a vehicle(signed, financed, everything) which I was supposed to pick up on 6/12/2022. I was then informed it would be ready on 6/14/2022. Later that day I was told they couldn't sell me the vehicle because of some damage. I was told everything would be reversed and that my downpayment would be reversed. After this a called several times trying to get verification it was reversed and when the downpayment would be sent back. On 6/21/2022 I called the bank and they had no information on anything being reversed, I then called them yet again and was told it was reversed and that someone would call me that day. I received no call on 6/21/2022 or on 6/22/2022. Besides all this mess I changed my insurance policy to add the new vehicle. Because it was changed it caused my old policy to cancel and a new one to be written. After taking the vehicle off yet another policy was created back to what my original one was. Because all this mess with new policies and insurance rates changing daily the premium has gone up $240 a year. In additional to this I now also have multiple inquires on my credit report from various banks which may cause issues as I am still in the market for a vehicle.

  Business response

  08/05/2022

  Business Response /* (1000, 6, 2022/07/05) */ We have refunded the customer's full downpayment and voided all of the financing with the bank. No fees or any additional charges are owed by the customer and we have fulfilled their desired resolution. Consumer Response /* (2000, 8, 2022/07/06) */ (The consumer indicated he/she ACCEPTED the response from the business.) Took longer than expected and had problems with communications but the next day after this complaint was entered I recieved an updated from Crest that they were processing it and everything was then reversed in a timely manner with the bank.

• Initial Complaint

  06/06/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought a car didn't have it 2 months it has issues like coolant take it to service . Mind you it's under warranty & it's giving me coolant issues the service manager SHAWN IS HIS NAME TELLS ME IT BE FIXXED IN ABOUT 5 DAYS ITS BEEN 16 DAYS NOW MY CAR IS STILL HERE JUST TO HEAR WE ORDERED A BROKEN BOLT THIS WAS 10 DAYS AGO I CALL TODAY 6-6-22 SAME UPDATE WE WAITING ON A BOLT COME ON NOW 2 WEEKS IM STILL REQUIRED TO PAY 315 CAR NOTE & 250 INSURANCE WHY & I CANT & HAVENT DRIVEN THIS CAR IN FOUR WEEKS JUST SAD PLEASE HELP FOR OTHER WANT GET TREATED THIS WAY PLEASE TRYING TO KEEEP THE PIECE.. PLEASE

  Business response

  08/04/2022

  Business Response /* (1000, 7, 2022/06/23) */ Repairs have been completed and customer should be satisfied.

• Initial Complaint

  05/17/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Crest Nissan has caused mechanical/electrical damage to my vehicle during the service.

  Business response

  07/21/2022

  Business Response /* (1000, 7, 2022/06/02) */ Mr. ******** visited Crest Nissan on 9/4/2021 to have his oil changed and to have a recall completed, which involved replacing the small spring on the latch that opens and closes the hood. He took his 2014 Nissan Altima and we did not here from him until 5/11/2022 (over 8 months later) when Mr. ******** came in for a service appointment demanding that we diagnose and fix a light that had illuminated on his dash. The light was for a Key System Error indicating that there was an issue with the Intelligent Key System. Mr. ******** insisted that it was Crest Nissan's fault that this light had come on 8 months after his oil change and spring replacement. The Service Advisor tried to explain that the oil change and spring replacement could not have triggered this issue, especially 8 months later. Mr. ******** became argumentative with the Service Advisor, to the extent that the Service Manager, Steve S******, had to get involved. Steve proceeded to explain to Mr. ******** that the service work completed on 9/4/2021 could not have triggered this warning light for the key but offered to diagnose the issue for the $169.99 standard diagnostic fee. Steve further explained that if it was found that Crest Nissan was responsible for the Key System Error light, he would gladly waive the $169.99 diagnostic fee. At this point, Mr. ******** became belligerent. It should also be noted that during this 8-month lapse from when the oil change and recall were completed to when it was brought to Crest Nissan's attention, Mr. ******** had his vehicle serviced at 2 separate repair facilities (Caliber Auto Care Frisco and Nissan of McKinney). I have included a copy of the CarFax for reference. Consumer Response /* (3000, 9, 2022/06/06) */ (The consumer indicated he/she DID NOT accept the response from the business.) Whatever Crest Nissan was stating was mostly false. To start with Crest Nissan on 09/04/21 performed not only oil change and warranty recall but also multi-point inspection as shown in attachment. Crest Nissan keep referencing 8-months after/lapse, but the reality is that they heard me on day 1 on 09/04/21 itself. Details below to prove. The vehicle was only serviced by one facility after 09/04/21 and before 05/11/22 instead of 2 that Crest Nissan referencing It was simply not true that I waited 8 months to bring it to their attention about Illuminated light. After completion of service on 09/04/21, and when I was ready to leave I notice a Warning light popped-up that says "I-Key system error:See Owner's Manual" in the dash board. I did not have this warning light before I get to them, and never seen that message on my vehicle ever before. When asked about it, the service advisor (Drake) just changed batteries on my car key fab, but it did not go away. Then he got his service manager who told me that it costs $169.99 to diagnose the issue as he did not believe they have caused it even though it was clearly evident it happened right at their possession. I have opened a Case # XXXXXXXX with Nissan of North America on 09/15/21 against Crest Nissan for what they have done, but they could not help me much other than saying that they contacted dealer and asked me to talk to the dealer again. When I reached out the service manager by phone back in September 2021, he said that he would waive the diagnostic fee of $169.99 only if they have caused for it for what they have done. Since warning light is not causing me an issue for driving other than annoying to see I decided to wait until it's time for my next oil change. Keeping in mind with that, when I visited Crest Nissan on 05/11, the service advisor was making sarcastic comments and comparisons saying that I came after 1 year with that issue without knowing any history of what happened. Btw, the service advisors are different on 09/04/21 and 05/11/22. This time, when the service manager arrives, he simply said that I have to pay the diagnostic fee for them to fix without any other option. I refused to pay that amount since they have caused it, and I lost trust on them, so left their place to have oil change service done at different place (Nissan of Mckinney) on the same day 05/11/22. I have never stated in my conversations with Crest Nissan that the warning light came on after 8 months as it has been that way since 09/04/21. Also, Crest Nissan in-correctly claiming that during 8-month lapse, my vehicle serviced at 2 repair facilities. I went to only one place for a head-light bulb replacement as attached. Again, this visit has no relevance as the issue happened on 09/04/21 itself.

• Initial Complaint

  04/28/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I was searching for a car when I decided to do business with this location on March 5th I gave a 2k down payment on a 2017 Murano. However, the dealership sold that vehicle and gave me another 2018 Murano. I signed my contract on 3/16 taking possession of my car added insurance and everything. I received an emergency call regarding my father's health and New Orleans and drove to New Orleans on 3/17/2022 returning to Texas 3/21/2022. The dealership contacted me asking me for proof of income on 3/19/22 while I was in New Orleans. The bank sent my employer an email which they verified on 3/22/22. The dealership stated the income was verified. The dealership contacted me again on 3/27/22 stated the income wasn't verified, by this time I went back to New Orleans for a death in my family. The dealership stated they couldn't accept a 1099 and I had to provide check stubs. My employer made me some check stubs for the dealership which Ryan (finance manager supervisor) & Anus (finance manager) were aware of. The dealership then said the format of the check stubs were unacceptable. The first week in April the dealer started sending threatening messages stating I had to return the car. I advised I was in New Orleans and I can return the vehicle on Monday. Every time I called the dealership regarding my vehicle I would get no response. They only sent threatening messages. Once I returned to Texas the dealership repo'd the vehicle April 16th. I went to the dealership on 4/28/22 regarding my refund for my down payment of 2k. Ryan stated not only was he not returning my refund but I owe an additional $558.00 for repo fees. He stated I was being tracked in New Orleans and they were charging me mileage as well. He stated since the money came out of his own pocket he would not refund my money. I deliver packages in my own vehicle for a living. The dealer stated the vehicle had 6k miles on it however, after I purchased the vehicle with my signed contract I went out of town in "my car".

  Business response

  06/15/2022

  Business Response /* (1000, 5, 2022/05/12) */ Ms. ***** purchased the 2018 Nissan Murano from Crest Nissan on 3/16/2022 and was conditionally approved through Global Lending pending verification of income. Ms. ***** provided paycheck stubs for verification of income that we submitted to Global Lending. During the underwriting process of the loan, Global Lending determined the documents to be fraudulently produced. We reached out to Ms. ***** via phone and text, multiple times, throughout the last week of March. Once we notified her that the documents were not going to be accepted by the bank and that we were going to report the vehicle stolen if she did not return it, she ceased communication with Crest Nissan and left the State of Texas on April 5th. In our efforts to get our vehicle back, we tracked the vehicle to New Orleans and sent a repossession company to find it. The vehicle was being driven for almost 2 weeks for 12-14 hours/day for business purposes. We finally recovered our vehicle in Arlington, TX on April 16th. In this time, Ms. ***** put 6,432 miles on the vehicle, sustained minor bumper damage and trashed the inside of the vehicle with smoke, ash and drug residue. We gave Ms. ***** multiple opportunities to return the vehicle before reporting it stolen on 4/11/2022. Crest Nissan has calculated $1,608 in mileage charges (6,432 miles @ $.25/mile) and incurred $950 in repossession fees. This does not include the cosmetic repairs, additional service done, cleaning fees and countless employee time wasted to repossess our vehicle. All of this information has been turned over to our legal team and Crest Nissan is requesting $558 in additional fees that were not recovered by the down payment tendered. Crest Nissan has also turned over the falsified documents to the local authorities to pursue on a criminal level.

*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. ↩