ComplaintsforCentral Houston Nissan

• Initial Complaint

  01/04/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Unresolved

  More info

  This dealership still has my drivers license, I need it back ASAP. I came in and sat with Rupesh ******* on December 28th starting at approximately 1pm to start a lease but the lease never materialized. Rupesh ******* turned the test drive for a lease into a purchase of an Altima, after the initial test drive, he claimed it would be a better deal than a lease, I have no idea because I’ve never leased. I only came in to inquire. So, Rupesh wrote up the terms similar to my trade in for the Altima on paper, I signed it and he rushed off. While waiting, he would come back from time to time with small talk about the process, asked me a few questions and left again. When he came back the next time, he told me that finance said they could get me a better deal with a bigger vehicle due to the special such as a Nissan Rogue, I told him I already have one. I told him I could look into it if the terms were good, so he runs and gets a Rogue and we test drive. When we come back from the test drive he asks me for my home address and my drivers license and a few additional questions. I gave him the DL and answered the questions. I told him I really would prefer a lease, but he kept pushing me for a purchase so I went along, in the meantime I kept trying to get a final answer on the overall prices of these vehicles but he provided them at the end. After it was all said and done, he did not accomplish the lease as intended, or approval for the purchase of the Altima or the Rogue. I told him several times that I was recently divorced during the process, even before we started. He knew that from the start, I’m the one that didn’t know leases were not an option. Rupesh gives me back my keys for my trade only, appearing angry. So I left. The next day I came back in after realizing he had not given me back the DL, he said he did by sliding it on the table to me on the 28th, he did not. He said I took it off the table. That should be clearly observable. I need my DL back.. Thank you

  Business response

  01/09/2024

  We extend our sincere apologies for any inconvenience you may have experienced during your recent visit. Recognizing that interpersonal dynamics can occasionally present challenges, we understand that not every interaction is seamlessly harmonious. Our earnest hope is that both parties can approach any differences without taking things personally or harboring any animosity towards each other.
  We acknowledge that your collaboration with Desmond may have been a more positive experience, and we aspire for such relationships to flourish further. At the core of our commitment is the pursuit of fostering optimal matches, and we regret any shortcomings in meeting your specific needs and requests. Please accept this expression of regret as our humble attempt to address any dissatisfaction.
  Regarding the matter of the missing driver's license, we kindly request that you communicate directly with us to confirm its status, allowing us to promptly facilitate appropriate solutions. Your cooperation in this matter is greatly appreciated.
  In conclusion, we want to express our gratitude for your service, and we remain dedicated to ensuring that your interactions with our organization are characterized by professionalism and satisfaction. We value your feedback and are committed to continuous improvement. If there are any further concerns or issues that require attention, please do not hesitate to inform us, as we are here to assist and enhance your experience with us.

  Customer response

  02/06/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  
  
  [Provide details of why you are not satisfied with this resolution.]

   

  My apologies for the late response, I have been out of town. Rupesh ******* at Central Houston Nissan has stolen my drivers license. I submitted it to him, he did not return it on December 28th. Rupesh claims he put it on the table, my drivers license was NOT returned to me. I came in the next day to retrieve my drivers license and he said he didn’t have it, he put it on the table. This man is lying and is broken. I have not received a call or email from the supervisor or manager of this employee, nor have I received an email or phone call from the business relations department of this dealership regarding my drivers license. There is a culture at this dealership that is deceptive. Unfortunately, it’s not just Rupesh. Mr. ******* wanted to trick me into buying a car that I was not initially intending to buy, I came in for a lease only. Rupesh ******* was hungry for a sale. In fact, there are other ways to make a living if you can’t sell cars effectively. My phone number has not changed, it is ************. Was any video footage provided to BBB before I proceed with legal action?

   

  
  
   

  
  

• Initial Complaint

  11/03/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Yes my name is Luis ****** and I purchased a brand new Nissan Frontier truck on 4/18/2023 and the dealership took on their part to sneak in the auto extended warranty in the amount of $4,500 when I didn’t want it,and I went back on 5/27/2023 to request cancellation for extended warranty and gap insurance which was another $995.So they lied to me about refunding the amount of $5,495 back to the lien holder that financed my truck and I’m asking BBB to step in this matter and help me get that money put back in the principal of the truck.

  Business response

  11/22/2023

  We have currently reviewed your most recent complaint and would love to speak with you regarding the situation. You will be getting a call very soon to discuss this matter. Rest assure that we are going to process your request.

• Initial Complaint

  12/29/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Unresolved

  More info

  Service request for brakes and tire leaking on 12-22-2022. Tire was "plugged" after car being ready to leave, and tire was almost flat. Drove to ******** **** who said tire was not safe. We were lucky there was not an incident from our compromised safety. When confronted with the service issue, they would not do anything. We are requesting refund of our service ticket, amount of $333.

  Business response

  01/04/2023

  Dear Mr. *****,

  Our goal is to provide quality service and it seems that we did not do that in your situation. We are enthused that you are safe, and no further damage has been done. As for your complaint, we changed the brakes, which is not a part of the problem. We provided a refund for the rotation, a second item not involved in the problem. We hope that you would have given us an opportunity to replace the tire that you went elsewhere to resolve. With those items done, we hope that the matter would be complete and a refund of all the services rendered withdrawn.  

  Business response

  01/06/2023

  We are prepared to work for a fair settlement. It is our understanding that the tires were purchased at another establishment and only one tire was purchased. In addition, the service that was done at Central Houston Nissan was not a tire replacement. I am willing to offer 1 free oil change but nothing more. Your service ticket was adjusted for the services rendered. Again, we are looking for a fair assessment. We understand that hazardous roads and ongoing construction may lead to situations such as these, but those factors are beyond the dealership’s control. If you would like to proceed, we can discuss that option. 

  
  Warmest regards, 

  Customer response

  01/09/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  
  
  [Provide details of why you are not satisfied with this resolution.]
  

   

  Central Nissan is not addressing the issue.  The issue is our safety was compromised because of your service.  We are both fortunate there was not an incident, leading to consequences.  You were "enthused" no further damage was done.

   

  You expressed hope to be able to replace the bad tire.  Btw, all tires were originally purchased at your dealership.  I will accept reimbursement for one tire - $235.50.  Additionally, refund the entire service ticket.  This is required to make it right.

  
  Regards,
  
  
   

  
  

• Initial Complaint

  11/05/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  Nissan Collision estimated the damaged for my car right under its limit to be considered totaled so that they can collect the money for the repairs in fixing. The car was brought to them either 9/7/22 or 9/8/22. The original estimate was given to me on 9/9/22 for $25K. The car is currently at $31K in damages and the date is now 11/5/22 and my car is still not completely fixed. I'm still waiting on a back seat. Had my damages been estimated correctly and in good faith, my insurance would have totaled my car and I would have not had to deal with this horrible experience. The service that has been performed on my car is a terrible job. Parts missing, choppy paint job. My car had been there for 8 weeks, more than enough time to deliver excellence. They claim it was inspected twice before being given the okay to pick up. There's no way! I went a period without a vehicle because I could not afford to pay for a rental due to them taking longer than it should of. There came a point that they did help by allowing me to deduct for my deductible so I can pay for a rental. That was the least they could have done considering that they were unable to put me in their own rental although my car had been there well over 30 days. I went ahead and picked up my incomplete vehicle since I had no other choice. I had a deductible balance due to Nissan of $400 and could not afford to keep paying for a rental. Had the car been estimated by Nissan in full good faith, my vehicle would have been totaled out by my insurance agency and taken care of by them. But instead, Nissan seen a good payout and decided that my car was repairable. Yes it is, however the cost of damage is outrageous compared to car value. But it has come at my financial and emotional expensive and priceless time! And of course at my insurances expense. I am driving a vehicle that I should not be driving!

• Initial Complaint

  09/09/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Central Houston Nissan I replaced my battery with new battery on 6/27/22. After month or so I had car start up problem. On 9/7/2022 Wednesday I went to advanced auto parts and they check battery and told me that battery is bad. Also on same day I went to auto zone and they check battery and said it is bad. I went central houston Nissan dealer and told them that battery is bad. I talk to service manager Bob **** and he say you have buy new battery. As per battery warranty upto two years free replacement. But they say you have buy, so I bought new battery and paid $222.92 by my credit card. They should replace battery without and money. I like to get my $222.92 back. I like your help to resolve this issue. Service manager Bob **** tel no. ************ And main no is ************ I hope to hear from you soon. Regards, SUBODH ***** ************

  Business response

  09/16/2022

  Dear 

  We do understand your situation and hoped to have placed you in the best possible outcome. Our service department has worked with the original OEM battery that was purchased in 08/15/2015. Over the years you have received batteries for Free or Pro Rated. With the new Nissan battery warranty, we have let you know that this battery restarts a seven year warranty. We do encourage you to the perform a full diagnostic.  Having to replace two batteries in such a short timeframe is unusual activity and could mean a bigger problem. Our goal is to be fair and we believe we have. If you have any questions or concerns, do not hesitate to speak with us directly. 

   

• Initial Complaint

  09/06/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have been having issues with my brakes squealing so I took my car to Central Nissan in June 2022 to have them checked out. The Service Rep said it was my worn brake pads. I paid 1100 dollars to get everything done only to have the same noise two months later! I took my car back on August 27, 2022 at 1:30 pm waited 3 hours for a oil change and for my breaks to be checked! Nothing was done to my BRAKES AT ALL! The Squealing Noise is 10x times louder then before! Central Nissan dropped the ball with this issue! I wouldnt recommand them to anyone.

  Business response

  09/16/2022

  Dear ********,

  We hear your complaint and are aware of the sound that the brakes pads generally can make based on environmental conditions. After looking into the situation, I see that you repaired the brakes on 05/23/2022. Brakes are typically based on the driving conditions and situations of the driver. We are more into making sure that you are and feel safe. If you would like, we ask that you come to the dealership, speak with our service manager and have the brake pad checked. At this point we can see if the rate that they are wearing due to use. We are confident that the brakes are working and hope to ease your mind with a simple check.  

• Initial Complaint

  08/11/2022

  Complaint Type:

  Product Issues

  Status:

  Unresolved

  More info

  ? Adding an update, i let Nissan know I was sending a tow truck to pick my car up yesterday afternoon as I will not pay $2700 for this supposedly new issue that arose a day after they touched my car. How can my car not start one day after your service !!!!!I also requested to have the throttle body they removed from car back and was told it would be a fee. Imagine that, $40 to get MY part back. The same “faulty” throttle body they never showed me initially. I paid the $40, and asked that they put it in the trunk of my car. It took them hours to find the part and release my car to the aaa tow truck driver. Aaa driver then calls me and says he has never seen anything like this before, that it was a mess and that he witnessed shady business. I asked what did he see and explained what was going on, such a nice guy! He offered to right a statement! I will be suing Nissan! They will lie to try and get you to trade your car in and sell you a new one! Do not go to this shady dealership. I am so disappointed!!!!!! ?This was by far the worst experience I have ever had. My car was misdiagnosed, the code you all listed initially fits the code you all are now saying I need to pay $2700 on. I paid for my own tow even though you all advertise free tow. I requested the throttle body you removed and was told I would have to pay a $40 fee, which I paid. The tow truck driver who was unaware of all of this, then calls me to say he finally has my car and has never seen so much shady activity and is willing to write a statement on what he witnessed. The new mechanic now has my car running and it did not need a new fuel pump.

  Business response

  08/27/2022

  We appreciate your feedback! We are happy to pass along your comments and have. We always strive to provide top-quality service and hate to hear that you didn't enjoy your experience.  If you ever need anything else from us, please feel free to give us a call or stop by. 

  Customer response

  08/30/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  
  
  I am requesting a refund. Please see notes. 
  
  Regards,
  
  
   
  

• Initial Complaint

  01/20/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  January 19, 2022 I had an appointment scheduled for 10 AM for an oil change at Central Houston Nissan. Once I arrived, I realized I had my gun so I placed My gun in my glove compartment before anyone came to assist me. Once the guy walked up to my car, I informed him of my appt. time. My car was marked with the time 10:07 on the left rear window, and I was assisted to the waiting area along with my dog. At Approximately 11AM, my salesperson, came to me and informed me that my car has a recall and they have the part to fix it. He asked if I had anyone here to pick me up because it would take 3-4 hours. I told him no I do not, so he stated he could get me a rental car, but first he had to verify if they will allow for me to rent the car with my dog. I told Him if not, then I will bring the car back tomorrow without my dog, but he states “no we can’t allow for you to leave with your car because of safety issues.” ********** agreed to allowing me to have the rental with my dog. He walked me to **********, At this point, I’ve completely forgotten about my gun being in my glove compartment because now this has distracted me. I got a block within my home and I received a message from Nissan, but then my battery died on my phone so I drove back to Nissan and was told that my car isn’t ready yet, the message was a quote for other issues with my car. Apparently I had a nail in the right rear tire. I told my salesperson to just replace all four tires with continental tires. He said they would do it, and give me a call once my car was ready. he gets my cellphone charger out of my car for me and I leave. At 1657 I received a call from my salesman stating that they need to keep my car overnight, and it should be ready at 9AM. I inform Him that I need To get my house key off my car keychain, and I need to retrieve something from my glove compartment. He states he’s leaving, but someone will assist me. I get There and my gun is gone. I have much more to say.

  Business response

  01/29/2022

  We are saddened to hear that you are without your possession. We reviewed the film and could not find anything that would lead to the thief of your items. We ask that you review your home or luggage in case it was removed from the vehicle before your service visit. We also suggest that you conduct the local authorities to ensure that you’re protected. Finally, we recommend that you speak to your insurance company. If the items are missing, they often assist in reimbursement for items missing. We hope that the item is found.

• Initial Complaint

  01/11/2022

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  We purchased a 2017 ****** ** in July 2018, newly used with 15,000 miles no issues and certified pre-owned. Since the time we purchased we've taken the vehicle in for routine service as well as repairs. Within 2020/2021 we've had to go to the dealership more than we would have liked. And in some cases when they couldn't find the issue there was nothing further they can do. Now we are experiencing electrical issues, the lights are not working on the inside, and the car randomly restarts while driving and has completely cut off while driving which is harmful to me and my family! At this point this car is no longer safe to drive! We went to the dealership on December 20, 2021 to speak directly with the General Manager but instead they send us a salesman who tries to sell us a new vehicle and tries to justify our car having issues, which mind you we purchased from the same dealership. Getting a new vehicle from Nissan would not be my first choice given we've experienced so many issues with this one. After over an hour of being hassled we had to leave with no resolution! This is beyond frustrating we are paying for a lemon vehicle that we can't use without fear of it randomly cutting off on us. Seems as though they would rather sell another car as opposed to making sure the customer is safe. There should have been no reason we left with a faulty vehicle. Please help!

  Business response

  01/15/2022

  Dear Shaunessy,

  We have reviewed your request and taken a deeper look into your vehicle record. In that review, we noticed that you performed your routine maintenances on the vehicle but didn’t see any inquiry about the issues explained. We know that you changed the battery, which is a common issue based on the year of the vehicle. While reviewing, we notice that the vehicle has been three accidents since 2018 and wonder if this may be something that has led to any of the spoken-about issues. To be sure, we would want to run a diagnostic. This is the best way to find a solution to any problems that you may have with the maxima. If you are willing to work with us, we invite you to visit and see if we can help find a solution. 

  Customer response

  01/29/2022

  We accept this resolution but we want to kake sure the General Manager is present when we go into Central Nissan to ensure we are properly taken care of and everything is addressed with our vehicle.
  
  Thank you,
  Shaunessy Riddick

*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. ↩