Complaints

• Initial Complaint

  12/19/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Purchased truck and dealership damaged truck wheels by using a type of wheel cleaner that removed powder coat from rims. Dealer (******) asked me to get a detail specialist to try and fix. Specialist stated powder coat was removed and there no way to repair rims. ****** now will not answer phone calls or emails.

  Business response

  12/19/2024

  We have been in contact with Mr. ******* about the wheels on his Titan.  Customer purchased the vehicle June *******, and the first communicated complaint was October 18,2024.  He first noticed issues with the wheels when he was washing the vehicle himself.  We offered to have Mr. ******* come back to the dealership so we could resolve the issues with the wheels, but due to Mr. ******* living in *********, Mr. ******* was unable to bring to *******  We have asked him to have a professional look at the wheels and let us know what it would cost to have them cleaned.  We were told December 9, 2024 that the chemical could not be cleaned according to the detailer that Mr. ******* consulted.  At this point we are still willing to help resolve his issues, but would need to have the vehicle brought back to the dealership so we can repair the issues.  Please let us know if any further assistance is needed. 

   

  Customer response

  12/20/2024

  They never mentioned for me to bring the vehicle back to the dealership.  They know due to a major back surgery in the last few months and living over 4 hours away, there is no possible way I can do this, and they agreed to work with me without having to make the trip (per ******** recorded voicemail) 

   I have offered on numerous occasions to bring it to the local *** Nissan dealership (40 minutes away in ************, La) to inspect the rims, but ****** refused (but my last communication with her on December 10th via email she asked if I could 'get another specialist in the area to take a second look at it'.

  It's odd that she is asking for a second opinion locally but does not want to use a local Nissan dealership to keep me from driving 4 hours.

  Business response

  12/28/2024

  After speaking with Mr. ******* and speaking with *** at *** Nissan, we believe a solution has been agreed upon.  Based on Mr. ********* situation of being 4 hours away and recently having surgery, the repairs will be made at *** Nissan.  Due to the holidays, *** Nissan told us it would be more than likely a couple of weeks to get this scheduled.  I relayed this information to Mr. ******* and he understood.  

• Initial Complaint

  08/31/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I purchased a vehicle from Trophy Nissan on June 11 2024. I was suppose to receive my license plates within 6-8 weeks. Its been 10. No one calls me back to explain why they are late. My temp plates have expired. Im pissed!

  Business response

  09/11/2024

  We have been all over the title issue regarding Mr. ******** registration.  The sales tax has been paid to Dallas County Tax Assessor since 7/12/2024.  When we submitted the paperwork to ********* for the registration there was an issue with the title and it was rejected.  We had to reach back out to Manheim Auto Auction for assistance and are working through the obstacles.  Due to the delay, we have had 30 day temporary tags issues from ************* ********** and will continue to until resolved. Please reach out to me directly if any other issues arise.  I am emailing the documents directly to the customer for his review.   Thank you ******** *******, Managing Partner Trophy Nissan 

• Initial Complaint

  06/26/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We purchased a brand new Frontier from Trophy Nissan. It had a major leak so they took it back and we traded and got a brand new Titan. Because we switched we are now way upside down. Since getting the Nissan Titan it has had to be in their service center 3 times. First time for the fan clutch, second for the fuel pump(this left us stranded in 100 degree Texas heat for hours), and its currently there after ANOTHER major leak on this completely different new vehicle, and they have had it for over a month and havent been able to fix the issue. At this point we want them to buy it back so we put in the request with consumer affairs and they have promised to get back to us about buying it back but have pushed back the date twice. We are paying for a truck thats just sitting in their service center. We would love help with pushing them to buy the vehicle back as this has majorly inconvenienced us three times. We are tired of paying for a vehicle that is supposed to be brand new and have no problems, but keeps breaking down.

  Business response

  07/11/2024

  To whom it may concern,

  ************** purchased his new Titan 11/08/2022.  Since then, he had a couple of issues that have been resolved and covered under factory warranty.  The latest issue was a water leak around his sliding rear windshield.  The urethane that seals the glass to the body had a very minor leak coming in.  This leak was extremely difficult to locate.  Once the leak was determined to be the urethane seal, we proceeded to remove and reseal the rear glass as instructed by Nissan.  Again, we had a leak coming in the same location.  After 2 attempts at resealing the rear glass Nissan finally gave Trophy Nissan the authorization to replace the rear glass and headliner (due to damage from the water intrusion).  After replacing the rear glass, the leak was corrected.  The vehicle has an aftermarket camper shell that was installed by a 3rd party after purchase.  We have no way of knowing whether this contributed to the glass leaking.  We did not charge the customer, nor could we charge ********************** for the removal, storage, and re-installation of this camper shell that had to be removed to determine cause and correction of the rear glass leak.  A repurchase (buy back) of this vehicle will be determined by Nissan and the customer.  ********************** can only repair the issues on ****************** vehicle as necessary and in compliance with the manufactures policies.  Please let me know if any further action is required.

• Initial Complaint

  06/15/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a car in May and the dealership told me that I had to bring the car back because the loan was not finalized. I took the car back and they put me in another car June 11. I called that night and the next morning about the new car and everything that was wrong with it. I spoke to **** one of the managers at the dealership and he said basically that I signed a as is contract that there is no cool off period in ***** and they would not give my money back. So I ended up getting back with the ***************** that sold me the car and he said that we could put everything in writing that was wrong with the car and that they would fix it. As ***** and the head service guy for preowned vehicles were looking at the car (I have been at the dealership for a while now) I asked how much longer would it take because I am thinking that I am still going to get to write some type of agreement out. ***** tells me that the service guy is just getting his order together and that he would let us go shortly!!!! This car has an open recall for both front tire rods and I told him and the service guy that I felt something in the front tire. I was not even offered a loaner car. I left the car there and told them to call and let me know when it will be ready. I still have not got a call with even a estimated date for the car to be ready. I have also tried to speak to the loan provider and they gave me information on my paperwork for complaints after purchase with name of a person that doesnt even work for the company anymore. At this point, I have no $3000 down payment returned, no car, a car payment coming and I dont know when the car will be fixed and if everything wrong with the car will be fixed upon return.

  Business response

  06/27/2024

  This customer bought a vehicle from us and after the completion of the purchase quit his job. This action caused the car deal to fall out of funding with the lender that was servicing the loan, as the loan stipulation "verification of employment" failed upon the lender's call to the job he put on his credit app. At this point we called the customer to let them know they needed to return to the dealership so we can find an alternative avenue for their purchase. They returned to dealership and we got them reapproved with NMAC on a different vehicle, which they signed for and took delivery of. A few days later the customer called complaining of issues about the vehicle, which we said we would address as it is a Nissan Certified vehicle. The issues were promptly addressed and the vehicle has been ready for the customer to pick up since 6/15 and have been notified of this fact every day since.  The customer has not responded to any communication what so ever.  Please have the customer call me at ************ or email *********************************** 

  Thank you 

  *****************************;

• Initial Complaint

  06/02/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  This place harassed me they were rude and obnoxious, hounded me very disrespectful and talked to me like I was not a valued customer, they were oblivious to the fact that I was in no condition to be treated in this manner Im disabled and they did not understand the severity of my emotions they promised me my money back and sold me an damaged vehicle it was clearly in no condition to be sold to any individual. ***************************** was one of the employees along with the supervisor and head management. Can you guys please resolve this matter thank you for your patience and understanding.

  Business response

  06/08/2024

  The customer's provided stipulations required by the lender did not verify at the time of funding so we had to get the customer back in to re work the deal to satisfy the customer, lender, and the dealer. We were unable to find a equitable agreement that the lender would accept so we had to request the vehicle be returned to Trophy Nissan. Upon the vehicle's return we inspected it and found over a thousand dollars of body damage, along with evidence of illegal narcotic use within the vehicle. All levels of management in both sales and finance were involved to try and satisfy the customer's needs and all attempted to reason with her. Her parting words were threats to the dealerships reputation. We at Trophy want to sell every customer a car, but unfortunately the lender could not verify her provided stipulations.

  Customer response

  06/26/2024

  Narcotics found in the vehicle was not true..why would I return a vehicle back to them with narcotics in it?? Who In their right mind would want to risk catching a narcotics charge and going to jail I mean lets be real.. now cigarettes thats more like it. ..They clearly cheated me out of ************************************************************************************************************* Im sorry you werent REALLY approved we need our vehicle back make it make sense to me..This clearly spells fraud and unprofessional  low class car dealerships trying to make a quick buckyes please give me my money back or take it off my credit..selling people rental cars with over 100 thousand miles on it and wanting it back is pure distasteful disgust 

   

   

   

   

  Business response

  07/01/2024

  With the extensive damage to the vehicle upon return - there will be $0 money returned to the customer.  Weed is not legal in ***** therefore it is considered Narcotics. 

  Thank you 

  *******************************, Managing Partner

  Trophy Nissan

• Initial Complaint

  04/15/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I was sold a vehicle that they told me nothing was wrong with . The vehicle has engine and electric problems and they are refusing me a refund

  Business response

  04/16/2024

  Mr. ****** purchased a preowned vehicle mid February 2024.  On Monday, April 15,2024 Mr. ****** contacted Trophy Nissan stating that the vehicle purchased is experiencing an issue.  We asked Mr. ****** to allow us an opportunity to inspect the vehicle and see what could be done to correct the issue he is experiencing,  Mr. ****** is refusing to bring the vehicle in for us to inspect. Unfortunately, we cannot move forward with any resolution without inspecting the vehicle for his engine light concern.  Again, Trophy Nissan is willing to help figure this out, but Mr. ****** is refusing to allow us this opportunity. I have attached the transcript of the phone call for your review.

• Initial Complaint

  04/04/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  They started with the purchasing of a new car I get a free oil change but they refused to give me one. This is false information and advertising. Dealerships should be shut down. The company tells lies and misleading information about buying a new vehicle

  Business response

  04/06/2024

  To Whom It May Concern: 

  Trophy Nissan sold a 2023 Nissan Kicks to a *********************** on January 14, 2023 with 16 miles on the new vehicle.  At the time of the sale ****************** was provided with a blue voucher card (a photo has been attached) that would allow ****************** to receive their first oil and filter change at no charge.  On Thursday, April 4, 2024 ******************* came into the dealership demanding her oil change be completed free of charge.  Being the vehicle now has 23k miles, our service advisor looked up the information to see if a maintenance plan *** have been purchased with her new vehicle.  There were no maintenance plans purchased and no voucher presented.  After being told that ******************* had no maintenance contract and no voucher, ******************* started getting loud, cursing and being abusive.  She then went up front demanding to speak to the owner, at this point she was told she needed to speak with the Service Director, ******************.  When asked where she has been getting her oil changes performed, ******************* told my advisor she had been going to Wal Mart for that.  A voucher is no different than a gift card, in order to redeem the goods and services it must be presented as payment.  She chose not to involve the service director and continued to cuss and defame Trophy Nissan with whomever would be within hearing distance.  She finally left without an oil change or any other incident.  

• Initial Complaint

  03/01/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On December 28, 2023, I received my vehicle back from Trophy Nissan Service and Parts. The car was taken in for a flat tire and change of lock nuts. At this time, the building was closing. So the next day I called my advisor back to tell him that I am hearing a knocking noise. He said probably because it just had a new service. Call us back if it worsens. So on (Closed for the holidays)Wednesday, January 3, 2024, as I was driving to work, the wheel started hanging on by only 1 lock nut which was the lock key. Tow truck had to tow my vehicle back to Nissan. The next morning when the opened, I told them what had happened and was told that someone tried to steal my tire. I told them that was not the case. That my vehicle was parked in front of cameras at work and only in my garage. Tried to tell them I just wanted a refund and I can go somewhere else. Seeing that I had a problem before and they never fixed it. Had an office meet with the advisor and owner. The owner ***** told me because I did not come in for the services of the wheel, they cant do anything about it. So even if they touched it, it will not be on them(Nissan Staff). I told them it was an honest mistake that when switched the lock nuts, he loosened them but never tightened them back. Still didnt resolve anything. Basically saying it was my fault. Nor did I ever receive my refund back even when over the phone, ***** agreed. Also I told them I never received the estimate at all telling me about my car. The advisor ***** agreed that should have been brought to my attention.

  Business response

  03/04/2024

  ************** came into Trophy Nissan 12/27/23 with a left front tire issue.  ************** also asked us at this time to install a set of wheel locks that were supplied by **************.  During this visit, we replaced the left front tire and installed the wheel locks, only one lock per wheel is all that is installed.  When the vehicle came back in with the RIGHT front wheel coming off, the only lug nut holding the wheel on was the locking lug that was installed 12/27/23 by Trophy Nissan.  All other lug nuts were missing and the wheel studs were broken.  ************** was asked if someone could have attempted to steal her wheels at some point which led her to want the locking lug nuts installed to begin with, she responded no.  ************** asked for a refund of the left front tire and installation of the locking lug nuts, which are both on her vehicle, we declined to refund for services and goods that she received and still has.  We worked on the left (driver side) front tire and installed 1 locking lug nut per wheel only.  We did not remove or do anything other than the locking lug nut to her right (passenger side) tire or wheel.  When the vehicle came back in on 1/5/2024 with the right front wheel coming off the vehicle, ************** complained about a noise when driving, not a violent shaking from the front of the vehicle.  When a wheel is loose due to loose lugs or studs broken such as this case, it causes an uncontrollable violent shaking in the steering wheel, not just a noise.  At no time did ************** ever complain of this vibration/shaking in the steering wheel, even when told that it would be an obvious symptom of such an event.

  Customer response

  03/04/2024

  I am rejecting this response because:   This is false. I complained about everything the next day after receiving my vehicle. I tried asking for camera footage, but was told we do not have camera footage. I told them that it was an honest mistake on the mechanic. They told me they are certified mechanics, but why does this happens and one I first bring my vehicle all of a sudden my brakes started squeaking? Why when I come up there I was told thats how all vehicles are. No. My car was not in good hands at this place. Not only that they couldnt even give me a loaner car when my car was there parked in their garage for a WHOLE WEEK. They know what they did. When I asked for the recording the manager got LOUD with me. Not very professional. I know what they did but they wont admit it. Oh and the lock key they touched, was also loose. 

  Business response

  03/05/2024

  ************** and I had multiple conversations regarding her vehicle and the repair necessary to get her safely back on the road.  We never got loud or unwilling to be as transparent as possible.  ************************** and I were in my office well after closing just to listen to phone calls and recap what was said, that way there was a clear understanding on both ends.  After listening to the phone calls for clarity as to what ************** was told regarding her situation, ************** said thank you that will be all and left.  We see no reason for refund as what services and goods performed on her vehicle are still on her vehicle.  There was a reason she chose to install locking lug nuts and theft of the wheels could possibly be it.  Trophy Nissan will always do what is right and we are always willing to help where we can.

  Customer response

  03/05/2024

  I am rejecting this response because:   Yes they did get loud with me. My sister is my witness. Mr. ***** got loud with me when I asked him can I please hear the audio. I had to ask politely to not get loud with me. I would hope that Ms. ***** would not say anything false about the situation. They told me they only touched the lock key. That lock key that they touched was loosened. As said in the document. 

  Customer response

  03/12/2024

  The one they said they had touched was also one of the lug nuts that were also loosened. They have yet gave the time to respond since reporting this.

  Customer response

  03/20/2024

  [A default letter is provided here which indicates your acceptance of Arbitration. If you wish, you may update it before sending it.]

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID ********, and agree to move forward with arbitration to resolve the complaint.

  Sincerely,

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

  Business response

  03/26/2024

  I have reviewed the response made by the consumer in reference to complaint ID ********, and DO NOT agree to move forward with arbitration to resolve the complaint. 
  
  I understand that in order to remain in compliance with BBBAccreditation Standards, I am obligated to participate in this process if recommended by BBB. Because I have declined this service, BBB must close my complaint based on the information currently on file and this may negatively impact my rating and/or Accreditation status with BBB. 

  Customer response

  03/27/2024

  From: *********** <***************************> 
  Sent: Tuesday, March 19, 2024 3:22 PM
  To: bbb
  Subject: Re: BBB CID ******** ******************* vs Trophy Nissan
  
  Hello, Trophy Nissan never tried to resolve the issue even when I called it in. The next day I called the advisor, *********, and was told maybe it sounds like that is because it just got work on. So after holidays, since they were closed, I called in after having to pull over because the wheel was coming completely off and was told by Ms. ***** to have the car towed so they can fix the problem. Get there and she said they never touched the wheel at all. But I tried explaining to her that they did because they changed the lock nug key on all wheels. U told them they loosened them which was an honest mistake. I just want to be refunded. I went to Christian ******** Automotive to get a second look and they said the lock key was even loosened. The lock key they claimed they never had touched. If any other information is needed please let me know. 
  
  Hello, Trophy Nissan never tried to resolve the issue even when I called it in. The next day I called the advisor, *********, and was told maybe it sounds like that is because it just got work on. So after holidays, since they were closed, I called in after having to pull over because the wheel was coming completely off and was told by Ms. ***** to have the car towed so they can fix the problem. Get there and she said they never touched the wheel at all. But I tried explaining to her that they did because they changed the lock nug key on all wheels. U told them they loosened them which was an honest mistake. I just want to be refunded. I went to Christian ******** Automotive to get a second look and they said the lock key was even loosened. The lock key they claimed they never had 
  
  They never fixed the issue on December 28 at all. Even when I told them about it. They just said its going to sound like that because it just got fixed on. 

  Customer response

  03/27/2024

  This file that I am sharing was provided by Christian ******** in ******. The missing lock nug key is still missing. I also provided when I got the work done and everything that was done to it regarding the wheel. They said they touched the lock key only on all tires, in which they are supposed to do when changing a lock key for each tires. The lock key on the right front passenger was loosened . 

  Customer response

  04/10/2024

  I never had the work done on 12/24/2023. I got my car back 12/28/2023. That same day I called and said that I was hearing a knocking noise. I was told if it WORSENS to come back, but it probably was the fact that it just got fixed. Over the weekend, they were closed due to holidays. I dont have the lock nuts because they FELL OFF. They never found the LOCK KEY because I dont have a lock key for the lock nuts that FELL OFF DUE TO NISSAN NOT ACTUALLY MAKING SURE THEY WERE TIGHT ON. When my car got towed to Christian ********* I had to buy a brand new lock key and nuts. Before I went to Nissan I didnt have a lock key so I BOUGHT NEW LOCK KEYS FOR EACH TIRE. It was not $30. It was never on no December 24. Wrong date. 

  Customer response

  04/20/2024

  Here are the documentation that are needed. I purchased 1 from Nissan and Christian ******** also. I had to purchase a brand new set.

  Customer response

  04/20/2024

  Here are the documentation that are needed. I purchased 1 from Nissan and Christian ******** also. I had to purchase a brand new set.

• Initial Complaint

  03/01/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Hello. I had a 12pm appointment on 2/27/2023 to get my oil changed. Two others waiting in the waiting area were there to have an oil change done as well. It took Trophy Nissan workers almost 3 hours to do my oil change, and I had an appointment. My arrival time was 11:38am when they put it in the computer. I didn't leave until after 2:11pm. This is ridiculous! The woman who was in front of me said she had been waiting since 11 something for her vehicle and all she was getting was an oil change too. If we have an appointment, an oil change should be done in less than an hour. If workers are running behind by hours, then notify the customers in advance so we can bring our vehicle in at a later time that day or on another day, and don't overbook so you can have time to do what people have scheduled. That's the point of scheduling an appointment, to have the service done in a timely manner, and to get your vehicle back. Up to 3 hours is ridiculous for anyone to have to wait for a simple oil change. They didn't do my vehicle until I inquired about it again and told them to bring it out from back if they haven't started on it so I could take it somewhere else. I shouldn't have to say nor do that.

  Business response

  03/04/2023

  Contact Name and Title: Kevin *******
  Contact Phone: **********
  Contact Email: k*******@vtaig.com
  I called to apologize for the delays in servicing her vehicle. i left a voicemail message along with my contact information to resolve her concerns, as well as an email. I know that I will be able to satisfy her complaint.

• Initial Complaint

  02/22/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  08/09/2021 my autobile was involved in a accident at the time i was going and ongoing with identity theft. and fraud AAA refused to fix the vehicle so i decided to pay out of pocket for my car. The sells lady LeeAnn charged me 19,000 at the time I told her no since the insurance company wasn't going to pay for it she initial that they had already taken the car apart I asked how when i didn't sign documents. For them to fix it so she said they would drop the payment down I Kept refusing because i wanted my car to go to the Chevy dealership i asked for them to put my car back together please so they dropped payment down to 14,000, I paid 1,000 down for them to get started they were taking way to long it had been 4 months I went down in January paid them 3,000 dollars checked on my car still waiting on parts they said in March I picked my car up and paid the remaining balance 11,000 10 in cashiers check LeeAnn was not there another sells rep, I noticed alot of issues wrong with my car it was only damage on the back driver side rear and bumper and interior damage as well I didn't drive the car for 6 months because the car was driving weird and the tags were going out so parked the car in November the battery needed charging that's when I realized the motor was changed before that I took it to the chevy dealership to get it inspected for tags so I asked why wasn't my back cameras wasn't working and the interiors lights was not working the lights on my head liner were not properly working so they told me contact Trophy Nissan whiched i did i was told they did not do it I also asked why did they change my motor and everything about my car. I Purchased a 2019 camaro brand new I paid 42,000 cash from Chevrolets ***** off of R.L. Thorton Frwy April 22,2019 everything was new they changed my car to 2017 model the car even smell old seats and everything , but I was told they did not the vin number on the motor do not match the vin that came with the car a mechanic pointed it out to me I took pictures of everything you can also tell the old motor from the new parts and from the corrosion. Now I'm left up for paying for motor and transmission sooner than I thank this issue please needed to be resolved.

  Business response

  02/24/2023

  Customers vehicle arrived at the shop on 8/17/21 and left of 1/12/22. Customer did pay out of pocket due to her insurance refusing to cover the claim due to possible fraud. Since she paid out of pocket for the repair we agreed to perform the work at a discounted rate. Customer came in multiple times to sign repair authorizations and to pay for repairs in partial payments. A few weeks after picking up her vehicle there was an issue with backup camera which was repaired at Chevy and we reimbursed her for that repair. Even after the repairs were completed the customer would call yelling and using profanity which made it difficult to understand what she was saying. We asked her multiple times to bring her vehicle in if she was having issues and she never did. Not once did she mention issues with the engine and per the repair that was not even an area that we touched. The damage that was repaired had nothing to do with the engine. I am attaching the pictures we took as well as the estimate. Customer paid for the work that was performed and there is nothing owed at this time back to the customer.
  

*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. ↩