ComplaintsforTrophy Nissan

• Initial Complaint

  10/06/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On may 26 2022 , I went to trophy Nissan to see about a 2018 Cadillac CTS, things went smooth so I traded in my 2017 Chevy Silverado . After I took the car home the next morning I heard a weird noise and told the sales guy "Gerardo Puentes" about the issue. He later said bring it by and they inspected it and offered to fix it so I said great , only bad news was the part was on back order, so I waited and waited for a month and after a month I called constantly and told them "hey it's getting worse" nothing was done just the same sentence " it's on back order we can't do anything" so I said "well can I trade it in, or can y'all pay for the service from my mechanic cause he has the part?" And they said no. So now it's October 5th and the part that I needed wore out so my car is just sitting broken down. It's been 4 months I've been waiting and now I can't drive my own vehicle. I also have MPP coverage and they say they can't make a claim because the parts still gonna be on back order. At this point I just want them to be able to pay for the labor and parts from my own mechanic because unfortunately they aren't doing anything about the situation.

  Business response

  12/14/2022

  Business Response /* (1000, 5, 2022/10/10) */ contacted Mr. ********* and explained back order parts situation. sourced for a used part and none available , new part is still on backorder with no ETA and none in the country available. I explained that if he has a shop that can obtain the part to send me a detailed estimate and we would proceed with that repair. Mr. ********* has not been put off, we have truly been waiting on part availability for months.

• Initial Complaint

  08/31/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Bought car in June. After purchase had to buy 4 new tires as I went to pipe boys for them to go over car due to tire sensor being on, they pointed out 2 tires had bubbles on side wall. All 4 tires were different brands. Oil need changing was black amd sludge on stuck so did flush job. Tint which they changed me trophy in final purchase price is bubbled and cam barely see out it. Driver side has bad bearing why there is a humming sound when u get car over 50 mph. Not pleased woth what was wrong with a 2014 used maximum. Figured it being a actually dealership car would be better quality during sale instead of this. Would of been better going to buy here pay here place would of been same treatment but there expected for what I paid for

  Business response

  10/27/2022

  Business Response /* (1000, 5, 2022/09/02) */ I have attempted to reach out to Mr ***** to see what we can do to help with his concerns. Have not been able to make contact with him as of yet but we certainly do value him as a customer and are more then willing to help him in order to bring this matter to a satisfactory resolution for him.

• Initial Complaint

  08/30/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Trophy Nissan in Mesquite and dealt with Jose F. He had recently called us telling us that this is the best time to sell them back our 2019 Altima, so we proceeded to make an appt. on Sat. w/Jose as the afternoon went Jose took all of our info., ran our credit valued the vehicle & we test drove a 20 Altima SR. We got approved with a high APR & signed docs. stating the vehicle was approved for purchase. We waited for Financing to approach us to finalize the final steps. As Mr. Ivan G. approached us he had a great Demeanor as we walked into his office, we talked about his cologne,trips,family,pets, friends etc. As he continued we ended up talking about extended warranty on our vehicle we signed documents for to purchase. As we declined the ext warranty Mr.***** then proceeded to lie to us stating the new vehicle had over 8 computers that I should be worried about & that his GM's newly bought Mercedes G-Wagon had been in the shop for over 8 times although it only has 4k miles on it as we continued to decline the ext warranty he then proceeded to tell us about how expensive certain items cost on the vehicle, we declined yet again he then got up & left the office w/out telling us what he was doing he was gone for sometime we started getting notices that our credit was being checked again he came back in the office with a totally different Demeanor, you can tell he was Visibly upset & mad he wasn't speaking to us at all he then asked me if it was the price of the ext warranty that was keeping me from getting it, then said No he then proceeded to tell me he was working on something he didn't mention what he was working on I then stated that w/e deal he was working on I was also going to decline that deal he then stated that he was working on my APR. I thought he was trying to lower it & then come to find that he was trying to raise the APR even tho we signed docs with a set APR. We didn't get the car & it was because of Mr. Ivan G.Will not do business w/Trophy Nissan again

  Business response

  10/26/2022

  Business Response /* (1000, 5, 2022/09/01) */ Mr. ******* ********* , visited Trophy Nissan on Saturday the 27th of August. To my knowledge he was treated like a valued customer, we worked a deal up for him on a 2019 Nissan Altima and had him sign preliminary paperwork for his purchase. Once he came in to the business office we did offer vehicle protection packages that would benefit him in the event of a service visit or break down. We do like to give examples of break downs like Mr. ********* stated. These product are all optional. unfortunately after further credit review and the banks response Mr. *********'s annual percentage was higher than our estimated preliminary annual percentage. For that reason Mr. ********* never signed a contract with us. We at Trophy Nissan , value him as a customer and want to apologize if this caused him any inconvenience.

• Initial Complaint

  08/12/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  On May 31, 2022 I bought a used Nissan Altima from Trophy Nissan due to the total loss of my previous Altima when a truck crashed into my home and garage May 13. Prior to the final payment, they had agreed to fix the 3 or 4 (cosmetic) items that I had noticed, and they did. I also bought a 2 yr. extended warranty for major engine parts. I DID NOT DRIVE THE CAR AT NIGHT 'TIL Father's Day, June 19, when a family emergency required picking up the family from a hospital ER in Los Colinas . Shock! The headlights were so very dim, and their range so limited, I had to use the brights all the way. No surprise, other drivers DO NOT LIKE cars driving with brights on! Though the light switch had worked when I was test driving it, it was a sunny day. I truly believe that in the daytime, without a special meter to measure such things, there is no way a customer can know that lights are too dim and need fixing. Should dealers not check something so important as headlights, just for safety of customers/ potential buyers BEFORE they offer a car for sale? I called Trophy the next morning, and an appt. was set up with Service for Monday, June 27. I had a bad reaction to a Covid booster a few days before, and called that Monday to postpone it 'til later. The woman answering said she'd get the message to ***** in Service. A call or 2 later, Maurio(used cars) and I reset the appt. for Mon. July 18. That day, ***** in Service checked it, said it needed fixing, but he'd have to clear the order for parts with mgt in Used Cars. I waited a few weeks, called Service again, no call back so I called and spoke with Richard in Used Cars mgt, and he said he would not ok it. He stated that too much time had gone by. No callback by him. I am very disappointed in the lack of concern here, for the safety of customers/buyers- surely a responsible car dealership would check out brakes, lights, etc., before offering to sell a car. MY TRUST in TROPHY NISSAN IS NOW VERY LOW.

  Business response

  09/15/2022

  Business Response /* (1000, 5, 2022/08/15) */ We have reached out to Ms ********* and informed her that we have ordered her headlights in order to get her concern addressed. Once the headlights are here we **** reach back out to schedule a time, convenient for her, that she can come out and have them installed. Consumer Response /* (2000, 7, 2022/08/16) */ (The consumer indicated he/she ACCEPTED the response from the business.) I received a call yesterday afternoon from the Director of Trophy Nissan Pre-Owned. He apologized for the problem remaining unsolved, and reports he has ordered the parts to replace the dim headlights. When they arrive, he states I **** be contacted and an appointment set for the work to be done. I was very pleased that I got such a Quick response from the company, and that he understood and sympathized with the concerns I had shared in my complaint. Thank you, BBB> **** *********

• Initial Complaint

  07/24/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I took my business vehicle to them for repairs on May 28th 2022, and was not made aware of the length of time it would take to fix my vehicle. I called to speak with the mechanic, Brice, and he tells me he needs a certain part, a harness, and he can finish my car. He told me he received the part and was repairing my car. I called for an update 2 days later and the receptionist tells me he had not received the part. Now he is telling me he needs a plug to finish my car and the part has been ordered through FedEx and he hasn't received it, even though it was shipped a week ago. I called to get an update on July 22, 2022 at 5:23pm to be told by the receptionist he is waiting on the HARNESS. The lies being told are so unnecessary. I just want my business vehicle fixed and returned.

  Business response

  08/31/2022

  Business Response /* (1000, 5, 2022/07/25) */ Contact Name and Title: BILLY T***** Contact Phone: 9726810859 Contact Email: b*******@vtaig.com The wiring harness, and the pigtail replacement for the wiring harness were both ordered on 5/30. 2 days after parts were ordered, we received a status of both parts being on national backorder with no ETA. We ordered both wiring harness, and pigtail, to have 2 open options of parts coming in, hoping 1 would arrive before the other, to get customer taken care of. As of of today 7/25, the pigtail arrived in this morning. Customer has been notified, and should have repairs Tuesday 7/26. Customer understood.

• Initial Complaint

  05/06/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On Thursday April 28 my daughter had an appointment at Trophy Nissan Mesquite at 10:15 because the AC was not blowing cold air. She was told by Guerrmo that the car would be diagnosed, and we would be called with what they found. The next day I called the dealership to speak to Guerrmo and was told that the car was 3rd to be diagnosed. I say we brought the car in yesterday you never mentioned that it would be over 24 hours to be diagnosed. I asked why I wasn't called. He said I had nothing to update so I would have been called just to say "Hello". I felt that comment was ill placed since I was upset that the car was still not diagnosed, and I had to call for an update. Around 4pm on Friday I picked up the car and paid $159.99 for the diagnose. I was told that they found nothing wrong, and they tested for leaks and added refrigerant. When I was driving home, I tested the AC, and it was still not blowing cold. I immediately called the dealership and asked for a manager. I spoke to Michael, he told me to bring the car in on Saturday and he would push the car through. I mentioned that my daughter must go back to Houston on Sunday, so I needed the car today. They provided me with a rental. Michael called and told me that they had to replace the compressor and O ring and he would have it ready for me today. I was called around 3pm in the afternoon to pick up the car. Michael provided excellent communication when I asked for an oil change and alignment. When I picked up the car on Saturday, I again tested the AC, and it was cooler. The next day, Sunday my daughter left to go back to Houston. I check with her on the drive home, and she said the AC was not blowing cold air. Monday morning, I called Trophy Nissan and asked for Michael he was off, I was transferred to Alyssa. I explained the issue that the AC was still not working, and the car was in Houston. I asked if she could contact the dealership in Houston to at ex what Trophy Nissan found d

  Business response

  06/15/2022

  Business Response /* (1000, 5, 2022/05/11) */ After doing some digging we found that during Mrs. ******* service visit we replaced an A/C compressor which was covered by her Extended warranty with MPP (no cost to her). The only costs she incurred during her visit was for her Oil change and 4 wheel alignment. Her visit with Central Houston Nissan was for a blown fuse that caused her concern. We called and spoke with BOB ****, Service Manager at Central Houston Nissan and he was the one to confirm this issue to us. The current a/c issue is not related to the other. When she left our shop her a/c was operational. Bob **** will be more than happy to corroborate this and confirm we did not perform an incorrect diagnosis. Trophy Nissan will not be offering any reimbursement due to them not paying for the repairs and for the repairs not being related. I am attaching the receipt for documentation.

• Initial Complaint

  03/01/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  We had to file a insurance claim with State Farm last year in august of 2021 because me and my late grandmother **** ****** 2017 Hyundai Elauntra SE car was involved in flooded rain water that hydraulic locked the car engine and locked up the engine completely on it. The car was towed to Trophy Nissan Collision Center and the guy that handled our car stats claim there was name Dustin Abbott. They did complete the work in about a month on the car because there was delays due to a ongoing auto parts shortage going on at the time but they did get all the necessary parts for the engine and radiator it's self to complete the job except for this one part a shield that goes underneath the car to protect the engine that he has been saying for 5 months now that he has no idea when we was going to get that part and still today he has not got it at his business. They already also have been paid off for the job by state farm and my grandmother last year before her death on 12/23/21 paid the deductible to the dealership. Recently I contacted Dustin and he said that he wanted to just cut me a $75 dollar check for the part that the insurance company state farm had for the part and let us go to another dealership (Hyundai preferred) and have them just do the last work on the car and let us off and claimed like I don't need to call and tie up the phone lines on the search for the part all the time which I didn't call him all the time. I called Clay Cooley Hyundai next door and found out the part is not $75 bucks and is $380, so I called state farm and they reopened the case and said they are willing to fund the payments to have another dealership have the part and do the labor to put it on, and not Trophy Nissan Collision do the work which they should have done in the 1st place before getting paid by the insurance company for the job. This has been a nightmare with Dustin and Trophy Nissan Collision.

  Business response

  04/20/2022

  Business Response /* (1000, 5, 2022/03/02) */ Customer was made aware of the back-order status of the under shield, while the vehicle was still with us here at Trophy Collision. The main portion of the repairs were completed, and the customer did pick up the vehicle and was made aware we would keep them updated on the status of the back-ordered lower shield. State Farm figured an "aftermarket lower shield" (which is not manufactured by Hyundai) which was the least cost effective part that showed to be available. We did searches with all of our aftermarket vendors and Hyundai dealers, and the part was on back-order with no ETA. Trophy Collision is not responsible for delayed part issues. The latest update from Hyundai, is the shield is currently 1/2 weeks out. The customer will be notified of this update. Consumer Response /* (3000, 7, 2022/03/03) */ (The consumer indicated he/she DID NOT accept the response from the business.) I did get a call from Dustin about the shield and was aware it will be arriving at trophy Collision in 2 to 4 weeks and I said that is cool and Thanks for the heads up and once we get the shield, the Job will be done. Me and my family did not mean to file a complaint against Trophy Nissan Collision Center but we just felt that last shield part had dragged it's time table too long over 5 whole months and they was paid by the insurance company to do the job. No worries the Job is done after getting the final shield for the bottom of the car on. We won't be a burden to Dustin or this company nevermore, and honestly won't be ever a customer to them again after this. Also I understand there was a auto parts shortage. Business Response /* (4000, 11, 2022/03/17) */ Part has been installed and job completed , we do apologize for the delay .

• Initial Complaint

  02/28/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  My 2018 Chevy Traverse was towed to the Trophy Nissan Collision Center in October 2021. It was finally ready for pickup on February 15th 2022. After inspecting the car for proper repair more than 10 items were found that was not fixed properly. Camara said that he completely understood and wanted me to show him what needed to be fixed. I drove the vehicle back up there and showed him. He said they would take care of it. The 1st available appointment was almost 2 weeks later so I asked him to put me down and I would return the vehicle. Today Feb 28th I went to return the vehicle and the desk clerk could not find a set appointment. They asked me to fill out a sheet of paper with my info. I did but I told them I didn't feel comfortable signing the bottom giving them power of attorney over my vehicle. The lady told me that I didn't have a choice and if I was dropping it off I had to sign. I told her that they have already worked on my car for 4 months without fixing it and that I'm not signing because I'm not paying for anything. Allstate sent us to this shop and they were covering all cost. Another very rude lady butted in and said I wasn't dropping it off unless I signed. I said "watch me". After a few minutes Camara walks out and we go look at the car again.. I showed him for the 2nd time the remaining damage. We talked in detail about the rear of the suv because the tailgate lift door was rubbing on the driver side and a big gap on the passenger side. He said they didn't work on the back of the vehicle and I said yes I know and that is the part of the problem. It was jarred in the wreak and was not functions properly. Same as both passenger doors. I asked him if the frame could have been twisted and he said no way because they would've already found that.. They took the car in and are currently working on it. These people need to clearly work on learning how to respect the customer. I've been super nice and patient dealing with their excuses.

  Business response

  03/25/2022

  Business Response /* (1000, 5, 2022/03/02) */ Contact Name and Title: Jennifer ******* Contact Phone: XXXXXXXXXX Contact Email: ********@vtaig.com Yesterday after receiving the complaint we made contact with Mr. ******** and addressed his concerns. His vehicle is in the shop and we will update him progress. Our Bodyshop Director, Billy ****** is working with him directly on the concerns.

• Initial Complaint

  02/17/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Feb. X XXXX. I went to trophy Nissan Pre owned to purchase a vehicle. After looking at a few cars. One of which i test drove and was ready to buy, only to find out the car had already been sold. We looked at a fresh "auction" vehicle that was still under manufacture warranty, a 2014 Nissan Sentra with 57k miles for $11k. I was advised that it had not gone through service and a body shop to fix some "minor" issues. We ended up purchasing the vehicle, did the paper work and everything! (Mr Green was fantastic) David perrin, stated that the car would be ready on monday end of day. Granted he didnt know what was wrong with it, it took 6 days, i ended up calling and checking on the vehicle, since no one reached out to me. Where I was told that he would find out monday, 5 minutes later he calls me and tells me the car is beyond repair and that he had another vehicle with lower milage and 1,000$ more. Keep in mind my car that i originally agreed upon and purchased was at 57k miles at $11k and a 2014. He stated that it was a 2016 with 68k miles at $15k. which of course was higher milage and the wrong price all together And ready to go, retail ready. then tells me its a 2018. Plainly this was negligence or just trying to sell BS with words and not knowledge. I agreed to come up to the dealership to look at the car after he stated he would get with a manger to lower the price if possible. Right before my arrival, David calls me back and tell me the car isnt ready. When i arrived, i spoke to the manager Victor. I told him about my shopping experience. Since this was their fault, not mine. I wanted him to just make it right and adjust the cars price that was being offered to me to facilitate my budget. which i was paying 288$ a month with MPP 2 year Warranty. He Offered a vehicle that my wife couldnt even drive, a standard transmission. All in all this was a horrible shopping experience. They could have just made it right and had a customer for life

  Business response

  03/14/2022

  Business Response /* (1000, 5, 2022/02/18) */ I did in fact speak to Mr ***** and apologized for our lack of knowledge and communication on the vehicle he originally purchased. I did explain to him the issues with the vehicle and the reason we needed to try to find a substitute vehicle. Due to Mr ****** requirements I was limited as to what we were able to show him that would fit. I am still actively looking for something I can make work for him and would still love the opportunity to make him a customer for life.

• Initial Complaint

  01/18/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a Chevy Equinox on January 12 2022 and notified them on January 17 2022 that the car was pulling and marking s rattling noise on the left side. Was told to take the car up to Trophy Nissan service department. Was told by the service advisor Michael C***** that the struts and the alignment was off. And that they wasn't going to fix it the 1300 we would have to pay. Now I have only had the SUV for a couple of days haven't even had to pay the first payment yet and the car is mess up. Was told they checked it and it passed they're safety on the street. But the struts and the alignment is messed up so how is that safety? I'm having to go back and forth with the dealership I've spoken to Lionel in finance the Sales man Braxton and no one want to help me to see what I can do to get the car fixed. And mind you I have only had the car for 5 days.

  Business response

  02/01/2022

  Business Response /* (1000, 5, 2022/01/21) */ Ms ******** did indeed just purchase the Equinox from us and I have reached out and spoken to her about her concern. Her vehicle is currently in our service department getting the issue resolved.

*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. ↩