ComplaintsforPassport Nissan of Alexandria

• Initial Complaint

  02/07/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Afternoon - I have requested several times from Passport Nissan of Alexandria about the Status of my Titles/Registration of a vehicle (VIN is ***************** ) that I purchased on 11/19/2022 which is fully paid off. They are refusing to give me the Date/Time of Filing and the Office of DMV (Delaware) they filed. I have asked several times and all they say its in progress. Can you kindly assist / guide me? This will be the third time I will be getting Temp Tags. Thanks!!The GM also called me a few weeks back and refused to furnish any information on my ask. He mentioned its in progress. Its now been over 2.5 months .

  Business response

  02/23/2023

  We are very sorry to hear about the inconvenience this has caused **. **********. Our General Manager, Said, has been in contact with the customer. He has let her know that unfortunately the DE DMV is backed up, and the state is providing residents 90-day temp tags. Unfortunately, we do not have control over this situation as this inconvenience it is due to the DE DMV.

• Initial Complaint

  01/23/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had a flat on 05/18/2022 and took my 2020 ***** auto to Nissan Passport ***************************** Alex., Va ********. The invoice number is **********. I asked that before performing repair, service show me the tire. They did not do what, I asked. I was charged $283.05. While in the shop the mechanics reported my shock tower bushings needed repair. I asked to see bushings before they were repaired. The warranty was still in effect and the warranty matter was taken care of and it was repaired. The mechanics Did a Yeoman job. My problem with Passport Nissan and service manager ***** is there was no customer service. The service manager, I know him as *****. On the way to supposedly showing me the tire dump became threatening. I feared him assaulting me there on the lot. He turned and walked towards me and away from the tire disposal area telling me my tire was not there. He became belligerent and, I thought, I might have to defend myself causing me to fear for serious bodily injury or death. I am a seventy-year-old man. See the Fox Fax survey and my answers from that time. I am now being denied warranty service I paid for. I went To ******** Nissan for the work and was referred back to Passport Nissan. I called corporate customer service **************** who made excuses. There is more but, not enough space here. I wish my car repaired for paint problem under warranty and an apology. Please advise.

  Business response

  02/07/2023

  We understand **************** frustration, but unfortunately, when at our dealership, **************** refused to return keys for our loaner car, and the police had to be called to help our service team get the keys from ****************. We respectfully decline to service this customer due to previous issues we have had with ****************.

• Initial Complaint

  05/17/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My family also died in a car we purchased from Passport Nissan of Alexandria! My husband and I purchased a 2022 Nissan ****** on 5/09/2022 (first owner) and today 5/17/2022 the car malfunctioned on the highway while my husband was driving. The car would not accelerate and the car literally said malfunctioning. We were scared and the other cars had to swerve around us. My husband immediately took the car back to the dealership and was not given an answer yet was looked at by the employees like he was crazy. Several hours later they called us back to tell us that it was throttle body failure and that a part needed to be ordered. This is one of the worst things that has ever happened to my family. Thank God my husband did not panic and thought quick and that the other cars swerved around us because we could have ended up in the hospital or even worst a ditch. We almost lost our lives today because this dealership did not do an inspection on this vehicle before selling it! My children and I do not feel safe in a new car we just purchased a week ago. A simple inspection on the car could have prevented this.

  Business response

  06/07/2022

  Customer purchased a brand new vehicle. Every vehicle has a quality control check when it leaves the factory then PDI ( pre delivery inspection ) once it arrives to the dealer from the factory.
  The vehicle comes with a 36 month, 36,000 miles limited warranty and a 5 year 60,000 mile powertrain warranty. As no manufacture or seller of any product can predict the future these warranties give the customer the peace of mind when something is defective it will get repaired. 
  This is the case here. The car had a malfunction, vehicle was bought to the dealership, customer was provided a loaner car while repairs were made under warranty. The customer had zero cost out of pocket for the repair and transportation while their vehicle was having repairs completed.  
  Passport is not responsible for this malfunction nor is it anyone's fault that is why the vehicle comes with a warranty. What we can do is provide the customer a world class experience when there is an issue with the product they purchase. We delivered that in resolving this matter for the customer.

• Initial Complaint

  05/11/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a vehicle (2017 Nissan *****) from this dealer in January of 2018. About a month later I received a phone call from the dealer stating I was given the incorrect title for the vehicle. They sent me new documents to sign for the correct title. I have renewed my registration twice in the last 4 years. After attempting to renew my registration this past week I was unable to do so because my title was invalid. After speaking with Maryland Vehicle Administration (MVA) I learned that the title I was given does not match the VIN for the vehicle I purchased. I am not unable to get my vehicle registration renewed. The vehicle is used for travel to work. I am not able to use it at this time. The MVA advised me that the title was duplicated by the dealership in June 2020 making my title invalid. I am assuming when they sold the vehicle with that VIN number to someone else. I have attempted to contact them several times regarding this issue because I will need a Certificate of Origin in order to title my vehicle. Each time I have been told they will return my call within the hour and I have never received a callback. I have attached a copy of my vehicle loan contract which does reflect the correct VIN..

  Business response

  06/02/2022

  Our Compliance Manager Kristi M********* has been in contact with *************** to resolve this matter as soon as possible.

• Initial Complaint

  03/31/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  purchased a used 2016 ******** *** from this dealer. i was told the vehicle was inspected and passed all inspection. test drove the car. seemed ok with minor things you would expect for a used car. made the purchase in good faith that the car was as they said it was. this turned out not to be true. soon as i drove on the hihgway and got to 55mph the car began to shake. i had a mechanic inspect it and test drive with me same day i purchased the vehicle and he informed me the wheels need to be balanced and aligned. took the vehicle back to the dealer the next day to have it fixed. they claim to have their mechanic inspect it, LIE. they said the mechanic test drove the vehicle and found no issues. when i dropped off the car the mileage was 84577. when i picked it up it was 84577. so how did they test drive it to 55mph ? liars. then after complaining more they had me bring the vehicle back and drop it of for extended test drive and inspection by a "better" mechanic. he tells me he felt the shake at 75 mph only which is a LIE. then tells me they dont know why because the wheels were balanced and aligned prior to selling the vehicle. LIE. the ****** and service history report show there was never an alignment or balancing done on the car ever since its original purchase. Said claims to be the general manager but i believe that to be another LIE as nowhere on the website was he listed as a manager, general manager, or even a salesman for that matter. highly dissapointed in this dealer as i have heard passport is a reputable dealership with great service. will never purchase from any passport dealership again and will be complaining to the corporate office or headquarters of passport. 

  Business response

  04/07/2022

  The customer has met with our General Manager and addressed the customer's concerns.

  Customer response

  04/08/2022

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because: the general manager did not fix any of my concerns he lied and said he would have the wheels and rims fixed and never followed up. His service team lies and said they did work on the car which was obviously not done. They said they state inspected it but they just filled out the paperwork and didn't actually inspect it. Luckily these were all small fixes but it just goes to show you that This whole business is shady and really ruins the reputation that other passport dealerships have worked hard to maintain. 
  
  Regards,
  
  ******** *******
  

  Business response

  04/14/2022

  The vehicle was returned to dealer.

• Initial Complaint

  03/30/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  After purchasing a ****** report on a vehicle I was selling I received the usual bevy of calls, texts, and emails from car dealerships interested in purchasing the vehicle. The first text message I received read: "Good Afternoon [name], is text ok? I'm the acquisition rep from Nissan of Alexandria. I just got your inquiry from ******. How soon are you looking to sell your ******? ??" I felt vaguely suspicious about this offer but followed up with it in the same manner as the others. I noted that I wanted to sell the car but not immediately, and that I was comparing quotes from ****** as well as ****** Blue Book. The agent asked me for the *BB estimate. I did not respond quickly enough for his liking as 5 minutes later he texted me: Are you aware that this vehicle was a total loss vehicle with the first owner and has a branded title with Structural Damage? A strange exchange followed with this agent ("Tyler") trying to convince me that the car was salvaged and had a branded title. Eventually I sent him a screenshot of the relevant section of the ****** report (which he had previously sent me) that showed this was not the case. He stopped texting me after this. I believe this was Tyler F*********, internet sales manager at Passport Nissan. I called and an employee confirmed that he would be the one calling ****** leads and then transferred me to his number (sadly he did not pick up). These are the actions of either a flagrant scammer or a sales manager who is not capable of reading a ****** report. In either case the potential for harm is obvious; within seconds of receiving my ****** report for the first time I was talking to salesperson intent on convincing me that the report had revealed a previously unknown problem that significantly reduced the value of the car. Were I more credulous person I might have been persuaded to hand over the car for a fraction of its actual value. Tyler should not be working around cars, customers, or the internet.

  Business response

  04/08/2022

  We received the customers information through *** ***. One of our representatives did reach out to the customer through a texting software. There is an opt out tool if the customer wishes to receive no further contact. The customer can text opt out.

*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. ↩