Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:02/26/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Purchased a used vehicle with poor quality. Was told they wouldnt replace my defective headlight because I did not report it right away. Havent had the vehicle more than 3 months & because I did not report immediately after as told there was nothing they can do. General manager **** was very adamant they couldnt replace it. Asked for number to corporate office & was told he would email it to me without asking for my information.

  Business Response

  Date: 03/27/2024

  case ******** ***************************** - Prior to the vehicle being offered for sale , we did a 169-point inspection which in fact there were no issues with the headlights. The vehicle passed safety, which of course that's our main priority when we list these used cars for sale. I've checked all the documents and it was listed as-is which is signed customer, no records were found in terms of the dealership being responsible for a headlight on the we-owe document also signed by customer.  I tried to check and see if consumer purchased a warranty which may in fact cover this headlight, but the warranty purchased only covers powertrain. At this point i would like to see if you can bring it in for a check and advise only. Which means we would be glad to inspect the vehicle and get you wholesale pricing on the parts and labor to replace headlight if necessary. Looking forward to hearing from you and thank you for your patience. 

• Initial Complaint

  Date:02/21/2024

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I placed a deposit on a 2021 Kia ******* hybrid on Feb. 14th 2024. had an agreed upon price. i flew up to Nissan of Richmond to drive vehicle home. they would not accept a cashiers check for the vehicle so i had to purchase a return flight to **************. the vehicle was sold verbally and via text clean car. no scratches or dents. it had seveal scratches and dents. i would like my airfare up and returned dealing with this dishonest dealership.

  Business Response

  Date: 03/27/2024

  case #******** *************************- after further review with the sale man and sales manager-Who in fact sent a text video walk around to **** of the vehicle prior to agreeing to purchase the vehicle, and fly into town, and not to mention the condition is very obvious in the 38 photos posted on the website, *********; decided to fly and purchase based on all the visuals he received. When he arrived, we as a courtesy picked him up from Richmond Airport and drove him back to the store. He drove the vehicle and decided to make the purchase as he signed all preliminary paperwork with the salesman. When finance presumed to ask how he was paying for the vehicle, he pulled a check out, that belonged to someone else.   At that point we cannot accept checks from a buyer who is not present at the time of sale. We offered him financing options but he insisted that he's not interested and that he wanted a ride back to airport. And so, the salesman as a courtesy again gave him a ride to the airport immediately with no delays. Thank you for being patient, and if there's anything else we can do to help you secure your next vehicle let us know. 

• Initial Complaint

  Date:02/19/2024

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On February 19, 2024, I intended to purchase a car with a down payment of $5000 at Nissan of Richmond. I signed all the paperwork, payed the money, and spent all day at this location. A guy called me to his office and told me that we had a big problem, he told me that the car they had just sold me was not part of a certified inventory. When I made the purchase I was told that the car qualified for the 5.99 APR, the 60 months period to pay, the $252 monthly payment, and the 7 year/100,000 mile warranty. He then told me that the car did not qualify for any of that, after I had already paid the money. He told me that the payment period was 48 months with 8.99 APR and $352 monthly payment and no warranty. I asked why, and he said that someone put the wrong sticker on the wrong car. I am upset that my credit score was impacted because of the incompetence of the dealership. He also told me that I needed to come back the next day to get my down payment money because they closed the vault, more of my time wasted.

  Business Response

  Date: 03/27/2024

  case ******** ************************* -after further investigations, the finance manager said they did relate to ***** that the Nissan system is down at that current time, wasn't able to re-assure if the vehicle was certified or not. He also asked the customer to be patient as ********************** does experience technical difficulties on the site for validating CPO  warranty, but ***** persisted to want the deposit back and had no time. That being said when the system came back up the next day the finance manager verified that the vehicle in fact is certified and verified the rates with **** at 5.99% and decided to call ***** to complete the transaction as a certified vehicle , he was hung up on. At this point if you have not found a car yet, please reach out to me personally and I'd love to find the perfect vehicle for you and your family. 

• Initial Complaint

  Date:02/19/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I tried to cancel my *** insurance on October 13 2023, by calling into the dealer and then emailing the paperwork as requested. The first time I submitted the paperwork I was told that the documents were too big (October 17, 2023). Due to the fact that there was an issue with the first set of documents I proceeded to email ****** on: 10/20/2023, 10/23/2024, 11/6/2023, 12/3/2023, 1/16/2024, and 1/17/2024 to make sure that the documents had been sent correctly. I called into the dealership as well on 12/16/2023 and 1/5/2024 but was transferred to her voicemail. I never received a reply.On 1/5 I was told that I would be receiving a return call from a manager in regard to my problem, I did not receive a call. I finally went into the dealership on 1/8/2024 to speak to a manager and was told again that my information would be sent to ******, and she would call me back. I returned to the dealer on 1/29/24 I asked to speak to a manger, he called ****** and spoke with her and was told that in 10 business days I would be sent a letter confirming the cancelation and with an estimated date of my check. On 2/8/2024 I did not receive an email or letter by mail. I went into the dealer on 2/19/2024 and FINALLY spoke to ****** on the phone. She proceeded to tell me that the *** ins had been canceled in 2021. Which makes no sense since when I called corporate at: ************ on dates: 9/25/2023, 1/25/2024, 2/9/2024, and 2/13/2024 they told me that the policy was still active. The last time I called they gave me my policy number and suggested that I call *************** to cancel the policy. When I called she explained that the only one that could cancel my *** ins would be ****** at the dealer. So now on 2/19/2024 I am having to wait again because she needs to investigate the problem. If this problem existed they why was it not handled in January when I went in.

  Business Response

  Date: 03/26/2024

  Case ******** *****************************- did some research here in terms of time line. When we finally received the corrected documents from consumer which of course took some time, we processed the cancellation and check was written as soon as funds were in house. Typically, we advise consumers that it may take up to 90 days to fully process a cancelation.  According to attachment above, the check was issued on 3/13/2024 and ************* did pick up check from ****** and it was cashed. Thank you for being patient.

   

  Customer Answer

  Date: 04/01/2024

  [A default letter is provided here which indicates your acceptance of the business's offer.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the offer made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. If the company does not perform as promised I can get back to you at: ************************************************************.
  
  Regards,
  
  *****************************
  
  
  
  

• Initial Complaint

  Date:02/15/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On February 15, 2024, I took my vehicle to the dealership for a routine oil change and state inspection. I arrived approximately 15 minutes early to the 10 o'clock appointment and was greeted by the service writer, *******. He checked in the vehicle and advised that I could have a seat in the waiting area and he would let me know how things were progressing.After approximately 2.5 hours, I went up to the service counter requesting a status update on my vehicle. The service writer took me back to view the vehicle, and I immediately saw a puddle of red fluid on the ground. He advised that during the inspection/oil change, the technician hit a fitting for what he thought was the power steering line, creating a hairline crack that led to a leak. The vehicle could not pass inspection with a leak, and they would have to reject it in the interim.I advised the technician that the vehicle was in perfect condition before they took it back, and I didn't feel as if their mistakes should be my responsibility. The service writer told me that he would speak to the service manager about ordering a replacement part and that he would get back to me. I then left the dealership and walked across the street for lunch, considering I had been there for 3 hours at this point.During lunch, I received a text with the estimate of $684.97 to repair the broken part that they broke. When I returned from lunch, I asked to speak with the service manager, and that's when things got heated. I asked him if the vehicle had a leak before bringing it in. There was no leak on the service bay floor where I checked the vehicle in, nor was there a trail of oil to the repair bay where the vehicle was being serviced. The only puddle was directly under the vehicle where the service technician created the problem.The service manager failed to take responsibility and said that I would be responsible for the repair in whole. I may have raised my voice at that point out of frustration, and after an exchange, I said that he was acting like an a****** and that I needed to speak with the ** of the dealership.

  Business Response

  Date: 02/16/2024

  the gentleman used harsh profanity at sales tower slamming his hands down on the desk out of control offered to help woul;d not listen profanity f word etc we still put an inspection sticker on no charge 

  Customer Answer

  Date: 02/16/2024

  Better Business Bureau:
  
  I have reviewed the offer and/or response made by the business about complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  The business only referenced the heated exchange that occurred only after several attempts Ive made on my part to resolve an issue that they created. I admittedly was very passionate about my position and was very vocal about it however did not cause anything physical. If fact,  I called law enforcement to document the issue. The business did not address the fact that they created the issue and did not take full responsibility for their actions. I did not ask for them to pay for the state inspection or any of the other services, only what damage they created. I even offered to pay for the services rendered but would not pay for the damage they caused. I feel as if the business is being predatory in the way they hold their customers responsible for their ineptitude. A customer shouldn't take their vehicle in good faith to a dealership for routine maintenance only to be forced to cover additional expenses that what created by the service technician. I wasn't offered a repair of a loaner vehicle. The fact of the matter is that they broke my vehicle and then simply pulled it around and asked that I remove myself and the vehicle from the premises or it would be towed. They also misdiagnosed the issue and said it was the power steering line and was going to reject the inspections. They told law enforcement that they will put fluid in it so I can drive it away. After the law enforcement officer inquired about the safety of the vehicle, he was told in fact it was the oil line and then placed an inspection sticker on the vehicle. 

  Mind you, it wasn't towed there yet it would be required to be towed away. I have picture and video evidence depicting that no leaks whatsoever were prevalent before I took to their establishment for a routine oil change and inspection...

  The resolution would have been taking ownership of the issue created and resolving it. Any respectable dealership would have done this.  If that would have happened, we wouldn't be at this point. 

  
  Regards,
  
  *********************
  
  
  
  

  
  

  Business Response

  Date: 03/26/2024

  Case #******** I have attached the work order for this customer, *************** came in for state inspection and oil change and we offered a free multipoint inspection as well during his visit. Technician inspected the vehicle found a transmission leak that needed to be addressed. When approached by Service advisor , he starts to get belligerent and violent with service advisor claiming the technician cause a leak and vehicle didnt have pre-existing issues. The service manager got involved and he decided to threaten the service manager. At that point trying to de-escalate the situation the service manager decided to introduce the gentleman to the general sales manager to see if he can calm down to try to assist with quoted repairs but as he approached , start to curse, and threaten staff. At that point at was decided that it is in the best interest of the dealership to part ways due to the violent nature of *************** handling these findings. We decided to not charge him for repairs, nor the state inspection done on his vehicle to accommodate him 

• Initial Complaint

  Date:02/06/2024

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  2.1.24 purchased **** Nissan Versa S paid over 20K Test drove vehicle asked the salesman (******************************* ************) about keyless entry/key fob for car because only provided 1 key He said he could get me one needed to speak with **. After test driving I spoke to the ** about cost of the car & about keyless entry/key fob. The ** (***** a/kaBrandon) said he could give me keyless entry/keyfob at cost but not free I declined & left the dealership. While out in the parking lot the salesperson ****** came out & my mother and i spoke to him about getting keyless entry/keyfob and approx cost. He said I could get it but the ** would have to check with serv **** about cost & service was closed. We then went back in spoke to **. We agreed on payments & purchasing keyless entry/key fob at dealer cost. The salesman said he would deliver keyfob to my office when he had it. A form was presented to me "Nissan has promised you nothing than what's on the contract" I advised that they needed to add keyfob/keyless entry at cost on the form before signing The salesman then called the ** on the phone and said "she wants it on the form that we are giving her the keyless entry/keyfob on this paper before she signs it. ***** aka *******, said "I don't care just put it on there and get her to sign it. I hand wrote it on the form and signed it. I then said i didn't want to leave with car until the keyless entry/keyfob was provided & was told by ****** they couldn't keep the car on the lot because of liability to Nissan. We then moved to *****/******. We asked again about the keyless entry/key fob, ****** said, we'll get it to you, not sure how much the cost will be. 5 plus phone calls to **. 2 to ****** and 2 to ****** No resolution and they adv will not honor keyless entry/key fob since car is not equipped for one. Asking for credit for cost of keyless entry/keyfob install appx $559. They are refusing to talk or ************* to resolve.

  Business Response

  Date: 02/06/2024

  WE WILL INVESTIGATE AND SEE IF WE CAN ASSIST. ***** WILL CALL YOU SOON TO RESOLVE THIS THANKS. 

  Customer Answer

  Date: 02/06/2024

  Better Business Bureau:
  
  I have reviewed the offer and/or response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  **** sent me a text message and said he would not put in writing or issue check until we closed the complaint. I replied that I would p/u check when i picked up plates, and once check cleared bank, I would close complaints and update reviews 
  
  Regards,
  
  *********************************
  
  
  
  
  

  Business Response

  Date: 02/07/2024

  Please close claim as unresolved. Thank you for your patience. 

  Business Response

  Date: 02/07/2024

  Spoke to **** about this case.  *********** is saying that they do not have a we owe agreement with this customer.  The customer came back after the purchase a week later asking for a keyless entry system and fob when the vehicle comes with a key vs. fob.  *********** offered to add the install in after market with their sub contractor, the customer declined and wanted to use her own for $150 more but also including remote start.  *********** declined.  The customer then filed ********************, Consumer Affairs and other platform complaints.  *********** stands willing to provide her with the install at their cost with their sub contractor pending a we owe agreement is provided showing she was promised this feature.

  Customer Answer

  Date: 02/07/2024

  Better Business Bureau:
  
  I have reviewed the offer and/or response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  **** also known as ******* also known as ***** is not telling the truth.  I have phone records showing the telephone calls and who called me and from where  and that they started on Feb 2, ****.  The car was purchased on Feb 1, **** at approx 8:30 p.m. so I have not even owned it for a week. I actually had a conversation with ***** in Finance and he said he was going to call around to see who installs them and call me back. This was 2/2/24 at apprx 3-4pm. As of today, I have never heard anything back from ******. I did let ****** know that i was not happy and concerning that an aftermarket product would void the warranty.  I mentioned that to **** (AKA *******, AKA *****) and he said "i have never heard of that, I will call you on Monday". He then hung up on me.  I had a conversation with ******************************* (salesman) and he agreed with me that I was promised the keyless entry and keyfob and there was paperwork signed with this statement on it and said he would call me on Monday (2.5.24) with a resolution and would i accept a check for the cost of the keyless entry/key fob to rectify the situation and I agreed.  As of today, 2/7/24, I have never heard from him. I have text messages where "****" offered to cut me a check for $559 (cost of keyless entry instal) IF I CHANGED MY REVIEWS . WHEN I ASKED FOR THAT IN WRITING TO BE READY WHEN I PICKED UP MY HARD TAGS, **** AKA *******, AKA ***** has not responded. My story has not changed, my request has not changed.  **** has not provided any evidence to prove what they have offered me or that his story of me rejecting the offer. I ONLY REJECTED TO TAKE DOWN MY REVIEW UNTIL THE CHECK HAD CLEARED THE BANK  He told the BBB yesterday that the complaint has been solved.  He told the Nissan *********** that the complaint was satisfied.  None of this true and his last response to the BBB about me rejecting any offer is incorrect.  Attached are the text messages concerning his offer of the check, him telling me to change the reviews and my request to put it in writing. 
  Regards,
  
  *********************************
  
  
  
  
  

  Customer Answer

  Date: 02/08/2024

  **** aka ***** aka ******* was provided with the document and that is why he offered to cut a check for the $559 via text message on Feb 6 and i have those messages. He refused to put his offer in writing on an actual document until I removed my negative reviews.  I now know that he had no intention of honoring anything he said or signed off on.  We have never dealt with anyone named **** at the dealership until I submitted my complaint to the BBB.  When I first filed this complaint, he wrote back to BBB and said ***** would call and something would be worked out. He also called corporate and said the complaint was satisfield.  The *** of Nissan of Richmond has never provided his real name or the name of the owner of Nissan of Richmond because of the deceitful ways this dealership conducts business.  Because he is now in possession of the document, he is now changing his story of the actual events that occurred and is providing false statements to the BBB. He has done this through this whole ordeal.  We were never contacted about a remote start and we never asked for a remote start. I don't need to be able to remote start. I just requested remote keyless entry and key fob and was told and signed the document that the dealership is in possession of, that they would provide it at cost.  I called another Nissan dealership and asked about the cost of install of a keyless entry and keyfob and was provided with the cost, I then asked what the dealer cost would be and he provided the approx cost.   If you were to look at the complaints that have been filed in the past about this dealership, you would see a pattern of deceitful dealings.  *****, aka *******, aka **** has changed his story each tiime he is asked about it or puts it in writing.  My story has NEVER changed.  They have a pattern and the previous compaints show that pattern. *****, aka *******, aka **** seems to have an issue with women and honoring the deals he makes, verbal or written.  Since it appears that providing the service or the cost to have it installed as per the agreement will cause *****, aka *******, aka **** a hardship because he would have to admit to a woman that he was wrong, you can close this complaint and **** in as "closed, customer unsatisfied."   I have a personal contact who is friends with the actual owner in ********** and will move forward.  Thank you to BBB and Ms. ***** for the effort in trying to resolve this matter. 

  Business Response

  Date: 02/16/2024

  At this moment we sent you a settlement check, it has been cashed by you and we appreciate your business and patience in this matter. 

  Customer Answer

  Date: 02/16/2024

  [A default letter is provided here which indicates your acceptance of the business's offer.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the offer made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me. 

  The business sent the check and the check has cleared the bank.

  It should not have been this hard to get *****, ****, or whatever the supposed GM is calling himself, to honor the verbal AND written agreement. It is really a shame that Nissan of Richmond is allowed to continue to treat people with so much disrespect and deceitful ways. 

  
  Regards,
  
  *********************************
  
  
  

  
  

• Initial Complaint

  Date:01/22/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought a ****** Camry 4 months ago from Richmond Nissan on Broad St. After purchasing the car I noticed lots of things wrong with it with in the first day of driving. I went to dealership with my complaints and they looked at it several times to tell me nothing was wrong. *** continued to complain that something was not right with it. I went in with a list of problems and they messed with something involving the tires and once they did that it made the problems much worse. My steering was already off which they did an alignment in the beginning it helped some but once they messed with it I could hardly turn the wheel. They decided to have it sent to ****** to have it looked at. ****** has found multiple major things wrong with the car and there mechanic did not want to even test drive because he said its so unsafe to drive. I was also told the vehicle had been in an accident by ******. I was told by Nissan it had never been in an accident. They sold me a car unsafe to drive and now Nissan does not want to take responsibility. Not only when I took my car multiple times Ive asked about my brakes and I was told nothing was wrong with my brakes. Well after ****** looked at it my brakes the pads are missing hardware and the rotors are bad. Im unsure how my car even passed inspection with the brakes and all the major stuff wrong with it. *** complained about these problems since I bought the car and Ive been given the run around since I bought it. *** tried to speak with there director ***** multiple times and he has avoided me will not call me back or come to the phone. They told me they were going to fix the car and then decided they were not going to fix it. I finally spoke with **** who is now going to have my car towed from ****** back to Nissan so they can look it over. My faith in Nissan is pretty low as they have let me drive away several times with a car that is unsafe to drive.

  Business Response

  Date: 01/22/2024

  MULTIPLE MANAGERS ARE SPEAKING WITH CUSTOMER TO RE-INSPECT VEHICLE. AWAITING A TOW TRUCK TO DELIVER THE VEHICLE TO NISSAN IN ORDER TO DO SO. WE WILL RESOLVE MATTER IN A TIMELY FASHION. THANK YOU FOR BEING PATIENT. 

• Initial Complaint

  Date:01/14/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In February 2023, I purchased a certified preowned Nissan Pathfinder. The vehicle had a cracked dashboard, a damaged bumper and the carpet was coming up from the floor. I told ****** and ******* my purchase was contingent on the repairs for those items. No one called me and I've been back several times. I came back again on 8/7 and spoke to ******* who replaced ******. He was to look into my claim and call me back. Again, I heard nothing. I use my vehicle to earn money and that requires me to have an up-to-date inspection. Uber removed me from their platform in . The inspection sticker on my truck says 2/24 however the paperwork says *****, This, I feel, is a legal violation and puts me at risk if the authorities pull me over.

  Business Response

  Date: 01/26/2024

  We apologize for the inconvenience, please send us a copy of your we-owe document stating these repairs were agreed to by our company and we would love to and repair the vehicle free of charge, but If you are more interested in pursuing legal action, have your attorney reach out to us. Thank you. 

• Initial Complaint

  Date:01/11/2024

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 9/22/23, I purchased a 2019 Lexus ES 350 from Nissan of Richmond (NR) for the sales price of $38550.02. (See Scan 90). Included in the purchase price was a *************** Contract (***) or Auto Warranty which cost $2,980. (See Scan 79). An $89.40 tax was charged/collected in conjunction with the issuance of the **** (See the bottom of Scan 90). During my purchase of this auto the NR's finance manager misled me to believe I was being given the *** free of charge. However, later on 9/22/23, when I closely reviewed my purchase documents I realized the actual cost of the **** On 9/23/23, I called the finance manager and demanded cancellation of the **** The finance manager stated he would process the needed cancellation documents, but by 10/4/23, I realized the finance manager was doing nothing to cancel the ***, and this cancellation should be handled by Nissan ******** Services North America (NESNA). On 10/4/23, I contacted NESNA, filled out and emailed their Consumer Affairs Cancellation Request, the form needed to cancel my **** (See Scan 82). On 11/16/23, I learned my *** had been cancelled, but the $89.40 tax I paid for issuance of the *** would have to be refunded to me by NR. I've attempted to receive refund of this $89.40 by contacting NR on 11/16, 11/29, 12/7 and 12/22/23. On each occassion, I either have been unable to speak with anyone or have been told the service team will return my call which never happens. On 1/8/24, I visited NR and spoke with an administrative individual who told me there was nothing he could do to help me get my refund. The tax charged in conjunction with the issuance of my *** should be refunded since my *** has been cancelled, but NR has made it clear they are not willing to give me this refund.

  Business Response

  Date: 01/22/2024

  A REFUND FOR TAXES HAS BEEN ISSUED. YOU WILL RECIEVE CHECK IN THE MAIL. THANK YOU FOR YOUR PATIENCE. 

  Customer Answer

  Date: 01/22/2024

  [A default letter is provided here which indicates your acceptance of the business's offer.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the offer made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. If the company does not perform as promised I can get back to you at: ************************************************************.
  
  Regards,
  
  *************************
  
  
  
  

• Initial Complaint

  Date:01/04/2024

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I began reaching out to Richmond Nissan's ****************** the afternoon of January 2nd. For my multiple calls, no one answered "option 2" so I called back and selected "option 1" which directed me to "appointments". The "appointment" rep answered and indicated he could take a message and have someone call me back the next day because none of the service reps were available at that moment.. I left my name and number but decided to call back around 8am the next day (January 3rd). At that time, I did reach someone and asked the individual to provide me a copy of my last service receipt/invoice via email. The individual indicated she'd send the email to me in about ***** minutes. I waited a couple hours but I never got the email. So I called back 3 times and AGAIN no one answered the phone. So around 5pm, I called back and selected the option for "sales". The young lady that answered put me on hold and had me on hold for a while. When she finally got back on the phone, and I relayed my needs and frustration, she told me that service was closed for the day. I asked to speak with a manager and she stated all managers were in a meeting. I still have not received my receipt via email and when I tried to call back today (January 4th), the phone continued to ring (with no one answering). It is IMPOSSIBLE to reach ANYONE at West Broad Nissan's service department via phone and when you do reach them and voice your frustration, your concerns are dismissed. A SIMPLE ask could not be satisfied by Richmond Nissan (West Broad location).

  Business Response

  Date: 01/05/2024

  we apologize for the inconvenience. as we speak the service manager is looking into the last visit invoice and will email promptly a copy. Thank you for being patient. 

  Customer Answer

  Date: 01/05/2024

  [A default letter is provided here which indicates your acceptance of the business's offer.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the offer made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me. Moreover, I was contacted by Nissan's Parts & Service Director who satisfied my request immediately and apologized for the inconvenience. 
  
  Regards,
  
  ***********************