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:06/28/2024

  Type:Service or Repair 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 purchased a 2024 Nissan Rogue on 04/29/2024 and two days after purchase, heard a rattling of the engine that was heard in reverse, but not while driving. I brought the car in on 05/29/2024 to their dealership repair technicians to have them repair a window that had been damaged at the time of purchase and asked them to look at the car as the rattling had become consistent while driving and I was concerned. Two days after I brought the car in, the technician contacted me and said that there was something potentially catastrophic about the car and they were waiting to hear from Nissan about their next steps. I would get daily updates but each time, they were "nothing has happened yet." On June 10th, Nissan asked the technicians to do a test and then they would determine what to do. My technician went on vacation on June 12th and I never got any updates, despite calling, from June 13th-25th. I finally got a call on June 26th, but it was to let me know that their systems were down and nothing still had been done on my car. I have been in a rental car supplied by the dealership while my car has been out of commission, but as of today, June 28th 2024, it has been in the shop for 30 days and I do not have any idea when they will make the determination to fix, repair, or replace the car. I have not gotten any headway myself so I am filing the complaint to see if anything can be done to move things along as I have been in a rental longer more than the actual vehicle I own. I barely owned the car a month before it was in the shop and having a brand new Nissan Rogue and then being told something is very wrong with it, I am very disappointed in the service I have been provided and in the lack of progress in fixing my car so I can drive it again. I am also going to be writing them a letter as since it has been out of service for 30 days, my car qualifies under the Lemon Law.

  Business Response

  Date: 07/08/2024

  I am looking into this. I have never received this complaint. ************************************

  General Manager at Pohanka Nissan of Stafford

  We will also contact the customer. 

  Customer Answer

  Date: 07/10/2024

  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.
  
  I filed a complaint with Nissan **************** on June 28th (reference number ********), as recommended by my technician. I do not know why they are not aware of the complaint; I have not been reached out to anyone since I filed the complaint. I can contact the dealership directly with my original complaint. 
  
  Regards,
  
  ***********************************
  
  
  
  
  

  Business Response

  Date: 07/10/2024

  We have since spoken with client and also have Nissan involved in this claim. Waiting for them to inspect and direct us to the next step. 

  Customer Answer

  Date: 07/12/2024

  [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: **********************************************.

  I have picked up the vehicle. Thank you. 

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

  
  

• Initial Complaint

  Date:03/10/2023

  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.

  January 27, 2023, our 2018 Nissan Pathfinder vehicle stopped working. We purchased the vehicle in July 2019. We were informed the motor went out on it. We had it towed to our personal mechanic. He informed us the motor was gone, and we would need a new one. We still owe over $13,000 on this only 4 years old vehicle. When then had it towed to the Pohanka Nissan of Stafford where we purchased the vehicle. The mechanic there received our vehicle upon arrival, but he never processed in it in their system. He went on leave for a week, and our vehicle sat on their lot. I contacted them a week later and they said he was still on leave. They had no record of our vehicle being there. They found it with the keys still in it, and unlocked on the lot. We asked to speak to the *************** manager. They had us to contact their *********************** which was no resolution of our concern. During this time, we still must make payments on our non-working vehicle. They performed a diagnostics review, which we were not informed until today, March 10, that they charged us $156 and we had to pay it before we could get our vehicle moved from their lot. We were informed that our motor was gone, and it was caused by no oil in our vehicle because it all leaked out. However, when it was at the garage where it broke down, there was no oil leakage anywhere. Nor, where there any oil leakage in our home parking lot. We were informed that this type of Nissan has an internal oil gage thing and it does not show/tell you when oil is low. Even though we had just had it checked at ********** less than 2 weeks prior to the motor quitting in it. We were just nformed today that the connecting rod went bad in it which caused the motor to not function. We are requesting either we be allowed to trade our vehicle in for another one that works proper. Or, place a new motor in our Pathfinder.

  Business Response

  Date: 03/23/2023

  ************************************* vehicle needs an engine and Nissan requires maintenance records. Records for ************** changes were provided from ****** - ****** miles. *** vehicle was purchased from Rocking Nissan at ****** miles. ** get coverage we will need 4 or 5 more oil changes from the original purchase. Customer will need to reach out to ********************** ************* to dispute, if they cannot provide these records.