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:11/29/2023

  Type:Product 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 11/24/23, I engaged in a meeting with ******, a sales rep from Auto Giants Nissan, to explore the possibility of trading in my **** **** for a 2023 Nissan ******. Subsequently, a loan application was submitted, including my son ****** *, and approval was obtained. A down payment of $1400 was remitted to Auto Giants. During the transaction, ******, the sales floor manager, requested a I sign my son's name (forgery) on the agreement, with the understanding that he would return the following day to formally sign the contract and complete additional paperwork. The sales agreement was not provided to me during this process. On t11/25/23, I communicated to **. ****** via text that I did not want to complete the purchase. Upon my arrival at the facility on November 25, 2023, at 3 pm, I engaged with **************** who facilitated the exchange of keys, providing me with access to my S550 while I handed over the keys to the ******. ****** proceeded to the *************** In this encounter, ****** communicated the necessity of refunding my deposit to *************. ************, however, conveyed a limitation in her access to execute the refund. In response, ****** said he would guide ******** through the refund process, assuring me that no further action was required from me. I left. ****** informed me that the reimbursement would be processed within 48 hours. 72 hours have elapsed since this commitment, and I have not received my refund. I kindly seek clarification on the status of my $1400 being returned to my bank, given that the vehicle was returned within 24 hrs. and $600 to cover incurred late & insufficient fund fees from my bank and creditors. These charges resulted from Auto Giants' failure to refund my down payment within the initially stipulated timeframe, as promised.

  Business Response

  Date: 12/09/2023

  The customer had agreed to trade in their car and lease a new maxima. did paperwork and took possession of the vehicle and processed their down payment. the very next day decided they didnt want to go thru with the transaction and we proceed to unwind the sale for them without any discussion. when the customer returned the next day they wanted to spend no time to go thru the unwind process just wanted to get in their car and go. She did the tranaction on friday 11/24, unwound the deal on a saturday 11/25. and we got with the accountanting department on monday 11/27. the refund was processed wednesday 11/29.

• Initial Complaint

  Date:09/28/2023

  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.

  I purchased a vehicle from this business, paid in full, and expected to take it home the same day. Prior to that I was never told the car had not been inspected, and during signing was told that it only needed new light bulbs and I would have the vehicle in two days. After that, I kept getting told it would be longer and longer until I would get the vehicle until one day when I finally drove an hour to meet and pick it up, I was told they weren't selling it to me. All I have wanted for three weeks since then is a refund. I've been without a vehicle for over a month and waiting for the dealership to figure everything out so I can purchase another car. I have been more than patient with them and already lost money in the gas that I’ve used and the month of insurance I had to pay on the car to even purchase. When I was finally told I was issued a refund it was a lie. I waited a week to contact them and found out the manager that said he had refunded me never did it. The accounting department told me that they finally issued the refund but I would not be receiving processing fees back because it was out of their control, so I'm taking even more of a loss on a vehicle I never had.

  Business Response

  Date: 11/07/2023

  I am sorry for how this experience transpired. Due to the merchant equipment we use to process Card transactions we only have access to the amount we collect not the fees associated with the transaction, those are held by the company we use to process the transaction. We have since got this issue resolved with the merchant and will be issuing you a full Refund of the fees. I will be reaching out to you shortly or you can call me at the store ************
  ***********************
  General Manager

• Initial Complaint

  Date:05/10/2023

  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.

  My son, *************************, was looking for a Certified Preowned Nissan Rogue to purchase. He found one at AutoGiants, in Woodbridge, VA, approximately 4 hours from where he lives.When they arrived at the dealership on April 25, 2023, the salesman ***** couldnt find the car in their system. ****** suggested looking in the Certified PreOwned section and ***** found it there. ****** test drove it and a different one, and decided on his first choice. The *****, however, had a strong cigarette smoke smell and was not very clean. ***** the salesman said they would clean it and use a special machine to get rid of the smoke smell. I forgot to bring my checkbook to make the down payment as a co-signer. They agreed to complete the paperwork that night, and then I would bring the deposit the next day. This would also give the dealership more time to clean the smoke smell out of the car. The next day, April 26, 2023, we arrived at the dealership after spending the night with a relative. We were given a copy of the ****** which shows the vehicle was advertised for sale from Auto Giants Nissan in Woodbridge, VA as a Certified PreOwned vehicle on March 1st, 2023. I asked for a copy of the *** warranty to have in case the vehicle had a problem. The finance manager told me that the vehicle was not Certified PreOwned, but the listing online showing it was a *** just meant it was eligible to be a ***. We have asked at two different Nissan dealerships and this is a false statement. If its listed as a *** it must be a ***. Also, the vehicle had not been cleaned at all. *****s boss also told me and ****** the license plates would be mailed to ****** from the dealership. We received an email on May 4th, 2023 stating our license plates had arrived at Auto Giants Nissan and we needed to pick them up because they were not allowed to mail them. Again, this dealership is 4 hours away.We have tried numerous times to speak with someone; calls and emails are not returned.

  Business Response

  Date: 06/19/2023

  I have activated the *** on this vehicle. The vehicle did pass a *** inspection and it list on the ****** as such. I have also had tags ***** out to customer. It is standard practice for our dealership to email a customer when their tags are done, and seems no one communicated that fact the customer lived so far away and we would send their tags to them. I can be reached at ******************** to discuss any more details.

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

  General Manager

  AUTOGIANTS NISSAN

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

• Initial Complaint

  Date:01/30/2023

  Type:Sales and Advertising Issues
  Status:

  UnansweredMore 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 took my car to Auto Giants Nissan for an oil change. My oil change wasnt done and it caused my engine to collapse. I had a total of 3 separate inspections: 1 from Auto Giants Nissan itself. 2- From ******************************* and 3 from the warranty private inspector and all 3 inspections findings are the same ( there was no oil showing on the dip stick) and Now, I need a brand new engine replacement and Auto Giants Nissan refuses to accept their defect in workmanship. I have been without a car for almost a year now.

• Initial Complaint

  Date:01/05/2023

  Type:Service or Repair Issues
  Status:

  UnresolvedMore 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.

  We purchased a vehicle in November 2022. The window is leaking and has turned the car into a waterpark. Additionally, the turn signals are reversed which is a safety hazard. My husband sat there for 6 hours and was told there was nothing they could do unless he left the car. But, they did not offer his rental or a way home. We live almost an hour and a half to two hours away. I have emailed, called and left voice messages and no one has responded.

  Business Response

  Date: 02/17/2023

  We have reached out to ***************, and had him come in so we could get the vehicle taken care of. This has already been done on 2/3/23
  He was given a loaner vehicle while we corrected the issues with his vehicle

  Customer Answer

  Date: 02/21/2023

  [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 vehicle still retains water and the problem has not be rectified. We have reached out to AutoGiants and Nissan and have not received a response regarding our emails. This problem is 3 months old and I fear my car will have mold because they have not fixed the problem properly 
  
  Regards,
  
  *************************
  

• Initial Complaint

  Date:11/17/2022

  Type:Sales and Advertising Issues
  Status:

  UnansweredMore 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 September 17, 2022, I purchased a new car from this dealer. Along with the vehicle purchase, I purchased ********** Insurance (to cover wires, wheels, paintles dent repair, etc.) for $1,595. After reading the contract, and seeing all of the exclusions, I realized that I had purchased insurance that didn't have value. The contract for the insurance allows for a 30 day cancellation period. I canceled the insurance in writing on October 4, 2022. The dealership has refused to process the refund for the cost of the insurance. It has now been more than six weeks since my in writing cancellation request.

• Initial Complaint

  Date:10/18/2022

  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.

  Business New Name: **** ****** Nissan in Woodbridge, VA ***** Business Phone Number: ###-###-#### Same address as “Cowles Nissan” Bill of Sale date: September 16, 2022 Chief complaint: this business purchased our leased 2018 ************* ****** from us and as of today (a month later) we have yet to receive monies due to us for the difference owed to ************* and the price sold! We have been beyond patient but at this rate contacting the sales manager & general manager has been ineffective. Thus, we wish to collect the monies due to us ASAP as they have had a whole month at no fault of our own but rather their lack of proper business principles! The total amount owed is $2753.00 (Ref. BOL & Pay-Off Quote attached) Also, as of today (10/18/22) I contacted their CEO/President which I found in ******** but I still wish to formally file a complaint against this business due to their lack of concern and transparency for customers as we got “run around” long enough! If a customer was to owe money to a business I’m sure things would have been dealt with very differently! Thus, you are our last resort so thank you in advance for your time & assistance!