Complaints

This profile includes complaints for Alan Webb Auto Group's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Alan Webb Auto Group

  3712 NE 66th Ave Vancouver, WA 98661-7245

• 

  Alan Webb Auto Group

  3716 NE 66th Ave Vancouver, WA 98661-7245

• 

  Alan Webb Auto Group

  3608 NE Auto Mall Dr Vancouver, WA 98662-7000

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:04/28/2025

  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 am filing a complaint against Alan Webb Nissan (Vancouver, WA) and Nissan ************* regarding unauthorized repairs and partial warranty denial on my 2018 Nissan Rogue (VIN: *****************).At approximately ****** miles, I brought my vehicle in for a transfer case issue. During my conversation with *****, a representative from Nissan Consumer Affairs, I was informed that while my drivetrain warranty had expired, my vehicle was still covered under the Continuously Variable Transmission (CVT) warranty, which extends up to ****** miles and includes the transfer case.Despite this confirmation, another representative, ******, later stated that only 60% of the repair cost would be covered, leaving me with an unexpected balance of over $2,000.I clearly instructed Alan Webb Nissan not to perform any repairs. However, they proceeded to complete the work without my authorization. After I attempted to follow up with Nissan Consumer Affairs, ****** failed to return my call for a week, leaving the situation unresolved. My vehicle remains at the dealership because I did not authorize the repair and cannot pay the disputed charges.Desired Resolution:Nissan to honor full warranty coverage and cover 100% of the transfer case repair.Alan Webb Nissan to cancel all unauthorized charges.A written explanation for the inconsistent warranty decision.

  Business Response

  Date: 05/06/2025

  We understand your frustration and appreciate your patience while we have been working with Nissan to find a solution. We were able to get the resolution that you were looking for and our service director will be calling to go over it with you. 

  Customer Answer

  Date: 05/08/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***** **********

• Initial Complaint

  Date:04/15/2025

  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 4/14/25 my wife dropped off her 2015 nissan pathfinder to the service department due to a failing fuel pump. I was told that they needed to perform a diagnostics test to determine the fuel pump is indeed failing. I was billed for the diagnostic services due to our extended warranty being expired. My issue is that I asked for the information of what tests they performed to verify the fuel pump was indeed failing. They would not provide any information to what tests they performed, except that they claim they did a test drive; which would not show any signs of failure because the tank was full and only exhibits signs of the pump failing when the tank is 1/3 full or less. Recoded miles on invoice is also the same IN as OUT showing they did not test drive the vehicle. I also asked to speak with the technician that performed the diagnostics and was denied. I asked to speak with the supervisor and was also denied.

  Business Response

  Date: 04/21/2025

  The service director reached out and advised the technician did drive and duplicate the concern with the fuel issue and diagnostics isolated the fuel pump. We also failed to change the out mileage on the repair order and due to that we are refunding the diagnosis fee, a check has been sent out.

   

   

• Initial Complaint

  Date:02/27/2025

  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 new 2025 Chevrolet Blazer EV from Alan Webb Chevrolet, on 1/26/25. I did not sign a post delivery form looking over this car either. Once I got it home, I noticed a few flaws with the vehicle. 1) Drivers side front/rear roll down windows had swirled shaped scratches in them and not able to be removed without replacement.(Dealer has agreed to replace under warranty), 2) ********** has scratches on the bottom drivers side corner, looks like razor blade marks.(***** with **** **** has agreed to replace, with comments stating he thinks it happened after I bought it.) 3) Drivers side front corner of the bumper, had scratches.(This has been fixed but not completely. the panel is still loose and the paint is not good enough. The dealership will be taking it to a body shop of further review). 4) Rear bumper area on the passenger side rear corner had a rub mark down to the plastic(been fixed, but whole bumper was not painted and it was just touched up). This vehicle is suppose to go back to the dealer on 3/10/25 for the glass repairs and for the body shop to look at the front panel. I am not happy with this car due to the fact that it was brand new when I bought it and these issues could have been prevented with a more careful delivery process and attention to detail as a vehicle is on their lot.

  Business Response

  Date: 02/28/2025

  The item noted at the time of delivery was addressed and will be readdressed on the 3/10. The additional items cam up 2 weeks after delivery. The side windows took a focused light source to be seen and are being replaced under manufacturers warranty. The windshield looks like an ice scraper or something with a larger surface area than a razor blade but it is being replaced by the dealership. We are addressing the items that were noted at time of delivery and two plus weeks later.

  Customer Answer

  Date: 03/01/2025

   
  Complaint: 22999658
  
  I am rejecting this response because:  I am not happy that a "BRAND NEW VEHICLE" needs to be painted and possible other body work since we do not know why the front drivers side corner is loose and not lined up.  I do appreciate the dealer helping with the windshield.  The roll down glass is easy to see the "human defects" in it when it is in the sun.  I understand the dealership is going to fix it but I am really unhappy with the overall experience with this vehicle and the dealer that sold it to me.  The vehicle was not very well taken care of while on the lot of Alan Webb Chevrolet.  I know a "Vin Swap" is not really out of the question, but the dealer refuses to do that as well.  I fell like I bought a used car and not a new one. The other issue is the time line on which it is getting fixed.  I am not able to get the painted surfaces protected on the vehicle until it is all fixed which is not right as well. 
  

  
  
  Sincerely,
  
  *********** *****

  Business Response

  Date: 03/09/2025

  The item noted at the time of delivery was addressed and will be readdressed on the 3/10. The additional items cam up 2 weeks after delivery. The side windows took a focused light source to be seen and are being replaced under manufacturers warranty. The windshield looks like an ice scraper or something with a larger surface area than a razor blade but it is being replaced by the dealership. We are addressing the items that were noted at time of delivery and two plus weeks later.

  Customer Answer

  Date: 03/10/2025

   
  Complaint: 22999658
  
  I am rejecting this response because:  The response was the same as their first response.  This doesn't fix the fact that a brand new vehicle has to be painted and not even painted correctly.  I should be able to have bought a new car with no paint defects.  I guess I will have to move this up the ladder to General Motors. 
  
  Sincerely,
  
  *********** *****

  Business Response

  Date: 03/20/2025

  The response will remain as originally stated. We addressed the concern found at time of delivery and the other items were brought to our attention over two weeks after taking delivery and we agreed to address those.

• Initial Complaint

  Date:02/10/2025

  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.

  2015 ************* purchased from them Dec 10 2024. Got Oregon Emissions report, delivered to **** **** on Dec 11. I was only given a 21 day trip/temporary permit expiring on Dec 31. They would NOT give me the paperwork to go title and register in ****** in person. Was told the temp was good enough. On Jan 15 I called the titling department as I had not yet received Oregon documents and was very rudely told those documents were not processed and submitted until Dec 23, 2024. - On Feb 9 I called Oregon DMV who said there was a missing document and while it took them until Jan 24 to scan in the submitted applications for title, etc from ****, they sent **** and myself a "missing document requirement letter" (of which I NEVER received as of 2-9). ****** WILL NOT title the vehicle until **** submits 'bill of sale from ***** a co owner on the ** title"- **** sold me a vehicle I cannot legally drive nor have been able to legally drive as of 1-1-25. - **** either needs to correct this situation immediately or refund me the entire purchase value of the vehicle + the maintenance and improvements invested in said vehicle to include new tires, transmission, front & rear differential fluid exchanges.

  Business Response

  Date: 02/12/2025

  We were not aware of any delay in processing the title and registration until we received a call from the customer on Monday the 10th as we had not received any correspondence from Oregon *** either. The title and titling documents for the new customer were sent *** on 12/23. 2/10 we had reached out to OR DMV and 2/11 they advised us they are requesting an additional signed document from the previous co-owner of the vehicle. We have spoken to the previous owner and co-owner of the Tundra  and have an appointment to get it signed and will get the documents requested to ********** as soon as it is signed. We did advise the customer that he can purchase a trip permit from Oregon DMV and that we will reimburse him so he can legally drive the vehicle. We will update the customer once we have the signed document to complete.

  Customer Answer

  Date: 02/12/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me with the assumption this will remain a high priority and get resolved in the near future.  If not, I will attempt to re-open the case or open a new one and reference this case.
  
  Sincerely,
  
  **** ********

• Initial Complaint

  Date:06/03/2024

  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.

  My daughter found her front seat car vehicle carpet wet to the touch. She took her vehicle to Alan Webb Nissan to have it inspected after being told to do so by the dealership we purchased the vehicle from (Carmax). At ***************** she was told they found mold. She obviously told them to investigate further because this is a trigger word for customers. Anytime 'mold' is mentioned the customer's fear response takes over and will pay almost anything to make sure their health does not get affected. She was given an original estimate of $360.00 dollars. They found a ***************************** full of water because the drain plugs were plugged. She was never given the option to stop the service there but that they needed to continue investigating because of the mold they had found. In speaking with a manager namely ***************, I asked how come there were no pictures taken and he said that only when they found something different than originally diagnosed. They charged her with seven plus hours of work hours at ****** per hours. No part were needed, as this was only a clean job. I think they took advantage of her being a young lady trusting others in doing the right thing. My daughter is a full time student working on her BA and works full time. I was able to pay for half of the work as she could not pay the entire bill on her own. She also lives on her own and pays her bills. Without proof how do we know what they said they found. Where is the protection for customers? and young people. Thanks Date Of Trasanction: 5-7-24 Total Charge for Service: ******* What the business commited to provide: Removal of mold found.Nature of dispute is: I think my daughter was taken advantage of with fear of found mold in her vehicle that had a water leak. Youn lady that is 21yo.Daughter: *************************** Customer Number: ****** Invoice Number: ****** Service Advisor: 7532 ************************* ********: customer service person ***************: manger (called me on 6-3-24) at 1700

  Business Response

  Date: 06/08/2024

  Customer brought vehicle to ********************** complaining about the floor being soaked in water front and rear as well as hearing slushing sound. Upon performing the diagnosis that the customer authorized for $360.00, the problem was found with plugged drain lines from the sunroof and a large debris build up at the exit point of the sunroof drains and windshield cowl. The findings were relayed to the customer along with the amount of $1465.84+tax for the diagnosis and additional 5 hours of repair needed to clear the clogged sunroof drains, remove debris behind the fender liners, remove debris from the windshield cowl, remove the seats and carpet from the vehicle to drain the floor pan and dry each component, then install all components, calibrate components after reinstallation and verify no further leaks. The customer approved the repairs. The diagnosis was done at the customers request and the work was completed with the customers approval once the cause and estimate for the correction were identified, these items were not sold the to customer unrequested.The vehicle was repaired properly and no longer has a problem as is the proof the work was performed.

• Initial Complaint

  Date:03/13/2024

  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 took my vehicle to this dealership due to a water leak. I filed through my insurance. They had my vehicle for over 2 weeks, dumbed a bunch of water in the vehicle (to find the leak), which I understand. But when I picked up the vehicle there was a river in my vehicle. They refused to do the cleaning, though my insurance agreed to have this done, unless I paid to do the repair which was not there call. My vehicle ended up being infested with mild due to there negligence. Now I am out nearly $7000 due to my vehicle being totaled out because of the severe mold.

  Business Response

  Date: 03/13/2024

  *****************,

  We would like to clarify that we advised that cleaning the vehicle would not resolve the issue and the same issue would arise shortly due to the repair not being performed. Our advisor felt like he was acting in your best interest as you would be spending money on a problem that would be back in short order due to the winter weather in the Northwest. You reached out to the management team and made us aware of the situation, at that time the service manager called and spoke to you apologizing for not handling the situation better and scheduled an appointment to have the vehicle cleaned. Unfortunately, the car didn't arrive for that appointment, and it was not rescheduled. We are sorry to hear that was totaled and we will be honoring your request. 

  Business Response

  Date: 03/13/2024

  The complaint name is different than the name on the repair order. We were acting in what we felt was her best interest by not spending the money on the cleaning until the repair was done otherwise it would be back right away and would be constantly spending money on cleaning. Once the customer contacted us we had set an appointment to clean as she had requested and did not show up for the appointment. As we were going to clean it we will honor her request and pay the $473.62 to her. Do we pay BBB directly or the name on the complaint or the name on the repair order?

   

   

  Customer Answer

  Date: 03/14/2024

  
  Complaint: 21425822
  
  I am rejecting this response because:

  While I appreciate you saying you were trying to save me money and advise me that the cleaning would not fix the defective part but that is not part of the services I needed. I needed my vehicle to be cleaned as requested.

  When I brought my vehicle to the dealership, the dealership was to diagnose the water leak, any wiring issues (Ex. Corrosion, etc.), the reason why my ABS light was on, the reason my center console kept going out, & the reason my Stabilitrak light kept coming on. You all did not do that. I received a vague diagnosis that was for $2341 for the repair and &1520.45 for the initial cleaning of my vehicle. So, I called my insurance company and they stated that they authorize the cleaning (as they were paying for that). I let them know that I did not have the funds to pay for the repair and they stated that was ok, I was only responsible for my deductible. The reason why they authorized the cleaning was due to the service advisor not having the full diagnosis that I brought it in for. Had the service advisor, ****, done his due diligence by fully diagnosing my vehicle, this could have been addressed weeks earlier and would have saved my thousands of dollars.
  

  **** then stated that he does not think I should do the cleaning as it will not solve the issue going further if water gets back into the vehicle. I let him know that the insurance stated that was ok, my insurance said that I can have it cleaned. He stated I should wait and think about it, pick up my vehicle and let him know later. I showed up to pick up my vehicle and as I left and turned the corner, it sounded like an absolute river under my vehicle. I did not think anything of it as I was trusting that the dealership would not drown my vehicle by leaving so much water in it. I went to get into my car (after 2 days of it being parked)  and it was covered in mold. My entire car was covered in mold, from the all-weather mats, the cup holder, the seat belt, and anything else you can think of all the way to my trunk. Proper cleaning and prompt action are essential to prevent mold growth.

  I then called the dealership and let **** (my service advisor) know. He stated that he refuses to do the cleaning as it would not solve the water problem. I stated that I would not be driving the vehicle, and it would be covered under a car cover (which I have the amazon receipt for). He then further stated that he would still not complete the cleaning because it would not solve the water intake even though I readdressed the concerns shared by myself and *****.
  

  Honesty and clear communication are crucial. If the service advisor had not misrepresented their role and failed to provide accurate information, then this could have saved both of us stress, anxiety, and overall dealership experience. Transparency from the beginning would have prevented misunderstandings and potential issues. Your service advisor **** misrepresented himself by saying that he was the service manager when I asked to speak to him. You guys had every chance to clean out my vehicle as my insurance requested and sent the payment for. But instead, adamantly refused while allowing the mold to worsen severely.

   Now, I am not complaining about having to pay you for diagnosing my car, I know that is part of the process. But the diagnostics were incomplete, yet you asked me to pay for the repair upfront. A thorough diagnosis is essential before proceeding with any repairs.  Neglecting to vacuum out the water after identifying the leak worsened the situation. The focus should have been on resolving the issue holistically, including cleaning up the water.

  The reason why I'm filling this complaint is because you guys refused to do the cleaning until I paid the $2341 for the repair. But failed to adequately diagnose my vehicle. You refused to answer my questions and beat around the ****, so I had to get my male cousin involved because I felt like you guys were trying to manipulate me due to my lack of knowledge of the situation. The involvement of my male cousin shouldnt have been necessary. All customers deserve respectful and honest treatment. Transparency and accountability are crucial for customer satisfaction. When my cousin came on the phone, the tone of the conversation changed.

  I then continued trying to get clarification about the part that failed, what happened with my diagnosis, why you all are refusing to clean up the mess you made, my questions were unanswered. Refusing to answer my questions and failing to fully diagnose the issue thoroughly is inexcusable. Being where the issue was located, this is not something that is easily accessible nor is it in the owners manual. Both the service advisor and insurance adjuster were both aware of what the issues were, and neither could explain why this situation was feeling like you all were only interested in the repair cost and not in cleaning up the mess you made. Your dealership should have taken full responsibility for the water damage caused during the service. You should have rectified your mistake promptly and ensured my safety and satisfaction. Please listen to recorded phone calls from that day so that you can see where I am coming from. 

   By the time the service manager spoke to me and said that they would do the cleaning, my entire car was already covered in mold. From the all-weather mats, the cup holder, the seat belt, everything I had in the vehicle, the leather seats, and anything else you can think of all the way to my trunk.  So, my insurance had no choice but to go another way. Due to the severe mold in my vehicle, my insurance has had to total my vehicle. I am now out the difference my insurance did not pay to cover my vehicle payout which was $2576. Plus, the taxes on my new vehicle of $3585.20. I would not have had to pay this money if the dealership would have done its job. My plan was to utilize this vehicle as a down payment on a new car in a year or so. This has undoubtedly caused significant inconvenience and financial loss.

  Had your dealership not have flooded my vehicle and give it back this way, refused to answer my questions, fail to completely diagnose my vehicle, fail to clean out my vehicle after you dumped an enormous amount of water in it, refuse to do the thorough cleaning which includes pulling out the carpet and seats though the insurance sent a check for this, I would not be out such money. 
  

  I have been utilizing your services for both of my vehicles, this is why the name on the complaint and the name on the repair order is different. The vehicle belonged to ***************** (the complaint) and the name on the repair order is *************************. Please, make no mistake, that vehicle was paid for and belonged to *****************.  
  

  The refusal to perform a comprehensive cleaning, including pulling out the carpet and seats, despite the insurance check, is deeply concerning. The service advisors behavior and refusal to answer questions needs improvement. You as a dealership should have been more proactive and transparent, this situation could indeed have been avoided.
  

  I appreciate the offer to refund me the amount I paid, but seeing as my vehicle was totaled due to your lack of service, I should be further compensated as I am out financially well over $6000.
  

  Sincerely,
  
  *****************

  Customer Answer

  Date: 03/20/2024

  Hello, I am wondering what the current step is for my submitted complaint? Is there anything you need from me? Do I just wait for ***************** to contact me? 

   

  I appreciate all of your help and support. 

  Business Response

  Date: 03/22/2024

  We respectfully disagree and stand by our decision that to refund only the diagnosis paid as a goodwill gesture. The following is an outline of the events and timelines:

  -Customer made appointment 12/27/23 for 1/8/24

   -Customer dropped off the vehicle 1/8/24

  -We were unable to locate leak on multiple attempts and continued diagnosing until 1/23/24 when it was found that the intake air duct seal in the engine bay firewall leaking

  -The customer was advised via phone and text link the repair and what the costs associated with the repairs would be.
  -Customer came in person on 1/25/24 to pick up the vehicle and declined to have the repairs done at that time.
  -Customer called back after a few days stating she wanted to us to dry and clean the vehicle. We advised her without performing the repair on the water leak that the vehicle will just fill with water again and we declined to schedule an appointment to only dry and clean the vehicle as it would not address the issue and would happen again especially considering how much rain we receive in the ** during the winter and spring.
  -Geico came into the dealership in person around 2/1/24 a week after the vehicle was picked up to discuss the damage to the vehicle. We went over all documents and repair solutions with Geico at that time.
  -Customer called on a Friday either 2/2/24 asking for the service manager, he returned her call and she expressed how she wanted the car cleaned and dried. She stated she was unhappy we would not perform the drying without doing the repair. The service manager explained the situation that without fixing the vehicle the water would return. She stated she wouldnt drive the vehicle much and could park it under cover. I said if she felt that strongly we would happy do as she asked as **** as she understood it would happen again. She asked how much it would be. The service manager told her we would do it for the same price regardless if the vehicle was in worse condition now. The service manager scheduled her to bring it in Monday 2/5 at noon then we would have it done within a few days.

  -The customer did not return for the appointment and did not make and did not make an attempt to reschedule.
  -Customer filed a general ********************** consumer affairs case requesting goodwill assistance. We responded to the general motors with the requested documentation. GM declined to assist customer on 2/20/24.

  The leak was existing prior to the vehicle being brought in and the customer had picked the vehicle up a week prior to calling for the repair and between the weather and time we have no ownership of what took place in that time. As stated earlier we will honor reimbursing her for the diagnosis.

  Customer Answer

  Date: 03/28/2024

   
  Complaint: 21425822
  
  I am rejecting this response because:
  

  I appreciate the timeline, but you left out a few things.

  While diagnosing the leak you had to utilize your water machine.

  I was told I should come pick up the vehicle by ****, your service advisor because I did not have the funds for the repair though I asked him to perform the cleaning. I did not just show up. He suggested I should wait to do the cleaning until I had the funds to do the repair.

  Your service advisor refused to do the cleaning though he should (at minimum) have vacuumed up the water that you all dumped into my vehicle before I arrived to pick up my vehicle. That is part of the service.

  The amount of water in my vehicle when I dropped it off was minimal. The amount of water in my vehicle when I picked it up, especially in my backseat, was flooded and coming through the carpeting. It was halfway up the bottom of my seat in the rear.

  My vehicle was parked and covered, so, there was no extra water intake on my side from the time I picked it up to the time my insurance was forced (due to your negligence) to total it out due to extensive damage. I did not drive it at all. Nor did I know the state of which I received my vehicle in. Had I known how badly you damaged my vehicle, I would have called sooner. Because, as I told ****, I was not going to drive the vehicle, I had another to drive, it would be parked and covered.

  The geico adjuster showed up at the dealership, but the Geico adjusters manager approved the cleaning. Again, please listen to the phone call that took place on 2/1/2024. That is when the adjuster was at the dealership.

  The service managers call was well after the severe mold developed. Because as I stated, it was after you all dumped the river of water in my vehicle and gave it back that way. And again, I found the mold after it being parked and covered for a while.

  The service manager scheduled me to bring in the vehicle on Monday, but that did not negate the fact that it was already infested with mold before the scheduled appointment. I was told to hold off on that appointment by ***** that Saturday so that I could speak to the adjusters supervisor. I even called the dealership around 3:21p that Monday to let them know I was told to hold off. Again, the vehicle was already infested with mold so whether I showed up or not for that appointment is irrelevant.

  I did file with General Motors due to your negligence. The only reason they denied the claim was because I refused to do the repair. Which again, should not have been their concern.

  I am assuming the reason you refused to do the cleaning was to force my hand to pay for the repair which was bad business. You are in the customer service business, and the fact that I wanted to pay for the cleaning and not the repair should not have been your concern as that is not what I asked for.

  Yes, the leak existed prior to the vehicle being brought in but there was no damage to my vehicle until your dealership dumped a river of water and let it marinate. To your point, we live in the **** so your dealership should not have damaged my vehicle the way you did.

  The vehicle was in worse condition because of your negligence. It did not look that way, nor was it flooded that way before I brought it into the dealership. You all damaged it that way and then to ** to force my hand, refuse to clean up your mess.

  I will reiterate what I have already stated, I am out well over $6000 due to Alan Webb Chevrolet flooding my 2014 Buick Verano with so much water it was coming through the carpeting up to the middle of the seat causing mold to grow everywhere throughout my vehicle. My vehicle was not brought in this way. I expected it to not be returned this way. You should not have demolished my car and now try to wipe your hands clean of all blame and responsibili**. I am looking for further compensation due to Alan Webb Chevrolet demolishing my vehicle costing me severe financial hardship. 

  Sincerely,
  
  *****************

  Customer Answer

  Date: 04/04/2024

  Hello, I inquiring about the complaint I have submitted. It states that the BBB has closed my complaint but there has been no resolve between myself and the business. Does that mean the BBB is is agrriance with the business? What do I do at this point? 

• Initial Complaint

  Date:01/29/2024

  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 car from ***************** on 12/2/23 and paid $264.75 in ********* Fees. I received a call stating that I needed to pick up the plates. I called them back requesting that they mail them to me since I live over 2 1/2 hours away. On 1/2/24, they told me that they would be mailed and confirmed my address. When they did not show up by 1/10/24, I asked for a tracking number but they would not provide one. However I was told they were mailed on 1/3/24. I checked with my local post office and they informed me that a memo had gone out to all dealerships in the ******************* that plates MUST be sent with tracking. Of course they could do nothing for me since I could not provide them with any tracking or proof of shipment. On 1/16/24, after my temporary registration expired I once again tried to get a tracking number with no luck. I then went and asked the **** of ********* what I should do. They informed me that $219.75 was paid in fees and that my registration is valid, but I would have to pay an additional $77.00 to obtain new plates. I then checked with all my neighbors to see if they might have seen anything but to no avail. On 1/26/24, I received a letter from ***************** dated 1/24/24 stating that my "license plates were in" and that I needed to pick them up at the cashier's desk. I had my brother go by to get them, but they could not find them or provide a tracking number.At this point I am requesting that they provide me with what I paid for or compensate me for my loss. I paid $264.75 and received nothing. I need to be compensated in the amount of $122.00 ($264.75 less $219.75 plus $77.00). I'm guessing the extra $45 is a just (mis)handling charge. That should be refunded to me as well. It is unfair to put the onus on me to resolve this matter and then chase them down for reimbursement. I would like my license plates and registration or a check for $122.00 to resolve the matter or it needs to go to small claims court.

  Customer Answer

  Date: 01/30/2024

  The plates finally showed up 27 days after they said they mailed them. I am guessing since they sent that letter on the 24th telling me to pick them up, they were just sitting in a desk somewhere and they finally put them in the mail. ****** for everyone....send plates with tracking!

  In any case, thank you very much for your help and you can now close the case. 

  ******

• Initial Complaint

  Date:04/04/2023

  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.

  MY CAR WAS STOLEN FROM THE DEALERSHIP IS AVOIDING MY CALLS AND ARE REFUSING TO FILE THE CLAIM THROUGH THEIR INSURANCE.I dropped my car off 3/22 for early morning service the following day.3/23 at 2:28 PM the service manager **** called me to inquire about my car, and confirm it was stolen. **** was apologetic and shocked by the theft. He told me it has never happened before and they had already filed a police report and would get back to me by the end of the day. **** said cameras revealed that someone first broke into their (poorly) secured garage, took my keys, and drove off with my car. Since this, I have been calling and leaving messages with Nissan and had extremely poor communication. My car was stolen from the dealership and are refusing to file the claim through their insurance.Since this, I have been calling and leaving messages with Nissan and had extremely poor communication. On March 27th I reached out to **** again and requested to speak to the *** **** told me he would talk to the current *** *************************, and inform him. March 27th ****** called me back and said he would be in contact with me that week. This was Monday and I did not receive a call back all week.Monday April 3 I call/leave messages with Nissan and am promised a call back. No return call.April 4 I call and leave messages for a call back, never received one.communicating the rental extension and leaving to worry and wonder the fate of my claim. The week of the 27th they did not contact myself or the insurance, adding an unnecessary delay. I spoke to Federation and their agent assigned ****, told me the dealership did into want to take the claim and would only cover excess. Now I am forced to file a claim through my insurance, for a vehicle that was stolen off their lot while in their care. They are taking little responsibility and showing no concern for me, making me wait and not returning my calls. I spoke to ************************* who gave me information about pursuing legal action.

  Business Response

  Date: 04/07/2023

  Rilee,

  We feel terribly that your car was stolen and I apologize for the inconvenience and miscommunication. I left a voicemail with my personal contact information if you needed any assistance. I have spoken with our insurance company to verify that they are involved and we have had them involved from the first step. The applicable coverage from our insurance is that they cover the deductible, the rental, and anything your insurance provider doesn't cover so that you aren't inconvenienced with any financial responsibility. Unfortunately, we did not do an effective job of relaying the information or giving you the assurances that you deserve, please accept our sincerest apology and if you need anything please contact us at your earliest convenience.

  Sincerely,

  Alan Webb Nissan

  Customer Answer

  Date: 04/07/2023

   
  Complaint: 19895189
  
  I am rejecting this response because: I think this is a fabricated response. I did not receive a voice-mail with a contact, but I would like to speak someone. ****

  The employee at ***************** told me your insurance is only covering excess because they said they are not liable. I was told that because the theft occurred over a stretch of time overnight, they were not liable. I am not sure if this is ******************** or ********************* decision.  Both used exactly opposite language.****

  I am unhappy that I am filing through my insurance at all. If ***************** was in possession of my car and my keys, on their property, I shouldn't have to file a claim on my insurance, effecting my claim history, because the safety of my car was neglected. ****

  This has caused me additional stress even since the last comment. My car is also valued lower than it should bc it was stolen and there is no way of verifying things like condition. I have spent hours looking for better comparable vehicles but I will be taking a loss on the items in my car. I am also at a loss for the life time pil changes I had purchased for my vehicle from ***************** in 2013. How will this service be compensated? 
  
  Sincerely,
  
  Riee King ****

  Business Response

  Date: 04/20/2023

  Rilee, 

  Thank you for taking the time to speak with me the other day and clear up our miscommunications to you. After speaking with the insurance company, it sounds like the deductible was sent off to you and the reprogramming of your garage door is being reimbursed as well as the roof rack. If anything comes up that we can assist with please reach out at your earliest convenience, you have my personal cell number as well.

• Initial Complaint

  Date:10/24/2022

  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.

  Nissan nv has been in the shop several times for warranty issues usually the doors not opening , which they still do not . Last wed we got the vehicle back after 2 and 1/2 months to get the axels replaced under warranty. Upon picking up and taking home, 1. The vehicle shakes when you hit the brakes just like it did before they supposedly fixed axels.2. Now the speedometer doesnt work , but did before going there 3. Now the engine light on, Nembutal wasnt before going there 4. Now abs light on , but not before going there . 5. You still cant open side doors. They dont even give you a replacement vehicle to use while waiting. They sold me a lemon and Im constantly having to have things warranteed out . I noticed the lights right away but unfortunately they were just closing when I grabbed so had to drop off the next day. So Thursday the ***************************************************** my vehicle back. I would love to be reimbursed for all the days that I was unable to use it since I had to have it at the shop

  Business Response

  Date: 10/29/2022

  *****,

  Thank you for the time on the phone with our service manager, ****, and allowing him to address the items of concern, identify the causes, and work together to find resolution. 

  Alan Webb Nissan

• Initial Complaint

  Date:09/14/2022

  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 purchased a 2020 Chevrolet Impala from this dealership upon purchase I was told that all of the issues with the vehicle would be resolved personally by the general sales manager *****. When going over the Carfax it was stated that the vehicle was in a minor fender ****** upon driving the vehicle there was a vibration in the vehicle when going over 60 miles an hour. This was all documented and the dealer promise to resolve the issues before selling me the vehicle and completing the deal because they later found that there was more issues than noticed with the vehicle once sending it off to a body shop. I have now for the third time had to take this vehicle in for the same vibration issues. The general sales manager is now saying that The issue is with two bent rims on the vehicle but he will not be covering the cost. He went as far as to lie to the admin in the service department saying he already advise me of this that this issue would not be covered however I have not spoken to this man since he promised to resolve the issues with the vehicle prior to signing the deal. If the issue had already been documented and put in paperwork that they would resolve the issue then it makes no sense for me to have to cover the cost to fix the issue if it had never been resolved. My car has now been back in their service center for a third time and it still has the same vibration prior to purchasing the vehicle. I have never had such a poor experience with ***** in my life !!! I have a $30,000 car that I cant even drive over 60 miles an hour.

  Business Response

  Date: 09/26/2022

  Trayana,

  We apologize for the experience that you've had and that it has taken this long to get it resolved properly. We had ordered the two replacement rims and unfortunately we failed to relay that to you. The rims should be here by the end of the week and we will be contacting you to schedule the installation of the new rims once they have arrived.