ComplaintsforRosen Nissan

• Initial Complaint

  06/14/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Vehicle taken in 9/2/2023 approximately 11am. To my understanding according to our warranties etc. we are to have a loaner vehicle within 48 hours. It is now a week and a half later (approx ******* hours), car completion estimated time frame was initially quotes at 6-8 weeks. Since our more firm complaint they have informed ** they have moved up estimated completion date to 6/20/23 or 6/21/23 leaving us with another 7 days without a loaner vehicle. I have spoken with the manager **** twice, my fianc has called them almost everyday for resolve. I have less patience than my fianc who they usually get to deal with and I have lost faith in this establishments abilities. Unfortunately this is where we get vehicle fixed due to our warranties. They will only give us the answer that they have other work and other people waiting for vehicles and that they have to wait for parts. I understand parts take longer than they used but this is at least our third time with this experience from their facility. Previous dates of similar experiences were as follows: 10/31/22-11/4/22, 4/6/22-4/13/22, 3/7/22-3/30/22, and an span of approx 5-6 weeks dec-feb 2023 (unfortunately i do not have exact dates for this instance) one of these past dates was eventually rectified after being without a vehicle for at least 3 weeks. We have now lost multiple days of work due to lack of transportation and they are now costing us loss of income. I requested use of their shuttle to get to work and they responded with "our shuttle is only to and from our facility" Our vehicle is in their system under my fiancs name which is *********************.

  Customer response

  06/14/2023

  Hello, Please close our case number ******** as if has been resolved by the business. Thank you, ***************************

• Initial Complaint

  04/07/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On November 3 purchase a 2020 Nissan I told them i would transfer my plates from my old instead they order new plate I told her on phone when call my new plates was in i said no i wanted transfer she ok then sent me just 24 sticker from dmv so I thought she corrected it with dmv well i received renewal letter saying I owe 145 rosen charge309 for this and when I call no one return my call I spoke to gm ******************* and said he would look into now he not no where be found and left three message for lady that's charge appollo no no one returned this pass buck team no talk until ripe off of the worst bunch crooks they need to be investigated by f.b.i very hurtful that i was taken advantage of. And it doesn't cost 309$ to transfer plates.

  Customer response

  04/13/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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. 

  Consumer states they have received the refund. 
  
  Regards,
  
  *****************************

  
  

  Customer response

  04/13/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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. 
  
  Regards,
  
  *****************************
  

• Initial Complaint

  03/16/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I paid ****** cash for a 2018 Nissan Pathfinder on 1/17/23 I used my whole law suit settlement to pay for suv I gave 100$ in cash money and 24,100$ in a cashiers check I didnt owe anything in car I didnt finance I bought suv straight out my pocket now Im getting alerts to my credit that I financed 10,000$ for this vehicle and that Im not making payments like some type of fraudulent activity this car lot has going now Im not understanding this if I paid straight out why am I owing money where did my money go I have receipts and proof of payment I paid to buy suv out of pocket I really need help with this matter this is really destroying my credit and my life

  Business response

  03/22/2023

  As the compliance consultant for Rosen Nissan **** I have discussed ************************ complaint with the dealership.  The dealership reports that they were able to resolve the matter with ******************** by cancelling the after-market items as part of her contract and issuing a refund back to her.  At the time of this response, the dealership has informed me that the customer is satisfied with the dealership's resolution of her complaint.  We believe the complaint can now be closed with your office.

  If you have any questions, please feel free to contact me at ************.

  Thank you.

  ***********************, Compliance Consultant

• Initial Complaint

  10/12/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I ended my lease with Rosen Kia about 3 years ago. I turned in the car and ended up being screwed over and bought a new *** ******* from Rosen. About a year ago I saw on my credit report *** finance was trying to collect $7,696. I had no idea what this amount was for but reached out to *** finance directly to find out what this charge was about. Everytime I reached out to *** they could not pin point what the charge was for and told me they would call me back once they do. Well everytime they said that I never got a response back. So recently I reached out to Rosen directly about this $7,696 charge. They too did not know why this was happening and looked into it. It turns out *** never got the proper documents to say I ended my lease and paid everything in full. Rosen is blaming *** but the employee exact words were, "Unfortunately we can't communicate on behalf of a customer because we're considered a 3rd party." So now Rosen is not going to follow through and provide *** with the missed information and help me resolve this. This situation has been severally effecting my credit and effecting any thing I can do for my family financially all due to error and no responsibility.

  Business response

  11/16/2022

  I sent an email response to this complaint on 10/26 for Rosen Nissan ***.  Based on my discussion of this complaint with the dealership, we believe that ************************************** concerns are with the leasing company and not the dealership.  Rosen Nissan *** does not manage any fees that result from a leased vehicle being turned in through their dealership.  The dealership reports that *** ******* informed them the customer had previous missed payments and that the vehicle was in consideration for a replevin action from the lessor.  After the vehicle was turned in, the leasing company sold the vehicle at the auction for a loss and any deficiency along with fees related to damage and mileage were passed onto the customer as per her lease agreement.

   

  The dealership tried to assist the customer by providing her with ***'s number so that she could communicate with them and get better clarification on the fees they say she owes.  However, there is nothing that the dealership can do on the customer's behalf to help her settle this matter.  At this time we request that the matter be closed, and that the customer follow up with *** ******* about the matter.

   

  Thank you.

   

  ***********************, Compliance Consultant

  Customer response

  11/16/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  This statement by Rosen and by *** is false and both parties continue to make false statements about me. I have proof and emails I will provide from Rosen stating they did not give *** the proper documentation about turning in my lease. I did miss payments during a period of hardship but paid everything in full and continued my payments until my lease ended. I have emails wanting to either buy out my lease car or buying a new car. I set up a time and date with Rosen to do so and it was done without any mention at all of any issues on my lease ending or turning in the car late or over mileage and all of those are false because again there was no issues. ******************* gave me a odometer paper that said *** was missing but when he provided me with this paperwork it was not signed by me or the dealer or anyone else. How can you submit incomplete paper work and continue to accuse the costumer of wrong doing? Its false documents. ******************************* himself in emails I will provide said if I can show proof I paid all my lease payments this should not be a issue. And I showed proof of every payment I made and it is still not resolved. ******************************* also said he would provide me with some one from *** who can help me. When that person contacted me it was a sales representative who said he cannot even look into my account because he is strictly sales. I have emails I will provide with ******************* setting up a meeting to discuss lease end or wanting to buy out my lease car. I am very thankful I have emails stating these things because as you can see Rosen continues to lie and claim false things about me. I have recently called multiple times to discuss these new finding's with Rosen because *** is saying it is their fault and not one person has responded. It amazing me that both parties that consider themselves great businesses drag people and continue to put the blame on on the costumer without any evidence what so ever. Three things recently I find very hard to understand that documents that were forwarded are incomplete and also a 3 year old car with less then ****** miles could only see at auction for $6,000. And if there was a "issue" with someone ending a lease why would it never be discussed! At this point with this continuing to ruin my credit with ***** wanting to fix the issue I will have to get a lawyer. I have reached out to a couple firms willing to work with me and hopefully I get this resolved. On a positive note I just bought a new car from a different local dealer who was amazing and were floored by what Rosen and ******************************* has done. In financial worker own words she said she wished she could punch them all for me.   
  
  Regards,
  
  *********************************

  Business response

  11/17/2022

  Unfortunately, the matter with the lease turn in needs to be addressed by ************************ with ********************* stated previously, Rosen Nissan *** is not the party holding the customer responsible for the billed fees.  Therefore, ************************ should discuss the matter directly with the leasing company so that she can provide evidence to them to dispute the fees assessed after her lease vehicle was turned in.  The dealership is not responsible for ************************************** concerns and has acted appropriately throughout the course of their communication with the customer.

  
  At this time, we believe the complaint against the dealership should now be closed.  The customer has been directed to *** ******* who is the appropriate party to handle her concerns.

  
  Thank you,

  
  ***********************, Compliance Consultant

• Initial Complaint

  09/16/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My 2016 Hyundai ******'s engine seized June 22nd. I scheduled an appointment for June 30th with Hyundai Greenfield. My car was delivered June 29th. I waited about a week and had not heard anything. I called to check on the status of the car and was told it had not been seen yet but would be in a few days. Called a few days later and was not given an update on the problem but was told there were a few things under warranty that they would be repairing. They also said my engine may be under warranty. Weeks go by and no word on the status of the car. I was contacts July 27th requesting proof of oil changes. I submitted those that same day. August 4th I called and was told by ***** the engine was approved and the person over my account was no longer with the company and that was why i was not updated on my engine's approval. He stated he would contact me when the engine was in. Had not received an update so I called. The engine was in but now the car needed a fuel pump that was on backorder. I was not given an ETA. Not once a loaner car offered or rental reimbursement mentioned. Only when I persisted was i even offered to be placed on a waitlist for the loaner. I had to contact corporate to find out I was eligible for a rental. Corporate also said the shop would contact me when the part was in. September 15th my brother called and was told the pump was in but now the radiatior support was broken and to repair it would be $1100, but they would charge me $880 to fix it. ***** stated he preferred to speak to my brother when told to contact and update me on the status of the car. It's close to 3 months that my car has been sitting in the shop for a seized engine and now I am expected to pay for something that was not an issue when i brought the car in. Communication has been beyond poor.

  Business response

  10/03/2022

  As the Compliance Consultant for Rosen Hyundai, we were able to discuss Ms. *************** with the dealerships Service Manager, *****************.  The dealership reports there was an unforeseen backlog with some of the parts ordered for the customers vehicle, which caused a delay with getting the repair work completed in a timely manner.  It does appear that most of the customers repair work for her engine was covered under the vehicles warranty and the repairs were recently completed.  Unfortunately, during the repairs the dealership found an issue with the vehicles core support which is not covered under warranty.  Supposedly, **************** is going to get a second opinion on this repair in hopes of finding a lower repair cost elsewhere and would let the dealership know if they want to proceed with the repair in the future. 

  
  Further review of the complaint reflects concerns the customer mentioned about not being able to receive a loaner vehicle or rental reimbursement while their vehicle was being repaired.  Unfortunately, the dealership did not have any loaner vehicles available at the time to provide to *****************   As you can expect with the parts backlog the industry is experiencing, these types of vehicles are usually kept by service customers longer than anticipated.  In this case, vehicles had already been provided to other service customers.  The dealership does sympathize with *************** about the long repair wait and for being without a vehicle, but the circumstances were beyond their control.  Nevertheless, it appears that the vehicle has since been picked up by the customer and there were no other concerns reported to the dealership. 

  
  We believe the dealership handled the repair of **************** vehicle in an appropriate manner, and the complaint can now be closed with your office.  Thank you for bringing the concerns to our attention. 
  

   

  Sincerely,

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

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

• Initial Complaint

  09/14/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  EL DIA 9/5/2022 VOY AL DEALER NISSAN A CONSEGUIR UNA CITA , EL EMPLEADO DE SERVICIO ***********************, ME AGENDA PARA EL DIA 9/9/2022. EL DIA 9/6/2022 LO LLAMO POR TEL Y LE DIGO LA INFORMACION DE LA GARANTIA QUE PRETENDO USAR PARA LA REPARACION Y LE LLEVO LAS LLAVES ********* POR SI ALGUIEN CANCELABA, DE *** MANERA YO PODER TENER EL CARRO ANTES DEL 9/9/21 LISTO , Y EL ME DICE QUE NO HAY PROBLEMA . **************** ESTUVE LLAMANDO Y NO TUVE RESPUESTA. LLEGO EL DIA DE MI CITA ORIGINAL 9/9/21 VIERNES 8:20 AM,..DURANTE LA MAnANA NO RECIBI LLAMADA Y ME PRESENTO A MEDIO DIA, MI NISSAN ROGUE AUN ESTABA ESTACIONADA EN EL MISMO LUGAR DONDE LA DEJE, ME DIRIJO A SERVICIO AL CLIENTE Y HABLO CON *****, ESTE ME DIJO QUE NO TENIA TIEMPO QUE TALVES PARA LA PROXIMA SEMANA PUDIERA REVISAR LA NISSAN. EL MANAGER **. *** DE FORMA GROSERA Y GRITANDOME ME DIJO QUE NO HABIA TIEMPO QUE SI QUERIA SERVICIO QUE LA DEJARA PARA LA PROXIMA SEMANA Y SI HABIA TIEMPO LA MIRABAN. HE TRATADO DE COMUNICARME CON **** ROSEN Y HA SIDO INFRUCTUOSO.

  Business response

  09/15/2022

  As the compliant consultant for Rosen Nissan ***, I discussed ************************** complaint with ********************************  The dealership reports that ********************** contacted them about scheduling a service appointment for his vehicle.  The dealership informed the customer he could bring his vehicle in for service on that Friday of the week in question, but that ********************** dropped off his vehicle on the Wednesday of that week with hopes the dealership would be able to perform the service prior to that scheduled Friday appointment.  Unfortunately, the customer picked up his vehicle from ******************** Kia on that Friday prior to any service work being performed during the scheduled day.  The dealership should have been afforded the appropriate time to service ************************** vehicle per his scheduled service appointment.
  
  Nevertheless, ******************************* has reached out to ********************** regarding the matter and the customer is going to bring his vehicle back into the dealership for another scheduled appointment.  We believe the dealership handled this incident responsibly and they look forward to assisting the customer with his service concerns.
  
  Please feel free to contact me with any questions or concerns.  Thank you.
  
  **************************

• Initial Complaint

  08/25/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I sold a vehicle on 5/31/22 and requested a refund and signed necessary documents with finance manager ***************************, for a warranty and Gap purchased from Rosen Kia on 6/13/22.I was told the process would take from ***** days for me to receive the refund.I called Rosen Kia 7/13/22to check the status of my refund over the phone to be told it was not yet processed. So I stopped in the office 7/13/22 to speak to finance manager *************************** in person and he assured me it was in fact processed but was taking time since it was "included in the end of month batch".I waited until 8/4/22 and still did not receive a refund so I called *** corporate and was told to contact the office manager ******************* for Rosen Kia to determine the status of my refund. I left a voicemail for ****** requesting an update and a call back, I still have not received a phone call back as of 08/25/2022.Again I followed up with Rosen Kia on 8/10/22, I was directed to ******** was told he was in charge of warranties and could help determine the status of my refund, he told me my warranty had not begun the process of be refunded until late July.I expressed how frustrated I was and he assured me me refund would be mailed out the week of 8/10, and that I should see my refund within the next week. I verified my address to make sure my address was correct and there was Not a possibility of the refund being sent else where, however the dealer had my current address.Overall this is a terrible experience, I don't not plan to ever purchase a vehicle from this dealer again and my family who was purchased many cars from Rosen in the past will not be returning either.I would like my refund to be issued so I can be done with this constant back and forth and I would like an explanation from the dealer on the major delay.

  Customer response

  09/13/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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. 

  Rosen has contacted me and resolved my complaint in a timely manner.
  
  Regards,
  
  *********************

  
  

  
  

• Initial Complaint

  06/29/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have a 2013 *** ******** well apparently they sent out a recall back in January of 21 which I never received about a computer update. Well my engine blow about 3 weeks ago and *** when I called said there was a bunch of recalls on engines to bring it in. Well it was towed to the *** ****** and they will not fix the recall on the engine because I did not have the computer one done. (Which I never received in the mail). The computer problem has nothing to do with the engine problem. The car is there they could still do the recall on the computer issue as well but are refusing to do either one at this point. The *** *** that I spoke too said everyone is aware those engine are junk and need to be replaced. The car I have there only has ******* miles on it. I have had to replace the crank shaft which is part of the recall as well. Before the car hit ******* miles I had it in for a all around maintenance check as well which again they never told me about any recalls. I am very hurt because this is such a good car and I would have bought a *** **** van because we just had twin girls and two more kids as well: but they way they are s******* me over is horrible.

  Business response

  07/25/2022

  As the compliance consultant for Rosen Nissan **** *************** on behalf of the dealership to this complaint.  The dealership reports that they have since resolved the complaint.  They indicated **************** picked up her vehicle on 7/12/22 without any further concerns.

   

  We believe the complaint can now be closed.  If you have any questions, please feel free to contact me at ************. Thank you.

   

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

• Initial Complaint

  06/14/2022

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  I purchased a new vehicle from Rosen Kia and they added an extra fee for a service contract that was not readily disclosed. The gentleman in financing said that the service contract would be included with a certain choice of lender but did not mention the $2511 fee. I have called around and found that none of the dealers in my area accept this service contract, making it useless. This was also not disclosed. I also did not receive any list of what is and is not covered with this contract.

  Business response

  08/04/2022

  As the compliance consultant for Rosen Nissan **** I am responding to the complaint on their behalf.  The dealership reports that they issued a refund to ******************** to resolve his complaint.  We believe the dealership's efforts were satisfactory and that the complaint can now be closed.

   

  If you have any questions, please feel free to contact me at ************.  Thank you.

   

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

  Customer response

  08/04/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  

  **** ********************** personally called me and told me that they had sent a refund check on July 7 2022. I waited 2 weeks and called the lien holder to see if they had gotten the check. They had not. I waited another 2 weeks and called the lien holder on August 4 2022. They said they still had not received a refund check from Rosen Kia. I then contacted Mr. ********************** and informed him the lien holder never received a refund check. He stated he would overnight a new check at this time (August 4th). The tracking does show an item in transit and I will follow up with the lien holder next week to see if the refund had actually been issued this time.
  
  Regards,
  
  *****************************

  Customer response

  08/11/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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. 

  My lender received the refund check for the correct amount and I am satisfied with their response at this point. I would like to consider my complaint resolved at this time.

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

  
  

• Initial Complaint

  04/25/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  Hello,My parents leased a Hyundai Kona in December 2020. Since the taking out the lease, my parents have taken the vehicle in for service 8 times already. The customer service has been horrible and they are unwilling to help my parents. They even said " what do you want us to do?". I also feel they are taking advantage of my parents who are older. Attached is an excel with all the service dates

  Customer response

  06/06/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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. 
  
  Regards,
  
  ***************************
  

*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. ↩