ComplaintsforRosen Nissan

• Initial Complaint

  03/09/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On approximately November 4, 2021, our 2013 Kia ****** became disabled on the *************** in ********* and was subsequently towed to Jeff's **** in ******, then towed again to Rosen Kia for a free engine replacement covered under an extended factory warranty due to a defect. The auto remained at Rosen awaiting repair until I was notified that the auto was repaired and ready for pick up. I responded to Rosen on 3/1/21 and after speaking with the service advisor, ***********************, I received my copy of the customer invoice and my keys. Upon starting the vehicle, I attempted to back from the parking stall and immediately heard a "clunking", grinding noise. I felt complete resistance and immediately turned the car off and contacted an employee who stated that the parking brakes were probably seized from the length of the time the car sat idly awaiting repair. The employee stated that they would repair the car the next day and I left the business after giving the keys to the employee. I was advised I may be billed two hours of labor for the "Repair". I was notified on 3/2/22 that the car was ready for pick up. I was subsequently billed $362.23 for the removal of one (1) parking brake shoe as the other was previously removed, unbeknownst to me. I shared my displeasure about being billed for this "Repair' with Service Advisor, ***********************, who stated, quite rudely that the issue was my responsibility, not Rosen Kias, due to the length of the time that the car was inoperable, etc. and that the problem "Just happened". It should be noted that the parking brake is never utilized my myself or my wife, and on the service performed section of the invoice, the vehicle was test driven 4 miles following engine replacement "To verify" all repairs made to the vehicle. This leads me to believe that the parking brake issue was non-existent prior to the road test and is not my financial responsibility and I am respectfully requesting that my credit card be credited for the fee charged.

  Business response

  04/29/2022

  As the Compliant Consultant for the Rosen Nissan **** we previously responded to this complaint and notified your office that the dealership has resolved **************** concerns in a satisfactory manner.  Rosen Nissan *** reported that the customer was provided with a customer satisfaction adjustment for repairs on his vehicle and that ************ did not incur any charges for his vehicle repairs.  It was noted that the customer was happy with the dealership's assistance and that Rosen Nissan *** believes the complaint should be closed with your office.

   

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

   

  Sincerely,

   

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

• Initial Complaint

  02/04/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought a *** from this ********** in August of 2020. It came with a ******* mile bumper to bumper warranty. The finance guy told us we didnt have to worry about anything and that the warranty would cover all major repairs. My *** was running smooth until a few Sundays ago. My wife took the *** to the closest *** ********** which is the ********** location. The mechanic there said it was the number three cylinder. That is covered in oil and dead. The mechanic said to not put any oil in it and drive it until the engine blows up. At that point to call him and he would have it towed and replace the engine. I did not like that answer so I called the ********** where I bought it from to speak with the finance guy to see what could be done about it but I just got his voicemail. I left him a message and never got a call back. I waited a day and called back asking to speak with somebody in finance. I get somebody and right away she transferred my call to service. I explain my issue to the mechanic and he told me it sounds like a rings issue and would not be covered by the warranty. So I email the owner of Rosen Kia and I sent him the diagnostic paper from the ********** **********. The owner said he never received it via email. So I sent it again. Now he doesnt reply. They are not honoring the warranty. That is my complaint. I want them to honor the warranty. I am paying for a car I cannot drive. I want resolution on this matter as soon as possible. I want them to replace the engine. I want them to make it right. I want them to replace the engine or buy the vehicle back. Please help in this matter.

  Business response

  02/21/2022

  As the compliance consultant for Rosen Nissan **** I am responding to the customer's complaint that was filed with your office.  I discussed the complaint with **** ********************** and was informed that the dealership has been unsuccessful in their attempts to reach out to ********************.  Based on the allegations in the complaint, the customer should be willing to bring her vehicle into their dealership to have the issue inspected.  It is not normal practice for Rosen Nissan *** to determine an issue with a customer's vehicle based on verbal information that was provided to the customer by a third-party repair facility.  At this time, we are not aware of any repair order being provided to the dealership on behalf of ******************** to support her claims.

  
  Mr. ********************** reports that the dealership previously informed the customer to schedule a service appointment to have her problem inspected.  This is a reasonable request so that the dealership can better determine whether the alleged issue is covered under her vehicle's service agreement/warranty.  After an inspection, Rosen Nissan *** will then be able to suggest the best course of action for ******************** to take.  Unfortunately,we are not aware of any service appointment being scheduled by the customer.

  
  ******************** *** is still willing to inspect Ms. ********* to accurately assess the customer's alleged issue and determine a resolution.  Please have the customer contact the dealerships service department right away to schedule an appointment.  After the appointment is scheduled, ******************* should follow up with Mr. ********************** so that this issue can be monitored.

  
  If you have any questions, please feel free to contact me at ************.  Mr. ********************** can be reached at ************.

  
  Thank you.

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

• Initial Complaint

  12/20/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  The dealership owes me $4371 for service agreements that were cancelled within days. I was told the credit would be applied to the bank that issued me the credit within four to eight weeks. The cancellation occurred on October 14, 2021. I called the dealership three weeks ago and was told the credit would be applied in two weeks. However, today makes three weeks and the credit has not been applied. I believe they should write me a check and were are done since the credit agreement is my responsibility.

• Initial Complaint

  12/13/2021

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Attached a full length break down of the nightmare.

  My 2020 Hyundai Elantra was dropped off on 9/17/2021 and was told it would be 4-6 weeks for
  the repairs after it was stolen. Mind you there was no damage to the body, just electrical, driver
  window, and passenger window needed repairs. I had insurance that gave me a rental car for
  the first month. So once Hyundai in Greenfield had my car for 3 weeks I figured to call and
  check in since the time frame was approaching and they havent contacted, emailed, or called
  me once. This was the beginning of the nightmare of dealing with *** at Hyundai Greenfield.
  For 2 weeks I had to call everyday because ***** in Service said only *** had an update on
  my car and only *** could give me an update on a timeframe of when it would be done. And no
  exaggeration; everytime I called for an update I was told the following:
  - Dans on vacation, h*** call you back end of the week
  - Dans out of the office, h*** call you back
  - Dans not in today, h*** call you back tomorrow
  - Dans gone for the day, h*** call you back tomorrow
  - Dans on the phone right now, h*** call you back later today
  - Dans in a meeting right now, h*** call you back
  - Dans with a customer, h*** call you back in a couple minutes
  Never got a phone call back from *** and no one else could answer me.
  They have had my car for 6 weeks now and I havent heard one syllable on if everythings
  settled with insurance, if theyre waiting on parts, if its almost done, or if there are snags.
  Nothing. At this point I had to leave my second job because I no longer had a car to get me
  there because the car my rental insurance paid for was due back. (I was working from home at
  this time so having no car sucked, but wasnt needed as far as my job) During the 7th week I
  finally heard back from *** when I had to triple call on a Friday and the receptionist felt bad so
  she had to go tell him right away to call me. This is when he did the typical let me just
  overwhelm the customer with information they dont need to know about to make it seem like a
  bigger deal like give them the part names, manufacturer, and part numbers of everything on
  order when all I want is a simple rough time frame.
  All I need is communication, sure no car is awful, but having a light at the end of the tunnel
  makes it easier. But 8 WEEKS into them having my car, *** tells me the parts should be in itll
  be done in 2 weeks. Cool, two more weeks of biking to the store but at least theres an edn in
  sight. So two weeks go by, he doesnt give me an update so I have to call again. Parts are all
  in except windows - because hey, its a Hyundai in Milwaukee I get it. So he NOW is going to
  call SafeLite or another company to get windows since Hyundai isnt getting them out fast
  enough. Why not call them once the first batch of orders came in so then my car would be done
  and out of your shop and out of your way? Anyway, fair enough, lets continue this fun ride.
  At this point Im laid off from my work from home job, so I NEED A CAR for interviews. Not near
  a bus line, no extra cars in the family, and with no job I have no money to afford a rental or Uber
  everyday.,Sso 2 more weeks pass and I call for an update. And *** says Actually the quote
  your insurance sent us was humorously low, so were waiting on them before we begin fixing
  your car So *** apparently waited 12 WEEKS before telling me the price the insurance sent
  him was way too low, and wont even work on my car. Ive been calm up until this point, but with
  no job, and still no end in sight, Im beyond angry with *** and this whole business. Dans poor
  customer service and poor leadership needs to be addressed and someone needs to do checks
  and balances at this Hyundai center.

*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. ↩