ComplaintsforRosen Nissan of Madison

• Initial Complaint

  12/27/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Purchased a 2023 Nissan Rogue Platinum from Rosen Nissan Madison. Also purchased an Autoguard Extended Warranty and Nissan **************** contract included in vehicle financing for $4490.00.Traded vehicle at ********** Nissan October 2023. Immediately took ***** of ******** Odometer Statement to Rosen Nissan Madison on October 14, 2023. Copy of statement given to ******************************* for Finance Manager Mr.Mo ******* to cancel the contracts.Emails (have copies) we sent for followup as well as texts. I was asked for the Odometer Statement again due to potentially being lost. My husband took a picture of the statement and attached it to emails an estimated 4 times and forwarded the mileage at the time of trade in separate emails. ****************** indicated he would process the cancellation in November 2023. To date other emails have been sent to the owner of Rosen Nissan, General Manager, salesman and Finance Manager. We were instructed again to drop off another copy of the odometer statement mid November due to not being able to print a legible copy from the provided email. I complied and dropped off another set of copies for our salesman and finance manager in good faith to cancel the contracts. To date, no acknowledgment of cancellation, dollar amount of cancellation to be received and whether the refund is to be picked up at Rosen Nissan Madison or mailed to our address. We have asked these questions many times only to be ignored and go without answer.It is my concern that Rosen Nissan Madison is deliberately trying to not process my extended service contracts and not return the money due?All I would like is for Rosen Nissan Madison to process the cancellation of the contracts and let me know the amount, where it can be picked up, or if it is going to be mailed.I do not want a formal apology from the dealership and any assistance the ********* Better Business Bureau could provide to facilitate this so customers dont get defrauded.

  

  Business response

  12/28/2023

  Good afternoon

  I just received your complaint from the BBB.  I apologize for your inconvenience and frustration

  in getting your refund.  I assure you that we have no intention of not refunding you cancellation

  refund.  Unfortunately, this is the first that I heard of the situation and have spoken to the person

  that does the refunds and he will be sending a check in the amount of $4519.72.  The check will

  be overnighted and you should receive it tomorrow.

  
  

  Again, I am sorry for the delay.  I will get to the bottom of this matter so that this doesn't happen again.

  
  

  Thanks

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

  Exec Admin Asst

  ROSEN AUTOMOTIVE GROUP

  Customer response

  12/28/2023

  [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

  04/06/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I purchased a 2015 Nissan Leaf on 09/03/2021 from Rosen. I also purchased their Nissan Security ***** **************** Contract). I was told that if I sold the vehicle before the term of the contract I would receive a refund from the **** The Security Plus contract was for a term of 60 months or ****** miles. ******** price of $3,289.00. Mileage on the car at the time of purchase was ******. Expriation of the Security Plus contract was mileage of ******. I sold the the 2015 Nissan Leaf on 10/27/2022 with an odometer reading of ***** to Carvana. I was told I needed to go back to Rosen to get the refund from the Security Plus program for the remainder of the contract. I purchased a 2023 Nissan Leaf from Rosen on 10/28/2022 and told the finance manager I wanted the refund from the Security Plus contract that I had purchased from them the year before. He took all my information about the sale of the 2015 Leaf, copied the documents from the Carvana sale which had the date of sale and the odometer reading from the car. He told me it would take 8 weeks for me to receive the refund. That would have been in January 2023. I did not receive that refund in Jan. and notified him. He asked again for the odometer reading and date of sale. I gave it to him. I have contacted him just about every week since Jan. to ask about the refund. His last response to me, 04/03/23 again asked for the odometer reading which I have given to him numerous times. It has been almost 6 months and I have not received a refund from this contract. I believe they are stalling and this is somewhat of a scam program.

  

  Business response

  05/09/2023

  Sorry about the delay however a check in the amount of $2227.30 was overnighted to ***** on May 3, 2023.

  If any other issues please contact me at ************ ***********************

  Customer response

  05/09/2023

  [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

  11/22/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a certified used 2021 Nissan Frontier from Rosen last winter. I also purchased an extended bumper to bumper warranty 7 year unlimited mileage coverage. When I purchased the vehicle my salesperson pointed out that the left rear latch for the tonneau was finicky but did not affect use. Since purchase the cover started occasionally popping open on the highway. With increasing temperatures the problem worsened and got to the point that it would no longer stay closed during warm weather. I brought the vehicle in and was told the issue was not covered under warranty because it was an "accessory". This was not disclosed at purchase. I was then told by the service tech that it looked like the cover was improperly installed and would need to be reinstalled at a cost of $350 and the cover may need to be replaced at my cost. The cover was a requirement for me when looking at trucks and was one of the reasons I purchased the vehicle and now the cover is useless. Now that the weather is colder it has been staying closed but use is unreliable. It also rattles at certain speeds.

  

  Business response

  11/29/2022

  Thank you for reaching out as I was unaware ****** was having an issue with his truck. We strive for 100% customer satisfaction and would be happy to work with ****** to resolve his concern. I called and left a message for ****** today (gave him my cell number) and would be happy to assist with his accessory issue or work out a refund. 

   

  Thanks Again,

  Kevin 

• Initial Complaint

  05/16/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I bought 2019 Nissan Pathfinder April of 2019. Bought extended warranty, road hazard coverage and paid ahead for maintenance ( oil changes, tire rotation etc). I sold the car December 4th 2021. I traveled to Rosen Nissan and filled out paperwork to get refunded for the time remaining on the extended warranty, hazard coverage and maintenance. I talked to **** in finance (I was told that he handles this. He said it would take 4-6 weeks for the refund to be processed. I called Feb 18th 2022 to inquire about the refund. **** said he'd check into it and get back to me. Well that never happened. So I called on March 22nd and got the same lie.I called again on April 15th and again was lied to. I've talked to **** every time. I called again on May 9th again talking to ****. He said he would get a check cut for the refund due. He also said he would call me the next day with the information. Well that was another lie. Never heard from ****.I have talked to **** each time and was bullshitted each time. I guess it's true what they say about car salesmen and dealerships.Obviously Rosen Nissan in Madison WI falls into that category. Do not believe anything you're told. I want my refund!! There are other avenues to take to report a business that tries to take advantage of a customer. A customer should not have to keep calling the dealership to get the customer service and get the run around and line of BS.***************************

  

  Business response

  05/30/2022

  Thank you for bringing this to our attention and we sincerely apologize for any inconvenience. We let our Office Manager know about the delay and she processed the cancellation and sent out the refund check. It is rare that we have anything like this happen and we again apologize for any inconvenience.

  Customer response

  05/31/2022

  [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,
  
  ***************************
  

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