Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:05/09/2025

  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.

  Details of demand request to Empire Nissan plus attached documentation.After speaking to the ******************** Repair and hearing its findings, I demand resolution for the following violations stemming from my June 2022 and January 2023 repairs: 1. Parts Return Violation: You refused to return my aftermarket tie rods and control arms (installed June 2022) despite my timely request, violating 16 CCR 3355(a). No documentation or offer to show non-core parts (16 CCR ********************* has been provided to me. 2. Coercion and Fraud: You coerced me into paying $502 for labor in January 2023 (a threat that would have required full repair in the amount $780$2,050 elsewhere), constituting extortion (Penal Code 518). The parts six-month failure (June 2022January 2023) and current 44,000-mile failure suggest fraud, poor workmanship and/or substandard part sourcing and sales (Penal Code 487, CLRA 1770(a)(5)). Multiple mechanic reports confirm defects in 2022 and in 2025. The BAR has spoken to these shops which substantiate my claims. Your claim that the warranty excluded labor lacks transparency (Business and Professions Code ******, UCL *****). My damages total $2,549: $502 (labor), $1,500 (repairs), $480 (lost wages), $67 (travel). Your $251 offer is inadequate. I demand $2,000 to settle within 7 days. I retain my rights escalate to the BBB and Nissan Corporate which directed me to work with the parts department for documentation (this was interfered with by **** ******** with further hostility towards me), and small claims court, seeking punitive damages under Consumers Legal Remedies Act (CLRA). My claim is within the statute of limitations.Provide the following documentation: (1) aftermarket warranty terms (confirming labor exclusion), (2) January 2023 invoice with 16 CCR 3355(c) compliance, and (3) proof of parts return (e.g., shipping records, RMA).

  Business Response

  Date: 05/23/2025

  Thank you for reaching out. We take great pride in our commitment to customer satisfaction which is extremely important to us. In Mr. ****** case, we feel the offer we have made is sufficient to address his concerns.  We are aware that Mr. ***** has communicated with other agencies and we have received responses with no suggestion that we alter our approach.  We are hopeful that Mr. ***** will agree to the offer we have previously made.

• Initial Complaint

  Date:03/10/2025

  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 a costumer for the second time in a row. My first experience with Nissan Empire was excellent maybe because I went in for a brand new car but unfortunately my second time round I went in for a used car and my experience was horrible. I got the car mid August 2024 & been in and out of the dealership. I had multiple issues with the car. I still have sensors thats popping up in my car that I was told not to worry about. I Went down to get my car looked at but unfortunately most of my complaints Werent being documented and I was coming from an 1hr & 30mins away. *** already had to purchase a brand new battery because Nissan wouldnt take my battery concern serious when I mention it to them during my warranty *********** car had died and I just got the car. Between the manager, **** and service supervisor ******. They decided to team up on me when I was trying to recover expensive from the battery I had to pay for which was now out of my warranty and they felt the need to tell me as a customer they were not going to argue with me and to me that meant my concerns pretty much wasnt important. I simply just wanted my money back unfortunately I still havent received it and I hope nobody else goes through this experience with horrible customer service, especially coming from a manager.. I never expected a manager when youre the person buying a vehicle to fix their lips to tell a customer Im not going to argue with you when Im the customer who has concerns about their vehicle I have two children unfortunately I didnt feel comfortable in the vehicle until I got more confirmation from another dealer ship (thank you infinity) being that I just got into two accidents with two Nissan vehicles that have accident sensors that dont work so I took the issues in my car very serious. Again I hope nobody else experience what I experience, but I will never return back to Nissan or ever recommend anybody like I was at least not thislocation.

  Business Response

  Date: 03/21/2025

  Thank you for reaching out to us regarding the complaint. At Empire Nissan, we are committed to ensuring the highest level of customer satisfaction. We have been in touch with the customer and have successfully resolved the issue to everyone's satisfaction.
  We appreciate your attention to this matter and thank you for your time.

  Customer Answer

  Date: 03/21/2025

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved , but I would also like to make sure it actually get resolved and not just being told it is and it really doesnt! 
  
  Regards,
  
  ****** *******
  
   
  

• Initial Complaint

  Date:10/21/2024

  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.

  Prior taking my car to Empire Nissan I went to Auto Zone for the check engine light. Auto zone ran their Fix Finder on my car & the code brought up Mass Air Flow Sensor. I then took my car to Empire Nissan on 9/26/24 to get a thorough diagnostic & for services to be done on the issue that same day. Before paying, the service advisor **** originally told me the full amount will come out to $500 so I agreed. He then calls me 2 hours later saying my car will be done shortly but the area around the ***** should be cleaned soon, which will be an additional $200. I told him I'll get it another time so he said he'll put the cleaning on my recommendation paper. Abt a hr later he calls to tell me my car is finished & the total is $684. I asked him what happened to $500 & he claimed I misunderstood him which I didn't but I paid the $684 anyway since my car was already done. 10/15/24 (only 800 Mi) my engine light is BACK ON. I went back to ********* and their Fix Finder brought up the ***** AGAIN. Being I had a warranty with Empire I called them right away but **** tried to put it on something else & told me to bring my car in. When I got there he said someone must've poured liquid on my ************* needs to be replaced for $1700. It didn't make sense because they were last to work on my car and I hardly drive it. He then says the throttle and ***** can show the same code but I've talked to mechanics after & did research, everyone states when fixing a ***** the throttle needs to be thoroughly checked since they have similar symptoms, not only that checking the throttle is ALWAYS apart of every diagnostic which Empire Nissan did not do. Had they did the diagnostic correctly there wouldn't be any issues. My car cuts off now & is in worse shape than before. They either worked on something that didn't need to be fixed or they created a problem that was never there. I'm a single mother I can't afford people getting over on me, I came here because I thought I can trust them!

  Business Response

  Date: 10/30/2024

  Thank you for bringing this to our attention. The Empire Nissan Team takes pride in our customers' treatment and satisfaction. We are currently in the process of contacting Ms. **** to invite her to the dealership so we can address her concerns with her vehicle. We are looking forward to resolving this matter with our customer.  
  
  Thank you very much.  If you have any further questions do not hesitate to contact us
  
  

• Initial Complaint

  Date:04/25/2024

  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 2023 Nissan Rogue on March 19 2024. During the negotiation I asked for tinted windows. They agreed. I text the sales rep 2 weeks later about it and he told me he would get back to me and let me know when I can take my car in. He called a week later letting me know about a review but nothing about my tint for my windows I text him about 2 weeks after that n asked about getting my windows tinted and he didnt reply. I emailed them thru their website n I never got a replied. I text him 1 more time today and have not received a call or text. If the decision was not to honor the verbal agreement of getting my window tinted they should communicate it to me. I feel they took advantage of me also they lie to get the sale and after the contract is signed their customer service was not uphold.

  Business Response

  Date: 04/30/2024

  Thank you for reaching out to Empire Nissan.  We were able to successfully reach out to our guest and set up a time Friday for her to come in and take care of her tinted window concern.  We appreciate ****************** business. 

  Customer Answer

  Date: 05/01/2024

   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.

  Thank you very much. 

• Initial Complaint

  Date:04/10/2023

  Type:Billing 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 2018 ford explorer from Empire Nissan in September 2020...I purchased an extended service warranty contract for $3100...I have been trying to cancel this for over two years and the person who handles cancellation has been telling me to wait until i make my final payment to get refund which i told her sounds ridiculous...So i called asked to speak to general manager but i get same answer each time for the last five months he is in a meeting .Two weeks ago i finally got ahold of a service manager and she had ****** ******* fax me a cancellation of the service contract and told me it was a total of $3100 refund but once i filled out the cancellation form and sent it back to empire Nissan she changed the price of the refund and told me it was changed to $1300.;.And i told ****** that is not what we discussed...So she lied about the cancellation process and the amount of the refund and is not answering or returning calls just saying the policy is cancelled and she does not know when i will receive the funds or in this case goes towards my remaining loan on the vehicle....This dealership sold me a 2018 ford explorer misled about the extended warranty telling me i had to buy it for the deal to go through which i later found out not to be true and they sold me this suv without disclosing it had been in a major accident...
  Took truck to carwash and paint is coming off the whole right side of the car .Talked to my insurance progressive said not covered because they informed me the car was in a prior accident not disclosed to me...So now i am stuck with an upside down loan on a car that Empire Nissan withheld and did not disclose the accident and needs $5000 for a paint job.....Can you help me resolve this issue?? Thanks..

  Business Response

  Date: 04/18/2023

  We were successful in making contact with the customer. We invited the customer to come in, in order to look at the vehicle and address the customer’s concerns. The customer is deciding to come down if willing, along with finding an appropriate time to visit Empire Nissan. We are looking forward and hopeful to come to a positive resolution with our customer.

  Customer Answer

  Date: 04/20/2023

   I am rejecting this response because: Hello...This is ******* ******   ..**** ******** the general manager of Empire Nissan reached out to me on Monday April 17, 2023, saying he was aware of the complaints I have made about the extended service contract warranty the hidden damage of a major accident that was not disclosed to me...During our phone conversation **** ******** said he wanted to ( put a smile on my face and make  me a  happy customer) he gave me his personal cell number and requested photos of the paint coming off my truck. I immediately sent him the photos and he has never gotten back to me after leaving numerous messages...And regarding the cancellation of the extended service contract, he actually made it more confusing saying it is not cancelled even though i have an email from ****** ******* saying it was cancelled two weeks ago but not for the $3,100 saying it was cancelled for $1300 which was not what we agreed upon before I signed the cancellation paperwork with the amount of $3100 right on the form...And i have not heard from **** ******** since.....
  
  
  
  

  Business Response

  Date: 05/02/2023

  We were able to set a time with Mr. ****** for this up coming week to address his concerns.

• Initial Complaint

  Date:12/14/2022

  Type:Billing 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 went to have my car serviced on Friday 12.9.22. I scheduled an oil change and tire rotation. They did a multi-point inspection and stated that I needed an in-cabin filter and an engine air filter. The engine air filter cost was listed as $1,024.95 and I was told that this was critical. I thought that this was too high of a price. I looked up the price of the part and it ranges from $13-$20, depending on the brand. There is no amount of labor that accounts for charging me this amount. I declined the service and looked up how to do it myself. It's a process that takes approximately 5-10 minutes. This isn't simply price gouging and this isn't an adjustment for inflation. This is a flagrant disregard for proper business practices and I am shocked that a large dealership like Nissan would be so outlandish. It was a huge red flag. Here is a youtube video for how easy it is to change. ****************

  Business Response

  Date: 12/19/2022

  This should be considered our formal written response to the claim registered by ******** ****** using the BBB.  We have conducted a review of the repair documents.  The engine air filter is $24.95 and $10.00 for labor.  In error the service advisor entered $1000.00 instead of $10.00 in labor.  The total cost of replacing the engine air filter including labor will be $34.95. 

  
  

  We take pride in providing excellent service to our customers and apologize for any inconvenience this may have caused.  Due to the typing error that took place, we will be more than happy to replace the engine air filter free of charge.

  Customer Answer

  Date: 12/20/2022

   I am rejecting this response because: I have already received and installed the item in question. I would like to know what the price is if this was an actual typing error. This seems a lot like Nissan covering themselves for this matter. I'd like to know what they plan to do going forward for other patrons that may not call them on their horrid practices. I'd like to know how offering a free service is supposed to bolster trust? I don't want a free service, I just want to be charged fairly.