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:10/29/2024

  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.

  Brought vehicle in for front brakes, they resurfaced both front rotors and replaced pads. Brought car back because both front brakes were acting up. They resurfaced rotors again. Both sides continued to act up, returned a third time. At this time they told me that the rotors could not be resurfaced again and I would need to replace them for an additional fee. I paid for the initial repairs, but the work made matters worse. They are trying to get more money without fixing the issue I already paid to have fixed.

  Business Response

  Date: 10/29/2024

  After investigating we were able to come to a solution for the customer by giving him a free set of rotors.

• Initial Complaint

  Date:09/30/2024

  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.

  June of 2024 I received a flyer from Nissan Crabtree with trade in offers for the vehicle I had at the current time. The offer came with incentives so I thought I’d check it out. Tuesday 06-18-2024 I walked into Nissan Crabtree with the flyer and that I may be interested in trading in my vehicle but I informed them that my credit wasn’t all that great so getting an approval may be difficult. Gabby my sales rep asked me what type of vehicle would I be interested in. I told her I’d like an SUV. I was told that a soft credit check would be ran to see what they can do for me. Minutes later Victor the sales manager sat with me and discussed my options with me based on the vehicle they picked out. The vehicle was a Nissan Rouge 2023 it had approximately 9,000 miles on it and I was told the vehicle never had an owner that it was solely used as a dealers loaner vehicle. Victor told me what my interest would be and depending on the amount of my down payment what my monthly payments would be. I test drove with Gabby and loved it. I decided to put down a $3,000 down payment via debit. Gabby informed me that the bank needed two pay stubs from the last 30 day’s. I had no stubs at the moment so she spoke to Victor and he said it was ok that I could send him copies via text. I was unable to sign any paperwork from the bank because I did not have those paystubs so a dealers plate was put on my new vehicle and they let me take it home without signing any paperwork. I could not believe I was able to take the car home without finalizing. Fact is I was never approved that day. A total of 9 hard inquiries were made on my credit and it took months to get an approval and until the sale was finalized. Soon after I discovered my home had been exposed to bed bugs. After a thorough inspection of the vehicle I discovered it was infested with bed bugs. I informed the GM on 09-27-2024 but have not received a response. It now makes sense why I was able to take the car without an approval.

  Business Response

  Date: 09/30/2024

  Re: ******** *****
  Case #********
  In response to the request by *** *****. After thoroughly
  reviewing the details of the claim we have determined that the information
  provided does not align with our findings, since we have not had any indication
  that this condition exist in any other of our vehicles or facilities.
  Based on the evidence we have; this condition has occurred outside
  our sphere of influence therefore we are unable to approve the remedy that has
  been requested at this time.
  We understand that this may not be the outcome *** ***** was
  hoping for, but we strive to ensure fairness and transparency in our processes.
  If he feels there has been an error in our assessment, he can feel free to
  provide any additional information that might help clarify his request, and we
  will be happy to review it
  Sincerely
  Barrington R H*******
  Operations Manager
  Crabtree Motor Group

  Customer Answer

  Date: 09/30/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: The sale of this vehicle was very suspicious. The sales rep asked me the type of vehicle I was interested in, I told them an SUV and they are the one’s who picked particular vehicle from their inventory. They said that was the vehicle they can get me an approval on and before dropping a down payment, I was told I had been approved for the loan. I was told what my interest rate would be and I was told what my monthly payment would be. After my downpayment was processed and the funds came out of my account, that’s when I was asked if I had 2 of my most recent paystubs. I did not have those documents on me so Gabby my sales rep spoke to her sales manager Victor and I was told I could send the 2 stubs via text when I got home. A dealers plate was put on the vehicle and they let me take the vehicle home without finalizing the paperwork. I was told to come in the next day to finalize everything. Fact is I never was approved for a loan, I was told I would get one soft credit check but ended up with 9 total hard inquiries. When I asked my sales rep why do I keep getting hard inquiries if I was already approved, she did not respond to me. Another fact is that I was not approved until a couple months after the fact once they found a company who would approve my loan. Is it a normal business practice for a car dealership to allow a customer to take a vehicle home without a bank approval and keep the vehicle until a bank is found that would approve the loan? That is what happened. Crabtree Nissan saw I was desperate for a new vehicle and they knowingly sold me a vehicle that had an infestation of bed bugs. This is the reason they allowed me to keep the vehicle and take it home without prior approval they repeatedly lied to me and told me I was approved which was not true, I was promised thing’s that would get repaired on the vehicle that never happened and when I would inquire about it, nobody responded back. On top of all that there was personal belongings in the vehicle I traded in that was never recovered, things of value and things of sentimental value. I made a complaint about this and nobody helped me until I emailed the owner. I believe when property that is taken that doesn’t belong to someone that is called theft which I have proof of so the integrity of the company has already been compromised so your statement on fairness is falling on deaf ears. The people running this dealership from upper management all the way down aren’t honest people. They are professional liars and promise you the world until you sign the papers and then you are forgotten. They let me take that $35,000 vehicle home without prior bank approval because they knew about the infestation and they made their problem into my problem. I had no issues with these pest until I got into that vehicle. All I do is work and go home. I don’t go out I don’t travel. I work and sit home and I’ve never had this problem until I bought that vehicle. 
  
  
  
  Sincerely,
  
  
  
  ******** *****

  Business Response

  Date: 09/30/2024

  See previous response 

  Thank you

• Initial Complaint

  Date:05/31/2024

  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.

  On 5-25-24 I traded my ***** for a ******. I got approved and traded in my car. I had to bring it back on 5-29 to sign the paper work which I did and I drove my new car home. I received a call this morning from Eli that they mistook the wrong payoff amount that was on the paper from previous lien holder and my deal could not be honored and I needed to bring the new car back and take my old car back. I believe my deal should have been honored as it was the finance and management staff that made a mistake.

  Business Response

  Date: 06/03/2024

  Crabtree Nissan's General Manager has been in contact with Ms. ********, and have acknowledged that there was a miscalculation in determining the payoff amount on her trade in and expressed our sincere apologies, however we cannot honor her request to go forward with this sale, and we hope that this situation has not inconvenienced her in anyway and we thank her for her patience in having this matter resolved.

  Customer Answer

  Date: 06/04/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  The papers were signed the night before they told me they could no longer honor the deal. I believe signed documents are legal and that they should honor the deal as it was their mistake of the taking the wrong amount on the paperwork. 
  
  
  
  Sincerely,
  
  
  
  **** ********

  Business Response

  Date: 06/04/2024

  Please refer to our previous reponse.

  Customer Answer

  Date: 06/07/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  They should have to pay the difference since it was their fault and it did provide me a lot of stress regarding this deal going bad.
  
  Sincerely,
  
  
  
  **** ********

• Initial Complaint

  Date:12/04/2023

  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.

  My daughter and I purchased a 2008 ***** *** for $5400 12/2/2023 and it was disclosed on the title by both the seller ******* ******* **** *** *** * ********** ** *********** ** ***** ****** *******) and Crabtree Nissan that the mileage was 124953 miles and 124952 miles respectively on the title and this also matched the miles on the odometer of the car. After getting home and running a ****** report I discovered that this vehicle actually has at least 274864 miles on it which was reported on 11/21/2023 by Crabtree Nissan.

  Customer Answer

  Date: 12/04/2023

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

  Hello,

   

  Thank you for your response, I was able to get a full refund for my purchase this morning from a representative of ****** ******* **** ***.  I was also contacted by a sales manager from Crabtree Nissan who offered assistance in any way they could help and the sales manager was very kind and helpful.  All businesses are aware of the mileage discrepancy.

   

  Let it be known I did get a full refund of the original purchase price and I am very happy with this resolution.

   

  Thank you kindly,

   

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

• Initial Complaint

  Date:09/18/2023

  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.

  The brakes on a 2022 Nissan ********** needed to be replaced after 15,014 miles. I was told this is reoccurring problem with this model. Nissan states this is not covered under the warrantee. The cause of thi8s problem is that the braking system is used for many other functions requiring the brakes to be engaged much more frequently even with out applying them by pedal. The system is undersized for the load it is designed to carry. It is my opinion and that of others on internet forums that this is a design fault by Nissan.

  Business Response

  Date: 09/18/2023

  In response to the complaint submitted to you by ****** ******* #******** please be advised that we have been in contact with him, on 9.18.23 and because we appreciate his loyalty as a valued customer of Crabtree Nissan and understand that vehicle maintenance can sometimes entail unexpected expenses, we also strive to provide transparent, and fair solutions to our customers. Unfortunately, no vehicle manufacture provides coverage on wear and tear items unless, they are found to be defective or part of a recall, or special service campaign. Our team carefully examined this vehicle and confirmed that the brake issue is not attributable to any defect thus, it does not qualify factory warranty coverage from Nissan, however simply in the interest providing goodwill to our customers, when possible, we have chosen to provide a one-time refund for this repair. And would like the Better Business Bureau for your assistance in this matter.

• Initial Complaint

  Date:08/24/2022

  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.

  One of the sales managers, Frank P*****, made vulgar, racist comments to me, after only speaking with me for a few minutes. He used the "****" word and the "******" word while he was telling me a story about his ***** watch.
  He also promised me a sunroof, free of charge, and did not follow through. When I spoke to him about what he had promised, that what I wanted was "on them", that I wouldn't be responsible for paying it out of my pocket. When I looked over my paperwork, he actually charged me for the sunroof that he promised I wouldn't be responsible for, and then proceeded to tell me I got a good deal and nothing is free! I had to pay $1,299.00 for a sunroof that I believed was on them. He is a very deceitful person and shouldn't be allowed to work with the public and lie to them and treat them like they are ignorant.
  I would like to speak with someone to see if there is anything that can be done. I wanted to file a complaint with Nissan, but they sent my email to the same C******* Nissan dealer to try to see if they can resolve this, and the General Manager called me, but, at this point, I do not trust any of the C******* Nissan dealerships.
  Also, I believe he should be fired for his behavior and nasty and racist words he said to me.
  I have no complaints about my salesperson, just Frank P*****. He is shifty, deceitful and a racist.

  Business Response

  Date: 09/21/2022

  I spoke with customer to get the full story of what happened.  I apologized for the experience she had, and that she felt uncomfortable. We do not tolerate inappropriate language and we appreciate the feedback.  The price of the sunroof was not properly explained, we took of the price of the sunroof on the price of the vehicle, but had to keep the sunroof as a line item.  For the confusion and miscommunication we sent a check for $500.  We do apologize for the experience. This definitely does not display the typical culture at C******* Nissan. Again, we are sorry that customer did not get a truly exceptional experience.  Please do not hesitate to reach out.  

  Sincerely, 

  Sarah C*******

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

  Customer Answer

  Date: 09/21/2022

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