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:11/08/2022

  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.

  I purchased a 2018 dodge journey from Wesley Chapel Nissan I'm December of 2021. I drove the vehicle to ************ on October 30. I had some issues with the transmission . I has the vehicle towed to my home and then back to the dealer after I spoke with them . The technician got with me the next day and I was trying to explain my situation . He really didn't want to hear what I had to say . The technician or service advisor was going by **. He explained I didn't have a warranty . I proceeded to say I just purchased the vehicle less than a year ago . They ran a diagnosis of the vehicle and said I need a new transmission at the cost of $6000. I also spoke with the young lady that sold me the car and she stated if the vehicle was too expensive for me to fix I could trade it. There had to be known issues with the vehicle . I also called the finance company to see if they could help since they actually own the vehicle . The financial institution told me it was between myself and the dealer . I don't think I should have to pay for the repairs of the vehicle and everything is sold as is. Where is the honestly and ethical practice of business ?

  Business Response

  Date: 11/11/2022

  We understand it can be very frustrating when expensive repairs arise on a vehicle. As you stated you purchased a pre-owned as-is vehicle from ** almost a year ago. At that time you were offered a warranty which was declined and many miles have been put on the vehicle in that time. The service advisor recommended that you reach out to Dodge to see if they might have any recalls or possibly extended warranties on that transmission through the manufacturer. It is my understanding that you have initiated a voluntary repo with your lender and there is not much more we can do to assist at this point.

  Customer Answer

  Date: 11/14/2022

   
  Complaint: 18372554
  
  I am rejecting this response because:
  I don't  agree  more there  wasn't  any help offered before  I made  my decision  to give  the vehicle  back  to  the finance  company .  I called  the  finance  company  and  they  said  it was  nothing  they could  do but file a complaint  with  Wesley  Chapel  Nissan  it's  not normal  for  a vehicle  of that  age to need a transmission .  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:11/08/2022

  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.

  I would like to file a complaint against Carco and Wesley Chapel Nissan for a *** insurance claim. We purchased a 2017 Nissan Versa Note from Wesley Chapel Nissan on 2/13/21. We purchased optional *** insurance for $800.00 on a $15,938.62 loan. The car was totaled on 4/27/21. Our auto insurer Allstate paid $8,262.94 on 5/19/21, leaving a $7,314.08 balance. ***** paid the claim with a whopping $259.80 on 7/15/21 and that is their final payment for *** insurance. We actually lost $540.02 by purchasing the *** insurance!!We were told that the *** contract we purchased had a 150% Lending to Value, which means it only covers the financing of the vehicle up to 150% on the **** value at the time of purchase. The **** value at the time of purchase was $8,275.00, so 150% of that is $12,412.50. We were NEVER TOLD this was the maximum amount we could finance the vehicle for for *** to cover it. We would have put down more money! ***** reamortized the loan to obtain what the balance at the date of loss would have been had we only financed $12,412.50. The amortization balance was $12,294.37. They do not cover the amount financed over 150% Lending to Value So, we could NEVER have even gotten our $800.00 in *** coverage! At NO TIME, did anyone tell us that the vehicle we purchase was over 150% of the Lending to Value!! We still owe $3,390.92 for this totaled car!!We were defrauded! We want to file a complaint and we want change! We demand that all dealers MUST ADVISE ALL BUYERS of the % of their Lending to Value, so they can be informed when purchasing *** insurance.Can you please provide assistance to file this complaint?We called the ****** of ********* Regulation and were told to call the Region 6 DMV ********************* of ******** Services, and they told us to call the ******************************.

  Business Response

  Date: 11/21/2022

  We have already responded to the FLHSMV complaint filed by *******************. We provided all requested documentation and the case was closed. The customer signed all of the contracts purchased at the time of sale which detail the terms and conditions. 

  Customer Answer

  Date: 11/23/2022

   
  Complaint: 18371432
  
  I am rejecting this response because: they withheld pertinent information that the Loan to Value Ratio was over 150%. It was deceptive to sell a GAP policy without that information because it rendered it useless. They pressured us to put down as little money as possible.  If we had known the Loan to Value Ratio was over 150%, we would have increased the down payment so that it would have been under 150%. It was their duty to explain that. No one wants to unknowingly buy insurance that costs more than the benefit ever could be. They intentionally wothheld pertinent information need for us to make an informed decision. They sold a useless GAP policy. That is illegal.

  They are corrupt sheisters and are the epitome of the stereotype of the despised car salesman. They just worry about their commission and money coming in to them and stole from a young woman by selling her a useless GAP policy.  

  They owe us that money! 

  Sincerely,
  
  *******************************

• Initial Complaint

  Date:07/13/2022

  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.

  Took care to service for hesitation while driving and trouble shifting. While waiting for service, there was an employee walking around who kept trying to tickle and touch my younger daughter. He continued to ask us where we lived. He also said we should go to his pool with him and his son and his son can be her brother. VERY UNPROFESSIONAL. The other people there voiced how uncomfortable they felt to me as well. After waiting over 2 hours, We were told there was about 10k+ service to be done but the main problem was the transmission and that's what should be fixed. Our warranty just expired in March. I asked the service guy for a rental so I could go home and think about it as this was all too much to take in. He then came back and said he wrote the number for customer service on the paper. He said Nissan Customer service had given another customer 50% off. He then proceeded to cash me out. He informed me my car was able to be driven at the time still so I could go home and did not need a rental. I got in the car with my four year old and called customer service. They said the 50% off does not exist and they cannot help. At the same time, NOT EVEN 3 MILES down the road, my car stopped working in the middle of the biggest intersection on a 55mph road. Cars were swerving and we could've been killed! I had to call 911. I got the car to the side of the road and was almost rear ended twice sitting there waiting for the tow truck. I had to have a police officer sit behind us to avoid being hit. We put trust in these people and in the end, we almost lost our lives. Contacted both the dealership and corporate. Corporate said to deal with dealership and dealership said since we're working with corporate to deal with them. They won't return phone calls or emails. I couldn't afford to fix this so I had to buy another car. I am more than frustrated.
  

  Business Response

  Date: 08/15/2022

  Business Response /* (1000, 5, 2022/07/18) */
  Mrs. *******,
  
  We never want any of our guests to feel uncomfortable in any way. If there was an interaction that made you or anyone else feel uncomfortable, we wish you would have brought it to a manager's attention immediately so that it could have been addressed right away. To your next concern, a loaner vehicle could not be provided as you expressly declined the recommended services and they are reserved for customers who are actively having their vehicles serviced with us and not intended to be used while shopping our prices or while shopping for another vehicle. We provided the information for consumer affairs in hopes they would be able to further assist you and after Nissan reviewed your case and service history along with all other information that Nissan considers, they declined to offer assistance. It was your decision to drive your vehicle off of our lot as you declined the recommended repairs and we could not have estimated the distance your vehicle would continue to operate properly without said repairs.
  
  
  Consumer Response /* (3000, 7, 2022/07/22) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  I absolutely did contact management immediately and have the email chain to prove it as do you. I asked for a loaner vehicle so I could get home and think about which of the services to go forward with why else would I ask for a loaner? Your service department as well as other staff put myself and my daughters life at risk. I was told I did not need a rental and that I could drive my car if I was told I could not drive my car I would've never taken it back!!!