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:06/16/2025

  Type:Customer Service 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.

   am writing to formally escalate an unresolved and ongoing service issue with Headquarter Nissan (********, GA). I have made numerous attempts since April 25, 2025 to have my vehicle serviced for issues that began immediately after an alignment and tire balance was performed by their service team.
  
  Despite returning to the dealership more than 8 times since the initial visit, my vehicle continues to experience shaking and possible transmission-related performance issues. I’ve repeatedly explained the symptoms, allowed technicians to inspect the vehicle, and have even purchased new tires from Headquarter Nissan at their recommendation — yet the issue persists.
  
  Here are the key points of concern:
  
  The issue began immediately after alignment and balancing was completed.
  
  I returned the vehicle 3 times on the same day (April 25), and additional times thereafter — all without a lasting resolution.
  
  Service Manager Ron suggested I purchase tires from Headquarter Nissan (which I did), yet the problem remains.
  
  The General Manager (Robert) dismissed our concerns on June 6, told us to "go elsewhere," and failed to follow through on a promised rental.
  
  No further contact or follow-up has occurred despite repeated calls and inquiries.
  
  We have also filed a case with Nissan Consumer Affairs and spoken with a representative named Trey, but unfortunately, no resolution has been reached. I am now requesting:
  
  A direct conversation with the Regional Manager or a Senior Nissan Executive, such as the President or Regional Director.
  
  Immediate steps to fully diagnose and repair the vehicle at no further cost, or
  
  Entry into the Nissan Buyback Program for defective service or product concerns.

  Business Response

  Date: 06/16/2025

  Dear *** *******:
  
  Thank you for reaching out. I have spoken with the Service Manager, Ron S**** regarding your concerns.  Headquarter Nissan will pay for (1) day of rental in order to isolate your concerns.  The plan is to install wheels and tires from a new vehicle to determine the origin of your vibration. I would encourage you or your husband to reach out and set up and appointment. Once we determine if the vibration changes or is eliminated, then we can proceed accordingly.  Unfortunately, Nissan does not offer nor cover rental vehicles at 54,000 miles.   We will absorb the cost for 1 day to diagnose if this is a tire / wheel problem, or a mechanical issue.  Please contact Ron at (706) 225-8100 to schedule your Armada.
  
  Regards,
  John C****
  Corporate Director
  Headquarter Nissan

• Initial Complaint

  Date:12/19/2024

  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.

  Company did replace my transmission but on ***** and informed me it would be ready . I picked it up on ***** with no information about the vehicle they just swapped cars out and did not provide me with any documentation about my vehicle. I was told I would receive an email concerning the vehicle but as of ****** I have not . I can only trust that they said they did what I was told in ******** as far a proof I do not have . I am in fear every time I hear a ding or see a notification in the car . I hope no one else ever has to go through this . Worse companies I’ve dealt with thus far.ow the car was making a roaring sound. I did not hear any news about my car until *** ** only because I left a Google review did they then call me. I was told my vehicle was fine and another CVT axle was replaced and the car would be ready by the **** . Service manager then called back to say they were placing a transmission in the vehicle because a Nissan representative came in and said to replace it and it would be ready on the ****. I received a message a few minutes later saying they were replacing the transmission because the CVT messaged came back on. I discussed with them how I felt unsafe and no longer trusted their word or the vehicle. He told me I need to bring the rental back and to take it up with Nissan corporation because that was not his area he just works service. I have a 2023 Nissan rogue I should not be having these problems I have had this car for a year and a half. They continuously dismiss my concerns and make it as if it’s just how the car is and I refuse to drive .

  Business Response

  Date: 12/20/2024

  Nissan USA Technical Hotline initially authorized a valve body to repair this transmission under warranty. When it did not correct her concern, Nissan authorized a replacement transmission assembly. The warranty transmission has been installed on ********** and is complete. She is welcome to pick her vehicle up today.    It is completed   Everything is covered under factory warranty.  

• Initial Complaint

  Date:12/17/2024

  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.

  I purchased a new Maxima in ******** ****. Minor scratch and dent repair was included in the contract. I went to the dealership numerous times to have minor scratch es removed. Each time, I was told something different i e, the sales person has to handle that. The repairman comes on a different day, he didn't come today, he left early, he doesn't come when it rains. Finally, I contacted ****** ***** ******** I was told to take it to the service department for evaluation. I was told to bring the car back on a sunny day and they would buff them out. I did and after being at the dealership for over an hour , I was told they couldn't buff them out because they were from an outside source. I have been trying to get the scratches removed for approximately 9 months.

  Business Response

  Date: 12/20/2024

  Ms. ******* does not have "SCRATCH" coverage on her Maxima.  She does have complimentary "PDR"  Paintless Dent Removal coverage on her vehicle.   This covers door dings and dents that can be repaired thru the PDR process.   Any scratches in the paint are her responsibility.   Attached is a copy of the contract. 

   

  We buffed as a goodwill gesture.   Paintwork is her responsibility. 

• Initial Complaint

  Date:11/01/2024

  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.

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  I understand the miles, but I feel like I was told that I needed a motor without them reviewing any other options, and then was told a sensor was a reason that would keep the engine from knowing what to do meaning that was the issue previously but they couldn’t tell before putting the engine in. It is like someone is experimenting at the cost of a woman and I am asking them to split the cost.
  
  Sincerely,
  
  
  
  ******* ****as not fully corrected. I feel like they just tried to take the easy route for them as me being a woman instead of finding the real reason, which I think was a sensor problem telling the engine what to do, which was the last thing they told me it needed.

  Business Response

  Date: 11/01/2024

  This vehicle was towed in
  for diagnosis on 10/01/2024. The last 6 previous service visits were with ******* *** ****** * ***** "Customer States That Vehicle Will Not Start". 
  

  Upon initial diagnosis - DURING INSPECTION FOUND THE VEHICLE WILL TURN OVER BUT
  NOT IGNITE. AFTER TESTING WE HAVE FUEL PRESSURE AND NO SPARK. LOOKING FURTHER
  WE SEE THAT THE IGNITION TIMING IS 80 BTDC. THE ENGINE JUMPED TIMING AND
  WOULD NOT START. VEHICLE HAS 174,110 MILES AND ENGINE REPLACEMENT IS NEEDED.
  Customer agreed to engine replacement via recorded phone conversation.

  After the engine replacement, had an extended crank condition. It displayed trouble code P0335 in the engine control module. The code would not clear. Crank sensor had 5 volts and was getting good ground, Crankshaft sensor tested bad. Replaced sensor and the code would still not clear, - Vehicle needed a flex plate due to the reluctor failure.  - Advisor advised will help with cost and already discounted bill, there was no way to determine part was needed until the engine was replaced needed. Vehicle now complete, test driven  The total charges are $11,730.31 

  Payment must be made with cash or certified funds (cashiers check) only.

  Business Response

  Date: 11/05/2024

  Your engine failed due to the timing belt jumped time and caused internal damage to the engine. The crankshaft sensor and flex plate had nothing to do with your original engine failure. There was no way to determine if these were operating correctly until we solved the original engine problem. Bernadette gave you a substantial discount when this all was explained to you. Bernadette was not authorized to make this concession, but we will honor it.

   

  Your final bill is $11,730.31    Payable with certified funds only (Cash or Cashiers Check)

  If the vehicle is not picked up on or before 11/30/2014, we will file a mechanic's lien to obtain a title.

  Customer Answer

  Date: 11/05/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  I only agreed to the battery replacement if it was under warranty and I was told that I couldn’t get full warranty, but I would pay 40-60 dollars, which I agreed that was the only way. I agreed to engine because I was told that would fix my issue, to then be told I can get the vehicle with new engine, but it still would not stay cranked without 1700.00 more of work. As I was told the vehicle still would not  stay started with the new engine without the other extra repairs and that is why I am requesting to split the bill because I would still have an issue. I still would have a starting issue even with the 10000 engine.  I also was told 100.00 off for military that I do not see or whatever discounts you are saying she gave me. I explained that I was not pleased with my whole experience and the advisor seemed to  not be experienced or lost on what really was going on, which is not her fault. All these other repairs, I didn’t agree to. My final request is to split the bill.
  
  Sincerely,
  
  
  
  ******* ****