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:04/15/2024

  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.

  I was not informed of out of pocket expense that was not part of prepaid maintenance. The service advisor asked only if I have time to wait. I was not aware that the work to be done was not part of the prepaid maintenance, was not inform how much it would cost me. I never authorized or agreed to the price.

  

  Business Response

  Date: 04/23/2024

  We have reached out to the customer and refunded their money. There was a miscommunication between the customer and the advisor over what was covered on their maintenance plan.

• Initial Complaint

  Date:12/04/2023

  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.

  This is to bring to your notice that we are cheated regarding a purchase made at REGAL NISSAN , ******* ** on September 22, 2023, of ***** Odyssey 2015 (VIN number *****************).The following points are to be noted regarding our complaint:1. The car fax report is misleading and wrong as it has a color discrepancy. During our purchase, the car fax report of the above mentioned car as per dealership was showing the color as brown multiple times on car fax report , but now when we received the title the color of car is reported as Gray by DMV Complaint- The fact of repainting has been hidden by dealership or they cheated us by selling a car on wrong or doctored car fax report or they sold a different car.2. After driving car for ***** miles car started shaking at the speed of *****mph. When the car was taken to ********** at *********, they toldme that the transmission was bad and needed to be corrected and they charged $685 for flushing the oil thrice. They also informed us that in the near future, it may need a complete change of transmission. Complaint: It is again hiding the fact that the car was having a transmission problem.3. On CARGURUS from where we saw this car online the status of the car was 'one owner' but it was a two-owner car and we are the third owner now. Complaint- Misrepresentation of the true facts online.(False or Wrong information on Product)Based on all the above, we are feeling cheated by dealership and completely disappointed, feeling cheated and stressed after making a purchase.This is despite the fact that we spent our hard-earned money and gave the full amount on the spot without any credit and more than that was listed in the name of taxes and repairs dealership told us were performed on the car.Now as a fair business practice, dealership should fix this purchase and we need our purchase amount back together with the money we spent on the **********. We trusted this dealership that didn't meet our expectations.*****

  

  Business Response

  Date: 12/05/2023

  Dear *****, we acknowledge your concerns about the reported color discrepancy, transmission issues, and ownership history. The color of the car was accurately communicated as gray during the sale, and any disparities reported by external entities are beyond our control. No issues were uncovered during the inspection, and the transaction was governed by an AS-IS agreement, underscoring its non-guaranteed nature.The ownership details presented on CARGURUS were based on the data available during the listing.  We provided a CARFAX report reflecting the accurate ownership history at the time of sale. We remain committed to addressing your concerns within the agreed-upon terms. Sincerely, Regal Nissan

  Customer Answer

  Date: 12/05/2023

   
  Complaint: 20958882
  
  I am rejecting this response because:they are not talking about CARFAX report how the color got changed in title and it is clear case of fraud on them they never disclosed the fact anywhere car is repainted. 

  On ***** website if you run the *** NO. of the car it is Brown how it turned to Gray.

  This is a clear case of misrepresentation of facts.
  
  Sincerely,
  
  *********************

  

  Business Response

  Date: 12/05/2023

  We have no reason to believe that the car has been repainted. After being in this business for as long as we have we have seen Carfax have the wrong color reported multiple times. There would be clear signs if the whole car had been repainted that were not there. If you would like to send a picture of the door jam vin plate we can look at that and verify the original color of the vehicle. We are not a ***** store and do not have access to their system so since there was no sign of a full repaint there would be no reason for us to call a ***** dealership and have them decode the *** for us. ****** is a guide for the consumer and an independent party that relies on reporting from a multitude of sources that can be wrong. One person may consider the color of that vehicle more brown than gray and when that happens it gets entered into CARFAX as such.

  Customer Answer

  Date: 12/06/2023

   
  Complaint: 20958882
  
  I am rejecting this response because: this dealership is saying ****** makes mistakes, fine why dont they get into their own records that is  they should look into the title of the car when they made purchase from 2nd owner the previous title will clear everything. So they should provide a copy of title on this platform that they got while purchasing this car , I remember on day of purchase I asked for the title the sales representative ******************* he went and came back after few minutes and said he is unable to find it so now it is time to see that title.

  I know as per Georgia law dealership has to keep all the records of their sales and purchases so they cannot deny for the same.

  As demanded from dealership picture of the door jam ,  that is already be taken by one of their employee Mr **** when I went to them to resolve matter amicably on December 1st.
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:06/23/2023

  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.

  Regal Nissan Invoice # ****** Customer # ****** My vehicle, *************************** Rogue VIN *****************, was repaired by your shop in November 2021. After this repair was completed I drove the vehicle after some months. Upon parking the vehicle the tie rod snapped on the front passenger's side (same **** as the main impact of the accident). After many months of inspectors reviewing, documenting, and analyzing, it was determined the tie was already compromised prior to this latest damage in December of 2022. The experts determined the tie rod crack was missed in my previous repair, and this is an **** that should have been examined as that is the **** of the accident. This examination and determination was performed by licensed experts; Nissan Corporate, One Guard Inspections, and Courtesy Nissans Technical Expert determining a small crack in the tie rod ultimately directly or indirectly caused this current damage and was missed in the initial repair job inspection by Regal Nissan. This was further determined by the corrosion surrounding the crack in the tie rod which substantiates this kind of failure. These facts completely contradict your findings, regardless of any wheel alignment report. Furthermore, I have provided this proof to ******************, but have had NO response back from him. It appears that ****************** and Regal Nissan do not want to recognize the provided evidence as to why this tie rod cracked and this is the main issue here which will be the essence of my bad faith claim against your dealership. Now, because I am already put in an injured position because this tie-rod/steering rack issue was missed initially, I propose the following to resolve this issue amicably before further action is taken: My vehicle will be repaired by a Nissan Dealership here in the Dallas **** (Courtesy Nissan **********, **). I will then be expecting FULL reimbursement for this repair from your dealership.

  

  Business Response

  Date: 06/23/2023

  We appreciate the opportunity to respond to this complaint. The damage referenced occurred over 10 months and ***** miles from the collision repair date. The repair of referenced and most current damage is the responsibility of the driver's automobile insurance coverage subject to the insurance policy for approved claim. Same as the original damage. It's our understanding that the driver/owner has already submitted to their insurance company and the claim was denied. The decision was made last month to forward this complaint to our legal counsel after certified mail received from the driver/owner (dated 4/21/23) included accusations of "bad faith" and "malice negligence" which by nature accuses the dealership of deliberate intention to do injury to another party. We take these false allegations seriously. Therefore, any future communication from driver/owner should and will be directed to counsel. Regal Nissan takes great pride in our reputation for exceptional customer experiences and value of services provided. We've been committed to providing this same quality for over four decades. We hope the driver/owner will be successful in obtaining authorization from their insurance company to repair the most current damage. 

  Customer Answer

  Date: 06/26/2023

  To clarify, I have a written inspection report from One Guard Inspections that I provided to Regal Nissan, determining that this tie rod damage was, in fact,  missed from their initial repair job based on the corrosive evidence.
  It's my opinion that this is both, bad faith Regal Nissan does not want to show any acknowledgment, and malice in that they don't want to accept the inspection report with clear evidence of their mistake, which could have caused a catastrophe for me and my family resulting in possible death because of this. 
  I have attached the time stamp of my first email dated March 14, 2023, to *********************** where I initially opened a line of communication once I gathered credible evidence of the missed repair job from the inspection company and Nissan experts.  Also attached another email to **** on April 5th, 2023, I received NO response from either email. I also more recently communicated the issue and forwarded the inspection report to *************************, Executive Manager, he replied on May 31 and said they would review it and get back to me, no reply after that. 

   

  

  Business Response

  Date: 06/27/2023

  "Good afternoon Mr. ******************* I hope that you were able to enjoy a peaceful Memorial Day extended holiday weekend.
  Second, After reading your letter of demand,Ive asked my Controller to forward to Mr. ************ (________ ) is Regal Nissans legal counsel on record. Expect a response after he has performed due diligence"

  The above is the verbatim communication to Mr. **** from 5/31/23. 

  Customer Answer

  Date: 06/27/2023

  Dear Regal Nissan,

  Let's just make this clear, Does Regal Nissan acknowledge and agree with the inspection report conducted by One Guard Inspections?

   

  

  Business Response

  Date: 07/10/2023

  Again, Regal Nissan is steadfast in our opinion that this vehicle damage is an insurance issue. And for record, Regal Nissan is not familiar with One Guard Inspections other than a ****** search detailing that they hire independent contractors per inspection. 

  Customer Answer

  Date: 07/13/2023

  Hi, thank you for acknowledging the inspection report done by One Guard Inspections which is also a BBB accredited business. The inspector, ***********************, an ASE license inspector, and the company One Guard was actually hired by Nissan Corporate to do this inspection report on my vehicle, he did a great job highlighting the most important fact that the tie rod was compromised from my previous accident and it was not replaced by Regal Nissan collision center. So I would have to assume you would agree with their findings?

  

  Business Response

  Date: 08/09/2023

  Once again, damage to a vehicle falls under the insurer's current insurance coverage. The damage happened several months and several thousand miles after the collision repair date. Regal Nissan is independently owned and operated. Nissan North America will verify. The inspection company that was used is unknown and not recognized by Regal Nissan. As noted before and after research, the inspection company randomly subcontracts to independent appraisers. 

  Customer Answer

  Date: 08/14/2023

  Complaint: 20227834
  
  I am rejecting this response because: 

  New Desired Resolution: Acknowledge and agree with the One Guard inspection report. 

   Regal Nissan Invoice # ****** Customer # ****** My vehicle, *************************** Rogue VIN *****************, was repaired by your shop in November 2021. After this repair was completed I drove the vehicle after some months. Upon parking the vehicle the tie rod snapped on the front passenger's side (same **** as the main impact of the accident). After many months of inspectors reviewing, documenting, and analyzing, it was determined the tie was already compromised prior to this latest damage in December of 2022. The experts determined the tie rod crack was missed in my previous repair, and this is an **** that should have been examined as that is the **** of the accident. This examination and determination was performed by licensed experts; Nissan Corporate, One Guard Inspections, and Courtesy Nissans Technical Expert determining a small crack in the tie rod ultimately directly or indirectly caused this current damage and was missed in the initial repair job inspection by Regal Nissan. This was further determined by the corrosion surrounding the crack in the tie rod which substantiates this kind of failure. These facts completely contradict your findings, regardless of any wheel alignment report. Furthermore, I have provided this proof to ******************, but have had NO response back from him. It appears that ****************** and Regal Nissan do not want to recognize the provided evidence as to why this tie rod cracked and this is the main issue here which will be the essence of my bad faith claim against your dealership. Now, because I am already put in an injured position because this tie-rod/steering rack issue was missed initially, I propose the following to resolve this issue amicably before further action is taken: My vehicle has been repaired by a Nissan Dealership here in the Dallas **** (Courtesy Nissan **********, **), with the invoice which I paid attached. I want Regal Nissan to acknowledge and agree with the One Guard Inspection report.

  Thank You

  
  Sincerely,
  
  Rey Rani  

  

  Business Response

  Date: 08/15/2023

  As stated per our last message, we can not agree with the inspection because we have no knowledge of the inspector or company outside of a ****** search of their name. Damage to the vehicle falls under the insurer's current insurance coverage. The damage happened several months and several thousand miles after the collision repair date.

  Customer Answer

  Date: 08/17/2023

   
  Complaint: 20227834
  
  I am rejecting this response because: it seems you do not want to believe the factual material in this report. I agree, this report was performed by a 3rd party ASE Certified Inspector so there is no bias opinion and it was done under the supervision of Nissan.  This report was confirmed by Nissan Corporate and Courtesy Nissan Dealership's inspector's confirming the inspection report is valid and that Regal Nissan has missed the repair. 

  Seems to me this is now become a matter of ethics for denying this inspection report.  What credentials do you need to see regarding the inspector for you to acknowledge that this report is valid? 

  Sincerely,
  
  Rey Rani