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:06/12/2025

  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 purchased a new 2025 Nissan Rogue SV from King Windward Nissan in *******, **, on June 10, 2025, electronically. Before delivery on June 16, 2025, I requested an oil change and inspection because the car had been sitting on the lot for approximately six months. This request aligns with the manufacturers recommendation to change the oil every six months or ***** miles, whichever comes first. The dealership refused to perform the oil change or provide documentation confirming the oils condition, despite my concerns about engine health and warranty compliance. I am seeking assistance from the BBB to have the dealership perform the oil change and provide documentation that all fluids and key systems were properly inspected before delivery.Unfortunately, the dealers response on June 12, 2025, was:We do not do oil changes with a brand new car before giving the car to the customer. You are more than welcome to schedule one after receiving the car if that is something you are interested in. Again, the oil changes will not be in writing because it is on the window sticker that goes with the car. Key fluids and battery are checked when the car arrives from shipment. Nissans recommendation for oil changes is when the car is being regularly driven.

  Business Response

  Date: 06/17/2025

  I am not clear on what she is asking for. I believe she is asking to have the oil and filter changed and a copy of the pre-inspection report when the vehicle was received. Is this correct?

  Customer Answer

  Date: 06/21/2025

   
  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.

  The dealership did gave me a booklet of oil change voucher for the future visit.
  
  Sincerely,
  
  **** ****

• Initial Complaint

  Date:01/12/2025

  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.

  I purchased a car that had a clear safety check. It was recommended to have a transmission flush. It was brought in for a transmission flush to Windward Nissan in *******, HI on November 2nd. Literally 3 days after, the car started to not shift right and make a strange noise when starting. This was not there before. This car also has never been serviced under the ownership of previous owners. Upon bringing it in to be fixed, the service advisor ******, already assumed it was a pre existing issue without even looking at the car. We were told that we would have to wait until Monday as they needed to call Nissan tech. I never heard from them and had to follow up daily to get a response. I finally received a call back that Thursday, it as brought in November 8th so I didnt hear back until November 14th. Why it takes almost a week to check this, I dont know. I was then told the transmission failed and it was just a coincidence that it did. I asked to speak to the service manager and was told he would call me back. I had to chase him down too. When he spoke to us, they kept tryign to blame another dealership that supposedly looked at the car for a shift issue, however, we called the dealership and they said they never serviced it because there was no issue and they couldnt duplicate the concern. It ran just fine since then up until the Windward Nissan dealership did their transmission flush. We asked ***** (the service manager) a few more questions to check his knowledge about the service that was performed and he knew nothing. He said he would call us back. Never heard from him again. We then went to the General Manager (****) While **** was very kind and truly searched for what can be done, we were just given the same excuse that because this was brought in for the same concern 6 years ago, it wasnt them. Yet the transmission never failed in those 6 years until Windward Nissan touched it. Now they want me to pay $3200 for a new transmission or trade it in.

  Business Response

  Date: 01/13/2025

  Regarding BBB Complaint #********

  **** **** brought the vehicle in on 10/26/24 with one order, flush the transmission. This was not recommended by us nor had we diagnosed the vehicle in anyway. This vehicle had never been to our shop so we had no history of maintenance, repairs, recalls performed, etc. We flushed the transmission as requested and returned the vehicle to the customer. When we were informed that the vehicle started to experience shifting issues it was determined that it needed a replacement transmission. We then tried to find some kind of history and found that ******** Nissan had serviced the vehicle in the past. They informed us that the car was brought in to them at one time with a complaint that the car would not go into reverse. When New City Nissan did a diagnostic check, they could not verify the complaint so no repair was performed. This fact coupled with the unusual singular initial request to "flush the transmission" (repair order attached) indicated to us this was a pre-existing condition as a transmission flush would not cause a transmission failure. We did locate a rebuilt transmission on the mainland for this car and offered to install it at cost, a total of $3,200. To help this customer further, assuming the located transmission is still available, we will apply the $503 charge for the original flush to the replacement.

  Customer Answer

  Date: 01/13/2025

   
  Complaint: 22801741
  
  I am rejecting this response because:
  
  This dealership is the last to touch this car and should be responsible for the parts it damaged in its entirety and not leave me responsible for $1000s of dollars in repairs. 
  
  Sincerely,
  
  ******* *******