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:03/03/2025

  Type:Product 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 took my vehicle to get a diagnostic & to be fixed, after hours of waiting the employee told me that the tech concluded it was a specific part. After he told me the costs etc I approved the repair, well after leaving the dealership my vehicle still had the same issue. I called the following day to speak to a manager they said one wasn't available but that'd they'd get back to me, I waited & decided to call them again. The man I spoke to wasn't very professional, he basically told me I had to pay again if I wanted them to check my vehicle again, I told him why if they didn't fix the ********* had already paid a sufficient amount of money. He said that's how they operate & if my original mechanic had told me what my issue was that why didn't he fix it, extremely rude & unprofessional. I am seeking a refund for this pointless service because they didn't fix my issue & expect people to keep going back to pay to check the vehicle until they pinpoint the problem.

  

  Business Response

  Date: 03/18/2025

  Dear Better Business Bureau Team,
  
  
  Thank you for forwarding the concerns raised by ***** *********.
  
  
  We had the opportunity to inspect her 2017 Nissan Armada, which has ****** miles. Upon drop-off, we explained our diagnostic process to her in detail.
  
  
  Our standard procedure includes an initial diagnostic fee, which covers a thorough evaluation by our Nissan-certified technicians. This process includes:
  Reviewing the vehicles history and retrieving stored trouble codes
  Searching Nissans database for common or similar failures
  Assessing the affected systems through specialized tools and expertise
  
  
  This initial diagnostic fee is $202, which reflects the time, knowledge, and resources required for a comprehensive evaluation.
  
  
  Further Diagnostics & Repairs
  Depending on the nature of the issue, additional diagnostic tests may be necessary. These can include:
  Test drives
  Pressure tests
  Component testing
  Failure scans
  Emissions tests
  Physical integrity checks
  Visual inspections
  
  
  The cost of additional diagnostics can vary based on factors such as the complexity of the issue, vehicle age, failure consistency, and the need for specialized tools.
  
  
  Resolution & Next Steps
  We performed the necessary work on Karlas vehicle and provided her with the best recommendations available at the time. As we previously explained to her, high-mileage vehicles often present multiple underlying issues, where one problem may mask another until initial repairs are completed.
  
  
  Given the work completed and the time invested, we do not believe a refund is warranted. However, as a goodwill gesture, we would be happy to offer ***** a discount on any future diagnostic services should she choose to proceed with additional repairs.
  
  
  We understand her frustration, as unexpected repairs can be challenging, especially with an older vehicle. We appreciate your efforts in facilitating this communication and remain available should ***** wish to continue with further diagnostics.
  
  
  Best regards,
  ******* *******
  ************
  Countryside Nissan

  Customer Answer

  Date: 03/19/2025

   
  Complaint: 23014971
  
  I am rejecting this response because: It was clear as day that their tech had no idea what he was doing. After being there for over 4 hours & being told it could be this it could be that, it's evident that they're not trained properly & just picked a random thing & went with it. My vehicle still had the same issue after leaving their dealership so I not only wasted time but money on an incorrect "repair". I should  receive my money back, maybe not the entire amount but absolutely the amount of the diagnostic because that was a total joke, I ended up getting my car fixed & the issue was the starter which any "experienced" mechanic would have figured that out in less than 4 hours that it took these "techs". 
  
  Sincerely,
  
  ***** *********

  

  Business Response

  Date: 03/31/2025

  Subject: Final Response Regarding ***** *********
  
  
  We have previously provided a detailed explanation of our position regarding ***** ****************** experience.
  
  
  As stated earlier, our diagnostic costs, procedures, and processes were clearly communicated to ***** before she dropped off her vehicle for inspection. This was acknowledged with her signature on the repair authorization.
  
  
  Furthermore, we went above and beyond the standard process, investing additional time and effort beyond what was charged. Despite this, we honored the original fee as a courtesy.
  
  
  While we regret that she disagrees with our position, it appears we have reached an impasse.
  
  
  At this time, we have no further comment.
  
  

  Customer Answer

  Date: 04/01/2025

   
  Complaint: 23014971
  
  I am rejecting this response because: as I said in my previous statement despite claiming that they're "experts" yes they might've done a diagnostic but not sure where they received their training at to not be able to pinpoint the issue after over 4 hours. On top of that their conclusion was to replace the brake switch which did NOT resolve the problem & why is that you may ask because that wasn't the issue. So regardless of whether they did a superior diagnostic etc bottom line here is that my vehicle was not fixed, the issue still persisted after their "infamous" diagnostic.
  
  Sincerely,
  
  ***** *********

• Initial Complaint

  Date:12/02/2024

  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 took my vehicle to be inspected on November 19th. When I dropped the vehicle off, I was told there was a fee of $202 and that would be applied should I decide to have them make a repair. They performed the inspection and made some suggestions. I decided to have them make one of the suggested repairs. When I picked the vehicle up, the $202 was not applied. When I called the next day for an explanation, I was told it could only be applied to specific repairs. I was not told that initially. I simply request a refund of the $202.  

  

  Business Response

  Date: 12/11/2024

  We have reviewed ******* Du Bois complaint regarding his recent service visit.
  
  
  When *********** dropped off his vehicle on Tuesday, November 19, 2024, at 6:41 AM (Repair Order #******), he was informed that there would be a $202 diagnostic fee to investigate his complaint of a rattling noise while the vehicle was idling. He is correct in recalling that the diagnostic fee would be applied to the cost of repairs. As documented in the repair order, the $202 diagnostic fee was indeed applied to the repair costs.
  
  
  The only additional charge was $8.88 for hose clamps used in the repair. In total, the cost to diagnose and resolve the issue was fully covered by the $202 fee, and there were no unexpected or undisclosed charges related to this repair.
  
  
  Additionally, during the diagnostic process, it was noted that the vehicles drive belt was worn and required replacement. The customer approved the replacement, which was billed at $269.89.
  
  
  Ultimately, the customers total bill reflected exactly what was discussed and approved. The original $202 diagnostic fee was applied to the repair, and there were no additional fees beyond those authorized by the customer.
  
  
  We recognize that *********** appears to be confused about the charges. Despite our efforts to reach out and provide a detailed explanation, including signed documentation, we have not been able to make contact.
  
  
  Based on our review, no reimbursement is warranted, as all charges were appropriate and authorized. If there are any further questions or clarifications needed, we are happy to assist.
  
  
  Best regards,
  
  
  
  
  ******* *******
  Countryside Nissan
  

  Customer Answer

  Date: 12/17/2024

   
  Complaint: 22625849
  
  I am rejecting this response because:
   
  The response from Nissan is not entirely accurate. While they did inform me of the fee, they failed to clarify that the $202 charge would only apply to specific repairs. They were not definitive about the issue and listed multiple possibilities, including the belt they ultimately replaced.
  Additionally, when I called to inquire why the $202 fee wasnt applied to my bill, I was told it could be applied to a tie rod replacement they recommended, which would cost an additional $510. At no point did they confirm whether the work they performed actually resolved the original issue.
  There are numerous complaints about this issue online and I believe this to be a common practice of theirs to intentionally mislead customers.

  Sincerely,
  
  ******* Du Bois

  

  Business Response

  Date: 12/17/2024

  We are disappointed to hear that *********** feels our communication was unclear.
  
  
  At our dealership, we go to great lengths to ensure customers have a concise and clear understanding of our diagnostic processes. As a standard practice, a manager typically oversees the process and verifies the customers concerns to ensure our time is used efficiently to address the issue while also clearly communicating associated costs. While misunderstandings do occasionally occur, they represent less than 0.1% of our customer interactions.
  
  
  We strive to provide every customer with a thorough explanation, but there are rare instances where customers may believe they heard something different. In this case, we are confident that the process was explained clearly to ***********. Furthermore, the customer was provided with documentation outlining the diagnostic process, which he reviewed and signed. A copy of that signed document is attached.
  
  
  We regret that *********** is dissatisfied and appreciate his feedback. We will use it to further improve our processes and enhance training for our team. However, we stand by the clarity of our communication in this instance. As noted, the explanation was delivered by the service advisor, overseen by management, and documented with ***********s signature.
  
  
  While we respect his perspective, we have closed our position on this Better Business Bureau case and will have no further comment. We wish *********** all the best in his future service endeavors.

   

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

  Countryside Nissan

  
  

• Initial Complaint

  Date:06/25/2024

  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.

  I applied for a commercial auto loan using myself as the grantee. When approved by ********* I advised the sales representative, *****, that the interest rate was too high, and that I would look into other options of financing the **** Transit Van. Later in the day, I was contacted by the Finance Manager, ***, regarding the possibility of getting a cheaper rate from US Bank. I asked *** if a credit inquiry would be needed again (meaning would he have to pull my credit again). He stated No. Approximately, 30 minutes later I noticed an email from Credit Karma indicating that I had a hard inquiry on my credit report. I then called *** back to inquire about this inquiry and I was told by him that my credit was not pulled again. I told him that he was lying and that I just received an alert from Credit Karma that it was.After speaking with the General Manager, *******, I was advised to file a complaint with the BBB as he was in agreement with the unethical practices of his finance manager, ***. According to *******, as the dealership, they have the right to shop my profile to as many banks as possible to complete the deal. I disagree. This inquiry has had an negative impact on my credit score and I am requesting that actions be taken to get it removed from my credit history immediately.

  

  Business Response

  Date: 07/01/2024

   

  I recently had the opportunity to discuss with ******************* her concerns regarding the handling of her credit report. It has become apparent that there was a misunderstanding between what ***** believed she had approved and what was actually approved.
  
  
  The attached documents clearly indicate that ***** authorized Countryside Nissan to pull her credit report as necessary with multiple lenders.
  
  
  After our conversation, it is evident that there was a misalignment between ****** perception of the approval and the actual approval process. I took the time to explain to her the details of what she had approved, as highlighted in the attached documents, and I apologized for any confusion this may have caused.
  
  
  Thank you for your attention to this matter.
  
  
  Best regards,
  
  
  *****************************
  Dealer Principal
  Countryside Nissan

• Initial Complaint

  Date:02/06/2024

  Type:Product 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.

  My lease for my 2020 Nissan Altima SL ended on January 20, ****. I extended it.I relied on the excellent experience I had with the previous ownership, before Continental Nissan was bought by Walser I contacted ***************, new car sales manager. I told ******** wanted to lease a silver **** Altima SL On January 20 *** sent me an email stating the following:"the inbound altima was sold to another customer prior to our conversations it is inbound and pushed back until mid feb. i have access to another one but from another dealer friend. it is brand new , the same , and available."On January 27, the day when I was supposed to have the car driven to my house he sent me this email: "Yes, i have the inspections list performed by our master tech and copy of it for you." The inspection showed that EVERYTHING WAS WORKING PROPERLY.The first and only time I drove this car the horn did not sound properly, very low sound. The *** also made a very low sound when locking the car. I was backing out of a parking space at ****** in ********, **, on January 29, and the rear camera did not show on the screen a van A FOOT AWAY FROM THE BACK OF MY CAR. Thank God I avoided a collision!The cameras are completely MALFUNCTIONING.The black area under the front vents was COMPLETELY SCRATCHED!I am willing to lease a black SL with around 5 miles on the odometer if you have one, given the complications of getting a silver SL Thank you.CM"I became very suspicious, and I looked at "previous destinations". It showed an address in ***********, ** My understanding was that the car would be driven from ***'s friend in ***************** to Countryside. Why was it in ***********, ** on the day it was to be driven to my house? Why did it take 8 or 9 days for ***'s friend to have the car driven from **************** to Countryside? I don't feel safe in that car.Inspection sheets signed by 3 men with the date of 7/25/**** ON ALL 3, 6 MONTHS AFTER THE ***** WAS SIGNED! THAT'S FRAUD.

  

  Business Response

  Date: 02/20/2024

  We have carefully reviewed Ms. ********* complaint. While a portion of her claim contains inaccuracies, we have clarified with her that her vehicle is indeed covered under the Nissan new vehicle factory warranty,ensuring coverage for any product-related issues. Furthermore, we extended an offer to provide priority scheduling for immediate servicing of her new Nissan Altima and to promptly address her producer concerns.
  
  Ms. ******* also engaged with the Nissan customer service team, who presented the same solution at Countryside Nissan or several other Nissan dealers near her residence. Regrettably, she declined to cooperate with any of these options.
  
  We refrain from additional comments and maintain our commitment to offering our service department to address this matter whenever Ms. ******* chooses to schedule an appointment.We have carefully reviewed Ms. ********* complaint. While a portion of her claim contains inaccuracies, we have clarified with her that her vehicle is indeed covered under the Nissan new vehicle factory warranty,ensuring coverage for any product-related issues. Furthermore, we extended an offer to provide priority scheduling for immediate servicing of her new Nissan Altima and to promptly address her producer concerns.
  
  Ms. ******* also engaged with the Nissan customer service team, who presented the same solution at Countryside Nissan or several other Nissan dealers near her residence. Regrettably, she declined to cooperate with any of these options.
  
  We refrain from additional comments and maintain our commitment to offering our service department to address this matter whenever Ms. ******* chooses to schedule an appointment.

   

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

  Countryside Nissan

  Customer Answer

  Date: 02/21/2024

   
  Complaint: 21254045
  
  I am rejecting this response because:

  The cameras in the  NEW Nissan Altima SL that I received are blurry and malfunctioning. A new car delivered to a dealership should be in PERFECT WORKING CONDITIONS, otherwise it should not be leased to a customer.

  The first and only time I drove the car on January 29, ****, two days after I received the car on 1/27/****, I was backing out of my parking spot at ****** and thank God I looked behind me.  There was a van two feet from the back of my car. The camera DID NOT SOUND AN ALARM. I was able to avoid an accident. 

  This is the third Nissan Altima I leased, and the previous two were in flawless conditions. There are many proofs that this car must have been returned by a customer or used as a demo, including the sticker being removed, torn, and folded in three. The car did not have the well known "new car smell".

  Moreover, the inspection sheets I was given had all the boxes checked, although the cameras were MALFUNCTIONING and those boxes should not have been checked. It was signed by three people, one being most likely ********************". The date all three people wrote was JULY 25, ****. The car was delivered on January 27, ****. How can three people write a date 6 months in the future? Countryside Nissan states in their response that they offered to inspect my car. However, how can I trust an inspection by Countryside mechanics who did not detect the malfunctioning cameras? I could not upload more than two photos, and I have a couple that clearly show how BLURRY the cameras are.

  I had excellent service from the previous owner of the dealership, Continental Nissan, that's why I expected the same perfect service when I leased the **** Altima SL. I did not know that the dealership had changed ownership. 

  I hope my complaint will caution prospective customers from the awful experience I am going through.
  
  Sincerely,
  
  Mrs. ********************

  

  Business Response

  Date: 02/21/2024

  As previously mentioned, the vehicle is under full factory warranty has all new cars.  The customer is eligible to take it to one of the Nissan dealers in the country to have the camera or any other issues addressed under factory warranty.  
  

  We have no further comment moving forward.  

  Customer Answer

  Date: 02/21/2024

   
  Complaint: 21254045
  
  I am rejecting this response because:
  

  As I stated in my previous response, I should have received what I had requested, a NEW **** Altima SL. I should not have any malfunctions upon receipt of a NEW car. Further, I enumerated in my original complaint as well as in my two responses to the company's reply to the BBB the troubling facts that Countryside Nissan is conveniently not addressing. The two previous Altimas had their stickers on, which I removed. The sticker that I was given was torn and folded in three. This is just one of several abnormalities about this distressing transaction.  
  

  Sincerely,
  
  Mrs. ********************

• Initial Complaint

  Date:01/10/2024

  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 purchased my 2020 Nissan Kick with 6kmiles on Aug26,2023. I set up a service appointment on Dec.11 because my vehicle started making a crackle noise while I turn my wheel.When I arrived I was told they have no appointment for **** explained to them what I was experiencing, they told me we can have a Salesperson accompany me to show them what I was hearing.I agreed,he explained to me that what I was hearing was Normal because I bought aCHEAP BASIC Kick.I was brushed off by the service **** and the salesperson.I took my vehicle to a mechanic for a second opinion. I was told the noise was from a strut that needs to be replaced.He advised to return to dealer since it should be covered under warranty.I returned to the dealer today,January 8 at 10am I dealt with ************* which assured me the issue would be covered and ****** diagnostic charge would be covered as well.I received a call from ************* that nothing is wrong with my vehicle.I requested to have the tech drive with me to demonstrate the noise Ive been hearing.The tech **** joined me and told me its the brakes making noise,I asked him what is the crackle noise he ignored me 4times.He got frustrated and told me to return to dealer because he has a lot of work to do on other cars.I spoke to *********************** service manager about my experience and rudeness from his employee.He told me dont take this in a wrong way but hes a tech and doesnt have people skills.I asked ***** to review my vehicle and to please fix it.At 5pm ***** called to say nothing is wrong with my vehicle.I disagreed with him and he advised that I take it to another Nissan dealer and walk in and not to tell them I was a Countryside Nissan. Again I was being pushed out the door.He told me to pick up my vehicle and pay the ****** charge.I disagreed with the charge and he advised me to reach out to my Salesperson. I expressed how I was treated unfair and was given the runaround.Needless to say I paid & still have a vehicle that is still not fixed.

  

  Business Response

  Date: 01/18/2024

  We acknowledge the customer's dissatisfaction and take this matter seriously. In instances where customers express concerns to avoid diagnostic costs, our leadership team, represented by General Manager ************************* in this case,accompanies them for clarification. ******, not a sales associate, noted there was no abnormal noise and that the vehicle, being a base model, may have slightly more road noise.
  
  Upon the customer's return in January, ************** examined the vehicle at no cost, finding nothing abnormal.
  
  Despite *****, our Service Manager, explaining this to the customer, insisting on further diagnostics led to a minimum cost of $202, which the customer approved verbally and signed appropriate supporting documents.
  
  During the diagnostics, **************, *****, identified a noise upon releasing the brake pedal. After testing a similar model, he confirmed this noise was consistent within the model and not a problem. Despite attempts to clarify, the customer remained dissatisfied, leading to an escalated situation during the test drive.
  
  Upon return, discussions with Service Manager ***** reiterated the vehicle's normal operation, emphasizing our commitment to replacing inoperative parts under factory warranty, contingent on documented actual part failure. The customer's daughter, equally dissatisfied, was challenging to deal with, and it's regrettable that her dissatisfaction extended to the vehicle purchase process.
  
  Despite the challenges, the customer has the option to seek warranty service at any Nissan store nationwide. We remain committed to addressing legitimate concerns within the scope of our warranty policies.
  
  We wouldnt offer a refund for the diagnostic fee as we went over and above to try to prevent a fee, but customer insisted and approved .
  

   

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

  Countryside Nissan

• Initial Complaint

  Date:09/26/2023

  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.

  On July 15th, my 2019 Nissan Sentra malfunctioned and flatlined in the middle of the street. After our car suddenly died (was running perfectly fine before), we took it to ******** autobody shop in ********, ** because we needed urgent assistance. The autobody began work on the car, and later explained it was a computer chip issue. They then took the car to Nissan Countryside as the car was verbally communicated by Nissan countryside to be under its extended warranty. After dropping the car off at Nissan, we were left largely in the dark about the car's progress. My *****************, called the Countryside Nissan dealership 3-4 times a week and was assured that the charges and replacements to be made were under Nissan's extended powertrain warranty for 2019 Nissan Sentra's. The extended powertrain warranty specifically states that computer chips are covered as long as the vehicle is under ***** miles and is under 5 years. Additionally, the warranty states that warranty service is applied if you, "take the vehicle to an authorized Nissan dealer in ***************** or ****** during regular business hours at your expense in order to obtain warranty service." After about two more months in Nissan Countryside with little progress and communication, my stepdad called Nissan to be re-informed that the issue was a computer chip malfunction. This was immediately followed up by Nissan claiming our car WAS NOT under warranty as it had "aftermarket parts" installed before our purchase of the car. We were not made aware of these parts nor their warranty implications at the time of purchase. We were not made aware of this policy when taking the car to Nissan Countryside either. Thus, they claimed the warranty was voided, conveniently after they solved our computer chip problem. Nissan's 2019 Sentra aftermarket policy is as follows, "Improper installation of any Nissan approved aftermarket accessory or component." We are confident the autobody shop made no errors.

  

  Business Response

  Date: 10/04/2023

  BBB,

  We acknowledge ************************* concerns and frustrations regarding her 2019 Nissan Sentra and the resolution process, and we appreciate her feedback. However, it is important to clarify that her feedback contains inaccuracies and lacks documented facts. Below, we provide a concise overview of her listed concerns.We are also prepared to offer additional documentation, such as  phone calls, phone logs, text messages,written documents, and pictures if they would be helpful.
  
  Poor communication:
  
  Admittedly,our communication in this case was not ideal. We have thoroughly reviewed the situation and implemented changes to improve our communication process in the future. It is essential to note that the vehicle in question, owned by *********************, was initially delivered to Countryside Nissan by ******************,resulting in a repair order generated under ******************. At the time of delivery, there was no indication that ********************* was associated with the vehicle in any capacity. However, over the subsequent weeks while working on the vehicle, we had interactions with six different individuals claiming responsibility or ownership of the vehicle. These individuals included an unidentified male, *********************, *********************, *****'s boyfriend, *****'s father ****, ***** (*****'s boyfriend's father), and some representatives from Nissan corporate customer care.
  
  Upon reviewing the extensive communication records, it is evident that the primary challenge arose from the confusion surrounding the various individuals involved. Typically, we collaborate with third-party repair facilities, such as ******** Automotive. In such cases, our communication is primarily with the repair facility, which then communicates with their customer. As previously mentioned, this particular situation did not exemplify our usual standard of communication, and we acknowledge this shortcoming. We have since taken steps to prevent such issues from arising in the future.
  
  Length of time required to repair vehicle:
  
  We understand that time is of utmost importance to our customers, and being without your vehicle presents various challenges. We take great care in processing vehicle repairs efficiently, as reflected in our impressive track record of fixing vehicles right the first time and within the expected timeframes, which is among the best in the industry.
  
  Regrettably,there are instances where the complexity of a failure poses significant challenges, both in terms of time and expertise required for repair. In such cases,like the one you experienced with ******** Automotive, where a third-party repair facility brings a vehicle to our dealership due to the issue surpassing their capabilities, it becomes evident that identifying the root cause of the problem can be exceptionally intricate.
  
  It's important to note that ******** had the opportunity to replace the computer,but they wisely refrained from doing so because they hadn't pinpointed the exact cause of the failure. The risk associated with replacing a computer without addressing the underlying issue is substantial, as it could potentially lead to damage, and electric components typically lack return options.
  
  I want to emphasize that this isn't a reflection on the integrity or expertise of Fullers team but rather serves to highlight the intricate nature of the problem with the 2019 Sentra.
  
  Furthermore,when our Countryside Nissan team commenced its diagnostic process, it became evident that this was a highly complex situation. Even with the involvement of several master technicians, who represent the pinnacle of expertise, we were unable to determine why the computer wasn't functioning correctly. It was at this juncture that we sought assistance from Nissan's technical teama group of Nissan's finest technical minds, with whom we collaborate through telephonic and virtual channels.
  
  This team provided us with valuable guidance, and after meticulously executing their recommended diagnostic procedures, we reported our findings. Despite investing significant time and effort into diagnostics, it became clear that our best course of action was to engage a Nissan field technical expert. Nissan promptly dispatched a technical field group to provide their expertise.
  
  After extensive collaboration with all the aforementioned experts, we eventually identified the root cause of the failure, which turned out to be related to the remote start system. While we never aspire to take this long to repair a vehicle, the involvement of highly skilled professionals such as *********************,our Countryside master technicians, Nissan's Technical Support team, and the Nissan field representative underscores the extraordinary complexity of this diagnosis. Important, it should be noted. We did isolate the problem and fix it.
  
  Warranty Coverage:
  
  In the complaint, several inquiries were made about whether the computer component would be covered under the factory warranty in the event of a failure. On every occasion, we clearly explained that if the computer itself experienced an operational failure directly linked to a component malfunction, it would indeed fall within the scope of our comprehensive 5-year, 60,000-mile warranty.Importantly, we never asserted that such coverage would be granted until a thorough diagnosis of the root cause of the failure was conducted.
  
  We also requested any supporting documents from the complainant, *****, to substantiate her claim of warranty coverage, but no such documentation was provided. The apparent disconnect arises from the fact that while the computer was inoperable, the underlying cause of its failure was determined to be related to the wiring and installation of an aftermarket remote starting system. Contrary to *****'s assertion, the remote start in question was not a Nissan-approved product; it was, in fact, a third-party aftermarket component with a suboptimal installation. Consequently, the warranty did not apply, as the computer's failure was attributed to damage caused by the aftermarket remote start rather than an inherent computer malfunction.
  
  Countryside Nissan serves as a liaison to facilitate warranty claims on behalf of our valued customers. However, this process necessitates the provision of essential documentation, data, and the failed components for a warranty claim to be eligible for coverage. Regrettably, we were unable to proceed with the claim in this instance because the failure was unequivocally linked to the aftermarket remote start and not an intrinsic computer malfunction.
  
  I was approached by one of the involved parties, an influencer whose identity I will withhold for now, who inquired about the possibility of expediting the claim's approval. I want to emphasize that our commitment to Nissan and our customers obliges us to uphold the highest ethical standards. Processing a fraudulent warranty claim constitutes a form of insurance fraud, and we steadfastly refrain from engaging in such practices. It is worth noting that Nissan's team was actively involved in the diagnostic process, and they concurred with the assessment that the remote start was the root cause of the failure. Thus, any attempt to circumvent the warranty claim process would be untenable, particularly when Nissan's own team has been engaged in the diagnostic and repair efforts.
  
  To clarify, had the computer genuinely experienced a standalone failure unrelated to external factors, we would have been more than willing to proceed with a warranty claim on *****'s behalf. Unfortunately, that wasnt the case with ****** vehicle.
  
  In conclusion, I genuinely understand and empathize with the frustration that ***** has experienced throughout this process. However, I'd like to clarify that my stance differs. It is my belief that Countryside Nissan has made every effort to be as helpful as possible, with one notable exception our communication could have been more effective, a point that was exacerbated by all parties involved to varying degrees. I sincerely wish that we could have collectively been better communicators in this situation.
  
  While I am careful not to insinuate any lapses in the performance of others, it does appear reasonable to question the necessity of the fuel pump replacement and the intelligent power distribution module replacement performed by ******* before bringing the vehicle to Countryside Nissan.  If the fuel pump had been diagnosed as a component failure by a Nissan dealer it would have been eligible under 5/60,000 factory emissions warranty.  I genuinely,hope that these parts were absolutely necessary for replacement unlike the computer these wouldn't have been damaged by the remote start.
  
  Additionally,it seems fair to posit that the responsibility for selling a vehicle with the remote start lies, at least in part, with the selling dealer. I am not suggesting the selling dealer did anything wrong as this was a used vehicle and used vehicles come to some degree as is however, it is worth a discussion with the selling dealer. 

  Customer Answer

  Date: 10/10/2023

  Complaint: ********
  
  I am rejecting this response because: Hello! I am attempting to reject complaint #******** but it will not let me proceed. I am attaching my claim for reference. I am rejecting Nissan Countryside's response. The time of me submitting this message is 7:17pm on 10/09/2023. The deadline to submit this is 10/11/2023 (one week from hearing back from them). Please assist me so I can get this submitted properly with pictures. Complaint: ******** I am rejecting this response because: Contention 1: Delivery of the vehicle by ******** Garage: this was after communication between Fullers Garage and countryside Nissan. At no point was was I informed that it was unclear who the owner was and, in fact, ******* Garage made it clear that this was a warranty case. Hence, the owner of the vehicle had to have been known. At no point was I or my stepfather told what was needed to be done to make the warranted vehicle functional, how much it would cost, and whether or not it was under warranty until AFTER the work was performed and part installed. Contention 2: Too many points of contact: Communication was mainly between Countryside Nissan and *************************, my stepfather, and ******* for the first 6-7 weeks. See list of documented phone calls below with dates. Very few if any calls were generated by the Countryside Nissan dealership to communicate with Fullers or myself owner of the vehicle). Contention 3: Duration of Repair. It is our contention that the dealership only involved corporate Nissan after a complaint was filed on behalf of the owner to Nissan corporate. At this point, the dealership became contentious and continues to be so. The owner has used a car leased by a second party to the sum of $600 over the two month periods during which the dealership had the car in their shop. Lastly, the dealership used coercion by threatening to charge a daily holding fee until we picked up the car. Again, they held the car for 2 months with the owner's expectation that the repairs were under warranty (why else would ********** there?) and then the dealership was in such a hurry to get the car off of their lot that they threatened to charge a daily holding fee to their "valued" customer. Then, most unusually, ********************** told the owner that only ******* could pick up the car legally (not true) and actually sent a driver to pick up the Fullers representative to pay for the vehicle's release thereby NOT ALLOWING THE ***** TO CONTEST THE CHARGES. This, alone, is reasonable grounds to file a grievance. Contention 4: Requesting that the dealership submit a fraudulent claim. This statement is false and represents the deflection strategy that the dealership has applied throughout ("It's Fullers", "it's the original dealership that sold the car", "it's the fault of the customer"). Contention 5: The fuel pump and intelligent power distribution module were not necessary. A Licensed mechanic in a reputable longstanding garage thought it reasonable to replace these parts. Only after failure to fix the problem did ******* Garage suggest it was a computer chip issue. At that point Fullers Garage ordered the part but did not install it per direction of Countryside Nissan because they claimed it would not be covered by warranty otherwise. Contention 6: Vehicle is not fully repaired and is dysfunctional: It took weeks to get a diagnosis from Countryside confirming ******** initial recommendation that the computer should be replaced. After the 2 month long diagnostic and repair, it was concluded that it was indeed a computer chip issue. Even after the repair, the car continues to display error signals including the engine light and the same flashing warnings that occurred during the original breakdown back in July. The engine lights, as well as the warning lights, were on immediately after picking up the car. This suggests that it had not been properly taken care of and their "expertise" had not repaired the root problem of the car. We are also contesting the validity of their claim that the root problem is the automatic start. Countryside Nissan stated that they could not prove with 100% certainty that the automatic start was the root cause, but they assured us with near certainty that if they had to blame it on something, it would be that. ******************** garage, the automatic start would have short-wired the computer chip right away after its installation. However, the car ran perfectly fine for over a year after the purchase from ***** Family dealership in ******, **. Thus, ******** believes that the root cause lies elsewhere and the 2 month long, $2,000+ diagnostic was, in fact, ineffective. With the car still being out of commission and still experiencing the same issues as before, we feel completely unsafe driving it; especially when we cannot be given a straight answer as to what is causing the issue. What we are hoping to recuperate: Cost of parts and labor under warranty. See Bill $4,449.80 Cost of leasing a car during the 6 weeks while the car in question was held at Countryside Nissan. See ******** ***** billing statement. $600.   
  
  Sincerely,
  
  *********************;     

  Customer Answer

  Date: 10/10/2023

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

  Hello!

  
  

  I am attempting to reject the response from Nissan Countryside in complaint #********. The online portal is not allowing me to click proceed after inputting my response and pictures. I am attaching my response and pictures below to confirm that I am offically rejecting their response. My REJECTION response is below with the pictures. My response is due Wednesday and I need it confirmed that this has been received. This email is being sent Monday 10/09/2023 at 7:24pm.

  
  

  Can you please assist me to confirm my rejection to Nissan Countrysides response? See below.

  
  

  Contention 1

  Delivery of vehicle by Fullers Garage: this was after communication between Fullers garage and Countryside Nissan. At no point was ********************* informed that it was unclear who the owner was and, in fact, ************** made it clear that this was a warranty case. Hence, the owner of the vehicle had to have been known.

  At no point were ***** or her father told what needed to be done to make the warrantied vehicle functional, how much it would cost, and whether or not it was under warranty until AFTER the work was performed and parts installed.

  Contention 2

  Communication was mainly between Countryside Nissan and *************************, owners father, and ******* for the first 6-7 weeks. See list of documented phone calls below with dates. Very few if any calls were generated by the Countryside Nissan dealership to communicate with Fullers or the owner of the vehicle.

  Contention 3

  Duration of repair. It is our contention that the dealership only involved corporate Nissan after a complaint was filed on behalf of the owner to Nissan corporate. At this point, the dealership became contentious and continues to be so.

  The owner has used a car leased by a second party to the sum of $600 over the two month period during which the dealership had the car in their shop.

  Lastly, the dealership used coercion by threatening to charge a daily holding fee until we picked up the car. Again, they held the car for 2 months with the owners expectation that the repairs were under warranty (why else would ********** there?) and then the dealership was in such a hurry to get the car off of their lot that they threatened to charge a daily holding fee to their valued customer. Then, most unusually, ********************** told the owner that only ******* could pick up the car legally (not true) and actually sent a driver to pick up the Fullers representative to pay for the vehicles release thereby NOT ALLOWING THE ***** TO CONTEST THE CHARGES. This, alone, is reasonable grounds to file a grievance.

  Contention 4

  Requesting that the dealership submit a fraudulent claim. This statement is false and represents the deflection strategy that the dealership has applied throughout (Its Fullers, its the original dealership that sold the car, its the fault of the customer).

  Contention 5

  The fuel pump and intelligent power distribution module were not necessary. A licensed mechanic in a reputable longstanding garage thought it reasonable to replace these parts. Only after failure to fix the problem did ******* Garage suggest it was a computer chip issue. At that point Fullers Garage ordered the part but did not install it per direction of Countryside Nissan because they claimed it would not be covered by warranty otherwise.

  Contention 6

  Vehicle not fully repaired/dysfunctional: It took weeks to get a diagnosis from Countryside confirming Fullers initial recommendation that the computer should be replaced. After the 2 month long diagnostic and repair, it was concluded that it was indeed a computer chip issue. 

  Even after the repair, the car continues to display error signals including the engine light and the same flashing warnings that occurred during the original breakdown back in July. The engine lights, as well as the warning lights, were on immediately after picking up the car. This suggests that it had not been properly taken care of and their expertise had not repaired the root problem of the car. 

  We are also contesting the validity of their claim that the root problem is the automatic start. Countryside Nissan stated that they could not prove with 100% certainty that the automatic start was the root cause, but they assured us with near certainty that if they had to blame it on something, it would be that. Per Fullers garage, the automatic start would have short-wired the computer chip right away after its install. However, the car ran perfectly fine for over a year after the purchase from ***** Family dealership in ****** **. Thus, ******* believes that the root cause lies elsewhere and the 2 month long, $2000+ diagnostic was, in fact, ineffective. 

  With the car still being out of commission and still experiencing the same issues as before, we feel completely unsafe driving it; especially when we cannot be given a straight answer as to what is causing the issue. 

  What we are hoping to recuperate:

  1. Cost of parts and labor under warranty. See bill.
     1. $4,449.80
  2. Cost of leasing a car during the 6 weeks while the car in question was held at Countryside Nissan. See ******** ***** billing statement.
     1. $600

  
  

  
  

  WARNING: YOU HAVE RECEIVED AN EMAIL THAT ORIGINATED FROM OUTSIDE THE ORGANIZATION. PLEASE VERIFY ALL MESSAGE CONTENT BEFORE CLICKING ON LINKS OR ATTACHMENTS.

  

  
  

  

  

  

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

  

  Business Response

  Date: 10/10/2023

  On Sunday, October 8th, I received a message from ***** (****** boyfriend's father) regarding the check engine light on the Sentra. Due to my limited cell phone coverage in a remote area, I promptly responded to ***** via text,assuring him of my availability on Monday morning to discuss potential solutions.
  
  During our Monday conversation, ***** clearly expressed his frustration and safety concerns regarding the illuminated check engine light.
  
  To address these concerns, I proposed arranging the pickup of the vehicle from its current location. Our dedicated team of technicians will conduct comprehensive diagnostics to identify the root cause of the check engine light issue. If no specific problem is detected, we will install a Nissan onboard diagnostics computer and have one of our master technicians drive the vehicle for 100 miles while closely monitoring it using the onboard diagnostics computer.
  
  Furthermore,I assured ***** that I would personally oversee all communication and decisions related to the vehicle while it's in our care. This commitment ensures clear and concise communication throughout the process, along with the dedication of all available resources to resolve the check engine light issue.
  
  ***** also inquired about the lemon law, and I recommended that he consult with an attorney specializing in lemon law within the ******************, especially considering the vehicle was purchased used and is located in *********.
  
  I regret to report that our conversation took an unprofessional turn, with ***** becoming rude, assertive, and lacking professionalism. He then suggested that we would hear from his attorney this week. It's worth noting that ******************* up on me during our conversation, which is indicative of his demeanor as a customer. In my 35 years of experience in the auto industry, I've dealt with a significant number of challenges related to vehicles, and I've only been hung up on twice, both times by *****. This clearly demonstrates the difficulty and lack of logical thinking we're experiencing when working with this individual.
  
  At this point, we have clearly stated our position in the previous response.Moving forward, we will no longer engage in any conversation without the involvement of the registered owner of the vehicle ***** and ****** father.  We welcome an open discussion based on relevant facts when she is ready however, absent such we will no longer continue any open discussion in person.  Absent such, I appreciate *****'s threats and believe that the way he is acted it would be in our best interest to let the legal system sort out responsibility.

   

  Best,

   

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

  Countryside Nissan

  Customer Answer

  Date: 10/17/2023

   
  Complaint: 20658968
  
  I am rejecting this response because:
  

  I am replying to the latest response from Countryside Nissan due to recent developments. After the last messages were exchanged and our car continued to show warning lights and be unsafe to drive, we took the car to *************** Nissan in *************, **. Within an hour and a half, we were given a diagnostic and answer about what was wrong with the car. *************** Nissan reported that it was an issue with the electrical harness and was not a result of the automatic start like Countryside Nissan had reported in their diagnosis.  
  My ***********************, has been communicating with ****************** at Countryside Nissan, and they have been discussing the next steps. As *************** Nissan has diagnosed the issue as the electrical harness, ****************** said he would like to take the car back to his shop, do an 100 mile diagnostic, and confirm that is in fact the issue. Assuming the diagnostic comes back as a wire harness issue, ****************** has assured us that he will help work with Nissan to reopen the extended powertrain warranty claim for the computer chip and seek NIssan help with the wire harness. 
  We still feel Countryside Nissan and Nissan corporate have some responsibility for the malfunctions occurring in the vehicle as they had declared it safe to drive when it was not. We are communicating with ****************** at Countryside Nissan but there are still a lot of unanswered questions.

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