Complaints

This profile includes complaints for Thomas Nissan of Joliet's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Thomas Nissan of Joliet

  1427 N Larkin Ave Joliet, IL 60435-3756

  
• 

  Thomas Nissan of Joliet

  1427 N Larkin Ave Joliet, IL 60435-3756

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:06/10/2025

  Type:Order 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.

  Some one use my identity fake name **** **** and purchase as this name Vin 3N1AB7AP3KY28156 Illegally buying this car Nissan Sentra white 2019!Please stop this sending me message change tire or replace tire I inform you This my id theft to use above name phone use last 4 number ****************************************** here ? But definitely this car my name Fraud and stop or repo or inform my number Thanks

  

  Business Response

  Date: 06/11/2025

  Javed,

  I would love to help but we have no record of your name or phone number doing any business with Thomas Nissan of Joliet. We are located in Joliet IL, not ********** but If you would like to call me at ************ ask for *******

• Initial Complaint

  Date:12/20/2024

  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.

  Sep, an inspection was done. I declined additional services. Dec 4 at 7 for a recall and addl services. A full diagnostic was done. Added addl services. During car pickup, I was told to go to the back lot to walk down along the wall to pick up my car and car was covered in frost and I had to heat it up before driving, took about 20 mins. Following Sunday my car battery was dead. I was told it was because of the freezing weather. It was 50F that day. The diagnostic showed that there was nothing wrong with my battery before the service. Car towed to shop and ****** said that the battery was dead and needed to be replaced. The technician tried to charge the battery by running it for hours. Their recommendation was that it be replaced. I accepted. A long wait for clerk. I waited a long time for them to say my car was good and my car was in the back. I looked at him and he said that he could bring the car to the front. I got in the car and saw that the gas tank was almost empty. I pulled down the street to take a picture of the dashboard where it can be seen that the gas tank meter did not register because the gas was so low and the airbag light. I called two days later to notify. They asked a few questions and then made the appt for Dec 16. They said that the light had nothing to do with the services that were done and it was an issue with the passenger side airbag. I asked why when the car was brought in multiple times the past 2 wks that it was not noticed. He said it was because they didn't do a diagnostic on the airbags. I asked why it was not noticed when the car was done. He said it could be the airbag system or a chip in the passenger seat. I asked if it was on when I left. He said it was not on when he gave me the car. I said I took a picture that showed the light being on when I left. He then says that they couldnt attend to it because they did not have enough time to deal with it. He asked if I wanted to proceed with the services.

  

  Business Response

  Date: 04/17/2025

  Please see attached response.

  Thank you,

   
  *** *****
  ************ wk
  General Mgr
  Thomas KIA/Thomas Nissan

• Initial Complaint

  Date:11/04/2024

  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 a vehicle from Thomas Nissan in May 2024. I noticed that there were no warranty information in my records. I have called Thomas Nissan repeatedly regarding this. I have not been accommodated regarding this situation. I am just asking for my vehicle warranty information on paper so I can have for my records.

  

  Business Response

  Date: 04/17/2025

  Please see attached response.
  
  Thank you,
  
  *** *****
  ************ wk
  General Mgr
  Thomas KIA/Thomas Nissan     

• Initial Complaint

  Date:09/04/2024

  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 went to Nissan dealership to buy car on aug 1 they rush me into buying the car didnt let me test drive it but assured everything was okay with car when I get home I see the breaks and rotors are bad tires are bad windshield wipers are bad and I didnt buy a regular car I bought a power sports car 2021 dodge charger sketpack i tried to call *** at dealership the week after left a voicemail to try work something out with them still havent received call back a month later

  

  Business Response

  Date: 04/17/2025

  Please see attached response.
  
  Thank you,
  
  *** *****
  ************ wk
  General Mgr
  Thomas KIA/Thomas Nissan     

• Initial Complaint

  Date:10/18/2023

  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.

  I have had a car for Service with this business I purchased my Car from. In almost 14 days I have not received a call back when told I would, I have not had any satisfactory correspondence about the status, location, and condition of my vehicle. Each time I have called I have not been able to get a hold of anyone who seems to have any information on my car. I am extremely confused and dissatisfied with the communication process, lack of insight, and complete negligence to honor any commitment to call and reach out about the situation of my car. I quite frankly do not know if my car is even there, considering i was told it was transferred, and when i reached out for confirmation no one has been able to effectively tell me what is going on. I need someone to call me, and communicate what is happening with my car.

  

  Business Response

  Date: 04/17/2025

  Please see attached response.
  
  Thank you,
  
  *** *****
  ************ wk
  General Mgr
  Thomas KIA/Thomas Nissan   

• Initial Complaint

  Date:08/01/2023

  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.

  Purchased new 2023 Nissan Kicks SV 2/21/2023. I verbally declined 3 extended warranty contracts. Finance Manager pointed to each one stating sign here. Protective *************** Contract $3,643, Guaranteed Asset Protection (GAP) $1,000 and ************************** Warranty Contract $1,898. May 15, I received requested cancellation form from Protective to cancel $3,643 and $1,000 contracts. I was concerned finance manager would not approve cancellation of warranties. Protective stated their company shared system with dealership. May 15, I went to dealership to request cancellation of three warranties. *********************, Finance Manager refused to cancel 3rd warranty $1,898. Email from Protective stated two contracts have been cancelled. Estimated refund $3,491.00 and $912.00. The selling dealer will issue the refund within 8 weeks from today's date, May 17, 2023. Refund $3,491 processed June 9, 2023. As of July 31, 2023, $912, have not been refunded to lienholder. ************************** Warranty Contract product was never applied to my vehicle. While signing the contract finance manager stated Nissan paint chips, you need the product. He is aware product was never applied. No one mentioned scheduling an appointment for product application to my vehicle. Entire process took place on 2/21/2023. I asked what date and what product. He searched his computer and could not provide proof. Then he stated product is applied to all vehicles after arriving to dealership parking lot, which isn't true. I informed finance manager I reviewed the Retail Installment Contract and noticed he applied the ************************** Warranty Contract $1,898 to the sale price, increasing the cost by almost $2,000. DISPUTE: I request Thomas Nissan Joliet refund $912 to lienholder NMAC Finance immediately, as the deadline was July 17, 2023. DISPUTE: Remove $1,898 from Retail Installment Contract Itemization of The Amount Financed (line 1) and apply refund $1,898 to lienholder NMAC Finance.

  

  Business Response

  Date: 04/17/2025

  Please see attached response.
  
  Thank you,
  
  *** *****
  ************ wk
  General Mgr
  Thomas KIA/Thomas Nissan    

  Customer Answer

  Date: 04/17/2025

   
  Complaint: 20404163
  
  I am rejecting this response because:
  
  Sincerely,
  
  ****** ********

  

  Business Response

  Date: 04/17/2025

  Hi, I'm trying to help but can not refund a product that is and was non-cancelable from purchase. We did offer 2 lube oil and filter changes at no cost that you turned down. To try one more time I would do 3 oil changes, 2 tire rotations and cabin filters if this would help. I'd like you to feel a little satisfied and come into service to see we are a nice group of people. The management team from 2 years ago are no longer with us so maybe we can start fresh. Again I'm sorry and we are trying to help.

   

  Thank you ***

• Initial Complaint

  Date:07/27/2023

  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.

  I, ***********************, bought a new vehicle from Thomas Nissan, in Joliet, ********************************************************, in December 2019. I just learned that the new car that I bought was not new but they used it as a demonstrator! They did not disclose this information to me during the signing of my purchase. Had I would have known I would have gotten an extended warranty, and should not have been charged so much in taxes for a used vehicle. I begin having problems with the air in tires often. My dash lights would go out, gps would stop working radio out and I took to Nissan for all oil changes and tire rotations and any other problems. I was never told that I needed rear brakes. I started hearing noises under the hood and took the car in to a nearby service stations, back breaks were corroded. Had them replaced for ****** on 4-15-23 at only ***** miles on vehicle. I was told that all 4 tires will need to be replaced soon. Front brakes soon need work. Total additional ****** +****** for new tires. On 6-2-23 my car stalled and my air condition went out and my engine overheated cost ******* I contacted Nissan, and they refused to speak with me. I called Nissan of America and they paid for 90% of parts for 595. I am looking for a new replacement car vehicle of 2023 or $50,000 for selling me a used defected vehicle instead of a new 2019 that I paid for. I speak with ***** in service ***** in April 2023 after I paid for corroded breaks, she told me that the tires and breaks were checked 2 days before the car was sold to me and that the car needed air in all tires and the breaks was at 7 liters instead 8 and that this car was sitting in water and snow. This car was defected and sold as new, when it was used as a demonstrator and mileage was at 30 this info was not disclosed to me or my sister at my signing the purchase order.

  

  Business Response

  Date: 07/29/2023

  You purchased a vehicle 4 years ago and now want $50,000 or a new vehicle? You did sign your name 17 different times for the exact car you purchased and can still purchase an extended warranty if you like. I would be happy to give you top dollar on a trade in if you want to come pick out any brand new Nissan. Could you stop in this week and speak directly to Jan or ***? Thank you :)

  Customer Answer

  Date: 08/02/2023

   
  Complaint: 20387896
  
  I am rejecting this response because: I just pick up a copy of my purchase order and it states that this car was not new. This car was used as a new/demonstrator and this information was not disclosed to me. I have been having problems with this car since the beginning and now I am paying over ******* for repair and ****** for brakes job because this car was defected when they sold it to me. As per ****** one of their employees, said this car tires and brakes was not up to part two before they sold it to me and I have had the car for 3 years and under ****** miles and having these kinds of problems, not to mention all 4 tires is at 50% . My air condition went out and that affected my engine and it heated and stalled. I have many medical conditions and need my car. I do not feel safe. I can not get a new car at the same price today and I did in Dec. 2019. I want a new car, or the value of a new Nissan Rogue. usable to send files
  
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 04/17/2025

  Please see attached response.

  Thank you,
   
  *** *****
  ************ wk
  General Mgr
  Thomas KIA/Thomas Nissan

• Initial Complaint

  Date:07/19/2023

  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.

  My daughter made an appointment online to bring her 2018 ****** in for an oil change and to have a sound checked out on 5/19/23. Myself and 4 other family members drove this car and confirmed a loud roaring noise detected on acceleration. I told her it did not seem safe to be driving especially since she works in ************** and is on I55 everyday. They told her they could only do the oil change and didnt have time to check the sound because they were closing soon. She made another appointment to bring it in. This time they told her that they couldnt duplicate the sound and that the sound may be annoying but its nothing serious. When she told me this happened I was very concerned with her safety driving that car and tried to contact her service advisor to find out what happened. It took an entire day to finally reach him. He dodged my calls saying he would call back shortly but never did. At 5 pm he still wouldn't take my call until I demanded he speak with me. He got on the phone and acted like he didnt know who I was. All he could say was that they couldnt duplicate the sound and that she could bring the car back AGAIN to have them check it. When I told him it would be impossible not to hear that noise he lied and said he drove the car himself and didn't hear it. So then I asked for a service order of the car saying that they couldnt duplicate the sound and that the sound may be annoying but it is nothing serious and of course he couldnt provide that paperwork because no paperwork was done on the service. We took the car to another local Nissan and they confirmed that the sound was very apparent and that it was the front hub bearings that were failing, if ignored can have catastrophic results. They fixed the problem since the car is under warranty. I sent an email detailing everything that happened to *****************, GM. He did respond by saying, his words, "we get paid to fix cars so if they can find an issue it would sure seem like they would want to fix it?" and said he was sending this up the ladder to another person.

  

  Business Response

  Date: 07/21/2023

  Hi,

  I told you I'm sorry we couldn't find the issue. You did not bring the car in and were not at the dealership, it is your daughters car and I think it was a boyfriend that came to the dealership. I'm happy they got whatever it was fixed and back on the road. The dealership does get paid to fix vehicles under warranty, the tech did not hear the noise at that time and the person who was here with the vehicle (it was not you) I believe couldn't wait any longer.  I offered to look at the vehicle again at no charge but you refused. We run a very good Nissan dealership and try to help all our customers the best we can sometimes we can't hear what you hear at that moment in time but again I offered to look at the vehicle at no charge to you or the owner of the car. At this point if you didn't get the vehicle fixed I will be more than happy to look at it. Thank you

  Customer Answer

  Date: 07/21/2023

   
  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. They were negligent and skirted the issue instead of taking accountability. They made us feel like we were in the wrong.   I don't know how they call this good business.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:07/14/2023

  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.

  I purchased a vehicle cash in 2019. I never received the title for the vehicle. The vehicle died about ten months later and has been in storage. I want to sell the vehicle but dont have the title. I submitted a request for the title from Illinois. The state is showing there is a lien on the vehicle. I went to the dealership and got the run around and told to come back on a Monday. When I went to the dealership the cashier said I needed to call corporate to get the lien issue resolved. I explained I shouldnt have to call anyone because its a clerical error made by their dealership. I called their corporate office and was told they dont take complaints on liens. I said ** not making a complaint about a lien Im making a complaint because there is a lien. I left the paperwork from Illinois with the dealership and havent heard back. I cant sell the vehicle without the title and i cant take it in for an admissions test for the plate sticker because its inoperable.

  

  Business Response

  Date: 07/15/2023

  It looks like you paid $2,500 for a **** truck 4 years ago. The title work was processed with the state with no lien on the vehicle from a lender or **. The state may have put a lien on it for taxes or child support type items? You can apply for a duplicate title with the state and if there is not a lien they will provide you with another title. Thomas Nissan has no authority to obtain another title especially due to 4 years passing. If you need help with duplicate paperwork please let us know.

• Initial Complaint

  Date:06/12/2023

  Type:Order 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 vehicle from Thomas Nissan in Joliet in 2019. At the time of purchase I was told I would have a free oil change available for me to use in the system. When attempting to redeem, I was told they didn't keep records on site and couldn't pull up my information. I am merely seeking what I was told would be available to me, instead I now have an unexpected charge.

  

  Business Response

  Date: 04/17/2025

  Please see attached response.
  
  Thank you,
   
  *** *****
  ************ wk
  General Mgr
  Thomas KIA/Thomas Nissan