Complaints

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

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  DeFOUW Nissan of Lafayette

  1 N Creasy Lane Lafayette, IN 47905-4410

• 

  DeFOUW Nissan of Lafayette

  P.O. Box 4668 Lafayette, IN 47902

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:12/05/2023

  Type:Sales and Advertising Issues
  Status:

  UnresolvedMore 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.

  Date of purchase 11/8/23 Sent a list of complaints to 3 sales managers 11/18/23. *****************, Smile ***** and ***********************. 11/18/-11/20/ received confirmations that Defouw was looking into the complaints.As of 12/5/23 I have not received any follow-up communications from Defouw, in spite of my attempts to request a status update.Problem description:My wife and I recently purchased a used 2023 Nissan Rogue from Defouw Nissan of Lafayette. We were asked to notify Defouw before we answered any third party (ex. Carfax) questions if we had any negative issues with Defouw. I provided our concerns in writing. A different sales manager then contacted me and stated that he would follow-up with appropriate managers. I said fine and thanked him for his involvement. Since then, no one from Defouw has contacted me or answered my requests for a status update. Since Defouw has not provided an update, I am now sharing my concerns with appropriate third parties.1. When we were nearing a go/no go decision with a. sales manager, a different manager interrupted and changed the terms. The new terms were confusing and unsatisfactory. We should have declined the deal, but we took it. We felt like we were hustled.2. Defouw charges 3% for credit card usage. We discussed the charge and were told by 2 employees that the credit card company was charging us. Actually, Defouw was imposing the charge. Misrepresentation.3. We were assured that the vehicle had been serviced recently. About a week after purchase, we were notified that it was overdue for a tire rotation.4. Before we chose a car, Defouw managers were calling us repeatedly, even on a Sunday and after 9:00 PM. A few days after we bought a car, we got a call saying Defouw had a perfect car for us. Poor internal communication.I would appreciate the status update that I was supposed to get.

  Business Response

  Date: 12/11/2023

  At DeFOUW Nissan of Lafayette we strive to provide a great customer experience. We understand that we fall short at times and always try to remedy any issues. Once receiving this complaint, our Vice President of Sales called the customer two times and sent an email to see if we could help rectify the customers concern/ issues. We did offer a free oil change and tire rotation as a good will gesture, to the customers inconvenience, via voicemail. The customer never called us back or emailed us back as of 3:30pm on 12/11/2023.
  
  Since we were not able to talk with the customer to clarify his three concerns, we will answer them to the best of our knowledge.
  
  1) Original payments were quoted, with approved credit, at ****% for 72 months.  This was a mistake made by sales managers as the unit qualified for a special rate of ****% because it was certified pre owned. Since our VP of Sales was at the dealership, we caught the mistake while the customer was working with our sales consultant and sales managers. The only difference was the term went from 72 months to 60 months, but the rate dropped from **** to ****%. Thus, us a much better rate. One of our sales managers also called the customer back prior to this complaint, based on a concern, on 11/20, which the customer never called our sales manager back . 

   

  2) The language we had posted around the dealership addressing the 3% processing fee was complaint and provide by our State Associations approved credit card processing vendor. The credit card processing fee charged, is not greater than our cost of acceptance. We have trained our sales team to reference the posting with this verbiage.

  
  3)When the vehicle was serviced prior to it be putting on the lot for sale, it received an oil change and an engine air filter. These were the only manufacture recommend services at the time of service. The tire rotation would happen the next service interval, approximate,10,000 miles. 

  Customer Answer

  Date: 01/02/2024

  I sent text messages to ********************* on Dec. 5, 7, 9 and never got a response.  See below

  Hi, **** -
  I read your text and assume that you were contacted by the BBB.  Its unfortunate that I felt the need to involve a third party.  However, no one from Defouw had contacted me for more than 2 weeks, even though they were aware of the issues.
  That said, I do want to hear Defouws version of what happened and why.  I cannot drive to Lafayette tomorrow and I dont want a phone call.  I could get together after tomorrow when it is good for you.  Please check your schedule and lets find a time that works for both of us.
  Thank you for your involvement.  ***

  Customer Answer

  Date: 01/03/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  [Provide details of why you are not satisfied with this resolution.]

  I sent text messages to ********************* on Dec. 5, 7, 9 and never got a response.  See below

  Hi, **** -
  I read your text and assume that you were contacted by the BBB.  Its unfortunate that I felt the need to involve a third party.  However, no one from Defouw had contacted me for more than 2 weeks, even though they were aware of the issues.
  That said, I do want to hear Defouws version of what happened and why.  I cannot drive to Lafayette tomorrow and I dont want a phone call.  I could get together after tomorrow when it is good for you.  Please check your schedule and lets find a time that works for both of us.
  Thank you for your involvement.  ***

  
  
  Regards,
  
  *****************************

  
  

• Initial Complaint

  Date:09/14/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 2017 Nissan Juke from DeFouw ****** on July 25, 2023, we took the car in Wednesday, September 4th, 2023, and explained the issues wrong with the car the service manager ***** called my husband and an hour later explained the transmission in the car was going out Defouw then sold us a warranty to cover the cost of the transmission when it went out the issue with the warranty is they sold us the wrong warranty Defouw sold us a 60-day warranty instead of 90-day warranty he ***** in service told my husband and myself in the room with ****** the Manager for the location we had months to before the transmission went out it was in the beginning stages this when we asked ***** if he was sure? ***** stated yes he has worked on cars for years my husband also asked if she drives back and fourth between ******** for school and she also works in *********************** stated this would not be an issue as long as the driving was not 8 hours or more the car did not last 60 days the transmission went out September 11th, 2023