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:01/13/2025

  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.

  Brought car into Giles Nissan of Opelousas on September 9 for a clogged sunroof drain, picked up car on the 18th,(they filed on insurance)started raining in my car on the 24th. Brought car back on October 8, picked up on October 25 (repairs filed on insurance)tried washing car on the 27th, water getting in car again. Brought the car to Giles Nissan of Lafayette on October 28-December 6, tried washing car on December 17, water still getting in. Brought the car back to Lafayette on December 19 where it still sits. I have a video from the dealership where someone says it’s a manufacturer defect, but they are still trying to fix the issue, they have said it was something different at least 3 times. My insurance wanted to claim the car a total loss, but after speaking to the service manager that offer has been removed from the table. My car has had water in at least 10 times, it’s been taken apart and put back together multiple times, has had mold present even after they sprayed a mold killing solution, electrical system and curtain airbag system has had water in it, rust present under the seats, they are saying that was caused from humidity, I can only imagine what it looks like under the carpet. Every time I pick up the car it’s missing some sort of trim pieces. I’m not able to upload the videos I have taken, plus the one from the dealership.

  Business Response

  Date: 01/15/2025

  Dear
  Mrs. ******,
  
  Thank you for your continued patience as we work diligently to resolve the
  water leak issue in your vehicle. We understand how frustrating this situation
  has been and sincerely apologize for the inconvenience.
  
  During our recent inspections, we found that the water intrusion is still
  originating from the driver rear drain hose junction in the sunroof frame
  assembly. While a defective component has been identified, we also observed
  that the aftermarket Thule crossbars, which require removing the roof rail
  access panel during installation, may have contributed to the issue by
  affecting the sealing in that area.
  
  Additionally, we determined that the rear sunroof glass gasket was not sealing
  100%. To address this, we replaced the rear sunroof glass to eliminate this as
  a potential source of water intrusion.
  
  To resolve the issue comprehensively, we will:
  
  Work with Nissan's Parts Help Center to address defects in the sunroof frame
  assembly under warranty.
  
  Carefully inspect and reseal the roof rail access panels to ensure
  compatibility with the aftermarket crossbars.
  
  Test the vehicle extensively to confirm all potential sources of water
  intrusion have been resolved.
  
  
  We will continue to provide a rental vehicle at no charge during these repairs
  and will ensure the vehicle is returned to you in pristine condition. Your
  trust and satisfaction are our top priorities, and we are committed to
  resolving this issue fully.
  
  If you have any questions or further concerns, please don’t hesitate to contact
  me directly at **********
  
  Thank you again for your understanding and patience.
  
  Sincerely,
  

  Ryan

  Customer Answer

  Date: 01/16/2025

  
  
  Complaint: 22804608
  
  
  
  I am rejecting this response because:as well know the his has been going on since September 9, when I brought my car in for a clogged sunroof drain. When I got my car back after 10 days, it’s missing trim pieces and looks like a water feature had been installed. Returned the car to Opelousas for another 18 days, after getting it back it’s missing trim pieces and leaking worse than before. Brought the car to Lafayette on Oct. 28 where it spent 40 days because of defective parts/ warranty issue, during this stay I received a text stating my car was passed through your car wash. No one called to get the key to remove the aftermarket Thule crossbars. I got my car back on December 6, it’s missing trim pieces and still leaking. Brought the car back to Lafayette on December 19 (where it still sits) still saying it’s a parts/ warranty issue but also saying it’s the rear glass on the sunroof and now the aftermarket Thule crossbars, which wasn’t removed during the car wash at Giles Nissan. do you think that may be the reason for the new leak in the roof  rail access panel?

  Now the interior of my car is completely stripped down and I’m supposed to trust that all parts will be properly installed when I’ve been missing trim pieces that are visible? I’m supposed to trust when I was told my car had been cleaned with a mold killing solution and yet it still had mold after it got wet.

  I’ve been saying from the beginning that the issues with my car are being caused in your service departments. 
  
  
  Sincerely,
  
  
  
  Melissa ******

• Initial Complaint

  Date:12/12/2024

  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 bought a 23 Nissan Frontier. Overpaid for it. Bought the extended warranty and tires for life package. All the bells and whistles. At 5k miles I bought the vehicle in and it's been bought in at least 8 times since. The driver door and occasionally the others automatically locks on its own with the key fob in the car or in my pocket while the vehicle is running. The electronic screen freezes up. Because it is a new problem they refuse to do anything about it. I have text messages showing they were able to duplicate the problem but refuse to fix the problem. It officially qualifies as a lemon now.

  Business Response

  Date: 12/19/2024

  David,
  
  Thank
  you for taking the time to share your concerns about your 2023 Nissan Frontier.
  We understand how frustrating it can be to experience issues with your vehicle,
  especially after investing in extended warranty coverage.
  
  After
  reviewing your case, including consulting with our Service Manager and DTSM
  (Nissan Technical Specialist), we thoroughly investigated the issues you’ve
  reported. Regarding the door locks, we found that the vehicle may lock itself
  after being left running for an extended period due to an automatic re-locking
  feature built into the system. We also confirmed that the door lock actuator in
  your vehicle is the latest version available.
  
  Additionally,
  regarding the electronic screen freezing, our team has verified that the radio
  software is fully up to date, and no additional issues were identified during
  our inspection.
  
  We
  want to emphasize that there was no refusal to repair your vehicle; rather, no
  identifiable defect has been found that can be addressed within the
  manufacturer’s guidelines. Please rest assured that we have taken your concerns
  seriously and are here to assist you in any way we can moving forward.
  
  Regarding
  your reference to the "tires for life" package, we’d like to clarify
  that this is a complimentary benefit offered to our customers at no additional
  cost. We are pleased to provide this as a value-added service to ensure our
  customers' satisfaction.
  
  We
  value your feedback and welcome the opportunity to work with you further to
  resolve any outstanding concerns. Please don’t hesitate to reach out if you’d
  like to discuss this in more detail.

  Customer Answer

  Date: 12/25/2024

  
  
  Complaint: 22676672
  
  
  
  I am rejecting this response because:

  They knowingly refuse to remedy the situation and dragging their time. More people have complained about the issue. Furthermore, I have the texts where they have duplicated the response. But instead say there's nothing we can do. Secondly, they know the door isn't doing it while it is constantly running either. It's doing in both cases, just turned on and running. 
  
  
  
  Sincerely,
  
  
  
  David **********

• Initial Complaint

  Date:10/14/2024

  Type:Customer Service 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 vehicle in 2023. it came with tires for life program and powertrain. i brought my vehicle aprox every 5000 miles like im supposed to. had it serviced there and only there. pulled my carfax and it shows i brought it there like supposed to. paid a lot of money there. now my tires need to be replaced and they are refusing to do it and saying something wasn't done when it was supposed to be. how am i at fault when i brought my vehicle there everytime and told them what needed to be done and also stated that it was for the tires for life program. they assured me everytime that everything was taken care of. how is it my fault that they didn't log something down when i went and now im getting screwed over and so much money wasted. for what? for them to not want to honor their word. they keep giving me the run around and not helping me at all. i shouldnt be penalized for something that i have no control over-i can't do their job for them. i can't make them log something down i dont work there. so now theyre crooks. i want them to honor their word and change my tires like theyre supposed to do. thats the reason i purchased a brand new vehicle from them. i could have went elsewhere.

  Business Response

  Date: 10/22/2024

  Thank you for
  contacting us regarding your recent concerns. I apologize for any
  miscommunication regarding your Tires for Life warranty.
  After reviewing
  your file, we agree that we should have informed you about the need for a tire
  rotation and balance at the appropriate mileage intervals. We did not do so,
  and therefore, you should not be penalized for this oversight. We will honor
  the Tires for Life warranty for you.
  I understand that
  Harris, our service manager, has already been in contact with you and we are
  actively working to resolve this. We appreciate your patience and thank you for
  giving us the opportunity to correct this matter. We value your business and understanding. 

  Customer Answer

  Date: 10/28/2024

  
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 22420558, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  Miranda ********