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:11/12/2024

  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.

  My daughter purchased a used (1 year old truck) from Antwerpen at the end of July. She was charged a fee for preparing the vehicle for sale and asking any necessary repairs BEFORE selling it. The truck was not cleaned (smelled of smoke) and we noticed that the clear plastic part which covers the speedometer and gauges had spots/scratches. We thought it might be condensation so when we came home my husband tried to clean it and he noticed these marks were underneath the plastic. We contacted the dealership and voiced our concern that my daughter was charged for services not rendered. An appointment was made a few weeks later to remove the smoke and we THOUGHT to repair the dash. When we arrived to our scheduled appointment, the mechanic didnt know anything about it. This was after speaking to the general manager who assured me hed speak to his maintenance manager about the vehicle. We were told the part was on back order. I have tried to get an answer of when the truck would be fixed for 3 months and now Im not getting a response. It is under warranty (a full warranty). This is unacceptable. My daughter is active duty in the *********** and she may be relocated in the near future so I need this resolved quickly.

  Business Response

  Date: 11/19/2024

  The part is on back order. We are hoping that the manufacturer will provide an *** on the part this week.

  Business Response

  Date: 11/19/2024

  The part has arrived (with not ETA ever given). The service manager will attempt to call the customer.

• Initial Complaint

  Date:07/11/2024

  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 really dont remember but I received a letter stating I own for balance check charge that took place in11/16/2018 for ****** for Antwerpen Smash shop yet I do remember being in car acanthus this company didnt fix my car and I had to treport them to Nissan and I had to take it to another dealer yet I it paid I phone my bank submitted me check

  Business Response

  Date: 08/30/2024

  Our accounting department has reached out to the customer, but has not been able to finish the conversation regarding this issue. We were attempting to obtain the communication that the customer referenced requesting the amount in question, but have not been able to do so. The customer does not have an outstanding balance with Antwerpen Nissan-Clarksville.

  Business Response

  Date: 08/30/2024

  Our accounting department has reached out to the customer, but has not been able to finish the conversation regarding this issue. We were attempting to obtain the communication that the customer referenced requesting the amount in question, but have not been able to do so. The customer does not have an outstanding balance with Antwerpen Nissan-Clarksville.

• Initial Complaint

  Date:07/11/2024

  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 am very disgusted with the people who are involved in trying to help me with purchasing a Nissan Kicks for my daughter. I spoke with ***** regarding the financing. The documents that my wife brought home for me to sign last night were laughable! 75 months with a 7.5% APR? Even though I have a 830 credit score? This is unacceptable! For beginners, ****** ****** is the one who reached out to me over the past weekend and who I tried to contact on Monday. The number on her email is the number to the Clarksville dealership. *** is the salesperson who I ended up talking to. The appointment was set for yesterday to test drive the vehicle. My wife, along with our son and daughter, went to the dealership while I was at work. ***** was supposed to run the numbers after doing a hard pull on my credit report and get back to me with options. Never happened! This is going to be my 8th Nissan purchase and if they dont get the APR down to at least 4%APR I will go elsewhere! Better yet ***** take another $2000 off the final purchase price and I will pay cash and be done with you guys all together! Very disrespectful to offer me a contract like that! Uncouth to the point that Im sorry we even made the decision as a family! Can someone please help?

  Business Response

  Date: 08/30/2024

  The General Manager of Antwerpen Nissan of Clarksville spoke with the customer. They verbally confirmed an acceptable resolution to the complaint.

  Business Response

  Date: 08/30/2024

  The General Manager of Antwerpen Nissan of Clarksville spoke with the customer. They verbally confirmed an acceptable resolution to the complaint.

• Initial Complaint

  Date:03/12/2024

  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 purchase a 2020 Nissan Sentra from Nissan Antwerpen in January 2021. The car was brand new. In 2022 the car was damaged after I drove over a pot hole. Knocking noises were reported while the vehicle was still under warranty per the attached screenshot. I filed a claim with my insurance. I was told that all repairs were complete and that the vehicle was safe to drive. I still heard a knocking noise in my vehicle when turning. During a routine maintenance appointment I mentioned the noise. I was told everything was fine and the power steering was again checked. I was told if I wanted the issue to be further explored it would be at my expense. Still heard the noise mentioned it an additional time when the noise became more frequent. Service Manager **** ****** drove the car and heard the noise and acknowledged my concern. I was told that a few screws needed to be replaced then I was told that front axels need replaced. No one ever explained to me in what manner the axel damaged occurred. Was it through normal wear in tear, did it happen during the pot hole incident. Was it completely broken? No explanation. Even though car is only few years old.Recently my car was towed and damaged. Damaged to the point that the undercarriage cover was destroyed and that there is yellow paint and scraps on the underlining of my car. When I drive the car there is a sliding sensation that wasn't there before. I have asked for Nissan to complete a thorough examination of the car so that I know my car is safe to drive and have been told that they have done everything that can be done. My family and I have purchased 12 vehicles from this location and this is how you treat your customers? I drive my car daily and feel the sensation they drive it one time and say they don't feel the sensation. I don't think thats best practice and I don't think the damage to my axels is normal wear and tear. Axels typically last ******* this situation happened round ****** miles ago.

  Business Response

  Date: 04/17/2024

  On June 3, 2022, customer brought her vehicle in at ****** miles for the insurance repairs relating to hitting the pothole. Vehicle at this time is out of Nissan's Basic Warranty. Based on the information the insurance company deemed related to the incident, we replaced the steering rack and performed a 4 wheel alignment. 
  
  On May 27, 2023, customer brought her vehicle in at ****** miles for routine maintenance and mentioned the knocking noise (first mention of knocking noise) when wheel is fully turned. Vehicle at this time is out of Nissan's Basic and Powertrain warranties. Since vehicle was out of warranty, we advised customer that a diagnostic fee would be required to diagnose her knocking noise concern. Customer declined this knocking noise diagnostic fee. During the routine maintenance, we visually inspected the steering rack and did not find any issues visually (leaks, damage, ect). 
  
  On December 7, 2023, customer brought her vehicle in at ****** miles. Vehicle came in for 2 recalls and customer also mentioned a clicking noise (first mention of clicking noise), as well as her steering feels loose. Clicking noise we found to be coming from the axles. Since Nissan ******'s have a history of issues with axle nuts, we recommended to grease the axle and hub while also replacing the axle nuts to start (we advised the customer that axles may still need to be replaced when estimate was sent) and customer approved. After performing this repair, noise was still present so we recommended replacing the front axles - customer declined replacement. We also looked into the steering concern and found left rear tire was coming apart and unsafe, other tires were also worn unevenly (lots of items in the trunk causing extra weight could have caused the tires to wear prematurely). We recommended to replace all 4 tires and perform alignment - customer declined replacement.
  
  On February 9, 2024, customer brought her vehicle in at ****** miles. Vehicle came in for another insurance claim regarding possible improper tow. Insurance adjuster came out to dealership to inspect vehicle. Insurance adjuster inspected vehicle with technician and Service Manager. Only damage found visibly was to the front engine splash shield and some yellow paint scrapes under the vehicle. Adjuster noted a clicking noise when the vehicle was turning into the bay and we advised the adjuster that there was a pre-existing condition for the axles, but would recheck to confirm. Adjuster wrote an estimate for replacing the front splash shield only (a total that came out under customer's deductible). Technician road tested vehicle and verified clicking noise still coming from axles, no other noises/drivability concerns were felt - this information was sent to the adjuster. Insurance adjuster advised no further repairs would be needed at this time and would close the claim. We performed splash shield replacement per insurance estimate. Customer was working with an advisor that is no longer with our company, so when Service Manager contacted customer, customer mentioned the "sliding sensation". Technician drove vehicle again and did not feel anything abnormal. Customer picked up vehicle.
  
  With regards to the diagnostic fee for the steering issue: Nissan's warranty on parts and labor is 12 months/12,000 miles - customer traveled ****** miles before concern was first brought to our attention - and vehicle was also out of Nissan Powertrain warranty at that time - which justifies the charge for a diagnostic fee.
  
  With regards to the axle concern: Customer traveled an additional ****** miles before mentioning a noise concern again after declining the knocking noise diagnostic. Prior to performing the repairs with axle nuts, customer was advised that the axles may also be needed but we were recommending a repair that, in our experience, has fixed this issue prior. Clicking noise was still present so axles were still needed. Without the axle leaking, there is no way for us to tell what actually failed in the axle assembly without disassembling the axle assembly. We verified the noise using chassis ears so the clicking noise is coming from an internal failure in the axle. If the axle was "completely broken", the car would not be drivable - and there is also no way to determine if it is just wear and tear or related to the pot hole incident. Considering that ****** miles have passed between the pothole incident and our diagnostic of the clicking noise, it would be difficult to say this is related to the pothole incident.
  
  With regards to us not treating a loyal customer with best practices: As documented in this statement, we have exhibited the best practices that we use to treat all of our customers. We have been thorough in our inspections, provided recommendations for needed repairs and the customer has neglected to have those items performed (and proceeded to accumulate almost ****** miles without further addressing those concerns). Insurance adjusters are also only going to authorize repairs that we can prove are a failure and/or are related to the claim. If we can't duplicate a concern or feel the "sensation" you are feeling, we aren't going to recommend a repair, at the customer expense, that we aren't sure will fix the concern - and the insurance adjuster also will not approve additional repairs without proof of failure. We appreciate the loyalty the customer has shown to the dealership, but we have also operated within our best practices to best assist the customer during these events.

  Business Response

  Date: 04/18/2024

  On June 3, 2022, customer brought her vehicle in at ****** miles for the insurance repairs relating to hitting the pothole. Vehicle at this time is out of Nissan's Basic Warranty. Based on the information the insurance company deemed related to the incident, we replaced the steering rack and performed a 4 wheel alignment. 
  
  On May 27, 2023, customer brought her vehicle in at ****** miles for routine maintenance and mentioned the knocking noise (first mention of knocking noise) when wheel is fully turned. Vehicle at this time is out of Nissan's Basic and Powertrain warranties. Since vehicle was out of warranty, we advised customer that a diagnostic fee would be required to diagnose her knocking noise concern. Customer declined this knocking noise diagnostic fee. During the routine maintenance, we visually inspected the steering rack and did not find any issues visually (leaks, damage, ect). 
  
  On December 7, 2023, customer brought her vehicle in at ****** miles. Vehicle came in for 2 recalls and customer also mentioned a clicking noise (first mention of clicking noise), as well as her steering feels loose. Clicking noise we found to be coming from the axles. Since Nissan ******'s have a history of issues with axle nuts, we recommended to grease the axle and hub while also replacing the axle nuts to start (we advised the customer that axles may still need to be replaced when estimate was sent) and customer approved. After performing this repair, noise was still present so we recommended replacing the front axles - customer declined replacement. We also looked into the steering concern and found left rear tire was coming apart and unsafe, other tires were also worn unevenly (lots of items in the trunk causing extra weight could have caused the tires to wear prematurely). We recommended to replace all 4 tires and perform alignment - customer declined replacement.
  
  On February 9, 2024, customer brought her vehicle in at ****** miles. Vehicle came in for another insurance claim regarding possible improper tow. Insurance adjuster came out to dealership to inspect vehicle. Insurance adjuster inspected vehicle with technician and Service Manager. Only damage found visibly was to the front engine splash shield and some yellow paint scrapes under the vehicle. Adjuster noted a clicking noise when the vehicle was turning into the bay and we advised the adjuster that there was a pre-existing condition for the axles, but would recheck to confirm. Adjuster wrote an estimate for replacing the front splash shield only (a total that came out under customer's deductible). Technician road tested vehicle and verified clicking noise still coming from axles, no other noises/drivability concerns were felt - this information was sent to the adjuster. Insurance adjuster advised no further repairs would be needed at this time and would close the claim. We performed splash shield replacement per insurance estimate. Customer was working with an advisor that is no longer with our company, so when Service Manager contacted customer, customer mentioned the "sliding sensation". Technician drove vehicle again and did not feel anything abnormal. Customer picked up vehicle.
  
  With regards to the diagnostic fee for the steering issue: Nissan's warranty on parts and labor is 12 months/12,000 miles - customer traveled ****** miles before concern was first brought to our attention - and vehicle was also out of Nissan Powertrain warranty at that time - which justifies the charge for a diagnostic fee.
  
  With regards to the axle concern: Customer traveled an additional ****** miles before mentioning a noise concern again after declining the knocking noise diagnostic. Prior to performing the repairs with axle nuts, customer was advised that the axles may also be needed but we were recommending a repair that, in our experience, has fixed this issue prior. Clicking noise was still present so axles were still needed. Without the axle leaking, there is no way for us to tell what actually failed in the axle assembly without disassembling the axle assembly. We verified the noise using chassis ears so the clicking noise is coming from an internal failure in the axle. If the axle was "completely broken", the car would not be drivable - and there is also no way to determine if it is just wear and tear or related to the pot hole incident. Considering that ****** miles have passed between the pothole incident and our diagnostic of the clicking noise, it would be difficult to say this is related to the pothole incident.
  
  With regards to us not treating a loyal customer with best practices: As documented in this statement, we have exhibited the best practices that we use to treat all of our customers. We have been thorough in our inspections, provided recommendations for needed repairs and the customer has neglected to have those items performed (and proceeded to accumulate almost ****** miles without further addressing those concerns). Insurance adjusters are also only going to authorize repairs that we can prove are a failure and/or are related to the claim. If we can't duplicate a concern or feel the "sensation" you are feeling, we aren't going to recommend a repair, at the customer expense, that we aren't sure will fix the concern - and the insurance adjuster also will not approve additional repairs without proof of failure. We appreciate the loyalty the customer has shown to the dealership, but we have also operated within our best practices to best assist the customer during these events.

• Initial Complaint

  Date:03/01/2024

  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 am a longtime customer of **********************. (Routine Services and Repairs) Had my car TOWED to the shop because my vehicle would not drive forward but can drive in reverse. For two years I've complained about issues with the car hesitating when driving, delayed acceleration, sputtering, & jerking with the check engine light on. Trouble code P0128 was detected but the technician stated he, "didn't know what the code meant; didn't know what the fix should be". Eventually, I was told that the code was REDUNDANT. He cleared the codes and reset the program. Two years later, DTC Codes ************* displays and I've been advised that I need my ENTIRE TRANSMISSION REPLACED, total repair cost of $15821.37. Code P0128 directly impacts the transmission and initiated when vehicle was UNDER 80K Miles. Furthermore there are several SERVICE REPAIR BULLETINS for the make and model of my car pertaining to these codes. Had the original code been addressed I would not be experiencing these issues. They've had my car for 3 WEEKS and have NOT offered a loner and I've been told that the codes are totally unrelated despite the Nissan Technical Bulletins stating otherwise. I requested to have a diagnostic ran on the thermostat and I have been denied. I've requested the General Manager's contact information and told it wasn't available but my information would be passed on and I have not received a response. On top of it all, despite the car NOT driving forward for an extended distance the work order reports "noise while DRIVING over bumps ($1239.24 fix)" and "steering is STIFF at times (******* fix)".

  Business Response

  Date: 03/04/2024

  This customer has only serviced the vehicle at ******************************************* 3 times before the current open repair order (twice in 2022, once in 2021). Vehicle only shows 1 other visit to a Nissan dealership in 2021, otherwise vehicle is not maintained at Nissan regularly.
  
  During customer's 2 visits in 2022, technician scanned for a check engine light during the first visit on 8/18/2022 (found no codes stored and was unable to duplicate drivability concern) and found code P0128 during the second visit on 8/25/2022 (code P0128 - for thermostat function - was in a past state, advised it may need a thermostat or temperature sensor -- both unrelated to the ***** Customer has not "complained about this issue for 2 years" as we have not seen the customer since 8/25/2022. 
  
  Vehicle arrived to us on 2/15/2024 via tow. Vehicle complained vehicle would only drive in reverse, not forward.We scanned and found codes P1715 and P2813 (both *** codes - and both unrelated to P0218 found previously). Technician recommended *** replacement, as vehicle is ****** miles out of Nissan Powertrain warranty (based on the mileage of ****** - vehicle was already ****** miles out of Nissan Powertrain warranty when vehicle was here on 8/18/2022). We provided customer an estimate of $6,676.00 to replace the *** transmission. During this visit, we also performed a multi-point inspection and technician found various components that have failed due to lack of maintenance or mechanical failure. Loose negative battery terminal ($49.88 to repair); brake fluid service ($193.99); coolant fluid service ($209.95); 4x4 service ($449.99); engine air filter ($46.98); replace valve covers and gaskets with spark plugs (badly leaking oil - $1458.13);replace front lower control arms (bushings split - $1683.83); front strut assemblies (noise over bumps - $1239.24); replace hood shocks (weak, not holding up hood - $310.58); replace engine splash shield (torn - $353.66); and replace steering rack assembly (steering stiff - $2618.18). Estimate for all repairs combined, including taxes and shop fees, came to $15,821.37. Technician was able to clear the current codes in the system and vehicle would drive forward briefly, allowing us to hear the strut noise and feel the steering stiffness concern. After sending estimate to customer, customer requested we perform a diagnostic on the thermostat and we declined, because we didn't want to charge the customer additional money to diagnose a past code from 2022 when the vehicle has more pressing, current issues.
  
  Looking at the customer's history:during the visit on 9/24/2021, we recommended a transmission fluid service,engine air filter, cabin air filter, induction service, and front brake pads and rotors - customer declined all services. During the visit on 8/18/2022, we recommended an induction service, oil and fuel additives, brake fluid service,engine air filter, engine drive belt, front pads and rotors, cabin filter and both front lower controls arms - customer declined all services. 
  
  Customer contacted ********************** Consumer Affairs for assistance with the *** - response from Nissan Consumer Affairs - "*** has declined to offer assistance for this customers *** repairs due to their warranty parameters/repair history." 
  
  In conclusion, customer is not a regular service customer with this company or **********************. Customer does not properly maintain the vehicle based on previous recommendations and repairs being declined - with no other history of services/repairs being completed.Vehicle was out of Nissan warranty when first engine light complaint was documented on 8/18/2022. Codes during visits in 2022 do not relate to the transmission codes found during this visit in 2024. We have not offered rental assistance because vehicle is out of warranty and customer has not approved any repairs.
  

  Customer Answer

  Date: 03/06/2024

   
  Complaint: 21367490
  
  I am rejecting this response and I am requesting additional information. I have included 8 questions below pertaining to the initial assessment and subsequent handling of my repairs. If possible, please include my message in your response. Thank you for your consideration.
  

  
  1. Please provide the diagnostic summary for code P0128.
  2. Please provide the manufacture recommended adjustments outlined for fault code P0128.
  3. In this scenario, diagnostic tests were performed on a vehicle in response to a customer complaint of experiencing hesitated/delayed acceleration, shuddering, & jerking in conjunction with a reoccurring check engine light, what is Nissans recommended action response.
  4. Did the technician appropriately manage the vehicle in consideration of the resulting complaint and diagnostic findings and according to Nissans technical advice ?
  5. Under which conditions is it advised to ignore code P0128?
  6. Does Nissan ever approve the dismissal of an error code, particularly in conjunction with the detailed complaints provided?
  7. What are the potential damages of neglecting code P0128 on any Nissan vehicle?
  8. Can the potential damages presented resulting from the mismanagement of fault code P0128 include damages to the vehicles transmission or engine?

  
  I am a loyal Nissan Motor customer.  I believe in the company values and dedication to superior quality. I am trusting that Antwerpen will remain transparent in this issue and that it will be handled in accordance with corporate mission and guarantees.

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

  Business Response

  Date: 03/07/2024

  We are glad to respond to the customer's questions and concerns.

   

  1. Please provide the diagnostic summary for code P0128.

  Check if DTC is displayed with other DTC's - if other DTC's appear, diagnose other DTC's first - if no other DTC's are present, check coolant temp sensor and thermostat operation - if both operating properly,inspection end.

  
  2. Please provide the manufacture recommended adjustments outlined for fault code P0128.

  No recommended adjustments.
  

  
  3. In this scenario, diagnostic tests were performed on a vehicle in response to a customer complaint of experiencing hesitated/delayed acceleration,shuddering, & jerking in conjunction with a reoccurring check engine light, what is Nissans recommended action response.
  

  This scenario does not apply to this case.
  

  
  4. Did the technician appropriately manage the vehicle in consideration of the resulting complaint and diagnostic findings and according to Nissans technical advice ?
  

  Yes.
  

  
  5. Under which conditions is it advised to ignore code P0128?
  

  When the code is not present.
  

  
  6. Does Nissan ever approve the dismissal of an error code, particularly in conjunction with the detailed complaints provided?
  

  Yes, when the diagnostic summary is followed and all components are found operating properly.
  

  
  7. What are the potential damages of neglecting code P0128 on any Nissan vehicle?
  

  P0128 was not neglected in this case.
  

  
  8. Can the potential damages presented resulting from the mismanagement of fault code P0128 include damages to the vehicles transmission or engine?
  

  P0128 was not neglected in this case.

  Customer Answer

  Date: 03/12/2024

   
  Complaint: 21367490

  
  Business Response is misleading and subjective. Please answer the attached follow-up questions below.

  (I am requesting objective feedback, independent of any business shared between Antwerpen Nissan and ****** **********. Please disregard past recommendations, circumstances or findings in the consideration of your response.)

   

            1. I am requesting a generic or make/mode/year respective itemized summary description and/or report for DTC P0128 including code specifics and all conditional resolution plans.

   

           2. Please provide the Nissan ******************************* Procedure to address DTC P0128. This information should be generic marginally pertaining to Make, Model, Year if available, otherwise generic Nissan ******************************* Procedures are requested.
  
          3. Please provide the Nissan Tech Factory Authorized Action Guidelines and Repair Flow Chart to manage DTC P0128.

          4. Unrelated to any services, vehicle assessments or recommendations provided by Antwerpen Nissan to ****** **********, please provide the Nissan Factory Authorized Conditions and Guidelines to justify the dismissal of DTC P0128. 
  
          5. Regardless of any business activities between Antwerpen Nissan and ****** ********* and independent of any services provided, please outline possible and recognized material damages resulting from the dismissal of DTC P0128.

• Initial Complaint

  Date:04/10/2023

  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.

  If you are considering buying a Nissan, please read this post and purchase at your own risk!! On 3/30, I went online and scheduled an appointment to take my car to the Nissan dealership. I stated My car has a problem shaking when turning corners or at low speeds. The appointment was scheduled for the next day. I took my car in and the advisor indicated that it would cost $175 for a diagnostic but if I got the repairs done there, the $175 would be applied toward the repairs. I was also informed that they would take the car for a test drive so the mechanic could experience what was happening. After waiting at the dealership for hours, I was advised that it was the right wheel bearing and that during the multi-point inspection, other repairs were needed including a transmission flush. I agreed to get everything they recommended done so that my car runs properly. $2,328.54 later, I was told my car was ready. I got in the car and drove it to the corner and noticed the car was still shaking at low speeds and when turning corners. I immediately turned around and took the car back to the dealership. I am now being told that I need a new transmission, new tires, the front lower control arms are worn/tearing, and the Vias control solenoid value 1. The transmission alone cost $5,600. I was furious and asked if a diagnostic and test drive were done, why wasnt any of those repairs picked up? I would have never paid for those other repairs had I known. It was also obvious that he did not test drive the car after the repairs to ensure the problem was fixed. They admitted that they did not perform the diagnostic or test drive the car before performing the repairs because when the mechanic got in the car to drive it into the bay, he noticed the shaking and assumed it was the wheel bearing since they had a lot of play. As expensive as car repairs are, it is unacceptable for ANY mechanic to guess what is wrong. I requested that they deduct the $2,328.54 from the $5,600 repair cost for the transmission. I was told the best they could do was reducing the cost to $4,500 with a rebuilt transmission putting me out of $6,828.54. Had I known, I could have used that $6,828.54 as a down payment for a new car. Totally unacceptable and disappointing that Nissan Corporation has done nothing to step in and assist in resolving the issue given that their name is on the line. I guess they don't care about those of us who saw Nissan once as trustworthy . Buyers, please beware!!!

  Business Response

  Date: 04/18/2023

  The customer spoke with the service manager of Antwerpen Nissan prior to filing this complaint and agreed to the transmission replacement. The service department addressed the customer's initial concern that was noted in their paperwork of a "clicking noise". That specific issue was addressed and resolved without the need for a test drive or a full system diagnostic. The customer then came back and brought up the "shaking front end at low speeds". That was addressed in tandem with the previous recommendation of torn axel boot and control arm replacement. Those issue are both documented in the attached documentation.

  Customer Answer

  Date: 04/26/2023

   
  Complaint: 19916481
  
  I am rejecting this response because:  
  

  The service manager is getting his information via a third party.

  The email that I set up my appointment for indicated that I had shaking at low speeds and when turning. However, when I went back to my email to view this appoint it had been removed, but I copied the image and it will be included with this email.

   

  My concern is that the 1st ******** to look at my car, didnt do the proper inspection to make the right diagnosis of my car issue.  The 1st ******** heard a clicking noise when he just drove it less than 20 yards to the service bay (as mentioned by the service manager).  At no time did he take my car on a test drive to evaluate the issue. In a later text the service manager now mentions it was too unsafe to drive, this was never mentioned until I informed that I would be taking them to court. If a test drive had been done he wouldve noticed the shaking at low speeds and when turning. Which he noticed once my car was repaired according to him and we went for a test drive.

  If the proper inspection was done, how is it that on the 2nd inspection it noted that I needed tires, struts and of the repairs that wasnt mention on the 1st inspection.  How can you look at my wheel bearing and not notice/find what the 2nd ******** found? I can forward you the copies or the inspections which the service manager failed to supply you.

   

  My main issue is if the 1st ******** had done his job like the 2nd ******** I wouldnt have got all the work done on my 1st visit I wouldve but that $2,500 towards the transmission repair. I dont claim to be a ********, but my stepfather was and I know you test drive a car before and after making repairs.  I even spoke with one of their ********s and he validated this statement. I also reached out to another Nissan Dealership and they confirmed my issue.

  Once again if a PROPER ROAD TEST AND ENIGINE DIAGNOIC TEST (******* the service attendant said would be done and it say It was on the appointment email that has now disappeared from their site) had been performed I would have not paid for the minor repairs and focused on the transmission.

  Once I called the service managers supervisors, the first thing he mentioned was giving me a good price for a trade in. This was insulting and a customer dealing with my current situation with the service department. Shows a lack of concern and terrible customer service as a consumer.

   

  I look forward to hearing from you in the future.

  
  Sincerely,
  
  **** *****

• Initial Complaint

  Date:02/07/2023

  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.

  My name is **** ****** ****** and I would like to file a complaint regarding a service at Antwerpen Nissan Clarksville for my wife:
  
  ********** *** (owner)
  2015 Nissan Murano S
  VIN #*****************
  
  February 10th, 2022 - My wife's 2015 Nissan Murano S transmission failed and we took it to Antwerpen Nissan Clarksville for a new transmission replacement for $6002.97 (see attachment).
  
  February 16th, 2022 - I saw a small oil leak on my driveway under that Nissan that I had never seen before the new transmission replacement. I took it back to the dealer service for checking. They checked and said it was the residual oil from the transfer case after topping off fluid (see attachment).
  
  December 16th, 2022 - When I took the car to my mechanic for oil change, he suggested I bring the car back to the dealer for them to check on the transmission (since it was still under 1 year warranty) because he saw some oil leaking in the transmission's surrounding area. I took the car back to the dealer and they refused to fix the oil leaking. They said the leaking was from transfer case, not related to transmission replacement and quoted the price of $1,157.00 for fixing it (see attachments).
  
  We did not have the money after already spending $6002 for the new transmission and did not know what to do but took the car home trying to find a solution.
  
  After that my wife did not drive the car much and we spent Christmas/New Year vacation in Texas. When we got back to Maryland after the new year, the car became undrivable. I took it to my mechanic and found out the transfer case failed and would have to have a new transfer case and the cost would be around $5000.00!
  
  January 9th, 2023, I called Nissan Consumer Affair to ask for help. They gave me a case number (Case #********) and said someone would contact me. I kept calling and emailing them more than 10 times and still haven’t received an answer!
  
  From three different mechanics that I talked to, they all said that transmission and transfer case go together hand in hand and when you replaced a transmission, you had to touch the transfer case. The transfer case oil did not leak at all before they replaced the transmission. Instead of fixing the leaking the first time I brought it back for checking (February 16th, 2022), they refused to do that and blamed it on the residual oil. The second time I brought the car in for them to fix the leak (December 16th, 2022), they refused to fix it and said the leaking was from the transfer case and not related to the transmission replacement. The new transmission was well within the 1 year warranty but their continuous refusal to honor the warranty caused the failure of the transfer case.
  
  From the information provided in detail above, I demand the Antwerpen Nissan Clarksville and Nissan to refund the cost of fixing the transfer case.
  
  Thank you,
  ********** *** and **** ******

  Business Response

  Date: 02/08/2023

  On 12/16/2022, the customers declined the advised repair to the transfer case. In that advised repair was a technical service bulletin from Nissan (NTB21-094A). The recommended repair was not related to the previous transmission repair, but directly related to the announced technical service bulletin. Please note that the customer also declined addressing the squeaking coming from the electronic power steering pump on this same date.

  Customer Answer

  Date: 02/09/2023

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

  First, my Nissan Murano did not have any problem with the transfer case and did not have any leaking from that area before I brought the car in for the transmission replacement service. The invoice dated 02/10/2022 clearly did not mention any issue with the transfer case as well as the leaking.

  Second, the transmission replacement service clearly involved with the transfer case. That why they had to top off the fluid in the transfer case. Please see the invoice dated 02/16/2022.

  Third, I brought the car back on 02/16/2022 for them to check on the leaking (after the transmission replacement), they should have fixed the leaking that caused by them while doing the service. They instead said "it's residual oil from transfer case after topping off fluid" and refused to take the responsibility for it.

  Fourth, I brought the car back again on 12/19/2022 for them to check on the leaking because it was still within the 1 year service warranty. They refused to honor the warranty and asked for $1157.00 to fix the leaking. I had already spent $6002 for the new transmission and did not have extra money for that so I had to take the car home to try to find a solution.

  In conclusion, the car did not have issue with the transfer case or leaking before their service. when they did the service, they did not seal properly after putting in the new transmission that caused the leaking and eventually to the failure of the transfer case. I am only asking for a fair resolve to my case.

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

• Initial Complaint

  Date:12/07/2022

  Type:Sales and Advertising 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 was car searching online I found a 2010 Buick Lacrosse for the price of $9,995. I went ahead and Mark that I wanted to be contacted about the purchase of this vehicle by the dealership. Spoke with a gentleman last night that said it was still available and for that price. I went to the dealership today where they said it wasn't available all of a sudden. But then after saying that I was told last night before they closed it was available. The car magically reappeared. But they would not sell it to me for the price listed online. Told me it would be over $14,000 for the purchase of the vehicle. They're being fraudulent. listing a price and then trying to make customers pay thousands of dollars over listing price. It's not right! And doesn't seem to be legal.

  Business Response

  Date: 12/26/2022

  Consumer Response /* (2000, 5, 2022/12/12) */
  Re: BBB Complaint Case# ******** (Ref#XX-XXXXXXXX-XXXXXXXX-X-XXX)
  External
  Inbox
  
  Angela ***** <*******@gmail.com>
  Fri, Dec 9, 4:23 PM (3 days ago)
  to me
  
  Since filing this report. Dealership has been back in contact and we are going forward with sale at original listing price. Thank you!

• Initial Complaint

  Date:11/02/2022

  Type:Sales and Advertising 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 received repeated calls from this dealership. I am not looking for a car, I have not contacted this dealership inquiring about a vehicle, and I have repeatedly asked to be removed from their call list. I am still receiving calls. Today I received a text message that said, "Hello Valerie?". I responded and asked, "Who is this?" I got no reply. A few minutes later, I received a phone call from Antwerpen Nissan. I sent it to voicemail since I was at work and in a meeting. Immediately, my phone rang again. My caller ID listed the caller as Mark ****** I answered the phone to see if it was Antwerpen and sure enough that where he was calling from. This is harassment! I want to be removed from their call list, but they will not take me off. I tried to call and speak with a manager, but the receptionist told me she was told to get my name and phone number and they would call me back. I did not give it to her, but she had caller Id and said she was going to give my information to her manager anyway so he could send it to the "customer complaint department". Please require this dealership to delete my contact information. Thank you.

  Business Response

  Date: 12/05/2022

  Business Response /* (1000, 7, 2022/11/14) */
  I have marked your contact information as "Opted Out". Any contact initiated prior to 11/14/2022 at 1106 might still be in process. Following that, there should be no further contact. If there is, please email me directly at *********@antwerpenauto.com.
  
  I am sorry for the inconvenience.