Complaints
Customer Complaints Summary
- 32 total complaints in the last 3 years.
- 9 complaints closed in the last 12 months.
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Submit a ComplaintThe 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:09/26/2022
Type: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.
Complaint: ********
I am rejecting this response because:
I did not use profanity. I was not in the dealership and the price of my vechile was marked up for the warranty, saying that I must use their service department to receive this warranty then not allowing me to use the department is a catch 20 22. They clearly say I can purchase a warranty elsewhere, so it is something sold at a cost. The dealership is offering no evidence of why they are retracting an advertised service that I already paid for.
Sincerely,
******* ******
Business Response
Date: 09/27/2022
Unfortunately due to the behavior at the dealership and in a texting conversation on the customer's first service visit we have elected to no longer service the customer's vehicle.Mistreatment to employees and staff is not allowed, if given the chance we could have worked through the problems toget her and came to a agreement.
In this particular case the things said to staff in person and via text can not be shared to google to further explain why Suntrup has come to this conclusion.
Customer was given Service Manager and Director's contact information but has elected to post reviews instead which further demonstrates why we have came to this decision.
We have attached the part **** ****** left out. It was to vulgar to repeat in this response.
Thr profanity from her and he husband was inappripriate to say the least.
We will not be servicing the vehicle here going forward.
The lifetime powertrain warraty is a loyalty warranty it is inplace for customers who use our service department.
Iwas not sold to the customer.
It was at zero charge.
The extened warranty purchased can be used at any Nissan dealer.
If that is the one she want to cancel .
We can certainly assit in that . If and only if you can communicate in a civil manner, I would be happry to assit with cancelling the extended warranty.
The refund would be prorated and sent to your lender.
Initial Complaint
Date:09/19/2022
Type: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.
Complaint: 18045939
I am rejecting this response because: ******** at Nissan told me she mail a check to my house and I saying that I rejected it because I have not got a check from Nissan as of yet and today is Monday, and I talk to her on Thursday and it shall not take that long for the mail to get here and we or in the same city.
Sincerely,
*******************Business Response
Date: 09/22/2022
The customer paid for the diagnotic because it was out of warrnty and the repair was declined .
The customer called ********************** and ********************** spoke with us about a 1 time goodwill repair.
This(goodwill) is paid by a set amout of money allowed per year between the Manufacturer and the dealer. We were covering the transmission repair.
The customer then asked for the diagnostic charge back.
She was given the choice to get the diagnostic back or have the goodwill repair done.
While waiting for the customer to respond, the part came in and the technition did the repair .
Therefore removing the option she was given.
So for that reason and that reason only we are refunding the Diagnostic charge.
Business Response
Date: 09/26/2022
*******************,
I have been nothing but honest and fair in our coorespodance.
You have called me a liar. You have disreguarded my corospodance .
I did send the check (has I stated) the day I stated.
I wanted tracking so I sent it U.P.S.
Below is the information.
Has it states in the the letter sent with the check,we belive we should part ways.
We will not be servicing your vehicle here in the future.
I wish you the best. God bless.
Shipment DetailsShipment DetailsShipment ProgressShipment Progress
Tracking Number
1Z9ER5150392911713
Service
UPS Ground
Weight
0.50 LBS
Shipment Category
Package
Shipped / Billed On
09/22/2022Customer Answer
Date: 09/28/2022
Complaint: 18045939
I am rejecting this response because: how you going to say Nissan or not going to services my vehicle anymore, if you said that you send anything any it take almost a week to get to you and and you or in the same city then what will you think, and you send it by *** so therefore I should have git it before Tuesday, but not going back and forward with you I appreciate you sending my money back because and thanks for your help.
Sincerely,
*******************Customer Answer
Date: 09/30/2022
Thank you BBB for your help and I am satisfied with Nissan service and thank them ******** for refunding me my money back, But her telling me I can not bring my car back there is not up to here, I just pray for her.
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