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:05/13/2025

  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.

  I am filing a complaint regarding a denied CVT warranty claim on my 2015 Nissan Pathfinder SV and the financial impact caused by repeated mechanical failures, misdiagnoses, and lack of resolution. I purchased the vehicle on 10/27/2015 from Mount Holly Nissan. Within two years, I experienced transmission juddering. After relocating back home to NJ, I brought the vehicle to Cherry Hill Nissan in 10/2018 to address a fluid leak, hub bearing issue, and CVT concerns.
  
  During service, a technician disconnected the AWD system and told me "the car wouldn’t last another year." Despite noting transmission issues, the extended CVT warranty was denied due to mileage. However, the mileage listed on the 3/5/2019 service paperwork (108,800) is higher than the 95,400 listed on my title at payoff in 1/2022—raising concerns of clerical error or falsified records, which may have wrongly disqualified my claim.
  
  I reported the issue to Nissan Consumer Affairs on 2/25/2019 (Case #*********) but received no follow-up. Additionally, the service paperwork mentions a “front transfer case,” which does not exist on this model—suggesting either misdiagnosis or an attempt to avoid CVT repair. The AWD/PTU disconnection created safety concerns and may have affected the vehicle’s compliance.
  
  I am submitting supporting documentation, including my title and conflicting service records. I request Nissan to:
  
  Reevaluate the denied CVT warranty based on the original complaint date and attached documentation
  
  Provide goodwill repair assistance
  
  Coordinate with NMAC to remove late payment marks that resulted from repeated repair issues beyond my control
  
  I’ve made multiple good-faith efforts to resolve this directly with Nissan but have not received a fair outcome. My maiden name at the time was ********. I am seeking appropriate resolution and accountability through this complaint.

  Business Response

  Date: 05/14/2025

  We have read the complaint. Unfortunately we are a independent dealer and cannot decide Nissan Motor Corporations goodwill policy. The mileage in March of 2019 was correct. Please see the attached car fax with shows the mileage progression including other repair facilities as well as motor vehicle records which showing the mileage of 95,400 on 11/13/18.  

  Customer Answer

  Date: 05/14/2025

  
  
  Complaint: 23325841
  
  
  
  I am rejecting this response because:
  
  
  
  
  
  
  
  Regards,
  
  
  
  ******** *****

• Initial Complaint

  Date:05/05/2025

  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 been trying to get the vehicles maintance records and they refuse to fax it to me at home or email it, or mail it to me. I asked for it since April. On April 16, 2025 I texted the salesman who sold me the car (Nissan Altima SL in June 2024) when I can upgrade the car but he never replied. His name is *** ********* and his name is still on the website. No reply at all. I emailed the dealership AND the general manger ***** *. and all I get are emails from a bot ***** ******. When I get the replies, they are different subjects of the subject I emailed about. I find it very unprofessional that they are now ignoring me and I find that to be very poor customer service. Once they get rid of a car, they dont want to deal with the customer? I called the dealership and was told to email ***** B the general manger and I emailed twice and no reply. I never felt so unappreciated by a business like Cherry Hill Nissan. This is unacceptable and warrants a complaint. I just dont understand why they are treating me like this. *** could have replied to my text for my simple question but instead ignored me. I still have the text and emails as proof.

  Business Response

  Date: 05/19/2025

  We have tried to contact Mr. ***** several times with no response as of today. 5/19/25. ************ would reach out to our sales manager ** ****** he will try to rectify the issues. ******************

  Customer Answer

  Date: 05/19/2025

  
  Complaint: 23290424
  
  I am rejecting this response because: They have NOT reached out several times. That is a lie. Only once I received a voicemail, and I want to talk to the general manager, ***** B whom I  emailed twice (after I was told to email him since I can not reach him by phone) but no reply. Why would I want to talk to a salesperson about my complaint??!!!! That is a joke.  I want to talk to the general manger/Owner of Cherry Hill Nissan, or the higher *** dont care about customers??  I only got one call from the person mentioned, not more then that. Also, the original salesperson never replied to me from my April 16th 2025 text. It feels like once you get a car from them, they no longer care about the customer. I am very surprised. I also never received the vehicle's maintance records as I requested. 
  
  
  
  Regards,
  
  **** *****

  Business Response

  Date: 06/09/2025

  I spoke to our Director of operations ***** ********** who said he has left a message for Mr. ***** to call him back to discuss the issue. Please have Mr. ***** reach our Mr. ********** so we can resolve this matter. Thank you

  Customer Answer

  Date: 06/09/2025

  
  Complaint: 23290424
  
  I am rejecting this response because: They are such liars. ***** B NEVER EVER called back and on the last email to me they said I was called on 5/19/2925 and that was a lie. They have my number since I got the car in June 2024 so I know its in my account . I am sorry I dealt with these people. They never followed up and never called or texted back when I texted April 16th, 2025.  Why do they have to be such liars. NO ONE EVER CALLED ME AT ALL SINCE I FILED THIS COMPLAINT. My last 4 numbers of my home phone is 2084. They will likely say they dont have that but yes they do. They always find an excuse.
  
  
  
  Regards,
  
  **** *****

• Initial Complaint

  Date:03/06/2025

  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.

  Purchased a vehicle 2/27/25 with cashier check. After the long process getting the vehicle we didn't receive the title when we made the Purchase. Reached out multiple times with no response and no answers. When we picked the vehicle up at the scheduled time that was confirmed with them they didn't have a clue what we were there for and after waiting a little bit for them to find the vehicle. Vehicle was not detailed and had no gas which caused gas light to come on after we left. Once we realized they forgot to give us the title we called them and got a rude response from a salesman stating we will get the title after it's been processed which was already processed. Finally after several calls back we finally got in touch with the person who helped us and he couldn't tell us where the title is. After a week we still haven't received the title or any response to the messages I have left over the past week. By ************** the title was issued on 2/25/25 the same day registration and tags were issued. Due to the way the deal was worked out it required for the car to be titled and registered in my name prior to my purchased being finalized.

  Business Response

  Date: 03/10/2025

  We have contacted this customer and she has picked up here title.

  Customer Answer

  Date: 03/10/2025

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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.
  
  Regards,
  
  ***** ********

• Initial Complaint

  Date:02/27/2024

  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 bought a car from them but every time the salespeople get bored they call and interrupt my day. I have asked them to stop calling me more than 3 times and they say they will but then just call again a month later. I never authorized these meaningless bothers in my life. At this point I would never buy from them again.

  Business Response

  Date: 02/28/2024

  We apologize the salesman was just following up with the customer as he should. We have removed the customers information from our system so he should not receive any further phones calls from Cherry Hill Nissan.

  Customer Answer

  Date: 02/28/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  
  
  In September? Why did I get a call yesterday?

  sadly you don’t respect the wishes of your customer I guess  you had a good customer but you ruined our relationship. 
  

  terrible dealer  

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

  Business Response

  Date: 03/12/2024

  We have already responded that we have removed him from our system. 

  Customer Answer

  Date: 03/12/2024

  
  
  Complaint: ********
  
  
  I’ll believe it when I see it since I was told the same thing twice before. 
  
  
  Regards,
  
  
  
  ******* *********

• Initial Complaint

  Date:09/13/2022

  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.

  To whom it may concern, my name is ***************************** and the Cherry Hill Nissan Dealership gave me fraudulent insurance, (unauthorized broker policy) and frauded me out of my money on July 25th when I purchased a vehicle and car insurance . This was advised to me by the underwriting team (Yini #****) from the insurance company (Progressive) when I had to reach out to them, I went on the app to try and pay my insurance for the month when it was due, it wouldn't let me, said it was being cancelled for the reason listed above and that they were going to do an investigation on the car salesmen and dealership and she advised I file a complaint and report them with you guys as well. I was in an accident on August 1st and do not trust the dealership and what there telling me to do, they are not trying to take responsibility for their negligence and I am stuck and stressed out from this , I am a young 22 year old adult that works hard for what I have and this is effecting my life very badly I cannot get the help I deserve please help and advise. My number is ************** it is important you call me when you see this so I can explain things further and give you all of the details on everything that took place this is just a brief summary and must be explained over the phone needs further explanation . What they did to me is wrong an this issue has to be resolved and fixed, I cannot do anything due to this.

  Business Response

  Date: 10/11/2022

  On 7/25/22 ************** purchased a vehicle from Cherry Hill Nissan. Before leaving the dealership she added the new vehicle to her existing policy with ************************ While at the the dealership see also went online and purchased a policy with ********************* for a lesser rate that was to be effective on 8/2/22. 

  At some point after taking delivery of the vehicle ************** called Plymouth Rock and cancelled her existing insurance policy before the the Progressive policy went into effect. Plymouth rock has the voice recording of ************** cancelling the policy.

   

  Unfortunately ************** got into an accident after she cancelled her Plymouth Rock and before the Progressive policy went into effect. 

  Customer Answer

  Date: 11/08/2022

  
  Complaint: 18021921
  
  I am rejecting this response because:Hello, Im truly disgusted and outraged with the dealerships response, as it is not true at all. I tried to add the vehicle onto my existing policy with the new one I was purchasing, on my ************* policy. However, once I was told how expensive the premium was, I couldnt add the vehicle on and cancelled the policy. ************* indeed does have the recording which will display it got cancelled once I learned how much the increase would be. I have the cancellation notice which states the effective date and reason for my cancellation request which is that I replaced . Once I cancelled that policy, the salesman ********************* proceeded to get frustrated and impatient with me and stated that We were moving backwards and said that he can make me a policy. Being that I did not have too much knowledge on insurance at the time and he states that he was allowed to do that for me, I felt as though I was in good hands. He went on his computer and tried  ***** and said I was denied. He then tried Progressive. He did not discuss any coverage information with me. He only asked me for my card information and stated it would be $172.14 to start my policy with Progressive. Im not sure if theres a way you guys can request or retrieve the internet history and/or camera footage from 7/25/22, which will show that I did not go online myself and purchase the policy. He then gave me my temporary registration card which had High Point Property & Casualty which Im assuming is with ************* because he put my ************* policy number. All of which I have proof of and all of which makes no sense. Unfortunately on 8/1/22, I was involved in an accident. I called Progressive with the policy number that was on the temporary evidence of insurance ******* printed out for me and the agent stated that I could not be covered because my coverage was scheduled to go into effect on 8/2/22. I told the agent that my policy was supposed to start on 7/25/22 and went into further detail about how I got my policy. She then stated that my policy was an illegal broker policy, cancelled my policy, and opened a fraud investigation on the dealership. I also have the cancellation notice from Progressive which states, You are not an eligible risk because the policy appears to have been improperly purchased and/or serviced through an unauthorized agent/broker. The unauthorized agent/broker being *********************. I'm not sure why he started my policy effective a date it wasnt supposed to start, but that goes to show/prove even more that what he did was wrong and illegal and should not have took place at all. He should have called an agent for me to speak to or ask for me to call and do it .The damages to my car cannot be fixed and I cannot get a rental car because I unknowingly did not have coverage the day of the accident. Im also still making payments on my vehicle although it has not been in service since 8/1/22. I went to the dealership the day of the accident (8/1/22) after I was told by Progressive I would not be covered and requested to speak to the general manager and *********************** was adamant on not allowing me to speak to him. I told him about the accident and everything that Progressive said. *********************** stated that ************* should be covering it and I told him that didnt make any sense because I cancelled that policy when I got this car and that ********************* took a payment the day he made my Progressive policy. He then stated that there was an umbrella policy and that confused me even more because I didnt know what he was talking about. ********************* started to panic and tried to make me out to be lying so I showed them my cancellation notice and I called *************. The person I spoke to with ************* had me verify information so they could speak to the manager *********************** who I was speaking with, once everything was confirmed they stated to the manager on a recorded line that they are not responsible for this vehicle, that it was never added on, and that I cancelled my policy 7/25/22 effective immediately. After that call they became more nervous and panicked and said that we need to figure out whos paying for my car. I asked them about a rental because I need a way around especially to work and *********************** said they didnt have any loaners to give me and that they would give me a call within an hour. So I left and then *********************** called me and confirmed if my Progressive policy starts the following day which was 8/2/22. I said yes and he told me to call them tomorrow stating that there was a problem with my engine or transmission so that way they could give me a rental. That was absurd of him to say because I wouldnt lie to an insurance company and they already know what happened to my car. That confirmed I couldnt trust anyone at that dealership just from what Ive experienced with *********************** and *********************. I went to the dealership a few more times for updates and they would never allow me to speak to the general manager and lie and say he wasnt there when I could clearly see him because I know what he looks like. *********************** told me to bring the police report when I get it and that if Im not at fault then the other persons insurance will pay for it. I brought the police report and *********************** stated that used parts cost just as much as new parts and that my car was too expensive to fix and tried to sell me another vehicle. This has taken a big toll on me not just financially but mentally as well and they need to be held accountable for what they did. I have proof and documentation of everything. 
  
  
  
  Regards,
  
  *****************************