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:02/11/2023

  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.

  In October I traded in my 2020 ***** Colorado for something that had more seating. I was offered a 2019 ****** Pathfinder which at the time felt like a perfect option, but after transporting my grandchildren several times I realized it was to small and my granddaughters had to crawl over the seats to get into the third row as the seats would not move forward with car seats in them. I also have had it back in the dealership.several times for noise/rattling coming from the front of the car which they couldn't find anything wrong. So due to the ****** not meeting my needs as far as seating because I don't feel.comfortable with my granddaughters having to climb over seats to get to their seat, what would happen in an accident? I went to another dealership to try and trade it in, but was told I wouldn't be able to trade it in for full value as it had some precious damage due to an accident! I was not informed of this upon purchasing the vehicle which I find deceptive! I have a copy of the Car Facts report stating when the damage occurred and what parts of the vehicle were damaged (left front, right front and right rear). I have messaged the salesman that sold me the car and was told he was not aware of an accident which I don't see how that is possible when it was reported to DMV. No resolution is being offered and when I told the salesman that I feel.like specific information about the vehicle was withheld because the chance of selling it with that damage history. I told him how this was really upsetting all he said was me too and how he was disappointed in my message. I want something done to make this right! I don't feel safe transporting my grandchildren in a vehicle that has been damaged on 3 different key places on the vehicle! I am even concerned when I drive it now, but I don't have a choice because I need to be able to get to and from work.

  Business Response

  Date: 02/13/2023

  Re:  Complaint ID#********

   

  As a result of the information contained in this complaint we have reached out to *************** are are talking with her about her complaint.  It is always disappointing to buy a vehicle that you hope will satisfy certain needs, and then discover it is not working quite the way you'd hoped.  No fault of the vehicle, just doesn't fulfill the need the way that it was envisioned.  If something can be done to change that situation we will work with *************** to explore all options.

  Regarding the ***FAX report and the indication on the report that the vehicle had substantial damage that was not disclosed at the time of purchase, unfortunately that report appears to be inaccurate.  (These reports are not always accurate and damage is often exaggerated.  It appears that ***FAX would rather error on the side of caution.)  The report that we usually rely on is not ***FAX, but Auto Check, powered by Experian.  (See both reports attached.)  The Auto Check report did not show the damage that was shown on the *** FAX report.  The previous owner is a customer of the **********************. so we called him to find out about the damage.  He confirmed that the *** FAX report was false.  The only damage the vehicle had sustained was a rear bumper cover, which was repaired for $1,700.  Since this is largely a cosmetic repair, it would not typically be disclosed, and certainly would have no adverse effect on the value of the vehicle.

  It is out desire to resolve any issues that *************** has with the vehicle so that she can maximize her use and enjoyment of it.  And I think after meeting with her today we are on our way toward doing just that.