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:01/02/2024

  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.

  PLEASE CONTACT ME ************. I NEED ASSISTANCE. I purchased a 2016 *** **** from Nissan of Richmond. The car came with a 6k mile warranty or 6 months which ever one came first. After purchasing the vehicle I was told that the brakes needed service so the next day November 17, 2023 I returned the car. However, the car wasn't driving any better and *****. Of Richmond kept my car for 2 weeks without doing any work. I was then asked to take my car to *** so they could diagnose the issue. ***** from *** spoke with ***** (Nissan) and Nissan agreed to cover the cost. However, today Jan 2. 2024 ***** from *** called and told me Nissan was no longer going to pay them to fix my car. I haven't had my car more then 7 days since I purchased it November 16, 2023. I would like my money back they sold me a car they knew wasn't safe to drive and they won't honor the warranty that covers the repairs.

  Business Response

  Date: 03/27/2024

  Teleara purchased this *** from ** as-is however looking over the paperwork- a cpo select warranty was included with her purchase. Ive attached the documents we-owe, buyers guide and cpo select terms which is 6month/6000 mile warranty on powertrain only. On the day of this filed complaint our service manager had her vehicle scheduled for a diagnostic inspection with *** due to ************** not finding a pre-existing issue of noises she is claiming. On page 8 you will see that the vehicle at our expense was sent to *** for an evaluation of her claims. I circled the outlined road test by their trained Kia ********* technicians and I quote road tested vehicle multiple times and was not able to duplicate the customers noise concern. No trouble found at this time. After receiving this from the *** ********* shop , theres nothing else to be done at this time.  Thank you for your patience in this matter.

• Initial Complaint

  Date:12/26/2023

  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.

  On December 26, 2023 I contacted Nissan of Richmond to inquire about a *** X1 they had listed for sale on the internet. I spoke to *****, who confirmed the online price listed, and asked when I could come see the vehicle. When I arrived to the dealership, before I could even see the car, they wanted a copy of my Drivers License, which screamed SCAM. When I inquired to the person at the front desk as to why my license would be needed to view (not drive) a vehicle, she cursed me out in another language. COMPLETELY UNACCEPTABLE! Following that complete disregard of professionalism, a sales associate greets me and proceeds to ask how I would be financing the vehicle. I told him that I would prefer not to share that information until I am at least able to see the car. He calls his manager (*************************** inquired about the financing. I shared my financial institution, and I was told that they do not accept payment from them, and I would have to finance through their lending institution. I said, okay to see the vehicle. The sales associate takes me to see the vehicle, and tells me that it is the policy of the dealership that I must test drive the vehicle. I drive it in the parking lot. I went back inside and asked for the purchase order. The finance manager ***** comes to talk with me about financing the vehicle. I told him that I just wanted the purchase order. He walks to his office and someone calls the sales associate. He says it was the owner and she says that the vehicle cannot be sold for the price advertised on the internet. The car would be $28,995; whereas the internet had it listed for $20,895. THIS IS A SCAM! Not only to get you in this rickety dealership, but to obtain personal information from individuals and scam them! BUYER BEWARE!!!

  Business Response

  Date: 02/16/2024

  Thank you for bringing this to our attention. After further investigation, we realized that our third party listed the vehicle with the incorrect price and therefore ***** quoted you the correct pricing for vehicle after it was brought to his attention and corrected on the website. The vehicle is still available and has been reduced to a under market value at the moment if you're still interested its currently listed for $25495 plus taxes and fees. Please feel free to schedule your test drive today. Thank you.  

  Customer Answer

  Date: 02/17/2024

  Better Business Bureau:
  
  I have reviewed the offer and/or response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  You did not offer the price of $28,000+ until I was handed a purchase order to finance outside of your dealership, so your response is inaccurate. Prior to obtaining that said purchase order, I called to confirm the price with your manager, BEFORE driving out there. All discussions before that of outside financing surrounded the advertised price. Once I was adamant on outside financing, THEN you handed me a purchase order for $8,000 more than what the vehicle was advertised. There is clearly a reason no banks want to work with you, and you continue to have this vehicle on your lot. When you continue to misadvertise, and increase pricing at will, you will find that is not best business practice. That is what gets you reported to the Better Business Bureau.
  
  Regards,
  
  Khilia *********
  
  
  
  
  

• Initial Complaint

  Date:12/20/2023

  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.

  I purchased a 2016 *** **** from Nissan of Richmond **********************************, Richmond ** ***** on November 16, 2023. I paid for the car in full at the time of purchase. Before leaving off the lot I was informed by **** (my sales guy) that the brakes were messed up and I was asked to bring the car back. I dropped the car off Nov. 17 and **** drove me to work in his personal vehicle. I had to take my car back 2 additional times because the brakes still weren't fixed. Not only was the brakes messed up the car had a relay issue and something going on with the arm bar. I've only had the car in my possession 7 days total from the time I purchased it. I filed a complaint with Nissan Consumer Affairs case # ******** I spoke with a D.J.. I tried selling the car back to Nissan and they only wanted to offer me 6k for the *** and tried selling me a car 5k more than what they had listed on their website. I was asked to leave the dealership when I showed them the car price based off of there online website. As of today 12/20/23 I still don't have my car its at ************** ************************** I was asked to drop it off there for them to diagnose the issue. I have recorded several conversation with the people in at Nissan of Richmond. I have been lied to about their names, job titles, even the ** from consumer affairs was lied too. I Need HELP. I would like my money back or to have my car fixed but as of right now Nissan of Richmond won't talk to me. I have filed several complaints against them with Nissan Consumer Affair and ** will be more than happy to speak with you yall for me **************. At this point I want my money back because I don't trust that my car will be fixed in a way where it is safe to drive. I attached screen shots with date and time where I emailed **** my paycheck when I was trying to trade my car back in and ****** the service guy I emailed him the confirmation that my car was now at *** as they requested me to drop it off. Please Help I have recordings to

  Business Response

  Date: 12/20/2023

  PLEASE TAKE THE VEHICLE TO YOUR NEAREST KIA ******* HAVE THEM DO A DIAGNOSTIC TO ADDRESS YOUR COMPLAINTS, THEN FORWARD THE ESTIMATE TO BBB, WE WILL ASSESS THE DAMAGES AND GET BACK TO YOU WITH A RESOLUTION. THANK YOU FOR YOUR PATIENCE. 

• Initial Complaint

  Date:11/13/2023

  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.

  Business has held my vehicle for heat repair with no resolution. They will not ************* or call me back. I need this situation resolved.

  Business Response

  Date: 11/24/2023

  Please stop by the dealership at your earliest CONVENIENCE and speak with ***** the service manager. 

• Initial Complaint

  Date:11/10/2023

  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.

  On November 2, 2023 we were at Nissan of Richmond to look at a vehicle, a 2016 Lexus RX450h. We did notice that the key fob was not closing the lift gate. One of their sales person, ****, told us it was the key fob battery and that they would take care of it. I thought they were sincere in taking care of it but after we bought it and drove it home we noticed that the key fob did not lock or unlock the doors and open and close the liftgate. Since that day through November 7, 2023 I texted back and forth with ******, another sales person, about trying to fix the issue. ****** suggested a few courses of action such as flipping the battery, putting in a different type of battery, and squeezing the battery contacts to give it a tighter fit. I ultimately asked him via text if Nissan of Richmond would reimburse me if I took it to a ************* center to get it fixed. He stated he would consult with his manager before he would give me an answer. He later texted me back and said he the car was sold as is and they would not reimburse me. ****** was sincere in trying to help us out but it was not his call to make. On 10 November, I took the vehicle to a ************* center and I was told they need 3 hours of diagnostics just to figure out the problem.I believe Nissan of Richmond knew it was NOT a battery issue but a more complex issue and instead of informing us of a potential issue, they covered it up by saying it needs a battery. It's hard to believe that they did not use the key fob to lock and unlock the doors while the car was on their lot. Shame on me for not following up on the key fob issue before buying the car and shame on them for lying to us.

  Business Response

  Date: 11/24/2023

  We are sorry for the inconvenience, please reach out to ***** our service manager @ ********** to see if we can help with repairs to your vehicle. 

• Initial Complaint

  Date:11/07/2023

  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.

  ************************* Nissan of Richmond Service Manager Attn: ************************* Please note the following, the issue of the *** light being displayed in my dashboard has been occurring over the last 10 months and the issue has not been resolved. On several occasions I was not provided with a service invoice but was advised by ****** the issue was resolved.I am very concerned the *** light issue is not being addressed properly for permanent resolution due to the numerous visits as noted above.Please advise how you plan to resolve this issue concerning the *** re-appearing after the numerous attempts as noted. *************************** Customer The e-mail letter I sent has the detail and the dates my car was taken in for service. Will attached. My car is under full warranty.

  Business Response

  Date: 11/08/2023

  We have reached out to ******** she is scheduled to bring vehicle in tomorrow for a inspection.

  Customer Answer

  Date: 11/20/2023

  My original Complaint ID ******** was filed on 11/7/2023, which has now been closed as of 11/15/2023 I took my car the Nissan Murano back into the dealer ship on 11/9/ 2023, for evaluation again. A voicemail on 11/14/2023 at 4:54 by ******, my car was fixed on and could be picked up at any time on 11/15/2026. I was told a squirrel had eaten a hole in some exhaust hose. ****** did not supply any documented information about what took place to fix my car. No service invoice was provided, I was told by my ****** the information would be forwarded to me which I have not received. I was provided with the hose that was taken off my car, but it did not appear to me a squirrel had chewed it. Also, there is now an also an unidentified tapping under my hood which wasnt there before. The *** light is back on as well as this tapping under my hood of my car.

  Business Response

  Date: 12/06/2023

  Please call the store to schedule another free multipoint inspection asap thank you. 

  Customer Answer

  Date: 12/06/2023

  Better Business Bureau:
  
  I have reviewed the offer and/or response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [Nissan reply is not acceptable due to the following:
  My car was taken to Nissan on 11/17/2023 to be re-evaluated and a rental was provided.  I still have the rental as of now 12/6/2023.  Nissan has had my car for almost three weeks, does this mean Nissan has lost my car.  Could you let me know how they plan to fix my car if they dont know they have my car?]
  
  
  
  Regards,
  
  *****************************
  
  
  
  
  

• Initial Complaint

  Date:11/06/2023

  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.

  On 9-23-23, I bought my car into Nissan of Richmond for the second time because my 2020 Nissan's front drivers seat & the rear seat were loose. My car is a pre-owned certified and the previous owners did not correct this issue. The mechanics fixed the front seat issue, but the rear seat was still loose. Upon leaving the dealership, it was raining and I did not notice, at the time, that the mechanics scratched the paint on the rear drivers side door. I called the next day and immediately informed the agent (******) and she told be to bring it back up. I made the appoint, came back and all that was done was a wash job, the paint is still scratched. I have tried numerous times to reach the Director, ***************************, but he will not call me back. I contacted Nissan's corporate office and they said the since the dealership is privately owned, they would have to fix my car. I am stuck at this point because no one will acknowledge me, or my issue. I have the names of the owners *********************** and ************************* and have been trying to contact them as well, but to no avail. I do not understand why no one will contact me back. This was not my fault. Can someone please contact me to get this issue resolved? I should be made whole. Thanks.

  Business Response

  Date: 11/06/2023

  Sorry to hear about this. Please bring your vehicle by our service department anytime between Monday-Friday 9-4pm and see *****. He will be more than glad to help you. 

  Customer Answer

  Date: 11/06/2023

  [A default letter is provided here which indicates your acceptance of the business's offer.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the offer made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. If the company does not perform as promised I can get back to you at: ************************************************************.
  
  Regards,
  
  ***************************
  
  
  
  

  Customer Answer

  Date: 11/13/2023

  Hello,

   

  My issue has not fully been resolved and I would like to reopen my complaint.  Nissan of Richmond gave me a rental car and had my car for two days to fix the scratches that they put on my drivers side passenger door.  They told me that I was ready on Friday, November 10, 2023 and I went and picked it up.  Of course it was raining, so visibility was not that great.  But they did not fix the scratches they way that they should have.  I can still feel the scratches when I rub my hand against the paint.  I think the only thing that they did was take a paint pin and go over the scratches instead of sanding it down and buffing it the way a professional would have done.  As always, when I call Nissan of Richmond, I cannot get a hold of this ***** person so calling is a joke at this point.  I did not create this problem and they should be held 

  Customer Answer

  Date: 11/20/2023

  Recently, I opened a case (Complaint# ********) because a mechanic a Nissan scratched my card door. My issue has not fully been resolved and I would like to reopen my complaint. Nissan of Richmond gave me a rental car and had my car for two days to fix the scratches that they put on my drivers side passenger door. They told me that it was ready on Friday, November 10, 2023 and I went and picked it up. Of course it was raining, so visibility was not that great. But they did not fix the scratches they way that they should have. I can still feel the scratches when I rub my hand against the paint and I can see them. I think the only thing that they did was take a paint pin and try to go over the scratches instead of sanding it down and buffing it the way a professional would have done. As always, when I call Nissan of Richmond, I cannot get a hold of this ***** person so calling is a joke at this point. I did not create this problem and they should be held accountable for their actions. All I want is to be made whole. It is terrible that you cannot talk to this ***** person who is the only name they will give you. Nissan is dropping the ball and although they respond quickly to a BBB complaint, they do not do what they are suppose to do when you take your vehicle to them. The owners really need to be made aware of how their company is being represented. It is not GOOD. I did not do this to my vehicle, they did yet I continuously get the run around. I have no words for the "Service Manger" because I can never get him to call me back. At this point, I really would like to speak to one of the owners

  Business Response

  Date: 11/24/2023

  Sorry to hear about your situation, unfortunately due to short staffing and being the holidays, we are experiencing delays, please give us a good number to reach you and ill have someone address your issues as soon as possible. Thank you for your patience. 

  Customer Answer

  Date: 11/29/2023

  [A default letter is provided here which indicates your acceptance of the business's offer.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the offer made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  My contact  number is ************.  Please note, if you do not fix this issue this time, I will reopen my complaint again. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. If the company does not perform as promised I can get back to you at: ************************************************************.
  
  Regards,
  
  ***************************
  
  
  
  

• Initial Complaint

  Date:11/01/2023

  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.

  Bought Nissan Z over Internet with 696 mikes on showroom floor.Dealt with two salesman and a manager. ******* went out on paternity leave. *********************** took over. Neither disclosed that car had one key. Shipped to ** with one key. Asked for replacement. Ramp manager said he would call me back never did. *********************** never answered request. Replacement key is$475 at Nissan of Nortg ********** plus my time and effort. Car never shipped with temp plates *********************** blamed someone else. Deprived use of vehicle for 4 days. Requesting new key( tgey have the ***** mailed to me and $5,00 per day not to be able to use the car. Total $475+ $20 . Total $495. Easiest purchase for them in the world. Thank you ************************* .

  Business Response

  Date: 12/06/2023

  Spoke with *****, he got his tags and unfortunately used vehicles don't come with second keys. we explained this multiple times to *********** 

  Customer Answer

  Date: 12/06/2023

  Better Business Bureau:
  
  I have reviewed the offer and/or response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [Provide details of why you are not satisfied with this resolution.]
  
  Regards,
  
  *************************
  
  They never said the car had one key in ****************************** went to look for it. Then said there was only one. I spoke with ***** the manager he said he would speak with the first salesman to see if he knew where the key was. They did not know if the car had a second key or not and never informed me. I asked for a second key multiple times they state they told me multiple times that it had one this is untrue and a false statement. I have Im all the texts and emails if they would like to provide a key or review the evidence in small claims court. I did receive the temporary plate but not with the car as promised as I request $5 per day for the inconvenience of it being sent overnight mail four days late. I would be happy to provide the name of my attorney to them. They have a history of deception with used cars if you review all their complaints. Sincerely Yours ************************* MD

   

  
  

• Initial Complaint

  Date:10/18/2023

  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.

  I took my car in to have broken air conditioner repaired in July of 2023. They claimed to have fixed it and charged $646.05. I took it home and it was not fixed. I took it back and they claimed again to have fixed it. It still didn't work properly. I had to take it back 2 more times. My car is still there at Nissan. They will not return my phone calls after messages left. They will not return my car with repaired AC. They still have my car after holding it approx. 3 weeks this time. I have not technically had my car since July. I could not tolerate the extremely hot ****** Temps. I want my car returned with AC fixed properly, or my car back with a refund for cost I paid for repairs that did not work.

  Business Response

  Date: 12/06/2023

  Just spoke with *****, her vehicle is fixed and in her possession. thank you. 

  Customer Answer

  Date: 12/06/2023

  
  
  Better Business Bureau:
  
  I have received my car back from the business in reference to complaint ID ********. The air conditioner appears to be fixed and in normal working order, although the winter temperatures have set in and a true test of the air conditioner cannot take place until the hot temperatures return. If the air conditioner does not work properly when hot weather returns I can get back to you at: ************************************************************.
  
  Regards,
  
  ***********************
  
  
  
  

• Initial Complaint

  Date:09/22/2023

  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.

  This is the email I sent to the Service Manager ***** this past Friday 9/15/2023.Good Morning *****,Per your request, I'm reaching out to coordinate having my 2023 Nissan Pathfinder repaired correctly.For some additional context, you and I worked together on Friday August 25th, my name is *************************. We looked at the front bumper that was painted and installed by the body shop and we both agreed that it was not re-installed correctly and needed to be corrected. You did not have the time to resolve the issue that day and stated that there was another body shop that you wanted to meet me at to have it all taken care of.Unfortunately, after we spoke there were additional problems with the vehicle. That battery was depleted while the vehicle was being worked on and would not hold a charge. ****** was able to have it towed and had the battery replaced, this was on 8/29-8/30. When we got the vehicle back, there were even more problems found. The top plastic engine cover is completely missing and was never installed back on the vehicle. Along with multiple plastic clips on the plastic cover closer to the front bumper on to of the radiator, are completely missing and gouges in the cover.The vehicle has been in and out of your shop 3 times now and collectively for over 4 weeks. I have attempted to call dozens of times to connect with you specifically over the past 2 weeks and have been unsuccessful with a callback. I need a call back from you (not someone else who is not empowered to help out) to coordinate getting the vehicle fixed correctly now. Curious to know what options we have? Can I work with my body shop of choice? Do I need to work with your insurance company at this point? Do I need outside counsel at this point?Thank you for your understanding and looking forward to hearing from you shortly.Here is a rolling list of what needs to be addressed;Front bumper has a ****" scratch in the plastic portion of it - needs replacement Front bumper is misaligned in multiple areas - against the fenders, headlights and etc.Both left and right front plastic fender flares are not attached properly - large gaps to the body panels Engine Cover missing needs to be ordered and installed Upper radiator plastic cover needs to be replaced - including 3 new retainer clips Applicable loaner/rental vehicle during repairs Thank you,****

  Business Response

  Date: 09/22/2023

  Dear BBB:

  Wanted to acknowledge ************************ complaint to the BBB. We will get with the *****, the Service Director, to review repair options for ******************** and will advise accordingly.

  Sincerely,.

  ****************
  Owner Loyalty Manager

  Customer Answer

  Date: 09/29/2023

  Better Business Bureau:
  
  I have reviewed the offer and/or response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [Provide details of why you are not satisfied with this resolution.]
  The Service Manager, ***** called and setup a time to meet at his ********* center of choice.  This was set for 9/27 at 12pm.  I arrived and worked with the ********* Center Manager *****************  ******** had no awareness of why I was there and etc.  ***** never showed and has not called since then.  I have also called the dealership multiple times to be transferred to *****.  It has only rung through and then eventually kicks back out to a Service Consultant who is unable to help.  I would like a callback from the General Manager Nissan of Richmond to discuss recommended next steps and options.

  Thank you,
  *************************
  ************
  
  
  

  
  

  Business Response

  Date: 10/11/2023

   Customer has been contacted, he and service manager agreed on a date for customer to bring vehicle in to get looked at.  

  Customer Answer

  Date: 01/30/2024

  I purchased a 2023 Nissan Pathfinder To provide a brief overview, I initially purchased the vehicle from Nissan of Richmond on January 22nd, 2023. Unfortunately, since then, the car has been plagued with persistent issues and has spent a considerable amount of time in the shop. Despite multiple attempts to rectify the situation, the problems persist, and I find myself increasingly frustrated and disappointed. Below is a summary of the outstanding issues with the vehicle: 1. Lower Bumper Air Guide Trim Piece: The replacement part still exhibits screwdriver gouges, and ******** has indicated that it requires ordering before installation. 2. Front Fender Flares: Both front fender flares are misaligned and do not seat properly against the fender body panels. I was informed by ******** that the replacement parts lack adjustability, contrary to the original condition of the vehicle. 3. Front Bumper Alignment: The front bumper is misaligned at the passenger side near the fender. ******** mentioned the replacement bumper does not match the original, impacting the overall appearance. 4. Engine Cover: The engine cover is still missing, and while ******** has acknowledged its status on back order, no specific dates have been provided for its availability. At this point with collectively being out my vehicle for 60 days since purchase and being unable to fix the original problem, I feel compelled to explore two potential options for resolution, vehicle buyback or vehicle replacement. ***** was a manager onsite and was not able to provide any recommendations on how resolve the issue. He mentioned that he has fired the original technician that damaged my vehicle and that I don't have any options except for paying him $14,000 to have the vehicle replaced.

  Business Response

  Date: 03/27/2024

  case #******** *************************-after further investigation, I've attached the current parts and body shop bills. Very unfortunate what happened with our employee but we took full responsibility for the damages by giving him a free loaner to use while we send his vehicle to a *****************************. The vehicle was fixed at ********* body shop. I've attached the parts bill and body shop bills to go along with this response.   And in terms of trading the vehicle in we are more than glad to help with asisstance however there is a cash difference between his trade and a brand new 2024 model. There is no way of exchanging is for a new one for $0 difference unfortunately, but we are more than glad to help him secure financing if need be. Please feel free to let us know if we may further assist in an upgrade but in terms of repair they were completed up to factory standards.