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:10/22/2022

  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 would like another vehicle this is the third time its been in the shop and we only had the vehicle 8 months

  Business Response

  Date: 11/04/2022

  Dear BBB:

  Mr. ****** 2018 Pathfinder was successfully repaired and picked up by ************** on October 28, 2022. No new vehicle, exchange or refund, necessary.

   

  Regards,

   

  ****************
  Owner Loyalty Manager
  Nissan of Richmond
  ********************

   

   

  Customer Answer

  Date: 11/14/2022

  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,
  
  *************************
  
  
  
  We would like a new vehicle because its always an issue with this one i fee like we was sold someone elses problems. Its been in the shop 4 times since we purchased it in March of this year and its frustrating dealing with it.

  Business Response

  Date: 11/21/2022

  ***************************** vehicle has been successfully repaired and he picked it up on Saturday, November 19, 2022.  This should close the book on his complaint.

   

  Thank you,

   

  ****************

  Customer Answer

  Date: 11/22/2022

  [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,
  
  *************************
  
  
  
  

• Initial Complaint

  Date:10/12/2022

  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.

  I purchased a ******* Tuscon from the Nissan Dealer on 9/24/2022. While I signed the paperwork, they had their detailer take the car and detail it. When I drove the car home I noticed a sour smell (which hadn't been there before). I assumed maybe they had used a sour rag or something to clean the car. Over the next several days the smell remained and got worse. I developed headaches, congestion and wheezing that i eventually realized correlated with me driving the car. I took it to a detailer just to see what the source was. She lifted up the floor mat and the floor was covered with mold. They took out the seats and the carpet pad was saturated and black mold was everywhere. The detailer was a mold abatement specialist, and she told me that, since the spores would be everywhere in the car (including the air vent system), to be completely removed it would require the internal part of the car to be stripped of everything, soaked with a special enzyme cleaner and mold sanitizer, every part of the internal car be cleaned down with a sanitizer to remove the spores, seats steam cleaned and sanitized, carpet and pads replaced, and ozone run for three hours through the vent system. There is no way the dealer did not see this mold when they vacuumed the car and replaced the floor mats (the car had Nissan Rogue mats put in). I called the dealer and explained what would have to be done to make the car drivable. They said they would have their detailer deep shampoo with chemicals, but could not do full mold abatement and would not pay for me to have the mold abatement done. I explained that unless all toxic mold was removed, it would be unsafe to drive and would also grow again. I said I would give them a chance to clean it if they would have it tested for mold once they were done, and they refused. I now own a ****** car that is making me sick and that I cannot drive. The dealer clearly tried to conceal the problem with new floor mats.

  Business Response

  Date: 10/13/2022

  In response to *********************** complaint, she test drove the car, bought the car and was very happy with it when she drove off the lot. She is aware that she purchased a used 2019 Tucson with ****** miles as is. She is now complaining about a mold problem but absolutely refuses to bring the car in for us to shampoo and vacuum.  We do not and would not send the car out to an offsite facility for an issue that we have not addressed internally. Unfortunately, ********** will not let up on her complaint and refuses to work us by bringing the car in for us to vacuum and clean. It is unfortunate that she has made the decision to categorically refuse our offer and decided to write to the BBB.
  
  Regards,
  
  ****************
  Owner Loyalty Manager
  Nissan of Richmond
  **********************
  

• Initial Complaint

  Date:07/28/2022

  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 went to Nissan of richmond's website as I was looking to get a nissan sentra and Nissan's corporate website forwarded me to that dealership. On the website when I went to the Sentra S model, the website clearly states $2100 down, and $254 a month for 36 months at ****** miles a year. The small print only states that this deal is for qualified individuals with a credit score above 800 points. I have screen shots, and as of writing this, the website still states this.I went to the dealership today, and they told me it is cheaper to buy. Yet all offers on purchasing were for higher down payment and higher monthly fees. I asked them about the lease directly, and they asked my credit score. Which with my credit score they said, that I could not get a lease at that price. I asked if I could get a cosigner, they said I could, and I said I could bring my grandfather who has a credit score of 850. However, then they went back to trying to get me to purchase. The conversation ended with them saying they could not help me and to have a good day. However, never scheduling an appointment for the lease. I would also like to add that I felt like I was treated disrespectfully, when I had my 4 month old son with me.

  Business Response

  Date: 08/03/2022

  We were unable to work out a deal with ********************.

   

  Sincerely,

   

  ***** Quick

  Owner Loyalty Manager

  Nissan of Richmond

  ********************

   

  Customer Answer

  Date: 08/05/2022

  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.
  
  The dealership has an advertised price on their plan. I asked for that price, and they said they could not make it happen.

   

  id just like to notate, the company is literally saying here they cannot work out a deal that they advertise all over their website.

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