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:11/26/2024

  Type:Customer Service 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 purchased a vehicle from this dealer ship in September of 2021 and purchased gap insurance. September of this year, my vehicle was in an accident and was considered a total loss from my car insurance provider. I have been trying to get ahold of the gap provider through the dealership since September of this year. I've had the bank that my auto loan is through call to get my claim information, and I've had my insurance agent try to get this information as well. I've made conference calls with my bank and the insurance company to get the information from the dealership and they're not providing me with any information to move my claim along. The dealership continues to blow me off, and say "tomorrow, tomorrow" or that they will give me an employee discount on any vehicle on their lot. They're doing everything but get me the information I need to move this along. My loan agent from the **** says that they looked up the gap provider and that they are actually permanently closed, Rosen denies this information but has yet to provide me with a working telephone number or email address to reach the gap provider. I spoke to two lawyers about this and they told me to call the police because this is fraud and theft. I paid for gap insurance to a company that does not exist.

  

  Business Response

  Date: 01/08/2025

  I just spoke to our person who handles any aftermarket products.  He looked up your gap policy thru NSD and he can see that a

  claim was done.  The phone no for the ****** is ************.  If you any questions you can call ****** ******** at ************ (the after 

  market person)

  Thanks

  ***** ******, Admin Asst,

  ROSEN AUTOMOTIVE GROUP

   

  Customer Answer

  Date: 01/08/2025

  [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:10/24/2024

  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.

  August 29, 2024, I took my 2023 Nissan Frontier in to Rosen Nissan in Madison for an oil change and tire rotation, as well as to have them fix a rattle. It was the third time in for the rattle but this time they did fix the rattle. Just prior to taking it in, I had been on a trip out west and had a flat tire in the driver's side rear tire. It had been repaired and after the repair that tire had a huge white arrow, like a ***** ****, on it where the tire shop must have been indicating the location of the leak or valve stem. Also, for unknown reasons, they filled the tire 3 psi higher than the other tires. That was the status when I took it in to Rosen. When I picked it up from Rosen and drove it home, I noticed that the driver's side rear tire was still 3 PSI higher than the rest of the tires, which would have been odd since I had paid for a tire rotation. When I got home, I looked at the rear driver's side tire and it still had the very obvious white arrow on it. In other words, they did not rotate the tires. I looked at the invoice and it clearly states "tire rotation" and even has notes from the technician stating, "Performed a cross tire rotation and inspection... checked and rest all of the tire pressures the front tire air pressures have been set to 35 PSI the rear tire air pressures have been set to 35 PSI." That was obviously a lie. The technician simply made that up. The tires were not rotated and the pressures were not check and equalized. Yet, I paid for that service. The only reason I caught them was because of the facts referenced above to know that they were lying. I emailed the service advisor, ***** ********, twice about this fraud. I even sent pictures showing the arrow on the tire so he could see how I knew they had not done what they claimed they had done. I assumed they would want to know about their employees committing fraud and would take corrective action. I have never heard back despite those two emails.

  

  Business Response

  Date: 11/21/2024

  i spoke to ***** ********* the general manager and we agree to send Mr **** a $100.00 check 

  to satisfy the complaint.

  Thank you

  Ms ***** ******

  Admin Asst

  ROSEN AUTOMOTIVE GROUP

  Customer Answer

  Date: 11/25/2024

  [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:12/27/2023

  Type:Product 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 2023 Nissan Rogue Platinum from Rosen Nissan Madison. Also purchased an Autoguard Extended Warranty and Nissan **************** contract included in vehicle financing for $4490.00.Traded vehicle at ********** Nissan October 2023. Immediately took ***** of ******** Odometer Statement to Rosen Nissan Madison on October 14, 2023. Copy of statement given to ******************************* for Finance Manager Mr.Mo ******* to cancel the contracts.Emails (have copies) we sent for followup as well as texts. I was asked for the Odometer Statement again due to potentially being lost. My husband took a picture of the statement and attached it to emails an estimated 4 times and forwarded the mileage at the time of trade in separate emails. ****************** indicated he would process the cancellation in November 2023. To date other emails have been sent to the owner of Rosen Nissan, General Manager, salesman and Finance Manager. We were instructed again to drop off another copy of the odometer statement mid November due to not being able to print a legible copy from the provided email. I complied and dropped off another set of copies for our salesman and finance manager in good faith to cancel the contracts. To date, no acknowledgment of cancellation, dollar amount of cancellation to be received and whether the refund is to be picked up at Rosen Nissan Madison or mailed to our address. We have asked these questions many times only to be ignored and go without answer.It is my concern that Rosen Nissan Madison is deliberately trying to not process my extended service contracts and not return the money due?All I would like is for Rosen Nissan Madison to process the cancellation of the contracts and let me know the amount, where it can be picked up, or if it is going to be mailed.I do not want a formal apology from the dealership and any assistance the ********* Better Business Bureau could provide to facilitate this so customers dont get defrauded.

  

  Business Response

  Date: 12/28/2023

  Good afternoon

  I just received your complaint from the BBB.  I apologize for your inconvenience and frustration

  in getting your refund.  I assure you that we have no intention of not refunding you cancellation

  refund.  Unfortunately, this is the first that I heard of the situation and have spoken to the person

  that does the refunds and he will be sending a check in the amount of $4519.72.  The check will

  be overnighted and you should receive it tomorrow.

  
  

  Again, I am sorry for the delay.  I will get to the bottom of this matter so that this doesn't happen again.

  
  

  Thanks

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

  Exec Admin Asst

  ROSEN AUTOMOTIVE GROUP

  Customer Answer

  Date: 12/28/2023

  [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:04/06/2023

  Type:Product 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 purchased a 2015 Nissan Leaf on 09/03/2021 from Rosen. I also purchased their Nissan Security ***** **************** Contract). I was told that if I sold the vehicle before the term of the contract I would receive a refund from the **** The Security Plus contract was for a term of 60 months or ****** miles. ******** price of $3,289.00. Mileage on the car at the time of purchase was ******. Expriation of the Security Plus contract was mileage of ******. I sold the the 2015 Nissan Leaf on 10/27/2022 with an odometer reading of ***** to Carvana. I was told I needed to go back to Rosen to get the refund from the Security Plus program for the remainder of the contract. I purchased a 2023 Nissan Leaf from Rosen on 10/28/2022 and told the finance manager I wanted the refund from the Security Plus contract that I had purchased from them the year before. He took all my information about the sale of the 2015 Leaf, copied the documents from the Carvana sale which had the date of sale and the odometer reading from the car. He told me it would take 8 weeks for me to receive the refund. That would have been in January 2023. I did not receive that refund in Jan. and notified him. He asked again for the odometer reading and date of sale. I gave it to him. I have contacted him just about every week since Jan. to ask about the refund. His last response to me, 04/03/23 again asked for the odometer reading which I have given to him numerous times. It has been almost 6 months and I have not received a refund from this contract. I believe they are stalling and this is somewhat of a scam program.

  

  Business Response

  Date: 05/09/2023

  Sorry about the delay however a check in the amount of $2227.30 was overnighted to ***** on May 3, 2023.

  If any other issues please contact me at ************ ***********************

  Customer Answer

  Date: 05/09/2023

  [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:11/22/2022

  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 certified used 2021 Nissan Frontier from Rosen last winter. I also purchased an extended bumper to bumper warranty 7 year unlimited mileage coverage. When I purchased the vehicle my salesperson pointed out that the left rear latch for the tonneau was finicky but did not affect use. Since purchase the cover started occasionally popping open on the highway. With increasing temperatures the problem worsened and got to the point that it would no longer stay closed during warm weather. I brought the vehicle in and was told the issue was not covered under warranty because it was an "accessory". This was not disclosed at purchase. I was then told by the service tech that it looked like the cover was improperly installed and would need to be reinstalled at a cost of $350 and the cover may need to be replaced at my cost. The cover was a requirement for me when looking at trucks and was one of the reasons I purchased the vehicle and now the cover is useless. Now that the weather is colder it has been staying closed but use is unreliable. It also rattles at certain speeds.

  

  Business Response

  Date: 11/29/2022

  Thank you for reaching out as I was unaware ****** was having an issue with his truck. We strive for 100% customer satisfaction and would be happy to work with ****** to resolve his concern. I called and left a message for ****** today (gave him my cell number) and would be happy to assist with his accessory issue or work out a refund. 

   

  Thanks Again,

  Kevin